Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited money into FanDuel. When I made the deposits there was enough money in my account to the cover the costs. A few days later I received fees from the company saying I didnt have the money in my account 3 days after making the purchases and they charged me $90 in fees. About a week later the exact same thing happened but the fees didnt come out for almost two weeks and again they said I may have had the money at time of processing but the money wasnt there 3 days later when we went to get it out of your account. This time they took $40. Please help. Thank you.

  Business Response

  Date: 04/11/2025

  Hi ****,
  
  My name is *****, and I am reaching out on behalf of Trustly's Customer Support Team. 
  
  We have received a complaint from the Better Business Bureau on your behalf regarding fees tied to your FanDuel deposits. You mentioned having enough funds at the time of deposit, but were later charged $90 and $40 in fees and you were advised that this was because the funds were not available a few days later when it came time to take the funds out of your account. 
  
  We take matters such as these very seriously and want to work together to find a resolution for you. 
  
  If you agree, we would like to discuss the situation with you to see if we can make things right for you and if there are any opportunities for us to learn from this experience; as a payment facilitator, we feel there are always opportunities to grow. We would love the chance to explain how our services work and possibly provide you with more insight. 
  
  If you are interested in having a conversation, either by phone or email, please let me know and I would be happy to arrange it. 
  
  I hope to hear from you soon. 
  ***** *.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23191996
  
  I am rejecting this response because:

  There is no resolution until I am refunded my $130.

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/18/2025

  On April 11, 2025, we sent the following email to **** ******:
  "Hi ****,
  My name is *****, and I am reaching out on behalf of Trustly's Customer Support Team. 
  
  We have received a complaint from the Better Business Bureau on your behalf regarding fees tied to your FanDuel deposits. You mentioned having enough funds at the time of deposit, but were later charged $90 and $40 in fees and you were advised that this was because the funds were not available a few days later when it came time to take the funds out of your account. 
  
  We take matters such as these very seriously and want to work together to find a resolution for you. 
  
  If you agree, we would like to discuss the situation with you to see if we can make things right for you and if there are any opportunities for us to learn from this experience; as a payment facilitator, we feel there are always opportunities to grow. We would love the chance to explain how our services work and possibly provide you with more insight. 
  
  If you are interested in having a conversation, either by phone or email, please let me know and I would be happy to arrange it. 
  
  I hope to hear from you soon. "
  
  He responded with: 
  "I want $130 back in ridiculous fees. As your representative **** ******* (thats who he said he was) explained to me, it does not matter if the money is in the account at the time of the transaction but it needs to be available 2-3 days later. He said I had fees coming out today that were for attempts two weeks ago. Ridiculous. I dont want a conversation I want my money that you stole. "
  "If I can Im filing a second complaint. "
  "That is now a total of $159 in nonsense fees that should have never happened. "
  
  On April 14, 2025, we replied to his follow up messages with the following, requesting a screenshot of the charges in question:
  "Hi ****,
  First, I'd like to apologize for the delay in getting back to you. 
  
  I understand you've received two additional fees totaling $29 and I'd like to look into this further. When you have a moment, could you please send me a screenshot of the charges so I can review them in more detail?
  
  I'm happy to give you a call to discuss this if that's easier for you, or we can continue via email, whichever you prefer. If you'd like a call, just me know a good time and I'll reach out. 
  
  Looking forward to your reply. "
  
  **** responded stating he would prefer to work through the BBB if possible. We acknowledged this with the following reply:
  "Hi ****,
  Thank you for your response. 
  
  Since your BBB complaint was submitted to us directly, we're reaching out to you as part of the process to help resolve the issue. While the BBB serves as a neutral third party, they encourage businesses and consumers to work together towards a resolution, and that is exactly what I'm here to do. 
  
  To do that, I'd like to review all of the fees you have been charged so far. If you can share a screenshot or any details showing the fees you have mentioned, I'll be able to look into everything and explore your options for a refund. 
  
  Looking forward to getting this sorted out with you. "
  
  **** promptly provided the screenshots with the message "Here are the screenshots for the fees. It looks like the $13 one fell off and one of the $20 from the second may have fallen off as well." After reviewing, we sent a detailed email explaining the payment process and our position:
  "Hi ****,
  Thank you so much for sending the screenshots and for your patience as I reviewed the charges in question.
  
