Complaints

This profile includes complaints for Merchant One, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Merchant One, Inc.

  600 Vel R. Phillips Ave Milwaukee, WI 53203

• 

  Merchant One, Inc.

  PO Box 979 Brookfield, WI 53008

• 

  Merchant One, Inc.

  524 Arthur Godfrey Rd Ste 200 Miami, FL 33140-3528

• 

  Merchant One Payment Solutions Inc

  333 Oakridge Dr Mountville, PA 17554

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are our credit card processing company. Our machine is no longer batching sales at the end of the day and won't allow new credit card transactions to be processed. We have tried contacting them by phone and email for over a week now, there is a sale of $372.60 stuck in que that wont batch and therefore won't allow us to process new sales. I am in the process of switching to another credit card processor but need to first get the final sale due us batched. Since I can't get a hold of them I don't know how to terminate our service with them so they don't keep charging my account, they automatically deduct funds from our operating account, hoping ******************** can help out here. They were bought out last year and apparently the new owners ****.

  Business Response

  Date: 04/23/2024

  Thank you for bringing your concerns to our attention.  Our records show you contacted **************** on 3/19/24 with a batch issue and the Agent at the time was able to resolve and batch out your equipment.  On 4/10/24, you contacted **************** again to close your account as you switched to another Processor.  The account is closed and we show that all funds have been deposited and nothing owed.  If you believe you are still missing funds, please provide receipts.

   

• Initial Complaint

  Date:03/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Merchant One Credit *********************** charging us a monthly statement fee on August 2023 for the amount of $39.92. The problem is We did not receive the Credit Card Processor on September 5 2023. So in other words, We haven't start using the service yet on August. Not until we got the Processor. We did call the Merchant One on September 18 and Merchant One agree to refund the amount, but till now still did not get the refund. Also, When we apply with Merchant One they are agree with flat rate with $15 on debit card and EBT card with unlimited processing per month. but they are not, they are charging us with higher rate. Therefore I discontinue the service. AT the end of service I notify them that I will close the checking account because ********************** still did not refund us the $39.92. Once we get the credit back then we will settle the amount that I owe the Merchant One. Merchant One agree on the phone when I talked to them. Now I got a letter from collect agency, agency charging us the fee of $150 for late fee. I did communicate with Merchant One with texting but it didn't go to far. Merchant One just stop responding . We need your help to get this settle. Thank You! Just a thought, Merchant One charging us $150 for less then 60 days. Then how much should We charge Merchant One for being late for 5 months on the credit we should get on the amount of $39.92

  Business Response

  Date: 04/04/2024

  **********,

  Thank you for speaking with us regarding your concerns on the merchant account. 

  As discussed, when we attempted to refund you we were unable as the bank account had been closed. The refund was sent to the new bank account with PNC that you provided for the refund. Additionally, we are waiving the $150 collection fee added to the collection balance. Your agreement is to pay the remaining balance once the fee is waived. 

  We appreciate your patience as we worked to resolve. If you have any further questions or concerns please do not hesitate to reach out.

   

  Thank You, ******

   

• Initial Complaint

  Date:03/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've left several messages for customer support. I've been on hold for hours. Nobody returns calls from Merchant One. The credit card rate is almost double what I was quoted.

  Business Response

  Date: 03/21/2024

  ****************, 

  Thank you for reaching out with the stated concerns. However, the minimal information provided does not allow us to access your merchant account. Please respond with your merchant number, business name and business address. We would be able to review your account and the correct area reach out to assist. 

   

  Thank You, ******

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * Date of Transaction: charged monthly fee on 3/4/2024 * I entered into an agreement with Merchant One in order to process credit/debit card transactions for the small business I own. I laid out my situation to the sales representative and he lied to me on the charges I would be subject to for using their service. I was assured there was no Minimum fee and that I would be charged roughly $9 per month and a percentage of each transaction. The large majority of my transactions are NOT card transactions, I simply wanted to offer it as an option to customers as long as the economics made sense for my business. * I did one test transaction for $1 in February 2024 and the company charged me $35.70 as a fee to process that one transaction * I called their support line at least 5 times before I was able to reach a representative to explain the charges to me. There was a monthly minimum fee, a statement fee, and a regulatory fee. All 3 of which were not made clear to me when I purchased the service over the phone. The representative I spoke with transferred the call and it immediately disconnected.* I have not been able to reach a representative with the company since that last call. Multiple emails and calls were placed without any response * I filled out a form to cancellation form to end my agreement with the company. I did not receive any confirmation that this was received or processed despite clear instruction to contact me to confirm. * ************ sold me a service in a disingenuous manner and lied about the charges I would face. They then failed to allow me to contact them and resolve the situation. They claim to support small businesses while actively s******* them over.

