ComplaintsforWorldpay

• Initial Complaint

  11/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account closure was initiated on 10/18/2023 for 11/18/2023. Regular transactions continued through 11/18/2023 as the contract specifically requires otherwise an ETF of $495 would occur. Worldpay failed to actually close the account on 11/18/2023, which allowed the account to remain active. During this time we continued to be billed on average $119 in fees monthly. Worldpay stated that the account never closed out because there were still transactions that were processing in the account as of 11/18/2023.... Of course there was! Because Worldpay requires regular transactions through the cancellation date or they charge an ETF. Had they actually cancelled the account, transactions would have ceased to exist. Worldpay decided not to cancel our account nor notify us of this even though we completed the Account Closure Contract and signed it with a 30 days notice that we want the account closed. Worldpay is in breach of contract as they violated the contract terms without proper notification to us by keeping the account active and not following the closure contract. This resulted in approximately $1309 in fees that Worldpay has collected through their breach of contract.

  Business response

  11/12/2024

  Good Afternoon *****,
  
  Thank you for reaching out through the Better Business Bureau (BBB) regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced. We appreciate the opportunity to review and address your concerns.
  
  Although I can not provide any secure information on this account, as you are not listed as a contact on this account, I will do my best to assist you without providing sensitive information. Although the account close form you attached does show and effective date of closure for *** ************* of 11/18/2023, the account Close Team is required to confirm no processing has taken place for 10 days from effective date of closure before they can fulfill the account close request. This ensures there is time for potential chargebacks to clear the account. If the account close team sees that there is active processing on an account, they must hold off on closure. In this case the account never stopped processing.  
  
  The fees that you received were due to the activity on the account, preventing the closure from occurring. I verified continued processing in the account up until 10/18/2024. When the account was closed 11/12/2024, I confirmed $4,943.31 in sales and -$ 720.98 in refunds were processed after the effective date of closure that was listed on the form from November 2023 through November 2024. Had the processing ceased in the account the account would have been closed as directed 10 days after the effective date of closure. Unfortunately as processing continued the account remained active. The last batch settled in this account was on 10/25/24 for $79.95. I hope that this makes sense.
  
  That said, while I was researching, I verified there is a second account that is shown under the same Fed Tax ID that was also actively processing up until October 2024, but that account is still open. It looks like the last date of processing on that account was 10/14/2024.  If you are needing this account to be closed, you will need to please reach out to Support and request closure.  I would advise that you do not process any further transactions in the account beyond the effective date, as they will have to verify no processing for 10 days following the effective date for any potential chargebacks before the account is closed.
  
  I hope this is helpful. I am glad I had the opportunity to assist, please let me know if you have any questions. 

  
  
  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

   

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We (****** ***** ***) have been using this company as a cc processor for many years. In May we started using another processor and in September we filled out a form to close our account with Worldpay. They told us that they would close the account as of September and they also charged us for each month from May until September. They then charged us a $495 early termination fee for not using them in May. After reaching out to them directly and not getting any help I am hoping you can help us with this. It seems that they want to double dip and get paid through September as well as charge an early termination fee for terminating in May. Thank you!

  Business response

  10/17/2024

  
  Good Afternoon Shana,
  
  Thank you for reaching out through the Better Business Bureau (BBB) regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced. We appreciate the opportunity to review and address your concerns.
  
  Your message said that in May you stopped processing and began using another processor, but that you did not provide an account close form until September. As you did not provide any notice prior to September, all billing up to that point would be considered valid. Just like any other service, if you did not take the appropriate steps to close the account, it would of course remain active, and therefor would continue billing.
  
  As it is a merchant responsibility to provide a 90-day notice before the end of their current term if they decide to close the account and maintain exclusivity throughout the entirety of the life of their account, having switched processors with no notice was a breach in contract.  As per the attached Merchant Terms and Conditions you will see that page 1 section 1A & 1B speak to the Term and Exclusivity. I believe you will find this helpful. The Early Termination fee of $495 please also see page 3 section 7B it speaks to Early Deconversion / Liquidated Damages.
  
  I appreciate the opportunity to assist  you and I hope that this information is helpful. I hope you have a wonderful rest of the week. Please let me know if you have any other questions or concerns. 

   

  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was working with L*** L***** at Worldpay for my companies credit processing, it would take days sometimes a week to get a response to emails related to my account. When I decided to close the account due to the negligence of this company I was met with hostility and uncooperativeness from L*** when it came to getting the necessary items needed from my account.

  Business response

  10/14/2024

  Good Afternoon *******,
  
  Thank you for reaching out through the Better Business Bureau (BBB) regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced. We appreciate the opportunity to review and address your concerns.

