Complaints
This profile includes complaints for Authorize.Net's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 53 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22608911
I am rejecting this response because I no longer have access to that account as it has been closed. It is the correct gateway number and correct company name. I wish all communication regarding this matter to be via this platform or directly to my email address at *********************************************
Sincerely,
****** *******ivity previously, they closed my account and seized the funds on account. These were put on hold by the risk team for 90 days. I was told I could ask for the funds to be released after thirty days, I did this, and they still refuse to release the funds, despite ether being no chargeback or dispute on the payment. They did this on the grounds of 'business model concerns'. They refuse to communicate what concerns they have, and discuss how these concerns are not shared by any other financial institution that I do business with. I run a small business on very tight margins, and this is having an adverse impact on my cashflow. None of my clients in the history of my business have charged back or dispute a single payment made. I believe it is unreasonable to withhold my funds, and unacceptable not to communicate with me as to why. I have tried to discuss this with their customer service, but the system is Kafkaesque and designed to confuse and deflect rather that help find a resolution.
Business Response
Date: 11/28/2024
Greetings Gareth,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ***************** and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.
I want to apologize for the misunderstanding/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!
Regards,
**** *******Business Response
Date: 12/06/2024
Hi Gareth,
I appreciate that you provided a feedback regarding your issue with Authorize.net and I apologized for what happened and I know how difficult it may cause you. I appreciate that you provided detailed information regarding to what happened on your eCheck service, specially on to withhold your funds.
I also apologize for the confusion when you are communicating with our supports that helps and find a solution. Rest assured that your concern will be accommodated and resolve. I understand that you are asking for compensation for the delay. We will thoroughly review your concern and your request.
I also checked the history of your conversation with our support and I notice that you talked to a supervisor regarding your concern. I would like to check that first if it will resolve your issue before we can discuss about the compensation you are referring about. I am also monitoring the case so you don't have to worry about.
We are always looking for ways to improve our Client Experience and welcome all feedback youd like to provide.
Let us know if you have any questions,
Best regards,
Joan
Supervisor | ***** Client Care | Acceptance Support | Authorize.netBusiness Response
Date: 12/11/2024
Greetings Gareth,
I would like to thank you for contacting Authorize.net through the Better Business Bureau. As before, I will do everything I can to continue to resolve your concern in a manner that benefits all parties involved.
I completely understand that you would like to get the funds released and be compensated for the charges. Please understand that it is an industry standard to hold funding due to the possibility of returned payments. I am actively monitoring and coordinating with Merchant Acquiring team regarding the release of your funds, but I do not have any updates yet.
I apologize for any inconveniences. Rest assured, once we have an update, we will provide you with further information as soon as possible. Thank you for contacting us, and have a great day.
Regards,
****, FCustomer Answer
Date: 12/12/2024
Complaint: 22608911
I am rejecting this response because again you just issue me with meaningless scripted platitudes. At this point I doubt I am even dealing with a real person and '****" is simple an AI generated response. It is not industry standard to seize funds for over 45 days to protect from chargeback, ************** standard time frame is 5 days. Again, you have offered no insight as to why you have withheld my funds. I have a 100% clean record with processed transactions with Authorize.net including many payments from the client - ******* - whose payment you have held.. Please see attached screenshots - evidence of two subsequent payments from ******* the same Client who's payment you have seized. Why would they continue to pay me if they intended to chargeback on the echeck payment you have withheld? You have reason to suspect they will, and in fact the evidence provided overwhelmingly indicates they will not. They are even willing to write a letter to confirm this. Please issue me my funds without further delay.
Sincerely,
****** *******Customer Answer
Date: 12/06/2024
Complaint: 22608911
I am rejecting this response because I am yet to receive my held funds. I wish to have funds released and compensated for the charges to my ***** account that the hold has caused.Sincerely,
****** *******Initial Complaint
Date:10/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22413966
I am rejecting this response because: I’m still waiting to have a three-way call with the business to see if they will release funds then I will update.
