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:01/18/2023

  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 told by my rep Stan that I could start an account with Paysafe and not have to pay until it was activated. So i got everything ready, then after I got everything approved Paysafe said that i have to pay almost $2k per month to keep accounts active that i had no plans to use for a few months. Because I already spent so much up front to create my websites ETC. i reluctantly paid it. I would like all of this money back. Also, a company Caine and Weiner has been reaching out to me threatening to hurt my credit if I don't pay these extra made up fees after cancelling my account. I was advised i would have no more fees. I only used one of these 8 accounts to. So i paid a ton of money for literally nothing and now they are threatening to bring me to collections for some extra made up fees. Thats very very bad business. This should be illegal. The businesses were named Nutra Health Ave Inc and Nutra Lite Ave Inc.

  

  Business Response

  Date: 01/27/2023

  
  
  Thank you for your submission. Per the complaint, Paysafe understands that merchant accounts under Merchant Legal Entity (MLE) Nutra Health Ave Inc and Nutra Lite Ave Inc were submitted and authorized by Samuel Voss. In addition, you allege that you were advised no fees would have to be paid until they were activated. Paysafe conducted a review of these accounts and determined that there was very little processing activity done through the merchant accounts created under Nutra Health Ave Inc. As a result, Paysafe is willing to waive all fees associated with these accounts which totals $899.64 and also advise the agency to close their file on this MLE.  As for the fees incurred for the merchant accounts under Nutra Lite Ave Inc, Paysafe has determined that there was substantial processing activity on 2 of the 4 merchant accounts. Due to this, Paysafe is only willing to waive the return fees, Mastercard Passthrough fees, and the early termination fee which lowers the total amount owed from $5,853.52 to $4,585.12. If this resolution is accepted, please reply back and Paysafe will take the aforementioned actions.
  
  Thank you,
  Paysafe

• Initial Complaint

  Date:01/05/2023

  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.

  My company started a new account with Paysafe, I had a few clients make payments through the gateway totaling $8249 transactions were made 12/24/2022. My funds were placed on hold without anyone reaching out and contacting me. I reached out to the company 12/28/2022 after my funds had not been deposited into my account. I was assigned to a Sandy Rosemond who was not very available- called to file a compliant within company that I am almost positive was never escalated because I was supposed to receive an email from management and did not. When she finally reached out it was an email requesting information. I send her all the information requested and reached out to my clients stating they would likely receive a call from processing center to validate sales. Fast forward, I received an email from Sandy stating that she did not receive everything to refund my customers and my account would cancelled. I called to speak with Sandy because my clients have not been communicated, then I found out I only have 24 hours and my account is closed. I have basically been denied the payment services I paid for and received no customer service in the process.

  

  Business Response

  Date: 01/09/2023

  Greetings,  
   
  This merchant processing account was boarded 12/19/2022 as ' Operations of Apartment Buildings'. At the review of the first batch of processing, several discrepancies were noted, declined transactions observed, leading to a review of the account and activity. The information provided related to the transactions processed could not be verified to the cardholders through our verification with issuers. At this time, we requested refunds be processed to ensure the merchant would have the opportunity to accept another form of payment for any services that were provided. Because of the discrepancies and inability to fully verify the transactions, the decision was made to part ways as allowed in the terms and conditions of the merchant processing agreement. Since refunds were processed, not funds should be held, and the merchant and its customers should be whole. Anything that has not been refunded may be held for up to 180 days per contract terms. 
   
  Thank you. 
    

• Initial Complaint

  Date:01/05/2023

  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.

  For my business, Unique classic lab INC I had signed up for processing with Paysafe. The Paysafe rep who is no longer with the company had misled me on the amount of made up fees they would try to me charge me. Recently a collections company- Caine and Weiner-sent me a notice that i allegedly owe $7861.53. Which is completely insane considering I originally told the rep to keep my account on hold and not activate it yet. Which he did anyways and started charging me really high fees to keep them from closing. I was charged months for literally month, a complete scam. I processed very very few transactions in one day, and closed the accounts. They kept adding more and more made up fees and now sent a collections company is threatening to put it on my credit.

