ComplaintsforPaymentwall, Inc.

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Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 29, someone without my permission fraudulently created an ExpressVPN account with my email address and used it to purchase a $99.95 subscription. I immediately reached out to ExpressVPN to request they cancel the transaction (ticket #********). By the end of the day, their billing department cancelled the transaction and processed a refund. I then immediately responded on the ticket and requested that they permanently delete the account and ALL of my information from their system. There was no response for a couple days so I reached out to ExpressVPN customer service on May 2 and requested the account deletion (ticket #********). The representative had me confirm over email that I requested the deletion request and processed it. I thought everything was okay until I received a response today, May 13, from my comment on the billing departments ticket from April 30 (ticket #********).Hello, We have flagged the account to make sure all information linked to it will never be used to make a purchase rather than having the information deleted. Thank you.Regards,Gem ExpressVPN Billing TeamI am extremely angry and quite frankly feel extremely violated. Express VPN has not honored my deletion request and will not remove my personal information from their system, regardless of the multiple times that I have requested my information be permanently deleted.That is why Im filing this BBB complaint. I not only want my personal information permanently deleted from their system, but I want an express apology for the way that this situation has been handled. It should not take two weeks to process a deletion request. Let alone be told theyre not processing the deletion because theyre just gonna mark the account. That is complete nonsense. It is my personal information. MINE! And it was provided to them fraudulently. They have no right to hold onto my personal information. NO RIGHT!
Business response
05/15/2024
Hi *****,
We understand that you are requesting the deletion of your Express VPN account. We were unable to locate any Paymentwall account information using your email address. To assist you further, we have reached out to you via ticket inquiry P-9251801.
Customer response
05/15/2024
Better Business Bureau:

Regarding complaint ID ********, I was able to get my account deleted with ExpressVPN and find that this resolution is satisfactory to me. I attached a copy of the confirmation of this account deletion to the ticket.

Sincerely,

***************************
Initial Complaint
04/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My account was hacked and someone used my credit card to make a charge on my account on my debit card that starts with 4490 6 and I want to cancel it and get a refund. I have no clue what the email address is.
Business response
05/01/2024
Hi Will,
We understand that your account was hacked. Could you give us more information about the transaction that you were referring to? We were still unable to locate your payment account and would not be able to take action at this time. You may respond to our email with the required information via ticket P-*******.
Initial Complaint
04/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I want to cancel my account and get a refund.
Business response
04/28/2024
Hi Will,
We understand your concern. However, we were unable to locate your account information using the details provided in this complaint. We have reached out to you via inquiry P-*******. You may directly respond to the ticket inquiry so we can further assist you.
Initial Complaint
04/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid for a year of Express VPN, So it started to not work i went with another company. When i chatted online to someone at Express vpn site, they told me they would cancel my subscription, but cannot refund the months i have not used that i prepaid for. If this aint the classic theft scenario. I'm just looking for a refund of the months i have not used but paid for. Further more, i will wait for your response before filling with the attorney generals office which told me to contact you to see if we can get this worked out before getting them involved. Thank you.
Business response
04/11/2024
Hi *****,
We were unable to locate any account or inquiry related to your email address *********************. Our team contacted you via ticket P-*******, requesting more information to locate your account and help you with your concern.
Customer response
04/12/2024

Complaint: 21556954

Express VPN is under ******************************
Business response
04/13/2024
Hi *****,
We have received your information and your response to us via ticket P-*******. Note that we were unable to locate any transactions related to your email address and the card details that you provided. It would be best to send us a screenshot of your payment receipt showing your order ID that starts with 'w' (w123456789).
Customer response
04/19/2024

Complaint: 21556954

I am rejecting this response because:
I am working with Express VPN, for a refund, once i get the refund i will consider this matter closed.

***********************
Initial Complaint
01/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Description of complaint:hi there i need help with this matter... i try to buy goods as usual and it kept coming up with error msg i contacted paymentwall they keep telling me all is fine try new cards i order new bank cards several times and nothing worked then i rang my bank up they told me all is fine my bank card working and asked me to try buy something i tried and didnt work and was advised to contact payment wall with this issue so i did again and again and each time they kept ******* me about telling me try new cards etc and i got another card from bank still same problem and when i try on my brothers account my card worked fine nothing wrong there and i tried my families cards same not working and i kept emailing them and they kept telling me same c*** then they asked me to send my ids and copy i did all as they asked they messed me about for several weeks they kept saying all is fine and try new cards for no reason then they said my account has restriction and been lifted and try again to buy and i did and not work i sent them ss and they replied try again and send ss.... these clowns keep doing this to me and i am ************* from them i have done everything they asked and yet again i have same problem . pls get to them bottom of this and be aware my cards are fine they work on my brothers account i even tried my famlies bank cards on my id nothingn works .
Business response
01/14/2024
Hi ********,

The restriction on your account has already been lifted as you submitted the required documents through ticket R-*******. Also, we can see that you were able to make purchases now. Your previous transactions were declined due to suspected fraud. It was caused by using multiple cards.

