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Moneris Solutions / Unauthorized charges

1 United States Review updated:
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We had a three year contract with Moneris Solutions to process our MasterCard and Visa payments. One of the medical associations that we belong to offered us a better rate to perform the same service. We called Moneris to verify the end date of our contract and to ask if there would be any cancellation fees if we closed our account at the end of our contract period. We weren't told of any fees. Apparently the fine print in the contract says that if you don't cancel your service during a 60 day window of time 30 days prior to the contract end the contract is automatically renewed. Then if you call to cancel you are canceling the contract early and get assessed a $250.00 fee. We have two accounts with them so our fee is $500. I tried to explain that this fee was unfair because I called to ask about cancellation charges and was not notified of the automatic renewal clause. The manager of customer service was rude and unhelpful. His final answer to me was that their lawyers have carefully checked the contract language and they charge this fee because they can. This company is based in Canada.

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Comments

  • Si
      6th of Feb, 2009
    +1 Votes

    We are also feel scammed by Moneris. We had a very small business and maybe used their service for $2000 a year for credit cards. We closed our business and were told we need to pay a $300 fee.
    We also did not realize the "contract" was automatically renewed. I will definitely call the Better Business Bureau.

  • Dr
      16th of Apr, 2009
    0 Votes

    Moneris isn't a member of the BBB. Small wonder. Perhaps our professional associations should privately publish unresolved concerns to other members.

    So..My story: Moneris has given our clinic three lousy old style printers in the past few months after each one failed. The last straw was when the tech arrived when I wasn't there (after Moneris was told of the absent day), and didn't initialize the printer. Fast forward to next morning and the system doesn't work. After 90 minutes of driving to get the POS card and the phone time required to initialize the printer, the printer ends up dying mid-day about a month later.

    I would argue that poor service and/or non-functional equipment is a breach of their side of the contract - as well as a disruption of business - and the $300CAD fee should be waived. We'll see.

    Moving on, we are now with COSTCO merchant services, through Elavon. Elavon got an A+ from the BBB, the rental and discount rates are substantially less, and the service has been pretty snappy. Nice new unit, easy to use.

    On a general topic, I have been cautioned to MARK YOUR PIN PAD with liquid paper and an initial or something. Apparently, fraud artists can replace your PIN pad with a fake one that gathers info. They sneak back later to put the original one back.

  • Pe
      7th of May, 2009
    0 Votes

    Im currently with Moneris but thinking of switching, I have noticed that on occasion
    the percentage discount fee they charge on transactions (even though is listed as 1.75%)
    is sometimes wrong and they actually charge more. Another customer who uses moneris also had a statement where they actually charged a couple hundred dollars more, than the stated rate. Apparently when they called to complain were told it was a mistake.. So if you don't check your statements you may be getting ripped off.

  • Ma
      22nd of Sep, 2009
    0 Votes

    I had been with them for 10 years & was perfectly satisfied. Would have gladly recommended them as a gateway. But my business needs have changed & I now have a new portal. When I called them to cancel their rep first asked me if there was anything he could do to change my mind. I explained the change in circumstances. Then he said fine, he'd dun me $200 to cancel the account.

    In five seconds I went from a brand advocate to a brand assassin. Great work, Moneris.

  • Ly
      16th of Mar, 2010
    0 Votes

    Moneris also snatched an extra $300 out of my account. I switched to another company because of the savings on fees and when I informed Moneris, the guy told me that would cost me $300 for canceling with them. He said "Have you read your contract?"
    I told him I had - about nine years ago, but I would review it, because this is news to me. He said, "Why didn't you call us and we
    maybe could have lowered some fees for you". I looked it over carefully and could find nothing about this cancellation fee, the only reference to cancellation was that "it could be canceled at any time". I called Moneris back to inform them of this and it was a girl that I talked to this time who seemed totally confused, telling me that the reason they charged me the $300 is because I went with another company!!!. She volunteered to fax me a copy of the agreement. When I got this I found the $300 "deactivation
    fee" referred to. BUT THIS IS A DIFFERENT AGREEMENT THAN MINE AND IS DATE 08/09, MINE IS DATED 06/01. THIS IS
    SO WRONG!! I am going to talk to BMO Business Branch because they were the ones that set me up with Moneris and see what they
    have to say. I guess this is what happens when you give a company authorization to use preauthorized debit.

