ComplaintsforCanPay Debit

• Initial Complaint

  07/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CanPay incorrectly debited the wrong account in mid 2022 and refused to fix their error. I couldn't link another account, couldn't remove the account to try again, no matter how many times I tried to process the "rejected payment"they rejected it despite being a valid account with money in it. A pop up said if i paid a past due balance of over $140 that it would allow my account to re-link. I did so and the payment of course cleared with the same account they swore was unable to make the initial payment. Now they are refusing to reactivate my account with '******" saying and this is a direct copy and paste-"Upon review, your CanPay account was flagged due to excessive unpaid-purchase/late payments activity.Unpaid purchases and the subsequent repayment process can be expensive for both customers and **********************, and excessive activity can result in the permanent suspension of a CanPay account.Due to these reasons, your account has been permanently suspended. Our **************** Team does not have any further specifics on the reasons for this decision by the automated system, but I do know that it is a permanent decision that cannot be altered at this time.Thank you."So i was just ripped off for $145 I'm not sure I owed, to use a service that is now refusing to enable my account again. I did not have multiple violations or issues it was that singular purchase from July 2022 that canpay seems to have messed up; canpay kept trying to debit incorrectly and canpay that was the problem.

  Business response

  08/08/2024

  The BBB is an unsecured forum and as such, no specific account information can be discussed here. In general, CanPay customers have the ability to manage their banking within the App and can update it as needed to new bank accounts. If any customer has questions about a specific account or transaction, they can reach out to CanPay's live chat support which offers a secure environment where the best available answer can be provided.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for this service because they said it could be used like a debit card with my bank account and Im waiting for. Replacement debit card. I had money sent to my bank account specifically to be used to purchase my medicine using this companies payment service. Immediately upon receiving my bank login and password they deactivated my account telling me Ive been suspected of fraud. I call them for help and they have a message saying to use their online help. The online help repeated legaleeze at me a few times about how they can deactivate any time whether I made a transaction or not. Super unhelpful and refused to answer any questions. Then said theyd have a supervisor reach out. They never did. I continued to message chat asking for help for 5+ hours with no response. They have read receipts on so I know they were seeing and reading my messages and choosing not to answer. They didnt even bother with an email to let me know my account was deactivated or why. I am worried they have my bank information and Ive been scammed. I am now debating whether my info has been stolen and im scared i need a new bank account. im autistic with major depressive disorder and CPTSD. This entire thing sent me into a complete breakdown and i dont feel safe or okay with this company having all my banking info! They state it works like a debit card but it doesnt even do that. They give you some made up purchasing power??? None of this is clear in advertisement or explanation of services.

  Business response

  08/04/2024

  Hello, BBB. This complaint makes a fraudulent claim regarding false advertising. At no point in the compliant does the complianer provide any proof to back up the claim of false advertising (because there is none). This post is intended to harm CanPay's reputation through the false claim and as such should not be published by the BBB.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company does not debit money instantly as they should, causing multiple flags on the CanPay account as well as problems with my bank and other automated payments leading to unfair account closure with NO prior notification. I reached out multiple times stressing the importance of timely debit processing (especially as a business owner myself).Today I go to use the app which notifies me to contact an admin (not unusual because the app ALWAYS has problems) and ***** states I'm permabanned because of THEIR unprofessional system of debiting funds days, sometimes weeks later. App users shouldnt be penalized and experience delays in purchasing products because the company cannot be bothered to INSTANTLY debit funds as REPUTABLE companies do.Since I requested to deactivate my account, I also requested information on how to remove my bank account details and personal data from the system (because why keep an account on file that the company had so much trouble from, right?) and was met with a closed chat window. When I tried to re-enter the chat, my account was deactivated. Shady much? ??Gag is, this company operates EXACTLY how many others that have been sued and investigated for shiesty practices and poor customer service ??Another issue I noticed is that once I landed on the $75 space and the jackpot space and both times, the screen glitched and jumped BACKWARDS to sorry, not a winner ??I want my information deleted with proof in writing by email that my data is no longer in your records. Im glad I was banned because it highlighted what a slipshod business this is. NO company has the right to retain personal information, banking records, or otherwise after expressly requesting removal of said information. THAT IS ILLEGAL AND UNETHICAL ************** is not accredited nor is the information secured/encrypted so once your account has been banned, you are STRONGLY urged to change all information as these are most likely and ultimately scammers.

  Business response

  07/05/2024

  BBB: this compliant clearly violates the BBB's rules and cannot be published.

  Business response

  07/16/2024

  While CanPay cannot confirm/deny the details of any specific consumer account or information in a public forum such as the BBB, any consumer that wishes to understand CanPay's privacy policy may read about that policy here: ********************************************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company makes it impossible to get an account setup. They require a photo ID submission then respond back saying the request can't be approved due to KYC requirements but provide no additional information and there is no way to get a legit reason for the denial. It's frustrating and shady.

  Business response

  05/16/2024

  Hello, The specifics of any consumer enrollment cannot be discussed in a public, unsecured forum such as the BBB. All questions regarding a particular account should be direct to CanPay's live chat support.

