ComplaintsforPayProTec

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was called by the company saying they were going over my current credit card rates. They told me they were the parent company of my current provider. They said they could get me better rates. I asked again if they were my current cc provider and they repeated they were the over writers for my current contract. So we went through the steps to get my rate adjusted by an " account specialist," Come to find out they have nothing to do with my current cc company I've used for over 20 years. They had me full out all kinds of paperwork under the guise of being my current provider. Thankfully I record my calls. I'm going to contact them today to try and get this "contract" canceled. Unbelievable scam practices.

  

  Business response

  04/25/2024

  We extend our sincere apologies for the inconvenience you have encountered. Your experience with us is truly important, and any misunderstandings that *** have arisen are deeply regrettable.  It's important to underline that the scenario you've outlined is not in alignment with the standard procedures upheld by PayProTec. As a company, we maintain a commitment to transparent communication,and we acknowledge that there might have been a lapse in conveying certain specifics. Our intention is to always provide clear and open information, and we take responsibility for any gaps in our communication.
  We want you to know that our distribution is facilitated through a network of independent agents.
  
  PayProTec is a merchant service provider and we have many independent sales office who contacted you and provided you with our merchant service application.  
  
  We would like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed. If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.  
  
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have switched my services and have attempted to close my merchant account with ************************ have been met with ridiculous quotes of outrageous "cancellation fees" ranging from several thousand dollars, to $795. Even after reviewing the signed agreement I have with PayProtec, not only does the section concerning the terms of cancellation not explicitly state what my termination fee should be, but I was not required to acknowledge/initial that section of the agreement. This feels very clearly like an attempt to ***** my business and unacceptable amount of money just for the sake of being greedy.

  

  Business response

  03/01/2024

  We extend our sincere apologies for the inconvenience you have encountered. Your experience with us is truly important, and any misunderstandings that *** have arisen are deeply regrettable.  It's important to underline that the scenario you've outlined is not in alignment with the standard procedures upheld by PayProTec. As a company, we maintain a commitment to transparent communication,and we acknowledge that there might have been a lapse in conveying certain specifics. Our intention is to always provide clear and open information, and we take responsibility for any gaps in our communication.
  We want you to know that our distribution is facilitated through a network of independent agents.
  
  PayProTec is a merchant service provider and ********* is the independent sales office who contacted you and provided you with our merchant service application.  
  
  Would you like for us to cancel and close your merchant processing account?Would you like to speak to the independent sales office *********, concerning the equipment you received? The sales office provides the equipment, we are not involved in the contract for the purchase of the equipment. We would like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed. If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.

  Customer response

  03/04/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please cancel and provide the information for me to send the equipment back.

  Thank you so much for your help

  *********************;

  Customer response

  04/03/2024

  Hello, I am reaching out regarding case number 21309331
  
  I was looking to close my account and I thought I did but I still got billed for this month. I still havent the equipment and have no idea where to send it back and if Im actually out of the contract. 
  
  Thank you 
  

  
  

  

  Business response

  04/12/2024

  The merchant account has been closed has of March 8th with the *** being waived.  We are sorry you have not received shipping information and will 

  provide that information via email.  The billing you received was for ******************************** the beginning of March. 

  There will not be any further ******** for this merchant account.   Please let ** know if you need any future assistance. 

  PayProTec 

  Customer response

  04/12/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  please send shipping information, I have been getting charged for the equipment that was assigned to me when I signed with you all. 

  
  

  Thank you.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/26/23 I received a phone call from PayProtec claiming that they worked with my current merchant service provider (Talus) and were involved in negotiating rates.I was unaware that the phone call was really a sales call aimed at current merchant provider and was coerced into using them for my merchant provider. Nothing Payprotec relayed to me was verifiable by my current merchant services provider. this is horrible and unethical business practices by PayProtec, Not sure how they are legally allowed to operate.

  

  Business response

  12/12/2023

  We have received your complaint and we want to first apologize for the miscommunication you've experienced.  
  
  PayProTec is a merchant service provider. We have many independent sales offices who sell our merchant services.  
  
  Chellecom is the independent sales office who contacted you and provided you with our merchant service application.  
  
  We here at PayProTec are not part of the selling process.  We only provide the service after the sale is completed.  
  
  We would, however, like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed. If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.  
  
  Would you like for us to cancel and close your merchant processing account? Would you like to speak to the independent sales office Chellecom, concerning the equipment you received? The sales office provides the equipment, we are not involved in the contract for the purchase of the equipment.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/8/23 I received a phone call from PayProtec claiming that they worked with my current merchant service provider and were involved in negotiating rates. The phone call was really a sales call aimed with poaching me from my current merchant service provider & trying to obtain my sensitive business information. Nothing Payprotec relayed to me was verifiable by my current merchant services provider. To top it all off I was told Payprotec's spiel was full of legal red flags, when confronted they would not back down and stuck with their original story. They tried to get me to pay for new credit card terminals and everything. My current merchant service provider was shocked. Bad and unethical business practices by PayProtec, not sure how they are legally allowed to operate.

