Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 3, 2024 I entered an agreement with PayProTec a registered DBA of EPX and a registered ISO of BMO ****** ****, *******, ***After speaking with the sales representative on the phone, they told me I was required to have 2 terminals to meet PCI requirements, so I would be charged $156. I only received 1 terminal, which the sales representative then stated they didnt know about the previously mentioned PCI requirements. After asking for further clarification, the sales representative told me that I was actually being charged $156 because of the pro-rated first month. Again, this was incongruous with what had been communicated previously. I communicated my frustration and requested a cancellation of my contract with no penalty, but the sales representative and other representatives from the company continued to be evasive, unclear, and would not clarify the issues I explained I was facing.Month after month I have tried to get clarification on various fees that I am being charged, but I have never been given straight answers. I attempted to reach them on three separate occasions, once on July 23rd, then again on August 15th, and finally on October 9th, 2024. As mentioned before, I have continued to face a significant discrepancy between what was promised to me by the sales representative and others in the ********** company and what has been provided to me. I was told repeatedly that I would receive loan options as a result of utilizing their payment system, but this did not come to fruition. I was told I would be charged a flat $78 fee per month, but I have continued to be charged at a higher rate each month. For September and October I was charged $91.04 each. This is unacceptable and their failure to respond to my emails feels like an intentional strategy to continue to exploit me.

  Business response

  12/17/2024

  Hello,

  We have received your complaint and we want to first apologize for the miscommunication you've experienced.  
  
  PayProTec is a merchant service provider. We have many independent sales offices who sell our merchant payment acceptance services. From the correspondence you provided, it looks like you were working with one of those ISO's. PayProTec only provides our ***'s the merchant service of the ability to accept payments. The other merchant services (payment for the terminal(s) and loan options) are not services we provide. When an *** offers these services, they are working with other third party vendors. We have no visibility of those terms and conditions or those contracts. 

  We can provide you assistance with your merchant service payment acceptance account if you contact us directly. We apologize for the *** representing themselves as an employee of PayProTec and we will be addressing this directly with the ***. If you can please reach out to us at ************************************** we will work with you to close your merchant payments account and provide refunds for all of the erroneous fees that you have incurred on that account.

  Looking forward to hearing from you soon.

  Best regards,

  The PayProTec Team

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was contacted on 9/17/2024 about the fees I was overcharged when processing credit cards. I was under the impression I was speaking to a specialist handling my account. I was told I would be refunded the overcharges and my current plan would be switched to a flat rate monthly charge as we only process 1 or 2 credit cards per month. In the end, I ended up with a completely new MID# and a contract with a 2nd company. When I contacted the company I have been with for years I was told to contact PayProTec as there is a 30 day ***** period to close the account. After doing that I was treated rudely and have since been ghosted by the specialist and have had zero response from them about terminating our account. As of today there has been a withdrawal from our account for additional fees over and above the amount that was even discussed. I will be continuing to pursue this. Can not believe the underhanded scam practices they are allowed to use.

  Business response

  11/20/2024

  We extend our sincere apologies for the inconvenience you have encountered. Your experience with us is truly important, and any misunderstandings that may have arisen are deeply regrettable.  It's important to underline that the scenario you've outlined is not in alignment with the standard procedures upheld by PayProTec. As a company, we maintain a commitment to transparent communication,and we acknowledge that there might have been a lapse in conveying certain specifics. Our intention is to always provide clear and open information, and we take responsibility for any gaps in our communication.
  We want you to know that our distribution is facilitated through a network of independent agents.
  
  PayProTec is a merchant service provider and ********* is the independent sales office who contacted you and provided you with our merchant service application.  
  
  We would like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed. If you prefer to reach out to us directly, you can email us at **************************************************************** or call our office to work with one of our customer service representatives.  
  
