Nuvei Technologies

Horrible experience. We have a seasonal business in eastern Canada. Was continually charged after returning our terminals. Was told we would be charged nothing further upon termination only to have a $345 fee charged at the end of the month. I asked them to pull the recording of the calls and they said they don't keep them. They have a horrible reputation for extra/hidden fees. We own 4 businesses and they have lost all of our business.

As a merchant that needs fast funding and quick response to solve any terminal issue, we appreciate it that Nuvei does a great job in helping us deal with card transactions. It is easy to call customer service and get things done. Keep in touch with Nuvei whenever any issue arises, you will find they are very flexible and negotiable.

After dealing with so many credit card processors, I truly think Pivotal Payments is one of the best merchant service providers now. They have 24/7 in-House customer support and everyone I talk to is professional and ready to help answer questions and solve problems quickly. Also their rate can be very competitive and lots of things are flexible and negotiable. Keep doing the great job!

Great company. Very fast and compared to our previous processor the call center is very quick and professional - even for my case which was very complicated but in the end resolved.

I have used Pivotal Payments (now Nuvei Technologies) for a few years and they have been good up until last November when I had a family come in on the same day and make 2 transactions (dad paid in the morning and them mom paid in the afternoon not knowing that dad had paid). As soon as the mistake was figured out her transaction was voided before a batch was made. Here comes the headache. Her money was taken out of her account and never put back when the transaction was voided. We did everything we could with this company to get her money back and all we were told was that they did not have it and the transaction never happened. When I called tech support I was told to never void a transaction, but to got to menu and follow the steps to refund it. By the way if you are not supposed to void a transaction why is the Void button put on the main screen and the Refund hidden down inside 3 different menus?? After all of this transpired the mom disputed her transaction and her bank disputed the wrong card, they did her husbands instead of hers. Our account was deleted by the amount for a charge back. When she realized her mistake, she had the bank return that money and dispute the right card. Again our account was deleted for the amount. Here lies the problem!

The first charge back was taken out
The money that was returned never got into our account
The second charge back was taken out

It has now cost me 3 times the amount it should have for one transaction. The company has been no help what so ever and there famous last words, "there is no record of that transaction"

Avoid this company at all costs. They are no longer customer friendly, their customer service reps are no help, and in the last few months their hidden fees have added on an extra $200.00 to our monthly costs. On top of all that we had to pay a "penalty" for dropping their services. Lesson Learned.

This company will impose fees on the merchant without notification for a business coach service that I did not sign up for but supposed to opt out of. And will not refund u the full amount. Will tell u that if u want to cancel that u will have to pay cancellation $395 fee as well after they took out 10 months($30/month) fees I did not agreed to or was aware off. They told me that I supposed to be greatfull for the the 3 month refund that they r willing to offer me as an exception but continued to charge me for the service that I canceled at the and of January 2019

Absolutely horrible company. I will never trust them again. They closed our account AFTER processed 2 transactions and after saying that we were approved. We never got the money we were supposed to get once we processed the transactions. On 1/9/19, I as the Manager and wife of the owner of our tax business, filled out the application to use InvoiceASAP. We received an email from InvoiceASAP saying welcome and get started at 5:04 p.m. We received another email from InvoiceASAP saying congratulations your account is now setup to accept credit cards and invoice payments at 6:26 p.m. on 1/9/19. On January 10th at 2:02 pm, we received an email from (The Help Desk ). The subject of the email said InvoiceASAP and Nuvei merchant account, document request. It reads as follows:
We need your help to finish setup for credit card processing with InvoiceASAP. Sometimes we're required to verify information to be able to send payments to you. So we need proof of ownership of valid checking account such as a voided check or Bank letter. We just need this for account verification. Once you receive this we can complete account setup.
We provided the documents requested and emailed it back to the help desk then we received a email at 11:58 am on January 11th 2019 saying:
Thank you for contacting the help department. We have received your email and we'll review as soon as possible. It may take up to one business day to receive a response.
Then I received a phone call wanting to verify who I was. I told them that I was the owner's wife. Gave them my name and number, verified business name, address and EIN number. I never got the young lady's name because I thought everything was ok.
I processed 2 transactions: $125 on 1/22/2019. The other transaction was processed on January 11th 2019 for $900.00.
I have 2 email stating that Nuvei had approved both transactions. Then I get a another email on Wednesday at 10:12 a.m. and it reads as follows:
We need your help to finish the setup for credit card processing. Sometimes we're required to verify information to be able to send payments to you. We need the EIN verification letter form the IRS, three months of bank statements from account ending in XXXX and proof of ownership. We just need this for account verification. Please email the documents to help at globalonepay.com. Once you send this we can complete account setup. Thank you for your help with this.

We sent the documents on Wednesday at 7:37 p.m. Then today we receive an email from the help desk stating that our merchant account was closed, without any warning or anything.
During this process we have to refund the money from our account when WE NEVER RECEIVED THE FUNDS FROM THE TRANSACTIONS. They were holding the funds and was going to hold the funds for 180 days from the date of the last transaction. RIDICULOUS!!!!

The issue that I have is that we did not have any notification that they were other items that need to be verified before we process any transactions. Now we are having two give money back for services rendered which we may not be able to get a later date. This is an inconvenience to us as customers and as a business. If we had known that this was going to happen, we would have NEVER process ANY transactions. We thought we were approved and to have this disrupting experience has caused a lot of issues because we are getting this message in the middle of tax season.
HORRIBLE BUSINESS PRACTICE!!!!

I'm so thankful to William at Pivotal for his prompt assistance to dispute charges of United Parking. Thanks too with Pivotal Management did a good job in Mosaic Parkland, maintain clean and peaceful environment.

Mrs.

spent over 3.5 hours on the phone trying to update my new terminal. something I was told would be taken care of in sending my new terminal. upon researching a new company I discovered that pivitol is .5% more expensive than others. I was also told I could not cancel with them and would cost $390.00 to cancel early. I was a 8 year customer of theirs and am happy to say I will be switching my account over to a better company and experience with another company that appreciates loyalty and commitment.

Great company with integrity! I would recommend them highly!

I have found PIvotal Payments to be professional, informative, available and accessible, helpful, and the people I have dealt with are people of integrity and professionalism.

We are a small business that has worked with Pivotal Payments for 2+ years. In that time they have always provided exceptional customer service. As with so many local small businesses, our sales have declined to the point where maintaining the contract with Pivotal was impossible. Understanding our situation, Pivotal worked with us to terminate our contract with incurring fees. A bit thanks to a large company understanding the plight of today's small businesses.

Excellent service and quick response times whenever I had questions.