Wepay, Inc.

This is [redacted] $25 was refunded to [redacted]. You can close case. Thank you

Your available balance has been placed in reserve for 60 days to cover any chargebacks/disputes that may occur. You also have the option to request to have these payments refunded if you do not wish to wait the 60-day period. June 3rd, 2018 will mark the 60th day, so if you wish to go this route in waiting for the funds to be released, you may request to receive your settlement on this date.

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, Minelly Villarreal

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.
Please consider this a lesson learned so that you may do better in the future. It should not matter how old my account is. A customer should not have to wait as long as I did for money he or she desperately needs. In addition, I have checked my account information on file with WePay, and it IS correct. I just checked under "Settings" as well as under "My Profile." I have verified both my email address and my phone number, my address is correct, my bank account is correct, and everything else is as well. Not only that, but not a single person has ever informed me that any of my information was incorrect until just now. So I do not understand how my information was incorrect.
I am marking this complaint resolution as satisfactory, only because there is nothing else you can or will do to make this better. You have made that perfectly clear.
 
All I can tell you at this point is to learn from your mistakes so that your company functions far better than this in the future. Good luck to you.
 
Sincerely, [redacted]

Sorry to hear about your experience!Please note that WePay has a 24 hour response time as per our support page. I can see that our Customer Delight team member was able to get back to you within the quoted time frame in order to assist you further. If you're still experiencing issues, please...

continue to work with them or the FreshBooks team.

Complaint: [redacted]
I am rejecting this response because: I did not ask for the reason my account was closed. I frankly don't care about that. However you guys basically stole my money and won't hand it over. I would like the money that you guys are holding into my bank account asap.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Every link they have sent me does not work. They closed my account while still keeping the donations for my sister's obituary and burial expenses. My sister is in a box on my mother's entertainment center. How dare they keep it and close the account!Sincerely,[redacted]

Hi [redacted],
It was great speaking with you on the phone. It was great that we were able to locate the campaign with the funds. As promised I'll be following up with you via email. It's best that we continue our conversation over email in case personal information may need to be exchanged. 
I...

look forward to working with you to get this solved.
 
Regards,
WePay Customer Delight

Initial Business Response /* (1000, 8, 2015/07/09) */
Hi [redacted],
We appreciate you taking the time to follow up with us, although we do find it troubling that you indicate we have not followed up and provided information when our team has been emailing you. Our last email out to you on June 30th...

was never replied to, but we're happy to explain further here publicly and through private email.
In short, because your account was found to have a high risk of chargebacks and refunds, we unfortunately can no longer process payments for you. Luckily our team was able to identify this early on, as the last thing we want is a long-term poor experience. For the one payment that came in, we have to hold it for 60 days in the event of a chargeback or dispute by the payer. Although you indicate you know them and they are a family member, we have no way to directly verify this information and our Terms of Service that is built on PCI Compliance does not allow for flexibility either.
This is why we are choosing not to process anymore, as we know that situations like this [redacted] happen in the future, and we are uncomfortable taking on a customer if we don't feel we can provide their collected payments in a timely fashion. We do apologize for the delay in having this payment available, but once it is then you [redacted] be closed out WePay.
If we can clarify anything else, please do not hesitate to reach out to us at [redacted]@wepay.com. I do see you emailed in from an unknown email address for this Revdex.com complaint, so ensure when you contact us it is the email on file with WePay.
Thank you,
The WePay Customer Delight Team
Initial Consumer Rebuttal /* (3000, 10, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
Thanks for getting back to me. I am sorry to be upset like this and that you have to deal with it, but I really just want to get this resolved. I don't want you to get defensive just do whatever you can to get this done please.
To answer your concerns, yes you are right that WePay support did get back to me at first but then stopped responding for 10 days after then I started getting 404 (page not found) errors on the website when I tried to do anything (such as withdraw money) and this lasted a couple weeks, which I mentioned before. Can you see how that may seem like a scam to me? At one point I thought WePay was shutting down and after reading your third paragraph I think this is true and I am worried about my finances.
It is true that I do know the payer that I received the money from and I can give you any info you need such as birth date, contact number or anything like that. I know you have to follow PCI Compliance but if you can prove validity and authenticate on each side there should be a Way for WePay to have authority over their proprietary system. Chargebacks are caused by fraud which this clearly isn't.
Anything you could do I would appreciate it and I hope we get this sorted out so we are both happy.
Thanks,
-[redacted]
Final Business Response /* (4000, 12, 2015/07/23) */
Hi [redacted],
Thank you for following up once again on your account.
We're not sure where you received the indication that WePay is shutting down, as we are still processing payments and working as normal. We have just decided not to process payments specifically for your account for the reasons we previously stated. Unfortunately there is no way this can be overturned as this is the final decision by our Trust and Safety Team.
We do apologize as we know this puts a hold on funds you need. If you'd like, we're happy to refund the payment as well so the family member can just pay you directly and you do not have to worry about this. If so, please email us from the email address on file for your account and we'll be happy to assist from there.
Regards,
The WePay Customer Delight Team
Final Consumer Response /* (2000, 14, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sorry to hear that WePay can no longer process the request. Yes, I would like the money refunded back to the sender. I have just opened a request on the WePay support site for them to do this.

