Payza

Review: I have been with Alertpay for 8 years, now that Payza has taken over they won't release the funds to US citizens. I tried to call them at the phone number on the website and just got the runaround and refusing to pay me in any form of payment. I have been trying to get my money out for at least 6 months and it is never available for the US.Desired Settlement: I would like to withdraw my funds and close this account with Payza.

Business

Response:

Hi [redacted],

My name is [redacted] from the Customer Support department at Payza. Please allow me to provide some background information on what has caused this problem.

In order for Payza to provide e-wallet services in the U.S., we were associated with a licensed company that allowed us to provide services in the U.S. This partnership was unfortunately terminated for reasons outside of our control.

Because of this, we cannot provide certain services in the U.S. Until this situation is resolved, we are not able to process your withdrawal request.

Please accept our apologies. We appreciate your patience as we work to resolve this issue.

Sincerely,

Review: I was incarcerated from Jan [redacted] 2011 until July [redacted] 2013. During that time Payza closed my account. Also during that time someone withdrew $3027.57 on March *, 2011 sending it to [redacted]. They have stated that they will not help me retrieve these funds. I have tried working with them in every way that I can with no avail.Desired Settlement: I would like the funds returned ASAP

Business

Response:

Hi **. [redacted],

My name is [redacted] from Payza.

This email is regarding the complaint you submitted via Revdex.com.

Here are the transaction details of the transaction you claim that has been unauthorized:

________________________________________________________________________

Date: 3/*/2011

Amount: $3,027.57 USD

Reference Number: [redacted]

________________________________________________________________________

Our Account Security department already addressed this issue back in August [redacted] 2013, explaining that we unfortunately could not help you with retrieving those funds since this transaction has been made with a computer/IP address that has been regularly used by yourself for your Payza account. At this point, it is impossible for us to confirm if you or someone else did it. Furthermore, since it's been a long time this has been done, the funds may have already been withdrawn from our system, so it is impossible for us to reverse those transactions.

Lastly, you mentioned that you may know who accessed your account without your authorization. In this case, please contact this person directly in order to resolve the issue. I can also suggest you to contact the appropriate legal authorities to go against this individual since this is unfortunately not an issue Payza can assist you with.

Thank you for understanding.

Best regards,

Customer Support Advisor

Payza.com

Ticket Details

---------------------------------

Ticket ID: [redacted]

Subject: Your Payza Account

Business

Response:

Payza's network is protected by a 256-bit SSL encryption system and by the FraudMatrix, Payza’s proprietary, state-of-the-art, real-time monitoring platform which instantly identifies suspicious activity. We also have a team of professional fraud prevention analysts who assess external security threats to our system and ensure members’ accounts are not compromised by attempts at hacking our system.

Of course, users still have to do their part in keeping their passwords confidential. We will protect all your information in our system, but if you give your account information away yourself, then your account could be compromised. You should never reveal any personal security information publicly, on [redacted] or any other social media platforms. Even if you don’t openly reveal your information, your password could still be at risk if you’re not careful. There are a lot of different threats to your online security out there and the best way to protect yourself is to stay informed.

At Payza, we diligently protect our members’ information, but it is just as important that our members keep their information safe in order to ensure total security.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: I opened a Payza account , took my time to have the account verified and sent me documents and received $360 USd to my account. Just after the account for verified this company freezes my funds and prevent me from withdrawing my money is trapped in that account, I can't loose my funds to scammers like this I work hard for it. I need my money that's why I'm complaining here.Desired Settlement: Refund my money to my account

Business

Response:

Hi [redacted], Thanks for contacting us. My name is Alexander and I'm contacting you on behalf of Payzas' Customer Satisfaction team. I'd be glad to help you today.Firstly, allow me to apologize for the delays in processing your tickets initially. In somewhat of a bitter-sweet turn of events, there has been a recent surge in business here at Payza. That's the sweet part; the bitter part is that we're still adjusting to these new business levels, which means there will be some delays in processing transactions and in responding to customer querues. For this, we are truly sorry.I've looked into the matter of your frozen funds with our security team, and unfortunately, due to the public nature of the Revdex.com forums and the fact that it involves the other party of the transaction as well, I am limited as to the information I can disclose in relation to your case.Having communicated with our security team, they've advised me that they should be responding to your tickets within the next 24 hours, with more details or further steps to follow.While I apologize for the inconvenience this may cause, we hope to emphasize that such procedures not only serve as a protection for our network but for our clients as well.I hope I've been able to clear this up for you. If you have any other questions, we'd be glad to assist you in any way possible.Sincerely,AlexanderPayza.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me and the matter has not been resolved, as response is slow. I have sent in the proof they required via email and awaiting a response until my funds is released to me, as I am not a fraud thus matter remains unresolved.

Sincerely,

Review: I have a $32.85 balance with Payza which I am trying to withdraw. I am unable to send the money to my bank. I cannot send it by credit card. It has to $50.00. Support does not give satisfactory answers.Desired Settlement: Send the money to the card on file.

Business

Response:

Hi [redacted],My name is [redacted] and I'm contacting you on behalf of Payza's Complaints department. Firstly, allow me to apologize for any hindrance or inconvenience you may have endured over the duration of these issues. I've looked over your case thoroughly and I believe we'll be able to attain a satisfactory outcome for you.Your previous contacts with our team indicate that you were trying to collect your funds back, as you advised us through our chat service. You'd also threatened to report Payza as a scam if your funds were not returned in an email that you'd sent us. While I can't comment on the legitimacy of your claims, I can certainly provide evidence to assure you that your accounts have not been compromised to ease any such fear.We can accurately use the word "accounts" in your case, since you have had at least 2 accounts with Payza: "[redacted]" is your personal account which is still active. This was opened only 2 days after your business account, "[redacted]", which has since been closed.Your identity and ownership of these accounts was confirmed upon the provision of your SSN in both accounts. To substantiate that fact, the login history for both accounts consistently show that the accounts were accessed using the same IP address, by the same ISP and using the same device. Further still, each account has a different credit card under your name associated to it.This leads us to conclude that the accounts are being operated by the same individual, the one who deposited the funds into your business account, from a credit card under your name, sent those funds to another Payza account under your name and attempted to withdraw those funds to a credit card under your name. Typically, fraudsters will try to get the money they steal away from the people they're defrauding, not send it back to them.The conclusion of the matter is that it doesn't look like your accounts were defrauded by any measure, but rather that this is either some sort of mistake or that some other type of illegitimate activity may be afoot.Incidentally, you hadn't mentioned anything about fraud when you communicated with us over our chat. As you can tell, we have lots of tools in place to allow us to monitor activity and stop potentially fraudulent activity from taking place before it happens. But if you suspected that your identity may have been in danger, we imagine that would have been of greater concern than 30$. Considering that your SSN and credit cards were used to open these accounts, you stood to lose a lot more than the funds in your account if you had actually been defrauded. Had you mentioned this over our chat, we would have seen to it that more immediate action was taken. As one of the most secure online payment processors, Payza values the security of our members and their information very highly. You had mentioned your security concern/threat over our email system, but we also advise members that it can take between 3-5 business days to get a response by email. Instead, you chose to send an email, contact our chat team and send two complaints, all in a 24 hour span.Although, as you mentioned, the minimum limit imposed for your credit card withdrawal did not allow you to collect the funds from your Payza account, Payza did not leave you without any options entirely. This is proven by the fact that you have initiated a withdrawal for the full balance of your account by e-gift card. Since you'd expressed the desire to have your funds returned to your card, we've elected to do so, cancelling your pending withdrawal, returning the funds from your personal account to your business account and bank onto the card of yours that they originated with. This should be reflected in your Payza accounts balances immediately. The funds should reflect in your credit card statement within an estimated 5-10 business days.I hope I've been able to clarify and resolve all of your queries. In the future, we implore you to be as forthright with us as possible. With a complete and accurate understanding of the matter, we'll be much better equipped to understand your situation and implement the best solution, saving you grief at the same time.Thanks again for contacting us, I hope you have a great rest of your day!Warm regards,[redacted]Payza Customer SupportPayza.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], when I went back to my account I had to pay the amount back because there was a negative balance. Who is paying who???

