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:08/07/2024

  Type:Product 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.

  My husband was contacted by mail on June 18, 2024 by the company InDebted stating a debt was owed to Trustly, a creditor of online gambling site FanDuel. This was extremely confusing to him and me since neither of us have ever used that site nor did we have any awareness of it. We immediately thought there had been a mistaken mix-up with someone else's identity. When my husband called Trustly to learn more, the representative told him the debt actually had to do with his wife (me!) and they could not disclose any additional details to him over the phone. I would instead have to call to learn what I had "done" and how much money I owed. I later called Trustly myself and spoke to Client Support Specialist "*****" and explained what little I knew. He went looking for my record, and explained he could not locate anything related to debts owed for me OR for my husband. I then received an email from ***** confirming that the communication was in error and that they would handle getting that taken care of. I thought the issue was resolved, until both of us received a follow-up email from "*********" Client Support Advisor on July 16, 2024 stating more information was being sought from us, including pictures of the letters and envelopes that had been sent to us. By July 23rd, we were emailed once again from Trustly and told that the debt did belong to ****, and that we needed to pay it off. My husband had since been in touch with *******, who confirmed NO ACCOUNT HAD EVER BEEN CREATED WITH THEIR PLATFORM and no such debt existed with their business.We are led to believe this is one giant scam and I'm unsure who to blame. Trustly? InDebted? Fraudulent players feeding on the fear of people they're trying to steal from? After showing them the FanDuel letter about no account, **********************/InDebted have not been in touch with us...as though they have been caught. PLEASE HELP US RESOLVE WHATEVER IS HAPPENING HERE.

  Business Response

  Date: 08/20/2024

  Our team reached out to ***** on 8/20/2024 through our internal email system to apologize for not responding in a timely manner to her husbands recent interaction with our team, and to provide more details about the debt. In order to assist ***** and **** quickly and provide a resolution, we have agreed to waive the one outstanding transaction as a one-time gesture. We apologized for the inconvenience and encouraged them to reach back out if they had anymore questions.

• Initial Complaint

  Date:08/05/2024

  Type:Product 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.

  Do not use this company ever. This company is a scam and has fraudulent practices. I do not bank with Trustly. The only reason I learned about the company was because they are a third-party banking system of another company. They are trying to charge me $360 for NSF, claiming the funds were not in my account when they tried to collect, But, their claim is false and the funds were in the account. They stated they would give me a refund for 13 of the 14 NSF fees they were trying to extort from me. But I want a full refund since this is FRAUD.

  Business Response

  Date: 08/06/2024

  While we understand this consumer feels the actions taken by our team were "fraudulent", after reviewing their interactions with Trustly Support, it appears that our team acted within our policies and attempted, in good faith, to resolve the consumer's concerns.
  
  When the consumer reached out to us on August 2nd, 2024, they confirmed they had used our payment processor service via an online merchant account previously.
  
  We then explained to the consumer via the chat function on our website, that while the transactions they initiated had been added to their merchant account right away, it can take 1-3 business days to remove the funds from their bank account. When we later attempted to collect the funds from their bank as payment, following the agreed-upon terms established at the time of service, the consumer's bank reported there were insufficient funds. This triggered one NSF fee per transaction outstanding, as well as any NSF fees through their bank's agreement.
  
  Later that day we followed up with the consumer through email informing them that we would be able to refund 13 of the 14 fees that were charged to their account. Our policy is typically to refund 2 NSF fees in a 12-month period, but we were willing to make an exception. Since this interaction, the consumer has disputed the fees and there is again an outstanding balance of the agreed upon 1 fee to be that will be sent to our collections partner shortly.
  
  In conclusion, our team has found there was no fraud involved in this event. After our services were rendered and Trustly provided funds to this consumer's merchant account, their bank reported insufficient funds available which triggered an NSF fee for each transaction outstanding. We offered to refund all but 1 fee that we charged, which is more than our normal policy, and the consumer has since created a dispute causing an outstanding balance once again.
  
