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

  PO Box 8339 The Woodlands, TX 77387-8339

• 

  Paysafe

  2112 Commerce Street Dallas, TX 75201

• 

  Paysafe

  2600 Michelson Dr # 16 Irvine, CA 92612-1550

• 

  Paysafe

  8250 Bryan Dairy Rd STE 100 Largo, FL 33777-1357

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:11/10/2022

  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 was suppose to be opening my new business on October 1St 2022. I am still trying to get the correct equipment and software to be able to open my doors. I have had horrible problems getting in contact with my sales rep, getting equipment, getting inconstancy t with customer support or tech support. I don’t get callbacks I’m promised, I pay for overnight and I get 4 day ground and no refund as promised. I’m sent the q
  Equipments and then am told that the equipment isn’t correct for my business and that I have to find other equipment and return what I paid for to get to change it for the correct equipment. I have tried to escalate this tonight and am told the supervisor is busy and will call back in next 24 hrs.

  

  Business Response

  Date: 11/21/2022

  ****** ****,
  
  Thank you for the opportunity to address your concerns. Our records indicate a member of our sales team has contacted you on or about 11/16/21. A voicemail containing his contact information was provided. Please kindly contact him back to discuss the options/resolution regarding this matter.  We apologize for the inconvenience.
  
  Thank you,
  Paysafe 

• Initial Complaint

  Date:11/03/2022

  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.

  This is about deceptive business practices. I had a business that used Paysafe Payment processing. We had many different processing accounts that were set up by my accounting department. My business went out of business 5/2020 due to Covid. I was left alone to close down a $3M/yr business with 35 employees. It took me 4 months to shut down the business, sell inventory and cancel accounts. From 5/2020 through 1/2022 I received a charge on my account that I did not recognize. It just said MTOT and a series of numbers. I tried to call my bank and my bank (BOA) and they couldn't even tell who it was. There was no identifying names or contact. After paying $157 for 20 months and trying in earnest to track down the company to cancel whatever service it was, I finally asked my bank to dispute the charge in Jan 2022. My bank stopped payment on the account. In August 2022 I got a credit alert from Experian for a collection on my account. I FINALLY learned it was Paysafe that kept charging me monthly and who was deliberately hiding their company info to make it impossible to cancel the service. I contacted them directly, went through my account with them, told them the facts, confirmed with them how I had ZERO transactions on the account for 20 months, showed them proof of how how they obfuscated their contact info, and they still refused to drop the $179 collection even though I have payed them $3140 over the 20 months that I was out of business due to not knowing who they were. I believe they hide their company info on purpose as NO OTHER company I have dealt with hides their information like that to make it impossible to track them down. I received no letter, no call, no email from them. The first I heard of this is via my credit report. I believe this is a deceptive business practice at the least and possibly illegal. 

  

  Business Response

  Date: 11/04/2022

  Greetings,
  
  We appreciate the opportunity to resolve your concerns. We have forwarded a request to  our Collections team to have the collections balance waived. We have also contacted the  Collection agency (Caine & Weiner) for the removal of the collections balance. 
  
  Please kindly allow 30 days for the removal to reflect on your credit report.
  
  Attached is a copy of the Collection removal letter.  
  
  We hope this response, assist with satisfactory resolution to this matter.
  
  Thank you,
  
  Paysafe       

• Initial Complaint

  Date:10/18/2022

  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.

  2017 I requested to get a clover service, when I made the purchase the company set me up with Paysafe merchant services with a contract for 3 years. Within six months of service, I decide not to process through paysafe so I call my representative and cancel the benefits, how I had a contract I was not able to close the account with paysafe. I left it open to accept my responsibilities, after 6 months I never process anything with them so they were just charging a monthly fee because the account was open. The 3-year contract ended in 2020 and I closed my restaurant due to covi-19 in march 2020. Per my expectations, my contract is over and I did not have to do anything because I never process any payment thru paysafe. on October 15th of 2022, I check my credit and I see a delinquent account from a collection agency for $160 when I check it was from paysafe they were charging me for 2 years of services that I never got or used. is not fair for me to get the hit of paying and getting my credit damaged for something that they never notify me of, any email, letter, or phone call. also that contract was over 2 years ago.

