Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 13, 2025 upon calling the company to see if my account was off of a hold, I was informed that my account was closed. I was informed to talk to my payroll processor. On January 17, I together with my payroll processor, called about this issue. I was informed that my account closed due to missing information. I was never notified of an issue, and no request for information was made by Money Network. After speaking to a supervisor to request the balance be overnighted, as I cannot access these funds ,I was told overnighting a check is not an option. This company closed an account without my knowledge, and I have yet to receive any of the money from the account.

  Business response

  01/28/2025

  Thank you for bringing your concerns to our attention.  Our records reflect that your account was placed on Compliance Hold due to a program change.  We requested specific documentation and did not receive all and the account was closed.  We issued check (no. 501762298) for $753.25 to your address which was cashed on 1/24/25 and the remaining balance of $391.24 was issued via check (no. 501788058).  Please allow ***** business days for delivery.  If you have any further questions, please reach out to Money Network **************** at **************.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has allowed my information to be compromised. and their customer service system is absolutely useless. They have hung up on me twice in the past half hour. Once I disputed the unauthorized card, they flat out lied about sending me a new one. A week passed of waiting for the card before they told me they never sent one, despite locking my card rendering it useless. I went to my employer and got a new card myself, and now that i'm trying to transfer the funds to the new card, they are straight up dropping my calls. This is ridiculous. I have not been able to use this card since Dec 28 2024 due to their negligence and incompetence. This is the money I make at my job, I should not have to jump through hoops like this just to receive my well earned tips.

  Business response

  01/22/2025

  Ms. ******,

  Thank you for bringing the stated concerns to our attention. We apologize for any inconvenience. 

  A review of your account shows that a new account was opened on 1/14/25 and currently has an open balance of $346.53.  Additionally, we see that you were able to speak with a money network agent on 1/18/25 at which time a dispute of transactions was opened. 

  We believe your issues have been addressed however, if you still need assistance please do not hesitate to reach back out. 

  Thank You, Fiserv

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Money Network issued the debit card where my disability benefits would be directly deposited. I activated my card on 1/8/25 and only used it twice. The card was in my possession and nobody had access to my PIN. On 1/11/25, $2,462 was deposited from my state disability. On 1/12/25, I attempted to register for my online account through ****************************************************************************************************. However, I kept getting an error message. I attempted to register on the mobile app, and I received an error message. When I called the automated number provided on the card, I found 3 unauthorized transactions on my account. The amounts are as follows: $14.99; $2,345; and $2.99. Since I did not make these transactions nor did I have access via online or the mobile app to see where this transactions occurred, I called ************** (as indicated on the card). I was on hold for 2 hours and 52 minutes before an automated message stated "we can not process your request at this time" and the call was disconnected. I called on 1/13/25 and was on hold for 50 minutes before an agent named "****** M" got on the line. She asked for my email and my home address despite my explaining to her that the hacker changed all my information (which is why I am unable to access anything online or mobile app). She said the transactions could not be "disputed" until they are posted. I explained there are no pending transactions. I was asking her what I needed to do in order to receive a refund, and she said "I will tell you what needs to be done shortly." Then, I asked her where the $2,365 transaction occurred and she hung up on me. She did NOT give me a claim number; did NOT verify she had the correct email and mailing address (as she said the remaining balance on the card would be mailed to me); nor did anyone from this company attempt to call me back. I have yet to see an email regarding these fraudulent charges. This company is NOT for the consumer and does NOT want to do anything to make this situation right.

  Business response

  02/03/2025

  Thank you for bringing your concerns to our attention.  Our records show that your dispute claim was accepted and final credits applied on 1/30/25 for $2363.34.  Due to the account being closed, a check will be mailed to the address on file.  Please allow ***** business days for delivery.  If you have any further questions, please reach out to **************** at **************.

  Customer response

  02/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a account *** and funds have been transferred to Money Network and I cant access my funds.I cannot activate my debit card because the company does not answer the phone calls I have been making.I have been on the phone for hrs and they never answer the calll, its just a recording, (all agents are curenty busy, please hold for the next available agent). This company is allowing fraud to be used with the accounts that have been astablished from EDD. Its not fare for the people that need the money.

  Business response

  01/22/2025

  Mr. *******,

  Thank you for reaching out with the stated concerns. We apologize for any inconvenience you encountered when trying to reach an agent. 

  A review of our records show that you spoke with a Money Network agent on 1/14/25 and 1/15/2025. It appears they were able to assist, provide instructions on filing a dispute and send you the paperwork needed. 

  If you need any further assistance, do not hesitate to reach out. 

