Complaints

This profile includes complaints for Paysafe:Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Paysafe:Group

  30721 Russell Ranch Rd Ste 200 Westlake Village, CA 91362-7383

  
• 

  Paysafe Payment Processing Solutions

  128 Vision Park Blvd Ste 300 Shenandoah, TX 77384-3021

• 

  Paysafe:Group

  2600 Michelson Dr #1600 Irvine, CA 92612

• 

  Paysafe:Group

  40 Burton HillsSuite 415 Nashville, TN 37215

• 

  Paysafe:Group

  PO Box 129 Santa Barbara, CA 93102

  

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:12/20/2023

  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 opened an account with PaySafe to process credit cards at craft fairs in November. I was sent a defective card swipe device. They didn’t tell me to send the old one back, but sent me one that worked two weeks later (too late to use). I processed $515 worth of credit card sales (manually) and the money still has not been released to me. After hours on the phone I was “required” to send a bank letter with ALL MY ACCOUNT INFORMATION to Iaccess, (processing portal). After receiving that they requested another form in regards to changing my bank account information. But I never have changed my bank account so it’s totally unnecessary! Now they are going to bill me $25 processing for that unnecessary form. They told me to fax it to them and the number they gave me is not usable. It doesn’t work! The service number to call if you have problems with it also did not work. I have reached a dead end with them and they still have my money and access to my bank account! My business name is Out on a Limb Wood Creations.

  

  Business Response

  Date: 12/20/2023

  Thank you for the opportunity to address your concerns. Our records indicate a bank letter was received 
  on or about December 12, 2023, however, only the bank account number differs from the bank account
  number we have on file and listed on the Merchant processing application. Please note, a few digits are 
  missing in the bank account number therefore, a Bank account change request form must be filled out 
  completely including the incorrect bank account number on file and the correct account number. Once
  the bank information is updated, our Collection department will release the funds currently on hold. 
  
  Note, the $25.00 processing fee to update the bank account will be waived. Should you have additional 
  questions, please contact our Customer Service team for assistance.
  
  Attached is the Bank account change request form. Once the form is fully completed, please email the form 
  to the email address located on the form.          
  
  Thank you,
  Paysafe 

  Customer Answer

  Date: 12/28/2023

  
  
  
  
  Complaint: 21033482
  
  
  
  I am rejecting this response because:

  I haven’t received any update from iaccess.  My complaint has NOT been resolved.  I want it to stay open until I receive my funds.
  
  
  
  Regards,
  
  
  
  S**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/03/2024

  Greetings,

  Our records indicate our Accounts Maintenance team contacted you directly via email today 1/3/2023 to advise the bank account had been updated.  With this process the updated information cycles in the system in 24 hours. Upon completion the request to release the funds on hold is processed and released within 3 to 5 business days.  We hope this response provide satisfactory resolution to this matter.

  Thank you,

  Paysafe

  Customer Answer

  Date: 01/05/2024

  
  
  
  
  Complaint: 21033482
  
  
  
  I am rejecting this response because: I’m happy with this response, however I don’t want to close my complaint until I have received the money into my account.  Thank you ???? 
  
  
  
  Regards,
  
  
  
  S**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/11/2023

  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.

  Grattin dog
  Lease *********8000
  11/24/2023 I canceled my merchant account and I had to pay $1,540 dollars to cancel the lease early and return all the equipment after the month. I received another charge for what I think is an error and I contacted customer service for it. They tell me no that I had only canceled one piece of equipment and that to cancel it I had to pay $2900 dollars, it is something ridiculous because they did not give me the total price to pay at the beginning when I was canceling the service, they are people of bad faith who want to steal to the people

  

  Business Response

  Date: 12/11/2023

  J***** ********,

   Thank you for your submission. We are Paysafe Merchant Service, unfortunately, we were unable to locate a matching record for you based on the contact information submitted with your complaint.  If your merchant service was with Paysafe please provide your merchant identification number and the contact information associated with your account for further review.
  
  
  Thank you,
  Paysafe

• Initial Complaint

  Date:12/11/2023

  Type:Billing Issues
  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.