Sincerely,
Pamela Bates817-704-9486 (best contact number) availability anytime. Let me know when to expect a call (need asap)
to continue to withdraw money from my account for their fees. Why should they continue to charge me for service that they discontinued and stated that I could no longer use. This has really put a damper on my small business and I would like for my funds to be released. My company name is: *****************Business Response
Date: 10/14/2024
Greetings Pamela,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway 2666687 under the business name “SMS” 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 concerns about the funds you have not received since you started processing using START as your Merchant Service Provider. I know it can be frustrating to be charged for using the service without seeing the funds deposited into your bank account. Here at Authorize.net, our role is to process your transactions and submit them to your Merchant Service Provider, which in this case is START. It is then START's responsibility to deposit the funds into your bank account. I am not entirely sure why they are holding your funds if there are no chargebacks from your customers. Additionally, I would like to confirm that I am looking at the correct account. You mentioned that your company name is Pams Hair Designs, correct? Can you send us the correct GWID so I can check it.
The only thing I can do is to arrange a three-way call with them, as this issue can still be resolved on their end. During the conference call, we can discuss the next steps to ensure your funds are deposited. I will also need your best contact number and your availability so I can arrange a callback.
I want to apologize for the misunderstanding/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!
Regards,
John, FBusiness Response
Date: 10/15/2024
Greetings Pamela,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway 2666687 under the business name “SMS” 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
Thank you for providing the contact information. We will call your Merchant Service Provider and arrange a three-way call with them as soon as we receive an update from you, whether they will release the funds so we can take appropriate action.
Thank you for contacting us and have a great day!
Regards,
John,FCustomer Answer
Date: 10/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22413966, and find that this resolution is satisfactory to me.
Sincerely,
Pamela BatesInitial Complaint
Date:08/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
July 31 This Authorize.net company sent me a receipt they collected for another company ( Local Presence Online 2 ) because they are a ( ***************** The problem is that I have not done business with that other company ( Local Presence Online 2 )for three years, and Authorize.net still takes money from me even though no one can reach this Local Presence Online because they are out of business. The company ( Local Presence Online 2 ) they are collecting for is no longer in business, and my credit card company can not reach anyone.Business Response
Date: 08/05/2024
Greetings ***********************,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located a gateway under the business name Local Presence Online 2 and I will be responding to your complaint from this account.
As a gateway we cannot refund or stop charges on behalf of the companies that use our service to charge their customers. You would need to work with that company directly Local Presence Online 2 or since you mentioned you are having difficulty communicating with them, you can also work with your card issuing bank to dispute the charges if they were charged illegitimately or you can also file with the BBB to address that company rather than the gateway service they are using.
I understand the frustration when there is a lack of communication from the business that is issuing a charge. I am happy that I was able to provide you with further information and I have also included the business phone number we have listed for that business below. Thank you for contacting us and have a great day!
Local Presence Online 2
**************Regards,
******************Initial Complaint
Date:07/31/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22073556
I am rejecting this response because:I was double billed from authorize.net for over a year. You were supposed to close my first account when my 2nd account opened. Then after over a year when I realized that you were taking money for both accounts (one of which I no longer used) I called and tried to cancel with you and the *** said he could not cancel it because I didn't know the password (I only knew the password for my new account. I tried to get him to email me a password since you guys have my email. But he said he couldn't. He did not give me any options of how I could cancel it. It is very frustrating when a company is taking your money and I had no way to cancel it. So I went to the bank and had them do a stop payment because I did not know any other options. I was going to just forget about the hundreds (maybe even thousand) of dollars you charged me for a dead and unusable account. But then you sent me a bill for $40 something and I emailed back and explain all my problems and said "if you want me to pay this I will, but then I will file complaints and leave bad reviews for authorize.net. No one responded until I got notice that it went to collection. So, I just paid the $68 to the collection company. But I am still unhappy and disappointed with Authorize.net. HUGE HASSLE TO CANCEL. TERRIBLE CUSTOMER SERVICE. UNREASONABLE CHARGES.
Sincerely,
***************************Business Response
Date: 08/02/2024
Greetings *******,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name mikesmirrors com 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.
In reviewing your account, I do not show any contact to our Customer Support Team requesting the account to be closed as all accounts are closed either by phone or chat only; which are open 24/7.
Per our merchant agreement in the below link, you agree to automatic monthly charges until you request the account to be closed. Since this did not happen, we continued to bill you each month. The account was closed on April 30th due to a past-due balance and was sent to our collections agency, ****** and ******, on July 18th, 2024 after sending you 3 email notifications of the past-due balance.
