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:03/26/2025

  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.

  I called Paysign ****'s customer service to terminate my account on March 25th, 2025 at 5:32PM EST. I was informed by a call center representative that this isn't possible. It seemed to me at the time that I was being denied my right to end my service/contract in good standing. I was then informed that all that could be done for me is to suspend my account until fees were taken and my remaining balance was set to 0 or I spend my remaining balance. I declined those options and then asked if my remaining balance could be sent to me in the form of a check. I was denied that option. The contract/Terms of Service that I agreed to state "We (Paysign ***** reserve the right to refuse to return any unused balance amount less that $1.00". My balance is more than $1.00. I then requested to speak to a manager/supervisor to see if this could be remedied in another way. I was put on hold. When I was connected to a "manager/supervisor", it was actually the same call center representative disguising his voice (he broke character after a while and I noticed) and trying to persuade me to accept the exact options I declined. This isn't how a reputable and trustworthy financial institution should operate. Paysign **** doesn't seem to honor their Terms of Service when I have kept in good standing my end of our contract. I don't think I should be forced into keeping an account suspended with them when I want it terminated and I'm not contractually obligated to keep it suspended. Due to the dishonesty displayed by their representative, I now doubt the validity of his claim that I won't receive a negative balance when fees are taken. I suspect this may be another ploy (either by his volition or Paysign ****'s possible affinity of breaching their own contract). This also doesn't reflect well on ************, NA. I'll update this incident (if possible) with any new events so others may be informed before considering entering into a contract with Paysign ****

  Business Response

  Date: 04/02/2025

  Thank you for your inquiry.
  Our records indicate that you contacted the call center on 03/25/2025, to request the closure of your card. The representative explained the card closure process and provided two options for handling the remaining balance. They advised either spending the funds to bring the balance to zero or leaving the funds in the account, allowing the card to close automatically after the balance is depleted through inactivity fees.  You would not incur a negative balance resulting from fees. You requested that a check be issued for the remaining balance. The representative reiterated the two available options, but you were not satisfied and asked to speak with a supervisor. 

  The representative connected you to a supervisor, who provided the same information after you explained your request and dissatisfaction with the initial ************ then claimed that the person you were speaking with was not a supervisor but the original representative. The supervisor clarified that they were not the initial representative, but you insisted otherwise and subsequently disconnected the call.

  We can confirm that the initial representative and the supervisor you spoke with were two different individuals. Our representatives are trained to escalate calls to a supervisor when necessary or when a cardholder requests to speak with one.

  On the same day, you contacted our customer service department and spoke with a different representative, requesting to close your card and have a check issued for the remaining balance. The representative explained that a fee applies for check issuance and that the fee would exceed your account balance at the time of your call. At that time, your balance was $3.79, while the check issuance fee is $9.95.

  The representative again recommended that you spend the remaining balance on the card and then call back to request card closure. You referenced the terms stating, "we reserve the right to refuse to return any unused balance amount less than $1.00." However, the representative did not refuse to issue the funds; they attempted to provide an option that would allow you to avoid the $9.95 check issuance fee.

  You also stated that you were not able to locate the $9.95 Check issuance service charge on the terms.  The check issuance service charge can be located in the fee schedule that is provided with your card at time of issuance. You can also find a complete fee schedule at ********************************* or via the Paysign app.

  Your current balance is $3.79. We encourage you to use the remaining funds and then call to request account closure. You will not incur a negative balance, and the account will be closed accordingly.

  If you have any further questions, please call the number on the back of your card.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23116952
  
  I am rejecting the part of the response from this business' representative that states I spoke to a supervisor on the first call. That is false. I would like to know how after roughly two minutes of speaking with who I was transferred to, their voice transformed into a replica of the call center representative I was previously speaking to. Does that person do a gag where he perfectly imitates his co-workers to bring levity to a serious inquiry? I might have spoken to a supervisor on the second call I made when I requested to speak to one then.

  As for your claim that there is a fee for requesting a check to be mailed, that is accurate. I found that information with your guidance. It is more than my remaining balance. Now that I know this, those two options seem equitable. This could have been avoided if the first call center representative I spoke to wasn't playing pranks when he should have been doing what he was hired to do.
  
