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:04/12/2024
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.
We have not processed one card through this card processing company. Our information was stolen from an application for a separate card processor and believe this account was opened fraudulently. We have recording of the customer service representer confirming we have had no transactions on our end, however we have been charged a total of $5,619 by this company. They refuse to provide us a copy of our agreement, statements or access to what they say is an online portal due to not having an email on file. We have provided the email twice now in an attempt to get this set up.
Business Response
Date: 04/18/2024
We appreciate the opportunity to resolve your concerns. After further review a submission of closure of the account is being processed and a refund for the requested amount of $5,619.00 has been approved. Upon your acceptance, please allow 3 to 7 business day for processing to deposit to the bank account on file.
Thank you,
Paysafe
Customer Answer
Date: 04/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21566924, and find that this resolution is satisfactory to me.

Regards,

C****** *******
Initial Complaint
Date:04/08/2024
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.
COMPLAINT FILED APRIL 5, 2024 AGAINST
WHO: Paysafe, Leaders Merchant Services, 30721 Russell Rd Suite 200, Westlake Village, CA
WHAT: PS/LMS charged Business Owner's account in the amount of $399
WHEN: 2/26/24
WHERE: Online
WHY: According to Paysafe/Leader Merchant Services, they claim Business Owner did not return their inexpensive DeJavoo credit/debit card processor.
INFORMATION:
01/11/24 Owner went out of business & closed account. See closure document.
01/19/24 Business owner Returned debit/credit processor machine to Paysafe/Leaders Merchant Services, 30721 Russell Rd Suite 200, Westlake Village, CA 91362Model Vego 3000 Dejavoo Z11
Serial No. 118110588413 See attached photos of machine & connectors
Refer USPS debit card online charge to owner’s business account.
02/26/24 Paysafe/Leaders Merchant Services (PS/LMS) Charged Owner’s Bank account in the
amount of $399 Owner’s business account with PS/LMS had been closed well over a month.
Paysafe/LMS, FRAUDULENTLY, charged owner’s bank account. PS/LMS made no correspondence to owner in this regard.
03/09/24 Owner Became aware of the charge & called her bank & was given the phone no.
703.561.1100 to call and Owner called and was told, if there is an “AR” in front of NACHA, it was fradulent, a SCAM. Yes, indeed there was (AR NACHA Bankcard1 CCD)
03/09/24 Owner Called various PS/LMS phone nos. (See atachments) PS/LMS indicated that they did not receive the processor and would need a tracking no. Unfortunately, owner did not have a tracking no. Just the USPS 818.540.6716 charge she purchased online & shipped the machine to the California.
03/09/24 Over the course of a few days, owner called & talked to numerous employees
of PS/LMS. They claimed they did not receive the machine. PS/LMS said I had to have
a tracking no.
3/22/2024 Owner Called USPS and filed a Search Request ID #MRC ** **** ****
4/3/2024 Called USPS Still searching
Please refer to details in attachments.
Business Response
Date: 08/13/2024
We appreciate the opportunity to resolve your concerns. Ms. H**** had agreed to return the
equipment after the agreement's termination or incur a fee of $399.00 if not returned within
the specified timeframe. The terminal remains unlocated as Ms. H**** failed to provide a tracking
number. Our investigation did not yield any results in locating the terminal. Consequently, the refund
request has been denied. For further assistance, please acquire the tracking information from the postal
service and provide it for further examination

Thank you.

Customer Answer
Date: 08/21/2024

Complaint: 21535780

I am rejecting this response because:
I did return the machine. Please look over your machine's serial numbers and you will find the one I returned. Also, please provide me with the document that you say that I agreed to pay $399 if I do not return the machine. Even though I do not have a tracking no., I did provide you with the postage I incurred. I am sure you have the machine. I would appreciate you checking your inventory. What the heck would I do with that machine since I no longer am in business. Thank you for your time in this regard. Please refund the $399, which you inappropriately, got into my account without asking me (no calls, no emailing me, no notification that you were going into my account).

Regards,

******** H****

Business Response
Date: 08/23/2024
A copy of the
Agreement is available for your review. The terminal location cannot be
identified
due to the lack
of tracking information, and the postage does not specify the shipping address
or the details
of the shipped item. Consequently, the fee charged to your merchant account
stands.
The refund
request has been declined. Should you provide proof of return, we will
reconsider.

Thank you,

Leaders

Customer Answer
Date: 08/26/2024

Complaint: 21535780

I am rejecting this response because:
First of all, I do not recall ever seeing the “Terminal Placement
Program
Addendum to Merchant
Agreement.” It appears that it was recently created. I do not
have a copy of it in my files, nor could I find it any any of my
emails.

