Initial Business Response / [redacted] (1000, 8, 2015/07/10) */ I'm sorry to hear you're having trouble with the verification code to log into your GoFundMe/WePay accountIf you need to have a new code sent out, you [redacted] need to contact GoFundMe's team directlyYou can reach them at the link belowFor 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 graduationIt's best to transfer the account over to the beneficiary, so that they may then be able to enter their personal and banking informationThat is something the GoFundMe team can help you with as wellJust reach out to them at http://support.gofundme.com/home and let them know that you want to transfer the account to someone elseThey [redacted] walk you through the steps needed to make that changeOnce done, they [redacted] let us know to reflect those changes on our endThat's all there is to it!
Complaint: [redacted] I am rejecting this response because the company held my payments for SEVEN business daysThis was beyond their word of "2-business days." It was no service to me and kept me from paying bills.Sincerely, [redacted]
Your available balance has been placed in reserve for days to cover any chargebacks/disputes that may occurYou also have the option to request to have these payments refunded if you do not wish to wait the 60-day periodJune 3rd, 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
Initial Business Response / [redacted] (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 accountWe 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 / [redacted] (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 / [redacted] (4000, 10, 2015/08/06) */ Customer initiated a chargeback and the funds left WePay's account and went to American Express on 7/13/and 7/24/2015, for the amounts of $and $428.40, respectivelyWePay 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 / [redacted] (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 $is being held by we payAmex 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 [redacted] (CustomMade Support) Aug 6, 9:AM [redacted] , It can sometimes take several days for funds to transfer between financial institutionsEven though the case closed yesterday, it could take several business days for the funds to register with AMEX Best, [redacted] CustomMade Support AGN AGN Aug 5, 9: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 absurdIf 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: [redacted] (CustomMade Support) Date: Wed, Aug 5, at 9:AM Subject: CustomMade Support Re: Fwd: bookcase delivery To: AGN AGN AGN Aug 5, 9:AM Great I [redacted] wait till the funds go to Amex Thank you [redacted] (CustomMade Support) Aug 5, 9:AM [redacted] , Thank you [redacted] Below is some additional information from WePayLooks like everything should be resolved shortly, and that you [redacted] receive the $ "I dug into this one a little further and it looks like the issue is with how American Express filed the chargebackThe $was resolved immediately, which is why the Buyer received her funds right awayHowever, American Express filed the $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, [redacted] CustomMade Support AGN AGN Aug 4, 7: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 seenThat is not what I had agreed with custom made I did have several communications with custom made prior to going to my credit carI 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 JUN
Complaint: [redacted] I am rejecting this response because: I had entered an original ticket (ID [redacted] ) which was answered, and then immediately closed and considered "solved" 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] I included ALL of the requested information in Ticket [redacted] BOTH tickets were closed, with INABILITY TO COMMENT BACK, and marked as "solved" WePay continued to inform FreshBooks that I had not responded to their question, AS SHOWN IN THIS RESPONSE It is now 4:PM (EST) on Monday, November 13, 2017, and NO FURTHER PROGRESS HAS BEEN MADE IN SOLVING MY ISSUE THEY MARKED "SOLVED" I still have nearly $1,sitting in Settlement Phase, PENDING, when I should have received that money already 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] ***
Unfortunately, even though we challenged the payer dispute on your behalf, the bank decided to rule in favor of the payerBecause 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 companyUnfortunately, once a decision is made, WePay can no longer contest the dispute.We understand your frustration and would like to apologize for the inconvenience
EMAIL FROM CONSUMER:***SEE ATTACHED***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 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)
Our processor holds us to high standards and has rules regarding accounts that are seen as high-riskIf 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 accountFor more information, you can read our Terms of Service, available here: [redacted] Section explains this in further detail.The funds will be held for days, and will be released to you once this time frame has completedWe sincerely apologize for any inconvenience and wish you the best of luck finding a payment processor that better suits your needs
Hi ***, 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
Complaint: [redacted] I am rejecting this response because: they refer me to the terms of serviceAs I stated, none of my business activities is listed thereIts as simple as thatNothing under high risk applies to my businessSo the reality is they will cancel for no reason and then just say its high riskThis is dishonest.I didn't ask you to reveal your magical dark arts to determine who was a high riskI asked you to tell me what area of your stated TOS I fell underThat should be pretty simple for you to doNot to mention a reasonable thing to do Sincerely, [redacted] ***
