Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bank account is showing 2 transactions, $250 and $200 being withdrawn from my account, and I have not bought anything. These are fraudulent transactions, and they have zero way to contact them about it.

  

  Business response

  08/19/2024

  Please be advised that BlueSnap is a payment gateway,facilitating thousands of merchants worldwide in processing their online transactions. If you have noticed an unfamiliar charge on your statement, it is likely from one of these merchants utilizing our services.
  
  For inquiries concerning unrecognized charges, we recommend contacting the merchant directly for the fastest resolution. However, if you are uncertain about the merchant's identity or require further assistance, we are here to help. Please reach out to our support team through the following link, and we will make every effort to support you in identifying and resolving the charge:**************************************************************************************

  
  Thank you for bringing this matter to our attention.
  
  We are committed to ensuring a prompt and satisfactory resolution for you.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bluesnap charged my debit card $85.70 on 1/22/24. I contacted them right away, from the start it was difficult to even get a customer support tech. I somehow managed to find a way to email there support who couldn't help me in the beginning because I didn't have an order / reference # and I don't have an account with ********************** so I couldnt give them any info other than it was an unauthorized charge. They finally found the charge by me giving them the first 6 numbers of my debit card that was charged for the transaction, which I found out was for a company called treatva. Which I did have a subscription for but i ended it and according to ****** support and my subscriptions thru there playstore it doesn't show treat being an active subscription. Bluesnap said they couldn't do anything else for me if have to contact the merchant which they gave me an email to which the merchant isn't responding back to me. Ive talked with ****** support about it, but they can't do anything cause it's not a ****** transaction. There isn't a current subscription with treatva, but bluesnap says there is and I'm getting charged for it. The merchant won't respond which is treatva, I can't cancel or do anything with bluesnap to stop it. I'm at a loss on who or what to do cause the merchant won't respond and bluesnap is only a subscription processing company they go thru. So I'm just going to keep getting charged cause neither company wants to help .

  

  Business response

  04/07/2024

  Hello

   

  Firstly, we apologize for the inconvenience you've experienced and for any delay in responding to your concerns. It is our priority to resolve such matters efficiently and effectively.

  We understand the frustration that comes with dealing with unauthorized charges. BlueSnap acts as a payment gateway, enabling merchants like Treatva to process subscription payments. When subscriptions are canceled, it can sometimes take a moment for all systems to reflect the update, leading to situations such as the one youve encountered.
  

  We recognize that youve attempted to resolve this through the merchant and ****** support without success. Although BlueSnap facilitates payment processing, we do not manage subscriptions directly; this is managed by the merchants themselves. However, we are committed to assisting you and want to ensure this is resolved.
  

  We encourage you to reach out to us once again with the information you've provided here, and we will take further steps to investigate the charge and mediate the issue with the merchant, Treatva.

  Please use the following link to contact our support team so we may escalate your case:
  Contact BlueSnap Support
  

  
  Rest assured, we take such matters seriously and will do our utmost to assist you in stopping the unwanted charges and seeking a refund where applicable.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a membership with "win Movie Maker" and have tried to cancel this account. I am unable to access the account. The request for new password says it will be sent but never arrives. The company goes by bluesnap, bln movie maker software, topvideosoft.com, and win movie maker. They make it impossible to exit and cancel the subscription. With 4 names they trap you in. The contact information on the "invoice" is fake and does not take you to a help desk where you can actually get support.

  

  Business response

  09/29/2022

  We are sorry to see that the customer placed this complaint, but it is important to clarify that BlueSnap acts as a payment gateway, we are not part of merchant's company, we do not act as merchant's customer support. That being said we do provide merchants the tools for managing their sales, but we do not make decisions about product related issues, such as subscription status change or issuing refunds on the merchants behalf.

  
  In the support ticket which was received on the 28th of September at 8:16 PM PST time and responded by our support team at 10:06 PM PST time the same day we have clarified our relation with the company providing services to the customers and also suggested multiple options to contact the merchant.

  We suggest customer continues their discussion with the service provider directly using communication channels provided.
  

*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. ↩