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, LLC

  201 Merchant St Ste 2310 Honolulu, HI 96813

• 

  CardConnect

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

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:02/22/2024

  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.

  Hello,MID: ************, I asked to close this account in February 2nd due to so many problems which I listed in my request form. This complained is about double charges. I am reaching out to you as a result of not being able to resolve this matter with Card Connect. I addressed this issue with them several times and kept reporting to them about these double charges. No matter who my wife spoke to, they bounced her around between merchants' solution, merchant services and or to call clover. ****** kept sending her back to Card Connect saying that they are the ones who charge us directly. The bank transaction does show; however, once being charged from clover and once from Card Connect. For more than one year, this has been the case. I am now going to look back prior to 2023 to see if this happened in 2020,21,22. When my accountant audited the merchant services for year 2023, he traced back to January and noticed that the merchant services doubled our 2.65% agreement to nearly 5%, but they also directly charged for the clover essential + app fee total of $39.95. At the same time, Clover charged the same amount as well: $14.95 for the essentials + on a different date $25.00 for the plan. total = $39.95. The merchant monthly fees came out separately. The *** fee came out separately too. They kept charging for the clover app (not clover) even while not in use. I am simply asking for a full refund of the double $39.95 X 12 months (for each month of 2023 from Card Connect) I have all the bank statements to show the transactions from merchant services and the transactions that say clover. In addition, Care-Connect charged me for a different merchant (MID ************, an account linked to a different bank) they randomly charged the bank account $54.99 on 12/4/2023, $25 in 1/3/2024 and $84.95 in January 2024. These charges came out from an account that closed in November 2023 and did not run any sales since August 2023. I am asking to refund: $479.40+54.99+84.95=$619.34

  Business Response

  Date: 04/05/2024

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

  Thank you for your patience while we worked to resolve the issue. 

  Merchant Number ************ has been closed. A refund of January and February fees have been processed, both months were billed $20 each, total refunded of $40. We have also refunded the Bundle Fee of $299.

   Merchant Number ************ is also closed. As a courtesy, we have refunded the November PCI ***************** charge of $125.

  Both accounts were signed up for Clover Apps. Fees for apps are monthly billing regardless of usage of the app that month, they do need to be closed separately from the merchant accounts. We have confirmed closure and refunded the following fees, refunds do take up to 1-2 billing cycles.
  Mid ************ account closed as of  01/09/2024,refunded  January charges $84.95
  Mid ************ account closed as of  03/05/2024,refunded March charges  $14.95
  
  We attempted several times to reach someone by phone to discuss the account but was unsuccessful, detailed voicemails were left for you. If there are any further questions please do not hesitate to contact us. 

   

  Thank You, Fiserv
  
  
  

  Customer Answer

  Date: 04/11/2024

  [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. At the moment the only refund that I see is $299 reflecting on my QB as of this morning. The rest has not been refunded yet. I will remain in contact with you until all refunds are made. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:02/21/2024

  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.

  This business is absolutely horrific to work with as a provider who bill clients copays/deductibles/coinsurances/private pay expenses. There was a chargeback that I WON yet I'm still not allowed to have money deposited into my bank account for the thousands of dollars of copays that are rightfully mine and have been deducted from my customer's credit cards. No access for THIRTY days at least. Started 01.27.2024 and continue to not have copays deposited into my account on **********. They want a bank letter that states I will NOT stop any payments however I was never informed of this fraudulent chargeback on CardPointe's end, the client's credit card, OR through the slimy client. The bank will NOT write a letter like this as it is against my rights to be forced to do that as well as putting the bank in a position where they can be held liable. Supervisors don't call back; transferred numerous times; on hold for hours; expectations of business owners who are not in the wrong are expected to get "disciplined" and get bank fees and charges because of their lack of being a legitimate business and caring about their customers who pay a pretty ***** for their c*** services. The management is completely awful here. Also shame on ************ for working with a business that is complete c*** without providing any additional card processing options. I better NOT be charged for this processing fees in regards to ANY payments after 01.27.2024.

  Business Response

  Date: 03/14/2024

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

  Thank you for reaching out with the stated concerns.

  We have confirmed the chargeback funds were released to your account on 2/22/24.

  If you have any further questions, please do not hesitate to contact us. 

   

  Thank You, ******

• Initial Complaint

  Date:02/12/2024

  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.

