ComplaintsforShift4

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started processing with them for credit card sales with Shift 4 around 4 months ago we process approximate 1 million dollars after 2 weeks they froze all of our money and will not return it we even begged them to atleast release some money so we can pay are 40 employees they are holding all of our money and say maybe in October we will give u money back after they review the account .

  

  Business response

  07/13/2022

  Hi *******,

  I thank you for brining your concern to our attention. Unfortunately, we are unable to locate an account for you. Please feel free to contact me directly at ****************** if you would like to discuss further and/or provide your account number for additional research.

  Thank you, 

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

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Request for my deposit of $367.74 from a sale of $502.49 Shift 4 Payments say that my account is closed and I cant get my funds. I pulled a request ticket #******* they say account is closed. Never received phone call or email in regards to this and Im out $367.74. This business has violated basic business standards. I want my funds and explain why no notification.

  

  Business response

  06/16/2022

  Hi ****,

  I thank you for the opportunity to assist you. Given the sensitive nature of your account we do not feel comfortable with addressing online. This is for the safety and security of your information which should remain private. That being said, I will reach out to you so e can discuss.

  In the meantime, please feel free to contact me directly at ******************. I am looking forward to speaking with you soon.

  Thank you,

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

• Initial Complaint

  06/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called Shift4 a few months ago to inquire about closing my merchant account. The representative told me that I had to give 30 days notice and my contract close date was 7/5/22. I called on June 3rd to cancel my contract and now they are telling me that the prior rep gave me the wrong information. My POS terminal contract date goes by the ship date and not the activation date which would have been 7/5/22. I had to call by May 28th to cancel my contract. The contract already auto renewed and now they want to charge me over $2400.00. I have a signed contract that mentions nothing about a 30 day notice or being responsible for paying all these fees they are charging me. They are refusing to close my merchant account without signing paperwork making me responsible for all these fees.

  

  Business response

  06/16/2022

  Hi ******,

  Thank you for providing this information and the opportunity to assist you. Please be advised that cancelation of your agreement(s) was available to you when you executed your agreement. That being said, I will reach out to you to discuss early cancelation, return of equipment, and your past due balance.

  In the meantime, please feel free to contact me directly at ******************. I am looking forward to speaking with you soon.

   

  Thank you,

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

• Initial Complaint

  05/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  10/4/2021 my website host and credit card processor took $309.99 from my bank account for a "chargeback" that I never received the payment for in the first place, and despite their promises, they still haven't paid me back. Summary is:9/20/2021 there was an attempted fraudulent purchase on my website. I quickly saw the addresses didn't match and identified this as fraud, and I notified Shift4Shop customer service and complained that their website has horrible fraud detection which is contrary to their claims. The direction from that discussion was for me to reject the charge, and Shift4Shop never paid me for the attempted purchase.10/4/2021 Shift4Shop took $309.99 from my business bank account, which caused two overdraft charges of $36 each. I contacted them to complain and ask for my money back.10/14/2021 I was reimbursed $72 for the overdraft charges due to their mistake.11/9/2021 I received an email stating that the chargeback was reversed in my favor but they were holding my money for 180 days from 10/28/2021 so they'd pay me back on 4/26/2022. I complained with no result.5/3/2022 I still didn't have my money 1 week after their promise date. I emailed them with no response.5/23/2022 I emailed again and called. I was eventually transferred to their risk department and I was told my case was elevated by a supervisor, was sent for payment, and that I'd get a call back the next day to confirm everything was all set. I've had no response since then.5/28/2022 I emailed again. I still don't have the money that they never should have taken in the first place, and it's ridiculous that they have held onto it for so long. Their claims about fraud protection are a lie. Their customer service is horrible and constantly promises to fix the issue but they've done nothing.

  

  Business response

  06/03/2022

  Hi ****,

  I thank you for this information and the opportunity to assist you. I have reviewed your account and was able to see that the chargebacks has been reversed since found in your favor. The refund that was also mentioned has also been applied to your account.

  I am hopeful that this information helps and remain available should you have any questions.

  Thank you,

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

  Customer response

  06/22/2022

  [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 I agree that I have finally been refunded the money that they erroneously took from my bank account roughly 8 months ago.  It's absurd that it took them so long to correct their mistake, and I think they should be embarrassed by how badly their company is run, but not that I finally have my money then I have no objections to closing this complaint.  Thank you for your time and effort to help resolve this.  As a small business owner I tremendously appreciate your work.  Thanks again.

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

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They closed my store lied said was charge backs kept my money, then sent me a bill on top of it when the banks came down in my favor. And refuse to respond to anything.

  

  Business response

  05/26/2022

  Hi *****,

  I thank you for the opportunity to assist you. Given the sensitive nature of your particular situation, I will reach out to you directly. In the meantime, please feel free to contact me directly.

