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Paymentwall, Inc.

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Reviews Paymentwall, Inc.

Paymentwall, Inc. Reviews (136)

Initial Business Response /* (1000, 8, 2016/01/02) */
Hello,
Upon checking, Mr. [redacted] first made a purchase on XX-XX-XXXX for 70.00 USD. After which, he made several payment attempts, which were cancelled by his bank / credit card provider. We would like to stress that the payments Mr. [redacted]...

is referring to were initiated but not finalized transactions due to payment errors. The restriction did not come from Paymentwall, but rather, the following message was received from his bank: "Card number is empty or invalid." Furthermore, Mr. [redacted] sent a couple of inquiries via [redacted]@gmail.com on 12/07/2015, which were both answered the next day.
All in all, we would like to confirm that these are the only successful transactions made by Mr. [redacted] to date:
12/06/15 - 70.00 USD
12/08/15 - 90.00 USD
12/29/15 - 70.00 USD
12/29/15 - 70.00 USD
All credits for these purchases have already been delivered. For any other concerns, our Customer Support are available, as always, to answer inquiries. Thank you.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response time is horrible. It took them weeks to get ahold of me. [redacted] bank said they come up as fraudulent charges on thier account which is why they blocked my cards from being used there. TD bank and capital one. All is finalized just a shame you need to contact Revdex.com in order to get a reply

Initial Business Response /* (1000, 9, 2015/09/24) */
Upon checking, [redacted] made a purchase through his PayPal account on 08/22/XX XX:XX PM (CST). The payment went through successfully. However, due to technical reasons, there was a delay with the delivery. [redacted] sent us a ticket...

(inquiry) on 08/24/XX XX:XX PM (CST) to inquire about his order. He was notified right away about the technical difficulties and the issue was escalated to the appropriate department. On 08/24/XX XX:XX PM (CST), the problem was resolved, and the credits were successfully delivered to the customer. We also gave an update to Mr. [redacted] regarding this via his ticket.
We would like to acknowledge that it is a common practice for us to verify accounts by asking additional information / (masked) documents; however, this is not the case with [redacted]. He was not required to submit anything. More importantly, we do not require an ID to provide purchased items. Verification only applies to cancelled and refunded payments. Lastly, as an additional information, at the time of purchase, according to PayPal, the user's account is still unverified.
We hope that we were able to shed light to this matter. Thank you so much for your time. If there is anything else we can assist you with regarding this case, please let us know. Have a pleasant day.
Kind regards,
Paymentwall Team
Initial Consumer Rebuttal /* (3000, 11, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company flat out lied. I have emails requesting photos of my state ID.

We have reviewed his case and our team has reached out to [redacted] to give instructions on how to verify his account. We are waiting for his reply and is hoping that the resolution we presented would be acceptable for him this time around.

[redacted] payment account has been verified and he should be able to make transactions again using the same payment option that he has been verified for.
Our customer support team has been in constant communication with [redacted] regarding this issue.

Initial Business Response /* (1000, 6, 2016/01/08) */
Hello,
We found a transaction that matches the name and amount provided. We will contact Mr. [redacted] via the email address indicated on the complaint form to verify the charge.
We are a payment platform for numerous websites, which is why...

what appears on the bill is "Paymentwall." However, this is indicated on the checkout page where the purchase is made.
Thank you.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company provided me with the necessary information and the information was verified. I also indicated to the company that they need to have a better policy to that changes made via their service are transparent to clients.

Your transaction has been cancelled due to an advice we received from our payment partner, which you used for this transaction. As instructed by our customer support team, you need to send an email to have your account cleared and re-instated.  Please refer to Ticket ID [redacted] for the...

instructions on how to have your account unblocked.

Initial Business Response /* (1000, 5, 2015/12/12) */
Hello,
A restriction was placed on Mr. [redacted]'s account due to security reasons. This may include, but not limited to, a particular payment or a certain trend, which was identified as risky. In order to lift the block, the verification process...

was put into place, including asking for proof of payment / ownership. The payment system used by Mr. [redacted] sends out receipts, which is what was asked of him (samples attached). We had a continuous communication with the customer. We truly appreciate Mr. [redacted]'s patience and cooperation. The block has already been removed, and this issue resolved on December 9th, 2015.