  I am writing to express my extreme dissatisfaction and frustration with Cardconnect, this is regarding the handling of my 2 merchant accounts and the unjust holding of my funds.Last year, I made the decision to open two merchant accounts through Cardconnect. I was already satisfied with my previous company, but the only reason I signed up with Cardconnect was due to the "commercial card interchange savings". Despite providing all necessary documentation, including bank statements and previous merchant processing statements during the onboarding process, my accounts were repeatedly flagged for risk issues. Finally on 10/20/23, Cardconnect Risk Team made the unjust decision to terminate both of my accounts, citing vague risk related concerns. They even made the decision to unjustly hold my funds for a 90 day period totaling $34,181.80 (one account for $25,838.80 and other account for $8,343). I complied with their request to wait out a 90-day holding period, during which I had no access to my funds. However, after the 90 day period, I contacted Cardconnect Risk Team by email, I was appalled to be informed that my reserve funds were deemed ineligible for release and would be held indefinitely due to purported fraud concerns. What do they even mean by holding it indefinitely?? I asked for the timeline of the release and they never respond to that question.Never in my life operating a business, have I ever faced this kind of ridiculous and unjust service from a merchant service provider. This is not only unjust but also completely baseless. My business is legitimate, and I have already provided all necessary documentation to prove its legitimacy. Also, there was never a chargeback dispute I got while using Cardconnect. Even though 3 months has past, there hasn't been a single chargeback/dispute.I demand immediate action from Cardconnect to release my funds without further delay. Holding my funds indefinitely is not only absurd but also potentially illegal.

  Business Response

  Date: 02/20/2024

  Ms. Soojin,

  The merchant accounts were signed as a clothing store. The  processing pattern does not fit what would be normal processing for that type of business. The processing is higher then the signed volume, with foreign cards and a large percentage of keyed sales instead of face to face sales as you would see in a clothing store. Due to these concerns, funds are not eligible for release at this time. 

  Thank You,

  Fiserv

  Customer Answer

  Date: 02/20/2024

  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.
  
  Dear CardConnect,

  
  I am writing to address the ongoing issue regarding the withholding of funds from my 2 merchant accounts. First and foremost, I would like to emphasize the nature of my business. We operate as a wholesale commercial clothing business, which means we only do B2B (business-to-business) transactions. A significant portion of our clientele comprises of international customers therefore we process using manual sales majority. Our business model inherently involves large ticket-size transactions, which is evident from the previous merchant statements that I have provided. I have also attached my previous merchant statements + email explaining to Cardconnect Risk Team about my business type which is commercial wholesale business.

  Please search on the internet for what ** Fashion district is and how it is for wholesale clothing sales. We are not a little retail shop. We are a B2B wholesale apparel company.
  I urge you to refer to the provided merchant statements, which clearly demonstrate the legitimacy and consistency of our transactions.
  Furthermore, I encourage you to conduct an online search for our business. Please check our website too, you can see that we only allow business owners to create an account. We only allow retailers with business license to purchase from us.

  This is a standard practice of B2B  wholesale companies.
  

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

  
  The continued withholding of funds poses a significant hindrance to our operations and has the potential to disrupt our business activities. I trust that CardConnect recognizes the urgency of this matter and will take immediate steps to release the withheld funds.
  
  I sincerely hope that we can resolve this matter amicably and swiftly. Your prompt attention to this issue would be greatly appreciated.

  
  Thank you for your understanding and cooperation.
  
  Regards,
  
  *******************

  Business Response

  Date: 03/15/2024

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

  Thank you for your patience. ******************* has reviewed your account and a decision has been made to release the funds. Funds will be released to the bank account on file. Please allow 3-5 business days to see the deposit. The merchant accounts will stay closed. 

  If you have any further questions or concerns do not hesitate to contact us at ************.

   

  Thank You, ******

   

  Customer Answer

  Date: 03/21/2024

  [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:02/09/2024

  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.

