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 ComplaintThe 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:02/08/2024
Type: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 closed our account In August of 2023. We sent in the account closure forms as instructed. However the account info was blank. It was a docu-sign so we were only allowed to sign it. We want the total amount of these "fees" (mostly inactivity fees) refunded to my account. The amount listed in the amount billed to us for inactivity fees and administrative fees that should not have been added to the account.
Business Response
Date: 02/12/2024
We appreciate the opportunity to address your concerns. Our records indicate on or about August 09, 2023, we received an
incomplete closure form missing the business name and account number. A notification email was sent to inform you that
we require further information and/or documentation to fulfill the request. Although we did not receive the completed
closure request form, we will accept this complaint as a completed request for closure. Additionally, the company will
initiate a refund in the amount of $430.35 representing August – December 2023 fees and waive the outstanding balance
for January 2024 fees in the amount of $122.90, upon the acceptance of this response the refund check will be mailed to the
address on this complaint.
Thank you.Customer Answer
Date: 02/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21264236, and find that this resolution is satisfactory to me. I reserve the right to reopen my complaint should the check not be received (and my account credited) in the full amount stated here. In regard, to the response received, this company sent me an incomplete closure form. As stated previously, the docu-sign document did not permit me to fill in anything but my signature. Why did this company send a form without this information filled in? They already had it. They knew I was cancelling my account. It doesn't make any sense. Additionally, I never received any notice requesting additional information. I will never do business with this company again.
Regards,
C**** *******Initial Complaint
Date:01/31/2024
Type: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.
For the last three months I been calling them to collect the funds in wish I have not successful, for the last two months they have been telling that they have send a check and some other times they would said that they have not process the check and again someone else would said they send it in a diferent day and so on. These situation have has caused a lot of emotional distress and family problems and inability to pay bills and generate income to cover expenses for the business and the household.
Because of these mismanagement and deceiving tactics has resulted in partially closing of my business resulting and loses and I realize loses for couple weeks and months.Business Response
Date: 02/01/2024
Thank you for your review. Paysafe records indicate as of January 12,2024 we sent check #1****60 for total amount of $1072.35 to address **** *********** *****, BAKERSFIELD, CA 93307, United States.
This went standard US mail please allow up to 30 days from processing to delivery. If you have any further questions regarding this matter, please contact customer support at ###-###-####.
Thank You,
PaysafeInitial Complaint
Date:01/26/2024
Type: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 signed a contract with PaySafe on behalf of my business in April 2021. I know longer use their services and attempted to close the account starting the beginning of January 2024. After numerous phone calls an emails I was not able to reach an individual to discuss account details or close my account until January 26th. They customer service agent and supervisor still would not furnish me with account closing papers to be signed at my convenience.
Further, per our contract dated April 26, 2021 I agreed to a $19.95 monthly PIC non-compliance fee. There is no clause for fee escalation during the contract period of three years. However, the fee has steadily increased to the amount of $89.95 as of the November 2023 statement. 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. Being unable to reach the company to address the concerns allowing them to continue collecting fees and preventing account cancellation is criminal.Business Response
Date: 02/07/2024
We appreciate the opportunity to address your concerns. We note that the merchant account closed on or about February 01, 2024. Company records indicate that a merchant account bearing number 9*********77930 was established pursuant to a Merchant Payment Card Application and Agreement (the MPA together with the applicable Terms and Conditions, the “Agreement.” which was signed by S****** ******* on April 26,2021, and submitted to the Company on behalf of Enterprise Animal Hospital. Per the Agreement, the Merchant acknowledged that Company reserves the right, in its sole discretion, to change, amend, add, or adjust any discount rates or fees set forth herein, in accordance with Section 10.6 of this agreement. (See Terms and Conditions at Section 10.6). Accordingly, fees charged in connection with our merchant account were valid and the refund request is denied.
Thank you,
PaysafeCustomer Answer
Date: 02/07/2024
Complaint: 21204182
I am rejecting this response because: lack of response to a contract change is not an indication of consent. Further, no explanation for the failure of customer service or inability to close the account until after filing a complaint was provided.
Regards,
S****** *******Business Response
Date: 02/13/2024
Paysafe has
carefully reviewed this matter, with your signed merchant processing agreement
include acceptance of the terms and conditions the decision remain the same. As
a courtesy Paysafe will refund $104.94 listed as "other fees" on your
January 2024 merchant statement. Upon
your acceptance the refund must be mailed to the address listed, in the
business name, or the authorize principal name on file.Thank you,
Paysafe
Initial Complaint
Date:01/25/2024
Type: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 had purchased my tickets (2) to get to Atlanta Georgia with Flix bus then when I tried to purchased my tickets back from Atlanta to Richmond it won't let me then gave an option to pay through paysafe cash so I then went to one of there location that it sent me and I purchased the tickets which was 200 dollars and then I never received the confirmation number so I called and they stated that they didn't see any information and for me to send them a picture of the barcode which went away so fast I didn't have enough time to screen-shot but I then sent them the receipt (picture)and they haven't been corresponding back with me.So then I went up to 7-Eleven to see about a refund and they stated that they don't do refunds and that paysafe cash was responsible because the transaction was approved.So now I'm out of funds and had to borrow money from someone to purchase more tickets to get backBusiness Response
Date: 01/29/2024
Please be advised that your case 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.
