Complaints

This profile includes complaints for Authorize.Net's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Authorize.Net has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Authorize.Net

  2901 N Ashton Blvd Lehi, UT 84043-5494

  
• 

  Authorize.Net

  PO Box 947 American Fork, UT 84003-0947

  

The 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:09/22/2023

  Type:Product Issues
  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/06/2023

  ****************,
  
  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 as I do understand the frustration you expressed.
  
  I can confirm the ** you referenced ******* was closed in May of 2023 and has not billed since that month, however if you are still seeing charges from Authorize.net it is possible that you had a second account. I would suggest reviewing the activation emails that are sent out for every gateway to see if there is a different account number you would have had. Please note that we do not allow gateways to be linked so each individual account must be shut down separately.If you cannot find any additional account number, please feel free to contact our 24/7 support line at ************ we can search by other parameters such as business phone number even if you arent able to provide a gateway account number.
  
  Thank you for contacting us and have a great day!
  
  Regards,
  
  ****************** 

• Initial Complaint

  Date:08/31/2023

  Type:Billing Issues
  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: ********
  
  
  
  I am rejecting this response because:

  You clearly acknowledged in your response I never used your services. The bills I received stated $0 due. However an amount was sent to collections. This is absurd behavior on behalf of a business. Your company should not be allowed to be in business. How does your company even charge fees for accounts that’s not active and never has been. Is this the only way the company makes money by scamming people out of money? 

  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 09/14/2023

  Hello ******,

  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 do see that you contacted Authorize.net on April 18, 2023,
  due to an email you received about a past due bill. You had indicated that you weren’t
  sure what the account was for, but you were able to log in and mentioned that
  you thought the gateway was for your website. The agent helped you see that
  your account was not in use and that it was in test mode and not hooked up to a
  website. You then advised that was
  everything you needed and disconnected the call. During the call you did not
  clarify if you would use the account, if you would pay the bill or if you would
  close the account before you disconnected. I don’t see another contact about
  this account after that. Since the Authorize.net gateway is billed like a
  subscription you would need to call to close the account to avoid being billed.
  This account was not closed so it did not stop billing and did get sent to our
  collections company for non payment.

  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,  
  Nicole W

  

  Business Response

  Date: 09/18/2023

  Hello ******,

  I apologize for the misunderstanding when you sign up for an
  Authorize.net gateway you do get billed every month whether you use the service
  or not, until you close the account, it is a subscription service that you must
  request to have canceled in order to not be billed. In my previous reply I went
  over the one contact you had with our company. You would also see a monthly
  charge with AuthNet DES: Billing as the descriptor on your bank account or
  credit card.  We are also available 24/7
  via phone or chat so that you can request to close the account.

  As a one-time courtesy I was able to waive the balance with
  our collections company, Landry & Jacobs, so you will not need to worry
  about paying any fees.
  I’m glad that I was able to assist you with resolving the fee
  on your account. It will remain closed. Thank you for contacting
  us and have a great day!

  Regards,  

  Nicole W

  Customer Answer

  Date: 09/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  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.

  I was billed for a service that I never made use of, I never accessed, and I never approved activating.I contacted the company and they said that maybe my website had caused the issue.Even knowing that I have not used the feature, they refused to remove the charge.I was never made aware of the activation of the future, or given the option to opt out.I contacted their support via phone and chat, was led to believe the problem was resolved, and then this morning (8/16) received a notice of a late fee being added to my balance.Im going to pay the six dollar balance to keep my account from being closed so that I can continue to do business, but I do feel that I am entitled to a refund of that six dollars for a feature I never enabled or made use of, or authorized being billed for.

  

  Business Response

  Date: 08/17/2023

  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 ID, ******* under business name ******************** and I will be responding to your complaint from this account.

  I understand your concern over being billed for a service that you state you never activated, accessed, or approved as you mention in your compliant, so I have reviewed notes from the interactions that you have had with our Customer Support Team.

