ComplaintsforFirst Data

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, To who it concerns, a sales rep dropped off two clover terminals back in July 2020 claiming to be from First Data Corporation, now Fiserv(?), leaving them there saying he would come back to set everything up. He never did return to the property and the terminals have never been set up. No contract was signed, and no information was exchanged. Yet somehow, our business has been charged roughly $150 per month up until now for services that have never been used, let alone agreed to. There is no contract, no signatures and no legal way that you should be collecting money from us. We would like to see this non-contract terminated effective immediately and that no further funds are collected.I have tried to contact you through the many numbers listed both on the Fiserv Canada website and First Data Canada websites only to be redirected, disconnected, or forwarded to a machine that asks me for information I don't have because we never signed anything. Your sales 'staff' have been exponentionally rude and unhelpful. I wish to hear from someone who can give me a return address to send your equipment to as it is still sitting sealed in its boxes. I wish to hear from someone who can help me figure out how all this has gone on without anything legally binding being signed.

  Business response

  02/18/2022

  ****************,

  Thank you for reaching out regarding the stated concerns. On 2/8/21 we had a client support agent, ********, reach out to you to discuss the account. At that time he provided you a copy of the signed agreement, reviewed with you and assisted with any questions. Attached is a copy of the agreement which shows the equipment listed and states the lease is non cancellable with a term of 48 months. Additionally, we have attached, the merchant lease Welcome Letter that was sent to you advising of the terms and the number to call if there are any questions. Please note, no calls were received regarding the Welcome Letter nor in the past 18 months to dispute or question the charges. The lease is valid and the obligation remains. If you would like to discuss buy out options please contact our toll free customer service line at **************.

  Thank You,

  Fiserv

  Customer response

  02/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have since been in contact several times qith which, yes, he has provided me with a lease agreement through email. I do NOT, however, have access to it as it was sent via a zip file with a password that had not been cooperating. He has since told me he would look into things on his end and at this time I have no access to all the information I require on my end. Until I have access to these files, this matter will be considered unresolved.

  Another matter of concern is the teleprompt system, that when I've entered the correct information, it comes back to me as being incorrect in YOUR system despite the business having been established and changing none of it's information over the course of 7 years. I cannot confirm anything in this matter either, until i have access to the actual agreement that I may read over it. 

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

  Business response

  02/25/2022

  The below complaint needs to have a copy of their contract uploaded however it is not allowing me to attach. Can you try to attach to our case?

   

  Customer response

  02/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  While I thank you for sending me a copy of the contract that we can finally confirm some details., we are still reading in full to determin our course of action. Despite this, I still have not been provided a proper address to return this equipment to, and that is all I need at this time. 

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

  Business response

  03/02/2022

  As the lease is valid, returning equipment does not dissolve you of the lease obligation. Equipment is yours to use for the term of the agreement. We would recommend having the equipment available in case the need would arise for use. 

  Customer response

  03/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  With regards to that, and despite that I have tried to be in contact with *************************** from Customer Loyalty, why did we then recieve an email stating that our account had been closed? I didn't okay that verbal or written, and we are now confused as to the status of the account in trying to resolve this matter. Please advise us. 
  
  Regards,
  
  ***************************

  Business response

  03/08/2022

  ****************,

  We apologize for any misunderstanding. The merchant account was closed after your conversation with the agent as the understanding was you would like to cancel the account. We are reopening the account which will allow you to use the equipment and accept credit cards as payment.

  We would like to get your account up and running in order for you to start processing with us and accepting cards at your business. Please let us know what we can do to move forward.  

   

   

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My card was stolen back in March 2021 sent in a police report and dispute paper work that they asked for to Money Network. They said that it could take up to 120 days to resolve the issue. They sent me a notice saying that the claim was denied and the case was closed. They reopened it they sent me more paper work to send back with the listed disputes on it. I sent it back with another attached police report. They gave me another run around for another 120 days plus sent me a letter saying that there was conflicting information and that my case was denied again. It shouldn't have been denied because the officer noted in the police report that all the purchases that was made on the individual that stole the card and the individual got arrested. In my opinion none of these disputes should have been denied. They have proof in with 2 police reports that the card was stolen and used. Money Network is difficult to contact any one that has supervisor authority. I was issued the Money Network pay card through Jewel when I was employed there. This claim should have not been denied when I have all the evidence that the card was stolen and used. It doesn't seem like Money Network is a legit company.