  I know this has already been explained, and I completely understand how frustrating it is to deal with surprise fees, especially when the payment appeared to go through normally. That said, I want to walk you through everything again as clearly as possible and let you know how I plan to help. 
  
  You originally made three deposit attempts to your FanDuel account:
  $10 and $25 on March 26
  $20 on March 30
  At the time you made these payments, the money may have been available in your account, but payments like this do not pull instantly. There's a short delay while our payment processor works with your bank to move the funds. During that window, if other transactions come through (like bills or purchases) it can affect your available balance. If the funds aren't still there when it is time to finalize, the payment gets declined. 
  
  That's what happened here. The original payments were declined by your bank due to insufficient funds. When that happens, our system charges a non-sufficient funds (***) fee for each declined transaction, and it will reprocess the payment up to two times as an attempt to collect the funds. 
  
  Here's how things played out: 
  April 2: We retried the $25 and $20 payments, and those went through.
  April 3: We retried the $10 payment, it was declined.
  The *** fees for $25, $20, and $10 were also attempted, but only the $25 *** fee was successful.
  On April 11, the $10 payment and the two remaining *** fees were retried.
  I know you have requested a $130 refund, but we are unable to do that because the payments in the amounts of $25, $20, $10 made on March 26 & 30 were deposited into your FanDuel account and the retry attempts are tied to those original deposits since they failed to process on the bank's end. 
  
  What I can do is refund all three *** fees totaling $55 once the final two finish processing on April 17, 2025. I'll be monitoring your case closely and will follow up as soon as that happens. 
  
  If you'd like to check with your bank, here are the trace IDs tied to the original declined transactions:
  $20: 021214894153655
  $25: 021214895498943
  $10: ***************
  You can also view a full breakdown of your transactions through Trustly anytime in our Consumer Portal: *******************************************
  
  The portal requires you to use the same log in credentials you use to log into your bank's website. These are the same credentials you used to authorize transactions on the Trustly platform. Once your account has been authenticated, the details of your transactions using that bank account are available for review.
  
  For additional help, here are some FAQ links that may be useful:
  Status definitions: *************************************************************
  Logging into the portal: ************************************************************************************
  
  Please let me know if you have any additional concerns, I am here to help."
  
  **** then responded with "You operate in a very shady manner. Ill report that back to BBB. Im going to report your practices to the *** this evening."
  
  We then replied with:
  "Hi ****, 
  
  I understand this situation is frustrating. I want to explain that the payment process follows normal banking procedures. When you make a payment, it can take 2-3 business days to process completely. Unfortunately at the time your payment was finalized, the funds weren't available which kickstarted the process to recollect the funds through retry payment attempts. 
  
  The retry payments and *** Fees are explained in our Terms of Use, which you agreed to when you connected your account, so there's full transparency on how these situations are handled. 
  
  I do plan on refunding the *** fees as a courtesy once they finish processing. Since the deposits were credited to your FanDuel account and the retry payment are tied to those original payments as they were an attempt to collect the funds, that is the most that can be offered at this time. 
  
  I'm committed to resolving this the best I can on my end and hope this clears up any confusion around what happened. I'm here if you have any additional questions."
  
  **** later responded via email with:
  "We will have to see what the *** thinks."
  
  On April 16, 2025, we sent our final message in response: 
  "Hi ****, 
  Understood. If that is the route you'd like to take, I respect that. 
  
  That said, I'll still be moving forward with refunding the *** fees as a courtesy once they finish processing. If anything changes on your end or you'd like to continue working with me directly, I'm here."
  
  As promised, we monitored the three *** fees totaling $55 ($10, $20, and $25) and processed refunds for each. We notified **** of the refunds that have been initiated on April 18, 2025:
  "Hi ****,
  I hope this email finds you well. I wanted to let you know that I've refunded all 3 *** fees, totaling $55. Refunds typically appear in your bank account within 2-3 business days, though in rare cases, it may take a bit longer due to processing times. 
  
