Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Hyperwallet for unjustly holding my insurance claim funds in the amount of $7,445.17 USD since June 11th, 2024 and failing to provide adequate updates or resolutions regarding the status of their investigation into "suspicious activity.Hyperwallet deactivated my account due to "suspicious activity" after they received insurance claim funds in the amount of $7,445.17 USD from Turo, a rental platform. Despite multiple attempts to contact Hyperwallets customer service, I have been consistently told that they are waiting for Turo to respond to their emails before they can release my funds. However, **** claims adjuster ******************* and several Turo customer service representatives have stated that they cannot locate the emails from Hyperwallet, leading to a stalemate in which my funds remain unjustly held. This lack of transparency and prompt resolution from Hyperwallet has caused significant financial and operational harm:1. Storage Fees: My vehicle is disassembled at a body shop, accruing storage fees daily.2. Lost Income: The vehicle in question is typically listed on ***** rental platform. Its prolonged unavailability has directly impacted my revenue.3. Emotional Distress: The unprofessional handling of this matter has caused me considerable stress and frustration.Hyperwallets failure to provide a resolution or even a clear timeline for resolving this issue is unacceptable. Their actions (or lack thereof) are causing me substantial financial loss and emotional distress.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  RE:Better Business Bureau Complaint No: 22025562
  
  Dear ***********************,
  
  I am writing on behalf of HSI ******** (Hyperwallet) in response to your complaint (Complaint) to the Better Business Bureau. Please see below for further details on the Complaint and our response.
  
  By way of background, Hyperwallet markets a payment disbursement product to corporate clients, such as ********* (Merchant), as a means of paying their independent contractors, clinical trial participants, distributors, and vendors. Services provided to our customers include money transfer services, technology services,and customer support services. Money transfer services include disbursement of funds via prepaid debit card through partnerships we have established with card-issuing banks.
  
  Your Complaint stated your funds are on hold and your Hyperwallet account is locked due to suspicious activity. You requested your Hyperwallet account be unlocked and your funds released for withdrawal. I regret the frustration and difficulty you experienced with the lock on your Hyperwallet account and the funds held. I understand how having funds held without having access to them could cause financial  and emotional hardship and I appreciate you bringing it to our attention.
  
  Response
  On January 26, 2022, you created a Hyperwallet account ("Account") at which time you agreed to Hyperwallet's User Agreement.
  
  On January 27, 2022, you received a payment in the amount of $1,634.00 (Payment 1) from the Merchant into your Account.
  
  On June 5, 2024, you received a payment in the amount of $2,231.78 (Payment 2) from the Merchant into your Account.
  
  On June 14, 2024 Hyperwallet placed a lock on your Account due to a name discrepancy between your Account and a PayPal account using the same email address. At that time, the Merchant was contacted for additional information.
  
  On July 19, 2024, Hyperwallet was contacted by the Merchant, who advised they are reviewing the situation.
  
  Accordingly, we are unable to release your funds or unlock your Account until we hear from the Merchant and this matter is resolved. Accordingly, your requested for reimbursement is denied.
  
  I am glad I could provide clarity to the status of your Account, and I regret any inconvenience this situation may have caused you.
  
  Explanation of Closure
  Hyperwallet's actions in this matter were taken in good faith and in accordance with the User Agreement and online *********** articles when placing a lock on your Account and holding your funds as described above.
  
  We offer our sincerest apologies for any difficulties you may have encountered while using our services. Should you experience any future difficulties with our services, please feel free to contact Hyperwallet **************** at *************************************
  or *************** of ****** Customer Complaints & Advocacy at ************************** if you have any questions or concerns or if we can be of further assistance.
  
  Respectfully,
  
  **********
  ****** Customer Complaints & Advocacy
  *******Inc. (on behalf of HSI ********, a wholly owned subsidiary of ******* *****

• Initial Complaint

  Date:04/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm Brazilian and I work freelance for a company and get paid via Hyperwallet. It happens that the company simply does not process payments on time, sometimes taking more than a day to carry out a simple process.When Hyperwallet processes the payment, it reaches my bank account within 20, ************************************************************************ intermediary banks, but with them.When I click on the transaction, sometimes 6, 7 hours after requesting it, the processing hasn't even STARTED.When contacting the company they say that they do not control how quickly processing is done. What? If the company doesn't control this then who does???I requested a transfer to my bank account on Friday 04/19 at 10AM in my time zone, which in this case is 4 hours more than the company's location and still my money was not released. When clicking on the transaction on the hyperwallet website, it is clear that payment processing has not even started and today, 04/22, I have no idea when I will receive my money. This is complete negligence, how can a company of this size not be able to process payments when this is their ONLY job as other services are done automatically?