  ***** ******

  Business Response

  Date: 04/03/2025

  To reiterate, the representative connected you to a supervisor, and we can confirm that they were two different individuals. After reviewing the calls, we verified that you first spoke with a representative who then transferred you to a supervisor.

  Our representatives are trained to escalate calls when necessary or upon a cardholders request. We take customer inquiries seriously and expect our team members to treat all customers and their concerns with the utmost respect and attention.

  If you have any further questions, please call the number on the back of your card.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23116952
  
  I am rejecting this response because:
  
  Your reiteration isn't substantial. Can you not only confirm I spoke to someone else but, give some kind of grounding or something other than your claim that you can confirm it? Or should I believe the nameless and faceless person I'm corresponding with that is representing a company that I had an issue with?
  
  ***** ******

• Initial Complaint

  Date:03/17/2025

  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.

  I have a prepaid card that ********** uses to pay me for donations but all of a sudden on the 16th of March the did a balance debit transfer for $14.28 when I called and spoke to an agent by the name of ****** stated that in July of ************************************************************************************************************************************************************************* my favor and they refuse to do anything to assist me in this matter

  Business Response

  Date: 03/20/2025

  Thank you for your inquiry. Our records indicate that you filed a claim with us on 7/16/2024.A provisional credit of $14.28 was applied to your account on 7/24/2024.  On 08/06/2024, we notified you via email at ************************ confirming the credit had been applied.

  Due to an internal error, a second provisional credit of $14.28 was issued for the disputed amount on 08/06/2024. On 09/03/2024, we sent you a resolution letter via email at ************************ informing you that you were not held liable for the claim.

   During a routine reconciliation, our team identified the duplicate credit and made the necessary correction to your account.

  We sincerely apologize for any confusion or inconvenience this may have caused. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23078054
  
  I am rejecting this response because: I received no notice for the additional credit and was only aware of being credited once then all of a sudden I get a new card for fraud and you take money by stating you made an error almost a year ago and all of a sudden out of the blue I owe you money
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/25/2025

  Our records indicate that you received a duplicate credit of $14.28 in error for your claim. You were not due this additional credit. These reconciliation processes are standard practice to ensure accuracy and compliance within our organization.
  

  This matter is now considered resolved. If you have any further questions, you may contact us on the number on the back of your card.  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23078054
  
  I am rejecting this response because: that's fine I have filed this complaint with the federal reserve and fdic so we will allow them to handle this as you think it's ok to take money from people and aren't going to be held accountable 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/31/2025

  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.

  Paysign is charging fees for unauthorized transactions and refusing to credit them to accounts even after fraudulent activity is explained. They told me to suspend my card so I did. Then I saw a new credit pop up to clear the charges so I donated again and started using the card - only for the credit to IMMEDIATELY disappear, putting me negative again. They have told me they will not reverse fees for unauthorized charges unless the fraudulent charge goes through, so I am out over $11 in fees for something I never authorized!

  Business Response

  Date: 02/05/2025

  Thank you for your inquiry. Your account had a negative balance of $9.31 as of 01/17/2025. This resulted from 17 unsuccessful transaction attempts by two separate merchants between 01/02/2025 and 01/12/2025. There were 6 attempts from one merchant and 11 from another.  Each failed attempt incurred a fee due to insufficient funds.

  Systemically, your account was brought to a zero balance on 01/17/2025, On 01/29/2025, a donation was credited to your account, from which the outstanding fees were deducted. Please note that the merchant's transaction attempts were valid, and the assessed fees remain your responsibility. We recommend contacting the merchant directly to ensure no further attempts are made.

  On 01/12/2025, you contacted our call center to discuss your account details. Our representative provided an explanation of the fees and account activity. You informed the representative to suspend the card.  On 01/13/2025, you contacted the call center,and they explained the account detail.  However,you expressed dissatisfaction with the breakdown and ended the call. Later that day, you called again and spoke with another representative, who provided the same explanation regarding the transactions and fees.  No further action was taken at the time. 

  On 01/31/2025, you contacted our call center regarding the debit that occurred after your donation on 01/29/2025. Upon your request, we transferred you to the disputes department, where it was explained that the fees are not disputable.
  

