Wepay, Inc.

Complaint: [redacted]I am rejecting this response because:b I spent over 5 hours trying to starighten this out and finding a contact for you was very difficult. I would like a wy when there is a problem I can reach someone directly
Sincerely,[redacted]

[redacted]: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 inconvenience this may have caused. I can see that you're using WePay through FreshBooks and they have been in communication with us regarding your account. The WePay Trust and Safety Team found that your account violated...

the Terms of Service and will be working with the FreshBooks team to get your funds out to you. Please continue to work with the FreshBooks team regarding any questions or concerns you may have.
Again, I apologize for any trouble this may have caused.
Regards,
WePay Customer Delight

Initial Business Response /* (1000, 13, 2015/07/08) */
Hi [redacted],
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 inconvenience. A chargeback is when your payer initiates a dispute...

on the transaction through their credit card company. The credit card company immediately removes the funds from WePay and sets them aside while they conduct their investigation. To 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 you. Chargebacks are a burden on WePay as well. We are willing to be your advocate and fight this chargeback on your behalf. If 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 you. Once the information is submitted to the credit card company, it can take up to 45 days for them to communicate their decision to us. As 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 assistance. You can email us at [redacted]@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 this. I do not feel this would be my responsibility and should not have to pay this back. If someone has made a payment they should not be able to retract that. I 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 [redacted],
We completely understand the frustration that you have about a donation being disputed by the payer. This refund was made not by WePay and we did not even approve it. This was a dispute by the payer's credit card company and they immediately pulled out the funds before we could fight on your behalf. Unfortunately this part of the risk of collecting payments online. Just like you can dispute a charge on your credit card that you claim you did not make, so too can any donor. While we [redacted] 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 page. If I would have known people that donated could request a refund I probably would not even had done this. It 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.com. I [redacted] never use this service again, nor [redacted] I ever recommend it to anyone.

I would like to put in a very positive review for [redacted]. We were having problems (self generated) with the WePay system and specifically verifying the account as we had too many fingers from our organization in the pie. None had a clue of what the other was doing including establishing the email address and password. [redacted] walked me through the process and everything is working very well now.
Thanks [redacted] for all your help...hope you get a raise or bonus out of this.
Bob Sands, SCORE, Madison Wi.

Initial Business Response /* (1000, 8, 2015/12/17) */
There was an initial payment that was attempted in the amount of $5,000 which was deemed fraudulent by our Trust and Safety Team. The transaction never reached completion. As a result the receiving account was shut down.
Upon further...

investigation, the receiving account was re-opened. All funds were previously sent to the linked bank account.
No additional transactions were attempted, so therefore no additional funds are due to the user.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We Pay contends that the funds were initially deemed fraudulent by their trust team but upon further investigation the receiving account was reopened and that the funds were sent to the linked bank account. First of all Wepay.com has never informed me that their were any issues with any of the funds. It was only when I was successful in linking the account did they inform me that they did not want to support my data breach campaign in their platform. I did not see the nature of helping people with data breach's as a type of campaign the was listed in their exclusion list located online. It was only when I attempted to withdraw the funds and make a bank transfer from Wepay.com to my account as to when Wepay.com continued to ignore the payment issue and merely focused their responses that they were unable to support my platform all while never offering any sort of proof that the charges were were actually refunded or the circumstances surrounding any refund. Normally through any merchant account if their is a disputed item the merchant has the opportunity to respond to a chargeback or would be responsible for issuing any refunds not the payment processor.
In the real world if their was a disputed item the payment processor may hold all or a portion based upon a merchants monthly volume a a rolling reserve or a reserve of any for security purposes. It is never the ISO's position to ascertain if an individual charge is fraudulent or not, that duty would lie with the cardholder or the issuing bank. According to the american Express and the Visa MC mandatory guidelines in order for an individual to maintain a fraud claim they must provide the required written information accompanied by an affidavit and a police report in with the disputed charge in order to successfully maintain a fraud claim. As far as Wepay.com having a fraud detection team on their end that is possible for screening merchants who may be factoring credit cards or processing stolen credit cards of which none of the aforementioned is the case here since I specialize in data breach and identity theft issues. Wepay claims that theu deposited the funds into the account that they have on file and if that was done of recent day I would not know until the funds hit my account. Perhaps Wepay can provide proof to the Revdex.com what charges were funded and to what account the funds we deposited into. I do not believe I can log into Wepay.com any longer. As long as I receive the funds that I was entitled to receive I have no further issues with Wepay.com, but as it stands now no funds were transferred at all and there could be another issue but as long as I receive what I am entitled to I [redacted] be satisfied. I was aware of a charge of $5,000.00, and an additional charge of 350.00 if there were other they would be better. I understand issues arise but as long as they are cleari.comfied I would only then be able to praise them. I await confirmation of my funds.
[redacted]
The Data Docs
XXX-XXX-XXXX
Final Business Response /* (4000, 13, 2015/12/23) */
Hi All,
While we are happy to clarify anything for a customer, first and foremost for security reasons, we cannot provide specific details about an account over a public form for PCI Compliance. As well, the customer is emailing in from an email that is not on file with WePay. If they would like specifics on the account, they can certainly email our team directly at [redacted]@wepay.com.
What we can provide publicly for this case though is that two different payments were attempted to the WePay system, both of which were rejected by our Trust and Safety Team because we could not verify the information provided. The money has been returned back to the payers, so WePay has none of their money and there are no funds to send out to the customer who filed this complaint.
Regards,
The WePay Customer Delight Team