  

  Business response

  11/16/2023

  We have received your complaint and we want to first apologize for the miscommunication you've experienced.  
  
  PayProTec is a merchant service provider. We have many independent sales offices who sell our merchant services.  
  ********* is the independent sales office who contacted you and provided you with our merchant service application.  
  We here at PayProTec are not part of the selling process.  We only provide the service after the sale is completed.  
  
  We would, however, like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed.

  If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.  
  Would you like for us to cancel and close your merchant processing account? Would you like to speak to the independent sales office *********, concerning the equipment you received?

  The sales office provides the equipment, we are not involved in the contract for the purchase of the equipment. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are experiencing many of the same complaints outlined here. We were contacted a few months ago by a representative of PayProTec. Upon review of our account, they stated that our equipment was outdated and that we were paying too high of processing fees. We were promised huge savings by upgrading our equipment and getting us on the correct pricing model. Since switching we have not realized those savings and in fact have been paying more than we were previously. We were under the impression this call was from our current provider and did not know this was another company soliciting their services. We were happy with our original provider and would not have intentionally discontinued services with them. The new equipment was to be shipped overnight. We had to reach out a week later to find out why the equipment hadn't yet arrived. It had not yet been shipped and when it did finally arrive, the second terminal was not set-up for processing. Two months and numerous phone calls later, we finally found someone to complete the set-up. Anytime we attempt to contact PayProTec, no one returns your call or email. Another big issue, PayProTec began holding our deposits because we processed a transaction over a $2,500 limit they had placed on our account. From that point on, all deposits were held, even those below that $2,500 limit. It took over a month to get the funds released, which amounted to over $80,000. This had a significant impact on our business operations. Due to the misleading and deceitful nature of this company, we wish to sever all ties with this company and their affiliates. We are seeking closure of both our merchant and leasing agreements without termination fees. I believe our merchant processing agreement was cancelled successfully, but I have yet to receive a shipping label to return our equipment without charge. I had ten calls back and forth between PayProTec and Azura Leasing and got the run around as far as who had to initiate the cancellation.

  

  Business response

  11/15/2023

  Tell us why here...We have received your complaint and we want to first apologize for the miscommunication you've experienced.  
  
  PayProTec is a merchant service provider. We have many independent sales offices who sell our merchant services.  
  
  Chellecom is the independent sales office who contacted you and provided you with our merchant service application.  
  
  We here at PayProTec are not part of the selling process.  We only provide the service after the sale is completed.  
  
  We would, however, like to help you resolve your complaint in any way we can. If you could please respond letting us know how you would like us to proceed. If you prefer to reach out to us directly, you can email us at ************************************** or call our office to work with one of our customer service representatives.  
  
  Would you like for us to cancel and close your merchant processing account? Would you like to speak to the independent sales office Chellecom, concerning the equipment you received? The sales office provides the equipment, we are not involved in the contract for the purchase of the equipment. 
  
  
  

  Customer response

  11/22/2023

   I am rejecting this response because: we have yet to be released from all contracts with PayProTec, ChelleComm and their associates. We would like ChelleComm to respond immediately and close out our equipment contract as previously requested. Our written request was sent over two weeks ago, without any response from ChelleComm.
  
  
  

  

  Business response

  12/06/2023

  PayProTec has closed everything on our end concerning the processing of credit cards.  The merchant no longer has an account with ********************** and has been refunded. 

  We have no connection with the leasing company and have no authority to cancel the lease contract.

  Customer response

  12/07/2023

  I am rejecting this response because our credit card terminal lease has still not been terminated as requested on 11/08/2023. We have been in contact with multiple people from both PayProTec and Azura Leasing and no one seems to have the authority to terminate the agreement. Between both companies, each rep keeps pointing the finger at the other company as far as who to contact for the termination request. We want the credit card terminal lease terminated immediately as it has been over a month now trying to get this resolved.
  
  
  

• Initial Complaint

  10/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was called by someone who said they represented a current processing company that we used and they could save us money with a new agreement. In addtion, they said our credit card terminal was out of complianece. After siging with them it was realized they were with PayProtech and not the other processing company. I was harrassed with phone calls on my cell phone and work phone regarding my boss having to sign papers. He wasn't available and they wouldn't leave me alone. When he finally signed the agreement they withheld money for the 1st month processing. We had only had the machine 2 days. I stopped payment to them and they have since been holding all of our transactions since 10/1/23. I was misled, lied to, and treated poorly. All I want is to be done with PayProtech. I want out of their contract with no early termination fee and out of the (4) year ***** equipment contract. ***** said the PayProtech can do this since they use it as a package deal. This is a lousy company to deal with.

