Authorize.Net

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Greetings [redacted], I would like to thank you for contacting Authorize.Net through the Revdex.com. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway [redacted] under business name "[redacted]" and I will be...

responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand your eCheck processing was cancelled and funds are being held.  I would be happy to help. After researching this account, I show that on July 21st, 2016, eCheck was re-enabled on your account and that all eCheck funds have already been released to you.  I'm showing that originally your eCheck processing was disabled due to the rate of ACH returns on your account.  Our risk team analyzed further and determined to re-enable processing. I'm glad that I was able to address your concern and that your processing is back up and running.  Thanks again for contacting Authorize.Net via the Revdex.com.

Greetings [redacted],I would like to thank you for contacting Authorize.Net through the Revdex.com. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway [redacted] under business name “[redacted]” and I will be responding...

to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand there were problems with issuing refunds to your customers, and subsequent communication regarding the funding hold that is in place on your account. I do truly want to apologize that you have had this experience.I’ve reached out to the Merchant Acquiring Risk Department and they have advised the following: The merchant account for [redacted] has been terminated due to an excessive amount of chargebacks processed from their cardholders. At the time of termination on 01/20/17, the account was at a 9.1% chargeback ratio; industry standard for chargeback ratios is to remain below 1% of processing. The reason we have not allowed the merchant to process refunds is that the merchant account continues to have risk concerns regarding the processing that the merchant has previously processed through their account. Normally we will hold funds for an average of 120 days to allow the timeframes for credit card chargebacks to pass.  In extenuating circumstances, we may hold funds longer until we believe that all risk concerns are resolved or the merchant’s processing is outside chargeback timeframes. Chargeback timeframes cannot exceed 540 days.  The debit processed to the merchant’s bank account were not processed in error. The debit was for a chargeback that a cardholder processed against the merchant.  According to the Authorize.Net and CyberSource merchant agreement, that the merchant has to agree to in order to open an account, CyberSource does have the right at any time and without any notice to withdraw payments from the merchant’s account to set-off a chargeback transaction including any fees that may have been acquired. (Section 3.2 of the CyberSource Merchant Agreement—this has been attached)    CyberSource and Authroize.Net also have the right at any time and for any reason may require a reserve to be held in a noninterest bearing account.  This reserve is used to offset actual or contingent liabilities or losses that may be incurred due to the merchant being unable to pay for chargebacks, adjustments, fees and other charges. (Section 4.1 of the CyberSource Merchant Agreement) With that being said, we are willing to review the account for a partial release of funds once the account has been closed for 90 days.  The review will be to evaluate the amount of exposure that we currently have on the merchant’s account due to chargebacks that we have received as well as any outstanding liabilities the merchant account may hold.    Again, I want to apologize that you have had to experience this; however, I am happy that I was able to provide you with further information and address this issue for you.  Thank you for contacting us and have a great day!

Greetings [redacted],            I would like to thank you for contacting Authorize.Net through the Revdex.com. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I am truly sorry that have...

had this experience. Given the information provided on your business, I have been unsuccessful in trying to locate the account with Authorize.Net. If you could please provide your 7-8 digit Gateway ID in order for me to better assist you that would be greatly appreciated. After reading through your comments, it does sounds as though you may have us mistaken for the Merchant Service provider (MSP). Authorize.Net is a Gateway Service Provider (GSP), we are responsible for validating the customer’s credit/debit card information along with the address information, if provided, with the card issuing bank. This allows us to get an authorization from the card issuing bank in order for the Merchant Service Provider (MSP) to pull the funds from the individual’s card and make the deposits into your account. Authorize.Net charges a flat rate for the monthly fee, a transaction fee, and batch fee. The transaction and batch fees are flat rate as well and usually around $.10 per transaction and batch, which those fees do not change regardless of the dollar amount processed. The MSP on the other hand will charge an additional fee that is percentage of your transactions that have been processed. Their rates can change based on how large your transactions are and how many you may be processing. Based on your comments, for the increased monthly fees, it sounds as though you would need to contact your MSP regarding any refund involved. In addition Authorize.Net does not charge a cancelation fee. That would also come from your MSP, which you would need to contact them for further discussion regarding that matter. Once again I do want to apologize for the inconvenience this has caused. I am happy that I was able to provide you with additional information in this case. If you have any additional information about your business such as your gateway ID, the email address you set the account up with, etc.… that would but greatly appreciated. This could potentially give us additional information regarding who you may need to contact as well as the statements for all charges on your Authorize.net account. You may also contact our support team at ###-###-#### and they can discuss this matter further. Thanks again for contacting us and have a great day! Once again I do want to apologize for the inconvenience this has caused. I am happy that I was able to provide you with additional information in this case. If you have any additional information about your business such as your gateway ID, the email address you set the account up with, etc.… that would but greatly appreciated. This could potentially give us additional information regarding who you may need to contact as well as the statements for all charges on your Authorize.net account. You may also contact our support team at ###-###-#### and they can discuss this matter further. Thanks again for contacting us and have a great day! Tell us why here...