  • Wo
      4th of May, 2010
    0 Votes

    Even worse... I run a hobby business that maybe sells an average of $300 a month and actually loses money for the last c0uple years. Moneris service charges for me are usually only around $30 a month and is an automatic draft from my account. Today they assessed the April fees at $10, 412.96 and don't seem to have any sense of urgency or answer as to whether or not that can be reserved. The kicker (other than that being more than I've ever been charged total in 10 years of doing this) is that these are for authorization charges assessed by the credit card companies of the consumers purchasing through my site. For 12 days now, someone has been flooding my site with fake attempts, all of which fail or go in review status. However, since it was an auth request, there is a fee. Don't you think they would notice an account with a few transactions a month suddenly jumping to 12, 000 transactions in a week?? Or that they drained an entire account with an astronomical fee that normally has almost no fees? No, it went through the normal billing process and was not detected by the fraud department. After call several times today jumping through hoops and departments they admit these transactions were fraud, but still maintain the fee needed to be assessed for each one of them. They "might" call me back in 2 days to give me a customer ticket update. Meanwhile I'm broke and scared to death.

  • Jw
      17th of Sep, 2010
    0 Votes

    Don't feel bad. They are trying to scam me for 3600 or something like that.
    I cancelled in writing when my contract was due to end. I sent it in writing. They have been billing me for about 3600 or whatever they claim is their flat monthly rate for all 36 months.
    In turn, Im billing them for the 2 months they were able to extract funds from my account after I cancelled with them, plus interest as it accrues.

  • Le
      23rd of Mar, 2011
    0 Votes

    Customer service rep told us that even though their system saw the AVS and CVD mismatches, it will still process the credit card, which doesn't help protect merchants against chargebacks from fraudulent credit card users. Customer service rep told us that we have 24 hours to void the transaction and after that, the transaction gets processed. in essence he told me that we need someone online 24 hours, 7 days a week to check emails that report new transactions. We felt this was a very misleading thing they advertised on "high security", as Moneris does not reject transactions that have mismatched AVS and CVD. They said it's the responsibility of the merchant to void it and the responsibility of the credit card banking company to reject it.

    You know what made it worst? They charge a fee for every transaction that takes place, whether it is legit or not. The customer service rep said that it's their right to charge that fee, even if it's a fraudulent transaction.

    So why do we need Moneris? They are a crappy CC portal system that have cost our small company in the thousands of dollars. Their customer support sucks as they ultimately told me "that it's of your opinion that it's the responsibility of Moneris to reject fraudulent CC transactions." THAT DOES NOT HELP US!!!

    Moneris is not held accountable for their unethical practices because no one governs them. When we make a complaint, it's the same body of employees that tries to make money for their employer. In the end, the merchants gets screwed. It's time to find another company that does CC transactions. This time we'll be sure to ask their cancellation policies, the fine-print associated to that AND how they deal with AVS and CVD mismatches. and what they do with any fees associated to the fraudulent transactions.

  • Wh
      25th of Apr, 2011
    +1 Votes

    I know this part of the page is about Moneris. But are there any good merchant providers I have a small business and I can't seem to find any truthful companies, they all seem to scam me out of money. Companies such as First Data, PayPal, Cynergy Data, charge.com, and emerchant.

  • Ji
      13th of Aug, 2011
    +1 Votes

    If you are a merchant in Canada and truely understand the advantage of interchange plus model, then I can help you set up an account with interchange plus 0.50%, so you get VISA 1.54%+0.5% = 2.04% and MasterCard 1.59%+0.50%=2.09%. P.S. Interchange plus has 0% for all non-qual cards. If you are interested, email me at jimmy.hsiao@payfirma.com

  • Mo
      17th of Aug, 2011
    0 Votes

    Just found out today that Moneris wants to hit me with the cancellation fee (early termination fee.) You should have seen the unprofessional email I received from some ### named Mr. Fernando *******. He writes like a fifth grader! "i hope you know you're going to get hit with an early term fee" was the one sentence email I received. What kind of an organization communicates like this? I'm about ti find out how bad this gets but I'm a fighter and will make 'em earn it if they actually get to steal it from my account.