  Business Response

  Date: 05/06/2024

  Dear **********************,
  

  My name is ********, and I am writing on behalf of ******* **** in response to your complaint. 
  
  I have determined that this complaint falls outside the scope and jurisdiction of PayPal's ************* offices. As such, I am unable to address the concerns within the complaint; however, I forwarded your complaint to the relevant PayPal offices for review. 
  
  Although I am unable to address your specific concerns in this contact, I encourage you to explore the dispute options available for your country, which are located in PayPal's User Agreement applicable to your account. You can view the User Agreement applicable to your account by clicking on the 'Legal' link located on the bottom, right-hand corner of any PayPal page and selecting the country in which your PayPal account is registered.
  
  Very sincerely yours,
   
  ********
  PayPal Global Customer Complaints & Advocacy

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was paid by my network marketing company on January 12th via hyperwallet ( by Modere). That day 1K was stolen from my account. Also $500 was sent to a wrong bank account. The $500 was returned to hyperwallet on January 24th. The bank provided the transaction information. After a month of calling every few days and sending emails, asking to have this escalated no one is helping me. Theyve cost me $1500 in one months time. They essentially stole the $500. Not to mention the 1K that was stolen on January 12th. Its completely unacceptable to not only allow money to be stolen but to steal themselves.

  Business Response

  Date: 03/21/2024

  March 21, 2024
  
  RE:Better Business Bureau Complaint No: 21215106
  
  Dear ***********************,
  
  I am writing on behalf of HSI ******** (Hyperwallet) in response to your complaint (Complaint) to the Better Business Bureau. Please see below for further details on the Complaint and our response.
  
  By way of background, Hyperwallet markets a payment disbursement product to corporate clients, such as Modere (Merchant), as a means of paying their independent contractors, clinical trial participants, distributors, and vendors. Services provided to our customers include money transfer services, technology services,and customer support services. Money transfer services include disbursement of funds via prepaid debit card through partnerships we have established with card-issuing banks.
  
  Your Complaint stated there were unauthorized transfers from your Hyperwallet account. You requested a refund for the unauthorized transfers. I regret the frustration and difficulty you experienced with the payment activity on your Hyperwallet account reported as unauthorized. I understand how seeing funds being deducted from your Hyperwallet account that you did not authorize and not receiving refunds for these transfers would be a cause for concern and I appreciate you bringing it to our attention.
  
  Response
  On August 17, 2017, you created a Hyperwallet account ("Account") at which time you agreed to Hyperwallet's User Agreement. On September 5, 2023, you provided your bank account (Bank Account) information to Hyperwallet to be used for eligible withdrawals. On September 13, 2023, a prepaid card (Prepaid Card) was issued to you from the Merchant to be used for eligible withdrawals.
  
  On January 12, 2024, you received a payment in the amount of $2,292.12 (Deposit). On that same day, you transferred $500.00 (Transfer 1) to your Bank Account, $1,000.00 (Transfer 2)to your Prepaid Card, and $792.12 (Transfer 3) to your Prepaid Card.
  
  On January 16, 2024, you contacted Hyperwallet Support and stated the Bank Account was closed and the Bank Account was removed from your Account.
  
  On January 17, 2024, you contacted Hyperwallet Support and advised that Transfer 2 was unauthorized and the PrePaid Card was removed from your Account.
  
  On January 23, 2024, Hyperwallet Support initiated a trace on Transfer 1 and provided you with this trace number -  091000016968326.
  On February 14, 2024,Hyperwallet Support advised there was no evidence of unauthorized use due to the established PrePaid card used and that the trace was unsuccessful. At that time, you were advised to continue working with your financial institution for further resolution. Accordingly, we are denying your request for reimbursement.
  
  I am glad I could provide clarity to the status of your Account, and I regret any inconvenience this situation may have caused you.
  
  Explanation of Closure
  Hyperwallet's actions in this matter were taken in good faith and in accordance with the User Agreement and online *********** articles when denying your unauthorized claim and advising you to work with your financial institution regarding Transfer 1.
  
  We offer our sincerest apologies for any difficulties you may have encountered while using our services. Should you experience any future difficulties with our services, please feel free to contact Hyperwallet **************** at *************************************
  or *************** of ****** Customer Complaints & Advocacy at ************************** if you have any questions or concerns or if we can be of further assistance.
  
