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:08/14/2023

  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.

  Customer charged back through Amex back in July 2023. We never received the notification. They acknowledged that they did not send out the notification. I found out when I went reconcile bank statement. I called them they said sorry case close. How can you say case close when not given opportunity to answer the dispute. Amex said that they would consider opening up dispute if I send copy of paper work to Card connect . Now Card connect says that Amex denied request. I am getting run around. There is no proof of this happening. We get connected all over the world to get help. This is not good business practice. Amex will not speak to me because we dont have direct account. Please help

  Business Response

  Date: 10/20/2023

  Thank you for bringing your concerns to our attention. 
  
  Your account is set up to receive Dispute Notifications via Business Track/Dispute Manager only. Therefore, you would have been alerted to both chargebacks via *************** on the day we received the notifications from **************** and debited your bank account. ************** - $3,154.53 had a response due date of 7/24/23 and CB531880115401 - $604.78 had a response due date of 7/23/23. Your response was not received until 8/9/2023. This resulted in the case(s) going past the time frame for us to represent them to ****************.
  
  Indeed, in the event of a chargeback, Fiserv stands to suffer a financial loss the disputed transaction amount is automatically debited from Fiservs funding.  Therefore, to secure card-processing services with Fiserv, you agreed to resolve all disputed card transactions directly with the Cardholder.  As such, if you believe you are *********** the funds from the transaction at issue, the only recourse at this juncture is against the Cardholder or the individual that you provided goods or services.  
  
  While we understand that you may disagree with the Issuing Banks decision, as noted above, Fiserv has no control over this decision making process and unfortunately, can offer no additional insight and/or assistance, with respect to recovering the chargeback amounts.  Nevertheless, please do not hesitate to contact CardConnect at **************, should you have additional questions or require additional clarification.
  
  Thank you,
  
  Fiserv

• Initial Complaint

  Date:08/10/2023

  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.

  Our company has been using CardConnect as our credit card processor for over 8 years. The third week of May 2023 I called and cancelled our account. I spoke with three people in three departments, confirmed my cancellation, confirmed my email and mailing address, and was told I would receive confirming documents via email. Those documents never arrived. I have been subsequently charged $53.95 for **** fees and $283.89 for July fees (of which $199.99 is for compliance). No transactions have been processed since May, prior to my cancellation. There is no email to contact the company to document any interactions, it is all over the phone. I called again today, waited on line, then was told they are not available, call back. From CardConnect I am seeking confirmation of my cancellation and a refund of $337.84. Funds are automatically deducted from our checking account so I have no way of disputing or stopping them without incurring bank fees.

  Business Response

  Date: 10/18/2023

  Thank you for bringing your concerns to our attention.  Our records show that our Office was contacted, however, cancellation form not received to the proper Office or email.  The contact information is disclosed on your monthly statements.  We understand that your ************ made contact to discuss the account and offer refund compensation as a courtesy, and you opted for a check to be mailed.  Please note that this process can take 4-6 weeks to include delivery.  Request was submitted on 10/13/23 for a refund in the amount of $367.79 via check delivery.  If you require further assistance, you will need to reach out to your Sales Team at **************.

   

  
  
  

   

  Customer Answer

  Date: 10/19/2023

  [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:08/08/2023

  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 ran client credit cards with CardConnect in July 2023 in the approximate amount of $18,066.75. CardConnect sent us an email on 7.20.23 that stated "Risk Monitoring has identified a change in your current processing volume. We will need additional information to validate this activity and ensure there are no concerns. Please respond and provide the requested responses and documentation as outlined below". We emailed them detailed answers to ALL questions except we did not email our bank statements as they requested because their email was not encrypted. We emailed them the responses on July 27, 2023 and kindly requested they send us an encrypted email so we could send our bank statements. Never, at any time, did they tell us they were not depositing our money into our bank account. In addition, they never responded to our request for an encrypted email. After our accountant found that they made two deposits of $99 each in the entire month of July 2023, she sent the ********* an email on August 5, 2023, requesting to know why our money is being held and when they are going to release it. Again no response. On August 7, 2023 we emailed and spoke to our "broker" for CardConnect. He said we were not "allowed" to speak to the *************** without an appointment. So, we made an appointment for 11am EST /9am MST August 8, 2023. I booked out the owner that they requested to speak to and we waited for them to call as we were instructed to do. THEY NEVER CALLED. We sent an email to our "broker" stating that the Risk person never called at the appointed time, or ever this morning and we left him a message to call us back. We have not heard from him yet. We are extremely concerned about our money, as we have read other complaints like this on the BBB and other websites, after searching CardConnect reviews today.

  Business Response

  Date: 09/14/2023

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

  Thank you for reaching out with the stated concerns. We apologize for any frustration charged. It appears the funds have all been released to your account. 

  If you still have questions or concerns you may contact us directly at ************.

   

  Thank You, ******