  If the consumer would like to avoid this fee being sent to our collections partner, we would be happy to discuss her repayment options.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22092445
  
  I am rejecting this response because: 

  
  1. The merchant who uses Trustly is not aware of services charges Trustly is charging their consumers. The *** fees are fraudulent because they were not clearly disclosed. I did not give Trustly the authorization to withdraw the funds from my bank account.  So if the merchant doesn't charge any fees what gives Trustly the right to charge fees? 

  
  2. After talking with my bank you keep stating the funds were not available even after the second attempt, which is completely inaccurate. This is why this has been disputed and my bank agreed. Trustly will need to prove their case on why these *** fees are legitimate. 

  3. I saved a copy of the chat with the customer service representative. The rep stated to me that I was being charged because Trustly advanced me the money in good faith. However, I was unaware of this transaction practice THAT GOES ON BEHIND THE SCENES.  I never asked for an advanced. Again, I understood the funds are being withdrawn from my OWN bank account. This is more reason why these fees are bogus because *** fees are charged when there are no funds. Exactly why this has been disputed with my bank. They can threaten collections but my bank has stated otherwise.

  Sincerely,
  
  *******************************

  Business Response

  Date: 08/08/2024

  While we appreciate and understand where you are coming from, as with most payment operations, Non-sufficient funds fees are a typical standard practice when a consumer is unable to pay for services rendered. Since financial institutions will charge for every instance that a processors system communicates with their own, if additional attempts outside of the original are created, an NSF fee is triggered to counteract that.When a consumer uses Trustly services, they agree to our terms of service before they can transfer money. Please see an example of what you agreed to below (screenshot from transaction records also attached):

   

  ----------------------------------------------------------
  Authorization of Payment & Status Inquiry
  

  By clicking "Continue,"
  
  I authorize Virginia Lottery and its payment service providers to:
  
  - Debit my bank account identified above for the amount of each payment from me that I initiate and confirm on the Virginia Lottery site or app, or that Virginia Lottery initiates pursuant to the Virginia Lottery terms of service or this authorization;
  - Credit my bank account identified above for the amount of each refund or disbursement to me that I initiate and confirm on the Virginia Lottery site or app, or that Virginia Lottery initiates pursuant to the Virginia Lottery terms of service or this authorization;
  - Correct any errors, if necessary; and to
  - Inquire about and receive the status of each payment I have authorized pursuant to this authorization, which status may be deemed credit information about me.
  
  I agree that:
  
  - For each payment from me, the amount will be debited from my bank account within 1-2 banking days of Virginia Lottery sending the request for processing. If the payment returns unpaid, it may be represented to my bank up to 2 times. I authorize Virginia Lottery and/or its service providers to collect the debt and my State's return item fee as set forth below, and any applicable costs, by debiting my bank account electronically.
  - For each payment to me, the amount will be credited to my bank account within 1-2 banking days of Virginia Lottery sending the request for processing.
  - This authorization will remain in full force and effect until I let Virginia Lottery customer service know that I wish to revoke it, by emailing its service providers at ************************************ I understand that Virginia Lottery and its payment service providers require five (5) bank days notice to cancel an authorization.
  - I understand that Virginia Lottery has expressly authorized its services providers to act as its agents to receive and process payments from or to me on its behalf.
  - Some banks may charge a fee to pay from a savings account.
  