  Thank You, Fiserv

   

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  velocity merchant services told me I was enrolling in EBT program of the ***** in fact I was enrolled in their scam for credit card processing charges and over priced equipment. now they will not stop the service and have rejected my EBT application which they sent to a third party. they lied saying they were the **** but in reality they are only a credit card processing company with no ties to the ****'s EBT program. i asked to cancel their service and they refused saying the billiing would go on for 3 years unless I paid a nearly $500 fee. to this date I have not used their machines or had EBT connection they promised. each month they promise i will get approval but nothing. I have a email and text saying my application for EBT has been withdrawn yet they will not cancel or refund my payments to them.

  Business response

  01/26/2025

  Mr. *******,

  Thank you for reaching out with the stated concerns. You were signed up for *** processing however, the application needs to go to and be approved by ****. In order for you to be approved to accept *** the application needs to be completed and signed along with the proper paperwork provided. Multiple requests were made to send the signed application along with requested documentation, you also should have received a letter from the **** requesting a copy of your Business License. The proper paperwork was not received therefor the application was withdrawn pending receipt of documents. 

  If you choose to close the account any cancellation fees would apply. If you wish to continue with the *** approval process and supply the documents please reach out at ************.

  Thank You, Fiserv

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bank withholding my money and wont release.

  Business response

  01/06/2025

  Ms. *******,

  Thank you for reaching out regarding funding. 

  Unfortunately, your complaint does not provide any details as to what type of account you have with Fiserv, the amount or what funds the were for. Please provide details. Is this a merchant account with us, a ********************************************* account regarding a dispute, locked account or funds you are unable to access, or was this an online or walk in payment made using BillPay or Check Free Pay or other product or service?

  We would need a merchant or account number for you. As much detail as you can provide in regards to amount, date, product and what the funds are for would be helpful in helping us locate the type of account you have and the funds so we can assist.

  Thank You, Fiserv

• Initial Complaint

  12/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The reason I want to complain is that this company has committed commercial fraud. When we started working together in September 2019, they told me that the interest rate commission was 2.5%. For a few months, the interest rate on the bill was indeed 2.5%. After that, the price kept increasing... Until 2024, the interest rate commission for credit card repayments was 3.7-4.0%, which is very high. During this period, I did not receive any notice or letter about the increase in the interest rate commission. I ask you to help me refund the additional fees.

  Business response

  01/16/2025

  Mr. *****,

  Thank you for reaching out regarding the concerns with your fees.

  A review of your statements did not find anything in the 3-4% range. Breakdown below. We also do notify merchants of increases or any changes to the account on their monthly statement 30 days prior.

  August Fees $163.97 Processing Volume $6583.8 Effective Rate ********** ?September Fees $303.36 Processing Volume $12794.12 Effective Rate 0.XXXXX0892 October Fees $319.59 Processing Volume $13017.13 Effective Rate 0.XXXXX1495 November Fees $308.86 Processing Volume $12,653.98 Effective Rate 0.XXXXX8131 December Fees $383.09 Processing Volume $14,645.17 Effective Rate 0.XXXXX8112

  If you have any further questions regarding the fees please reach out to **************** at ************. 

   

  Thank You, Fiserv

  Customer response

  01/16/2025

  Better Business Bureau:
  You are talking about my new account, yes! I am complaining about my old account, the old ********************** number is *************, it is the same company, just the merchant number is different
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  Jiuhua Jiang

  Business response

  01/31/2025

  Mr. *****,

  Thank you for providing the additional information. 

  Changes to your fees/rates will be advised on your merchant statements, please see that attached which provides the information listed for the changes. Also attached, is the listed effective rates from 2019 until 2024 when the merchant account was closed. The effective rate will be off when one off fees such as annual fees are billed, PCI and annua fees are highlighted in yellow. 

  Our records indicate you did call in August 2024 about your fees and were referred to your agent however, the account was closed shortly after. 

  Please do not hesitate to contact us should you have any further questions. 

  Thank You, Fiserv

  Customer response

  01/31/2025

  Better Business Bureau:
  There was a notification in the ****** bill. Because I called to complain in July, the bills for July and ****** were also sent out. Please see the picture. There was no notification before the complaint, and I didn't receive any notification when I called. This company is engaged in commercial fraud. Everyone should be careful, otherwise they will deceive more people.
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  Jiuhua Jiang

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Money network has illegally retained my money giving to my by the Edd

  Business response

  12/30/2024

  Thank you for reaching out with your concerns over California unemployment benefits which we understand you believe you are entitled to.  Please note that Money Network plays no role in determining who will receive California *** benefits. When the California *** determines that a person is entitled to benefits and wishes to use Money Network, the California *** provides information about the recipient to Money Network to use in setting up the account. We have reviewed our records, however, but could not locate any request from the California *** to set up an account for you. We recommend that you contact the *** with your concern.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up to use First Data/Clover to process credit cards for my business. I was lied to the entire time and told there would be a one time fee of $100 for the readers and then a flat monthly charge to process the cards after that once I started using them. I was never told there would be a subscription term of 48 months or that there would be separate processing fees. I received the equipment and on Dec 3 there was a $35 epx fee taken out of my account. I contacted the sales person who signed me up and he told me that he had requested the charge be withheld and that he would look into it. Then $321.13 was taken out of my account on Dec 15. I again contacted the sales person who was supposed to be looking into why I had these fees. He still hasnt gotten back to me regarding why these amounts were taken out. I have never used the readers at all and I contacted First Data explaining the situation to them and telling them I wanted to return the equipment and cancel the service. What I was told I was going to be charged and what I am being charged are totally different amounts and not what I agreed to.

