Business Profile

Payment Processing Services

Paysafe:Group

Headquarters

Complaints

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

Customer Complaints Summary

182 total complaints in the last 3 years.
77 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/24/2025
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.
Paysafe case numbers: 04****81, 0******4
Paysafe email: [email protected]
Paysafe phone number: ###-###-####

Last fall (2024) and again this month (Jan. 2025) my daughter and I have had multiple conversations trying to get my credit card POS machine account closed from Paysafe. Paysafe continues to say we need to complete the email form that we have never received. I want my account closed and to be credited for charges to my account for the months of October, November, December 2024 and January 2025. Each month I have been charged $158.85.

Thank you.

M***** ** *******
Business Response
Date: 01/30/2025
Thank you for the opportunity to address your concerns. We apologize for the delay in sending the closure
form due to the absence of an email address on record. We accept this complaint as a formal request for closure.
Your merchant processing account has been closed. Please note that fees are billed for the previous month, and
January’s fees have not yet been billed. We will issue a refund of $476.55, representing the month-end fees for
October to December 2024, Upon acceptance of this response, the refund will be deposited in the listed bank
account.

Thank you.
Customer Answer
Date: 02/04/2025

Complaint: 22850759

I am rejecting this response because:
I reached out to Paysafe to let the company know I will NOT approve the account closure until the money has been deposited to my account.

Regards,

M***** *******

Business Response
Date: 02/07/2025
We understand that you are not satisfied with our response dated January 30, 2025.
Our records indicate that refund totaling $476.55 ($138.90 and $337.65) have been
issued. We hope this response and refund assist in satisfactorily resolving this matter.

Thank you.
Customer Answer
Date: 02/18/2025

I am rejecting this response because:
I have not approved of the closing of this case 22850759 because the credit from Paysafe has not been posted to to my financial account. Please continue to keep the case open until you hear back from me.

Regards,

M***** *******
Initial Complaint
Date:01/08/2025
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.
Paysafe was cancelled in June to the lack of professional service, Alissa Ruef my representative was notified to cancel the account and to send me a RA mailer, she never responded and then I began to get collection notices.

After months of dealing with paysafe that these charges are after I cancelled service for lack to properly managing our account.

Now collections is demanding hundreds in fees, none deemed earned.
Business Response
Date: 01/15/2025
Thank you for bringing your concerns to our attention. As a
courtesy, we will waive the outstanding balance of $346.10. However, the
remaining balance of $326.84, which covers the month-end fees for June 2024, is
valid. Please reach out to our Collections team to discuss payment options.

You will receive an email with the return label shortly.
Kindly use this return label to return the equipment.

Thank you.
Customer Answer
Date: 01/15/2025

Complaint: 22785327

I am rejecting this response because:

Service was cancelled, your representative failed to due her duty resulting on months of my time addressing this issue. I content no monies are owed, and if this continues I will escalate to a complaint to the FTC.

Regards,

B**** ******

Business Response
Date: 01/17/2025
We understand
that you are not satisfied with our response dated January 15, 2025.
Please note
that the outstanding fees for July and August 2024, which were due to
the delay in
account closure, have been waived. Additionally, there is a remaining
balance of
$329.84, which covers the processing of sale transactions and
month-end fees
for June 2024. Please contact our Customer Service team
to request a
copy of the June statement for your review.

Thank you.

Customer Answer
Date: 01/21/2025

Complaint: 22785327

I am rejecting this response because:

Paysafe has been very unresponsive on managing our account. The prior incident withholding funds for a $7 balance for an extended period resulted in financial losses, negates your claim for June service. Here this is January and I had to involved a third party to resolve as my hours of communication with your company resulted in nothing more than wasting my time.

Based on the actions of Paysafe representatives; mismanagement of our account; withholding of our funds; countless hour trying to resolve; and requiring a third party to resolve, storage for equipment a RA ticket was requested for in JUNE, this I am refusing to pay this as the damages and time wasted on this issue, and safe storage of your equipment awaiting to be picked up.

Write it off, and any future attempts to collect this will only result in a counter claim.

Regards,

B**** ******
Initial Complaint
Date:12/13/2024
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.
Paysafe is my Merchant Services Provider and have been for many years. No problems, ever, until now! On Nov 12, 2024, it was brought to my attention that my clients weren't getting confirmation that their online payments were successful. They were being left with a blank web page. Some would try 2 or 3 times to get confirmation. Therefor, I would have to go in and manually void the duplicate transactions. This issue portrays my business as unprofessional and unsecure. Very embarrassing.

