CardConnect
Reviews and Complaints

cardconnect is a great company. They have helped us a lot with our payments. We used to have a lot of problems with our payments, but since we started using cardconnect, everything has been much better. They are very easy to work with and their customer service is great. We have never had any problems with them. We would definitely recommend cardconnect to anyone who needs help with their payments.

out at all. I called CardConnect and they were super helpful. They got me a new card and refunded the money that was taken. It was a huge relief and I'm so grateful for their customer service. I would definitely recommend them to anyone looking for a reliable payment processing company.

this company is terrible charged us 200 dollars with no explanation couldnt reach nobody to get an answer

I won a dispoot. After a munth of being promised a refund of my money they still havent given my money back. CardConnect is a joke. They dont keep their promises and dont care about their customers. Stay away from them if you dont want to lose your money.

This company is not good. We've been with them for almost 2 years and they charged us over $10,000 in hidden fees without us knowing. We tried to end our contract but they won't let us. We're working with a lawyer to fix the issue. Don't use this company.

This company is not good to work with. I've been trying to close my account, but they make it difficult and don't help. They also want me to pay $1700 to end my contract early. I've been with them for 2 years and they charged me almost $11,000 in credit card fees this year. It's too much for a small business that's been hurt by COVID.

My credit card machine broke down, so I decided to order a new one from CardConnect. It's been almost three weeks now, and I still haven't received my new machine. It's really hard to run my business without being able to accept credit cards. The customer service is terrible, and I've spent over four hours on the phone with them every day for the past few days. The hold times are also really long, with almost 40 minutes of waiting time each day. It's really frustrating to have to spend so much time on the phone when you're a small business owner in the service industry.

Don't do business with this company! I spent over 2 and a half hours on hold and talked with 7 people to try to get a surcharge added to the processing of our credit cards. Then, I was directed to contact another company and spent another 1 and a half hours on hold and talking with them to be given more information that I need to contact the salesperson so that they can handle this. Well, the salesperson only has an email address (yes, email) in this day and age. No phone number available. So, I wouldn't recommend this company to anyone. When I am able to change credit card processing companies, I'm going to do it!

This company is bad. We used CardConnect for 5+ years and always got bad service. Agents never helped us. Recently, they let fraud happen on their website and charged us for it. Even though they fixed it, they still charged us. We tried to get the charges reversed but they didn't listen. They charged us $700 for $300 in deposits. We are a small non-profit and this is not okay. They don't care about customers and should lose their license.

We switched to CardConnect for our merchant services because we were selling more each month. CardConnect shut us down without warning and kept processing payments but didn't give us the money. After a month, they said they were closing our account and keeping our money for 180 days. They also didn't give refunds to our customers who paid us. CardConnect said no to the payment but kept the money. We tried to contact them a lot but they didn't help us. This is really bad for our company. It could ruin other companies who use them for merchant services. Be careful if you use them to process payments for your company.

Don't do biz with this company! I started with them cuz another company referred me. I regret it. I ain't seen none of my deposits from credit card transactions yet. I started July 1st and it's September now. I'm still in the same spot as when I first called in July. Every time I call, they give me the runaround. Every time I talk to someone, they ask me to fill out more forms cuz an employee messed up. My lawyer told me to complain to the ComplaintsBoard.com first. If that don't work, we'll do something else. If you're reading this, don't use this company. Find a good one and pay the extra 2 cents per transaction. You won't get your money with these guys unless you do something big.

on't you know that already? We're a commercial construction supplier, as we've already told you. We use credit cards when our customers need something ASAP, which is why our volume can vary from month to month. We've already submitted all the documentation you asked for, but you're still holding onto our money. This is the second time you've done this to us, and we're beyond frustrated. We've tried emailing, chatting, and calling, but all we get are rude people who don't seem to care. We just want our money back. Don't use CardConnect if you don't want to deal with this kind of headache.

