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:06/18/2024
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.
To Whom It May Concern:

I am filing a formal complaint against PaySafe, operated through Leaders Merchant Services, using SwipeSimple. In preparation for a Father's Day sale, I chose their service due to its perceived security. I successfully processed transactions on June 12th, expecting funds on June 14th, but only received one payment.
Upon inquiring, I was informed my account was under investigation. This notification came after processing several transactions, and I was not previously aware of any requirements like photographing my setup or providing invoices, which are difficult for a mobile business. No fraudulent activity was reported by customers or my bank.
Had I been informed earlier, I would have complied. However, the delay prevented me from providing documentation, as my setup was temporary. My attempts to communicate with PaySafe have gone unanswered, and I remain without my due funds.
I am deeply concerned about their business practices and believe they warrant investigation. I urge you to look into this matter and help me reach a resolution. I am available for further communication and can provide transaction details. Attached is transaction list.

Thank you for your time.

Sincerely,
******** *******
Business Response
Date: 06/20/2024
Thank you for the opportunity to respond to
your concerns. During the first batch review of processing, it was determined
that
the account was approved to process 90%
retail sales, but processed 80% keyed sales, which alerted for additional
review.
As a part of our review, we observed there
was no credit report pulled and information on the driver’s license provided
did
not match that of the address on the
application. This address also differed from the records found through our 3rd
party
verification service. In alignment with the
terms and conditions of your merchant processing agreement, a reserve account
was established while we investigated the
noted discrepancies. Information to further verify the transactional activity
could
not be provided due to the business model,
which was explained to be a small shop set up in a busy area for the sale of
Father’s Day baskets, with no invoices or
customer information collected. As a courtesy, we do intend to release, in
full, funds
collected as a part of the review. There will
be a short delay due to the banking holiday. To maintain the account, we would
like
to further validate the discrepancies
identified, specifically the physical address noted for the business. If you
would provide a
utility bill, or lease agreement for the
property located at 2999 W Spencer St Ste 2050, Appleton WI 54914, we will
review and
make a decision as soon as possible.

Thank you,
Paysafe
Customer Answer
Date: 06/28/2024

Complaint: 21866302

I am rejecting this response because:
They have note resolved the transactions funds that was old to me and I have not heard from them at all.

Regards,

******** *******

Business Response
Date: 06/28/2024
As no further documentation was provided upon request to
Clear noted concerns, the account will be closed effective
immediately, as outlined
in the terms and conditions of the
merchant processing agreement. As a courtesy, funds in the
amount of $116, which was the total held in reserve, has
been
released and should be deposited within 1-2 business days.
Thank you.

Customer Answer
Date: 07/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21866302, and find that this resolution is satisfactory to me.

Regards,

******** *******
Initial Complaint
Date:06/12/2024
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.
This company has the worse customer service. I contacted them regarding my 5 refunds and nobody knows anything. People are waiting for a refund. Simple Safe approved it, but this company hasn’t issued any refunds.
Business Response
Date: 06/13/2024
Thank you
for the opportunity to address your concerns. Having reviewed our-
records,
we indicate the Merchant processed
$2,162.18 in sales. All funds, less
any
fees, were deposited to the bank account on file. On June 8, 2024, merchant
processed
refunds totaling $1,698.42 (prepaid cards), which suspended in one of
our
queues. At that time, it was observed that the bank account on file had rejects
for
frozen bank. The refunds were canceled, as they would have rejected. The
merchant
is 100% whole for all
sales and is able to refund their customers directly, but we cannot
support
processing those refunds, as they would not be funding and Paysafe would lose
this
money.

Thank you,
Paysafe
Initial Complaint
Date:06/12/2024
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.
When I call them to explain the transactions and deposits, they just talk in circles and don't answer my question. I am doing $100's of business everyday, yet the are only depositing $10's they refuse to explain what transactions have been paid and which have not been paid. I was also told, even though transactions have been accepted they wont be paid as the don't qualify for payment. They wont tell me which ones. They are a bunch of thieves!
Business Response
Date: 06/17/2024
Thank you for the opportunity to address your concerns. Our records indicate some members of our customer service team spoke to you directly and the issues described was addressed. Our records indicate the cash discount and daily discount method was explained to you to provide an understanding on how this processing setup works. Regarding your deposits our records indicate all transactions were processed and deposited in timely manners based on the batch out times.

