Complaints

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

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• 

  CardConnect

  600 Vel R. Phillips Ave Milwaukee, WI 53203

• 

  CardConnect

  1000 Continental Dr Ste 300 King of Prussia, PA 19406-2848

• 

  CardConnect, LLC

  201 Merchant St Ste 2310 Honolulu, HI 96813

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:03/03/2025

  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.

  A new "fee" every single month for the last 3 months including:299.99 annual security bundle fee 299 annual membership fee (oh, wow, customers are paying to be members now?!)$125 quarterly PCI charge (even though I'm compliant)I absolutely DO NOT have an extra $725 laying around, I cannot afford this. Being told the same dismissive thing from everyone who answers the phone. Need the charges REVERSED IMMEDIATELY.

  Business Response

  Date: 03/10/2025

  Ms. ************** you for reaching out with the stated concerns. 
  As a courtesy, we have issued a refund for the $125 PCI Non-Compliance Fee and $299 for the Annual Fee on March 7, 2025. Please allow 2-3 business day for the refund to be deposited to your bank account on file ending in 4076. 
  If you have any further questions please contact **************** at **************. 
  
  Thank You, Fiserv

  Customer Answer

  Date: 03/10/2025

  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 entirely. I am still waiting for the refund of a 3rd unauthorized charge, the $299.99 charge on my December statement debited from my bank account on 1/3/25.
  
  Regards,
  
  ******** ****

  Business Response

  Date: 03/11/2025

  Ms. ****,

  The fee billed of $299.99. is your Annual Security Bundle Fee. This is not a new fee and it was billed to you in 2023. This fee is valid and will not be refunded. 

  Thank You, Fiserv

   

• Initial Complaint

  Date:02/07/2025

  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.

  We began our seasonal small business in April 2024. On January 2, 2025 Card Connect charged an annual fee of $249.99. When I contacted them (and was transferred to 7 different employees) they said they could not refund the fee. I initiated a ticket to cancel using them as a merchant for my small business because I can not afford a fee of $249.99. Hours after initiating the closing of the account, a representative called me and said she could waive this fee one time if I sign a paper stating we would continue using them. I did not agree to this, and never received an email from her to complete the closing of the ********** a *************** owned small business, a $249.99 fee for something I didn't agree to is unacceptable.

  Business Response

  Date: 02/13/2025

  Ms. *********,

  Thank you for reaching out with your concerns. 

  We have attached your November 2024 statement and reference the section listed as IMPORTANT INFORMATION ABOUT YOUR ACCOUNT, this section explains the fee being added to your account and advises if you continue to process, as you have, will constitute your acceptance of these terms per your agreement. The fee is valid and will not be refunded.

  If you would like to close your merchant account please contact customer service at ************.

  Thank You, Fiserv

   

• Initial Complaint

  Date:02/05/2025

  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.

  October 18th, I close all my account and return all the pos machine to this company, But they still charge me at November and December, There no any activity you can see in the both statement. They never inform me and never sent me the statements, just put me in the collection.

  Business Response

  Date: 02/10/2025

  Ms. ****,

  Thank you for reaching out with the stated concerns. 

  A review of our records show a cancellation request received for, merchant number ************, Sakura *** was on 1/24/25 and the account was cancelled on 1/28/25. Merchant number ************, Sakura *** Online was cancelled due to an unresolved ACH reject. This account processed until November 2024. Processing fees for October and November were returned from the bank as unpaid. These fees are valid as there was processing in October and November. 

  There are no refunds due. 

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

  Thank You, Fiserv

  Customer Answer

  Date: 02/12/2025

  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,
  
  Mengjie ****

  Customer Answer

  Date: 02/13/2025

  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 contacted *** staff on October 18, 2024, and returned all equipments via *** on the same day. I was assured that my account would be closed. However, I was completely unaware of any subsequent charges. I have contacted both your customer service and ZBS customer service multiple times by phone, but have not received any resolution. Instead, both parties have been shifting the responsibility, which has been extremely disappointing.
  
  Regards,
  
  Mengjie ****

• Initial Complaint

  Date:02/03/2025

  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.

