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:01/22/2024

  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.

  Today:01-22-**** (3 weeks of trying to reach Merchant One) I just tried calling customer service again and can't reach an agent to discuss this matter. 20min on hold and I'm yet again forced to leave my name so they can call me back. They never call back.I sent a very detailed email to Merchant One via email on 1-13-**** and have not gotten a reply to it to date. It's to long to post it here. Here is a heavily edited version of it. The most recent fees added was a $69 annual account fee. My Original Contract that I signed noted that I have no annual account fee Period!! Adding a cute one liner on the first page of Novembers 2023's monthly invoice stating that: " CONTINUING YOUR MERCHANT ACCOUNT WITH US OR USE OF YOUR MERCHANT ACCOUNT AFTER 30 DAYS WILL REPRESENT YOUR ACCEPTANCE TO THESE TERMS." Is in no way a legal binding way of doing things. My Original contract that I signed specified "No Annual Account Fees" I HAVE SPENT TWO WEEKS CALLING TRYING TO GET A HOLD OF A HUMAN. After 20 min of being in the call cue it forces you to leave your name for a call back that never happens. I did reached an agent via chat but that was short lived. They claimed to have filed the account closure request but I have had ZERO follow up to actually confirm this has happened. Update: My account has now been closed as of 01-20-**** Per an email I received but I am still not able to reach a customer service agent about the illegal collection of the Annual Account Fee of $69. I have tried for 3 weeks now to speak with an agent. You should just turn the phones off as all you do is wasting peoples time trying to get a hold of your company. I have sent your terminal and pin pad back.. **** Tracking: Shows it as being Delivered Delivered, Left with Individual ( I can provide tracking if needed )***********, ** ***** January 8, ****, 10:32 am I have Zero conformation from MO it has been received.I would love to speak to an actual human that works for Merchant One LLC.

  Business Response

  Date: 02/01/2024

  **** with Merchant One reached out to you to address the annual fee concerns. **** expressed to yourself that Merchant One appreciated servicing your account since 2019 and a refund for the $69.00 annual fee would be processed as a courtesy. The agent also confirmed that the account was closed as per your request and there were no fees or penalties owed to Merchant One at this time. While we believe this resolves your concerns, nevertheless, do no hesitate to contact Merchant One at **************.

  Thank you,

  Fiserv

• Initial Complaint

  Date:01/11/2024

  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.

  I signed up to use this company to process payments for my small business. I was supposed to be sent a device to use to take those payments. It was shipped next day air so it would arrive in time for an event I was doing. It never showed up because they left the apartment number off of my address after I had advised someone in the company that it was left off and he told me they had fixed it. Since then theyve put the account into collections. Billing for a a service I never used, then after contacting them they told me they got permission to waive the 180$ that was in supposed collections. That was two months ago. Today a got a phone call from their collections again stating that I still owe 130$. Theyre impossible to get a hold of if you arent a current customer with them and they apparently dont communicate well with their collections ***** I want this balance removed from my account and it completely cleared like Ive been told by them it would be. I have text conversation proof of this from their text support agents.

  Business Response

  Date: 02/16/2024

  Thank you for bringing your concerns to our attention. Merchant One is planning on waiving the collections balance reflecting $34.94 to date.  We will follow up with the information provided in this complaint after the waiver has been completed. If you have additional questions or concerns related to this matter, pleas do not hesitate to contact Merchant One customer service at **************.

  Thank you

• Initial Complaint

  Date:01/10/2024

  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 am starting a small business and I started an account with ********************** to process my credit cards. I am suppose to only be charged $9.99 a month and I've already been charged $19.99 and another $34.95 and I have no clue why. Their agent is no longer communicating with me since I asked to have my account canceled. I need my account canceled and to stop getting charged these extra charges.

  Business Response

  Date: 01/12/2024

  To better assist with the resolution of this matter please reply in the BBB secure portal with your Merchant Number or the associated Lease Number. Once we receive the requested information, we will be able to assist with the resolution of your stated concerns. 

  Thank you,
  Fiserv

• Initial Complaint

  Date:01/10/2024

  Type:Sales and Advertising 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.

  Over charge did not explain agreement and make you sign paper work fake reviews bill for something you never signed up for

  Business Response

  Date: 01/19/2024

  Thank you for bringing your concerns to our attention. Merchant One contacted you and went over the fees you concern over the fees. During that conversation it was agreed  that in order to settle, the merchant account would be closed with no early termination fee as well as refunding the Annual fee of $168.00. While we believe this resolves your concerns, nevertheless, do not hesitate to  Merchant One customer service at **************. 

  Thank you,
  Fiserv

• Initial Complaint

  Date:01/10/2024

  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.