Have you looked in
your supply room for the type of machine that I had – and did you
check serial numbers? I am sure you received the machine. Why would
I make something up and continue to pursue this if I had not returned
your inexpensive machine. And, why do I have a charge from USPS that
indicates I returned your machine?

Would you please be
kind and refund the $399 you charged my bank account? In my small
town, I bend over backwards to do what is right with my customers.

Regards,
******** H****
************
Initial Complaint
Date:04/03/2024
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.
on feb /01/2024 the company described , charged me $131.15, which i wasnt agree with but, i called them to cancel the services by this date; i received the documents to be signed electronicly , i did and i send them back, i have the confirmation they received them, almost a month later, on 03/01/2024, they charge me for $201.15, which is unauthorized charge, i called them, they apologize with me and told me tht ill receiving the money back in 15 days, didnt happened, on 03/25/2024 they charged me again with $20.00 , i called them and they promised me to refund me the money in 5 days, didnt happened, i called them last week to know about the process, they said, youll received the money in 24 hours, didnt happened, i called them today, 04/02/2024, they told me that show up like pending or procesing, which i considered really disrespectfully.. hope to ge my 221.15 dollars back in my account.
Business Response
Date: 04/05/2024
Thank you for the opportunity to address your concerns. Our records indicate a refund for the February 2024 month end fees in the amount of $201.15 and $20.00 loaner equipment fee charge for a total amount of $221.15 was submitted. The transmission date was 4/4/2024. Please allow 3 to 5 business days for processing to deposit to your bank account. We apologize for any inconvenience.

Thank you,
Paysafe
Initial Complaint
Date:03/18/2024
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 started processing with PaySafe recently for my business. After processing a transaction, my account was put on hold and I provided the requested information promptly. Today, I was told my account would be closed for not being able to verify the transaction even though I provided the invoice and contact info for the customer. Another reason was inconsistent processing, even though the transaction was way below my limit/averages.

I'd like for my funds to be sent to my account and hopefully provide additional info to verify transactions.
Business Response
Date: 03/19/2024
Thank you for the opportunity to address your concerns. Paysafe monitors all transactions processed through their merchant accounts. At the review
of the first batch of processing, we observed declined sales for both security risk violation and suspected fraud on each card used. Card(s) used tied
to a recent fraud event during the same timeframe as processing on this account. Information provided to validate the one successful sale failed
verification with the issuing bank. Additionally, we made several unsuccessful attempts to reach the cardholder. Associated bank account had rejects
for frozen bank, closed bank and insufficient funds. All of these factors led to our decision to part ways. Because of the concerns with card usage, funds
are generally held for 180 days as allowable under the terms and conditions of the merchant processing agreement. We may consider an early release
if we are able to fully verify this sale through additional information, or if sale does not chargeback after a reasonable period of time, usually a minimum
of 30 days.

Thank you,
Paysafe
Customer Answer
Date: 03/20/2024

Complaint: 21451263

I am rejecting this response because:

i was not given a list of information i can provide to release the funds from holding. What items can I provide to release funds?

Regards,

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

Business Response
Date: 03/20/2024
We requested information for the cardholder to validate the sale. As we were not able to reach the cardholder, and the information provided
does not match what is on file with the issuing bank, we would need the correct information for the cardholder and communication from the
cardholder validating the sale.

Thank you,
Customer Answer
Date: 03/20/2024

Complaint: 21451263

I am rejecting this response because: I spoke to Ginny from Risk and said I can't provide any further information to release funds and I have to wait. Who can I contact to provide this information?

Regards,

N***** *******
Initial Complaint
Date:03/18/2024
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.
I have been overcharged for processing fees from Nov 23 to Jan 24 for a total of $225. I have contacted this company at a minimum of six times and keep getting the run around and same answer that its still pending but never a resolution since I started this process a month and a half ago. I finally received one email a couple of days ago stating basically the same thing i receive verbally.
Business Response
Date: 03/25/2024
Thank you for the opportunity to address your concerns. Our records indicate that a member of our customer service team spoke with you directly regarding the inactivity fees mentioned in your review. Although the inactivity fees are valid Paysafe will refund $75.00 as a courtesy upon your acceptance. Upon your acceptance, please advise if the checking account on file is still open to receive the refund. If it’s has been closed, we must mail a refund check. If a check needs to be mailed, please provide your best mailing address and your preference to have the check paid to the business name on file or the authorize person name on file. We hope this bring satisfaction to this matter.