Based on our understanding, your complaint relates to the fact that you bought a Flixbus ticket through paysafecash but you were not able to use it. As a resolution of your matter, you requested a refund of the amount you spent.
You reached out to us on 8 January 2024, stating that you had not received the Flixibus ticket and requested a refund.
After thorough investigation of the documentation, you shared with us, it was found that the paysafecash receipt you submitted pertains to barcode 7993******************06145847 confirming a successful transaction processed by FlixBus. In the event of any concerns or if you have not received the corresponding product or service, please reach out directly to FlixBus for assistance.
We kindly advise you to contact the support team of Flixbus and provide them with the transaction details.
Please find here the contact details of Flixibus: [email protected]
You can find here below all relevant details of your successful transaction:
Transaction ID: pay_*********2_sOuq2nMbuwnqUjeAEw2SNdd3JaFaoifE_USD
Web shop ID: *********2
Amount: USD 189.93
Date and time: 26-12-2023 19:30:50
We deeply regret any inconvenience you may have experienced because of this issue, and 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.
After thoroughly conducting our investigation and giving due consideration to the findings presented, we find it appropriate to partially confirm the validity of your complaint. We fully recognize and empathize with the inconvenience and frustration caused by the unfortunate circumstance of not receiving your ticket. However, it is crucial to highlight that despite this issue, the payment for the transaction was successfully processed from our side.
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. We would like to acknowledge the fact that your request could and should have been handled in a more timely manner and for that reason we would like to extend our sincere apologies for any inconvenience caused to you.
If there are any additional details or specific aspects of the situation you would like us to address, please do not hesitate to provide further information, and we will diligently work towards a comprehensive resolution. Your understanding and patience are greatly appreciated as we strive to rectify this situation promptly and effectively.
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.
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--
paysafecard.com USA, Inc.
**** **** ******** *** *****, Jacksonville FL 32256
© paysafecard.com Wertkarten GmbH. All rights reserved. The paysafecard closed loop gift card is issued by The Bancorp Bank, member FDIC. paysafecard is a registered trademark of paysafecard.com Wertkarten GmbH.Initial Complaint
Date:01/25/2024
Type: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 2 LETTERS FROM PAYSAFE GROUP REQUESTING A PAYMENT OF $41.80 I NEVER ASKED FOR THEIR SERVICE AND I NEVER SIGNED ANY AGREEMENTS WITH SUCH ENTITY.
I RECEIVED THE SECOND LETTER ON JANUARY 16, 2024.Business Response
Date: 02/16/2024
Thank you for the opportunity
to allow us to address your concerns. PaySafe is WineDirect
Payments backend processor used for the merchant account to accept credit cards. The outstanding balance in the amount of
$41.80 has been waived. We sincerely
apologize for any confusion this may have caused and we hope this response
provide satisfactory resolution to this matter.
Thank you,
PaysafeInitial Complaint
Date:01/22/2024
Type: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.
COMPLAINT FILED
1/22/24
AGAINST
WHO: Paysafe, Leaders Merchant Services
WHAT: Company charged fees totaling $152.50 on inactive account ($76.25 Nov. 2023 & $76.25 Dec. 2023)
WHEN: On Jan. 10, 2024, Customer reviewed Electronic fees incurred in Nov. & Dec. 2023
WHERE: iAccess Online
WHY: According to Paysafe/Leader Merchant Services, these fee incurred because account had no activity.
INFORMATION: See Attachment “complaint against paysafe LMS.odt” document.Business Response
Date: 01/24/2024
We appreciate the opportunity to resolve your concerns. We note that your merchant account
closed on or about January 14, 2024. Although the fees charged in connection with your merchant
account for November and December 2023 were valid, we will issue a refund in the amount of
$150.00 representing the inactivity fees upon acceptance of this response as a courtesy.
Thank you.Customer Answer
Date: 01/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21181190, and will compromise on the amount since I don't have the time to further pursue. I suggest, in the future, that Paysafe/Leaders Merchant Services be more proactive and transparent when informing their clients about fee changes and rates. Include pertinent information in SUBJECT area of emails and/or texts. Include account number in body of message, so clients know whether legit. Pay attention to email rejections that don't go through and make efforts to contact client in another way, such as phone or texting. Also, you may wish to examine your contracts with clients, in the future.