  
  If you can please provide the Merchant ID number(s) for the account(s) in question, as well as a brief summary of what occurred I will be happy to investigate further to see how I can best assist you. I will be standing by and will look forward to hearing back from you. 

  
  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

  Customer response

  11/01/2024

  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, reasons for rejection are included below.

  
  

  Its common procedure for your reps to take days to respond to clients? If L*** is just a sales rep why is it that she handled all aspects of my account until closing? Account number was ************* business name is ******* ********** ***.
  
  
  Regards,
  
  ******* *****
  

  Business response

  11/11/2024

  Good Afternoon *******,
  
  Sorry for any inconvenience you experienced due to delays in correspondence. Please note that to avoid possible delays in correspondence it is always best to reach out to Customer Service directly if you are needing assistance. This will ensure they can get you to the appropriate department without extended delay.
  
  Regarding the account close request unfortunately Sales is not able to close accounts. Due to security protocols only the Owner/Signer on the account can request closure and they would need to call in to Support Directly to do so. Reading through your case notes I verified someone named Alexa called in requesting closure, but unfortunately as she is not the signer, they were unable to process her request. Therefor the account that you provide the Merchant ID for is still open.
  
  I verified you have two accounts for the same address of **** ******* **** ** *** ***** * *******.
  ***The Merchant ID you provided has not processed since 9/18/2024.
  ***Other account was opened on 9/13/2024, and is actively processing, last batch settlement was 11/8/2024.
  
  To avoid any confusion, if you can please include the Merchant ID and a summary of what has occurred as well as a description of any action you are requesting for each specific account that would be very helpful.
  
  I will be standing by and will look forward to hearing from you and seeing how I can best assist you. 

  
  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Sir/Madam, I hope this message finds you well. I am reaching out to express my dissatisfaction with the services provided by WorldPay, which have proven to be insufficient and did not meet our company's needs. For an extended period, we were paying for a service that was neither used nor properly delivered. For the past two months, we have been attempting to cancel the service due to its lack of use. However, we have faced numerous difficulties and restrictions imposed by WorldPay, such as challenges in establishing contact and receiving honest responses from their team. After requesting service termination on August 26th, I was informed that we would need to pay the final service fee, which was charged on September 9th, 2024, in the amount of $154.90 via ACH. However, on September 26th, an additional charge of $495.00 was deducted from our account without any explanation. For the past four days, I have been contacting WorldPay to request a refund, but the company has refused to return the money. Today, I spoke with a representative named Christine from their customer service team and informed her that I would be filing a formal complaint against the company. I am now reaching out to the Better Business Bureau (BBB) to request assistance in mediating this issue. We are simply seeking the return of the $495.00 that was wrongly taken from us. WorldPay claims that this amount is correct, but this is not true, and we feel we have been misled. Thank you for your attention and assistance in this matter. Merchant TIN: ************* Sincerely, ****** **** ***** ********* **** *** ***

  Business response

  10/03/2024

  Good Afternoon ******,
  
  Thank you for reaching out through the Better Business Bureau (BBB) regarding the former merchant processing account with Worldpay. We apologize for any inconvenience you have experienced, and we appreciate the opportunity to review and address your concerns.
  
  As I was able to verify that you are not listed on the account, due to the secure nature of this account, I am only able to provide a limited amount of information. What I have been able to verify is that the account was charged the standard $495 that is assessed when there is a breach in contract due to early termination. Please see the attached terms and conditions.
  
  Please refer to the following areas:
  ***Page 1Section 1A and 1B
  ***Page 3 Section 7B
  
  As per the signed merchant agreement, the account would have needed to be actively processing throughout the entire term of the agreement, and sufficient notice would have been needed to be given when the account close request was submitted. Unfortunately processing discontinued prior to the end of the term and no 90-day notice was provided. As such the $495 was assessed.
  
  I hope this is helpful. Please let me know if you have any questions. I will be standing by and will look forward to hearing from you.