Thank you,
Paysafe
Customer Answer
Date: 03/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21446521, and find that this resolution is satisfactory to me. The checking account is still valid. Thank you

Regards,

B**** ********

Customer Answer
Date: 03/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21446521, and find that this resolution is satisfactory to me. The checking account is still valid. Thank you

Regards,

B**** ********
Initial Complaint
Date:03/15/2024
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.
I charged two transactions with Paysafe they held both for 3 weeks decided to decline despite being valid ( no complaint as a matter of fact they called to ask them to go through) then refund to angered customers and cancelled my account. Paysafe is now trying to charge me a fee for the transaction THEY cancelled for no good reason . I received zero money account was cancelled and billing ME. for valid transactions they chose to cancel . Not acceptable
Business Response
Date: 03/18/2024
Thank you for the opportunity to address your concerns. During our first batch review, we observed several inconsistencies, which included the
inability to locate the business. As allowable under the terms and conditions of the merchant processing agreement, we made a reasonable
request for documentation to support the credit card activity observed. The information provided was not validated by issuing banks as a match.
We made several unsuccessful attempts to reach the customers by phone. One customer was found to be in the state of IL, when you are located
in TX. Due to these inconsistencies and inability to validate, we offered the option to refund sales to avoid funds being held for 180 days. Fees
associated with processing are the responsibility of the merchant, and because the sales were not validated, we would not support a reimbursement
of these fees.

Thank you.
Customer Answer
Date: 03/18/2024

Complaint: 21438379

I am rejecting this response because:

Regards,

E***** *****

Business Response
Date: 03/20/2024
We understand that you are not satisfied with our response dated March 18, 2024. Please note, fees
associated with processing are the responsibility of the merchant, and because the sales were not
validated, we would not support a reimbursement of these fees.
Thank you.
Customer Answer
Date: 03/25/2024

Complaint: 21438379

I am rejecting this response because:

The charges were valid you invalidated them and held the customers money for a month . These were long term clients
They have used our services for years and the confusion was waiting a week to try to call them from a number they didn’t know and not answering ( voice mail ) when they did .

Regards,

E***** *****
Initial Complaint
Date:03/13/2024
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.
I opened an account in June 2020. I was sent equipment from POS pros, who use Paysafe. The equipment was faulty and I had to send it back to clover. I was issued new equipment with a new account. I was then told the old account was closed and deleted from my device. The following 3 and 1/2 years the below fees were charged to my account unbeknownst to me for the original account fees plus penalties for not using it. I have never had access to statements for the account ending in 8314. When I sought a refund I was declined by paysafe.

2020
June
July $2.00
August $37.90
September $37.90
October $77.85
November $77.85
December $77.85
2021
January $77.85
February $77.85
March $92.80
April $92.80
May $92.80
June $192.75
July $92.80
August $92.80
September $92.80
October $92.80
November $92.80
December $221.80
2022
Jan $92.80
Feb $122.80
March $122.80
April $122.80
May $122.80
June $222.75
July $122.80
August $122.80
September $122.80
October $122.80
November $122.80
December $251.80
2023
Jan $122.80
Feb $122.80
MAr $122.80
April $122.80
May $122.80
June $222.75
July $122.80
August $122.80
Sept $122.80
Oct $122.80
Nov $122.80
Dec $326.80
2024
Jan $197.80
Feb $197.80
March $197.80
Total:
$5,667.50
Business Response
Date: 03/22/2024
Thank you for the opportunity to address your
concerns. In review of this matter, it was found this was your merchant
account to process transactions through authorize.net. 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. We do not show receipt of a
written request for closure prior to 3/5/2024 for this account. All fees charged are valid. Although all fees are valid as a
courtesy Paysafe will refund $1,178.75 which represent month end fees charged
from September 2023 through February 2024 upon your acceptance.

Thank you,
Paysafe
Customer Answer
Date: 03/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21429144, and find that this resolution is satisfactory to me.

Regards,

C****** ******

Customer Answer
Date: 03/26/2024
Hello I've accepted the resolution offer I'm not sure how to move forward I'm getting the money from pay safe?
Initial Complaint
Date:02/26/2024
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.
This Merchant service made a chargeback while we have all the evidence that the card user was present and used his card. We have video recording of the card user that was present in our office.
Business Response
Date: 02/26/2024
Thank you for your submission. Unfortunately, we were unable to locate a matching record for you
based on the information submitted in your complaint. In the event you have additional documentation
or information that you believe would assist us in locating your Merchant Processing Account, please reply
with the information for further review. Should you have additional requestions, please contact our Customer
Service Team at ###-###-####.