This company seems to use a faulty phone system to field / avoid customer service issues: long hold times followed by transfers to many other departments, none of whom seem to be able to rectify account issues. As of March 15th with Shelter-In-Place, I needed to put my account on hold, but this company never led me to the person that had the authority or information to help me with this. Furthermore, there were fees that were not explained to me at the opening of the account that popped up on my monthly bill while I was not using the service. When I requested to close my account, I was again put on hold and subsequently my call was dropped. When I attempted to get in touch with the individual who originally set up my account, I found out quite by accident that he had passed away! No word from Card Connect on who my contact person might be after that. As a merchant, I deal with many business services, and I have never had this sort of trouble with any other company.

A total of $2416.81 was withdrawn from my small business's checking account due to fraudulent card testing that was done to my business. The first instance of this occurred on 2/2, when we were charged $966.81 for declined transactions (never flagged by their risk department as fraud). I reached out to Card Connect, where multiple support specialists were unable to help me. All they wound up telling me was that as long as I made sure all of the transactions were being declined, there would be no further issue. Then, more recently Card Connect tried to bill us an additional $1806.06 for more declined transactions, even through I followed the exact recommendations from the company itself after this happened the first time. I tried to avoid this payment, but wound up settling for $1450 on 4/5. I would like a refund for these charges. We have switched bank accounts, so please reach out before offering a refund for the new bank info. My small business cant afford this.

I requested cancellation in writing from this company in June. They did not cancel my account and proceeded to charge me over $100 in annual and monthly fees. I reached out to our rep and he obtained approval to refund the fees. I even got in touch with the person who was going to refund me who told me I needed to set up the original account number and routing for the refund to occur. We did this with our bank and informed both our rep and the person involved with the refund. I've called and emailed our rep and the other individual over 20 times to get this sorted out. They have stopped responding. Our rep doesn't seem to be able to call me or email me with updates either and has refused every time I've asked. I informed him on 12/16 that I would be filing a complaint with the ComplaintsBoard.com if he didn't contact me back. He has not, so my conclusion is the company is not going to refund me even though they agreed to previously. I also attempted to email on 11/20 and 12/2 without a response.

I called in I jume to cancel my merchant service with card point early June. I spoke to a very helpful and kind lady that assured me my account had been canceled. I just looked over my account and they have been charging me fees and services/ for all of June and July when A.) called and canceled B.) zero transactions have been processed since may 31.After calling this morning they told me that my account was still active and that no notes indicating that I had called to cancel, then after pressing on the issue and telling them that I did they told me that there were notes! that I called to cancel but that I hung up before completing . All this is very awkward because I even got a call I few day later from my rep at CardPointe asking me why I had canceled services. Also he said that I did not need to return the cc machines that I could though them out. As they would no longer any good. The worst part is the horrible attitude I revived over the phone extremely condescending and dismissive an out my issue after asking for a supervisor I had to wait over 50 min on hold

I registered with Reliance Payment Service in August , and a representative managed my setup. However, an ISR opened another account without my consent. They're now operating a business under that unauthorized account. On May 20, we emailed [protected]@cardconnect.com to end our agreement with CardConnect and sent a certified letter to their office, which was acknowledged by their staff. Despite this, the agent wouldn't close my account and pushed for a third-party termination letter with hefty fees. They also wouldn't provide the signed contract for review. I insist on receiving the contract to consider legal action against the ISR's fraudulent actions. This is unacceptable business conduct. Case: Card Connect MID#

I have repeatedly been overcharged for this company's services. Combined with the fact that their dongle never worked with my phone (a software issue that they never rectified), so I was having to enter credit cards manually and was charged at a higher rate. I finally found another company that I preferred to do business with and since I was not on contract with Card Pointe, I decided to cancel my service with them on 6/20. On 6/22, I was charged a $750 early termination fee. I immediately emailed my representative and he explained that the charge was an error and I would be credited the $750 in 3-5 business days. When I responded twice that I should not have to wait any amount of days to receive a refund of a charge made in error on their part, he would no longer reply. As of today, 6/25, I spoke to a floor manager about the issue, I was told that they only submit refunds on Fridays (6/26) and I should receive my refund by Wednesday, 7/1 and there was nothing else she could do. This is absolutely ridiculous that I should have to wait any amount of time for an erroneous charge in that excess.

