Moneris Solutions
Reviews and Complaints

I am extremely disappointed and how my nearest does business, I have been a client of theirs for over 20 years.

I will be issuing a formal request to have a Moneris fee refunded into my business account as this has not been solved to my satisfaction yet through their customer service,

I made an innocent mistake last week by a '0' when processing a charge so that $1,130 became $11,300 and noticed it a day later and called to fix it. Shocked to see a moneris fee this morning of $488.33 for their Amex fees on that original transaction rather than the correct one. Highway robbery. Spoke to 2 people in customer service who refuse to fix it and would not give me access to someone senior.

The two moneris customer service representatives both explained to me that I need to have noticed my mistake the same day.

By calling the next day they can keep their processing fee.

I didn't realize there was a time limit on mistakes!

i'm hoping that this issue can be solved by posting here

Thanks.

[protected]@gmail.comt

I was with moneris 6 years. It was great. But I eventually had a bigger store needed something that didn’t run off my phone. After 6 months of feeling ok with new machine I realized I could cancel moneris. I paid for the connection for 6 months as it was only 21$. So I called them up to cancel. They said ok. Then they send machines back. But they never gave me address or pick up number from purolater. About 3 weeks passes by then dong my account 661$. I don’t even know who it was it said rbc. My bank rejected it as they didn’t have new numbers on my account. So I got my money back. Then someone tells me moneris is owned by royal bank and I realize it was moneris. I phone them up. Saying I need to return equipment need address and purolater tracking etc. They ask for my banking information. I say no. You already tried to debit my account 661$. So no I’m not giving you banking info. Well we have to verify, I said verify another way. I’m told it’s policy. I am not given address to return or number for purolater unless I provide banking info. And they will send to collection agency nor will they cancel my account. They say it’s just inactive! I have this all recorded. So im being blackmailed to provide my banking info when all I owe is machines. That they obviously don’t want.

I had a terminal that was proposed by bmo harris. No fees and I would save $250-300 per year. Just keep using it for 2 years. When I sold my company after 2.5 years, they quickly notified me I had to keep using them or they would charge me $2650 termination fee. Never was shown this by bmo or moneris. Now they harass me weekly.
We will end up in court.

I have been receiving unsolicited advertising from this company for some time which has been addressed to my business name and address but with incorrect identification of the business principal. I have called the company numerous times to attempt to have this information corrected and the solicitations discontinued. I have never received a response from the company. This company (in Canada) is a joint venture by RBC and BMO and I have attempted to contact the ombudsman departments of the two banks but have not received a response as yet. Moneris is a federally incorporated company the information of which can be found on the Industry Canada website. The complete company name is Moneris Solutions Corporation with corporation number 4199081 and business number 877304527RC0002. The directors of the company are as follows:
Viki Lazaris
63 Babcombe Drive
Thornhill, ON L3T 1M9

David G. Cyr
1134 Sarta Road
Oakville ON L6L 2p2

Linda Mantia
161 Gordon Road
Toronto, ON M2P 1E7

Andrew Irvine
46 Felbrigg Avenue
Toronto, ON M5M 3R3

Steve Murphy
194 Forest Hill Road
Toronto, ON M5P 2N4

Andrew Bolger
85 Wheeler Avenue
Toronto, ON M4L 3V3

This corporation was investigated by the federal government based on a complaint by the CFIB (Canadian Federation of Independent Business) over certain business practices concerning fees. It is virtually impossible to speak with an executive with the company to obtain any response to any complaint. It is suggested that the only way to get attention is to either write to the directors of the company as listed above or to place a phone call to them at their residence.
This information is being provided to assist others who have complaints with this company regardless of their nature.

Kris
Do not use them. They will trick you into an agreement and you’ll be bound for 3 years. I have never worked with an organization that camouflages an important detail such as this in a legal contract. What’s worse you have to write to them after 3 years and pursue them so they complete the formalities within 60 days. Or else the contract continues and they’ll keep charging you

John
Moneris it seems is offering gift cards worth $300 to merchants who sign up for their payment processing services! For crying out loud! They should understand that wooing merchants with gift coupons is not a substitute for substandard customer support; which unfortunately most of their existing associates complain of!

