ComplaintsforBitPay, Inc.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an invoice due with an online company that uses Bitpay checkout. The amount due wAS $1099. As always, Bitpay marks the price due significantly and blames it on differences in exchanges. That makes sense for $3-5 but the amount due on the bitpay invoice was $1126.22. Then I had to pay miner fee's of $16.27 on top of that. The transaction went through as normal from my side. Then confirmations were complete a short time after. After noticing I didn't receive confirmation from the vendor last night I checked to see that the invoice was still unpaid. I reached out to the vendor who informed me that the invoice was marked underpaid by bitpay. Double checking the amount sent and confirmed, I was told to reach out to Bitpay, and I did. I showed them the info and proved that the invoice was in fact overpaid. Their response was to accuse me of violating their terms without any specific accusation and that I must give them all my private information. After doing so they wrote: "If we are otherwise satisfied that providing the refund will not violate our Terms of Use, we will then return the funds for this payment. Your failure to satisfy these requirements will result in your waiving the right to a return of the funds." So basically, if they can make up a terms violation to keep the money, they can. And if I don't provide them with my private information, I "waive" the right to a refund. After seeing what scummy tactics they use to steal from people, I am not comfortable providing any of that info. I never signed up for bitpay, never bought a product from bitpay, and owe bitpay nothing, I would call them keeping the money meant for a vendor, stealing. It would be like ordering pizza and having the delivery guy take the money and keep it for himself because he decided he wanted your social security number.

  Business response

  08/17/2023

  To Whom it May ******************** style="font-size: 0.875rem;">******************** has been in contact with BitPay's Customer Success Team on several occasions, and has so far not provided the information we need to be able to process his refund.
  

  On Tuesday, August 8th, 2023, ******************** contacted us regarding a payment to one of our merchants that was underpaid. ******************** stated that he believes enough funds were sent and the invoice was overpaid. No identifiable transaction information was provided at this point for us to proceed with our research.  

  The price of the invoice ******************** attempted to pay was ******** BTC. Due to the miner fee the customer had to pay, only ******** BTC was received, which meant that this invoice was underpaid. Our policy is to refund underpayments to the customer so they can attempt a new transaction with the merchant.

  Roughly an hour and a half later, we replied asking for more information in order to locate his payment.******************** replied roughly 20 minutes later with the transaction information for us to find his payment. Later that evening, he requested that we apply his payment toward the purchase instead of refunding him.The next morning, when regular business hours resumed, we replied letting ******************** know that we are unable to apply his payment due to a suspected violation of our Terms of Use and asked that he complete our KYC verification process. In order to receive refunds of **** USD and above, we require verification so we can meet our obligations under the Bank Secrecy Act (BSA). This transaction exceeded that threshold.

  At Bitpay, the success of our customers is very important to us, and we regret any challenges that ******************** had with his transaction.  He may feel free to reach out to me directly at ****************************** with further questions.  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************
  
  

  Customer response

  08/19/2023

   
  Complaint: 20448833
  
  I am rejecting this response because:

  As you can see in the screen shot, the claim that the payment was short is an outright lie. The miner fee's came out on top of the amount sent which was an overpayment of $24. When pointing this out to bitpay support they then changed their reasoning for holding the payment to suspected violation of terms. Regardless, I am in no agreement with bitpay and am not bound to their terms. Nowhere throughout the checkout process does it state that they can hijack the funds that aren't meant for them. Nor is there any point that I am required to agree to their terms. None of this info is clear or posted when checking out. The real easy solution is you send the payment to the intended business being that I did not underpay nor did I violate any of your unposted terms. You have illegally held this payment for no reason. Like I said, I will not be sharing my private info with a shady company doing illegal things. Please send the payment to the intended business and be done with it. Or if you insist on refunding then you can send ****** to bc1qcgsljhfzwf64qjp2mdpgrhnpr86m2jzsvhmhxy as to not flag your non-sense sending limit. 
  Sincerely,
  
  ***************************

  Business response

  09/01/2023

  To Whom It May ***************************** the above referenced transaction, the amount of the invoice was $1099 USD.  At the time of the invoice, the exchange rate was such that the amount received by BitPay after miner fees was $1097.89, making this invoice underpaid.  