Initial Business Response / [redacted] (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
Complaint: [redacted] I am rejecting this response because: I did not ask for the reason my account was closedI frankly don't care about thatHowever you guys basically stole my money and won't hand it overI would like the money that you guys are holding into my bank account asap Sincerely, [redacted]
Hi there, Thanks for your reply Please note that your account has not been closedThe funds still remain in your WePay accountThere was a deleted account associated with your email addressHowever, 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 pageTo 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:b I spent over hours trying to starighten this out and finding a contact for you was very difficultI would like a wy when there is a problem I can reach someone directly Sincerely, [redacted]
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 accountYour cooperation and understanding is greatly appreciated!Best,WePay Customer Delight
Hi there, Thanks for reaching out I apologize for any inconvenience this may have causedI can see that you're using WePay through FreshBooks and they have been in communication with us regarding your accountThe 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 youPlease 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
Hi there, Thanks for reaching out I'm sorry to hear about thisHowever, the $charge that you mentioned was a payment to the [redacted] teamSince they do not charge their users fees, they ask donors to make contributions in order for them to keep their services availableIf you would like a refund for the $5.00, please reach out to the [redacted] team here: [redacted] or [redacted] Regards, ***WePay | Customer Delight [redacted] | wepay.comMore questions? Check out our Help Center [redacted]
Hi there, I'm terribly sorry for any inconvenience this may have causedHowever, the quoted 2-business days applies to our standard processing time for withdrawalsIt looks like your funds were in a state of reservesWe typically hold funds in reserves to protect merchants from any chargebacks or refunds that may occurFor additional information regarding reserves, you can view section of our Terms of Service here: [redacted] Regards, WePay Customer Delight
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 $ That payment to me failed about 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]
I would like to put in a very positive review for ***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 pieNone 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 nowThanks [redacted] for all your help...hope you get a raise or bonus out of thisBob Sands, SCORE, Madison Wi
Initial Business Response / [redacted] (1000, 8, 2015/07/10) */ I'm sorry to hear you're having trouble with the verification code to log into your GoFundMe/WePay accountIf you need to have a new code sent out, you [redacted] need to contact GoFundMe's team directlyYou can reach them at the link belowFor 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 graduationIt's best to transfer the account over to the beneficiary, so that they may then be able to enter their personal and banking informationThat is something the GoFundMe team can help you with as wellJust reach out to them at http://support.gofundme.com/home and let them know that you want to transfer the account to someone elseThey [redacted] walk you through the steps needed to make that changeOnce done, they [redacted] let us know to reflect those changes on our endThat's all there is to it!
Complaint: [redacted] I am rejecting this response because the company held my payments for SEVEN business daysThis was beyond their word of "2-business days." It was no service to me and kept me from paying bills.Sincerely, [redacted]
Your available balance has been placed in reserve for days to cover any chargebacks/disputes that may occurYou also have the option to request to have these payments refunded if you do not wish to wait the 60-day periodJune 3rd, 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
Initial Business Response / [redacted] (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 accountWe 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 / [redacted] (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 / [redacted] (4000, 10, 2015/08/06) */ Customer initiated a chargeback and the funds left WePay's account and went to American Express on 7/13/and 7/24/2015, for the amounts of $and $428.40, respectivelyWePay 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 / [redacted] (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 $is being held by we payAmex 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 [redacted] (CustomMade Support) Aug 6, 9:AM [redacted] , It can sometimes take several days for funds to transfer between financial institutionsEven though the case closed yesterday, it could take several business days for the funds to register with AMEX Best, [redacted] CustomMade Support AGN AGN Aug 5, 9: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 absurdIf 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: [redacted] (CustomMade Support) Date: Wed, Aug 5, at 9:AM Subject: CustomMade Support Re: Fwd: bookcase delivery To: AGN AGN AGN Aug 5, 9:AM Great I [redacted] wait till the funds go to Amex Thank you [redacted] (CustomMade Support) Aug 5, 9:AM [redacted] , Thank you [redacted] Below is some additional information from WePayLooks like everything should be resolved shortly, and that you [redacted] receive the $ "I dug into this one a little further and it looks like the issue is with how American Express filed the chargebackThe $was resolved immediately, which is why the Buyer received her funds right awayHowever, American Express filed the $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, [redacted] CustomMade Support AGN AGN Aug 4, 7: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 seenThat is not what I had agreed with custom made I did have several communications with custom made prior to going to my credit carI 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 JUN