  I initiated the closure of my account with them on December 15, and they processed the request on December 22. Following their instructions, I promptly sent back the free terminal, and they acknowledged its receipt on December 20.Despite providing the **** tracking number (**********************) for verification, they assert that they never received the terminal. This discrepancy requires immediate attention and resolution on their part.Compounding the issue, they cut my access to SwipeSimple without any prior warning. This has left me unable to access crucial transaction data for the month of December. I urgently require the sales report and transaction details to fulfill my monthly TPT sales tax obligations. Regrettably, when I reached out to them for assistance, not only did they fail to provide the necessary help, but the representative also abruptly hung up on me.This situation demands prompt resolution, and I expect the company to rectify the claim of non-receipt and promptly restore my access to SwipeSimple so that I can retrieve the vital transaction information needed for my tax obligations My merchant ID: *****************

  Business Response

  Date: 01/25/2024

  Thank you for bringing you concerns to our attention. Merchant One was able to contact you and rectified the issue with the non-received device and offering assistance with locating and receiving the reports/information you were inquiring about.
  
  As of Wednesday, January 24, **** it has been confirmed that Merchant One refunded $225.00 you were billed for the  device not being returned. Additionally, you confirmed the reports in question were also received.
  
  While we believe this resolves your concerns, nevertheless, do no hesitate to contact Merchant One **************** at **************, if you have additional questions or concerns.
  
  Thank you,
  
  Fiserv

• Initial Complaint

  Date:01/03/2024

  Type:Product 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.

  I signed up for the cover credit card processing app. I was assured by their sales rep that they had a competitive rate better than square or ****** at 1.6% + $0.25. Per charge. I was told there were no other fees whatsoever. The sales rep also insisted that I receive the free piece of hardware ( which I did not need) as there was no charge. After the first month they charged me ***** for "shipping and handling" and a $***** "minimum processing charge". I insisted on a refund and cancelled my account immediately. I was told I would be refunded. I also informed them I revoked their permission to withdraw funds from my account.After a week I was not refunded and was told my refund was in the refund department. A month later no only have I not revived a refund but I was hit with an unauthorized ***** charge after permission was revoked.

  Business Response

  Date: 01/17/2024

  Thank you for bringing your concerns to our attention. Upon reviewing the merchant account there was a sale ran on December 1, 2023 for $400.00 and then called in on the December 5, 2023 to close the account. Therefor the December month end fees of $36.44 are valid. To settle case with merchant Merchant One has agreed to refund the merchant $19.95 for the shipping cost as well as a courtesy refund for their December Monthly minimum charge of $13.04 and merchant account service fee of $9.95, totaling $42.94. Merchant did respond to the cancellation email and account has now been closed. 

  While we believe this resolves your concerns, nevertheless, do no hesitate to contact Merchant One customer service at  **************.

  Thank you,

  Fiserv

  Customer Answer

  Date: 01/19/2024

  [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:01/02/2024

  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 am a small business owner. We take maybe 3 credit card payments per year from customers. I contracted MerchantOne to provide credit card payment processing services. After approximately a year and a half I have decided the service (considering monthly maintenance and processing fees) is not a fit for my businessThus we no longer are accepting credit card payments for our goods and services. I have attempted to close my account with **********************. After numerous phone calls and email communications I have no response to my request. In fact shortly after we began attempting to communicate an unexplained charge was drafted from our account. Please help to get a response and resolution to this issue.

  Business Response

  Date: 01/08/2024

  Thank you for bringing your concerns to our attention. To better assist with the resolution of closing the account, please upload your Merchant Number or the associated Lease Number within the secure BBB portal. 

  Thank you,

  Fiserv

  Customer Answer

  Date: 01/08/2024

  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.
  

  It does not achieve my goal by accepting MerchantOnes' directive to upload my merchant number through the BBB portal and declare that I am satisfied with the response and have the case closed. Then what? There is no guarantee of further action or response by MerchantOne. Unfortunately my confidence in this company to provide any degree of personal attention or ethical customer service has been destroyed by the numerous attempts and varied methods used to contact them. Please be very specific as to the process and promise in resolving this issue. I will keep this case open until I see a clear path to our goal of closing this account without further cost to our business. We have paid our dues/fees in good faith and deserve the same quality of communication we received when being solicited to secure services.

  
  Respectfully,
  
  *******************************

  Customer Answer

  Date: 01/18/2024

  The business has contacted us via phone. We are awaiting their response to questions regarding reimbursement for certain fees. They have emailed a form to close the account. Again we fear once we submit to closing the account we will have no recourse to collecting refunds on fees (such as our annual fee for **** charged Dec 31). In addition the 3rd party company involved (Clover) brought to our attention that we should have been on a lower tier plan from the start (TWO levels lower)we were placed on a plan far above what our needs were and told this was the best MerchantOne could do for us. This information was unsolicited from Clover in an attempt to retain our services.