  You will need to contact the merchant directly to dispute the fees you were charged; if you require further information about the failed attempts please contact the number on the back of the card.  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22882573
  
  I am rejecting this response because:
  
  this is exactly what I have already stated and have explained every single time I contacted Paysign. THE ATTEMPTED CHARGES WERE NOT AUTHORIZED. They credited my account to trick me into using it again, and as soon as I did they removed the credit.

   

  This is fraudulent and criminal activity. It is not right to take money from an individual for charges that were not authorized. Any communication I make to the stores will not help - they will not refund any charges PAYSIGN charges
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/20/2025

  Our records indicate that one ******** has been charging your account since 04/2020, while a second ******** began charging your account on 2/2024. The relevant transaction details were provided at the time of the attempted charges.
  

  Systemically, we adjust the account to a zero balance when it reaches a negative dollar amount. As stated in our previous response, the ********s transaction attempts were valid, and the assessed fees remain your responsibility. We recommend contacting the ******** directly to dispute the fee amount you were charged. If you need further information about the transactions, please call the number on the back of your card.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22882573
  
  I am rejecting this response because:
  
  

  I have called the number on the back of my card. Numerous times, as you have previously stated. The only response I have been given is we do not dispute fees, they are always considered valid.

   

  Paysign is claiming that these fees are for something I authorized simply because I did business with a company in the past, even though the charges in question were not authorized. Paysign has further provided NO PROOF of authorization and refuses to acknowledge that I DID NOT AUTHORIZE THESE RECURRING CHARGES!!! Instead we keep going round and round with garbage excuse after garbage excuse why they will not refund the money they STOLE from me!

   

   

  obviously Paysign is going to continue to refuse to do the right thing and refund my money so I will simply issue this warning to anyone looking to do business with this scam of a company

   

  STAY AWAY!!!
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/21/2025

  Our review indicates that the merchant had sufficient card information at the time of the attempted transactions for them to be considered authorized. However, these transactions were not completed due to insufficient funds, which led to the associated fees.

  We understand the inconvenience this may have caused and want to assure you that your card has been replaced. As a result, no further transactions from this merchant should occur on your new card. We encourage you to review any recurring payments you may have and explore the available consumer options to help prevent unwanted charges in the future.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22882573
  
  I am rejecting this response because:
  
  

  more canned nonsense STAY AWAY PEOPLE!!! Do not let this scam company charge you fees for unauthorized charges like a FRAUD!!

   

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

  Business Response

  Date: 03/10/2025

  Our records indicate that one ******** has been charging your account since 04/2020, while a second ******** began charging your account on 2/2024. The relevant transaction details were provided at the time of the attempted charges.
  

  Systemically, we adjust the account to a zero balance when it reaches a negative dollar amount. As stated in our previous responses, the ********s transaction attempts were valid, and the assessed fees remain your responsibility
  

  You card has been replaced. As a result, no further transactions from this ******** should occur on your new card.

• Initial Complaint

  Date:01/28/2025

  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.

  On December 09, 2023 and on January 2, 2025, I was charged illegal fees on my prepaid Paysign card. The first transaction on 12/09/24 3:38 pm. the *** machine said I enterado the wrong pin but I did not. The button on the machine was pushed by itself in error. I had no way to correct it.The second transaction on 01/02/25 11:28pm. the *** declined my transaction stating I had insufficient funds. However, I did have enough funds and I was still charged a fee and my transaction was declined.I would like a refund on these illegal fees. I tried to resolve this with customer service and they hung up on me, after insinuating the fee was minimal. I do not think they should be able to charge these fees to people no matter how small. The fees that were charged to me are not stated on the terms and conditions. I had enough money and the other time I did not enter an incorrect pin, the machine did. I know I'm not the first ******* They charge fees to people all the time. Making tons of money off of these fees alone. I want my money back. And I want them to stop charging these fraudulent and illegal fees.

  Business Response

  Date: 01/31/2025

  Thank you for your inquiry. According to your records on 12/07/2024,you donated and $75.00 was loaded to your account, bringing your balance to $75.66.  On 12/09/2024, you attempted to withdrawal $100.00 at an ATM.  Unfortunately,the attempt was unsuccessful due to insufficient funds. The failed attempt incurred a fee, as outlined in our fee schedule.
  On 01/02/2025, your account balance was $20.12 when you attempted to withdraw $20.00 at an ATM. Due to the associated ATM fee, your available balance was insufficient to complete the transaction, resulting in an ATM decline fee due to insufficient funds. All applicable fees are outlined in our fee schedule. We encourage you to review the fee schedule provided with your card or available online at ********************************* or on the Paysign app to understand the fees associated with your account.