  

  Business Response

  Date: 01/13/2023

  D***** *****,

  Thank you for your submission. Per the complaint, Paysafe understands that merchant accounts under Merchant Legal Entity (MLE) Unique Classic Labs INC were submitted, and you allege that you had advised the sales representative to put the accounts on hold and not activate them. The accounts moved forward regardless and were briefly used to process credit card transactions before they were eventually closed. Paysafe conducted a review of these accounts, and our records indicate that the merchant accounts were authorized by D***** ***** via digital signature through the online application process and submitted to Paysafe on March 15th, 2022. The accounts were approved later that same month and were used to process credit cards in the months of June and July. During this time over 1,500 transactions were processed across all four merchant accounts under Unique Classic Labs INC. All accounts were eventually closed in the month of August. Additionally, the Paysafe Merchant Support team advised D***** ***** on October 10th via email that additional fees that were assessed after account closure were due to chargebacks that continued to occur, which the merchant is liable for. Based on these findings, Paysafe cannot do anything further as all fees associated with having merchant accounts are listed on the merchant processing agreement (MPA) and each person signing it agrees to be bound by all provisions set forth within including all terms & conditions.                                                                                                                                                                                                                                                                                                                                                                                                                                                          Thank you,                                                                                                                                                                                                                                                                                                                                                                    Paysafe

  Customer Answer

  Date: 01/16/2023

  
  
  
  
  I am rejecting this response because I was missed as tothe amount of fees associated with this. I was advised by your rep upon creating this account that it could be put on hold until I used it. Then after it was approved he changed the story and said it would have to be shut down(after investing a bunch into it creating everything). Therefor was forced to pay a bunch of made up fees for months and then an astronomical amount of meritless fees after being deceived by your rep. The fact that you are threatening collections is very wrong. At the very most you should account for all the fluff fees your trying to charge and work with me to  at least give me a realistic a amount.
  
  Regards,
  
  
  
  D***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/20/2023

  D***** *****,
  
  There is nothing more that Paysafe can do at this time. Any verbal discussions or agreements that may have occurred between D***** ***** and the Sales Agent were not documented on the merchant processing agreement (MPA). All fees were clearly indicated on the MPA and all terms and conditions on how fees would be assessed were acknowledged by D***** ***** via digital signature. In addition, all of the merchant accounts under Merchant Legal Entity (MLE) Unique Classic Labs INC were utilized by D***** ***** to process credit card transactions.
  
  Thank you,
  Paysafe

  Customer Answer

  Date: 01/23/2023

  
  
  
  
  I am rejecting this response because the amount charged is very unfair. Considering the amount of money given to Paysafe for nothing far outweighs the amount of any realistic fees. At least this amount should be squared away. I should not be responsible for Paysafes lack of communication/notation with its reps.
  
  Regards,
  
  
  
  D***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair 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.

  Was guaranteed free terminal and just the per trans action cost, $5 month insurance and $4.95 month per device, no additional fees. After a couple of months I noticed they were taking money out of my account. On the statements it showed simply “additional fees” at over 10% of my sales. Additional $50 charges out of my bank account with no explanation on my statement or anywhere else. I tried to contact the sales person who said they would look into it and I never heard back from again. I tried to call and left multiple messages with no call back from anyone. Called customer service and got the run around and no explanation of what the charges were for. After several calls and hours of being transferred around, one finally said I wasn’t PCI compliant (had tried multiple times to get this done) and miraculously was able to complete that on the phone this time and was supposed to refund charges. Never happened so called again, again hours of being transferred with different answers to what the charges were supposed to be for, including rental of the “guaranteed free” terminal, pci non compliance and charges for not making at least $8000 in transactions a month. I have in an email, me asking about that being in the contract as it would be a miracle for me to process that and I would not sign. She said that didn’t apply to my account. I forwarded this to the rep I was talking to. Again, was supposed to refund. Also asked for a label to send back their terminal and close my account. I’ve still not received the refund or the label. Clover is still charging for the terminal. I’ve contacted my bank fraud department to stop further charges but I need the account closed, clover terminal label for return, my “additional fees” and “terminal rental” charges refunded and clover account charges stopped. I have the emails guaranteeing the no additional fees and that the contract I signed, those parts of the additional fees didn’t apply to my account.

