Complaints

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

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  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:03/03/2023

  Type:Service or Repair 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.

   
  Complaint: 19534856
  
  I am rejecting this response because: this business is a scam and the fake collection company they have harassing me for false debt! My account should not be sent to collections because no services was used or offered! I cancelled this service since you all couldnt approve me and no other companies contacted me so thats a lie a manager never offered me any refund!!!! And he was rude and refuse to help so stop the lies! He wanted me to pay for a service that was cancelled the same day! Why would I pay for a debt thats not mine And I never used that account you all are scammers and it shows. Update this Balance now to show this account was cancelled and update the account to 0! Also contact the fake law firm and tell them to stop harassing me because I owe no balance thats against the law! Why are they contacting me and harassing me?? This is not my debt thats on you all for not cancelling correctly. This company is a scam and I see many complaints about this scam for the same amount also! 

  
  Sincerely,
  
  Afiyaa String

  s wrong and I need this account with authorize.net cleared asap $74.66 and remove my name out of collections with ********************************** asap! I donot owe you all anything!

  

  Business Response

  Date: 03/17/2023

  Greetings Afiyaa String,

  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. Regarding your account *******, that account was setup through our all in one option that includes both a gateway and merchant account. However, we are not able to approve the merchant account portion for every business that applies and as such when a merchant account is not available through Authorize.net, we do offer to send your application to other companies we work with or for you to continue to use the gateway with a merchant account that you would separately establish.

  This is explained in the email that is sent out as well as the requirement to contact us to close the gateway if you do not plan on using it.
  Once the gateway is established there is a monthly fee for having the account open, but you can close at anytime by contacting our chat support once you are logged in to the user you setup or calling in to our 24/7 support at ************. We dont have any record of contacting our support until the 3rd of March after the multiple emails had been sent regarding the delinquent balance and then was sent to collections.

  
  Our supervisor did try to come to a resolution on that day you contacted us that would include a refund but after refusing this resolution and expressing your displeasure with the suggestion the supervisor noted that the caller had disconnected.

  
  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: 03/24/2023

  Hi ******,

  
  Thank you for responding. I do understand your frustration but when you sign up for an Authorize.net account you put in your billing information and check the box to agree to be billed once you have activated your gateway. We dont have any record of your request to close the account so this would continue to bill until you contact us which you did after you received the notice that it was sent to collections. We do send multiple emails prior to sending the bill to ****** and ****** to let you know that the account has a balance and will be closed. Also,if we are unable to find a ******** Service Provider for you, you can always attach any ******** Account of your choosing to the gateway, being denied for a ******** Account with one of our partners doesnt close the gateway which is separate and was also information provided to you via email.

  
  Although, you turned down the resolution that included a refund with our supervisor previously, as a one-time courtesy I have pulled back the balance from ****** and ****** and brought the balance on your account down to zero. I also checked to make sure the account remains closed so that you dont get billed again. I hope this helps and Im glad that I was able to address this issue for you.

  
  Thank you for contacting us and have a great day!

  
  Regards,

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

• Initial Complaint

  Date:01/19/2023

  Type:Order 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.

   
  Complaint: 18837472
  
  I am rejecting this response because: Yes, I already heard this from support. You could have denied our application before you accepted our funds. However, you decided to approve and accept funds under fraudulent pretenses as outlined in the complaint. IF you do not release our funds I will be forced to file a complaint with financial services in **** and file local theft complaint with the police in **** as well. You have already held our funds for over 30 days and have access to our account which we have been in business for over 4 years with no issues. You can also send BACK OUR CUSTOMERS THEIR MONEY which we asked for once you started holding the funds and we can work with REPUTABLE provider to deal with processing our customers and our company who work with the federal government daily. I will ask all companies to file BBB complaints as well. No compromise on your side is not going to be acceptable.
  
  Sincerely,
  
  *****************************uthorize,net gateway and that I would need to sign up for echecks with authorize.net. So, I think lets prove echecks Fraudulent buisness model. I go through the onboarding process again and they APPROVE ME just a few weeks later in January 2023. Payment Gateway ID: ******* I submit the first weeks of checks in January and just as before they closed my account with about $6,000 in deposits. I ask for how long will the funds be held? They say 90 days. Perfectly prooving the fraudulent scheme. I have all of the emails to prove. I request that they release my funds immediatly or I will be forced to report this scheme to the authorities. Small business owners do not trust your funds with echecks. ******************* needs to get away from this merchant providers fraudulent business model. This fraudulent business model can cripple or end your small business.

  

  Business Response

  Date: 01/25/2023

  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 both gateways listed in your complaint, ******* and ******* under business name Contractor Registrationand Contractor ******************** LLC and I will be responding to your complaint from this account.
  
