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.
76 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:08/01/2024
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 claims they tried to take funds from my
bank. My bank says they never tried. I received about $130 in credit card
receipts. They claim I owe them about $79. I canceled this account over a year
ago with my bank manager on the phone, they refused to cancel my account and
keep harassing me for the $79.
Business Response
Date: 08/06/2024
Thank you for allowing us to address your concerns. Please be advised that a written and authorized
person's signed request is required for account closure, as per the terms of the commercial agreement.
A record of such closure request was not found; therefore, the fees applied to your merchant account
are deemed valid. It is noted that the account closure occurred around May 29, 2024, due to a stop payment
on the bank account, leaving an outstanding balance of $76.85. Despite the fees being valid, we have
waived the remaining balance as a gesture of goodwill.

Thank you,
Leaders
Initial Complaint
Date:07/26/2024
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.
I began credit card processing with Leader's Merchant in 2017; however in February 2024 my account was hacked and hacked again in March so my bank closed the business account linked to Paysafe. I was highly concerned over the amount charged me for the credit card services as I was not taking credit card transactions except for a small few; therefore I contacted Paysafe in February and asked why I was being charged over $250 per month. I was not given a satisfactory response. Two months passed and PAYSAFE closed the account because the bank account was closed (by the bank) for the HACK issue.

I received the letter attached and called Paysafe Collections

I asked if the Collections Dept could assist me in lowering this, that I would be willing to work on negotiation and was told, NO, WE DON'T DO THAT HERE; YOU'D HAVE TO TALK WITH CUSTOMER SERVICE

Once I got to Customer Service, I waited for about five minutes to be told there was no one who could take my call.

I'm very agitated over this 2-month billing with no assistance from Paysafe. Just Lip Service.
Business Response
Date: 07/29/2024
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.
We were unable
to locate a record of closure pursuant to the agreement, accordingly fees
charged in connection
with your
merchant account were valid. We note that account was closed on or about May
29, 2024, due to stop
payment, as
courtesy we have waived the outstanding balance of $499.60.
Thank you.
Customer Answer
Date: 07/30/2024
Thank you for your contacting this entity. I appreciate that you are here "For the People!"
Initial Complaint
Date:07/22/2024
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.
They are terrible. They didn’t let me cancel the account after I sold the business. I have kept calling many times and it ignored every calls. Got no help from anyone and they just refer everything to an unknown auditor to make decisions. Account # *********7806680
Business Response
Date: 07/25/2024
Thank you for the opportunity to address your concerns. We will accept this complaint
as a formal request for closure. Your account closed effective July 24, 2024.

We regret the frustration this caused.

Thank you.
Initial Complaint
Date:07/16/2024
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.
Somehow there was an error in the business name and address put on to our account due to the merchant onboarding form. They have the wrong business name and address for our business but the contact information and banking information are correct. They have emailed us and said the couldn't withdraw their fees from our account or deposit our money and to send the banking information. I have provided them with the articles of incorporation and direct deposit form from our bank. It has been since Thursday June 11th at 9:30 am that they have had this information and they have not corrected. We cannot get any answer other than its in process and takes 24-48 hours. Our registration software that uses them to process our payments has now been temporarily shutdown until we can prove paysafe has corrected our account, so we cannot take in any income. We have contacted them several times for updates and willing to provide any additional information they could need and they keep telling us its in process and that's all they can tell us and that they'll call us when they're ready.
Business Response
Date: 08/01/2024
Thank you for
allowing us to address your concerns. According to our records, our internal
and legal
teams have
collaborated with you to investigate the issues outlined in your complaint. The
necessary
adjustments
have been made to the account, which is now properly established under the
correct
legal entity,
and the funds have been released. Please allow 3-5 business days to receive the
funds.
We value your
business and your cooperation in this matter. We apologize for any frustration
this may
have caused.

Thank
you,
Paysafe

Customer Answer
Date: 08/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21998338, and find that this resolution is satisfactory to me.

Regards,

M*** *****
Initial Complaint
Date:07/15/2024
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 withdrew funds $76.25 from out bank account WITHOUT explanation. There is ***NO*** way to dispute this transaction nor is there a COMPETIENT human responding to out request(s)\messages. Please assist ....
Business Response
Date: 07/19/2024
Thank you for the opportunity to address your concerns.
Although fees charged are valid per your signed merchant processing agreement
(MPA), terms and conditions. As a courtesy
we will refund $76.25 which represent January 2024 month end fees. We will also waive the outstanding balance in
the amount of $76.66 which represent the February 2024 month end fees.
Due to the stop payment placed on the bank account on file
we may be required to send the refund check via mail. Please provide your best mailing address.
Please advise if the check need to be in the business name on file or the
authorized signer name on file. Process
to delivery can take up to 30 days. We hope this bring satisfaction to this
matter.

