Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Since I began using Leaders Merchant Services in March 2022, I’ve been charged over $2,000 in unexpected fees that weren’t part of the agreement I initially signed. On 2/4/25, I noticed these charges and called for an explanation, only to find out that I’ve been billed for fees I never agreed to. When I asked for a refund, my request was denied. I truly believe this company intentionally hides large fees and deducts amounts with the hope that customers, like myself, won’t notice until much later. I take full responsibility for not being more diligent with my accounting, and I understand I may have been naive in trusting everything would be transparent. However, I can’t shake the feeling that I’ve been completely scammed. I’m beyond frustrated, and I’m filing this formal complaint to make sure others don’t fall victim to the same unfair practices.

  

  Business response

  02/10/2025

  We appreciate you bringing your concerns to our attention. As outlined in our
  terms and conditions, merchants acknowledge that fees, rates, and charges
  may change. Merchants are informed of these changes through statement
  notifications or letters and have a designated period to dispute them.
  While the fees associated with your merchant account were valid, we will issue
  a refund of $359.70 as a courtesy, upon your acceptance of this response.
  
  Thank you.
  

  Customer response

  02/10/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22898410, and find that this resolution is satisfactory to me.
  
  Regards,
  
  K***** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I attempted to cancel my account on 10/13/24 and was told the account was closed. I have been being charged almost 500 dollars a month still and found out my account was never closed. I received a message via email than now they have sent me to collections with no warning letters or any type of contact to resolve this matter. This is bad business. Clover, leaders and paysafe should really be looked into. I believe there's some type of scandalous actions being performed here. I ONLY signed up with clover yet here I am having to deal with 2 other companies that I had no clue ever existed. This entire process has been a nightmare.

  

  Business response

  01/17/2025

  Thank you for reaching out with your concerns. We were unable to locate a record of closure in accordance with the agreement
  on the date specified in your complaint. However, we can confirm that a closure form was received on January 9, 2025, and the
  account was subsequently closed on January 12, 2025. While the fees associated with the merchant account were valid, we have
  decided to waive the outstanding balance as a gesture of goodwill.
  
  Thank you. 

  Customer response

  01/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22773725, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Someone called me in 2019 on the phone regarding credit card processing services. I told them we did not use them that much, that our square swiper worked just fine. He said their rate was cheaper than square and could he send me information, he asked me information about the company and information about myself, and he sent me their pricing schedule via email, to which I never replied. He then called me and asked if I had received it and I said I was not interested as we were thinking of closing the company. That was the end of it. No further emails nor any postal mailing about this. We closed the company and moved in 11/20/20. I closed all open accounts. My husband keeps a banking register and does not look at bank statements unless there is a problem. He went to use his card in November and was not able to, so he checked his statement and sees a charge from these people and they have been charging it since mid 2019. from $134.09 a month to $209.09 a month, randomly charging $338.09 one month, $263.09 another. Every month charging $15 for equipment (I never had any equipment). I call them they say I have an open account. I ask for a copy of a contract. They send me one signed electronically (I do not do this and anyone can create an electronic signature under any name). And it was signed under my maiden name which I gave him at the time of the call but changed by the date they have on contract due to getting married as well as the address. They have charged us well over 14k and we have never had a single transaction with them. I never signed this contract. Their response was for me to prove I didn't sign it. How do you prove you DIDN'T do something? I am asking for the last 12 months back ($2,962.07 monthly charges + $15 a month they also charged me in a separate transaction for "equipment") which still leaves them well over $11,000 they've charged me fraudulently and for nothing.

  

  Business response

  12/20/2024

  Thank you for giving us the chance to address your concerns. Please note, according to
  the terms and conditions of our commercial agreement, a written and signed request from the
  authorized account holder is required to process a closure.
  
  All fees remain valid as we have no record of a request to stop processing with the company or
  close the merchants’ processing account prior to December 2024. Our installation notes indicate
  that we communicated with someone at your business who installed the card reader.
  
  As a gesture of goodwill, the company will issue a refund of $1,264.45 and waive $209.09 of the
  outstanding balance. Upon your acceptance of this response, the refund check will be mailed.
  Please provide your mailing address and allow up to 30 days for processing and delivery.
  
  Thank you.
  

