ComplaintsforShift4

• Initial Complaint

  03/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unfortunately my business closed in January. After we closed, I was tasked with canceling / closing our accounts. After 2 months of trying to contact Shift4, I spoke to *********. She notified me that my business was automatically renewed for their services, that was WITHOUT NOTICE, for the next year until November. She informed me that she reads everything that she signs, well I received nothing e-mail or mail, for a renewal and was not signed, well maybe 5 years ago when I opened the business. I call that BS, especially when terms were changed! I wasnt notified! I asked what has Shift4 done for those struggling businesses during the pandemic? She told me they shortened their auto-renewal contracts from 3yrs to 1yr, which doesnt help me when my business is closed. I subsequently asked for a manager to speak to, as Im desperate at this point for help, and she informed me that she is that person. For example, I called ******* about canceling. The guy I spoke to was very apologetic and showed sympathy to my business closing. He was beyond helpful and canceling was a breeze. That said, I am still waiting on my cancelation email from Shift4! If I have to keep on paying $276/mo for Shift4 services until November, at least send me the cancellation email! Oh and *********, learn some humility, regardless of my attitude. I work in the ** and treat patients from all backgrounds in different stressful situations. The one thing I realized is that when people are not being nice, if you show compassion, the outcome would be entirely different. Shift4 should realize that businesses close, upon closure, they should no longer bill for their services rendered, as their "serviced" businesses are no longer utilizing their services! Now I have to pay out of pocket until November on services Im not using, and on something I cant afford. Notify me before you auto renew! Email! Call! Mail! Something!

  

  Business response

  04/08/2022

  Hi ***********,

  We are so very sorry to hear about the loss of your establishment and any difficulty you may have with your account with us. I will reach out to you directly to see what can be accomplished. In the meantime, please feel free to contact me directly at ****************** or legalsupporttickets@shift4.com.

  Thank you,

  Callie L**********
  Legal Support
  ****************** | eFax ************
   N. Irving St. | Allentown, PA  18109
  **********************************
  **********************************************
  ****:FOUR

  

  Business response

  04/22/2022

  Hi ***********,
  
  It was great speaking with you. We have now received the equipment. As promised, we are applying the April credit towards your balance and will write off the remaining balance.

  Please feel free to contact us directly at ****************** or  legalsupporttickets@shift4.com should you have any remaining questions or if we can be of further service.
  

  
  Thank you,
  Callie L**********
  Legal Support
  ****************** | eFax ************
  2202  N. Irving St. | Allentown, PA  18109
  **********************************
  **********************************************
  ****: ****.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 9th, 2022, we signed up with Shift4 to handle our credit card processing. As part of their service, they offered FREE gift cards that we could for our business. When I called Shifyt4 support to find out how to actually use the gift cards, I was hung up on twice! On March 24th,we decided to cancel our account with Shift4.This morning, I discovered that Shift4 had attempted to debit my bank account for unknown and unauthorized charges, which resulted in an overdraft fee from my bank in the amount of $ 30.00. I am going to my bank to close that account this morning. My merchant ID number is: **********.

  

  Business response

  04/08/2022

  Hi *****,

  I thank you for this information and the opportunity to assist you. I have reviewed your account and will be reaching out to you shortly in order to see what can be accomplished. In the meantime, please fee free to contact me directly at ****************** or legalsupporttickets@shift4.com.

  Thank you,

  Amber S******
  Legal Support 
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  *******@shift4.com
  legalsupporttickets@shift4.com
  ****:**** 

  Customer response

  04/13/2022

  Shift4 has reached out to me and resolved the issue very satisfatorily.
  
  Thank you for your prompt attention to this matter.
  
  ***********************

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have 5 merchant accounts with Shift 4. We stopped using their services and have been trying to get our accounts closed down and to receive shipping instructions to send the equipment back. We stopped using their services in June of 2021. Each time we call in, we are on hold for a minimum of 30 minutes, and often up to an hour and we get transferred to various departments. The close out process is a nightmare. We have been promised shipping instructions that never arrive. To have to constantly call back in, and endure the 30min to an hour wait time is not practical for a business owner. We have sent numerous email requests to them that go unanswered. We simply want the accounts shut down, and to send the equipment back It shouldn't be this hard. Instead, this company continues to bill to us every single month, and will keep billing us- all the while making it impossible for us to shut our accounts down and return the equipment. The five accounts we have are:Legal DBA Merchant ID ******** ** ******************* ***   ********** ******** ** *** **************  ********** **** ******* ************ ********** ***** ** *** **** ******** ** *** ****  ********** ***** *** ** ****. ******* *******************

  

  Business response

  03/22/2022

  Hi *****,

  We thank you for this information and the opportunity to assist you. I am sorry to hear about your disappointment and will review your concerns and your accounts and reach out to you directly to discuss your accounts. In the meantime, please feel free to reach us directly via ******************. 