Thank you,
Paysafe
Initial Complaint
Date:06/03/2024
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 a victim of identity theft. An account in my name was fraudently opened in my name. I contacted Paysafe May 31st to notify them and requested this account to be closed. I submitted an Identity Theft report to them. I have also filed a police report. As of June 3, 2024 there has been no follow up and no closure of my account of which I am aware.
Business Response
Date: 06/04/2024
Thank you for the opportunity to address your
concerns. Our records indicate the Identity Theft claim was received and
processed.
Please note, the merchant account closed on
or about June 03, 2024. We understand this matter is resolved. Should you have
additional questions, please contact our
Customer Service Team.

Thank you,
Paysafe
Customer Answer
Date: 06/04/2024

Complaint: 21795642

I am rejecting this response because Paysafe has not furnished me written proof that this fraud account has been closed. I am also requesting a copy of the original account application. As a consumer and identity theft victim I have a legal right to this information.
Paysafe has not furnished me proof of the account closure or responded to my emails. When I receive proof by email that this fraud account has been closed as well as a copy of the original account application then we can close this complaint. As a consumer and as an identity theft victim I have a legal right to that information.
Thank you.
With regards,
J*** *****

Business Response
Date: 06/07/2024
We understand that you are not satisfied with our response dated June 04, 2024. Our records indicate an
email was sent on or about June 05, 2024, indicating the Identity theft claim was received and processed.
On June 06, 2024, a copy of the Merchant processing application was emailed via secure email, and it also
included the date the merchant account was closed June 03, 2024. We hope this response provides
satisfactory resolution to this matter.

Thank you,
Paysafe
Customer Answer
Date: 06/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21795642, and find that this resolution is satisfactory to me.

Regards,

J*** *****
Initial Complaint
Date:05/28/2024
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.
This has to be the WORST company to have for your credit card services. The chargeback department, the settlement customer service representatives as well as the knowledge of the whole company is simply horrendous.
My company had a customer chargeback repairs that were done more than 6 months prior and when I went to dispute them - I submitted 29 pages of evidence. There were two choices on the top of the dispute form - accept dispute or issue credit. I accepted dispute. This meant I was giving the customer her money back? They closed the case WITHOUT reading one sentence of my 29 pages and would not hear anything more. It was only within two weeks of the time frame that I was checking to see where we were with getting the funds back into the account and they would not reopen the case since the wrong box was checked, but they were able to CHARGEBACK a repair 6 MONTHS LATER?
If my company was going to give the funds back --- why would I have bothered to submit 29 pages of evidence to the contrary?
This is just many of the ridiculous things this company does once they get your funds.
Business Response
Date: 05/31/2024
Thank you for the opportunity to address your concerns. Please be advised Paysafe is not involved with the decisions of chargebacks, the card brand associations are responsible. Although the decision of the chargeback is valid, Paysafe will issue a one time courtesy refund in the amount of $1349.59, upon your acceptance. In the future, Paysafe can assist with questions regarding how to fill out chargeback forms to avoid this outcome.

Thank you,
Paysafe
Customer Answer
Date: 06/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21767737, and find that this resolution is satisfactory to me.
Yes I accept the response of the business, but I would like to know how the company would be refunding my account. Would that be straight into my bank account?

Regards,

*** ********** **** ******
Initial Complaint
Date:05/16/2024
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.
I'm an independent distributor with a company and I've been using Merchant Services Paysafe/iaccess since 2015 and I haven't had any issues until now with my monthly fees. The monthly fee has been $16.95 + transaction fees for credit cards processed. However, I was charged an additional fee of $99.00 for the month of March & April 2024 which was taken out of my bank account without my permission. I've contacted the company by phone & by email several times & they told me it was due to inactivity. Ticket# 5581738 suggestion to avoid any future charges, you can either process a sale of at least $1.00 each month or you can contact us to close your account. I processed 2, $3.00 sales to avoid the fees since I need merchant services so I may accept credit cards for my business. Now I've been trying to close my account numerous times but haven't been successful since the only option they offer to their customers to close thei account is to sign a blank docusign, attach a copy of my driver's license, passport or Knowledge-Based Authentication (KBA) using my camera. Also, since merchant services transposed 1 letter of email address I haven't been receiving any emailsor have access to my account portal. Paysafe failed to acknowledge this overcharge and insists they are entitled to increase the fee as much as they would like during the duration of the contract. This behavior is both unethical and illegal in my book. I'm out money but all I want to do is close my account & move on.
Business Response
Date: 05/21/2024
We appreciate the chance 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. Although we have not received a written
request for closure, we will accept this complaint as a formal request for closure.