Received business response via email on 3/31/16:Upon checking, a restriction was placed on **. [redacted] account due to security reasons. This may include, but not limited to, a particular payment or a certain trend, which was identified as risky. In order to lift the block, the verification...

process was put into place by asking for proof of payment / ownership. The payment system used by **. [redacted] sends out receipts / payment history, which was asked of him. As indicated on the complaint, we ask that all sensitive information can be masked apart from the name and the expiration date of the ID.We have used the information attached to the complaint and matched it with the user's file on our system. We have now unblocked the account. The customer may now make a new payment.Thank you. We wish you a pleasant day.Regards,Paymentwall Team

Initial Business Response /* (1000, 5, 2016/01/18) */
Hello,
We have received [redacted] email, and has been in correspondence with our Customer Support. Mr. [redacted] was very cooperative and was able to provide all the information we need to check on the matter. It was forwarded to our Risk Team,...

which upon investigation, discovered that the charges were made by someone within their household. Please understand that in cases of friendly / family fraud, responsibility is given to the card owner.
Mr. [redacted] was told that the transactions will not be refunded. However, we assured him that the credit card details have already been blacklisted from our system to prevent possible future charges.
Thank you.

Final Consumer Response /* (2000, 6, 2015/10/13) */
Claim Resolved- The credit card company has notified me and they will credit my account for the full amount in the next 48 hours. While waiting on the credit card agents to resolve the issue, I've also gotten a refund of $22.50 from...

PAYMENTWALL XXXXXXXXXX on Oct. 10th, 2015.

Initial Business Response /* (1000, 5, 2015/10/31) */
Hello,
Mr. [redacted] made a purchase on October 01, 2015 for 200.00 USD. However, for security reasons, it was cancelled and refunded by our Risk Team on the same day. The status of the transaction should appear as "Cancelled" on the transaction...

history (from the checkout page). Please understand that once a payment has been refunded, the money is automatically sent back to the user. However, the funds will appear back on the customer's account after a time frame, which depends on the bank / credit card provider's processes.
Currently, the account has been cleared of all restrictions, and Mr. [redacted] should be able to make a payment anytime without any problems. We apologize for the inconvenience during the time our phone system is having a problem. We truly appreciate Mr. [redacted]'s patience on this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their delay in a response is atrocious. They didn't tell me their was a problem EVER till I started making a stink to them about why it hadn't cleared. Their FIRST response was they LOST the transaction. That maybe have been the most honest. I gave them all the information again. (this took a week by the way) This is also why their records show the WRONG date. They had already cleared two of my purchases but somehow the third triggered their third? Really? FRAUD. I still have not had a LIVE response from them. I still have not had an explanation on how they lost the transaction. I have not been told why they cancelled it. This is the FIRST time I have heard anything about the risk team and still no explanation about anything. This company is just plain bad news. Did they mention the merchant had to contact them before they cleared my account? Did they tell you anywhere this whole process took almost a month and nothing happened till I reported them to you? And instead of an explanation or an apology all I got was a statement to third parties that my account was cleared and I could start spending money again. The problem is the purchase had a TIMED expiration or it didn't do any good. Where is my recompense for my time and effort and lost purchase? Their is NO patience by Mr. [redacted] just a fuming unsatisfied customer who is incensed by this companies [redacted]. They can't even tell the truth or all the facts. They wave it off as if by doing NOTHING it will go away. It will NOT until I get some sort of apology or explanation why you or your company should not be part of a class action suit.
Maybe they should think about customer service. That means prompt replies. Not canned responses days or weeks later. Maybe they should think about having a live person at the end of a phone instead of an answering machine and no person ever returning calls even when messages are left with phone numbers. Maybe they should remove their Revdex.com accreditation until they fix these problems in their company.
Where are the people? Names would be helpful but all they say are generic things like our TEAM which means nothing.
I have told them my name, my phone number, my address. I have put out there all the information they need and still they HIDE behind their false anonymity, making excuse after excuse, with no REAL explanation and not feeling contrite at all. NO CONTACT from a real live person from their FRAUDULENT business ever! Imagine if this is how they treat me and I am a vocal person who is well educated how they treat the silent ones or the ones from other countries who don't know how to fight this kind of [redacted] practices. I have had contact now with several others who have been wrongfully treated by these jerks. This is part of the reason I am making such a big point. They are bad for the Revdex.com they are bad for internet, for the credit processing community and the customers.
If they won't come clean and fix their problems then a 3rd party will have to do it. If you can't fix their problems you should at least remove their accreditation because they certainly don't deserve no matter how much money they gave you.
LIVE PERSON REAL PERSON Where are they? Even a peon would do but at this point I think this has escalated far enough I should be hearing from a VP or President about this. He also better have eaten a lot of humble pie before he contacts me.
Final Business Response /* (4000, 11, 2015/11/23) */
Hello,
We understand your frustration, Mr. [redacted]. Please understand that payment details may be asked in order for us to locate it on our system. Furthermore, our Risk Department is cautious in giving out information regarding cancelled payments for security reasons. As mentioned previously, the transaction raised a red flag on our system. This may not always correspond with the credit card's standing with the bank or card provider. However, certain actions are initiated on our end to prevent unauthorized payments. This is determined by several factors or certain trends on how the purchase was made. One of our Customer Care representative have reached out to you. We hope that you accept our apology for the inconvenience you have encountered with the cancelled transaction. Thank you.