I am writing this complaint concerning Moneris Solutions to warn others about their exuberant costs. Moneris Solutions is a company that provides card services to businesses at rates that equal 10% of total sales in my case. I have dealt with this poor excuse of a company for the last few years.Until another company in the same field of business enlightened me, Bank Associates Merchant Services, charging me half as much. I switched companies last month and Moneris gave me a going away present of $71.90 in charges. Here’s the sick part.! I didn'’t have any transactions with them during that period.The person that I complained to at Moneris told me that the charges were out of his control.The fellas name and position at Moneris, Tim Schram | Merchant Retention and Account Management | Moneris Solutions further told me to complain to some attorney at the company. Instead I have decided to enlighten the business community to avoid using this company.

I have been a Moneris Merchant customer for 4years. In June 2012. Someone got hold of my
Password according to Moneris, and transferred approx $4983.00 to a prepaid card in London England.
Apparently there is an option whereby you can transfer funds on line from your Bank account, even though
the individual or group never purchased anything from you. To protect yourself you must advise Moneris Solutions that
“you will only accept this option. if done Verbally under secure conditions. Not on line. Get it in writing. As
Moneris does not like to confirm anything in writing. Strange? For a company with over 3 Billion in sales.
In my case because I reported the fraud after 1 day. I was supposed to get my money back, according
to their Fraud department . After numerous calls and delays. I was transferred to a manager. Again Moneris will not confirm anything to you in writing? Finally in the beginning of July 2012, I received approximately $2486.00 credit in my Bank account as a Visa refund. Approximately 50% of the original transaction. Then on the same day in the afternoon they remove approximately $2486.00 from my Bank account on a Mastercard transaction

Then try to get answers from a Company that refuses to put things in writing. I dealt with Mrs. Mary Jane Timmons Manager Customer Experience Management. Delays and no answers forthcoming.

After 6 weeks. Moneris Solutions wants to have a Telephone conference call with their management team and myself. It is setup. I ask them what type of safeguards they have in place against fraudulent transactions comparable to banks and Oil Companies. They were supposed to get back to me. As their management team could not answer this question on the spot. To date I still never received an answer from Moneris Solutions. I asked them why they returned money to me re Visa, and then removed to it re Mastercard. They replied there were mistakes. We asked about a Goodwill Policy.
Yes they have one. They were supposed to get back to me regarding the Safeguards and Goodwill. After
2 weeks I contacted them again. They told me they wanted to have another telephone conference call. I told them I prefer to have their replies in writing. They then e-mailed me

“We have taken your case for final consideration and have decided there will not be any goodwill compensation provided. Thank you for your patience and we now consider this matter closed.”

In summary. You are uninsured with Moneris Solutions vs a Commercial Bank or
Visa and Mastercard. Safeguards no idea what they are. Will not reply to customers with answers in writing. Customer service personnel tell you one thing and management tells you another thing. Goodwill Policy= Maybe Good luck policy. Very interesting business
Concept. Do you want to have a Business Partner like Moneris Solutions. Ask yourselves.

Worst customer experience ever, all thanks to Moneris Solutions

1. Welcome program
When I applied for the service (end of Nov 2010), they promised a $250 refund from the initial $300 activation fee, which sounds nice and is supposed to be paid within 6-8 weeks of the first transaction (end of Jan 2011). However, after 6 weeks I called them and asked about the refund, they said you need to wait until after 8 weeks. Fine. Then I called them again after 8 weeks, they said you should receive a code soon to finish the refund process online. The code never came. Finally after 3 months when I decided to cancel the service all together (end of Feb), I finally got one of the agent to give me the code over the phone and then applied for the cheque on a website. Another month later (April 6th), I called again and the agent said the cheque was issued on Mar 23, but then the address was actually wrong! I don’t know how Moneris’s system work but it managed to print out wrong address when I TYPED in the correct one when I applied for the cheque. There has been so many errors and the whole delay time is ridiculours!

