ComplaintsforTrustly

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Trustly has attempted multiple times to take money out of my bank account which I do not owe. They claimed I owed a company money which wasn't true and when I've asked for them to confirm it, they haven't confirmed the charges. They then said I only owed interest amounts of a balance of $0. My bank account has now gotten to -$750 from all of the fees associated with them trying to take money out of the account.

  Business response

  06/03/2024

  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 an outstanding debt.

  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, I believe that you have been speaking to our collection partner, but we would be happy to talk to you about the debt and provide more details about the information surrounding it. I have also reached out to you via your email, and I hope that we can connect soon.
  
  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; as a payment processor, 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 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

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company took $25 from my account for what I can only see as a ACH return fee. I do not use them for anything other than fan duel. I have tried to contact them to get my money back but there is no number and no way to contact

  Business response

  05/28/2024

  Hello *****,
  
  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received the complaint from the Better Business Bureau on your behalf regarding transaction that was recently charged to your account.
  
  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, we have not been in touch at this time but we would be happy to discuss this matter with you. We have many ways of communication available including chat, having us call, or texting that you can request via our online form at *****************************************************.
  
  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; as a payment processor, 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 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

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have already been charged $380 in ach return fees by trustly this year. I got notified by indebted that I owe $20 to trustly. A debt that trustly never notified me of prior to sending a debt collector after me. Draftkings is the only place I had used trustly as a service. No where does it say when I am paying that I am going to be charged due to failed payment. My payments were declined saying I had insufficient funds even when I had money in the account. I would try the day I got paid and still got declined for no reason. I should not be getting charged ach fees for this. Then on top of this they another email thru indebted saying I owe 300 now and then more saying 20. Which one is it. Somehow they got my other email and said I owe over 900. If they continue charging my account without my permission then I should not beresponsible for ach return fees. And if a payment did get declined just notify me do I can fix it. Don't keep attempting failed charges to rack up fake debts against me

  Business response

  05/03/2024

  Dear *****,
  
  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 outstanding balance.
  
  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, you communicated with us yesterday, and insufficient fund (NSF) fee forgiveness was issued to significantly reduce your total outstanding balance.
  
  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; as a payment processor, 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 will be happy to arrange it. I hope to hear from you soon.
  
  Best regards,

  ********************
  Team Lead, Customer Support
  **********************, Inc.

  Customer response

  05/03/2024

  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.
  
  Sincerely,
  
  ****************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Trustly keeps charging my bank account for money I do not owe any having me incur fees. I've paid under duress any money owed via my fanduel. I no longer have fanduel any have no balance. My account is still being drafted by trustly. They now say I am in collections for $265 on fees when $240 was just taken from my account this same month all from a $5 transaction. When I call they refer me to fanduel and ******* says it's not them it's trustly.

  Business response

  04/17/2024

  Dear *****,
  
  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 the outstanding balance of $265, consisting mainly of NSF fee payments, that InDebted (our external collection agency) asked you to settle. 
  
  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 processor, 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 will be happy to arrange it. 
  
  I hope to hear from you soon.
  
  Regards,
  
  ********************
  Team Lead, ************************************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5 unauthorized transactions enacted by Trustly, several attempted calls to their service team to resolve the issue, they refused CITING they can process 4 out of 5 refunds out of courtesy, these charges should not have been placed in the first place therefore all 5 are fraud, and trustly refuses to do anything about it. They collected $250 from my account $125 legitimate, $125 fraudulently collected without my authorization. I am seeking refund of $125, and reparation for distress their fraud has caused.

  Business response

  03/12/2024

  We reached out to ******** on 3/6/24 to apologize for the delay in responding to her BBB inquiry and asked to open communications in an attempt to resolve her concern and collect her feedback. ******** responded and provided contact information. 

   

  Our team spoke with her, on the phone, on 3/7/24 and discussed her original concern with Trustly. She had been charged 5 NSF fees in connection with transactions completed (funded to a merchant account) that we weren't able to collect from her bank when they were presented for payment. ******** indicated that she believed that the funds had been paid to Trustly at the time, and no fees should have been assessed. Per our exception policy, we waived 4 of the 5 fees initially. After further discussion, we agreed to waive the 5th fee as well, resulting in a full refund of all 5 fees charged (totaling $125). During this conversation with ******** she also asked to have authorization revoked for this particular merchant and we processed this request and confirmed completion.

  At the end of the conversation, our team confirmed that we'd recognized her feedback and would incorporate it into future experiences. ******** indicated that there was nothing additional for Trustly to do for her. 

  Business response

  03/12/2024

  We reached out to ******** on 3/6/24 to apologize for the delay in responding to her BBB inquiry and asked to open communications in an attempt to resolve her concern and collect her feedback. ******** responded and provided contact information. 

   

  Our team spoke with her, on the phone, on 3/7/24 and discussed her original concern with Trustly. She had been charged 5 NSF fees in connection with transactions completed (funded to a merchant account) that we weren't able to collect from her bank when they were presented for payment. ******** indicated that she believed that the funds had been paid to Trustly at the time, and no fees should have been assessed. Per our exception policy, we waived 4 of the 5 fees initially. After further discussion, we agreed to waive the 5th fee as well, resulting in a full refund of all 5 fees charged (totaling $125). During this conversation with ******** she also asked to have authorization revoked for this particular merchant and we processed this request and confirmed completion.

  At the end of the conversation, our team confirmed that we'd recognized her feedback and would incorporate it into future experiences. ******** indicated that there was nothing additional for Trustly to do for her. 

  Business response

  03/12/2024

  We reached out to ******** on 3/6/24 to apologize for the delay in responding to her BBB inquiry and asked to open communications in an attempt to resolve her concern and collect her feedback. ******** responded and provided contact information. 

