Complaints

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:03/17/2025

  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.

  I previously used Priority Payment Systems for credit card processing. I switched services several months ago but they keep billing me monthly. They are set up as an ACH payment but I changed my ACH filter with my bank so the amount is denied every month. Yet they keep trying to bill.

  

  Business Response

  Date: 03/18/2025

  Good morning. I see that you also called in on 12/11/2025 and spoke with our team who mentioned that they had no record of you calling in or case submitted so he emailed our cancelation form to cancel your account.  Please email that form to ************************ or work with your agent office directly to cancel your account. They can be reached at ************ or **************************************************

  Thank you

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23078140
  
  I am rejecting this response because:  I am not in receipt of the form they are referring to.  It will need to emailed to *********************************
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 03/21/2025

  I am sorry that you do not have the needed closure form to close your account. I am attaching it to this correspondence.  Please email that form to ****************************** or work with your agent office directly to cancel your account. They can be reached at ************ or **************************************************

  Thank you

• 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.

  I'm running non profit organization, I'm working with this company for since 2018 Was no any major issues, 2 weeks ago I had a big amount of money processed as donation, Was some issues with the card number because it's was over the phone,The card when through no problems but now the company decided to hold ****** dollar for 6 month, for no reason,My ***** was on the phone with ******** *************** to guarantee this transaction but they don't care, I told the company if you don't want to process it is ok please return the money, they refused, I asked to do refund on my side they refused, they told me if I do refund they will take ****** dollar from my account (what I don't have) & still will hold the money for 6 month, I didn't get answer why they need to hold the money for 6 month if I do refund on my side, & why they can't send the funds back, didn't got any answers just one word NO,Now 2 weeks later they still hold the money, & now they changed my bank account 2000 dollar process fee with out deposit the money, I called & ask ever 1. Deposit the money 2. Refund the money to my account, if you didn't deposit, 3. Refund everything to **********, was only one answer, we don't work for ******** don't do it , call as back in 6 *********** holding the money until then,I ask to do 4 way calling with my *********** bank , They refused for any solution, or to help When they have no answer they hang the phone,

  

  Business Response

  Date: 03/03/2025

  To properly research your claim, we would need a merchant ID if you could please provide it.

   

  Thank you

  Customer Answer

  Date: 03/04/2025

  Dibrot Eliyahu - ***************

  Phone number ************

  Here the numbers you need for clients profile 

  

  Business Response

  Date: 03/05/2025

  Some background on this issue is that a large single sale processed / $32,200 which was above this accounts approved / underwritten parameters which prompted Risk to open an investigation.  Our Risk team found that the merchant had attempted to run the customer's card 5 separate times, each authorization attempt had declined for "Do Not Honor", before finally receiving an approved authorization.  The account was placed on a funding hold while the abnormal processing activity was questioned. Priority's Risk Team requested standard documentation and information regarding the sale for $32,200, as the account had not been credit qualified to process in this manner, nor had they processed in this manner historically. The merchant refused to provide the requested documentation and information regarding the sale in question. As Priority's Risk Team was unable to receive and review the requested documents and information necessary to make an informed analysis of the activity in order to protect against possible financial loss, it was communicated to the merchant that the funds would need to be held for 180 days to guard against customer disputes. The funding hold has been removed, in order for the merchant to receive deposits on their underwritten/approved processing activity. The sale for $32,200 will stay on hold however for ****************************** the industry to protect the Processor from financial loss. 

  If there are additional questions pertaining to the above investigation, please contact the Risk Investigator that handled the issue.

