Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/09/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold tickets on Tick Pick. For transactions the company uses REMOVED. I did not know about this third party. I then attempted to activate an account via hyper wallet but I have not received any emails from hyper wallet to create the account. I contacted Tick Pick about the issue and they had sent an email to create the hyper wallet account. After multiple attempts, I have not been able to create an account. I still have not gotten paid from Tick Pick.

• Initial Complaint

  Date:09/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A payment for a canceled flight came through the Hyperwallet system who took not one but two 'fees'of 15 dollars because they claim my banking information was entered incorrectly. There was no transactional warning. I have no evidence that the information was entered incorrectly, and in one case, it was entered while on the phone with a hyperwallet agent.I had no choice but to use hyperwallet (this service was REMOVEDchoice) and feel that these 'fees' are egregious and arbitrary.

  Business Response

  Date: 18/07/2025

  Dear REMOVED, 
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always, you can reach us by visiting our Contact page on the Hyperwallet website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  Hyperwallet

• Initial Complaint

  Date:08/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had I payment of $500 on a card that wasn't used anywhere and $344 were stolen and spend in REMOVED. I didn't noticed right away because I was waiting to complete the job to withdraw all the money, When I realized thet the money was gone I contacted them and file all the necessary paperwork, Waited for the 60 days they said it will take to get the money back but nobody even email me back, Numerous calls and not a clear answer, 5 months later they informed me the denied my claim becasue I didn't file the claim on timely manner. This company is penalizing me for their weak security, someone was able to transfer money from a card the was never used and they are not taking responsibility. If you have money there or are using them as a payment processor be aware your money is not secure.

  Business Response

  Date: 14/07/2025

  Dear REMOVED, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Hyperwallet website.
  
  Sincerely,
  
  Hyperwallet
  
  

  Customer Answer

  Date: 16/07/2025

   
  Complaint: 23569319
  
  I am rejecting this response because: your institutions should keep the customer money secure otherwise we will be better of putting the money under the mattress, you said " We take security very seriously and are continuously working to enhance our systems to prevent unauthorized transactions" if the is the case why you didn't alerted me the same way I get and alert when the money is deposited on the account? in the meantime the I have to pay for your lack of security.  I have fraud committed on credit cards and the other banks take precautions right away because they are actually responsible and secure.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 18/07/2025

  Dear REMOVED, 
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always, you can reach us by visiting our Contact page on the Hyperwallet website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  Hyperwallet

  Customer Answer

  Date: 22/07/2025

   
  Complaint: 23569319
  
  I am rejecting this response because: Same reason as before. You failed to  protect the money 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 29/07/2025

  Dear REMOVED, 
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always, you can reach us by visiting our Contact page on the Hyperwallet website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  Hyperwallet

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 23569319
  
  I am rejecting this response because: I will never agree with their response.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:30/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this formal complaint regarding a payment issue that has caused significant financial distress and inconvenience.On June 26, 2024, I sold an item on the REMOVEDplatform and received a payout of $2,220 via Hyperwallet (HW). Unfortunately, the bank account linked to my REMOVEDaccount had been deactivated at the time the payment was initiated. As a result, the funds were returned to REMOVEDon June 27, REMOVEDbank, REMOVED, confirmed that the transaction was returned due to the account being closed. In addition, REMOVEDissued a final response confirming that the funds were returned to REMOVEDand provided the following return trace number:Trace Number: REMOVEDI have communicated over 100 times with Poizon, and in every instance, they stated that REMOVEDclaimed the payment was never returned. To resolve the issue, I filed formal complaints with my bank and the Financial Ombudsman Authorities. Following their investigation, both REMOVEDand the Ombudsman confirmed that the funds were indeed returned to HW.Based on this confirmation, I asked REMOVEDto initiate direct communication with HW. On January 26, REMOVEDsupport agent REMOVEDcontacted REMOVEDand requested the transaction be recalled. Since then, I have consistently followed up, but REMOVEDhas informed me that REMOVEDhas not responded to any of the requests.I am now reaching out to REMOVEDdirectly to request your urgent assistance. Despite waiting several months, the matter remains unresolved. I am attaching relevant documentation, including:The final response from REMOVEDThe return trace number: REMOVEDThe REMOVEDDepartments investigation findings I kindly request that HW use the provided trace number to locate the returned funds and assist in ensuring that REMOVEDcan reissue the payout of $2,220.I am facing significant financial hardship as a result of this delay and would greatly appreciate your immediate attention and resolution of this matter.

  Customer Answer

  Date: 30/06/2025

  +REMOVED

  Business Response

  Date: 09/07/2025

  Dear REMOVED,  
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most. 
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the REMOVEDwebsite. 
  
  Sincerely, 
  
  PayPal 

  Customer Answer

  Date: 09/07/2025

   
  Complaint: 23533802
  
  I am rejecting this response because:

  I am writing to demand immediate action regarding the tracing of $2,220.00 in funds that were disbursed from your system to my bank account (ending in XX69) and subsequently returned to the REMOVEDInstitution (REMOVED). In your letter dated July 9, 2025, you confirmed that the transaction was successfully completed in your system and that the funds should be with my bank. You also provided trace number: 02100103-7241110. (Please check the attachment carefully) 
  
  
  Following your guidance, I contacted REMOVED& Trust, a former partner of Wise (the issuer of my deactivated account). REMOVED& Trust conducted an investigation into this matter. Their findings confirm that a deposit of $2,220.00 was sent via ACH to my account ending in "8269". Crucially, Evolve's records explicitly state that this deposit was automatically returned to the REMOVEDon or about June 28, 2024.
  