  Since I originally reached out in response to your BBB complaint, I'll be updating that case to keep it current with all actions taken.
  
  I understand that you are now pursuing this matter with the ***, so I'll be closing this case for now. That said, if anything changes or you need anything further, I'm here to help."
  
  
  **** has since reported this matter to the *** and has not provided any further response.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3-28-25, $100. was withdrawn from my checking account from "**********************" without my permission. I had never heard of this business until this date. I called them and they told me that they didn't see anything concerning a withdraw from my account. I told them that it was from "Trustly" period and I want my money put back into my account. Please help me to get me money back. I work hard for my money for anyone to take without my permission.Thank you,******* *******

  Business Response

  Date: 04/09/2025

  The user first contacted us on March 29, 2025 through a phone call, which later continued via email regarding the unauthorized charge. Upon receiving the complaint, we immediately contacted the user with the following email on April 1, 2025:

  "Hi *******,
  My name is ***** and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received your complaint through the Better Business Bureau regarding the $100 withdrawal from your account, and we understand your concerns. We take matters like this very seriously and want to work with you to find a resolution.
  
  According to our records, our team was in contact with you most recently on April 1st via email. I'd like to gather more details about the $100 payment made on March 28, 2025 to confirm the fraudulent activity that had occurred and go over the next steps to ensure that the funds are returned to your account. 
  
  If you agree, we would like to discuss the matter further to see if there are any opportunities for us to learn from this experience and see if we can provide more guidance. As a payment processor, we feel there are always opportunities to grow and we would love the chance to explain how our services work and possibly provide you with more insight.
  
  Please let me know if you are interested in having a conversation via phone instead, and I would be happy to arrange this. Just to set expectations for a response for you, I will be off for the evening at 9 PM EST, but will be returning tomorrow at 12:30 PM EST. "

  ******* responded to our email on April 2, 2025 and agreed to a phone call. We contacted her that same day. During the call, we explained that Trustly is a payment processor and outlined how the transaction was processed through online banking after another individual obtained her banking information and initiated a $100 deposit to the online gaming merchant FanDuel.

  Following the call, we immediately launched an investigation. We worked closely with ******* to review the transaction, and on April 8, 2025, ******* confirmed that the transaction was indeed fraudulent. As a result, FanDuel began the refund process.

  On April 8, 2025, we contacted ******* via phone to inform her of FanDuel's findings and confirmed that the refund was being issued. As of April 9, 2025, the refund has been processed, and the customer has been advised to expect the funds to reflect in her account within ***** hours. 

  We also shared general online security tips with ******* to help prevent future unauthorized activity. These included using stri g, unique passwords, enabling two-factor authentication, and regularly monitoring account activity for any suspicious transactions. 

  If any additional information is needed, we're happy to assist.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I experienced a significant issue with Trustly during a transaction attempt through Fanatics Sportsbook on 2/9/25 (Super Bowl). Despite not completing any transactions due to a blank screen after bank login during the payment process, Trustly's system repeatedly attempted to draw funds from my account. The account that they attempted to draw from is an account that I intentionally keep $0 in as it is used to distribute funds between other sub-accounts. I would NEVER select this as the account to draw from, but I was also never given an option (hence, blank screen). This resulted in multiple unauthorized attempts and associated bank fees (totaling over $200), which Trustly has refused to acknowledge as their responsibility (I have spoken with 2 different representatives). These ongoing issues stemmed from an initial technical glitch within Trustlys platform, yet they have only agreed to refund one $10 NSF fee, disregarding the additional unauthorized attempts and bank charges. This experience has demonstrated a lack of accountability and inadequate customer support from **********************, leading to unjust financial burdens and a deeply frustrating customer experience. A mere $10 transaction turned into an over $200 transaction. This is unacceptable.

  Business Response

  Date: 02/24/2025

  Hello ***********,

  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received a complaint from the Better Business Bureau on your behalf regarding fees that were charged by your bank due to a transaction that was initiated during what you believe to be a technical glitch.
  