  Business response

  02/10/2022

  Thank you for contacting us regarding regarding the stated concerns.

  We believe this issue has been resolved as a permanent credit was issued to the card to refund the disputed transactions on December 7, 2021 in the amount of $672.85.

   

  If there are additional amounts in dispute, please provide date and amount of the transaction(s).

  Do not hesitate to contact us should you have any further issues or complaints. 

• Initial Complaint

  01/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was approached by an agent of First Data Merchant Services who convinced me that she could offer me a better-cheaper package concerning my debit and credit terminal. I signed a contract the 10-26-21-please see attachment- for $51.74 including taxes and a one-time $18$dollar payment. The month of November 2021 went fine, the Month of December the fees reached 300$, and the month of January $168 dollars with zero transactions. There were withdrawals from my account that made no sense and when I called the company, different agents gave me different versions without a solution to my problem. On the 4th of January 2022, I called my bank and blocked all transactions of First Data and then their agent who signed me up started menacing me that she will destroy my credit eventually I have been receiving letters with amounts that make no sense. All I want is First Data to respect the contract I signed, and credit back all amounts that are not mentioned in my contract. I want them to send me a return package for their terminal and never hear of them again, thank you, *************************

  Business response

  02/10/2022

  Thank you for contacting us regarding the stated concerns.

  We reached out directly to speak with Mr. *******, the lease  has been cancelled and call tags have been issued for the return of the equipment. Additionally, fees were reviewed and explained. 

   

  While we believe this resolves the issue please do not hesitate to contact us should you have any further questions or concerns.

   

  Thank You, 

  Fiserv

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 19th 2021 I logged in to my money network account and noticed that the $1370 dollars I had in that account were spent in over 70 ****** play transactions all made on July 21st 2021. I was never notified of this fraudulent activity and nor do I use or have ****** play account. I immediately contacted money network and was given case number CMS202108200244091550 and told Id have a resolution in 45 days. After 45 days I called again I was told to wait 90 days. I called once again and was told that it showed as reviewed but no response was given to the case. Then I was told that it was not yet reviewed once again. Every time I call I am given a different story. It is now January 27 2023 and money network has failed to refund me for unauthorized transactions. I do not know if I should proceed legally as this is my hard earned money. I hope BBB can help bring a resolution and a refund of my money.

  Business response

  02/08/2022

  **************,

  Thank you for your patience, we apologize for the delay in resolving.

  The funds have been returned to the card and are now available to you.

   

  Please do not hesitate to contact us should you have any further issues or concerns.

   

  Thank You,

  Fiserv

• Initial Complaint

  01/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The surcharge that has occurred more than once on my pay card at staff zone ******** **. I have a picture receipt of one of the transactions that occured recently

  Business response

  02/01/2022

  Mr.  Carlton,

  Thank you for reaching out regarding your Money Network card. 

  In review of your account, we show this debit card account has never had any fees assessed since it was activated.  There is no fee showing on the Allpoint ATM receipt or after the transaction. 
  We have no charge for staff zone ******** ** on the account.  The debit is from the Allpoint ATM at the *** store.
  
  
  The transaction that matches the receipt is:
  01/22/2022 12:47:37 PM 01/22/2022 ********* #0-V 119 ******* ************************* -$20.00 $16.17 15780541200
  
  

  Please clarify what fee you are referencing and any documents of the fee charged. 