Sincerely,

Review: This is the second nightmare I have experienced with payza. I was told the second time I withdrawal it will nw completed in 1 to 2 days. Well I had a death and had money immediately deposited into my account to help with these expenses. This was 5 days ago. I was told it would be in my account by today. Of course it was not. So I contacted them and after an act of God it was released. Not to mention I have now racked up over 300 overdraft charges bc I was guaranteed this money to be in my account. I took their word. Wrong think to do. So this is not costing me money instead of being money that was sent to help cover costs. The first timer daughter had wmwrgemcy surgery and it took 3 weeks to receive money. This is unacceptable and I feel they owe me compensation for charge I ha e occurred. I was promised a date of deposit and they didn't follow through.Desired Settlement: 325.00 compensation for overdraft charges

Business

Response:

Hi [redacted],My name is Alexander and I'm writing on behalf of Payzas' Customer Satisfaction team. Firstly, allow me to extend our condolences for your loss; we understand that this must be a difficult time for you without any additional grief. I'd also like to apologize if you felt you were dealt with unprofessionally by the advisors you spoke with. Payza employs a comprehensive improvement process to ensure our team is always at its' best, and this includes finding our weak points and coaching the advisor in question to ensure the situation has a better outcome in the future. For this reason, I'd gone over your correspondences with us on the 3 dates you cite in your complaint, to determine which advisor had misinformed you and schedule additional training for them. Unfortunately, I was unable to locate a correspondence where an advisor of ours had told you that a withdrawal to your card would take 1-2 business days at any point in time. Naturally, this would constitute grounds for a coaching, since the time frame in your Payza account clearly indicates an estimate of 4-5 business days for the transaction to be completed from the time you initiate the request. We stand to emphasize that none of the time frames provided for the completion of a transaction are intended as promises, but that they are estimates at best. This is made clear in our user agreement:"[...] Payza makes reasonable efforts to ensure that requests for electronic debits and credits involving bank accounts, credit cards and check issuances are processed promptly. We make no representations or warranties regarding the amount of time needed to complete transactions because our Service is largely dependent upon many factors outside of our control.Under no circumstances will we be liable for any lost profits, special, incidental or consequential damages arising out of or in connection to the Site, our Service or this Agreement. [...]" (From "[redacted], consulted July [redacted] 2015 at 9:20 AM, EST)However, I'm pleased to say that your request was, in fact, processed in the specified time frame [[redacted] -- Request Date: 7/**/2015 1:59:57 PM / Completion Date: 7/**/2015 7:19:37 AM]. This has also been the case for the previous withdrawal to your card; despite taking a bit longer, it was processed within the 4-5 business day time frame [[redacted] -- Request Date: 6/*/2015 12:44:58 PM / Completion Date: 6/**/2015 7:45:34 AM].Nonetheless, if you have some type of reference to the contact where you were provided the aforementioned time frame, such as the agents' name or the contact ID (Example format: ABC-123-45678) for the chat or email wherein you received this information, we would greatly appreciate this, both to substantiate your claim and to allow us to coach the offending advisor and ensure this situation does not occur in the future.It should also be noted that the time frames mentioned relate solely to Payzas' obligations to your funds. In other words, once the transaction has been completed, this means that the funds have effectively been sent from our accounts to your card. We DO advise members however that *their issuer* may have an additional delay in processing the transaction and admitting the funds to their balance. A common reason for this is to perform standard security checks, as financial institutions are likely to do.Each time your card withdrawals were completed, you received an email similar to the following:"Hi [redacted] Choate,Your credit card withdrawal of $[insert sum] USD is now complete. It may take 2 to 4 business days before the funds are available on your credit card." Considering the previous, it should be clear that Payza has upheld its' estimates as regards to your withdrawals and that these were processed in a timely fashion. The delays that you mention seem to originate with your bank and their policies, although Payza had alerted you of this possibility on at least two separate occasions. The fact of the matter seems to be that your bank had charged you overdraft fees, when they already had the funds on hand, but couldn't apply them to your balance because of their (understandably mandatory) security measures. We sympathize with your frustration, but are decidedly inclined to urge you to contact your bank about your overdraft fees, on the grounds that:• Payza has upheld its' Service Level Agreement estimates by processing your transactions within our standard time frames• Your bank seems to have had the funds on hand but still charged you the overdraft fees (This may be sanctioned by their policies)• In opening your Payza account, you've agreed to indemnify Payza from any fees a third party may charge you in relation to this service.We appreciate your contacting us and wish you the best in resolving the matter with your financial institution. Should you have any further Payza related queries in the future, don't hesitate to contact us again.Sincerely,AlexanderPayza.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is a complete lie and again I did not receive my money until today. They finally released it Friday stating it would be immediately available. This again a LIE!!! Beware and stay away from PAYZA. I know several companies that have already quite using them as a source of payment processor. Please do the same and use anything other than payza. They will lie, cheat and rob you if you allow it