   

  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Formal Complaint Against Worldpay for Deceptive Practices and Unwarranted PCI Non-Compliance Fees [SUMMATION] Over the past several months, I have been continuously charged a PCI non-compliance fee amounting to $74.99 monthly, totaling $899.88 annually. This fee has been applied despite my efforts to comply with PCI standards and repeated assurances from Worldpay that my account would no longer be subject to these charges. Over a year ago, I called Worldpay to address this issue. I was assured that after following their instructions, including performing monthly scans and completing the security assessment questionnaire, the fees would cease. I have consistently met these compliance requirements, including submitting regular scans and updating the necessary security documentation. However, the non-compliance fees persisted. (Section deleted due to character limit, see attached) It appears that Worldpay is employing deceptive tactics to extort unjustified fees from clients, under the guise of PCI non-compliance. These monthly charges seem to be part of an intentional strategy to confuse and overwhelm small businesses with impossible compliance standards and inadequate communication. I am also concerned that this issue is not unique to me and may represent a broader pattern of behavior by Worldpay. The lack of transparency and accountability suggests a systemic problem, and I am left wondering if other businesses are being similarly affected. I urge the relevant authorities to investigate whether a class action lawsuit should be considered to address the undue financial burden placed on businesses for these unjustifiable fees. I respectfully request that you investigate this matter, as Worldpay’s actions not only constitute a breach of trust but also appear to violate principles of fair business practices. I seek a full refund of the fees charged and an explanation of why these practices are allowed to continue without proper oversight. *** ***

  Business response

  09/27/2024

  Good Afternoon ** ***,
  
  Thank you for reaching out through the Better Business Bureau (BBB) regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced. We appreciate the opportunity to review and address your concerns. If you can please provide the Merchant ID number for the account in question, I will be very happy to investigate further in to the PCI non validation fees you have received.
  
  I will be standing by and will look forward to hearing from you soon. 

  
  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  
  

  Customer response

  10/03/2024

  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, reasons for rejection are included below.

   

  The agent representing Worldpay has sufficient information to investigate the root cause of my concern and complaint. Her response is inconsistent with true effort to rectify their errors. She has responded to my complaint requesting information she already possesses. Additionally, she has left no contact information for me to directly reach her.
  
  Regards,
  
  *** ***
  

  Business response

  10/11/2024

  Good Morning *** ***,
  
  Thank you for your reply. I apologize for any confusion, the reason I did not provide my personal contact informtion, is because once a merchant involves the better Business Bureau, all correspondence must take place through the BBB Portal, so that there is full transparency. I appreciate your understanding.

  
  Please note that Worldpay is your processor, ************* is a third party who assist merchant with their PCI Compliance. Worldpay is not responsible for providing your PCI compliance support or preforming PCI Compliance scans. As it is a Merchants responsibility to maintain compliance as per the terms and conditions of your merchant agreement, if a merchant fails to perform the required scans the PCI non validation fee would be considered valid.

  
  I was able to log into your Safer Payments Portal and verify that although it does look like you successfully passed your PCI scan later in the month of September, you were being sent emails (please see attached) from ************* in July, August and early September letting you know that your scans were overdue.

  
  I have attached those emails ************* sent you for your review. I did also reach out to ************* directly this morning and asked that they send me a breakdown of the past 12 months so I can provide you with a month-to-month status report. I als0o asked for them to verify what service package you are receiving from them and the details of that service package.

  
  If you can please reply back to let me know you received this message and the attached emails from *************, I will respond back to you as soon as I have the informtion I am requesting from ************* Support. 

  
  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company continues to charge me when I have no longer use the service and they will not cancel my service because I’ve never signed an agreement with them yet they continue to remove money out of my bank account. I requested on five different occasions to speak to a supervisor, but they just played dumb and act like there is no supervisor available and put you on long hold times. The most unhelpful group of individuals in the world when you want to leave them. They’ll do anything they can grab extra money from you even if they have no signed agreement on file and they will not stop the charges until you sign the agreement to justify the charges they’re putting in place. This should be completely criminal. Do not do business. You will absolutely regret it.

  Business response

  09/20/2024

  Good Afternoon Amir,

  Thank you for reaching out through the Better Business Bureau (BBB) regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced. We appreciate the opportunity to review and address your concerns. If you can please provide the Merchant ID number(s) for the account(s) in question as well as a brief summary of what has occurred we will be happy to research further and see what we can do to help you get your account closed.

  Any information you can provide is greatly appreciated. I will be standing by and will look forward to hearing from you. 

  
  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 12,2034 WorldPay deducted $375 from my business account for an early termination fee. My contract with them did not have an early termination fee and they said I would be refund. Also because they debited this money it caused a payment I had for $374 to bounce. I was assessed a $30 NSF charge. Today is 9/6/24 and I still do not have my money. They have caused me 2 NSF fees because of this and are refusing to refund the extra $60 they caused me to be charged. I have been getting the run around for 2 months now and that is not acceptable. I need my $375 and I need my $60 back!I have been dealing with Alex Wilkinson from Impact Pay who is a go between for World Pay

  Business response

  09/16/2024

  Hello *****,
  
  Thank you for contacting us and allowing us the opportunity to address your concerns. We sincerely apologize for any inconvenience this situation may have caused. Upon reviewing the circumstances surrounding the Early Termination Fee that was erroneously deducted, we have made multiple attempts to issue a refund. Unfortunately, due to a block placed by your bank, these attempts were unsuccessful. We are pleased to inform you that since the removal of the block last week, a refund of $375 was processed on 9/13/2024. Please allow three to five business days for the transaction to reflect in your account. About the additional $60 in overdraft fees, we are currently conducting a review. To help us in this matter, we kindly request that you provide us with copies of your bank statements showing the overdraft fees. This will enable us to expedite the review process. I look forward to hearing from you. 
  