  We have contacted the merchant, and have agreed as a courtesy to accept the lower amount, provided that ******************** approves.  If he does approve, he will need to respond to the email we sent him approving of this; otherwise, we will need him to complete identity verification so that we can return his funds to him.  

  At BitPay, the success of our customers is very important to us, and we regret any challenges that ******************** had with this or any other transaction.  He may feel free to reach out to me directly at ****************************** with further questions.  
  
  *******************, VP of Customer Success, **********************
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Connected with Bitpay recently but did not get adequate support, then connect Bitpay again this month, still going no where.Bought $1,108-market value of Bitcoin through Coinbase, and deposit the ****** *** to Bitpay *** Personal Wallet. Bitpay only sent me an email and had me on the Bitpay app. I can see my Bitpay *** Personal Wallet, but cant use the *** or transfer it. Bitpay customer support said I need a password, but Bitpay never gave me any access or instructions how to set up a password or 12-word recovery phrase.

  Business response

  08/11/2023

  To Whom It May ************************************* has been in contact with BitPays Customer Success team, but to this date weve not received the information that we need to help troubleshoot his issue.  I had a senior member of our team reach out to him today to help resolve this directly with him.  
  

  At Bitpay, the success of our customers is very important to us, and we regret any challenges that ************ had with this or any other transaction.  He may feel free to reach out to me directly at ****************************** with further questions.  
  

  Sincerely, 
  *******************, VP, Customer Success, **********************

  Customer response

  08/11/2023

  issue: I never received any transaction ID and wallet ID from ********************** when set up the wallet.

  Bitpay asked me to provide the information below: Please provide the transaction ID and your wallet ID in plain text. To get your Wallet ID;
  Open the ********************** app and tap on the Gear icon
  Tap the key that contains the wallet
  Tap your wallet name under Wallets> Information. The Wallet ID should be the 3rd item on the list. If you tap on the Wallet ID, it will copy it to the clipboard so you can paste it into your email reply.

  The problem is that I never received any transaction ID and your wallet ID in plain text.

  Business response

  08/22/2023

  To Whom it May ******* -  

  In order to resolve **************** issue, we need him to provide us the transaction ID and his wallet ID in plain text.  

  We've provided instructions on how to do that, but ************ has not yet provided that information to us so that we can troubleshoot.  Until we have that information, we're completely stuck.  

  We want to get to the bottom of his issue, but cannot do so without this required information.  ************ may feel free to provide the requested information to me directly at ****************************** if he wishes.  

  Sincerely, 
  *******************, VP, Customer Success, ********************** 

  Customer response

  08/22/2023

  Problem not solved; Pending request: BitPay Support Request - #*******
  

  Follow your instructions below, but cant get the ID.
  It appears that I need password, but I never received or set up my password.
  
  Some screenshots attached are what I experienced: 6 screenshots sent to Bitpay.

  ****
  after the above email, this case is still pending upon Bitpay further instructions.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 27, 2023, I loaded $500 to my BitPay card with the intention of purchasing an airline ticket along with luggage from the Aeromexico website. The total amount of the purchase was $398.63. However, upon attempting the transaction, my BitPay card was declined on the site. Upon checking the BitPay app, I noticed that the purchase was shown as pending.Immediately, I contacted BitPays customer service, and I was assured that the transaction was authorized and the funds would be returned. Due to the inconvenience caused by the failed transaction, I decided to load an additional $344.00 to the card and successfully purchased the airline ticket without the luggage.Despite being told that the original failed and rejected debit would be refunded, BitPay later changed banks and was unable to provide me with a specific time frame for the refund. Instead, they informed me that I would receive a refund check in the mail. To my surprise, I recently received a check for only $6.70, which effectively closed my account. The $398.63 that was originally pending remains unrefunded.In an effort to resolve the matter, I followed BitPays suggestion to contact the airline (Aeromexico) directly. However, the airline has no record of a charge that did not go through, and they only mentioned that there was a problem with my card, leading to its rejection.I am requesting a full investigation into this matter and a complete refund of the above-mentioned amount ($398.63). The unauthorized charges and failure to refund have caused significant inconvenience and financial hardship. I trust that the Better Business Bureau can assist in resolving this issue and hold BitPay accountable for their actions.

