Authorize.Net

Complaint: ***
I am rejecting this response because: do you see what I'm dealing with?? Everyone just shifts me onto someone elseOut of everyone I've spoken to on the phone, no one had ever mentioned "merchantservices" whateverThe original company was Vagaro.com
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 there were some problems with the initial set up of your merchant account and subsequent communication during that process. I do truly want to apologize that you have had this experienceAfter researching your account, there are just a couple of things I would like to explainAuthorize.Net is a gateway service only; Authorize.Net does not offer merchant servicesIf any of our merchants need assistance setting up a merchant account we can reach out on their behalf to some third party vendors that we work withWith that being said, if for any reason your Merchant Account with another Merchant Service Provider has been terminated or declined, you can still reach out to our Sales Department, whom will be happy to assist you with applying for a new merchant account through another Merchant Service ProviderOnce approved, you can continue to process and fulfill your orders using that account I do encourage you to reach out to our Sales team, and they will assist you with the process of applying for new merchant account as soon as possibleThe Sales department can be reached by dialing (866) 437-0476, option However, if this is not an option that you no longer wish to pursue and would like to terminate the gateway service with Authorize.Net instead, you may reach out to our Customer Support by dialing (877) 447-3938, and a full refund can be issued to you at that time.Again, I want to apologize for any frustration you’ve experienced; 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 ***, Thank you once again for contacting us through the Revdex.comAs previously mentioned, we do show that the representative you spoke with informed you that you would need to close your Merchant Account with your Merchant Service ProviderBelow is an excerpt of the interaction you had with our agent: “Also your Merchant Service Provider (MSP) will need to be contacted to ensure that your merchant account with them is closedClosing your account with us, does not close your MSP accountI will also be emailing you a confirmation of the account closureWhat is the best email address to send that to?” I truly apologize for any confusion that the return address of the Cybersource statement may have causedIn order to further explain this connection, I have attached the Online Payment Services Agreement you completed when your Accounts were opened in March of On the application you will see that you also indicated that in addition to the Authorize.Net payment gateway that you wanted us to apply for an Internet Merchant Account on your behalfThat application was submitted to our partner CyberSource per your requestI would like to draw your attention to page where the steps of the application were explained and the definitions of the services you were applying for are outlinedPlease also see page where the Payment Gateway Services Agreement was agreed toFurther, Page shows where the Internet Merchant Account section was agreed to, separately, as these are separate servicesYou will also see that Page clearly explains the connection between Authorize.Net as a Payment Gateway Service and Cybersource as a Merchant Account ServiceAs they are a separate entity, the post billed charges by Cybersource are valid and I have confirmed that you will no longer continue to be billed by Cybersource, and by Authorize.Net. I again want to apologize that you have had this experience, I am glad I was able to address this complaint furtherThank you for contacting us and have a great day!

Greetings Daniel,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 Iwill 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 during the time of your account closure. I do truly want to apologize that you have had this experience.After looking into the information you have provided, the information doesn’t match what we have on fileI don’t have record of any sortof communication from you on our end, which leads me to believe you may have been trying to contact the Merchant Service ProviderUnfortunately this is a common issue, there are two entities involved with processing credit cards; First, the Gateway Service Provider (Authorize.Net), and Second, is the Merchant Service ProviderThis account was created 1/13/10:15:PM and our monthly fee for this account is $I do see that we have you connected to CreditCardProcessing.com as your merchant service providerIn addition, we only charge on a monthly basis and at the beginning of the monthThe $you have referred to was not charged by us and sounds as though it is coming from your Merchant Service Provider, CreditCardProcessing.com, to date we have only collected $36.42.I do apologize for the confusion and frustration this has causedOnce again I can confirm that your account with Authorize.Net isclosedYou may need to contact CreditCardProcessing.com to dispute the $that was charged to your accountThe contact number I have for them is *** ***I want to apologize once again for the inconvenience this has caused, 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]
I am rejecting this response because: They can't calculate dates "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."Was 'cancelled' less than a month later by their own response. My account was NOT set up and able to be used else they would have taken money out of my account rather than just harrassing me. They couldn't do that as it was NOT set up with my bank information and hence deposits were not able to be accepted. All this shows I did NOT finish signing up nor agree to anything. Have them prove I set up my account and it was functioning for the less than a month timeframe they state.This is ridiculous. 
Sincerely,
[redacted]

Greetings [redacted], 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. Per the attached document in my previous response 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 fee associated with creating the account. I truly apologize that you feel this was an act of theft, 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!