  Would you like for us to cancel and close your merchant processing account?Would you like to speak to the independent sales office *********, concerning the equipment you received? The sales office provides the equipment, we are not involved in the contract for the purchase of the equipment. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  They scammed me saying that I would get a credit line without ever using the credit card machine that they sent. They did not explain that type of *** deposits that my business receives also do not qualify. I had numerous calls with ***** who said that she spoke to higher *** and my account would be canceled with no charges. I emailed to ****** asking for clarification on 9/30. I have been charged three times, today for $164.42. Previous charges were $10 on October 1 and $35 on November 1. This is the first part of the termination letter that I emailed to them:From: ******************** To: ********************************** ************************** ***** ***** >***************************************************************************** October 2, 2024 at 12:56 PM Termination and return of terminal device PayProTec ********************************************************************** ************** To Whom it May Concern,As per terms set forth in "section 1.16 Term:Termination (f)" (quoted below) of the agreement, I am immediately terminating the agreement prior to utilizing any services or authorizing any fees. The unopened equipment will be returned. The agreement was signed after the credit card processing services were represented to me as beneficial for my company that does not utilize credit cards and does not initiate the *** deposits received. I was very clear that my business has no use for this very expensive credit card processing service. There was no clarification of fees or the extensive obligations defined in the agreement. It was represented to me that I would be provided with a line of credit with a low monthly fee, not that I would be purchasing such an expensive devise with multiple layers of potential additional fees, undefined obligations and intrusive outside control of financial aspects of my business. I wish to ****** the agreement immediately prior to incurring any obligation. Please refund any charges taken from my bank account and do not make any additional deductions from my account.

  Business response

  11/27/2024

  Hello ******,

  First and foremost, we regret the inconveniences you've dealt with. We sincerely apologize for the experience you've been through. The situation you described does not reflect the standard practices we uphold at PayProTec.

  One of our representatives reached out via phone on 11/27/2024. We hope they were able to help with the misunderstandings in the prior communications you've had with the independent sales office you were dealing with. We have thousands of different ***'s who sell our credit card processing services. Those ***'s may also sell other business services, like the credit line it looks like you were offered. Unfortunately, those other business services are not programs we provide so we have no visibility of those services or their contracts and agreements. This limits our ability to assist with grievances with those third party services.

  We do however understand you were provided our credit card processing services under under questionable miscommunications. We have closed your credit card processing account and a refund of all fees ($10 on OCT 1st & $35 on NOV 1st) have been requested and will be deposited in your account in the next 3-5 business days. The $164.42 you mentioned in your complaint was not debited by us. We hope you are able to find the company that processed that debit from your bank account.

  We also want to thank you for bringing your situation to our attention. We value all feedback and will use this to guide our training efforts to shape our ISO's direction to represent PayProTec and uphold our standards.

  If there is anything else we can do, please do not hesitate to reach out to us at ****************************************************************.

  We wish you and your business continued success. 

  Sincerely,

  The PayProTec Team

  Customer response

  11/30/2024

   I am rejecting this response because:

  Although I do appreciate the prompt Response from PayProtec and the refund of $35, they also had charged me $10 that needs to be refunded. They also need to hold their subcontractor SaberPayments accountable for the $164.42 that they charged through a third-party processor ***************************** SaberPayments Is the company who apparently subcontracts for PayProtec marketing the credit card processing devices to businesses.  SaberPayments is where the scam started when they claimed that it was not necessary to use the device to gain access to a line of credit by having the device.
  ********************** could assist further by refunding the $10 charge and by insisting that their subcontractor SaberPayments also acts in an ethical manner and refunds the $164.42 that was deducted. In my mind, PayProtec, in continuing a business relationship with the subcontractor, assumes responsibility for the actions of that subcontractor.

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was called by the company saying they were going over my current credit card rates. They told me they were the parent company of my current provider. They said they could get me better rates. I asked again if they were my current cc provider and they repeated they were the over writers for my current contract. So we went through the steps to get my rate adjusted by an " account specialist," Come to find out they have nothing to do with my current cc company I've used for over 20 years. They had me full out all kinds of paperwork under the guise of being my current provider. Thankfully I record my calls. I'm going to contact them today to try and get this "contract" canceled. Unbelievable scam practices.