  Business response

  08/04/2023

  To Whom it May Concern,  

  BitPays Customer Success Team has looked into Ms. **** complaint, and we have instructions for her on how to proceed.  

  Per our cardholder agreement, and so that we can remain in compliance with Regulation E, we need to ask Ms. **** to formally dispute this transaction via the number on the back of her card.  For reference, that number is ************. Once we have the formal dispute lodged our banking partner can look into this in more detail and work with the merchant to resolve the issue.

  At BitPay, the success of our customers is very important to us, and we regret any challenges that Ms. **** had with her transaction.  She may feel free to reach out to me directly at ****************************** with further questions.  

  Sincerely,
  ********************; 
  VP, Customer Success  
  ********************** 
  

  
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Been trying for a week and a half to collect a bitcoin refund and I'm getting emails saying its solved but I have not seen in change in status. The merchant chose this company as bitcoin processer, not me. For whatever reason this payment was slower than the other 3x I made within 1 hour of each other. I just want my bitcoin back and I'm not getting anywhere with their customer service

  Business response

  05/25/2023

  To Whom It May ********************************************* has been in contact with BitPays Customer Success Team, and we believe we have resolved his issue fully.  

  On May 24th, we were able to get Mr. ******** refund information completed so that **************** could process it.  The transaction went out on the morning of May 25th, and he has confirmed receipt.  

  Should ****************** have additional questions he may reach out to me directly at ******************************.  

  At BitPay the success of our customers is very important to **, and we regret any challenges that ****************** had with this or any other BitPay transaction.  

  
  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************
  

  
  

  Customer response

  05/25/2023

   
  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

  05/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My transaction been pending for more than 12 hours. I submitted tickets and got no response for them. This is ridiculous.

  Business response

  05/15/2023

  To Whom It May ***************************************** has been in contact with Bitpays Customer Success Team on a number of occasions, and we believe we have provided her with the correct information on this issue.
  

  On May 7th, ************** used her BitPay wallet to send a transaction. This occurred during a time when the Bitcoin network was under heavy load, and all users were experiencing significant delays. BitPay does not have any control on when any transaction is confirmed on the blockchain, and it appears that Ms. ****** transaction was confirmed on May 10th at 10:51 UTC.  

  Should ************** have additional questions she may reach out to me directly at ******************************.  

  At Bitpay the success of our customers is very important to **, and we regret any challenges that ************** had with this or any other Bitpay transaction.  
  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************  
  

  
  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 14th I used my BitPay wallet in order to purchase an Amazon Gift Card (in the amount of $250 CAN) directly from within the application. Having completed the transaction I awaited the claim code but it hasn't shown up within the expected two hours. Having logged in into BitPay, I was able to verify the invoice information. My wallet ID: ************************************ and the Invoice ID: DpLxYMozCsnAYkRXsB43WB both appear on the successfully completed payment to BitPay International Gift Cards.Having contacted BitPay, I expected an immediate resolution.******* from BitPay Support Team replied to the opened ticket (request ID: 2bNb2Bq1UL63beZ1W3YJfzSDQZv8YxLSA589CG23Hy9wdTyBy66wguHKKieMpmqKPx) via an e-mail. I was informed that an error occurred on the side of BitPay's merchant. ******* claims to have contacted the gift card provider who happens to be ******** as he/she claims, but no reply was given. Today is April 19th and to this day I still haven't received my claim code. At no point did BitPay offer a refund or any kind of resolution.

  Business response

  04/27/2023

  To whom it may concern,  
  

  ****************** has been in contact with BitPays Customer Success Team and we believe we have now resolved his issue.  
  

  Over the past couple weeks we have been experiencing issues with one of our gift card providers which has made it difficult for us to generate or refund some gift cards on our platform.  We have now initiated a refund email to ****************** - he can follow the instructions in the refund to claim his refund back to his cryptocurrency wallet.  

