Paymentwall, Inc.

Dear *** ***,
The pattern on how your cards were used caused the restriction on your account and therefore it became a candidate for verificationThis process is in place to protect the consumers from possible fraud
Transaction verification is a one-time procedure and will
only be used for that purposeFor your convenience, your future payments made with the same card or any other verified payment system will go through automatically without any delay
Checking on our records, you were advised immediately on the criteria needed for the documents to be verified however, documents sent doesn’t match criteria setOnce you are able to comply with the verification process, you should be able to make payments again through Paymentwall
Paymentwall is the payment processing partner of the game you're playing and handles payments for the gamePaymentwall is not related to *** nor *** and both parties may have different ways on how to protect their users from possible risk and fraud
Paymentwall has security and precautionary measures in place to make sure that your account information and data is kept with utmost confidentiality and is secured at all timesOur fraud protection works to provide a high level of security and safety for our customers
To give you more information about the company and our verification process, you may visit this link: https://www.paymentwall.com/en/faq/payment-verification/
For more information about our “Personal Information Privacy” policy, you may visit https://www.paymentwall.com/privacypolicy

Hi ***We understand your concern and we share the same, that is why we have security and precautionary measures in place to make sure that your account information and data is kept with utmost confidentiality and is secured at all timesPaymentwall fraud protection works to provide a high
level of security and safety for our customers.Transaction verification is a one-time procedure and will only be used for that purposeYou can be sure that your future payments made with the same card will go through automatically without any delay.To give you more information about the company and our verification process, you may visit this link: https://www.paymentwall.com/en/faq/payment-verification/196.For more information about our “Personal Information Privacy” policy, you may visit https://www.paymentwall.com/privacypolicy

Hi, I've been playing this phone game called Monster Manual for a couple of months and I have been purchasing diamonds there since, with the same cardsOut of the debit cards one is my Fiance's and she's given me permissionNow they block me from purchasing and now they are asking for documentation requiring ID and receipt of purchaseI sent the documents asked, now they are asking for front and back of ID and front and back of debit cards I don't really see whyI sent information in pertaining to my purchase and our identification request that should validate me

Fast and excellent customer service

Since the customer refuses to comply to the verification process, our team cannot allow further payments from her to be processed by Paymentwall. We have reached out to the customer to guarantee the security and privacy of their information, but the customer still refuses. We would like to stress out that his actual account is still accessible and usable. He is only limited to make further payments through Paymentwall.

Hi [redacted],
 
Our verification process is in place to ensure that all transactions we process are valid and secured.  For us to be able to verify your account and allow you future purchases, we would need the documents requested to be able to review your account.
 
Our Support...

Team has been in contact with you through your support ticket to assist you on how to get your account unblocked.
 
Please note that Paymentwall is the payment processing partner of APB Reloaded.  We only process payments for your website and in no way have control over your game account being restricted. Your account in the game is active.  You are still able to log-in to your account and play.  You are only restricted to make credit card payments through Paymentwall while pending your account verification.  Until you have submitted the documents requested, you may still play the game and make payments through the other payment methods we offer.

Upon checking, We are still waiting for [redacted] to provide the screenshot of the completion of the  offer . The  process requires a  proof of  completion in order for users to  be credited  with the reward  advertised . We have been in contact with...

him since April 1, [redacted] however the user failed to provide the  screenshots required. We also have contacted  the advertiser to see the possibility of validating the user completion attempt sans the required screenshot.
 
 
 
Thank you. We wish you a pleasant day.
 
 
Regards,
 
Paymentwall Team

Initial Business Response /* (1000, 5, 2015/12/02) */
Hello,
Just as Mr. [redacted] mentioned, Paymentwall is a payment processor for different websites. As such, we make it our responsibility to protect both merchants and end-users. One way of doing this is by verifying the transaction once it...

raises a red flag on our system. There are several factors or certain trends which determine if a purchase may be suspicious. The verification process may include submission of documents, such as identification cards, to establish ownership. We do, however, ask customers to mask any sensitive information such as ID numbers. This whole process is initiated on our end to prevent unauthorized payments.
We have an open communication with Mr. [redacted], and we would be glad to assist him anytime. Our Support Team are always available to guide him through the verification process.