  Business response

  04/25/2024

  We extend our sincere apologies for the inconvenience you have encountered. Your experience with us is truly important, and any misunderstandings that *** have arisen are deeply regrettable.  It's important to underline that the scenario you've outlined is not in alignment with the standard procedures upheld by PayProTec. As a company, we maintain a commitment to transparent communication,and we acknowledge that there might have been a lapse in conveying certain specifics. Our intention is to always provide clear and open information, and we take responsibility for any gaps in our communication.
  We want you to know that our distribution is facilitated through a network of independent agents.
  
  PayProTec is a merchant service provider and we have many independent sales office who contacted you and provided you with our merchant service application.  
  
  We would like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed. If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.  
  
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have switched my services and have attempted to close my merchant account with ************************ have been met with ridiculous quotes of outrageous "cancellation fees" ranging from several thousand dollars, to $795. Even after reviewing the signed agreement I have with PayProtec, not only does the section concerning the terms of cancellation not explicitly state what my termination fee should be, but I was not required to acknowledge/initial that section of the agreement. This feels very clearly like an attempt to ***** my business and unacceptable amount of money just for the sake of being greedy.

  Business response

  03/01/2024

  We extend our sincere apologies for the inconvenience you have encountered. Your experience with us is truly important, and any misunderstandings that *** have arisen are deeply regrettable.  It's important to underline that the scenario you've outlined is not in alignment with the standard procedures upheld by PayProTec. As a company, we maintain a commitment to transparent communication,and we acknowledge that there might have been a lapse in conveying certain specifics. Our intention is to always provide clear and open information, and we take responsibility for any gaps in our communication.
  We want you to know that our distribution is facilitated through a network of independent agents.
  
  PayProTec is a merchant service provider and ********* is the independent sales office who contacted you and provided you with our merchant service application.  
  
  Would you like for us to cancel and close your merchant processing account?Would you like to speak to the independent sales office *********, concerning the equipment you received? The sales office provides the equipment, we are not involved in the contract for the purchase of the equipment. We would like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed. If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.

  Customer response

  03/04/2024

   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. Please cancel and provide the information for me to send the equipment back.

  Thank you so much for your help

  *********************;

  Customer response

  04/03/2024

  Hello, I am reaching out regarding case number 21309331
  
  I was looking to close my account and I thought I did but I still got billed for this month. I still havent the equipment and have no idea where to send it back and if Im actually out of the contract. 
  
  Thank you 
  

  
  

  Business response

  04/12/2024

  The merchant account has been closed has of March 8th with the *** being waived.  We are sorry you have not received shipping information and will 

  provide that information via email.  The billing you received was for ******************************** the beginning of March. 

  There will not be any further ******** for this merchant account.   Please let ** know if you need any future assistance. 

  PayProTec 

  Customer response

  04/12/2024

   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.

  please send shipping information, I have been getting charged for the equipment that was assigned to me when I signed with you all. 

  
  

  Thank you.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/26/23 I received a phone call from PayProtec claiming that they worked with my current merchant service provider (Talus) and were involved in negotiating rates.I was unaware that the phone call was really a sales call aimed at current merchant provider and was coerced into using them for my merchant provider. Nothing Payprotec relayed to me was verifiable by my current merchant services provider. this is horrible and unethical business practices by PayProtec, Not sure how they are legally allowed to operate.

  Business response

  12/12/2023

  We have received your complaint and we want to first apologize for the miscommunication you've experienced.  
  
  PayProTec is a merchant service provider. We have many independent sales offices who sell our merchant services.  
  
  Chellecom is the independent sales office who contacted you and provided you with our merchant service application.  
  
  We here at PayProTec are not part of the selling process.  We only provide the service after the sale is completed.  
  
  We would, however, like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed. If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.  
  
  Would you like for us to cancel and close your merchant processing account? Would you like to speak to the independent sales office Chellecom, concerning the equipment you received? The sales office provides the equipment, we are not involved in the contract for the purchase of the equipment.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/8/23 I received a phone call from PayProtec claiming that they worked with my current merchant service provider and were involved in negotiating rates. The phone call was really a sales call aimed with poaching me from my current merchant service provider & trying to obtain my sensitive business information. Nothing Payprotec relayed to me was verifiable by my current merchant services provider. To top it all off I was told Payprotec's spiel was full of legal red flags, when confronted they would not back down and stuck with their original story. They tried to get me to pay for new credit card terminals and everything. My current merchant service provider was shocked. Bad and unethical business practices by PayProtec, not sure how they are legally allowed to operate.

