WePay is an absolute trash serviceThey closed my [redacted] account without warning and without probable causeThey refused to communicate with me, nor did they communicate to me why they did what they didSome of my donors never got their money backThis trash institution needs to have a lesson in customer service; outside of the [redacted] , there are more negative reviewsNever use this sad excuse of an institution - very shady
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.comWEPAY IS HOLDING FUNDS THAT DOES NOT BELONG TO THEMI WILL NOT CLOSE THIS TILL THEY RELEASE THE FUNDS TO ME!!!! THIS HAS GONE ON FOR OVER MO'S AND THIS HERE IS A GOOD EXAMPLE OF WHAT I HAVE BEEN GOING THRU FOR MO'SHAD 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 ONWHEN I NOTIFIED OTHERS AS TO WAY THIS WAS HAPPENINGOTHERS SAID TO CHANGE MY PASSWORD IMMEDIATELY I MAY HAVE BEEN HACKEDBECUZ I WAS FRANTIC AND COULDN'T GET INTOUCH WITH ANYONE FROM WEPAYI CHANGED THE PASSWORD TO A COMPLICATED PASSWORD AND THEN FORGOT WHAT IT WASWHEN I TRIED TO REACH THEM BY EMAIL THE RESPONSE FROM THEM WAS AN AUTOMATIC EMAILI PROVIDED WEPAY WITH THE ORIGINAL PHONE NUMBER I HAD ON FILEI WASNT AWARE WHEN I CHANGED MY CELL NUMBER THAT I HAD TO UPDATE IT ON WEPAYBUT I HAD NO INTENTIONS OF DOING ANOTHER FUNDRASIER SO THE THOUGHT OF IT NEVER CROSSED MY MINDNOWWEPAY DOES HAVE MY BANK ACCT INFO SO I CAN PROVE MY IDENITY THAT WAYWHO 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
Complaint: [redacted] I am rejecting this response because: according to the terms of service, these are the high risk businessesWe are not covered by any of these or the other prohibited activitiesI want to know what activity we performed that violted the TOSAt this point, by saying we are risk, you have accused us of some sort of disreputable activityI want to know what that isI 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 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] ***
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] ***
Sorry to hear about your experience!Please note that WePay has a hour response time as per our support pageI 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 furtherIf you're still experiencing issues, please continue to work with them or the FreshBooks team
Initial Business Response / [redacted] (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 $to the bank account listed here in the system by the customer on 12/26/By the morning of 12/27/15, the WePay system shows the funds received by the bankWhether 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 timelineAlso 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 packageFor 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
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 numberThis would be the one that you had previously added to the account- A copy of your government-issued IDYou 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 itemsIf you have any other questions please feel free to respond to the open email tickets we already have you with or email [email protected] directlyWe thank you for your cooperation and understanding!Best,WePay Customer Delight
(The consumer indicated he/she DID NOT accept the response from the business.)AGAINI DO NOT TRUST sending my ID over the InternetWhy would I trust wepay when you dont even have a working phone number to reach out to someone????????? You need to figure out another wayIt 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 changedThe number on the account was [redacted] ***Now I can provide my updated number here and I'm sure it can be changed on your endI did find my password that I believe I changed it to yetI cant get into wepay.I would suggest you reply on a timely mannerI will keep going till this is taken care ofYour holding monies in an account that needs to be sent to save a dog's life or it will DIE
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 accountWith 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 accountsIf your account held a balance, all transactions leading up to that balance have been refundedWePay will not take possession of any funds in a closed account Regards, WePay Customer Delight Team
Initial Business Response / [redacted] (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 refundUnfortunately 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 processorThat 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 processorsThat 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 / [redacted] (3000, 15, 2015/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe itWhy can other processors refund the fees assessed on the money that has been refunded? Final Consumer Response / [redacted] (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 trueThey are lying when they say Credit card processors don't refund the fees they collect on partial refundsBy not doing so, WePay is collecting fees for money they didn't processTheir goal here is to keep money they aren't owed and hide behind a company policy euphemism for theftThe matter isn't closedThey 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 / [redacted] (4000, 21, 2015/02/12) */ Again, I am sorry we are not able to completely satisfy Mr [redacted] 's requestThis is the company's policy at this time, and we are continuing to follow itWePay considers this matter closed
(The consumer indicated he/she ACCEPTED the response from the business.)I understand reviews need to be conductedThe 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 doneI made an account and everything seemed clear until I actually wanted to use itYou had more than enough information to verify who I wasThank you for resolving the issue of the payment
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] ***
This final decision was made by the card issuing bank, not by WePayWePay 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