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted],This is Alexander from Payza. We appreciate your reply, however, we believe a few things need to be clarified.We have acknowledged the inconvenience and hardship that this situation has caused you. Contrary to your dogmatic condemnations of guilt, void of evidence, yet rife with vitriolic contempt, we've remained open to the possibility of an error on our side and have offered to compensate you for your loss, on the condition that you can produce proof that the problem originates with us and not your bank/issuer.At the very least, we have provided an extract of your transaction history showing that the funds were sent out within our 5 business day time frame. Your financial institution is obliged by law to keep detailed records of transactions, including their amount, the date they are applied to the account and the date they are received.One such credential is called the ARN, or Acquirer's Reference Number. This number is produced when your transaction passes through the card scheme and is received by the acquiring institution, or your bank/issuer. Below, you'll find the reference number for both of your card withdrawals. With these reference numbers, you'll be able to refer your bank to these transactions and obtain not only the date your funds were applied, but the date they were received from us:ARN for [redacted]: [redacted]ARN for [redacted]: [redacted]We have asked you to prove that your bank did not apply any hold to your funds, as every financial institution is obliged to do for these transactions as an industry standard, but rather that we sent the funds later than we said we did and that they were applied to your balance immediately. And yet, despite the fact that most people with legitimate claim to do so would jump at the possibility to reclaim $300+ that they believe they were unjustly charged, you have produced little more than empty allegations and slighting remarks. If Payza has caused you so much trouble, all we ask is that you show us when and how, so that we can make it better. It is our firm belief that this is the whole purpose of the Revdex.coms' platform: you bring up a grievance that you believe may have been overlooked and together we try to mediate some type of solution. If you want to throw accusations around, there are plenty of forums that specialize in this, but then you already profess knowledge of these, so I won't bore you with the details. If you'd like our assistance, then we plead for your cooperation.So, yes, if you'd like, you can tell people that a card withdrawal takes at least a week. We do too: as mentioned earlier, your account gives an estimate of 4-5 business days (or, about a week) for the transaction to be completed. We also advise our customers that their institution may hold these funds for an additional 2-4 business days, as was evidenced in the messages you received for both your transactions, which we cited in our first correspondence.Once again, we'd really appreciate your cooperation in the matter. If you've found out after the fact that what we've been saying was true all along, we won't hold it against you, everyone makes mistakes (as we've readily admitted) but we will ask that you please stop making accusations to the effect that we don't want to help you. If we didn't, you wouldn't be reading this now. But if you have **ANY** proof to lend some legitimacy to your claims, we've literally given you advice on how to get compensation out of our pockets for these fees, (which is what we believe you opened this complaint for initially), please send your proof through to our support center and I will personally ensure that it is handled properly.Feel free to advise as many people as you want of whatever you like, but if you'll be using your correspondences with Payza, including this one, as proof that we lack in the areas of "customer support and fairness", the only thing you'll be giving the world evidence of is our commitment to help our customers (even when they don't seem to want any help!) and that we've have dealt with you kindly and fairly, despite a lack of reciprocation.We look forward to hearing back from you. Kind regards,AlexanderPayza.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I will not put up with your excuses and or apologies for simply you not following through with what I was promised I just hope people take this as an honest review and stay very far away from Payza

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I made a Bitcoin deposit to Payza for $53.03 on **-03-2016.

Transaction: [redacted]

The Bitcoin funds were successfully sent to Payza:

But Payza hasn't credited me.

The only way to contact them is either by Ticket or Live Chat.

Live Chat was completely unhelpful.

Ticket left unresolved.

The phone number you hold in the Revdex.com for this company is not in service - it requires a 5 digit PIN code and the agent (Bipin) in the chat told me:

"Unfortunately, Payza will no longer be providing phone support any longer, rather opting for a full online support center. Currently only Ticket and Live chat support is available."

Live Chat is unhelpful, waste of time - asking for details only to tell you to submit a ticket and wait and even if you submitted a ticket they have no ability to help - completely incompetent.

This entire company is incompetent.Desired Settlement: Credit my deposit to my account and stop scamming people.

Business

Response:

Hi [redacted],My name is [redacted], and I'm contacting you behalf of Payzas' Customer Satisfaction Department.Firstly, allow me to apologize for the inconvenience these delays may have caused you. Normally, Bitcoin deposits are applied upon receipt. Unfortunately, however, some unforeseen error caused your transaction to be held up a bit longer than anticipated. I'm pleased to say that your transaction has since been located and applied by our financial team. We urge you to consult the balance of your Payza account to confirm this.If you would like to check the transaction activity for your account, please follow these instructions:•1 Log into your Payza account•2 Click on the "Account" tab in the navigation bar to the left•3 Click on "Detailed Transaction History"On this page, you will be able to view all transaction activity on your account. You may search for transactions by transaction type, currency, transaction state, reference number and date.Normally, agents by chat should be able to offer more assistance than what you were given. We appreciate your bringing this to our attention; we'll see that thee agents in question receive additional training.Thanks again for writing us, I hope I've been able to resolve the situation for you. If you have any other questions, please let us know.Warm regards,AlexanderCustomer Satisfaction DepartmentPayza.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I own web based advertsing business - [redacted], where I set Payza as main payment method. Also ocasionally I receive money from friends or partners using this payment method. So far so good receiving money or even sending to a software company when I needed. But when I asked to withdraw an amount, the problem came.

I have a withdrawal order of 386.84USD, I chosen BTC as payment method due to lower taxes advertised by Payza:

Fee 2.00 %

Duration: 1-3 business days

I made this operation with details below

Date

9/*/2015 3:19:19 AM

Reference Number

Fee

$0.00 USD

Transaction type

Withdrawal

Name/Email

By Bitcoin

Current Status

Pending

Amount

$386.94 USD

Total Amount

$386.94 USD

Bitcoin amount: 1.64124648 BTC,

Bitcoin address: [redacted]

After 14 days of waiting, 2-3 tickets and 2-3 chat sessions with support guys that are only asking you to wait more, nothing happened, no money received. They offer no other solution than wait. I see only pending there, and money dont come at all, no matter how persistent or pleasent I was with support team.Desired Settlement: First of all I would like to see the money delivered to my account!

Then I expect sincere apologies from their side, and since their Terms of Service is not respected by them, a compensation would be fair since they obstructed my business and disturbed my customers.

Thanks

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Payza has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I have a business here in Charlotte, NC and I use online payment processors (PayPal, [redacted], etc...) to process payments from my customers. [redacted] (www.[redacted].com), a payment processor is holding approximately $22,669.14 of my funds hostage. Today on December [redacted], I have logged in to my [redacted] account and was welcomed by this message: "Due to circumstances beyond our control, [redacted]’s account platform is no longer accessible to members in the United States. Therefore, you cannot add, send or receive funds to or from your account. Unfortunately, the third party relationship that enabled U.S. members to access their stored value account services was terminated. It is with great regret that we have had to withdraw from the U.S. market. All withdrawal requests will remain pending until further notice. We are working diligently on resolving this matter and will update you immediately with any development." Here is the screenshot of the welcome message - [redacted] is now holding $22,669.14 of my funds hostage.Desired Settlement: I would like to have the funds in my [redacted] account release to my bank.

Business

Response:

Hi [redacted],

My name is [redacted], and let me start by thanking you for contacting us.

It is due to circumstances beyond our control that [redacted]’s account platform is no longer accessible to members in the United States. The funds that are currently on hold ($845.13 USD) are in the process of being available to your [redacted] account since each checkout payment you receive from your website are normally on hold for 14 days.

You can still withdraw your funds. However, all withdrawal requests will remain pending until further notice. We are working diligently on resolving this matter and will update you immediately with any developments.

Your patience and understanding would be very much appreciated.

Kind regards.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is exactly the same, word to word, response I got from [redacted] this morning while I filled the formal complaint at [redacted]ere is the response I got this morning from [redacted]:

Hi [redacted],

My name is [redacted], and let me start by thanking you for contacting us.

It is due to circumstances beyond our control that [redacted]’s account platform is no

longer accessible to members in the United States. The funds that are currently on

hold ($845.13 USD) are in the process of being available to your [redacted] account since

each checkout payment you receive from your website are normally on hold for 14

days.

You can still withdraw your funds. However, all withdrawal requests will remain

pending until further notice. We are working diligently on resolving this matter and

will update you immediately with any developments.

Your patience and understanding would be very much appreciated.

Kind regards,

[redacted]

Ticket Details

---------------------------------

Ticket ID: [redacted]

Subject: [redacted]

Support Center: [redacted]

[redacted], you can hold the $845.13 to be exact for 14, but send me the $19,000.50 and $2,823.51 that I have requested to be withdrawn from my account.

