We are sorry that Amanda had these issuesShe should have been transferred to a member of the risk team to get this resolvedWe have released the hold on her accounts and she can now transfer the funds out at her convenienceWe would love to keep her as a client and have left her a message to go over what we did and why, along with helping her understand how we can help herHowever, if she wants to close out her accounts we will do that as soon as she lets us know that she has transferred the funds out of her account.Thank you,ProPay
In reviewing their account there were several transaction that the customer claims they didn't processThere were no changes to the login computer IP's or bank account to indicate fraud, so it is possible someone may have processed the transactions via malware on the computerWhile the merchant is responsible for what is processed through their account we have done as the client requestedWe have closed the account and we will not attempt to collect the $that is currently owingHowever, should there be chargebacks on the account the merchant is still responsible for those under the Payment Services Agreement.We wish this account holder the best in their future business.Thanks,ProPay
We apologize you are having this issueWe have refunded the expiration fees on your accountA representative is trying to contact you to help you transfer the funds out of the accountYou can also call us at 866-573-for help.We look forward to connecting with you to help you zero out your account balance.Thank you,ProPay
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
All fees have been refundedYes, the account was already cancelledWe did however follow our policies and procedures (that you agreed to) and have every right NOT to refund these feesHowever, in good faith have done so
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. The issue was resolved in a different manner than described but all is well now. Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
We have tried numerous times to resolve this matter by calling the merchant, but no one ever answers the phone and no messages have been returnedIn the original complaint the customer wanted to be able to refund without calling us, so that is what we enabled to satisfy their requestThe customer has now asked for their money instead of refundingIn order to resolve this matter will allow the merchant to withdraw the available funds and then we will close the account so the merchant can use someone who better fits his needsWe wish him the best with his future businessWe would still be happy to talk directly to the merchant to discuss this matter further
Refunded all fees and spoke with customerThere was some confusion around a card provided by ProPay and one from another providerMr [redacted] is going to try and locate the card and use it where it's accepted or login to his ProPay account and transfer the remaining balance and close the account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:There was an original balance of $However, the amount transferred was $The principle is my concernPlease re-read the original complaint Sincerely, Francine P***
The account is closed and does indeed carry a zero balanceThere was a system glitch that took several accounts negative which has since been correctedYou have no liability for this account
We are sorry to hear that the merchant received a chargebackThose are an unfortunate part of credit card processing and chargebacks can be received even in a merchant account has been closedIn this instance the chargeback was received on 5/31/and the accounts was closed on 6/8/In accordance with the Payment Services Agreement and Electronic Funds Transfer Agreement ProPay is given authorization to pull any balance due from the checking account on file CHECKING ACCOUNTThe transfer of funds by you into and out of your ProPay Account is governed by the terms and conditions of the ProPay Electronic Funds Transfer Agreement You hereby agree to the terms and conditions of the ProPay Electronic Funds Transfer Agreement as amended from time to time, and which is incorporated into this Agreement by reference as if fully set forth hereinYou may establish and maintain a checking account (“Checking Account”) at the financial institution of your choice to facilitate payment for Card transactions and the transfer of amounts due you from your ProPay Account in accordance with the ProPay Electronic Funds Transfer Agreement You irrevocably authorize our sponsor banks and us to immediately debit the Checking Account associated with your ProPay Account for the transfer of your funds as established pursuant to the Electronic Funds Transfer Agreement for any and all fraudulent transactions, any negative balance in your ProPay Account, and for fees, other penalties, or any amounts you owe us or our sponsor banks under this Agreement, unless other terms have been agreed upon between us and your Affiliated Company You agree that our sponsor bank and we shall not incur any liability for any loss, costs, or fees incurred by you that are the result of such debits by usThe EFTA (https://web.archive.org/web/20160407091029/http://www.propay.com/legal-agreemen...⇄ Checking Account.You may establish and maintain a checking account as described in your Account profile to facilitate the transfer of funds due to you from your AccountAs part of this agreement, you irrevocably authorize ProPay to debit your Checking Account for any fees, payments or penalties you owe or may owe ProPay relating to ACH or Intra-ProPay transactionsYou authorize ProPay to initiate reversal or adjustment entries and initiate or suspend such entries as may be necessary to grant you conditional credit for any entryWe have gone ahead and refunded the $chargeback fee, but unfortunately we are not able to refund the $transfer feeWhen you are ready to remove the $from your account please call our customer serviceWe will temporarily restore your account access and allow you to transfer the funds out without paying another $transfer feeOnce that is done we will close your account out againWe look forward from hearing from you and getting this resolvedThank you