  In general, CanPay must meet certain verification requirements for each consumer enrollment. If those requirements are not met, the enrollment cannot be approved. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I had a limit of 3000 after I spoke with them about what their limits are they went into my account and lowered my account down to 150 dollars. In their disclosure is says limits can be based upon what you have in your bank account. Im not broke thats why my limit was set at 3000 why did yall lower back down after I talked with customer service asking what your limits are? I do not recommend company I would find another alternative.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  This company doesn't pull the money when it needs to be pulled and causes a bunch of issues. I messaged multiple times about trying to pay it on time and it wouldn't pull with the money in my account or when it was supposed to. I was assured everything was fine. Today I go to use it and it says I'm permabanned because their system doesn't pull the money on time and it costs the owner money for returned payments. First off, if you cant handle this happening, find a way to INSTANTLY take the money if you're too broke to deal with that. But this guy is likely a multi millionaire who doesn't care about his consumers. Additionally since I can't use the service, I wanted all of my information wiped cause I dont want someone having my info. Theres no way to delete that information which is sketchy that they try to hold on to it. Its even more sketchy you can be "permabanned" with no explanation and they can just keep all your info. This is a terrible company and I hope they go under with the way things are ran. Fix your transactions and stop putting it on the customer when your system doesn't pull for DAYS sometimes even WEEKS at a time. Delete my info. I dont even want to be unbanned if it means dealing with this kind of behavior. Btw there's no way to unban you cause the system just randomly does it. Which is crappier. So yeah. I want my info off the site, scrubbed off the website. I revoke all consent for you to have my private information like my social security and bank details. Its not acredited and likely is stealing peoples information. Please be warned.

  Business response

  12/09/2023

  This complaint makes false claims of illegal behavior and thus violates BBBs rules for posting. This complaint must be deleted from your records. 

  Business response

  12/19/2023

  Hello, because the BBB portal is not secure, this is an inappropriate site to try and address specific account issues (or if an account even exists with CanPay). Should any customer wish to ask a question about their account, this can be done through the Live Chat Support on CanPay's website and in the app. Thank you.

  Customer response

  12/25/2023

   
  Complaint: 20981421
  
  I am rejecting this response because: this didn't address my complaint nor is there efforts to change the fact I want my information off the website. The chat is no help and nobody knows how to get my information, or anyone information off. Secondly, if you cant afford to run a business, dont run a business. 

  Thirdly, withholding someone's information while they can't use your services due to your own financial issues is absurd and not secure. Matter a fact, you could say its borderline illegal. 
  
  Sincerely,
  
  *********************************

  Business response

  01/17/2024

  BBB,

  This compliant violates your own rules submitting compliants and should be dismissed. One example of this violation is that it makes claims of illegal behavior (abd which are notably false). Our expectation is that you will not publish this complaint due to its violation(s).

  Business response

  01/31/2024

  BBB,

  
  This compliant violates your own rules submitting complaints and should be dismissed. One example of this violation is that it makes claims of illegal behavior (and which are notably false). Our expectation is that you will not publish this complaint due to its violation(s).

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So canpay has a free spin wheel that is supposed to be random when i contacted them to let them know that the algorithm was not random and i had predicted the outcome multiple times the person that responded (JC) basically called me a liar without even checking into it and was vary rude after this i will be contacting the Littleton chamber of commerce about this issue as well

  Business response

  10/20/2023

  Hello, the BBB is not the appropriate forum for a discussion involving specific details for a CanPay account. That information is private. Please contact the CanPay Customer Support team directly via the live chat tool in the app if you have any additional questions or want to review the specific spin history on your CanPay account.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The canpay app has a rewards spin wheel. If it lands on the option for you to get money, it says there was an error and you spin again until it offers you points. They are deceptive liars. Closed my account, what point is the rewards program if it's rigged? Genuinely regret letting them in my bank account. $75 credit? Error no. Please respin. You get 50 points that are useless in stores.

  Business response

  10/02/2023

  Because no specific consumer details can be discussed here, the BBB is an inappropriate forum for resolving concerns related to CanPay. Please direct all questions to CanPay's in-app live chat where the specific details of an account can be discussed securely.

  Generally, we recommend that all customers update their Apps when provided the opportunity to ensure that all features are updated and operating as expected. Thank you.

  Customer response

  10/02/2023

   
  Complaint: 20668638
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** was talking to me and cut me off the chat at closing time. HOW UNPROFESSIONAL AND DISRESPECTFUL. proper worth ethic is you FINISH with the customer you are with until you resolve the issue then you may log off and go home, ect. I was in the store waiting for them to resolve my issue. and MID CONVERSATION , the agent (*****) disappeared mid conversation. definitely should be brought up to a high authority as this shows very poor respect and worth ethic.

  Business response

  09/04/2023

  Hello, the BBB is an inapproprate forum for such a request since no specific details about CanPay accounts can be discussed. Please reach out directly to CanPay in the in-app live chat or via email for any particular questions or concerns.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 31 2023 I do not have an unpaid transaction. Curaleaf is continuously telling me I owe them $111 to settle my account when, in fact, I had to pay another way because the paymemt was rejected by canpay for no reason initially. The cashier at curaleaf ran my canpay twice. The exact same amount on the exact same day with 1 minute difference is in my transaction history. They keep telling me I have to settle my account with the money that my bank credited me because the duplicate was in error and they determined that. I will never use canpay again but I want my account cleared.

  Business response

  07/19/2023

  Hello, the BBB is an inappropriate forum to discuss specifc account details. Please contact CanPay through the live chat in our app or via email for instructions on how to resolve any issues that you are encountering. Thank you.

*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. ↩