ComplaintsforPaysend US LLC

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  February 17 I use pay send to transfer $ *****, I received a link from them, I went to my bank online and completed the transfer. Paysend received my money, but it got stuck in their system, 3 times I was asking them to return my money, each and every time, case was created and they promised to get back to me, nothing was done. I asked for the manager and manager was not available. Each and every time representative I had was only available by chat and looks like they were outside ******, if they have difficulty to deal with the amount less than $70 I can imagine what could happened with the bigger amount.

  Business response

  03/12/2023

  [March 12th, 2022]
  
  Contact Name and Title: *************************** (Compliance Officer)
  Contact Email: ***************************************************
  Better Business Bureau
  
  RE: Customer: *******************************
  Complaint ID **********.
  
  Dear Bureau Representative,
  
  On March 2, 2022, Paysend received notice regarding the above-referenced complaint filed by ******************************* with the Better Business Bureau (BBB). 
  
  ******************************* has an account with PaySend ******, The PaySend money remittance service is provided by PaySend ****** Limited.
  
  We do understand the circumstances and empathize with the clients frustration. We want to assure our client that our team is working diligently to identify and resolve the issue as quickly as possible, so that we can issue the refund.
  
  Due to a technical issue within our systems, there has been a delay with providing our client with a refund. We truly appreciate our clients patience and understanding during this time and will keep our client updated on our progress every step of the way.
  
  We acknowledge that quite some time has passed and as such I have escalated this case accordingly to accelerate a swift resolution. Our goal is to ensure that our client receives the refund they are entitled to in a timely and efficient manner.
  PaySend sincerely apologizes for the frustration and inconvenience this matter may have caused. 
  
  
  Kind regards,
  ****** Compliance
  PaySend - Global Money Transfers
  
  

  Customer response

  03/13/2023

   
  Complaint: 19503292
  
  I am rejecting this response because: that business is lying, to return my money it is 5 min deal and they already took 2 weeks. It doesn't look like they have that intention.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company repeatedly freezes my account for no reason and holds transfers for days so I can't access my money. They hide behind saying they need to "verify" me and despite sending them my passport, credit card information, credit card statements, months of bank statements, and selfie photos of myself with various forms of ID, passport, and credit cards, they continue to freeze my account for no reason. I provided everything they asked for and they still refused to unlock my account. They lie saying that they don't store your personal information if you close your account but I can prove that they in fact do store your personal photos and documents for months after account closure. This company should be investigated for their shady business practices. Shame on you Paysend!