  Again, we will sign and submit the form once we are comfortable with the settlement.

  We sincerely value the BBB's advocating on our behalf as without you we had NO response from MerchantOne. You have our support.

  Regards,

  **** and ***************************************

• Initial Complaint

  Date:12/27/2023

  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.

  This company got access to my personal checking..... And told me they would fix it later after the doctor ***** was done

  Business Response

  Date: 12/29/2023

  Hello - we are not very clear on what the merchant is requesting. The merchant opened up a merchant account with **********************, and provided a bank account for us to deposit their funds into and debit our fees from.

• Initial Complaint

  Date:12/19/2023

  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.

  We opened account with **********************. For the first transaction we collected $6,263.84 after two weeks we didn't receive anything on account. After calling Merchant One they started Internal Security Investigation. After submitting all required paperwork got this answer. The review is complete & security has reached a decision on this account. The $6,263.84 transaction is not approved at this time. Based off your financial statements, you cannot support the risk associated with this sale. The risk being ever receiving a chargeback for the amount in question.Being as you cannot cover the liability of these ticket prices, we cannot process tickets of this amount until further history has been built on this account or you have built a stronger balance in your bank account.We have two options for this transaction:We can hold the funds in a reserve for 180 days, with review for release after 180 days.or We can cancel this sale internally in order for you to obtain a different form of payment from this customer.Please advise.I have chose to return Payment to the Customer. Couple weeks after they closed my account and sent me a bill $601.71 for not letting to use their service and closing my account. I have tried to solve this problem with customer service but they are transferring to collection department to make a payment or just simply hang-up on me. My request is to remove charge from SKY2SEA Designs LLC account # ***************

  Business Response

  Date: 12/19/2023

  The merchant ran a sale outside of their approved limits, which resulted in security reviewing the sale. Unfortunately it was deemed the merchant was not approved to run that transaction which resulted in a refund going back to the customer. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21029475
  
  I am rejecting this response because:

  I didn't terminate agreement. Merchant one did terminate agreement. My request is to remove early termination fee because Merchant One terminated service not me. Merchant One didn't answer in their response about this matter.  

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/29/2023

  The merchant was not charged any early termination fees. They were charged the card fees on the card that was processed.

• Initial Complaint

  Date:12/15/2023

  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 told me that we would receive our money be next day. When they didn't follow through on that, they said they would expedite the payment, but that didn't happen. I should have heeded the warnings from the other dissatisfied customers. They have held onto my money, and now I can't process transactions for my business. They make up stories and do not make good on promises.

  Business Response

  Date: 12/18/2023

  Merchant was funded for their transaction. They fell into a risk review and they were funded for their sales.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21012761
  
  I am rejecting this response because:

  They made me submit an invoice for the service that I received payment for. They told me that I would have my money by next day.  It has been more than 4 days!!!
  

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/18/2023

  Merchants are required to submit documentation to validate transactions from time to time. This is how all processors work. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21012761
  
  I am rejecting this response because:

  They lied to me and said I would have the money the next day. It is 4 days later and I do not have my money. I gave them the information they needed to verify. I sent it in, and they confirmed that they had it 4 days ago. WHERE IS MY MONEY? They also claimed someone was going to call me back days ago, but they did not!!!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/19/2023

  We can confirm the merchant was funded for this sale. The merchants was flagged on Friday, Monday was the next business day where the funds were approved for funding, which means it hit their account today.

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21012761
  
  I am rejecting this response because: They still have not fixed the *** issue, and the money was not funded when they said it would be.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/29/2023

  We are showing the merchant has been funded. 

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21012761
  
  I am rejecting this response because:
  They still do not have ACH setup.  It has been weeks!!!!

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/03/2024

  The merchant is not asking for a refund, their deposit was held up and reviewed by security due to breaching a threshold. The deposit has since been deposited into their account. I am not sure what to show, the merchant I assume can check their bank account to confirm they received the deposit.

  Customer Answer

  Date: 01/04/2024

  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.
  
  ACH is still not active. Also, I'm being charged 3X for charges on credit card payments. My salesperson will not return emails or phone calls. Support does not answer the phone or return messages.

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

  Business Response

  Date: 01/17/2024

  The merchant was emailed on January 12, **** by Carolina ** at 6 PM EST. In that email it advised the **check was enabled. This is a service provided by a third party, and you will needs to apply and obtain separate approval for, which Merchant One has done and the service is enabled. Regarding being charged 3X more, if you have a processing statement from a previous provider Merchant One will be happy to review it, however they currently dont see / show they are paying 3X more than what they were. We show you have spoken with roughly 10 different service agents in the month you been with Merchant One, so if there are examples of where they are not getting back to the merchant please provide so we can look into further.  
  
  If you have any additional questions or concerns related to this matter please reach out to **************** at  **************.
  
  Thank you,

  Fiserv