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 are concerns the closure of your account and the billing of services for your Authorize.Net Payment Gateway account and your Cybersource Merchant Account. I do truly apologize that you’ve had 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. In this case, your Merchant Account was opened by our partner, Cybersource. After some investigation, I can see that you closed your Authorize.Net payment gateway account on 5/22/2017 on a chat with one of our agents. During this chat, the agent mentioned that you would also need to close down your Merchant Account with your Merchant Service Provider, and that closing your Authorize.Net Payment Gateway does not close your Merchant Service Provider account. The final billing for your Authorize.Net Payment Gateway Account was in the amount of $0.35 under the billing descriptor “AUTHNET GATEWAY BILLING” on 6/1/2017. This was for transactions and batches processed in the month of May. This is the same billing descriptor that Authorize.Net would have used at any point we billed any bank account or credit card we have on file for any of the fees associated to your Authorize.Net Payment Gateway. I have contacted Cybersource today and can confirm that your Merchant Account is now closed. The fees charged were post billed, meaning that any billing in June would have been for services rendered in May for transaction processing and any other associated fees. They have also investigated any possible refunds you may be subject to, had your Merchant Account been closed on 5/22/2017, and they have advised that as you used your account in May, the fees you were charged would still be valid.  If you need to discuss billing with Cybersource, you can reach their customer services on 866-203-0975. I have also confirmed that for any credits, debits or adjustments they have ever done within your bank account, it would have been listed under any of the following descriptors:“CYBERSRC BKCD DEPST”, “CYBERSRC BKD ADJMT”, “CYBERSRC BKCD”, “CYBERSRC BKCD CRGBK”, “CYBERSRC BKCD M DSC”, or “GLOBAL PMTS INC EFT“The descriptor used by Cybersource would depend on what action they were taking within your Merchant Account.  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],             I again want to apologize for this experience, I can understand how frustrating it can be. As mentioned previously, our engineers are looking into the issue you are encountering and doing everything they can to get you a resolution. Marissa is in direct communication with our engineers and currently waiting for further information to provide to you. This issue you are encountering will be something that Marissa can handle with you directly, which she will keep you informed as she receives new information. I can see from further review of your account that our agents have offered a suggestion of deleting those ARB subscriptions to prevent further billing on those customers. This is a temporary fix that would stop the issue in the meantime. Which, we can then create new subscriptions from previous transaction to help you avoid gathering all your customers details a second time. We understand this is not ideal, however this a fix until we can get complete resolution. We understand the inconvenience this has caused and are sincerely apologetic. We do want to thank you for your patience and the time to advise us of this issue. We thank you for using Authorize.Net as your payment gateway and would hope that you 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 you applied for our services but were declined and would like a refund.  I would be happy to help. First I’d like to apologize for any confusion or frustration caused trying to obtain a merchant account but I’d like to clarify the situation with you and hopefully come to a mutually beneficial resolution.  On 7/15/2016 you applied for and were APPROVED for an Authorize.Net Gateway account.  However, Authorize.Net does not work as a standalone service, you must also have a financial institution called a Merchant Service Provider (MSP) in order to process credit card payments.  During the application process you indicated that you did not have a Merchant Service Provider and wanted us to apply for one on your behalf.  This was done for you and ultimately this is the service you were declined for, not an Authorize.Net Gateway account.  You did have the ability to apply for a Merchant Account on your own as we work with many different providers and still utilize our service. With that being clarified, I do understand that the credit card application and acceptance process can be difficult and confusing, so I have reversed all fees charged on your account including the setup fee as a courtesy.  You should see the funds deposited back to the bank account on file but the end of this week or early next week.  I’m glad I was able to provide you with your desired resolution and I 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 are concerns the closure of your account and the billing of services for your Authorize.net Payment Gateway account and your Cybersource Merchant Account. I do truly apologize that you’ve had experience. After reviewing your account, it appears you have been in contact with National Payment Systems, who would have sold your Authorize.net account to be used with their merchant services, along with the credit card equipment. All of our calls/written communication are tracked, and I was only able to locate the eTicket you submitted 6/20/2017 requesting the closure of your account, which was completed with a confirmation email sent to you on 6/21/2017.  I have also reviewed billing for your account, and there were no instances where Authorize.net has billed you for services for this account. From our records, your account with Authorize.net was activated on 6/15/2017, and closed on 6/21/2017. Section 6.1.1 of the Authorize.net Service Agreement
details that billing will begin on the Effective Date (this is the date you signed up and activated your account.) , and typically, you would be billed a prorated amount for the time the account was open; however, I have prevented this amount on your account.  Because we couldn’t locate any charges from our system, it seems as though you were billed by National Payment Systems. I would recommend calling them on (866) 747-5499 to discuss.   I again want to apologize for any 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!