  Respectfully,
  
  **********
  ****** Customer Complaints & Advocacy
  *******Inc. (on behalf of HSI ********, a wholly owned subsidiary of ******* *****

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21339409
  
  I am rejecting this response because:

  You're saying you can not trace a return you initiated from Hyperwallet that automatically withdrew the $500 on January 26th 2024. No one else, per your own admission did this, you all initiated this return of funds, not the other institution. So you lost yet more money. So you stole it. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 04/03/2024

  Dear ***********************, 
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always, you can reach us by visiting our Contact page on the PayPal website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  PayPal

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21339409
  
  I am rejecting this response because:

   

  This company has done nothing to find the $500 they pulled from another bank 1/26/24 and have no intentions of finding nor replacing any of the monies they lost. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/11/2024

  Dear ***********************,
  
  My name is ***, and I appreciate this opportunity to address the concerns outlined in your response.
  
  I understand your frustration regarding the Hyperwallet payment activity. As previously stated, you will need to work with your bank in regards to the $500.00 transfer.
  
  Please feel free to contact *************** of ****** Customer Complaints & Advocacy at ************************** if you have any questions or concerns or if we can be of further assistance.
   
  Very sincerely yours,
   
  ***
  PayPal ****** Customer Complaints & Advocacy

• Initial Complaint

  Date:01/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Bought ************* tickets with insurance through Fan Shield. - Had to avail of insurance and cancel tickets to show due to death in the family ( specifically my grandmother)- After lengthy process to claim refund ( ********** having doubted the relationship between my mother and grandmother) , the refund was ready to be received. - After an erroneous attempt at claiming the refund due to poor instructions from *********/ Hyperwallet , we attempted to claim refund once again. - Upon claiming refund a second time, have discovered that Hyperwallet has arbitrarily deducted 100$ from our paid amount. This was allegedly because we had a foreign bank account.- **** consulting Hyperwallet over the phone for this issue the person we were speaking to ( *********) was rude and unhelpful. - The arbitrary deduction was insulting, and felt like we were being discriminated against for not having an ************* account.

  Business Response

  Date: 02/02/2024

  February 2, ****
  
  *************************
  KM 18 ************ Rd
  SLEX, NA 01700
  
  RE:Better Business Bureau Complaint No: 21215106
  
  Dear *************************,
  
  I am writing on behalf of HSI ******** (Hyperwallet) in response to your complaint (Complaint) to the Better Business Bureau. Please see below for further details on the Complaint and our response.
  
  By way of background, Hyperwallet markets a payment disbursement product to corporate clients, such as *********************** (Merchant), as a means of paying their independent contractors, clinical trial participants, distributors, and vendors. Services provided to our customers include money transfer services,technology services, and customer support services. Money transfer services include disbursement of funds via prepaid debit card through partnerships we have established with card-issuing banks.
  
  Your Complaint stated $100.00 was deducted from your Hyperwallet account due to your bank account not being a US bank. I regret the frustration and difficulty you experienced with the refund you received from the Merchant. I understand how seeing funds being deducted from your Hyperwallet account that you did not authorize and not receiving the support expected from Hyperwallet would be a cause for concern and I appreciate you bringing it to our attention.
  
  Response
  On January 10, ****, you created a Hyperwallet account using the email address *********************** ("Account").
  
  On January 15, ****, you received a payment from the Merchant in the amount of $1,090.80 USD (Payment 1). Payment 1 was converted to P58,178.86 PHP and withdrawn to your bank account (Withdrawal 1).
  
  On January 17, ****, Hyperwallet received notification that Withdrawal 1 was cancelled by your financial institution and returned to the Merchant. On that same date, you contacted Hyperwallet Support, and this was confirmed by Hyperwallet Support.
  
  On January 29, ****, you received a payment from the Merchant in the amount of $993.37 USD (Payment 2). Payment 2 was converted to P53,581.11 PHP and withdrawn to your bank account (Withdrawal 2).
  
  It is important to note that Withdrawal 1 was returned by your financial institution.Therefore, you will need to work with them for the reason Withdrawal 1 was returned. Additionally, as far as the difference in the amount between Payment 1 and Payment 2, this was determined by the Merchant and would need to be addressed with them as to why the amounts are different.
  
  We apologize for any inadequacy you experienced when contacting Hyperwallet Support.We have provided appropriate training to our representatives to improve this process for similar situations that *** arise in the future.
  
