ComplaintsforShift4

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was using Shift 4 as a customer for about 2 years. My store closed and I wanted to cancel my account. When I called to do so, I was informed that Shift4 had automatically renewed my contract without notice and cancellation would cost me $852.39. I asked why I had not been told about the automatic renewal when I had contacted the company previously to talk about my pricing. They said it's their policy to not notify customers - it's included in the original terms and conditions and there is no notice regarding anything else about it. I asked for an exception to be considered in my case. They said they don't do that. I asked for other options to avoid the fee - they said leave the account open. This was a firm that had already been charging me an excessive rate for credit card processing previously PLUS a monthly service fee for the payment terminal. And I'm returning their equipment to avoid an additional fee over and above the $852.39. I lost my temper and told the rep that I would be complaining to the BBB and any other government group that would listen - she didn't care. I estimate that between fees and charges, I have paid over $25,000 to Shift4 over the last 2 years. I'm asking the BBB to help with getting this charge renewed or else to place Shift4 on some sort of watching list for helping small businesses avoid predatory companies.

  

  Business response

  10/18/2023

  Hi *******,
  
  I am not sure when this complaint was filed since we already addressed this concern with you directly. Please contact our team directly should you have any additional questions regarding this matter via legalsupporttickets@shift4.com or ******************.
  
  Thank you,
  *** **** 

  Customer response

  10/18/2023

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

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We use this company as our payment processor, as we are a restaurant. I began having issues with my secondary terminal. The credit card machine stopped working, as well as the printer. These issues began in June of 2023. The contract I have with this company states that they are supposed to keep their equipment in working order. It took us nearly 3 weeks to have a representative show up at the restaurant. The first appointment scheduled, they didn't even show up. It takes hours to speak to customer service. He moved some wires around; left, and the problems started again. Another two weeks for a representative to show up. This representative got the printer working, but not the credit card machine. He stated we did not need a new printer, but an entirely new computer unit. This was supposed to be ordered and delivered weeks ago. I have yet to see the terminal or receive any phone calls. This is extremely frustrating! I pay this company thousands of dollars in fees per month. I am requesting 2-3 months of fees waived. This is a breach of contract.

  

  Business response

  10/03/2023

  Hi *****
  
  I am sorry to hear about the difficulty you may be experiencing. Please allow me an opportunity to review everything and I will reach out to you or the owner to see what can be accomplished. I am looking forward to speaking with you soon. In the meantime, please feel free to reach out to our team via ****************** or legalsupporttickets@shift4.com for expedient service. 
  
  Thank you,
  *******************

• Initial Complaint

  09/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We cancelled our account with Shift4 on March 31, 2023. After cancelling/closing our account with Shift4, they have continued to withdraw funds from our bank account via ACH without authorization. We issued a stop payment to the bank id Shift4 was using to withdraw funds. Shift4 then used a rotating business id to manipulate and override the banking system in order to continue charging our account even though our Shift4 account was confirmed as closed.

  

  Business response

  09/25/2023

  Hi ****,

  Thank you for the opportunity to assist you. I am not sure when you placed this complaint since we already addressed on 9/22. Please contact our team directly should you have any remaining questions via legalsupporttickets@shift4.com or ******************.
  

  As a reminder, your account is closed and the initial refunds were rejected by your bank as; "credit entry rejected by receiver." That said the refunds were applied to your account and we received notice from your bank that you received them on 9/14/23.

  Please do not hesitate to contact our team directly should you have any additional questions.

  Thank you,

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

• Initial Complaint

  09/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In December 2022 I wrote Shift 4/Harbor Touch via email to terminate the services provided to the business that I am responsible for facilities as well as the accounting. The reason for the notice to terminate the agreement was due to Shift 4 payments would not correct several severe items that became apparent after using the system for only 72 days. The Items are as follows:1. Failure to deposit customer tips to our financial institution. 2. Deposits sent to our financial institution could never be reconciled with the *** System, not one deposit made would balance out to the manual ledgers kept for each bar shift.3. Fees were withdrawn by ACH without any explanation from our financial institution.4. After our demand to terminate services no transactions were made using the Harbor Touch/Shift 4 systems in excess of 60 days and are still not being used, Shift 4 has made 3 separate withdrawals from our bank in amounts exceeding $450.00 with no explanation.5. I personally have called or emailed the Shift 4 corporate offices approximately 40 times since December 2022 demanding the termination and the immediate refund of all fees and missing deposit amounts due to us from October 15, 2022 through December 31, 2022. As of the writing of this complaint the only activity has been multiple withdrawals from our financial institution and not one penny refunded or deposited. 6. The customer service department of Shift 4 is a joke and that is if you can even reach a human being that can even understand the operations of the system let alone the constant pass the buck mentality. So the question is what are the fees I am being charged for and why do they continue 9 plus months after written termination of the agreement was sent.

