Authorize.Net

Greetings ***, I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway [redacted] under business name “ [redacted] ***” and I will be responding to your complaint from this accountIf this is not the correct account then please let me know the correct gateway ID for referenceI understand that there are concerns regarding the resubmitted transactions on October 18thI do truly want to apologize that you have had this experience.After researching your account I can see that the transaction you’re referencing has been refunded successfully and the funds have been returned to your customerWe do apologize for this inconvenience as this has impacted our merchants and their customersAny questions you may have can be addressed through our support center at https://support.authorize.net/authkb/index?page=content&id=A1728, please visit this link for further information and FAQ’s related to the settlement errorRegarding your customer and the transaction that was resubmitted, if your customer incurred incidental fees related to the resubmitted transactions, please instruct your customer to contact their card issuer (bank) and request the card issuer reverse those feesAs the resubmitted transactions were processed in error, the card issuer should be able to correct or reverse fees that were charged as a result of these resubmitted transactions.Once again we do apologize that you have had this experience, however I am happy I was able to address your concerns and provide you with further informationWe thank you for choosing Authorize.Net and hope you have a great day!

Greetings [redacted] , I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway [redacted] under business name “ [redacted] ***” and I will be responding to your complaint from this accountIf this is not the correct account, then please let me know the correct gateway ID for referenceI understand that there are concerns regarding fees on the accountI do truly apologize that you’ve had this experience.There are just a couple of things I would like to explainAuthorize.Net is a gateway service only; Authorize.Net does not offer merchant servicesWhen your application was submitted to us, the option was selected for us to set up the gateway and submit on the merchant’s behalf an application for a merchant accountWith that being said, if for any reason your Merchant Account with another Merchant Service Provider has been terminated or declined, we will continue to assist you with applying for a new merchant account through another Merchant Service ProviderOnce approved, you can begin to process and fulfill your orders using that account.After researching your account, I can confirm that the account is currently closed, effective 03/07/In addition, our Customer Service team has issued a refund for the monthly fees in the total of $The reason you were billed is because you signed up and agreed to the terms of service and the fee scheduleYou can see the details of what you agreed to here: https://support.authorize.net/authkb/index?page=content&id=A575&actp=search&view...⇄ of the Authorize.Net Service Agreement (http://www.authorize.net/files/Authorize.Net_Service_Agreement.pdf)details that billing will begin on the Effective Date (this is the date you signed up and activated your account and requested that we find a merchant account for you from one of our preferred partners) , and that our fees are due and payable to Authorize.Net on a monthly basisThe first payment shall be due on the first day of the month following the billing effective date In looking at the account details, I also see that we reached out to you on several occasionsIn Septand Octof via email, in regards to the Merchant Account (MA) set up processWith no response from you, we would not have known to close the accountYou need only contact customer support to close an accountAs a courtesy, we have refunded back $for a total of $I again want to apologize for the misunderstanding, however I am happy that I was able to address this issue for you and offer you a courtesy refund Thank you for contacting us and have a great day!

Greetings [redacted] , I would liketo thank you for contacting Authorize.Net through the Revdex.comIwill do everything I can to resolve your concern in a manner that benefits all partiesinvolvedI have found gateway ID’s [redacted] under business name “ [redacted] ***” and I will be responding to your complaint from thisaccountIf this is not the correct account then please let me know the correctgateway ID for referenceI 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 $from AUTHNET GATEWAY BILLING as this chargewas billed directly by us The breakdownof the charge is $for your August fee, $for your prorated July fee, and$for the one-time setup fee Withthat breakdown in mind, $(all monthly fee’s charged to you) were refundedon 9/8/and deposited the following dayIf you have yet to see this deposit, I would urge you to reach out toyour financial institution [redacted] , the$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/eOnlinedataUnfortunately 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] , I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway [redacted] under business name “ [redacted] ***” and I will be responding to your complaint from this accountIf this is not the correct account then please let me know the correct gateway ID for referenceI understand that there were some problems with the billing and subsequent communication with the approval of your accountI do truly want to apologize that you have had this experience.After looking into this account I have confirmed that both the gateway as well as the merchant account were approvedI have attached a copy of your service agreement showing your electronic signature as well as the approval email for your merchant account applicationPer the approval of your merchant account, the email was sent on 5/to [redacted] With that being said, our customer service team has refunded the monthly charges accrued since creation, which is a total amount of $ Unfortunately there won’t be any further refund as I have provided the documents showing your agreement and the approvalI 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, I again want to apologize for this experience, I can understand how frustrating it can beIn response to the refunds that were already processed, there was one month of fees refunded in January of this year for ***, the other three months were refunded later in February for the ***, which is what the total of *** is made up ofThe other four months in which I have processed have been pushed out today (4/29/2016) by our accounting departmentI do apologize for the delay in receiving those funds, however they should be reaching your account shortlyWith that in mind your request for “signed agreements authorizing these *** monthly disbursements for months after the service was terminated and never used again.” Is not applicable or available as we do not ask our merchants to sign anything if or when they would like to close their account(s)As previously mentioned we did not receive any communication from you in regards to closing the account during the time frame in which you have specifiedThis would leave the account in an active state and although there were no transactions, there would still be a monthly charge incurredUnfortunately because we never received a request to close the account we won’t be issuing a full refundWe have already issued a refund as a courtesy for this inconvenience and apologize that you have had this experienceHowever, Authorize.Net would be willing to look further into the case for you with additional information from your end to help usIn response I would ask, why has it taken roughly three years for this discussion to take place, why weren’t we notified even a couple months after the charges had hit your account? Would you have any documents confirming the closure of this account, which Authorize.Net provides a closure confirmation email and/or a ticket number? Possibly, who you spoke with and/or the number in which was called to close the account? With this information or any other information you have, we could potentially look further into the issueWe understand the inconvenience this has caused and are sincerely apologeticWe do want to thank you for your patience and the time to advise us of this issue and we thank you for using Authorize.Net as your payment gatewayI hope that you have a great day