  Subject: Dispute of Collection Entry on Credit History
  Dear collection team,
  
  I hope this message finds you well. I am writing to dispute a collection entry that appears on my credit history. before I talk about the miscommunication, here are some difficulties I face:
  
  My family was trapped in Afghanistan due to security issues. I went to Pakistan to assist them in obtaining U.S visas. I last returned to the U.S on Oct 16. I checked my mailbox and found a letter about the balance. I wrote a check and sent it on December 6, 2023. Please see attached copy of the check. Last week I noticed about the collection on my credit, I made another payment in the amount of $10,44.29 via credit card.
  
  On May 20, 2023, I called Paysafe's local rep and informed him about closure then called Paysafe's customer service multiple times to inquire about any outstanding balance, but the representative confirmed there is no balance.
  
  Furthermore, upon reviewing my credit report, I see a collection entry from [Caine & Wainer] for an amount of [$1044.29]. I believe this entry is a mistake as I have no knowledge of this debt and already made two payments and have always strived to meet my financial obligations promptly and followed all payments.
  
  Under the Fair Credit Reporting Act, I have the right to dispute any inaccurate information on my credit report.
  
  This collection entry has negatively impacted my credit score, and its removal is crucial for an accurate representation of my creditworthiness. I appreciate your immediate attention to this matter.
  
  I am aware that you are under no obligation to grant this request, but I hope you will consider my current financial situation. This collection on my credit report is causing significant difficulties for me, including hindering my ability to obtain new credit, rent an apartment, or even secure employment. Thank you for taking the time to consider my request. I look forward to your positive response. Attached all documents.

  

  Business Response

  Date: 12/12/2023

  Thank you for the opportunity to address your concerns. Upon notice, the company promptly requested 
  C&W to stop all Collections efforts and take the necessary steps to remove from the credit report. C&W 
  has confirmed that a request to remove the report with the credit bureaus has been submitted. C&W
  indicated the change should become effective within thirty days.
  
  Please see the attached letter. 
  
  Thank you. 

  Customer Answer

  Date: 12/12/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20984913, and find that this resolution is satisfactory to me. Julie. Thank you so much for you quick attention. There is no easy to tell how this action will help me in future. 

  Do not forget you are the best. Happy holidays to you and your kind family !!!

  
  
  
  
  Regards,
  
  
  
  Q***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/11/2023

  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.

  My friend and I formed a business called Computer Programming & Systems Design LLC. We contacted this company to be our credit card processor. I have a friend of mine who needed some computers and some computer accessories but he didn't have any money on him. So, I informed him that he could buy the computers from my business partner and I would loan him the money. He then proceeded to place the order with my business partner using my credit card.This transaction was done on 12/01/2023 and was the only transaction done on this company's payment software. On Monday the 4th of December 2023 my business partner checked the business account to see if any funds were sent to the account so he could get his money but Paysafe had deposited nothing but closed the account. I called them asking them about the money and they say that they are holding the money for possible charge backs but this is rubbish as only one transaction was done on the account that of the 2400$. I told them to return the money to the card that it was taken from since they don't want to send it to the business account and they refuse to return the money. I am a partner in the business that had contracted this company to be our payment processor and I am the owner of the credit card that was used in the $2400 transaction. There is no way that an issue of a charge back can arise so there is no reason for them to hold unto my money .I am asking this company to return my money to my credit card please. I have asked my credit card company to contact Paysafe so as to get my money. I would advise all small businesses not to do business with this company as they are crooks and want to ripp off your money for no reason. I will be writing several reasons about this company on Google. The money was not sent to the merchant's account and they won't return the funds to the credit card, That makes no sense. I have to pay my business partner

  

  Business Response

  Date: 12/12/2023

  Thank you for the opportunity to address your concerns. The account was boarded on 11/29/2023 with the first batch processed on 12/4/2023. The account was approved for 90% card present sales, 10% keyed. There were inconsistencies identified during our review of application information, most prevalent being the business could not be located. When observing processing, all sales were keyed and there were over 80% in declines for suspected fraud and other reason codes. The account was closed due to the processing concerns noted. Following closure, merchant stated he processed his own card, which is a violation of card rules and our processing agreement.  Funds are held, per terms and conditions of the merchant processing agreement, up to 180 days to protect against chargebacks / loss.
   