  States' return item fees: ************************************************************
  
  **PLEASE PRINT A COPY OF THIS AUTHORIZATION FOR YOUR RECORDS.**
  **ALTERNATIVELY, SEND AN EMAIL TO *********************************** TO LEARN HOW YOU CAN OBTAIN A COPY.**
  ----------------------------------------------------------

   

  To allow consumers the ability to interact with their chosen merchant right away, funds are provided at the time of processing to then be removed from their bank account in the following 1-2 business days as listed in our terms of service. In this case, when we attempted to remove the funds within the 1-2 business days, your bank reported to us that there were insufficient funds in the account and sent us what is called an R01 Return Code. Since your bank is stating you had the funds at the time of representment, we are unsure why they reported these transactions as R01 to us. This information is out of our scope, and if you would like to discuss that further with them you are more than welcome to do so. We would be happy to have a more in-depth conversation with you and provide more specific dates and details so that you can discuss this further with your bank, but at this time we can only confirm that there is an outstanding amount for one of your fees. We will continue to honour our arrangement to waive 13 of 14 fees which is again above and beyond our normal refund policy and look forward to speaking to you further.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22092445
  
  I am rejecting this response because:

  I deserve a full refund of ALL 14 of the *** fees charged to my account. Please get in touch with my bank to validate my claim that the funds were indeed in my account. It doesnt take rocket science to find out your company is scamming others well, so my gripe with this company is not a one-off case. Youre telling me its not common for you to refund fees; it is just a script you tell everyone, and it is provided to you during training. I used to work for a bank myself. But this is precisely why your company has such poor reviews all over the web and on social media, IG, ***************** and Reddit, to name a few. The ************************************ is the next company I will reach out to about your scam and fraudulent practices, so please go ahead and issue me a full refund. That is precisely why companies like these are being cracked down on.

  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/28/2024

  Type:Billing 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.

  Trustly has attempted multiple times to take money out of my bank account which I do not owe. They claimed I owed a company money which wasn't true and when I've asked for them to confirm it, they haven't confirmed the charges. They then said I only owed interest amounts of a balance of $0. My bank account has now gotten to -$750 from all of the fees associated with them trying to take money out of the account.

  Business Response

  Date: 06/03/2024

  Hello ********,

  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.

  We have received a complaint from the Better Business Bureau on your behalf regarding an outstanding debt.

  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, I believe that you have been speaking to our collection partner, but we would be happy to talk to you about the debt and provide more details about the information surrounding it. I have also reached out to you via your email, and I hope that we can connect soon.
  
  If you agree, we would like to discuss the matter further with you to see if there are any opportunities for us to learn from this experience; as a payment processor, we feel there are always opportunities to grow. We would love the chance to explain how our services work and possibly provide you with more insight.
  
  If you are interested in having a conversation either via phone or by email, please let me know and I would be happy to arrange this. 
  
  I hope to hear from you soon,

  *********
  Client Support Advisor

• Initial Complaint

  Date:05/16/2024

  Type:Product 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.

  Company took $25 from my account for what I can only see as a ACH return fee. I do not use them for anything other than fan duel. I have tried to contact them to get my money back but there is no number and no way to contact

  Business Response

  Date: 05/28/2024

  Hello *****,
  
  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received the complaint from the Better Business Bureau on your behalf regarding transaction that was recently charged to your account.
  
  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, we have not been in touch at this time but we would be happy to discuss this matter with you. We have many ways of communication available including chat, having us call, or texting that you can request via our online form at *****************************************************.
  
  If you agree, we would like to discuss the matter further with you to see if there are any opportunities for us to learn from this experience; as a payment processor, we feel there are always opportunities to grow. We would love the chance to explain how our services work and possibly provide you with more insight.
  
  If you are interested in having a conversation either via phone or by email, please let me know and I would be happy to arrange this. 
  
  I hope to hear from you soon,
   
  *******************************

  Client Support Advisor

  
  

• Initial Complaint

  Date:05/01/2024

  Type:Billing 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 have already been charged $380 in ach return fees by trustly this year. I got notified by indebted that I owe $20 to trustly. A debt that trustly never notified me of prior to sending a debt collector after me. Draftkings is the only place I had used trustly as a service. No where does it say when I am paying that I am going to be charged due to failed payment. My payments were declined saying I had insufficient funds even when I had money in the account. I would try the day I got paid and still got declined for no reason. I should not be getting charged ach fees for this. Then on top of this they another email thru indebted saying I owe 300 now and then more saying 20. Which one is it. Somehow they got my other email and said I owe over 900. If they continue charging my account without my permission then I should not beresponsible for ach return fees. And if a payment did get declined just notify me do I can fix it. Don't keep attempting failed charges to rack up fake debts against me

  Business Response

  Date: 05/03/2024

  Dear *****,
  
  My name is ********, and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received a complaint from the Better Business Bureau on your behalf regarding your outstanding balance.
  
