Complaints

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:05/26/2025

  Type:Product 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 former employee of a cruise line whose payroll was handled by Brightwell. After I left the company in 2021, I learned that I still had a balance of approximately $300 on my Brightwell card. I contacted Brightwell on April 19, 2025, requesting to recover my funds or receive a replacement card.Over the course of more than a month, Brightwell has continuously delayed action, assigning me different support agents and repeatedly asking for documents I had already provided. Initially, they stated they could not send a card to ******* due to restrictions. I then provided an alternate solution: to send the card to my mothers address in *****. I submitted her valid government-issued ID with her address clearly visible.On May 5, 2025, a representative confirmed via email that Brightwell could send the card to *****. Since then, however, they have failed to follow through offering only vague responses like were still working on it, and changing the support representative multiple times. It has now been over a month since my first request, and I am still without access to my own funds.This constant runaround and stalling feels intentional and unacceptable. I am not requesting anything beyond access to my rightful balance money I earned through honest work. I have complied with all their requests, and yet Brightwell refuses to take concrete action.I am requesting that Brightwell immediately issue and deliver the promised replacement card to the address in ***** I provided, or offer another effective solution to access my funds.

  

  Business Response

  Date: 05/27/2025

  Dear *********,
   
  We apologize for the inconvenience you are experiencing with your account. We take these matters seriously and strive to provide seamless service to our valued customers.
   
  We were able to follow your communication with ******************** team; this will enable us to investigate thoroughly and take the necessary steps to ensure it is resolved to your satisfaction. Rest assured; we are committed to addressing all your concerns as soon as possible.
   
  Thank you for bringing this to our attention, and we appreciate your patience as we work towards a resolution.
   
  Sincerely,
  
  Brightwell

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23377472
  
  I am rejecting this response because:

  It lacks any specific information, actionable steps, or a clear timeline for resolution. My original request for a replacement card was submitted on April 19, 2025, and on May 5, I received written confirmation from Brightwells representative that the card could be shipped to my mothers address in ******
  I have submitted all required documents as requested, including valid ID showing the Italian address. I am also attaching screenshots that clearly show the following:
  1. My direct question to Brightwell asking if they can send the card to *****,
  2. Their confirmation that they can,
  3. My submission of the requested ID/Their acknowledgment of receiving it.
  Despite this, for over a month I have received only repetitive and vague messages from different support agents, with no action taken. I still have no access to my legally owned funds, and this delay has caused unnecessary stress and inconvenience.
  I do not consider this issue resolved, and I expect a concrete resolution including confirmation of card shipment.
  
  Sincerely,
  
  ********* Shevelov

  

  Business Response

  Date: 05/29/2025

  Dear *********,
   
  Thank you for contacting us again. We take these matters seriously and strive to provide seamless service to our valued customers.
   
  We were able to follow your communication with ******************** team; this will enable us to investigate thoroughly and take the necessary steps to ensure it is resolved to your satisfaction.

  The Customer Support Manager has contacted you today and set up a call for tomorrow to provide you with temporary access and assist you with transferring the funds.
   
  Thank you for bringing this to our attention, and we appreciate your patience as we work towards a resolution.
   
  Sincerely,
  
  Brightwell. 

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I would like to confirm that my issue with Brightwell Payments has been successfully resolved. After a prolonged period of delays and repetitive responses, I finally received assistance following the escalation through your platform.
  Brightwell has now granted me temporary access to my account, and I was able to transfer my funds successfully. I also appreciate the goodwill gesture from their team.
  Thank you for your support in helping bring this to a conclusion.
  
  Sincerely,
  
  ********* Shevelov

• Initial Complaint

  Date:04/29/2025

  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 have never once authorized a payment or set up a subscription in ANY way with this company. Yet they have charged my credit card $89 every month for the past four months.

  

  Business Response

  Date: 05/05/2025

  Dear ******
   
  We apologize for the inconvenience you are experiencing with these charges. We take these matters seriously and strive to provide seamless service to our valued customers.
   
  We are a payroll card company; I was not able to locate an account in your name. Could you kindly provide more information, since we do not manage or set up any subscriptions, only our cardholders can do it.

  Thank you for bringing this to our attention, and we appreciate your patience as we work towards a resolution.
   