Initial Business Response /* (1000, 11, 2015/10/24) */
Hello,
Mr. [redacted] made a transaction on September 29, 2015 for 26.65 USD. However, due some mismatches found with the payment, our Risk Team had to cancel and refund the money back. As a result, certain restrictions were applied on the...

account. In order to make a new purchase via Paymentwall, he needs to complete the verification process by providing proof that he is indeed the owner and have full access to the (debit) card used.
Mr. [redacted] also sent us an inquiry, and we had a continuous communication with him. Through the ticket, he was informed that the transaction was declined and that he will receive his money back. The timeframe provided was 5 to 7 business days, a typical timeframe set by banks. Payments made outside US may take longer, though. Please note that after the funds have been released from our end, we do not have control over it (or how long it will take before it appears back on the customer's account). However, Mr. [redacted] was provided the authorization code (via ticket), which he can give the bank / card provider to track down the refund.
As mentioned, since the money was given back to the user, we have no way to complete the transaction anymore. However, Mr. [redacted] already sent us proof, and his account has been unblocked. In fact, he was able to make a new payment on October 09, 2015 successfully. To get an update on the refund, he needs to contact his bank / card provider and give the authorization code, which we already emailed to him before.
Thank you very much.

Final Consumer Response /* (2000, 6, 2015/10/13) */
Claim Resolved- The credit card company has notified me and they will credit my account for the full amount in the next 48 hours. While waiting on the credit card agents to resolve the issue, I've also gotten a refund of $22.50 from PAYMENTWALL...

XXXXXXXXXX on Oct. 10th, 2015.

I used prepaid visa giftcards and all they seemed to do was put my payments on hold time and time again, until finally blocking my account from using that method of payment. I see absolutely no reason for this they are giftcards they are mine and nobody is complaining ... because they are freaking giftcards. So long story short dont use this company strict verification and security blah blah blah its an a terrible company with terrible service responding to tickets with answers that dont make sense to your question because they are pre responses to other questions. If you can use anything else.

Initial Business Response /* (1000, 8, 2016/01/02) */
Hello,
Upon checking, Mr. [redacted] first made a purchase on XX-XX-XXXX for 70.00 USD. After which, he made several payment attempts, which were cancelled by his bank / credit card provider. We would like to stress that the payments Mr....