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

have found gateway [redacted] underbusiness name “[redacted]” and I will be responding to yourcomplaint from this account. If this is not the correct account then please letme know the correct gateway ID for reference. I understand your concernregarding the holding of your eCheck.Net funds and would be happy to furtherexplain.            As with anycredit card or eCheck transaction, consumers have a right to dispute charges ontheir account.  Generally the time frameto submit a dispute is 60-90 days. Because of this, Authorize.Net determines after an underwriting processif a hold will be placed on your account. This is to protect both Authorize.Net and yourself in the event of achargeback or fraudulent activity.  Thishold is something that cannot be removed except by our underwriting team.  I have spoken with them and after reviewingyour account I can provide you with some good news, I was able to reachan agreement with them and they have agreed to release your funds today (May 8th,2015).  This means that you should seeyour $[redacted] deposit within 2-5 business days.                I hopethis helps clarify why Authorize.Net placed you on a funding hold and I’m gladI was ultimately able to work with our team to provide you with your desiredoutcome.  Thank you again for contactingAuthorize.Net via the Revdex.com, have a great weekend.

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 problems with the billing and subsequent communication with the approval of your account. I deeply apologize that you have had this experience.             After thoroughly researching the account, I show this account was in fact created on 4/27 as you mentioned. During this time, we can see there were two test transactions that were submitted using your own information. Both of these transactions were successful, which indicate your merchant account—through the Merchant Service Provider that was selected for your application—had pre-approved your application. This means the Authorize.Net account was active, in service for use and had also been used.             Since then, this account was closed as of 10/14/2016 due to nonpayment, roughly 5 months later into the service. We had not received any communication to close the account in order to prevent any future billing from occurring until 11/09/2016. Since we’ve been in contact with you, we have worked with you to reverse the $45.00 balance on the Authorize.Net account, ultimately bringing the balance down to zero. Doing so prevented this account from being sent to the collections agency and so your business credit should not be affected, respectively. In addition, we have approved and processed another two months bringing a total refund to $50.00.             Again, I want to apologize for the miscommunication; however I am happy that I was able to provide you with further information and address this issue for you.  Thank you for contacting us and have a great day!

Greetings [redacted], Thank you once again for contacting us through the Revdex.com. As previously mentioned the monthly fees have all been reversed, as we are aware there were not any services rendered. Per the attached document in my previous response, it was agreed upon to have the Authorize.Net gateway 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 if there was any confusion with regards to the setup of the Gateway Account versus the Merchant Account, however the online application is valid documentation stating that you agreed to the setup and billing for this account. That said, we are granting a courtesy refund to you for the setup fee, and so you should see a full refund in the amount of $79.36. 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 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 resubmitted transactions on October 18th. I 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 customer. We do apologize for this inconvenience as this has impacted our merchants and their customers. Any 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 error. Regarding 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 fees. As 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 information. We 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.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 on May 11, 2015 and May 13, 2015, related to some processor update questions, as well as logging in to the account. Other than what has been mentioned, unfortunately I do not have any record of any other interaction for account closure. With that being said, Authorize.Net is a month to month service; we don’t have any contracts so the cancelation fee you mention sounds as though it is something related to the Merchant Service Provider (MSP), since we do not ever charge cancelation fees. However, it appears the $64.29 that you mention is what is owed to Landry & Jacobs, and was only recently sent to them as of May, 2017. Had we received your call prior to April 1st, 2017, we definitely would have been able to help prevent this.In addition, if you have already paid Landry & Jacobs the amount in question, please note that Authorize.Net will not be able to physically process any refunds at this time because we have to wait for Landry & Jacobs to send the payment to Authorize.Net first. However, at that point, Authorize.Net has an excellent refund policy in which we would be happy to review, and confirm how much of a refund we can issue to you. If you closed your merchant account with your Merchant Service Provider (MSP) prior to closing with Authorize.Net, there is a great chance we can issue a refund to you. If you would like to get an idea as to how much of a refund we can get for you, please reach us at (877) 447-3938, available 24 hours a day, 7 days a week (closed major holidays), and we can go over absolutely everything with you.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!