Hi there,
I'm terribly sorry for any trouble this may have caused. 
Our Trust and Safety Team has determined that your business is a high risk and will not be processing payments for your account. With regard to any questions you might have as to why this might have happened,...

unfortunately I have no information for you.  Our review process is proprietary and, therefore, no information is given out in situations like these.  
Any pending payments on your account has been failed and the funds from the pending payment have been returned to the originating accounts. If your account held a balance, all transactions leading up to that balance have been refunded. WePay will not take possession of any funds in a closed account.
Regards,
WePay Customer Delight Team

Complaint: [redacted]
I am rejecting this response because:this is not my desired resolution. Where does this payment get refunded? To me? Or my customers? Why would I refund my customers payments if I shipped them a perfectly good product and that they haven't complained?
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]

Hi there,
I apologize for any trouble this may have caused.
I was reviewing your account and it looks like a withdrawal was started and your funds are on the way. Please allow 7-10 business days for the check to arrive.
Regards,
WePay Customer Delight

Hi there,
 
I'm terribly sorry for any inconvenience this may have caused. However, the quoted 2-5 business days applies to our standard processing time for withdrawals. It looks like your funds were in a state of reserves. We typically hold funds in reserves to protect merchants from any chargebacks or refunds that may occur. For additional information regarding reserves, you can view section 14 of our Terms of Service here: [redacted]
 
Regards,
WePay Customer Delight

Hi [redacted],
When I'm terribly sorry to hear about this situation.
It looks like your funds were sent out on 05/11/2016 and 05/13/2016. When funds are sent out, they typically take 2-5 business days to be posted to the bank account. If you still have not received your funds, please...

email us so we can assist you further. You can reach us at [redacted]. It's best to communicate with us over email so we can provide assistance in a more timely manner. 
Regards,
WePay Customer Delight Team

Complaint: [redacted]
I am rejecting this response because:1.  I had entered an original ticket (ID [redacted]) which was answered, and then immediately closed and considered "solved".2.  I included in the Ticket [redacted] that they needed to refer to the second ticket that was opened automatically when I responded to their email that informed me that my Settlement "failed" on Thursday, resulting in the opening of Ticket ID [redacted].3.  I included ALL of the requested information in Ticket [redacted].4.  BOTH tickets were closed, with INABILITY TO COMMENT BACK, and marked as "solved".5.  WePay continued to inform FreshBooks that I had not responded to their question, AS SHOWN IN THIS RESPONSE.6.  It is now 4:42 PM (EST) on Monday, November 13, 2017, and NO FURTHER PROGRESS HAS BEEN MADE IN SOLVING MY ISSUE THEY MARKED "SOLVED".7.  I still have nearly $1,000 sitting in Settlement Phase, PENDING, when I should have received that money already.8.  I had to RE-OPEN a ticket (ID [redacted]), which WePay enabled commenting TODAY, and provide ALL OF THE SAME INFORMATION FROM TICKET [redacted] AGAIN!In no way, shape, or form is their response acceptable, and they continue show their incompetency.  I am continuing to be on the hook for their lack of professionalism and accuracy.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/09) */
Hi there,
Unfortunately due to the nature of the business of the customer we are unable to process payments for the account. WePay wants to create the best customer experience possible for our merchants and when we feel we are not a good fit...

for a merchant, we rather refund the payments than have to hold the money in reserves that the merchant needs.
For this reason, we decided to refund the payers and shut down the account. We wish the customer and their business all the best.
-The WePay Customer Delight Team

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 would never do business with a Co that uses them as payment again. There is zero protection for the customer as they have to recover funds in order to refund you putting all the power in the sellers hands. My bank told me this is bad business you should not have to rely on your bank to get money back in this way. It is a crime that a company such as this be allowed to continue business is this way.Sincerely, [redacted]

Sorry to hear about this!It looks like WePay's Trust and Safety Team found some concerning information behind the payments that were made into your account. As a result, they have determined to discontinue the processing of payments for your account.

Complaint: [redacted]
I am rejecting this response because: according to the terms of service, these are the high risk businesses. We are not covered by any of these or the other prohibited activities. I want to know what activity we performed that violted the TOS. At this point, by saying we are risk, you have accused us of some sort of disreputable activity. I want to know what that is. I want to know what we did wrong.  Airline, hotel, rental, or other miles or points Animals and regulated items such as animal felts Astrology and related prediction or forecasting services, psychic services Career placement or advice center merchants Cyberlockers, file sharing, file storage Delayed delivery merchants where the good or service is not shipped, delivered, or fulfilled when the card transaction is processed but is to occur at a future date Militia, armed groups, or armed gangs Money back guarantees exceeding 30 days Motor vehicle sales Online help for classes, homework or assignments Online personal computer technical support Pawn shop Political organizations Products or services identified by government agencies to have a high likelihood of being fraudulent Social media activity Shipping or forwarding brokers
Sincerely,
[redacted]