Complaint: [redacted]
I am rejecting this response because: Per the following email sent on May 25, 2017 (which also includes the text from the email sent on May 16th that was referenced in the response to our complaint), we asked for a response to our emails by June 1, 2017.  The email also states that if we received no response by June 1st, we would be requesting a refund of the full $810 overpayment instead of the two years ($360) agreed upon over the phone.  As the response to our complaint states, there was no response from Authorize.net to either the May 16th or the May 25th email, which is why we filed the Revdex.com complaint and are now requesting the full $810 they deducted from our account.  We're doing exactly what we said we were going to do if we got no response from them and now we're asking for Authorize.net to do what it should have done in the first place.Here is the text from the May 25 & May 16 emails to the Authorize.net customer service rep (Nestor):[redacted] <[redacted]> May 25 at 1:40 [email protected] bodyNestor,  Per my email dated May 16th (below), I asked when we can expect the remaining $180 balance of the refund due us.  Although authorize.net collected a total of $810 from us over a period of time when no service was provided, in late April I agreed to accept a refund of $360.  To date, I have received $180.  If I don't hear anything from you on this matter by June 1, 2017, I will be contacting the Revdex.com to file a complaint and if it gets to that point, I'll be requesting the full $810 you collected from us.  Additionally, I was told that it is your customer service policy to respond to customer contact in one - two business days.  I have yet to receive a response to my May 16th email.  [redacted] <[redacted]>May 16 at 9:44 AMTo [email protected] bodyNestor, we have been paying you $15.00 per month in error since October 2012 which you have accepted. This totals $810.00.  In late April I agreed to accept $360.00 of which we have received two payments of $90.00 each.  I will expect a response as to when the remainder of the $180.00 will be forthcoming.  If we do not get the $180.00, the Revdex.com will become involved at which time I will be requesting the total of $810.00.  Please advise today as to when we can expect the remainder.  [redacted]
Sincerely,
[redacted]

Greetings [redacted],Thank you for once again contacting Authorize.Net through the Revdex.com. I apologize if you have found our previous response unhelpful. However, I am happy to see that you were able to resolve this matter with your card issuing bank as instructed. If you truly believe this merchant is associated with illegal activity, you may report this to our Visa site, given that all the evidence and proof requested is provided. https://usa.visa.com/legal/intellectual-property-rights.html?ep=v_sym_ReportBran...⇄ No further investigation will be made on our part, but I hope this information helps you with what next steps can be taken. Thank you again for contacting Authorize.Net via the Revdex.com. 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 application and subsequent communication with the setup of your account. I do truly want to apologize that you have had this experience.  From review of your account, you applied for an Authorize.Net Gateway Account as well as a Merchant Account on 11/10/17; the Authorize.Net Gateway Account was activated on the same day.  Merchant Account applications take 2-3 business days to be processed.  During this application process, your name and/or business name matched on a list called the Terminated Merchant File list.  This universal list is maintained by all Merchant Account Providers.  When a person/company is added to this list, no Merchant Account Provider can offer a merchant account, until this has been rectified.   Authorize.Net’s Underwriting Department sent an email advising of this on 11/13/17.  The name and phone number of the company who put you on this list is Wells Fargo (888-798-3133), at this time you were advised to contact them about this issue.  The email also advised you to contact Customer Support to stop any future billing on the account.I have confirmed your Authorize.Net Gateway Account was closed on 12/19/17, and your Authorize.Net Merchant Account was closed on 11/13/17.  The balance of $91.50 has been reversed and the account balance due is zero.  I want to apologize for the miscommunication about your account setup, and I am glad we were able to resolve this issue for you. Regards, Melissa S.

Greetings,I apologize once again for the lack of communication it sounds like you have experienced.  I hope the entire process has been made clear to you at this time.  I completely understand why it would be hard to trust that the deposits would be made after being provided with misinformation in the past.  At this time I show there have been additional deposits made into the account and as I stated in the last reply those deposits should continue as outlined in the eCheck funding schedule.  Once again I apologize for any inconvenience but I am glad that we were able to finally come to a resolution.  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]

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 billing and subsequent communication with the closure of your account. I do truly want to apologize that you have had this experience. After looking into this account I was unable to track down any communication during the time frame in which you specified for any request to close the account. It sounds as though you had been in contact with your Merchant Service Provider (MSP) and potentially closed the account with them back in 2013. Because we are separate organizations, you would have needed to contact both parties to close the accounts individually. I do apologize for the inconvenience, unfortunately we won’t be able to process a full refund. Other than January of 2016 we had not received any request to close this account. With that being said, our support team has previously issued a refund of four months for a total of [redacted]. In addition, we have received approval and processed another four months bringing the total in refunds to [redacted]. You should see this hit your bank account within the next 5-6 business day. 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! Tell us why here...