   

  Thank You, 

  Fiserv

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Transaction Date Feb 9, 21 Approached by Mondo payments to sign up with First Data for lower rates for credit card processing. We signed up as the rates were lower than our current provider. It was not disclosed that we would also be signing on to a 48 month lease agreement for a terminal to process the credit cards. I indicated to the rep we process virtually as our customers do not come in physically in to our business. He told me the terminal was included in our agreement. We did sign a contract online with the rep indicating where to sign. At no point as we were going through the contract did he point out the 48 month lease agreement for $70 monthly. I would have chosen not to sign up as this would have made our monthly expense with first data more expensive than our previous provider. A few weeks later it was noted that numerous debits to our banking account were taking place. I called to find out what the charges were for. This is when we were told about the leasing charge for the terminal. I immediately sent the unused terminal back and have been spending months attempting to get us out of the lease agreement. Numerous phone calls and countless hours talking to first data with no reasonable resolution reached. I did contact our lawyer and he indicated it would be more advantageous to see if we can arrange for settlement resolution. I called today taking accountability for signing the contract without reading it thoroughly and am hoping they would take accountability for their sales rep not being fully transparent and ethical in his interactions with us. There are currently 37 months remaining on the lease. We have continued to pay $70 monthly for a terminal we did not use and sent back. They have acknowledge receipt of the terminal. The amount remaining to be paid is $2717.65. The settlement amount they came back with was $1944.83 as one lump payment.

  Business response

  02/17/2022

  ******************,

  Thank you for your patience while we reviewed your lease. 

  We are processing a buyback on the lease which will close the lease and stop all payments. This will be completed by March 4th, 2022.

   

  Please do not hesitate to reach out to us should you have any further concerns or issues. 

   

  Thank You,

  Fiserv

   

   

   

  Customer response

  02/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have called numerous times to talk with Mondo explaining we were not told about the lease. The contract to which my understanding was for the rates being charged by the banks for credit card processing was done through an online program with the agent who went quickly through the contract saying signature is required here but not explaining what was being signed for. I have been trying to get this situation rectified for almost a year now while having monthly fees come out of our account for this lease agreement. The equipment was returning brand new in the box (never been used) the moment it came to my attention it was a lease. 8 weeks after signing on. On two separate occasions I have called Mondo to discuss what our situation is and requested they investigate how new clients are being brought on without full disclosure regarding the leasing of equipment and a 4 year lease agreement. They have accepted absolutely no responsibility for the unethical behavior of the sales person form the third party company they have hired to source out new clients for them. This is unacceptable and immoral. I would have NEVER knowingly signed a 4 YEAR LEASE AGREEMENT. I specifically told the rep we would not be using a terminal as our customers are all online so we would only be using a virtual terminal. The rep told me the terminal was included in our agreement. The resolution I want is for the lease to be ended and no further payments necessary since the brand new equipment was returned and received, we have paid for almost a year  and we were falsely lead into an agreement. I want them to step up and take accountability for their role in this. 

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

  Business response

  02/21/2022

  Per our previous response the lease has been cancelled and no further payments will be deducted. Please let us know what further assistance is needed. 

  Customer response

  02/22/2022

  [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 find that this resolution is satisfactory to me. I would like written confirmation on business letter head indicating the lease contract cancelled and no further payments will be withdrawn so I have proof of action. The response can be sent via email to ***************************

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

  
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Theyre holding money that I refunded and refusing to give it back after 4 weeks and now I have to have my friend dispute the transactions if I ever want to see my money back. Irresponsible, inconsiderate and a lack of any knowledgeable customer service or risk management. The company lies and doesnt know how to keep up with their lies, has no basis or knowledge of what they are talking about or procedures. A risk department whos voicemail is full this place is a mess.

  Business response

  01/26/2022

  Thank you for contacting us with the stated concerns. 

  Risk attempted to contact the merchant via email and by phone, however was unsuccessful. When contacted by phone the person who answered advised we had the wrong number (1/6/22).
  
  The merchant was issuing large sales and refunds to a single card. There are additional transactions the merchant processed totaling $11,000, which is at risk of dispute.

  At this time funds will not be released. We will review for release in 90 days. 

   

  Thank You,

  Fiserv

  Customer response

  01/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  I responded to your email. Gave my number several times wrote 9 follow up emails. No one ever called me ************* nor ************* those transactions were refunded therefore belong to me they arent at risk of dispute. Your system is a mess. No one told me there was a limit to how many transactions I can run a day. That is something you should mention when someone opens their account such as cash app does. You stole ***** from a small business I hope youre proud of yourself.