[redacted] is referring to were initiated but not finalized transactions due to payment errors. The restriction did not come from Paymentwall, but rather, the following message was received from his bank: "Card number is empty or invalid." Furthermore, Mr. [redacted] sent a couple of inquiries via [redacted]@gmail.com on 12/07/2015, which were both answered the next day.
All in all, we would like to confirm that these are the only successful transactions made by Mr. [redacted] to date:
12/06/15 - 70.00 USD
12/08/15 - 90.00 USD
12/29/15 - 70.00 USD
12/29/15 - 70.00 USD
All credits for these purchases have already been delivered. For any other concerns, our Customer Support are available, as always, to answer inquiries. Thank you.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response time is horrible. It took them weeks to get ahold of me. [redacted] bank said they come up as fraudulent charges on thier account which is why they blocked my cards from being used there. TD bank and capital one. All is finalized just a shame you need to contact Revdex.com in order to get a reply

Initial Business Response /* (1000, 8, 2015/10/14) */
Hello,
Customer made a purchase on 09/15/XX XX:XX PM (CST). The payment went through successfully, and the merchant was notified (via pingback) that the transaction has already been completed.
However, on the same date 09/15/XX...

XX:XX PM (CST), the merchant contacted us and instructed to have the payment refunded. The 9.34 USD was then returned back to the customer. Generally, there is a 3-5 business days wait period. However, it may take longer than this time frame depending on different factors from their end.
Please note that the said time frame is outside Paymentwall's control. The funds have already been released back to the customer, and from which point, only the bank or credit card company can track down the money.
We have emailed the customer to follow up on this issue and gave the authorization code, which he can provide the bank to get an update on the refund. We are also not able to find any past correspondence with the customer; hopefully this will create an open communication with him for any kind of additional questions.
Thank you so much.

Initial Business Response /* (1000, 5, 2014/08/17) */
These orders have already been completed by the following day.
If the customer should need further assistance, he could reach us via any of the inquiries he opened or call XXX XXX XXXX.
Initial Consumer Rebuttal /* (2000, 7,...

2014/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2016/01/08) */
Hello,
We found a transaction that matches the name and amount provided. We will contact Mr. [redacted] via the email address indicated on the complaint form to verify the charge.
We are a payment platform for numerous websites, which...

is why what appears on the bill is "Paymentwall." However, this is indicated on the checkout page where the purchase is made.
Thank you.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company provided me with the necessary information and the information was verified. I also indicated to the company that they need to have a better policy to that changes made via their service are transparent to clients.

Initial Business Response /* (1000, 5, 2015/10/31) */
Hello,
Ms. [redacted] has filed a chargeback claim on one of her purchases via Paymenwall. As explained on her letter, it was due to an additional fee on the transaction. However, we have no control over international charges set by...

banks or credit card providers. With the chargeback in place, it is a common practice for account-based websites to place restrictions for security purposes. We would have been glad to give further assistance to Ms. [redacted], but according to our records, we did not receive an email regarding additional fees.
Our team was eventually able to win the chargeback. Ms. [redacted] then requested to have her account unblocked. She was asked to provide documents to establish ownership of account. Please note that we have already lifted all restrictions on her accounts. She may now make a new purchase.
Thank you.

Hi,
 
[redacted] has been in contact with our Customer Support Team since [redacted] and last received an update on [redacted] through his email address[redacted].
 
He has been informed that the card he wanted to use is generating an error code for the following reasons:
 
1. There could be a technical issue at the time when [redacted] was trying to use his gift card and he may try again.
 
2.  If the gift card was purchased from an online gift card market, our processor is unable to claim the balance on these cards and therefore won't be redeemable through us at this time.
 
The balance of his gift card has not been charged. [redacted] may still use the full value in his other purchases.
 
Our Customer Support Team has sent him another email today to update him on this matter.
 
--
Kind regards,
 
 
[redacted][email protected][redacted]
Paymentwall Inc.www.paymentwall.comPaymentwall Global HQ Building
255 9th St, San Francisco, CA 94103

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Address: San Francisco, California, United States, 94141-1135

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