Greetings Patrick, 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 *** under business name "***" 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 received a collection notice from Landry & Jacobs regarding a past due balance I would be happy to explainThis account, as you mentioned was signed up for and activated on 8/30/at which point billing started Per section of the Merchant Service Agreement that you electronically signed upon activation (I have attached a copy for your record), billing would continue regardless of usage until you contact us to close the account. "This authority is to remain in full force and effect until Authorize.Net has received written notification from Customer of its request for termination in such time as to afford Authorize.Net a commercially reasonable opportunity to acknowledge and respond to the request." Ultimately, billing on this account failed and was set to delinquent, at which time we sent multiple communications to you regarding the failed billing We were not contacted until two months after this account had already been written off to the collection agency, and the balance is now out of our hands The balance will need to be paid with Landry & Jacobs by calling ***Patrick, as a consumer myself I do empathize with your situation However, I also understand that if I open an account that has a monthly fee associated with it i.ea music or video streaming service, and don't use that service, I am still billed until I close the account Authorize.Net operates under the same principle This account was active and available for use That said, because the account was not used I would be willing to work with you on issuing a courtesy refund on part of the charges, but I cannot enter any credit into the system until the full balance is paid with the collection agencyI hope this helps to clarify Authorize.Net's position on this matter If you do choose to resolve this balance, please remit payment to Landry & Jacobs then contact our support team (hours a day days a week at ***) and we can refund a portion of the charges after confirming the collection agency has been paid in full Thank you again for contacting Authorize.Net via the Revdex.com

Greetings ***, I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway
*** under business name “*** *** ***” and I will be responding to your complaint from this accountIf this is not the correct account then please let me know the correct gateway ID for referenceI understand that you believe you were incorrectly charged, I would be happy to help Your account was created, terms of service accepted, and login information generated on 7/6/2016. This account was created and available for use to process credit card transactions from that date until it was cancelled on 8/25/2016, almost three months later. I apologize if wordpress told you we are a free service, I have never known them to do that. However, it clearly states your charges on the Authorize.Net Terms of Service that you agreed to. That said, the balance on this account is due and should be remitted to Landry & Jacobs as it has since been sent to collections. You can contact them at 888-953-7850. I know I wasn’t able to provide you with the resolution you were looking for, but I hope I at least was able to clear up the situation. Thank you for contacting Authorize.Net via the Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, pending no more charges to my accountI also was able to speak to a customer service rep again this morningThis is the third time I have documented speaking to Authorize.net, not my MSP, and even he said that my account was not closed when I requested and was told it had been closedBut thank you for confirming again that it has closedI will file another complaint if I find later that it has not been, yet again.
Sincerely,
*** ***

