Complaints
This profile includes complaints for Paysafe:Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 182 total complaints in the last 3 years.
- 77 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/17/2025
Type: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 have an account with the company and found out last year in July they had been charging me for 2 accounts which didn't make sense when I only had activity on one account. Ever customer service rep I spoke to told me they didn't understand why I would have 2 accounts On July 3rd 2024 I requested them to stop the other account well as of June 10th the account was still active. They've been double dipping with their services and this is illegal. I've spoken to a Supervisor by the name Raquel to request a refund. I'm waiting on her to call back from last week. They're taking advantage of a small business and only willing to give me back 6 months of payments but I've been with this company since 2017 but i'll be seeking legal action.
Business Response
Date: 06/18/2025
Thank you for the opportunity to address your concerns. Our
records indicate that a member of our Customer Service Team contacted you
directly and the issues described in your complaint have been resolved to your
satisfaction. A refund is being
processed, equivalent to month end fees charged from July 2024 through May 2025
(please allow 5 to 10 days from processing to electronic delivery to your bank
account on file). Closure of your merchant
account was completed on June 10, 2025. As it relates to your active account
number ending in 5083 the one-month pci non-action fee refund has been
processed as well. Should you have additional questions, please
contact us at 800-327-0093.Initial Complaint
Date:06/06/2025
Type: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 set up an account with this business to assist with processing payments for my business. On 5/21/2025, due to the holiday and weekend it was not processed, and I was okay with that, and it was later released and that I could continue to take more payments. I then accepted more payments on 5/30/25 totaling $575, and they are withholding from me and now have locked my account, when I called they knew nothing about it. I later received an email notification, that I responded to. sending them the required information that was requested, now I am being told they can hold my money for 180 days before releasing it back to me, in addition they charged my personal account $29.19 for a membership that I was unaware of, I was told by the rep that I would receive a refund within 2 days that never happened, now when I call him, I am not getting a response or answer back. The most recent rep, that I spoke with today tells me that there is no refund being processed on the account.Business Response
Date: 06/13/2025
Thank you for the opportunity to address your concerns. On or around May 31, 2025, a batch in the amount of $575.00 was submitted and flagged for several reasons of concern in our Risk department. The reason for the hold of the funds is the cards were processed outside of terms, split transactions on same card is not only against best practice for the card issuer but for merchant processing as well. The decline ratio level for your new merchant account is very high with declines at 47.06% which is well over the allowed percentages. Due to the split transactions on the cards and declines, the funds will hold for the term of the agreement which is 180 days as the cardholder as well as the card issuing Bank can dispute the transactions up to that time frame.
Regarding the charge of $29.18 it’s your May 2025 month end fees. In review of your signed merchant service agreement the fees charged are valid. Although the fees are valid, we will refund $42.61 upon your acceptance as a courtesy. We must mail the refund check in the authorized signer name or the business name as it appears on file, please advise of your preference and provide your best mailing address. Please note receipt of refund can take up to 30 days from acceptance to delivery.Initial Complaint
Date:06/04/2025
Type:Status:ResolvedMore 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.
Creating an additional account and then billing customers $99 a month for inactive accountsBusiness Response
Date: 06/05/2025
Thank you for the opportunity to
address your concerns. Our records
indicate this matter has been resolved.
On or around June 4,2025 you were notified directly, advised your refund
request was approved in the amount of $396.00.
The request was submitted and to please allow 7 to 10 business days for
processing and deposit.Customer Answer
Date: 06/06/2025
I have reviewed the response made by the business in reference to complaint ID 23419713, and find that this resolution is satisfactory to me.
Regards,
P**** *******Initial Complaint
Date:06/04/2025
Type:Status:ResolvedMore 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 formally request a full refund of charges billed to my account after its closure. I submitted a signed Account Closure Form on December 15, 2023, for Merchant Account Number 42*************1 under the business name D**** ********** LLC. The closure request was acknowledged and completed via DocuSign the same day, as shown in the attached documents.