Just as another complaint stated, I canceled, requested cancellation in Feb. 2022. Checked teh account and it showed cancellation, but received one or two emails requesting I validate my registration. Responded that I cancelled teh account. Now, June 3, two payments from my checking account. Had to research who it was, and checked, and yup, listed me as ACTIVE! I spent 2 hours on teh phone, transferred twice and hung up on once. Explained I canceled through ***.com, and when I didn't hear and was requested to send an email, did so Feb 12/2022, a copy of which I still have! Requested a refund and a backdated cancellation. Not promised but told it would be 'requested'. Don't want a 'request' denied. Want this closed and refunded. I cancelled because their service, in only one week, was so bad, I went back to ***. This is just another example and I would advise no one to use them. I want an immediate refund of 2 payments of $29.95 and closure, complete closure of my account!I have also contacted my financial institution of this and if this company refuses to refund, they will and will block any further attempts to take funds from my account. But it sure messed up my accounting!

Our company decided to switch our credit card merchant in July. We made a deal with the new merchant, that uses Cardpointe as their processor. We received a letter from Cardpointe stating they were going to hold 25% of our funds due to the large amount of refunds (we process 2000+ orders a day)starting 9/30, however, we weren't really worried as we had already migrated back to our old merchant and were no longer processing payments with them due to some contract issues we had with our new merchant. Cardpointe did not tell us that the hold would effect our customers, just our ability to access funds. Starting 9/30, without notice, Cardpointe would not process refunds to our customers, they were taking the funds from our account and withholding the funds from our customers. This has been going on for almost a month now with no real resolution. We have been trying to contact them for several days to get this taken care of have received one vague email saying they are "ok" with us processing refunds. I began trying to sort this mess out on 10/23 and to date, they have only processed less than 25% of the refunds. We have almost 1,000 customers waiting for their funds to be deposited. This has caused a customer service nightmare for us and damages to our good name.

CardConnect has an auto scan for my credit card terminal. Often times it fails because I have very slow internet. I do not get an email that the scans have failed - even though they tell me they send it. CardConnect does not try to scan again nor do they have an auto feature so the scan can try again...oh no - when that one and only scan fails my account is charged $29/month for non-compliance. And, when I call PCI compliance - another company - they tell me I am in full compliance. And even the CardConnect website indicates I am in compliance. How is that for a scam? This is happening about every month now. Additionally, they now charge me $166/annually for a security bundle-which I did not authorize. And they charge me $119 for a PCI annual service fee-which I authorized. I am complaining very loudly about the scam they have on the terminal scans. That is just WRONG...They are automatically deducting the money from my checking account. I am going broke from their excessive fee. Their American Express fees have increased over 300% in the last few years - without a courtesy email. I want all the non-compliance fees returned to me. I want the security bundle fee of $166 returned to me. When I call I am in a perpetual phone loop and never get a live person to answer/pick up the phone. This is a scam.

I was doing my bookkeeping on Thursday October 8th and noticed that I had a negative dollar amount in a category called Adjustments. I questioned this with CardConnect and was informed that CardConnect had deemed it necessary to holdback 25% of my daily deposit activity. They plan on developing an adjustment fund of $100,000 and will take money from the revenues if sales are not high enough. I was emailed a letter that should have been delivered by Overnight Courier but I did not receive this letter. In the eight years I have done business with ***/CardConnect I have had a total of six disputes and the last dispute is a year old. My business revenues are down substantially due to COVID-19. I insure the entertainment industry and our industry has been basically shut down since March. I do not anticipate to bring in the revenues I have in the past until at least second quarter of next year. I cannot afford to have 25% of my earning held and I certainly cannot afford CardConnect taking additional revenues if my sales are not high enough as they stated in the letter that they will do. I have reached out to CardConnect to inform them that we will find another host for our credit card purchases and to find out when my revenues that were placed in Adjustments would be returned to me. CardConnect has not responded.