Complaint: [redacted] I am rejecting this response because: I had entered an original ticket (ID [redacted] ) which was answered, and then immediately closed and considered "solved" 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] I included ALL of the requested information in Ticket [redacted] BOTH tickets were closed, with INABILITY TO COMMENT BACK, and marked as "solved" WePay continued to inform FreshBooks that I had not responded to their question, AS SHOWN IN THIS RESPONSE It is now 4:PM (EST) on Monday, November 13, 2017, and NO FURTHER PROGRESS HAS BEEN MADE IN SOLVING MY ISSUE THEY MARKED "SOLVED" I still have nearly $1,sitting in Settlement Phase, PENDING, when I should have received that money already 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] ***
Unfortunately, even though we challenged the payer dispute on your behalf, the bank decided to rule in favor of the payerBecause 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 companyUnfortunately, once a decision is made, WePay can no longer contest the dispute.We understand your frustration and would like to apologize for the inconvenience
EMAIL FROM CONSUMER:***SEE ATTACHED***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 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)
Our processor holds us to high standards and has rules regarding accounts that are seen as high-riskIf 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 accountFor more information, you can read our Terms of Service, available here: [redacted] Section explains this in further detail.The funds will be held for days, and will be released to you once this time frame has completedWe sincerely apologize for any inconvenience and wish you the best of luck finding a payment processor that better suits your needs
Hi ***, 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
Complaint: [redacted] I am rejecting this response because: they refer me to the terms of serviceAs I stated, none of my business activities is listed thereIts as simple as thatNothing under high risk applies to my businessSo the reality is they will cancel for no reason and then just say its high riskThis is dishonest.I didn't ask you to reveal your magical dark arts to determine who was a high riskI asked you to tell me what area of your stated TOS I fell underThat should be pretty simple for you to doNot to mention a reasonable thing to do Sincerely, [redacted] ***
Initial Business Response / [redacted] (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
Complaint: [redacted] I am rejecting this response because: I did not ask for the reason my account was closedI frankly don't care about thatHowever you guys basically stole my money and won't hand it overI would like the money that you guys are holding into my bank account asap Sincerely, [redacted]
Hi there, Thanks for your reply Please note that your account has not been closedThe funds still remain in your WePay accountThere was a deleted account associated with your email addressHowever, 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 pageTo 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:b I spent over hours trying to starighten this out and finding a contact for you was very difficultI would like a wy when there is a problem I can reach someone directly Sincerely, [redacted]
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 accountYour cooperation and understanding is greatly appreciated!Best,WePay Customer Delight
Hi there, Thanks for reaching out I apologize for any inconvenience this may have causedI can see that you're using WePay through FreshBooks and they have been in communication with us regarding your accountThe 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 youPlease 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
Hi there, Thanks for reaching out I'm sorry to hear about thisHowever, the $charge that you mentioned was a payment to the [redacted] teamSince they do not charge their users fees, they ask donors to make contributions in order for them to keep their services availableIf you would like a refund for the $5.00, please reach out to the [redacted] team here: [redacted] or [redacted] Regards, ***WePay | Customer Delight [redacted] | wepay.comMore questions? Check out our Help Center [redacted]
Hi there, I'm terribly sorry for any inconvenience this may have causedHowever, the quoted 2-business days applies to our standard processing time for withdrawalsIt looks like your funds were in a state of reservesWe typically hold funds in reserves to protect merchants from any chargebacks or refunds that may occurFor additional information regarding reserves, you can view section of our Terms of Service here: [redacted] Regards, WePay Customer Delight
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 $ That payment to me failed about 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]
I would like to put in a very positive review for ***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 pieNone 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 nowThanks [redacted] for all your help...hope you get a raise or bonus out of thisBob Sands, SCORE, Madison Wi