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 meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 13, 2015/07/08) */ Hi ***, 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 inconvenienceA chargeback is when your payer initiates a dispute on the transaction through their credit card companyThe credit card company immediately removes the funds from WePay and sets them aside while they conduct their investigationTo 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 youChargebacks are a burden on WePay as wellWe are willing to be your advocate and fight this chargeback on your behalfIf 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 youOnce the information is submitted to the credit card company, it can take up to days for them to communicate their decision to usAs 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 assistanceYou can email us at [redacted] @wepay.com Thank you, The WePay Customer Delight Team Initial Consumer Rebuttal / [redacted] (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 thisI do not feel this would be my responsibility and should not have to pay this backIf someone has made a payment they should not be able to retract thatI 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 / [redacted] (4000, 17, 2015/07/10) */ Hi ***, We completely understand the frustration that you have about a donation being disputed by the payerThis refund was made not by WePay and we did not even approve itThis was a dispute by the payer's credit card company and they immediately pulled out the funds before we could fight on your behalfUnfortunately this part of the risk of collecting payments onlineJust like you can dispute a charge on your credit card that you claim you did not make, so too can any donorWhile 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 / [redacted] (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 pageIf I would have known people that donated could request a refund I probably would not even had done thisIt 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.comI [redacted] never use this service again, nor [redacted] I ever recommend it to anyone
Initial Business Response / [redacted] (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 accountWePay 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 accountWe wish the customer and their business all the best -The WePay Customer Delight Team
Initial Business Response / [redacted] (1000, 8, 2015/12/17) */ There was an initial payment that was attempted in the amount of $5,which was deemed fraudulent by our Trust and Safety TeamThe transaction never reached completionAs a result the receiving account was shut down Upon further investigation, the receiving account was re-openedAll 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 / [redacted] (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 accountFirst of all Wepay.com has never informed me that their were any issues with any of the fundsIt 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 platformI 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 onlineIt 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 refundNormally 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 purposesIt 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 bankAccording 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 claimAs 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 issuesWepay 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 accountPerhaps Wepay can provide proof to the Revdex.com what charges were funded and to what account the funds we deposited intoI do not believe I can log into Wepay.com any longerAs 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 satisfiedI was aware of a charge of $5,000.00, and an additional charge of if there were other they would be betterI understand issues arise but as long as they are cleari.comfied I would only then be able to praise themI await confirmation of my funds [redacted] The Data Docs XXX-XXX-XXXX Final Business Response / [redacted] (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 ComplianceAs well, the customer is emailing in from an email that is not on file with WePayIf 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 providedThe 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
As mentioned previously, if an account is deemed susceptible to a high chargeback or dispute rate, our processor will stop processing for the accountThis review process is proprietary and cannot be disclosed in more detail to youFor more information, you may read our Terms of Service, available here: [redacted] Section in particular explains this furtherWe apologize again for any inconvenience and wish you the very best in finding a payment processor that better suits your needs
Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Hi ***, 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 madeWe are working on this issue as we speak to have it corrected Since this recent attempt of recovering $from your bank account accidentally went through, as soon as we have the recovery attempt from 5/updated to show it completed, we [redacted] send that money back to youWe 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 / [redacted] (3000, 7, 2015/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree two debits have been madeThe dates are incorrectThere was a block on any debit attempts by WePay on my account from 5/19/through the morning of 5/26/In the morning of May 26, I removed the block and a confirmed debit of $was made by WePayOn May 27, WePay again debited my accountI filed a claim to recover the second deduction, and my bank recovered the amountThe bank requested (and I agreed) to put the block back on my account to thwart any further attempts by WePay to debit my accountSo a block against WePay has been in effect from late afternoon of 5/27/and is still in effect WePay does not owe me any moneyI just need WePay to stop attempting to debit my account Final Business Response / [redacted] (4000, 18, 2015/09/16) */ Hi ***, 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 youWe [redacted] follow up via email directly -The WePay Customer Delight Team Final Consumer Response / [redacted] (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 $The WePay Customer Delight Team ( [redacted] R) has assured me there [redacted] be no more attempts to collect money from me