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

  Business response

  01/31/2022

  ************,

  Per your signed agreement we are able to hold funds for review and due to risk involved. 

  The account will be reviewed in 90 days for release of funds to you. 

   

  Thank You,

  Fiserv

• Initial Complaint

  01/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am getting an invoice from this company saying I owe lease equipment. When called to their terrible line reception to get more information, such as contract and lease number, they don't have it. The Total due is adding up. They don't have exact amount owe for the equipment which I don't have. I haven't been with their company for 6 years. Need a help resolution from bbb to resolve this.

  Customer response

  01/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  We do not have services with First Data since 2019. We send contract and leasing information. Thank you. 

   

  Regards,
  
  Antonio Le

  Business response

  01/28/2022

  The merchant account was not with Fiserv, closing the merchant account does not close or make changes to the lease. The merchant account is through a third party provider, the lease was set up with First Data Global Leasing. The lease is a separate contract from your merchant agreement. Per the contract the lease continues month to month after the initial term has expires until we are notified otherwise.

  The equipment was not returned nor were we notified of a request to cancel the account. 

   

  Please let us know if you have any further questions or concerns. 

  Customer response

  02/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please provide contract details. As noted, we dont have the equipment contract nor the item listed.  Please provide contract or item details (model number, brand, serial number, etc.) 

  I have call the number listed on the invoice numerous time, but the connect is really bad. I have try from different location and phone. (BBB can also try to call to verify my verify issues for communication with customer service). 

  I just want to closed the account and finalized everything (if I have contract), but customer service center made it very difficult communicate to get more information and not just an invoice. ANYONE CAN CREATE INVOICE. I need to review my contract that I (if any) signed.

  Regards,
  

  
  Antonio Le

  Business response

  02/03/2022

  Mr. Le,

  Please see copy of the lease agreement. 

  We have closed the lease and the collections balance has been waived. There are not further fees due at this time.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a credit card processing account with clover so they closed my account suddenly without warning and at the moment I had a balance of money paid to me by customers thru credit cards when they closed my account they 1st told me I would have to wait 90 days to receive those funds after 90 days they then told me it was 180 days not 90 so after the 180 days passed I contacted them once more only after several calls did they finally say they would b sending a check within 3 weeks . 3 weeks later I receive my check go to the bank to cash it and the bank tells me the check number isn't in there system so they can't cash it to call the company I call them they say they are going to put an order to fix it and will call me bk with an update a week goes by nothing I start calling again they tell me same thing as 1st time and still haven't fixed or called me bk I've now called 5 times and they tell me the same excuse I ask to speak to somebody who can fix this issue they say nobody is there that they can place a ticket and some1 will call me within 24 to 48 hrs it's now been 3 days since I got check that I am unable to cash it this money is money I need for my business and I have no access to it

  Business response

  01/24/2022

  Mr. *******,

  Thank you for contacting us with the stated concerns. 

  We would be happy to review the account however we need to locate the account in question. Please provide the merchant number, business name and address for the merchant account. Once received we will research the closure and funding hold for resolution.

   

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a franchise business in **************, **** There are 3 other stores in our area. First Data entered one of the other stores banking information instead of ours so all of the credit card funds from our online app have been deposited into the other stores account. First Data acknowledged that they were the ones who made the mistake. They said that they would correct the situation and refund us our money in the amount of $30,833.67. That was on Dec.7. We have made numerous attempts to contact First Data. We have a ticket number-********. We have been placed on hold for almost 100 hours now with promises of return calls and emails that have never occurred. We would also like to be compensated for the lost time that we have trying to rectify this situation. We are a small business and as you can imagine, this amount of money is critical for us to continue to operate in these challenging times. Thank you in advance for your help.

  Business response

  01/19/2022

  Thank you for contacting us with the stated concerns. We apologize for the frustration caused and thank you for your patience while we worked to resolve. 

  Funds were transferred the the merchant bank account on 1/4/22. We were able to confirmed with the merchant on 1/17/22 that they had received the funds.

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

*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. ↩