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:03/03/2025

  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.

  2/17/2025-$200 USD PW*Terminal3 Pearls for the game Black Desert Online 2/14/2025--$200 USD PW*Terminal3 Pearls for the game Black Desert Online 2/10/2025--$200 USD PW*Terminal3 Pearls for the game Black Desert Online 2/10/2025--$200 USD PW*Terminal3 Pearls for the game Black Desert Online 1/28/2025-$200 USD PW*Terminal3 Pearls for the game Black Desert Online 2/10/2025 $200 USD PW*Terminal3 Pearls for the game Black Desert Online 1/29/2025-$200 USD PW*Terminal3 Pearls for the game Black Desert Online We had disputed all these with my girlfriends credit card because we thought they double charged but we didnt so we called Chase ****** card and had them Validate the disputes and remove them. We have proof saying that we did however I've been trying to get ahold of paymentwall and they've just been ghosting us. We provided Valid Driver's License as well as proof of Dispute Validation from ***** but they are ghosting us as well as blocking me from making further pur*****s with my own money. They have not tried to resolve the problem. They are instead ghosting me and not replying even after cooperation of Valid ID AND ****** Card documentation.

  

  Business Response

  Date: 03/14/2025

  Hi Johnandersen, 

  We have reviewed your concern and found your account. The dispute is still showing as ongoing on our end but we have already sent a follow up to confirm the status. In addition to that, we are checking with Black Desert Online your request to unsuspend the account. We will get back to you via inquiry R-9697786 as soon as we receive an update. 

  Customer Answer

  Date: 03/15/2025

  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.
  
  Sincerely,
  
  Johnandersen ****

• Initial Complaint

  Date:03/03/2025

  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.

  On Saturday March 1st, my son was trying to purchase in game currency for Marval Rivals through this company using a prepaid **** card he received as a gift. We tried a number of times to use it as payment but it would not work. We called **** for assistance and were informed that this company likely did not accept prepaid **** cards. I then used my credit card to complete the purchase however they then demanded I send them my government issued ** and other information to prove I was the card holder and locked my sons account from making any purchases using other methods of payment such as ****** pay or ***** pay. They will not unlock the account until I send them all the ** they are requesting which I think is unacceptable. I will not be sending them photos of my government ** so they can use it to commit fraud. Their "JUST TRUST ME BRO" response is not good enough for me.

  

  Business Response

  Date: 03/04/2025

  Hi *******, 

  We understand your hesitation in providing the required documents to lift the restrictions on the account. Please note that this step is necessary for us to verify your payment method.

  Your son can continue making transactions using a variety of convenient alternative payment options available on the website, such as Neosurf, Alipay, Mobiamo, MINT, or WeChat Pay.

  We have also sent you a response to your ticket inquiry R-9704827.

  Let us know if you have any questions. 

   

  Customer Answer

  Date: 03/04/2025

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

• Initial Complaint

  Date:01/20/2025

  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.

  My account got suspend for Express VPN and I tried to get my account unsuspended, but the account won't use it now. I want a refund.

  

  Business Response

  Date: 01/20/2025

   

  Hi Will, 
  There were no inquiries sent to us using the email address *************************** Our team contacted you through ticket ID ********* so you can provide details to find your account and help you with your request. 

• Initial Complaint

  Date:01/14/2025

  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.

  I deleted my auto pay with ExpressVPN. I was surprised to find that it was not deleted and I was charged on my Discover acct. I reached out to ********** to cancel my account immediately. There is a phone number with an answering machine but no way to connect to a customer representative. I sent an email and finally received a response that ExpressVPN disabled auto pay but did not close my account. I want my money refunded. I do not use their service and havent used it for the past year.

  

  Business Response

  Date: 01/20/2025

  Hi *****, 

  There were no inquiries sent to us using the email address ************************ Our team contacted you through ticket ID ********* so you can provide details to find your account and help you with your request. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22810891
  
  I am rejecting this response because I want a refund and a confirmation that my account is permanently closed with ExpressVPN and that I will not be automatically charged again.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/23/2025

  Hi *****, 

   

  For us to process your request we need to find your account first, and check the payment that you're requesting to be refunded. 

  In the email that we have sent you, we've requested for details which are necessary for us to start the investigation. 

  Kindly reply back to that email for us to assist you better. 

   

  Thank you.