  My former merchant account somehow was re-opened. I cancelled in fall of 2017.The online banking descriptor on my ***** Fargo checking account is identical to the merchant account (not part of this company) that I use whereby it describes the transactions posted as ACH to ACH Merchant. Throughout the years, I was under the impression that it was that other account (not cardponte) ! I discovered this ************************************************************************************************************************** 2017. Yet, the monthly fee was taken out and its been taken out since 2018! I thought each transaction belonged to my active merchant account outside of cardpointe. This is a mess. I've been billed for over 6 years. I spotted this on Thursday as I changed checking accounts and updated all vendors.I have spoken ****** and was told ******************* is working on an assigned ticket ********. I called the number during business hours *************) and received a disturbing interaction with ***. He placed the phone away from his ear to avoid hearing my story. He spoke over me, did not process the information I had to relay. He shamed me stating it was my fault and encouraged me to keep the account. He did not hear a single word I had to say. $12,000+ of merchant fees from your organization after it was closed were billed.I am also aware that there was a class action lawsuit. I have the names of the firms and reaching out to them as this is disturbing.Please telephone me back. Not only does this account need to be closed (once and for all) but also I need to be refunded ASAP.I was a ************************** client and processed in 2005 with your account for 1 year. I kept the account open for emergency purposes. Yet, I closed it in 2017. This has devastated me financially. I had limited funds to pay for my sister's chemotherapy. It was unsuccessful and the cancer took her. For your rep to shame me is dehumanizing.

  Business Response

  Date: 03/19/2024

  Mr. *****,

  Thank you for your patience while we reviewed the account. We received a call on 1/25/2018 in which it was stated the account was closed in error, asked to have the account reinstated and placed on a seasonal hold. The account was reinstated per your request. There was no further contact requesting to close the merchant account. 

  Merchant fees are debited monthly, and it is the merchants responsibility to notify us should there be a billing dispute. There was no communication with us disputing the fees billed on the open account. Monthly statements are generated and available either through mail, email or viewing online, at the time your account was set up you would have chosen your method of getting statements. 

  The account is now closed. As a courtesy, we have waived the $30 cancellation fee and issued a refund for $697.78. 

  If you have any further questions, please reach out to CardConnect for assistance. 

   

  Thank you, ******

  Customer Answer

  Date: 03/20/2024

  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.
  
  The total charges I have after September 2017 are $7,795.88. Their offer of $697 is unacceptable. Their organization failed to properly monitor the account. Why didn't anyone take action? Their company has changed names/ownerships several times and this matter slipped through their radar. 
  
  The company closed the account in September 2017 due to inactivity. When I found out about it, I supported it because I had no use for it and it should have remained closed.   Ironically, this account remained inactive from them reopening it in 2018. Why didn't they re-close it for inactivity again like they did in September 2017? Why did they re-open the account?  This was without my authorization.  Furthermore, this company kept changing their descriptor.  There was no activity on this account for years. Why is it that their risk department didn't get involved? 
  
  The banking descriptor with my online banking changed over the years when this company was *************************** It now appears very similar to the merchant account that I use which states "Merchant to Merchant ********* thought it was my active merchant provider activity. It wasn't until I changed checking accounts that I noticed this as the only debit that sent that checking out into over-draft protection. When I telephoned my current provider, they confirmed that the transaction I questioned wasn't theirs.  
  
  At one point in this dialogue, I was willing to accept a partial refund from 2020 onwards. However, now I am demanding the FULL amount of $7,795.88 as not only has their company abused me, but also has relished in doing so, and offering me $697 is an insult. 
  
  They stated they received a phone call requesting it be re-opened. Calls are monitored for quality & assurance purposes. This is what I heard when I had to chase after them over the telephone. Please send me the recording of that call in 2018 that allegedly states to reopen this account.
  
  We can do this the easy way or the hard way. It is their choice. I'm sure others are subjected to this abuse. This will lead to opening up an investigation and possibly a Class Action Lawsuit.

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

• Initial Complaint

  Date:12/12/2023

  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.

  Cardconnect, which is ************* Services continued to ACH debit my bank account monthly for services and equipment that were no longer being used or provided from October 2019 until it was discovered in October of 2023. The bank statements can all confirm the amounts. debited. I am attaching a list of all debits made and can obtain the statements if needed.

  Business Response

  Date: 01/03/2024

  Thank you for bringing your concerns to our attention. CardConnect was able to contact you via email, whereas you were able to provide a screenshot of the Clover account being closed but not your actual processing account. As a result ********************** will be provided a courtesy refund of 12 months. CardConnect informed you that you will have to resolve your ACH rejects from your bank in order to received the refund. While we believe this resolves your concerns, nevertheless do not hesitate to contact CardConnect at **************.

  Thank you,

  Fiserv

  Customer Answer

  Date: 01/03/2024

  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 is completely unacceptable that Cardconnect demands that I remove the *** debit block on them so they can charge me yet more fraudulent charges on top of the $5926.53 they have already charged before giving me a "refund."  They do not even quantify what the "refund" amount will be.  If the amount is known, and I consider it sufficient enough, I will accept it and withdraw the investigation.  But no further debits from Cardconnect, ************* Services, *********************** or Flagship will be accepted.
  
