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Business Profile

Credit Card Processing Services

Merchant One, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Card Processing Services.

Complaints

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

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Merchant One, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 183 total complaints in the last 3 years.
    • 75 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      *************************** managing partner of Apex Supplies have been trying to reach out to merchant one for over one month to have the account closed at it is no longer needed. With no resolution. We are still being charged montly fees. We have reached out several times, have been hung up on several times, emailed and sent sms msg through their automated system requesting to close this account with no responds. Please help me get this accout closed and the charges to stop as their services are not needed.

      Business Response

      Date: 02/21/2024

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

      Thank you for reaching out. We apologize that you have been unable to reach someone in order to have your account closed. We would be able to assist however cannot locate your account with the information provided. Please provide your merchant account number and business address. You can respond to this BBB complaint or email us directly at ********************* and reference complaint number ******** with the additional information. Once we have the merchant ID we can have your account closed. 

      Thank You,
      Fiserv

      Customer Answer

      Date: 02/21/2024

      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.

      Merchant One account information *****************, I just need this account closed. 

      Regards,

      ***************************

      Business Response

      Date: 03/04/2024

      Mr. *******,

      Thank you for that additional information. Your merchant account was closed on February 27, 2024.

      Please let us know if you have any questions. 

      Thank you, ******

    • Initial Complaint

      Date:02/15/2024

      Type:Product Issues
      Status:
      Answered
      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 initiated a request for a 'POS' for my business, from Merchant One on November 28, 2023. I populated all their forms, signed and returned them. I was told the card reader device ****** arrive in 2-4 days...it arrived on December 15, 2023. I called, repeatedly, attempting to secure assistance in installing, testing and using the device - no contact, no return calls - the device was not functional. I called EVERY BUSINESS DAY until February 8th, 2024. I spent more than 53 hours, on hold, listening to apologies for the extended wait time, 'we are experiencing unusually high call volume', 'your call is VERY important to us', 'Press 9 if you would like us to call ytou back and hold your place in line' - NO RETURN CALL.The company improperly BILLED me for monthly services - when no services were being used or available to me. I disputed the charges and my bank refunded the debits. On February 8, I called a local 'techiie' to come try to troublshoot the device. He got it to work. I paid him $100. Still, no call from Mercahnt One.I ran one transaction for $281.25, another one for $10.00...and those are the the only transactions ever submitted to Merchant One.The company siezed both transactions and no money was deposited into my business account.I want nothing more than a full refund from Merchant One.

      Business Response

      Date: 03/04/2024

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

      Some of the information you have provided is not correct. The equipment was sent on 11/29/23 (Thursday) Fed Ex tracking number ************ and delivered 12/4/2023 (Monday). On 1/12/2024 your business contacted Merchant One stating the equipment was not received although it was verified that the delivery address was correct and tracking showed the package as delivered. A second terminal was shipped on 1/13/2024 (Sunday) and delivered on 1/17/2024 (Wednesday). Merchant One received a call from the business on 2/5/2024 to technical support indicating the business was having issue connecting the terminal. At that time it was determined that the business was in possession of both the original and the replacement terminal that had been sent. During that call assistance was declined and the agent was asked to contact ****** at the business to offer support with the equipment. Two attempts were made to contact ****** both of which went to voicemail. 

      On 12/4/20213 the business contacted Merchant One requesting to update the bank account on file from a personal to a business account. The call was disconnect by the business before the paperwork for the bank change could be completed and sent for signature. However, on this call the agent noted that the business was billed $34.95 for November billing before they had started processing and submitted a refund for the fee. Despite refunding the fee, we did not collect as a stop payment was filed by the customer. This fee was sent to collections. 1/2/2024 was billed $59.95 for December billing. 2/2/2024 was billed $34.95 for ******* billing, On 2/6/2024 we received another stop payment for ******* fees of $34.95. This fee also was sent to collections. Due to the stop payments, there is now a collection balance with collections fees owed on the account. As a result, funds were held when processed due to the account being in collection.

      The business contacted Merchant One on 2/14/2024 at which time they were advised of the hold due to the collections balance on the account. Per the business request, the account was cancelled and return labels were sent for return of the equipment. Once the bank hold is removed and the collection balance cleared the remaining funds will be released. 

      Due to this BBB complaint Merchant One attempted to contact you on 2/28/2024 but was unsuccessful. For assistance to resolve, please reach out to Merchant One.