   

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22810891
  
  I am rejecting this response because I responded to your email with my address.  You can send a physical check for ****** to my address as stated in the email.  

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

  Customer Answer

  Date: 01/25/2025

  No I have not received a refund from **********.

  

  Business Response

  Date: 01/27/2025

  Hi *****, 

  We'd like to assist you in claiming your refund, however we need to check whether the payment was processed through us. 

  Kindly reply to ticket #*******, sent through your email, so that we could further investigate. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22810891
  
  I am rejecting this response because:I have communicated with ExpressVNP twice now with information and am getting nowhere.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/31/2025

  Hi *****, 

  We are still awaiting your response regarding our previous email (ticket inquiry P-9627115). Currently, we are unable to locate any transactions associated with your email address.

  
  Could you kindly provide us with a copy of the payment receipt you received from Paymentwall?

  
  We look forward to your prompt response.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22810891
  
  I am rejecting this response because I have sent the appropriate documentation to ExpressVPN aka Paymentwall **** as they asked but am now being told the cant locate the payment info.  This is the unacceptable message I have received. There is no other alternative proof of payment and this company doesnt send receipts.  So far I have had messages from three different people in this company and no one seems to know what they are doing.

   

  Paymentwall
  01/29/25 04:22 PN
  Hi *****,
  We were unable to locate the payment using the receipt you provided.
  To assist you further, we kindly ask that you provide an alternative proof of payment, such as a billing statement or another receipt. If you don't have any other proof of purchase, please reach out to your bank to obtain the transaction details.
  Thank you.
  Best Regards,
  Cherry
  Paymentwall Resolution
  Support Team
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair 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.

  On April 29, someone without my permission fraudulently created an ExpressVPN account with my email address and used it to purchase a $99.95 subscription. I immediately reached out to ExpressVPN to request they cancel the transaction (ticket #********). By the end of the day, their billing department cancelled the transaction and processed a refund. I then immediately responded on the ticket and requested that they permanently delete the account and ALL of my information from their system. There was no response for a couple days so I reached out to ExpressVPN customer service on May 2 and requested the account deletion (ticket #********). The representative had me confirm over email that I requested the deletion request and processed it. I thought everything was okay until I received a response today, May 13, from my comment on the billing departments ticket from April 30 (ticket #********).Hello, We have flagged the account to make sure all information linked to it will never be used to make a purchase rather than having the information deleted. Thank you.Regards,Gem ExpressVPN Billing TeamI am extremely angry and quite frankly feel extremely violated. Express VPN has not honored my deletion request and will not remove my personal information from their system, regardless of the multiple times that I have requested my information be permanently deleted.That is why Im filing this BBB complaint. I not only want my personal information permanently deleted from their system, but I want an express apology for the way that this situation has been handled. It should not take two weeks to process a deletion request. Let alone be told theyre not processing the deletion because theyre just gonna mark the account. That is complete nonsense. It is my personal information. MINE! And it was provided to them fraudulently. They have no right to hold onto my personal information. NO RIGHT!

  

  Business Response

  Date: 05/15/2024

  Hi *****, 

  We understand that you are requesting the deletion of your Express VPN account. We were unable to locate any Paymentwall account information using your email address. To assist you further, we have reached out to you via ticket inquiry P-9251801.

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  Regarding complaint ID ********, I was able to get my account deleted with ExpressVPN and find that this resolution is satisfactory to me.  I attached a copy of the confirmation of this account deletion to the ticket.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/30/2024

  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.

  My account was hacked and someone used my credit card to make a charge on my account on my debit card that starts with 4490 6 and I want to cancel it and get a refund. I have no clue what the email address is.

  

  Business Response

  Date: 05/01/2024

  Hi Will, 

  We understand that your account was hacked. Could you give us more information about the transaction that you were referring to? We were still unable to locate your payment account and would not be able to take action at this time. You may respond to our email with the required information via ticket P-*******.

• Initial Complaint

  Date:04/28/2024

  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 want to cancel my account and get a refund.

  

  Business Response

  Date: 04/28/2024

  Hi Will, 

  We understand your concern. However, we were unable to locate your account information using the details provided in this complaint. We have reached out to you via inquiry P-*******. You may directly respond to the ticket inquiry so we can further assist you.

• Initial Complaint

  Date:04/10/2024

  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.