  • Be
      14th of Dec, 2011
    0 Votes

    I need some advise please, I joined Moneris in 2004 and just recently decided to change companies, to (EVO), the rep for EVO neglected to ask me if I was still under contract with Moneris which I didn't think I was, because every other contract I have ever had after the term is up it usually reverts to a month to month, so I didn't think there would be a problem, this was in June 2011, and I sent them a note informing them I no longer was going to use their services, no I did not do it before I changed, because of another issue I had with them over a chargeback that they screwed me on... It is now December, 2011 and I just received a letter from Moneris saying they are going to going to charge me over 2700.00 for cancellation fees and their lost income projected on what they would have made off my business until the end of the newest 3 year term which would end Oct, 2013. I contacted EVO rep and asked him what I should do and he told me to talk to an attorney.
    I am talking to a new rep for a new CC company since EVO sucks too since they are being no help and she talked to Moneris for me and they agreed to reduce it down to 2000.00 and take me back at the same high rates as before, won't pay the 400.00 cancel fee for EVO and lock me into a new 3 year contract. Can they charge me this 2700.00 and can they take me to court for it. seems they should not be allowed to charge me for fees that have not happened yet, what if my business were to go bust, and close, how can they do that?? Their is so much more to this story but it would take pages to write, thanks for any input from anyone, need an idea soon,

  • Su
      29th of Dec, 2011
    0 Votes

    I was just talking to a Moneris representative on the phone today. I asked about interchange + pricing. And he must have thought I had heard to ask for interchange pricing but that I didn't know much details about it. He tried to convince me that interchange pricing includes 1.65% base fee + 0.25% for rewards type cards + the interchange fee on top of that. When I asked him how much the interchange fees are he said they are usually between 0.3% and 0.7%. However on the Visa and Mastercard interchange fee schedule on their website it lists ecommerce fees around 1.55%.

    After I brought it up a 2nd and 3rd time he attempted to play it off that other vendors also offer it and to ask them about it. Even tho I told him I've spoken to multiple merchant services and no one has ever mentioned this 'base rate'. He answered the phone as Ravi. At the end when I asked him for his extension # and name he had changed it to 'Ali' after I asked to confirm it was Ravi. And also I asked him to send me a quote by email which was also not sent (no surprise).

    If this type of behavior is being done by their sales people, it is no doubt structured that way from the top. These are unethical business people and everyone should be very wary and careful when dealing with these guys. And by being careful I mean look elsewhere for a merchant!

  • Mi
      11th of Jul, 2012
    0 Votes

    Moneris is a HUGE rip-off. They charge your bank account fees that you were never told about. Customer service is always dumb founded everytime you call and ask what the new fee is and so they open a ticket which eventually removes the charge. But you have to fight for it each time. Do your self a favour, don't ever sign up to Moneris. Find an alternative.

  • Gr
      2nd of Aug, 2012
    0 Votes

    Anybody being charge a extra PCI Security Fee - $34.95? Apparently they are charging this every quarter starting this July 2012.

  • Ro
      10th of Dec, 2012
    0 Votes

    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.

  • Mi
      25th of Jun, 2013
    0 Votes

    when I tried to cancel they told me that the fine print I signed 7 years ago said it was a 90 month contract!!! I would certainly never have signed that had I know I was being locked in like that and of course their sales rep told me nothing about those kind of terms. They also told me that I need a 120 day notice to cancel !!! I have never felt so ripped off!

  • Gr
      21st of Oct, 2013
    0 Votes

    Thompson
    Moneris requires its customers to sign a 3-year merchant agreement that automatically renews once the 3-year is up. Several merchants have complained that they were not aware of the auto-renew feature. In fact they realized the implications when they tried to desolve the agreement after the 3 year period.

  • Rg
      12th of Nov, 2013
    0 Votes

    This happened to us too. We have not used their services over 3 years, but continue to pay monthly because we misunderstood their cancellation policy and assumed that our call was sufficient to cancel. They have collected over $1000 from us, while providing zero service. Today we spent 2 hours trying to resolve the issue on the phone to no avail. They advised us that it would be beneficial to pay the $300 dollar deactivation fee. But what is it a fee for? We don't even have a machine. What a scam!

  • Ja
      12th of Nov, 2013
    0 Votes

    It is not entirely their fault but yours too. When you are going to subscribe to a service please read the policy first. Don't just accept what the sales reps tell you. They are there to sell at all cost so they will sweet talk you into a deal. Rather read. Terms, agreements, policies. They are important because they will be used in any situation at all. Don't just call a company a scam for your fault.

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