Greetings ***, I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway *** under business name “***” and I will be
responding to your complaint from this accountIf this is not the correct account then please let me know the correct gateway ID for referenceI understand that you were subjected to fraudulent credit card testing and are looking to receive a refund for the processing charges. I would be happy to explainAfter reviewing the account, it appears that the bulk of the card testing was done on February 9th, when 1,transactions were attempted, all of which were declined. This type of card testing is known as automated card testing. A fraudster will generally create a script that runs transactions over and over again on your website attempting to obtain an approval. On that date, our automated fraud prevention system identified this high level of suspicious activity on your account and sent an email to you informing you there may be a problem. Also that day, an individual from our fraud team set a limit on your account to transaction per day to help stop the large volume of card testing. Generally, this is not something our fraud team does as you are responsible for the credit cards that are being processed through your account. I am glad a manual review of your account was done as the card testing that occurred could have been far worseAccording to Section 4.1.c of the Authorize.Net Merchant Service Agreement that was accepted when the account was created: Customer agrees that Customer will comply with all Authorize.Net security protocols and security advisories in effect during the term of this AgreementCustomer is solely responsible for verifying the accuracy and completeness of all Transactions submitted and processed by Authorize.Net associated with Customer’s account and verifying that all corresponding funds are accurately processedCustomer acknowledges that Authorize.Net shall not be liable for any improperly processed or unauthorized Transactions or illegal or fraudulent access to Customer’s account, End-User or Transaction dataAuthorize.Net’s liability for improperly processed or unauthorized Transactions solely attributable to the negligence of Authorize.Net is limited pursuant to Section Authorize.Net is a payment gateway service and while we have tools and resources that can help protect you from fraud, we cannot guarantee it. Also, because Authorize.Net is charged for every transaction that is processed through our system, we cannot be held liable for a security breach of your website/portal and therefore cannot issue a refund for those processing feesI truly apologize that you were a victim of card testing but I’m glad that we were able to catch it before it got worse. Thank you for contacting Authorize.Net via the Revdex.com. Have a great day

Greetings ***, I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway *** under business name “*** ***.” and I will
be responding to your complaint from this accountIf this is not the correct account, then please let me know the correct gateway ID for referenceI understand that there were some problems with the application and subsequent communication with the setup of your accountI do truly want to apologize that you have had this experience. After researching your account and email communications, I have found that your account is eligible to have the setup fee of $reversed, in addition to the $that we have already refunded for youThus, we have refunded the setup fee as of 1/16/You will no longer see any charges Authorize.Net from this point forward. You will see a total refund of $to the bank account on file in to days I again want to apologize for the misunderstanding, 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! Regards, Melissa S

Greetings ***, I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway
*** under business name “*** ***” and I will be responding to your complaint from this accountIf this is not the correct account then please let me know the correct gateway ID for referenceI understand that you have questions about billing. I would be happy to help Your complaint states that we have made promises that did not materialize. I’m very sorry to hear that, we do have free Merchant Support available 24/that could have helped you get up and running. If you ever choose to do business with Authorize.Net again I highly recommend utilizing that resource. That said, I do only see one transaction processed through this account that appears to be a test, so I have refunded $which is the amount of monthly fees charged to your account. The remaining $will not be refunded as it is a non-refundable setup fee. Feel free to reactivate this account at any time and you will not need to pay that fee again. I hope this answers all of the questions you had regarding your account and I’m happy we were able to refund you all monthly fees charged. Thank you again for contacting Authorize.Net through the Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, it has already been more than 1-business days and no refund has been received, despite what the offer saysIf Authorize.net follows through on this, I will consider this closed; however, until they do, I cannot consider this issue closed
Sincerely,
*** ***

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

Greetings ***, I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway *** under business name “*** *** ***” and I will be responding to
your complaint from this accountIf this is not the correct account then please let me know the correct gateway ID for referenceI understand that you applied for our services but did not know you would need a Merchant Service Provider in order to process payments and would now like a full refund, I would be happy to helpIn order to process online payments two services are required: A payment gateway account (Authorize.Net) A financial institution that handles the actual transfer of funds (Merchant Service Provider) You were approved for an Authorize.Net Payment Gateway but did in fact need a Merchant Account in order to successfully process payments. That said, I understand that the credit card acceptance process can be confusing and we’d like to retain you as a merchant if you choose to accept credit card payments in the future. So, I have processed a refund of all monthly fees as well as the setup fee which will result in a deposit to the bank account on file of $82.06. You should see this deposit occur by the end of this week or early next weekI’m glad I was able to explain the credit card process and provide you with your desired resolution. Thank you again for contacting Authorize.Net via the Revdex.com

Greetings Raquel,I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway *** under business name “*** ***
***” and I will be responding to your complaint from this accountIf this is not the correct account then please let me know the correct gateway ID for referenceI understand you are requesting a refund because this account was supposed to have been closed previously I'd be happy to help.This account was setup October 23, and was ultimately closed on August 27th of this year I understand that you believe you closed this account back in December however I am not showing any notes, logs, or recordings of you requesting this account be closed through Authorize.Net In fact, I show you logged into your account and initiated two separate chat sessions with one of our representatives on February 25th of this year with questions about how to search for transactions in your account It is possible that you contacted your Merchant Service Provider, *** *** *** and discontinued services with them but we are two completely separate companies and must each be contacted to close.As mentioned earlier, the account has been terminated and a courtesy refund of $*** was processed Unfortunately Authorize.Net cannot be held liable for the account not being closed as it is your responsibility as a merchant to contact and close any accounts you will no longer be using I hope this has helped shed some light on the matter and I'm happy we were able to issue you a courtesy refund Thank you for contacting Authorize.Net through the Revdex.com Have a great day, Raquel