  I am glad I could provide clarity to the payment activity on your Account, and I regret the inconvenience you have experienced withdrawing your Account balance.
  
  Explanation of Closure
  We appreciate you bringing this matter to our attention and offer our sincerest apologies for any difficulties you *** have encountered accessing the funds received into your Account and withdrawing your Account balance.
  
  We offer our sincerest apologies for any difficulties you *** have encountered while using our services. Should you experience any future difficulties with our services, please feel free to contact Hyperwallet **************** at *************************************
  or *************** of ****** Customer Complaints & Advocacy at ************************** if you have any questions or concerns or if we can be of further assistance.
  
  Respectfully,
  
  **********
  ****** Customer Complaints & Advocacy
  *******Inc. (on behalf of HSI ********, a wholly owned subsidiary of ******* *****

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an independent contractor for Beautycounter and get paid my monthly sales commission through something called Hyperwallet. On 3/15/23 I got three emails ( i didn't see them until about 20min later) one said that there was a new sign in to my account. The second was a transaction request confirmation and the third was a track your payment email. None of this was done by me. Someone hacked into my account and changed my payment info to their debit card and transferred $6,245.96 out of my account. I saw these emails at appx 2:20pm and emailed Beautycounter's Counter Pay immediately. They told me to contact Hyperwallet via email and I sent them a message at 2:22pm. I got a reply from ***** in customer service who checked into things, asked me to send a copy of my ID and to explain the problem. She then got back to me saying the looked into it and that someone had gotten into my account and changed the information to their own debit card and that Hyperwallet tried to recover the money but couldn't and there was nothing they could do. I contacted PayPay (they own Hyperwallet) and they said they couldn't help me but said to contact a certain fraud phone number which was disconnected. I reported this to my local police department, the ***** IC3 department, the ************************************ and now you. This is a lot of money that was taken and someone needs to be held accountable and recover my money. These giant corporations saying there is nothing they can do is unacceptable. You site is not letting me upload my documents which include emails/screenshots.

  Business Response

  Date: 04/11/2023

  Dear *************************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need ** most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19877583
  
  I am rejecting this response because:  Hyperwallet and Paypal did NOTHING to assist me. The company I am in independent contractor for, Beautycounter, stepped up to the plate and are going to resolve this matter. They are a reputable company with integrity, unlike Hyperwallet and PayPal. I am disappointed especially because Hyperwallet's HQ is here in my city and I thought they stood behind their product, but they don't. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/03/2023

  Dear *************************, 
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always, you can reach ** by visiting our Contact page on the PayPal website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday I had $1,803.95 transferred out of my account fraudulently. I am paid through Hyperwallet a PayPal subsidiary where I transfer my money to my bank account when im paid into there. I got a call at 2:25pm on Thursday March 16 from ************* which online is the Hyperwallet support number. They said there was fraud on my account and needed to verify it was me to lock down my account so I provided the code that went to my phone just like they do when you speak with the support team. From what I understand it was a hacker masking their phone number under this Hyperwallet support number. They had my email password and phone number somehow and gained access to my account. They then transferred $1,803.95 to a debit card ending in **** with a 03/27 expiration. I contacted hyperwallet support and they weren't able to recover my funds and are not reimbursing me. This is not an isolated incident it is happening to numerous others in my company, Modere.

  Business Response

  Date: 04/12/2023

  Dear *************************, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In return for a service, I was given a $75 debit card. I was told the card was ready to use - no setup was needed. When i tried to use the card, I was told I needed a PIN number. When I called the phone number that I had been provided, a company called "Hyperwallet" answered - they refused to give me a PIN number unless I provided them with personal information. I do not give out personal information to people who I do not know, and of course, this information is not necessary for me to be given a PIN number. They claimed that this information had been given to them (without my consent!) and that they just needed to verify it. I have no idea what "Hyperwallet" is, and have no interest in providing them with any personal information that is not needed to be given a PIN number. ********************** owes me $75 and I would like help in getting the money from them that they owe me.

  Business Response

  Date: 03/18/2023

  Dear ***********************, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message.
  