Initial Business Response /* (1000, 5, 2015/10/31) */
Hello,
Ms. [redacted] has filed a chargeback claim on one of her purchases via Paymenwall. As explained on her letter, it was due to an additional fee on the transaction. However, we have no control over international charges set by banks or...

credit card providers. With the chargeback in place, it is a common practice for account-based websites to place restrictions for security purposes. We would have been glad to give further assistance to Ms. [redacted], but according to our records, we did not receive an email regarding additional fees.
Our team was eventually able to win the chargeback. Ms. [redacted] then requested to have her account unblocked. She was asked to provide documents to establish ownership of account. Please note that we have already lifted all restrictions on her accounts. She may now make a new purchase.
Thank you.

Complaint: [redacted]I am rejecting this response because:
I have spoken to both the bank and police, giving them the details of what has happened in regards to the popup from your company upon a transaction being made on the Black Desert Online site demanding a full color copy front and back with all four corners showing of my government issued ID, Drivers License, Passport and full color copy front and back with all four corners showing of the debit or credit card used along with an unedited copy of the transaction and bank or credit card statement. The communications with Paymentwall via email and the continued demands for this information has been unprofessional, poorly typed responses stating until the documents are provided the account will remained permanently blocked from further purchases. Both the bank and police have stated very clearly a third party payment processing center is not entitled to this information and this is very typical of phishing scams. I have also spoken to the Federal Trade Commission and they stated the same thing as the bank and the police giving me more information about phishing scams and State and Federal Privacy Laws. My account on Black Desert Online was flagged without provocation, only my partner and myself have accessed the accounts on Black Desert Online and we have used the same computer, internet service provider and debit cards to make purchases in the game. I have asked your company for disclosure of what you have deemed a risk assessment and have not received any information to validate that claim. I have full trust in the bank and police and will not submit personal sensitive information to your company and risk my identity or credit. I would appreciate the account being unlocked.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/28) */
Hello,
We received a phone call from Mrs. [redacted] on October 16, 2015 regarding a 89.04 USD charge on her credit card. Upon checking, the payment was made by a "[redacted]" through a website that sells currency (virtual money) for online...

games. Paymentwall is the payment processor for this website, which means we handle all payments that go through them.
When asked about this, Mrs. [redacted] said that he is her 10-year-old son. It was mentioned to her that this is not a fraudulent charge, but we will extend our help by contacting the merchant and inquire if the credits haven't been used up yet, then we can ask them to refund the transaction. She was informed to call back after 48 hours to get a status. We received a response from the website stating that the credits have already been consumed, and they were able to provide proof.
Mrs. [redacted] called again on October 19, 2015 and said there is a fraudulent activity on the credit card. She went through the usual investigation for fraud claims. However, it was later on discovered that she already called previously. She started denying that she knows anybody named "[redacted]." She was still informed that the payment can no longer be reversed.
Please understand that we do not expect the minor to assume responsibility over the charge, but the card owner is accountable to all charges made through it. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not accurate. I was told by Payment Wall when I contacted them on 10/16/15 that the third party was Bro Gaming and that Payment Wall would contact them for the charge. Payment Wall never contacted them and I have email documentation sent to me from Bro Gaming that there was no record of any sale under the last 4 digits of my credit card, customer name, address or phone number. Again, Payment Wall could not provide documentation upon request. In fact, when I called them back stating I spoke with Bro Gaming; Payment Wall changed their story and would not allow me to speak to a supervisor. The only information Payment Wall provided to me was a false email address that they said they had on file for me. Payment Wall proceeded to ask me to go onto Google and type in "What's my IP address" and read them back the number. I purposely gave them an incorrect IP address number and after a couple minutes the representative came back on the line and told me yes that number is registered to my name and computer. Furthermore, I have screen shots of my bank statement showing that after I told them that Bro Gaming has no record of the transaction that they changed the billing name for the charge to TH.Gaming. If you google the website for Bro gaming it brings you back to the original site including contact information for Bro Gaming. Payment Wall has not provided any information as requested other than passing [redacted] blame on someone else! This charge was never authorized nor is there any record of a transaction.