The merchant called us a total of times on 9/Most of these calls were in queue for about 1-minutes before they were abandoned by the callerSeveral of the calls didn’t go past the initial option of selecting a language before the call disconnectedOne call was in queue for minutes before she abandoned it and we sincerely apologize for such a long wait timeShe had calls connected to our Customer Service team who helped her troubleshoot the issue and provide best practicesDuring one of the calls we captured the timestamp of the error and have been working internally and with the card networks to find out where the error was occurringThe last agent on the 21st took all of the relevant information and said that she would get in contact with a supervisor and then she would email her when she heard back, but she didn’t promise a certain time frame and Jessica never mentioned she wanted a new cardWe apologize that she didn't follwith the cardholder as promised and we have discussed that with the agent, whether or not a timeframe was givenWe have been working with our technical team to see what is happening since this seemed like an isolated incident, but they have been researching and tracking to make sure we can keep this from happening againAfter all of the analysis we have done we will be happy to overnight a new card to herProduction of cards generally occurs on Saturday which should get a new card to her on Monday, but possibly TuesdayWe have not seen this issue with other cardholders doing similar things, but we are happy to try our best to make sure this works for her We look forward to continuing to work on this concern and getting to the needed resolution even after the new card is received
We are sorry that Amanda had these issuesShe should have been transferred to a member of the risk team to get this resolvedWe have released the hold on her accounts and she can now transfer the funds out at her convenienceWe would love to keep her as a client and have left her a message to go over what we did and why, along with helping her understand how we can help herHowever, if she wants to close out her accounts we will do that as soon as she lets us know that she has transferred the funds out of her account.Thank you,ProPay
In reviewing their account there were several transaction that the customer claims they didn't processThere were no changes to the login computer IP's or bank account to indicate fraud, so it is possible someone may have processed the transactions via malware on the computerWhile the merchant is responsible for what is processed through their account we have done as the client requestedWe have closed the account and we will not attempt to collect the $that is currently owingHowever, should there be chargebacks on the account the merchant is still responsible for those under the Payment Services Agreement.We wish this account holder the best in their future business.Thanks,ProPay
Revdex.com: I filed a chargeback for the fees and was credited the money back to my accountA refund is no longer necessary Sincerely, [redacted] ***
We apologize you are having this issueWe have refunded the expiration fees on your accountA representative is trying to contact you to help you transfer the funds out of the accountYou can also call us at 866-573-for help.We look forward to connecting with you to help you zero out your account balance.Thank you,ProPay
The card was sent expedited mailUPS Next Day Air Saver [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
All fees have been refundedYes, the account was already cancelledWe did however follow our policies and procedures (that you agreed to) and have every right NOT to refund these feesHowever, in good faith have done so
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. The issue was resolved in a different manner than described but all is well now. Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Please provide supporting documentation that we billed you for the annual fee of $I am more than happy to issue a refund
We have tried numerous times to resolve this matter by calling the merchant, but no one ever answers the phone and no messages have been returnedIn the original complaint the customer wanted to be able to refund without calling us, so that is what we enabled to satisfy their requestThe customer has now asked for their money instead of refundingIn order to resolve this matter will allow the merchant to withdraw the available funds and then we will close the account so the merchant can use someone who better fits his needsWe wish him the best with his future businessWe would still be happy to talk directly to the merchant to discuss this matter further
