ProPay, Inc.

We apologize for any misunderstanding about our reserve requirements. As we have reviewed the complaint it does seem like that reserve is the sticking point here and it is something that we do disclose in our terms when a new merchant signs-up. When merchants sign-up they agree to our...

terms & conditions. Part of those terms is list our High Risk & Acceptable Use Policy and it lists business that are high risk and prohibited. Unlike many others in our space we publish this list to avoid any deception and the list can be found at http://www.propay.com/legal-agreements/high-risk-acceptable-use-policy/. We do list Taxi & Limo services as high risk and state that a reserve may be required. While we understand that most people choose not to read the terms, they do check a box to show that they have read and agreed to the terms.The $41.95 fee has been refunded to the card that was used to pay for the account and that credit will show as soon as the card issuer chooses to post it. We are sorry for any confusion regarding the terms that were agreed to and we certainly with Mr. [redacted] the best with his business.Thank you,JH

The credit won't show up for a few days as they were issued today. We desire no further correspondence with this customer and will vigorously defend ourselves from false accusations and slander.

All fees have been refunded. Yes, the account was already cancelled. We did however follow our policies and procedures (that you agreed to) and have every right NOT to refund these fees. However, in good faith have done so.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, I feel the need to help others by telling them to avoid this company, as they will flat out lie about this, in order to make themselves look not so bad.  Don't just take my word for it, look at what others have said as well.  They never sent me an email on the 9th, explaining the situation.  I checked my spam folder, I've check everything.  They never did.  And then they falsely claim that they explained it to me over the phone.  Never once, have I gotten a phone call from them.  Also, they never told me I can either have them hold the money for 180 days, or refund it.  After hearing nothing, I finally decided to refund it, and have my client pay me through a better company, one that can actually communicate with its customers.  Not doing these things are one thing, but the fact that they would lie about it makes it so much worst.  But at least now, people can see what kind of company they really are.
Sincerely,
[redacted]

Please send supporting docs to [redacted]@propay.com. Our records show that nothing has been received and reviewed. I suspect that we can approve this account and request.

We have tried numerous times to resolve this matter by calling the merchant, but no one ever answers the phone and no messages have been returned. In the original complaint the customer wanted to be able to refund without calling us, so that is what we enabled to satisfy their request. The customer has now asked for their money instead of refunding. In order to resolve this matter will allow the merchant to withdraw the available funds and then we will close the account so the merchant can use someone who better fits his needs. We wish him the best with his future business. We would still be happy to talk directly to the merchant to discuss this matter further.

We are sorry that Amanda had these issues. She should have been transferred to a member of the risk team to get this resolved. We have released the hold on her accounts and she can now transfer the funds out at her convenience. We would love to keep her as a client and have left her a message to go...

over what we did and why, along with helping her understand how we can help her. However, if she wants to close out her accounts we will do that as soon as she lets us know that she has transferred the funds out of her account.Thank you,ProPay

As I stated your ProPay account was cancelled today.

We apologize you are having this issue. We have refunded the expiration fees on your account. A representative is trying to contact you to help you transfer the funds out of the account. You can also call us at 866-573-0951 for help.We look forward to connecting with you to help you zero out your...

account balance.Thank you,ProPay

The merchant called us a total of 13 times on 9/21. Most of these calls were in queue for about 1-3 minutes before they were abandoned by the caller. Several of the calls didn’t go past the initial option of selecting a language before the call disconnected. One call was in queue for 27 minutes...

before she abandoned it and we sincerely apologize for such a long wait time. She had 3 calls connected to our Customer Service team who helped her troubleshoot the issue and provide best practices. During one of the calls we captured the timestamp of the error and have been working internally and with the card networks to find out where the error was occurring. The last agent on the 21st took all of the relevant information and said that she would get in contact with a supervisor and then she would email her when she heard back, but she didn’t promise a certain time frame and Jessica never mentioned she wanted a new card. We apologize that she didn't follow-up with the cardholder as promised and we have discussed that with the agent, whether or not a timeframe was given. We have been working with our technical team to see what is happening since this seemed like an isolated incident, but they have been researching and tracking to make sure we can keep this from happening again. After all of the analysis we have done we will be happy to overnight a new card to her. Production of cards generally occurs on Saturday which should get a new card to her on Monday, but possibly Tuesday. We have not seen this issue with other cardholders doing similar things, but we are happy to try our best to make sure this works for her.  We look forward to continuing to work on this concern and getting to the needed resolution even after the new card is received.

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

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

We researched the transactions
that [redacted] mentioned in her concern.  They were pending in a separate
report, as they were only authorized and not yet settled. We provided
instructions for [redacted] to access this report and manually  settle the
transactions to receive the payments from...

her customers.  She has settled them, and the funds have been added to her available balance.

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

We are sorry to hear that the merchant received a chargeback. Those are an unfortunate part of credit card processing and chargebacks can be received even in a merchant account has been closed. In this instance the chargeback was received on 5/31/2016 and the accounts was closed on 6/8/2016. In...

accordance with the Payment Services Agreement and Electronic Funds Transfer Agreement ProPay is given authorization to pull any balance due from the checking account on file.   18.    CHECKING ACCOUNT. The transfer of funds by you into and out of your ProPay Account is governed by the terms and conditions of the ProPay Electronic Funds Transfer Agreement.  You hereby agree to the terms and conditions of the ProPay Electronic Funds Transfer Agreement as amended from time to time, and which is incorporated into this Agreement by reference as if fully set forth herein. You may establish and maintain a checking account (“Checking Account”) at the financial institution of your choice to facilitate payment for Card transactions and the transfer of amounts due you from your ProPay Account in accordance with the ProPay Electronic Funds Transfer Agreement.  You irrevocably authorize our sponsor banks and us to immediately debit the Checking Account associated with your ProPay Account for the transfer of your funds as established pursuant to the Electronic Funds Transfer Agreement for any and all fraudulent transactions, any negative balance in your ProPay Account, and for fees, other penalties, or any amounts you owe us or our sponsor banks under this Agreement, unless other terms have been agreed upon between us and your Affiliated Company.  You agree that our sponsor bank and we shall not incur any liability for any loss, costs, or fees incurred by you that are the result of such debits by us. The EFTA (https://web.archive.org/web/20160407091029/http://www.propay.com/legal-agreemen...⇄ 1.     Checking Account.You may establish and maintain a checking account as described in your Account profile to facilitate the transfer of funds due to you from your Account. As part of this agreement, you irrevocably authorize ProPay to debit your Checking Account for any fees, payments or penalties you owe or may owe ProPay relating to ACH or Intra-ProPay transactions. You authorize ProPay to initiate reversal or adjustment entries and initiate or suspend such entries as may be necessary to grant you conditional credit for any entry. We have gone ahead and refunded the $10 chargeback fee, but unfortunately we are not able to refund the $.30 transfer fee. When you are ready to remove the $10 from your account please call our customer service. We will temporarily restore your account access and allow you to transfer the funds out without paying another $.30 transfer fee. Once that is done we will close your account out again. We look forward from hearing from you and getting this resolved. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The issue was resolved in a different manner than described but all is well now.
Sincerely,
[redacted]

Please provide supporting documentation that we billed you for the annual fee of $69.95. I am more than happy to issue a refund.

The card was sent expedited mail. UPS Next Day Air Saver[redacted]

Revdex.com:
I filed a chargeback for the fees and was credited the money back to my account. A refund is no longer necessary.
Sincerely,
[redacted]