  We submitted a ticket on 1/17/25 to update our bank account information due to fraud that changed our account number. ********************** had mistakenly registered our business under our *** instead of our legal LLC name, despite claiming to verify EINs with company names. After submitting the required information, weve been caught in a cycle of back-and-forth with no resolution. We've been asked to open six separate tickets for issues that could have been resolved in one, with unclear instructions on the information required. For example, they requested the main account holder's email match the one on file, but didn't inform us that only the main person could submit tickets. Even after updating the email and submitting additional documents, they continued to request more, including a bank letter, ID, W-9 forms, and even placed our account on backup withholding without explanation.Most recently, they requested yet another signed W-9 and ID after we had already submitted these, delaying the process further. Were now faced with conflicting requests: they asked for documents to be submitted through their provider's website, only to later insist that those same documents be resubmitted with additional supporting identification. This continuous cycle of requests, with no clear guidance on what is needed, and no updates on the status of our account, has left us frustrated. The entire process has dragged on for nearly three weeks, with our account still unresolved, placing unnecessary strain on our business and withholding $17,500 in funds. DO NOT deal with this company because if you ever have any even minor issues they will give you the runaround to resolve them without the ability to speak to anyone over the phone and only through tickets that take 1-4 business days to be responded to (not even resolved),

  Business Response

  Date: 02/05/2025

  Ms.  *******,

  Thank you for reaching out with the stated concerns. We apologize for any frustration the issue has caused and we would be happy to assist however, your complaint does not provide information to identify your account.  Please include your address, doing business as/legal name and merchant number.

  Thank You, Fiserv

• Initial Complaint

  Date:02/02/2025

  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.

  On December 23, 2024, we noticed a chargeback on our bank account. We contacted ********** and they informed us, the client had claimed they had not received the goods, and that a letter had been sent to us. We were also advised to respond in a timely manner. Till today we have not received the letter from ********** regarding this chargeback. We were closed for the holiday period but on January 3rd, which was in time, we faxed a detailed response to Cardpointe with our merchant ID#, including an email with photos from the customer proving they did receive the merchandise, as well as proof of delivery from ****. We sent a copy of the fax to ourselves. ********** did not process our response and closed the file. We called on January 20, 2025, to follow up and were informed that they could not see the fax in their system. Yet we have proof from Ringcentral that the fax was successfully delivered to **********. They said we should have put the case# on each page but we have never received Cardpointe's letter regarding the chargeback, which possibly could have outlined such admin instructions. We asked for a manager to call us back. We did not receive a call back. We faxed the whole file over again on January 20, 2025, with a copy to ourselves. This time the fax to us failed but the one to Cardpointe was sent successfully. We called Cardpointe this week and yet again were told, despite now having proof that the fax had been sent twice to Cardpointe, that they had nothing in their file. We again asked for manager to call us. We were promised a call back within 2 days and we did not receive a phone call. The chargeback is unjust and incorrect - our client did receive the goods.Despite never receiving the formal notification about this chargeback, Cardpointe did receive our response in time and failed to action things at their end.We are looking for a full refund of the chargeback $1,403.80 Thank you.

  Business Response

  Date: 02/07/2025

  Mr. ****,

  Thank you for reaching out with the stated concerns.

  The chargeback was mailed to the on 12/24/24 and the chargeback due date was 1/3/25. We have no record of receiving a merchant response therefore, the chargeback was found in the cardholders favor. Unfortunately, we have no control over **** and cannot speak to why the paperwork was not received. There is no further recourse through the card brands and you need to work with the cardholder or pursue other options for payments. 

  Please be aware that we do have an online dispute manager (CLX) you can sign up for so in the future, you can electronically receive and respond to the chargeback and other notifications in a timely manner. 

  If you have any questions, with to discuss further or need assistance signing up for online receipt, please contact customer service. 

  Thank You, Fiserv

  Customer Answer

  Date: 02/10/2025

  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.
  