  Business Response

  Date: 03/22/2024

  ****************, 

  Thank you for reaching out with the stated concerns. 

  Please see the attached signed merchant agreement that clearly states the fees for the merchant account, including the $25 Monthly Minimum and a $6 statement fee. Per your request the merchant account has been closed. As a courtesy we have issued a refund of $34.70 (this includes monthly minimum and statement fee) .

  If you have any further questions or concerns please do not hesitate to reach out to us .

   

  Thank You, ******

  Customer Answer

  Date: 03/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  However, I would like to note that the sales representative I spoke with did not communicate the fee structure accurately. He explained the fee over the phone and sent me a contract to sign while on the phone with him. Since i was under the impression I was taking on a $10 commitment with an honest company, I signed the contract electronically. While they may be right in a legal sense, they fail to serve their customers in a moral sense and I'm guessing the pay structure for their sales reps adds to the pressure to sell services in a dishonest manner. 

  
  Regards,
  
  ***** ******

  
  

• Initial Complaint

  Date:03/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Merchant One (MO) a few years ago with only one purpose, to sell a few hats and shirts for my business rather than using another company. I spoke to a MO representative *************************** 8/18/21 and he told me it would be approximately $10-15 per month. I have all the original contacts, papers, emails, all of it. I also have the original contract that lists out all the expenses and possible penalties. There was no explanation of what *** Compliance Non-validation Fee was or how and when it would be applied. The contact has that cost listed at $24.95 which I started being charged WITHOUT notification. It was only two months and that was changed to $69.95 for all of 2023 and most of 2022, again without any notification of any kind. I have never received an actual letter via mail except my tax info which shows they do have my address and contact info.The difference in just the *** charges is $1080.00. I have paid MO well over $2K for selling a few hats and T-shirts. I also never received an email indicating they hand changed the cost, I was being charged a penalty fee, etc. I also have copies from the bank and they have no contact info listed at all with their billing of my bank account. My bank was completely unable to give me any information, no address, no phone number, nothing. I can provide detailed information from the bank as well.You will spend literally hours on hold (can provide proof) and get no help.I did finally get a response from *****************************, ******** Service Supervisor and was told this would be taken care of and he would get back to me. It too was a series of failed responses. Finally, he said there was nothing more that could be done, they (MO) agreed to give me like $320 or something. Nothing ever came, I could not and cannot get a response.MO owes me a minimum of $1080 for fraudulent representation, failure to properly notify their customer of changing fees and incursion of such fees.

  Business Response

  Date: 04/11/2024

  Mr. Case,

  Thank you for reaching out with the stated concerns. 

  If you review your agreement, the top section 7. on page 4 of 8, information is provided regarding PCI Compliance. This section also explains the fee of $36.18 will be assessed if compliance is not achieved within two months. Per your compliant you were billed after two months. Increases to fees will be advised via letter or as a statement message on your monthly statement prior to the increase. 

  As a courtesy, a refund was requested for ******* and February 2024 fees. However, we were advised the bank account on file was closed and not provided new banking information. In order to refund the fees we would need updated bank information in order to deposit the refund. If you would like to accept the refund please provide a voided check with new banking information for an open business account.

  Thank You, ******

   

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was specifically told I would receive payment in the mail.  That did not happen.  Same holds true for all the failed follow **** thus here on the BBB.  I see looking at claims from others, this is nothing new.  I closed my bank account because of you and your attempts to continue to withdraw payment even after closing the account.  You have failed in every regard to demonstrate any kind of customer service, professionalism or accountability/responsibility for this matter.  You mentioned and have mentioned many times sending "notification" etc. via mail.  That never happens other than to push it down the road.  That is exactly my point, I never received ANY notification from your company or Pay-safe via email or regular mail regarding penalties.  My records proved this.  This was all discussed and CONFIRMED on a phone call with one of your representatives.  They had tried to call Paysafe and admitted they were a problem.  They were hired by you, thus it is your responsibility.  Same as the promise to send the check and now you say it was attempted to transfer into a closed account that had to be closed because of your fraudulent practices.  Merchant One owes me much more than $1,000 but I will settle for a check for $1,000.  The fact you are even disputing this shows the complete and total lack of professionalism, responsibility, and accountability of Merchant One.  The behavior and actions will come back on Merchant One and I look forward to a law suit.  
  