Just for reference purposes I'm providing the proof of withdrawal requests from my [redacted] account.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

Hello,

I do understand that you guys are having problems, but you also need to understand that I'm running a business and I require the funds to stay in business. I do not believe it is legal for you guys to withhold my funds and not allow me to withdraw them. I do business with [redacted], not with a 3rd party. For that reason I am unfortunately forced to file a report with Attorney General North Carolina Department of Justice and Internet Crime Complaint Center as I require the funds in order to remain in business. How am I supposed to stay in business when you guys are holding my funds? This is just unacceptable.

I really tried working out with you guys to have this resolved in any way possible, but from what I can see you are just sending me the same responses back and forth. Let me ask you this, you mentioned that withdrawals are no longer available to members in the US, what if I open an offshore bank account in United Kingdom or Canada, you shouldn't have any problems transferring the funds then, am I correct?

Update

I have already filed a complaint with Attorney General North Carolina Department of Justice and Internet Crime Complaint Center, as well as RipOffReport. I am willing to stop the complaints from going any further, if we can reach a resolution in this case.

Thank you.

Thank you for submitting a complaint to the North Carolina Attorney General’s

Consumer Protection Division. We’ll review your complaint and work with you

and the business to try to reach a resolution of your dispute.

Please remember to mail copies (not originals) of any supporting documents such as

contracts, bills of sale, receipts, written estimates, or warranties to our office

at:

[redacted]

You can also call us toll free within North Carolina at [redacted], at [redacted] from outside of North Carolina, or at [redacted] for Spanish

speakers.

ConsComplaintID

####

--------------------------------------------------------------------------------...⇄ />
Thank you for filing a complaint with the Internet Crime Complaint Center (IC3).

Your complaint has been successfully submitted. Please retain the following

information for future contacts with the IC3:

Complaint Id: ################ Password: ################

If you wish to view/download your complaint or have any additional information to

provide to the IC3, please use the following link and login with the above complaint

id and password. [redacted]

The IC3's mission is to serve as a vehicle to receive, develop, and refer criminal

complaints regarding the rapidly expanding arena of cyber crime. The IC3 aims to

give the victims of cyber crime a convenient and easy-to-use reporting mechanism.

Complaint Status

The IC3 receives thousands of complaints each month and does not have the resources

to respond to inquiries regarding the status of complaints. It is the IC3's

intention to review all complaints and refer them to law enforcement and regulatory

agencies having jurisdiction. Ultimately, investigation and prosecution are at the

discretion of the receiving agencies.

Evidence

It is important that you maintain any evidence you may have relating to your

complaint. Evidence may include canceled checks, credit card receipts, phone bills,

mailing envelopes, mail receipts, a printed copy of a website, copies of emails, or

similar items. Please keep the items in a safe location, in case you are requested

to provide them for investigative purposes.

Review: Dear Revdex.com,

It is very great to have an association like you, really I have a very big problem with that [redacted] called payza.

I have an online business and used to buy and sell products online to different customers and then receive the corresponding funds from customers on my [redacted], payza, skrill and neteller accounts.

I have never seen an online paymnet processor more worse than payza, very bad, slow and inefficient support.

I sold a lot of cashu, [redacted] and steam cards to one of my customers, and he send the corresponding funds to my payza account.

SUDDENLY, I found that payza reversed all this customer transactions from my account, saying that the source of these funds is fraudulent, the total amount reversed from my account till now is $1588 !!

After I ahve delivered the full service to the customer they did the reverse !! REALLY can't understand such action !!

I want to ask, is that my responsibility ?! Do you see that I am who should know if the money source is fraudulent or not ?! How I can know that the received money is fraud, How can I check the money source of each customer ?!!

Payza is the one who should protect my business and also protect itself against fraud, They don't want to lose anymore but me and others can lose their money in seconds without any care or problem with them.

I tried to contact them manytimes but no respond, no care, they are the worst, really they are not safe at all.

Please I want to restore all reversed funds to my account again, I can show you all screenshots you need, also I can show you that I have delivered the service to my customer.

Really you are the last hope, Please help me restoring my money, I trust you as you are a very reliable team.

Waiting your kind reply. Thank youDesired Settlement: They reversed $1588 from my account until now, I want to restore this amount to my account again because I have delivered the service to the customer and I am the only loser now.

Business

Response:

Hello [redacted], Thank you for contacting us. My name is Alexander and I'm contacting you on behalf of Payzas' Customer Satisfaction Team.Firstly, allow me to apologize for the recent sluggishness you may have experienced from our service. As it turns out, many new merchants have come on board with Payza lately, effectively doubling our sign ups from new clients. Naturally, we're working to provide the same support you've grown accustomed to, but we hope you'll understand that we truly want to support our customers in the best way possible and that training new staff to such a degree can take some time. In the meantime, we appreciate your understanding and patience as we adjust to these new circumstances in our business.As for the queries pertaining to your funds, we believe some explaining is in order. The first transactions reversed from this client of yours amounted to roughly half of the sum that you claim in your complaint. Shortly thereafter, our fraud department contacted you advising you that these funds were returned due to having originated from illegitimate sources. Despite this warning and the initial loss on your behalf, you continued to deal with this buyer. Contrarily to your claim that the funds were reversed "SUDDENLY," these reversals took place over approximately a months' time, wherein you continued to deal with this merchant, ignoring our warnings that the buyer you were dealing with had come into possession of illegitimate funds. Under normal circumstances, most merchants would begin to question a buyer like this and either cease business relations with them or ask them to send their payments through a guaranteed method. While we can provide you with as many warnings as we have, and for your own good no less, if you refuse to heed the advice then we have no liability for your losses.While we understand the situation this puts you in and the way this must make you feel, unfortunately, as per our terms of usage, you have already indemnified Payza from any damages arising from the usage of our service. Please see our user agreement at the following address: "[redacted]"Under no circumstances will we be liable for any lost profits, special, incidental or consequential damages arising out of or in connection to the Site, our Service or this Agreement. [...] You agree to indemnify and hold Payza harmless for unauthorized transactions done through Payza [not only those done on your account, but those done on other users accounts]. [...] If you do not report unauthorized transactions in your Payza account, you will be liable for any resulting damages. We will do what we can to recover the funds, but if we are unable to recover them, you will assume responsibility for the losses."So while we understand that you have experienced some loss, please understand that you aren't the only one. Your client, as you'd mentioned, is feeling some effects from this as well, and Payza has lost profits itself in having to return the funds to their rightful owners. But in the interest of justice, we are convinced that this is the best course. After all, while your business and ours may have benefited from this transaction, we can hardly condone users defrauding countless innocents for the sake of our own interests. Once we'd become aware of the fraudulent activity, the user in question had been suspended from using our services ever again.I hope we've been able to clarify our stance on the matter and affirm our commtment to this decision. We do apologize for the inconvenience you've experienced lately, but hope to be able to improve things shortly.Sincerely,AlexanderCustomer Satisfaction TeamPayza.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am really wondering about the business response, They aren't saying the truth at all !!He said that "their fraud department contacted me and advised me that these funds were returned due to having originated from illegitimate sources and despite this warning and the initial loss on your behalf, you continued to deal with this buyer".First of all,I received the last transaction from the buyer on 18/**/2015, and didn't receive any other payment from him after that date.Payza start to reverse transactions from my account SUDDENLY on 31/**/2015 without any pre warnings or advisement, so how payza is saying now that their fraud department advised me that the source of the money is fraudulent and despite that I continued to receive money from the buyer !!, as you see they start their first reverse action on 31/**/2015 and after I finished receiving all payments from the buyer.PAYZA didn't gave me any advisement or warning related to that buyer or his transactions during the period of receiving funds from him at all.Again, details of first two reversed transactions:Transaction date: 10/1*/2015, Transaction amount: $210, Reference: [redacted]Corresponding service: Two steam games gift cards of $100 each.Service status: delivered to the buyer on 10/**/2015.Reversed on: 31/**/2015Transaction date: 18/**/2015, Transaction amount: $624, Reference: [redacted]Corresponding service: Six steam games gift cards of $100 each.Service status: delivered to the buyer on 18/**/2015.Reversed on: 31/**/2015When I contacted payza support to ask about the reason of this reverse actions and how did they do that without any previous warning the support team pretends to be wondering of that and said that they are sorry for that and they will send me a declaration email to let me know the reason why they reversed these two transactions from my account, I received their declaration email on 4/*/2015, this means that they send me the first mail message after 4 days from the date of the first two reversed transactions (that was on 31/**/2015 as shown above) (The attached image showing their first email to me)Also I am not responsible at all about the source of the funds, this is your responsibility and you should take it bravely and I will not accept to lose $1693 because of your poor and unsecured system, also if the source of funds is fraudulent as you said, where was your fraud detection system during the period from 9/**/2015 to 31/**/2015 ?!! your fraud detection system suddenly wake up on 31/**/2015 is that logic !! and now you are lying and saying that you send me warnings and advisements !! where is that advisements, please show me only one advisement you send me for the period from 9/**/2015 to 31/**/2015.I am a seller and have a lot of deals with large number of customers daily and I am really sorry that I trust your payment processor and thought that it is a safe and reliable one, you caused me a loss of $1693 because of your careless and irresponsible system, I want you to know that I stopped dealing with payza at all until I see what is the action you will take with my case, I am still waiting your fair response.If you are a fair and reliable payment processor you have to restore all reversed funds to my account again and do a lot of investigations with your technical and support team, as there is a clear shortage in your system and in your treatment with your customers, because without doubt you are the only responsible for all losses that happened to me and my clients because of these reversed transactions. Again, I can show Revdex.com and payza all evidences that I have delivered the full service to the buyer in time. Thank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello [redacted], Thank you for your response and clarification of your claim.From consulting your account, it is clear that the returns were initiated after you'd only received the last payment from your client. We apologize for the confusion. Nonetheless, you had mentioned that you were anticipating an email from our fraud department. Please find cited below the email sent by our Fraud Department."Hello ,Thank you for your reply.We apologize for the delay in responding to your e-mail. We are not stating "[redacted]" is a fraudulent account. [redacted] had unknowingly come into possession of fraudulent funds and is not directly responsible for the fraudulent funds transfer. Again, the transactions you received from [redacted] were reversed because the funds derived from a fraudulent source. We apologize for any inconvenience this may have caused. Thank you for your understanding. Fraud Prevention Team[redacted]As mentioned by the Fraud Analyst, the reason was plainly set out to be that your client had unknowingly come in possession of fraudulent funds. Although we agree that you aren't liable for the source of the funds, as mentioned previously, you've also agreed to indemnify Payza from any losses associated with the use of your Payza account. Unfortunately, we aren't under obligation to disclose our fraud prevention and detection methods, but it should go without saying that transaction security is rarely a cut-and-dry affair. Often times, such transactions go through several hands before their source is detected whilst our team actively. Regardless, once their illegitimate activity is detected, it is our responsibility to act according to our findings. While we can understand the duress this puts you under, it isn't any more fair to allow the parties who were defrauded to be left to their devices when we've come to have knowledge of their situation. Sadly, even financial institutions, including banks and credit issuers, will not guarantee funds obtained through illegitimate means. Although they may allow you to transact with the funds as a gesture of good faith, should they detect any kind of suspicious activity, they are pront to respond much like we have.While we can understand your stance and are sad for your loss and your take on the subject, we could only hope that you would come to understand how this affects other users and Payza alike.Thank you for expressing your opinions, if you have any other questions, we'd be glad to clarify the matters for you.Cordially,AlexanderPayza Customer Satisfaction[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was anticipating an email from your fraud department at least after two or three transactions not after 8 transactions !!, it is a clear shortage from you to send me a mail saying that the funds source is fraudulent after almost receiving 8 transactions and after you have reversed two transactions, also your fraudulent department didn't send the mail spontaneously, they send the mail after I contacting the support team to ask about the reason for the reverse.Again, there is a clear shortage from your fraudulent department and I am nor responsible and liable for this shortage and because of that you should compensate me for that shortage, although you are the only payment processor that caused me such huge loss.I know that I should indemnify payza from any losses associated with the use of my Payza account, but if you have a shortage you have to announce that, I shouldn't be responsible for the source of funds and also your lagged system, I delivered the product to the buyer on time so you have to take this in your account, not only to care about the losses that may affect payza, you should also care about your customers and their business, you should also protect us.Because of your shortage you should restore all reversed funds to my account again, I hope you can understand my bad situation and also my reputation that has been affected badly because of payza, you caused me a huge loss in money and clients.Also I want to know the opinion of Revdex.com in my claim if it is possible.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On Tuesday, I remembered I still had some money in my Payza account and went to go withdraw it. The problem was, the next button wouldn't light up. Then I noticed, at the top of the page, they were having problems with bank withdrawals. As a "courtesy" of course, they would let me withdraw to a credit card if I let them take half my money.

So, I went to go contact them to find out the ETR. I was very polite, asking the rep three times. As he failed to answer the question on the third time, I lost my patience and asked to speak to his supervisor at which point, he refused. Understandably, I was upset. So, I closed the chat and re-opened it to get a different rep. Already upset at the previous rep, I had not as much patience, and had not the time for the song and dance they put you through at the beginning of the chat. I simply copy/pasted my question until he answered. He did not, but he threatened to terminate my account if I replied again. The THIRD rep, I just started out asking for a supervisor. I was already pissed, using all caps and language that clearly indicated I was angry. As you can tell from the chat history, I was very polite until THEY made me angry. It was the fault of the reps.

So, I Emailed the offices telling them of this, and how did they respond? By terminating my account and stealing my money. Granted, they did apologise for the actions of their reps, but in terminating my account, they were blaming me for their reps' actions, when it was the other way around.Desired Settlement: I've already gotten an apology, and I apologise for my reaction.

What I want is my account re-instated as was and an answer to my original question.