  [Two independent companies, ****** and ************ confirmed with a date and time stamp that our response was faxed in time. Moreover, we confirmed with Cardpointe that the fax number we used is the correct fax number. I attach again the confirmation that the fax which contained our response was sent in time.

  It seems Cardpointe negligently did not process the fax that they received from us in time. This was an error made by Cardpointe. 

  I would presume Cardpointe is insured for incidences like this. That the case is now closed by the credit card company, is not an excuse. If ********** is unable to correct this with the credit card company, and have this reopened, Cardpointe should reimburse us themselves. ]
  
  Regards,
  
  **** ****

  Business Response

  Date: 02/11/2025

  Mr. ****,

  Thank you for the follow up. However, with the confirmation we cannot confirm how it was received on our end, if the pages were clear, legible or even blank. Additionally, did you have the case number listed on each page so we are aware what case they go with. There are several reasons that there could have been an issue with the paperwork received. We do recommend that you call 48 business hours after you send the information to confirm that your response was received. 

  There is no further recourse through the card brands and you need to work with the cardholder or pursue other options for payments. Please be aware that we do have an online dispute manager (CLX) you can sign up for so in the future, you can electronically receive and respond to the chargeback and other notifications in a timely manner. If you have any questions, with to discuss further or need assistance signing up for online receipt, please contact customer service.

  Thank You, Fiserv

• Initial Complaint

  Date:01/24/2025

  Type:Order 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 was looking for a new ***************** Provider and had several different agents from different companies working on getting me approved for a new contract at the same time. One agent finally got me approved and as a courtesy I contacted the other agents to let them know I no longer needed their help. One of the agents, ********* ******, didn't take it so well. Mr. ****** rushed through a contract with a forged signature of mine (I did not sign it!) and now tells me I need to pay cancellation fees to get out of the contract. I believe Mr. ****** is an independent contractor but is associated with CardConnect. His phone # ************ and **********************************************************************

  Business Response

  Date: 02/03/2025

  Mr. *****,

  Thank you for reaching out with the stated concerns. We apologize for any inconvenience caused and are looking into the claims regarding our sales agent. 

  We were able to locate two accounts under that agent with CardConnect, merchant numbers 496xxxxxx886 and 496xxxxxx885. The merchant accounts were not approved and therefore the accounts were not opened. There would be no need to cancel and no cancellation fees charged as there was no established accounts. However, if you can provide additional details such as other established merchant numbers, a statement showing billing or any other communication received regarding a merchant account we would be able to research further. 

  Thank You, Fiserv

• Initial Complaint

  Date:01/24/2025

  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.

  To Whom It May Concern,I am writing to formally file a complaint against CardPointe (CardConnect), as they have failed to provide a requested credit card export within their stated SLA of 30 ******* November, I submitted the required data transfer agreement to initiate the export process for Pickleball Kingdom ******** and Pickleball Kingdom Plano. As of today, 1/24/2025, it has been well over the 30-day timeframe promised in their SLA, and the requested data export has not been delivered.Despite making weekly calls to CardPointe's phone support team, I have been unable to obtain any updates or progress on my request. Each time I call, I am told that the data transfer process is handled by a separate department that the support team does not have visibility ******* an attempt to escalate this matter, I requested an email address to contact the responsible department directly. After sending an email, I received only a generic automated response stating that all requests must be submitted through their portalexactly the process I have already followed to no avail.CardPointe's lack of transparency, inability to provide updates, and repeated failure to meet their own service-level agreement are unacceptable. Their unresponsiveness has caused significant frustration and inconvenience, as the timely delivery of this data is critical for our business operations.I kindly request the BBB to investigate this matter and hold CardPointe accountable for their failure to fulfill their SLA. I am seeking immediate resolution and delivery of the requested credit card export for both ********** Kingdom ******** and Pickleball Kingdom Plano, as well as a commitment to improved communication and accountability for future interactions.Thank you for your attention to this matter. I look forward to your response.

  Business Response

  Date: 02/07/2025

  Thank you for reaching out with the stated concerns. 

  CardConnect is in touch and working with the merchant directly to resolve. 

  Thank You, Fiserv

• Initial Complaint

  Date:01/07/2025

  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.