  Thank you,

  Amber S******
  Legal Support 
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  ********************************
  legalsupporttickets@shift4.com
  ****:**** 

  

  Business response

  04/04/2022

   
  
  We were able to speak with the merchant and agreed to close the account, provided return labels, and a **** for balance, and will close the account once the equipment has been returned. The merchant was satisfied with our assistance and we are monitoring for the return of the equipment.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SEP/2021 OUR BUSINESS USED SHIFT4 FOR CC PAYMENTS. WE PROCESSED A CUSTOMER PAYMENT, SHIFT4 DECIDED TO RETURN SAID PAYMENT. THO THEY NEVER RECIEVED PAYMENT COMPLETLY FROM THE CUSTOMER, NEVER DEPOSITED FUNDS INTO MY ACCOUNT. SEVERAL DAYS AFTER THE REVERSAL OF CC PAYMENT SHIFT4 TAKES THE FUNDS FROM MY ATTACHED BANK ACCOUNT. REFUNDED IT A FEW DAYS AFTER THAT, TOOK IT AGAIN & REFUNDED IT A FEWS AFTER THAT AGAIN. CAUSING PAYROLL, CHECKS, SEVERAL OTHER BUSINESS MATTERS TO GO INTO A REARS. I WAS FORCED TO FREEZE MY ACCOUNT SO THEY COULD NO LONGER ACCESS IT & ATTEMPTED SEVERAL TIMES TO RESOLVE THIS MATTER. SHIFT4 IS WANTING ME TO PAY A FEE FOR BREECH OF CONTRACT, SEVERAL UNABLE TO COLLECT MONTHLY FEES CHARGES AND OTHER FEES & NOW ARE THREATENING TO PLACE THESE FEES IN COLLECTS. NO ONE RETURNS CALLS OR TRIES TO RESOLVE AFTER SEVERAL ATTEMPTS & FALSE PROMISES FROM COMPANY REPS. VOW TO HELP RESOLVE.

  

  Business response

  03/15/2022

  Hi ******,

  We thank you for this information and the opportunity to assist you. Given the sensitive and private information of your account balance, chargebacks, and account closure I will reach out to you directly to discuss. Our records do indicate that you have spoken with a few agents already regarding this matter but I would like to speak with you and see what can be accomplished. I see that the phone number you provided here is the number that we have in your file. In the meantime, please feel free to contact our team directly ****************** Monday through Friday 9am - 6pm EDT.

  I am looking forward to speaking with you soon.

  Thank you,

  Callie L********
  Legal Support
  ****************** |eFax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************
  legalsupporttickets@shift4.com
  ****:****

  

  Business response

  04/08/2022

  We have made attempts to reach ******************; however, he remains unresponsive. We have left voicemails on 2/28, 3/2, 3/9 and 3/17 indicating that we would like to see if we can assist with the concern along with our phone number ******************. The merchant remaining unresponsive may be due to the fact that the requested refund was already applied to the account when we received the BBB complaint. Basically, it may just be timing.

  Deborah S****

  Senior Manager of Legal Operations

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have never heard of Shift4. I am attaching correspondence I have received from them. I have called a couple time but have not received any explanation or resolution. I am very concerned because they have my personal information, including my SS#. I do not own a business so I don't know how they got my information. I want to know the background of all this and need them to retract the 1099-K they sent to me as I have never had any dealings with this company.

  

  Business response

  03/10/2022

  Hi *****,

  We thank you for this information and the opportunity to assist you. Our Risk Department previously determined that the account was established fraudulently. There are a few things that we would like to discuss with you; however, I was only able to leave messages. Considering the sensitive nature of this particular situation, we will continue to reach out to you. In the meantime, please feel free to call us directly at ****************** or email legalsupporttickets@shift4.com with a date/time and preferred phone number.

  I am looking forward to speaking with you soon.

  Thank you,

  Callie L********
  Legal Support
  ****************** | eFax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************
  legalsupporttickets@shift4.com
  ****:FOUR

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Due to ongoing problems with Harbortouch Point of Sale software during the past several years, such as frequent interrupted and loss of service, very long wait times for tech support and loss of data due to a hard system crash after which it was discovered that my data had not been backed up for 3 weeks. Harbortouch did not provide an alternative to a hard drive based POS system (cloud version), this became a major reason for my research into finding a cloud based POS provider with the ability to use the software even during a loss of internet service. I have attempted to initiate the process of canceling my merchant account and equipment lease agreement. After repeated request for copies of my most recent binding agreements via email and phone calls, I still have not received this information. The cancellation form which was provided shows an effective date of July 21, 2022 (which I cannot verify as my current coverage ending date, therefor I do not wish to agree to). Various emails and phone calls continue to be told that the info I have requested will be provided within 24-48 hrs. I have no way to formally begin the cancellation process without signing a document that I do not agree with the date. I simply wish to terminate service and return all of the equipment that was leased. My records indicate that I am only under contract until April 2022. If fees are automatically deducted from my account over and above what I feel is valid, I will be seeking reimbursement. My frustration with this termination process is another example of the difficult and misleading business practices of this company.

