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Seriously. Run from this company. They are a nightmare to work with. These people are disorganized, rude, unavailable, and cost us countless hours of following up on basic issues.
If you are thinking about using this processor - don't. So many errors. You will spend 3 or 4 hours on the phone being transferred back and forth with no one having any idea ho to fix their own issue. Then, it will become your issue, even though it isn't. Now when I call, I can literally tell them what their answer will be and what their next step will be, and the one after that. Cards are always being authorized but not captured. In 2020 they even withheld 6 months of card payments because it was covid and I was issuing refunds then dumped them in our account in one lump sum with no way to balance. Our auditors had a field day with that one. We are switching in a few months and I could not be happier!
I don't review many companies but I must warn future customers of their unfair business practices. Too many issues to list but the biggest is the fee's they charge for non compliance and now annual fees. There are many other companies out there doing a much better job.
I'm in the same boat as others. My account went to Credit Risk department a week ago. I cannot get anyone to reply to emails, and there's no direct phone contact. They are holding $300K. I've been an online retailer for 20 years. Stay away.
Do not use CardPointe. They are a bunch of thieves. Worst experience ever… They’ve been on the sneak doing extra charges and taking money out of my account.
Well, here it is 7 days later and I still don't have my money. This place is complete trash. Try to talk to them, and they're rude and keep sending you to other departments to talk to someone else. Just to get nowhere! Had 2 more transactions from customers paying their regular payments. They've decided to just hold on to that now too. I suggest anyone wanting to use them -- do not! This has been a nightmare. Running a business and not making any money for a week is not how things should work.
Total garbage. I had $4k in transactions held up for 3 days. I finally reached someone at customer service and was told they'll send me an e-mail to fix the issue in 3-4 business days. They claim they can't reach anyone directly at the risk management department, which is supposedly where the issue is. Worst customer service ever!
Absolutely terrible...some of the worst service I've ever experienced. They have no email support for merchants, and their phone support is a disgrace. Most recently, they couldn't explain why a customer's payment was failing but claimed that it had gone through on their end and that we would see it in our next batch, but of course, we never did. Even their security/fraud department goes to voicemail during business hours, and they never call back. These people have absolutely zero respect for their customers. Use anyone else.
Absolutely horrible customer service. Ended the call and hung up on me at the end.
I have had a horrible experience with cardpointe! My account was canceled in October of 2022, however I am told now that the account was open. Now they have charged me a fee of 199.00 dollars for "account security services" and say that I will not be refunded this charge. I would not recommend this service to anyone ever! I had to give them one star but they don't even deserve that!