  We have also taken Mr. ******** feedback and have made some temporary changes to our gift card program to ensure all our customers have a good experience.  
  

  At Bitpay the success of our customers is very important to us, and we regret any challenges that ****************** had with this or any other Bitpay transaction.  

  
  Sincerely, 
  ********************;
  VP, Customer Success 
  **********************
  

  
  

  Customer response

  04/28/2023

  Having followed instructions provided by BitPay, I am currently awaiting the refund. 

  Business response

  05/08/2023

  To Whom It May *********************** show that the refund for this transaction was completed on May 1, under transaction ID: 0x5291b0b892405383e53e4dacfaf3a9edc4d7bac4e4ec8c438f8c753aed0e9dd3.  

  At Bitpay, the success of our customers is very important to us, and we regret any challenges that ****************** had with his transaction.  He may feel free to reach out to me directly at ****************************** with further questions. 

  *******************, VP of Customer Success, ********************** Inc.

  Customer response

  05/09/2023

   
  Better Business Bureau:
  

   

  I can confirm the refund from BitPay paid in full on May 1st. While I'm glad BlinkSky is no longer featured for gift card purchases within the wallet application, I wish BitPay was able to resolve the incident on the 14th of April.

   

  *********************************

   

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a $1000 master card gift card from my Bitpay app, on April 6. According to the information, they have ************************************************* a virtual account number where I can spend the gift card. But now it is 11 days I still don't get the virtual account number so I can't spend on the gift card I purchased. I contacted Bitpay customer service since day 4, but they don't help much. I asked them either to fulfill the giftcard and give me the virtual account number so that I can spend the money, or refund me, but so far Bitpay did not do any of these. I also asked for a timeline when the issue will be resolved, and get no reply.

  Business response

  04/25/2023

  To Whom It May ****************************** *** has been in contact with Bitpays Customer Success Team, and we believe that his issue has now been resolved completely.  
  

  We have been experiencing some issues with one of our electronic gift card merchants. As such, we have temporarily suspended these gift cards, and have begun issuing refunds for the outstanding cards.  
  

  I personally sent the refund request to Mr. *** on the morning of Tuesday, April 25th.  
  

  At Bitpay, the success of our customers is very important to us, and we regret any challenges that Mr. *** had with his transaction.  He may feel free to reach out to me directly at ****************************** with further questions.  
  

  Sincerely,
  ********************;
  VP, Customer Success 
  ********************** 
  

  
  

  Customer response

  04/25/2023

   
  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. And I received a refund link from Bitpay, I hope in the future Bitpay will use only good providers (not like in this case Blinksky, which damages the reputation of Bitpay).
  
  Sincerely,
  
  Jiong Sun

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took screenshots of my ************************* order to import my wallet. When I purchased my new phone, I tried to import my wallet using the same words (screenshots) as I had before and it says please wait your key is still being imported then it instantly says problem importing key, please try again I have imported my wallet with these 12 words before with no issue. There is NO customer support, only a bot who tells you to check capitalization and punctuation, which I obviously know because I have done this before. I have close to $16k that I cant access and need for an emergency. I have been trying to import my wallet for over a month and cant get anyone from BitPay to acknowledge me.

  Business response

  12/13/2022

  To Whom It May *********************** acknowledge receipt of this complaint, and are currently working with our development team to troubleshoot the issue experienced by *****************  We have reached out to him for additional information, and will continue to keep him updated as our team investigates.  

  If he would like an update, he may feel free to reach out to me directly at ******************************.  

  Sincerely,  

  *******************, VP of Customer Success, **********************

• Initial Complaint

  10/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid ******* in bitcoin ($2375.59) on October 9, 2022 with a purchase at ******************. To date, ****************** refuses to ship or issue refund. I have contacted both ****************** and Bitpay multiple times. BitPay refuses to issue refund and no longer answers ANY questions! This is ILLEGAL and BitPay is now involved with GEC in being a SCAM! I have no way to get my money back as both ****************** nor BitPay refuse to issue refund!

  Business response

  11/02/2022

  To whom it may concern, 

  Mr./******************** has been in contact with Bitpays Customer Success Team on a number of occasions, and we believe we have provided them with the correct information on this issue.  