  

  Business Response

  Date: 10/21/2022

  Greetings,
  
  Thank you for the opportunity to address your concerns. Please note account
  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 parties. Accordingly, fees charged in
  connection with your merchant  account was valid. 
  
  We note that the account was closed on or about April 28,2022 due to
  Collection issues, and that, as of the date of this response, a balance of $159.79 remains outstanding. As a
  courtesy, we have waived the above reference outstanding balance. We hope this response and action described herein,
  provide satisfactory resolution to this matter.   
  
  Thank you. 

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience so far with Paysafe has been pretty bad. C**** *******, who was my initial sales rep has been impossible to contact since I initially signed on. We were sent a payment processing device that does not work for our need so an alternate was supposed to be sent out. There weeks later and still no device! I have emailed and called my sales rep countless times with no response. When I contact the company directly, I am told I can only speak with him. I was charged double for 2 different accounts because apparently a second account was opened. When I finally got in touch with C**** 3 weeks later, I was promised all would be rectified and our device would be overnighted. A week later and STILL NO DEVICE and of course, I cannot get a hold of C**** again. I called the company today and spoke to someone else who told me I now had a 3rd account open that I had never heard of and that the device I was promised cannot be issued from the account that I have. I was beyond confused and hope I do not get billed now for a 3rd erroneous account without my knowledge or consent. However, I was told they would check on the issue and call me back in 10-15 minutes. No call back! It seems this company is notorious for poor communication and not following through and I am beyond frustrated at this point.

  

  Business Response

  Date: 10/17/2022

  T**** **************,
  
  Thank you for your submission. We are sorry to learn that a customer reports dissatisfaction with any portion of the services we provide but appreciate the opportunity to address any concerns he or she may have. We have forwarded your complaint to our teams for further review. Please note that such review may take a little more time, but we will contact you, directly or via BBB response, upon completion. In the interim, in the event you have additional documentation or information that may assist with our review, we would request that you contact and/or forward the same to [email protected] (reference number 3****98). 

  Thank you,
  Paysafe

  Customer Answer

  Date: 10/17/2022

  
  
  
  
  I am rejecting this response because: it still does not address or resolve my issue. It's basically saying to wait more time when this issue has already been dragging on for almost 2 months.
  
  
  
  Regards,
  
  
  
  T**** **************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/27/2022

  Greetings,
  
  
  Thank you for the opportunity to address your concerns. We can understand the frustration this may have caused. Our records indicate that a new sales representative has contacted you directly and the issues described in your complaint is being worked on. Additionally, there is one account that has been closed on or about October 7, 2022. A second account is currently open and active. This account is set up with authorize.net as the gateway provider. We apologize for any inconvenience.  
  
  
  Thank you,
  
  
  Paysafe

• Initial Complaint

  Date:09/29/2022

  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.

  I have had a merchant processing account with National Bank Card (which processes through PaySafe) for many many years. Recently just because I processed a high dollar transaction $45,500. PaySafe not only reversed the charge, which now we will have to track down the customer to get the $45,500., but also closed our processing account even though we provided all requested bank statements and invoice.
  Over the years I have referred A LOT of good businesses to National Bank Card and will continue to do so if my account is left open.

  

  Business Response

  Date: 10/03/2022

  Greetings,
   
  Thank you for the opportunity to address your concerns. Our records indicated EBAY & GOODS is approved to process $20,000 monthly, with a high ticket of $3,500.00. In August 2022, there was one large transaction of $45,500 on September 14, 2022. Historically, processing on this account average just over $4,000 a month. Documentation review included bank statements, and an invoice. The invoice did not provide clarity into the order, as it did not clearly itemize product of service rendered. The Bank statements were not supportive of the transaction. Through conversation with Mr. K******, it was learned that the sale was conducted after hours at a convention in Las Vegas. The decision was made that with the change in processing and nature of the recent transaction, Paysafe could no longer support credit card processing for the merchant. No funds are held at this time. Paysafe may consider re-opening the account so long as processing returns to turns to the agreed upon processing limits, with the understanding that future deviation will result in permanent closure.                
   
  Thank you,
   
  Paysafe 
     

  Customer Answer

  Date: 10/03/2022

  
  
  
  
  I am rejecting this response because:  OKAY we agree to return to regular processing limits if you will reopen our account.  THANK YOU!
  