Despite the confirmed closure, my account continued to be billed for monthly fees through January 2, 2025, totaling $1,593.45. Below is a breakdown of the unauthorized charges made after the closure date:
-Jan 2, 2025 – $178.95
-Dec 2, 2024 – $278.95
-Nov 2, 2024 – $178.95
-Oct 1, 2024 – $178.95
-Sep 3, 2024 – $178.95
-Aug 1, 2024 – $79.95
-Jul 1, 2024 – $79.95
-Jun 3, 2024 – $79.95
-May 1, 2024 – $79.95
-Apr 1, 2024 – $79.95
-Mar 1, 2024 – $79.95
-Feb 1, 2024 – $50.00
-Jan 2, 2024 – $50.00
I've also tried calling and emailing multiple times and have not had this issue resolved. The bank account on which you were billing me was closed because I did not know why money was leaving it. When you issue a refund please mail me a check or contact me via email if that is not possible.
--
Thanks,
J**** *****Business Response
Date: 06/05/2025
Thank
you for allowing us to address your concerns. After investigating the reporting
issue, we will issue a refund of $1,574.45 for the fees incurred.
We
apologize for any inconvenience this may have caused. The refund will be sent
via check to the address provided in your complaint, upon acceptance
of
this response.
Thank
you.Customer Answer
Date: 06/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.
Regards,
J**** *****Initial Complaint
Date:05/21/2025
Type: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.
They are trying charge me $300 for canceling an account I just opened with them. They are stating there is a 3 year contract (was never explained), when I asked to speak with a supervisor I was told I needed to callback if I wanted to speak with someone else and that a supervisor couldn't help. After I insisted to speak with a supervisor, they flat out told me no. I hung up to callback and the customer service representative called me back 2 times to further try and instigate. After I called back, I sat on hold for 30 minutes after asking to speak with a supervisor again, only to be told that they were in a meeting.Business Response
Date: 05/23/2025
Thank you for your review.
Our records indicate our customer service representative spoke with you
today May 23,2025 to advise they received management approval to waive the
early termination fee upon receipt of your signed closure form. Once your closure form is received and processed
you will receive a confirmation email. Also,
we have submitted a request to email you a call tag to return the equipment.Initial Complaint
Date:05/12/2025
Type: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.
Charged a $3150 card 4/16/25
Received a email 4/17/25 after hours asking for my bank statements, invoice etc
Submitted immediately.
Called 4/18 and they said they have everything and will release funds on following Tuesday at latest(3days)
Never heard anything, called everyday and can never get answers expect risk review is unavailable to talk.
They asked for the client to get on the phone to review so I called and got him on the phone just for them to say oh nobody is available in risk management they have high calls(go figure)
So I refunded my client to be able to charge him through a different way on 4/28/25.
Now, they decided to take $350 out of my account but I never told them to close it and I didn’t receive anything in writing that they were closing. FRAUDULENT CARD COMPANY PAYSAFEBusiness Response
Date: 05/16/2025
Thank
you for the opportunity to address your concerns. The Risk Department flagged
this account after several
attempts
to use the card in question over multiple days, which resulted in repeated
declines before authorization
was
finally granted on April 16, 2025. Although documentation was received from
you, the merchant, complete
verification
with the actual cardholder could not be achieved. Multiple attempts to contact
the cardholder at a
verified
phone number were made on April 24 and 25, 2025, with messages left on both
occasions. Subsequently, a
return
was issued to the card. Without cardholder contact or verification, the Risk
Review remained incomplete, leading
to
the closure of the account. As per the terms of the Agreement, an Early
Termination Fee (ETF) is applied whether
the
account is closed by the merchant or Paysafe. As a gesture of goodwill, the
company will initiate a refund of
$350.00
via ACH. Kindly allow 5 to 7 business days for processing upon acceptance of
this response.
Thank
you.Customer Answer
Date: 05/19/2025
I am rejecting this response because:You charged my account AGAIN an additional $300 last week with two separate $150 charges.