Greetings [redacted],                I would liketo thank you for contacting Authorize.Net through the Revdex.com. Iwill do everything I can to resolve your concern in a manner that benefits all partiesinvolved. I...

have found gateway ID’s [redacted] under business name “[redacted]
[redacted]” and I will be responding to your complaint from thisaccount. If this is not the correct account then please let me know the correctgateway ID for reference. I understand that you had opened your Authorize.Netaccount prematurely and are looking to receive a refund for what was charged Iapologize for any inconvenience this has caused and I would be happy to help.                I would firstlike to address the charge of $82.87 from AUTHNET GATEWAY BILLING as this chargewas billed directly by us.  The breakdownof the charge is $25 for your August fee, $8.87 for your prorated July fee, and$49 for the one-time setup fee.  Withthat breakdown in mind, $33.87 (all monthly fee’s charged to you) were refundedon 9/8/2015 and deposited the following day. If you have yet to see this deposit, I would urge you to reach out toyour financial institution.  [redacted], the$49 setup fee is non-refundable as the account was setup and initiated byyou.  The good news is, when you areready to start processing payments, you will not need to pay this fee again.                The fees chargedby MTOT DISC SMBANKCARD are not associatedwith Authorize.Net but could be related to your Merchant Service Provider (MSP)who I show could be PowerPay/eOnlinedata. Unfortunately as they are a third party company I would not be able tospeak to their fees and I cannot see the status of your account with them.  I do have a number they can be reached at,###-###-####.  I suggest reaching out tothem to ensure your account is closed and no balance is due.                 As I havestated [redacted] I do truly apologize that you have had this experience withAuthorize.Net but I’m very glad I was able to provide you with the refund ofall fees, less the setup fee, that was charged to you and I can confirm theaccount has been closed and no further billing from us will continue.  Thank you again for contacting Authorize.Netthrough the Revdex.com.

Greetings [redacted] & [redacted], Thank you for reaching out to Authorize.Net through the Revdex.com. I do truly want to apologize once again that you have had this experience. After researching the account and the additional charges you have received I have found that it is related to...

the fraudulent transactions you were experiencing in august. Unfortunately we didn’t see those charges previously due to some settlement errors, when the settlements cleared is when the transaction fees were posted to the account. I apologize for the frustration and concern this has caused. Due to the circumstances, I have received approval to move forward with the reversal of these fees ($211.80) to zero out the balance. Your account should be cleared up within the week and you should not see any additional charges going forward. Thanks again for reaching out to us to address your concerns and the additional time it has taken. Should you have any additional questions, please feel free to reach out to our customer service department either by phone or email at 877-447-3938 or [email protected]. Thank you and have a great day!

Greetings **,Thank you once again for contacting us through the Revdex.com. As previously mentioned the monthly fees have all been reversed as we are aware there wasn’t any services rendered for the Gateway. I have attached your online application with your electronic signatures showing the agreement to the terms of service for reference. Per this agreement, it was agreed upon to have the Authorize.Net account set up. In addition, it was agreed upon that with the setup of that account there would be a non-refundable Setup Fee associated with creating the account. However, per our previous response, we mentioned that had E-OnlineData deny your merchant account application, we would refund the Setup Fee. However, your application was approved, and thus the Setup Fee is non-refundable. I truly apologize for any misunderstanding concerning the setup process, however the online application is valid documentation stating that you agreed to the setup and billing for this account. I again want to apologize that you have had this experience; I am glad I was able to address this complaint further. Thank you for contacting us and have a great day!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Greetings [redacted], I would like to thank you for contacting Authorize.Net through the Revdex.com. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway [redacted] under business name “[redacted]” and I will be...

responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand you have not seen a refund processed or deposited to your account.  I'd be happy to help. After looking at this account, I do show a $210.00 credit waiting to be refunded to you, so that is not being disputed on either of our ends, which is great.  The issue here [redacted], is that the bank account information we have on file for you was flagged as frozen or closed, which is preventing us from making the deposit.  More good news, this is a very easy update to make.  By calling into our merchant support team at ###-###-#### 24 hours a day 7 days a week, we can help you get that information updated so we can make the deposit.  While the resolution will require one final call from you to our support team, currently (Wednesday, September 9th 8:30am MDT) we do not have a wait time to reach a representative. The resolution you are seeking through this complaint is a check payment in the amount of $210.00.  I can satisfy the payment to you in that amount but Authorize.Net does not provide refunds via check.  I hope my explanation is sufficient enough for you to obtain a resolution in this matter.  Thank you again for contacting Authorize.Net through the Revdex.com.