Business

Response:

Hello [redacted], This is Alexander, the supervisor from Payza you've been speaking with today. I also correspond on behalf of our Customer ExperienceTeam. It's a pleasure to speak with you again.While we were hoping to resolve the matter with you personally, we'd be glad to clarify our stance on the issues you've brought up once more.Firstly, as for the unavailability of bank transferwithdrawals for US members for reasons beyond our control, we have advisedmembers that this is a temporary situation which we have been working torectify. Members are not obliged to withdraw using either the credit card or Bitcoin options currently available; they're simply options. If you'd prefer not to make use of the options currently at your disposal, there is still the option to wait until the bank transfer option has been reinstated.Regrettably, the cost of such transactions is largely influenced by the cost our partners set for the transaction. Unfortunately, if the fee is an unfavorable amount in relation to the sum you're requesting to withdraw, it should go without saying that there is no contesting these fees since they're charged by a third-party. The 8$ fee is a fixed rate for any amount admissible for withdrawal, so while someone who is withdrawing $16 may find this is a hefty amount, another withdrawing $1600 would consider this relatively infinitesimal.Now, as for the contacts, I’m pleased to say I’ve found you to be the picture of cordial and respectful communication with myself. Sadly,the word “polite” wouldn’t be on the top of a list of words one would use to describe your conduct when speaking with our advisors on chat. Since we’ve already discussed this at length, dissecting your correspondence will prove to be of little value to you, but for the sake of the mediator, I’ve included a copy of that first correspondence you’ve cited below. Let the record show that All 3 of the correspondences you had with our chat support on the 29th of September that you’re referring to, began and concluded within a 15 minute time span. The first contact is as follows:[redacted]

[redacted] In light of the previous, one must concede that you did, in fact, ask the question several times. Three times within two minutes to be exact (12:25-12:26). However, you had also stated that the agent failed to answer your question, but we don’t believe this is the case. Rather, you hadn’t afforded them the opportunity to reply to your question. While you can come into a chat with your questions prepared, agents may have to respond to hundreds of contacts within their shift. Consequently, agents are encouraged to make sure they understand your question before replying. Which is precisely what the agent tried to do (See Vishals’ first entry at 12:27). Unfortunately, you refused to cooperate with the agent inyour lengthy 3 minute history together, so we’ll never be able to say with certainty how this would have worked out if you had actually communicated the agent. Since you cite frequently the gross disrespect with which our team treatedyou, let the record also show that the agent was simply doing their job as expected, until you actually began using profanity and insults, calling our advisor a “[redacted](asterisks ours). You also state that the advisor denied you a supervisor,which is not the case, as the record shows yet again. The advisor had informed you that a supervisor was not available. Something not being available and something being denied you are two different things. As mentioned in our emails earlier, had you waited a short while longer, our agents are trained to provide you with an estimate as to when a supervisor will be available as well as thebest channel to reach them. Since you had left within the same minute of receiving their initial notice however, you couldn’t have known that. Rest assured, though, they did report your request and as of this morning, you havebeen getting the undivided attention of a supervisor.When I emailed you earlier, you said of the advisors behavior: “If you don't consider that abusive, then there's something wrong with you”. By that logic, something must be wrong with me, but I imagine that’s why you’ve taken up the matter with a mediator.After reviewing your statements made here with the Revdex.com andreviewing your chat with the second agent, I must concur with your description of events. Unfortunately, if the first agent didn’t deserve your abuse, the second didn’t deserve it anymore. Please read the second chat below:

[redacted]I would have been convinced that you were having some kind of technical issue with your keyboard if it weren’t for your pre-pseudo-shouting-match countdown. It can only be assumed you were showcasing your politenessand copy-pasting skills over the arc of this communication. Of course, it’s common knowledge that a dialogue involves an interchange of information between two individuals, not one barraging the other with the same question, leaving them no room to breathe, hoping for an answer and shouting at them before they try to get a foothold in a situation that already seems like it’s gone horribly awry.There’s very little to say as to the content of this chat since, frankly, there’s very little content. I can only imagine the relief the advisor must have felt as the chat disconnected. But the respite was short-lived, since you returned less than a minute later, to speak with the same advisor. Let’s take a look at how that went.

[redacted] While you’ve stated, that it was us who caused you to get angry, I understand that this is subjective to the individual, but I can’t find where the first advisor caused you to get as angry as you did, even for such a minor misunderstanding on their end, or why the second agent you spoke with wasn’t worthy of getting a clean slate with you. You can’t expect an agent to be able to go back and check the chat history had with another agent when you’re in and out of a chat in less than a minute.Consequently, while we’ve apologized for whatever may have summoned such vitriolic fury from within you, I’m remiss to say once more,politeness was not a quality that was displayed through these communications very long, if at all. When I read your emails this morning, I have to admit, I felt whichever advisor could cause you to feel this way surely would require some form of reprimand. As I read the conversations you had with them, those feelings soon began to ring hollow. Naturally, after subjecting our agents and support staff to libel, verbal abuse, including profanity and insults despite several warnings and abusing our service itself, our user agreement gave me ample grounds to suspend your account.The section relating to your actions can be found in section 7.2, “Acceptable Use and Activities Not Allowed-Activities Not Allowed”. You can consult our user agreement at the following address: [redacted]“[…]The following activities are also not allowed through orin relation to Payza:[…]• Any defamatory, trade libelous, unlawfully threatening orharassing statements or informationThis is also stated in the opening section of our useragreement, Section 1.1, “Warranties-Eligibility”( https://www.payza.com/legal#eligibility):“[…] •You will refrain from using abusive and vulgarlanguage with Payza employees, whether through email, phone or live chatsupport. Abusive conduct will not be tolerated and will result in accounttermination.”This same user agreement also outlines the consequences for violating this user agreement in black and what, in section 9.1 and 9.2 “Closing Accounts and Limiting Account Access-Activities resulting in Account Limitationand Termination” and “Closing Accounts and Limiting Account Access-Actions Resulting From Engagement in Restricted or Prohibited Activities”, collectively ([redacted]):“[…]Payza reserves the right to limit account access orwithdrawals and the right to terminate this Agreement with no prior notice forany of the following: […]•Violating this User Agreement in any way[…]If we have reason to believe or suspect that you have engaged or plan on engaging in any restricted or prohibited activities, we may take various actions to protect Payza, other users or you from reversals, chargebacks, claims, fees, fines, penalties and any other activity that may render Payza liable. The actions we may take include but are not limited to the following:[…]•We may close, suspend or limit your access to your Payzaaccount (such as limiting access to any of your payment methods and/or yourability to send money, make withdrawals or remove financial Information);•We may contact buyers who have purchased goods or servicesfrom you, contact your bank or credit card issuer and/or warn other users, lawenforcement or impacted third parties of your actions;[…]•We may refuse to provide the Payza services to you in thefuture;•We may hold your funds for up to 180 days if reasonablyneeded to protect against the risk of liability;[…]•We may take legal action against you.”Initially, all of these applied to your case apart from the legal action option. You, on the other hand, weren’t shy about threatening to pursue us with legal action if we didn’t see to release the $16 dollars in your account, saying we were holding your funds illegally, when by your very opening a Payza account you had consented to the legally binding contract which allows us to do so. We had also advised you that pursuing legal action was unwise for the following reasons:•1 Threatening legal action is punishable by suspension ofyour account. Not a problem, that was already taken care of.•2 Threatening legal action for a contract that you are inviolation of is not a very powerful argument•3 Threatening legal action against a company that you haveslandered and verbally abused is a bit like losing the leg you had to stand on,as a figure of speech.But you went on continuing to threaten us (Note to the mediator: I understand this is getting a bit long on the tooth, I’ll include a copy of my email conversation with the client for your reference) with lawsuits and the like. Concluding that you weren’t willing to abide by our request for you to wait the stipulated time frame, we decided to invoke our right to deny you service and have returned the 16$ in your account to the sender. Respectfully,Payza no longer wishes to have any dealings with you. Please contact the sender and ask them to send your funds through some alternate method. We don’t imagine this should be difficult, you seem to have already expressed preference for at least one other.Our summary of the matter is that although you’ve been a client of ours for over two years, you’ve only done your first transaction with us two days ago and have already proven to be non-compliant and abusive. Disregarding our user agreement, these are serious legal offenses and violations of basic human rights. We do hope this message finds you well and serves as plentiful evidence to exonerate Payza of your claims.Best regards,Alexander

