Wepay, Inc.

Hi there,
Thanks for reaching out.
It looks like the GoFundMe team is already helping you regarding this issue. They'll be the ones to take the reigns on this and WePay will be sure to provide them with any information, if needed. Please continue working with GoFundMe team for...

further assistance.
Regards,
WePay Customer Delight

Hi there,
Thanks for reaching out.
I'm sorry to hear about this. However, the $5.00 charge that you mentioned was a payment to the [redacted] team. Since they do not charge their users fees, they ask donors to make contributions in order for them to keep their services available. If you would...

like a refund for the $5.00, please reach out to the [redacted] team here: [redacted] or [redacted]
Regards,
[redacted]WePay | Customer Delight [redacted] | wepay.comMore questions? Check out our Help Center [redacted]

This final decision was made by the card issuing bank, not by WePay. WePay is ultimately bound by the decision made by the credit card company. Unfortunately, once a decision is made, WePay can no longer contest the dispute.We understand your frustration and would like to apologize for the inconvenience.

I'm sorry for any trouble this may have caused.
It looks like[redacted] was helping you out regarding your funds and it appears that he was able to clear things up. If you have additional questions or concerns, please reply to [redacted] and he'll be able to help you out.

As mentioned previously, if an account is deemed susceptible to a high chargeback or dispute rate, our processor will stop processing for the account. This review process is proprietary and cannot be disclosed in more detail to you. For more information, you may read our Terms of Service, available here: [redacted]. Section 29 in particular explains this further. We apologize again for any inconvenience and wish you the very best in finding a payment processor that better suits your needs.

Initial Business Response /* (1000, 5, 2016/01/04) */
Hello,
WePay has followed up promptly to every email that the customer has sent into us and has tried to assist the customer to best we can so far, so it is surprising that instead of following up via email the customer is now filing the...

complaint indicating that WePay is trying to delay sending out the funds or that WePay is being uncooperative.
To clarify (with limited details since we cannot make private account details public), WePay sent out a deposit of $321.75 to the bank account listed here in the system by the customer on 12/26/15. By the morning of 12/27/15, the WePay system shows the funds received by the bank. Whether the bank has processed those funds into the customer's account or not, is unfortunately not something we can help with, as we can only send the funds but cannot force a bank to process those funds in a timely fashion.
As was indicated in the email to the customer, there could be a delay because of the holiday weekend as it is up to each individual bank to process on their timeline. Also there is no indication that the customer contacted the ACH department directly, as they are the only ones in the bank who [redacted] see incoming deposits.
WePay is also happy to provide a Tracer Number to the customer for the customer to take to the ACH department, which allows them to track the deposit like a package. For security reasons WePay can only provide that via private email, but are ready and willing to help out!
If WePay can be of assistance further to the customer or their bank needs any kind of further information, we are happy to assist via email at [redacted]@wepay.com.
Best,
The WePay Customer Delight Team

Complaint is against WePay.

Please note that the best way to reach our support team is through the form here:[redacted]
Our teams do their best to reply to our users within one business day.

Our processor holds us to high standards and has rules regarding accounts that are seen as high-risk. If 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 account. For more...

information, you can read our Terms of Service, available here: [redacted]. Section 29 explains this in further detail.The funds will be held for 45 days, and will be released to you once this time frame has completed. We sincerely apologize for any inconvenience and wish you the best of luck finding a payment processor that better suits your needs.

