Authorize.Net

Thank you for contacting Authorize.Net via the Revdex.com.  I will do all I can to come to a resolution that benefits both parties involved. [redacted] signed and agreed to our contractual pricing in April of 2016.  In May of 2016 they did request to cancel their...

account with CyberSource.  Unfortunately, we had already invested resources and time into on-boarding the [redacted]’s two merchant accounts on to the CyberSource gateway platform as well as our Payer Authentication platform.  [redacted] also used CyberSource’s customer support team multiple times while implementing our services.  The contractual pricing for CyberSource gateway setup and Payer Authentication setup totaled $625.00. When CyberSource spoke to [redacted] regarding termination of their CyberSource gateway account we did come to the agreement that we would not charge [redacted] our monthly minimum payment of $600, our Standard Support package of $600 and the early termination fee of $325.  We agreed to waive these contractual obligations because we knew CyberSource would not be supporting the gateway in the next twelve months.  We waived the early termination fee to appease [redacted] since they were not satisfied with our setup process or customer support. At no time did we agree verbally or by written communication to waive the setup fees because we had already spent time and resources on the setup.  Attached is the contract that [redacted] has entered into with CyberSource.  Under Exhibit A is CyberSource’s Price List which was presented to [redacted] and signed on April 21st 2016.  After review of the account as well as the contract CyberSource does believe we have come to a fair and just compromise with [redacted].   I hope this helps clarify Authorize.Net and Cybersource's position regarding this matter and I thank you again for contacting Authorize.Net via the Revdex.com.

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]

[redacted], Thank you for contacting Authorize.Net through the Revdex.com. I understand that you purchased a product from a merchant that Authorize.Net processes payments for and have not received an update on your refund. I'm sorry to hear that this has happened but I would be happy to...

explain what options you have. Authorize.Net is this merchant's payment processor and as such, unfortunately we cannot cancel or refund an order on behalf of the merchant. However, if you have made a good faith attempt to contact the seller and they have not responded to your requests or choose to not cooperate, I would suggest you contact your card issuing bank to open a dispute, or chargeback. Your card issuing bank will be able to walk you through this process and will help you obtain either your product or a full refund. I hope this information helps you with what next steps need to be taken. Thank you again for contacting Authorize.Net via the Revdex.com.

Complaint: [redacted]
I am rejecting this response because:i did not receive the service and request to have a full refund 
Sincerely,
[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 been billed for a service you hadn’t
been using, I’d be happy to help.                After some
research, I am showing that this Authorize.Net account has been closed since
5/13/2011.  Beyond that, I am showing
that your account is 100% subsidized by your reseller, meaning that
Authorize.Net did not charge you anything for this account and all billing went
through the reseller who set this account up for you directly.  Total Merchant Services is a Merchant Service
Provider (MSP) and also a reseller of Authorize.Net’s services.  It is very possible that you cancelled your
account with us in May of 2011 but did not close with them.  Unfortunately they are a separate entity
entirely and will need to be contacted at ###-###-#### to discuss closing the
account with them as well as requesting any sort of refund as again,
Authorize.Net has never charged you directly.                Credit card
processing can be confusing and I hope this helps clarifies the situation. If
you have any other questions feel free to contact our Merchant Support team at
###-###-####.  Thanks again for
contacting Authorize.Net through the Revdex.com.

Hello [redacted], Thank you once again for contacting us through the Revdex.com. Per my initial response, our engineers are investigating the root cause of the issue, but have assured us that we will not see this type of issue happen in the future, as preventative measures have been put in place to check for returned items through the ACH Network.I would also like to mention that you have had other successful transactions from this customer since even up to July 5th. In order to recover the funds from your customer, you have the ability to rebill this customer within 90 days of any successful transaction. I would recommend contacting the customer to advise them that you will be taking these funds, as they never paid for the goods and services rendered to them due to the returned funds in May, cited as insufficient funds from their bank.You can find the steps for rebilling a transaction in this article: https://support.authorize.net/authkb/index?page=content&id=A542&actp=sea...⇄ would also like to address your concern that we’ve disclosed confidential information about your business in our initial response. Gateway ID numbers are not considered secure or confidential information, as this can’t be used to access your account in any capacity. Also, your business name is public information, and your name was provided to the Revdex.com when you submitted your complaint. In order to provide you specific information relating to your business in regards to your complaint against Authorize.Net, it’s important that we ensure we’re referring to the correct business. We do this by referring to your Gateway ID and Business Name, in the event you have multiple Payment Gateway accounts.  Again, I want to apologize for your frustration, and that this issue has happened, but we have also provided you steps for you to recover the funds from your customer; however, I am happy that I was able to provide you a courtesy credit on the account 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.
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 that you are requesting a refund for the setup fee you were charged, I’d be happy to help. Setup fees are automatically charged on the first of the month following your sign-up date.  This is why even though the account was only open for two days, you were charged.  That said, because the account was closed within such a short period of time and was not used, I have issued a refund for the setup fee.  You should see this back in your account by the end of next week. I’m glad I was able to offer you your desired resolution, thank you again for contacting Authorize.Net via the Revdex.com.