  

  Business response

  10/24/2023

  We sincerely apologize that this was your experience. At PayProTec, we have outside sales offices that represent our company and sell our products and services. We apologize that one of our sales offices misled you during this interaction. We take these situations very seriously and will be addressing this head on with the office responsible. In the meantime, we are happy to issue any credits owed to you and are happy to cancel the agreement with no penalty. Thank you for taking the time to bring this to our attention. Please get back to us with anything you need that is still outstanding so we can address it immediately. 

  Our sincerest apologies,

  PayProTec

  Customer response

  10/24/2023

   I am rejecting this response because:
    I believe we have resolved the issue and if I close the account with *********************** I am still stuck with the leasing of the equipment from *****. 

   

  
  

  

  Business response

  11/01/2023

  Our apologies again. We're very sorry for the confusion and misunderstanding and for closing down the merchant account. We understand you have been working with one of our support representatives on the situation. Our representative has our full confidence and we hope she is handling everything to your satisfaction. Regarding the lease, we unfortunately have no connection with the company ***** and therefore have no visibility or authority to help with the contractual terms. We would be happy to assist in voicing and backing up your concerns about the company but that would be the extent of our power to assist.

  If there is anything else we can do, please let our representative know and we will make sure to do everything we can to provide the experience and resolution you deserve.

  Thank you,

  PayProTec

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In the final moments of signing on with Payprotec, they brought up fees that hadn't been mentioned prior. At that point I said that I did not want to go through with a contract and that I would not be doing business with them because they had been deceitful. I have asked for a call tag for the equipment that was sent so that I could return it and never received it. I have not used their services and have been charged around $120.00 per month since telling them that I didn't want their service. I have been told that I have to pay $700-$800 for an early termination fee in order to be released from a contract that I clearly disagreed with. I have never even used them to process any sales. I went to the bank and had the payments returned and now they have sent it to a collection agency. This business is at the very least unethical. From the reviews that I have seen, they are doing this kind of thing to many people. I want the account in the name of my business ******************** to be closed without a termination fee because I never used their services. We are a small business that is barely surviving and I can't believe that a company would prey on people this way.

  

  Business response

  09/05/2023

  Hello *******,

  We deeply regret the inconvenience you've faced, and we sincerely apologize for any misunderstandings during your experience with us.
  
  We want to emphasize that the situation you've described does not reflect the standard practices upheld by PayProTec. While we have clear guidelines for transparent communication, we understand that there may have been a gap in conveying certain details. Our aim is to provide transparent information, and we apologize for any shortcomings in communication.
  
  Rest assured, reviews and complaints like yours play a crucial role in guiding our training efforts and shaping the direction in which we aim to steer PayProTec's sales operations.
  
  If you have any further details or if there's anything else you'd like to share, please feel free to reach out to us at *************************************** Thank you for bringing this to our attention, and we apologize again for any inconvenience caused.

  To meet your needs regarding resolution, we will clear all balances and remove the account from collections immediately. Your merchant account will be closed with no early termination fee. A return label will be emailed to you. We are also addressing this with the sales office that set up your account as this experience is not a representation of PayProTec.

  Sincerely,
  The PayProTec Team

  Customer response

  09/05/2023

   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, as long as I don't receive further harassment from collections.  I have spoken with representatives of Payprotec even after I submitted my complaint and they harassed me last week.  I'm hoping this is resolved completely at this point, but they did threaten me by saying that collections would continue to contact me. This was last Thursday 8/31/23.  Also, I received an email with a return address for the equipment that I sent out on Friday.  They did not send a call tag.  

  
  

  Thank you for your help.  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are experiencing the same exact issues as other complaints here with Payprotec. We called two and a half weeks ago to request a copy of our contract, as we have never received one for our records. I was told that the representative was not able to pull up our contract. I asked to speak with a Supervisor who also told me that he was not authorized to discuss or send me my contract, and that we would need to contact our Agent. I was given a phone number and email to contact our Agent. We called and emailed said Agent several times over the next few days, leaving messages every time. After not getting any response, we contacted the company again. We were given nothing short of the "run around" by every individual we attempted to get answers from. No one is "authorized" to help us. We then expressed that we had decided to end our relationship with Payprotec due to not providing a contract, no customer support, and no explanation as to the increased unexplained fees we had been paying. Finally, I was able to get my contract emailed to me. The contract was incomplete and had mentions of "Early Termination fees calculated in accordance with section ****". There is no section **** in the contract anywhere and no amount listed! I have since been given 3 different amounts increasing significantly each time 1) $295.00 2 )$2550.00 3 )$2980.00 and still no return address. Yesterday, I was told by a Supervisor that our early termination fee had been waived and we would receive an email by end of day yesterday with the return address and completion of contract. It was never sent yet again. This contract is very sketchy and has a signature that is the owners name, but definitely not his signature. We believe that this contract is illegitimate and has been made up after we requested our copy. This company has been a complete nightmare to try to work with and if this issue is not resolved by the end of this week, it looks like we will have to turn the matter over to our attorney.