  We take matters such as these very seriously and want to work together to find a resolution for you. Per our records, you communicated with us yesterday, and insufficient fund (NSF) fee forgiveness was issued to significantly reduce your total outstanding balance.
  
  If you agree, we would like to discuss the matter further with you to see if there are any opportunities for us to learn from this experience; as a payment processor, we feel there are always opportunities to grow. We would love the chance to explain how our services work and possibly provide you with more insight.
  
  If you are interested in having a conversation, either by phone or email, please let me know, and I will be happy to arrange it. I hope to hear from you soon.
  
  Best regards,

  ********************
  Team Lead, Customer Support
  **********************, Inc.

  Customer Answer

  Date: 05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:04/15/2024

  Type:Customer Service 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.

  Trustly keeps charging my bank account for money I do not owe any having me incur fees. I've paid under duress any money owed via my fanduel. I no longer have fanduel any have no balance. My account is still being drafted by trustly. They now say I am in collections for $265 on fees when $240 was just taken from my account this same month all from a $5 transaction. When I call they refer me to fanduel and ******* says it's not them it's trustly.

  Business Response

  Date: 04/17/2024

  Dear *****,
  
  My name is ********, and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received a complaint from the Better Business Bureau on your behalf regarding the outstanding balance of $265, consisting mainly of NSF fee payments, that InDebted (our external collection agency) asked you to settle. 
  
  We take matters such as these very seriously and want to work together to find a resolution for you.
  
  If you agree, we would like to discuss the situation with you to see if we can make things right for you and if there are any opportunities for us to learn from this experience; as a payment processor, we feel there are always opportunities to grow. We would love the chance to explain how our services work and possibly provide you with more insight.
  
  If you are interested in having a conversation, either by phone or email, please let me know, and I will be happy to arrange it. 
  
  I hope to hear from you soon.
  
  Regards,
  
  ********************
  Team Lead, ************************************************

• Initial Complaint

  Date:01/18/2024

  Type:Product 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.

  5 unauthorized transactions enacted by Trustly, several attempted calls to their service team to resolve the issue, they refused CITING they can process 4 out of 5 refunds out of courtesy, these charges should not have been placed in the first place therefore all 5 are fraud, and trustly refuses to do anything about it. They collected $250 from my account $125 legitimate, $125 fraudulently collected without my authorization. I am seeking refund of $125, and reparation for distress their fraud has caused.

  Business Response

  Date: 03/12/2024

  We reached out to ******** on 3/6/24 to apologize for the delay in responding to her BBB inquiry and asked to open communications in an attempt to resolve her concern and collect her feedback. ******** responded and provided contact information. 

   

  Our team spoke with her, on the phone, on 3/7/24 and discussed her original concern with Trustly. She had been charged 5 NSF fees in connection with transactions completed (funded to a merchant account) that we weren't able to collect from her bank when they were presented for payment. ******** indicated that she believed that the funds had been paid to Trustly at the time, and no fees should have been assessed. Per our exception policy, we waived 4 of the 5 fees initially. After further discussion, we agreed to waive the 5th fee as well, resulting in a full refund of all 5 fees charged (totaling $125). During this conversation with ******** she also asked to have authorization revoked for this particular merchant and we processed this request and confirmed completion.

  At the end of the conversation, our team confirmed that we'd recognized her feedback and would incorporate it into future experiences. ******** indicated that there was nothing additional for Trustly to do for her. 