  Thank you. 

• Initial Complaint

  Date:12/07/2023

  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 am writing to formally file a complaint against Payafe concerning recent actions taken with respect to my account for credit card processing.
  
  To provide context, I am the proprietor of a bookbinding business, and shipping services that initially processed payments through cash and Zelle. Due to heightened customer demand, I decided to explore credit card payments and, after diligent research, opted for CDG Commerce based on a flat-rate method.
  
  Shortly after establishing this payment arrangement, I received an email from one of Paysafe's representatives expressing interest in providing credit card processing for my account. Despite already having a functioning payment solution in place, I considered their proposal, which included an interchange plus 0.25% + $0.08 per transaction, along with a $3 monthly gateway fee for SwipeSimple and PCI compliance if not approved.
  
  Upon approval, I integrated SwipeSimple into my business operations, appreciating its invoicing feature. However, my positive experience took an unexpected turn when I received an email from Paysafe's risk team, indicating that my account was under review due to several declines. Subsequently, I was asked to submit three months of bank statements and invoices for three transactions, which I promptly provided.
  
  To my dismay, a few days later, I received another email stating that the information provided could not be verified. Additionally, it was asserted that, due to being categorized as high risk, my account would be closed, and funds would be held for 180 days. This decision is perplexing and unjust, especially considering that all three invoices had comprehensive information, and the transactions had exact AVS matches.
  
  Further investigation revealed that the declines in question stemmed from a specific client attempting multiple transactions through an E-invoice. Despite my efforts to clarify that I had no control over this situation—given that the client entered the information via the E-invoice, a method officially deemed safer with fewer fraud opportunities—I was advised by Paysafe's risk team to contact customer service and request a setting preventing further transactions with the same invoice after two declines. However, after speaking with customer service, I was informed that no such setting exists.
  
  I provided all necessary information during the account setup, outlining my business model and payment acceptance plans. It is disheartening to face a high-risk classification after processing approximately $4,000 in transactions, especially when this information was communicated and approved during the account opening.
  
  This experience raises concerns about the transparency of Paysafe's practices. It appears that the initial approval was not genuine but rather a method to lure me away from a different company. The subsequent closure of my previous account with my former processor adds to the perception of unfair treatment.
  
  I kindly request a thorough review of this matter by the Better Business Bureau, considering the circumstances explained above. I believe the decision to close my account and hold funds is unwarranted and adversely affects my business. Your intervention in this matter is highly appreciated, and I look forward to a fair and prompt resolution.
  
  Sincerely,
  
  P****** *********
  MR POSTAGE
  ***************@gmail.com
  **********

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to address your concerns. This processing account was approved on November 20, 2023, with a merchant category of “Misc Publishing and Printing”. During our first batch review of processing on November 22, 2023, several inconsistencies were noted, including an email address that had never been seen online, Google Voice VOIP phone, and no presence of the business found online using various profile information as search criteria. Several other validations initially failed, and exceptions were granted based upon receipt of a driver’s license. Additionally, there was a high rate of declined authorizations (>40%). We requested documentation as noted, and received the requested information. Out of three invoices, we were able to fully validate one with a cardholder. We were not successful on the other two. In addition to the declined sales, invoices are for flat amounts with no sales tax added, and no exemption on file. During the review, we received calls from another VOIP phone number different than the number on file. Based on these factors, we offered the opportunity to refund the sales to accept another form of payment. This was offered on December 1, 2023 and to date no refunds have been processed. Based on all of the noted risk factors, our decision is to continue to part ways, as allowable under the terms and conditions of the merchant processing agreement. As a compromise, if no chargebacks are received following 30 days from the last completed sale (on or around December 26, 2023), we will release the funds held in full. If any concerns are noted at that time, we would reserve the right to extend that period up to 180 days, as allowable under the terms and conditions. 
   
