ProPay, Inc.

*** -We sincerely apologize for the frustration you have experiencedWe have been working to get this resolved with NetspendWe believe we have the fix ready, but since it won't be in place for a few days we wanted to wrap this up for youWe have wired the funds to the bank account you
provided to us.Again, we are sorry for the complications you experienced.Thank you,ProPay

We are sorry to hear about your frustrationThe reason for having you call us to refund is to make sure things go rightAt your request we have given you the ability to refund the transactions without calling in to usHowever, we have left a few messages for you so we can help if neededAs
another option we can try to validate some of the transaction instead of refundingThis involves getting some information from you about the buyers and confirming the clients received the productsIf you would prefer to do that just return our call.With a couple of options hopefully one will work for you and we look forward to resolving this matter for you.Thank you,ProPay Management

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

Good morningProPay accounts are constantly being monitored for irregularities and there are times when an account may be held multiple times as processing continues to evolve. After the initial flag was cleared in October the account was flagged again in early DecemberAfter reviewing the
processing patterns we sent him an email on 12/asking for docs on his most recent transactions not just the ones from OctoberHowever, at this time we wanted to get a better understanding of the processing as a whole and to make sure we had the full picture we also asked for the original hold documents wellWe explained to him on the phone when we called him in response to his email why we needed the additional documentationWe waited for a long time and never received the documentation from him We confirmed with another team member on 12/that we did get his docsWhen we attempted to verify the transactions, we weren't able to verify any of the information on the invoices, and the majority of the transactions that we originally released were from the same bin from a bank in Ireland, which is a much riskier transaction. When we spoke with the merchant and asked for more information on the transactions, he mentioned that he didn’t know they were from Ireland and that he didn’t really know any of the cardholdersThe cardholders appear to have no relationship to each other and be from all over California and yet somehow managed to use a prepaid card from the same BIN from an Irish bankWe asked the merchant to provide us with updated verifiable contact information for the cardholders, and he could not as he said they contacted him online and he had no way of contacting themWe told him we could hold his most recent transaction based on the elevated risk exposure and the cardholders can dispute the transaction for up to from the date of the transaction, or he could refund the transactionsThe merchant chose to refunds the transactions yesterdayWe have seen fraud that follows this same patternUnfortunately we are not able to support the account, but we will refund his sifeeWe wish the merchant the best in his business

Complaint: ***
I am rejecting this response because: youngevity told me I had to cancel with propay.
Sincerely,
*** ***

Issued a full refund to the card used to pay for the accountIf the customer would like to reopen the account at no charge she can email me at ***@propay.com

It appears that this customer needs to contact his HOA directly and work it out with themPropay does not assess any fees to the card holder directly, that is up to the association to do so if they so choose In this case it appears they are creating a fee for the chargeback, and requesting
the customer to pay it He will need to deal directly with his HOA in this situation as we are not the ones assessing any fees to the homeowner, and have no ability to refund said fees. The management company for this association is Property Management Unlimited, LLC and the contact info we have on file for them if the home owner needs it is: NGeorge Street York PA (717) 848-I have reached out to the card holder issuing the complaint and have provided him with this information as wellOnce again, we do not have any control over what the HOA charges for fees, and cannot assist him in reversing said fees as it is completely outside of our operation He will need to deal with the HOA or management company directly to resolve this issue not ProPay

There is no record of a duplicate transactionMr*** WAS NOT billed twiceYou need to supply supporting documentation showing what was purchased (Mary Kay invoice, etc.) so that we can refute his chargebackWe cannot rely on the customer to "cancel" the chargeback as that's not how the
process worksPlease send that documentation as soon as possible

*** -We apologize for the trouble you are havingWe tried to find an account under the email address and phone number provided, but we didn't find anythingIf you can provide us with the email address(es) in question we would love to look into finding a resolutionSince the email address is
the user account information there can't be any duplicates in the systemWe generally ask for ID verification documents if our systematic process does match with a high enough confidence level and is generally unrelated to the email addressIf an email address is already in use in our system then it won't allow the verification process to even begin.Once we have the email address(es) in question we will be happy to see if there is anything else we can do.Thank you,JH

Good morningWe are sorry to hear about these issuesIt looks like this merchant signed up with us In December and had the account open for a few days when he found out that PayPal offered free card readers, so he closed the accountHe came back a week later and signed up for a second account
(notes mentioned he didn’t want to be with PayPal anymore)The merchant signed up for an account and processed transactionsProPay never place a hold on his accountWe would guess that the hold he is referring to is the hours it takes for the funds to settleHe called in multiple times asking that we push the transactions through since he couldn’t wait the hours to transfer the funds to his bank. When CS told them he had to wait for the funds to settle he demanded the account be closed. His account is closed, but I have refunded his annual fee.We are sorry about the confusion on the settlement time it takes for ProPay to receive the funds and settle them in the accountWe wish you the best with your business going forward

Complaint: ***
I am rejecting this response because: the company
has not told the truth all fees were not refunded only one was and I was inconvenienced and treated unprofessionally by the staffEven now they continue to tell falsehoods like cancelling my service that was only canceled after I was charged fraudulently and spoke up sternlyI then had to report to both the Revdex.com and on their Facebook pageIt is sad that they continue business this way because there were others with the same and more problems.
Sincerely,
*** ***

communicated with the customer and re-reviewed her Drivers LicenseValidated her account and restored all services

The ProPay account has been canceled but Youngevity not ProPay has been charging you a web hosting feeYou will need to contact them to resolve this issue as the billing doesn't go through ProPayThis complaint is directed at the wrong partiesThis was explained to you by our Customer Service
Manager Gary F* on 2/

I don't have a mechanism to "add" what amounts to more dollars to this accountEven if I did that would require the need for you to login again and transfer the funds out- the issue from the beginningIt's safe to say that the transfer errors and fees were not the result of any errors by ProPay but by the userProPay stands by it's claim of a fair resolution considering the menial amount in dispute

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 me
While I resent the fact that Propay is trying to seem faultless in this situation, as long as my new card is received as promised, I will drop this issueI feel this whole complaint could have been avoided if they had simply followed up with me the customerHopefully, they grow in the area of customer service as a result of my complaint
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 me
This matter is resolved nowHowever this could have been solved many days ago if they would have done this in the first place. We did nothing wrong and to hold those funds has caused us a great deal of issues from angry customers filing complaints against us and not having the funds to pay vendors and billsStill no reason has been given to us as to why they held our funds and now have made it difficult to process ordersIts hurt our business unnecessarily and I felt it was not necessary to talk by phoneI am very upset at this timeThey have now made it hard for my Mom to open a account for her businessWe are a family business and sell baby clothes and this was very unprofessional in how it was handledI knew I shouldn't have asked for a limit increaseVery disappointed in this company
Sincerely,
*** ***

Annual fee refunded on 4/14/The credit should appear within about business days to the card used for payment

Good afternoonProPay does not utilize sales reps that go business to business selling our servicesNone of the fees she mentions fit in our model including an early termination fee of the size she mentionsOur clients generally find us through web searches or partners that have integrated to our
platformWe have searched our systems using all of the information provided in the complaint, but have been unable to find an active merchant accountWe were able to find two unrelated accounts for this individual, but those had previously been used through other businesses she operated and had no recent activityWe have attempted to call *** and have left her a message, but have not heard back from herWe would love to speak with her to help get to the bottom of this complaint and offer any assistance that we can*** does have a voicemail from us with a directly line that she can call for assistance in resolving this matter.Thank you,

This was a simple oversight on our partThe funds will be released today and will be available for transfer to a bank account