  You contacted our customer call center on 01/27/2025 and spoke with one of our team members regarding the transactions and fees.  The representative reviewed the account transaction attempts as well as the fees associated with the transaction attempts. 

  As a courtesy, we credited $2.00 to your account on 01/30/2025, we consider this matter resolved. Should you have further questions, please contact us at the number listed on the back of your card.

• Initial Complaint

  Date:01/27/2025

  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.

  As a plasma donor using the PaySign card through CSL, I have encountered 1.Predatory Decline Fees:PaySign charges $0.55 for declined Cash App transactions without providing clear guidance in their app, website, or documentation. Many users, including myself, are unaware that you can use Cash App AND that there is a $1 fee. In addition, $1.50 *** decline fees are charged for failed *** withdrawals. While ***s within PaySigns network are advertised as fee-free, the process of finding and using them can be complex. On January 24, I attempted to withdraw funds from an ***. The *** malfunctioned due to a broken screen, and I was charged a $1.50 decline fee. PaySign refused to issue a refund despite the error being beyond my control. Its clear that PaySign profits significantly from user confusion and technical glitches, which result in excessive fees. This system appears designed to exploit donors, who often rely on these payments to meet basic needs Request for Transparency and ******************** Transfer Option: I request that PaySign implement a fee-free ACH transfer option for donors to transfer funds directly to their bank **************** Documentation: All fees and options (e.g., using Cash App or *** network details) must be clearly stated in the app, website, and donor information provided by CSL Plasma.3.Refunds for Fees: I request a refund of $4.50 in *** decline fees and $0.55 for a failed Cash App transaction incurred between January 21 and January 24, 2025. Additionally, refunds should be issued for fees caused by technical glitches or errors beyond the donors control.PaySigns current system lacks transparency, punishes users for honest mistakes or external errors, and fails to provide equitable access to funds. As plasma donors, we should not have to navigate an exploitative system simply to access our own earnings.

  Business Response

  Date: 01/30/2025

  Thank you for your inquiry. We work to ensure that our cardholders are informed of usage fees upon card issuance.    We provide clear physical material upon opening the account at the donation center; we provide URLs to all relevant documents, and we also provide functionality within the mobile application to make your account information available to you easily. 

  Please note that there is a fee assessed when an external transfer is initiated. We outline all fees in the fee schedule that can be reviewed online and at ********************************* or through the mobile app.  We recommend reviewing your account balance and the fee schedule prior to initiating transactions to help avoid disruptions and additional fees.

  According to your records on 01/24/2025, you donated and $65.00 was loaded to your account, bringing your balance to $73.25.  Later that day you attempted two ATM withdrawals, one for $100.00 and another for $80.00.  Unfortunately, both attempts were unsuccessful due to insufficient funds. Each failed attempt incurred a fee, as outlined in our fee schedule.

  If you encounter a malfunctioning or difficult-to-use ATM,please notify the store, if applicable, so they can address the issue. The Paysign app also has an ATM locator function that allows users to search for In-Network ATM in your geographical area. We encourage our cardholders to download the free app and review all the functionality available to our users. 

  You contacted our customer call center on 01/24/2025 and spoke with one of our team members regarding the transactions and fees.  The representative reviewed the account transaction attempts as well as the fees associated with the transaction attempts.As a courtesy, we credited $5.05 to your account on 01/30/2025, we consider this matter resolved. Should you have further questions, please contact us at the number listed on the back of your card.

  Customer Answer

  Date: 01/31/2025

   
  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.
  

  I do NOT agree with their methods, they are well aware that most of us are unable to read through terms of services because of their length. All important information needs to be found within their app and that is 100% in their capability and they are choosing not to, once again, because its easier to collect fees from us. I became a donor over three years ago so the information I was given at that time is not what they may be handing out now which is why we rely on the app.

  However, I do appreciate the courtesy refund.

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

• Initial Complaint

  Date:01/05/2025

  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.