Thank you,
Paysafe
Initial Complaint
Date:02/12/2024
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.
ON 12/20/23 I called paysafe to terminate my service. PaySafe sent a docusign Request to close merchant account, I filled out and returned to PAYSAFE on 12/20/23. On 12/27/24 PAYSAFE had not cancelled my account. The New Credit Card Processing company provided a cancellation form for PAYSAFE which was emailed 12:41 CST on 12/27/2023 to ****@IACCESSHELP.COM. I called at 1:23 CST on 1/2/2024 to inquire if my account was closed as I did not receive a cancellation receipt. I was told by B**** a batch was open. This should have been told to me on the call on 12/27/2023. I called again at 2:37 CST on 1/8/24, spoke with Jessica who stated that the form I sent on 12/20/23 and 12/27/23 was received she had the REQUEST TO CLOSE MERCHANT ACCOUNT SENT THROUGH DOCUSIGN FROM 12/20/2023 and NOTICE OF MERCHANT ACCOUNT CANCELLATION SENT ON 12/27/2023. Jessica stated she had forms & would process the cancellation. I still had not received a cancellation. On 2/9/2024 and noticed a charge of $172.06 on my bank account. I spoke with JOSE on 2/9/2024 who stated the name on the request was not the owners name. I am the owner, I signed and sent the email and filled out the docusign. I asked for another docusign - which would not conveniently allow me to fill in my account number. Jose sent a PDF which I filled out and emailed 22 times to [email protected]. Conversation with JOSE lasted 47 minutes and 22 seconds. Today I received a notice the cancellation request was received. At 3:11 cst I called and spoke with Claudia in Billing for 22 minutes & 13 seconds, she told me to call back in 48 hours to ask for my refund. The charge is for not being PCI COMPLIANT for the month of JANUARY. I CANCELLED THIS ACCOUNT in DECEMBER AND WOULD NOT BE COMPLIANT WITH A COMPANY I DID NOT HAVE SERVICES WITH. I WANT ALL MY MONEY BACK THIS IS A PREDATORY COMPANY WHICH SCAMS. I WANT THE ENTIRE $172.06 and I WANT PAYSAFE TO CANCEL MY ACCOUNT. SEND A CHECK AS I CANCELLED ACCESS TO MY BANK
Business Response
Date: 02/16/2024
We appreciate the opportunity to address your concerns. Our records indicate on or about December 20, 2023, we received the
closure request form. On December 28, 2023, our Account Closure team sent a notification email informing you that they were
unable to complete the closure request due to an open batch and to call technical support for assistance. Our records indicate
the batch settled on January 04, 2024, in the amount of $100.38. The total card fees of $7.47 are valid, as a courtesy, we will
issue a refund for the remaining balance of $164.59, upon the acceptance of the response.

Thank you.
Customer Answer
Date: 02/16/2024

Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID 21283333, and find that this resolution is satisfactory to me.

Regards,

R*** ********
Initial Complaint
Date:02/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a 100 euro paysafecard from the paysafe card system. Although I received it through their system, my money was withdrawn but I could not receive my pin code. The necessary documents are attached.
Business Response
Date: 02/13/2024
We
are writing in response to your complaint to the Better Business Bureau ref: 21277633 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, you are unhappy
with our system of payment to buy EPIN. You have made a purchase, but the PIN
was not delivered.

We have carefully reviewed the situation and wish to confirm that you initially
contacted us on 11 February 2024 indicating you have made an epin payment in
the amount of 100 EUR, which was deducted from your bank account, but the PIN
was not delivered. As a settlement of your complaint, you requested
the refund of the amount.
We wish to underscore, that the
issue has been caused due to a technical error and for that reason we would
like to sincerely apologise for any inconvenience caused.

As per internal procedures and in order to locate your transaction, we
contacted our distributor partner and they confirmed that your funds have been returned
back to your account on 13 February 2024.
Based on our investigation, and the
findings detailed above, we have made the decision to uphold your complaint. We
would would like to therefore apologise for any inconvenience caused because of
this matter. Paysafecard takes complaints very seriously, and we draw on the
experiences of our customers, to continually improve the products and services
we offer. We would, therefore, like to thank you for bringing this matter to
our attention.
We
hope that we have managed to bring the matter to a satisfactory end and remain
at your disposal should you have any further questions or concerns so please do
not hesitate to contact us directly on the below contact details.
Your rights – The Financial
Services and Pensions Ombudsman
If
you are not satisfied with our response, you may choose to escalate your
complaint further by submitting this message to the Financial Services and
Pensions Ombudsman as our final response to your complaint. The Ombudsman
service can be contacted directly at the following address:
Financial
Services and Pensions Ombudsman
Lincoln
House, Lincoln Place
Dublin
2
D02
VH29
Website: ****************
Email: info@*******
Telephone:
+ 353 1 567 7000
--------------------------------------------------------------------------------------------------------------------
For
more information, please review the attached complaints handling brochure.
If
you have any questions regarding our decision, or your complaint, please do n?t
hesitate to contact us by replying to this message directly.
Yours
sincerely,
paysafecard
Complaints Department

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