  Thank you,

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

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stopped using shift 4 payment as my credit card processing company June 2021. My account has continued to be debited. I have made numerous attempt to cancel. Each time I’m assured the account is canceled. First phone call I was told he was unable to process it but his boss would call me back within 24 hours. No phone called returned. Second phone call spoke to Faaana was told account was canceled and gave me confirmation number *******. The next month my bank account was again debited. Third phone call spoke to Sarah that kept me on the line for 15 minutes and then put me on hold and never returned to line. Fourth phone call spoke to Mrs m**** who told me she was the boss and the nick stopped with her. After feeling my account would be canceled and my account would be credited for all of the unauthorized withdrawals she told me I would receive instructions thru email within 48 hours on how to finish up the cancellation. No email was received. I have tried multiple time to cancel this account that I am not using for almost a year. $41.50 has been withdrawn from my account every month since I canceled. I am look to get my account closed and refunded the $456.50 ($41.50x11) the amount the was withdrawn without authorization. Merchant number :********** Sincerely ************************* ******* on *** ************ **********************

  

  Business response

  05/26/2022

  Hi ***,

  Thank you for the opportunity to assist you. I have had an opportunity to review everything and I would like to speak with you. I left you a voicemail and will try to reach you again. 

  Please feel free to reach out to me directly. 

  Thank you,

  Amber S*****
  Legal Support 
  ****************** | fax ************
  22022202 N. Irving St. | Allentown, PA 18109
  legalsupporttickets@shift4.com
  ****:**** 

  Customer response

  06/13/2022

  [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 have made numerous attempts to cancel this account and have been given the run around by their employees. They have had more than a few chances to make this right and I am tired of wasting my time on this matter. The only reason why I’m getting anywhere with them is the simple fact I had to file a formal complaint against them. I only hope others don’t have the same experience with this company. But, my guess is this is how they treat all their former customers
  
  Regards,
  
  *************************
  

  

  Business response

  07/06/2022

  Hi ***,

  Please be advised that this account was closed as per our discussion on 5/31/22. Please feel free to contact me directly should you have any additional questions regarding this matter. 

  Thank you,

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

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Name is *********************** I am the owner of ********************* Merchant ID ********** . Over the last few months we have been experiencing issues with our batch funding. Most recently it's been happening a lot more frequently. Every time I call I get the same answer your batch did not process for some reason it is delayed. I called today and talked to an agent by the name of Violet . I asked how many times is this going to happen before it gets fixed ? and If they know why this issue is happening? She stated she does not know and they will continue to figure out why. I asked for a Manager because I was not able to get a straight answer. I was on hold for 15 min and she said no manager is available. I did receive a call back from a supervisor by the name of Loni but I missed the call. I called Customer service back waited 30 Minutes on hold finally got a manager by the name of Brain. I was told the same thing they don't know why this continues to happen but it happens every now and then. I explained that this is the first merchant processing that I have had this issue with. On top of that its happening over and over again at least 4-5 times in the last few months. All I got was our tech team will look into it. The reason for this letter is to have a Formal Written complaint regarding this issue. This issue has affected my payroll for my company forcing me to put my personal funds in the account to cover payroll. I would like confirmation that this issue is being escalated to ensure my company does not have any more delays on our funding.

  

  Business response

  05/24/2022

  Hi *****,

  Thank you for this information and the opportunity to assist you. I am very sorry to hear of the experience that you had. I have reviewed everything and was able to determine that you did experience an unexpected funding delay but did receive the funds. I understand how concerning that may be and would like you to know that you can reach out to me directly should you have any additional questions regarding this matter. I have also verified that you have 24-hr funding time setup and there should not be any additional concerns with your funding. 

  I will be calling you shortly just to have a quick conversation with you. I am looking forward to speaking with you soon. 

  Thank you,

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

• Initial Complaint

  04/25/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My business signed with Shift4Payments (calling themselves Harbortouch) to handle our credit card processing. The reason we went with them, besides the fact that they were reasonably priced, is their representative stated that there were no early termination fees if we decided to cancel.Due to limitations in their service and inability to integrate with our Point-of-Sale system, we made the decision to switch to a new provider, at which point we were told by Shift4Payments that we were locked into a second one year contract (the first year had already expired) and would have to pay a hefty minimum for the duration of our contract.When I relayed what their representative had stated, they admitted they have a problem with representatives putting forth false claims and were unwilling to do anything to rectify the situation, taking no responsibility for their authorized representatives.Furthermore, the representative who, for months, we were unable to get a hold of, called us to see how things were going. When I informed him of what transpired, he "clarified" that no early termination fees meant no fees in addition to the remaining months on the contract. But, if we have to pay the remaining months anyway, and there's a high minimum they charge regardless of use, then the idea of "no early termination fee" is meaningless and. basically, a scam.He also said he would resolve the issue for us but has thusfar done nothing for over a month despite multiple "check-ins".

