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  3. I signed up for credit card services for our business that we never used. I was sent PCI compliance forms that I never submitted. Again, we never took credit card payments through the service I signed up for . (One Step). Then we were charged a penalty for not filling out the PCI compliance form. Can we get a refund for not filling out the compliance form for this service that we never received?

    Reply

    • Hi Bonnie,

      In many cases, the issue is not whether you actually processed credit card payments, but whether the merchant account or payment processing account was active.

      Many payment processors require merchants to complete PCI compliance paperwork, usually a Self-Assessment Questionnaire, as long as the merchant account is open. If the PCI forms are not completed, some processors charge a PCI non-compliance fee or penalty, even if no card transactions were processed.

      That said, you may still have a reasonable basis to request a refund, especially if:

      1. You never activated or used the service;
      2. You never processed any credit card transactions;
      3. You did not store, process, or transmit cardholder data;
      4. The PCI non-compliance fee was not clearly disclosed to you;
      5. You cancelled, or attempted to cancel, the account earlier;
      6. The processor did not explain that PCI forms were still required for an inactive account.

      The first step is to contact the processor in writing and ask them to reverse the fee. You can say something like:

      “We opened this merchant account but never used it to accept credit card payments. No credit card transactions were processed through this account, and our business did not store, process, or transmit cardholder data through this service. We are requesting a refund of the PCI non-compliance fee. If you believe the fee is valid, please provide a copy of the merchant agreement or fee disclosure showing that this charge applies even to inactive or unused accounts.”

      Whether they are required to refund the fee will depend on the terms of your merchant agreement and how the fee was disclosed. But it is definitely worth disputing, especially if the service was never used.

      Also, if the account is still open, you should either formally close it or complete the required PCI compliance questionnaire to avoid future non-compliance charges. Some processors continue charging PCI-related fees until the account is closed or the compliance requirement is satisfied.

      This is general information only and not legal advice. If the amount is significant, you may also want to speak with the processor’s customer support team, your bank, or a qualified attorney.

      Best,
      The PCICompliance.com Team

      Reply

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