In order to qualify for any refund, the balance must be resolved with our collections agency, ****** and ******. Once the balance has been resolved with our collections agency, please reply here with the month and year that you closed with your merchant services provider and I will be happy to see how much of a refund you qualify for.
********************************************************************************************************
I 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,
Lincoln G.Business Response
Date: 08/12/2024
Greetings *******,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name mikesmirrors com 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 believe I was able to find the newer gateway that was created when you switched under the business name of "ATOP AUTO BODY and MIRRORS." I do see that you chatted in 12/5/2023 wanting to close your old account, but for security reasons chats can only help with the account you are logged in to; the team member suggested to either log in to the old account or call our 24/7 number for assistance. I do see that you called in later, but disconnected in the middle of the call before the account that needed to be closed could be identified. Because of this, the account, gateway *******, was never able to be closed and kept billing you per the merchant agreement referenced in the last response.
I do see, however, that you did pay the collections agency, so I was able to issue you a refund of 6 months of the fees that were billed. This totaled $188.00. Refunds can take between 1-2 weeks to fully process and post to the bank account that we have on file. I would recommend making sure that the bank account that we were billing is aware of the refund so they don't reject it.
I 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,
Lincoln G.Initial Complaint
Date:07/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My account with ********************** was fraudulently opened and I was charged monthly fees for over a year. Once I realized what was happening, I contacted the company, at which time I was informed that someone other than myself opened my account. I was instructed to submit a police report, which I did; send them proof of that filing, which I did; and I was told my amount would not be sent to collections while the dispute was being investigated. They sent my account to collections, and are now telling me I must wait for resolution, and that they will not take my account out of collections. Extremely poor customer service and communication by **********************.Business Response
Date: 07/29/2024
Greetings Yona,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ************************* and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.
Upon an initial investigation into your case, it appears that our department that handles these inquires has not received the police report that you mentioned you had submitted. The police report is a critical piece of evidence in our investigation and in resolving this issue.
I have had our department reach out to you to request that you email us with the report attached. Please continue to work with that department to resolve this issue.
I want to apologize for the misunderstanding/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!
Regards,
****************Initial Complaint
Date:07/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22016824
I am rejecting this response because:This is the original project scope below. I've removed private information. You can compare to your records.
Hey *********,
We would like to inform you that we have initiated the migration process from our end. So, we request you to kindly get in touch with Authorize.net to initiate migration either by sending an email or by filling a migration form (if available in their website). While submitting a migration form or email, please make sure to notify Authorize.net to include the below information in the migration:
Customer details : Customer Name
Phone Number
Email Address.
Card information : Card Number
Expiry
Card Holder Name
Billing Address.
SCA status (or SCA Network Transaction ID) to reduce the decline of SCA mandatory cards.
Please do let us know once the migration file is ready, so that we can proceed accordingly.
The below is the next step of migration.
we have included Stripe's PGP Public key, as Zoho Payments uses Stripe as its processor.
Authorize.net can import this public key and encrypt the ********* file using the following command:
gpg --encrypt --recipient xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx CardDataFile
This command will create a CardDataFile.gpg file with the following information:
Key ID: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Key type: RSA
Key size: 4096 bits
Fingerprint: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
User ID: Stripe Import Key (PCI) <*****************************>
Please find the Stripe's PGP Public key in the attachment.
Regarding your query on experiencing any downtime of your payment gateway during the process, we would like to inform you that you will not face any hiccups as such.
Feel free to reach out to us in case you have further questions
Regards,
******* SThe message above clearly outlines the scope and says nothing about sending me the data. Your team decided to change the scope. If you're not going to own up to this or refund my money, that's fine. I'll be posting my opinion about Authorize.net everywhere I can and will inform my clients to not to use your services.
o the original case details and the specific instructions I relayed from Stripe/Zoho Payments.I am requesting a refund for this failed migration, which did not yield the results clearly specified. I am willing to pay $250 for a successful migration completed according to the original scope.Thank you for your attention to this matter.Sincerely,******************************* -----------------------------------------------------------------------------I'm unable to fit the original migration scope and specifications below due to length. I'm happy to provide it, which clearly outlines what Authorize.net was SUPPOSED to do.