Refunded all fees and spoke with customerThere was some confusion around a card provided by ProPay and one from another providerMr [redacted] is going to try and locate the card and use it where it's accepted or login to his ProPay account and transfer the remaining balance and close the account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Our records show that a successful deposit occurred on 6/24/and that the account carries a zero balance
Complaint: [redacted] I am rejecting this response because:There was an original balance of $However, the amount transferred was $The principle is my concernPlease re-read the original complaint Sincerely, Francine P***
The account is closed and does indeed carry a zero balanceThere was a system glitch that took several accounts negative which has since been correctedYou have no liability for this account
We are sorry to hear that the merchant received a chargebackThose are an unfortunate part of credit card processing and chargebacks can be received even in a merchant account has been closedIn this instance the chargeback was received on 5/31/and the accounts was closed on 6/8/In accordance with the Payment Services Agreement and Electronic Funds Transfer Agreement ProPay is given authorization to pull any balance due from the checking account on file CHECKING ACCOUNTThe transfer of funds by you into and out of your ProPay Account is governed by the terms and conditions of the ProPay Electronic Funds Transfer Agreement You hereby agree to the terms and conditions of the ProPay Electronic Funds Transfer Agreement as amended from time to time, and which is incorporated into this Agreement by reference as if fully set forth hereinYou may establish and maintain a checking account (“Checking Account”) at the financial institution of your choice to facilitate payment for Card transactions and the transfer of amounts due you from your ProPay Account in accordance with the ProPay Electronic Funds Transfer Agreement You irrevocably authorize our sponsor banks and us to immediately debit the Checking Account associated with your ProPay Account for the transfer of your funds as established pursuant to the Electronic Funds Transfer Agreement for any and all fraudulent transactions, any negative balance in your ProPay Account, and for fees, other penalties, or any amounts you owe us or our sponsor banks under this Agreement, unless other terms have been agreed upon between us and your Affiliated Company You agree that our sponsor bank and we shall not incur any liability for any loss, costs, or fees incurred by you that are the result of such debits by usThe EFTA (https://web.archive.org/web/20160407091029/http://www.propay.com/legal-agreemen...⇄ Checking Account.You may establish and maintain a checking account as described in your Account profile to facilitate the transfer of funds due to you from your AccountAs part of this agreement, you irrevocably authorize ProPay to debit your Checking Account for any fees, payments or penalties you owe or may owe ProPay relating to ACH or Intra-ProPay transactionsYou authorize ProPay to initiate reversal or adjustment entries and initiate or suspend such entries as may be necessary to grant you conditional credit for any entryWe have gone ahead and refunded the $chargeback fee, but unfortunately we are not able to refund the $transfer feeWhen you are ready to remove the $from your account please call our customer serviceWe will temporarily restore your account access and allow you to transfer the funds out without paying another $transfer feeOnce that is done we will close your account out againWe look forward from hearing from you and getting this resolvedThank you
The merchant called us a total of times on 9/Most of these calls were in queue for about 1-minutes before they were abandoned by the callerSeveral of the calls didn’t go past the initial option of selecting a language before the call disconnectedOne call was in queue for minutes before she abandoned it and we sincerely apologize for such a long wait timeShe had calls connected to our Customer Service team who helped her troubleshoot the issue and provide best practicesDuring one of the calls we captured the timestamp of the error and have been working internally and with the card networks to find out where the error was occurringThe last agent on the 21st took all of the relevant information and said that she would get in contact with a supervisor and then she would email her when she heard back, but she didn’t promise a certain time frame and Jessica never mentioned she wanted a new cardWe apologize that she didn't follwith the cardholder as promised and we have discussed that with the agent, whether or not a timeframe was givenWe have been working with our technical team to see what is happening since this seemed like an isolated incident, but they have been researching and tracking to make sure we can keep this from happening againAfter all of the analysis we have done we will be happy to overnight a new card to herProduction of cards generally occurs on Saturday which should get a new card to her on Monday, but possibly TuesdayWe have not seen this issue with other cardholders doing similar things, but we are happy to try our best to make sure this works for her We look forward to continuing to work on this concern and getting to the needed resolution even after the new card is received