  Business response

  12/31/2024

  Thank you for bringing the stated concern to our attention. To better assist with the resolution of this matter, please reply with your Merchant Number or the associated Lease Number, the Doing Business As (DBA) Name, address, and any additional information to assist with locating your account. Upon receipt we will be able to assist with the resolution of your stated concerns.

  Thank you,

  Fiserv

  Customer response

  12/31/2024

  BBB: First Data wanted this information to research the issue.

  Subscription #: ***************
  DBA Hot Rod's Downtown Barbershop 

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

  ***********, IN 47404

  
  Regards,
  
  ****** *******

  Business response

  01/27/2025

  Thank you for bringing your concerns to our attention. A buyback for the equipment was processed on January 7, 2025. if you have any additional questions or concerns please do not hesitate to contact FDGL at ************.

  Thank you

  Fiserv

  Customer response

  01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I called Fiserv/First Data January 23 and was told my account was closed and nothing was owed.  I called back to request a letter stating this and was then told they couldn't give me that letter because another merchant had bought out the lease and paid off the buyout amount.  I do not have another merchant service.  Also, I had incorrectly stated in my first complaint that I had received equipment from First Data.  I never received any equipment from them.  It was actually from another merchant.  
  
  Regards,
  
  ****** *******

  Business response

  01/30/2025

  Nothing is owed at this time as completed a buyback from the ************************ (***) for the lease completed.

  Thank you
  Fiserv

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I own a small business handcrafting and selling purses at fairs. As sales volume is very small, I looked for an inexpensive solution to get payments from customers. I was attracted by an advertisement from Merchant Industry, a representative of First Data Merchant Services, promising no fees and inexpensive point of sale devices. Based on information provided by their salesperson ******* *****, in April 2024 I got the Valor VP550 supposedly free, but was charged for it. On 4/17 I contacted him, who replied I have already informed them of the refund you should be getting it back in a few business days, what never happened.On 5/2 I was charged $35 and on 5/15 $46.17. I questioned and he replied that those were probably the first month of payment for the device and intermin fee (one time charge from visa mas master) from First Data Merchant Services. Despite that, on 6/3 I was charged $39.25.The device has no option to set the sales tax rate, and I sell at counties with different rates. ******* told me he would activate that option but did not. Their support stated the device does not have such feature.Due to it, on 6/3 I asked ******* about returning the device. He replied, You can return it. However, instead of providing me with instructions to do it without penalties, he sent me offensive messages.Because of incorrect information, lack an essential function, and the offensiveness of the salesperson, I requested through the BBB the cancellation of the rental and of the transaction processing contracts with no additional payments.After several interactions and months, the processing contract was cancelled, but the monthly rental was not. I am still paying, even though I don't use it, as transactions are no longer being processed. I contacted First Data who required that I pay for the device in full to return it. Merchant Industry, representing First Data, practiced tied selling, an illegal practice, and now I am stuck for 48 months with a useless device.

  Business response

  01/21/2025

  Ms. *****, 

  Thank you for reaching out with the stated concerns. 

  We have attached a copy of the Lease Subscription Agreement which clearly states that the agreement is for a non-cancelable 48 month term at $30 monthly. Also, attached is the acknowledgement form initialed and signed confirming you are aware of the agreement and understand it is non-cancelable. 

  Please contact First Data Global Leasing at ************ to discuss options and costs to buyout/close lease. 

   

  Thank You, Fiserv

  Customer response

  01/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I signed the agreement after being misled by Merchant Industry's sales **** acting as First Data's sales representative, as documented on the contract. Furthermore, tied selling is an illegal practice what should void the agreement. Regarding the suggestion of contacting First Data to discuss costs to close the lease, I had already done that before contacting the BBB and the option offered was for me to pay the entire remaining balance, in excess of one thousand dollars, what is not a reasonable option considering that currently the device has no use.
  
  Regards,
  
  ******** ***** Y *****

  Business response

  01/22/2025

  Ms. *****,  
  
  Thank you for reaching out with the stated concerns. As previously stated we have attached a copy of the Lease Subscription Agreement which clearly states that the agreement is for a non-cancelable 48-month term at $30 monthly. Also, attached is the acknowledgement form initialed and signed confirming you are aware of the agreement and understand it is non-cancelable. 
  You will need to contact First Data Global Leasing at ************ to discuss options and costs to buyout/close the lease. 
  
  Thank You, Fiserv

*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. ↩