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 of a duplicate account and subsequent communication on the closure of that account.  I do truly want to apologize that you have had this experience. After researching your account it looks like the only communication we have received prior to the 3rd of November, when this account was closed, was in April of 2015, which was related to some transactions. It sounds as though you may have spoken with your Merchant Service Provider regarding the closure, unfortunately Authorize.Net is a separate entity and the closure and any other issues related to the gateway would need to be addressed directly with Authorize.Net. In addition, I see that the last transaction processed on this account was May of 2015, which because the account had been used, Authorize.Net will not be refunding the full amount of the account. At this time we have already issue a refund of $45 and because of the inconvenience this has caused we will process an additional 6 months’ worth of fees, which will be a total of $135. This is a little more than half the amount of charged accrued since the account last transacted. You will see the additional 6 months of refunds deposited into your account within the next. 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 information. We thank you for choosing Authorize.Net and hope you have a great day!

Customer’s account with CyberSource was terminated per Customer’s request as of May 23, 2016 and while CyberSource agreed to waive the required termination fee, CyberSource never agreed to and do not agree to waive the setup initial fee for services.  CyberSource has fully performed its obligations under the agreement and such past due amount is still owed to CyberSource.

Greetings [redacted], Thank you once again for contacting us through the Revdex.com. I certainly apologize for any confusion, however based on the information you’ve provided, your billing issues and communication issues appear to be with Vagaro.Com. I have double checked your account and ensured that you will not be billed further by Authorize.Net. I would highly recommend reviewing your bank statement to understand who billed the fees in question, and reach out to that company directly to resolve any billing concerns. 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!

Greetings [redacted],I would like to once again thank you for contacting Authorize.Net through the Revdex.com. I will do everything I can to address your concerns. At this time, CyberSource holds all of the risk on the transactions you have processed because you have charged the cardholder and not completed the contract by delivering the goods. Before you requested to refund all of your transactions, the account was receiving chargebacks and causing an excessive amount of risk exposure.  This is why the account was closed and we are unable to have the account reactivated for you to process refunds. In addition, Authorize.Net has also received other complaints from your customers via the Revdex.com. Please understand that Authorize.Net does not have the ability to issue refunds on your behalf. These requests will continue to be referred back to you for resolution. Note that you still have the ability to refund those customers on your own. Your Payment Gateway account with Authorize.Net still remains in an active status. While you are not able to process refunds using the CyberSource merchant account, you can still reach out to our Sales department, whom will be happy to assist you with applying a new merchant account through another Merchant Service Provider. Once approved, you can continue to process and fulfill your orders, and issue refunds to your customers using that account. I do encourage you to reach out to our Sales team, and they will assist you with the process of applying for new merchant account as soon as possible. The Sales department can be reached by dialing (866) 437-0476, option 3.Again, I want to apologize for any frustration you’ve experienced; 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!

[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:  A) Incomplete explanation of the root cause B) failure to address recourse in the event funds cannot be collected from our customer given the length of time that has passed since the original transaction C) failure to provide clear procedures preventing this type of serious breach in the future.  Furthermore, the business has disclosed confidential information in their response (my id number).
Sincerely,
[redacted]

[redacted],Thank you for following up, I was able to find Gateway ID [redacted] under business name "[redacted]".  I will be working towards a resolution on this account.I see that this account was setup on 3/3/2015 at which point the account was activated and the Authorize.Net...

Merchant Service Agreement was accepted.  This is when billing on our accounts start.  I am also showing you contacted us via chat on 5/7/2015 asking about how you go about closing your account with us.  We explained that we could either do it over chat or you could call in.  You informed us you would just call in to close.  However, we were not contacted by you again until 1/6/2016 at that time, the only Account Owner listed on the account was [redacted].  At that time we let you know that [redacted] would need to call in to close or you would need to be added to the account before we could verify and close with you.  The following day you chatted with us again and this time you were listed on the account.  At that time the representative verified with you and informed you she closed your account.  Unfortunately, that was not completed and was a mistake on our part.  Finally, on 3/17/2016 you called in and we officially closed the account.With all of this being said, I would like to start by apologizing for the inconvenience caused by our mistake on 1/7/2015.  I have refunded 2 months for the incorrect closure that should have been processed at that time as well as an additional 6 months as a goodwill gesture.  The total refund is for 8 months and totals $[redacted].  I cannot refund the full amount for you as you did accept the terms of service and actived the account.  It was available for use during the entire timeframe it was open.  I am glad I was able to refund the majority of what you have requested though.As for the second account, Gateway ID [redacted] I am showing you submitted an eTicket request on 12/7/2015 to close the account and that account was closed that day, so no refund can be issued on that gateway.  I'm glad I was able to explain what happened with these accounts and provide you with a resolution in this matter.  Thank you 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 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 7/14/2017. I’m sorry that we were not able to locate a Merchant account provider for you. 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, we have refunded everything that Authorize.Net billed you for, which consists of the gateway fees, including the Account Set up fee, totaling $138.52.   You should see your refund in the next 5-6 business days posted to your bank account. 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! Regards, Melissa S. Tell us why here...