Complaints

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for credit card processing services. Recently I have been getting charged for items that I originally did not. I have been trying to contact the Rep who originally set the account up for my business and she does not return my calls. I have tried to call technical support and they keep me on the line for over an hour and never answer the call. I have sent emails to this company asking for a call back. I am just trying to end my services with them, and I cannot get through. I don't want to keep getting charged for services I am no longer using. I even try to sign up as a new customer trying to contact someone, but it was a third party, who only refer. I don't know what else to do. It is disturbing how I am calling the Rep directly for over a month and she will not call back. What other suggestion can I do to contact this company?

  

  Business response

  07/02/2024

  Dear ********,

  We deeply apologize for the delayed response. I understand that one of our reps ******** reached out to you recently and worked with you to help you. Here is a very brief summary of what he told me transpired. Please email us at ********************************** if we can help you further.

  "Status- Account closure request submitted and pending
  I worked with ******** when I responded to the customer support ticket in ZenDesk. We refunded a $63 debit to ********. A merchant support ticket is still open to close the merchant account and should be resolved soon."

  Best,

  ProMerchant Support
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I continually can not reach anyone at ProMerchants about my accounts with them. They run my businesss card processing and so any business status changes I run through them. I have sent multiple emails and left multiple messages but they have not responded but continue to charge me for their services. If they are unwilling to be there for issues I have then how can I run my business?

  

  Business response

  07/02/2024

  Dear ******************,

  We deeply apologize for the delayed response and for your issues you experienced.

  I understand that one of our reps reached out to the processor to start working on this for you, but it appears you have already closed your account with us and re-opened at the same processor through another office.

  We wish you the best and apologize again for the issues you experienced.

  Best,

  ProMerchant Support
  

  Customer response

  07/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I was told by payment hub you are no longer in business. Regardless it wasnt one agent but multiple agents. I left messages on several numbers and emails including your main line. I shouldnt have to make multiple attempts. I honestly should be refunded for the first part of 2024 when you offered 0 support and didnt even inform me you were out of business but I was still paying you.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In the beginning of February 2024 I reached out to Pro Merchant regarding credit card processing services. I spoke and emailed back and forth with their service manager **** and she had me fill out an application for her to provide to the underwriting team. After I completed these steps I heard nothing more from Pro Merchant. ****'s email is no longer working and all phone #s i call take you to a voice mail. I have left multiple voice-mail and sent online requests but have gotten no response.

  

  Business response

  07/01/2024

  Dear ******,

  We deeply apologize for the communication lapse. **** is no longer with the company and we had phone system issues regarding her extension.

  Please write us at ********************************** and I will have one of our reps pick up where **** left off.

  Thank you for your understanding!

  Best,

  ProMerchant Support
  

  Customer response

  07/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I had called the customer service phone number multiple time and left voice mails with no response. I also emailed the customer service email with no response. The issue was not just the disconnect between me and **** (the rep) it was the entire company as I exhausted ever avenue before reaching out to the BBB about this matter. 

  I am not longer interested in doing any business with this terrible company and just hope others don't have to go through this. 

   

  Thank you,

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

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Nov 3rd, 2023, I received an email stating that my merchant account was approved. In December, I made my first sale for $213. It is Jan 30th, ****. I have not received my $213 and was charged $95.93 in fees. We have had OVER 40 EMAIL exchanges with promises that turned out to be HALLOW LIES. HOW IS THIS "PRO" SERVICE?On 1/16/24, I emailed my requests to ***********************, *********************** and ****************** of requests:1.(Close) My account ******** my information from all databases (including marketing)3.Refund the $95.93 that you charged me without providing merchant services 4.Credit the $213 that I should have been able to enjoy since December 2023 Please confirm that this list of requests is being addressed. When can I expect to see the $308.93 credited to my bank account?I was told repeatedly that my issues had been addressed. As of 1/30/24, I have lip service but no results. I will attach as many emails proving the run-around as the system allows.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ProMerchant has, among other things, misrepresented its intention and ability to work with smaller companies, breached its credit processing agreement with Moster **************** **** (MLP) on multiple occasions, and has unlawfully impounted a fee in the amount of $14260 paid by a client of MLP and collected through ProMerchant's credit processing service to MLP's bank account. It has continued to refuse to release these funds despite repeated requests and demands from MLP. ProMerchant's misconduct, and the relief we are currently seeking (which will be increased if forced to comence litigation) is set forth in more detail in the attached Demand Letter dated November 10, 2923.