  
  
  Regards,
  
  
  
  ******* K******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/03/2022

  Greetings,
  
  In order to reopen this account, you must agree to process within the set parameters
  by accepting our BBB response and resolution to your complaint. After accepting the 
  resolution provided, we can proceed with reopening the account.       
  
  Thank you,
  
  Paysafe  

  Customer Answer

  Date: 10/03/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18141371, and find that this resolution is satisfactory to me. Yes agree to process within accepted limits and parameters. Please reopen account. Thank you. 
  
  
  
  Regards,
  
  
  
  ******* K******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/15/2022

  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 bought multiple paysafe cards to use . I spent around 3000 dollars on them . The first 1000 worth worked and was able to deploy normally . Now all remaining cards don’t work and say for security reasons ? It makes zero sense they have stolen money from me . I have emailed multiple times with no replies to get my refund or the cards working again . Terrible customer service and feels like I am being robbed

  

  Business Response

  Date: 09/20/2022

  Thank you for your submission. Unfortunately, we were unable to locate a matching record for your account. However, based on the information submitted with your complaint, we believe that your account may have been established with a Paysafe subsidiary Paysafecard. Our records indicate an email was sent requesting additional information regarding your Paysafecard vouchers. Please kindly response to the email with the information requested for a resolution to your complaint.
   
  Thank you,
   
  Paysafe            
   

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a merchant agreement with a company called Card Payment Solutions. I changed providers and sent out my letters to cancel as directed. I can not verify this nor can I verify Paysafe is even the same company even though they are in possession of my contract. Based on my research at some point they switched to online only. I received an email in April of 2018 from a company called I-access with a message " click here to sign up" Yes no one in their right mind would have done that. After that according to customer service rep today I would have had to go online to change settings so I would receive emails or paper copies. Online to an account I did not know existed with a company I never heard of. This brings me to the complaint
  For over four years I have had a reoccurring charge on my business account from an MTOT. The bank could not tell me who it was doing the withdrawal and there were no identifying numbers to go with it; just MTOT.
  Through a bunch or research I found out who was ta**** my money. I asked them to just give it back to me because they obviously were not providing anything in return. They told me they would not because I signed a contract and even though it was obvious I was not receiving anything they did not care. In their opinion the contract was not one of reciprocity; a signature alone gave them a right to my money. They are of the opinion that morally wrong is not legally wrong ( I am loo**** into that). In the most basic terms they took my money repeatedly without providing anything because I did not provide a written cancellation to a company that I did not know existed nor had any way of knowing I had a contract with them. If this was Grandma and an Arabian Prince it would be pretty black and white but in the name of financial transactions they feel they are above the law I just want my money back. They made money with my dollars(inflation/investments)as they had no expenses; so they can keep the profit they made

  

  Business Response

  Date: 09/16/2022

  Greetings,
  
  Thank you for the opportunity to address your concern. 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 were unable to locate a record of closure pursuant to the agreement on or about the date specified in your complaint. We will accept this complaint as a formal request for closure. Your account closed effective September 16, 2022. Although fees charged in connection with your merchant account were valid, we will issue a refund of $1,143.12, upon acceptance of this response, as a onetime courtesy.      
  
  Thank you.        

  Customer Answer

  Date: 09/19/2022

  
  
  
  