Greetings [redacted],             I would like to thank you for contacting Authorize.Net through the Revdex.com. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway...

[redacted] under business name “[redacted]” and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that there are concerns regarding the setup of your account and subsequent communication related to the fees. I do truly want to apologize that you have had this experience After researching your account it looks as though the charges in which you are referencing have been refunded and posted to your account on 10/12. You should see those funds deposited into your bank account within the next week if you haven’t already received them. Once again I do want to apologize for the inconvenience this has caused. I am happy that I was able to provide you with additional information and address this issue for you. Thank you for contacting us and have a great day!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  In addition, a representative reached out to me and we discussed the situation by phone.  I'm happy to say it was fixed.
Sincerely,
[redacted]

Greetings [redacted], I would like to thank you for contacting Authorize.Net through the Revdex.com. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway ID [redacted] under business name “[redacted]” and I will be...

responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand you are not receiving funds for transactions that have been processed.  I would be happy to help. I would like to first mention that Authorize.Net only handles the funding for eCheck (ACH) transactions, if you are not receiving funds from credit card transactions, you will need to speak to your Merchant Service Provider eOnline Data.  After reviewing the account I do show that you are processing eChecks through us, and that you have been on a funding hold up until today (4/8/2016).  As of today the funding hold was removed and a deposit of $[redacted] was released to your bank.  You should see that deposit within 1-3 business days depending on your bank.  Also, any eCheck transaction processed going forward will be funded to you according to your funding schedule and will not be held unless individual or monthly limits are reached. Thank you for contacting Authorize.Net via the Revdex.com, I'm glad I was able to provide you with your desired resolution.  Have a great day!

Complaint: [redacted]
I am rejecting this response because:money was taken from and service was rendered. The money was taken as a act of theft.
Sincerely,
[redacted]

Complaint: [redacted]
With apologies to the representative who wrote the response, as they are not responsible for the ineptitude of Authorize Net, however this email further exemplifies the inadequacy of their ability to deal with complaints in a reasonable fashion.  I have sent numerous emails and left voicemail messages for management as well as my sales rep., all the questions in the response email have already been answered, and yet someone with zero knowledge of this case and of my concerns has answered the complaint.  I opened an account with Authorize in October.  It was only discovered in December, after I did all the leg work to get to the bottom of it, that Andrew M[redacted] had created two accounts in my name in error.  One was an American account (which I did not ask for) and the other was a Canadian account.  The account i# is [redacted].  Then Authorize mistakenly closed the Canadian account (which was likely the December 1st closer mentioned), and left the American account open, and so I had further headaches to deal with.  After months of trying to get a satisfactory resolution, I finally cancelled the second account ([redacted]) on December 21st.  As of December 21st all accounts should have been settled and there were no further charges pending, yet on January 4th I was billed $98.35 on my credit card from Authorize.  On January 5 I called customer service and someone told me they were reversing the charges right away, however that never happened.  When I contacted Authorize to follow up they claimed they had no record of this call and they had no way to reverse the charges.  I sent emails and also left a message for the manager but my emails and voicemails went completely ignored.  I am tired of being given the run-around and I am completely baffled by Authroize's complete disinterest in my business and complete lack of desire to provide good customer service.  As stated, my request is a refund of the $98.35 from account # [redacted].  If more information is required, please refer back to the numerous emails that have gone back and forth between myself and customer service, copied to Andrew M[redacted] and his managers, emails that Andrew M[redacted] and his managers completely ignored.  
Thank you, 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Dorothy [redacted]

Greetings Dorothy,I would like to thank you for contacting Authorize.Net through the Revdex.com. I will do everything I can to resolve your concern in a manner that benefits all partiesinvolved. I have found gateway [redacted] under business name “[redacted]” and I will...

be responding to your complaint from this account. If this is not the correctaccount then please let me know the correct gateway ID for reference. I understand you have had some compatibility issues and subsequent communication related tothis account. I do truly want to apologize that you have had this experience.After reviewing the account, I have noticed there hasn’t been any use on this account and has since been closed down. For this reason Authorize.Net has submitted the refund request on all fees applied to this account. These fees typically take one to two weeks to hit your account. I do apologize once again for the frustration this has caused. I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!

Greetings [redacted],            I would like to thank you for contacting Authorize.Net through the Revdex.com. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway...

[redacted] under business name “[redacted]” and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that there were some problems with the closure of this account and subsequent communication about the charges you have received.  I do truly want to apologize that you have had this experience.After researching your account and your history with Authorize.Net, we have been able to pull the charges back from out collection agency to reverse the amount owed. At this point I can confirm that your account is closed and there is no outstanding balance on the account. In addition, you will no longer receive communication from the collection agency as we have reversed those charges. I again want to apologize for the miscommunication, however I am happy that I was able to provide you with further information and address this issue for you.  Thank you for contacting us and have a great day!