       

      Thank you, ******

    • Initial Complaint

      Date:02/09/2024

      Type:Product Issues
      Status:
      Answered
      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 set up a merchant account over the *************** did not tell me about any set up fees only a monthly fee of $10. Before I receive the mobile terminal. I had already been charged on my bank account $35. When I contacted **** about no longer wanting the terminal since Im being charged before I can even use a terminal and I felt as though they were taking advantage of having my banking information. I did not want to do business with a company that would take money out of my account without any warning. He informed me he would refund all fees and to keep the terminal and try it out. I tried it out. I use the terminal on a Wednesday and a Thursday. I did not get my money until the following Wednesday. And since the other terminal that I did order and is satisfied with deposited my funds the next day, I did not want this terminal so instead of canceling it, they still took those phones out of my payments and only sent me to $199 when it should have been . ******

      Business Response

      Date: 02/12/2024

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

      Thank you for reaching out with the stated concerns. We would be happy to look into the claims however you did not provide enough information for us to locate you merchant account. Please provide your merchant number, business name and business address. 

      Thank You,

      Fiserv

    • Initial Complaint

      Date:02/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 service charge changes ever month. They charged me $239.50 annual fee when the contract says $99. The also want to charge me $25 a month cancelation fee until the end of the contract. I can not trust them to hold to that amount.

      Business Response

      Date: 02/12/2024

      Thank you for bringing your concerns to our attention. Your account has been closed and you were not penalized for early termination. While we believe this resolves your concerns, nevertheless, do not hesitate to contact Merchant One customer service at ************** if you have any additional questions or concerns.


      Thank you

    • Initial Complaint

      Date:01/31/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 registered an account with Merchant One in June of 2022, for a new business I was opening. I was told by the agent who initiated my account that the agreement was non-contractual, (I could pause or end service at any time), and that the only fees were processing fees associated with each transaction, a monthly fee assessed only if my monthly transactions fell below a certain amount, and a shipping fee for my first *** system. I also requested a *** that did not need to connect to my phone or iPad via Bluetooth, but was wired and had a screen display on it. My agent told me Merchant One would supply this. I received a small Swipe Simple card reader that Bluetoothed to my phone. I called the company, unable to reach my original agent, and they told me it would be a significant cost for the *** I originally requested--a cost I determined was out of my new business budget. I began using the card reader for transactions and have continued to use Merchant One at my sole *** for the last 18 months. During that timeframe I have called Merchant One repeatedly about extra charges on my account that were not explained to me upfront. First it was noncompliance fees, though no one had contacted me about completing the compliance process. Then it was annual fees, which were also not disclosed to me when I opened my account. This past fall, they raised the annual fee, and at this point, I chose to close my account and switch to a new processor. When I requested closure of my account and instructions for returning my card reader, they informed me that I would be assessed a fine for not maintaining my account for three years (a timeframe that was never disclosed to me upfront). Meanwhile, they have changed the terms of the agreement and raised annual fees all while inside this 3 year window which I am supposedly unable to extricate myself from without penalty. All I want is to stop service with no more money/penalties/fees paid to Merchant One, and refund of my last annual fee.

      Business Response

      Date: 02/08/2024

      Thank you for bringing your concerns to our attention. A representative with Merchant One reached out to yourself and was able to discuss the concerns you had with your your account and was to advise that the account is closed and there is not be any early termination fee billed to the account. Additionally, you would not be billed moving forward. While we believe this resolves your concerns, nevertheless, do not hesitate to contact Merchant One customer service at **************.

      Thank you

      Customer Answer

      Date: 02/08/2024

      [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:01/31/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Hi, My name is *********************. My merchant one account is ***************. Please close my merchant account! I do not want work with merchant one anymore! Please do not charge my checking account anymore! Thank you.

      Business Response

      Date: 02/08/2024

      Thank you for bringing your concerns to our attention. It is our understanding that an agent with Merchant One spoke with yourself and confirmed your account was closed. While we believe this resolves your concerns, nevertheless, if you have any questions please contact Merchant One customer service at **************.

      Thank you

    • Initial Complaint

      Date:01/29/2024

      Type:Billing Issues
      Status:
      Resolved
      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 has unlawfully debited $537.90 from two accounts of mine (************ and ************). I opened the accounts in September 2023 and immediately closed them after they pulled a bait-and-switch with the processing hardware. They claimed they closed the accounts and even refunded $19.95, but since that time have charged a total of $537.90 between the two accounts. They claim the accounts are closed and they are not charging the fees, but they are. My ******** has limited resources to combat the automatic ACH debits this business is using to **** money out of my accounts.