Sincerely,
*******************************Business Response
Date: 07/22/2024
Greetings *********,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name BlueSoft, LLC. 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 the frustration of the original extraction not going as planned. In your initial request, it is not clear if the extraction data will be sent to Zoho or Stripe. Authorize.net has different processes for extractions depending on if the extraction is going to Zoho or Stripe, we asked for this clarification on 4/9/2024 at 5:33 pm and 4/11/2024 at 6:29 pm. Your response to this is that the extraction file was going to Zoho.
Upon our account specialists reviewing the data extraction waiver submitted, on 4/17/2024 at 5:13 am, we let you know that if the data is going to Stripe, we have a process in place to just send it to them directly. Your response to this was to send the data to you so you could send it to Zoho. The data extraction was then completed and the data was sent to you on 5/29/2024 at 7:17 am. All times mentioned above are in Mountain Time.
The reason the second extraction will be billed is because you had requested that the extraction data be sent to you despite multiple attempts to get clarification on where the data needed to be sent.
I want to apologize for the frustration; 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,
Lincoln G.Customer Answer
Date: 07/23/2024
Complaint: 22016824
I am rejecting this response because it is clear that you are selectively presenting data. The bottom line is that you did not adhere to the original scope of the project. It is disappointing that instead of acknowledging the miscommunication from both sides, you choose not to refund the payment for an unsuccessful export. I am more than willing to pay for a successful export or transfer. However, it is disheartening that a multi-million dollar company would withhold $250 when the original request was not fulfilled.
Sincerely,
*******************************Business Response
Date: 07/23/2024
Greetings *********,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name BlueSoft, LLC. 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.
The information you posted is what was put in your case originally. However, since it mentions both Stripe and ****, our account specialists needed to be absolutely sure what party the data needed to be sent to. This is because, as explained previously, we have a separate process for a data extraction data going to Stripe compared to if the data extraction data is going to Zoho. All times below are in Mountain time.
Here is our original request for clarification on 4/9/2024 at 5:33 pm:
"Hello *********,
Thank you for reaching out to us regarding your extraction and answering the questionnaire.
One thing we need to confirm you are moving to Zoho/Stripe.We need to know if the files are going either directly to Zoho or directly to Stripe. If you could please clarify this we can get this extraction process going for you.
Thanks,
Authorize.net Account Specialist."
You then posted the same information you had before, so we asked for clarification again on 4/11/2024 at 6:49 pm:
"Hello *********,
Thank you for reaching out to us regarding your extraction.
One thing we need to confirm you are moving to Zoho/Stripe.We need to know if the files are going either directly to Zoho or directly to Stripe. If you could please clarify this, we can get this extraction process going for you.
Thanks,
*****
Authorize.net Account Specialist."
This was your response to the second attempt to get clarification. You posted this response on 4/15/2024 at 6:33pm:
"The files are going directly to Zoho Payments"
Our account specialists then sent you the data extraction waiver and once you sent it back, they reviewed the waiver and once again stated that we have a separate process to get the data to Stripe and gave a third opportunity for you to state that the data was going to Stripe; this was on 4/17/2024 at 5:13 am:
"Hello *********,
We noticed you mentioned you are moving this data over to Stripe. We do have a direct relationship with them and are able to send the data to them directly. If you want us to send it directly to them, please fill out the attached form instead as it is slightly different from the other. If you would like us to still send it to you, then just let us know that.
Regards,
Authorize.Net Account Specialists"
Here is your response on 5/22/2024 at 11:39 pm:
"Please just send it to me. I'm sending it to Zoho Payments, who uses Stripe I guess."
Authorize attempted three times to clarify where the data was to be sent because we could've just sent the data extraction data directly to Stripe if you had specified that the data was going to Stripe. Because you stated that the data was going to Zoho and then eventually you requested that we send the data to you directly, we processed the data extraction and sent the data to you directly.Because of this, the second extraction will be billed.
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,
Lincoln G.Business Response
Date: 07/29/2024
Greetings *********,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name BlueSoft, LLC. 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.
The comments shared were not selectively presented. The case and all case comments are available for you to see any time to fact check. There would be no point in selectively presenting the comments.
Authorize.net made three clear attempts to state that we have different processes for sending the data extraction data directly to Stripe then for sending the data extraction data to you/Zoho. Authorize.net mad three clear attempts to specify where the data extraction data was to be sent. Authorize.net processed the data extraction and sent the data directly to you. Since the service was rendered and delivered as was requested, the extraction cannot be refunded.
