Wepay, Inc.

Hi there,
I'm terribly sorry for the trouble. Could you please send an email over to [redacted]? I'll have a Customer Delight Team member check it out.
 
Regards,
WePay Customer Delight

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

Hello there,Thanks for writing in! I see we have been in communication with you as well as the couple using [redacted]. We were able to successfully place the funds back in their account. Your cooperation and understanding is greatly appreciated!Best,WePay Customer Delight

EMAIL FROM CONSUMER:[redacted]SEE ATTACHED[redacted]Hi, [redacted]I spoke to you on Thursday March 24th in reference to Wepay.I apologize for not getting this email out to you on Friday morning.After picking up our rescue dogs that arrived from Egypt we had to spend the day on Friday at the vets due to 3 dogs arriving very ill.I've included my DL attached to this email.The phone number on file that I originally had was [redacted].My new number is [redacted]Wepay is holding monies that needs to be released to me.I would like to get this finalized.Thank you, Darlene Ferro(IMG1014.JPG)

Complaint: [redacted]I am rejecting this...

response because:     I have already written to their "support customer delight" team twice as referenced in the original complaint.   They said they refunded all donations,  yet when we discuss with our supporters,  they did not receive refunds.   I've attached the last screenshot I got from my account reflecting a balance of $1471.20.  That payment to me failed about 4 days in a row before I was told the account was closed and I could no longer access.
Again,  Many of my supporters have said they did not receive refunds,   and I certainly did not receive the funds in there.   I also need an explanation as to why this happened.Sincerely,[redacted]

Initial Business Response /* (1000, 13, 2015/02/10) */
The customer is requesting partial refunds on the transaction fee that was assessed on the initial purchase when they made a partial refund. Unfortunately this is not possible and this is why.
When a payment is processed, the 2.7%...

that WePay charges covers the cost that we incur to process that payment with the credit card companies and our gateway processor. That amount they charge is for the total amount being processed and [redacted] not be refunded at a later date by the credit card company or gateway processor, so we are unable to refund that amount as well.
This was explained to the customer who insisted that they receive partial refunds with PayPal and other processors. That might be the case with them, but each payment processor works differently and unfortunately we are not issued these refunds so are unable to offer them back either.
Initial Consumer Rebuttal /* (3000, 15, 2015/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe it. Why can other processors refund the fees assessed on the money that has been refunded?
Final Consumer Response /* (4200, 23, 2015/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is WePays policy based on something that isn't true. They are lying when they say Credit card processors don't refund the fees they collect on partial refunds. By not doing so, WePay is collecting fees for money they didn't process. Their goal here is to keep money they aren't owed and hide behind a company policy euphemism for theft. The matter isn't closed. They kept fees that were not oroceesed by them and I'm sure there are thousands of customers who have been ripped off the same way.
Final Business Response /* (4000, 21, 2015/02/12) */
Again, I am sorry we are not able to completely satisfy Mr. [redacted]'s request. This is the company's policy at this time, and we are continuing to follow it. WePay considers this matter closed.

(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.

Initial Business Response /* (1000, 5, 2015/07/08) */
Hi [redacted],
We wanted to let you know that the information you provided does link up to what we are seeing as well and currently two debits from your bank account have been made. We are working on this issue as we speak to have it...

corrected.
Since this recent attempt of recovering $367.80 from your bank account accidentally went through, as soon as we have the recovery attempt from 5/22 updated to show it completed, we [redacted] send that money back to you. We are extremely sorry for all of the trouble this has caused.
Our colleague who you have been emailing already [redacted] be following up with you as soon as he hears back from our engineering team.
Thank you,
The WePay Customer Delight Team
Initial Consumer Rebuttal /* (3000, 7, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree two debits have been made. The dates are incorrect. There was a block on any debit attempts by WePay on my account from 5/19/15 through the morning of 5/26/15. In the morning of May 26, 2015 I removed the block and a confirmed debit of $367.80 was made by WePay. On May 27, 2015 WePay again debited my account. I filed a claim to recover the second deduction, and my bank recovered the amount. The bank requested (and I agreed) to put the block back on my account to thwart any further attempts by WePay to debit my account. So a block against WePay has been in effect from late afternoon of 5/27/15 and is still in effect.
WePay does not owe me any money. I just need WePay to stop attempting to debit my account.

Final Business Response /* (4000, 18, 2015/09/16) */
Hi [redacted],
To fully put this issue to rest now, we [redacted] follow up with you with the two items you have requested so you have evidence you do not owe any funds and that we can delete the account for you. We [redacted] follow up via email directly.
-The WePay Customer Delight Team
Final Consumer Response /* (2000, 20, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a receipt from WePay showing account balance $0. The WePay Customer Delight Team ([redacted] R) has assured me there [redacted] be no more attempts to collect money from me.