  Thank you,
  Paysafe

  Customer Answer

  Date: 12/13/2023

  
  
  
  
  Complaint: 20976082
  
  
  
  I am rejecting this response because:

  Regarding the merchant category of "Misc Publishing and Printing," I would like to clarify that during the application process, I provided accurate information about my business, outlining its nature and operations. the business primarily focuses on bookbinding and shipping services The assigned merchant category seems inconsistent with the details I provided. Kindly review the application to ensure the accuracy of the information.
  
  Concerning the inconsistencies noted, such as the email address and the use of a Google Voice VOIP phone, it's essential to emphasize that my business operates from a home-based setting with a focus on local community advertising. As such, the lack of an online presence and the use of specific communication tools align with the nature of my operations, as communicated during the account setup.
  
  The issues raised about declined authorizations and the nature of invoices can be attributed to a specific incident involving a client using an E-invoice. I followed Paysafe's recommendation to implement this method for reduced fraud risk, as the client enters information independently. Unfortunately, this resulted in declines beyond my control. It is perplexing that such circumstances are held against my account, especially considering the proactive approach taken based on your team's advice.
  

  I would like to emphasize that the decision to part ways seem disproportionate given the circumstances. I am committed to addressing any valid concerns and ensuring a fair resolution. However, it is disheartening to feel that the approval process may have been conducted hastily without a genuine intention to support my business.
  
  
  Regards,
  
  
  
  P****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/14/2023

  Unfortunately, due to the inconsistencies noted, our agreement to review at 30 days from the last completed sale (on or around December 26, 2023) is what we are willing to offer. We will release the funds held in full. unless any concerns are noted, at which time we reserve the right to extend that period up to 180 days, as allowable under the terms and conditions.  All actions are fully supported by the referenced terms and conditions and we stand by the decision to part ways based on the noted inconsistencies. 
   
  Thank you,

  Paysafe

  Customer Answer

  Date: 12/15/2023

  
  
  
  
  Complaint: 20976082
  
  
  
  I am rejecting this response because:
  
  I appreciate your prompt response, but I must express my deep dissatisfaction with the handling of my account closure. The reasons provided do not seem to align with the actual circumstances, leading me to believe that your initial approval was merely an attempt to secure me as a customer, only to reconsider after facing unforeseen challenges.
  
  This approach is not only unprofessional but also unfair, as the approval process should be a genuine assessment of compatibility. Discovering that the decision was based on perceived difficulties is disheartening and raises serious concerns about the integrity of your business practices.
  
  Furthermore, I request clarification on why two hard inquiries were made on my credit score during the application process. This practice seems excessive and lacks transparency. If my account is indeed closed, I kindly ask for the removal of these inquiries.
  
  I also seek assurance that my information will not be added to the TMF-MATCH list. It would be unjust to hinder my ability to seek alternative processing solutions based on an account closure that appears to be rooted in reasons beyond my control.
  
  Additionally, I request documented evidence of the pricing terms initially offered, namely interchange plus 0.25% + $0.08 and a $3 monthly gateway fee. This information is crucial as I explore alternative options for my business.
  
  Thank you for your attention to these concerns.
  
  
  
  P****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/07/2023

  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 had PERFECT credit (763 FICO), and now I have a collection from Paysafe. Paysafe closed my account after processing my customers payment of $24,000. They never transferred the funds to my account or refunded my customer after several months. This company then proceeded to attempt to withdraw money from my bank account even though they never transferred one single dollar to my account.
  
  I applied with Leaders Merchant Services for credit card processing and Paysafe opened my account on March 1, 2023. The 1st transaction attempted was declined but the 2nd transaction was successfully processed after my customer cleared the security alert with their credit card company. Paysafe NEVER transferred any funds to my account and instead closed my account the next day. I immediately initiated a refund on the Paysafe portal to refund my customer, but after months of waiting my customer still had not received his refund of over $24,000 finally forcing him to initiate a chargeback. Paysafe then attempted to withdraw over $1,086.00 from my bank account even though they NEVER transferred any payments to my account. I was later contacted by a collection company attorney called Caine & Weiner and I repeatedly DEMANDED to receive a statement to explain the charge, but my requests were IGNORED! Today while in the process of trying to purchase a real estate property, I am informed of this BOGUS collection which will make me INELIGIBLE to complete my purchase.
  Leaders Merchant Services was required to pay over 2 MILLION DOLLARS for unscrupulous business practices in 2021. I am contacting the Attorney General, Dept of Consumer Affairs, CFPB and whoever else I need to. It is OUTRAGEOUS that companies are allowed to get away with what Leaders Merchant Services and Paysafe are doing. I have emails directly to Caine and Weiner DEMANDING a validation of this debt, but they never responded. The collection account needs to be deleted IMMEDIATELY as I do not owe pay safe any money.