  

  Business response

  09/13/2023

  Hi *******,
  
  I thank you for the opportunity to assist you. Unfortunately, the owner of this account has not authorized you to be able to address their account. That said, I will review everything and reach out to the owner ot see what can be accomplished.
  
  In the meantime, please feel free to have the owner contact our team directly via ****************** or legalsupporttickets@shift4.com for expedient service.
  
  Thank you,
  *******************

  Customer response

  09/13/2023

  In response to the Shift 4 answer I do in fact have authorization to address the issues identified in our complaint. The owner of the business, ********************** had designated me the point of contact back in September of 2022. ************ has stated on numerous occasions to your support staff that I am to have full access to the account and in fact have been the one working with ************ to compile the audit of the *** system as well as the discrepancies that have been sent to Shift 4 on more than 5 times to be addressed. ************ in December sent a letter to Shift 4 legal terminating the services for cause as well as the financial discrepancies that had been identified. Sine the date of termination Shift 4 even after authorization had been revoked in writing to cease and desist any further ACH withdrawal activity to the company bank account several withdrawals have been made in excess of 1100.00. That essentially is fraud. That said if Shift 4 deems it necessary to contact ************ please feel free to do so and at that time he again will tell you that you are to communicate to me as the IT and Facilities Manager as he does not have the time nor the desire to again be completely stressed over the inadequacies and the failure that Shift 4 has a well know track record of.

  

  Business response

  09/14/2023

  Hi *******,
  
  Unfortunately, the owner has not authorized you to be able to address their account. Due to safety and security measures, we are unable to address this matter with you directly. As previously mentioned, we are reaching out to the owner to see what, if anything, can be accomplished. In the meantime, please feel free to have the owner contact our team directly via ****************** or legalsupporttickets@shift4.com for expedient service.
  
  Thank you,
  *******************
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I started doing Business with IRN as our Credit Card processor over 20 years ago. Everything worked fine. About 1 year ago our statement started coming from Habortouch a Shift 4 Company. That's when things went south. They would intermittently add an adjustment fee charge to some of the statements. I tried to find out what this meant to no avail. I was contacted by ********************* from Shift4 to change my terminal to their new system. I told ***** that I was not going to change anything until they could explain what this adjustment charge code **** is for. No explanation. She was going to check into it. She then called me back a few weeks later wanting to get switched over to the new system. I again asked if she found out what this code **** charge is for. No answer for me. I told her that I wanted to cancel them as my Credit Card Processor since I felt that they are ripping me off with this unexplained fee. I told her that this is a good time to part company as they wanted to re-sign me with the new system. I sent a letter of cancellation to her by email and by snail mail. I called her to confirm she received it. She assured me that she had and forwarded it to her superiors. I called her and emailed her to see where we at on this. Never could get a straight answer. It was always in the works. The last time I tried to contact her they killed her extension. She was the only person that I could consistently get a hold of. I tried customer service and you would always get someone different and they would start a new ticket. I probably have a least a dozen tickets floating around out there regarding this issue. What a terrible way to do business. This is a rotten to the core company. I feel like I am trying to get out of mafia and there is no way out. Anybody considering this company PLEASE run don't walk. GET AWAY FROM THEM!!! I found I New Processor that is very good and will explain and can justify all their fees to me and are totally accessible to me for any questions.

  

  Business response

  08/30/2023

  Hi *****,

  I thank you for the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach our team via ****************** or  legalsupporttickets@shift4.com for expedient service.

  Thank you,

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 16 at 4:29 PM I made $1000 charge at *****************, but the shift4 credit card machine said it was declined twice my bank said it was not declined. They took the money out of my account and I either want my money back or I want them to call ***************** who is the merchant and let them know my transaction did to go through. Someone has my thousand dollars and it's not me.

  

  Business response

  08/31/2023

  Hi ***,
  
  I am so very sorry to hear about the difficulty you may be experiencing with where you might have made a purchase. Unfortunately, we are not able to assist you with this concern since this matter is between you and the merchant. Please provide any supporting information to the merchant so they can review it and let you know what can be accomplished. Should the merchant have any questions, then they can contact us directly at ****************** or legalsupporttickets@shift4.com for expedient service.
  
  Thank you,
  *****************************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We absorbed a small gym called ************** in Minnetonka who used Shift4 as their payment processer. We decided to sell this business in 2022. We have not used Shift4 since 2022, but cancellation was overlooked due to the staff at The ***** leaving the ***** I initially reached out to cancel our account on July 11, 2023. I have explained numerous times to many customer service representatives that none of the original owners of The ***** are with the ***** so they cannot reach out to process the cancellation. I have offered to send the legal documents that show the **** taking ownership of The ***** and selling The *****, but Shift4 has decided not to accept those. I have been trying to cancel our billing since July 11, 2023, and I am no closer to this cancellation now then I was back then. It would appear that Shift4 is deliberately choosing not to resolve this issue so that they can continue charging our checking account anywhere from $287.90 to $527.90 every month.

