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:10/10/2024
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.
Do not, I mean don't, waste any time with this company. They are crooks and I wish I had read the reviews before starting with them. They steal their customers' money then try to tell you it will take 180 days to receive it. I just had to have my bank go take my money and my customer's money. They locked me out of my account to where I can't see my money. They rob their customers. I opened an account then sent myself a test payment. They said they were closing my account temporarily until I proved the card, which was in my name. I provided all my information, then received notice that they were closing my account. Then I told them to just refund it. They said, "Well, we can hold the money for 180 days." Please find another merchant.
Business Response
Date: 10/11/2024
Thank you for
giving us the chance to address your concerns. The account was boarded and
approved on September 25th, 2024. On September 30th, 2024, the first batch processed
through our
system triggered a full Risk Review. During this review, you informed the analyst,
as well as mentioned in this complaint, that the cards processed were in your
own name.
The transaction
amounts in question are not considered “test” transactions, as they exceed
typical test parameters (e.g., $1). Additionally, our merchant agreement
prohibits “self-funding” through
the merchant
terminal, which is grounds for termination. The analyst provided ample time for
you to process a return through the account before closure, as we cannot issue
returns on
behalf of a
merchant. Returns must be processed by the merchant through their terminal or
gateway connected to the merchant account. Funds will be held for up to 180
days, as allowable
under the terms
and conditions of the contract, to protect against chargeback loss to Company.

Thank you,
Paysafe
Initial Complaint
Date:10/07/2024
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.
In June of 2024, someone used my identity to open an account with Paysafe. They used the name of my non profit organization, Knights of Heroes. They also used my name as the guarantor. When I found out, I called Paysafe and they refused to provide me any information about the fraudulent account. They told me the account was closed and no action was required. On 5 October I was contacted by a collection agency and now Paysafe is trying to collect $2,275 from me. I have sent Paysafe a message to try and resolve the issue and they have not replied.
Business Response
Date: 10/14/2024
Thank you for the opportunity to address your concerns. In order to establish a merchant account, the merchant must submit a signed Merchant Processing Application (“MPA”), containing information about the business and payment processing services sought therein.
According to our records, a merchant account was established pursuant to an MPA, purportedly signed by S***** *******, on May 22,2024, and submitted through National Bankcard Inc. The MPA contained information regarding the business, including, without limitation, EIN/SSN, bank/routing information, legal business name and address information. In the course of its regular underwriting process, our underwriting team investigated and verified information contained in the MPA, including confirmation that legal name and SSN/EIN information matched IRS records. Accordingly, the Company acted in good faith by providing services under the contract, based on all available information (reviewed by our underwriters and/or verified independently).
As of the date of this response, a balance remains outstanding in connection with the merchant account.
In the event that you believe the merchant account was established without your knowledge or permission, and you therefore believe you are the victim of identity theft, please provide a copy of the police report filed in connection with the suspected theft, and/or a copy of your FTC Identity Theft Affidavit to ******************@paysafe.com, with the BBB Complaint number included in the subject line. Upon receipt of the same, we will review the account for further refund, waiver of balances, and/or other action, as may be appropriate. In the absence of a police report or Identity
Theft Affidavit, we assume the validity of the merchant account and reserve the right to seek collection of fees validly charged in connection therewith.
Thank you

Customer Answer
Date: 10/15/2024

Complaint: 22384578

I am rejecting this response because:
I understand you do your due diligence to ensure accounts are legitimate when opened. That does not change the fact that I have attempted to resolve this issue with Paysafe and Paysafe has not provided me with what I need to file a police report. I cannot file a police report if Paysafe does not provide me with a copy of the contract that the thief used to open the account. The collection agency has attempted to obtain a copy and you will not provide it to them either. I just want someone from Paysafe to call me and help me resolve this. Your call center is not helpful. They refused to provide me a copy of the contract and they refused to connect me to anyone who could help me. My number is (719) 964-3387.
I am a retired US Air Force Officer. The organization I run, that you claim opened the account, is a non-profit that runs outdoor programs for children of servicemen killed in service to their Nation. Please help me resolve this issue.

