Wepay, Inc.

Hi there,I'm sorry to hear about all of this.I was looking over your support ticket and it looks like *** was able to get everything resolved for youIf you're still having issues with your WePay account, please reply to the support ticket that you have open and a Customer Delight team
member will assist you.Regards,WePay Customer Delight

Hi there,
I hope you're well
I'm terribly sorry about the trouble this incident has causedIt looks like the payments you inquired about failed before you submitted your reply to usPlease note that WePay does not have a method to reinstate failed transactions.
I can see that your
reply contains all of the information that was requested by ***Please have your clients submit their payment again and our Trust and Safety Team will be sure to review your previous responses
Regards,
WePay Customer Delight Team

Complaint: ***I am rejecting this response because: I have already
written to their "support customer delight" team twice as referenced in the original complaint. They said they refunded all donations, yet when we discuss with our supporters, they did not receive refunds. I've attached the last screenshot I got from my account reflecting a balance of $1471.20. That payment to me failed about days in a row before I was told the account was closed and I could no longer access
Again, Many of my supporters have said they did not receive refunds, and I certainly did not receive the funds in there. I also need an explanation as to why this happened.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Consumer called to notify our office the business resolved issue, close complaint

RevDex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Minelly Villarreal

Initial Business Response /* (1000, 5, 2015/06/03) */
At this time WePay has been attempting to send the funds to the customerHowever, the funds are being rejected by the bank due to an incorrect routing #, account #, or the name on the WePay account does not match the name on the bank
account the funds are being sent to
To resolve the issue, the bank information *** need to be updated, ensuring all the above information is accurateIf that does not resolve the issue, the bank account *** need to be deleted and withdrawal by check can be set up instead
If you have any further questions, or concerns please feel free to contact us again at ***@wepay.com
Best,
WePay Customer Delight Team

Complaint: ***
I am rejecting this response because: There is no resolution offeredI am still missing my money.
Sincerely,
*** ***

Hi ***,Thanks for reaching out.It looks like *** was able to work with you regarding the check issueIt appears that he was able to help you get the fees covered along with a new check.If you have other issues or concerns, please feel free to contact ***He'll be able to take care of any
questions or concerns you may have.Regards,WePay Customer Delight

Initial Business Response /* (1000, 5, 2016/01/04) */
Hello,
WePay has followed up promptly to every email that the customer has sent into us and has tried to assist the customer to best we can so far, so it is surprising that instead of following up via email the customer is now filing
the complaint indicating that WePay is trying to delay sending out the funds or that WePay is being uncooperative
To clarify (with limited details since we cannot make private account details public), WePay sent out a deposit of $to the bank account listed here in the system by the customer on 12/26/By the morning of 12/27/15, the WePay system shows the funds received by the bankWhether the bank has processed those funds into the customer's account or not, is unfortunately not something we can help with, as we can only send the funds but cannot force a bank to process those funds in a timely fashion
As was indicated in the email to the customer, there could be a delay because of the holiday weekend as it is up to each individual bank to process on their timelineAlso there is no indication that the customer contacted the ACH department directly, as they are the only ones in the bank who *** see incoming deposits
WePay is also happy to provide a Tracer Number to the customer for the customer to take to the ACH department, which allows them to track the deposit like a packageFor security reasons WePay can only provide that via private email, but are ready and willing to help out!
If WePay can be of assistance further to the customer or their bank needs any kind of further information, we are happy to assist via email at ***@wepay.com
Best,
The WePay Customer Delight Team

I apologize for any trouble this may have caused.After reviewing your account, it appears that the Trust and Safety Team has determined it to be high risk. WePay will not be able to process payments for your accountAs a result, the payment on your account was refunded. Regards,WePay
Customer Delight

Please note that WePay will not be able to collect the fundsThe transaction in question was found to be of high risk by our Trust and Safety Team

Thanks for the reply.Please note that our Customer Delight team members mark tickets as solved in order to get their replies out to you as soon as possibleReplying to the "solved" ticket will either re-open or create a follow-up, depending on the amount of time that has passed.I can confirm that your funds were sent out on you on 11/Please allow 2-business days for the funds to be posted to the bank account on file

Initial Business Response /* (1000, 5, 2015/08/14) */
Hi there,
Unfortunately at this time, WePay is unable to process any payments for your account based off the information provided and your past historyFor this reason, we have refunded all of the donors so they have received their
full donations back
If you would like to process payments, please work with a different payment processor as we are not able to continue business with you
Best,
The WePay Customer Delight Team
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That's not what they have stated and it was under good standing and when asked to verify information again which was the same information I provided first time around I was told that they always ask for bank info againNothing has changed with the bank info this company can't supposedly tell you what the issue is as anyone reading this can see and they don't give the money to donors backLawyer *** be called via me and the ones they are committing fraud against