To set your expectations, you may come across the same verification process in the future when you try to use another payment system that is not verified.
Initial Complaint
01/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
hi there i need help with this matter... i try to buy goods as usual and it kept coming up with error msg i contacted paymentwall they keep telling me all is fine try new cards i order new bank cards several times and nothing worked then i rang my bank up they told me all is fine my bank card working and asked me to try buy something i tried and didnt work and was advised to contact payment wall with this issue so i did again and again and each time they kept ******* me about telling me try new cards etc and i got another card from bank still same problem and when i try on my brothers account my card worked fine nothing wrong there and i tried my families cards same not working and i kept emailing them and they kept telling me same c*** then they asked me to send my ids and copy of card which i did and again they email me saying now i can buy restriction been lifted... they could have said my account has restriction rather lying and messing me about for 2 weeks and now again they asked me to buy all is fine i tried again and same problem i sent ss to them then they email me again asking me try to buy and send ss if not work hmmm i sent them and they ask me to try again and again and send ss.. i have done everything they asked send selfies ids id next to my face and take pic etc i did all and at end i am getting ****** about from these idiots and i am ************* i told them i will let BBB deal with this as they keep messing me about and BBB always helped with companies such as paymentwall. Please can you get to the bottom of this bare in mind no matter what card i try i get same problem and they keep lying to me non stop.
Business response
01/14/2024
Hi ********,

This is a duplicate complaint to ID ********. As we mentioned in the initial complaint, the restriction on your account has been lifted as you're able to submit the needed documents through ticket R-*******. We can see that you already have successful payments. Your previous transactions were declined due to suspected fraud. It was caused by using multiple cards.

To set your expectations, you may come across the same verification process in the future when you try to use another payment system that is not verified.
Customer response
01/29/2024
They finally fixed the problem soon as your department emailed them as from before they would keep messing me about and would keep on lying to me. Thank you for all the help as always I can trust BBB to get the result I want.
Initial Complaint
11/23/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Recently Paypal initiated a chargeback on my account without my permission due to an attempted theft of my account.As a result ********************** locked me out of my ability to use their services in BlackDesertOnline, I cancelled the chargeback and closed the case with paypal within 12 hours of the incident occurring.Understandably paymentwall wanted proof of the cases being closed, I provided the proof of this over a week ago and have yet to even receive an email back confirming they received this information .Payment wall is notorious for providing extremely slow and unreliable service to people forced to use them.Transaction Number: w320685630
Business response
11/26/2023
Hi ****,

Your account is currently on hold as you filed a chargeback on your payments to ************************************* with transaction numbers w320673286 and w320685630. You claimed that they were unauthorized.

On 18-Nov-2023 you contacted us regarding the restriction on your account. Same day you were informed to settle your dispute with PayPal. You were only able to provide proof of cancellation on 23-Nov-2023.

Check your ticket #******* to see the required documents you need to submit to verify your account. Continue your communication with us through your ticket so we can help you resolve this concern.
Customer response
11/26/2023

Complaint: 20910511

I am rejecting this response because: The information provided by Payment wall is incorrect.

On the 18th of November 2023 I sent in the required documents.
I attempted to follow up with the same ticket every day after to confirm if the documents provided were sufficient.
Payment wall neglected to contact me about any further information about my case until 2 Tickets were opened and a complaint was filed with BBB.
The last response I received from PaymentWall was after the complaint was filed with BBB and now they are asking for further information from me that has nothing to do with the original complaint.

A Personal ID does not assist in proving an accidental chargeback was closed.

Sincerely,

***********************
Business response
11/28/2023
Hi ****,

Your submitted documents have been verified. You may now start making payments using your PayPal under **********************
Initial Complaint
11/09/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 11/7/**** I noticed on my bank account that $12.95 had been withdrawn by Paypal to pay VPN. Upon further investigation I found that they had withdrawn 4 payments altogether from July **** to the present. I had never heard of VPN before this and know that I never authorized these payments. I contacted the company and advised them of situation. They agreed to a full refund. Today I was notified that a refund of $12.95 had been made. I was promised the whole amount. I'm reporting this because I know that I was defrauded. I had never heard of this company before this date and this is not anything that I would have purchased. I am requesting assistance in getting my full refund. I know this doesn't seem like a large amount but it is to me. It's upsetting to know that they've been taking my money that I never authorized, too. Thank you for your assistance in this matter.
Business response
11/10/2023
Hi ******,

There were no inquiries sent to us using the email address ************************ Our team contacted you through ticket ID ********* so you can provide more details to find the unauthorized charge and help you with your request.
Initial Complaint
10/20/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I opened an account with expressvpn three years ago. First, I turned off recurring payment off months ago and was shocked to receive an email today that told me that recurring yearly subscription will automatically renew in a month. This is bordering on fraud. Second, I was shocked to discover that there is no option on their website to delete the credit card on file nor to close my account and to delete my info. THERE IS NOT EVEN A PLACE TO CONTACT CUSTOMER SERVICE TO CANCEL THE ACCOUNT NOR A PHONE NUMBER TO CALL. This is suspicious and sleazy behavior for a business and is inexcusable. I want PaymentWall to delete my account and all my personal information entirely. I would also like PaymentWall to offer separate options, like a legitimate business should, on the expressvpn website for the user to delete credit card information and also the account on file.
Business response
10/21/2023
Hi Yiliu,

For any concerns about Express VPN, contact them at *********************** We only process payments for their website.

You do not have a Paymentwall account. Continue your communication with us through ticket P-******* to find your transaction and help you with your request.
Initial Complaint
10/09/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I opened an account with ********************** three years ago. First, I turned off recurring payment off months ago and was shocked to receive an email today that told me that recurring yearly subscription will automatically renew in a month. This is bordering on fraud.Second, I was shocked to discover that there is no option on their website to delete the credit card on file nor to close my account and to delete my info. This is HIGHLY suspicious and sleazy behavior for a business and is inexcusable. I want PaymentWall to delete my account and all my personal information entirely. I would also like PaymentWall to offer separate options, like a legitimate business should, on the expressvpn website for the user to delete credit card information and also the account on file.
Business response
10/09/2023
Hi *****,

There were no inquiries sent to us using the email address ************************* Also, you do not have a Paymentwall account.

Our team contacted you through ticket ID ********* so you can provide more details to find your account and help you with your request.

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