Regards,
M******* *****Initial Complaint
Date:01/16/2024
Type: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.
e used paysafe credit card payment processing service account # 9*********15531 for almost 2 years. The service fee were ridiculous so is every month PCI compliance requirement. We’ve decided to cancel the account on February 24, 2023 and filled the cancellation form online with a completed status. The credit card terminal was disconnect and never used since. At the end of December 2023 a checking account which was attached to paysafe was audited and was discovered that paysafe made monthly unauthorized withdrawals since March 2023. The total unauthorized amount is $993.57. The merchant was contacted several times and replied as the account cancellation was not completed and no refund. We had to redo the account cancellation on December 22, 2023 with a competed confirmation again. As of January 2023 paysafe refused to backdate and refund $993.57.Business Response
Date: 01/19/2024
Thank you for the opportunity to address your concerns.
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. The signed closure request form received on
2/24/2023 was not signed by the authorized person on file. Paysafe replied on 2/24/2023 "Dear
Valued Customer,
Your request has been
received; however, we require further information and/or documentation to
fulfill this request. Please provide us with the following items by responding
to this ticket.
If the requested
information is not received within 5 business days, this ticket will be closed,
and you will need to submit a new request. Thank you for your business.
M*** ******* is not
an authorized signor, please reattach the form to this email with the
authorized principal's signature and name, so we may process your request as
soon as possible. We have listed ARINA MAKAROV as the principal of the account".Paysafe did not receive the corrected closure form signed by the authorized person on file until 12/22/2023. The closure form was processed, and the
account was closed 12/26/2023. According to the signed merchant processing agreement
all fees charged are valid. However, as
a courtesy we will refund $332.75 which represent the month end fees charged
10/2023 through 12/2023 upon your acceptance.
Thank you.Paysafe
Customer Answer
Date: 01/22/2024
Complaint: 21137869
I am rejecting this response because:
I am writing to express my deep concern and frustration regarding the lack of communication and transparency regarding our account.
Despite my diligent efforts to monitor emails, including spam folders, I have never received any correspondence for MED Lab Services. This includes crucial information such as monthly payment confirmations, account statements, and notifications of any changes or charges to our debit account.
Moreover, I am perplexed by the inconsistency in the monthly payments deducted from our account. If, hypothetically, our account has not been closed, I would appreciate clarification on the formula used to calculate these varying amounts each month. The absence of checks and notifications for monthly subscription fees is particularly alarming.
In December, we noticed three unauthorized charges, further adding to the confusion. I seek a detailed explanation of how this payment system operates and why such changes occurred without any prior notification or documentation.
I kindly request immediate attention to this matter, as the lack of communication and transparency raises serious concerns about the integrity of our account with MED Lab Services. I expect a prompt response to address these issues and provide a clear understanding of the payment procedures in place.
Thank you for your prompt attention to this matter.
We’re ready to go through litigation.
Sincerely,
M*** *******Business Response
Date: 01/31/2024
While we are sympathetic to M*** ******* situation, our position remains the same as stipulated in our original response to the complaint. Paysafe has at all times acted in good faith and in accordance with the terms and conditions set forth in the Agreement signed and accepted by Arina Makarov.
Closure form was not by principal owner therefore, closure request was not valid from February 2023, as set forth per Agreement.
Thank you,
Paysafe
Customer Answer
Date: 02/07/2024
Complaint: 21137869
We will accept goodwill payment of $ 332.75.
Regards,
M*** *******Business Response
Date: 02/13/2024
It was a
pleasure speaking with you on February 12,2024.
As advised the refund in the amount of $332.75 must be mailed, the
refund has been submitted please note it can take up to 30 days for processing to
delivery.Thank you,
Paysafe
Initial Complaint
Date:01/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have two merchant account with Paysafe Merchant Services. This company raised my prices without any notification. Customer Services has been very difficult to speak to as they never try to provide a solution and they keep giving me the run around and never provide a answer. It is very challenging to speak to anyone and have them address my concerns and questions. The representatives never can provide any assistance nor do they ever provide a representative # to identify who you speak with. They are sneaky about raising their rates without any notification.Business Response
Date: 01/12/2024
Thank you for the opportunity to address your concerns. Our records indicate that a member of our
Customer Relations team has addressed the issues described in your complaint. Please note the fee
increase notification is listed on both August and September 2023 statements under Important information
about your account, it includes a list of fees that will be increased and a 30-day acceptance of the term.
Please review your merchant statements carefully to make certain you are aware of any changes.We apologize for any inconvenience.