  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, I see that our team was in touch with you most recently today on February 24th via email. I would like to gather some more information from you regarding the initial transaction attempts on February 9th so I can get a better understanding of the errors you were encountering. From the logs I have reviewed, it appears that the request from the merchant account was authorized correctly and that the system worked as expected, but I want to look into this more with you.
  
  If you agree, we would like to discuss the matter further to see if there are any opportunities for us to learn from this experience and see if we can provide more guidance. As a payment processor, we feel there are always opportunities to grow and we would love the chance to explain how our services work and possibly provide you with more insight.
  
  I will be following up with you through our customer service portal via email, however if you are interested in having a conversation via phone instead, please let me know and I would be happy to arrange this. 
  
  I hope to hear from you soon,

  Dannielle 
  
  Client Support Advisor

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22984289
  
  I am rejecting this response because:
  Nothing has been resolved yet. 
  
  Sincerely,
  
  *********** *******

  Business Response

  Date: 03/05/2025

  Hello *****,
  
  After extensive review, our teams were able to confirm the transaction in question which was attempted on 02/09/25 was successfully posted to your merchant account and subsequently spent within 1 min of being received. Further to that, we were able to confirm that there were no outages during that time or reported issues on our system. This confirms that although you may have encountered difficulties with your device at the time, any errors presented were not due Trustly. 
  
  Because the system was working as expected and the amount was knowingly spent, we are unable to provide the desired outcome you have requested of reimbursing the fees the bank charged you from the retry attempts on a bank account with insufficient funds.
  
  We have agree to waive the fee that our service had charged, as well as assisted in revoking your authorization to Trustly that you initiated for your bank on 2024/10/22 to ensure this scenario is not repeated in the future. 
  
  Thank you again for working with me on your case, and we appreciate the insight you provided.

   

  *********

  Client Support Advisor

• Initial Complaint

  Date:02/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had fraud on my checking account back on Jan 5th of 2025 in the amount of $27,000. I guess they processed the fraudulent transactions. I disputed all those with my bank and got my money back, but now they're trying to collect on a fraudulent debt and won't let me withdraw from my Carnival Citi account since they process payments for them.I would like them to remove the debt and remove the ban from withdrawing money thru them.I attached proof from the merchant that my account was hacked causing the loss of funds.

  Business Response

  Date: 02/24/2025

  Hello *****,

  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received a complaint from the Better Business Bureau on your behalf regarding fraudulent transactions totalling $27,000 that were made using your bank account.
  
  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, I see that our team was in touch with you most recently yesterday on February 23rd where we originally received the provided screenshot. After reviewing the information that was exchanged, I can see that we advised all documentation received would be sent to our internal team to review and once we heard back we would update you accordingly. 
  
  Typically this process takes 1-2 business days, however I have gone a head and asked our team to expedite your case review and I should hear back from them shortly. If our team concludes that these transactions were indeed fraud, we will be able to verify what next steps we will be taking and will happily work with you for your desired outcome listed.
  
  If you would like to discuss the matter further, I will be following up with you through our customer service portal via email. In the meantime I will monitor your case for an update and reach out again when needed. If you are interested in having a conversation via phone instead, please let me know and I would be happy to arrange this. 
  
  I hope to hear from you soon,

  Dannielle 
  
  Client Support Advisor
  

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  They solved my complaint in a very reasonable amount of time and I appreciate it.  I now understand that they didnt get a reason for why I charged it back from the bank, and that thats why they didnt yet know it was fraud. 
  

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/30/2024 I, **** ******, was charged $25.00, four separate times by Trustly via the FanDuel Sportsbook ****** is my position that this happened due to a technical glitch or abnormality. Specifically, $100 was taken from my account by ********************** as payment for fees, which I believe is an error- if not malicious/predatory. I have no standing account with this bank, and they have provided me no services that I am aware of other than being an intermediary for my payments to FanDuel.Trustly Online Banking customer representatives have been adversarial and unwilling to take my claim seriously.

  Business Response

  Date: 02/12/2025

  Hello ****,
  
  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received a complaint from the Better Business Bureau on your behalf regarding 4 transactions totalling $100 that you believe were charged in error due to a "glitch".
  