In the last month, I have had 19 email exchanges and 2(maybe3) phone calls with Paysafe regarding this matter. All I get are apologies and "I'll reach out to our DEV team for an update". Initially they suggested it was an issue on my end, but nothing on my end has changed. The confirmation page is active on my end, but their server doesn't send my clients there, just to a blank page.

It's now been over a month, 19 emails, a couple of phone exchanges, and no resolution or explanation. I just want this fixed ASAP!

Attached are the email exchanges, one as a word doc, so you can see all the text. The other is the actual exchange (where the text formatting gets distorted) but shows images.
Business Response
Date: 12/19/2024
Thank you for the opportunity to address your concerns. We apologize for the inconvenience this issue has caused.
Our Development team has identified the cause of the blank confirmation page and is currently investigating a
resolution. Due to resource constraints during this time of year, the earliest we expect to implement a fix is January
of next year.

Thank you for your patience and understanding.
Customer Answer
Date: 12/19/2024

Complaint: 22682329

I am rejecting this response because it is totally unreasonable and unacceptable to have to wait 2 months to get my credit card processing service working again. This issue is making my business appear unprofessional and un-secure online. I have waisted so much time and money answering for Paysafes broken service. As a web designer who works with code developers, I know that it doesn't take 2 months to fix a problem of this type. You just need the knowledgeable manpower to get it done.

Regards,

K**** *****

Business Response
Date: 12/26/2024
Hello,
We apologize for any inconvenience this issue has caused. As we previously
discussed our development team is working on a resolution on the issue. Due to
resource constraints during this time of year, they’ve set the expectation to
have the fix in place in January of next year.

Thank you for your understanding.

Best,
Customer Answer
Date: 12/26/2024

Complaint: 22682329

As I stated before, I am rejecting this response because it is totally unreasonable and unacceptable to have to wait 2 months to get my credit card processing service working again. This issue is making my business appear unprofessional and un-secure online. I have waisted so much time and money answering for Paysafes broken service. As a web designer who works with code developers, I know that it doesn't take 2 months to fix a problem of this type. You just need the knowledgeable manpower to get it done.

Regards,

K**** *****
Initial Complaint
Date:11/26/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a records of requesting to close my account back on May and made many calls and emails finally they closed it in October. They kept charging me in an average $200 A month without any services. I request a refund and they told me they will refund me, but they never did refund me. They said something was wrong on my initial closure form. Name mismatch although everything else is correct account number address ,… and they confirmed all that many times with me on phones calls. They never sent a letter or anything I had to calls them many times.
Business Response
Date: 11/27/2024
Thank you for the opportunity to address your concerns. Please note that the
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.
The closure
form also states, Signature of Authorized Principal (as specified on the
Merchant Application/Agreement). Although the fees
charged in
connection with your merchant account were valid, we will issue a refund of
$184.95 as a courtesy, upon acceptance of this response.

Thank you.
Initial Complaint
Date:11/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
11/13/2024 been taking money out of my account when tried to cancel they make it impossible, been trying for 2 years to cancel
Business Response
Date: 11/27/2024
Thank you for the
opportunity to address your concerns to our attention. According to the terms
and conditions of
our commercial agreement,
a closure request must be submitted in writing and signed by the authorized
account
holder.
Although we have received an incomplete closure request form; we will accept this
complaint as a formal
closure
request. Additionally, as a courtesy, the Company will initiate a refund of
$351.10 once the equipment is
returned, upon
your acceptance of this response.

Thank you.
Initial Complaint
Date:11/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paysafe credit card services - I tried canceling for several months but had no idea what company I was trying to cancel with. Because we signed up through a third party I had to cancel a Clover account and another company Asentium Capital Leasing and then apparently also Paysafe who have been charging my account for over 6 months while I was not using their services.

I feel it is dishonest of the company not to reimburse me for services I have not been using. I was unable to cancel my account as their company information was not listed anywhere. I do not receive paper invoices just a bank charge. When I finally put a stop charge on the account they had collections contact me. I just started the process (which is very difficult and time consuming) of cancelling today and they are not willing to reimburse me.

THey have been charging my account 149.95 monthly for 5+ months while I have not been using their services.
Business Response
Date: 11/27/2024
Thank you for
the opportunity to address your concerns. Please note, according to the terms
and conditions of our commercial
agreement, a
closure request must be submitted in writing and signed by the authorized
person on account. Although we have
not yet
received a written closure request, we will accept this complaint as a formal
closure request. While the fees associated
with your
merchant account were valid, we will waive the outstanding balance as a
courtesy, upon your acceptance of this response.