  Thank you,
   
  K** H
  Operations Service Excellence - US Complaints
  
  

  Customer response

  09/18/2024

  After sending info on what I needed for this complaint, IMPACT PAY the sister company of WORLD PAY has agreed to pay my overdraft fees. Kudos to them for stepping up and doing the right thing!! 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 30, 2023, on behalf of my small business, through my business banker at ***** ***** ****, entered into a commercial equipment lease agreement with *********** ****. The agreement was for a Commerce360 Poynt C Wi-Fi terminal for a duration of 36 months, with base lease payments set at $48.90 per month. The vendor providing the payment processing services, Worldpay from FIS, agreed to charge a 3.5% transaction fee for transactions processed through the terminal. However, starting in November 2023, I began noticing unauthorized charges on my account from Worldpay. In December 2023, despite no transactions being processed through the Worldpay system, I was charged the following fees: $52.32, $67.45, $154.14, and $176.75. Similarly, in January 2024, with no transactions occurring, I was charged fees amounting to $57.64, $67.45, $147.35, and $153.53, leading to $160.00 in overdraft fees. The pattern continued in February 2024, with charges of $57.64, $37.00, $57.64, $67.45, $142.40, $147.35, and $57.64, resulting in an additional $37.00 in overdraft fees. Despite multiple attempts to resolve this issue, neither ***** ***** **** nor the vendor sales representative, Robert Rege, could provide an explanation for these unauthorized charges. Furthermore, Mr. Rege has been unresponsive since I signed up for the service. The situation escalated to the point where, in March 2024, my account at ***** ***** **** was closed due to the ongoing, unexplained deductions and overdraft fees. I returned the leased equipment to ***** ***** **** in an effort to mitigate further losses. However, these issues have been reported to the credit bureaus, significantly damaging my credit rating. I believe that both Worldpay has engaged in unethical and potentially fraudulent business practices by imposing these undisclosed and unauthorized charges.

  Business response

  08/30/2024

  Good Afternoon ********,
  
  Thank you for reaching out through the Better Business Bureau (BBB) regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced. We appreciate the opportunity to review and address your concerns. I am hoping to provide additional information regarding your accounts and billing that may be helpful.

  
  It appears you have multiple accounts that were all opened in 2023. All accounts were under a 3-year processing agreement.
  
  ******************* 3-yearmerchant agreement signed 8/30/23, account was closed in breach of contract on 02/11/2024
  
  ******************* 3-year merchant agreement signed 8/27/23 account was closed in breach of contract on 06/18/2024
  
  ******************* *************** 3-year merchant agreement 8/30/23 account was closed in breach of contract on 06/24/2024
  
  I also verified your equipment was under lease. Please note that the lease was a payment contract, returning the equipment would not release a merchant from responsibility for payment. A merchant needs to contact support regarding the agreement and see what can be done regarding the lease.
  
  ******************* equipment lease agreement $48.90 a month (please call into support at your earliest convenience to tell them you need to speak to someone regarding your lease).
  
  If you please review each of your signed agreements, you will see that pages 4 and 5 do speak to additional fees
  
  ******Safer Payment basic $24.95 per account (Safer payments is a 3rd party who assists with PCI Compliance) page 4
  
  ******Minimum processing fees $30.00 per month Page 5
  
  
  I also did verify you were being charged PCI noncompliance fee in each account for $49.95 in each of your accounts, this fee was due to your not completing your PCI compliance scan with Safer Payments as is required by the Terms and Conditions of your Merchant Agreement.
  
  There is one more additional charge that I was able to see for your eComm gateway use for Authorize.net in the amount of $25.00 per month for MID *************.  You will need to please reach out to Authorize.net directly to ask them to please close your account
  
  *****You will want to call ************ and provide your Payment Gateway ID: ******* and tell them you closed your account with Worldpay in June but are continuing to be billed, they will be able to assist you to close your account.
  
  As far as I can tell by reviewing your signed merchant agreement and the terms and conditions the billing does all appear to be valid. Please note that even if a merchant is not processing in their account all of the standard monthly fees do apply. As your accounts have been sent to Collections due to your bank rejecting your fees, you will need to please work with Collections to bring your accounts into good standing.
  