  Regards,
  
  *************

  Business Response

  Date: 04/30/2024

  Mr. Case, 

  Our understanding is that you have spoken with Merchant One and Merchant One has offered a settlement of $1060.00 to resolve the balance requested. All remaining balances have been waived as a courtesy.

  We believe this issue has been resolved however if you have any further issues or concerns, please do not hesitate to reach out. 

   

  Thanks, ******

• Initial Complaint

  Date:03/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I informed merchant one that I had selected another merchant processing company!The reason I ended their service is because their representative was not upfront and transparent with their monthly processing fees. The $***** fee was not mentioned in the initial overview of their pricing and fees.I cancelled the service 1 month ago and they refunded the ***** fee back to my business checking account. However they charged the fee again this month causing an overdraft fee to my checking account!I would like to totally end my relationship with merchant one and I would like for them to delete my account information from their system.

  Business Response

  Date: 03/20/2024

  **************,

  Thank you for reaching out with the stated concerns.

  There were two attempts to reach you and two detailed voicemails were left for you.  The merchant account has been closed and a refund issued of $34.95. 

  If you have any further questions please do not hesitate to reach out. 

   

  Thank You, ******

  Customer Answer

  Date: 03/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't know where to begin, I have a credit card processing account with **********************, contact is 1.99% per transaction, they take 4.2% in fees right out of my bank account. I have been trying to close this account, they provide a 1 800 number, it's an answering machine, they never cancel my account, they do not call back. My account rep will not return my calls, I text asking to immediately close my account, nothing. I could go on and on, contract $99 yearly fee, they have been taking $74 per month for fees directly from my business account. This company seems to be an outright FRAUD.

  Business Response

  Date: 03/11/2024

  Mr. ********,

  Thank you for reaching out with the stated concerns. In order to assist and cancel your account we would need to locate your merchant account. Please respond to this complaint with your merchant number, doing business as name and your business address. You may also email us the information at ********************** please reference case number 12742191.

   

  Thank You, ******

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a bit complicated but I will try to break it all down;Date *****. 1 processed $2220 with Merchant 1 transaction thru a virtual Credit card transponder for a CONTRACTUAL FEE OF NO MORE THAN 3.5% meaning Charge back TOTAL FEE SHOULD BE $2220 X 3.5% = $77.00 Btm line In the interim they (also) charged me a so called Annual fee of $199 I protested (since I only joined in July) AND was never advised of an annual fee?They agreed to reimburse me the $199 which my bank had now charged me When I got the bank charge, , naturally I stopped the charge with my bank ..anticipating the credit back ? ( I have STILL) never received this $199 charge back as promised? They claim they can't credit me because they never charged me? HUH..I had a charge from my bank for this $199 ?Instead Merchant 1 comes back with an elaborate scheme that since I "stopped" the charge with my bank. ..Not only am I subject to a Stop fee of $25 BUT I also suffer a Nocha penalty of $100 which is now sent to Collections.. No doubt to intimidate me? I have gone back & forth with lots of e mails (Phone calls =45 min wait/ impossible?Btm; line I have now received $1891 less the $25 Stop fee =$1896.00 This is instead of ($2220 less $77) =$2143 I even agreed to accept this so called Stop fee just to settle this thing. Instead they told me it would take about 2 weeks to process? They did quickly charge me the $25, however, but a full month later & to date all I have is more idle promises..So now I am reneging on my $25 Stop fee since they reneged on paying me what I am owed?To date they have charged me fees of $324 OR about 14.5% INSTEAD OF THE PROMISED CONTRACTUL FEE OF 3.5% OR $77 I sincerely believe a fee of $14.5% is not only outrageous but probably a Usury fee of 14.5% is illegal? This is why I need the BBB's help? FEE attached too small anyway & YET to receive even tho in writing Thank you in anticipation.*********************************** Owner ***** ********

  Business Response

  Date: 03/22/2024

  **********************,

  Thank you for bringing the stated concerns to our attention.

  We understand you spoke with an agent who was able to review the fees with you. At your request the merchant account was closed. In order to resolve the issues we waived the $100.00 collection fee assessed, and issued a single credit to the account for $148.13 which was the credit of the annual fee $168.00 less the remaining merchant fees.  In addition, you were also billed the standard $25.00 ACH change fee when the new bank account was added, we credited this back on 03/07/2024. ******, we submitted this account for Closure on 02/26/2024 however you were still billed service fees of $38.20.. We issued a final credit to the account on 03/20/2024.

  We believe the closure and refunds resolves the issue however, if you have any other questions or concerns, please do not hesitate to contact us. 