  

  Business response

  05/04/2022

  Hi ******,

  I thank you for the opportunity to assist you with your concern. I have reviewed your account and your executed agreement which does state that there would be no early termination fee. In an effort to help resolve this matter, I have closed your account accordingly. We value merchant feedback and this concern will also be addressed by the appropriate management team. 

   

  Please do not hesitate to contact me directly should you have any questions or if I can be of further service. 

   

  Thank you, 

  *******************
  Legal Support 
  ****************** * *** ************ **** ***************************** *********** ** ***** ********************************************** *********

  Customer response

  05/16/2022

  [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. 
  

  To add:  ***** at Shift4Payments reached out and let me know that I was correct in my interpretation and that Shift4 has closed my account and there would be no additional charges.  We had a productive conversation wherein I was able to relay the chain of events and dialogue that led to me contacting the Better Business Bureau for assistance and I came away confident that Shift4 will address the factors that created this situation.

  A sincere thanks to the BBB and ***** at Shift4.

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

  
  

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my services with Shift4 Harbortouch on 3/21/22. Account accounts ********** and account **********. I was told that someone would contact me. No one contacted me. I had to continue to call them and wait on hold for over an hour each time. When I finally spoke to someone, the agent said that He would email me shipping labels to ship my equipment back. I did receive an email that was a contract that said that I agree to Shift4 continuing to debit my account until August. I never signed the contract. I continued to email you to send me the labels to ship the equipment back. I have yet to receive any labels. They say they are going to charge me for the equipment and they are going to charge me every month until August on one account and until December on the other account. Unfortunately, my restaurant is out of business due to the relentlessness COVID. I am visiting local food banks to feed my family and don't know how I am going to keep a roof over my kids head. I do not have money to pay for services I cancelled. It is obvious that Shift4 Harbortouch is using deceptive and unconscionable business practices to get money from consumers. Why won't they send the labels? Because they want to charge me for the equipment. Why do you need to charge me for services that I no longer need? There are hundreds of complaints online about this company I am surprised they are able to continue to do this. The idea of taking advantage of consumers like this is such a scheme. Not to mention the agent that tried to use a play on words("no there is no charge for cancelling") to get me to sign the document authorizing Shift4 harbortouch to continue debiting my account. This staff is trained to rip customers off. Closing my doors was hard enough. I cancelled with every company I did business with and did not have any problem. Not one company had deceptive practices like this.

  

  Business response

  04/21/2022

  Hi *****,

  Thank you for this information and the opportunity to help address your concern. I am reviewing everything and will reach out to to see what can be accomplished. In the meantime, please feel free to reach out to me directly via ****************** or legalsupporttickets@shift4.com. 
  

  Thank you,

  Callie L*********
  Legal Support
  ****************** | eFax ************
  *********************************************. | Allentown, PA *****
  *********@shift4.com
  legalsupporttickets@shift4.com
  ****:FOUR

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I work for a company that has used ****** ("Shift4") since around 2015. We haven't had an active store with them in sometime, but we continued to pay for their services to keep our customer info & use the domain name we purchased from them, just forwarding our domain to our current website so customers can still find us. Well, time has come to move on so my boss & I wanted to transfer our domain name to my ******* account where I can have more control over it. On 3/31/22 I placed the $15 order to initiate this transfer, including all necessary info. As a webmaster myself, I didn't expect this to magically happen right away, but I certainly didn't imagine the ensuing nightmare I'm STILL experiencing trying to get this finished. I have been in contact by phone, live chat, support ticket, email - you name it! Several times since this whole thing started, beginning with the day after I placed the order. They said to expect it to be transferred in 2-3 business days. After 3 business days went by with no transfer, I have had to be in contact nearly everyday since - sometimes multiple times - no results for several days. The domain transfer was finally initiated Friday 4/8/22, I received the link from ******* as expected, but it requires extra steps from Shift4 to complete. When you transfer a domain, you need to change the "registrant" info. I tried to change it to our company's co-owner, but to prevent domain theft, ******* requires the old registrant (Shift4) to approve my changes before I can finish the transfer. They simply have to take 5 minutes to click the link in the email used to approve my changes - but after all this time I wouldn't be surprised if they have to redo the transfer itself. I contacted live chat again 4/8, no help. Submitted another support ticket, reopened the original one, called twice... No help. I simply want this transfer I paid for 2 weeks ago to be completed so we can move on.

  

  Business response

  04/21/2022

  Hi ********,

  Thank you for this information and the opportunity to help address your concern. I am reviewing everything and will reach out to to see what can be accomplished. In the meantime, please feel free to reach out to me directly via ****************** or legalsupporttickets@shift4.com. 

  Thank you,

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

*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. ↩