  

  Business Response

  Date: 12/20/2022

  Greetings, 
  
  We appreciate the opportunity to resolve your concerns. Our records indicate a call tag was sent via email on or about December 13, 2022, A new call tag was re-sent to the email address we have on file and the email address listed on the BBB Complaint on December 15, 2022. Additionally, the company will initiate a refund in the amount of $329.60 representing the additional and ach terminal fees, upon acceptance of this response.
  
  Please note if you are billed for Clover app fees directly by Clover, you will need to contact  Clover directly at ###-###-####. 
  
  
  Thank you. 
  

  Customer Answer

  Date: 12/21/2022

  
  
  
  
  I am rejecting this response because:
  
  Refund is not the total that needs to be refunded 
  
  Regards,
  
  
  
  J******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 12/27/2022

  Greetings, 
  
  Thank you for the opportunity to address your concerns. As a courtesy, we will  submit a request to waive the outstanding balance of $27.95 and initiate a refund  for $447.15 via a check, upon acceptance of this response. 
  
  Thank you.  

  Customer Answer

  Date: 12/27/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18562203, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  J******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/14/2022

  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.

  July 30th 2022 I closed my business and called Ipayment/Paysafe to cancel our account. They verbally told me it was cancelled and that as long as there were not charges on the account it would be cancelled. 2 months later I notice charges on my bank account from Paysafe. I call them and they say they can cancel it and I wanted a refund for the amount they charged me when it was closed. They said no problem give them time. Fast forward to November 2022. I called again and they said they had to send me a cancellation form, ticket # 4096964. I said ok and a refund for the over $600 they have charged me for a machine that is not plugged in. They said if I cancel then they will not refund me because they cannot deposit money. I said I want a cancellation form. No form, I called today ticket# 4114670 and they said they have escalated the call to a supervisor for cancellation but told me they would not be able to cancel the account on their end. How do I get this closed? I have not had a job in 4 months and you are taking money away from me that I could use to feed my children. I cannot close my bank account and stop getting overdrafts because of Paysafe. This company is holding account holders hostage. That's illegal. I want my account closed and I want a refund. I will be contacting the District Attorney for New Mexico because I believe this to be criminal.

  

  Business Response

  Date: 12/15/2022

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our records indicate the closure form was received and processed. Your account closed effective on or about December 15, 2022.  We will issue a refund in the amount of $587.40 upon acceptance of this response.
  
  Thank you.  

  Customer Answer

  Date: 12/20/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18571636, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M****** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/08/2022

  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.

  Recently signed up for CC processors one being a company owned by “Pay Safe”. After speaking with other business owners I network/partner with. I have come to fear the worse. Pay safe is a running a scheme similiar to “square” and many other processors where they hold money from business owners and give them the run around or nonsensical reasons for not releasing the funds to use for their own I’ll gotten gains.
  
  I signed up and processed 1 successfully transaction and begin immediately experiencing issues or “lags and time outs”. And my processor no longer worked. On an occasion I used a friends card to test it out and it said decline on my end like several other customers but his card had been charged.
  
  The funds that did process and was “pending to hit my account” was originally suppose to only take a day according to sales man, after several days I contacted them and they kept saying 1 more day, or we expedited this, on it make take 3-5 days then 5-7 days. I have yet to see funds and they have now send me a message saying “due to — reasons and unverifiable business information” we will be unable to process. Your transactions and hold your funds for up to 180 days”.
  