  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, I see that our team was in touch with you on February 9th and 10th through text. After reviewing the information that was exchanged, I believe there may have been a miscommunication on how/ why the 3 fees and 1 retry payment came to be charged and would appreciate the opportunity to clarify for you and talk about possibly refunding the fees. 
  
  If you agree, we would like to discuss the matter further to see if there are any opportunities for us to learn from this experience and see if we can provide more guidance. As a payment processor, we feel there are always opportunities to grow and we would love the chance to explain how our services work and possibly provide you with more insight.
  I will be following up with you through our customer service portal via email, however if you are interested in having a conversation via phone instead, please let me know and I would be happy to arrange this. 
  
  I hope to hear from you soon,
   
  Dannielle 
  
  Client Support Advisor

• Initial Complaint

  Date:12/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a costly mistake and contacted Trustly and informed them of this. I asked if payment arrangements can be made due to this costly error. I am unsure of the actual amount. I am asking for a resolution to make a wrong right because I truly made the mistake.

  Business Response

  Date: 12/23/2024

  Hello ******,
  
  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received a complaint from the Better Business Bureau on your behalf regarding your request to arrange re-payment options for transactions that you completed using our service.
  
  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, I see that our team was in touch with you on Sunday December 22nd to discuss this issue. At that time we confirmed that there was no outstanding items shown in our system, however once your bank opened again on Monday the 23rd we may receive a return notification from them at which time we could send you a payment link to pay the amount. As of 6:40pm EST on the 23rd, there have been no recorded returns.
  
  If you agree, we would like to discuss the matter further with you to see if there are any opportunities for us to learn from this experience and see if we can provide more guidance. As a payment processor, we feel there are always opportunities to grow and we would love the chance to explain how our services work and possibly provide you with more insight.
  

  I will be following up with you through our customer service portal via email, however if you are interested in having a conversation via phone instead, please let me know and I would be happy to arrange this. 
  
  I hope to hear from you soon,
   
  ********* ******
  Client Support Advisor

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22719371
  
  I am rejecting this response because I needed to make sure they have what they need. I verified my identity with them prior to another request was made; and I wanted to make sure it was processed from the first initial request. I provided emails in a separate correspondence to validate my identity was verified. I am appreciative for this company working hard and diligently in helping me to rectify this matter ASAP, as I will not be able to make any full payments but will work on any affordable payment arrangements to start monthly from January 31, until paid in full on a monthly basis of $100 each month and when deem, I will pay more or pay it off before June 30, 2025.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/02/2025

  Thank you for your email and for bringing this to our attention.
  
  We understand the confusion with the duplicate identity verification request. The initial verification occurred on a separate email chain, which appears to have been overlooked when responding to this communication. We apologize for any inconvenience this may have caused.
  
  We have reviewed your previous correspondence and understand that you have already provided the necessary documentation to verify your identity.
  
  Unfortunately, we are unable to directly offer payment plans at this time, but are working to provide an alternative, and exploring potential payment arrangements, including options that may be more suitable for your financial situation.
  
  We appreciate your understanding and cooperation in this matter, and please watch for an email from our team with more details.

  ****** D

  Customer Support Manager

  
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22719371
  
  I am rejecting this response because:

  An offer to rectify has not been presented. Although this case may or may not be closed by BBB, I wait patiently for your support and possible resolution. I also provided over 50 pages to the BBB Representative for your review to support ongoing efforts of striving for a solution. I do appreciate the feedback and help thus far. Otherwise, thank you and I wait to hear from you.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trustly continues to reject my connection to wow Vegas with no explanation. My account has no nsf fees, no negative balance or any of the other reasons they give. You cant get help and yet plaid and other services connect my bank with no issue.

  Business Response

  Date: 09/11/2024

  Hello *******,

  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.

  We have received a complaint from the Better Business Bureau on your behalf regarding your recent transactions being declined.

  We have reviewed your past contacts with our team and we take matters such as these very seriously. Per our records, I can see that we were able to let you know that your decline was related to our risk models. I looked over your transaction history, and it appears that I can provide some further explanation for you, and I will be doing so via email shortly.
  