2. Promise never came true
Initially I applied for a wired terminal (end of Nov 2010) but then I was debating if I should apply for an internet service at my business site, or get a wireless terminal from Moneris. This agent Caesar answered my call and in order to get me use the wireless terminal but having to pay another $120, he offered two month free terminal rental fee for the old terminal and the new one. That means I would not need to pay for $30 rental for the wired machine or the $69 rental for the wireless for December 2010, nor would I pay the $69 rental for the wireless machine for January 2011. That sounds good, so I agreed to switch to the wireless terminal. The charge of $120 was immediate. However, when I got back the first month’s statement, I found that I was charged partial rental fee for both terminals for December 2010. I called and they said the process was delayed but I would not be charged for January and February instead. Fine. Then a month later when I got the new statement (Jan2011), I was still charged for the $69 rental. I called again and the same story was told, that the process was again delayed and I would not be charged for the next two months. Really. At this point given all the experiences I had with them I was already very very upset and Moneris just appeared so unreliable and unprofessional. Finally in February they no longer charged me for the rental. However, we decided to cancel Moneris at end of Feb. When I called them for the other month’s fee waiving that had never realized, they simply told me that there was nothing they could do because I will no longer be their customer. WTF. It was their problem of delaying and delaying again the waiving process but in the end I have to pay for their problem!

3. Nightmare not finish even after cancellation
As I said, I decided to cancel the service. I called to cancel before March and they said they have to charge me $300 for early cancellation. Firstly, I never knew about this penalty when I first signed up. Nobody ever told me that. But okay I should be responsible to read the agreement so I can pay for the lesson. The deactivation charge of $300 was again immediate (so efficient when they take your money!). They asked me to call UPS and return the terminal, their guy didn’t come until Mar 4th and took the machine away. That should be the end of the story and nightmares with Moneris? No. Today when I checked my bank account, I found that Moneris charged me again for the service fee and minimum MDR fee for March, after I cancelled the service and paid $300 cancellation fee! I checked Merchand Direct and there was no statement for March. Obviously they have canceled the service for me but they are still charging me! I called AGAIN (so tired of calling them!), the agent (her name is Penn) was nice but it appeared that they did not receive the terminal until March 9th and she said even I cancelled the service, I will be charged partially until they receive the terminal. (paying for the time UPS and Moneris delay getting the ###ing machine? How stupid is that?) She also said that there is a mistake coz they should have charged me only partially until Mar9th rather than the entire month. She will send a note to further investigate that. She will make sure I won’t be charged in the future. But how about the money they already took? Nothing they can do. They always ask YOU to pay for THEIR mistakes.

That’s the reality with Moneris. Good luck with all their existing customers and future ones if there is any. I am done with them. Just hope to get the cheque asap and never need to deal with them again.

i opened my merchant account with Moneris recently. i got approved 5 transactions but this company does't release my fund and deposit my account. everyday call want this one, next day call want that one just waste time. until today i sent all documents that they want but still no answer. even this guy doesn't pick up the phone. what can i do.
don't hold my money with sucky system. i did everything clearly and precisely depend on your rules.
there is nothing suspicios. this guy who credit analyst just bullying and bothering my business.

After their defective terminal finally went down (it was buggy and used to begin with). I was told I could pay almost $50 to have quick service, or next day for free. Nobody showed up the next day by 3pm. I called customer service who didn't seem to care much. She said, I guess I'll have to call the tech. By 5pm, I called them again, to tell them we'd be closing our account. They told me the tech would be here between 9, and 11 the next day 11am, nobody here. Called again. I was told he'd be here within 30 minutes.

Strange how these creeps can try to charge you $50 for reasonable service, or your business can wait in the wings for three days until some joker shows up with his new unit.

Imagine if your cell phone company tried to charge you for support calls instead of supplying an 866 number. This is why Moneris is doomed to fail -- one of the many reasons I'm sure...and I won't be hanging around to find out...oh, they also charge you an additional 2.5% on your merchant statement if you don't close your batch every two days...a money grab...like these brokers actually perform a service, and deserve these outrageous fees.