  Customer response

  12/23/2024

  
  Complaint: 22705230
  
  I am rejecting this response because I clearly explained above that I signed no such contract.  You have been doing this to me for 4 1/2 years without my knowing and I am asking for 12 months charges and "equipment" fees for equipment we have never had.  This amount is $2,962.07 monthly charges (November 2023 - November 2024).  You have a contract signed by SOMEONE electronically but it is not me.  If it had been me they would have used my legal last name.  Your sales tactics are evident on every complaint on every website, and you have NO positive reviews on BBB at all.  I want the amount I asked for, and am foregoing the other $11,000+ you owe me.  You have given FULL refunds to people who admit to having signed contracts but not understood them but you will not give one when I never even signed one?  You can mail $2,962.07 to Lake Frances Drive West Columbia, SC 29170 and do the right thing

  Regards,
  A**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  01/03/2025

  In review of your account as mentioned in our original response we do not show record of receipt of a written closure request for your account prior to December 2024.  However we received your signed closure request form dated December 4, 2024, your account was closed December 9,2024, and the closure confirmation was emailed to you. 
  
  Regarding your refund request our decision remains the same all fees charged are valid. Our courtesy offer is still available to you. We will issue a refund of $1,264.45 and waive $209.09 of the outstanding balance. Upon your acceptance of this response, the refund check will be mailed. Please provide your mailing address and allow up to 30 days for processing and delivery.
  
  Thank you.

  Customer response

  01/06/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22705230, and find that this resolution is THE ONLY ONE they are making me so I have no choice but to accept it.  Please beware this company.  My mailing address is 279 Lake Frances Drive West Columbia, SC 29170
  
  Regards,
  
  A**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I requested the services of Merchant Services at the end of October 2023. Just after receiving the card reader, I’ve cancelled my account by phone. I’ve got the return label to return the card reader by mail, immediately. A year later to my surprise, we were able to identify multiple charges throughout the year, totaling $1,130.10. I called customer service and was informed that my account remained open because they had not received the "closure form." I explained that I followed the instructions provided by the representative over the phone and that we NEVER received such a form. The representative reviewed the records and confirmed that the company never sent the form. She also said that it was entirely their fault (which I recorded) and that I should close the account and request a refund, which I did. However, the refund was denied. When I called again to find out why my refund was denied, they informed me that my account was only closed on December 5th, 2024, and for the refund to happen, I would have had to send the closure form last year. How can a form be required if it was never sent? How can I be charged for a service I am not using? How can I be charged for a service when I no longer even have the card reader, as it was returned last year? This is a clear example of total disregard for the customer. The company simply wants to profit without providing the service, creates rules to make cancellation difficult so they can continue charging for a service that is not being rendered, or even worse, they never sent a form on a purpose, so they have the right to charge. Your failure to provide essential documents and instructions, coupled with the continued billing for an inactive account, suggests either negligence or intentional practices that make account cancellations unnecessarily difficult.

  

  Business response

  12/19/2024

  Thank you for bringing your concerns to our attention. We apologize for the miscommunication regarding the merchant account closure. Upon acceptance of this response, we will issue a refund of $1,139.80 to the bank account on record.
  
  Thank you.  

  Customer response

  12/20/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22670495, and find that this resolution is satisfactory to me.
  
  Regards,
  
  F******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In November of 2021, I reached out to Leaders Merchant Services to look into a potential POS system to use for an event that I was putting on. I thought that I wanted to pursue the POS route, but decided later on that it was too much at the time. I had spoken with a sales rep and started the process by submitting an application on 11/17/21, saw that the application was approved, and on 11/19/21 I told the sales rep that I had decided against moving forward with the POS at that time.. I was never sent any hardware and believed that to be the end of it. Four months later, in April of 2022, I received an email stating that I had an overdue balance for an invoice from Leaders Merchant Services, so I called in and notified them that I never purchased a POS system and they assured me that I would not be prompted to pay any more money. Flash forward to a few weeks ago: I audited my bank account and noticed that I’ve been paying $189 a month for the last three years to an unknown recipient, so I called my bank to put a stop on the charge. I just now found out that I have been paying this company for a service that I was not aware of and that I did not agree to. I have called in to LMS(paysafe now?) twice this last week, and was told by customer service that I would not be issued a refund, and I believe that I am owed this $3500 that I have been unknowingly paying over the last three years for equipment that I never received, after making it clear that I was no longer interested in the POS system. LMS sent me the application that I submitted in November 2021 last week, which I have attached here. I also have my email to the sales rep on 11/19/21 stating that I would not like to move forward with any POS purchase.