Complaint: [redacted]
I am rejecting this response because:I have handled this matter on my own accord
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 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 set up fee of $49.00. This fee as well as the additional $26.61 has been reversed. The $26.61 sould have already been sent to your account and the remaining $49.00 will show in your account within the next week. I again want to apologize for the miscommunication, however I am happy that I was able to provide you with further information and address this issue for you.  Thank you for contacting us and have a great day!

Greetings [redacted],Thank you 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 or shipment. 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 [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 with subsequent communication related to those transactions. I do truly want to apologize that you have had this experience. There are just a couple of things I would first like to explain. 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. Essentially, fraudulent individuals will target specific websites that do not require a significant amount of cardholder information for processing, to run large quantities of card numbers created by a mathematical algorithm, which will determine whether or not they are valid numbers. This type of situation is—unfortunately—not uncommon in the ecommerce world and merchants on all different gateway services and platforms can be affected.Having given a little background on the situation, any type of refund for suspicious activity is offered as a courtesy to our Merchants that have incurred over $200.00 in transaction fees, so long as the merchant has contacted us within 90 days from the date of billing. It is ultimately your responsibility to monitor the transaction activity within your account. However, you were billed for these fees on 12/1/2016 and did not contact us until 7/5/2017 to resolve the matter, which is more than 90 days.To help resolve this matter, here is what I think would be the best way to approach this. For the entire span of the fraudulent activity, you will need to obtain the total amount of transactions that took place that were fraudulent. Once you get the number of transactions, please contact our Customer Support at (877) 447-3938 and request to speak to our Advanced Support department, and them only. From there, they will take the information you have collected and they can request for a courtesy refund from our Finance Department. PLEASE NOTE: Because this falls outside of 90 days, this will require additional approval from our Finance Department. If approved, you will still be accountable for $200 of the additional charges, in addition to what you normally pay in a month.To prevent this from happening going forward, 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 do not 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. http://www.authorize.net/solutions/merchantsolutions/merchantservices/frauddetec...⇄ 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!

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. There are just a few things I would like to clarify with you to avoid any confusion. The reason you were billed is because you signed up and agreed to the terms of service and the fee schedule. You can see the details of what you agreed to here: [redacted] Section 6.1.1 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 basis. The first payment shall be due on the first day of the month following the billing effective date. I apologize if this was in any way unclear, however, in order to activate the account, a box must be check to state that you agree to the terms of service and fee schedule, or billing would have never commenced. After researching your account, due to the activation and agreement to the terms of service and fee schedule, on 11/1/2017, you were charged $86.10, comprised of the $49.00 non-refundable set-up fee, prorated fees for the month of October, and the gateway fees for November. I can see that you had a discussion with one of our agents on 11/2/2017. During this discussion, your account was closed with an outstanding balance of $86.10. The agent refunded the gateway fees in the amount of $37.10. On 11/8/2017 we received a returned item totaling $86.10 from your bank stating that this payment was not authorized. This brought the account balance to $49.00, which represents the non-refundable set-up fee. As a gesture of goodwill; and though this is not typical, I have reversed the $49.00 setup up fee, leaving the account balance at zero dollars. 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. If you decide you would like to use our services, please contact us at 877-447-3938 (24/7) and we can reactivate your account. 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 you have never used your account and were sent a decline email and would like a refund.  I would be happy to help. Let me start by explaining what happened.  Your Authorize.Net gateway application was in fact, approved.  However, you also indicated when applying that you would like us to apply for a Merchant Account for you (both a gateway and merchant account are needed to process payments).  The decline email you got was for the merchant account application and not Authorize.Net.  If you wish, you can apply for any number of merchant accounts on your own and if approved, connect them to Authorize.Net. With all that said, I understand this process can be quite confusing and understand why you may have thought that it was your Authorize.Net account that was declined.  I have reversed all fees and closed this account.  Should you wish to use Authorize.Net in the future, please give us a call and we can reopen this account free of charge.  I apologize again for the confusion but am happy I was able to provide you with your desired resolution.  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 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 reversal on that set up fee of $49.00. At this point I can confirm that your account is closed and there is no outstanding balance on the account, nor will you see any further charges. I again want to apologize for the miscommunication, however I am happy that I was able to provide you with further information and address this issue for you.  Thank you for contacting us and have a great day!