  If you agree, we would be happy to discuss this further with you to see if there are any opportunities for us to learn from this experience as we feel there are always opportunities to grow.
  
  If you are interested in having a conversation either via phone or by email, please let me know and I would be happy to arrange this. 
  
  I hope to hear from you soon,
  *********
  Client Support Advisor

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trustly is who pay money out for BetMGM I hit ****** on July 24, and they paid it out on July 30th. This is the payout number *************** they said it went to *************** electronically and *************** never received it. Someone needs to do something with this company. *************** wants them to email them to get to the bottom of this and they refuse. I want my ******

  Business Response

  Date: 08/29/2024

  We were sorry to hear that this consumer was having difficulties with their withdrawal to their bank account. We take matters such as these very seriously and have been working together with this consumer towards a speedy resolution. This consumer reached out to our team originally on August 12th. At that time our team confirmed with her over email and phone that the amount in question was successfully sent to her bank on July 24th and we provided her with the Trace ID that her bank would need to investigate further.
  
  Since that time, we have continued to speak to her at length through our internal portal as recently as August 27th. Through our communication, we confirmed with the consumer the number of transactions that were completed through our service and informed her that all were successfully sent to her bank. We provided many details to prove the success of the transactions including stepping out of policy and having our Banking Operations team connect with the consumers bank directly, and providing the screenshots of that conversation confirming that the amount was deposited into her account on July 24th. 
  
  At this time, we have not heard back from the consumer and we believe this matter to be resolved. If there is any need to reopen this case, we would be happy to discuss it further with the consumer.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22186301
  
  
  

  I am rejecting this response because:
  You can clearly see I hit the winnings on the 24th of July but they didnt process until July 30th. I hit. 3-****** winnings 1 on the 23rd and 2 on the 24th I was paid for 2 but not the 3rd one. This is the Trace ID # ***************. They had Cross River bank contact my bank and they sent me a email from the bank saying that it was paid on the 24th.  But it Haida no Trace ID# on the email which they could not provide me. They also sent me a email copy from my bank saying yes ****** was processed on the 24th. There was ****** was processed on the 24th of July it was my first win not my second win. Which I contacted my bank ************************ and the Trace ID # from above never entered my bank. Thank you for your quick response.

  Sincerely,
  
  *******************

  Business Response

  Date: 08/30/2024

  As discussed on August 12th through phone, Trustly Services was only used to process 2 $600 transactions for this consumer through BetMGM, not 3. We have provided sufficient proof that both of these transactions were added to the consumers bank account, which is further confirmed by the screenshots of her bank statements that she provided us showing the 2 transactions being posted on her account on July 23rd and July 24th. 
  
  We have already let the consumer know that if there was a third transaction initiated through BetMGM for $600, then the consumer will need to reach out to BetMGM directly to find out what processor was used. Since Trustly Services is one of the options to process funds through BetMGM, we can only confirm transactions that were completed using our system.
  
  A screenshot was sent to the consumer showing an email response from their bank confirming the funds were deposited, as well as a screenshot of the attached document requesting confirmation with the Trace ID in question shown. Again, this is beyond our normal practices, but we are eager to resolve this for the consumer to provide them peace of mind.
  
  We have suggested today (August 30th) that the consumer reach out to the contact at her bank who confirmed the funds were received with the phone number provided, and we have offered to go on a three-way call with them to clear anything else up if needed.

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband was contacted by mail on June 18, 2024 by the company InDebted stating a debt was owed to Trustly, a creditor of online gambling site FanDuel. This was extremely confusing to him and me since neither of us have ever used that site nor did we have any awareness of it. We immediately thought there had been a mistaken mix-up with someone else's identity. When my husband called Trustly to learn more, the representative told him the debt actually had to do with his wife (me!) and they could not disclose any additional details to him over the phone. I would instead have to call to learn what I had "done" and how much money I owed. I later called Trustly myself and spoke to Client Support Specialist "*****" and explained what little I knew. He went looking for my record, and explained he could not locate anything related to debts owed for me OR for my husband. I then received an email from ***** confirming that the communication was in error and that they would handle getting that taken care of. I thought the issue was resolved, until both of us received a follow-up email from "*********" Client Support Advisor on July 16, 2024 stating more information was being sought from us, including pictures of the letters and envelopes that had been sent to us. By July 23rd, we were emailed once again from Trustly and told that the debt did belong to ****, and that we needed to pay it off. My husband had since been in touch with *******, who confirmed NO ACCOUNT HAD EVER BEEN CREATED WITH THEIR PLATFORM and no such debt existed with their business.We are led to believe this is one giant scam and I'm unsure who to blame. Trustly? InDebted? Fraudulent players feeding on the fear of people they're trying to steal from? After showing them the FanDuel letter about no account, **********************/InDebted have not been in touch with us...as though they have been caught. PLEASE HELP US RESOLVE WHATEVER IS HAPPENING HERE.