Regards,

S**** *******

Business Response
Date: 10/18/2024
Thank you for the opportunity to address your concerns. It was a pleasure speaking with you directly on October 17,2024 regarding the issues described in your complaint. In conclusion of our conversation the issues are being resolved to your satisfaction.

Thank you,
Paysafe
Customer Answer
Date: 10/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22384578. I submitted the FTC Identity Theft Affidavit. As long as affidavit is accepted and the debt is absolved, I am satisfied.

Regards,

S**** *******
Initial Complaint
Date:10/07/2024
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.
Pay safe payment processing has fraudulently been taking money out of the business bank account since April 2021 to the amount of $253.70. We do not have an account with them and any parent company's that we had contracts with were cancelled at that time. We had accounts with TSYS and have documentation of cancellation of those accounts. TSYS does not have any record of Safe payment processing in their database. We have not been contracted with another group associated with Safe Payment Processing during this time. I have asked Safe payment processing to provide any contracts they have an they will not produce them. They also would not let the account be closed and refused to give me the account number. We have not used this account and they are simply pulling money from the bank account. I have tried to work with their representatives on three phone calls and they have not offered any solutions nor will they even close the account. I am reporting fraud for the amount of $9,626.60.
Business Response
Date: 10/08/2024
Thank you for your submission. Unfortunately, we were unable to locate a matching record for you based on the information submitted with your complaint. Please 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

Customer Answer
Date: 10/08/2024

Complaint: 22382637

I am rejecting this response because: When I contact your company on the phone they will not release the account number to me. I do not have the claim number because I believe the account is fraudulent and your response is we don't have enough information without the account number, how convenient. The ticket numbers for the conversations with your company are 03951518, 03882437
Please look these up and notify how you will be providing a refund.

Regards,

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

Business Response
Date: 10/15/2024
Thank you for the opportunity to address your concerns. Our records indicate that a merchant account was established on behalf of Peak Performance Therapy, pursuant to a Merchant Processing Agreement, signed on March 10,2021. The Merchant Account was opened on March 11,2021. The terms and conditions of the commercial agreement between the parties govern process for closure and provide a period of time during which merchants must notify us of any suspected errors or omissions with respect to credits/debits issued in connection with credit card processing services provided under the agreement. In review of the account, it is found all fees charged are valid. However, as a courtesy upon your acceptance we will waive the outstanding balance that represent September 2024 month end fees in the amount of $253.70. We will also refund July 2024 and August 2024 month end fees for a total amount of $507.40. Refund checks must be mailed. Please provide your best mailing address.
Thank you

Customer Answer
Date: 10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22382637. The address to remit the refund is PO Box 622, Ophir, CO 81426. The company has stated it would refund 3 months of billing which would actually be $761.10 and not $507.40. Furthermore the account needs to be closed, a procedure I have tried to do with this company since its charges were uncovered and the company has not closed the account despite my choice to do so. If these conditions are met I will drop the complaint against them.

