ComplaintsforMerchant One, Inc.

Credit Card Processing Services

HeadquartersMulti Location Business

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Initial Complaint
10/16/2024
Complaint Type:
Product Issues
Status:
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.
hello my name is ****** ********, owner of ********* services. batch SJBZA9Q36MG1P for $1,234.00 has not been processed yet. It has been closed since 10/13/2024, but I have not received the funds to my bank account. i have spoken to representatives from merchant one and i was told that they can not even see the batch. The batch that was closed before this one on 10/10/20 for $1,178.00 has been received and the batch that was closed after this one on 10/15/24 for $2,335.00 was received but i still have not received this one. can you please get back with me on this matter.
Business response
10/29/2024
Mr. ********,
Thank you for reaching out with the stated concerns.
Records indicate you spoke with Merchant One on 10/16/24 and were advised at that time funds would be available in 24 - 48 business hours. We then show you were funded on 10/17/24. Funds should be deposited into your bank account. Please let us know if you do not see the deposit.
Thank You, Fiserv
Initial Complaint
10/15/2024
Complaint Type:
Billing Issues
Status:
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.
over the last three weeks starting on Oct 1. I have tried to reach customer service about my account and only get voice mail and no one returns my call. I need to cancel my agreement.
Business response
10/30/2024
Mr. Fluevog,
Thank you for reaching out with the stated concerns.
Our records indicate that you spoke with an agent and your cancellation request was received on 10/15/2024. Your merchant account was closed on 10/25/2024. A confirmation of the cancellation was sent to the email address on file.
We believe the issue has been resolved however, if you have any further questions or concerns please do not hesitate to reach out to us at ************.
Thank You, Fiserv
Initial Complaint
10/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Kolbeh bar & grill complaining..Poor service, takes days to speak with representative. I changed bank 2 weeks ago and gave them all information, they said 3 days, now we are about to be in second week. Its not legal to hold companies money and get interest on it.. I want the in my account or I will find some other company , yesterday representative said for sure I get paid on August 8th and nothing merchant One has let me and others down
Business response
10/11/2024
Mr. *****,
Thank you for reaching out with the stated concerns. We apologize for any frustration caused when trying to get an update made to your account.
Unfortunately, we are unable to locate your merchant account with the information provided. Please provide your merchant number so we may access your account and assist.
Thank You, Fiserv
Customer response
10/12/2024
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.

[Please type your response here.]

Regards,

**** *****
Business response
10/17/2024
There are no attachments
Business response
11/04/2024
Mr. *****,
We have received the attachment which is a bank statement. This however does not provide any additional information to assist us in finding your merchant account number. If you can provide your ********************** services statement or merchant number that would be helpful. If you need to update your banking information, you can do so by calling the customer service phone number listed on your merchant service statement.
Our understanding from your compliant is that you contacted Merchant One in July to request an update to your bank account however, it has still not been updated and you have received your funding. Please let us know if that is not correct.
Provide us your merchant number, doing business as name, business address, business phone number, old bank account number and the new account number that should be listed on the account.

Thank You, Fiserv
Initial Complaint
09/19/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been attempting to reach Customer Support for over a week to cancel my account with no success. I have tried every available option for getting into contact with customer support, to include calling all listed numbers, emailing support, using the *** option from hold and even had customer service attempt to reach customer support. All in an attempt to cancel my account. My bank account has become overdrawn due to not being able to contact and cancel. *** *** finally sent a cancellation form but refuses to address the rest of the situation.
Business response
10/11/2024
Ms. ****,
Thank you for reaching out with the stated concerns.
Our records indicate that we contacted you on 9/25/2024 via phone however no answer. We then sent an email advising that we were reaching out to discuss the BBB Complaint. You advised no other number was available and preferred to be contacted via email.

