ComplaintsforZen Payments, Inc.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am unable to contact anyone at this company. I signed an agreement to start services and then crickets. I will advise my close friend who has over 1.2M B2B relationships that he should warn the market about this company if I do not receive a call from them soon.

  

  Business response

  10/21/2024

  I am writing to provide an update regarding the account for **************, owned by **** *****, which received approval from our office on August 30, 2024.
  
  
  On October 9, 2024, we received a call from Mr. ***** expressing difficulties in reaching our team. Upon investigation, we found that there have been no inbound records in our system for the phone number associated with his lead or the number he used to call in since August 28, 2024.
  
  
  During our conversation, Mr. ***** expressed concerns about being charged for services without his knowledge of the account setup. We guided him through the account setup process and issued a refund for the monthly fees reflected on his statement that he was unable to process. Mr. ***** expressed satisfaction with our assistance and has decided to keep his accounts open with us, intending to resume processing today.

  Customer response

  10/22/2024

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Theyre currently keeping over $1,500 of my funds because more than 10% of my sales were made with prepaid cards. Havent received one single chargeback, and all of this happened in a week, its so dumb that they approved my website knowing its a self-checkout site. I have no control over the type of card my customers use, yet they expect me to somehow know what payment methods are being used. This whole situation is kind of scammy since they approve your merchant after checking your website.

  

  Business response

  10/14/2024

  I am writing to provide an update regarding the account for ************* owned by ***** ******, which received approval from our office on September 23, 2024.
  
  On September 30, 2024, the account was placed on hold due to an unusually high percentage of prepaid cards being used at checkout. When an account exceeds a certain threshold for prepaid card usage, it raises concerns about potential money laundering activities. To mitigate any risk of illegal activity, our bank decided to place the account on hold and initiated a transaction review. Additionally, an ACH reject further necessitated the continuation of the hold.
  
  On October 7, 2024, we had a constructive conversation with Mr. ****** to clarify the situation regarding the hold. He provided the necessary information about the transactions in question, which allowed us to successfully remove the hold on his account, restoring it to good standing.
  
  We are pleased to report that Mr. ****** has since updated his reviews from 1-star to 5-stars on ****** and ************** and has continued to process transactions smoothly.
  
  **** ********
  VP of Sales 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called ***** at zen payments about the hiding fees. and i explained to him I been paying over 10% to process credit cards.The extra fees range from 800$-900$. Put the daily fees.I explained to him I was paying 2.25 with QuickBooks. So we signed a new contract on April 4. Well may 2 came around and guess what 850$ came out my business account. I called and asked to talk to ************ got the run around. talked to 3 different people. And the last lady informed me since my employee didn't sign the contract. It's not active. The other guy who I talked to earlier told me I'll get a credit back. The lady informed me I wasn't. I'm the owner of the company. My employee have nothing to do with the contract.Don't waste your time with this company. Crazy hiding fees. There scamming companies out of funds. I repeat don't go with this company.I should of checked on bbb and ****** before I trusted them.Small business beware there thief's.

  

  Business response

  05/20/2024

  This matter has been resolved directly with the merchant however a response is required so we will provide details below. 

  This merchant formally executed the initial boarding agreement on December 4th, 2023, where the fee structure pertaining to the account was outlined. On April 5th, approximately five months thereafter, ****** raised concerns, alleging undisclosed fees. Following a thorough review of the agreement, we acknowledged the need for a revised rate and promptly initiated the process, having a pricing change form sent within the hour. This remained unsigned until after the billing cycle, which resulted in the fees not being updated. 
  
  In alignment with our commitment to customer satisfaction, we promptly issued a refund for the excess charges incurred by ******. Additionally, we diligently ensured the completion of a new price modification form, establishing clarity and transparency regarding the revised fee structure for the merchant moving forward.

  This merchant is now an active and happy client of ours and we look forward to continuing our business relationship. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Do not disclose pricing. Charged card cannot get in touch with them at all to cancel. Have been on gold for hours and have left tickets and emails and voicemails.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Watch out for these people, as apparently they will not side with you as a merchant during a credit card charge back from a thieving lying criminal con-artist client, EVEN when you present them documentary proof (as per the attached) that the client (1) entered in their own credit card information themselves; (2) enjoyed the services/products you provided in exchange; (3) were told in advance that the fee was non-refundable in writing; (4) you actually have a signed credit card authorization form from these con-artist clients; and (5) other physical and documentary evidence. Instead, this criminal company Zen Payments (aka *********************** or their parent sidekick, Authorize.net) will place a HOLD on your account thus stealing/diverting all of your later incoming money from other clients, immorally, unethically, and most importantly, illegally. Please investigate and advise.

  

  Business response

  02/21/2023

  Hello, 

  We as a payment processor only process the chargeback information. The cardholder's issuing bank is the party that determines the outcome of the chargeback, not Zen Payments. 

  In this scenario, ************************** customer disputed a $300 charge as "Fraud" and so we as the processor have an obligation to refund the customer until the chargeback outcome has been adjudicated. 

  Unfortunately, when we attempted to debit ************************** account to push the $300 refund he blocked the transaction so there is currently a $300 balance owed to Zen which is why we have suspended funding till the $300 can be recuperated. 

  ********************** has uploaded chargeback rebuttal documents and if the issuing bank determines that it was indeed an illegitimate chargeback then he will be credited the $300. Unfortunately Zen Payments has no say in the matter. 

  Aside from processing the chargeback data there are no other steps Zen Payments can take to assist with this situation. 

  Sincerely, 

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

  CEO

  Customer response

  02/21/2023

   
  Complaint: 19441060
  
  I am rejecting this response because instead of only holding $300 these people are threatening to hold ALL of our money, even if its $5000 for example.

  This is where the criminality comes into play, and we suspect that this $300 charge back person actually works for, or is an agent of, Zen Payments, *** in order to steal our money.
  
  Sincerely,
  
  *****************************

*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. ↩