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AuthorizeNet

Customer Service Ratings and Comments

AuthorizeNet is ranked #203 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 30.25 out of a possible 200. This score rates AuthorizeNet customer service and customer support as Disappointing.

NEGATIVE Comments

15 Negative Comments out of 16 Total Comments is 93.75%.

POSITIVE Comments

1 Positive Comment out of 16 Total Comments is 6.25%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • MISLEADING!!! They ripped me off and wasted my time. The account rep had an email address @cybersource.com . I cancelled my account and asked for a refund. Turns out he worked for authorize.net and had no jurisdiction over cybersource. SO WHY THE CYBERSOURCE email address and signature??? I found that out two months later after cybersource continued to charge me. He said there was nothing he could do. The RUDE and ABUSIVE staff at cybersource refused to give me a refund or to even let me speak with a supervisor. THEFT!!! GO WITH ANOTHER COMPANY!!!!!!!

    buyer 7/20/10 10:08AM

  • They enforce their TOS unfairly.

    Authorize.net does not allow internet tobacco sales, right? http://www.authorize.net/company/terms/

    2. LAWFUL USE.

    You agree that You will not at any time conduct Your business in any manner that directly or indirectly offers, sells, leases, licenses or displays, delivers, advertises, recommends, or promotes any product(s), service(s), data, information, image(s), text and/or any content which:

    1. is unlawful or violates any applicable local, state, federal, national or international law, statute, ordinance, or regulation including, without limitation, Credit Card Association rules, consumer protection law, Internet tobacco sales, firearm sales, unfair competition, antidiscrimination or false advertising.

    I'm really curious how there are a ton of companies online selling tobacco using Authorize.net when its against their TOS. I'm wondering what Auth.net CEO is getting a kickback from these companies. I asked Auth.net in March 2010 about it and yet all the companies in question are still using Auth.net for internet tobacco.

    Here are a few examples:

    http://www.miamicigarshop.com
    http://verify.authorize.net/anetseal/?pid=d945bf96​-481e-49e8-a93b-fd4718232f17&rurl=http%3A//www.mia​...​

    http://www.tophatcigar.com/
    http://verify.authorize.net/anetseal/?pid=d62a6ca0​-b6be-4f59-8cd7-bf476c7a4dd8&rurl=http%3A//www.top​...

    http://www.cigar5packs.com/cigar-brand-under-40-do​llars/garcia-y-vega-packs-350.html
    http://verify.authorize.net/anetseal/?pid=be25673a​-3834-4891-aff1-3e2541c28f0f&rurl=http%3A//www.cig​...

    geohacker 6/13/10 12:36PM

  • I have been processing with Authorize.net for 5 years. Overall, they have not done a bad job. However, they have now made an error that may very well cost me my business. They will even admit the error they made, but will not fix it because they are following their "policies".

    I have (had) two Authorize.net with ECheck.net accounts with this company. One, I have been using for the past year. The second one was an older one that I used with a previous merchant provider that I have not been with for quite some time.

    In December, I chose to switch to a new merchant provider. I called Authorize and asked them if I could switch my gateway to a new provider and which of my two Authorize.net accounts I should switch. I was told that I was the full owner of both accounts and changing providers on either of them would be fine, so I might as well continue processing on the one that I had been using up to this time.

    The switch occurred without incident in mid December and all seemed ok. On January 1, I ran my primary billing run for the month and all went well. The billing run on the first of the month constitutes roughly 55% of all of my monthly electronic billing. My ECheck transactions (Which accounts for 80% of that days transactions) went into the standard 7 day hold that Authorize puts on such transactions.

    On January 3, I again went to run a transaction and found myself locked out. I checked with Authorize and they informed me that the account had been closed. After having an extensive discussion with several customer service representatives and a supervisor (Alan), I was told that the bank I had been previously using was among a list of merchant providers who had the power to close gateway accounts that they set up, even though they did not directly own them. They freely admitted that the original Customer Service person had told me to do the wrong thing.

    I called to ask about the funds that were currently in their 7 day hold period and was told that, because the account was closed, the funds would be locked for 90 days!

    I spoke with two people in the Risk Managment department, which oversees these holds, as well as the customer service people again. Everyone will admit that it was their fault, but they completely refuse to budge on their policy of holding my money. They did say that I could submit a request for review after 30 days and they MIGHT consider releasing the money then.

    In the past I would have given this company a resonably good review. However, considering that they may very well have destroyed my company and refuse to fix their own mistakes: I advise everyone to think carefully before dealing with them.

    Roaming Egg 1/8/10 9:43AM

  • Additionally, if they did have a fire, and it affected their web presence and emergency technical support phone lines, this is the reason one cannot get through to them. However, they certainly, without question, need backup tech. support and customer service located in a different location other than Seattle, Washington. An total no-brainer. Not everyone knows to go to Twitter...obviously.

    AlInTampa 7/3/09 9:28AM

  • The site has been down for a long time now, can't get through to customer support and service is long time gone.

    Anonymous 7/3/09 9:06AM

  • The issue is not the problem itself... they are working to resolve that. The issue is they have nobody in their office to talk with us customers and let us know what is going on. We're looking for a gateway now with 24/7 support... not banker's hours.