  Regards,
  
  *****************************

  Business Response

  Date: 02/06/2024

  We have issued a check in the amount of $2,262.49 on February 5, ****. Please allow up to 30 days for arrival of the check. While we believe this resolves your concerns, nevertheless do not hesitate to contact CardConnect at **************.
  
  Thank you,

  Fiserv

• Initial Complaint

  Date:12/06/2023

  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.

  On 11/21/23 I had 2 customers pay with credit cards for the repairs to their vehicles. One was for $30000.00 and one was for $500.00. The card companies approved the charges but CardConnect / CardPointe kept the money and have refused to release it to me. In the following days they had also stolen $250.00 and $1601.44 from me. I have called them daily and continue to be told it is under review and need to be patient. I have been told it will be resolved within 2-3 business days at least 5 times and those days come and go with no resolution. It looks like they do this in hopes that we will get frustrated and let them keep the stolen money. Avoid this company at all costs.

  Business Response

  Date: 12/11/2023

  Thank you for bringing your concerns to our attention. Our records indicate the funds totaling $32,351.44 was transferred to your associated bank account on December 6, 2023. You should've received the funds 1 - 2 business days later. While we believe this resolves your concerns, nevertheless, do not hesitate to contact CardConnect **************** at ************** if you have additional questions or concerns.

  Thank you,

  Fiserv

• Initial Complaint

  Date:11/13/2023

  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.

  07/31/2023-customer paid by credit card mid sept when I called them. They said it was in risk management. The set up a meeting finally and I recieved an RFI for documentation I emailed all info on 10/11 a week later I emailed to follow up-no response I have been calling and they keep setting up a phone meeting and risk management never calls. I call customer service and they set up another meeting. No one call. Since 9/29 all our credit card payments are being charged to customer but they are holding funds.. and charging us the fee from our bank account but not depositing the money. Not sure what else do do but they have over $65 thousand of our money.

  Business Response

  Date: 11/16/2023

  Thank you for bringing your concerns to our attention. In order to research, please reply with your Merchant Number (MID), business name, and business address.
  
  Thank you,
  Fiserv

• Initial Complaint

  Date:11/09/2023

  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.

  Avoid this company at all costs. After having business with CardPointe for several years, called them to request another merchant account with a physical processing point and they gave an account with **********************. Processed over $7000 of payments with them and after realizing my money was not being sent to me, had to call them multiple times to ask why. Awful customer service, they make it very hard to get them on the phone for a reason. After being left with no answer for weeks, received an email saying in very vague language that my business account would be terminated and that my money would not be released "based on the reason for account closure". Had to call them again and again till I spoke to someone that said that means they will be keeping my money. Asked then for them to refund all my customers and they said they will not do that either. They denied any further clarification, and refused to send me an official letter communicating this or provide their business information. I had to call CardPointe customer service to get their information and find out which company this is. Absolutely horrified how they are in business with all these ratings of people saying the same thing. They are all true, do yourself a favor and stay away from this criminal business. Will be taking them to court.

  Business Response

  Date: 11/28/2023

  Thank you for bringing your concern to our attention regarding the funds that have been placed into your reserve balance. The *************** was unable to validate the business (home based) and all sales were under the same issuer concentration, and the funds are currently ineligible for release. We apologize this is not the response you were expecting, however, if you have any additional questions or concern you can reach Card Connect **************** at **************.

  Thank you,

  Fiserv

  Customer Answer

  Date: 11/28/2023

  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 yo** reference, details of the offer I reviewed appear below.
  
  [hello you are telling me the money is in a reserve balance and when i talked to support they told me the funds will never be released to me . I have an email of them telling me this and on top of everything i was charged fees for the money i will never receive . How does that make sense? i also requested to refund all my customers and that was denied also . Ur keeping over $7,000 of my money i consider that fraud . I will get a lawyer involved and sue ** company . 
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/08/2023

  As previously communicated the funds have been placed into your reserve balance. The *************** was unable to validate the business (home based) and all sales were under the same issuer concentration, and the funds are currently ineligible for release. We apologize this is not the response you were expecting, however, if you have any additional questions or concerns you can reach Card Connect **************** at **************. 
  
  Thank you,
  Fiserv

  Customer Answer

  Date: 12/08/2023

  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.

