Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A sales representative of Horizon came to my store offering ****************** He stated he could save me money on Merchant Fees. After discussing savings, cost and comparisons and asking many questions about services and fees and lease, I was told there would be no contract and services would be on a month-to-month basis. When I read the contract, it did not say anything about a 48-month lease and Bill Backs. During the signing, there were mistakes made and the contract had to be reprinted, I feel it was during this time things turned sketchy. I recently found out I have to stay with them 3 years and they gave me a 4-year lease on the Credit card machine with no option out of the lease which was all under false pretense. I also have charges totaling $6,048.00 over the past 12 months from Horizon charging me $189 - 32 times. Their customer service representative called them Bill Backs which she could not even explain but stated if I take a picture and email, they will refund - lets see how that goes! I was also told I was being charged $79.95 per month for being non-compliant. **************** representative said once I become compliant, they would refund me up to 3 months of charges. The representative said they sent emails and when I asked who they were from she did not know but sent one to me which had her name no company, no identifying factors for me confirm this was valid. With the scam rate, I would not have responded to this email had I not been on the phone with her. My last company never charged me for non-compliance and always made sure I was compliant with calls not emails. After reading ****** reviews from other people who had the same thing happen and reading the BBB complaints with people who have had the same thing happen, I am convinced this company is unethical and should be investigated. HORIZONs responses to others are reactions to attempt to appear ethical which they are not! Too many people are saying the same thing.

  Business response

  12/06/2024

  Good Morning ********, 
  
  Thank you for contacting Horizon Payments! In September of 2023, Horizon Payments offered a savings against your previous provider including an equipment program. With this program, there is $350 in savings annually. The Equipment program is built in the form of a lease to offer the most money back in your pocket! Should you feel as though you are not saving at any time, you are encouraged to contact our customer service department to review your costs!
  Reviewing the details on recent events, our team is pending further information from you! Please send over the documentation as requested, we will then analyze the information and follow up with our findings. 
  *** compliance is mandated from the major card brands, this is not proprietary to just Horizon Payments. When accepting electronic payments, your business is responsible to remain in compliance with your physical hardware and daily operations. If you fail to meet the standards set forth from Visa/**********/Discover/Amex - a penalty does apply. This is the $79.95 you are referring to; the good news is that Horizon will reimburse you for 90 days in an act of good faith once you complete the *** questionnaire. 
  We look forward to working further with you, please give us a call if you have any additional questions or troubles with sending in the information requested. 
  
  Sincerely, 
  Horizon Payments

• Initial Complaint

  11/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I don't know if this is the appropriate place for this kind of complaint, but there's no other option.This company is on ******** and are constantly posting false open job opportunities. Every job role they post is identical to the others as far as what the role is, the titles are just changed. For example, I just checked and right now they have 7 open job opportunities, all posted within the last 24 hours, all with the same job description, all with different misleading job titles. And this cycle just repeats daily or every other day. Why do I even care? Because I am desperately seeking work and myself and tons of other people have and are wasting so much time trying to get these jobs that don't even actually exist. I have asked about this behavior of their's via comments on their LinkedIn posts, but they just get deleted. This is SO unethical, and SO annoying, to myself and so many others.

  Business response

  11/20/2024

  Hey ******,

  Let me start off by asking the obvious question, what makes you think that our job posts are for false job opportunities? We are a real organization with real job opportunities in which we have real people that work for us all over the country. Based on your opinion, it's clear that you don't know how posting jobs on ******** works. We pay a lot of money every month to be able to post on the platform. When we first wanted to post on ******** we had to go through a screening process in which ******** made sure we are a legitimate business with legitimate hiring needs. They determined we are not an MLM or pyramid scheme as well as approved our ads prior to posting them. They require ads to not be duplicate titles, so the titles we use are ones that could be in line with the roles and responsibilities we are looking to fill. We cycle our ads in a way that keeps them fresh and relevant to ****** the highest level of visibility in an effort to maximize the money we spend each month. 