  I hope this is helpful. Please let me know if you have any further questions.

  
  
  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

   

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Worldpay is our credit card processing company. A few months ago, we discovered some fraudulent transactions under one of our accounts with them. Worldpay tried to blame the issue on us, but I feel the security breach was on their end. The whole situation was not handled well by Worldpay, so we decided to look for another credit card processing company. When I called Worldpay asking what the process was to terminate the contract, I was told that the contract is set to auto-renew every year, and that according to the contract, unless they are given written notice at least 90 days before the renewal date, the contract auto renews. I was a couple of weeks away from the renewal date, but they said that since it was less than 90 days, the contract would have to renew for another year, or I would have to pay $495 for an early termination. It just feels wrong for them to force me to either stay another year, or pay the $495, especially since the original term of the contract of 3 years has already passed. At that point, I would have been canceling before the contract auto renewed, but they still consider it an early termination. I thought they were supposed to send a reminder saying the contract was coming up for an automatic renewal, but they didn't. It just feels like they do that on purpose, counting on people missing the 90 day mark. I can understand having to give notice, but I believe being forced to stay another year because I didn't do it 90 days prior to the renewal date is wrong. To me, this is a sneaky way of doing business. So, I ended up telling them I needed to cancel anyway because I don’t want to do business with them anymore. I told them if they have to charge the $495, so be it, but I think it would be wrong if they do.

  Business response

  08/12/2024

  Good Afternoon ******,
  
  Thank you for reaching out through the Better Business Bureau (BBB) regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced. We appreciate the opportunity to review and address your concerns. If you can please provide the Merchant ID Number(s) for the account(s) in question, I will be happy to see how I can assist.

   

  Thank you,
  
  K***** At*****
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  
  

  Business response

  08/20/2024

  Good Afternoon ******,
  
  Thank you for confirming the merchant ID numbers for your accounts. I forwarded your information to ******* ******* along with your complaint. After review they have determined that as a customer service gesture, they will accept the 30 day notice you have proposed and have agreed to waive the early termination fee (ETF) of $495 per account.
  
  I have notified the Loyalty Advisor who has been working with you, R***** R****** that the 30-day notice is acceptable, and the ETF is to be waived. Please feel free to continue to work with R***** to complete your account close process. I hope this is helpful; please let me know if you have any questions. 

  
  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  
  

  Customer response

  08/23/2024

  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.  Thank you!
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Worldpay Integrated Payment solutions was my credit card processing company for my business for 7 or more years. I own a Self Storage Facility. In 2022 my software provider (********) made changes and advised me that if I did not process my credit card payments with them I would pay additional fees on a monthly basis as of April 2023. I contacted Worldpay about switching providers and they informed me that I still had one year left on my contract with them (the contract was signed by my business partner ********* ******). Since then I have bought ********* out and am the sole owner. Attached is the communication with A***** H**** at FIS Global (a Worldpay company). Since she informed me there would be a termination charge if I choose to terminate early, I choose to continue to process through Worldpay until the stated expiration of March 2024. ******** made the exception and did not charge me additional fees agreeing to wait till the contract expired. PLEASE SEE ATTCHED DESCRIPTION CONTINUED IN ATTACHED DOCUMENT

  Business response

  07/22/2024

  Good Morning ******,
  
  Thank you for reaching out to the Better Business Bureau regarding your processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. In your complaint you said, “Attached is the communication with A***** H**** at FIS Global (a Worldpay company)” Although Aprill billing was attached more than once I do not see any attachment with communications from A***** H****.
  
  As this attachment did not seem to be included, if you can please send that attachment as well as the account close form you would have submitted prior to April 2024, I will be happy to research into this to see how I can best assist you. I will be standing by and will look forward to assisting you, have a wonderful day.

  
  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

  Business response

  07/25/2024

  Good Afternoon ******,
  
  Thank you for your reply. Page five of the attachment of the PDF with the last three numbers ***, shows that A***** sent you an account close form for you to fill out and send back. If you can please send the signed account close form that you sent to us requesting the account be closed 90 days before the end of your term as the Terms and Conditions require that would be very helpful.
  
  I have attached a copy of the signed agreement as well as the terms and conditions for your records.
  
  Please review the very first paragraph of the very first page 1, section 1 Term and Exclusivity. Subsection A. Term. This will provide you with the requirements to close the account. I hope this is helpful. Please let me know if you have any questions. I will be standing by and will look forward to hearing from you. 

  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

  Customer response

  07/27/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  I***** *******
  

*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. ↩