  Business Response

  Date: 03/12/2024

  We reached out to ******** on 3/6/24 to apologize for the delay in responding to her BBB inquiry and asked to open communications in an attempt to resolve her concern and collect her feedback. ******** responded and provided contact information. 

   

  Our team spoke with her, on the phone, on 3/7/24 and discussed her original concern with Trustly. She had been charged 5 NSF fees in connection with transactions completed (funded to a merchant account) that we weren't able to collect from her bank when they were presented for payment. ******** indicated that she believed that the funds had been paid to Trustly at the time, and no fees should have been assessed. Per our exception policy, we waived 4 of the 5 fees initially. After further discussion, we agreed to waive the 5th fee as well, resulting in a full refund of all 5 fees charged (totaling $125). During this conversation with ******** she also asked to have authorization revoked for this particular merchant and we processed this request and confirmed completion.

  At the end of the conversation, our team confirmed that we'd recognized her feedback and would incorporate it into future experiences. ******** indicated that there was nothing additional for Trustly to do for her. 

  Business Response

  Date: 03/12/2024

  We reached out to ******** on 3/6/24 to apologize for the delay in responding to her BBB inquiry and asked to open communications in an attempt to resolve her concern and collect her feedback. ******** responded and provided contact information. 

   

  Our team spoke with her, on the phone, on 3/7/24 and discussed her original concern with Trustly. She had been charged 5 NSF fees in connection with transactions completed (funded to a merchant account) that we weren't able to collect from her bank when they were presented for payment. ******** indicated that she believed that the funds had been paid to Trustly at the time, and no fees should have been assessed. Per our exception policy, we waived 4 of the 5 fees initially. After further discussion, we agreed to waive the 5th fee as well, resulting in a full refund of all 5 fees charged (totaling $125). During this conversation with ******** she also asked to have authorization revoked for this particular merchant and we processed this request and confirmed completion.

  At the end of the conversation, our team confirmed that we'd recognized her feedback and would incorporate it into future experiences. ******** indicated that there was nothing additional for Trustly to do for her. 

• Initial Complaint

  Date:01/10/2024

  Type:Product 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.

  I made a withdraw of $500 from BetMGM on November 19th and payout was processed on the 27th of November. I reach out to Trustly.com (clearance house for BetMGM) as per BetMGM request and Trustly give me the following reply: (((As a reminder, an *** Trace ID is proof that the payout was sent; it's the tracking number for the transfer. Trace ID research is performed by a specialized department in the bank with specific permissions for privacy purposes. If the *** Trace ID is not provided to this specific group within the bank, the transaction will not be researched properly. The financial institution can take up to 10 days to reach a conclusion. ********** of America Routing Number: ******** Account Number: ******** *** Trace ID: *************** The deposit was sent to your bank on November 19, 2023, and likely appeared on your bank dashboard on November 20, 2023. If your bank insists that they could not locate the transfer, kindly tell them to specify what happened when the *** Trace ID was investigated in their response.))) Trustly.com then ask me to reach out to **** of America (my bank). **** of America get back to me today and told me they never receive the fund from trustly.com... Please help me...

  Business Response

  Date: 03/12/2024

  We sent an email to **** (from our support address) on 3/6/24 to apologize for the delay in responding to his complaint, and open a line of communication in an attempt to resolve his concerns and collect his feedback. We have not heard back from him at this time and will send. follow up email today (3/12/24).

   

  Copy of email sent on 3/6/24 - 

  ****,

  We have received a notice from the Better Business Bureau that you had submitted a complaint to them back in January regarding a withdrawal that you were unable to locate in your bank account.
  
  We would first of all like to apologize for only reaching out now, as we did not receive a communication from them until recently. We take matters such as these very seriously and regret that we were not made aware sooner. 
  
  If you agree, we would like to be able to discuss the situation with you and see if we can not only make things right by you but also if there are any opportunities for us to learn from this experience. As a payment processor, we feel there are always opportunities to grow and we would love the chance to explain how our services work and possibly provide some more insight for you.