  Thank  You, ******

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  **********************,

  
  Thank you for bringing the stated concerns to our attention.
  We understand you spoke with an agent who was able to review the fees with you

  
  NO I totally disagree! Fiserv This is so far from the truth that it is sad and pathetic..
  . At your request the merchant account was closed.

  Answer

   Yes I was totally frustrated/disgusted very happy to CLOSE the account after countless e mails and broken promises; In order to resolve the issues we waived the $100.00 collection fee assessed,

  Answer

  This was BOGUS  There was no so called Collection fee  and issued a single credit to the account for $148.13 which was the credit of the annual fee

  Answer  Again BOGUS show me a single time I signed off on a so called ANNUAL FEE? $168.00 less the remaining merchant fees. ( What fees )  You are making stuff up? In addition, you were also billed the standard $25.00 ACH change fee when the new bank account was added, we credited this back  

  Answer

  Merchant 1 FORCED me to open a NEW account since ********************** 1 refused to deal with my OLD bank??on 03/07/2024.After I stopped the so called annual fee AND YOU AGREED TO REIMBURSE ME>>STILL HAS NOT TRANSPIRED.***

  
   Lastly, we submitted this account for Closure on 02/26/2024 however you were still billed service fees of $38.20.. Answer

  Another BOGUS claim..I was NEVER told that when I close the account there is a fee  Quite the opposite, I was told THERE IS NO CONTRACT, No addl fees etc *** Yes have that in writing as well by your original rep who conveniently is no longer there?
   We issued a final credit to the account on 03/20/2024. 

  Answer

  Still waiting on that..?  OR do you mean the $38 which (in error) was a debit NOT a credit?
  We believe the closure and refunds resolves the issue however, if you have any other questions or concerns, please do not hesitate to contact us. 

  Answer Could NOT be further from the TRUTH
  Here is the HONEST Break down for your records as clearly 1 hand does not know what the other is doing?
  Basic charge was $2220
  Fees as per YOUR contract AND my e mails initially were 3,5%  ****  =$77.70
  Net should be $2142(..A)
  You have paid me $ 148
  $1921
  $2069
  +$25 which was then deducted..?
  
  Then Furthermore..  Merchant 1 unilaterally deducted( $38)
                                                    and                              ($25)
  In addition I have an e mail # *************** Clearly says a REFUND of $38***
  Will appear in my account in 5-7 days.. OOPS Instead you DEDUCTED this $38 Thats why I said the one hand does not know what the other hand is doing..

  
  Finally I have a STATEMENT Promising me $2100.13 ****dated 01-13
  STILL NOT seen that EITHER..Btm line
  I am *********** $2142 SEE     A above
  With all your Bogus fees etc you have actually paid me ONLY
  $148 +$1921=$2069
  Then you deducted $38 + $25 =Net $2006

  
  NET SHORTFALL $136  on top of the legit fee of $77  OR to put it another way that everyone can understand Merchant 1 is charging me a ***** fee of about 9.5% despite a promise and advertisements saying fees are 3.5% Can you explain this obvious Bait and Switch.? Nobody in their right mind would use a so called Credit card provider charging 9.5% when a contractual promise is 3.5% IN WRITING...
  
  Fiserv clearly you have some explaining to do
  
  CC better Business Bureau Happy to show you written proof of all the *** above and Fiserv knows full well I have them as well!
  
  
  [Please type your response here.]
  
  Regards,
  
  ***********************************

  Business Response

  Date: 03/27/2024

  **********************,

  From what we are understanding in your response, you were told you were getting a refund of $2100.13, that you have in writing.  Please provide a copy of that to us. 

   

  Thank You, ******

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  Dear Fervese

   CC   Better Business Bureau

   

  I feel badly for you now Ferverse,  because I am starting to realize that clearly I was correct, the left hand does NOT know what the right hand is doing and obviously nobody at Merchant 1 gave you ALL the info. Please find attached the document in question ? Honestly IF I was given this payment back in January, (AS STATED IN WRITING..)... we would NOT be going thru all  this nonsense  nor having this conversation at all?

   

  SEE ATTACHED  If you do not receive it.  (.Happy to fax it to you.. fax # please?) 

   

  I can only hope now with all this proof Merchant 1 will NOW FINALLY do the right thing and reimburse me accordingly?

   

  Thank you
  
  
  
  ***********************************

  Business Response

  Date: 04/11/2024

  The document attached is a copy of the merchant statement, we do have merchant statements. 