A notification mailed on or about January 24, 2024, advising effective March 01, 2024, an inactivity -
fee up to $99.00, will be charged if your account has not processed a card sales transaction for
three (3) consecutive months. Although fees charged with your merchant account were valid, will issue
a refund in the amount of $198.00, upon acceptance of this response, as a courtesy.

Thank you,
Paysafe

Customer Answer
Date: 05/22/2024
Better Business Bureau:

Unfortunately, I never received the letter the business mentions in January 2024.
I reviewed the response made by the business in reference to complaint ID 21718607, and find that this resolution is satisfactory to me.
Paysafe, please mail refund to address on file, *** **** Street.....MA
Regards,
T**** ***************
Initial Complaint
Date:05/07/2024
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.
I got a credit card Bluetooth device and was told fees would be taken as cards were accepted- since Nov 2022 they have monthly taken money from my personal checking account for a total of 1496.17 I have contacted them, closed my account, requested a refund, and have received no help. This money was withdrawn from a personal account as my business is a simple small side hustle. My husband is an over the road truck driver and the amounts varied so sadly went unnoticed until it drew our account negative. I have placed a stop payment through my credit union but we need the money back
Business Response
Date: 05/16/2024
Thank you for an opportunity to address your concerns. In review of your signed Merchant Service
Agreement if was found all fees charged are valid. However, as a courtesy we
can offer to waive April 2024 month end fees in the amount of $169.15 that rejected due the stop payment
you placed with your bank. Also,
as a courtesy we can refund fees charged for months when there was no
processing. Months included are October
2022, January 2023 through August 2023, and January 2024 through March 2024 for
a total of $933.30. Upon your acceptance we must advise due to the status of
your account the refund check must be mailed to you. Please provide your best mailing address and
if the check should be address to the business name or authorize signer on
file. We hope this provide satisfactory resolution to this matter.

Thank you,
Paysafe
Customer Answer
Date: 05/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21674063, and find that this resolution is satisfactory to me. Please make the check for payable to G*** ****** and mail to 2101 Stardust Ct Euless, TX 76040

Regards,

G******** ******

Customer Answer
Date: 06/01/2024
I am just following up to see when I can expect this check. Can you please reach out and find that for me?
Thanks-
G*** ******
Customer Answer
Date: 06/05/2024
I still have not received the refund check. Can you possibly get an update?
thank You

G*** ******
Initial Complaint
Date:04/26/2024
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.
My wife and I are sole proprietors for Sun Express Alterations & Dry Cleaning.
Last year we used Paysafe under the name Merchants Choice as our credit card processor so all documents will list Sun Express. The Merchant ID for us is 54*********51322.
I was also told;
1. My final service charge would be for the month of Dec and would be billed the beginning of
Jan 2024. (This did happen, Jan 2, 2024 $287.52)
2. My Credit Card Terminal was obsolete and I should destroy it rather than return it. (I destroyed it).
18 Mar 2024-While reconciling my bank statements, I realized they were still taking monthly service charges, on 2 Feb 2024 for $78.85 and again on 4 Mar 2024 for $78.85. I immediately called Paysafe (Ticket# S460093) I was told my account was verified to be closed, but because it was late in the month, another charge of $78.85 would be processed the beginning of Apr 2024. He said shortly after that I would receive a refund for all 3 of the service charges totaling $236.55.
9 April 2024-They did take another service charge of $78.85 on 2 Apr 2024, but still no refund by 9 Apr 2024, so I called again (Ticket# S535366). I explained the situation, he again verified my account was closed, said he would escalate the refund request, and I should see it deposited within 48 hours.
16 April 2024-Still no refund so I called again (Ticket# S53775) Again explained the issue, they verified my account closure, but this representative said my refund had been escalated, but would not be approved until Fri 19 Apr 2024 and would not be deposited until Wed 24 April 2024.
25 April 2024-Still no refund, so I called again (Ticket# S587872) This representative was very condescending, telling me that the other reps did not say what they said, and nothing had been done with my account except on the last call when the refund request was escalated. I asked when I would get my refund. He just kept repeating it had been escalated as high as it could go. I emphatically demanded he let me talk to somebody higher or his supervisor, and he continuously refused to let me speak to anyone else. Just kept telling me it had been escalated and I had to wait. After I hung up, I immediately went to my bank and they will attempt to block Paysafe from making any further withdrawals from my account, but as of now they have, in my opinion, stolen $236.55 from my account.
Customer Answer
Date: 04/26/2024
Please be advised that my auto-fill added the wrong daytime phone number. The correct number is; ###-###-####.
Customer Answer
Date: 04/29/2024
Good Morning,
Update to my complaint.
As of this morning 29 April 2024, I now have a pending deposit transaction from Paysafe for $231.55. Although close, it is still $5.00 short of what they owe me. (3 x $78.85 is what they took, which comes to $236.55). Ordinarily, I would just let this go, but after the inconvenience, time and frustration they have caused me, I want every penny of what they owe me.
Thank You
R***** ********
Business Response
Date: 04/30/2024
Thank you for the opportunity to address your concerns. Our record shows a refund in the amount of $231.55 was transmitted to your bank account on 4/28/2024 and $5.00 was transmitted today 4/30/2024 which equated to January 2024, February 2024 and March 2024 month end fees a total of $236.55. Please allow 3 to 5 business days from processing to deposit to your bank account on file. We hope this brings satisfactory to this matter.