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/12/09) */ Contact Name and Title: ************** C.C.O Contact Email:******************** ********************** Street address of**** City, State, Zip RE: Customer ************ -Ref No. Ref#************************* Case# (*******). Dear ****** Representative, On November 28, 2022, Paysend received notice regarding the above-referenced complaint filed by Mr. ************ with the ********************** (***). ************ has an account, ************, with PaySend. The PaySend money remittance service is provided by PaySend **************, on behalf of Bank ****************** The**** Complaint was incorrectly assigned to Paysend US LLC, please see the response from Paysend **************: Based on the complaint documentation, Mr. ************ stated the following: 'This company repeatedly freezes my account for no reason and holds transfers for days so I can't access my money. They hide behind saying they need to "verify" me and despite sending them my passport, credit card information, credit card statements, months of bank statements, and selfie photos of myself with various forms of ID, passport, and credit cards, they continue to freeze my account for no reason. I provided everything they asked for and they still refused to unlock my account. They lie saying that they don't store your personal information if you close your account, but I can prove that they in fact do store your personal photos and documents for months after account closure. This company should be investigated for their shady business practices. Shame on you Paysend!.' Mr. ************ desired resolution is an explanation. We have reviewed Mr. ************'s Account history during the time in question. Key findings are summarized below. October 25th, 2022, at 10:52 am The client engaged with Paysend's customer service to inform them that the promo code that he used was not working. The client then spoke with a customer service agent where he explained that the promo code he used was applied successfully but decided not to proceed with the transfer. The client was then advised by the customer service agent that the promo code that he used was not confirmed since the client was at the cancellation stage, the system perceived the promo code to have been used. The agent then encouraged the client to apply the same promo code once more to which the client claimed he received an error message and his card was charged. In addition to his card being charged, he also mentioned that he had a transfer error. The agent then proceeded to ask for a screenshot of the error as well as a bank statement that reflected the charges on his card, as previously stated by the client. The agent advised that it can take up to an hour for an incomplete transfer to be declined and during that period, the promo code could not be used. The client then stated that prepaid cards do not give pdf bank statements, which suggests that the client was using a prepaid card. The client then provided a screenshot in jpeg format, showing a Paysend transfer of $3,000, followed by an ask to have the $3,000 go through or have it refunded. The agent advised that the card was not charged and suggested to the client ask his bank to provide an ****************** Number, which can serve as proof that the funds were taken from the client's card account and was credited to Paysend. The client stated that they are going to initiate a chargeback. The interaction between the agent and the client continued when the agent explained that the status of the funds could not be confirmed without an ****************** Number and which he can request from his bank. The client provided a screenshot illustrating that he attempted to make the transfer twice more but was met with a 'failed' status and a message that the recipient's identity will need to be verified. The client indicated that he is the recipient as he was sending to himself. He mentioned the has already verified himself multiple times through his submissions of IDs, bank statements, and other paperwork. The agent advises that the funds were returned to his bank and will be returned to his card in 3-5 business days. Additionally, the agent continues to advise the client that the recipient needs to provide the following: Their consent for the processing of personal data; Selfie The photo where your recipient can be seen clearly holding one of the following documents with a clearly visible photo of them and their full name: Passport; National ID card; Driving license. The client expressed his frustration and reiterated that he is the recipient and sent a selfie holding his passport. Initially the picture was not clear enough as expressed by the agent. The client resubmits a new image which was accepted. The client reengages with Customer Service on October 26th, 2022 at 10:14pm. The client inquires if he can now resend his payment seeing that his documents have already been submitted. The agent advises to expect a notification with the results in the next 24hrs. This interaction ends on October 26th, 2022 at 11:23 pm. On October 28, 2022 at 4:49 pm, the client reengages with Customer Service. The client requests that his account be unlocked or deleted. Customer services advises that in order to reopen his account, the following information is required: Reason for the transfer: