Paymentwall, Inc.

Initial Business Response /* (1000, 5, 2015/04/24) */
The credits ordered for this particular purchase have already been used up by Ms. [redacted]'s son, which is why we weren't able to refund this transaction. We still haven't heard from the merchant to refund the order. However, we have...

contacted them to inquire on this, and we are still waiting for a response.
As further action, we have already blocked the card from our system to prevent more charges being made on the credit card.
Final Business Response /* (4000, 8, 2015/04/27) */
Hello,
We have received a response from the merchant, and they have no knowledge of any refund request. They also confirmed that the game currency bought have already been used up.
Had it been a fraudulent charge, we will be glad to refund the transactions. However, in this case, Ms [redacted] has full responsibility over the credit card and its safety. Thank you so much for your consideration.

Initial Business Response /* (1000, 5, 2014/11/03) */
The orders associated with these transactions have already been completed.
The customer's account has been banned in the game due to repeated violation of the website's policy. As reported, his violation includes "Harassing and name...

calling people over and over". A lot of people reported him to be rude and harassing them. He was warned a lot of times. It's his 3rd ban.
Our support team has already been in touch with the customer and has communicated with him why his account got banned.

Upon checking, [redacted] contacted us on [redacted] PM (CST) regarding the duplicate card error that he has been experiencing. We have replied the same day around [redacted] (CST) confirming if he has used the card in the past. He was also advised regarding the process of trading in gift cards,...

where the full remaining balance on the card goes towards the immediate purchase that the user makes.Please also note that this process will forfeit ownership of the card during the trade-in as well as the re loadable feature of the card. He indeed informed us that he has not used the card in the past. In response to this, we required a screenshot of the error he has experienced so we can investigate further. We also would like to acknowledge that the research process takes time since this process entails communication between internal and external parties. We then have notified our gift card processor to get more information regarding the error and they have confirmed that this error appears when the gift card was purchased off of a secondary market (like [redacted], or [redacted]) instead of being purchased directly from [redacted].The secondary marketplaces also often do not allow the same gift card to be resold multiple times. [redacted] was advised regarding the information mentioned and we have also recommended for him to use other payment options that are available since this is the best resolution for this situation. We did not receive any further inquires from the user therefore the inquiry was resolved. 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 Business Response /* (1000, 5, 2015/12/02) */
Hello,
Just as Mr. [redacted] mentioned, Paymentwall is a payment processor for different websites. As such, we make it our responsibility to protect both merchants and end-users. One way of doing this is by verifying the transaction once...

it raises a red flag on our system. There are several factors or certain trends which determine if a purchase may be suspicious. The verification process may include submission of documents, such as identification cards, to establish ownership. We do, however, ask customers to mask any sensitive information such as ID numbers. This whole process is initiated on our end to prevent unauthorized payments.
We have an open communication with Mr. [redacted], and we would be glad to assist him anytime. Our Support Team are always available to guide him through the verification process.

Bought a lg tv , apps say free , but most when you install it then becomes bait a switch of wanting to charge for the app to continue . When try payment none of my 3 credit cards were supported even though they were valid credit cards all visa . Contacted customer service in Facebook , was told to email them , email them and told to move things faster to setup and account. An account is not required to make a purchase . The customer service is the worse . Going to return my lg tv just because of this company . Why have a TV with apps if I can't even order any and customer service support gives run around .

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.

Initial Business Response /* (1000, 5, 2014/05/21) */
Our Risk and Fraud Department is currently investigating the transactions in issue. We will be working with your credit card issuing bank. Once we have our findings, we will coordinating with the local authorities with the information...

we have to file a possible charge to whoever made these transactions.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

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, 5, 2014/02/18) */
We have issued the Swagbucks for the 2 of the 4 offers that are in issue. For the other two, we have sent a follow-up to our partner to verify the completion. The Swagbucks will be credited as soon as they have confirmed the completion.

Initial Business Response /* (1000, 8, 2015/04/24) */
The transactions made are valid as it has gone through the additional verification process set by the credit card provider. His son was able to provide valid information for the transactions to go through successfully.
A refund can no...

longer be issued because the credits purchased have already been used up by his son.
We have blocked the credit card on our end to prevent further transactions from happening. We also suggested the card holder to contact her credit card provider to have her card blocked to avoid her son from using it again on other websites.

Initial Business Response /* (1000, 5, 2014/03/19) */
Hello, [redacted].
We have reviewed this transaction and our Risk Team flagged this charge as fraudulent. We have issued a refund for this transaction.
Depending on your credit card issuing bank,the refunded amount should reflect on...

your account in 3-5 business days or the next billing cycle.
If you may have any more questions or need assistance regarding this matter, don't hesitate to contact us at XXXXXX XXXX.
Kind regards,
Paymentwall Team
Final Consumer Response /* (2000, 7, 2014/03/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I would rather pay with gift cards, then ever use this business again. My entire experience with Payment Wall was a disaster from the beginning. They work as a third-party payment processor on a game. I submit a payment on the game and they randomly lock down my payment. I try to get in touch with them, but no answer. I can't use the service, the money is removed from the account, and I'm stuck waiting. I FINALLY get ahold of someone who can barely communicate. It takes them forever to respond to emails. They have me send them three different pictures of my ID and then say "Okay. You can make future payments with us again" Future payments? What about the PAST payment I already made that I never received the goods for!? Still waiting. Now they tell me it will be refunded to me and I must wait 10 days. That's great. If only I wasn't trying to buy something because of a sale, which I will now miss, because of this business.

Tried to use the paymentwall inc. to purchase credit via [redacted]. Provided them all the additional personal information requested, they took my money and requested further details because they suspect fraud and trying to cancel the transaction payment wasn't returned. Therefore, I contact my bank and they stopped the transaction and return my money.

Initial Business Response /* (1000, 5, 2014/03/05) */
Mr. [redacted] account got blocked from making further payments due to the reason that our risk system has flagged his account as high-risk. His account has been verified and unblocked a few days after enabling him to make further...

transactions. Our Risk Team has been in communication with Mr. [redacted] regarding his blocked account. We reached him via [redacted]@paymentwall.com
We have verified that all the game credits/goods for the successful transactions that Mr. [redacted] made have already been granted to his account. In fact, Mr. [redacted] has made several more transactions after February 2nd.
Our customer support team will be in contact w/ Mr. [redacted] to request for a copy of the emails promising the compensation.

Initial Business Response /* (1000, 5, 2015/12/11) */
Hello,
As a payment processor, we make security one of our top priorities; thus, we take fraud claims very seriously. If Mr./Ms. [redacted] feels that this is a fraudulent transaction, we would be glad to assist further. We have our very...

own Risk & Fraud Team to investigate and solve this matter. However, in order to do this, we need more information about the payment. We weren't able to locate it by simply using the last name indicated on the complaint. We ask that Mr./Ms. [redacted] provide more details such as the first 6 and last 4 digits of the credit card, as well as the name appearing on the card. We can also be contacted via [redacted]@paymentwall.com.
We look forward to hear back from Mr./Ms. [redacted] in order for us to have it resolved as soon as possible.