  Just because something does not appeal to you does not mean it's false, fake, or anything but a legitimate business trying to fill legitimate roles to support our desire to grow as we have over the last 3-4 years. Our ads are all branded and very clear as to what we are looking for in an effort to be as transparent as possible. If our open opportunities don't align with your career path then you can simply pass by without spending any time or energy projecting YOUR individual wants onto an organization that is working hard to keep the growth trajectory we've held for the past few years. Also, if you don't want to see our content then you are more than welcome to block us on LinkedIn. That will take us off your visibility when scanning the platform. Rather than attacking a legitimate business with legitimate people that have families and dreams of building something we can be proud of. Good luck in your job search.

  Cheers!

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As with other complaints I see here, when I was approached with the pitch for the *** system back in July 2022, I was told that the service would be month by month and that I could cancel at any time. I stayed with Horizon Payments for a while until I found out that their services and leasing prices were much higher than (more than twice) their competitors. I was offered their "Meet or Beat" offer by the *** that has taken over my account on Sept 20th and nearly a month later I have not heard anything from the sales ***. After having a couple of emails ignored, I figured that they could not meet or beat the offer and accepted a different service, but when I called to cancel and ask where to ship all of the equipment back to, I was told that there was still 21 months on a 48 month "non-cancelable" lease. As a small business, our bottom line is very tight and being deceived by their sales tactics is detrimental to staying in business. If they are going to send out sales ***resentatives to offer a month to month contract, they should at least follow that practice. It appears that they have continued using this deceptive tactic for at least two years since I can see others complaining as recently as the latter part of this year.

  Business response

  10/23/2024

  Good Evening *****, 
  
  Thank you for contacting Horizon Payments! We would like to take the time to express our gratitude for your business over the past several years. The agreement for your merchant agreement has a term remaining, Horizon Payments is confident that we are able to continue to offer you competitive pricing for your electronic payments. 
  There are no records of your business sending any offers from other providers. We do have on file your call yesterday, October 22nd. Our agent confirmed with you directly that there was no quote sent in, requesting you resend the document for our review. If you are wishing to apply the offer you have received from the other company, please send this to via fax or email to **************************************************************** / ************.

  We look forward to reviewing the offer you received and placing more money back into your pocket! 
  
  Sincerely. 
  Horizon Payments...

  Customer response

  10/24/2024

   
  Complaint: 22460741
  
  I am rejecting this response because:

  I have an email trail that shows I did send him a document on September 20th.  He replied "Thank you for sending this over. I will get it to someone to see what we can do. Have a great Monday!" on the 23rd.  Then I heard nothing back even after two emails to check the status.  He didn't respond back until October 22nd with "Let me look over things and get back to you. I'll be in touch in the next day or so."  So I can only assume that nothing was done during this time, and no other documentation was requested from me for a month.  I have already gotten with another provider based, again, on the initial sales ***** promise that the agreement was month to month and could be cancelled at any time, like other complaints that I have seen on this site.  I no longer need the services provided by Horizon Payments and am ready to return the equipment.  I only want that you follow what your sales **** are continuing to use as a tactic to get people to sign up and allow for the cancellation based on the month to month sales pitch that you are still apparently using to get people to sign up with you.
  
  Sincerely,
  
  ***** ******

  Business response

  11/07/2024

  Good Evening *****,

  We have reviewed what you submitted as the quote from a competitor, and I've attached the document to this response. Unfortunately it does not suffice as a documented quote in the form it was submitted. It's simply a sentence claiming to give an estimated cost, but is lacking any information as to how they arrived at the numbers provided. In addition, there is no information as to who the company is or any substantiated data to support the random, and albeit, crude representation of an offer. We would need something similar to what we provided when we quoted your business prior to signing an agreement with terms clearly outlined in the documents you ultimately signed. Our **** are not ever instructed, nor do they promote our service as a month to month with the option to cancel whenever you want without satisfying those commitments agreed to in the documents that get signed. If you'd like us to review a quote from a competitor to exercise our meet or beat commitment then we would need something in the form of a standard quote with numbers to support how they are offering their rates. Without this, we are still committed to providing the service you signed for originally and look foward to continuing to be your merchant service provider. Please reach out to our team if you have any further questions or to submit a complete quote summary. 

