Wepay, Inc.

Hi there,
I'm terribly sorry to hear about all of this
It looks like you have been working with the YouCaring team regarding your accountI was looking over the support request you had open with them and it appears that you're going through the sign up flow rather than the reset password
processPlease be sure to go through the reset password process in order to access your account and the funds.
If additional assistance is needed, be sure to continue working with the YouCaring teamThey will be the ones taking the wheel on this one; WePay will be sure to work with them in order to get this resolved for youI only ask that you continue working with the folks at YouCaring to keep communication more organized rather than having two separate tickets with different instructions
Regards,
WePay Customer Delight

Hi there,
I apologize for any trouble this may have causedThe funds were deferred since your account was originally created in 2013. WePay has then increased the threshold for deferred funds for all recent accounts.
In regards to your verification process, it appears that WePay's
system was unable to verify the information that was entered on your accountThe Trust and Safety Team requested additional information to manually verify your account and get your funds out to you.
I see that your funds were sent out on 5/Please allow 2-business days for the funds to be posted to the bank account on file
Regards,
WePay Customer Delight

Hi ***,
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Thanks for reaching out!
I'm sorry to hear that you did not receive your fundsI was looking over your account, and it looks like your funds were sent out to you 9/The funds should have been posted to your bank account in 2-business days.
If you did not receive the funds, please reach out to***
Regards,
WePay Customer Delight

We understand your concernIf we were to refund the account, the funds would go back to the payersIn the event that you would prefer to receive these funds, we will need to wait until the 60-day period has ended before the available balance can be withdrawnThis is to ensure that any potential chargebacks are coveredWe apologize for any inconvenience this may cause

Hi there,
I'm terribly sorry to hear about all of this
I am sorry, but the chargeback fee is non-refundableI apologize for any inconvenience, but since we incur fees with each chargeback and dispute through the credit card company, we need to pass some of those costs on to our customersWe do
everything we can to ensure our services are affordable, and to that end, there are some cases where fees like these must be passed to the account holders
You mentioned that there was a $miscellaneous charge applied to your accountCan you please reply to the support ticket you have open with a screenshot of the fee? I'll be more than happy to have someone look into this for you further
Regards,
WePay Customer Delight

Hi there,
Thanks for reaching out.
I'm terribly sorry to hear about thisI was looking over your support request and saw that someone has been assisting you regarding the fundsPlease be sure to continue communication via email as it is the most efficient method of
communication
Regards,
WePay Customer Delight

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

Hi there,
I'm terribly sorry for any trouble this has caused.
Please note that our team has tried to recover the funds in order to refund youHowever, recovery processes are not guaranteed as the banks have the final word on the processSince the attempts to recover the funds from the
merchant were unsuccessful, it was suggested that you go with filing the chargeback
After reviewing your account, I can see that your bank has filed the chargeback and had the funds removed from the merchant's WePay account
Regards,
WePay Customer Delight

I apologize for any trouble this may have causedHowever, due to the information collected from your payments, the Trust and Safety Team has determined your account is high riskAs a result, the payments that were processed had to be refunded

Complaint: ***
I am
rejecting this response because: there was nothing wrong with my credit card chargesYou had copies of
Invoices with customer name phone number and address and could of verified they were authorizedA week before you had ask me to verify my personal info and some invoices and found nothing wrongNow you refunded payments to my customers costing.me that money when should of sent to my bank since they were not fraud. You owe me + for those transactions you sent back to peopleIt is not good business prarice to have me ask ppl for credit card info againI want the money I was owed
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/08) */
Hi ***,
Thank you for reaching out to us, although we disagree with the assertion that WePay has been holding these funds without explanation as we have been continually working with you via email
We are working in conjunction with
Giveforward to have this resolved ASAP, so please make sure you reply to any emails sent to you so we can have this resolved for youFor your privacy and protection, we cannot provide any details in this public reply, but if you have any other questions, please reply to the open thread we have with you
-The WePay Customer Delight Team

Our processor holds us to high standards and has rules regarding accounts that are seen as high-riskIf an account is deemed susceptible to a high chargeback or dispute rate, they will stop processing for the account.Once this happens, we unfortunately are forced to close the accountFor more
information, you can read our Terms of Service, available here: ***Section explains this in further detail. We sincerely apologize for any inconvenience and wish you the best of luck finding a payment processor that better suits your needs

Hi ***,After receiving information that was submitted to the Revdex.com, we have cleared the 2-step verification from your WePay account so that you can log in using your passwordYou will then be able to withdraw your fundsTo withdraw your funds, simply follow the steps below:- Log in at ***/home- Click on the grey gear labeled "Settings" on the right - Click "Withdrawals" on the left- Choose "Link your bank account" or "Set up recurring withdrawal by check"- Enter the information as promptedPlease note, if entering your bank account information, the routing number used must be for ACH transfersSome banks have different routing numbers, so please be sure you are using the right onePlease also note, the legal name you provide for your WePay account must be the same as the name registered to the bank accountThank you for your understanding and cooperation!Best,WePay Customer Delight

Hi ***,
Thanks for your response.
Can you please check your inbox? A Customer Delight team member will be reaching outWe'll need to continue working with you via email as some personal information needs to be confirmedPlease be sure to look out for and email sent from
***
Regards,
WePay Customer Delight

