• Report: #1018633
Complaint Review:


  • Submitted: Fri, February 22, 2013
  • Updated: Fri, February 22, 2013

  • Reported By: We Pay Live Chat — Del Mar California United States of America
380 Portage Ave Palo Alto, CA 94306 Palo Alto, California United States of America

WePay.com We Pay Cancelled a TON of Customer Payments Without Warning Palo Alto, California

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This is my live chat experience with WePay.com.  I had a verfieid account with no problems for several months.  One day I logged in to find over $300 worth of orders (that had already been esnt out), had been RETURNED to the customers without any notice from me.  My account was at just $50 dollars and all my other money was missing.  I wrote in to ask what happened, and will let you decide for yourself if this is the kind of company that should handle your money. 

My replies are in bold.  I have removed by business email below so this cannot be misconstrued as advertising my business.


01:39 | I need help
01:40 | hi there
01:40 | the other day, i had a number of sales that had come through
01:40 | okay!
01:41 | those sales completely disappeared
01:41 | & i had no warning
01:42 | so my sales disappeared, & I contacted alex, who said they
needed to verify my account, even though I already had verified it, and
had gotten an email saying I had

01:42 | may i have your email?
01:42 | ====removed=====
01:43 | thanks!
01:43 | okay i see here that we were unable to verify your infroamtion
01:43 | so ufortunatley we won't be able to process payments for you
01:43 | what information is needed still?
01:43 | and why do I not get notified until AFTER the fact?
01:44 | I have to contact you to find out my money has disappeared?!

01:44 | i'm so sorry, it's procesed through our review team
01:44 | all i can see is that the transactions have failed and we will not be processing your payments
01:44 | But why?
01:44 | I've lost over $300 already
01:44 | why on earth would you not tell someone about this?
01:45 | hello?

01:46 | still here
01:46 | i'm very sorry but we are not going to process your payments
01:46 | well i hear what you are saying but I do not know WHY.
01:47 | and I also would like to know why I was not informed up front.
01:47 | why I have to go through the process of logging in, seeing no money, & contacting We Pay

01:47 | i'll pass your feedback along in terms of the notification
01:47 | and all i can see here is that our review team could not verify some information provided about your account
01:47 | i'm not privy to which informaiton i apologize
01:47 | well why wouldn't they just ASK me instead of shutting it down?
01:48 | you should have received an email to the effect that we could not verify your account
01:48 | I did not receive such an email.
01:49 | how do I at least get the $50 out of this ridiculous account

01:49 | it looks like those funds will be available to you in March support@ecustcare.com
01:49 | WHAT???????!!!!!!!!!!!!!!!
01:50 | it's already cleared & done with!!!!
01:50 | It's $50
01:50 | I lost over $300 using WePay
01:50 | this is insane!

01:50 | please help me Emma
01:51 | i'm very sorry but your funds will be available in March support@ecustcare.com
01:51 | WHY
01:52 | We Pay is not a bank. You cannot just hold funds for no reason Emma

01:52 | i'm very sorry but we can't verify some information so we will hold onto the funs in a reserve
01:53 | This is easy. Tell me what information you need to verify. Then send me my lousy $50. I know WePay cannot legally hold on to this money.
01:54 | i'm sorry i cannot take this infromation via chat
01:54 | youre more than welcome to call in
01:54 | 855-469-3729

If you have feedback about our tools or merchants or anything else, wed love to hear that too! Let us know by emailing feedback@wepay.com.Thanks for your feedback! And thank you for being a part of our effort to build a different kind of payments company.

Sophie Monroe
Director of Customer Support


My phone call with them went the same way.  No answers, just run around & pushing my questions away.  I still don't have my lousy $50 (since it's not the arbitrary day they decided will be in March.)  And I have a bunch of customers with my product, but no payment.  Thanks for your help & great service WePay!  Not!

This report was posted on Ripoff Report on 02/22/2013 11:39 AM and is a permanent record located here: http://www.ripoffreport.com/reports/wepaycom/palo-alto-california-94306/wepaycom-we-pay-cancelled-a-ton-of-customer-payments-without-warning-palo-alto-califor-1018633. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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