  Thank you,

  Horizon Payments

  Customer response

  11/07/2024

   
  Complaint: 22460741
  
  I am rejecting this response because:  This is the first response requesting other documentation, which is almost two months after my initial request.  I know that you say you don't instruct your **** to offer a month to month, but not only have I been told that, but, looking at other responses with the BBB, other people have received that same sales pitch and are complaining about these tactics to potentially deceptively get us locked into a non-cancellable contract.  I have already signed on with another provider based on your sales ***** promise of a month to month service and the non-response for almost two months being too long to be reasonable.
  
  Again, I understand that you want to say that your **** are not instructed to say that the service is a month to month service, but other responses here would indicate that they are indeed doing that.  And since I started back in 2022, I believe, and some of the other responses are from this year so this doesn't appear to be isolated.  I no longer need the services, as stated above, and would like you to stand by the apparent ongoing tactic of the sales ****, along with the incredibly delayed response and request for more information, and allow me to end the contract as promised.
  
  Sincerely,
  
  ***** ******

  Business response

  11/17/2024

  Greetings *****,
  
  We treat each business and business owner as an individual, providing a custom quote based on their individual business model and processing habits. Continuously comparing your agreed upon terms with that of others' that claim a variety of other unsubstantiated situations will not help us resolve your situation. They also don't have any bearing on the service we have provided to you to this point. When you signed the agreement to allow us to provide you with our services you were agreeing to allow us to do as we had committed to do in the quote process. The terms of the agreement were thoroughly covered with you during the signing process, and recently reviewed with you again. At that time it was made clear that there was a 48 month commitment to our partnership in which we would show you savings as well as meet or beat a competitor's rates. We look forward to continuing to be your merchant service provider, and we hope you'll honor the commitment you made when signing with Horizon. Please feel free to reach out to our team with any further questions or to submit an official quote from a competitor for our review. 
  
  Thank You,
  Horizon Payments

  Customer response

  11/17/2024

   
  Complaint: 22460741
  
  I am rejecting this response because:

  "Continuously comparing your agreed upon terms with that of others' that claim a variety of other unsubstantiated situations will not help us resolve your situation."  I have received the sales pitch, deceptively, that this was a month to month service.  The fact that others have claimed the same tells me that you're still using/allowing the deceptive sales method and hiding behind a contract to trap small business owners who don't have a devoted legal department. Caveat emptor, I suppose.

  "They also don't have any bearing on the service we have provided to you to this point."  They are the point of contact for issues relating to your services so any requests for assistance go directly through them.  I've had a price adjustment already before, and I've already been told that you cannot change lease payments which are nearly three times higher through your company.
  
  "The terms of the agreement were thoroughly covered with you during the signing process"  Clearly, they were not, as I have ***eatedly stated that I was told not to worry and that this was a month to month service, cancellable at any time that you cannot make a better offer than another company.

  I will warn other business people I meet with to beware of Horizon Payments deceptive sales practices.  That, no matter what the sales person says, the company itself will not honor it.  Or maybe to get proof of what you're allowing your sales **** to say to make the sale.  I understand that you want to follow the contract to the letter no matter what the sales person said, but as a small business, you're allowing an ongoing practice that is harming the small business owner.  I will have to pay a substantial amount for another 24 months to you, because I was lied to and then put on the back burner for almost two months waiting for a ***ly from your company on the "meet or beat".  No request for specific contract pages or updates or any communication at all while I had to keep paying inflated terms.

  The other company that I have signed on with let me know at the start that it was a 48 month contract, so at least they were honest from the beginning.  I will send over the information I have to your **** now that I've had to go through this site to get a response back.  I expect I will have to wait an excessively long time again or come back here for a ***ly.  Based on what I have been told before by the *** and what you're telling me here, it's likely that you won't be able to beat the price and I'll have to continue paying almost three times more for equipment that I'm no longer using.