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23012643
  
  I am rejecting this response because:

  Lies lies lies only lies 

  1. Why did the company process the money if it's over the limit??????????? Didn't need to process it at all if it's over the limit 

  2. Why the company taking almost $2000 processed fee from my bank account before deposit the money, after you will deposit the money in my account you are more then welcome to take your fees not before this is a crime,

  3. All documentation that processing companies ask was provided 

  4. I ask clearly not to except the money & I want to refund the money if it's going to be hold for 6 month everything was refused by the company they only want their fees no customer service, ****** in the company are refuse to do a return & refund & don't want to close my account, only thing they want it's to still money 

  5. You don't take fees before finishing to deposit the money in Customer account 

  6. It's been replaced multiple times it's was a phone sale was mistake with the cc numbers & they can see it & they know it this why was trying more then once to run the card,

  7. If was a problem if running the card multiple times why did company process the money??? 

  8. ********** from NY was willing to call with the credit card owner & to approve the transaction & they did so this didn't stop the company to hold the money,

  Im Asking 

  1. Return refund the money to the credit card owner because I'm unable to do it on my side,

  2. Refund the money into my bank account it's not ok at all to take any fees before depositing the money in the client account, 

  3. Do not hang phone on clients & don't Still money from bank accounts,

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

  

  Business Response

  Date: 03/05/2025

  The fees paid were for the processing of this transaction. The Risk Investigator confirmed that the funds will be released to your bank account after 180 days to guard against customer disputes.  If you have additional documentation that you would like reviewed, please advise our Risk Team and work directly with them.

  Thank you

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23012643
  
  I am rejecting this response because:

  They don't even looking what I'm saying, 

  Not surprised with this company, customer service, just look online about over 100 complains on this company,

  1. I ask from the first day multiple times if it's over the limit please don't process the payment, & if it's going to **** * month please refund the money to the Credit card holder & but the company refuse,

  2. They refused to do refund, & now holding the money, & taking fees on money that didn't processed,

  3. You have no right to take any fees before clients receive the payment ,

  4. no risk at all as ********** called the company & card holder approved the transaction, 

  5. You have no right to take a ***** out of my bank account,  & Im asking now for the 5th time  to close my account with your company, company of crooks,

  6.I don't want this money I want it to be refunded to the Credit card holder as card holder also asked for it so what is the problem crooks????????????

  7. Now I'm asking from the company to refund the money to the credit card holder Mr. ****** from NY Refound NOW & to return all processed fees back to my bank account 

  8. Not refunding the money back will put this  company with problem with ********** & *******,
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/07/2025

  Sir,

  Our Risk team has reviewed this case thoroughly with you and advised of the hold that will be placed on funds. I have also provided a detailed reason for the hold. The transaction has already been processed so the cardholder has been debited for the sale. The funds to your account are what is on hold and will do so for up to 180 days which is to mitigate a loss to Priority for chargebacks

  Thank you

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23012643
  
  I am rejecting this response because:

  1. I ask clearly from the first day not to except the payment, & to refund the money to the card owner, why this never happened???????

  2. If the amount was over the limit why did you process the payment even that I ask not to??????

  3. You don't take money/fees from my account until I receive the money according to me my payment was not processed into my account so it's not processed, don't take fees on something I never received,

  4. Company have no right to take any fees before money/ payment processed into my account so far I didn't receive any money ,

  5. I ask to refund the money to the credit card from the first day as you blocked me from doing so & refused doing so, why???????

  6. Now I'm asking to refund the money to the card holder yes it's possible, & refund the fees to my account as I didn't receive any money, less than refund card owner & refund the fees I'm not expecting any other things,

  7. Process for refund already file with ********** by card holder , & with ******* for fees also was filed,

  8. Don't understand why from the first day I was unable to refund the card holder????????
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/07/2025

  Dear Sir, 

  I am reviewing the Risk Investigator notes and see that you have been and are in constant contact with the Risk Investigator / ******** ****** from our company.  The last note from the Risk Investigator yesterday @ 4:58p stated that your account has been closed at your request and that the stated funds will remain on hold as stated in the event of chargebacks and rejects. I would encourage you to work directly with our Risk team on any and all concerns you have related to this case. We have been direct and forthcoming to the reasoning behind the issue and attempt to bring the issue to an amicable resolution.