  Sincerely,
  
  Brightwell. 

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Product 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 27th of January,2025. I have transferred $150,00 Dlls va OnDemand - as a test - from my Brightwell account ( Ref Number *********** ) to my ************** in *****, contacting the support team a week later...I was informed that my money had been withheld because a " wrong format name "..but, my Bank details are correct. !! after going back and forth with documents, personal information, etc. and without any progress, on February 26, 2025 I asked, as please: to Refund the $150.00 Dlls to my personal Brightwell account, It is today 17/04/2025 and, I have Not received my money back, still.Kindly assist, please....

  

  Business Response

  Date: 04/17/2025

  Dear Volivar
   
  We apologize for the inconvenience you are experiencing with your transaction. We take these matters seriously and strive to provide seamless service to our valued customers.
   
  We were able to follow your communication with ******************** team; this will enable us to investigate thoroughly and take the necessary steps to ensure it is resolved to your satisfaction. Rest assured; we are committed to addressing all your concerns as soon as possible.
   
  Thank you for bringing this to our attention, and we appreciate your patience as we work towards a resolution.
   
  Sincerely,
  
  Brightwell. 

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Volivar ******* De La O

• Initial Complaint

  Date:01/28/2025

  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 have transferred $9000 USD from by Brightwell account to my Isle of Man account (who will receive the money in USD) via Demand on Transfer on the 24th of January 2024. I have done multiple transactions via demand on transfer (on Brightwell account) of this amount to my isle of man account previously and it generally takes one business day for the transaction to be processed and reflect in my isle of man account in USD. It is today the 28th of January 2025 and I have not yet received the money in my *********** account (in USD). Customer support has been absolutely pathetic and are not helpful in assisting me. The $9000 has been deducted from my Brightwell account but I have received no money in my isle of man account. This is absolute thievery and incompetence on Brightwell's part. I have not yet heard any correspondence from the Tier 2 team that my request was allocated to. I require this issue to be resolved emergently as I am unable to pay for certain bills as my Isle of man account has not yet been credited with the stipulated funds. my confirmation number of the transaction is: ******** Disbursement ID for the transaction is: ******** Ticket number logged on support on the Brightwell app is ******* Kindly assist urgently.

  

  Business Response

  Date: 01/29/2025

  Dear Naseera,
   
  We apologize for the inconvenience you are experiencing with your transaction.We take these matters seriously and strive to provide seamless service to our valued customers.
   
  We were able to follow your communication with ******************** team, this will enable us to investigate thoroughly and take the necessary steps to ensure it is resolved to your satisfaction. Rest assured; we are committed to addressing all your concerns as soon as possible.
   
  Thank you for bringing this to our attention, and we appreciate your patience as we work towards a resolution.
   
  Sincerely,
  
  Brightwell. 

• Initial Complaint

  Date:07/24/2024

  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 have been trying to have a decent account with ******************** for a month now, and every time they fix one problem, another one appears. Nothing works properly with the account they gave me, and now they simply stopped responding to me. I'm trying to send money to my accounts in ****** and the ***, but the Brightwell card and account don't work. ********* services don't work with this account, Amazon doesn't work with this account, ATMs don't work with this account, and some card machines reject this account. Why do I have an account with ******************** if I can't use my money there?Terrible, and I mean terrible, experience with this bank that has been giving me sleepless nights and making my life a living h*** because I have bills to pay, and now they're all overdue thanks to your incompetence in fixing the account. I'm very upset and furious with you, and I wouldn't recommend this bank even to my enemies. Please fix this.

  

  Business Response

  Date: 07/26/2024

  Dear ******

  We apologize for the inconvenience you are experiencing with your account. We take these matters seriously and strive to provide seamless service to our valued customers.

  We were able to follow your communication with ******************** team, this will enable us to investigate thoroughly and take the necessary steps to ensure it is resolved to your satisfaction. Rest assured, we are committed to addressing all your concerns and restoring the functionality of your account as soon as possible.

  Thank you for bringing this to our attention, and we appreciate your patience as we work towards a resolution.
  

