Complaint Review: BluePay Credit Card Processing - Naperville Illinois

I was approved for a BluePay merchant account after submitting my application. In the beginning, everything was fine. Towards the end of my first month as a customer, I noticed one of my deposits did not come through. I contacted Dylan Degrave at BluePay and asked her if my deposits were being held or delayed, she specifically stated that there was no delay or hold on my funds, but I did need to contact George Jackson in the risk department. I contacted George Jackson later that day, he informed me and my partner that they wanted to see invoices for the latest transactions, and wanted past history with my other merchant account, etc. and contradicted Dylan Degrave's claim, by saying that the $3800.00 pending in deposits to my bank account, were in-fact being held and delayed.

I had my partner send over the invoices, but this was not enough. They wanted past transaction history and more, which I was too frustrated at this point with their lies to continue to provide the things they were requesting. George Jackson, the BluePay Senior Risk Analyst, made the decision to close the account and "HOLD" the $3800.00 in a chargeback protection account for a minimum of 120 days. I notified George Jackson via telephone that I would have my customer's initiate chargebacks so that they could pay via another method if he would not allow me to refund them. I requested 3-4 times for him to refund my customers, all of which were ignored.

My online access to the account to initiate refunds was completely cut off, the the online login that I had used was completely removed from the system. George Jackson told me on the telephone that if my customer's filed chargebacks, the money held in the chargeback protection account was to cover any chargebacks that would come through. I notified my customer's to file chargebacks, since BluePay would not issue them refunds. One of the customer's even called BluePay, spoke to George Jackson, demanded a refund, and George Jackson told the customer he could not help them. Today, Friday, January 21st, 2011, I noticed a $2,500 debit from my bank account. This was one of my customer's chargebacks. This amount should have never been debited from my bank account, but instead debited from the chargeback protection funds. Now BluePay has taken $3,800 + $2,500 from me. Over $6,000 total!

I called George Jackson, and he explained to me that I mis-understood him, and that chargebacks would be taken from my bank account, NOT the chargeback protection fund as he originally stated to me. He then also made the claim that my account was setup falsely under a business/name that was not real, which is completely false. The fact he made this personal assumption is extremely unprofessional. BluePay has stolen over $6,000 from me at this point.

Avoid BluePay at all costs! This will be the worst experience you have ever had with a merchant provider!