  Thank you

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23012643
  
  I am rejecting this response because:

  
  1. Your company didn't answer non of my questions, or explain why they refused to credit the card holder & why they blocked me from doing so??????

  2. all your company is saying is one word it's No for everything regardless, talking with risk team didn't help nothing so is no reason to contact them, if was someone to talk to in the company I was not complaining at BBB, & so far is no one to talk with company,

  3. I'm asking to refund the money to card holder as he also requested so, end refund money that got stolen out of my account, so far we didn't Received nothing from your company beside aggravation 

  4. Not understanding why you are the only company it's impossible to do refund???

  5. Is no risk right now as the money needs to go back to card holder regardless as his request,

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

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Because 

  1. They didn't answer non of my questions? & Complains, looking like they do copy paste for the same answer without looking on my questions and issues,

  2. My account Over the limit??? Why did you process the payment???? And I ask not to process it , so why??? To make money???

  3. Refusing to refund the transaction & blocking me from doing the refund why?????? What risk you have by doing refund???? Never in my life heard anything about risk for doing refund?

  4. Taking $2000 from my bank account without doing any process the money, looking like they do it just to make profit without giving nothing, besides the problem that I never signed or agree to this kind of %

  I would like all this issues addressed in the mediation 

  Thank you 

  Regards,

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

  

  Business Response

  Date: 03/17/2025

  Section 25.2 of the Synovus (which this account is under) Program Guide lays this out. Please see attached Program Guide and the section in question which highlights Priority's ability to establish a reserve and the holding of said reserve for a period of time based on the circumstances of the transaction(s). Every merchant customer receives and agrees to the terms and conditions of the attached Program Guide.  Hopefully this provides the needed clarity on the issue.  It is also important to note that the merchant customer has been directly in contact with our Risk Investigator to air out any complaints that he had. 

  Thank you

   

  
  
  
  

  
  

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising 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.

  This is a company that handles credit card sales at a charge. They have taken money out of my account for over a year with no sales being processed. They are not the original company we signed up with. But I had no sales for over a year. ******* could not identify this company. No name, no address, no phone. After some investigation I contacted them and got no satisfaction, not even an apology. They said they had the right. And insist that they still have the right.

  

  Business Response

  Date: 02/17/2025

  This is ***** *******. I own Ralphs Italian Deli. My complaint is against a credit card processor. This complaint information seems to be wrong. I need someone to call me to try and straighten it out. I dont see the name of the company that I am complaining about. 

  

  Business Response

  Date: 02/19/2025

  Please share the merchant ID and Business Name so that we can research further

• Initial Complaint

  Date:02/11/2025

  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.

  The month of December 2024 and January 2025 and now February they are short paying my daily settlements. I have had contact with ******** ********** | Merchant Success Agent Phone: ************ and she says she will get this resolved: Good afternoon,I apologize for the delay in response. I did have the case sent off for the update, and I will be reaching out to get this escalated as to why it hasn't yet been resolved.Thank you,******** ********** | Merchant Success Agent Phone: ************

  

  Business Response

  Date: 03/03/2025

  Team, Our Sales Channel Riverside Payments has been actively working with ***** ******** on the issue and resolution.  This account has been with us 4/12/2023 and unfortunately their Tax ID Number (TIN) has been invalid causing the account to go on Backup Witholding (BUW) beginning 12/4/2024.  As part of this process, the *** will send a B-Notice outlining the issue and resolution to the merchant.  It references the issue, date when BUW will start and that the *** will capture 24% of their daily processing volume until resolved.  The support team has been actively been working with Ms ******** on the cause and resolution.  At this time, I see that $501.86 has been redirected to the *** and the last batch that had funds captured was 2/13/2025.  As reference, that amount will show on the 2024 and 2025 1099-K documents and Ms. ******** should work through their accountant to recover the amount.  

  We are working in good faith with Ms. ******** and will continue to do so until resolved.

• Initial Complaint

  Date:01/15/2025

  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.