A selfie with multiple cards that the client has on file A bank statement with transactions and income visible Any one supporting document which is wither an employer paystub, **** documents, a letter from a solicitor which could support his bank statement. The client expresses his frustration at the request as according to him he had already shown his passport and is willing to show his credit card, however, anything more and he would like his account closed. The client was advised that without the requested information the account will be deleted. The client then confirms that he would like his account deleted along with all of his information and that he will be filing complaints. The client inquired as to when his account will be closed, to which he was advised that it will take up to 24 hrs. The conversation ended on October 28th, 2022 at 5:14 pm. At the time, the client's account has been removed. PaySend sincerely apologizes for the frustration and inconvenience this matter may have caused you. We trust the information provided satisfies your inquiry and demonstrates that PaySend thoroughly investigated your complaint. Kind regards, Private Client Team PaySend - ********************** For frequently asked questions, visit our website or reach us at **************** Consumer Response /* (3000, 7, 2022/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is essentially agreeing with my complaint and apologizing, with no intention to change anything. Paysend's "verification process" is a black whole in which they continually ask you to submit more and more documents (which they keep on file) and it's at their whim if they decide to let unfreeze your account since there are no clear guidelines. You mentioned the promo code so let's discuss that. You offered a promo code and as soon as I tried to use it, you froze my account. Now why would that be? How many other accounts did you freeze in order to prevent them from getting a discount? You mentioned that I was using a prepaid card to transfer money. You advertise this as a feature of your service! If there's an issue with that, perhaps don't advertise it! Look at your reply. You asked me to submit paystubs, letter from employer, pictures of credit cards that I'm not using (since I already submitted a picture of the one I'm using), selfies, bank statements (of which I already provided 6 months and then you asked me questions about my personal transactions). Do you think this is a fair business practice? Do you ask all of your clients to do this? I know for a fact you don't! This means that you're being intentionally difficult and biased towards some customers. You say my account would be closed within 24 hours. It was not. You say my account has been "removed". Please confirm that you have also securely destroyed the sensitive, confidential information you insisted on me providing, and that you have no copies of these on email, paper, or any form of digital storage. For some reason, you shared my personal telephone number in your response to this complaint so obviously you still have that data on file as well. I would like that removed from your files and I do not give permission for that to be shared anywhere. Business Response /* (4000, 9, 2022/12/21) */ December 20th, 2022 Contact Name and Title: ************** C.C.O Contact Email:******************** ********************** RE: Customer ************ -Ref No. Ref#************************* Case# (*******). Dear ****** Representative, On November 28, 2022, Paysend received notice regarding the above-referenced complaint filed by Mr. ************ with the ********************** (***). ************ has an account, ************, with PaySend. The PaySend money remittance service is provided by PaySend US LLC, on behalf ******************************* We do understand the circumstances and empathize with the client's frustration. Due to the high volume of scams, fraud, and money laundering activities, at a certain value threshold, we are required by law to exercise common due diligence practices which include: Verify the registered user of the account's identity; Verify that the registered user of the account is also in possession of the card being used; Verify the source of funds being used; Verify the purpose of transactions. In order to carry out the practices mentioned above, we do request bank statements, pay stubs, credit cards and a selfie holding your method of identification / and or the cards from all our clients at the value threshold, in order to verify the overall activity, which not only protects the client from possible, fraud, scam and direct or indirect money laundering activities, but also allows us to operate within our legal obligations. At this moment the client's account has been deleted, however, we are required by law to maintain records for a minimum of 5 years, from the date of the last transaction made. (*****************************************************************************************************) PaySend sincerely apologizes for the frustration and inconvenience this matter may have caused you. We trust the information provided satisfies your inquiry and demonstrates that PaySend thoroughly investigated your complaint. Kind regards, Private Client Team PaySend - Global Money Transfers For frequently asked questions, visit our website or reach us at ****************