  

  Business response

  12/13/2024

  Thank you for the opportunity to address your concerns. Please note that a request for closure must be submitted in writing and signed by the authorized
  account holder, in accordance with the terms and conditions of the commercial agreement between the parties. As a courtesy we waived the outstanding
  balance of $189.10 and will initiate a refund of $3,496.00. Upon acceptance of this response, the refund check will be mailed. Kindly provide your mailing
  address, and please allow up to 30 days for processing and delivery. 
  
  Thank you.  

  Customer response

  12/13/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22660688, and find that this resolution is satisfactory to me. I wish to provide my mailing address to Leaders so that the refund check can be routed to my address: **** ** ***** St, Portland, Oregon 97206
  
  Regards,
  
  E*** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  11/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  From September 1 to September 30, 2024, Leaders Merchant Services charged my company, Black Enigma, $121.95, which included $99 for Additional Fees, $15 for a Minimum Discount Fee, and $4.95 for a Customer Service Fee. I initially assumed this was due to a non-compliance fee. On November 19, I received an email from HOU-Collections@PaySafe.com regarding a failed attempt to debit my account for $121.95 for October 2024. After updating my bank details, I realized the September fees were unrelated to compliance and requested clarification. The collections team directed me to email merchantsupport@merchants-help.com. I learned the $99 fee was labeled an "inactivity fee" due to three months without sales. Upon reviewing my Merchant Payment Card Application and Terms & Conditions, I found no mention of an inactivity fee. Repeated requests for documentation confirming its disclosure went unanswered. Instead, I was referred to general terms about "Additional Services" fees, which do not specifically define the inactivity fee. Customer support confirmed no refunds would be issued but could not clarify the fee structure or provide a list of undisclosed charges.

  

  Business response

  11/25/2024

  We appreciate the opportunity to address your concerns. Our records indicate that a price update letter, which included
  the inactivity fee, was mailed around May 30, 2024. Consequently, fees associated with your merchant account were applied.
  As a gesture of goodwill, we have waived the outstanding balance of $121.95, which includes the October month-end and
  inactivity fees. We hope this response, along with the outstanding balance waiver offered herein, helps bring a satisfactory
  resolution to this matter.
  
  Thank you.
  
  

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November 2023 contacted by Madison from Leaders/Paysafe on new rate and told my equipment was obsolete Got new equipment and was told if they wanted the old machine I would receive an email where to send it. End of August 2024 699.00 was taken from checking account. Initially was told it was not Leaders that took it but my bank verified it was leaders. I was told then if I sent equipment back I would be refunded. Richard provided return address. I sent it back them receiving on September 9 2024. Now after numerous emails and calls am being told refund denied. The worst thing is this equipment was supposed to be free when I signed up with them in 2021. My case number is 03****83

  

  Business response

  11/19/2024

  Thank you for the opportunity to address your concerns.  Our records indicate your refund request for return of equipment in the amount of $699.00 was approve today November 19,2024.  Please allow 3 to 5 business days for processing to delivery to your bank account on file via electronic deposit. We hope this bring satisfactory to this matter.
  
  Thank you

  Customer response

  11/20/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22575528, and find that this resolution is satisfactory to me. This is only if the amount does in fact get refunded. 
  
  Regards, Kelley 
  
  K***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The account was opened this account on March 5th 2024 and closed it on March 15 2024. They insist I did not properly close the account therefore they continue to keep this account opened. I have never processed 1 single transaction as I decided to use another vendor Here are the debits out of my business account: March $48.60 April $$49.90 May $49.90 June $79.85 July $79.85 August $178.85 Sept $178.85 Oct 178.85 Nov $178.85 -just a few days ago As you can see they increase the fees if they believe you are not t noticing it. I called them tonight. They are well trained to distract the conversation and not address the charges and insist I never cancelled. This company was sued for over $2,000,000 for the same issue and paid huge fines to the Ventura District Attorney and customers.

  

  Business response

  11/25/2024

  Thank you for the opportunity to address your concerns. As per the terms and conditions of our commercial agreement, a request for
  account closure must be submitted in writing and signed by the authorized account holder. Although we have not received such a written
  request, we will consider this complaint as a formal closure request. Your account has been closed effective November 14, 2024.
  