  I have been going back and forth with Priority Payment Systems about over charges every month. I found out today that apparently I was set up as a corporate business instead of as a merchant. The fact that I have been contacting them for months and not one person mentioned this is unbelievable. Now I have to try and dispute this. It isn't a small amount of money and I am the sole owner of a small shop. They continue to charge the wrong amounts and I have to keep calling. I can't switch companies because they will charge me $10,000 as I have been told numerous times. No one will call me back and I just want to rectify the situation and get rid of them.

  

  Business Response

  Date: 01/23/2025

  Can you please share your merchant ID so that I can research your claim further

  Customer Answer

  Date: 01/24/2025

  The merchant id is ***************

  

  Business Response

  Date: 02/10/2025

  Amii from our ************ replied that she has worked with the merchant and confirmed they were confused on how the surcharge program works and how to address at a reporting level. 

  According to our sales team, the issues have been resolved and she has a follow up call with them at the end of the week! 

  Please provide updated questions if they still exist.

  Thank you

• Initial Complaint

  Date:01/13/2025

  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 have held several Merchant IDs (MIDS) through this Credit Card Processor, and we were recently made aware that they have been holding our Reserve Funds for over 8 years and failed to contact us or release these funds. They have our Contact Information as it has not change since we opened the MID Accounts and have not reached out to return the funds to us.We are still waiting however, they have managed to continue debiting our Reserved Funds for Fees that would not be charged had they released our funds !!!

  

  Business Response

  Date: 01/21/2025

  Please provide the Merchant ID's referenced on the complaint so that we can research the claim

  Customer Answer

  Date: 01/21/2025

  Please See Attached:

  To Whom it May Concern,

  
  The MID requested is provided below:
  ******************
  
  There may be additional MIDs listed with the following information:
  ******* F *******
  SSN - ***********
  EIN - **********

  

  Business Response

  Date: 01/22/2025

  Thank you for the merchant ID.  We have an escheatment reserve check for $56810.56 due to be mailed January 24, 2025 to the below address to resolve this claim.
  Attestation Agreement Attached. 
  
  ******* *******
  *******************************************>************************

  Thank you

  Customer Answer

  Date: 01/22/2025

  The Initial Balance of the Reserve Account/Funds were over $200,000.

  We understand Deductions during the First 210 Days (7 months) after closing the accounts for Refunds, Chargebacks, Account Fees, etc.

  However, there should be NO Other Deductions during the 7 1/2 years you waited and failed to contact me. My contact information has not changed during that time frame and since account application. There should also be NO NSF or Overdraft Fees deducted as the Banking relationship was closed and sufficient Reserves were held to make the processor (you) whole. I am also concerned in regards to any other potential charges and deductions to the balance that I have not been made aware of at this time.

  We have also NOT received a Reconciliation of the Account and these Funds to Verify and settle this issue.

   

  

  Business Response

  Date: 01/30/2025

  Please share the merchantID(s) impacted by this claim

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22804604
  
  I am rejecting this response because you are asking for information that we have already provided in this complaint.

  MID is ******************

  Status of Reconciliation Report and Shipping/Tracking Information of Funds sent to me on Jan 24,2025
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/30/2025

  The check was uploaded on 1/27 and is processing. The check should be received within a few days.
  
  
  $56,810.56 Check Number 2051 and routed to:
  ******* *******
  *******************************************>****************

   

  Thank you

  
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22804604
  
  I am rejecting this response because: Shipping and Tracking Information required for this payment !!!!
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/31/2025

  Sir,

  The check was processed on 1/27/25 and mailed via ***** We do not have any tracking information on standard mail.  

  Thank you

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22804604
  
  I am rejecting this response because a large check sent by mail and not certified delivery in any way is incompetence.

  The same Incompetence that has held our funds for over 8 years.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/10/2025

  Dear Sirs,

  The check was endorsed 2/3/2025 and settled 2/4/2025.

  Hopefully this resolves this dispute.