  My business is brick & mortar with physical assets & equipment registered with my state & the irs. I have credit & d&b files, domains , services, phone numbers, trade lines , websites etc. if they could not verify it’s because they did not look. When you can physically walk into my business it exists. This company is a money grabbing scheme and needs to be held accountable.
  
  The other business owners i mentioned above all experiences the same type of issues with one having lost over 20k to such scheme. These owners have been around for decades and are amongst different fields and very known.

  

  Business Response

  Date: 12/12/2022

  Greetings, 
   
  Thank you for the opportunity to address your concerns. The merchant processing account was boarded on November 18, 2022, approved for Landscaping services. The first batch of processing was observed on December 7, 2022. At the time of that review, it was determined that information such as phone, email, etc. did not verify to the owner, and address provided was residential, with no presence for the business found online. Within the first batch, there were declined authorizations for fraud, security code violation, etc. Additionally, transactions processed on TUR cards make little sense for a standard landscaping business.
  

  Due to the large number of red flags, the decision was made to exercise our right within the agreed upon Terms and Conditions to part ways. With termination, we communicated our intention to release any remaining funds. 
   
  In review of the complaint, the description of using friends' cards to test is a violation of terms, further
  supporting our final decision. 
   
  Thank you. 

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service 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.

  For my business, Natural Nutra INC I had signed up for processing with Paysafe, however in May(immediately after submitting to have it started) I requested to have the account placed on hold and not yet opened. The rep told me this was no problem, however then I was threatened by Paysafe that I would have to close my account and would never be able to open it again. I reluctantly paid for another month for absolutely nothing. I never ended up using this account at all. Then I proceeded do cancel it in June. Now they are threatening me with sending to collections a list of made up fees that add up to around $3k.. after paying them for nothing, they are trying to take more money from me for nothing. This is a complete scam, not a single service was provided, they should not only have to erase the bogus amount they claim I owe, but also should have to pay back the money paid for the service I never wanted to start. I was lied to by the rep that it could be out on hold.

  

  Business Response

  Date: 12/09/2022

  D***** *****,

  Thank you for your review. The outstanding balance owed in the amount of $2,731.32 for fees associated with the merchant accounts under the Merchant Legal Entity (MLE) of Natural Nutra Inc has been waived as a courtesy.

  Please reach out to Merchant Support if you have any additional questions or concerns. They can be reached at ###-###-#### or via email at [email protected].”

  Thank you,

  Paysafe

  Customer Answer

  Date: 12/15/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18533108, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  D***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/01/2022

  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 contacted Paysafe and Data merchant Service, who partnered as my merchant service's provider, about closing my account on September 28 for the first time, I texted to a Data Merchant Service representative the next day, but they refused to close my account, she said there was need to escalate the case and I would have a response between 24 hours. After 24 hours, I didn't hear from them, so I contacted Paysafe again. There was a conference call between Data Merchant Service, Paysafe and myself where as a result Data Merchant Service aggressively sustained that they were the only one who can close he account. I contacted both again through Text messages and email asking for the last invoice and a safe wat to pay the amount I still owed them. I ran the last transaction on September 21st , and the amount reflected on my last statement of September was $141.19. They sent a letter; but never an invoice where explain how could I pay that amount rather than giving them access to my bank account, which I blocked for them. After that, they keep sending letters where the amount is increasing to $215.19, where they are charging me for a service that I don't use anymore and requested to close. After I requested closing the account they still accepted a charge back from a customer, which I wouldn't supposed to pay because the transaction was made back on July. The only one reason, I won this chargeback was because they didn't have access to my bank account anymore. I lost two big chargebacks with them even though I presented enough proof that the transaction was legit. I even filed a complaint about it; but neither these providers nor Visa(JP Morgan) took any responsibility they kept blaming each other, at the end we as small business had to cover the loss, that's the main reason why we decided to close the account and cancel the service. I had an agreement which is already expired, Data Merchant Service claimed they have a document signed where says it's still current.