WePay is an absolute trash serviceThey closed my [redacted] account without warning and without probable causeThey refused to communicate with me, nor did they communicate to me why they did what they didSome of my donors never got their money backThis trash institution needs to have a lesson in customer service; outside of the [redacted] , there are more negative reviewsNever use this sad excuse of an institution - very shady
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.comWEPAY IS HOLDING FUNDS THAT DOES NOT BELONG TO THEMI WILL NOT CLOSE THIS TILL THEY RELEASE THE FUNDS TO ME!!!! THIS HAS GONE ON FOR OVER MO'S AND THIS HERE IS A GOOD EXAMPLE OF WHAT I HAVE BEEN GOING THRU FOR MO'SHAD 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 ONWHEN I NOTIFIED OTHERS AS TO WAY THIS WAS HAPPENINGOTHERS SAID TO CHANGE MY PASSWORD IMMEDIATELY I MAY HAVE BEEN HACKEDBECUZ I WAS FRANTIC AND COULDN'T GET INTOUCH WITH ANYONE FROM WEPAYI CHANGED THE PASSWORD TO A COMPLICATED PASSWORD AND THEN FORGOT WHAT IT WASWHEN I TRIED TO REACH THEM BY EMAIL THE RESPONSE FROM THEM WAS AN AUTOMATIC EMAILI PROVIDED WEPAY WITH THE ORIGINAL PHONE NUMBER I HAD ON FILEI WASNT AWARE WHEN I CHANGED MY CELL NUMBER THAT I HAD TO UPDATE IT ON WEPAYBUT I HAD NO INTENTIONS OF DOING ANOTHER FUNDRASIER SO THE THOUGHT OF IT NEVER CROSSED MY MINDNOWWEPAY DOES HAVE MY BANK ACCT INFO SO I CAN PROVE MY IDENITY THAT WAYWHO 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
Complaint: [redacted] I am rejecting this response because: according to the terms of service, these are the high risk businessesWe are not covered by any of these or the other prohibited activitiesI want to know what activity we performed that violted the TOSAt this point, by saying we are risk, you have accused us of some sort of disreputable activityI want to know what that isI 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 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] ***
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] ***
Sorry to hear about your experience!Please note that WePay has a hour response time as per our support pageI 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 furtherIf you're still experiencing issues, please continue to work with them or the FreshBooks team
Initial Business Response / [redacted] (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 $to the bank account listed here in the system by the customer on 12/26/By the morning of 12/27/15, the WePay system shows the funds received by the bankWhether 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 timelineAlso 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 packageFor 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
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 numberThis would be the one that you had previously added to the account- A copy of your government-issued IDYou 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 itemsIf you have any other questions please feel free to respond to the open email tickets we already have you with or email [email protected] directlyWe thank you for your cooperation and understanding!Best,WePay Customer Delight
(The consumer indicated he/she DID NOT accept the response from the business.)AGAINI DO NOT TRUST sending my ID over the InternetWhy would I trust wepay when you dont even have a working phone number to reach out to someone????????? You need to figure out another wayIt 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 changedThe number on the account was [redacted] ***Now I can provide my updated number here and I'm sure it can be changed on your endI did find my password that I believe I changed it to yetI cant get into wepay.I would suggest you reply on a timely mannerI will keep going till this is taken care ofYour holding monies in an account that needs to be sent to save a dog's life or it will DIE
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 accountWith 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 accountsIf your account held a balance, all transactions leading up to that balance have been refundedWePay will not take possession of any funds in a closed account Regards, WePay Customer Delight Team
Initial Business Response / [redacted] (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 refundUnfortunately 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 processorThat 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 processorsThat 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 / [redacted] (3000, 15, 2015/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe itWhy can other processors refund the fees assessed on the money that has been refunded? Final Consumer Response / [redacted] (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 trueThey are lying when they say Credit card processors don't refund the fees they collect on partial refundsBy not doing so, WePay is collecting fees for money they didn't processTheir goal here is to keep money they aren't owed and hide behind a company policy euphemism for theftThe matter isn't closedThey 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 / [redacted] (4000, 21, 2015/02/12) */ Again, I am sorry we are not able to completely satisfy Mr [redacted] 's requestThis is the company's policy at this time, and we are continuing to follow itWePay considers this matter closed
(The consumer indicated he/she ACCEPTED the response from the business.)I understand reviews need to be conductedThe 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 doneI made an account and everything seemed clear until I actually wanted to use itYou had more than enough information to verify who I wasThank you for resolving the issue of the payment
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] ***
This final decision was made by the card issuing bank, not by WePayWePay 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