   

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22804604
  
  I am rejecting this response because you have yet to produce any Statements or Reconciliation of the Reserves held for over 8 years.

  An account that once held approx. $200,000 reduced by almost 75% because you failed and refused to contact me before escheatment.

   

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

• Initial Complaint

  Date:10/01/2024

  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.

  On Oct 1 I was charged $3233.14 without any knowledge of who this Company is going to their website. I find that they are emergent services platform that again. I have no affiliation with and the only two numbers that they provide you with give you no access to reaching any type of representative to inquire about your charges.

  

  Business Response

  Date: 10/01/2024

  Would you mind providing a merchant ID and/or Business name to further investigate your claim?

  Thank you

   

• Initial Complaint

  Date:07/18/2024

  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 received a letter in the mail stating that I owe Priority Payment Systems and amount ****** creditor file *************** I have never heard of this company so I have no idea why I would owe them any money.

  

  Business Response

  Date: 07/18/2024

  Amber, 

  During the period of 10/22/22 and 6/20/23 you had a credit card processing account with Riverside Payments.  Your company name was *********** Pet Salon.  You signed the merchant processing agreement on October 13, 2022.  There was a reject in June for $150.90 and in May for $51.90 for monthly processing fees for a balance due of $202.80.

  Hopefully that helps.

  Regards,

• Initial Complaint

  Date:05/22/2024

  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.

  Back in Feb/March I was researching loans and inquired about a few. In April, 4/5/24 I saw there was a $347.00 fee from Merchant Servicing, I called my rep, and he reviewed my file and said they do not have any record of that. So what is it? We did a lot of back and forth trying to figure this out.It took my rep. ****************************** my bank (who informed me that it was Priority Payment Systems that took the fee out) ******* and his team were working on figuring out what this was, he informed me that the tracking numbers were different. Priority Payment Systems Local # is739292500304787, the other # is 739778191963042.At this point ******* arranged a 3-way call with his support team to figure out what was going on, and who was doing this.The tech said it was coming from another branch within Priority Payment Systems but didnt understand why. I had no clue about, nor did I sign up to be with another company.The tech gave us the phone number to the company owned by *************************** called X-1 merchant services, phone # ************ talked with ****, *****, and ***. All telling me and ******* that I inquired for a loan back in Feb., so what is the $347.00 they weren't sure, but apparently one of their companies assigned me a lock box, I have no idea what it is or what it is for! I never signed any agreements or contracts with anyone or any company, nor did I get a loan from anyone at that time. X-1 said they understood and would cancel it and refund me the money.This was April 19. I never got refunded, I repeatedly called to follow up and all they kept on saying is they were refunding me. Nothing, May 8, 24 they took another $347.00 out of my account, no refund. I am hoping that you can resolve this issue with this fraudulent activity that is occurring in my bank account that wasn't approved of. thank you,*****

  

  Business Response

  Date: 05/30/2024

  The amount of $347 is for monthly fees for signing up for merchant processing with X-1

  There is a merchant application electronically signed by *************************/CEO on 2/23/2024 agreeing to the terms and pricing which includes a fee of $99/mo for Industry Compliance, $199 minimum monthly fee and $49 for service monthly totalling $347 per month.  If you do not need to use the account, please contact ************ or email *********************************************************** to discuss and if needed, cancel the service and fees.  I have also sent an update to the sales office to contact ***** directly.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21747303
  
  I am rejecting this response, I never entered into any agreement with another merchant servicing company when I was already with one.  They are not being totally honest and reputable dealing with this situation and are now involving another company ****** Capital, that was never mentioned up until this time suggesting that it is their responsibility or that it has something to do with my bank, which my bank said they are incorrect.

  X-1 Merchant services is not reputable or customer service oriented company.  They are being fraudulent in this situation and not taking accountability for what they have done going in my bank account taking money unauthorized saying that I signed an agreement with ****** Capital.   I was in contact with ****** and they informed me that if I was in agreement with them and they were taking fees out the bank statement would state ****** as the company making any ACH transactions with me not Merch services.