I opened a merchant account on behalf of my company for credit card processing with Cardconnect last year. I began receiving monthly charges for approximately $25 for this company merchant credit card processing account with Cardconnect. However, I then began receiving notices that my company's merchant account was not PCI compliant. I made several attempts to have my company's merchant account become PCI compliant by following the instructions provided by Cardconnect employees, without any success. I then sent several e-mails to Cardconnect, and I had made several telephone calls to Cardconnect to rectify this problem, also without any success. Cardconnect began charging my company $54.95 monthly for not being PCI compliant, which I refused to pay on behalf of my company. I recently found out that Cardconnect is a fictitious name filing with the State of Pennsylvania, and their employees are refusing to identify corporate officers. I have spent a considerable number of unpaid hours sending out and responding to e-mails, and making telephone calls to resolve this issue during the last several months, without success. I have found Cardconnect employees to be incompetent, lazy, and apathetic. It is not my job as a customer of Cardconnect to solve the IT and other problems of this company as an unpaid consultant. This company has presented me with an invoice for $523.70 for monthly fees, which I had informed my own company's bank long ago not to pay, and yet this company continued to charge my company for services it has never properly provided. This is a very poorly run company, with poorly trained employees. Also, for the record my company has never used this merchant account, ever, on any occasion for any reason!

In December , it was offer to me a terminal point of sale for my business. I made the contract I received the terminal, but it has never worked. I was contacted by *** from partners account Manager Cardconnect, I told her that the machine was not working she direct me to customer service at *** to talk to *** I did and explain her that the machi never work and that I wanted to cancel the contract. She told me that it was not possible and that she was going to contact me latter. On [protected] I received an email from *** at Gold Star Support I explain her the same thing and she told me that I can cancel with the company that makes the charges but not with the leasing company that it is private client leasing LLC. Currently I am dealing with 3 different companies (Gold Star Support, Priv ate Client Leasing and cardconnect), I really don't know who will resolve my request of cancelling the contract due to product not working. I will really appreciate if I can have your support to resolve this matter. Currently I am paying $100 each month for the next 48 months. Cardconnect Marchant Number:***: The contract I received to sign It doesn't have any contract number, also I signed, but they are 3 areas where I sign and they need to sign but they only signed in one of the 3 areas and I never received a signed contract by them. Gold Star Support on the email they sent it has this number:***. If you have any questions or comments, please let me know. Note: Due to the confusion of the 3 companies involved last week I created a claim on the ComplaintsBoard.com, complaint #***, the company answer that they were not the responsible, and that they let know Gold Star Support to reach me out, Until now nobody has call me or try to contact me, this is another example of the bad service. I am making the complaint against cardconnect, because they were the ones to reach me out the first time.

On April 5th, we processed a credit card transaction in the amount of $91,009.78 from our long time client. We are a landscape and tree company with contracts that require 50% deposits to purchase materials, supplies, etc for work to be performed. We have made many credit card transactions in the past for large amounts similar to this amount on other processing platforms and funds are available the next business day. This was our first time in a while though using CardConnect which is processed through ***. When I reached out to our salesperson at CardConnect, I did tell him that we were doing a lot more volume than previously expected and informed him that it was typical for us to have transactions in the $10,000- 90,000 range. After we processed the transaction, I saw that a hold was placed on the transaction for review. I called and after being on hold for multiple hours, we were told it could take 2 days for them to review our account. On April 7th, we received an email asking for a multitude of information about our business, our services, banking history etc. We immediately responded with all the information they asked for including bank statements, invoices for the transaction amount, approval codes from the issuing credit card company, emails from the credit card company with the card approval, etc. We have not had any response from their risk management team. I have sent dozens of emails to see when are funds will be released without response from the risk management team. I was told by customer service that we would have to wait another week just to schedule a call with their Risk team. This is already 14 days later after processing the transaction just to get a phone call! Meanwhile, we cannot start jobs or pay our employees because this company is holding our funds with no explanation or timeframe for rectification. This should be criminal what they are doing. If only I realized how poorly rated CardConnect was before giving them a dime of our money.