Complaint: [redacted]
I am rejecting this response because:I request a refund due to no orders being shipped or delivered. I will not be billed for chargebacks as I did not deliver a product and request everyones funds to be refunded. There should be no risk becuase no one received the product. You ignored the fact that I requested refunds and you said I would have to do it my self on the gateway. Then you closed my account immediately without giving any notice OR time to refund orders.
Sincerely,
[redacted]

Greetings [redacted],             I would like to thank you for contacting Authorize.Net through the Revdex.com. I truly apologize that you have had this experience and 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 concern regarding the holding of your Discover funds and would be happy to further explain.             CyberSource does acknowledge that there was an error with our sponsor bank regarding the Discover card transactions.  After diligently working with our sponsor bank we were able to identify where the funds were located and have them released to the bank account we have on file.  You should see your funds in the amount of $1,010.37 post into your bank account within the next 3-5 business days.              As far as the funds in escrow, those funds are held for a standard of 120 days from your last processing date.  We use this timeframe due to a majority of chargebacks being processed within 120 days from the transaction date.  CyberSource has agreed to review your account for a partial release of funds after 90 days, which will be January 20th, and you may contact the Risk Department at 888-317-6935 Ext. 2 at that time with any questions or concerns you may have.             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!

Complaint: [redacted],The amount is $625There was no statement from anyone at Cybersource/Authorise setting out the terms of cancellation but my understanding from the phone calls with the Matthew and Michael was that there would be nothing owing.   Matthew the sales person told me the only thing due was an early termination fee of $325 and when I complained to Michael T[redacted] his manager agreed to waive it.  (see attached emails - I would have complained about setup fees if I had been told they were still due)(I would not have cancelled on the basis of paying $625 setup fees for nothing to be set up.)I therefore sent the attached letter to cancel setting out my understanding and basis for cancellation and received "the reply" from Michael T[redacted] accepting my letter unconditionally.It would have been within Cybersource's right to reject my letter if they did not have the same understanding but they did not, they unconditionally accepted it.I would refuse to accept / act on a letter from one of my customers if I did not accept all of the content and demand a re-drafted version.Their agreement does not have an early termination clause - the only path to termination would be a variation agreed by both parties which I had believe the attached documents to be.   If the Cybersource does not consider these documents a variation to the agreement  then the company has surely breached the agreement by terminating the service, something the original agreement does not allow.I have proposed re-instating the service as a path to resolution but response I got to that was closure of the Revdex.com case!Best regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:I Had A Authorize.net Account And I Closed It About Two Months Ago And They Still Charging My Bank Account $20.00 Every Month And When I Contacted Authorize.net Wednesday The Issued Refund But They Withdrew It Again And They Will Not Refund I Contacted My Finical Institution They Said They can't Dispute It Because It IS to Be $50.00 But They Said They Can Go For $25 So What I'm I Supposed To Do Let Them Drain Out My Account The Bank Was No Help So I'm Wondering In The Revdex.com Could Help Please!!!!!!!!!!!!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 that there are concerns regarding the billing for your Authorize.Net account. I’m sorry for the inconvenience, but I would be happy to help with this. I have reviewed your account, and I can see that you signed up for a Gateway plus Merchant account on 11/1/2012. At this time, a Merchant Account application was forwarded on to our partner at eOnline Data, who approved your merchant account on 11/2/2012. When an account is set up with Authorize.Net, billing starts immediately because the account is available for use.  It is not typical to provide a refund for all gateway fees dating back to account setup; however, I have approved a refund of $765.00 in addition to the $105.00 refund issued by our representative, totaling $870.00. I again want to apologize for the inconvenience, however I am happy that I was able to provide you with further information and refund the Gateway Fees. Thank you for contacting us and have a great day!

Complaint: [redacted]
I am rejecting this response because:I still do not have payment and they have continued to charge monthly payments for services I could not use.  $81.26 in September and $25.00 in October so far.  I should not have been charged this due to the fact that 1. They should not have accepted credit cards until account was set up and approved, and 2. I cannot use account until they prove I will receive payments.   Giving them money is NOT why I started a business.
Sincerely,
[redacted]

Hello [redacted],Thank you once again for contacting us through the Revdex.com. As stated in our response on 3/5/2018, the refund can take up to 7-10 business days to be refunded to your account. We have requested that this be pushed out sooner, however, per the procedures of our accounting department, the refund can take up to 7-10 business days. I would again like to apologize for the experience you’ve had, but I’m glad I was able to resolve the issue by closing your account, not charging you further, and refunding the $86.50 which was the full amount that was debited from your account by Authorize.Net. Per your original message to the Revdex.com, this was your desired settlement.