We provided instructions on canceling account and the ********************** account has been closed since 9/26/2024. Cancellation confirmation email was sent on 9/26/2024.
If you are requesting refunds please return the call so that we can discuss and reach a resolution.
Thank You, Fiserv
Initial Complaint
08/22/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
on 3/27 I closed my Mechant One account and after they were charging me for not using my card reader. The issue was reported to BB ******** and resolved by them sending me a check for the incorrect charges which was collected. The interesting part is a few months later got a collection again after the card reader was send back and cancelled for nearly 4 months. (4/10/24) system was cancelled. Closure request ***************. Need to understand what these costs are for since the system was only used once to test. No idea what these costs are for and they make it impossible to see what costs are for, but handing it over to a collection company ****
Business response
10/11/2024
Dear ****** ******,
Thank you for your patience, we apologize for any frustration. We continue to work with Merchant One and the collection agency to get this resolved for you. We are working to make sure the balance is waived and any refunds are processed.
Once everything is completed we will reach out directly to confirm.
Thank You,
Fiserv
Customer response
10/11/2024
[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.

Regards,

****** ******
Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On May 1st I reached out to Merchant one to cancel our service. We were no longer processing payments for credit/debit cards for our business so it may no sense to pay the $136.85 per month. I cancelled on May 1st by submitting a form provided by Merchant One via email, and I got an email confirmation back that everything was in order and would be taken care of.June 6th: I got charged the regular monthly fee again. I called the customer service number, and the customer service *** shared with me they bill one month in arrears, and that it was a justified charge. She assured me I wouldn't be charged again.July 6th: I got charged the regular monthly fee again. I called customer service and spoke to a supervisor. They informed me that I would be refunded the June and July payments as they were collected in error. I was told that would happen within 7 to 10 days. I was also assured I wouldn't be charged again.August 1st: I still had not received my refund of the 2 months that shouldn't have been charged. I called to inquire, spoke with a different supervisor, who informed my I should be paid sometime the week of 08/04. August 6th: I was charged for a third time for a service I cancelled three months ago. I called customer service multiple times, and still have not been able to speak to a supervisor. I was sent the cancellation form AGAIN to fill out via docusign, so I can only imagine what was done or not done the first time I filled out the form. I filled the form out via docusign and sent it back 4:00 today. I'm now owed a total of $410.55 for being billed the months of June, July, and August. And I still have no assurances I won't be charged again.
Business response
08/21/2024
************************,
Thank you for reaching out with stated concerns.
The merchant account has been closed with a refund issued of $273.70 on 8/16/24. Please allow 7-10 business days to see the refund deposited.
Do not hesitate to reach out should you have any further issues or concerns.
Thank You, ******
Customer response
08/29/2024
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.

I did receive the refund, but now I'm getting emails saying that I owe Merchant One money. I replied back to that email once again relaying the entire course of events AGAIN. So apparently now I need some correspondence from your company saying I don't owe any more money and that this issue is fully closed. I won't be closing this complaint until I know that I won't be getting pestered for more money that we do not actually owe.

Regards,

*********************************
Business response
09/05/2024
************************,
Thank for contacting us regarding the collection letter that you received. We apologized for any frustration caused.
We have reached out to Merchant One who stated they are in touch with you and are working to have the balance waived. They will confirm directly with you when the waiver is completed.
Thank You, ******
Initial Complaint
08/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have attempted to close our account numerous times as I have switched credit card processors, but have not been successful in doing so, resulting in continued monthly fees.
Business response
08/06/2024
****************,
Thank you for contacting us with the stated concerns. We would be happy to assist but would need additional information to locate your merchant account and resolve the complaint.
Please provide your merchant ID number, business name, when you first requested cancellation, and any proof of cancellation requests for review.

Thank You, ******
Customer response
08/06/2024
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.
I can't even log in my account portal to provide you the merchant ID. The password that I have isn't correct. When I attempt the password reset it my account gets locked and I'm instructed to call for assistance. And when I call I'm placed in an endless queue to wait to a representative. I wish to be contacted by a representative via telephone. I'm tired of dealing with this and it's obvious that your company makes it nearly impossible to cancel your services. If I'm not contacted by Friday, August 9th, by a representative that can successfully close my account and provide a refund for unused services, I'll file a complaint with the State ************************** ************** is the best number to contact me at.