  

  Business Response

  Date: 12/18/2023

  Thank you for the opportunity to address your concerns. The account was
  reviewed for the first batch of activity on March 6, 2023. The review was due
  to several factors, including 91% of total volume reached during the first
  batch of processing, over $70,000 in declined sales for suspected fraud or
  insufficient funds, and an inability to locate any business presence for the
  DBA, with light presence on the legal entity. Due to the listed risk factors,
  the account was immediately closed, with notification sent to the merchant per
  standard policy. There is no attempt to refund observed in account history. All
  sales were charged back the next month. Due to fees for the processed sales,
  there were not sufficient funds to cover the chargebacks, leaving a balance due,
  which is the referenced amount in collections. Although fees charged in
  connection with your merchant account were valid, as a courtesy, we waived
  the outstanding balance. C&W provided the Company with confirmation that a
  request to remove the report has been submitted to the credit bureaus, and
  informed the Company that the report would be updated to remove report. C&W
  indicated that the change should be effective within thirty days. 
  
  Please see the attached letter.  
  
  Thank you.  
  

• Initial Complaint

  Date:11/30/2023

  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.

  An account was opened with our name, they are stealing funds from credit cards.

  

  Business Response

  Date: 12/05/2023

  S***** *****,
   
  Thank you for your submission. Unfortunately, we were unable to locate a matching record for you based on the information submitted with your complaint. 
  

  Thank you,

  Paysafe

  Customer Answer

  Date: 12/05/2023

  
  
  
  
  Complaint: 20937687
  
  
  
  I am rejecting this response because:

  This customer called to let you know that issue is under the name Donen Plastic Surgery **** ****** ** *** * Columbia, SC 29201.

  Merchant number #05************81. It might have been through the business Cardservice International ** *** **** Hagerstown, ND 21741.
  
  
  
  Regards,
  
  
  
  S***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/08/2023

  S***** *****,
  
  After further review it was found the information provided and the merchant account number included on the chargeback letter you attached to your complaint is not an account with Paysafe. We contacted the customer service number on the chargeback letter and was given the phone number for the merchant service connected to the merchant account 866-597-5721. Please call the number directly or call the customer service number on the chargeback letter for assistance to be connected to your merchant service provided. We hope this helps.
  
  Thank you,
  Paysafe

• Initial Complaint

  Date:11/28/2023

  Type:Billing Issues
  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.

  PaySafe acquired our merchant services provider (MCPS). The last day before selling our company in 2022 and unbeknownst to us, we had a charge back. They let no one at MCPS know and we found out a year and half later during a random check of my credit. It was in Collections and my credit score had taken a 100 point hit. Their international call center spoke nothing that resembled English. The 130.00 charge back was now 398.00 with their fees. We weren't allowed to challenge the charge back when it happened. They found no record where they tried to contact us. Ten years with MCPS and never one successful charge back. PaySafe had no information on the charge back but the amount.
  Additionally, our company was an LLC yet somehow they attached this to my credit and mine alone. I wasn't even MCPS's contact at our company. I was an Officer in the Company but had nothing to do with the financial administration of the business. I worked outside the office and was a Physical Plant employee.
  And the fact that the President of MCPS had us in her cell phone and yet no one ever emailed or phoned us back in 2022 is symbolic of part of the problem. They acquired MCPS yet keep them out of the loop on these types of issues. When speaking with MCPS, they would have certainly let us know, yet we find this through a random credit check. Repeated calls to PaySafe provided nothing but pay the collection. One of the most apathetic and distasteful groups I've ever spoken with.