Thank you,
Paysafe
Customer Answer
Date: 04/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21625880, and find that this resolution is satisfactory to me.

Regards,

R***** ********
Initial Complaint
Date:04/24/2024
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.
I recently deposited 500 dollars into Skrill unfortunately the services I need they cannot comply with. I reached out and asked to initiate a refund of my $500 i’ve waited around multiple hours for them to initiate a refund for money that is mine not theirs and they still have not refunded me or initiated a refund. It is my money and they are keeping it hostage
Business Response
Date: 05/03/2024
Thank you for the opportunity to address your concerns. Having reviewed our records, the Skrill support team submitted and processed the
refund in the amount of $500.00 on or about April 24, 2024. An email was sent on April 29, 2024, advising you to allow 5 to 7 days for processing
and that the funds would reflect on the card balance.

We hope this response assists with a satisfactory resolution to this matter.

Thank you,
Paysafe
Initial Complaint
Date:04/12/2024
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.
My complaint is regarding billing and chargebacks. I can't get through to anyone. Monthly fees were charged multiple times and chargebacks need to be refunded.

I would like to get a refund.
Business Response
Date: 04/17/2024
Thank you for the opportunity to address your concerns. Our records indicate that your merchant account received twelve chargebacks.
The company had mailed out chargeback notification letters and provided them with a due date to respond by. It is the merchant's
responsibility to respond to the chargebacks in a timely manner.

When the chargeback team was contacted, most of the cases had already expired, except for three that were pending expiration. In good
faith our chargeback team submitted all the rebuttals that you provided. The issuing bank will review the chargeback cases and decide the
outcome.

Note, your merchant account is still currently open and applicable fees are still be charged. We show you placed a stop payment on the bank
account on file. This action has caused your open merchant account to be on divert. Note, sale transactions, credits, chargebacks
and collection balances will offset with the divert balance. Our review shows that the charges are valid with no refund due.

Thank you,
Paysafe
Customer Answer
Date: 04/17/2024

Complaint: 21535221

We are rejecting this because until just recently after they were "closed" you even supplied us with the Information to find any of this and what does any of that matter when 4 of the 12 charge backs were the same exact card and with that being said I only receive virtual credit cards that are single use card so your says theirs 4 different charge backs with the same card but different reference number. This information is coming straight from the paperwork you sent us so tell me how those are not due for repayment we also included why the charge was not worthy of a return because the services were rendered. Also the other one for 137.50 I believe 4 different ones and all same card. On top of multiple charges accessed when already been paid. We can did and find all of this but I'd say I've provided more than enough to be given my money. If we have to take this further we will i am trying to remain peaceful and my account was to be shut down last year but that is how much miss communication and Un organized yall are. They don't push class action lawsuits on companies for no reason.

I am rejecting this response because:

Regards,

N***** *******

Business Response
Date: 04/22/2024
We understand that you are not satisfied with our response dated April 17, 2024. Please note, the response contained an
explanation that your customers filed Twelve Chargebacks, and notification letters mailed to you contained the reason for
the disputes. The Chargeback cases are filed with the issuing bank, which decides the outcome.

Our records indicate the merchant account last processed in January 2024. Note, 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 parties. Although we have not received a written request for closure, we will accept this complaint as a
formal request for closure. Fees charged in connection with our merchant account were valid.

Thank you,
Paysafe
Customer Answer
Date: 04/22/2024

Complaint: 21535221

I am rejecting this response because: 3 chargebacks of the same card number when its a vcc. Single use cards will be filling report with attorney General tomorrow

Regards,

N***** *******

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