Regards,

M*** ********
Initial Complaint
Date:10/04/2024
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.
We cancelled our agreement with Paysafe on 8/14/24 due to their lack of providing the
proper equipment as promised and incompetent customer service representatives. After receiving confirmation that our contract was termed on 8/14/24 they continued to charge us monthly fees and was advised today that the account was not closed as requested on 8/14/24. They gave no explanation and continue to deduct monthly fees despite the contract being cancelled on 8/14/24. After finally being transferred to J***** -a supervisor job# 03970583 who advised that it will take up to 2 days after the next statement is released before the account will actually close and a refund request can be submitted which will take another 5 days. The company withdrew money from our account without consent and now will not fix the problem until it is convenient for them? This is unacceptable as the money should have never been deducted in the first place. The money should be refunded and the account closed today as this is their mistake. This company is awful and customer service is worse. Paysafe falsely advertises the National Bankcard logo on the statement making it appear to the consumer that they are affiliated which they are not as notified by National Bankcard. National Bankcard has tried to assist our practice in getting the account closed however as of today with no success. This company is a scam and will lie to delay the account closing so that they can continue to steal money from the consumer.
Business Response
Date: 10/08/2024
Thank you for the opportunity to address your concerns. In review of your account, it was closed on
10/4/2024. The refund in the amount of $76.94 that represent the month ending
fees for September 2024 has been processed.
Please allow 3 to 5 business days for delivery to the bank account on
file. We hope this bring satisfactory to this matter.

Thank you
Initial Complaint
Date:09/30/2024
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.
A few weeks ago I contact PaySafe to open account for my company for credit card payments sevices. I provide all information they asked me. And I got account open their swipe simple. As soon as I got 1st payment from my customers. I received an email that they need more info and they holding money on their account. I provided all the information. Than I received an email that my account is going to be closed because that don’t like the structure of my business . And I have to refund the money to my client before they close my account . I did exactly what I’ve been told and received refund receipt by email. My client saw refund in pending for several days but PaySafe never issue that refund. And now when I call them about the issue they told me since account is closed money will be on hold for 180 days. Even that I made the refund. Business like that not supposed to exist. I would call that fraud.and yes 1st time the explanation for closing my account was that they don’t like structure of my business today I’ve been told by another person that the reason was that amount of transaction was more than $7000 but when I was talking to representative opening account we’ve discussed at least $40000 per month. Just my opinion but they should check all the info they need before open an account.
Business Response
Date: 10/04/2024
Thank you for the opportunity to address your concerns. Your merchant account was approved for sales of cabinets (no install) as stated on the application approved on 08/30/2024 with an average ticket approved of $4,000.00 and a high ticket of $7,500.00. A merchant account is basically an unsecured line of credit with parameters approved based on the personal guarantor credit standing as well as the business credit (if that has been established). The first transaction processed through was well over the approved high ticket. During the risk review it was found that inventory is held by an outside vendor as well as install is also subcontracted out from another outside vendor which is outside the scope of what this business was approved for and a business model we do not support at this time. A cardholder has the right to dispute any transaction on their credit card statements up to 180 days after the transaction and or the completion of the services and/product received as to why these funds will be hold for the length of time as stated in the merchant agreement.

Thank you
Customer Answer
Date: 10/07/2024

Complaint: 22361233

I am rejecting this response because: They withhold money after I made refund. And my client saw refund in pending for several days. And I've been told by employee of paysafe to do refund so that money won't stay for hold for 180 days they. And I've made refund but they still withholding money for no reason puting my business in bed situation.

Regards,

E***** ***********

Business Response
Date: 10/08/2024
We are sorry to hear of your dissatisfaction however, when
corresponding with the analyst it was advised if you chose to refund the card
it would need to be done by close of business CST with batch closure on
September 23, 2024, as the account would be closed, and funds would hold for up
to 180 days as stated in the processing agreement. The refund was not done
within the time frame advised. Account was closed September 25th, 2024.
Thank you,
Paysafe

Customer Answer
Date: 10/09/2024

Complaint: 22361233

I am rejecting this response because: refund was made on September 23. And I received receipt for that refund was made before account closed

Regards,

E***** ***********
Initial Complaint
Date:09/30/2024
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.
we signed an agreement with clover and they just closed our business from one day to the other and is holding our money for 180 days, this is not right. they approved our account. we have been in business over 27 years. there is no problem. we need our money back. we have no problems with charge backs. we need our money back and demand that this company we have just discovered does this to many legitimate companys. the feds should investigate. They are thieves.
Business Response
Date: 09/30/2024
Thank you for
bringing your concerns to our attention. This merchant account was flagged due to
several issues, including
excessive
foreign card usage, high decline activity rate, and a higher-than-approved
percentage of manually entered transactions.
Attempts to
verify transactions were unsuccessful, leading to the decision to close the
account for processing outside the
approved
parameters. Funds will be held for up to 180 days, as allowable under the terms
and conditions of the contract, to
protect against
chargeback loss to Company.