  I paid for a year of Express VPN, So it started to not work i went with another company. When i chatted online to someone at Express vpn site, they told me they would cancel my subscription, but cannot refund the months i have not used that i prepaid for. If this aint the classic theft scenario. I'm just looking for a refund of the months i have not used but paid for. Further more, i will wait for your response before filling with the attorney generals office which told me to contact you to see if we can get this worked out before getting them involved. Thank you.

  

  Business Response

  Date: 04/11/2024

  Hi *****, 

  We were unable to locate any account or inquiry related to your email address *********************. Our team contacted you via ticket P-*******, requesting more information to locate your account and help you with your concern.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21556954
  
  Express VPN is under ******************************

  

  Business Response

  Date: 04/13/2024

  Hi *****, 

  We have received your information and your response to us via ticket P-*******. Note that we were unable to locate any transactions related to your email address and the card details that you provided. It would be best to send us a screenshot of your payment receipt showing your order ID that starts with 'w' (w123456789). 

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21556954
  
  I am rejecting this response because:
    I am working with Express VPN, for a refund, once i get the refund i will consider this matter closed.
  
  ***********************

• Initial Complaint

  Date:01/11/2024

  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.

  Description of complaint:hi there i need help with this matter... i try to buy goods as usual and it kept coming up with error msg i contacted paymentwall they keep telling me all is fine try new cards i order new bank cards several times and nothing worked then i rang my bank up they told me all is fine my bank card working and asked me to try buy something i tried and didnt work and was advised to contact payment wall with this issue so i did again and again and each time they kept ******* me about telling me try new cards etc and i got another card from bank still same problem and when i try on my brothers account my card worked fine nothing wrong there and i tried my families cards same not working and i kept emailing them and they kept telling me same c*** then they asked me to send my ids and copy i did all as they asked they messed me about for several weeks they kept saying all is fine and try new cards for no reason then they said my account has restriction and been lifted and try again to buy and i did and not work i sent them ss and they replied try again and send ss.... these clowns keep doing this to me and i am ************* from them i have done everything they asked and yet again i have same problem . pls get to them bottom of this and be aware my cards are fine they work on my brothers account i even tried my famlies bank cards on my id nothingn works .

  

  Business Response

  Date: 01/14/2024

  Hi ********,
  
  The restriction on your account has already been lifted as you submitted the required documents through ticket R-*******. Also, we can see that you were able to make purchases now. Your previous transactions were declined due to suspected fraud. It was caused by using multiple cards.
  
  To set your expectations, you may come across the same verification process in the future when you try to use another payment system that is not verified.

• Initial Complaint

  Date:01/11/2024

  Type:Product 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.

  hi there i need help with this matter... i try to buy goods as usual and it kept coming up with error msg i contacted paymentwall they keep telling me all is fine try new cards i order new bank cards several times and nothing worked then i rang my bank up they told me all is fine my bank card working and asked me to try buy something i tried and didnt work and was advised to contact payment wall with this issue so i did again and again and each time they kept ******* me about telling me try new cards etc and i got another card from bank still same problem and when i try on my brothers account my card worked fine nothing wrong there and i tried my families cards same not working and i kept emailing them and they kept telling me same c*** then they asked me to send my ids and copy of card which i did and again they email me saying now i can buy restriction been lifted... they could have said my account has restriction rather lying and messing me about for 2 weeks and now again they asked me to buy all is fine i tried again and same problem i sent ss to them then they email me again asking me try to buy and send ss if not work hmmm i sent them and they ask me to try again and again and send ss.. i have done everything they asked send selfies ids id next to my face and take pic etc i did all and at end i am getting ****** about from these idiots and i am ************* i told them i will let BBB deal with this as they keep messing me about and BBB always helped with companies such as paymentwall. Please can you get to the bottom of this bare in mind no matter what card i try i get same problem and they keep lying to me non stop.

  

  Business Response

  Date: 01/14/2024

  Hi ********,
  
  This is a duplicate complaint to ID ********. As we mentioned in the initial complaint, the restriction on your account has been lifted as you're able to submit the needed documents through ticket R-*******. We can see that you already have successful payments. Your previous transactions were declined due to suspected fraud. It was caused by using multiple cards.
  
  To set your expectations, you may come across the same verification process in the future when you try to use another payment system that is not verified.

  Customer Answer

  Date: 01/29/2024

  They finally fixed the problem soon as your department emailed them as from before they would keep messing me about and would keep on lying to me.  Thank you for all the help as always I can trust BBB to get the result I want.