I never said close my account and you never gave me a closure notice.
and in regards to the customer, I got the customer on the phone and y’all said risk management was to busy to talk to him because of “high call volume”
I refunded the customer and charged him (with no problems) on a different processor.
Regards,
M**** *******Business Response
Date: 05/23/2025
We
understand you are not satisfied with our response dated May 19, 2025. You
attempted a
three-way
call with the cardholder, but the analyst was unavailable. Even if available,
we cannot
identify
a cardholder through a three-way call; verification must occur through a
verified line for
everyone's
safety. This was attempted several times as previously stated. The processing
fees are
valid;
therefore, no refund is warranted.
As
per the Agreement, an Early Termination Fee (ETF) applies whether the account
is closed by
the
merchant or Paysafe. As a goodwill gesture, we will refund $350.00. However,
the valid
month-end
fees rejected will offset the refund amount against the outstanding balance.
The
remaining balance of $44.34 will be refunded via a check, upon acceptance of
this response.
Please
allow up to 30 days for delivery and processing.
Thank
you.Initial Complaint
Date:04/25/2025
Type:Status:ResolvedMore 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.
My account 21******6 in the Skrill payment system has been temporarily blocked since the beginning of April 2025. During this time, the Skrill company requested a bank statement, a utility bill, and a debit card statement for the last 3 months - I provided all the documents on time. But the account is still not unblocked. Skrill cannot make a final decision for 3 weeks. Why? Is it really that hard to review all my documents within a week? My royalties and fees from sales of digital content have been credited to the Skrill account for a whole year, and now I don’t know what to do. Should I wait longer or change the payment system?Business Response
Date: 04/29/2025
Thank
you for the opportunity to address your concerns. Please note that this matter
pertains to Skrill Limited, which is authorized by the
Financial
Conduct Authority (FCA) for issuing electronic money. You will be contacted
regarding your complaint through Skrill's official communication
channels.
Thank
you.Customer Answer
Date: 04/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23250318, and find that this resolution is satisfactory to me.
Regards,
D**** *****Initial Complaint
Date:04/16/2025
Type:Status:ResolvedMore 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.
Date of transaction was 4/14/25
The transaction (ACH debit) amount was $11.58. The item is debited by PNC bank but after identification of the ID tracking #, I was given Paysafe Solutions as the actual debitor and their customer support to contact.
This business was not authorized to debit any amount from our account as we do not have a merchant account with them. I called the customer support line today (4/16/25) in an attempt to gather information as to how they were authorized to debit funds from our account, a customer support agent answered, however placed me on hold for 14 minutes, and the line automatically went to an automated survey and disconnect. Attempted to call back again and an agent did not answer my call.Business Response
Date: 04/22/2025
Thank you for the opportunity to address your concerns. There was a billing error found related to
your active merchant service processing account number ending in 6**7. Please allow up to 5-10 business days for the
refund process in the amount of $11.58.
We apologize for any inconvenience caused. If you have any further questions or concerns, please contact us at ###-###-####.Customer Answer
Date: 05/14/2025
Hello, I am writing to report that the $11.58 amount which was "accidentally" debited from our business account has still not been credited back to us. We also received an email this morning from PaySafe which appears fraudulent to me, as we do not have any business relation with this company. I would appreciate a follow-up with this PaySafe Processing company to ensure the debited amount is refunded to us and also to ensure there is not any additional suspicious activity continuing to occur. I have attached a screenshot of the email for your review.Business Response
Date: 05/14/2025
Please carefully review your deposits from your active
merchant service processing account number ending in 6**7. We ensure your sales batch deposits are sent
to your bank. On or around April 23,2025
a deposit was sent to your bank in the amount of $536.88. The deposit included your sale transaction
batch from April 21,2025 in the amount of $422.30, sale transaction batch from April
22,2025 in the amount of $103.00, and the error refund in the amount of
$11.58.