  Sincerely,
  
  ***** ******

• Initial Complaint

  10/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Door to door sales person from horizon merchant came into my business on 9/9/24 to sell there merchant services. Representative was misleading and lied about the services provided. I specifically asked about the fees involved and was lied to. I also asked if there was any type of contract involved she said no contracts. Two days after I had the merchant installed I noticed the additionally fees and called in, the customer service representative stated all the fees moving forward. I said I was lied to and wanted the services removed. Three days after the installation I stopped using the merchant and requested everything to be removed. Fast forward 3.5 weeks later the company refuses to cancel the account and states I have a two year contract and wants to charge me $478 for the first month even though I stopped using the service after two days. Misled and lied to throughout the entire process. Refusing to cancel and close the account. I want everything closed, $478 refunded and removed immediately.

  Business response

  10/08/2024

  Thank you for making contact with Horizon Payments! After reviewing your inquiry, we have confirmed you signed your location through Horizon Payments in September of this year. After processing 164 transactions and over $3,000 in volume, you requested termination because of the surcharge program and the functionality of your deposits. Horizon Payments has solutions for your business to ensure that the deposits appear to your liking, There are also other pricing structures that can suit your needs available. On your current program, you are set to save $265 on a monthly basis. Attached to the notes on your account,  we have documented your request to review your program and request for a refund. Horizon Payments hopes to have the opportunity to discuss the options you have available; we value your business! We will have a manager reach out to you as soon as possible. 
  
  
  Sincerely, 
  Horizon Payments

  Customer response

  10/08/2024

   
  Complaint: 22391909
  
  I am rejecting this response because:

  horizons sales person stated I would be saving with the plan she signed me up for and it was the same plan as my previous merchant(she lied)not on bolemu of sales, thats why you are trying to offer me a new plan. Ive been trying to cancel since the first batch hit my account. I was misled and lied to. I was told there was no contract as well. I want all charges for **** waived and services post dated cancelled. I have been trying to cancel for close to 4 weeks now, customer care has done nothing to help with this matter.

  
  Sincerely,
  
  ***** M

  Business response

  10/16/2024

  Thank you for reaching back out to Horizon Payments. Please see attached quote listing the program and the active savings against the 4.05% you paid previously signing with Horizon. This was the quote sheet we presented and you signed, acknowledging and approving the program and savings we could show you. You were quoted a total savings of $265 on a monthly basis. If you wish to cancel, you would remain responsible for the penalties tied to your agreement. We have escalated your account for member to discuss this over the phone with you again so Horizon Payments is able to give you the best solutions possible. 

  Sincerely, 
  Horizon Payments

  Customer response

  10/16/2024

   
  Complaint: 22391909
  
  I am rejecting this response because: I was told multiple lies by your sales person.

  1)fees would not be deposited into my account daily

  ******* are no contracts involved

  3)I can cancel at any time 

   

  I have been trying to cancel since I received my first batch deposit OVER 5 weeks ago. My account is still NOT cancelled. Any fees involved for your employees lies will be escalated to my attorney. Please verify that this account is cancelled. Thank you.
  
  Sincerely,
  
  ***** M

  Business response

  10/23/2024

  Thank you for reaching back out to Horizon Payments *****! 
  We see that you have been in contact with our team as recent as yesterday, 10.22.2024.
  If you proceed with canceling your agreements, you are responsible for the penalties as there is an agreement term in place. The pricing structure your business was placed on is set on monthly withdrawals, there are no daily fees to your checking account for this agreement. 
  Horizon has escalated your account further to have management reach out to you, we appreciate your business! 
  
  Sincerely, 
  Horizon Payments

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horizon payments is a credit card processing company. Sent a representative to my shop and lied about the contract and briefed me on all pages in the contract. Once I signed and started using the services I found what program I was on was not even close to what she briefed me on. I tried to cancel and I was told its not cancelable and now Im responsible for the full 4 year term I didnt know about which is about 13,000$. I need to get away from them and outta that contract i didnt know about . I offered to send everything **** and they said no. They got me for over 1200 so far. I just want out from them.