  As disclosed in the Shopper Terms of Use, refunds of successful payments are subject to the merchants refund policy. To seek a refund of a successful payment, a user must request the refund from the merchant to which the payment was directed, as BitPay is not responsible for any merchants refund policy.  

  Should Mr./******************** have additional questions regarding the merchants refund policy, we encourage him/her to reach out directly to the merchant. As a courtesy we did reach out to the merchant on the customers behalf, and they stated that they were unable to offer a refund until Mr./******************** returns some products to them. We provided this feedback to Mr./********************. At this point, BitPay is unable to offer additional assistance as we acted only as a payment processor in this transaction.  

  We have also taken Mr./Ms. ********* feedback and will consider it as we work with merchants to ensure a positive experience in offering BitPay services for shoppers.  

  At Bitpay the success of our customers is very important to us, and we regret any challenges that Mr./******************** had with this or any other Bitpay transaction.  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************
  

  
  

  Customer response

  11/02/2022

  
  Complaint: 18333697
  
  I am REJECTING this response!!!

  Bitpay constantly ignores nearly all questions asked.  Bitpay is acting like they have NO RESPONSIBILITY in being a payment processor!  This is WRONG, they do!  There is responsibilities in accepting payment from a customer!  I paid this order IN FULL to the merchant (******************) using their service.  I did NOT receive items that were PAID IN FULL!!! THIS IS A MAJOR PROBLEM!

  I have contacted the merchant and requested them to send my order or refund.  The merchant REFUSES TO DO SO!  I have requested Bitpay to refund my payment because I have not received what I have paid for.   BitPay REFUSES!  I paid IN FULL for EVERYTHING I have purchased from this merchant!   This merchant and Bitpay are BOTH acting ILLEGALLY!!!  What can I do?   Nothing other than start suing!

  I have asked NUMEROUS times, if the merchant refuses a refund or refuses to send me my order, what is BITPAY doing to assure I will get one or the other???  They blatantly ignore this question!  What does a customer do when a merchant is a SCAMMER and Bitpay accepts payment for a SCAM business!? NOTHING!?!?  BITPAY IS NOW A SCAMMER TOO!

  Stop lying!  The customer means NOTHING to you!  If I did mean ANYTHING, I would have received a refund already!  Please send the refund immediately since you care so much!  You have screwed over a loyal customer! 

  If I do not receive my refund back or my order shipped THERE WILL BE LEGAL ACTION AGAINST BITPAY AND ***************** to get my money back! 

  SEND ME MY REFUND IMMEDIATELY!!!
  

  Business response

  11/03/2022

  To Whom it May *********************** making the payment or donation using the ******* Services, our users agree to be bound by the BitPay Shopper Terms of Use.  
  

  I have attached BitPays Shopper Terms of Use to this response for reference.  

  Subsection 6(a) dictates that Refunds of Successful *******s are subject to the merchants refund policy and to seek a refund of a Successful *******, you must request the refund from the merchant to which you directed the payment.  

  Mr./******************** is contacting us regarding a payment successfully made to ******************; given that payment was successful, BitPays involvement in his/her dispute with ****************** has come to an end. As a courtesy to Mr./********************, we have reached out to the merchant on multiple occasions to obtain information about the order in question; in each case we were informed that Mr./******************** needs to return product to ****************** in order for the refund to be processed.  

  For further information or discussion about this order, we refer Mr./******************** to the **************** team at ******************, a merchant with a BBB rating of A+. They can be reached at ************************** or by phone at ************.  They are open Monday through Friday from 10 a.m. to 5 p.m. ET.  The merchants return policy, which governs this order, can be found here: https://www.*******************/FAQ/Returns.  

  At Bitpay the success of our customers is very important to us, and we regret any challenges that Mr./******************** had with this or any other Bitpay transaction.  
  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************
  

  
  

  Customer response

  11/03/2022

   
  Complaint: 18333697
  
  I am rejecting this response because BitPay is A SCAM company AND does NOT answer questions!!!

