Complaint Review: WorldPay

In our case, WorldPay has shown a pattern of providing false and misleading information regarding how to cancel our merchant processing account. I first noticed dramatically higher new fees added to the account and started what I thought would be a straightforward process... 

Around 3rd Quarter of 2012, I was told by WorldPay customer service that our contract automatically renews each year and would do so again in July 2013. I was told I would need to call back at least three (3) months prior to that in order to cancel. When I called back around January 2013, I was then told the contract renews annually in January and I would have to pay a $495 "early termination fee" if I wanted to cancel. 

I complained and to cut a long story short, I have been provided numerous misleading or false pieces of information by several WorldPay customer service reps ever since. I believe they are either incompetent, &/or purposefully doing it to continue extracting unwarranted fees and costs.

WorldPay provided a copy of our original contract, which states that cancelations must be made in writing, (not via a phone call). However, when I mailed our cancelation to the address on the top of our monthly billing statement, it was returned undeliverable by US Mail. I scanned the original letter and the returned mail, and provided a copy to WorldPay. 

WorldPay has told me twice that I would receive a call back by a WorldPay "management team" member "within 24-48 hours", but my phone records indicate I have never, ever received a call back. 

Today I paid a fee to our bank to place a stop payment on WorldPay. I imagine I will now be in for another fight when they realize they can't easily dip into our account. I would definitely urge anyone considering using WorldPay to use another merchant processor.