  Sincerely,
  
  PayPal

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19380445
  
  I am so sorry, but I have not received your e-mail message.  I have checked my inbox as well as clutter boxes, etc. and it's just not there.  Please make sure you use one of these addresses:

  *************************

  **********************************************

  I apologize for the inconvience and look forward to receiving your message.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/22/2023

  Dear ***********************, 
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously. I have resent the email to you.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always, you can reach ** by visiting our Contact page on the PayPal website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  PayPal
  
  

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am a seller for the organization teacherspayteachers.com. Until this past year we have used PayPal as our source of earnings deposits, but in July sellers were made to switch to using Hyperwallet. I have had many issues since then and have attempted to reach out to Hyperwallet many times, both via email and telephone, and have received no response. Since being forced to make the switch from PayPal to Hyperwallet, Hyperwallet has been depositing my earnings in the incorrect bank account. I have sent three emails and made two phone calls between January 19 and today January 30, and have still received no response. I have also contacted customer service at teacherspayteachers, though they informed me I needed to contact Hyperwallet for this issue. I am looking for help in getting them to respond to me so that I they remedy incorrect deposits. Thank you very much!

  Business Response

  Date: 02/01/2023

  Dear *****************************,
  
  My name is *** with *************** of ********* Escalations. Your outreach to the Better Business Bureau regarding PayPal's Hyperwallet product was forwarded to me so that I can fully address your concerns.
  
  I regret the frustration and difficulty you experienced with your withdrawals going to the wrong bank account. I understand how being told that you needed to receive payments through Hyperwallet and then having your withdrawals go to the wrong bank account would be a cause for concern and I appreciate you bringing it to our attention.
  
  As your complaint stated, withdrawals from your Hyperwallet account have been going to the wrong bank account. Upon the receipt of your complaint, an additional review of your account was completed. As a result of this review, we determined that on December 26, 2022, your checking account was removed from your Hyperwallet account and re-added as a savings account.
  
  On January 10, 2023, a withdrawal to that bank account for $82.90 was completed. It is important to note that Hyperwallet is unable to recall funds from your bank and you will need to work with your financial institution to determine where the funds were deposited.
  
  You will need to review the profile section of your Hyperwallet account and remove any financial information that *** be incorrect as Hyperwallet is unable to complete this action for you. Additionally, we recommend contacting your financial institution to determine if a status and/or an account number change occurred with your bank account that *** have caused this error.
  
  I understand your difficulty contacting Hyperwallet support and would like to provide some additional avenues of contact for you. You can reach Hyperwallet by phone at ************** and via chat by logging into your Hyperwallet account and clicking on the chat icon on the bottom right of the page.
  
  I am glad I could provide clarity to the changes on your Hyperwallet account profile and I regret any inconvenience this *** have caused you.
  
  Please feel free to contact *************** of ********* Escalations at ************************** if you have any questions or concerns or if we can be of further assistance.
  
  Very sincerely yours,
  
  ***
  PayPal ********* Escalations
  

  Customer Answer

  Date: 02/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for the response. I have attempted to correct the issue by re-adding my savings account, though nowhere in my account settings am I given the option. I can view my banking information, but do not have the option to edit it. I have called the number to Hyperwallet several times and have never been connected to a representative. I have also emailed several times and have gotten no response. If I can contact PayPal, being that Hyperwallet is connected, that would be most helpful. The only resolution I'm seeking is to correct the problem with *********** that was created by being made to switch to Hyperwallet, and having my savings account removed in that process.

  Business Response

  Date: 02/03/2023

  Dear *****************************,
  
  My name is *** with *************** of ********* Escalations. Your outreach to the Better Business Bureau regarding PayPal's Hyperwallet product was forwarded to me so that I can fully address your concerns.
  
  I regret the frustration and difficulty you experienced with contacting Hyperwallet to resolve this issue. I understand how not being able to contact them to receive assistance with your financial information would be a cause for concern and I appreciate you bringing it to our attention.
  
  As previously stated, both PayPal and Hyperwallet are unable to edit or remove your financial information on your Hyper wallet account.  
  
  You will need to review the profile section of your Hyperwallet account and remove any financial information that *** be incorrect. Additionally, we recommend contacting your financial institution to determine if a status and/or an account number change occurred with your bank account that *** have caused this error.
  
  I understand your difficulty contacting Hyperwallet support. These are the only avenues available to contact Hyperwallet. We here at PayPal are unable to assist you as efficiently as Hyperwallet support is, so you will need to contact them for further assistance. You can reach Hyperwallet by phone at ************** and via chat by logging into your Hyperwallet account and clicking on the chat icon on the bottom right of the page.
  
  I am glad I could provide clarity to how to update the financial information on your Hyperwallet account profile and I regret any inconvenience this *** have caused you.
  
  Please feel free to contact *************** of ********* Escalations at ************************** if you have any questions or concerns or if we can be of further assistance.
  
  Very sincerely yours,
  
  ***
  PayPal ********* Escalations