  Business Response

  Date: 08/20/2024

  Our team reached out to ***** on 8/20/2024 through our internal email system to apologize for not responding in a timely manner to her husbands recent interaction with our team, and to provide more details about the debt. In order to assist ***** and **** quickly and provide a resolution, we have agreed to waive the one outstanding transaction as a one-time gesture. We apologized for the inconvenience and encouraged them to reach back out if they had anymore questions.

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do not use this company ever. This company is a scam and has fraudulent practices. I do not bank with Trustly. The only reason I learned about the company was because they are a third-party banking system of another company. They are trying to charge me $360 for NSF, claiming the funds were not in my account when they tried to collect, But, their claim is false and the funds were in the account. They stated they would give me a refund for 13 of the 14 NSF fees they were trying to extort from me. But I want a full refund since this is FRAUD.

  Business Response

  Date: 08/06/2024

  While we understand this consumer feels the actions taken by our team were "fraudulent", after reviewing their interactions with Trustly Support, it appears that our team acted within our policies and attempted, in good faith, to resolve the consumer's concerns.
  
  When the consumer reached out to us on August 2nd, 2024, they confirmed they had used our payment processor service via an online merchant account previously.
  
  We then explained to the consumer via the chat function on our website, that while the transactions they initiated had been added to their merchant account right away, it can take 1-3 business days to remove the funds from their bank account. When we later attempted to collect the funds from their bank as payment, following the agreed-upon terms established at the time of service, the consumer's bank reported there were insufficient funds. This triggered one NSF fee per transaction outstanding, as well as any NSF fees through their bank's agreement.
  
  Later that day we followed up with the consumer through email informing them that we would be able to refund 13 of the 14 fees that were charged to their account. Our policy is typically to refund 2 NSF fees in a 12-month period, but we were willing to make an exception. Since this interaction, the consumer has disputed the fees and there is again an outstanding balance of the agreed upon 1 fee to be that will be sent to our collections partner shortly.
  
  In conclusion, our team has found there was no fraud involved in this event. After our services were rendered and Trustly provided funds to this consumer's merchant account, their bank reported insufficient funds available which triggered an NSF fee for each transaction outstanding. We offered to refund all but 1 fee that we charged, which is more than our normal policy, and the consumer has since created a dispute causing an outstanding balance once again.
  
  If the consumer would like to avoid this fee being sent to our collections partner, we would be happy to discuss her repayment options.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22092445
  
  I am rejecting this response because: 

  
  1. The merchant who uses Trustly is not aware of services charges Trustly is charging their consumers. The *** fees are fraudulent because they were not clearly disclosed. I did not give Trustly the authorization to withdraw the funds from my bank account.  So if the merchant doesn't charge any fees what gives Trustly the right to charge fees? 

  
  2. After talking with my bank you keep stating the funds were not available even after the second attempt, which is completely inaccurate. This is why this has been disputed and my bank agreed. Trustly will need to prove their case on why these *** fees are legitimate. 

  3. I saved a copy of the chat with the customer service representative. The rep stated to me that I was being charged because Trustly advanced me the money in good faith. However, I was unaware of this transaction practice THAT GOES ON BEHIND THE SCENES.  I never asked for an advanced. Again, I understood the funds are being withdrawn from my OWN bank account. This is more reason why these fees are bogus because *** fees are charged when there are no funds. Exactly why this has been disputed with my bank. They can threaten collections but my bank has stated otherwise.