  
  The trace number provided by REMOVED& Trust for these returned funds is: REMOVED.
  This document unequivocally proves that the funds were not lost but were returned to your institution, as you are the REMOVED. Given this concrete evidence, I find the repeated conflicting information and lack of resolution utterly unacceptable and deeply frustrating.
  
  
  
  
  As undeniable proof, I have attached a screenshot from the REMOVED& Trust document, which clearly illustrates both the initial "Received" transaction and the subsequent "Returned" transaction.
  
  
   * Under the "Received" section: You can see an entry on 6/27/25 for $2,220.00 to account number REMOVED, with a Trace Number including "REMOVED" corresponding to the trace number you provided in your letter. This confirms the initial attempt to send funds to my Wise account. The addenda records clearly show "HYPERWALLET SYSTEMS, REMOVEDas the originator, and "REMOVED" as the payee, along with the amount.
  
  
   * Under the "Returned" section (circled in the attachment): This section shows a corresponding entry with the amount of $2,220.00 and a Trace Number of "REMOVED". This visually confirms that the funds were indeed returned, as stated by REMOVED& Trust. The addenda record again clearly indicates "HYPERWALLET SYSTEMS, REMOVEDas the originator.
  
  
  This visual evidence, combined with REMOVED& Trust's written statement, unequivocally proves that the funds were not lost but were returned to your institution, as you are the REMOVED. Given this concrete evidence, I find the repeated conflicting information and lack of resolution utterly unacceptable and deeply frustrating.
  
  
  
  
  I demand that you immediately utilize the trace number provided by REMOVED& Trust (REMOVED) to locate and confirm the receipt of these returned funds within your system. I expect a clear explanation of the current status of these funds and the precise steps you are taking to return them to me without further delay.
  
  
  This matter is urgent, and I expect it to be treated with the highest priority. I anticipate a prompt and effective resolution. Failure to provide such a resolution will leave me no option but to pursue further avenues to recover my funds.
  Sincerely,

  
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:17/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the only reason i have to deal with Hyperwallet is because REMOVEDAirlines uses them to payout baggage claims. I would never use this company for anything as they really do not care about their clients. On March 18th REMOVEDairlines issued me a payment of 157$ via Hyperwallet for a damaged bag claim. I have yet to receive the payment.I have opened numerous tickets with them and their management team. It is currently June 17th. I was asked to verify my ID on April 30th to which I did send a picture of my drivers license. Called again two weeks later to speak with a manager and they assured me that they would fix this issue. they didn't.called again a couple of days later and spoke to a manager and they stated they would call me the next day and they didn't

  Business Response

  Date: 24/06/2024

  June 24, 2024
  
  RE:Better Business Bureau Complaint No: 21860702
  
  Dear REMOVED,
  
  I am writing on behalf of HSI REMOVED(Hyperwallet) in response to your complaint (Complaint) to the Better Business Bureau. Please see below for further details on the Complaint and our response.
  
  By way of background, Hyperwallet markets a payment disbursement product to corporate clients, such as REMOVEDAirlines (Merchant), as a means of paying their independent contractors, clinical trial participants, distributors, and vendors. Services provided to our customers include money transfer services,technology services, and customer support services. Money transfer services include disbursement of funds via prepaid debit card through partnerships we have established with card-issuing banks.
  
  Your Complaint stated a payment was sent to you by the Merchant but you have not received it.You requested the payment be placed into your Hyperwallet account. I regret the frustration and difficulty you experienced with the missing payment on your Hyperwallet account. I understand how being told you received a payment and not seeing it on your Hyperwallet account would be a cause for concern and I appreciate you bringing it to our attention.
  
  Response
  On March 18, 2024, you created a Hyperwallet account ("Account") at which time you agreed to Hyperwallet's User Agreement. On that same date, you provided your bank account (Bank Account) information to Hyperwallet to be used for eligible withdrawals.
  
  On March 18, 2024, you received a payment in the amount of $157.50 CAD (Deposit) from the Merchant. On that same day, you transferred $157.50 CAD (Transfer) to your Bank Account.
  
  Upon the receipt of your Complaint,a further review of your Account was completed. As a result of this review, we see that the Deposit was received into your Account and the Transfer completed to your Bank Account.
  
  Additionally, we see that your Account is currently in Pre-Activation status, which may affect some Account features. To further assist you, I have resent the activation email to you so you can complete this step.
  
  I recommend logging into your Account and reviewing your transactions and you can verify the information described above.
  
  I am glad I could provide clarity to the status of your Account, including the Deposit and Transfer, and I regret any inconvenience this situation may have caused you.
  
  Explanation of Closure
  Hyperwallet's actions in this matter were taken in good faith and in accordance with the User Agreement and online REMOVEDarticles when processing the Deposit and Transfer on your Account as described above.
  
  We offer our sincerest apologies for any difficulties you may have encountered while using our services. Should you experience any future difficulties with our services, please feel free to contact Hyperwallet REMOVEDat REMOVED
  or REMOVEDof REMOVEDCustomer Complaints & Advocacy at REMOVEDif you have any questions or concerns or if we can be of further assistance.
  
  Respectfully,
  
  REMOVED
  REMOVEDCustomer Complaints & Advocacy
  REMOVEDInc. (on behalf of HSI REMOVED, a wholly owned subsidiary of REMOVED