  On 12/16/24 all my terminal transactions at my store, *************, were sent to another business, Jersey Mikes. How is this possible? A ticket was submit the same day and Card Connect has yet to send me my money and is for some reason holding it hostage. I dont care what happened. It was their mistake and I need my money, which was $3,186, sent to my account, with interest. Attaching ticket that was submitted to the company.

  Business Response

  Date: 02/13/2025

  Thank you for bringing your concerns to our attention. CardConnect has attempted to reach you numerous times to discuss the above stated concerns, however they have not heard back from you. In order resolve your concerns please reach out to CardConnect customer service at ***************.

  Thank you,

  Fiserv

• Initial Complaint

  Date:01/03/2025

  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.

  My bank used cardconnect to process my credit cards, Long story short, they terminated with them and I was with them directly, They overcharged me and I called in and they did not care, so I cancelled, fast forward almost 2 weeks and still fighting with them and got hit with all these ANNUAL fees that my statement said Jan 1, 2025. I cancelled before then and was charged over $500 in their Junk fees. When I called in, the guy laughed and said We are not refunding you a *****. And basically they got away with s******* me out of even more money yet again. It was over 10% of my charges for the month. Last process was dec 19th. I called and email and was the 27th before they got me paperwork to cancel. This company out here putting junk fees and sneaking in overages every time they can. I have lost so much money dealing with this company. I am seeking every overage and the annual fees, end of year fees, data storage yearly fee and all interchange charges charged to me in last 12 months due to the pain and suffering this company has done to my business

  Business Response

  Date: 01/13/2025

  Ms. *****,

  Thank you for reaching out regarding your concerns with the fees. 

  A refund has been processed. $299.99 ANNUAL FEE SECURITY BUNDLE charged DEC2024. Please allow up to 15 business days  to see the refund to your bank account number on file. All other fees billed are valid and not subject to refund. 

  If you have any further questions please reach out to **************** at ************.

  Thank You, Fiserv

  Customer Answer

  Date: 01/13/2025

  [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. Even though additional charges were made in excess of another $300 but want to be done with this company and never have to deal with their deceptive behavior
  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:12/29/2024

  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 been trying for 3 months to be funded my final processing funds. All I received are excuses and lies. I've closed the Business already due to not being able to pay bills due to Cardpointe theft of my money. My former ******************* and the Banks President, had to go through major issues to get the bank and deposit change completed. I have all of this in writing from the Bank. I had to close this account due to constant funding actions on there behalf. My current Account number is #************** All I want is the money they owe me and to never contact me again. They have my Bank information sent to them from *************. routing #*********. Please pay me what you owe me and move on to your next victim. Thank you.

  Business Response

  Date: 01/16/2025

  Mr. *****,

  Thank you for reaching out with the stated concerns. 

  As previously advised,  your checking account on file has been closed. All funds will be held until we receive the updated banking information. Currently there is an unresolved balance with collections, amount owed $306.06. The balance needs to resolved before any held funds can be released. 

  Once the bank account is updated, we will debit the balance owed then release the funds on hold. An email will also need to be sent to ********************************************** once the bank account is updated stating that you will not place a stop payment on our debits going forward. 

  If you have any questions please contacted collections at ************.

  Thank You, Fiserv

  Customer Answer

  Date: 01/28/2025

  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.] I have sent two different Bank account numbers with Routing, Banking, and Debit cards attached for each in order to make the deposit. I am so glad that I actually have someone to help me to get this done finally. I have told I don't know how many people at your company that the business is closed, and no bank accounts are tied to the business. This is the reason for the deposits going into my current accounts that I have sent to you, tied to the business that I have sent to you many times, and any debits that we have that may come up to close it according to Law. I will try to call ****** tomorrow as he has been the only one that has helped me in your company. Thank you.
  
  Regards,
  
  ****** *****

  PH #************

  Business Response

  Date: 02/03/2025

  Mr. *****,

  We apologize for any frustration caused. A check is being mailed for the balance due. We have requested to have it rushed and shipped priority to you. 

  Thank You, Fiserv