Initial Business Response /* (1000, 8, 2015/07/10) */
I'm sorry to hear you're having trouble with the verification code to log into your GoFundMe/WePay accountIf you need to have a new code sent out, you *** need to contact GoFundMe's team directlyYou can reach them at the link belowFor
security purposes, unfortunately, I am unable to send this code out on GoFundMe's behalf
http://support.gofundme.com/home
You mentioned making an account to raise funds for your granddaughter's graduationIt's best to transfer the account over to the beneficiary, so that they may then be able to enter their personal and banking informationThat is something the GoFundMe team can help you with as wellJust reach out to them at http://support.gofundme.com/home and let them know that you want to transfer the account to someone elseThey *** walk you through the steps needed to make that changeOnce done, they *** let us know to reflect those changes on our endThat's all there is to it!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because: seven business days in unacceptableIt is your duty to reveal this timeline up-front and warn individuals whose livelihood depends on the timely delivery of fundsPlease return my "service" fees, because they were no service to me.Sincerely,*** ***

Initial Business Response /* (1000, 8, 2015/07/09) */
Hi ***,
We appreciate you taking the time to follow up with us, although we do find it troubling that you indicate we have not followed up and provided information when our team has been emailing youOur last email out to you on
June 30th was never replied to, but we're happy to explain further here publicly and through private email
In short, because your account was found to have a high risk of chargebacks and refunds, we unfortunately can no longer process payments for youLuckily our team was able to identify this early on, as the last thing we want is a long-term poor experienceFor the one payment that came in, we have to hold it for days in the event of a chargeback or dispute by the payerAlthough you indicate you know them and they are a family member, we have no way to directly verify this information and our Terms of Service that is built on PCI Compliance does not allow for flexibility either
This is why we are choosing not to process anymore, as we know that situations like this *** happen in the future, and we are uncomfortable taking on a customer if we don't feel we can provide their collected payments in a timely fashionWe do apologize for the delay in having this payment available, but once it is then you *** be closed out WePay
If we can clarify anything else, please do not hesitate to reach out to us at ***@wepay.comI do see you emailed in from an unknown email address for this Revdex.com complaint, so ensure when you contact us it is the email on file with WePay
Thank you,
The WePay Customer Delight Team
Initial Consumer Rebuttal /* (3000, 10, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
Thanks for getting back to meI am sorry to be upset like this and that you have to deal with it, but I really just want to get this resolvedI don't want you to get defensive just do whatever you can to get this done please
To answer your concerns, yes you are right that WePay support did get back to me at first but then stopped responding for days after then I started getting (page not found) errors on the website when I tried to do anything (such as withdraw money) and this lasted a couple weeks, which I mentioned beforeCan you see how that may seem like a scam to me? At one point I thought WePay was shutting down and after reading your third paragraph I think this is true and I am worried about my finances
It is true that I do know the payer that I received the money from and I can give you any info you need such as birth date, contact number or anything like thatI know you have to follow PCI Compliance but if you can prove validity and authenticate on each side there should be a Way for WePay to have authority over their proprietary systemChargebacks are caused by fraud which this clearly isn't
Anything you could do I would appreciate it and I hope we get this sorted out so we are both happy
Thanks,
-***
Final Business Response /* (4000, 12, 2015/07/23) */
Hi ***,
Thank you for following up once again on your account
We're not sure where you received the indication that WePay is shutting down, as we are still processing payments and working as normalWe have just decided not to process payments specifically for your account for the reasons we previously statedUnfortunately there is no way this can be overturned as this is the final decision by our Trust and Safety Team
We do apologize as we know this puts a hold on funds you needIf you'd like, we're happy to refund the payment as well so the family member can just pay you directly and you do not have to worry about thisIf so, please email us from the email address on file for your account and we'll be happy to assist from there
Regards,
The WePay Customer Delight Team
Final Consumer Response /* (2000, 14, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sorry to hear that WePay can no longer process the requestYes, I would like the money refunded back to the senderI have just opened a request on the WePay support site for them to do this

Hi ***,
Our banks and processors hold us to a strict guideline on what we can and cannot process through our siteAs such, we were unable to continue processing payments for your account.With regard to any questions you might have as to why this might have happened, unfortunately I have no
information for you Our review process is proprietary and, therefore, no information is given out in situations like these
Regards,
WePay Customer Delight

Hi there,
We're terribly sorry to hear that you're unhappy with the processing timePlease note that we will not be able to expedite the 2-business days processing timeWe received your request for the refund of any fees charged, however we will not be able to process the
refund
Regards,
WePay Customer Delight Team