  Business response

  08/13/2024

  Good Morning ****, 

  Thank you for getting into contact with Horizon Payments! When your agreement was signed in April of this year, your business was quoted over $4,000 on an annual basis. This savings analysis is based off our Cash Discount Program, the offer of "Cash Discount" allows our merchants to eliminate credit card fees all while rewarding your customers.  We do this by automatically adjusting your prices to offer a reward to customers paying by cash. This reward is in the form of a discount.
  With the exchange of this massive amount of savings, there is an equipment program built  along with an agreement term you agreed to meet. If you should cancel before that agreement term, you are responsible for the penalties in place. Our management team has been in contact with you discussing your options and we look forward to serving your business. 
  If you have additional questions, please give us a call directly!

  Sincerely, 
  Horizon Payments

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Riverside Payments in 2024 for services from Horizon Payments. The salesman who came into my store said that the contract would be month to month and I could close the account at any time. If I don't like the service after the first month then I could close it. We started services on May 17, 2024. I tried to cancel on June 11, 2024. They refused to cancel. They continue to charge me.The company just told me that the contract is non-cancelable for 48 months, and this is in the fine print. Shame on me for not reading the fine print. Shame on them for mispresenting and lying about the terms, and scamming small businesses that are struggling. Nobody at the company helps you. Nobody answers the phone or emails. They continue to promise that they will solve the problem with no results.

  Business response

  07/20/2024

  Good Morning *********************,

  Thank you for contacting Horizon Payments! 

  After reviewing the details of your agreement, you signed with Horizon Payments in May of this year. 
  Within the terms of your agreement, Horizon has quoted to save your business over $6,000 on an annual basis! We are pleased to report Horizon Payments has saved you money against your previous provider! Up until yesterday, our team was pending documentation of charges you had in question and how they are built in with your pricing structure.
  If you should choose to cancel before the term of your agreement, you are responsible for the penalties in place. 
  Our Management team has been in contact with you throughout the month of July on your questions, we have escalated your request today to have a team member give you a call directly. 
  
  
  Sincerely, 
  Horizon Payments

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the service on May 13. I was never given a copy of the terms and agreement. I then reached out to my rep on May 22 because no one had called to set up the services. No Response.On May 24 he finally responded and said he had talked to his "NSM" and he would get it taken care of. He asked what number I was calling and leaving messages at. He then gave me another number where I left another message and still never got a call back. On May 27 I messaged him again and said "Still nothing". He gave me another number. June 10th I still had not got any calls back and I messaged him that I wanted to cancel. He asked if I received the Credit Card Processer and I explained that I had not yet.. On June 24 the Credit card processor arrived. I tried calling Horizons and the company Finova to return the equipment and had to leave another message. July 2nd I called Horizons again and said I wanted it completely canceled and he expressed that the cancelation had been under review since June 20. I explained that I talked to someone at the beginning of June and asked to cancel. I was then charged $168 on 1st for the equipment that I have been trying to return. Now anytime I call the company they tell me it is still under review and I will be charged a cancelation fee for a service that I never have used or be able to get a hold of anyone that can help.

  Business response

  07/06/2024

  Good Afternoon *****, 
  
  Thank you for reaching out to Horizon Payments! We appreciate and value your feedback. When signing for our services in May, your paperwork was completed via DocuSign directly from your business email address. The copies of your agreements are automatically sent to your email address for your records after you place your signature.

  The same day you signed through Horizon Payments, your assigned contact called, texted and emailed your business to introduce themselves along with confirming their direct contact information. 

  The agreement in place lists that you wish to integrate with your existing Shopify POS, please keep in mind that with POS integration the process can take on average 3-4 weeks. That time frame allows our team to program your account efficiently and correctly with the parameters that meet your expectations. Your equipment was in transit to your business via ***** when you requested termination of your agreements in place. 

  When Horizon Payments contacted your business, we left several voicemails on your alternate number along with text messages / emails. This has taken place from the time your account was approved through June 18th when you requested to cancel services. As recently as July 3rd, our management team has been in contact with you to explain charges to your account are valid. We would be more than happy to get you a reimbursement should you decide to move forward with your agreement. If you choose to cancel, there are penalties involved. 
  