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]

Complaint: [redacted]
I am rejecting this response because: if I actually used your services then I would pay for the setup fee. Your problem is not with me it is with prestashop for relaying the wrong information. I was sent a email my account was denied and I was unable to start making transactions. So if I never completed the setup and was active then how can I be charged a setup fee? If this is how your business is conducted then I should have this reviewed by consumer affairs. I will not pay this! I will proceed with the next step of arbitration because this is unacceptable. I have not used your service, I have not accepted 1 credit or debit card. I don't even have the information about my account. So if my account was active why wasn't I given this information when the account was set up. I only got some information after your company tried to charge me. So basically your trying force me to pay a setup fee for an account that I never used, was told that I was denied for, and closed out? 
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 that there are concerns regarding the underwriting of a merchant account, as well as the fee charged for the payment gateway service. I’m sorry for any misunderstanding, but I would be happy to clarify this information for you. I have reviewed your account which was created on 10/1/2017, as well as the contact history. From this, I can see that we attempted to contact you on 10/2/2017 advising that the Merchant Account was being underwritten by our in-house Merchant Account Acquirer, and that we required further documentation from you to complete this underwriting.   We contacted you again on 10/4/2017, with a further request for the documentation required to underwrite your Merchant Account. We further attempted to contact you on 10/26/2017, where a voicemail was left reminding that further documentation is required in order to complete the Merchant Account set up. I’m sorry to say that we have no record of any attempt to contact us to cancel the merchant account application or request the closure of your payment gateway account with Authorize.Net. We have closed the account per your request, and refunded the set up and gateway fees in the amount of $99.00. You should see this back in the bank account we have billed within 5-7 business days. If you are interested in resuming the application process, we would be happy to reactivate your gateway account and work with you to finish the underwriting of the Merchant Account. You can reach us anytime, 24/7 (closed major holidays) on (877) 447-3938. I again want to apologize for any misunderstanding; however, I am happy that I was able to confirm the closure of your Authorize.Net payment gateway and the refund of the gateway and setup fees. 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 are concerns regarding the billing for your Authorize.Net Account. I would be happy to clarify this. I’m truly sorry you’ve had this experience. I’d like to provide some clarity around each company’s role in processing your payments.  Based on a quick search, it appears Vagaro is the software/hardware used to enter your customer’s credit card data.  Vagaro connects to Authorize.Net (the payment gateway) who passes the transaction to your processor, First Data, to obtain authorization to charge these cards.  Your Merchant Service Provider (MerchantAccountProviders.Com) is the company who provides your payment processor configuration, funds your transactions to your bank account, and holds the risk if you are not PCI compliant. You also mentioned Netpay, however, they are not part of the payment process in relation to Authorize.Net as they are also a Payment Gateway Provider. After researching your account, it looks as though the charges you’re referring to concerning PCI compliance do not relate to anything charged by Authorize.Net. Whilst we would always encourage anyone handling credit card data to be PCI compliant, we have no requirement for you to be, nor do we require you to complete any surveys to prove your PCI compliance. Generally, the requirement for PCI Compliance comes from your Merchant Service Provider, MerchantAccountProviders.com.  They can be reached at (949) 768-3600 to discuss any fees they may have charged you for non-compliance for PCI.  The fees you would have been subject to and agreed to at the time you activated your Authorize.Net account were $6.50 per month Gateway Fee, $0.10 per transaction and $0.10 per batch. You would have had to agree to this fee schedule in order to activate your account. Per your billing statements within our system, the fees you were charged by Authorize.Net average to around $8.90 per month, with variances being in the number of transactions you processed in any given month. I again want to apologize for any confusion, 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 have found gateway [redacted] and [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 you are requesting these accounts be closed and a refund processed for the time they haven’t been used, I’d be happy to help. Let me start by apologizing for any inconvenience this has caused you or your business.  I am happy to explain the available avenues you can go down to obtain your desired resolution.  Due to the nature of credit card processing some safeguards are in place to protect the security of our merchants.  This is why you were asked to fill out the New Account Owner Form.  This form serves as proof that you have the authority to act on behalf of the organization.  When you previously faxed the form in it was declined because you did not fill out Group A of the form, which asks for the last four digits of the Tax ID or SSN on file.  If you would like to try this option again, I have attached the NAOF to this response.  You may also want to contact our support team at 877-447-3938 and they can walk you through filling it out so it isn’t declined again. If you’d like to bypass the NAOF another option you would have is to contact your bank and put a stop payment on the charges coming from Authorize.Net.  Ultimately your account would be closed and sent to collections, however it would be the individual currently listed on the account that would receive the collections notifications and would need to resolve it from there. Unfortunately for security reasons we are not able to close any account for anyone unless they are a listed user.  Once your name is listed on the account and the account is closed, we can look into refunding some of the charges as a courtesy gesture.  Thank you again for contacting Authorize.Net via the Revdex.com.