  Sincerely,
  
  Brightwell 

• Initial Complaint

  Date:02/19/2024

  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 transferred to my bank account 4,500$ on the 19th of January 2024 (1 month ago), and the money got lost? So after contacting the receiving bank, I found out that the transfer was done to an incorrect BIC code, but the funny thing is that the bank details I saved in Brightwell were correct though there were several previous transfers that worked with no problems. I contacted support and they are completely useless, taking days to respond we are going to move your case to this other department, you will have an answer in 1-3 business days, then the answer is we are working on it. Because of this, i couldnt pay my rent and my bills this month, nobody from the company offered a solution or took responsibility of this. Ive been trying to somehow get some money to my bank account and *** managed to transfer some somehow, but after 2 successful transfers, there is another one missing. The total money lost by Brightwell adds up to 5,100$. This bank together with the customer service is a real joke, an insult and a fraudulent corporation. Where is my money Brightwell???

  

  Business Response

  Date: 02/20/2024

  Dear ******,

  We sincerely apologize for the inconvenience you have experienced with the transfer you attempted to process through our remittance services. We understand the frustration this situation may have caused, and we are committed to resolving this issue promptly.
  
  Our team has contacted our remittance partner and investigated the matter thoroughly and worked towards finding a suitable solution. We value your business and provide you with the best possible service.  Thank you for bringing this matter to our attention, and we appreciate your patience as we work to address it.

  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  
  Brightwell Payments.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21312840
  
  I am rejecting this response because:
  

  It has been the same response for a month, and it happened again with another transfer of 600$; now there are 5100$ lost in transactions and I need them in my account ASAP.

  Im not receiving any useful answers saying when will it be sorted or any other guaranteed aspect.

  There is nothing the receiving bank can do because the money was sent to a wrong BIC/SWIFT code; and Im still waiting for an explanation

  These are my details:

  US Dollar account
  
  Beneficiary
  ***********************
  
  IBAN
  ***************************
  
  BIC / SWIFT code
  REVOGB21
  
  Bank Name and Address
  Revolut Ltd 
  ***************************************************************************************
  
  Correspondent BIC
  CHASGB2L

   

  If you cant give me an explanation for the error occurred, then please tell me when will the money arrive. Any other answer based on useless repeated apologies and gratitude for my patience is not accepted though Ive been getting that for more than a month now, with no solutions or progress. Still struggling to pay my rent and bills because of this, Im not patient anymore, ** struggling, but also upset and very disappointed. Im looking forward to getting this sorted and never come back to such an awful bank; but mainly hoping this happens quickly and lawyers dont have to get involved.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/23/2024

  Dear ******

  We apologize for any inconvenience this may have caused. We understand your concern about the delay in processing your transaction refund even though it has already been credited to your account.

  We value your business and provide you with the best possible service. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,

  Brightwell Payments

  Customer Answer

  Date: 02/25/2024

   
  Complaint: 21312840
  
  I am rejecting this response because:
  

  The money has been sent back to my account but the problem here is that i wanted it in my ** bank, thats why I tried to transfer it.

  The problem here is that can only do 500$ transfers because Im afraid of Brightwell losing the money; and even though Im trying to move all my money out in little transfers, Ive already lost 1100 since last week. 
  

  The money keeps getting lost?! This is a real headache, and I believe there is something very fraudulent about it because when I try to access the bank details saved in the app there is an unknown error and I cant see where the money is going, as well as not being able to save another bank accounts details.

   

  Where is the money this time? And why is this still being a nightmare?

  Im glad to know that at least this platform works better than the customer service.

   

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/04/2024

  Dear ******

  We apologize for any inconvenience this may have caused. However, our **************** team is resolving the issue with your other transactions, and they have communicated with you on this regard.
  
  We value your business and provide you with the best possible service. If you have any further questions or concerns, please do not hesitate to contact our **************** team.
  
  Sincerely,
  Brightwell Payments

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21312840
  
  I am rejecting this response because:

   

  Its not to do with the fact that they are dealing with it, its more to do with the fact that it keeps happening every time I try to transfer the money.

  It doesnt make sense that all the transfers I did before the 19th of *** arrived perfectly and now the money always gets lost.

  This is a total nightmare, the only thing I want is all my funds transferred to my actual bank account and say bye bye Brightwell.

  Is it so hard to do?