  Please give us a call directly if you would like to discuss this further, we would love the opportunity to earn your trust and save you money! 
  
  -Horizon Payments

  Customer response

  07/11/2024

   
  Complaint: 21939972
  
  I am rejecting this response because: There was never any attempts to call me before June 3rd. I have text messages with the Rep that show that I was  trying to get in contact with someone from the company the whole time. I submitted a request with my Rep on June 10 that I wanted to cancel- Prior to any equipment being sent out. He said he would take care of it. I finally received a call the week of July 15. Again I requested to cancel. They told me they would put the process through. June 24 the credit card processer arrived. On july 2nd I was then charge $168. Nothing was hooked up at this time. At that time they 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ***Zero ******************** also goes by the name Horizon/*********/*******. I feel we have been a victim of fraud. Our POS System was not compatible with their equipment, they exclaimed it was plug and play which it was not. We have reported this in full detail to the attorney general office in **. This company has taken money from us for over a year without providing us service as promised a reimbursement and cancellation of contract at any time. They lied for over a year and then denied our cancellation and our refund. We have emails stating the refund and cancellation. They do not return our phone calls. Our representative refused to answer calls. We have now found out he is under investigation. We are not the only company they have done this to. We were told that several people that he had signed up their contract was cancelled and was refunded, but still, we are paying monthly for no services. Then having the audacity to ask me to sign another contract with another company that they are in cahoots with.

  Business response

  06/18/2024

  Hello *****, 
  
  Thank you for contacting Horizon Payments! When signing for services in November of 2022, you requested to continue to use your existing QuickBooks system to process your electronic payments. Horizon has the availability to integrate using the terminals provided to your business, these were requested at the time of signing. 
  Once your account was finalized and customized to your needs, you requested to terminate services.  After our management and escalation specialists were in touch with you directly, we went over the terms and conditions of the agreement. Should you choose not to proceed, you would remain responsible for the agreement in place. If you decide you would like to give Horizon Payments the opportunity to earn back your business, we will be pleased to offer a reimbursement after we have installed your system and there is active processing through your merchant account. 
  With your agreement being signed with us, we would like to take a moment to explain the relationship between Riverside Payments and Horizon Payments. Our company, Horizon Payments, is the company that handles all sales and servicing on your account. Riverside ******************** provides us with the ability to access rates and governs best practices to ensure that all activity is aligned with the requirements **** and MasterCard put out for the industry. 
  We are happy to get you installed and processing payments, if you would like to move forward, please get in contact with us directly.
  
  Sincerely, 
  Horizon Payments

  Customer response

  01/24/2025

  Good Evening *******,
  
  I hope this message finds you well. I am writing to follow up on our previous communications regarding a refund and the return of equipment that has been problematic for our business.
  
  We were informed that we would receive a full refund and advised to expect an email with instructions on returning the equipment. Unfortunately, the technician who visited our store to install the equipment confirmed that it would not work with our existing system, contrary to what the company originally told us. 
  
  Since then, we have made multiple attempts to contact the customer service, as instructed in previous communications, but have not received any responses. Even more concerning, our account is still being charged, despite being promised that our subscription would be canceled. This ongoing situation has resulted in us being charged for equipment and insurance that we are not using; the equipment remains unused and is currently collecting dust in its box.
  
  We are a struggling local business, trying to navigate these challenges, and the lack of support from the company is making it increasingly difficult for us. We have also heard from others who have had similar experiences with your company, which raises concerns about the support provided to the customers.
  
  We kindly ask for your immediate assistance in resolving this matter. We want to ensure our refund is processed swiftly and are hoping to send back the equipment without further delay. Your cooperation and prompt attention to this issue would be greatly appreciated.
  
  Thank you for your understanding. We look forward to your prompt response.
  

  
  

  Business response

  01/30/2025

  Good Afternoon *****,
  
  Thank you for your follow up on your concerns through Horizon! We would like to confirm that there will be no refunds processed to your business and your equipment is yours to keep until the end of your lease term. If you have questions in regard to your equipment lease, we urge you to contact the equipment leasing company. 
  We do not have a record of your calls into Horizon Payments' support, we are happy to help you with any concerns you may have.
  Your merchant agreement has been closed with Horizon Payments and there are no deductions to your DDA tied to your merchant service agreement since January of 2023. 