Complaint: [redacted]
I am rejecting this response because:I have not received a refund for this, although it has been several days since the refund was supposedly issued. The statement from Auth.net said there was miscommunication and problems with the application. However this is not the case. The only problem with the application is that Auth.net negated the contract by failing to offer the service that I requested. The only miscommunication was on the part of Auth.net. I have emailed them 6 times now and called twice. The issue is still not resolved. Auth.net does not return my emails, hung up on me once after placing me on hold for almost 20 minutes once and failed to answer the phone at all the second attempt at calling. I was unable to use Auth.net once and never logged into my account. After numerous attempts to contact them to close my account, they charged my bank account $86.50. Authorize.net has hundreds of similar complaints across the web. My matter and one other similar matter has been sent to my attorney for a class action lawsuit against Authorize.net. I continue to gather new inquiries for inclusion in the lawsuit as Authorize.net continues their illegal business practices.
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 initial approval and subsequent communication with your eCheck application.  I do truly want to apologize that you have had this experience.After looking into your account I can confirm that the funding hold has been removed and we have received all proper documentation needed for funding of you eCheck transactions. Your account was approved on the 29th of March and from that point you are eligible for accepting and processing eCheck transactions. In regards to funding your transaction, for security reasons Authorize.Net requires specific documents to ensure security of the information you are processing. In your case we needed a copy of your business license, confirmation of secure checkout for your website, and privacy policy. These documents are needed for all applicants to ensure proper business practices. The funding hold was removed on the 7th of April and going forward your account will follow the 5 day funding hold schedule. 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]...

[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 about the set up and billing for the above referenced account, and I would be happy to assist. In review of your account, I can see that we were contacted on 10/31/2017 with a request to set up a payment gateway and find a Merchant Account for use with the Gateway. We were further contacted on 10/31/2017, once the Gateway was set up, with questions pertaining to billing of customers, billing for the Authorize.Net service, and the set-up of the Merchant Account. However, as you’ve stated that this was created in error and you have no need for our services, we have closed your Authorize.Net account, and refunded $74.81, comprised of the $49.00 set up fee, and gateway fees for October and November. I have also reversed the charge of $25.00 billed on the 1st of December, which was returned on 12/6/2017 stating that the payment was stopped by customer. This brings the account balance to $0.00, and we will make no further attempts to bill you. You should see $74.81 back in the bank account we have billed within 5-7 business days. I 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 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. Though we are sorry to see you go, I have closed your account per your request. You will be billed nothing further. After researching your account, I can see that you are eligible for a refund of all of your fees because of the issues pertaining to the set up of a Merchant Account. I will also be passing this feedback on to our Sales Team. I have refunded the full amount you were charged. $86.50 will go back to the bank account we have on file within 7-10 business days. I again want to apologize for the experience you’ve had, however I am happy that I was able to address this issue for you.  Thank you for contacting us and have a great day!