Thank you.Initial Complaint
Date:01/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have opened my Paysafe account on 12/22. I took my first credit card payment for $325. I realized that I missed a digit on my bank account information given during the signup process. There are 3 different merchant accounts that I have to sign into. Paysafe, I-access and Authorize.net. I have gotten the run around since Dec 23. Today a nice rep was able to help me get all of this updated. her name is Anabel. I spoke with a supposed manager named Joseph Marzouk who told me to apply for the 2nd merchants which I did while on the phone with him. After my bank account was finally updated. My second merchant application was denied. I did not want to apply for one this person had me sign up for one. What kind of service is this? Not only to solve my problem in the most unprofessional manner. Because I need to update my account I was put on a (merchant termination list) I have never used a merchants account before. So this makes no sense. Before we would accept payments from our customers through ACH on 30 day terms. I signed up for this to get payments faster.Business Response
Date: 01/12/2024
Thank you for the opportunity to address your concerns. Our records indicate that a merchant account was
established on behalf of Zide Drivers LLC, pursuant to an MPA thereto, signed on December 22, 2023, and
closed on January 08, 2024, by our Underwriting team due to TMF (Terminated Merchant File). The total
transactional history shows $325.01 minus the processing fees of $22.56. We will issue the deposit in the
amount of $302.45 via a check. Please note, the check will be mailed to the address provided to our
Customer Service team.
Thank you.Customer Answer
Date: 01/13/2024
Complaint: 21106002
I am rejecting this response because:I was told after verifying my banking information that my balance would be sent via ACH. This was from Christian Salas. You guys have given me the runaround. Then you terminated my account by putting me on a (terminate list) because I wanted to update my banking information that was missing 1 digit. Now you are telling me a check. I will continue to complain to all said bureau's this is not a way to do business. I am lucky I did not process a larger payment as I would have been screwed dealing with this company. I want my name taken off of this termination list. I will also be filing a police report on this matter. I have done so relating my account be hacked at my banks and this will be added to it. Take my name off of whatever list you have. Period.
Regards,Business Response
Date: 01/17/2024
We appreciate the opportunity to address your concerns. Since you first applied on December 12, 2023, there was only a match inquiry, and the application was approved. When the second application was completed on or about January 05, 2024, our report indicated you were placed on a TMF list (Terminated Merchant file) which is against our bank and Mastercard policy and caused the decline of the second application and closure of your merchant processing account. Please note, Paysafe did not place you on the TMF list. The rate and fees can be found in the signed Merchant Processing Application. The processing fees charged for the transaction processed in the amount of $325.01 were charged as follows $12.56 in rate and authorization fees, as well as a $10.00 monthly service fee. If you have any additional questions about the fees, please contact our Customer Service team and request a copy of the December 2023 statement.
Thank you.Customer Answer
Date: 01/17/2024
Complaint: 21106002
I am rejecting this response because: How can I get charged for a monthly statement when I did not even have this service for 1 full week?
Regards,
A*** *****Initial Complaint
Date:01/03/2024
Type: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 canceled my account with PaySafe and sent them our equipment back in July of 2022. They told me that once I sent the equipment in it would be fully closed and there was nothing else I needed to do. They revieved the equipment and we got a new account with another pay merchant. They continued charging our bank account for a year after. My bank account was hacked and I needed to open new business account and transfer all my accounts to the new one and when they tried charging our old account it bounced back. I contacted them in August of 2023 and that’s when I realized that even thought they told me it was canceled and they received our equipment we were still being charged because we didn’t fill out a paper or something that I didn’t even know about. They put in a claim to refund me and then when they told me they weren’t refunding me I told them they needed to waive my last payment. I just found out today they sent it to a collection agency who is trying to charge me 3 times what the payment even was. I was on the phone with Raquel from PaySafe today who could not keep a straight story and kept changing things and acted like she was purposely not understanding what I was telling her. Nobody has been helpful in that company ever which is why we decided to change in the first place. They have stolen thousands of dollars from us knowing that we canceled our account and sent our equipment back to them. I’m going to be speaking to a lawyer about this. It seems they get away with doing this to people intentionally.Business Response
Date: 01/12/2024
Thank you for the opportunity to address your concerns. 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. Our records indicate you contacted Paysafe on or around February 2,2023 requesting return shipping label and August 17,2023 with inquiries regarding the PCI questionnaire. Our records show we did not receive a written request for closure for the following merchant accounts DBA: Sinnerg Tattoos and Sinnerg Tattoos and Dark Art. The dates described in your complaint are after the closure date of July 2022 mentioned in your review. Please note both accounts were closed August 21,2023 by our collections department. Although fees charged in connection with your merchant accounts are valid, we will submit a request to waive the outstanding month end fees for June 2023 and July 2023 on both accounts as a courtesy.
Thank you,
Paysafe
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