    Anonymous 7/3/09 9:05AM

  • I hope that there will be some attempt to make information available soon. We are a self-storage and customers pay us at the first. Having no information and no way to contact customer service is a real problem.

    Anonymous 7/3/09 8:43AM

  • We'll be looking for a new gateway as well. Lost way too much business already this morning.

    It would be different if they cared enough to call the customer service reps in to talk to us... just goes to show you that when some of these places get too comfortable they forget who pays their bills... us Merchants do!

    Anonymous 7/3/09 8:29AM

  • Additional phone numbers for authorize.net that accept messages.
    425-586-6000

    Administrative Contact, Technical Contact:
    Diekmann, Kathleen registrar@authorize.net
    CyberSource
    1295 Charleston Road
    Mountain View, CA 94043
    US
    650-965-6000 fax: 650-965-6826

    Extrmely Upset Customer 7/3/09 8:19AM

  • I hear reports that they had a fire in their data center, that's why everything is down!

    Anonymous 7/3/09 8:13AM

  • I'm in the same boat as you other three people… our credit card transactions are timing out, www.authorize.net is down, and the phones are unreachable.

    On our busiest check-in day of the year (pet boarding facility), we are resorting to taking customers' card information on file and hoping that they are valid.

    Not impressed with Authorize.Net today.

    Anonymous 7/3/09 8:08AM

  • Very unhappy with the down website, not functioning phone lines and lack of any kind of customer service on a Holiday Weekend. I hope the staff enjoys their day off as I am sure they will be scrambling on Monday to try to save what customers may be willing to give them a second chance.

    Sara 7/3/09 8:08AM

  • Being down when everyone is having 4th of July sales is intollerable! I called CyberSource Corporation (888-330-2300) which is the company that owns the trademark for authorize.net and got the same outgoing message (different voice) "you have reached us outside of our normal business hours". When a company is the backbone to many e-commerce sites they should clearly undrestand the importance of holiday weekend sales. Even if they had an outgoing message stating that they are aware of the problem and working on it I'd not be as upset. For me this means that on a holiday weekend I am going to have to keep staff in the office to take phone orders! Thank you authorize.net for ruining my 4th of July weekend!

    Extremely Upset Customer 7/3/09 7:53AM

  • definitely the worst service ever! Frequent outages, no one is there to answer the phone. Rate it 0 out of 10.

    Anonymous 7/3/09 7:38AM

  • The wait time takes forever, even after pressing 0, I had to listen to the recording talk for 30 seconds, then it's elevator music. After 2 Minutes at 40 seconds, the recording says that I have an estimated wait time of 13 minutes. Then it goes back to the elevator music. After 5 minutes and 10 seconds, they advertise their web merchant interface, FAQ Help, other buttons and then goes back to elevator music at 6 minutes and 30 seconds. After 9 Minutes and 40 seconds, they advertise how to reset your forgotten passwords. After 13 minutes, they explain that merchant service provider is separate from authorize.net, then back to elevator music at 14 minutes and 20 seconds. 17 Minutes and 25 seconds and yet another advertisement about making payments and back to elevator music at 18 minutes and 40 seconds. I have now waited several minutes over the 13 minutes and the initial 2 minutes and 40 seconds. 21 minutes and 40 seconds, I get a live person.

    CUSTOMER SERVICE IS HORRIBLE, expect to wait for a longggggg time. I'd much rather use PayPal's merchant services if possible. Because of their horrible service, and getting the run-a-round several times to cancel the service (submitting the cancellation form via email 3 times, faxing it, calling in to cancel). I've had no luck with any of this.

    Then, after closing my bank accounts, I get a letter in the mail saying that I have a $10.00 late charge (after a few months) and a total balance due for $65.

    Good news is that:
    "Delinquent accounts are disabled on the last business day of the month, and a $25.00 fee is required to reactivate the account. Additionally accounts that continue to be unpaid are transferred to a collection agency," as printed in the letter I received.

    I guess this happens to a lot of people, your your merchant service provider and gateway(authorize.net) are 2 different companies. And in many cases, your merchant service provider doesn't contact the gateway to cancel your account and you end up with delinquent payments. I went ahead and just paid the $65 that I owe and now have to call QuickCommerce (eCommerce Exchange) to cancel my merchant service provider account. What a *itch! This call just took me 31 minutes, I'm out $65 dollars and still need to make another phone call and possibly waste another half hour. On the lighter note, the guy on the other side was extremely helpful and to my surprise, extremely nice. He sent over a confirmation email stating that I can get a full refund if I am able to provide the documentation that the account should have been closed out as of March 1st. He gave me the Reference # so that I could call back and they'd know exactly what happened. Moreover, they had the number for QuickCommerce and the agent who I needed to get in contact with in order to close out my account with QuickCommerce.

    I hope this helps!

    originaljighead 4/30/09 5:40PM

  • Submit your comment >>
  • This situation is frustrating. But as our company has weathered a natural disaster in the past, I am willing to give patience and understanding. Previous experiences with customer service have always been prompt and effective.

    Anonymous 7/3/09 9:55AM



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Complete AuthorizeNet customer service phone numbers and contact information at ContactHelp.com
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