Hi [redacted],
It looks like you were able to work with a member of the customer delight team to get this issue resolved.
If you still need help with the withdrawal, please reach out at [redacted]
Regards,
WePay Customer Delight Team

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 recognize. Information 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 [redacted] 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

Complaint: [redacted]I am rejecting this response because the company held my payments for SEVEN business days. This was beyond their word of "2-5 business days." It was no service to me and kept me from paying bills.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/03) */
Hi [redacted],
Thank you for following up with us, although we are not sure why you decided to file a formal complaint here when we are already working with you to get you your funds back.
Just to recap, we agree with you that you should...

receive the money back for this payment, we are by no means contesting that.
The problem is that our system has released the funds back to AMEX but for some reason they are not showing this credit back to your account. We are more than willing to work with you and provide any information that AMEX needs to give you this refund.
If you could please follow up on the shared email we have with you and CustomMade to let us know what we need to send over, we [redacted] be happy to do so! We are trying to be your partner and assist you on this, so we're very sorry if you got the impression that we are trying to prevent you from getting the refund!
We look forward to hearing back from you shortly so we can help out.
Thank you,
The WePay Customer Delight Team
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been asking for three weeks to contact Amex and refund the funds.
I also provided a copy of my statement there has been no refund
I need the refund please contact amex
Final Business Response /* (4000, 10, 2015/08/06) */
Customer initiated a chargeback and the funds left WePay's account and went to American Express on 7/13/2015 and 7/24/2015, for the amounts of $831.60 and $428.40, respectively. WePay no longer has control of the funds and all questions regarding the funds should, at this point, be addressed to American Express.
Final Consumer Response /* (4200, 12, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the information provided by wepay is inaccurate the
$861.40 is being held by we pay. Amex has indicated .
All that we pay has to do is release the funds
please see email below claiming they are going to do but have not done so

** (CustomMade Support)
Aug 6, 9:01 AM
[redacted],
It can sometimes take several days for funds to transfer between financial institutions. Even though the case closed yesterday, it could take several business days for the funds to register with AMEX.
Best,
**
CustomMade Support
AGN
AGN
Aug 5, 9:20 PM
I am actually exasperated AMEX does not have the funds
Not only did I get hassled from [redacted] I cannot get the refund
This is absurd. If you wanted to provide customer service all you had to do is call AMEX and release the funds
AMEX states we pay has not released the funds
This has been the worst experience ever
-
Forwarded message
From: ** (CustomMade Support)
Date: Wed, Aug 5, 2015 at 9:23 AM
Subject: CustomMade Support Re: Fwd: bookcase delivery
To: AGN
AGN
AGN
Aug 5, 9:38 AM
Great
I [redacted] wait till the funds go to Amex
Thank you
**
** (CustomMade Support)
Aug 5, 9:23 AM
[redacted],
Thank you [redacted]. Below is some additional information from WePay. Looks like everything should be resolved shortly, and that you [redacted] receive the $831.60.
"I dug into this one a little further and it looks like the issue is with how American Express filed the chargeback. The $428.40 was resolved immediately, which is why the Buyer received her funds right away. However, American Express filed the $831.60 charge as a dispute and requested some additional information, which caused the delay.
The dispute [redacted] close today, in favor of the Buyer, and she should see the funds in her account shortly after."
Best,
**
CustomMade Support
AGN
AGN
Aug 4, 7:42 PM
I went to my credit card after I contacted custom made.
I clearly indicated I needed pictures prior to any delivery I had contact with [redacted] from Custom made.
[redacted] was allowed to provide a piece that I had not seen. That is not what I had agreed with custom made
I did have several communications with custom made prior to going to my credit car. I wanted to escalate it with Custom made for
[redacted] did not meet his deadline for weeks not one week or two , and I was stalled.
Had [redacted] met his terms there would have been an issue.
I also have an email from wepay that a refund is provided but AMEX indicates otherwise proof is below
Please find enclosed copy of my AMEX statement
JUN22

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]

Complaint: [redacted]
I am rejecting this response because: that is not an answer they had copies of the invoices with customer name address phone numbers and had verified myself and my business a week before this. They given me no reason why had to be done. They hide behind a bull st excuse. They had all information would need to verify the transaction werent fraud and didnt instead held my money for weeks and then just refunded it. Leaving me out those payment. There reason isnt acceptable and my next step if not given money then cost me will be tobreport them to the attorney general of pa
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2014/10/16) */
Hi [redacted],
My name is [redacted] from WePay, and I apologize it's taken us so long to respond to your complaint. The $110.28 payment that was collected appears was listed as "
1 x HUAWEI ASCEND Y STRAIGHT TALK WIRELESS CELL PHONE ANDROID...