Thank you.
Customer Answer
Date: 09/30/2024

Complaint: 22358453

I am rejecting this response because: the company knew the way that we work and the way that we do business we are a rental car company and we do charges by manual transactions as agencies make payments from overseas we received the credit card authorization from them we have been doing this for years and they are aware as of right now we have signed back on with clover with our bank we found out that their company is and has a lot of complaints as they are closing accounts for no reason to keep the money for a long time we do not have any chargebacks why did they close our account after 2 months they were just waiting to close our account for no reason and find an excuse to keep our money we want our money back and we're demanding it. Look at all of the reviews online these people are thieves and after speaking to our bank we are now going the right way and using Clover through our merchant account. This company needs to be investigated and the attorney general needs to be involved also the FBI.

Regards,

B*** *****

Business Response
Date: 10/01/2024
We understand
that you are not satisfied with our response dated September 29, 2024. The
application
indicated most
transactions would be face-to-face with at least 75% using chip read/swipe. If
the application
had accurately
reflected the number of manually entered transactions, the approval process and
outcome might
have differed.
Due to the higher risk of disputes with manually entered transactions, a hold
of 180 days is being
enforced.

Thank you.
Customer Answer
Date: 10/02/2024

Complaint: 22358453

I am rejecting this response because: we are going through our original merchant and using the clover, we demand that our money be returned back to us. I am not alone in saying you are not legitimate.

Regards,

B*** *****
Initial Complaint
Date:09/25/2024
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 received a notice dated 9/17/24 that says it's a 2nd notice, I have never received a first notice. Says I owe $8,774.32 for merchant account 4*********965552 (not my merchant ID). My company doesn't process through Paysafe. I attempted to call but have been on hold for an hour. This is fraud!!!
Business Response
Date: 10/02/2024
Thank you for the opportunity to address your concerns. In order to establish a merchant account, the merchant must submit a signed Merchant Processing Application (“MPA”), containing information about the business and payment processing services sought therein.
According to our records, a merchant account was established pursuant to an MPA, purportedly signed by Thomas Duddey, on May 22,2024, and submitted through National Bankcard Inc. The MPA contained information regarding the business, including, without limitation, EIN/SSN, bank/routing information, legal business name and address information. In the course of its regular underwriting process, our underwriting team investigated and verified information contained in the MPA, including confirmation that legal name and SSN/EIN information matched IRS records. Accordingly, the Company acted in good faith by providing services under the contract, based on all available information (reviewed by our underwriters and/or verified independently).
As of the date of this response, a balance of $8,774.32 remains outstanding in connection with the merchant account.
In the event that you believe the merchant account was established without your knowledge or permission, and you therefore believe you are the victim of identity theft, please provide a copy of the police report filed in connection with the suspected theft, and/or a copy of your FTC Identity Theft Affidavit to [email protected], with the BBB Complaint number included in the subject line. Upon receipt of the same, we will review the account for further refund, waiver of balances, and/or other action, as may be appropriate. In the absence of a police report or Identity
Theft Affidavit, we assume the validity of the merchant account and reserve the right to seek collection of fees validly charged in connection therewith.
Thank you
Initial Complaint
Date:09/23/2024
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.
We have been trying to figure out why $141.20 coming out of our business account since December. We didn't sign up for these services as we stopped doing business. I had to ask the bank to change our account number. Now we received a letter saying the failure to pay this outstanding debt may result in adverse information being reported to the appropriate credit reporting agencies and enclosure of your merchant processing account. But we never signed up for this especially in December.
Business Response
Date: 09/27/2024
We appreciate
the opportunity to address your concerns. According to our records, a merchant
account for
Urban Socialites was created and used in June 2022. Additionally, a refund for
PCI Fees
was issued and
credited to the bank account on file in 2022. Please note that, according to
the terms
and conditions
of our commercial agreement, a written and signed request from the authorized
account
holder is
required to close the account. Although we have not received such a request, we
will consider
this complaint
as a formal closure request. While the fees charged to your merchant account
are valid, we
will waive the
outstanding balance of $141.20, as a courtesy. We hope that this
response, along with the
Collection
waiver provided, will facilitate a satisfactory resolution of this matter.