  On top of *** not paying a $50 5th donation bonus, I was charged 29 transaction fees at $0.55 each, totaling $15.95 in fees. I called Paysign to discuss an was very blatantly informed that their policy is to do nothing about these fees. This is now $65.95 between fees and loss of 5th donation bonus that center staff told me I would receive, all at the holidays. This huge impact to my budget made it impossible to see my daughter at Christmas. I love the staff at this center, but will be returning to *******, being they don't work to balance expenses on the backs of their donors.

  Business Response

  Date: 01/08/2025

  Thank you for your inquiry.  From 11/27/2024 and 01/05/2024, a merchant has been attempting to process transactions on your account.  There were 38 attempts within that time frame, 17 of which were unsuccessful due to insufficient funds. Each failed attempt incurred a fee, as outlined in our fee schedule. We recommend reviewing your account balance and the fee schedule prior to initiating transactions to help avoid disruptions and additional fees. This information can be accessed online at ********************************* or through the mobile application.

  You contacted our customer care center on 01/04/2024 and inquired about your account and fees that were assessed.  A representative discussed the account details with you and explained the fees and account activity.  The representative suggested you remove this **** card as a payment option for this merchant to prevent further charges.  You obliged and disconnected the call. 

  Regarding donation payments, we do not determine the amount of funds you receive per donation. We encourage you to speak with the donation center staff to understand the amount you will receive per visit before using the card.

  We consider the matter to be resolved; if you have any further questions please contact the number on the back of your card. 

• Initial Complaint

  Date:12/19/2024

  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.

  They decline charges, even if the available balance is over the amount you try to charge, then steal 1 dollar every time. You call in, they lie about where they're located, and tell you there are no supervisors or managers. One ****** put me on hold while she claimed she was trying to get me a refund, then refused it. I called back and spoke to someone else that said they can't even access refund requests, so the first ****** was lying. A week before Christmas, and they're stealing from people and laughing in their faces.

  Business Response

  Date: 12/30/2024

  Thank you for your inquiry. On 12/19/2024, you attempted to transfer funds from your Paysign account to an external account. At the time, your balance was $19.35, and you attempted to transfer $19.00 three separate times. Unfortunately, all attempts were unsuccessful due to insufficient funds. Each failed attempt incurred a fee, as outlined in our fee schedule. Please note that a fee is assessed when an external transfer is initiated. We recommend reviewing your account balance and the fee schedule prior to initiating transactions to help avoid disruptions and additional fees. This information can be accessed online at ********************************* or through the Paysign app.

  On 12/19/2024, you also contacted our call center to review your account activity. Two representatives reviewed your account, explained the transactions, and detailed the corresponding fees. However, you expressed dissatisfaction with the explanation and requested to speak with a supervisor.During the call transfer process, you began using abusive language, leading us to disconnect the call to prevent further escalation. You later called back and requested to speak with a supervisor. The representative attempted to gather additional information before transferring your call but you continued to use abusive and inappropriate language, resulting in another disconnection.

  We are committed to assisting you in any way we can.However, we must emphasize that abusive or inappropriate language towards our representatives will result in call termination. The fees assessed were valid,and we consider this matter resolved. Should you have further questions, please contact us at the number listed on the back of your card.

  Customer Answer

  Date: 01/20/2025

  Their response is EXACTLY what I expected from crooked incompetents! AT NO TIME DID ANYONE TRY TO TRANSFER ME TO A SUPERVISOR!! Every single time I asked for one, they told me they do not have supervisor on duty! Every time I called and every person I spoke to said they have no supervisors on duty and do not know when one will get there. They are incapable of telling the truth! 

  Business Response

  Date: 01/21/2025

  On 12/19/2024, you contacted our call center, and a representative reviewed your account. During the call transfer to a supervisor,you used abusive language, prompting the representative to disconnect the call.When you called again later that day, the same behavior led to another disconnection.
  

  Our representatives are instructed to terminate calls when faced with abusive or inappropriate language. As previously stated, such behavior will not be tolerated. The fees are valid, and this matter is considered resolved.  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22709759
  
  I am rejecting this response because: More absolute lies!!! The "abusive behavior" began when your **** refused to get a supervisor and said there are none on duty!! Prove me wrong by providing the recording! Don't worry, I'll wait!! Nobody, at anytime, on any call I made, even offered to transfer me to anyone. They refused and now that you're blatantly lying, I can assume that there were supervisors on duty, and they could have transferred me. I knew it then, you know it now, and your staff CHOOSE to lie, just like you in your responses. When you rip someone off, refuse to do your job to help them, then get called out on it, YOU'RE NOT THE VICTIM! 