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/07/2024

  Dear ******

  We apologize for the time you must wait until the funds are returned to your account. However, our **************** team is resolving the issue with your other transactions, and they have communicated with you in this regard and with our remittance partner. We appreciate your patience.
  
  We value your business and provide you with the best possible service. If you have any further questions or concerns, please do not hesitate to contact our **************** team.
  
  Sincerely,
  Brightwell Payments

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21312840
  
  I am rejecting this response because:

  Brightwell always uses the same lie, we are working on it 

  Its not right, I have to keep sending messages to the customer service to move things forward and not even like that because when the money is returned then the problem is still there and it happens again and again. 
  

  I cant transfer the money from Brightwell to my bank account!

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/21/2024

  Dear ******

  We apologize for the time you must wait until the funds are returned to your account. However, our **************** team is resolving the issue with your other two transactions, and they have communicated with you in this regard and with our remittance partner. The status of the remaining two transfers in question are being recalled by our remittance partner. We are waiting for funds to come back to credit them back to your account. Also, our **************** manager is working with you directly to determine the correct payment information needed to make future transfers successful and to assist you in updating the account information. We appreciate your patience.
  
  We value your business and provide you with the best possible service. If you have any further questions or concerns, please do not hesitate to contact our **************** team.
  
  Sincerely,
  Brightwell Payments

  Customer Answer

  Date: 05/10/2024

  Transfers keep getting lost, all the time. Ive been now 2 months trying to get back those 600$ that never seem to be coming back. The customer service is awful, they dont reply in ages and when they do its just to say were working on it, but the reality is that your money is lost and nobody seems to know where or why. Other banks say that these anomalies are unique to this bank though it is very unusual to give the bank details of the account you want to send money to and then having the bank changing the sort code mysteriously. Please I need helo with this situation, this nightmare doesnt seem to end. And Brightwell is surely worth investigating there are strange scammy things going on. Thanks

  

  Business Response

  Date: 05/28/2024

  Dear ******

  We apologize for the time you waited for the refund of your transactions. Our **************** team has confirmed that all transactions in question were credited to your account, last credit was given on 4/19/2023 and nothing is pending.
  
  We value your business and provide you with the best possible service. If you have any further questions or concerns, please do not hesitate to contact our **************** team.
  
  Sincerely,
  Brightwell Payments

• Initial Complaint

  Date:02/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Brightwell Support team on 29/12/23 about my expired card. The communication have been poor and time frames never followed. As a result of there "help" I am 3000$ less on my account and no answers have been given to me were is the money.

  

  Business Response

  Date: 02/09/2024

  Dear *****

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused by the poor communication regarding the expiration of your card. We understand the importance of clear and timely communication, especially when it comes to matters that directly affect our customer.

  Rest assured, we take your feedback seriously, and we are actively working to address the issue and improve our customer service processes. We value your business and want to ensure that your experience with our company is nothing short of exceptional.
  

  To rectify the situation, we have taken the necessary steps to ensure that our customer service team is well-informed and equipped to provide accurate and prompt information regarding card expiration. Additionally, we are implementing measures to enhance our communication channels to better serve you and all our valued customers.
  

  Once again, we apologize for any frustrations or inconvenience caused, and we appreciate your understanding and patience. If you have any further concerns or questions, please do not hesitate to reach out to our customer service team, who will be more than happy to assist you.
  

  Thank you for bringing this matter to our attention, as it allows us the opportunity to improve and provide you with the level of service you deserve.
  
  Best regards,
  
  Brightwell Payments Inc.

• Initial Complaint

  Date:12/21/2023

  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 have a Brightwell card which I have been using while Im in Mxico without problems for the last month, but since monday every time I try to use it it says REJECTED. I have founds, but I cant use it. Also, I found one of the times I used it on a supermarket, while it said rejected, now I see there's a charge for 5 dollars in my account I've been trying to solve this with costumer service for the past 4 days but they keep saying they are working on it and I dont get any solutions I am very worried since is the only card I have at the moment and I have a significant amount of money there

  

  Business Response

  Date: 01/02/2024

  Dear ********

  Thank you for reaching out to us regarding the dispute charges and declined transactions you have experienced. We understand how frustrating this situation can be, and we apologize for any inconvenience it may have caused.