Regards,

*************************
Owner
Business response
08/21/2024
****************,
You complaint does not provide any account information. In order to have the correct person contact you who can close the account we need to locate the account.
If you can provide a copy of your merchant statement or merchant contract that would help. If you do not have your merchant number, please provide your doing as business name and address. Also, let us know what company you are processing with. Fiserv has many different alliances.
Thank You, ******
Customer response
08/21/2024
[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
08/04/2024
Complaint Type:
Product Issues
Status:
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.
We received a phone call from a representative to sign up with the *** system for our new business. The gentleman made it clear it was free, until at the end when he states $99 shipping. We agreed. Ive used this system less than a dozen times. On 8/1/24 I had received a payment on the system from a customer. When I go to check my bank account the following day,8/5/24 the amount deposited was not the amount received in my account. I contacted the bank immediately only to find out that there was a hold on the funds. I contacted your company and never spoke to anyone over the phone, only by message. I had been charged $198.13 for fees. The representative quit communicating and they are not open on weekends. I am infuriated, Id like what was debited from my customers card in the correct amount and fees reimbursed. I no longer wish to do business with this company.
Business response
08/06/2024
**************,
Thank you for contacting us with the stated concerns. Unfortunately, we are unable to locate your merchant account with the limited information provided. Please respond with your merchant number and business name. Once we are able to access your account we would be happy to assist with your funding concerns.

Thank You, ******
Customer response
08/06/2024
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.

My merchant ID is
5179 2403 0532600
Name of business is ***** ******************** LLC

Regards,
***********************
Business response
08/28/2024
*************,
Thank you for providing the additional information.
In review of your account, we show we show two transactions on 8/1/2024 in the amounts of $216.37 and $196.13. These amounts for a total of $412.50 was deposited to you on 8/2/2024. There were no funds held from that amount.
July monthly fees of $96.13, statement attached for your review, were attempted to be debited on 8/6/2024 however those fees were rejected back from the bank as unpaid.
Your account is currently still open. If you wish to close the account or would like to review the fees or deposits to your account, please contact merchant one at ************.

Thank You, ******
Initial Complaint
07/30/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was falsely misled into believing the total fee for their service was $9.95 plus transaction fees. I was never told that I had a minimum quota of $25 per month. I was falsely overcharged $75 for three months of their service. **************** refuses to help me.
Business response
08/15/2024
Thank you for bringing your concerns to our attention. It is our understanding that Merchant One contacted you to resolve. As of 8/8/24, you were refunded a total of $75.00. An email was sent with refund details. They consider this matter to be resolved and closed. If you have any further questions, you will need to contact Merchant One Customer Support at **************.
Customer response
08/15/2024
[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
07/29/2024
Complaint Type:
Product Issues
Status:
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.
1.Transaction fee percentage fraud, telling 1.5% in most transactions, actually charging more than 5%2. The transaction on May $1,837.00 is on hold and not send to us.request:send the payment $1,837.00 immediately ,and close this account and send return label to return the devices to you guys.
Business response
08/16/2024
Thank you for bringing your concerns to our attention. It is our understanding that Merchant One contacted you on 8/15/24 to address your concerns. The Agent discussed your fees as well as the risk case where the Risk Team had concerns with validating some transactions processed and returned them to the cardholders. You were educated on the risk process and how those decisions are typically made. We understand that you wanted to proceed with the account closure and requested a return label along with deleted sales card information to process with another Company. As of 8/15/24, the merchant account is now closed and a confirmation email was sent to you with a summary of the call along with the return label and sales information. We consider this matter now resolved and closed. If you have any further questions, you will need to reach out directly to Merchant One Customer Support at **************.

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ComplaintsforMerchant One, Inc.

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