  I am rejecting this response because:your reasoning is that I did not tell Paysafe a third party provider ( confirmed tonight 888-5714-0299 Ticket#3901646) with whom I have never had contact with .  Paysafe ( an unknown company to me) only communicates through Iaccess ( also confirmed tonight that the name Paysafe does not show up anywhere in regards to Iaccess) of which I also have never had communication prior to my investigation with other then what appeared to be a scam email in April of 2018.    In other words when I cancelled my contract with Card Payment Solutions in 2018 they either did or did not contact you.  So for four year years you took money from me knowing I had no way to contact you to cancel that contract, knowing that I did not know you existed, knowing that you were not providing me a service for my money.  We will find out how the law views this.  We do know the precedent of defendants using "well nobody told me I couldn't cash these checks" have faired legally.  So I want my money back that you have stolen                                                                                                                      SDCL 22-30A-3. Theft by deception.
  Any person who obtains property of another by deception is guilty of theft. A person deceives if, with intent to defraud, that person:
  (1)    Creates or reinforces a false impression, including false impressions as to law, value, intention, or other state of mind. However, as to a person's intention to perform a promise, deception may not be inferred from the fact alone that that person did not subsequently perform the promise;
  (2)    Prevents another from acquiring information which would affect the other person's judgment of a transaction;
  (3)    Fails to correct a false impression which the deceiver previously created or reinforced, or which the deceiver knows to be influencing another to whom the deceiver stands in a fiduciary or confidential relationship; or
  (4)    Fails to disclose a known lien, adverse claim, or other legal impediment to the enjoyment of property which the deceiver transfers or encumbers in consideration for property the deceiver obtains, whether such impediment is or is not valid, or is or is not a matter of official record.
  The term, deceive, does not, however, include falsity as to matters having no pecuniary significance or puffing by statements unlikely to deceive reasonable persons.
  
  I will be sending this to the SD office of the Attorney General as well as it seems #2 is relevant in this case.  Again you are out nothing by giving me my money back.  If you give me back my money you are actually ahead still as I stated earlier
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/23/2022

  Greetings, 
  
  We understand Mr. **** was not satisfied with our response dated on September 16, 2022. Upon the receipt of the complaint, Paysafe investigated the reported issues. Our records indicate that an iAccess account was established on or around April 13, 2018. Paysafe sent communication via email and mailed out physical letters with the address that was indicated on the MPA. We provided contact information for further assistance if needed. 
  
  Pursuant to an MPA dated August 21, 2015, and signed by Mr. **** on behalf of ASC Automotive, Inc, a merchant account was established on behalf of the merchant. Per the Agreement, Mr. **** agreed to pay to the Company, all fees set under the schedule of fees, and calculated and payable pursuant to the terms and conditions set forth in the Agreement (see program guide, page 42. Section 24). Mr. **** authorized his financial intuition to affect all such debits and credits. Paysafe in good faith and in accordance with the terms and conditions of the Agreement, and fees charged with the connection with the merchant account were valid (See Program Guide, page 39 Section 19.7). Nevertheless, as a courtesy Mr. **** was offered a refund in the amount of $1,143.12 which represents the fees charged entirely of 2022. The refund was rejected by Mr. ****, at this time there is no additional relief we can offer.
  
  Thank you,
  

  Paysafe           

  Customer Answer

  Date: 09/26/2022

  
  
  
  
  I am rejecting this response because: The letter I received through the CFPB helps prove my case.  It shows they have evidence of my communication with Card Payment Solutions in March of 2018 and also the communication I had with what I believe was still Card Payment Solutions in September of 2019 when I was trying to find out who was withdrawing my money.  The September communications were when I called all my card processors I had ever had and they each told me "it wasn't them". I truly believe that it was still Card Payment Solutions at that time and they may not have known rather then lying to me.   So the same company that can say with a straight face that I was willing to continue to give them money with no reciprocity also is telling us that they did not receive any indication that I wanted to cancel my contract.  I would assume their theory is that I followed up 18 months later to just see how they were enjoying my hard earned dollars.  As I stated previously the law has a tendency to follow what a reasonable person would believe.  I will accept $3000 as I expect to pay more than the difference in legal fees (as I would expect Paysafe to as well) from what they owe me.
  
  
  
  Regards,
  
  
  
  ****n ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/29/2022

  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.

  Date of Transaction : 2022-08-25 8:39 PM CEST
  
  The service they provide is like you pay money to them, they give you a 16-number pin and then you can use that pin to purchase items online.
  
  Here is my situation: I Paid CAD250 plus 7.95 handling fee to get their CAD 250 amount of paysafecard and got a 16-number pin, when I try to use that pin online they asked my to create and account and load that CAD250 amount of money into that account. And, I did. Then what? Right after ( in 2 minutes) I loaded that CAD 250 paysafecard money into my account and tried to purchase, transactions of my account (my paysafecard) has been blocked, or security reasons! Means I loaded that CAD250 money into my account and tried to use it in 2 minutes, and they though my account being stolen? Was that possible? What were they thinking? After being blocked by transactions, I filed their form "Application for unblocking", that form ask my to file suck as "where I brought the pin", "where I used it" and asked me to capture the physical paysafecard with the pin i loaded in. Now, it's been over 24 hours, their computer system sent me a confirmation email and nothing else! And that's an online payments/financial company, over 24 hours they can't solved the problem they caused which not supposed to exist! As an online payments/financial company, are these action consider scamming?