Thank you,
Paysafe
Initial Complaint
Date:07/12/2024
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 writing to formally lodge a complaint regarding a recent transaction with Greyhound Lines, Inc. I purchased a Greyhound bus ticket using a Paysafe card and paid the amount in cash. To my dismay, I was later informed by Greyhound that the transaction did not go through.This situation is highly concerning as I have already paid for the ticket, and yet the transaction was not honored. This amounts to a significant inconvenience and financial loss for me, as I had to make alternative travel arrangements at short notice. Specifically, I had to rent a car to travel from Tennessee to Los Angeles, which incurred additional costs.I consider this to be a clear case of fraud, as I have been charged for a service that was not provided. I request an immediate and full refund of the amount paid for the bus ticket. Additionally, I seek compensation for the additional expenses I incurred due to this issue, which includes the cost of renting a car.Please find attached copies of all relevant documents, including the receipt for the Paysafe card transaction and the rental car agreement. I expect this matter to be resolved promptly and look forward to your swift response.
Business Response
Date: 07/15/2024
Dear
Mr M******,

We
are writing in response to your complaint to the Better Business Bureau against
paysafecard.

Your complaint has been referred to the Complaints Department of paysafecard
for further review and response. We hereby welcome this opportunity to
investigate your concerns and address them accordingly.
As
we understand, your complaint relates to the fact that you bought a Greyhound
ticket for the amount of 461,34 USD through paysafecash, but you were not able
to use it. As a settlement of your complaint, you requested the refund of the
amount along with compensation for the additional costs incurred.
We have carefully reviewed the situation
and wish to confirm that you initially contacted us on 2 July 2024 notifying us
that you purchased a Greyhound bus ticket using a paysafecash recharge. You
were later informed by Greyhound that the transaction did not go through although
you paid for the ticket.

In your email, you shared with us a screenshot of
your barcode along with the receipt.

After thorough investigation of the documentation,
it was found that the screenshot you submitted pertains to barcode 7993*********998*********70937
confirming a successful transaction in the amount of 461.34 USD,
processed in favour of FlixBus.
To
receive assistance on obtaining a refund please contact the Flixbus team by
filling out the form and follow the instructions provided at this link:
****************

Please find here below the transaction details:

Transaction ID: pay_*********2_MMboCva1TyLi0zMhfBRi0dPArBatF3HF_USD
Web shop: Flixbus
Date: 2024-07-01 04:38:14
Amount: 461.34 USD

We would like to express our sincere apologies for
the delays and the level of assistance you experienced during your recent
interaction with our company. Your satisfaction is of utmost importance to us,
and it is disheartening to learn that we fell short of meeting your
expectations.

We understand that your time is valuable, and we
deeply regret any inconvenience caused by the delays in our service. We are
actively investigating the root causes of these delays to implement corrective
measures and prevent similar occurrences in the future. We genuinely appreciate
your feedback as it helps us identify areas for improvement. Rest assured that
we are taking immediate steps to rectify the situation and prevent any
recurrence in the future.

Based on our investigation, and the findings
detailed above, we have made the decision to partially uphold your complaint.
We acknowledge that it has been a disheartening situation, however we would
like to highlight that the payment to Flixbus was successfully processed by
paysafecard and the funds are currently with Flixbus. Paysafecard has fulfilled
its obligations to you in its capacity of a payment’s processor. In
regard to the compensation request, we would like to inform you that in our
view, this does not seem reasonable or fair to us, thus, we will not be able to
honor this request.

We understand that this situation has been a
discouraging experience on your part and would like to sincerely apologize for
any inconvenience caused as a result of this matter but hope that despite all,
you will accept our apologies and consider using our services in the future.

If you are unsatisfied with this response, you may
choose to contact one of the consumer protection organizations in your local
state for an impartial review or information on further steps you can take.

Your Sincerely,
paysafecard Complaints Department
Customer Answer
Date: 07/16/2024

Complaint: 21978175

Dear Paysafecard Complaints Department,

First of all, I would like to address the mischaracterization of my issue. My complaint is not that I couldn't use a ticket; the issue is that I paid you for tickets and did not receive them. My problem lies with your company because you took my money and failed to provide what I paid for.

Therefore, I am requesting a full refund of the amount I paid. Additionally, I seek compensation for the significant costs incurred due to this error, including medical issues that were exacerbated by the delay.

I expect a full refund for the money I paid for tickets that were never delivered. Anything less would be unacceptable and raises concerns about the safety and reliability of your payment services. Your company, named "paysafecard," suggests a commitment to ensuring that customers receive either the service or product they paid for, or a refund.

I kindly request that you fulfill this obligation by refunding the full amount I paid as I did not receive the tickets.

Thank you for your attention to this matter.