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been asked on several occasions to provide Personal Identifiable Data (PII) for the purposes of identification and validation of funds. Under Paysend ticket numbers ***************, and via communications with Paysend Global Support **************************************** I have provided my drivers license, bank statements, a Paysend specific form delineating whom I send money to and why i send money, Paystubs, and my passport card. Everyday I receive emails asking me to provide the same documentation I have been providing. Paysend keeps stating that I did not provide any of the documentation that was asked for and this is simply untrue and can be proven as such via emails threads with attachments.. I spoke with Rosa at Paysend customer support confirmed receipt of the documents several times and now because Paysend has taken well over 45 days, they are again asking me to re-send PII data. I have a grave concern as to how PII data is being handled pursuant to Federal Guidelines. The customer support is friendly and professional however, they are also poorly trained and lack competence . I am asking for my account to re-enabled. I am happy to furnish the documents containing PII so long as it is going to a single entity and not a general mailbox. Lastly please know that even when your spending limit is not reached, Paysend sometimes blocks your transaction and when you call Paysend, they say ut us a glitch and fix it within 48 hours usually. Supporting emails enclosed.

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/09/23) */ Dear Mr. **********, Please see our attached response for your complaint. Sincerely, Paysend US LLC

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used Paysend US LLC ( a licensed money transmitter NMLS ID *******) for a money transfer. Paysend license *********** MO Sale of Checks and Money Transmitter License (Statue). Money transmission services are provided by ************ of************. On February 27th I have used Paysend services to transfer $$$ in the sum of $500 ( transfer # **********). Immediately, the charge has been made to my ****** bank account (ARN ***********************). The transfer was unsuccessful and I was told to expect a refund. Since the company charged a small portion of the whole amount separately, I did receive 1.63$ back within 15 days. As for the rest of the $500 charge, it hasn't been refunded to this day. Paysend points fingers at their partners (which is ** of **). I tried reaching out to ************ of ** multiple times, and left a message, but they never got back to me. Paysend provided***************** and ***********. After conducting an investigation, my bank (******) wasn't able to trace anything. At this point I have reached out to Paysend via email, chat, *********, ********, *********, ********. I even emailed US CEO*****************, but to no avail. I have provided every document I was asked to provide by them. They do not offer a resolution and only file my complaints and ask to keep wait till they resolve it. . This money was meant for my retired parents overseas and I'm not in a position to just swallow this expense. Is there any legal action I can take in order to get back what is mine? I'd like for this transaction to be traced and amount to be refunded to my ****** bank account in timely manner considering its been going on since February. My bank account is pending closure as soon as I get this refund. Having to keep it open for extra 4 months, cost me multiple fees. This company needs to be thoroughly investigated and made pay all the people they scammed. there are lots of them, unfortunately. thank you for your time and consideration

  Business response

  07/26/2022

  Business Response /* (1000, 7, 2022/07/13) */ ***Document Attached*** Dear***************, On June 14, 2022, Paysend received notice regarding BBB Complaint - Case# ******* you filed with the Better Business Bureau (BBB). Please see the attached response. **** and Paysend sincerely apologize for the frustration and inconvenience this matter may have caused you. We trust the information provided satisfies the inquiry and demonstrates that **** and Paysend thoroughly investigated the complaint. Sincerely, Paysend

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made three transactions to a family member in ***** these transactions where declined by Paysend the money was taken out of my bank account and never refunded the transactions numbers are ********************* ********************* ************* ******* I am requesting my money be refunded but Paysend will not respond to my request they have basically stolen this money please help me in this situation Thank you, **** * ***

  Business response

  05/31/2022

  Business Response /* (1000, 14, 2022/05/31) */ ***Document Attached*** We want to apologize for the time it has taken us to review your account. It's not our usual standard and we understand how frustrating this delay must be. Thank you for using Paysend. We have reviewed your case and investigated your concern. Per our investigation we have identified the following. From 2/10/2022 to 2/16/2022 our system shows that you tried to send 3 transactions totaling************************************************************************************************************************************************************************************************* to the recipient ******* *****. All 3 of these transaction statuses were declined by the recipient's bank at the stage of the authorization request. The funds were debited and returned the same day. Per our internal systems the funds were returned same day or a day later. We thank you for being a Paysend customer and we wish you all the very best. Kind regards, Private Client Team PaySend - Global Money Transfers For frequently asked questions, visit our website or reach us at*****************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried sending $970 from my bank account to my fiance bank account on December 15th. Paysend took the money out of my account and then declined the transaction. According to their terms of service that if a transaction is cancelled they will refund the money within 3 business days. I still have not got my refund and I have sent them selfies holding my driver's license and my bank card and I've sent them a voided check and a direct deposit form because they said if I did that they would send my money ACH immediately. Now when I chat with them the only thing they tell me is that their colleagues are looking into it and to just wait for an email!! I wasn't able to provide my kids with Christmas because of this, and i lost my job because I couldn't fix my car which part of that money was for that. They have put me in so many financial hardships it's not even funny!!

  Business response

  05/31/2022

  Business Response /* (1000, 14, 2022/05/31) */ ***Document Attached*** "We want to apologize for the time it has taken us to review your account. It's not our usual standard and we understand how frustrating this delay must be. Thank you for using Paysend. We have reviewed your case and investigated your concern. Per our investigation we have identified the following. On 12/15/2021 our system shows that you sent $975.00 to ******* ********* which was declined with status. Transaction was declined by the issuing bank. The funds were not debited. In addition you tried to send $970.00 to ******* ********* on 12/16/2021 which was then declined by our fraud monitoring team as additional verification is requested. The funds were debited and returned (return code: **********). Then on 12/28/2021 you tried sending $970.00; 2 more times to the same recipient, ******* ********* which were both declined by the issuing bank. Per our internal systems the funds were never debited. We thank you for being a Paysend customer and we wish you all the very best. Kind regards, Private Client Team PaySend - Global Money Transfers For frequently asked questions, visit our website or reach us at*****************"

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