  Sincerely,
  
  *******************************

  Business Response

  Date: 08/08/2024

  While we appreciate and understand where you are coming from, as with most payment operations, Non-sufficient funds fees are a typical standard practice when a consumer is unable to pay for services rendered. Since financial institutions will charge for every instance that a processors system communicates with their own, if additional attempts outside of the original are created, an NSF fee is triggered to counteract that.When a consumer uses Trustly services, they agree to our terms of service before they can transfer money. Please see an example of what you agreed to below (screenshot from transaction records also attached):

   

  ----------------------------------------------------------
  Authorization of Payment & Status Inquiry
  

  By clicking "Continue,"
  
  I authorize Virginia Lottery and its payment service providers to:
  
  - Debit my bank account identified above for the amount of each payment from me that I initiate and confirm on the Virginia Lottery site or app, or that Virginia Lottery initiates pursuant to the Virginia Lottery terms of service or this authorization;
  - Credit my bank account identified above for the amount of each refund or disbursement to me that I initiate and confirm on the Virginia Lottery site or app, or that Virginia Lottery initiates pursuant to the Virginia Lottery terms of service or this authorization;
  - Correct any errors, if necessary; and to
  - Inquire about and receive the status of each payment I have authorized pursuant to this authorization, which status may be deemed credit information about me.
  
  I agree that:
  
  - For each payment from me, the amount will be debited from my bank account within 1-2 banking days of Virginia Lottery sending the request for processing. If the payment returns unpaid, it may be represented to my bank up to 2 times. I authorize Virginia Lottery and/or its service providers to collect the debt and my State's return item fee as set forth below, and any applicable costs, by debiting my bank account electronically.
  - For each payment to me, the amount will be credited to my bank account within 1-2 banking days of Virginia Lottery sending the request for processing.
  - This authorization will remain in full force and effect until I let Virginia Lottery customer service know that I wish to revoke it, by emailing its service providers at ************************************ I understand that Virginia Lottery and its payment service providers require five (5) bank days notice to cancel an authorization.
  - I understand that Virginia Lottery has expressly authorized its services providers to act as its agents to receive and process payments from or to me on its behalf.
  - Some banks may charge a fee to pay from a savings account.
  
  States' return item fees: ************************************************************
  
  **PLEASE PRINT A COPY OF THIS AUTHORIZATION FOR YOUR RECORDS.**
  **ALTERNATIVELY, SEND AN EMAIL TO *********************************** TO LEARN HOW YOU CAN OBTAIN A COPY.**
  ----------------------------------------------------------

   

  To allow consumers the ability to interact with their chosen merchant right away, funds are provided at the time of processing to then be removed from their bank account in the following 1-2 business days as listed in our terms of service. In this case, when we attempted to remove the funds within the 1-2 business days, your bank reported to us that there were insufficient funds in the account and sent us what is called an R01 Return Code. Since your bank is stating you had the funds at the time of representment, we are unsure why they reported these transactions as R01 to us. This information is out of our scope, and if you would like to discuss that further with them you are more than welcome to do so. We would be happy to have a more in-depth conversation with you and provide more specific dates and details so that you can discuss this further with your bank, but at this time we can only confirm that there is an outstanding amount for one of your fees. We will continue to honour our arrangement to waive 13 of 14 fees which is again above and beyond our normal refund policy and look forward to speaking to you further.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22092445
  
  I am rejecting this response because:

  I deserve a full refund of ALL 14 of the *** fees charged to my account. Please get in touch with my bank to validate my claim that the funds were indeed in my account. It doesnt take rocket science to find out your company is scamming others well, so my gripe with this company is not a one-off case. Youre telling me its not common for you to refund fees; it is just a script you tell everyone, and it is provided to you during training. I used to work for a bank myself. But this is precisely why your company has such poor reviews all over the web and on social media, IG, ***************** and Reddit, to name a few. The ************************************ is the next company I will reach out to about your scam and fraudulent practices, so please go ahead and issue me a full refund. That is precisely why companies like these are being cracked down on.

  Sincerely,
  
  *******************************