Authorize.Net

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 initial set up 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 I have found that your account is eligible for a refund on that setup fee of $[redacted], in addition to the $[redacted] that we have already refunded for you. I apologize for the misunderstanding, we have submitted the refund for that charge and you may expect to see it within 5-7 business days. 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!

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 concerns about our data extraction process and policies.  I’m sorry for the inconvenience, but I would be happy to help with this. The data extraction process can potentially take 4 to 8 weeks because it involves not only a submission of the legal waiver, but a legal review before an extraction date is confirmed.  We must process the extractions as they come in, and because of the sensitivity of the data included, the request must be completed with individuals who have the clearance to view, extract, and encrypt the data. We prefer to quote a higher timeframe on these requests, as it can be influenced by a number of different factors; however, I see that your data extraction was completed on December 29, 2017, (two weeks and two days after your waiver was submitted) and the files have been sent. Again, I would like to apologize for the delay of your data and our process, and I will be submitting feedback on how to better this process in the future.  Have a wonderful day! Regards, Melissa S.

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 was an account balance sent to collections and that charge is being disputed.  I would be happy to help.                I would like to start by apologizing for any confusion as it relates to this account but I would like to help clear that confusion up.  As you have stated we do only have two users listed on the account [redacted] and [redacted].  This is the reason our representatives would not divulge any information to you.  For security, Authorize.Net will only release details about an account after verifying security information with a listed user.  That said, I do understand the situation you are in and am able to help with a resolution in this matter.                  I reviewed the account in depth and found that [redacted] did in fact call in on May 7th, 2015 seeking to close the account.  Because of her user level on the account an employee of Authorize.Net believed she did not have authority to close the account and advised [redacted] call in.  Taking that call into consideration and the date the call was made, I have contacted our collection agency Landry & Jacobs, removed your company from their records and have reversed the late charges.

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 approval of your account. I 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 approved. I have attached a copy of your service agreement showing your electronic signature as well as the approval email for your merchant account application. Per the approval of your merchant account, the email was sent on 5/18 to [redacted]. With that being said, our customer service team has refunded the monthly charges accrued since creation, which is a total amount of $38.71.  Unfortunately there won’t be any further refund as I have provided the documents showing your agreement and the approval. 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],  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 approval of your account. I do truly want to apologize that you have had this experience. After researching the account and the charges that were owed, I was able to reverse those charges, which leaves you responsible for the remaining $49.00 setup fee. In addition, I can confirm that your Authorize.Net gateway has been closed and you will no longer be contacted by our collections agency. To handle the balance for the $49.00 setup fee, please contact Customer Support at (877) 447-3938. The bank account on file appears to be frozen, which will prevent us from collecting payment appropriately and may result in going back into collections if left unattended.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!

[redacted], All dates that I provided are accurate in Authorize.Net's system.  You stated that the account was closed within a month, I'm wondering if you are perhaps confusing Authorize.Net's payment gateway service with a merchant service provider that you may have been declined for.  Accepting credit cards require both a gateway (our service) and a merchant service provider (financial institution that handles the funding of transactions).  It is possible that you were approved for Authorize.Net but declined  a merchant account.  If that were the case, Authorize.Net can apply for multiple partners or you can seek to obtain one on your own.  Again, because this account was created and available for use, Authorize.Net is not able to refund any fees associated with this account.  I hope this helps clarify the credit card process and thank you again for contacting Authorize.Net via the Revdex.com.

Greetings [redacted],  Thank you for reaching back to Authorize.Net through the Revdex.com. 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 setup of your account. I do truly want to apologize that you have had this experience.   There are just a couple of things I would like to explain. Authorize.Net is a gateway service only; Authorize.Net does not offer merchant services. When 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 account. With 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 Provider. Once 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 5/2/2017. In addition, our Customer Service team has issued a refund for the monthly fees in the total of $49.17. There was another charge on the account for $49.00, which is what makes up the total of $98.17. The $49.00 is a setup fee for the creation of the Authorize.Net gateway. At this time, Authorize.Net successfully created the gateway account, received notice that your application with CyberSource was declined, and so we submitted the application to Merchant Focus, which is still pending their review and approval of the merchant account application as of 4/7/2017. Unless Merchant Focus determines they will not be able to approve you for any merchant services, we will not be able to refund the setup fee per the terms of service. Per your agreement to those terms, the setup fee is nonrefundable. However, the amount of $49.17 has been refunded and you should see it in your account within the next week.  I do encourage you to reach out to Merchant Focus to inquire on the status of your application, as they may be able to approve it. They can be reached by contacting (800) 895-4085 ext. 16. You can also try reaching Liz W[redacted], the Underwriter for your application directly at lw[redacted]@merchantfocus.com. Should they approve your account, you can reactivate your Authorize.Net Gateway account at any time to begin processing. You may contact our Customer Service team at (877) 447-3938 to complete this process. I again want to apologize for any 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!

