Wepay, Inc.

Initial Business Response /* (1000, 5, 2015/06/11) */
MsJackson initially entered incorrect bank information when her first withdrawal went out, and WePay had to wait for the funds to be rejected by the bank and returned to her WePay balance
MsJackson entered a different bank account
number, the bank did return the funds so the next withdrawal went to the new bank account the following day (5/30)
MsJackson has not been in touch with WePay since the second withdrawal initiated so it is hoped and assumed that the correct information was entered and that she received her funds
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with my bank regarding the other two deposits which totalled up to $The bank informed me this morning, (6.11.15) that there is always a tracking number with every deposit made by outside sourcesWePay informed me of the dates of deposit for the other two amounts which went out around the 21st of MayThey informed me that if a payment was not in my account by June 4th to contact WePay and I didTo no avail, no money had been deposited into my account, nor did the bank reject because it would've been noted in my accountSo far, the only deposit made from WePay we $Posted June 2ndThere is still a pending balance of $that should've been deposited but it has notWePay never followed up to let me know why the funds were not transmitted as they had the correct bank information
Final Business Response /* (4000, 22, 2015/07/08) */
WePay attempted a recovery but was unsuccessful, which means the bank retained the money that was deposited on MsJackson's behalf
We are very sorry this did not work out to her satisfaction but we still encourage her to return to her bank and try to work with them to locate the funds they accepted

Initial Business Response /* (1000, 13, 2015/07/08) */
Hi ***,
I'm attaching the email we sent to you earlier last month in case you did not receive it, as we never heard back from you
I sincerely apologize for the inconvenienceA chargeback is when your payer initiates a dispute on the
transaction through their credit card companyThe credit card company immediately removes the funds from WePay and sets them aside while they conduct their investigationTo account for this, we need to remove those funds from the WePay account to which it was paid
I understand how frustrating this is for youChargebacks are a burden on WePay as wellWe are willing to be your advocate and fight this chargeback on your behalfIf you would like to challenge the chargeback, please click on the "Challenge" button within the e-mail notification you received about the chargeback
You are given the opportunity to include any helpful information that we can use to dispute the chargeback for youOnce the information is submitted to the credit card company, it can take up to days for them to communicate their decision to usAs soon as we know their decision, we'll reach out to you by e-mail
Please let us know if you have any questions or need additional assistanceYou can email us at ***@wepay.com
Thank you,
The WePay Customer Delight Team
Initial Consumer Rebuttal /* (3000, 15, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive an email in regards to thisI do not feel this would be my responsibility and should not have to pay this backIf someone has made a payment they should not be able to retract thatI just do not feel I should of had to pay this back, if I had that money in my account I would have made that payment to the funeral home to begin with
Final Business Response /* (4000, 17, 2015/07/10) */
Hi ***,
We completely understand the frustration that you have about a donation being disputed by the payerThis refund was made not by WePay and we did not even approve itThis was a dispute by the payer's credit card company and they immediately pulled out the funds before we could fight on your behalfUnfortunately this part of the risk of collecting payments onlineJust like you can dispute a charge on your credit card that you claim you did not make, so too can any donorWhile we *** do our best to try and counter, at the end of the day US consumer protection law allows for this to happen
Thank you for your understanding,
The WePay Customer Delight Team
Final Consumer Response /* (4200, 19, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My family used this service due to being unable to pay for my sisters funeral expenses, if we had the money we would not have Eben set up a go fund me pageIf I would have known people that donated could request a refund I probably would not even had done thisIt was unprofessional that I didn't even get a response from this company when I disputed this matter until I sent a complaint with the Revdex.comI *** never use this service again, nor *** I ever recommend it to anyone

Hi there,
I'm terribly sorry to hear about all of this.
Please note that I was unable to locate a closed account under the email address provided hereIn this case, can you please reach out to *** with the email address that is associated with the account in question? I'll be
more than happy to have someone look into this for you
Regards,
WePay Customer Delight

Initial Business Response /* (1000, 5, 2016/01/19) */
The WePay team promptly followed up to all three emails that the customer sent in regarding this charge they did not recognizeInformation for the charge was provided in case it would help the customer recognize the charge
No reply
was given on any email and the customer ended up disputing the charge with their credit card company which WePay has honored and all funds have been refunded to the customer
We encouraged the customer in the email and *** reiterate as well that if they did not recognize this charge that they should also secure the information with their bank to prevent any unauthorized charges in the future
-The WePay Customer Delight Team

Hi ***,
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

Complaint: ***
I am rejecting this response because: We will pursue this matter legally with the ** *** *** *** *** *** and the *** *** *** *** as well as your parent company *** Bank. How can you possibly justify giving a refund to our mutual client *** *** while allowing her to keep the merchandise? OK, give me the name and contact for her bank, at the very least if, as you say, you are powerless. Really? I am your client and you have failed me
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)Still waiting on a responseThis is a PERFECT example of why I do NOT trust wepay!!! I will be calling the Revdex.com tomorrow

This Business is Terrible for paying out Credit card Purchases made by Customers towards business owners I am Running a Landscaping Company In Canada by the Nurse Landscaping and Tech Design Inc they Started off processing my Money for me without problems .On the other side clients that been my Customers for the past years choose to pay by Credit Card threw this Company.They Process THE PAYMENT TOOK THERE CUT AND STARTED HOLDING BACK MY FUNDS, when we contacted them they are saying the trust Center needs information,why didn't the trust ask for this information from day oneI will advise business to do not use this Company to process any purchases you are not sure to get your money