Revdex.com.. WEPAY IS HOLDING FUNDS THAT DOES NOT BELONG TO THEM. I WILL NOT CLOSE THIS TILL THEY RELEASE THE FUNDS TO ME!!!! THIS HAS GONE ON FOR OVER 2 MO'S AND THIS HERE IS A GOOD EXAMPLE OF WHAT I HAVE BEEN GOING THRU FOR 2 MO'S. HAD WEPAY NOT BEEN TAKING MONEY OUT OF MY BANK ACCOUNT .. I WOULD HAVE NEVER CHANGED MY PASSWORD IN A HURRY BECUZ I COULD NOT GET INTOUCH WITH WEPAY BY PHONE TO FIND OUT WHAT WAS GOING ON. WHEN I NOTIFIED OTHERS AS TO WAY THIS WAS HAPPENING.. OTHERS SAID TO CHANGE MY PASSWORD IMMEDIATELY I MAY HAVE BEEN HACKED. BECUZ I WAS FRANTIC AND COULDN'T GET INTOUCH WITH ANYONE FROM WEPAY.. .. I CHANGED THE PASSWORD TO A COMPLICATED PASSWORD AND THEN FORGOT WHAT IT WAS. WHEN I TRIED TO REACH THEM BY EMAIL .... THE RESPONSE FROM THEM WAS AN AUTOMATIC EMAIL. I PROVIDED WEPAY WITH THE ORIGINAL PHONE NUMBER I HAD ON FILE. I WASNT AWARE WHEN I CHANGED MY CELL NUMBER THAT I HAD TO UPDATE IT ON WEPAY. BUT I HAD NO INTENTIONS OF DOING ANOTHER FUNDRASIER SO THE THOUGHT OF IT NEVER CROSSED MY MIND. NOW.. WEPAY DOES HAVE MY BANK ACCT INFO SO I CAN PROVE MY IDENITY THAT WAY. WHO IN THEIR RIGHT MIND WOULD SEND THEIR ID OVER THE INTERNET TO A COMPANY THAT DOESNT EVEN HAVE A WAY TO CONTACT THEM IN THE EVENT A PERSON IS HACKED??? I WOULD ALSO SUGGEST THAT THE Revdex.com INFORCE WEPAY TO HAVE A WORKING PHONE NUMBER SO ISSUES LIKE THIS CAN BE RECTIFIED ON A TIMLY!!!!! IN ADDITION, I AM ASKING WEPAY TO PUT BACK UP THE FUNDRAISER FOR COCO.

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

Initial Business Response /* (1000, 12, 2015/02/10) */
The customer setup an account with GoFundMe and WePay to collect donations. They then were identified as fraudulent and our team worked to close down the account and refund any pending donations. Those donations that had not been...

collected were refunded back to the donors.
The account was then closed down as we cannot process for fraudulent activity.