  

  Business response

  08/23/2023

  Sir,

  I Apologize For Any Miscommunication, Your Account Has Been Closed And A Return Tag Is In Process To Be ******** To You,

  If You Need Anything else Please Let Us Know.

     Regards

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

   

      

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were contacted a couple months ago by an agent for PayProTec and was quoted a considerable saving for our credit card processing. We signed up for a three year unchangeable contract with them to process our transactions. First out of the gate they started holding money from any transaction over $1500 claiming we had to provide them with invoices for the transaction showing our customers name, phone number, address, email, and what they had purchased before they would release the funds. No one with the company answers the phone or emails. No one ever returns messages. Now in the last week they have held every single transaction we have ran including some for as little as $200 and $400 and at the point are sitting on over $25,000 of our money. I have only had one person from them email me back after I threatened to stop using them and his response was their underwriting manager says we need to work with one of their analysts to provide them the documentation on the over limit transactions but no explanation as to why they are holding the small transaction or any contact info as the how to contact the so called analyst. The cost savings we were promised also has never materialized. Do not get sucked into using them. At this point I feel the are going to just go out of business and we will never see our money.

  

  Business response

  07/10/2023

  Hello,

  **** From Our Office Spoke With The merchant today, Below Are The Notes.

  Here is his response so I am closing all 3 locations 
  You are too late with this. You violated the law in holding our funds and we have changed processing companies due to this
  
  
  
  his funds were held because he went over the ** and he had multiple chargebacks in the first 
  month of processing so Risk did an audit 
  
  
  I am closing all 3 accounts now. 

  Customer response

  07/10/2023

   I am rejecting this response because: They held almost $30,000 for over a week and their excess at the time was there was two disputed charges in the first month we used them for less than $400 total. This as I have been informed was illegal, this was after they had already held several charges for several days due to the amounts of the charges that they never disclosed at the onset when we started using them. In 40 years I have never had a processing company pull this. 
  
  
  

  

  Business response

  07/11/2023

  Sir,

  Once There Were 2 Chargebacks Against You, the risk Department Got Involved And Was Going Through A Audit On Your Accounts, I Apologize For The Way You Feel, We Have Issued A Closure On All 3 Of Your Accounts. This *********** Operating Procedure.

     Thanks,

      ***

  Customer response

  07/12/2023

   I am rejecting this response because: An audit yes is normal but holding $30,000 for over a week for disputes of $400 is not normal and is highly illegal. You claim it is your standard practice so I assume operating illegally is standard practice for your company. Viewing the complaints against this company it appears that is the case.
  
  
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My complaint issimulareto the others. I signed up with this company after several calls in which they promised they would save me money. They lied repeatedly to me to make a sale. I am not saving money they are charging way more than was told and have no interest in doing business with them. I called them to close my account 3 different times but I'm constantly given the run around. The first time I called I was told I would have $795.00 early termination fee (ETF), so I asked for a copy of my contract, which they did provide. After reviewing the contract it had been changed and I never agreed to an ETF as the part to intial was still blank as I was told to leave it. I called back and after finally getting trough I was told it was ****** ETF and me intialling didnt mean anything. The third time I called I was told $1000 ETF ,after I state there is not listed anywhere on my contract and that my contract had been altered ( rates hand written in over the original) the representive got mad and hung up on me. Additionally, subsection 1.16(a) which outlines early termination fee (again no mention of the $1000 though)is blank. Again I did not initial 1.16(a) agreeing to any ETF. This is not enforceable for several reasons but the biggest being I didn't sign or initial the contract agreeing to the ETF.I want to close my account immediately with no further fees. I would like the promised return lable to send the terminal back to its owner. I want out of this shady company immediately with written notice of no fees or terms.

  

  Business response

  06/22/2023

  Hello *****,

  We At Payprotec  Apologize For The Misunderstanding, We Have Closed Your Account And Requested A Return Call Tag For You.

   

     Thanks,

      ***

  Customer response

  06/26/2023

   I am rejecting this response because: They still have not completed their obligation. I need a label so I can return the terminal!
  
  
  

  

  Business response

  06/27/2023

  I Understand, Your Account is Closed I Verified It, Also I Will Find Out where The Return Shipping Label Is. thank You For Your Patience.

   

     Thanks,

      ***

  Customer response

  06/27/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

*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. ↩