TOUCH SCREEN BUNDLE"

We have some rules about what you can and can't collect payments for on WePay, and unfortunately, personal electronics (including cell phones) fall into one of the groups for which we can't process. Our terms can be found on our site: http://www.wepay.com/legal
The payment itself was fully refunded to the payer (including fees) on 02/09/14, and I apologize if our terms weren't clear upon signup.
If you have any other questions, please let me know.
Initial Consumer Rebuttal /* (3000, 11, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
either way if it's a rule that they have I still should be refunded my money. That being said no where on there website it said anything about not getting receiving money from a customer for a cell phone. Latter on when I tried to get my money in my wepay account they would not release it to me. It took them forever to respond. I had to keep fighting with them then they tried to close my account so I had no access to it. They claim they sent the money to the customer that sent me the money how do I really no they did that for sure? Paypal does not do [redacted] like this and their much bigger and secure then we pay so why does wepay do it? They can keep making and changing rules to stone wall anybody that uses wepay. Either way receiving money from a customer for whatever reason is none of wepay business and is not illegal to receive money for a cell phone. For all wepay knows I may have been a fake cell phone that was for parts or one for kids but if we pay hears that they [redacted] quickly put that in there violations list. A list that they make up and add and change when they feel like it. Anyhow I should have been told list buy wepay as a violation or the transaction should have been declined. Wepay should not have waited months to tell me this after fighting with them to get my money released to me. After one month of me trying to reach them they close my account so I had no way to get access to my account at all. They only way they would open my account is with a $0 balance.
Final Consumer Response /* (3000, 19, 2015/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they kept the money that belonged to me and would not let me withdraw it out. I tried for several months to withdraw it but they refused to. Then my account went closed and a zero balance remained.
Final Business Response /* (1000, 17, 2015/02/10) */
Our Terms of Service, which can be found at www.wepay.com/legal, outline what we are allowed to process payments for and what we cannot process for. This list comes from mostly credit card companies (Visa, Mastercard, etc.) as well as processors (Vantiv, Cybersource, etc.) and in order for us to collect money we must hold up what they allow and don't allow for us to process money for. Unfortunately cell phones and consumer electronics fall under this which is why the account was closed down.
All payers were refunded back if the money had not already been collected by the payee yet. The payee responded by changing the name of their account to [redacted] you'. We have decided to no longer process for this individual and wish them all the best.

Complaint: [redacted]
I am rejecting this response because:When wepay accepted payment from my client. This allowed me to place them in the rental on short notice due to emergency structural issues with there home.  Now that we pay refunded the client they are refusing to pay. This issue is now costing my 9k dollars in uncollected rent.we pay, collected the funds. they are obligated to disperse those funds and whatever cost are associated with recollecting it. 
Sincerely,
[redacted]

(The consumer indicated he/she ACCEPTED the response from the business.)I understand reviews need to be conducted. The problem was after multiple times being declined and giving more and more information I had to contact your customer service to have the issue resolved otherwise it would never have...

been done. I made an account and everything seemed clear until I actually wanted to use it. You had more than enough information to verify who I was. Thank you for resolving the issue of the payment.

Unfortunately, even though we challenged the payer dispute on your behalf, the bank decided to rule in favor of the payer. Because the FTC's Consumer Protection Agency allows consumers to dispute and reverse credit charges up to six months after making a payment, WePay is ultimately bound by the...

decision made by the credit card company. Unfortunately, once a decision is made, WePay can no longer contest the dispute.We understand your frustration and would like to apologize for the inconvenience.

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]