   

  Our team spoke with her, on the phone, on 3/7/24 and discussed her original concern with Trustly. She had been charged 5 NSF fees in connection with transactions completed (funded to a merchant account) that we weren't able to collect from her bank when they were presented for payment. ******** indicated that she believed that the funds had been paid to Trustly at the time, and no fees should have been assessed. Per our exception policy, we waived 4 of the 5 fees initially. After further discussion, we agreed to waive the 5th fee as well, resulting in a full refund of all 5 fees charged (totaling $125). During this conversation with ******** she also asked to have authorization revoked for this particular merchant and we processed this request and confirmed completion.

  At the end of the conversation, our team confirmed that we'd recognized her feedback and would incorporate it into future experiences. ******** indicated that there was nothing additional for Trustly to do for her. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a withdraw of $500 from BetMGM on November 19th and payout was processed on the 27th of November. I reach out to Trustly.com (clearance house for BetMGM) as per BetMGM request and Trustly give me the following reply: (((As a reminder, an *** Trace ID is proof that the payout was sent; it's the tracking number for the transfer. Trace ID research is performed by a specialized department in the bank with specific permissions for privacy purposes. If the *** Trace ID is not provided to this specific group within the bank, the transaction will not be researched properly. The financial institution can take up to 10 days to reach a conclusion. ********** of America Routing Number: ******** Account Number: ******** *** Trace ID: *************** The deposit was sent to your bank on November 19, 2023, and likely appeared on your bank dashboard on November 20, 2023. If your bank insists that they could not locate the transfer, kindly tell them to specify what happened when the *** Trace ID was investigated in their response.))) Trustly.com then ask me to reach out to **** of America (my bank). **** of America get back to me today and told me they never receive the fund from trustly.com... Please help me...

  Business response

  03/12/2024

  We sent an email to **** (from our support address) on 3/6/24 to apologize for the delay in responding to his complaint, and open a line of communication in an attempt to resolve his concerns and collect his feedback. We have not heard back from him at this time and will send. follow up email today (3/12/24).

   

  Copy of email sent on 3/6/24 - 

  ****,

  We have received a notice from the Better Business Bureau that you had submitted a complaint to them back in January regarding a withdrawal that you were unable to locate in your bank account.
  
  We would first of all like to apologize for only reaching out now, as we did not receive a communication from them until recently. We take matters such as these very seriously and regret that we were not made aware sooner. 
  
  If you agree, we would like to be able to discuss the situation with you and see if we can not only make things right by you but also if there are any opportunities for us to learn from this experience. 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 some more insight for you.

  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

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently i was charged 33 ach fees of $30 for "insufficient funds". I contacted my the company to inform there were funds and transactions were already processed. I sent proof to them showing that the information states funds were removed, as well as stating that this has never happened before and even if funds were not available the account will over draft. I contacted trustly to get a refund on ach fees explained to them what happened. They only respond via email and stated that they can only give me 2 fees in return instead of the full amount. Trustly does not respond in a timely manner due to me only being in contact with someone overseas. I tried to get an entire refund but trustlys cusomter service refused too.

  Business response

  03/12/2024

  ****** reached out to us on November 11th about 33 NSF fees. At the time of this communication, we applied our insufficient funds policy, which was to waive 2 NSF fees in incurrent in any 12 month period. At the time, ****** asked for additional fees to be waived, but the policy was upheld, in order to be consistent with all consumers in similar situations, after communication with a manager. 

  
  Since then ****** has not attempted to transact using our service, and his bank has disputed the remaining NSF fees (This dispute happened in December after he closed his account).

  We have communicated with ****** via email about the situation and gathered additional details from him. We advised ****** that the fees charged had been reversed by his bank, so although we had initially planned on refunding those additional fees as a one time policy exception, we no longer have that option. ****** advised that he checked with the bank and he confirmed the fees had been reversed.

  ****** indicated he was satisfied with the outcome, and appreciated that we had reached out to discuss. No additional action taken from Trustly at this time.

  
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **************** Issue I made a online bet with fanduel. The money was taken out of my account on October 30th. Then a reversal of funds on October 31st. Then on November 3rd the funds were taken out again with 3 nsf fees 20 dollars each total of 60 dollars. Even though the money was in my account the whole time the took 60 dollars from my account. I have been in contact with them for 9 days and they keep saying someone will get back to me and the case is escalated. I was offered 2 return fees when transition was complete which they say is still in process. I would just like my 69 dollars back and that's it. Unfortunately it has come to this which is a step I didn't seem necessary at first but after 9 days I am starting to lose my patience. I feel if you escalated a case someone would get right back to you and solve the problem. In this case it is not true I have to be the one to contact them everyday to get the same answer. Multiple times my chats with them were cut short by them. I am not sure why this keeps happening and sorry to bother you with this. I just hope there are no other people in this position. Much appreciated *********************

  Business response

  03/12/2024

  We sent an email to **** (from our support address) on 3/12/24 to apologize for the delay in responding to his complaint, and open a line of communication in an attempt to resolve his concerns and collect his feedback. We are waiting for a response at this time.
  
  Copy of email sent on 3/12/24 - 
  
  Hello ****,
  
  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received a notice from the Better Business Bureau that you had submitted a complaint to them back in November 2023 regarding some NSF/ Retry payment fees that you had requested to be refunded.
  
  We would first of all like to apologize for only reaching out now, as we did not receive a communication from them until recently. We take matters such as these very seriously and regret that we were not made aware sooner. 
  
  If you agree, we would like to be able to discuss the situation with you and see if we can not only make things right by you but also if there are any opportunities for us to learn from this experience. 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 some more insight for you.
  
  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

*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. ↩