  I can understand your concerns over the funding hold for eCheck transactions. This is a standard practice for all new eCheck merchants; as with all underwriting done, there are internal checks and balances in place to ensure the protection of Authorize.net and the businesses we work with. As part of these underwriting practices, it is standard to have a funding hold period.
  
  At Authorize.net our standard funding hold period is 5-7 business days; however, the underwriting team performs a final review once the first transactions are processed and during that final review it was found that we could not support the business model. I did reach out to our underwriting team to see if there was anything we could do to release the funds earlier and unfortunately, we do need to wait the 90 days that you were originally given to ensure that all transactions are covered, and no chargebacks issued due to already seeing some chargebacks and returns.
  
  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,
  
  ******************

  

  Business Response

  Date: 01/31/2023

  Greetings *********,
  
  Thank you for responding so quickly and I do understand the frustration with being provided the same information as provided originally so I reached out to Risk and *********************** to see if there was anything we could do to release the funds. Unfortunately, due to the number of returns and a chargeback recently, we are unable to release the funds as we need to ensure that there is enough time for all Financial Institutions to clear all eCheck transactions that have been ran will clear.
  
  Thank you for contacting us and have a great day!
  
  Regards,

  ****************** | Team Associate, Client Support | Authorize.net | phone: ************
  
  VISA CONFIDENTIAL:The information contained in this transmission (including any attachments) is confidential and may be privileged. It is intended only for the use of the individual or entity named above. If you are not the intended recipient,dissemination, distribution, or copy of this communication is strictly prohibited. If you have received this communication in error, please erase all copies of this message and its attachments and notify me immediately.
  
  

   

• Initial Complaint

  Date:11/09/2022

  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.

   
  Complaint: 18379030
  
  I am rejecting this response because:

  *******,

  You have word for word repeated the response I've received earlier from other authorize.net representatives. You still failed to identify the root cause of my cancelation and fund hold.

  Why did your underwriter only review my company after processing my client payments and not prior? Authorize.net approved my company at every step during my on-boarding. I had no reason to believe you would cancel my account unilaterally providing only a subjective statement of cause.

  I've been in business for over 15 years, doing business with another processing company. Curious that you classify my company as a risk. Even more mysterious that Authorize.net will not state the criteria or process needed to release my funds prior to 90 days.

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

  

  Business Response

  Date: 11/21/2022

  Greetings *******,
  
  Thank you for responding so quickly and I do understand the frustration with being provided the same information as provided originally so I reached out to Risk and *********************** to see if I could gather any other information regarding why your eCheck account was cancelled and unfortunately, the only additional information that they can provide is that in order to maintain the integrity of our underwriting process, we are unable to provide any details for the reason for the decline.   However, I also found out that some additional information has been requested and even if you can not provide invoices if you have a contract of sale or any other documentation that shows what the services are for that can be forwarded to our *************** and they can review for an early review.
  
  Thank you for contacting us and have a great day!
  
  Regards,

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

  

  Business Response

  Date: 11/15/2022

  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 have found gateway ******* under business name Action Point 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 can understand your concerns over the funding hold for eCheck transactions. This is a standard practice for all new eCheck merchants; as with all underwriting done, there are internal checks and balances in place to ensure the protection of Authorize.net and the businesses we work with. As part of these underwriting practices, it is standard to have a funding hold period.
  
  At Authorize.net our standard funding hold period is 5-7 business days. However, the underwriting team performs a final review once the first transactions are processed and during that final review it was found that we could not support the business model. I did reach out to our underwriting team to see if there was anything we could do to release the funds earlier and unfortunately, we do need to wait the 90 days that you were originally given to ensure that all transactions are covered, and no chargebacks issued. However,you may request an early review within 30 days as youve mentioned.
  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:10/12/2022

  Type:Service or Repair 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,
  
  ***********************which the said no. I ask the fee at least be prorated and after expending numerous hours on the phone with customer services and other people that I was transfer they basically laughed at my and refused to reverse the fee. Please stay away from this company, there are many other companies out there that do the same service with less fees than this one. This company like to scam their customers and there are so many other companies involved that you don't even know who to call for assistance.

  

  Business Response

  Date: 10/13/2022

  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 have found gateway ******* under business name E and E Collectibles 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 your concerns over being charged 12 months for an account that as you mentioned you only used for 4-6 months and see that the gateway account was closed on 8/5/2022.
  
  After reviewing your account, I found that your gateway was set up by one of our Partners by the name of ****************. The reason this is important is that means that Authorize.net was acting only as your gateway and not your ******** Service Provider. The fees for your gateway are the monthly charge of $25.00 for the gateway when open and then when processing there was a .05 batch fee and a .08 transaction fee. However, the fee you mention is your PCI compliance and that is not something that we bill you for, that is billed by your ******** Service Provider.  
  
  I am sorry for the confusion and unfortunately because the fee youre disputing was not billed by Authorize.net I am not able to assist with that request. I am happy however, 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,
  
  ******************