Initial Business Response /* (1000, 5, 2015/05/27) */
Hi [redacted],
We have been working with you in partnership with GoFundMe to get this issue resolved and get you your funds ASAP. The main issue was the wrong name was on file so the bank, not WePay, was rejecting the deposits to your bank...

account.
Now that the correct name is listed on the account, when the next deposit is sent out, it should match up with what the bank has on file although at the end of the day, it is up to the bank to accept the funds, not WePay.
GoFundMe wiped the personal info, so we'll need that entered in once more as well, then you'll be good to go! Please go to wepay.com/home, and then click on the 'Settings' gear on the right side next to your balance. From there, click on the 'Trust Center' tab. There you can fill in your personal information to verify your identity.
Please let us know if we can help with anything else!
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because I have reached out to Wepay SEVERAL times letting them know in order for me to log into the Wepay as count it continuously asks me for a 6 digit to continue. When I press the print to have this code sent to my phone so I can continue it never arrives. This has been a back and forth situation from Wepay with no real results. When they responded to you it was very detailed and intricate. When the respond to me they NEVER help me get past my problem. I need HELP!!
Final Business Response /* (4000, 10, 2015/06/05) */
Hi [redacted],
From looking in the system now, it appears that you were able to access the account after reaching out to GoFundMe per our original instructions. The funds have been withdrawn now so you should be all set now.
If for any reason you do need assistance though, always know you can email us at [redacted]@wepay.com and we'll be here to help.
Thank you,
WePay Customer Delight Team

WePay is an absolute trash service. They closed my [redacted] account without warning and without probable cause. They refused to communicate with me, nor did they communicate to me why they did what they did. Some of my donors never got their money back. This trash institution needs to have a lesson in customer service; outside of the [redacted], there are more negative reviews. Never use this sad excuse of an institution - very shady.

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

Hello [redacted],We apologize for any inconvenience, however, the 2-step authentication is intended to keep our users' accounts secure.We would be happy to disable the authentication code feature if you are able to provide:- Your original phone number. This would be the one that...

you had previously added to the account. - A copy of your government-issued ID. You can attach a scanned copy of a photo of the ID to this email.Unfortunately, we cannot reset the authentication code if you are not able to provide these items. If you have any other questions please feel free to respond to the open email tickets we already have you with or email [email protected] directly. We thank you for your cooperation and understanding!Best,WePay Customer Delight

Terrible company put my initial deposit on hold for a dispute and then after challenging the dispute providing the overwhelming evidence. They ruled in favor of the scammer that scammed me and they allowed to happen.

(The consumer indicated he/she DID NOT accept the response from the business.)I would like the Revdex.com to get involved. Wepay is NOT responding on a timely manner. Perfect reason why I will not send my ID over the internet. Even when you send an email, what you get is an automated email then it takes FOREVER to get their stuff to reply. They do have my bank acct info so if they needed to prove I am the owner of the account, I could provide that info. PLEASE Revdex.com.. Wepay is holding monies in the account and we need it released.

Initial Business Response /* (1000, 8, 2015/07/10) */
I'm sorry to hear you're having trouble with the verification code to log into your GoFundMe/WePay account. If you need to have a new code sent out, you [redacted] need to contact GoFundMe's team directly. You can reach them at the link...

below. For security purposes, unfortunately, I am unable to send this code out on GoFundMe's behalf.
http://support.gofundme.com/home
You mentioned making an account to raise funds for your granddaughter's graduation. It's best to transfer the account over to the beneficiary, so that they may then be able to enter their personal and banking information. That is something the GoFundMe team can help you with as well. Just reach out to them at http://support.gofundme.com/home and let them know that you want to transfer the account to someone else. They [redacted] walk you through the steps needed to make that change. Once done, they [redacted] let us know to reflect those changes on our end. That's all there is to it!

It is now a week and I have still no response from Wepay. I do believe there is corruption going on. Why isnt anyone responding???? I keep getting emails from their staff members telling me to send them a Photo ID. I didnt have to go thru this when getting a new Social Security Card over the phone. Revdex.com needs to look into this.

Initial Business Response /* (1000, 5, 2015/08/06) */
The transfer of funds started on 07/28 using the bank information the account holder provided. The funds then returned to the WePay account on 08/05. 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, 2015/07/08) */
Hi [redacted],
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 you. For 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

(The consumer indicated he/she DID NOT accept the response from the business.)AGAIN... I DO NOT TRUST sending my ID over the Internet. Why would I trust wepay when you dont even have a working phone number to reach out to someone????????? You need to figure out another way. It took you so long to reply to this complaint and I should trust this company to send my ID??? I did pass along the original number that was assigned to the account but since then, my phone number was changed. The number on the account was [redacted]. Now I can provide my updated number here and I'm sure it can be changed on your end. I did find my password that I believe I changed it to yet.. I cant get into wepay.I would suggest you reply on a timely manner. I will keep going till this is taken care of. Your holding monies in an account that needs to be sent to save a dog's life or it will DIE.