I want to apologize for the frustration; 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,
Lincoln G.Initial Complaint
Date:05/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 21688031Dear Better Business Bureau Officer,
I sincerely thank you for your continuing very kind help in helping us in our contentious issue with the company (Authorize.Net - Visa).
I am rejecting this response because:
The company's response is just further obfuscation from the company in order to hold our stolen funds illegally. It becomes immediately patent from the company's verbose, but without any just reason, response, during any legal proceedings, that the company has no legal basis or authority to hold our funds, especially since I (the merchant) had categorically informed Authorize.Net's agent (**** in the **************** that we do not wish to dispute this particular chargeback. This was also mentioned in our initial BBB complaint that I had specifically asked the customer to ask for a chargeback from their credit card firm. Therefore, Authorize.Net cannot legally claim a potential dispute from our side as a basis for holding our funds. Also, contrary to the company's contention of 120 days being the industry norm for holding funds, my discussions with my attorney have yielded this to most probably be untrue, as well, since no business can function if customers are allowed 120 days to dispute transactions, since then the customers may just use our products (electronic devices) and return within 120 days (for any reason), which is much beyond the industry standard return policy of 15 to 30 days.
In any case, based on this company's similar egregious behavior towards numerous other small businesses, as evidenced on your platform, I wasn't expecting any way the company would pay back our stolen funds through this complaint, not including the multitude of requests that we have made to the company over the past several weeks, before seeking recourse on your very helpful platform.
Therefore, as exceedingly also in the interest of securing other small businesses in ******* against Authorize.Net's similar fraudulent activities, I have brought this issue to the attention of US Attorney General ***************************** and multiple states' Attorneys General, and asked my company's attorney to initiate legal proceedings against this firm to recover our stolen funds.
Sincerely,
*****************************
** has stolen my $799, which I need back. I will be contacting different states' Attorneys General in this regard, but wanted to seek your very kind advice first.Thank you very much for taking a look at my issue with this fraudster company (as evidenced by many other complaints on your platform), and sincerest regards,Nikhil
Sincerely,
*****************************Business Response
Date: 05/15/2024
Greetings Nikhil,
I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name DISRUPT **** 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.
After reviewing the account and contacts under this gateway I was able to see that there was a closure of the account by our risk department, please note that we do not disclose reasons for risk closure due to the risk of fraud. Also please understand that as part of an automated process when a chargeback happens it is deducted from the account balance and can cause a negative account balance which would result in a debit if there have been no other transactions on the account. The held funds are not released in this situation as the merchant can dispute the chargeback and the customer can initiate the chargeback again in such a disputed situation.
The 120 day hold of funds and this entire process is an industry standard that helps protect against fraud and loss for all companies involved. Please know that the funds that are being held will be released after the 120 days or earlier depending on the chargeback situation.
I want to apologize for the misunderstanding/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!
Regards,
******************Customer Answer
Date: 05/21/2024
Complaint: 21688031
I am rejecting this response because:This company has indulged in blatant crime - they have been holding our funds illegally for numerous weeks, then they stole funds from our bank account without any prior notice, and, most egregiously, neither of these funds - the ones they are holding and the ones they stole - have been used to pay the customer back for almost 2 weeks now. Since these acts are serious financial crimes, we have brought it to the attention of federal and state law enforcement authorities.
Sincerely,
*****************************Business Response
Date: 05/21/2024
Greetings Nikhil,
To address your concerns, I would like to refer you to Visas public rules and Mastercards chargeback guide.While you are correct that customers are not always allowed to dispute charges up to 120 days, there are situations and laws that require this ability to be available to card holders. These can be found at these URLs or by searching the individual credit card network's chargeback rules and guidelines.
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*******************************************************************************Also, as explained on the same phone call that you referenced in your answer, this does not allow us to indefinitely keep funds; we can merely hold them for a limited amount of time. It was also explained that you can request an early release of funds. I cannot guarantee that our risk team would allow that, but working with our risk team would be the best way to expedite any release of funds.
I understand that navigating these policies can be complex and sometimes frustrating, but I do assure you our company complies with all known applicable law, regulations, and requirements. Should you feel the need to further pursue this matter legally. Please direct all legal enquiries to our **************** at the contact information below
Attn: Legal.
Authorize.Net
P.O. Box 8999
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Fax:************
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