  Please give us a call directly should you have any questions; we value your feedback! 

  Sincerely, 
  Horizon Payments

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up with Horizon Payment in November for a mobile reader. I only used the reader twice as my clients prefer to pay via invoice. I started contacting Horizon Payment to see how I can setup invoices and never got a call back and responds to emails will take days and weeks. Then in March I started seeing unauthorized charges I emailed and called and no one will call me back. I had one email response saying they opened a ticket for a refund and no refund was processed. In April I was once again charged for $190.90 for not using the service. Once again no response to calls or emails and now we are in May and I was charged $190.90 again. I have been wanting to cancel my service as I am losing money and keep requesting a refund with no help. I spoke to ****** last Friday he said he will call me back to resolve everything by Monday now it's been 1 week since that call and no response. Horizon Payment is a scam and I regret signing up with the nice rep that approached me.

  Business response

  05/20/2024

  Good Morning *****,

  Thank you for contacting Horizon Payments! 
  Our team has provided your business with a mobile reader to enable mobile processing as well as the ability to offer invoicing for your clients. Reviewing the details on your account, our tech support team has reached out several times in the month of March to give you additional training tied to utilizing our invoicing features through both EPN and our online web portal available to your business. Our team reached out on March 15th, March 19th, and March 28th of 2024 to go over the tools available, both options have the ability to invoice your customers electronically if they choose. 
  The charges you are referencing are tied to an active merchant account along with PCI requirement fees that you have not fulfilled. Horizon Payments has noted that you wish to cancel services due to this, we have solutions for your business and would like the opportunity to show you this agreement can benefit your business. We are also willing to give your business credits in good faith, should you decide to proceed with your agreement. Your account has been escalated and we will have someone get into contact with you today from our escalations team. 
  
  
  Sincerely, 
  Horizon Payments

  Customer response

  05/20/2024

   
  Complaint: 21728327
  
  I am rejecting this response because: As you can see from my email screenshots both **** and ****** let me know I would receive a refund which I never received. **** walked me with setting up invoicing on the web and I let him know it did not work. Not once in all my communication was I told about the *** Compliance if not I would have done that from day 1 in November. Due to this miscommunication and being told that I would get a refund from all my charges I should get this refund even if I cancel. I was told when I signed up that if I did not see the savings I would not be penalized and as you can tell I am not seeing savings as I'm losing money. 
  
  In good health, 
  
  *****************************

  Customer response

  05/30/2024

  I would like to receive an update on this. Its been months trying to end this service with no success. I cannot afford to have large amounts taken out of my account every month for a service Im not using. I have not received any savings instead my business has lost money because of this. I do not understand how a company that sells you on 24/7 customer service cannot offer customer service. 

  Business response

  05/31/2024

  Good ********************, 
  
  Thank you for your follow-through on your agreement. 
  The refund request you are referencing was put in place as a request for management to review for processing. Once the refund of $91.90 was reviewed, it was confirmed that you were utilizing our services at that time while processing your electronic Payments through Horizon. Your request to terminate the agreement was placed and our management team will continue to be in contact with your business. 
  
  Sincerely, 
  Horizon Payments

  Customer response

  06/04/2024

   
  Complaint: 21728327
  
  I am rejecting this response because: in total not including June I have been charged $473.70 for services I am not using. Since receiving the mobile reader I only used it twice for two low amounts. $473.70 is way more then what I even processed in those 2 small transactions. I keep being told I will get my issue resolved and someone will reach out. No one has reached out. I keep getting emails when I send an email saying they updated my ticket and someone will reach out   First response from you on this platform stated someone will reach out and no one has reached out. You are purposely dragging this situation to keep scamming me out of my hard earned money. I regret the day I listened to your sales rep when she mentioned I will save so much if I switch from square. Square never scammed me and the fees were clear. I have not seen savings you are hurting me financially and I would like a full refund and my account to be cancelled. I do not want to see any charges this month. This is unacceptable that no one answers your calls, your sales rep have zero access to the accounts they sign and cannot help. This company scams you by making you think you will save money. 