  Since it's apparent the BBB isn't going to do anything, I submitted this complaint to the ************************************. You can tell your lies to them! 

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

  Customer Answer

  Date: 02/13/2025

  The complaint is already with the *** and a class action lawyer. BBB is not a reputable organization anymore. You're pay to play hacks. 

• Initial Complaint

  Date:12/10/2024

  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.

  Translation date 12/10/2024 Organization manages the payout of funds promised for donating plasma at *******. They charge a negative for every declined charge. Due to a mistake on my end not closing an account when I should have, I ended up -$28 estimated balance. I would have accepted that mistake. However, I checked one morning and saw that their website reported I had a zero dollar balance, and that the decline fees had been reversed. I went into the donation center that morning and donated, expecting the full $55 payout since I was told by the website my balance was at a $0. However, when the organization awarded me the funds, they reversed the reversal, so I only received roughly half of what I was promised. I called costumer service, and they would only let me escalate to a supervisor. I asked to speak to someone above them, and they refused to give me a name or contact of anyone else. These are incredibly deceptive practices.

  Business Response

  Date: 12/16/2024

  Thank you for your inquiry. Your account had a negative balance of $24.63 as of 11/22/2024. This resulted from 23 unsuccessful transaction attempts by a merchant between 10/05/2024 and 11/22/2024. Each failed attempt incurred a fee due to insufficient funds. You can refer to the fee schedule provided with your card,available online at ********************************* or in the Paysign app, for detailed information on applicable fees.

  To prevent further attempts by the merchant, Paysign brought your account to a zero balance and suspended the card on 11/27/2024. On 12/07/2024, a donation was credited to your account, from which the outstanding fees were deducted. Please note that the merchant's transaction attempts were valid, and the assessed fees remain your responsibility. We recommend contacting the merchant directly to ensure no further attempts are made.

  On December 10, 2024, you contacted our call center and discussed the account details with a representative and a supervisor, who explained the fees and account activity. Based on this, we consider the matter resolved.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22666306
  
  I am rejecting this response because:

  You did not address the fact that your website showed a balance of $0.00 after the overdraft fees were credited back to me (according to your site) only to have the credit reversed when the card was loaded with the money.  Your website reported I had a $0 balance.  But then it reversed and subtracted the past negative amount when the $55 I was suppose to get for donating plasma was uploaded.  How is it lawful to advertise a credit putting my account back in good standing, then reverse it when I went to donate?  I would not have spent the three hours I could have spent with my children for less than what was promised.  My time is more valuable, and this money was suppose to go to their Christmas. This is deceptive and predatory toward people already struggling during the holiday season and reflects very poorly the morals of your company.

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

  Business Response

  Date: 12/20/2024

  As noted in our previous response, Paysign systemically brought your account to a zero balance and suspended the card on 11/27/2024 to prevent further charges. You remain responsible for the negative balance incurred  from the merchant's attempted transactions, as these were valid and authorized by you. We recommend contacting the merchant directly to prevent additional attempts.

• Initial Complaint

  Date:11/27/2024

  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.

  11/22/24 need to withdrawal $40 cash from ****. looked up free ATMs for Paysign. Went to one at CVS Screen immediately asks if you want balance on receipt, I said yes $1.50 debited from acct and didnt ask if I wanted another transaction. So I insert again and just hit main menu option, this time and withdrawal. But declined because of $1.50 for balance and $1.50 for second transaction and declined additional $1.50 . So now Im out $4.50. Since I had $42. In acct these fees have caused a ********** where on the first screen does it say it will be 1.50 for balance and it wont get you back to main screen for withdrawal. Then it doesnt tell you there is another fee for declination.Bit of false advertising saying these ATMs are free and use them for transactions then back track that each could be different. You know you have the folks using these cards in a crummy situation and yet your service targets and takes advantage

  Business Response

  Date: 12/05/2024

  Thank you for your inquiry.  Our records indicate no calls made into our customer care center to discuss.  There are fees that can be incurred, for example balance inquiry.  We do offer free alternatives, calling the number on the back of your card, the mobile application, or online.  We have attempted to reach out to you to discuss, however we can have not been successful in reaching you.  We encourage you to contact our customer care center at the number on the back of your card and we can discuss.