  Business response

  11/16/2023

  We have received your complaint and we want to first apologize for the miscommunication you've experienced.  
  
  PayProTec is a merchant service provider. We have many independent sales offices who sell our merchant services.  
  ********* is the independent sales office who contacted you and provided you with our merchant service application.  
  We here at PayProTec are not part of the selling process.  We only provide the service after the sale is completed.  
  
  We would, however, like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed.

  If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.  
  Would you like for us to cancel and close your merchant processing account? Would you like to speak to the independent sales office *********, concerning the equipment you received?

  The sales office provides the equipment, we are not involved in the contract for the purchase of the equipment. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are experiencing many of the same complaints outlined here. We were contacted a few months ago by a representative of PayProTec. Upon review of our account, they stated that our equipment was outdated and that we were paying too high of processing fees. We were promised huge savings by upgrading our equipment and getting us on the correct pricing model. Since switching we have not realized those savings and in fact have been paying more than we were previously. We were under the impression this call was from our current provider and did not know this was another company soliciting their services. We were happy with our original provider and would not have intentionally discontinued services with them. The new equipment was to be shipped overnight. We had to reach out a week later to find out why the equipment hadn't yet arrived. It had not yet been shipped and when it did finally arrive, the second terminal was not set-up for processing. Two months and numerous phone calls later, we finally found someone to complete the set-up. Anytime we attempt to contact PayProTec, no one returns your call or email. Another big issue, PayProTec began holding our deposits because we processed a transaction over a $2,500 limit they had placed on our account. From that point on, all deposits were held, even those below that $2,500 limit. It took over a month to get the funds released, which amounted to over $80,000. This had a significant impact on our business operations. Due to the misleading and deceitful nature of this company, we wish to sever all ties with this company and their affiliates. We are seeking closure of both our merchant and leasing agreements without termination fees. I believe our merchant processing agreement was cancelled successfully, but I have yet to receive a shipping label to return our equipment without charge. I had ten calls back and forth between PayProTec and Azura Leasing and got the run around as far as who had to initiate the cancellation.

  Business response

  11/15/2023

  Tell us why here...We have received your complaint and we want to first apologize for the miscommunication you've experienced.  
  
  PayProTec is a merchant service provider. We have many independent sales offices who sell our merchant services.  
  
  Chellecom is the independent sales office who contacted you and provided you with our merchant service application.  
  
  We here at PayProTec are not part of the selling process.  We only provide the service after the sale is completed.  
  
  We would, however, like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed. If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.  
  
  Would you like for us to cancel and close your merchant processing account? Would you like to speak to the independent sales office Chellecom, concerning the equipment you received? The sales office provides the equipment, we are not involved in the contract for the purchase of the equipment. 
  
  
  

  Customer response

  11/22/2023

   I am rejecting this response because: we have yet to be released from all contracts with PayProTec, ChelleComm and their associates. We would like ChelleComm to respond immediately and close out our equipment contract as previously requested. Our written request was sent over two weeks ago, without any response from ChelleComm.
  
  
  

  Business response

  12/06/2023

  PayProTec has closed everything on our end concerning the processing of credit cards.  The merchant no longer has an account with ********************** and has been refunded. 

  We have no connection with the leasing company and have no authority to cancel the lease contract.

  Customer response

  12/07/2023

  I am rejecting this response because our credit card terminal lease has still not been terminated as requested on 11/08/2023. We have been in contact with multiple people from both PayProTec and Azura Leasing and no one seems to have the authority to terminate the agreement. Between both companies, each rep keeps pointing the finger at the other company as far as who to contact for the termination request. We want the credit card terminal lease terminated immediately as it has been over a month now trying to get this resolved.
  
