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:03/05/2025

  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.

  Dear BBB Representative, I am filing a formal complaint against Complete Merchant Solutions (CMS) regarding the unjustified withholding of my reserve balance under my merchant account, **** **** ******** (Merchant ID: ***************). My last transaction was processed on August 9, 2024, which was over six months ago. As a merchant in this industry for five years, I am fully aware that Visa does not allow chargebacks after six months. Despite this, CMS’s risk department continues to hold my reserve balance without any valid reason, which I find to be both unethical and unprofessional. Key Concerns: My total reserve balance was $51,626.85, yet only $20,000 and $15,000 have been approved for release. The remaining balance is being held without justification, despite the chargeback window being closed. I have pressing financial obligations, and this withholding of funds is causing unnecessary financial strain. I have made multiple attempts to resolve this matter directly with CMS, but they have failed to provide any clear explanation for withholding my funds. I am now requesting BBB’s assistance in ensuring that Complete Merchant Solutions immediately releases the full remaining balance of my account. I appreciate your attention to this matter and look forward to your assistance in resolving this unfair situation. Sincerely,

  

  Business Response

  Date: 03/17/2025

  *****,
  Thank you for reaching out regarding the reserve balance for your merchant account. We understand your concerns and appreciate the opportunity to clarify the situation.
  
  Per the terms of your merchant agreement, the reserve balance is established to cover potential liabilities, including chargebacks, fines, and other obligations. While standard chargeback windows typically close after a set period, the agreement allows for reserves to be held for up to 365 days after account termination to account for any unforeseen liabilities.

  
  Our risk department continues to evaluate reserve balances and will initiate further releases if no outstanding liabilities are identified during the hold period. As you know, with our recent review of you account we have made a partial reserve release on March 6, 2025.
  
  We genuinely appreciate your partnership and are committed to resolving this matter amicably. If you have any further questions or require additional documentation, please don’t hesitate to reach out directly.

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:- I strongly disagree with the justification for holding my reserve balance for 365 days. My funds have already been withheld for over 1.5 years, despite my repeated requests for release while my account was active. During operations, my balance reached nearly $100,000, which wasn’t even my full monthly volume limit. Yet, each time I requested a release, I was denied with the same generic reasoning.
  Now that my account has been closed for over 8 months and has incurred almost no chargebacks, it is well past a reasonable timeframe for holding my funds. It is both unethical and unrealistic to continue withholding my money when we all know that chargebacks beyond this period are highly unlikely.
  I request the immediate release of my remaining balance. Please provide a clear and justified timeline for the full release of funds. Continued withholding of my reserve without valid grounds is unacceptable.
  I look forward to your prompt resolution on this matter.
  Best regards,
  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/20/2025

  Thank you for reaching out. As mentioned before and outlined in your merchant agreement, reserve balances are held to cover potential liabilities, including chargebacks, fees, and penalties that may arise after account closure.
  We understand your concerns regarding the duration of the hold; however, these terms were agreed upon by you, your business, the financial institution supporting your account, CMS/Nexio, and the card brands (Visa, MasterCard, and Discover). While we have already released a portion of the reserve, the remaining balance must be held in accordance with the contract terms.
  Our Risk Department will continue to review your reserve balance, and further releases will be made if no outstanding liabilities are identified.