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I'm still waiting on word from the person they claim to have sent it to on whether or not they did actually return the money. I can't speak on that, but I have my doubts.When I first signed up for Payza two years ago, they had decent customer service, and seemed to be better than [redacted], which is my reason for going with them. But, they went from company to scam pretty quick. May I present exhibit A: [redacted]Everybody who has something to say about Payza complains that they've had their money stolen. And there are websites like that all over the internet. This one isn't as unanimous, but it also has older replies, so: [redacted]And if you think anyone believes at a rep claiming a supervisor is "not available" isn't the same as refusing me the right to speak with a supervisor, you've got another thing coming. I have friends in call centres. I know how this stuff works. I know what this means. Your lies don't work on me.You don't really think the way I acted was "abusive" or "disproportionate" or a "violation of basic human rights." The way I reacted was the way a reasonable person reacts to getting jerked around by reps who go out of their way to avoid providing customer service. As for the allegations of, "slander," I'd like to thank you for lurking my [redacted] profile. Much appreciated. But, remember. It's only slander if it's not true. As far as having my account terminated, after finding out who you are, the pleasure is all mine. I'm rejecting your solution, however, because you're still kind of a jerk.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Currently I hold money balance in my Payza account. But they have restricted my access to my account following a dispute filed by me for an undisclosed and unauthorized charge from my bank account by Payza on Jan.**, 2016.

I have sent several emails requesting to restore my account at any cost but they have never got back to me with any resolution of the issue. I gave in and agreed to fulfill their conditions in order to get my account active and to withdraw my money. But they haven't paid any heed to my repeated requests.

I will be thankful if you can check with Payza and help me to get my money back . My account with Payza is under my email ID: [redacted]

Sincerely,

[redacted]Desired Settlement: I want Payza to restore my account to active mode so that I can use my money and their service.

Business

Response:

Hi [redacted],My name is Alexander and I'm contacting you on behalf of Payzas' Customer Satisfaction Team. I'd be glad to help you out today.As you're aware, your account was suspended for the forceful initiation of a reversal from your card issuer, also known as a chargeback. This is a violation of our User Agreement and entails the suspension of obth accounts implied in the reversal. Should you suspect any iunauthorized transaction, we humbly request that you use any of the methods we put at your disposal through our resolutions department and account security team. You can report any suspected compromised activity and our team will look into it. If our team is able to conclude that it is in fact fraud, we will return the funds at no cost to yourself.As it stands, this course has caused penalties to be applied to your account. I've contacted our card processing team who has since applied the fees to your account and reactivated it, as per your consentment. We apologize for the delays. In the future, you may wish to refrain from sending multiple tickets on the same topic. Doing so causes your ticket to lose any priority it may have accrued up until that point.I hope I've been able to clarify any issues you may have been experiencing. Thanks again for writing us, it's been our pleasure to assist you today.Warm regards, AlexanderPayza.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I provided a customer with valuable service and was paid through Payza. Payza then reversed the transaction and removed the payment from my account.Desired Settlement: I want the money paid by my customer to Payza for my services to be returned to my Payza account.

Business

Response:

Hello [redacted],

We apologize for the inconvenience, but the funds you have received from transaction [redacted] have been flagged in our system as fraudulent. Please note, the sender had unknowingly come into possession of the fraudulent funds and they are not responsible for this situation. However, after careful review of all the parties involved, we have returned the funds back to the primary cardholder.

As per our User Agreement, any account that receives fraudulent funds or funds that have been disputed by the Sender will be reversed. If you receive funds in your account from the Sender's credit card or bank account and the credit card or ACH transaction is reversed, you agree to hold Payza harmless for the reversal fee and agree to reimburse Payza immediately by any means necessary.

As an online payment processor, our business & security practices are similar to that of a financial institution. As such, it is important that we adhere to a comprehensive security policy for the protection of our network and our compliance with various laws and legislation. If we have reason to believe that a transfer you have received may be fraudulent or the funds transferred may have derived from a fraudulent source, it is important that we do our own due diligence to protect our members and our network.

Please contact your customer for the completion of your payment. We do apologize for any inconveniences caused by this matter and thank you for your kind co-operation.

Best Regards,

Payza

Review: I had a transfer of $490 after fees to my [redacted] Card it was sent as a REFUND to [redacted] instead of a Transfer on July [redacted],2015. Since this transaction went through to [redacted]'s end as a REFUND from Payza they will not release the money as there was not a purchase to match this Refund which falls under [redacted]'s guidelines a Refund must match the card used... Well since there was no purchase it was a transfer of money from my own personal Payza account to my [redacted] account they are holding the money.. [redacted] is telling me that they cannot just return the money without Payza asking for it back or receiving an amendment letter from Payza to accept the money back (way to involved and over my head at this point) After 30 attempts of typing for help to there chat room and tickets they will not help with getting me my money. They do n to have a live support and am being told its on [redacted]'s end to decline the money and that since they transferred it out they have no control... which is complete ** I am now getting no response from Payza and am at a complete standstill getting my $490 back that is legally mine. That I had in my Payza account and asked for it to be sent to [redacted] when I told them they needed to revise the way it was sent I was told they could not do it. They are the worst company to deal with no one will speak with you to help resolve this issue they are holding my money hostage by not doing what is required and they keep putting it back on my [redacted] company whom I have had there security department try to help to know avail as they have no LIVE Support at Payza I need my Money as I have ** and this money was sent so that I could get my Medicine... This will be the last time I use this Payza Account they are absolutely [redacted]..Desired Settlement: Refund

Business

Response:

Hi [redacted], My name is Alexander and I'm contacting you on behalf of Payzas' Customer Satisfaction department.Firstly, allow me to apologize for the inconvenience you may have experienced for this situation. As an online payment processor, Payza employs various financial institutions to execute your requests. Your request for a credit card withdrawal was processed in the same manner as the thousands of other transactions we process on a daily basis and the fact that your issuer is holding the funds is confirmation that these funds were in fact received by your issuer.We advise our members to contact their institutions before engaging in any type of transaction to ensure that such transactions are admissible according to their banks policies. Failing to do so does not make us liable for any issues with your financial institutions.Also, due to the fact that transactions are done through third party institutions, we are limited in our abilities as regards to transactions. Our agreements with them prevent us from retracting a transaction once completed.If your issuer refuses to apply the funds, they have the option of declining a transaction so long as it has not been applied to your balance, as has had to be done for members whose issuers do not accept these transactions. If they refuse to do so, then unfortunately the funds will remain on hold with them until the permitted time frame for such holds has elapsed and the funds are automatically returned to us, at which point you may contact us with proof of the return so that the funds can be reapplied to your Payza account.While we'd like to assist you further, as explained above, due to the fact that the issue does not reside with Payza, but rather your issuer, we strongly urge you to pursue a resolution with them. Our agreements with our partners forbid retractions of such transactions. We hope you achieve your desired outcome and wish you the best in your future endeavors.Warm regards,AlexanderPayza.com

Review: I have about $1200 with Payza now. I requested a $600 bank transfer and then a few $100 transfers. The $600 was "Completed" over 2 weeks ago. Emails go unanswered , they hang up on you, and their contact website disconnected me. There are no problems with my side. In fact - 8 days ago I called and they said it would be 1 or 2 more business days and we are now on day 6. They are also asking for yet another bank statement even though they confirmed receiving 2 already. I just want MY money and that's it. There are also many others that this is hapening to.Desired Settlement: I just want MY money sent to my bank as they have promised many times.