  A stop payment was placed on December processing fees of $199.00 in January 2024, which blocked Merchant one/Fiserv from debiting fees or depositing balances. The charge of $119.87 are processing fees directly related to the transactions processed in the month of January (total volume $2,220.00) . Of the $119.87 assessed $94.86 was reflective of the processing fee for the transaction volume of $2,220.00, the remaining of bill the was reflective of $25.00 ACH reject fee incurred when the business placed a stop payment on their December 2023 processing fees. A courtesy credit for the $25.00 ACH fee was issued to the business. However, the remaining fees were valid and reflective of the processing fees incurred by the business. The processing volume is representing primarily non-qualified card types from Business-to-Business transactions and will reflect as a higher overall effective rate than if the business primarily processed Debit or Qualified Card types. When advised you stated the business intended to continue processing large item Non-Qualified Business to Business transactions but was seeking an Effective Rate below the wholesale base interchange, we advised we were in an impasse and could not adjust pricing further. At which point the business requested to discontinue service. The cancellation request was submitted on 02/26/2024. 

  We do not believe anything further refunds are owed. 

  Thank You, ******

   

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We approached Merchant One for our business and wanted to make sure that the there is a good relationship with them and could be trusted before we start running our business. after receiving the equipment in Dec 2023 and did a test transaction of 1c to test the system. The support people seemed to not know anything and assumed they were new. After the 1c transaction they changed my bank account $34.95, which I blocked from my account since the transaction is not what was agreed to. It was agreed that I start paying $10 in February 2024 monthly. The sales rep told me they would take care of it. on 2/29 received a collection letter that I had to pay $34.95 + 150 collection fees. I was told That I had no option but to pay this and paid it on 2/29 full, but also informed them that I will be cancelling service. Also mailed the equipment back. This company cannot be trusted with anything, and needs to return my $34.95 + 150 collection fee. Their one department does not communicate with others, staff are not really helpful at all, they tell you one thing and do something else.

  Business Response

  Date: 03/15/2024

  Ms. ******,

  Thank you for reaching out with the stated concerns. We are unable to locate your merchant account with the information provided. In order to assist, we would need to discuss the account with **********************. Please provide your merchant number, business name and business address. 

  Thank You, ******

  Customer Answer

  Date: 03/18/2024

  Address ***************************************************.  ** 33140

  merchant 

  5179 2403 0557623

  Business Response

  Date: 04/04/2024

  Ms. ******,

  Thank you speaking with us regarding the concerns on your merchant account. Per the conversation we are refunding to you the collection fee of $150. A check for reimbursement will be mailed to the business. 

  Do not hesitate to contact us should you have any further questions. 

   

  Thank You, ******

  Customer Answer

  Date: 04/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The agreement when I signed up for these services was $6.95/month. However, every month received notices from the bank of different charges. One occasion was for compliance which they claimed to have emailed me but never received notice. on Sept 7th, I called MerchantOne to inquire about charges on my bank account that were not authorize. I was told it was for fees that were not previously agreed to. At this point I decide to cancel my services with them. I received an email requesting specific information to cancel my account which I replied to. However in Oct and Nov was still charged and was told by the rep it was because my account was in a queue to be cancelled but has not be closed yet, therefore since I did not process credit cards for the threshold amount I was charged more than the $6.95. I was assured my account would be escalated and closed immediately. That did not happen as I was charged Jan 1 $179. I immediately attempted several times to reach MerchantOne but was on hold for over 20min, then the call would end. I disputed the charge with my bank. I continued to get in contact with MerchantOne by requesting call backs to which after several days a rep called and explained the charge was for an increased annual fee. I discussed the charge should not have taken place as Ive attempted many times to cancel. The representative had me forward the email and apologized after confirming my account was on queue since Sept 27 and it should not have taken so long to cancel. Rep assured that the transaction that was pending to be deposited would not be impacted by the cancellation of my account. I was requested to send a new bank account as the previous one could not be used due to the dispute. A representative confirmed the new bank account information was received and I would receive the $280 with 3-5 days which has not occurred. Now they are holding the funds due to fees for disputing the Jan charge although they were not authorized to withdraw those funds.

  Business Response

  Date: 03/15/2024

  Ms. *******,
  Thank you for reaching out with the stated concerns.
  The account was in collections for $175.00 which represented an annual fee for 2023, because you wished to close before the end of the year we waived this fee and collection fees as a courtesy.
  
  The account was not closed because you continued to use the account and was still processing payments, the account is closed the following month when processing is discontinued. Despite the claiming to discontinue services, the terminal was still used to process payments up until January, the device was returned in February. 
  
  There is a sale for $281.00 which was processed and cycled; but did not fund. That sale is being processed and will be funded to the bank account on file.
  While we believe the above resolves the concerns please do not hesitate to contact us should you have any further questions.
  

  Thank You, ******.