  This company is being very vague with the words they are using . They are saying my money is being held in my reserve balance but what does that mean? when i called ur company on the phone they told me im not getting the money ever . Youre telling me its in my reserve balance as if i will receive the money one day . So im being lied to by this company . The company is not explaining anything and is acting very fraudulent . 
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/26/2023

  As previously communicated the funds have been placed into your reserve balance. The *************** was unable to validate the business (home based) and all sales were under the same issuer concentration, and the funds are currently ineligible for release. We have attached copies of your Merchant Processing Agreement (MPA) and Program Guide for your records and review. We apologize this is not the response you were expecting, however, if you have any additional questions or concerns you can reach Card Connect **************** at **************. 
  
  Thank you,
  Fiserv

• Initial Complaint

  Date:10/13/2023

  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.

  They need to do a Batch Forced Closed for date 8/17/2023. We are owned. $613.85. The closed our account at ********************* ************************************************************************ on 8/17/2023. We sent an email asking to end our account on 8/30/2023. Because they terminated our account on 8/17/23 we haven't received any money for credit card service. We have been trying to contact the company since Aug 17th, 2023, but can't get through. We have been on hold up to 2 hours and getting passed around from person to person. I was on hold for 2hours and 16 minters and then was cut off.

  Business Response

  Date: 10/30/2023

  Thank you for bringing your concerns to our attention. A CardConnect agent has attempted to connect you as they can do a Special Process Request (SPR) which requires a signed and dated Letter of Liability. Once we received the signed letter the process can take 7 to 10 business days to be processed fully. While we believe this resolves your concerns, nevertheless, do not hesitate to call CardConnect **************** at e **************.

  Thank you,

  Fiserv

• Initial Complaint

  Date:09/15/2023

  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.

  CardService/CardConnect without our authorization and without cause undertook the folllowing:1. Changed the **** Compliance" process from the established methodology which we had undergone for years 2. Failed to notify us of said change until it was time to perform the compliance review (which in any case is inapplicable to us as we perform no online transactions and all credit card sales are performed via a POS Terminal and modem line)3. Was unable to perform the *** Compliance process via their (new) online methodology 4. Promised us that any late fees or charges for non-compliance would be refunded upon completion of the process in a number of writings to us.5. Billed us a $149 "annual compliance fee" in July of 2022 even though they were unable to perform the compliance check.6. Billed us non-compliance fees (of $29.95 per month from August 2022 to March 2023 totaling $239.60, and then they raised the non-compliance fee to $49.99 per month for April 2023 to June 2023 totaling $149.97). (Note that they billed both the Compliance Fee and at the same time non-compliance fees, even though it was CardConnect's new process which prevented us from achieving compliance)7. Billed a ***************** Bundle" of $269.00 on our December 2022 statement, a "service" we did not ask for, accede to, and one which is not applicable in any case for the simple, non-Internet commerce account/card terminal which we utilize.We thus request a complete refund of said fees, as well as CardConnect providing us with ONLY non-internet, POS ***************** and to discontinue any and all other services and fees (such as the outrageous and useless ***************** Bundle") going forward.Letters were sent to them requesting as much in July and August, both of which we have yet to receive any response to.

  Business Response

  Date: 09/19/2023

  Dear Mr. ******************* you for reaching out to us and we do apologize for the issues you are experiencing.  We would like to assist with a resolution but need a bit more information please.  Please provided your merchant ID or IDs as well as the name of the business.  Once we have this information we will be able to review the account(s) and come to a resolution,

  Respectfully awaiting your response.

  Fiserv

   

  Customer Answer

  Date: 09/26/2023

  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.
  

  The response asked for our merchant ID and company name, but there was no name of the person to whom I should send it to (and it's odd that they provided only an anonymous response), nor any contact information or means whereby said information could be sent.

  I'm not sure if I should write our account information here or not since I saw it noted somewhere on the BBB site that complaints are potentially public (which is fine, but I'm sure the intent is not to post specific account numbers, etc.). If I am given a person's name, title/position with Fiserve/Cardservice, and contact information (phone, fax, and email) I'll be glad to respond with the information which "Fiserv" requested, or if the BBB informs me it is OK to list them here then I can do that instead.
  

  Thank you, BBB!
  
  ***************

  Business Response

  Date: 09/27/2023

  Dear Mr. *********************** you are not comfortable with providing your merchant account information here, you may email it to ********************* attention *********************************** and include your BBB case number in the subject line.

  thank you

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

  Presidential Liaison, ************************************ ********** Relations & Legal (CGL)