Business

Response:

Hello [redacted],

Thank you for contacting us in relation to your transaction. I'm writing you on behalf of Payzas Customer Satisfaction team.

We note that your case is already being tended to by one of our agents. In this case, we'll summarize recent matters and disclose what we anticipate will occur shortly.

Previously, your funds were on hold with our banking partner, waiting to be processed. At that point there wasn't much that we could do unless they declined your transaction or it was processed successfully, in which case the funds would be released to you.

The partner would seem to have declined all three withdrawals on the same grounds as your previous transaction. This caused the funds to be returned to your Payza account. Normally, our partners would exact a fee of $25 USD for each reversed transaction, but we elected to absorb this fee as a courtesy for your hardships.

As suggested by our agent, you've since initiated a withdrawal by an alternate method, which we anticipate will be resolved shortly, much like the previous one. Although it is dependent upon external consultants, we are pushing to have this transaction expedited.

You will receive a notification once this transaction has been processed and batched out to your venue of choice.

We regret any inconvenience or hindrance you may have suffered at our banking partners inabilities. We are currently re-evaluating certain business relationships in order to allow more reliable services in the future.

If you have any other questions, our agents will be glad to assist you.

Warm regards,

The Payza Team

Review: I opened up an account with Payza on 8/**/2015 so that I could get paid since it is a payment processor. Everything was going smoothly until 8/**/2015 when I tried to login to my account so that I could transfer some funds from Payza to my bank account, it stated that my account was restricted and it didn't provide any explanation as to why. It said that I had to contact customer support via a ticket, which I did on 2 occasions. One on 8/**/2015 (Ticket #[redacted]) and on 8/**/2015(Ticket # [redacted]). I also provided them with an ID, a [redacted] bill, and an [redacted] bill so that they could verify my identity. They also had a copy of my Bank Statement which they had approved. But today 9/*/2015 they sent me an email saying that they were going to sever their business with me because they state that I am a high risk. I still have funds in that Payza account. I don't understand where I was a high risk? They have not given me an explanation of any sort.Desired Settlement: I want to know why am I a high risk and why I didn't get a chance to a resolution. And if they are going to keep my account closed at least return any funds that are in it which belong to me.

Consumer

Response:

At this time, I have not been contacted by Payza regarding complaint ID [redacted].Sincerely,[redacted]

Review: I have been able to log into my Payza account, but receive the message "Account Status Temporary Hold".

Payza has no customer service/support by phone, only off-shore chat which cannot answer any questions (such as "Why is my account on hold?" Payza DOES have an archaic ticketing system to register questions, but to do so, you must use same email address that you log into Payza with, then they supposedly reply to that email address. To log-in to Payza, you use an email address. This particular email address simply no longer exists, so I never receive any replies. I was told, in one generic email, to send proof of identity, to which I sent my Driver's License with photo. They requested answers to my "secret questions" to which I replied correctly. They required verification of my bank account number, which I provided. My account remains on hold, while I continually submit tickets and try to chat to english-speaking-challenged people on chat. I also have $5900+USD in my Payza account, which I believe may be causing their slow reaction time.Desired Settlement: Correct my contact address so I may receive communications to an email address that actually exists, and explain why there is a note saying "Contact Department of Justice" next to my $5900 that is in my account

Business

Response:

Hi [redacted],My name is Alexander and I'm contacting you on behalf of Payzas' Customer Satisfaction department.Unfortunately, due to the sensitive and in-depth nature of your accounts' status and the public nature of the Revdex.com, we will not be able to discuss this issue through this forum. We can advise you to continue consulting with our security team since we note that you have ongoing contact with them. You had mentioned that you were seeking information as to contacting our legal department, the best way we can advise you to do so, as well as to obtain any information regarding to other forms of contact appropriate to your circumstances, please write us at the following email address explaining your inquiry:[redacted]Otherwise, as regards the funds on hold in your account, it was explained in previous contacts that these funds were seized by the US department of justice due to some issues an unaffiliated partner of ours was experiencing at the time. Consequently, all of their assets have been frozen and the only way for the rightful owners (you and all other US members affected by this issue to collect their funds, is through the USDoJ. In order to remain compliant with the DoJ and yet remain transparent with our members, we were forced to relinquish the funds that were processed through this partner, yet we still display in a separate section on members' balances the amount that is being held by the DoJ.If the DoJ is not replying to your emails just yet, we do note that they are dealing with these cases on an individual basis and that it may take some time for them to resolve each and every one. Unfortunately, as you might imagine, we have no authority over their operations and as such we cannot provide a time frame as to when your case will be handled. The only thing we can advise is to keep in contact with them in hopes that they will resolve the matter shortly.I hope this offers some clarification to your queries.Warm regards,AlexanderPayza.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

On 6/**/2014, an Adjustment - Debit was performed on my Payza acount, reference # [redacted]. This Adjustment - Debit removed $5,927.16 USD from my account, leaving a -0- balance. This wasdone without my consent, without my knowledge, and was not due to any action, inaction, request, or fault of mine.Payza has explained that the United States Department of Justice has seized these funds (reasons unclear) and that I should contact the Department of justice to have my funds returned.As Payza is currently in operation as an ongoing concern (I still have an account with them), legally, the responsibility for these funds, as well as the return of these funds to me falls on Payza. While in the care, custody, and control of my funds, Payza "lost" my $5,900+, due to no fault, action, or inaction of mine. The reasons for this loss of my money may be interesting, but are of no legal meaning to me as an individual.Payza is responsible for the return of my funds, and I wish for my funds to be returned now.---------------------------------------------------------------------As a side note: when Payza was advised of my concerns directed to the Revdex.com, I received notification that "...we kindly ask that you review our User Agreement at [redacted] andremove any official complaints from 3rd party websites. If you are found to be in breach of this legal contract certain penalties may be applied...." This refers to section 7.2 Activities NotAllowed the following is stipulated:"Any defamatory, trade libelous, unlawfully threatening or harassing statements or information. Furthermore, anything that causes us to lose or become liable for, in whole or in part, the services of our sponsoringbanks, Internet Service Providers or other suppliers is not allowed. If you use or attempt to use the Service for purposes other than sending and receiving payments and managing your account, includingbut not limited to tampering, hacking, modifying or otherwise corrupting the security or functionality of the Service, your account will be terminated and you will be subject to damages and otherpenalties, including criminal prosecution if necessary."Counsel has reviewed this communication and found it to be in his opinion factual, and not in breach of any user agreement

Sincerely,