  The associates from X-1 explanation's, from the beginning when the first transaction occurred and was noticed, has changed every time. Their story is different with every phone call.  They say that they have refunded me and that it is on my banks end for not receiving the funds.  My bank informs me that this is incorrect information and the company is misinforming me.

  Now they are trying to use ****** as a scape goat for them and what has happened.

  At this point I feel I am going to have to seek counsel with a lawyer and go after them for the money I am out, the fees I have incurred and the aggravation and stress they have created with me.

  I am a very small business, running a small floral shop, barely staying afloat.  I am a single parent barely paying my bills and for some company to come in and scam me out of money through some bogus scam is criminal. 

  This company should not be allowed to conduct business if they can not take responsibility and be stand up!!!!!! 

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

  

  Business Response

  Date: 05/31/2024

  *****,

  I worked with the sales office and had your account closed today. I will also issue a refund to your banking on file for $694 for the two months of fees. Hopefully, this resolves the issue to your satisfaction.  Thank you

   

• Initial Complaint

  Date:04/03/2024

  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.

  This entity unsecurely sent documentation that included ALL of my PII, including my social security number, completely unredacted to Oxgen Excel, a debt collection agency.

  

  Business Response

  Date: 04/04/2024

  Our company compliance ******************************************************************** along with proper controls is our utmost priority. 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21528269
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/15/2024

  Dear ***,

  Can you share additional details on your experience with ************************* please provide your merchant ID number so that we can review your account details and why you feel your personal data was inproperly handled.  As stated, our company compliance ******************************************************************** along with proper controls are maintained and are our utmost priority.  If personal data are needed to be handled by our business partners, it is always done within compliance rules and regulations. 

  Thank you

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21528269
  
  Hello,
  Oxygen ***************** contacted me on 4/1/2024 informing me that we had a debt on our account. It was the first time we hear of an unpaid bill to Priority Payment Systems; we never got any communication that we had missed a payment, but regardless, I asked for information on the missed payment from Oxygen so I can rectify the situation. They said they would request documents from Priority Payment Systems to give me details on the debt. On 4/2/2024, they sent me an excel sheet, with just numbers and dates that were unclear and little information was provided in that sheet to show missed payment or anything like that. They also forwarded me the Merchant Processing Application and Agreement via unsecured mail with all my information legible - that includes name, address, social security number, phone number, date of birth - all private information that should have been redacted. I was just an officer of this organization and yet all this was sadly shared. Would you send your social security number to random agents unredacted? And along with it, would you give them your DOB so they can do whatever they please with all your identifiable information? 
  Are you saying it is your company's proper rules and compliance to have personal information shared so openly via emails?
  
  Once they sent the information and confirmed with PPS that there was something unpaid, the account was immediately paid off on 4/3 but my information had already been shared!
  
  The account information is:
  Business name: STM Abbey ************************ Priority Payment Systems LLC
  Creditor File No: 8739292449309465
  Oxygen File: 111368863
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/22/2024

  Hello,
  Thank you for providing the additional information needed to review your account and I am pleased that you were able to satisfactorily resolve the collection issue pertaining to your business.  In regards to Oxygen, our collection vendor providing the Merchant Processing Agreement to you via email, we have reiterated the need to use secure email and other best practices when handling sensitive information. We apologize for your experience.  I am hopeful that this resolves your BBB claim to your satisfaction.
  
  
  Regards,

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21528269
  
  I am rejecting this response because:
  

  The reality is although Oxygen should not have shared my information via email like that, they also received that information, unreacted from you! So the original documents were sent with personal identifiable info with little care by your company.

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

  

  Business Response

  Date: 04/23/2024

  Hello,
  Our collection vendor, Oxygen is contractually allowed to access our secure CRM to view truncated account information including copies of contracts.  As stated, we have reiterated to Oxygen the need to use secure email and other best practices when handling sensitive information. We apologize for your experience.
  
  Regards,