   After reviewing the account, I did find that the that the Customer Information Manager was activated on June 21, 2022, and as mentioned in interactions with the Agents, an email was sent out to all Merchants as well as Partners letting them know of the change in pricing. I do see as a courtesy we reversed the $20 late fee as well however, as there were Customer Information Manager profiles created, we are unable to reverse the $6 charge.

   I am sorry 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,

  
  ******************

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  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.

  on july 28 we sign up with the ************* we use them for our website for rental watercrafts. The person that sign us up was Jared R*** and he was helping us with the set up. he schedule for training. On august 9th 2023 we receive an email that stated that our account is getting terminated effecting immediately. I call Jared R*** right away but no answer. So i called the customer service the could not tell me why our account was closed so i ask for supervisor they transfer me to and i was online waiting about 5-9 min and then they just hang up. so i called 2 times more and received exact same thing ask for super and hang up. After about 1 1/2 hour Jared R*** called me back i asked him why our account was closed he said he doesnt know but then he start asking me questions and he say that is because we were using there autorazation code wrong and i told him that we didnt know that was a problem nobody reach out to ask to help with that i told Jared R*** that when we do capture only on transaction that is for damages deposit and when customer bring back our vessel we refund that deposit back to them and i explain to him that we take copy of the customer driver license and original contract with signature of the customer. And he stated that because we were doing it wrong the close our account and he said that when we had training they should tell us about it but the person we talk never said anything about authorizing code because we were using just 4 numbers 1234 for that spot. Also we ha transactions that we charged customers never were deposit to our bank and they said is going to be refunded back to the customers. Today i went to my back and found out the charged us $1007.67 in 4 transactions. we ask them to reinstated our account back but all we get no and no explanation why and we requested a written letter from them and i was told we dont do that. Please help us to get to the bottom of this issue.Thank you and if there is any questions please feel free to call

  

  Business Response

  Date: 08/16/2023

  Greetings
  *******,
  
  I would like to thank you for contacting *************
  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 ID,
  ******* under business name “****** ***** ****** ***” and I will be responding
  to your complaint from this account.

  
  I can understand your concern over your account being
  closed without notification and apologize that you are going through this.
  Based off the attachments you provided in your complaint it appears as the
  information and the decision to close the account has come from Merchant One
  who is the partner that you worked with to set up both a gateway account and a
  merchant account.
  
  After reviewing the account, I did find that the gateway
  was set up directly through one of our Partners by the name of Merchant
  One.  ************* is acting as your
  gateway which if it has not been closed by either yourself or Merchant One, I
  would suggest doing that as well as gateway’s if charged or charged even if not
  in use. Due to the decision being made by Merchant One you will need to reach
  out to them directly as they would not provide that information to us as we are
  acting as a gateway for your account and not a Merchant Account. You can contact
  Merchant One at ###-###-####.

  
  I am sorry 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,

  
  Lynette W.

• Initial Complaint

  Date:08/09/2023

  Type:Billing Issues
  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.

  Hello, We initially signed up for an account with a company Im owner of ********************* **** An application was submitted and cancelled within a couple of days and we have confirmed receipt from the reseller that they cancelled it and contacted authorize.net to say that we wanted to cancel as well. Then you referred us to legal counsel for $65. This is very emotional distressing - Im exhausted from all of this! We cancelled because fees were too high and then you send us to debt collectors. Want to us immediately removed from collections and an apology. You sent to ********************************** for collections for such a tiny amount of which nothing is owed! We cancelled our application and services on 4/3/23 and received confirmation as such was received and cancelled Payment Gateway ID: *******

  

  Business Response

  Date: 08/10/2023

  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 the listed in your complaint, ******* under business name ************************* and I will be responding to your complaint from this account.