  Bitpay has a LEGAL OBLIGATION to make sure the customer gets a refund from an ILLEGAL company or THEIR PURCHASED GOODS!   I GOT NOTHING!  THAT'S ILLEGAL BY LAW!  YOU WILL BE ***D!

  Bitpay doesn't know how to read!!!  Why do I have to repeat myself OVER AND OVER AGAIN!?!  Bitpay does NOT UNDERSTAND that I paid for an order AND I did NOT RECEIVE SAID ORDER!  I asked for a refund from the merchant, the merchant REFUSED!  NOW WHAT????  THIS IS A VERY IMPORTANT QUESTION THAT BITPAY CANNOT AND REFUSES TO ANSWER!!! I HAVE ASKED THIS QUESTION 10 TIMES NOW IN EMAIL AND THEY HAVE NO RESPONSE AND BLATANTLY IGNORE! What does your policy say about supporting a SCAM COMPANY!?!?  BITPAY IS A SCAM COMPANY TOO BECAUSE THEY SUPPORT THIS SCAM MERCHANT!  LOOKS LIKE I WILL *** YOU AND THE MERCHANT NOW BECAUSE I HAVE PAID FOR SOMETHING THAT I DID NOT RECEIVE!  BITPAY SUPPORTS SCAM COMPANIES AND ARE SCAMMERS!!!  YOU CANNOT CONTINUE AS A BUSINESS!

  Once again....I have to repeat over and over again!  ALL ORDERS HAVE BEEN PAID IN FULL!!!!  I HAVE NOTHING TO RETURN!  BUT THE MERCHANT OWES ME A ORDER THEY CONTINUE TO ILLEGALLY HOLD ON TO!  $2500 IN MERCHANDISE IS BEING HELD ILLEGALLY BY THIS MERCHANT!   AND BITPAY SUPPORTS THIS ILLEGAL ACTIVITY!!!

  Once again... Bitpay claims to care about customers but all they care about is GREED, MONEY AND SUPPORTING ILLEGAL AND SCAM COMPANIES!  

  A BBB rating means ABSOLUTELY NOTHING AS SEEN BY THE RESPONSES AND SUPPORT OF ILLEGAL ACTIVITY!  Bitpay isn't even BBB Accredited!  I wonder why!!!

  BITPAY IS A SCAM COMPANY AND SUPPORTS OTHER SCAM COMPANIES!!!  WHAT A WONDERFUL WEB THEY WEAVE... STAY AWAY FROM BITPAY IF YOU PAY WITH BITCOIN OR OTHER CRYPTO PAYMENTS! 

• Initial Complaint

  09/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to make an online purchase using my cryptocurrency and was directed from the seller to bitpay. After sending the money through this bitpay service, the seller has not received any payment, but my account has had the money withdrawn from it. I suspect this happened because coinbase, where I keep my cryptocurrency, wanted to verify my identity and delayed the payment until I had done so. Once I did, the money was sent out immediately. Bitpay claims to have live support agents but I have been entirely unable to get in contact with anyone, and it feels like my support tickets have been entirely ignored. Looking through other peoples experiences on customer satisfaction sites, this seems to be a very common issue with this service. Apparently, people have gone months and even years without hearing anything back from support after bitpay never sent peoples payments through to the people theyre actually trying to pay.

  Business response

  09/27/2022

  To Whom it May ************************************* has been in contact with BitPays Customer Success Team on a number of occasions, and we believe we have resolved his issue. 
  

  **************** contacted us at 1:08 p.m. on Saturday, September 24th, again at 8:01 p.m., and opened a BBB complaint on the same day. 
  

  We reviewed ****************** complaint on Monday morning, sent him an email asking for clarifying questions later that afternoon, and submitted his refund for payment at 5:15 p.m. on Monday.  This refund was completed at 7:02 a.m. on Tuesday, September 27, 2022. 

  At BitPay the success of our customers is very important to us, and we regret any challenges that **************** had with BitPay.  He may feel free to reach out to me directly at ****************************** with further questions. 
  
  Sincerely, 
  ********************;
  VP, Customer Success 
  ********************** 
  

  
  

  Customer response

  09/27/2022

   
  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,
  
  F.S.

*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. ↩