Thank you,
Paysafe
Initial Complaint
Date:09/09/2024
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.
This is a Scam Group Paysafe Merchant and Leader Merchant Services and few more companies they all are 1.

They closed my account running with them for 1 year and took away they money.
Money isnt an issue, you need to communicate with merchant before closing account to get more documentation or issues like that so i also have chance to prove things on my end.
They didnt ask any documentation and random one day closed my account.

Reading reviews shows thats how this company works, they will wait till they got maximum money from you and then will shut the account.

I am already seeking lawyers to file a lawsuit against them and lets see how their shady contract prevent them from Financial Fraud Charges.
Business Response
Date: 09/12/2024
Paysafe is required to adhere to all MasterCard and Visa Regulations as well as the sponsor Bank terms for merchants. Within these regulations and terms are specific ratios on dispute activity from consumers. This account has breached the ratio for disputes and decline card activity. The account is currently sitting at a 15.11% dispute ratio and a 48.98% decline ratio on transactions processed. Both ratios are well over the allotted percentages. Chargebacks/disputes should stay below 2% and the decline ration should stay below 10-15% dependent on the business type. To remain in accordance with the Bank and the card networks this account was closed due to disputes. All funds that may be holding will remain on hold through the dispute period allowed to the cardholders.
All merchants have the opportunity to attempt to overturn any chargeback by responding to the "Debit Advise" letter that is generated to the merchant when a dispute comes in from the issuing bank of their cardholders. A cardholder has up to 180 days to dispute any transaction on their credit card statements.

Thank you,
Paysafe

Customer Answer
Date: 09/12/2024

Complaint: 22253635

I am rejecting this response because: One day before my account was closed i did chat with agent and asked my account health he told me my account is in perfect health and didnt shared anything about chargeback and declines.
For the part of decline i had contacted paysafe multiple time to fix this issue and they always say its not from their end and by Cardholders Bank End so how are they putting this blame on me?
I understand chargeback part and have contact company to reduce number of chargebacks so they should reinstate my account so i can fix this chargeback issue and this issue was never communicated to me before no warning nothing.
I will only accept 2 Outcomes 1) Reinstate my account and i will reduce chargeback ratio to above told limit of 2%
2) Refund all my fee take as i had faced huge business loss because of no warning account closure and miscommunication with me when i asked about my account health.

Regards,

W****** ******

Business Response
Date: 09/18/2024
The decision of closure of the account remains. The funds will remain held for a total of 180 days as specified previously. Merchant accounts have to adhere to the card brand associations' rules and regulations.
Thank you,
Paysafe
Initial Complaint
Date:09/04/2024
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 received a notice dated 8/13/24 that says it's a 2nd notice. Says I owe $196.96 for merchant account 4*********197264. My company doesn't process through Paysafe. I attempted to call but have been on hold HELL. I'm hanging up. Figure this out and call my parter to resolve this matter. J***** *******, at ###-###-####.
Business Response
Date: 09/09/2024
We appreciate the chance to address your concerns. Be assured that our team has received
your identity theft claim and is currently processing it. As a part of this process, any outstanding
balance will be waived, and you will receive an email confirmation once your claim has been finalized.

Thank you.

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