Let's just say there is a lot of competition out there, Sterling, Global, among many others, better, and newer...steer far away from Moneris -- I just hope I'm not locked into a three year contract like I've read other people are...

I was a customer with Moneris Soulutions for over 10 years and was tired of the high fees and outdated equipment so I cancelled with them. My original contract did not have a deactivation fee of any kind but two days after I canceled I was charged a 300.00 fee to my account. I was told after calling the company that any new contract was now in effect. I was also pay a 2.65 % rate but if you look at your statement most charges are higher that the quoted rate. If a customer uses non qualified card(example, air miles) you could be paying an additional percentage fee. I was also being charged for internet electronic deposit fees on my back statement per debit of .65 plus the .16 item fee.

i would like to share tha problems i went through with moneris, ...if you ever think to go woth this company that means you havn't done enough search or you are new in bussiness, ...the customer service here is pretty much banging your head against the wall, ...i been with moneris for one year, ...they were charging me 1.85% on mastercard and visa and the 1.0% for the non qulified cards way higher then any other company, ... they told to begin with that we can negotiate the rates after one year so i start doing my reasearch so i could get better rates from moneris, ...i got better rates from the other companies and then i called moneris they put me throu to a manager that was just reducing the rates to 1.8% on the m/c and visa, ...i told her that other companies are offering 1.69% she just wouldn't listen to me and start to argue with me, ...whenever i wanted to say someting she would start SHOUTING DON'T CUT ME OFF, ..DON'T CUT ME OFF, ...i was realy surprised that i am the customer and she is shouting at me, ...when i realy saw that i can't get through her and she is upset because i told her that other companies offer better rates, ...i gave up, ...but then i thought i should get my money back that moneris has been holding for a year in the amount of 30, 000 dollars because we are in furniture bussiness witch is considred high risk, ...they told us that they will hold the money for 1 complete year to begin with, ...when we asked for the money back now, ...they manager was so rude she said i won't give you your money back i am going to hold it for another year, ..i said how come she goes the contract says that we will review it after one year, ...i just asked her so that can go for 10 years she said IF YOU THINK THAT WAY ...SURE .i asked her that would they refund my money if i cancle my account she said she won't for another three months after the cancelation.
BUT THIS IS NOT THE END OF THE STORY, ...i had a customer that bought somthing today and told me that the colour might not work so they put the whole tansaction on visa,
so it didn't work for them i was told by moenris to do purchase correction if it is a same day refund, ...so i was trying to do the purchase correction and machine wouldn't excet, ..i didn't want to pay the charges without any reason so i called moneris, ...the girl on the phone told me that this particular machine that we have in our store doen't do purchase correction she told me to do the refund and give me take off terminal charges for the month of nov i said that i just want the charges to be refunded back, ...so i asked her to get a somebody that could do it on our account, ...she got the manager TONY WOOD on line he kept on telling me that he would wave the terminal charges for the month of nov i said we might not be with you guys in nov, ...i asked heim to reurn the charges he admitted few times through the conversation that this machine doen't do that, ...but he will only refund the terminal chrges i asked him it wasn't my mistake it is your machine, ...he just won't listen, ...i couldn't believe that a problem that was caused by moneris i am paying the charges for it, ...even after spending 15- 20 min with him on the phone he just won't refund the charges...IF THERE IS ANYONE THAT COULD TELL ME THAT A SIMPLE MATTER CAN BE MADE WORST BY A WORST CUSTMOER SERVICE, ...I WILL NEVER EVEN SUGGEST ANYBODY TO GO WITH MONERIS, ...WHEREEVER I GO NOW IF I SEE MONERIS MACHINE I HAVE STARTED TO TALK TO BUSSINESMEN TO TRY OTHER COMPANIES, ...LETS SEE HOW FAR THE 25.00 DOLLAR CHARGE TAKES THIS COMPANY.