Business Profile
Payment Processing Services
Paysend US LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 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:04/12/2024
Type:Product IssuesStatus: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.
It's a fraudulent company, do not trust them. They take your money but do not transfer the funds, and they just hold onto the money. When you call them, they will claim to have transferred the funds, but in reality, the receiving bank has not received anything. When you contact the receiving bank, they will clearly state that they have never received any funds."Customer Answer
Date: 04/12/2024
this event happened today that is 04/12/2024 and i want my money to be delivered not it self and i need compensatition for fooling me and not proceasing the payment on time.Business Response
Date: 04/25/2024
[4/25/2024]
*************************
924 *************, Apt 4
**********, *******; 60173
RE : ************************* -Ref No. 21568903
Dear *************************,
On April 12th, 2024, Paysend received notice regarding the above-referenced complaint you filed with the Better Business Bureau (BBB). The Paysend money remittance service is provided by Paysend US LLC. Based on the complaint documentation, you stated the following:
Paysend did not transfer the funds and that Paysend held onto money collected. In addition, when you called Paysend they claimed to have transferred the funds, however the receiving bank had not received the money from Paysend.
Your desired resolution is for monetary compensation to be issued and for the delivery of transferred funds to be credited to the recipients account. We have reviewed your account history during the time in question. Key findings are summarized below.
On April 12th, 2024, you initiated Transaction *********** to a recipient located in *****. On the same day you contacted Paysend to inform us that the funds were not received by the recipient's bank.
On April 12th, 2024, during your chat with Paysends support specialist, the support specialist explained that the transfer was being processed. Paysends support specialist provided you with information on anticipated delivery timeframes which allows the recipients bank the right to process incoming transfers for up to 3 business days. The support specialist stated it may take until April 17th, 2024, for the recipient to receive the funds.
On April 14, 2024, your concern was escalated to Paysends customer service manager for additional assistance. The customer service manager responded with an update to your transaction and advised that the transaction was still pending, due to the receiving bank.
On April 15th, 2024, the transfer was moved into the final successful status and was delivered within the expected delivery timeframe. Additional information on delivery times and information can be found on our website:
***********************************************************************************
As the transaction was processed successfully and delivered within the expected timeframes, Paysend respectfully disagrees that any compensation is warranted.
Paysend sincerely apologizes for the frustration and inconvenience this matter may have caused you. We trust the information provided satisfies the inquiry and demonstrates Paysend thoroughly investigated the complaint.
Kind regards,
Private Client Team
PaySend - Global Money TransfersCustomer Answer
Date: 04/25/2024
Complaint: 21568903
I am rejecting this response because: fraud company when you transfer the money it says with in few minutes and nver says 3 days. And they where claiming that they have sent the funds and receiving bank is not crediting it to the customer so its all the false claim and fraud company.
Regards,
*************************Business Response
Date: 05/07/2024
[05/07/2024]
*************************
924 *************, Apt 4
**********, *******; 60173
RE : ************************* -Ref No. 21568903
Dear *************************,
On April 25, 2024, Paysend received notice regarding the above-referenced complaint you filed with the Better Business Bureau (BBB), that you rejected the previous response. The Paysend money remittance service is provided by Paysend US LLC. Based on the complaint documentation, you stated the following:
That the funds were to be transferred in a few minutes and was never provided communication that it would take 3 days. In addition, Paysend stated they sent the funds, and the receiving bank is not crediting the funds to the recipients account.
We have reviewed your account history during the time in question. Key findings are summarized below.
We responded to your initial complaint with the BBB on 04/25/2024.
On April 28th, 2024, Paysend customer service specialist provided you with information on Transaction *********** which reiterated the previous BBB response that receiving institutions reserve the right to verify incoming transactions for up to 3 business days; this period doesn't include the transfer day, weekends (Saturday and Sunday) and public holidays. In your specific case, the first business day was April 15, and the third business day was April 17.
Please also note that you can see the information about the standard timeframe on our website and in your account while choosing the delivery option and on the confirmation page by clicking the i icon in the Should arrive / Delivery speed line.
On April 15, 2024, your transaction was successfully completed. The funds should have been credited to the recipient within the next 3 business days, depending on the processing times of their bank. The transaction was completed within the standard 3-business day timeframe. If the funds have not arrived at the recipients account please contact our customer support team via online chat or at *****************************.
Paysend sincerely apologizes for the frustration and inconvenience this matter may have caused you. We trust the information provided satisfies the inquiry and demonstrates Paysend thoroughly investigated the complaint.
Kind regards,
Private Client Team
PaySend - Global Money TransfersCustomer Answer
Date: 05/07/2024
Complaint: 21568903
I am rejecting this response because:thats totally fraud i have worked for 7 years in the indian bank remittances department, if money is transfered to the bank they dont even take a 1 sec to transfer but when money is not recieved they cant do any thing, so thats paysend who was holding money and telling that receiving bank is taking time and even i have checked with the bank 8 time and they have ine answer that money received directly goes to recivers account. ******************** ia fraud. And lier and even they dont have any proof that they sended the money same day to the bank in ******
Regards,
*************************Business Response
Date: 05/20/2024
[5/20/2024]
*************************
924 *************, Apt 4
**********,*******; 60173
RE : ************************* -Ref No. 21568903
Dear *************************,
On May 7th, 2024, Paysend received notice regarding the above-referenced complaint you filed with the Better Business Bureau (BBB), that you rejected the previous response. The Paysend money remittance service is provided by Paysend US LLC.Based on the complaint documentation, you stated the following:
On May 7th, 2024, you stated the following reasons for rejecting Paysends response to our previous reply because you have worked in the *********** remittance department for 7 years and stated that if money is transferred to the bank, they dont even take 1 sec to transfer; however, when money is not received, they cant do anything. Thus, Paysend was who held funds and was advising you that receiving bank is taking time and even after checking with the bank 8 times with no record of the bank receiving the money as they have advised that money transferred are credited directly to the receivers account. Lastly, you stated that Paysend is a fraud and liar with no proof that funds was sent on same day of transfer to the bank in *****.
We have reviewed your account history during the time in question. Key findings are summarized below.
On April 15, 2024, your transaction was successfully completed. The funds should have been credited to the recipient, as the transaction was completed within the standard 3-business day timeframe. If the funds have not arrived at the recipients account, please contact our customer support team via online chat or at *****************************.
On April 28th, 2024, Paysend customer services specialist provided you with information on Transaction *********** which reiterated the previous BBB response that receiving institutions reserve the right to verify incoming transactions for up to 3 business days; this period doesn't include the transfer day (in this case Friday, April 12th), weekends (Saturday and Sunday) and public holidays. In your specific case, the first business day was Monday, April 15, and the third business day was Wednesday, April 17.
We responded to your initial complaint with the BBB on April 25, 2024, and an additional response on May 7, 2024, reiterating the information above, we consider this matter resolved.
Paysend sincerely apologizes for the frustration and inconvenience this matter may have caused you. We trust the information provided satisfies the inquiry and demonstrates Paysend thoroughly investigated the complaint.
Kind regards,
Private Client Team
PaySend - Global Money TransfersCustomer Answer
Date: 05/21/2024
Complaint: 21568903
I am rejecting this response because:totally baseless allegations when i have contacted customer service they told me money has been sent to recieving bank and it on them when to deposit and it takes upto 3 days, but as i told funds where never transfered on the same day they where holding the funds for 3 days and then transfered it on Monday. So stop fooling you might fool who doesnt know banking. I know banking in and out.
Regards,
*************************
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