Thank you.
Initial Complaint
Date:11/13/2024
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.
Recently we had to change bank account information with PaySafe. We were told 24-48 hrs to update our account with the new information, that process took over a week. That’s fine whatever but now over 3 weeks later we still have not received our deposits. PaySafe owes us deposits dated 10/18-11/1 totaling over $46k. We have not received any of that money. Called countless times wondering where this money is with no explanation. You call customer service and you just get read a script with no explanation on what’s going on or when we’ll receive our money. Constant passing the buck to different departments. Being a small business this has caused extreme financial distress.
Business Response
Date: 11/15/2024
We appreciate the opportunity to address your concerns. Our records indicate that a
member of our Customer Service team contacted you directly and resolved the issue
described in your complaint.

We appreciate your patience.

Customer Answer
Date: 11/19/2024

Complaint: 22546913

I am rejecting this response because:

As of 11/15/24 we have received $29,672.23 of the $49,340.41 owed. That leaves a balance of $19,669.18 that is still owed as of 11/19/24.

Regards,

D***** ****

Business Response
Date: 11/27/2024
We understand
that you were not satisfied with our response dated November 19, 2024. Our
records show that the last
deposit
received in the original bank account was $2,799.95, and $29,672.23 was
deposited into the updated bank account
around November
14, 2024. The remaining balance of $16,868.23, minus the October fees of
$2,953.34, equals $13,914.89, which
was sent for
deposit around November 27, 2024. Please allow one to two business days to
receive the deposit. For additional
details, please
refer to the attachment.

We appreciate
your patience.

Customer Answer
Date: 11/28/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22546913, and find that this resolution is satisfactory to me.

Regards,

D***** ****
Initial Complaint
Date:11/05/2024
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.
I am writing to file a formal complaint against Paysafe, with whom I held an account until recently. They are refusing to give me information on how to close my account and also refusing to close my account. Paysafe's customer service personnel gave us the runaround for several days, telling us we had to go to the representative who sold us the processing.
Her name is A****** ******, and we had to leave several messages without a response. Finally, she called back, and when I informed her I was closing the account, she started threatening me and trying to convince me to stay with her company.
Business Response
Date: 11/08/2024
Thank you for the opportunity to address your concerns. Please note that account closure requests
must be submitted in writing and signed by the authorized account holder. Our records indicate that
an email containing the required closure form has been sent. Kindly complete and return the form to
ensure the account is closed.

Thank you.
Customer Answer
Date: 11/12/2024

Complaint: 22518322

I am rejecting this response because: We have yet to receive an email about closing the account. The effort shown could have been better. Please email [email protected], and we will fill out the form and send it back to you. We also sent a written letter to you by mail requesting the account to be closed. Please email the form to [email protected], and it will be completed and sent back immediately.

Regards,

J**** *********

Business Response
Date: 11/18/2024
We appreciate the opportunity to address your concerns.
According to our records, your merchant account was closed
on November 18, 2024. The issue you mentioned in your
complaint has been resolved. Thank you for your patience.

Customer Answer
Date: 11/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22518322, and find that this resolution is satisfactory to me.

Regards,

J**** *********
Initial Complaint
Date:11/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So I use paysafe as my Merchant credit card processor I don't have a brick and mortar store or anything like that I use my home for all of that. Most of the time I get gift cards from people because it's easier that way and I tell them if they don't want to use their credit cards or whatever else they can just grab a gift card for consultations about their Airbnb and short-term rentals to help them out and pay safe said they don't allow prepaid credit cards to be used which they never said that when I signed up with them and now they are holding $1,600 of my money and won't give it back for 180 days that's 6 months. I cannot go 6 months without that money nor do i want to that is ludicrous and there's no reason for it to be tied up for that long much less taken in the first place to begin with there's nothing criminal or wrong with having or using gift cards. please help me and at the very least you can put it out there to other people so they know that if you go this company they'll take your money for 6 months or more cause they never told me anything along those lines or anything that would warrant the actions that they're taking right now if I knew that prior I would never have went with them and yeah whatever you can help me get a resolution I would greatly appreciate
Business Response
Date: 11/08/2024
Thank you for
the opportunity to address your concerns. Unfortunately, we had to close this
account due to non-compliance with our agreements with Network Banks and Card
Brands.
The decline
ratio must remain below 15%, but it surged to 33%. Additionally, prepaid card
usage should be at or below 10%, yet the business is processing 93.75% of
transactions on
prepaid cards.
These figures exceed our risk tolerance. As per the contract terms and
conditions, funds will be held for up to 180 days to protect the Company
against chargeback losses.