Complaint: ***
I am rejecting this response because:As I stated in my response previously directly to you, I did not agree to have cancelled credit cards reactivated, as this is illegal and a violation of Visa/Mastercard rulesNowhere in your terms and conditions does it say you will update cancelled cards, as your attorney never would approve that statement because its illegalWhen I deal with a company here in the US I generally assume they follow the law, so I don't feel its my fault for assuming you are following the law, when you are not, especially when you fail to say that you will be reactivating cancelled subscriptions in your terms or anywhere on your siteThe reason this is not in your terms or on your website is again, because its illegal, your attorney would never approve of thisSo I should not be charged for something that is illegal as charging me for your illegal services would again be illegal.I cancelled the account updater feature on November as you stated today, and then you charged me for it on December In addition to re-activating cancelled subscriptions, you charge me for services after I cancelled them, again charging for cancelled services is illegal.Since you've failed to address my many emails I sent you before and failed to resolve my Revdex.com complaint today, tomorrow I will be following up with a complaint to the Utah Attorney General, FTC and also a complaint with Visa and Mastercard since you are also violating their rules.My bank is investigating my dispute and again I want that approvedI hope the Utah attorney general fines you more money than you have cost me for your illegal activities that you have confirmed in writing you are knowingly engaging in
Sincerely,
*** ***

Greetings ***, I would like to thank you for contacting Authorize.Net through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found gateway
*** under business name “*** *** *** *** ***” and I will be responding to your complaint from this accountIf this is not the correct account then please let me know the correct gateway ID for referenceI understand there were some problems with the funding of your customers transaction and subsequent communication regarding this matterI do truly want to apologize that you have had this experienceAfter researching your account and the details supporting your complaint, we may have a misunderstanding regarding the disbursement of your processed transactionsAuthorize.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 bankThis 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 cardOnce we have the authorization we pass the data along to the MSP in order for you to receive funding for your transaction(s)I can see from our end that the transactions that you are referring to were settled successfully with the MSP, in this case your MSP is Merchant FocusWhich means, they have all the data for the given transactions and funding then should take placeAny questions pertaining to the funding of your credit card transaction(s) need to be resolved with the MSP as we do not handle any funding for any transaction, we simple manage obtaining the authorizations in order for funding to take placeYou did also mention in your complaint that you “are no longer doing business with each other” I am not sure if this means with the MSP, Merchant Focus, or with Authorize.NetSo I have proactively closed the account with Authorize.Net as it was in an active status and there was no activity since the date of July 18thIf in fact your account should be active you would just need to simply let us know and we can turn it back on for you with no reactivation feeOnce again I do want to apologize for the inconvenience this has causedI am happy that I was able to provide you with additional information in this case, and hope that should you need a gateway service in the future, you think of Authorize.Net. Thank you for contacting us and have a great day!Tell us why here

***, Thank you for contacting Authorize.Net via the Revdex.com. I first want to apologize if I erroneously assumed you did not call in once you saw the fraud occurring, based on the notes on your account there hadn’t been contact to our customer service team about this issue, but that’s not to say it didn’t happen. I am currently working with our accounting department to determine what, if anything can be done with the balance. If a refund is processed, it will not be in its entirety. You as the merchant are responsible for the security of your website and the transactions that are processed through it (as documented in our Terms of Service in my previous response). I hope to reach a conclusion in the coming days that is acceptable to both parties involved. Thank you again for contacting Authorize.Net via the Revdex.com

Complaint: ***
I am rejecting this response because:What is missing from the information provided is the fact that on 18-Jan-I clearly informed Authorize in writing that I was filing a dispute with my credit card company, so Authorize could and should have waited to deal with the bank rather than processing the refund, two days after I gave notice that I was filing the dispute I also provided the dispute # so Authorize could follow-up In addition, an Authorize employee stated in an email on 1st-Feb-that the refund was indeed rejected by my bank due to the dispute, and the amount was returned to Authorize.There was absolutely no reason to go to the extreme of sending this to a collection agency, given the fact that the refund was rejected, and the fact that Authorize could have dealt with the bank directly
*** ***

Thank you for the prompt response! I will close the case and wait for the depositThanks again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***