  

  Business response

  03/09/2022

  Hi ******,

  I thank you for the opportunity to discuss your account today. I am glad we were able to discuss your agreements. In an effort to help resolve this concern we are using the 2/8/22 end of term date and will close your account accordingly once the equipment has been returned. This offer is valid for 30-days as of 3/10/22. As per your request, I will forward the agreement that we discuss to you personally in order to help protect your private information. Should you take advantage of this opportunity by returning the equipment by 4/10, then we will refund or write off your March billing. 

  Please do not hesitate to contact me directly should you have any additional questions or concerns regarding this matter. 

  Thank you,

  Amber S*********
  Legal Support 
  ****************** | fax ************
  **** ****************************. | Allentown, PA *****
  ********************************
  legalsupporttickets@shift4.com
  ****: ****

  Customer response

  03/25/2022

  [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. 
  
  All equipment has been returned and I am waiting on confirmation of receipt and close out of my merchant account

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

• Initial Complaint

  02/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business is falsifying transactions and tax documents. I processed my last transaction with my business on 10/23/2021 and Shift4 is showing on there end that they charged my customers credit card twice, once on 10/23/2021 and again on 11/04/2021. My processing machine was not even hooked up and my business was closed. They are also claiming that this transaction was deposited in my bank account, my bank account was closed on 11/01/2021. Shift4 is also showing this same transaction on my 1099-k tax form as additional income that I did not receive. For years this business has been very difficult to deal with and in my opinion they are over charging businesses with random monthly fees. Shift4 has made several mistakes with my account several times and has taken double charges from my bank account on multiple ocasions.

  

  Business response

  02/25/2022

  Hi ********,

  We thank you for this information and the opportunity to address any concern you may have. Please allow us an opportunity to review everything and contact you directly. In the meantime, please feel free to reach us at any of the contact methods in the following signature.

  Thank you,

  Legal Support
  Powering the top brands in POS technology
  ****************** | efax ************
  *********************************************. |  Allentown, PA *****
  legalsupporttickets@shift4.com
  ****: ****

  

  Business response

  05/09/2022

  Good morning,

  We were able to leave VMs for the first two attempts to reach you; however, are no longer able to. We tried to reach out to you directly in order to resolve any concerns you may have but were unsuccessful. I have verified that the ACH refund transactions rejected from your bank since it was closed. The check is for the refunds that rejected from your bank and not due any transaction in November since there were none. You will need to address your 1099 concern with your tax accountant so they can address it accordingly. We did not change any processing from November to October. 

  We will need to verify some information if you would like a check to replace the rejected ACH refunds. Since we are unable to reach you, please contact us at ****************** for expedient service Monday-Friday 9am - 5pm EST.

  Thank you,

  Deborah S********
  Senior Manager of Legal Operations
  ****************** | eFax ************
  *********************************************. | Allentown, PA *****
  legalsupport@shift4.com
  ****: FOUR

  Customer response

  05/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 
  I refuse to continue the conversation regarding phone calls/voicemails because it is absolutely false information.

  The ACH refund that you are pertaining to is in regards to the false transaction that did not occur. So as I stated previously, my business is NOT entitled to receive this refund because this transaction did not process through my terminal. If Bank Card / Shift 4 debited this from someone's credit card account, then this individual is entitled to this refund !!!!
  
  Now you are admitting that there was not a transaction in November ??? Please tell me why Shift 4 issued a November statement showing a transaction on 11/4/2021 ?? And when I called and questioned this transaction, the representative insisted that this transaction did occur ??? Which is absolutely false !!
  
  Explain to me how my tax accountant is responsible for a fraudulent 1099 tax document that Shift 4 created ??? The ACH refund that you are pertaining to, that I am not entitled to receive a refund for, is the amount that Shift 4 added to our business October activity, which did not occur. I asked for Shift 4 to produce evidence of this transaction and I still have not received this document ???? 
  Shift 4 is claiming that they did not change any processing from November to October, again produce all the activity/transactions for the month of October because the amount that is on the fraudulent 1099 is not correct ??? 
  