  

  Business Response

  Date: 09/02/2022

  Greetings,
  
  Thank you for your submission. Unfortunately, we were unable
  to locate a matching record for your account. However, based on the information
  submitted with your complaint, we believe that your account may have been
  established with a Paysafe subsidiary. Paysafecard records indelicate you have
  registered for a "my Paysafecard" and added a 250 CAD pin, My Paysafecard area
  was locked by Paysafe security system and forwarded to the Paysafe fraud
  department for internal check, who advised to terminate the business relationship
  and refund the Pin balance. Paysafecard will issue a refund once the required documents
  requested are provided.      
  
  Thank you.  

• Initial Complaint

  Date:08/23/2022

  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 used Paysafe in my business which closed May 1, 2021. At that time, Paysafe agreed to waive the early termination fee, and I thought the matter was settled. As it turns out, the fee was not waived and is now on my personal credit history as an account in collections. I have attempted to reach Paysafe several times. Each time, I am told my account manager is unavailable, and I will receive a call back. I never receive a call back. This is affecting my livelihood and my personal financial status.

  

  Business Response

  Date: 08/26/2022

  Greetings,  

  
  Thank you for the opportunity to address your concerns. We
  were unable to locate a record indicating the Early termination fee in the
  amount of $495.00 would be waived. As a courtesy, we will submit a request to waive
  the above-referenced outstanding balance.  
  
  Thank you.  

• Initial Complaint

  Date:07/21/2022

  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.

  Have been attempting to retrieve in excess of $20,000 in reserve account being held by merchant processor, and they have been avoidant and unresponsive to multiple requests and demands for release of funds, as well as full accounting as the merchant account has not processed any transactions in over a year, and the hold is supposed to be 180 days.
  
  The company is Paysafe (paysafe.Com). It was formally MeritCard Solutions out of Dallas, TX which was purchased by Paysafe out of Houston, TX.
  
  My merchant account number is: **** **** **** *** 

  

  Business Response

  Date: 07/25/2022

  Greetings,
  
  Thank you for the opportunity to address your concerns. There will be a full review of your account completed in the next 3-5 business days and the release of the reserved funds will be determined at that time. Our Risk team will
  be in contact with you to validate your banking information and discuss the release process with you further once the review has been completed.
  
  Thank you.       

  Customer Answer

  Date: 07/27/2022

  
  
  
  
  I am rejecting this response because:

  In speaking directly with Paysafe Houston office, they informed me that because this account was originally with Meritcard, which is now owned by Paysafe, they need to hear back from Meritcard. I have been waiting to hear back from Meritcard/Paysafe, and there is no one there that will answer calls or emails. This is the definition of the run around. I will be in contact with the State Attorney General as well now that it appears that Paysafe is somehow not wanting to take any real responsibility for this business matter.

  
  
  
  
  Regards,
  
  
  
  A***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/29/2022

  Greetings,
  
  We understand that you are not satisfied with our response dated 07/25/22. Our records indicate a member of our Meritcard Risk department contacted you directly and the issue described in your
  complaint is in the process of being released. The reserve balance will be release via a check, please allow anywhere from 7-21 days for delivery. We apologize for any inconvenience.
  
  Thank you.    

  Customer Answer

  Date: 07/29/2022

  
  
  
  
  I am rejecting this response because:

  
  While, it is correct that I did speak to someone at MeritCard, I was assured that it would be shipped via two day air. As this is money that has been held in excess of one year unlawfully. to now have it being told that it will take up to 21 days is absolutely unacceptable, and until this is rectified, and what was promised is honored, I can’t possibly say that. I am satisfied with this response. Please do whatever research needs to happen and provide any interventions that I needed to have the check sent no later than Wednesday of next week, as promised. 

   

  
  
  
  Regards,
  
  
  
  A***** ********