Greetings [redacted],   Thank you once again for contacting us through the Revdex.com. It appears that you are contacting us for a different account than what was previously mentioned.  I have found gateway [redacted] under business name “[redacted]” and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.  I've reviewed all of the calls that we have received from these past 3 days and, as previously mentioned on all three calls by Toni, Jordan, and Eric, your account has been closed as of 6/2/2017, and the $20 fee has been issued as a refund and will go back to the card on file within the next 5-7 business days.   I again want to apologize that you have had this experience, though I am glad I was able to address this complaint. Thank you for contacting us and have a great day!

Complaint: [redacted]
I am rejecting this response because:Authorize.net has still not solved the issue with their system. My customers are still being charged multiple times per month including 10 today on 4/25/16.This has now been happening for 15 days straight with no resolution in sight. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because this has been an ongoing issue.   You can see in a letter from the owner of [redacted], the business that accepts our payments through their website, using Authorize.net as our payment processing company.  There are too many companies handling our revenue $.  But the bottom line is, we set up our account with Authorize.net and they have crippled our business in one way or another... whether it was them or one of their affiliates they deal with.    Here is the list of debacles as outlined in this letter:
In late February [redacted] applied for, and
were approved (so they thought) for an Authorize.net gateway and
merchant services.  It was not made clear in anyway that there was
additional effort needed to complete set up.  They were
told they were approved.  So their clients started paying for services
through my website [redacted].  No charges were declined, all were
excepted,but by March 10th, two weeks later no money had hit their
account.  When we contacted Authorize.net we were
told that it was in fact a third party merchant provider and they
needed additional documentation to release funds. Also we were told that
a single email had been sent when the account was set up asking for
additional information.  Three things about this.
 1. my clients have looked and did not receive this email.  2. it was
coming from a third party they had never heard of and were not told to
be on the look out for it.  3.  After two weeks and over 10k in charges
no additional effort was made to reach out
to [redacted], in fact when we talked to your third party vendor and
we asked about this they said it was their policy to wait because
people call when they don't get their money.  We were outraged and she
quickly tried to walk back the comment, but as
I know they record for quality assurance, it is in the tape.  We
provided all the needed documentation and were told everything was set. 
But by the end of the month there was still nearly 10k missing from the
charges.  We figured out that American express
charges had not been released and that all E check charges had not been
released. 
Echarges first.  This is a Authorize.net function
and we were on the phone with you looking at their account,as I have
just documented,two weeks earlier and no one let us know that you needed
more documentation for that function.  But when
we figured out that those funds were missing and contacted you we were
told that additional underwriting was necessary.  Again we asked you,
after a month of accepting charges and sitting on them, when you planned
to contact us.  Again we were told a  single
phantom email had been sent when they activated echecks.  We provided
all the information needed and were told that the hold had been released
and the money would be in their account in 5 days or so.  [redacted]
watched their account eagerly for 5 days
and then called again today, to be told by the first person they talked
to, that a box had not been checked and the funds had not been
released.  This persons supervisor said that he didn't what box she was
talking about but that as of today the funds would
be released. SO AS OF TODAY AUTHORIZE.NET CONTINUES TO SIT ON OVER 3K IN ECHECKS WHILE [redacted] HAS TO TAKE OUT LOANS. 
American Express.  Authorize.net provided the
merchant provider for [redacted] so I believe you have some
accountability for their behavior.  So on the same day that we talked to
you to get echecks taken care of (the first time when
we were told falsely that the funds were released)  we also had to
contact the merchant provider because, although my clients had set up an
American Express account,  none of those charges had hit there account.
  Again charges were going through, not being
declined, but no money hitting account.  We were told that the merchant
provider had set up an American Express account for my clients even
though [redacted] had set up an account directly with American
Express. So there were two accounts, to make things
worse the account they had set up had an incorrect SE number and  no
one knows how it got there.  So all of the charges were authorized but
not released.  We were told that because they had been run with a bad SE
number, that all the charges would have to
be re keyed and that they would do that for us, and that the funds
would be in [redacted]s account in a few days.  Again [redacted]
watched their account, again no funds.  We contacted them again and they
said, despite telling us that they were going
to key them that day, that in fact they needed to have a conference
call with Amex to make sure none of the funds had been charged to card
holders.   Again we had to contact them, no urgency at all or
understanding that they were hurting a business.  Conference
call was held and the NEXT day cards were finally keyed in.  As I write
this [redacted] still does not have the Amex or Echeck funds in
their account and they are drowning.
We have now been told three times that our e-check $ have been released.  Twice told that it would be 3-5 days, now in their response here, 1-3 days.  It is very hard to trust what they say.    They could have avoided this a long time ago, but felt it wasn't urgent enough for them to help.  It is for us! 
Sincerely,[redacted] & [redacted]