  

  Business response

  08/31/2023

  Hi ******,
  
  I thank you for the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please contact our team directly at ****************** or legalsupporttickets@shift4.com for expedient service.
  
  Thank you,
  *******************

  Customer response

  09/06/2023

  Hello,

  Due to our complaint with the BBB, Shift4 has terminated our contract and refunded us for our last payment. I consider this complaint closed.

  Thank you!
  *****************************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year (2022) I signed up with Shift 4 to have them process my credit card transaction from our medical office. After 3 months of them not being able to correctly code my credit card terminal as a medical office, it finally worked. Fast forward to this year (2023), I contacted Shift 4 at the beginning of the year to complain about several mysterious charges being added to my account. I expressed my unhappiness for the shady business tactic of just adding fees without explaining what the fees were for. Again, no valid reason could be given, one rep agreeing with me that it was "weird". In March of 2023, I called again, same issue with fees being added, this time I was told it was due to some special plan they automatically signed me up for if I didn't opt out. I explained I was never asked either way, they issued a refund, only after I told them I wanted to cancel the account all together. I was transferred to another rep who told me I was under a contract until the end of July 2023. I was never informed of a contract but I decided I would wait and switch processor companies in July. I contacted Shift 4 again after July since that ended my "contract", but now I noticed more "weird" fees were also added to my account. The extremely rude and condescending rep in the retention department told me they renewed my "contract" for another year, AGAIN, without my approval or knowledge..... I demanded to speak with a supervisor/manager, he told me none was available. I find it hard to believe that a major company, taking in all those "weird" fees would not have someone of authority available. When I questioned him about that, the call disconnected. I called right back and spoke with another rep, she put me on hold for the retention department for over 15 minutes. This company is clearly a scam.

  

  Business response

  08/21/2023

  Hi ****,

  I thank you for the opportunity to assist you. I will review everything and reach out to you to discuss. In the meantime, please direct any calls/emails regarding this matter to our team for expedient service via  legalsupporttickets@shift4.com or ******************.

  Thank you,

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a credit card merchant processing account and a POS system with Shift 4 Harbortouch for several years. I became dissatisfied with their service due to problems communicating with them. I called several times to discontinue my service with them and eventually was told that I had a contract with them until May 13 2023 and that I needed to give 30 days notice which I did and I signed up with another company. I was then informed by Shift 4 that my contract did not expire until June 2024 and so they are taking about two hundred & fifty dollars a month out of my bank account. Do I have any recourse to stop this as this is a big amount for a small restaurant *** *** *** * ***** *** ********* ** Saugerties NY ***** Merchant ID # ************ Regards ** *****

  

  Business response

  08/21/2023

  Hi ******,

  I thank you for the opportunity to assist you. As per your executed Cancel Form, see attached, your end of term is 6/9/24. That said, I will review everything and reach out to you to discuss. In the meantime, please direct any calls/emails regarding this matter to our team for expedient service via legalsupporttickets@shift4.com or ******************.

  Thank you,

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

  Customer response

  08/29/2023

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

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/27/2023 install dateI initially told salesperson That we were in process of selling business however he said it would no problem as long as he had opportunity to make sales pitch to new owners We also told him we not literate of any POS SYSTEM all new to us Fine , it took 2months from signing to get system up. 4/27/2023 to be exact I returned some of equipment not needed the portable was temporarily given to us til system would work good Wanted to return no ticket ever sent to us We had a lot of downtime with equipment into 3 rd month we sold business i reported sale got a ticket number to return equipment salesperson made his pitch with new owners 2 months later they tell I have to complete another form Which I did yesterday with the conditions of original application System never really worked properly Down most of time lost a lot of money because couldn’t take orders Since I was selling we were told not to return equipment yet Last day of operation was 5/21/2023 Was still in window to cancel since system was not up and running til end off April . I made several attempts to get system to work Supposed to have online ordering But ordering was going through old network And I lost 13,000.00 in revenue because I was not the customer None of the service that was explained to us was ever totally up and running we got tired of calling relieved we got rid of them A lot of issues but now they want not send label to make return and forced me to sign another form to complete leaving me in limbo again Not paying for equipment I am not using nor services not being done today I wil attempt to bring to local office 

  

  Business response

  08/14/2023

  Hi *****,
  
  I thank you for the opportunity to assist you. Unfortunately, the owner of this account has not authorized you to address as your concern indicates. We have been reaching out to the owner and will continue to do so in order to help resolve this concern. In the meantime, please feel free to have him reach out to us directly for expedient service via ****************** or legalsupporttickets@shift4.com.  
  
  Thank you,
  *******************

*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. ↩