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 meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 13, 2015/07/08) */ Hi ***, 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 inconvenienceA chargeback is when your payer initiates a dispute on the transaction through their credit card companyThe credit card company immediately removes the funds from WePay and sets them aside while they conduct their investigationTo 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 youChargebacks are a burden on WePay as wellWe are willing to be your advocate and fight this chargeback on your behalfIf 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 youOnce the information is submitted to the credit card company, it can take up to days for them to communicate their decision to usAs 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 assistanceYou can email us at [redacted] @wepay.com Thank you, The WePay Customer Delight Team Initial Consumer Rebuttal / [redacted] (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 thisI do not feel this would be my responsibility and should not have to pay this backIf someone has made a payment they should not be able to retract thatI 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 / [redacted] (4000, 17, 2015/07/10) */ Hi ***, We completely understand the frustration that you have about a donation being disputed by the payerThis refund was made not by WePay and we did not even approve itThis was a dispute by the payer's credit card company and they immediately pulled out the funds before we could fight on your behalfUnfortunately this part of the risk of collecting payments onlineJust like you can dispute a charge on your credit card that you claim you did not make, so too can any donorWhile 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 / [redacted] (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 pageIf I would have known people that donated could request a refund I probably would not even had done thisIt 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.comI [redacted] never use this service again, nor [redacted] I ever recommend it to anyone
Initial Business Response / [redacted] (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 accountWePay 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 accountWe wish the customer and their business all the best -The WePay Customer Delight Team
Initial Business Response / [redacted] (1000, 8, 2015/12/17) */ There was an initial payment that was attempted in the amount of $5,which was deemed fraudulent by our Trust and Safety TeamThe transaction never reached completionAs a result the receiving account was shut down Upon further investigation, the receiving account was re-openedAll 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 / [redacted] (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 accountFirst of all Wepay.com has never informed me that their were any issues with any of the fundsIt 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 platformI 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 onlineIt 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 refundNormally 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 purposesIt 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 bankAccording 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 claimAs 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 issuesWepay 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 accountPerhaps Wepay can provide proof to the Revdex.com what charges were funded and to what account the funds we deposited intoI do not believe I can log into Wepay.com any longerAs 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 satisfiedI was aware of a charge of $5,000.00, and an additional charge of if there were other they would be betterI understand issues arise but as long as they are cleari.comfied I would only then be able to praise themI await confirmation of my funds [redacted] The Data Docs XXX-XXX-XXXX Final Business Response / [redacted] (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 ComplianceAs well, the customer is emailing in from an email that is not on file with WePayIf 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 providedThe 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
As mentioned previously, if an account is deemed susceptible to a high chargeback or dispute rate, our processor will stop processing for the accountThis review process is proprietary and cannot be disclosed in more detail to youFor more information, you may read our Terms of Service, available here: [redacted] Section in particular explains this furtherWe apologize again for any inconvenience and wish you the very best in finding a payment processor that better suits your needs
Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Hi ***, 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 madeWe are working on this issue as we speak to have it corrected Since this recent attempt of recovering $from your bank account accidentally went through, as soon as we have the recovery attempt from 5/updated to show it completed, we [redacted] send that money back to youWe 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 / [redacted] (3000, 7, 2015/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree two debits have been madeThe dates are incorrectThere was a block on any debit attempts by WePay on my account from 5/19/through the morning of 5/26/In the morning of May 26, I removed the block and a confirmed debit of $was made by WePayOn May 27, WePay again debited my accountI filed a claim to recover the second deduction, and my bank recovered the amountThe bank requested (and I agreed) to put the block back on my account to thwart any further attempts by WePay to debit my accountSo a block against WePay has been in effect from late afternoon of 5/27/and is still in effect WePay does not owe me any moneyI just need WePay to stop attempting to debit my account Final Business Response / [redacted] (4000, 18, 2015/09/16) */ Hi ***, 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 youWe [redacted] follow up via email directly -The WePay Customer Delight Team Final Consumer Response / [redacted] (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 $The WePay Customer Delight Team ( [redacted] R) has assured me there [redacted] be no more attempts to collect money from me