Complaint: ***
I am rejecting this response because: WePay reversed one charge in my favor, but not the other even though identical supporting documentation was provided at the same time. This makes no sense. How can you allow our mutual client *** *** to get a refund as well as keep the merchandise. She should return the merchandise. This is the definition of fraud and WePay is complicit. We will seek legal action
Sincerely,
*** ***

Unable to relieve my funds in a timely mannerTook over weeks

Initial Business Response /* (1000, 5, 2015/05/29) */
Hi ***,
First, WePay sends our condolences to you and your family for your lossThis is no easy situation to be in and we know that something like a typoed bank account number only makes things even more difficult
Unfortunately once
funds are sent to a bank account, the legal repercussions that WePay has at our disposal are limitedSometimes the bank *** send back the funds automatically, and sometimes they *** not automatically do soIn this case, we can attempt a recovery from this incorrect bank account, but the bank can always reject this or charge back the funds a week laterThis policy is not one set by WePay, but rather part of U.Slaw regarding electronic transactionsWe wish we could do more to guarantee being able to pull back funds from an incorrect bank account, but legally cannotThis is why we encourage customers to be very careful when entering in their bank account information the first time
We *** do the best we can to get these funds back and *** work with GoFundMe to follow up with you once we hear back
-The WePay Customer Delight Team
Initial Consumer Rebuttal /* (3000, 8, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand what you are saying but along the same lines of regulations regarding U.Slaw regarding electronic transactions, your company has a way of tracking those funds with a tracer numberall electronic money transfers have one and you should have been able to track itMy biggest concern is the lack of helpThe hands in the air attitudeYour company dismissed me on many occassions and said if you cant get the funds back it is on methat is not okThat can not happenIf you are acting as the transfer company for funds, you are responsible for making sure things are correctedYou are obligated to make things rightThis has been poorly handled to say the leastSure it was my error in the first place, but bank of america has done their part to return the fundsI have talked to them on several occasions and they have investigated this matterYour bank has the funds your bank needs to put them back in the account so that they may be correctly dispursed to my correct bank account along with an additional that was contributed after the this matter needs to be cleared up no later than tomorrowI am obtaining an attorney to get this corrected
Final Business Response /* (4000, 10, 2015/06/11) */
A recovery of the funds directed to the first bank account entered by the account holder was initiated by WePay and then rejected by Bank of AmericaDuring this processing time, Bank of America rejected back the original transfersWe then directed these funds using the updated bank information submitted by the account holderOur records indicate that the funds were sent out on 06/We typically allow 2-business days for transactions like this to completeThis account holder should be in possession of her funds at this point

Initial Business Response /* (1000, 5, 2015/05/29) */
Hi ***,
First, WePay sends our condolences to you and your family for your lossThis is no easy situation to be in and we know that something like a typoed bank account number only makes things even more
difficult
Unfortunately once funds are sent to a bank account, the legal repercussions that WePay has at our disposal are limitedSometimes the bank *** send back the funds automatically, and sometimes they *** not automatically do soIn this case, we can attempt a recovery from this incorrect bank account, but the bank can always reject this or charge back the funds a week laterThis policy is not one set by WePay, but rather part of U.Slaw regarding electronic transactionsWe wish we could do more to guarantee being able to pull back funds from an incorrect bank account, but legally cannotThis is why we encourage customers to be very careful when entering in their bank account information the first time
We *** do the best we can to get these funds back and *** work with GoFundMe to follow up with you once we hear back
-The WePay Customer Delight Team
Initial Consumer Rebuttal /* (3000, 8, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand what you are saying but along the same lines of regulations regarding U.Slaw regarding electronic transactions, your company has a way of tracking those funds with a tracer numberall electronic money transfers have one and you should have been able to track itMy biggest concern is the lack of helpThe hands in the air attitudeYour company dismissed me on many occassions and said if you cant get the funds back it is on methat is not okThat can not happenIf you are acting as the transfer company for funds, you are responsible for making sure things are correctedYou are obligated to make things rightThis has been poorly handled to say the leastSure it was my error in the first place, but bank of america has done their part to return the fundsI have talked to them on several occasions and they have investigated this matterYour bank has the funds your bank needs to put them back in the account so that they may be correctly dispursed to my correct bank account along with an additional that was contributed after the this matter needs to be cleared up no later than tomorrowI am obtaining an attorney to get this corrected
Final Business Response /* (4000, 10, 2015/06/11) */
A recovery of the funds directed to the first bank account entered by the account holder was initiated by WePay and then rejected by Bank of AmericaDuring this processing time, Bank of America rejected back the original transfersWe then directed these funds using the updated bank information submitted by the account holderOur records indicate that the funds were sent out on 06/We typically allow 2-business days for transactions like this to completeThis account holder should be in possession of her funds at this point

I had to use wepay as the fundraising site I started *** was using themafter a chargeback that they solved for the buyer/donor although I provided proof of exchange, they closed my wepay account without explanations and are denying my right to view the details of my past transactions and even although the fundraiser was still active
they provide no contact number only email support and they close the claims you start after sending you an vague email

Hi ***,
I'm terribly sorry for all the trouble this has causedI see that you've been working with *** to get a check sent out to youLooks like he also followed up with you regarding the check today, 4/We can also apply a credit to your account for the all the inconvenience this mess
has causedPlease let us know after you've received your check and we'll get working on that credit.
I hope you get your check soon
Regards,
WePay Customer Delight Team