  
  I can understand your concern over being sent to a collections agency on an account that has been confirmed closed, so I have reviewed the gateway listed and found that the account had not been closed and why.
  The account that you applied for was an All-in-One Account which means we were helping you with the Gateway Account as well as your Merchant Account. Due to this type of account the only person that could close the gateway account would be the person listed as an Account Owner profile which would have been created during the set-up process. Unfortunately, I do not see any contacts from anyone with the business requesting to close the account. Additionally, reviewing the information for your Merchant Account it looks like we sent you to one or our partners and that they have never received a response from your business regarding the application process at all.

  
  Due to the reasons mentioned above you will need to work directly with the collections company to settle the balance directly with them. If you do have any further additional information regarding confirmation that the gateway was closed, please feel free to respond to the complaint filed and attach the confirmation documents.

  
  I am sorry 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,

  
  ******************

• Initial Complaint

  Date:05/17/2023

  Type:Product Issues
  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.

  I purchased an existing business March 1st 2023 and as part of the transition process contacted Authorize.net which is the payment gateway company for the existing business. I was directed by them in February 28th 2023 that I would need to change the account information and then the monies would be put on a hold. I was never contacted back after waiting several weeks I recontacted and was told that I needed to complete an appendix B, which I did and was told I would hear back in 24 -48 hours if there were any concerns. Several weeks went by with no response but I also didn't see any deposits into my account. I then called back and was told I needed to submit a change of account which included submitting a voided check, a verification of my business account from the bank and copy of drivers license. I did all that only to be told a week late that the address on file didn't match the address on my banking information. This of course was because the prior owners address is different. I was then told that this was no the correct way and I needed to submit the appendix B. I said I had already done that and they said the years in business was incorrect on the prior form and I would have to start over. Eventually after almost 3 months it got approved. Now they are holding my money from 3/1 to 4/28 saying the only option to receive it is to allow them to send it to the old owner and he wires it to me or have the old owner change his account information to mine. I am not in contact with the old owner and do not have trust in the old owner as the first time they "accidentally" released my money to him I didn't receive the full amount back. So I they are holding my money collecting interest while I struggle to pay bills and keep my family business open. Please help

  

  Business Response

  Date: 05/19/2023

  Greetings, *****

  
  In researching your complaint, I was unable to locate your Gateway Account to review the issue with funding. If you could please provide additional information such as the Business Name, telephone number listed on the account or your Gateway ID. I would be more than happy to locate the account to provide additional information.
  
  Thank you for choosing to partner with Authorize.net and I hope you enjoy the rest of your day.
  
  
  Regards,
  
  ****************** 

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  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.

  Authorize.net removed monies from a chargeback that was already determined settled in favor of our company by merchant services and bank of america

  

  Business Response

  Date: 04/18/2023

  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 business
  name “*** ****** *****” and I will be responding to your complaint from this
  account.
  
  I
  can understand your concerns over money being deducted from your account for a
  chargeback that was settled in your favor. I have reviewed your account and as you
  are only using Authorize.net as a gateway and not as a Merchant Service Provider
  we would not be involved in the chargeback process. You can review any charges
  from us by reviewing your billing statement in your account. Also, any charges
  from us would say either ANET or AuthNet billing in the descriptor.
  
  I
  am sorry 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,
  
  Lynette
  W. 

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising Issues
  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.

  We have a merchant, Vestright who we are needing to move over thier recurring transactions. We've spent 2 hours on the phone and keep getting bad instructions. Our merchant is losing money. We need to get their recurring payments moved over.

  

  Business Response

  Date: 03/29/2023

  Hello ******,

  Thank you for contacting
  Authorize.net through the Better Business Bureau. I do understand your
  frustration over our hold times and have other 24x7 options like support cases,
  and chat as well as phone. The best option for help with an extraction would be
  to have an account owner listed on the gateway call in or submit a support case
  to get assistance with a data extraction.

  Your merchant can also continue to
  charge transactions through our gateway in the meantime, so they aren’t losing
  money. The best phone number to reach us at is ###-###-#### and we are happy
  to assist! I’m glad I was able to provide you with this
  information.

  Regards,

  Nicole W