  

  Business Response

  Date: 12/09/2022

  Greetings,
  
  Thank you for the opportunity to address your concerns. Please note that request for closure must be submitted in writing and signed by the authorized person on the account, in accordance with the terms and conditions of 
  the commercial agreement between the parties. We will accept this complaint as a formal request for closure.  Your account is closed effective12/09/22. 
  
  As of the date of this response, a balance of $141.19 remains outstanding for the September month end fess, plus  October and November fees charged in connection with your merchant account are valid. Please contact our Collections department at ###-###-#### to resolve this matter immediately.
  
  Thank you.      

  Customer Answer

  Date: 12/12/2022

  
  
  
  
  I am rejecting this response because:

    I was denied the option to close my account, what you are asking is exactly what I have been requesting from your company,  several times, to close  the account with written documents; but as many times I requested it was denied and there was not further explanation how to proceed next. Besides, they have blocked the online access to my merchant portal, and I need to print 2022 statements and check the 1099-K for tax purposes. If they will not allow me access to my documents. I request they send me to regular mail since I can see them online anymore. 
  

  
  
  
  
  Regards,
  
  
  
  E***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/13/2022

  Greetings,
  
  We appreciate the opportunity to resolve your concerns. Please note once the account is closed the merchant no longer has access to our portal, however the 2022, statements copies were sent via email, and we have submitted a request to have the statements mailed to the address on file.  The 2022, 1099k will be mailed on or about mid-February 2023.  
  
  We hope this response, herein assist with satisfactory resolution to this matter.
  
  Thank you.    

  Customer Answer

  Date: 12/14/2022

  
  
  
  
  I am rejecting this response because:

  I started this complain for two reasons the first one was to close the account for good and the second one for the extra charges they have add to the final amount I owe them. I refuse to pay extra for the months of October and November. The only amount I'm willing to pay is $141.19 showed on the September statement. I request to close the account the first time on September 28, and they refused to close it alleging I was under agreement which I prove them wrong. I exchange messages with a representative of Data Merchant Service, so I have written when I requested to close the service. I need a bill and a safe way to pay the final amount of $141.19 and be removed from collection where they have already sent me. 

  
  
  Regards,
  
  
  
  E***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/25/2022

  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.

  My credit score had dropped when checking this it states that we have a report from Paysafe saying we owe them money. We have never heard of them. We are not signed up with them. This is a false claim.

  

  Business Response

  Date: 11/29/2022

  C****** *******,

  Thank you for the opportunity to address your concerns.  On November 28,2022, I spoke with Joyce at the phone number provided on your review. After speaking with her in detail, we were able to locate the merchant account.  It was originally open with Central Payment Corporation then transferred to Paysafe. As a resolution, we are waiving the referenced outstanding balance in the amount of $156.34, withdrawal from C&W Collection agency, and removal from your credit report. This process may take up to 30 days. Also, we requested a letter emailed to you of these actions taken.  We hope this response and action described herein, provide satisfactory resolution to this matter.

   

  Thank you,

  Paysafe

  Customer Answer

  Date: 11/29/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18459736, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  C****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/15/2022

  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 have a customer that made a purchase November 3rd....money should have been in my bank acct within 2 days by my credit card processing company Paysafe Group...after 3rd days I called customer service and they thought it was "strange" then get an email from PAYSAFE letting me know that they are holding the customer's money until i send in the documents that they have requested, which were my Bank statements, customers invoice, what my company do, and the website (as if they don’t have that on file when I open the account) so now we are going into the 12 days after sending documents...So I continue to call to see what’s going on and seems like there is no reason for this hold up. So after getting the runaround the person who tried to help looked for my email with the attachments of what they requested and can't find it, and say “no they didn't get my email” and I insist that I sent it and it went through on my side.....she said, get this, “oh let me check spam and sure enough that where it was....so she says "its a good thing you call cause we would have never seen the email" so now 12 days and after getting the info they need they emailed and said that they have to call the credit cardholder which the did and got whatever information they needed from her and now I get and email that said they are going to hold the money for 180 day. Customer unable to get the product until money is in my acctount….in doing a review on this company, it seem like they are notorious of holding the money.