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:I'm only rejecting just to let this company know that this business also had another company that he scammed people out of money which was called sole kicks.com he is opening up companies in different names with the same address in TX. This is sad that know body have caught this but me from searching and doing an investigation into his business his solekicks.com is also on Revdex.com as well with many reports. Maybe Authorize.net should do better with who they represent. I did contact my card and they refunded me.
Sincerely,
[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,
[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 have been charged for an account that you were not using.  I am sorry to hear that and will be happy to help you with this situation.You mentioned that you are a current Authorize.Net merchant and have been for some time, we appreciate your business!  After reviewing the account a decision was made to refund an additional year of service as the account was not used.  In total you will receive 19 monthly gateway fees and the sole late payment fee you were charged on this account refunded to you, the amount of your refund will be $390.00.  The reason that the full amount will not be refunded to you is because you did indeed authorize the creation of two accounts.  I have attached the online application that you filled out and e-signed confirming you wanted this account setup.I am glad I was able to help get you an additional 12 months refunded back to you and I hope I was able to adequately address your concerns.  Thank you 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 that there were some problems with the billing and subsequent communication with the setup of a second account. I do truly want to apologize that you have had this experience. After researching the details you have provided I was able to find two accounts in our system, both of which have since been closed. I can confirm that $120 has been refunded on the account that was created by [redacted]. In addition, after researching that account further Authorize.Net would like to honor your request for an additional $60, which will be processed today and should show in your account within the next week. I again want to apologize there was miscommunication regarding a second account. However, I am happy that I was able to provide you with your desired outcome 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!

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 some fraudulent transactions along subsequent communication related to those transactions. I do truly want to apologize that you have had this experience. Authorize.Net is a gateway service, we are responsible for obtaining an authorization from acquiring banks related to the credit/debit card information that is passed to us. The merchant’s or business’ that use our service are responsible for gathering the customer’s information and passing that data to us. In addition, they are responsible for the security of that information from the moment they collect it from the merchant to when it is passed off to Authorize.Net. We don’t alter or change that information but simply pass it to the card issuer to obtain an authorization in order for the Merchant Service Provider (MSP) to complete funding for the transaction(s). We do have a fraud detection service that can assist in limiting the types of transactions that are passed through Authorize.Net, however this service and the filters don’t detect whether or not a transaction is fraudulent. Again, based on the parameters you set in your account it will narrow down the types of transactions you are allowing through the account. You can find additional information about our Fraud Detection Suite and how it works from our website.

Per a previous conversation you have had with one of our customer service representatives, you would need to speak with your MSP to discuss the transactions you are referring to and what options they have for identifying whether or not a transaction is fraudulent. I have not been provided details related to your specified transactions, however if the transactions were settled successfully it is because the information provided to us for authorization was confirmed accurate and successful information from the card issuing banks. As mentioned, you would need to speak with your MSP regarding the funding and settlement of these transaction as Authorize.Net is responsible for the authorization and your MSP manages the disbursement of funds. Once again I do want to apologize for the inconvenience 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!

[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.