  Customer response

  11/21/2023

  Thank you for following up.  I have not heard from the business in response to my complaint.  I expect many factors go into the ratings that the Better Business Bureau provides for companies.  In light of the serious nature of ProMerchant's conduct as outlined in our BBB complaint, however, combined with the fact that they have not bothered to acknowledge or respond to our complaint and the 1/5 rating on reviews for the company set forth on the BBB's own website, I strongly recommend that you reevaluate the "A+" rating you've given to ProMerchant.  I, like many consumers, have grown accustomed to consulting the Better Business Bureau's website before deciding to do business with a company.  I know the last thing the BBB would want to do is condone the poor corporate behavior of a company, especially once it's been made aware of the wrongdoer's misbehavior, as well as its disregard to making amends after such problems have been brought to its attention by the BBB.
  
  Thank you again for your assistance.  Should you decide to take any further action in this matter, please feel free to reach out again with any questions or requests for further information.
  
  *********************
  ****** *********************

  

  Business response

  07/02/2024

  Dear ****************,

  We apologize for the delay. Our understanding of what transpired is that North American Bancard (your contractual agreement is by and between your company and North American Bancard, and ProMerchant wasn't party to any agreement) put a risk hold on your first processed transaction because that transaction was quite large and four times higher than your approved high ticket with North American Bancard (NAB) per your processing relationship with them. NAB had asked that you refund the customer due to risk exposure after reviewing the risk documents provided, which it sounds like you didn't wish to do. From there, it appears you closed your processing account with NAB and then filed a complaint with NAB and their legal department has responded to that matter and is handling it.
  

  Best,

  ProMerchant Support
  

  Customer response

  07/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We appreciate the belated letter, but are not happy with the poor and incorrect representations we received from the outset from the company and, therefore, the initially unexplained and unjustified withholding or our client's payment for many months, and ProMerchant's own stonewalling of our stated concerns.  To our knowledge, ProMerchant continues to partner with NAB and is therefore a knowing participant in that company's unethical and unlawful practices.  For that reason, we do not accept the response.  We have also learned that the BBB is a far from effective tool for correcting unethical business practices, particularly for BBB dues-paying members.  For that reason, we realize that future similar business complaints need to be handled through state and federal regulatory channels, civil litigation, and social media-consumer awareness efforts.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  07/16/2024

  Hello ****************,
  

  You started a legal issue with North American Bancard (NAB), the processor you were contracted with, after you made a single initial charge that was well above the approved high ticket you had on your account with NAB and NAB's legal team handled that matter with you from start to finish.
  

  Given all of your legal escalations, this was not an issue to be handled by a ProMerchant support agent (who actually did send you the information requested from NAB to release the hold on your single initial transaction).

  The transaction you made was well over the approved limit in your processing relationship terms with them and any payment processor in the industry would have done the same thing to that charge if you were with another payment processor aside from NAB. 
  

  For the BBB, here is the proof from NAB that his account was closed in February of 2024 and the funds hold was released to him. See attached from NAB's legal department. 
  

  There will be nothing else responded to in this situation from us given that his account was closed and the transaction funds were released to him by NAB.  
  
  Best,
  ProMerchant

  Customer response

  07/18/2024

  Thank you for forwarding ProMerchant's most recent letter.  It includes misstatements of fact, notably about communications and disclosures, and the lack thereof, that were described and documented in detail in our prior communications with ProMerchant and the BBB.  We respectfully refer you back to those communications and documentations without the need to once again repeat and rehash the factual record.
  
  The bottom line here is that even if every claim ProMerchant has made were accepted at face value, it does not excuse the fact that they have partnered -- and as far we're aware continues to partner -- with NAB, which has a pattern of consistent unethical and unlawful business conduct which violates state and federal law.  Whatever ProMerchant may decide to claim, or the BBB may decide to do, ProMerchant is on notice of NAB's unlawful business practices, making it as liable for that company's past and (assuming it has not severed its relationship with that company) continued wrongdoing as if it were a principal.  We accordingly request the BBB to preserve all records in this and related matters for the time when, we expect, state and/or federal authorities contact you with inquiries.
  
  Very truly yours, 

  *********************
  ****** LEGAL PLACEMENT, INC.

   

   

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Trumpettes *** *** Signed up for pro merchant service to be able to receive credit card purchases on ticket sales for Trumpettes ***, *** Once I started making the ticket sales I was told that our company was being dropped and that our monies from credit card sales would be put on a Hold for further review. Monies in excess of $2200 have been held from Oct 9,2023 !!! My ticket purchasers are furious and so am I. This situation caused me to have to find another merchant company and cost me two weeks in sales. Our business was accepted by CardPointe who has the same bank underwriters as ProMerchant. Not sure why we were really dropped by Pro Merchant but cant help but wonder if it was because of our name and what we do .., Trumpettes ***, *** Listed with Sunbiz by the way .. we support and out on events gor President **************************

  Customer response

  11/13/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

*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. ↩