  
  

• Initial Complaint

  10/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was called by someone who said they represented a current processing company that we used and they could save us money with a new agreement. In addtion, they said our credit card terminal was out of complianece. After siging with them it was realized they were with PayProtech and not the other processing company. I was harrassed with phone calls on my cell phone and work phone regarding my boss having to sign papers. He wasn't available and they wouldn't leave me alone. When he finally signed the agreement they withheld money for the 1st month processing. We had only had the machine 2 days. I stopped payment to them and they have since been holding all of our transactions since 10/1/23. I was misled, lied to, and treated poorly. All I want is to be done with PayProtech. I want out of their contract with no early termination fee and out of the (4) year ***** equipment contract. ***** said the PayProtech can do this since they use it as a package deal. This is a lousy company to deal with.

  Business response

  10/24/2023

  We sincerely apologize that this was your experience. At PayProTec, we have outside sales offices that represent our company and sell our products and services. We apologize that one of our sales offices misled you during this interaction. We take these situations very seriously and will be addressing this head on with the office responsible. In the meantime, we are happy to issue any credits owed to you and are happy to cancel the agreement with no penalty. Thank you for taking the time to bring this to our attention. Please get back to us with anything you need that is still outstanding so we can address it immediately. 

  Our sincerest apologies,

  PayProTec

  Customer response

  10/24/2023

   I am rejecting this response because:
    I believe we have resolved the issue and if I close the account with *********************** I am still stuck with the leasing of the equipment from *****. 

   

  
  

  Business response

  11/01/2023

  Our apologies again. We're very sorry for the confusion and misunderstanding and for closing down the merchant account. We understand you have been working with one of our support representatives on the situation. Our representative has our full confidence and we hope she is handling everything to your satisfaction. Regarding the lease, we unfortunately have no connection with the company ***** and therefore have no visibility or authority to help with the contractual terms. We would be happy to assist in voicing and backing up your concerns about the company but that would be the extent of our power to assist.

  If there is anything else we can do, please let our representative know and we will make sure to do everything we can to provide the experience and resolution you deserve.

  Thank you,

  PayProTec

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In the final moments of signing on with Payprotec, they brought up fees that hadn't been mentioned prior. At that point I said that I did not want to go through with a contract and that I would not be doing business with them because they had been deceitful. I have asked for a call tag for the equipment that was sent so that I could return it and never received it. I have not used their services and have been charged around $120.00 per month since telling them that I didn't want their service. I have been told that I have to pay $700-$800 for an early termination fee in order to be released from a contract that I clearly disagreed with. I have never even used them to process any sales. I went to the bank and had the payments returned and now they have sent it to a collection agency. This business is at the very least unethical. From the reviews that I have seen, they are doing this kind of thing to many people. I want the account in the name of my business ******************** to be closed without a termination fee because I never used their services. We are a small business that is barely surviving and I can't believe that a company would prey on people this way.

  Business response

  09/05/2023

  Hello *******,

  We deeply regret the inconvenience you've faced, and we sincerely apologize for any misunderstandings during your experience with us.
  
  We want to emphasize that the situation you've described does not reflect the standard practices upheld by PayProTec. While we have clear guidelines for transparent communication, we understand that there may have been a gap in conveying certain details. Our aim is to provide transparent information, and we apologize for any shortcomings in communication.
  
  Rest assured, reviews and complaints like yours play a crucial role in guiding our training efforts and shaping the direction in which we aim to steer PayProTec's sales operations.
  
  If you have any further details or if there's anything else you'd like to share, please feel free to reach out to us at *************************************** Thank you for bringing this to our attention, and we apologize again for any inconvenience caused.

  To meet your needs regarding resolution, we will clear all balances and remove the account from collections immediately. Your merchant account will be closed with no early termination fee. A return label will be emailed to you. We are also addressing this with the sales office that set up your account as this experience is not a representation of PayProTec.

  Sincerely,
  The PayProTec Team

  Customer response

  09/05/2023

   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, as long as I don't receive further harassment from collections.  I have spoken with representatives of Payprotec even after I submitted my complaint and they harassed me last week.  I'm hoping this is resolved completely at this point, but they did threaten me by saying that collections would continue to contact me. This was last Thursday 8/31/23.  Also, I received an email with a return address for the equipment that I sent out on Friday.  They did not send a call tag.  

  
  

  Thank you for your help.  

*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. ↩