  In the meantime, we recommend checking your account statement to ensure that there are no unauthorized charges. If you identify any discrepancies, please let us know immediately so we can take appropriate action.

  Rest assured, our dedicated team is committed to resolving this issue and ensuring your satisfaction. We will review your case promptly and keep you updated on the progress.

  If you have any additional questions or concerns, please do not hesitate to contact our customer support team. We are here to assist you every step of the way.

  Thank you for your patience and understanding.

  Best Regards,

  Brightwell Payments

   

• Initial Complaint

  Date:12/20/2023

  Type:Product 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.

  Made a transaction of ****usd on the 6th of December from my brightwell account to my capitec bank account, still have not received the funds and contacted brightwell support about the issue, to which I was told that the matter would be dealt with by another team and it would take a 1 to 3 business days before they get back to me.Now after 3 business days I still haven't heard back from anyone at Brightwell and my emails to brightwell support are being ignored.

  

  Business Response

  Date: 12/21/2023

  Dear ******

  Thank you for reaching out to us regarding the issue with your funds not being deposited into your account. We understand the importance of this matter and assure that we are actively investigating the situation to determine what happened and working towards a solution.

  We apologize for any inconvenience this may have causes you and want to assure you that we take this matter seriously. Our team is diligently looking into this matter, analyzing the situation details, and working with the relevant parties to identify the root cause.

  Rest assured; we are committed to resolving this issue as quickly as possible. We understand the impact it can have on your financial well-being, and we are doing anything within our power to rectify the situation promptly.

  In the meantime, we kindly request your patience and understanding. We will keep you updated on the progress of our investigation and provide you with a comprehensive explanation once we have identified the cause and found a solution.

  If you have any further questions or concerns, please do not hesitate to contact our customer support team. We are here to assist you and we will do everything we can to ensure a satisfactory resolution.

  
  Thank you for your understanding and cooperation,

  
  Sincerely,
  Brightwell

  Customer Answer

  Date: 12/21/2023

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

• Initial Complaint

  Date:12/16/2023

  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.

  On December 1st I received my salary from my employer (I work as ship's crew like most on here with issues). My Brightwell is set up on DirectPay to send my salary directly to my Revolut account as soon as it enter the Brightwell account. ******************** sent the payment at 21:14pm in the evening (on a friday), I wonder what time it was received in to the Brightwell account from my employer? This payment then surpassed all timeframes for IBAN, ACH, SWIFT transfers. It took 12 days to finally reach my Revolut account. I lodged a request for support on December 4th and was told it would be escalated to a 'tier 2' team for investigation, with an expected timeframe for reply of 1-3 business days. I did not receive a reply from Brightwell, despite sending them 5 more subsequent messages, until December 14th... after I had received the payment.The only reason I received the payment was due to the fact my employer had resent it.I would love to know how much interest Brightwell made by holding on to my (and my fellow colleagues) money in that time? I also lost value due to currency fluctuations USDGBP. Will you be reimbursing me this money + the interest you made?This is an absolutely abhorrent company with little to no care for the people it serves. I believe the do this because they are hired by our employers and not ourselves. I would never in a million years choose to use this company and never again will i work for somebody that does. When i finally received a response stating that they will send me a SWIFT confirmation, this was after the issue had been resolved externally, and with the email I was given no explanation as to what I was looking at, just numbers and text, which clearly i do not understand.Brightwell should cease to exist or be investigated and placed under special measures by a financial ombudsman.

  

  Business Response

  Date: 12/27/2023

  Dear ****

  Thank you for bringing your concerns to our attention. We understand the frustration that can arise from delays and discrepancies in financial transactions, and we apologize for any inconvenience caused.

  We have thoroughly reviewed your case and are actively working to resolve the issue.  Our team is currently investigating the credit discrepancy related to the exchange rate difference. Rest assured; we are committed to rectifying the situation as quickly as possible.

  In the meantime, we would like to offer our sincerest apologies for the inconvenience you have experienced. To demonstrate our commitment to your satisfaction, we will provide you with updates on the progress of our investigation. 

  If you have any further questions or concerns, please do not hesitate to reach out to our dedicated customer support team. We are here to assist you and will do everything in our power to resolve this matter to your satisfaction.

  Thank you for your patience and understanding.

  Sincerely,
  

  Brightwell Payments