  This is absolutely ridiculous that Shift 4, continues to refuse to correct the fraudulent 1099 tax document, continues to claim false information and continues to be unwilling to end this claim. 
  Please forward documents requested as stated above, forward a corrected 1009 tax document with the correct amounts, and agree to finalize this claim.
  Thank You
  
  Regards,
  
  *************************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Harbortouch/shift 4 Company has not closed my account and is continuing to charge me after I signed a cancellation agreement and sent back the equipment back in December. They are not only charging me the service contract monthly price but a huge monthly inactivity fee. Harbortouch never answers their phone so that I can talk to a customer service representative. Now they have sent this bill to their internal collections department. There should only be charges monthly charges for November /December. I can not get someone to resolve this and they keep giving me the runaround.

  

  Business response

  02/24/2022

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

  We thank you for this information. Please allow us an opportunity to review everything and we will reach out to you.  In the meantime, please feel free to contact us directly via ****************** or legalsupporttickets@shift4.com. 

  Thank you,

  Legal Support
  ****************** | efax ************
  2202 N. Irving St. | Allentown, PA 18109
  legalsupporttickets@shift4.com
  ****: ****

  

  Business response

  07/06/2022

  Hi *****,

  Thank you for brining this to our attention. Please disregard the notice since there is no past due balance for your account. 

  Please feel free to contact me directly should you have any questions regarding this matter.

  Thank you, 

  Callie L*****
  Legal Support
  ###-###-#### | eFax ###-###-####
  2202 N. Irving St. | Allentown, PA 18109
  legalsupporttickets@shift4.com
  NYSE: ****

  Customer response

  07/15/2022

  [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

  02/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I created a store on shift4shop.com under merchant id **********. It has been frustrating to say the least. I registered my business with the United States Postal Office under form ****. Shift4shop will not accept my address so I can open my store. My business is registered with the State of Texas. I supplied documents showing I am a registered business. I have sent 20 emails for them to verify to my registered address with United States Postal Services. The underwriting department at shift4shop keeps sending the same stupid response letter about they cannot verify my address. This is a bunch of crap. I need underwriting to get off it's behind and approve my address. I have supplied my Texas Business Registration, USPS and letter of Recommendation from ************** Underwriters on my business. This makes no sense. They finally verified my banking information with *** **** for ********************

  

  Business response

  02/17/2022

  Good afternoon,

  We thank you for this information. Please allow us an opportunity to review everything and we will reach out to you. In the meantime, please feel free to contact us directly at ******************.

  Thank you,

  Legal Support
  Powering the top brands in POS technology
  ****************** | efax ************
  *********************************************. | *********, ** *****
  *********************************************
  ****: ****

  

  Business response

  03/01/2022

  Hi *******,

  I thank you for the opportunity to discuss your account and resolve the address and reseller information which was required. It was a pleasurer speaking with you. 

  Please do not hesitate to contact us directly should you have any additional questions regarding this matter.

  Thank you,

  Amber S******
  Legal Support 
  ****************** | fax ************
  2202 ****************************. | *********, ** 18109
  ********************************
  **********************************************
  ****: ****

• Initial Complaint

  02/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  From April 2021-July 2021 we used Shift4 as our credit card processer as it was integrated with the POS system we were using, ***********. All 3 months we had a merchant account with Shift4, it was IMPOSSIBLE to balance our business checkbook, or even make sense of the batches and deposits. We contacted customer service at Shift4 multiple times for help in resolving the issue and/or at least make sense of the batches, deposits, and statements, to no avail. None of the customer service reps I spoke with could explain the difference in amount of the batches and deposits, nor could they balance my checkbook either. We canceled with *********** and therefore Shift4 in July 2021, and returned all equipment we had been provided to *********** and Shift4. Shift4 continues to send us collection notices and bills for services and equipment we are NOT using and have NOT used since July 2021. Terrible business practices and credit card processing. We do NOT owe them anything nor are we going to pay them anything. I want my account with them changed to a ZERO balance and I want the bills to cease, as we DO NOT OWE THEM ANYTHING! Shift4 says we signed a contract when we began using *********** POS and therefore Shift4, however, they BREACHED the contract when it was IMPOSSIBLE to make sense of their batches, deposits, and statements. Whatever contract there may have been is NULL and VOID!!!!

  

  Business response

  02/02/2022

  Good afternoon,

  We thank you for this information. We contacted one of the authorized signer/owner of this account on 1/26/22 and said no further action was required at that time and he is aware of how to reach us if he has any additional questions or concerns. I am not sure if he shared this information with you.

  Since we have not heard back from him and you have indicated a concern we will reach out to you in order to see what can be accomplished. In the meantime, please feel free to contact us directly at ###-###-#### x**** or legalsupporttickets@shift4.com.

  We look forward to speaking with you soon.

  Thank you,

  Legal Support
  Powering the top brands in POS technology
  ###-###-#### x**** | efax ###-###-####
  2202 N. Irving St. | Allentown, PA 18109
  legalsuppottickets@shift4.com
  ****: ****

  Customer response

  02/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is satisfactory, for now.
  
  Regards,
  
  *** ******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