Thank you,
Paysafe
Customer Answer
Date: 11/13/2024

Complaint: 22517188

I am rejecting this response because:

They Never made me aware of any of the rules or policies or regulations that they are talking about. What's more? I was told that I was signing up that unlike square. That holds your money for you know, a long amount of time when they shut down the account. It's just gonna be for a couple days and you get right back up. No problem, which definitely was not the case here. The account is freshly opened, not even 2 weeks old. So what is their concern with the the fluctuations going up-and-down at percentages, when you're basing those percentages off brand new account? So if it's one out of 2 oh my gosh, it's 50%, we can't have it 50% because it's 1 out of 2. Which makes no sense when it's a fresh account. What's more? They say they are holding my money to protect themselves against chargebacks. If what they're saying is true and it's all prepaid cards, there is nobody to charge back, said transaction. So in reality, they are just doing this To stroke their own egos and make themselves look better than everyone else.It is not necessary to hold my money for 180 days whatsoever, and in addition to that, if it is all prepaid cards, there is nobody to charge it back, so they're holding it for a 180 days just to be jerks for no. Reason, that's the only conclusion I can come up with. Because that's the only reason you would hold something if It was all prepaid cards. Which also was not told to me whatsoever when I signed up that the number of prepaid cards or transactions need to be at 10%or below!!!This is disgusting that these people feel just in taking money from a small business or anyone else for that matter when nothing has happened and the account is freshly opened, when the small business is still trying to figure out how their software even works and never gave a call to let them know that their declines are getting high was there anything they could do to help no just shut down the account and yank their money away so that they have to shut down everything for 2 to 4 weeks or more while they look for additional funding due to the theft of their money and bogus regulations about chagebacks from an imaginary person that doesn't exist due to the transactions being from prepaid cards!!!!!

Regards,

A**** *******

Business Response
Date: 11/18/2024
We understand
that you are not satisfied with our response dated November 8, 2024. As per our
standard
policies and
procedures, the funds will remain in reserve for 180 days, as authorized by the
agreement.

Thank you.

Customer Answer
Date: 11/25/2024

Complaint: 22517188

I am rejecting this response because:
Because they've done nothing to address the actual concerns or reasons that I have put forth they said they are holding my funds for 180 days in case of chargebacks which is not the case because they say they were prepaid cards that were done with all the transactions which means there are no chargebacks because there is no client to charge it back they are just doing things the opposite of what they're saying I understand they have 180 days on their rules and regulations or whatever whatever it is but the reasons they are giving for shutting it down the first place don't match up with that they say they're instituting 180 days due to a hold for chargebacks that can't be the case if it's all prepaid cards cuz there's no one to charge it back so one of those is wrong either the first initial thing is wrong and they should have shut my account down or it's not because of that reason and they shouldn't hold my money for 180 days I will not agree to any settlement whatsoever that doesn't include a refund if you want to shut down my account fine but give me the money that I've ran through there because that is mine I'm a small business I don't have very much money I don't have a lot of liquid assets and that hurts me immensely! At the very least I want other small businesses not to be done the same way I am and get burnt and railroaded like I have at least that can come out of this if nothing else. Please listen to my warning small businesses out thereand businesses period Do not do business with paysafe they are horrible and do not do anything they say they literally talked me into picking them as my processor by saying they don't hold money like Square does and if they do it's a real quick easy process to get it back open which is not the case this is the first time they've ever shut my account down and ever held my money. I opened the account only a week or too prior, are you seriously going to shut the account down after a week or two when you don't even know what's going on or the business itself horrible people horrible company don't let them take your money!!!

Regards,

A**** *******
Initial Complaint
Date:10/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not liable for this debt with Paysafe Payments Processing Solutions , I do not have a contract with Caine WEINER they did not provide me with the original contract as i requested. I never authorized anything or have any ideas of these companies are. This is truly an identity theft. Please remove the collection out of my record.
Business Response
Date: 10/28/2024
We were unable to locate a matching record for you based on your name and contact information submitted with your review. Please kindly provide any additional documentation or information that you believe would assist us in locating your file for further review of this matter. We look forward to hearing from you.

Thank you,
Paysafe

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