  

  Business Response

  Date: 11/15/2022

  Greetings, 
  
  Thank you for the opportunity to address your concerns. A reserve account was established in connection with your account, based on financial risk presented by processing activity, in accordance
  with the terms and conditions of the commercial agreement between parties. 
  
  Please contact our Risk team for further assistance regarding your merchant processing account.
  
  We are willing to temporarily reopen the account to allow processing of refunds for all transactions so no funds would be held back. 
  
  We apologize for any inconvenience. 
  
  Thank you.  
  
  
  

  Customer Answer

  Date: 11/15/2022

  
  
  
  
  I am rejecting this response because:   this excuse make NO SENSE what so ever.  A)  this was my first time putting a credit card charge through your company.  Charge was done on Nov 3rd for $1600 and another charge was done on Oct 6 for $140  B) you say this was "based on financial risk presented by processing activity"  c) IF there was ANYTHING nefarious going on WHY wasn't the credit card purchase ACCEPTED.   D)  6 days later after I phone to find out whats going on you requested that I send in my 3 months bank statement, type of company (as if you don't have on file when I open the account), customers invoice and our website address.   I complied with ALL that you requested.   now 3 days go by and I called and you said you never got my info, then to find out in was sitting in you SPAM and said "good thing I called cause we would never have seen it....what type of operation are you running!!!!!)   NOW AFTER alll that you ask for, you then still had to do "further investigation"  (like what the frig are you looking for????)  so you have to get in touch with the card holder which you did and all information was verified.....so you send a letter saying your holding the customer funds for 180 days.....I hope YOU guys are not doing anything nefarious with all the other companies and making money in an account to reap up interest on these funds!   from all the investigation you did, 15 days and you verified my company, bank statements AND CALL CUSTOMERS....The is NO LEGITIMATE reason why me or my customer should be going through this......this is why I reported you to the Federal Trade Commission as well as The Financial Conduct Authority
  
  
  
  Regards,
  
  
  
  L***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/16/2022

  This account was boarded July 23, 2021 and sat dormant until November 7, 2022 and was approved for $5,000 monthly and a $150 large transaction.
  
  The 1st transaction processed was for $1,600. There were several additional attempted transactions which were declined for a fraud reason code. Bank statements were not supportive of the activity observed (operating negative) and there was no explanation provided for the decline activity. During conversations with the merchant, the merchant stated he was going to have the customer file a chargeback. Based upon the review and merchant statement, the decision was made to move forward with termination and hold funds, as allowed in the terms and conditions of the merchant processing agreement.
  
  The account has been temporarily reopened to allow processing of refunds for all transactions so no funds would be held back. 
  
  Thank you,
  
  Paysafe  

  Customer Answer

  Date: 11/16/2022

  
  
  
  
  I am rejecting this response because:  Called Authorize.com and they said that the transaction can't be cancelled because transaction already successfully went thro.   They said they only thing I can do is to refund them and get refund if I don't have the money.....so not sure next steps.   HAD this all been done in a TIMELY fashion like 13 days ago, we could have avoided all of this and returned the customer money back at that time if you thought there were some type of fraud or whatever was going on.    So the ball is in your corner to get this customer her money back ESPECIALLY SINCE YOU VERIFIED AND SPOKE WITH HER!
  
  
  
  Regards,
  
  
  
  L***** ******