Initial Business Response /* (1000, 5, 2015/08/06) */
The transfer of funds started on 07/using the bank information the account holder providedThe funds then returned to the WePay account on 08/A refund was then issued to the payer, which has zeroed out the account
It seems like
there was an issue when the bank account information was originally entered, but the issue seems to have been resolved

Initial Business Response /* (1000, 5, 2016/01/15) */
WePay has been working with the customer on this issue for the past week and we continue to try and assist them in getting these funds
WePay has laid out clear instructions on how to move forward and request that the customer follow
them and if they need assistance to email us directly
The funds belong to an account under another individual so we have instructed the customer to follow up with that individual and make the update with our partners at GoFundMe so they legally can have ownership of the fundsOnce they do, we are happy to provide any other help they need to withdraw the money to their bank account
WePay *** continue to work with the customer to get them these funds as soon as is possible
Thank you

Initial Business Response /* (1000, 5, 2015/06/03) */
At this time WePay has been attempting to send the funds to the customerHowever, the funds are being rejected by the bank due to an incorrect routing #, account #, or the name on the WePay account does not match the name on the bank account
the funds are being sent to
To resolve the issue, the bank information *** need to be updated, ensuring all the above information is accurateIf that does not resolve the issue, the bank account *** need to be deleted and withdrawal by check can be set up instead
If you have any further questions, or concerns please feel free to contact us again at ***@wepay.com
Best,
WePay Customer Delight Team

I have been attempting to extract funds from WePay for over six months. I started a YouCaring fundraiser for my friend when her husband was killed when crossing the street, leaving her with a 3 and 5 year old. The funds are for her daughters' college education, yet the YouCaring site was set up by me since she was grieving and incapacitated for months. Now I want to transfer the funds to her account and WePay will not allow me to do so because her bank account is in her name and not my own. It will also not allow me to transfer the funds into my account (which makes sense but leaves me with no way to extract them). I have reached out to customer service with dozens of attempts and the furthest I get is that I need to change the Owner email address to hers. I have tried that repeatedly, following their step-by-step instructions, only to get an error that "Only the owner of the account can change the email address". I have always been the owner and am still listed as the owner under the Members tab. The support rep goes radio silent at this point, and I'm left to start over. I have literally begged them in my responses to call me and they refuse to do so stating they only handle customer support over email. Now they are threatening to reimburse of the donors if we do not withdraw our funds. I am at a complete loss.

Hi there,
Thanks for reaching out.
I apologize for any trouble this may have caused. However, since your account violated the Terms of Service the funds had to be held in case of any refunds or chargebacks. However, I was able to work with the Trust and Safety Team here in order to get the funds released. Your funds will be sent out today, 1/27. Please allow 2-5 business days for the funds to be posted to your account.
Regards,
WePay Customer Delight

Complaint: [redacted]I am rejecting this response because: I made it clear that I owned a telemarketing business when I signed up for the account. No only did WePay not flag it, they actually processed several payments before closing my account with no notice and holding my funds. WePay has no phone number or email address on its website, and at no point has indicated to me when my funds will be returned to me. All in all...Very bad business practices. I want an exact date of when I will receive my funds.Sincerely,[redacted]

Hi there,
We wanted to let you know that your account has had two withdrawals that were sent out 6/21 and 6/24. It typically take 2-5 business days for the funds to be posted to your bank account. If you do not receive your funds after 5 business days, please reach out to [redacted]. We'll...

be more than happy to help out!
 
Regards,
WePay Customer Delight Team

Initial Business Response /* (1000, 5, 2016/01/15) */
WePay has been working with the customer on this issue for the past week and we continue to try and assist them in getting these funds.
WePay has laid out clear instructions on how to move forward and request that the customer follow them and...

if they need assistance to email us directly.
The funds belong to an account under another individual so we have instructed the customer to follow up with that individual and make the update with our partners at GoFundMe so they legally can have ownership of the funds. Once they do, we are happy to provide any other help they need to withdraw the money to their bank account.
WePay [redacted] continue to work with the customer to get them these funds as soon as is possible.
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. Sincerely, [redacted]

Hi there,
Thanks for reaching out.
I apologize for any trouble this may have caused. I understand that you were looking for a number in order to verify the check. Please note that WePay uses a third party to have the checks issued and they will be the ones to verify the check for you. You can...

find their number at the top of the check under "The Bancorp Bank' or you can call this number ###-###-####. 
If you have other questions or concerns, please feel free to reach out at [redacted]
Regards,
WePay Customer Delight

Hi there,
Thanks for your reply.
Please note that your account has not been closed. The funds still remain in your WePay account. There was a deleted account associated with your email address. However, the deleted account was separate from the account that holds the funds.
The reason why you're unable to create a new account is because there is already an account associated with your email address.
I was reviewing your account and it looks like the current issue is that you're accessing old reset password links to reset the password; resulting in being redirected to the home page. To avoid this, please delete any old emails that you may have regarding reseting your password; then go through the process once more to obtain a new link.
Regards,
WePay Customer Delight

Complaint: [redacted]
I am rejecting this response because: they refer me to the terms of service. As I stated, none of my business activities is listed there. Its as simple as that. Nothing under high risk applies to my business. So the reality is they will cancel for no reason and then just say its high risk. This is dishonest.I didn't ask you to reveal your magical dark arts to determine who was a high risk. I asked you to tell me what area of your stated TOS I fell under. That should be pretty simple for you to do. Not to mention a reasonable thing to do.
Sincerely,
[redacted]