If you have any further questions or concerns, please
contact us directly at 800-327-0093. Our
contact number can also be found on your merchant statement.Initial Complaint
Date:03/17/2025
Type:Status:ResolvedMore 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 received a past due amount notification from this company dated 2/25/25 for a business I haven't worked for since October 2019. The letter stated that this was their second attempt. I called the number on file and had to leave a message so I contacted the main number to speak with someone in billing on 3/17/25 as this was my first letter. I informed th that I have worked for the company in this time and I don't have any accounts for the business or have the ability to create an account for them. They said I was the owner and they had all of my information so it is my debt from January of this year. I informed them again that I did not make any purchases and have no affiliation with this business. They stated I would need to speak to the owner of the business. Did that it closed and I don't know who was in charge at the time of it closing. They than again said it was my account. I discussed I am fraudulently on this account and it is not my debt. They kept basically calling my a list as they kept saying I opened the account because they have my information. They kept saying the purchases are valid and I signed something but couldn't tell me the date they say I signed. This is obviously fraudulant. They said an account was in my name in 2017 which I had worked at the company at that time. They said that people were able to still charge to this account although the owner was the executive director and not me. I want it taken care of as the account was closed by the business and the business is responsible for these purchases and I did not make or authorize any purchases.Business Response
Date: 03/21/2025
Thank you for your submission. To establish a merchant account, the merchant is required
to complete a Merchant Processing Application (MPA), which includes comprehensive
information about the business and the payment processing services being sought.
According to our records, a merchant account was duly established pursuant to an MPA.
Although the fees charged in connection with the merchant account were valid, we have
waived the outstanding balance of $418.35 as a gesture of goodwill.
Thank you.Customer Answer
Date: 03/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23077673, and find that this resolution is satisfactory to me.
Regards,
A***** *****Initial Complaint
Date:03/17/2025
Type: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 have been erroneously charged for the last 6 months by this company for merchant services that I do not use. My business 4904 North LLC was signed up with this merchant company through PaySimple in 2/23/23. I have requested my account to be canceled multiple times and signed and dated Docusign account closure agreements as of 1/30/25, 2/10/25, 2/25/25, even though I received a confirmation email on 2/10/25 stating that my account would be closed in (3) business days. I have been communicating with Linda Arps and have sent nearly 50 emails requesting confirmation of account closure and a refund. PaySafe has charged me $197.98 for the last 8 months for noncompliance and nonuse fees. The PCI compliance test was completed in 6/2024. I was never informed in writing that a nonuse fee was being assessed, as when I signed up, I informed Paysimple and Paysafe that I am a seasonal business who will not process every month. This process has cost me nearly $2000 and as a small business has caused severe damage to my business. I have also left several voicemails to rep Linda Arts to which none have been responded to, this has been a complete nightmare.Business Response
Date: 03/21/2025
Thank
you for your submission. Please note that merchants must comply with Payment
Card Industry (PCI) data security standards
as
part of their signed merchant agreement. To avoid non-compliance fees,
merchants must always maintain their PCI Compliance
status
to prevent the PCI Non-Action Fee (PCI NAF). Our records indicate that the PCI
Self-Assessment Questionnaire (SAQ) was
due
in June 2024 but was not updated, resulting in a PCI Non-Action Fee. The
closure request form was received on or about
January
30, 2025. As a courtesy, we will refund $197.35, representing February
month-end fees, upon acceptance of this response.
Thank
you.Customer Answer
Date: 03/24/2025
Complaint: 23067141
I am rejecting this response because:
i was also charged $198 for March 2025 that also needs to be refunded.
Regards,
J***** ******Business Response
Date: 03/24/2025
In reference to your response dated March 24, 2025, please note, that our billing cycle charges
for the previous month. The fees debited in March 2025 were for February's month-end fees.
Thank you.Customer Answer
Date: 03/24/2025
Complaint: 23067141
I am rejecting this response because: please provide proof of the billing cycle. If the billing does indeed end on the 24th there should he a protated fee returned back to me.
Regards,
J***** ******
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