• Initial Complaint

  Date:11/07/2024

  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.

  This company provides pre-paid debit cards for CSL Plasma donors. However, they are horrible at customer service and wants to charge users every fee possible. The customer service **** with this money hungry company are unprofessional, rude and argumentative instead of actually helping consumers. I have 2 decline fees that have made my account negative and they refuse to reverse the fees. The decline fees are not my fault since the plasma center never informed donors that they would be receiving $5 less for their 2nd donation of the week. I just want my account to have a positive balance before the next time I donate. Thank you.

  Business Response

  Date: 11/13/2024

  Thank you for your inquiry. We work to ensure that our cardholders are informed of usage fees upon card issuance.    We provide physical material upon opening the account at the donation center; we provide URLs to all relevant documents, and we also provide functionality within the application to make your account information available to you easily.  

  
  On 11/06/2024, you made a donation and $60.00 was loaded to your account, bringing your balance to $60.16. Later that day, you withdrew $60 from an ATM, reducing your balance to $0.16. On the same day, 11/06/2024, you attempted two point-of-sale purchases; one for $5 and a second for $3.25.  Each of these attempts was unsuccessful due to insufficient funds, resulting in fees for each failed attempt. We encourage you to review the fee schedule provided with your card or available online at ********************************* or on the Paysign app to understand the fees associated with your account.

  
  You contacted out customer call center and spoke with one of our team members regarding the fees and requested a reversal for the two insufficient funds fees.  We informed you that we could not reverse the fees as a courtesy as we issued four courtesy credits for insufficient funds fees on 10/09/2024 for another incident.  We encourage you to review your account, at no charge, at ********************************* or the Paysign app, consistently to be kept informed of your account activity.

  
  Regarding donation payments, Paysign does not decide on the amount of funds you receive per donation. We provide a card, and the card facilitates the transfer of funds from the donation center to you. We encourage you to speak with the donation center staff to understand the amount you will receive per visit before using the card.

  
  We consider the matter to be resolved, if you have any further questions/concerns, please call the number on the back of your card. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22525983
  
  I am rejecting this response because:
  
  you did not reverse 4 fees on 10/09/24  they only reversed 2 out of the 4  and that is the first and only time  your people have been willing to reverse anything
  
  it's also not my fault  that the center decreases the payment by $5  but doesn't tell any of their donors  so forgive me for thinking there was still $5 on my card
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 11/14/2024

  Thank you for your inquiry. 

  On 10/07/2024, a merchant made eight transaction attempts,each of which failed due to insufficient funds, resulting in a $0.55 fee per attempt. The total amount of these fees was $4.40.

  On 10/09/2024, you contacted our customer call center and spoke with one of our team members regarding the fees, requesting a reversal of insufficient funds fees.  Four of these fees were credited during that call.

  Regarding donation payments, we do not determine the amount of funds you receive per donation. We encourage you to speak with the donation center staff to understand the amount you will receive per visit before using the card.

  We consider the matter to be resolved, if you have any further questions/concerns, please call the number on the back of your card. 

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22525983
  
  I am rejecting this response because:

  "On 10/09/2024, you contacted our customer call center and spoke with one of our team members regarding the fees, requesting a reversal of insufficient funds fees."
  
  There were 8 decline fees from the same company (10/01/24 - 10/08/2024) which were 55 cents each for a total of $4.40    only 4 ($2.20) of them were reversed when I contacted your call center on 10/09/2024. The images uploaded prove this....
  
  So if you only reversed 1/2 of the fees over a month ago  what is the issue with reversing 2 of them now??
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 11/18/2024

  On 10/9/24, you were educated on the fees and ways to avoid them.  As a courtesy, fees were credited.  The fees were credited as a courtesy,that does not happen on every instance. No further action will be taken on this matter.

  Customer Answer

  Date: 12/03/2024

  The business is selfish and not willing to be flexible so I don't know what else to say