  A pricing update letter, which included details about the inactivity fee, was sent on June 19, 2024. While the fees associated with your
  merchant account were valid, we will issue a refund of $178.85 as a courtesy, upon your acceptance of this response.
  
  Thank you.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We closed our account on June 30. We kept the cancellation form as proof. The company continues to access our banking account without permission and charging us for several more months until we realized there were additional charges after the cancellation. The months that followed cancellation our assessed fees were multiple times the normal amount in the previous months. We think someone in their company realized we had cancelled, so the person(s) attempted to grab as much as possible before we realized they could still charge us. We called the company several times and requested refund for the fees for the months after the cancellation. So far the company only agreed to close our account. But they didn't mention whether they will refund our money that were stolen.

  

  Business response

  10/16/2024

  Thank you for giving us the opportunity to address your concerns.
  After thoroughly investigating the issue, we will be issuing a refund
  In the amount of $312.45, which covers the month-end fees charged.
  This refund will be processed once you accept this response.
  
  We apologize for any inconvenience this may have caused.
  
  Thank you,
  Leaders

• Initial Complaint

  09/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up with Swipe Simple Leaders Merchant Services the representative explained what their fees would be, however after a few months of seeing all the charges the fees are not even close to what she told me they would be. In August 2024 we were scammed and a person purchased tires worth $48,039.20 using Leaders Merchant services we sent the customer an invoice, which we thought was a secure way to conduct business, all (3 trans) were approved through Leaders processing, we later found out that this was a scam, Leaders should've rejected all those transactions right away as the person didn't have all the credit card information for the transaction to go through, We contacted RiskRewiew department as they emailed me about one of the transactions they were "holding the funds" and needed verification from us before they can transfer the money to our , bank account, I spoke with Sandi with the RiskReview department and she told me that because we knew this was a scam and these 3 transactions will come back as chargeback items and since it hasn't been deposited to my account so I wouldn't need to mess with the chargeback I should just do a refund, because I thought she was trying to help us I went ahead and followed her recommendation and submitted the refund, just to find out that because i processed the refund i was charged $480 to process the refund, Sandi never told me I would have to pay this fee, and i tried contacting their customer service department multiple times, horrible customer service, nobody was able to help me, i requested the $480 to be refunded and they said because i ran the transaction (even though their representative told me to do it) I have to pay the fee. I also did 3 transactions after these chargebacks, and they kept my money (because of all the fees) i got charged another $1761.55 in "fees" but my statement only has my fees being $641.76, so they charged me $2569.79 and nobody can tell me what these fees are for.

  

  Business response

  09/19/2024

  Thank you for allowing us to address your concerns. Our Risk team has contacted you to discuss account options and provide solutions. To avoid a chargeback, they suggested a refund. Although the fees were valid, we will issue a courtesy refund of $1,063.97. Our records show an outstanding balance, please contact our Collections team for balance and payment details. The refund will be issued once the outstanding balance is settled.

   

  Thank you. 

  Customer response

  09/19/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22263269, and find that this resolution is satisfactory to me.

  I have reviewed the response made by the business in reference to complaint ID 22263269, and find that this resolution is satisfactory to me.

  I would like to have a check mailed to me at **** ***** ** Florence KY 41042

  
  
  Regards,
  
  I***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer response

  09/19/2024

  Yes there is an outstanding balance because your company took the $1063 , they also kept one of my deposits of $660 nobody can tell me what happened with it, if you could kindly refund me the $1063 and I will be making a payment once I get the refund. 
  im sorry but your company has been nothing but disappointing and unhelpful.

  We are a new business and we got scammed , these transactions shouldn’t have ever gone through as the address or names didn’t match (why did your company approve the transactions) 

  I have spent probably 10 hours on the phone with your customer service trying to get this money refunded , trying to understand my statement , trying to figure out what happened with my deposits, all I keep getting is run arounds, I’ve been hung up on for asking to speak with a manager (not being rude) hung up on again while speaking with the chargeback department , you are more than welcome to listen to those conversations ( and share them with the BBB) we will all see that I was very professional, and I just needed help which I couldn’t get from your representatives.

  i will settle that payment once you make this right , because the way things have been handled you will most likely not refund me.

  The $1063 and also figure out what happened with my deposit of $670, that your representatives are not able to.

   

*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. ↩