  If you are interested in having a conversation either via phone or by email, please let me know and I would be happy to arrange this. 

  I hope to hear from you soon,
   
  *********
  Client Support Advisor

• Initial Complaint

  Date:11/20/2023

  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.

  Recently i was charged 33 ach fees of $30 for "insufficient funds". I contacted my the company to inform there were funds and transactions were already processed. I sent proof to them showing that the information states funds were removed, as well as stating that this has never happened before and even if funds were not available the account will over draft. I contacted trustly to get a refund on ach fees explained to them what happened. They only respond via email and stated that they can only give me 2 fees in return instead of the full amount. Trustly does not respond in a timely manner due to me only being in contact with someone overseas. I tried to get an entire refund but trustlys cusomter service refused too.

  Business Response

  Date: 03/12/2024

  ****** reached out to us on November 11th about 33 NSF fees. At the time of this communication, we applied our insufficient funds policy, which was to waive 2 NSF fees in incurrent in any 12 month period. At the time, ****** asked for additional fees to be waived, but the policy was upheld, in order to be consistent with all consumers in similar situations, after communication with a manager. 

  
  Since then ****** has not attempted to transact using our service, and his bank has disputed the remaining NSF fees (This dispute happened in December after he closed his account).

  We have communicated with ****** via email about the situation and gathered additional details from him. We advised ****** that the fees charged had been reversed by his bank, so although we had initially planned on refunding those additional fees as a one time policy exception, we no longer have that option. ****** advised that he checked with the bank and he confirmed the fees had been reversed.

  ****** indicated he was satisfied with the outcome, and appreciated that we had reached out to discuss. No additional action taken from Trustly at this time.

  
  

• Initial Complaint

  Date:11/14/2023

  Type:Product 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.

  **************** Issue I made a online bet with fanduel. The money was taken out of my account on October 30th. Then a reversal of funds on October 31st. Then on November 3rd the funds were taken out again with 3 nsf fees 20 dollars each total of 60 dollars. Even though the money was in my account the whole time the took 60 dollars from my account. I have been in contact with them for 9 days and they keep saying someone will get back to me and the case is escalated. I was offered 2 return fees when transition was complete which they say is still in process. I would just like my 69 dollars back and that's it. Unfortunately it has come to this which is a step I didn't seem necessary at first but after 9 days I am starting to lose my patience. I feel if you escalated a case someone would get right back to you and solve the problem. In this case it is not true I have to be the one to contact them everyday to get the same answer. Multiple times my chats with them were cut short by them. I am not sure why this keeps happening and sorry to bother you with this. I just hope there are no other people in this position. Much appreciated *********************

  Business Response

  Date: 03/12/2024

  We sent an email to **** (from our support address) on 3/12/24 to apologize for the delay in responding to his complaint, and open a line of communication in an attempt to resolve his concerns and collect his feedback. We are waiting for a response at this time.
  
  Copy of email sent on 3/12/24 - 
  
  Hello ****,
  
  My name is ********* and I am reaching out on behalf of Trustly's Customer Support team.
  
  We have received a notice from the Better Business Bureau that you had submitted a complaint to them back in November 2023 regarding some NSF/ Retry payment fees that you had requested to be refunded.
  
  We would first of all like to apologize for only reaching out now, as we did not receive a communication from them until recently. We take matters such as these very seriously and regret that we were not made aware sooner. 
  
  If you agree, we would like to be able to discuss the situation with you and see if we can not only make things right by you but also if there are any opportunities for us to learn from this experience. As a payment processor, we feel there are always opportunities to grow and we would love the chance to explain how our services work and possibly provide some more insight for you.
  
  If you are interested in having a conversation either via phone or by email, please let me know and I would be happy to arrange this. 
  
  I hope to hear from you soon,
   
  *********
  Client Support Advisor