Regards,

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

Business Response
Date: 07/17/2024
Dear
Mr M******,
We
are sorry to hear that you are not satisfied with our response.

We would also like to confirm that paysafecard's position regarding the matter
has already been set out in full in our final response sent to you via e-mail
on 15 July 2024.
If you are unsatisfied with this response, you may choose to contact one
of the consumer protection organizations in your local state for an impartial
review or information on further steps you can take.

Yours
sincerely,
paysafecard
Complaints Department
Initial Complaint
Date:07/10/2024
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.
PaySafe has charged my merchant credit card processing account ($49.95x6mo) for a service I was totally unaware of and refused to refund the charges.
Their claim is that I was sent an email informing me of the impending fees, to which any non-response was proof that I accepted the fees.
Business Response
Date: 07/11/2024
We appreciate
the opportunity to address your concerns. Our records indicate notification of
the
Fraud
management fee was sent along with the ability to terminate such services
during the notice
period without
financial penalty. Although fees charged were valid, as a courtesy we will
issue a
refund in the
amount of $149.85, upon acceptance the refund will be issued via ach into bank account.

Thank you.
Initial Complaint
Date:07/10/2024
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.
This credit card processing company debits my bank account directly several times a month for various fees. Last month I received a strange unintelligible email stating I had an unpaid balance of 1.22 plus a fee of 25.00. I emailed back several times asking them to explain how that was but never got a response so I assumed it was an attempted hack and conveyed that to them in my email. Then on July 1st I had 3,818.50 in credit card runs & they froze that deposit refusing to release my money. Though the had the ability to deduct what they thought was owed to them, and the debited my bank account 1.22 on June 24th and still held my 3,818.50 without cause, inflicting unjustified financial hardship on me as a result
Business Response
Date: 07/11/2024
Thank you for
your submission. Unfortunately, we were able to locate a matching
record for you
based on the information submitted with your complaint. In the
event you have
additional documentation or your merchant processing account
that you
believe would assist us in locating your account, please reply with the
information.

If you need
assistance in locating your merchant processing account, please contact
our Customer
Service Team at ###-###-####.

Thank you,
Paysafe
Customer Answer
Date: 07/12/2024

Complaint: 21963019

I am rejecting this response because:

I am listed at paysafe as
j & s security services
merchant id #548**********731
owner: S***** ******

Regards,

S***** ****

Business Response
Date: 07/17/2024
Thank you for the opportunity to address your concerns. Our records indicate that
funds held while your merchant account was placed on divert from
June 20 -July 10, 2024, totaled $3,818.50.

Note, the following were debited from the funds held, June 2024 Month Ends Fees
$72.15, Daily Discount for batch on July 02, 2024 - $18.40 Daily Discount for batch on
July 05, 2024 - $0.69, Return Fee - $25.69, Total Amount deducted = $116.93. The total
amount of $3,701.57 was released and deposited. Our collections team has made a
second release in the amount of $25.69 to waive off the outstanding balance.

Thank you.
Initial Complaint
Date:06/28/2024
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.
My husband's business used Merchant Services for his credit card machine and we canceled their services in late 2022 or early 2023. They have continued to charge us fees, provide non-working phone numbers, and refuse to provide me with a way to return their machine.
Business Response
Date: 06/28/2024
Thank you for your submission. Unfortunately,
we were unable to locate a non-processing merchant account
matching for you based on the
information submitted with your complaint. In the event you have additional
information that you believe would
assist us in locating your non-processing merchant account, please provide
the information in your response.

If you require assistance on obtaining your
merchant account number, please contact our Customer Service Team
at ###-###-####.

Thank you,
Paysafe
Initial Complaint
Date:06/25/2024
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.
Paysafe...AKA...BANKCARD CENTER...AKA Leaders Merchant Services

Merchant # 4*********373801
This Processor has taken money out of my account since 2020.
I was unaware of any of these "Fees", and was not told about or sent any communications.
I have closed my bank account. The company has sent a letter saying I need to pay an amount not listed on the paper, and when I tried to call them they did not answer. 20 minutes I was on hold.
My bank has filed a fraud case and was sent a so-called "application" that I supposedly filled out with an "electronic signature".
I just want to close the merchant account so no other charges are being made.
Business Response
Date: 07/02/2024
Please note that requests 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. Although we have not received a written request for closure, we accepted this complaint as a formal request for closure. Your account was closed effective June 27,2024. Although fees charged in connection with your merchant account were valid, we will submit a waiver request for the outstanding balance of $199.10 which equates to the May 2024 month ending fees upon acceptance of this response, as a courtesy.

Thank you,
Paysafe

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Paysafe:Group

Paysafe Payment Processing Solutions

Paysafe:Group

Paysafe:Group

Paysafe:Group

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Paysafe:Group is BBB Accredited.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Paysafe:Group is BBB Accredited.