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 cancelled [redacted] subscription, as he requested.  We have also issued a refund to his July subscription.  No further charges have been made after that.
 
We have gotten in touch with him via email to update him on this issue.

Hi [redacted],
 
Your previous transaction with us is for a different website and each of our partner merchant has different verification process specific to them.  
 
For us to be able to allow your transaction for [redacted] Online, you would need to undergo this verification...

process.  Since you have already submitted the requested document, your account has been unblocked.  Thank you for taking the time to have your account verified.
 
Our Support Team will be in touch with you through your support ticket if you may need further assistance.

Received business response via email on 3/31/16:Upon checking, a restriction was placed on **. [redacted] account due to security reasons. This may include, but not limited to, a particular payment or a certain trend, which was identified as risky. In order to lift the block, the verification process...

was put into place by asking for proof of payment / ownership. The payment system used by **. [redacted] sends out receipts / payment history, which was asked of him. As indicated on the complaint, we ask that all sensitive information can be masked apart from the name and the expiration date of the ID.We have used the information attached to the complaint and matched it with the user's file on our system. We have now unblocked the account. The customer may now make a new payment.Thank you. We wish you a pleasant day.Regards,Paymentwall Team

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]

Initial Business Response /* (1000, 8, 2015/10/14) */
Hello,
Customer made a purchase on 09/15/XX XX:XX PM (CST). The payment went through successfully, and the merchant was notified (via pingback) that the transaction has already been completed.
However, on the same date 09/15/XX XX:XX PM...

(CST), the merchant contacted us and instructed to have the payment refunded. The 9.34 USD was then returned back to the customer. Generally, there is a 3-5 business days wait period. However, it may take longer than this time frame depending on different factors from their end.
Please note that the said time frame is outside Paymentwall's control. The funds have already been released back to the customer, and from which point, only the bank or credit card company can track down the money.
We have emailed the customer to follow up on this issue and gave the authorization code, which he can provide the bank to get an update on the refund. We are also not able to find any past correspondence with the customer; hopefully this will create an open communication with him for any kind of additional questions.
Thank you so much.

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.But the truth is that, as of now, I have only received an email from the Paymentwall team, and there is no real progress. Not that I do not believe them, but because I have received too many similar responses. God knows how long it will take to complete the refund, I think I really have been waiting too long.The following are all messages from the paymentwall team:Paymentwall[redacted] 10:35 AMHello,Noted on this. We've forwarded your refund request to the appropriate department. We'll send you an update once we receive feedback. Thank you.Paymentwall[redacted] 08:21 PMHello,Our specialists are still working on this issue and are making the necessary steps to have it resolved. We also sent another follow up with the website. Please understand that it involves other operational divisions within and outside Paymentwall. We will definitely send you an update once we receive feedback.Regards,Paymentwall TeamBest Regards,Paymentwall TeamPaymentwall[redacted] 12:56 AMHello, We apologize for the delay. We have forwarded another follow up on this to our specialist. We will get back to you as soon as we have receive feedback from them. Thank you!PaymentWall TeamPaymentwall[redacted]:04 AMHello,According to our specialists, we can no longer process a refund for this payment since it was made more than 6 months ago. Please communicate with the merchant directly. Regards, Paymentwall TeamPaymentwall[redacted] 08:58 AMHello,We are currently working on your refund request and we will send an update as soon as we received any feedback from our specialist. Thank you.Regards,Paymentwall TeamSincerely, [redacted]

Hi[redacted],
We are coordinating to have this transaction refunded.  
We see that you are already talking to our Support Team.  We will get in touch with you through your support ticket once the refund has been done.
Thank you.

We have reviewed the case with [redacted]. His account was on hold pending verification that is why he couldn't make any more payments through out platform.  We already have his account verified and is now unblocked.  He could already make further payments.
 
As for...

the Order# [redacted], which he is requesting refund for, this order has been completed on the same date he made it and the game credits purchased has already been sent to his account and most likely had been used up by the customer by now.
 
There is no issue with the order. This was delivered to the customer in time.