  

  Business Response

  Date: 12/07/2023

  Thank you for the opportunity to address your concerns. Our records indicate that your merchant account 
  closed on July 28, 2022, due to Collections issues. Accordingly, fees charged in connection with your merchant 
  account were valid, as a courtesy, we will waive the Collections balance totaling $398.39. Upon notice, the
  Company promptly requested C&W to stop all collections efforts.
  
   We hope this response, and Collection waiver offered herein, assist with satisfactory resolution to this matter.   
  
  Thank you.

  Customer Answer

  Date: 12/12/2023

  
  
  
  
  Complaint: 20921480
  
  
  
  I am rejecting this response because, while I am grateful for finally getting someone from Paysafe to respond to this, the main issue has yet to be addressed. The record you reflect is months off. The business was sold on March 12 2021. George Toone, the new owner, continued with your service from the close forward. You never missed a billing minute. Our account was properly canceled and Mr. Toone's begun. You can verify this by calling your own subsidiary, MCPS's President, DeeAnn Bauer. We were never delinquent in ten years with MCPS. So, while I'm grateful you waived the fees, I never owed them. The real damage is still being done. While you have asked Caine and Weiner to halt collection efforts, their claims on my Credit Report remain. Until those entries are removed and my credit returned to good standing, the damage your mistake has caused remains. Please instruct your collection company to handle this immediately. 
  
  
  
  Regards,
  
  
  
  D**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 12/12/2023

  We understand that you are not satisfied with our response dated December 07, 2023. Our records indicate the May 2022, $119.90 and June 2022 month end fees $144.90 rejected plus the Chargeback in the amount of $133.59. As a courtesy we waived the outstanding balance. C&W stopped all Collections efforts and took all necessary steps to remove the report from the credit report. A request was submitted to remove the report with the credit bureaus. C&W indicated that the change should be effective within thirty days. Please see the attached letter.
  
  Thank you.  

  Customer Answer

  Date: 01/10/2024

  PaySafe did as they said they would and had C&W remove the mistake from my Credit Report. I am grateful for their efforts and wish this complaint to be closed as resolved. Thank you. 

• Initial Complaint

  Date:11/24/2023

  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 was informed by the representative that the company would not pull my credit. They pulled my credit without my authorization. I want the inquiry deleted immediately.

  

  Business Response

  Date: 11/29/2023

  Thank you for your opportunity to address your concerns. Upon notice, the Company promptly submitted a request to the credit bureaus for removal of the inquiry from your credit report. Please note, you will have to call Experian and Transunion in 2 to 3 weeks to confirm the inquiry removal. We hope this response and action described herein, provide satisfactory resolution to  this matter.  
  
  Thank you.  

  Customer Answer

  Date: 12/07/2023

  This is not resolved and it is still on my credit report. Im not calling the credit bureaus, because they didnt put it on my report. I will be filing a complaint with the  CFPB.

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  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.

  ON 11/14/2023 we received a letter advising we owed this business $50 for a rejected charge of our Merchant processing agreement, We do not have an agreement with this company. Called in and attempted to get more information. They were unable to email a copy of the agreement or tell me who signed for this except that the owner signed for it. They were unable to match our existing emails for verification. We do not have an agreement with this company and have no knowledge of any business transactions using them.

  

  Business Response

  Date: 11/17/2023

  Thank you for the opportunity to address your concern. To establish a merchant account, the merchant 
  must submit a signed Merchant Processing Application, containing information about the business and
  payment processing services sought therein. 

  According to our records, a merchant account was established pursuant to an MPA, purportedly signed
  by Donald Schaab on September 12, 2023, and submitted through Flagship Merchant Services. The MPA 
  contained information regarding the business, including, without limitation, EIN/SSN, bank/routing
  information, legal business name and address information. In the course of its regular underwriting 
  process, our underwriting team investigated and verified information contained on the MPA, including
  confirmation that legal name and SSN/EIN information matched IRS records.
  
  We will accept this complaint as a formal request for closure. This account was closed effective
  November 16, 2023. As a courtesy, the Collection balance has been waived.
  
  Thank you. 

  Customer Answer

  Date: 11/17/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20873369, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M****** ******