Greetings **, Thank you for reaching back to Authorize.Net through the Revdex.com. 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 setup of your account. I do truly want to apologize that you have had this experience.     There are just a couple of things I would like to explain. Authorize.Net is a gateway service only; Authorize.Net does not offer merchant services. When 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 account. With 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 Provider. Once 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 5/3/2017. In addition, our Customer Service team has issued a refund for the monthly fees in the total of $33.33. There was another charge on the account for $49.00, which is what makes up the total of $82.33. The $49.00 is a setup fee for the creation of the Authorize.Net gateway. At this time, Authorize.Net successfully created the gateway account, and we submitted the application to E-OnlineData, which was ultimately approved for a Merchant Account as of 4/28/2017.   Had E-OnlineData declined your application for merchant services, we would then seek a refund for the setup fee. However, they approved your application. Per your agreement to our terms of service, we completed our part in assisting you with setting up the Authorize.Net Gateway Account and this is what the setup fee is for. Thus, the setup fee is nonrefundable. However, the amount of $33.33 has been refunded and you should see it in your account within the next week.    We want to ensure that you receive the best service possible to help your business needs. You may reach out to E-OnlineData at (877) 685-6271 with reference to merchant ID [redacted]. Should you decide to keep their services, you can then reactivate your Authorize.Net Gateway account at any time to begin processing. You may contact our Customer Service team at (877) 447-3938 to complete this process.   I again want to apologize for any 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. I again apologize for any confusion with our Underwriting process, and I have passed your feedback to our Underwriting team for consideration. There are just a couple of things I would like to explain concerning the billing you’ve mentioned in your response. Authorize.Net has gateway and merchant account services available, and both services are billed separately. When your application was submitted to us, the option was selected for us to set up the gateway and submit an application for a merchant account on your behalf. In this case, your merchant account was opened by our Merchant Account Acquiring team. The two different services are described within the attached completed Online Payment Services Application you completed on 8/23/2017. That description is as follows: * An Authorize.Net Payment Gateway Account is the tool that enables you to authorize, settle and manage credit card and electronic check payments. ** A Merchant Account is an account that is used specifically for the purpose of collecting proceeds from bank account and credit card payment transactions. A Card Not Present (CNP) merchant account is used by merchants who receive payments electronically or in situations where payment is not physically presented to the merchant by the consumer at the time of the transaction. A Card Present (CP) merchant account is used by merchants who receive payments The fees you’ve described in your response are for the availability of the payment gateway services, and are not related to billing for the merchant account. These fees were included in the Authorize.Net Service Agreement, which required your agreement prior to the account setup.  You can find that agreement here, for your convenience:

The payment gateway has been open and available for your use since it was activated on 8/23/2017. On 10/3/2017, you spoke with April, from Merchant Account Acquiring, and she explained, despite any funding hold, the merchant account is open and ready to process transactions, and you would receive the funding for your transaction within 2-3 business days. 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 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 gateways [redacted] and [redacted] under business name “[redacted]” and I...

will be responding to your complaint from these accounts. If these are not the correct accounts, then please let me know the correct gateway ID’s for reference.   I am sorry to hear about the trouble you have had with the Account Updater service and that this has caused you issues with chargebacks and additional fees you were not prepared for. You agreed to our service for the Account Updater which states: "Account Updater automatically checks for changes to card information stored with your subscriptions and customer profiles, and updates the card information if available from the card issuer.  By clicking I AGREE I confirm that I have read and accept the Additional Services Addendum and Fees." - You cannot get past this part of the sign up process unless this is checked and 'I AGREE' is clicked. As services were rendered per your agreement to the Account Updater Terms of Service, the fees are applicable, as updates were provided to the card data saved on your account. When using Account Updater, this feature does update any subscriptions in an Active or Suspended Status. If you have any profiles or subscriptions that you do not want to use, it is recommended to remove the cards on these to prevent further updating when using Account Updater. A FAQ article on this feature can be found here:

I have confirmed that Account Updater was disabled on November 27, 2017. The charges for Account Updater billed on December 1, 2017 were post-billed fees from updates performed in November 2017 prior to your cancellation of the Account Updater service.  No further cards will be updated, nor will there be charges for Account Updater. We value you as a merchant; we have issued a credit of $219.90 that has resulted in a small credit of $6.25 between both accounts. I will also be submitting feedback to upper management and our product support teams regarding your experience with Account Updater, so we can avoid any confusion in the future with this feature.  I am very sorry if Account Updater appeared misleading. We are always happy to answer any questions you have about our product and services. Our phone support is available 24/7 at 877-447-3938, if you ever have a question that needs immediate attention.  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. Tell us why here...

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. However the business name is "[redacted]". 
Sincerely,
[redacted]

Greetings,                 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 when requesting closure on your account.  I do truly want to apologize that you have had this experience. After reviewing your account, I see that there were a couple interactions a while back related to processing transactions as well as some processor update questions. The most recent interaction we received from your organization was this last December regarding a new account owner form. Other than what has been mentioned, unfortunately I don’t have any record of an interaction for account closure. I see that the day this case was opened (1/20/2016) you had spoken with one of our mangers, Logan, in which all this information was presented. It was also discussed then that we would be able to process a refund going back two months for a total $[redacted] and any further refund on additional months would not be granted. The $[redacted] has already been submitted which should show up in your account within 1 to 2 weeks. I again want to apologize that you have had this experience, 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!