  
  Sincerely,
  
  *****************************

  Business response

  06/14/2024

  Thank you for reaching back out! 
  Reviewing the history on your account, it is confirmed your business processed for the months of December 2023 and in January 2024. For February 2024 through current, there is billing in place due to factors such as PCI compliance. Since June 5th (when these matters were escalated), our team has tried to make contact numerous times to cover the details with your business. 
  We are pleased to report that we spoke with you yesterday and are processing credits back to your account once you have plugged back in your terminal. Please give us a call if you have any questions! 
  
  Sincerely, 
  Horizon Payments

  Customer response

  08/13/2024

  I was scammed into signing up saying o would save money by switching over. They were deducting me unauthorized charges. Took months to tell me it was due to PCI compliance that once I completed the compliance I would stop being charged. I was also told I would get a refund. I was asked to sign a settlement letter for the refund but I had to process transactions to receive my refund. After that I was charged $191 once again and my *** apologized and said she will add that to the refund. She also emailed and said she had approval from management to push my refund on July 10. I email a month later and now she said I have to process transactions to get my refund. How can I process when I do not trust the company or what they tell me. I want my refund and to cancel without a penalty.
  

  
  

  Billing Adjustment
  

  
  

  Business response

  08/14/2024

  Good Morning *****, 

  Reviewing the details from your contact with our team, the charges you are referencing are part of our automatic billing system for having an open and active account. With ********************** consistent follow through to schedule your install, these charges were set to recur whether you were processing payments or not.  A refund of these charges was offered to your business once you installed your system fully, without your system installed these charges would remain intact. Horizon would love the opportunity to process credits back to your account should you install your system. If you choose to cancel services, you will remain responsible for these charges and the agreement in place. 
  
  Please give us a call if you have any questions,
  Horizon Payments

  Customer response

  08/14/2024

   
  Complaint: 21728327
  
  I am rejecting this response because: I have the mobile reader it was installed in December or so. I do not have any other equipment that needs to be installed as I only received 1 mobile reader. I have not processed any transactions because I hardly process cards as all my clients pay via check. I went with Horizon because I was told I would save money. No where was I told I would be charge $191.00 a month. I was told when I completed the *** Compliance that I will receive a refund of the charges as it was due for not being *** Complainant. As you saw in the complaint I included the email stating she had permission to push my refund through, I have attached a copy of that email. To be told one thing and then another is unacceptable. How can I trust I will get this refund when nothing I have been told is accurate. I would like my refund as told in the email and I would like to cancel without penalty as I am not seeing any savings I have lost money. I was told when I signed up if I did not see my savings I can cancel with no penalty. Considering how much money I have lost it is obvious I did not receive any savings. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed with Horizon/Riverside and after less than a month they shut down my account. They have been holding over $40,000 in reserves since February and are still continuing to charge me $530 a month. There have been dozens of tickets opened with tech and support but no one responds or returns calls. When signing up it seems I was told a bunch of lies and Im hoping this can be resolved without an attorney

  Business response

  04/25/2024

  Good Morning Vadim,

  Thank you for contacting Horizon Payments!
  Your merchant account was shut down on the ********** platform due to a *** (Terminated Merchant File) match. Your information is a direct match with your name and phone number being on the Master Card MATCH List for reason code 04 - this is for excessive chargebacks with transaction disputes. You were placed on the MATCH list by the previous processor on 09/17/2021. To remove your information from the *** list, you would need to speak with your previous processing company (we dont know who that is) regarding this issue. If you are able to resolve the issue with them - then your name could be potentially removed from the universal list. At this time, the ********** Platform made a decision to terminate the existing account number.
  We may have the option to place you on a alternative platform if you are not able to resolve this with your previous provider. We will have someone reach out to you by the end of day today to discuss the options available along with credits if they are applicable. 
  
  
  Sincerely, 
  Horizon Payments

*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. ↩