      Business Response

      Date: 02/06/2024

      Thank you for bringing your concerns to our attention. We understand **** with Merchant One spoke with yourself, in which you provided him spreadsheet of all the charges to your account. ********************** matched up the charges and a issued a refund for $214.54. 

      While we trust that we have addressed your concerns, nevertheless, if you have any further questions, Please contact **************** at **************.

      Thank you,

      Fiserv

      Customer Answer

      Date: 02/07/2024

      [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:01/25/2024

      Type:Order Issues
      Status:
      Answered
      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.
      On June 15th, 2023 we signed a merchant service agreement with Merchant One for credit card processing. Unknown to me at the bottom of the contract under the "Signature" section there was super tiny text that I couldn't even read without increasing the doc size by 500% (I've attached a picture of this small text). In that small text is a hyperlink to "www.merchantone.com/agreements/processingservicesagreement" which forwards to a .doc agreements document that can be changed by Merchant One at any time. In this contract is states that the merchant agreement I signed is a 3-year contract which the sales rep did not tell us. Nowhere on the document that I signed does it say anything about a 3-year contract or earlier termination fees. Month after month we continued to see our bill increase with random fees. Then not even 6 months after opening the account, we get a letter saying they are increasing our yearly fees. What kinda of a contract locks one party in and allows the other party to change the terms and rates agreed upon? This is unethical to say the lease. Now I've been trying to cancel our account, pay their outrageous extorsion fee to cancel and they won't accept or acknowledge the form being sent in either via fax or email.

      Business Response

      Date: 02/11/2024

      Thank you for bringing your concerns to our attention. Your account has been closed as of 02/05/2024 and you were not penalized for early termination. A follow up email email was also sent to the confirming account closure. While we believe this resolves your concerns, nevertheless, do not hesitate to contact Merchant One customer service at ************** if you have any additional questions or concerns.

      Thank you

    • Initial Complaint

      Date:01/24/2024

      Type:Billing Issues
      Status:
      Answered
      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 purchased the credit card processing system and service from Merchant One *** on July 31,2023. Merchant One promised low monthly fee and free terminal for credit card processing along no termination fee, if i found the service unacceptable. Within 30 days, i started getting additional unidentified fees , including annual fee, and other fees not identified in their promotional material. I complained and after repeated calls, emails and texts . i was able with the assistance of my bank to reverse nearly $250 of the annual fee but i am still incorrectly charged about $193. I have tried to terminate this terrible service but now can't get ahold of Merchant One as they won't answer the phone, or disconnect my calls, or keep me on terminal hold.This force me to close my bank account to stop erroneous billing and stealing money.

      Business Response

      Date: 02/08/2024

      Thank you for bringing your concerns to our attention. Merchant One has been attempting to contact you on several dates however, they are unable to reach you at the number provided in the BBB complaint above: **************, the calls gets forwarded to a voicemail service that has not been set up. Merchant One sent a follow up email to the email address on file at ***************** Please reach out to Merchant One customer service at ************** and they will be happy to help resolve your concerns.

      Thank you.

    • Initial Complaint

      Date:01/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 been experiencing a technical issue with MerchantOne/Clover software not allowing me to closeout my register at the end of the day, so credit card funds can get deposited into my business bank account. I spoke to several employees at MerchantOne on various occasions and have been transferred to several departments including various levels of tech support and tech support at Clover--all of which were supposed to resolve the issue. It has been over a week and the issue isn't resolved. Each time I call, I am on hold for a minimum of ***** minutes before speaking to a human and again transferred and put on hold a few more times only to be told the issue will be resolved or someone will call me back...none of which is true. I am under contract with MerchantOne for another year and a half (of a 2 year contract) and at my **** end. Hoping this complaint will motivate someone to resolve this issue since my attempts at directly contacting them have been unsuccessful.

      Business Response

      Date: 02/04/2024

      Thank you for bringing your concerns to our attention. Merchant One had a senior tech representative reach out to you for assistance. Based on feed back provided they were successfully able to resolve the issues you were experiencing with you Clover terminal. Additionally, we understand the representative provided their contact information to aid in timely resolutions for any future correspondence needed. 

      While we believe this resolves your concerns, please do not hesitate to contact Merchant One **************** at **************.

      Thank you,

      Fiserv

      Customer Answer

      Date: 02/14/2024

      [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,

      *****************************

    Merchant One, Inc. is NOT a BBB Accredited Business.

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