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:07/22/2025

  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.

  I spend thousands of dollars on Black Desret online and Terminal 3/Paymentwall) whatever their payment system is, sometimes double charges. I got 2 charges for 300 on my credit card so I called for an investigation. Upon realizing it was Payment wall, I recalled it by talking to Citi(costco) Whenever I try to purchase or spend my money on black desert, I get a prompt that they wont let me spend my money now and to reach out to them. Which I have for 2 weeks now only to be ignored. I would like to spend my money as Ihave resolved the issue.

  

  Business Response

  Date: 07/22/2025

  Hi ****, 

  We understand that youre requesting to have your account unblocked. Weve received your inquiry and have responded under reference number R-9935958.

  Before we proceed, we need to clarify and confirm a few details regarding your payment account.

  We look forward to your response.

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service 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 writing to file a formal complaint against Terminal3 (also operating under Paymentwall) for their complete lack of customer service and failure to respond to multiple support inquiries regarding a critical matter affecting my access to a paid digital service.Since June 10th, I have submitted multiple support tickets and emails to Terminal3 / Paymentwall concerning a chargeback dispute related to purchases made for Black Desert Online, a video game that relies on Terminal3 for its payment processing. Despite clearly explaining the situation and requesting assistance to resolve the matter so I could restore my account to good standing, I have not received any substantive response or follow-up from their support team.The lack of communication from Terminal3 / Paymentwall has left me in limbo, unable to correct or clarify the chargeback issues, and as a result, I am now locked out of my Black Desert Online account, which I have invested significant time and money into. The developers of the game have indicated that I need to work directly with the payment processor to resolve the issue, but that has been impossible due to Terminal3's continued silence and lack of accountability.I am seeking immediate assistance in the following:A response from Terminal3 / Paymentwall to my submitted support requests.Clarity and resolution on the disputed ************ restoring my game account to good standing once the payment issue is properly ************ this point, I feel I have exhausted all reasonable options and am deeply disappointed by the lack of basic customer support from Terminal3 / **********************. I hope the BBB can help facilitate a resolution.

  

  Business Response

  Date: 07/08/2025

  Hi Versiante,

  Thank you for reaching out to us.

  We understand that youre trying to verify your account. Please note that the last email we received from you was dated February 12, 2025. Unfortunately, we did not receive any email from you on June 10th.

  Regarding your request to reopen your account, kindly refer to ticket inquiry R-9918085 for further details and assistance.
  If you have any other questions or need further help, please feel free to let us know.

  Best regards,

  Terminal3 Team

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23563269
  
  I am rejecting this response because: I have been messaging Terminal3 Support since June 10th and I do have the records to indicate that.

  I also messaged PaymentWall Support on June 16th/17th as well.

  
  Sincerely,
  
  Versiante Zanti

  

  Business Response

  Date: 07/11/2025

  Hi Versiante,

  We have responded to you via inquiry R-9918085 and provided you with the steps that we're taking to resolve your case. 

  We appreciate your understanding. 

  Best, 

  Paymentwall Support Team

  Customer Answer

  Date: 07/12/2025

  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,
  
  Versiante Zanti

• Initial Complaint

  Date:06/07/2025

  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.

  On June 1 2025 I attempted to recharge on my buzzcast account I was told that my transaction was refunded and cancelled by paymentwall's fraud team. My account was blocked and they needed a copy of my ID and CC I have sent this information to them on 2 separate email addresses. I have yet to hear from their support team. I would like my account unblocked so I can recharge again

  

  Business Response

  Date: 06/10/2025

  Hi ***********,

  Your account is currently active, and you may continue making transactions. We have successfully verified your account upon receiving the requested documents.
  Please note that we previously notified you of the required verification documents via the email address registered on the website where you attempted the transaction.

  For confirmation of your verification, you may refer to inquiry R-9870264.

  If you need any further assistance, feel free to let us know.

  Best regards,

  Paymentwall Suppor

• Initial Complaint

  Date:03/03/2025

  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.

  2/17/2025-$200 USD PW*Terminal3 Pearls for the game Black Desert Online 2/14/2025--$200 USD PW*Terminal3 Pearls for the game Black Desert Online 2/10/2025--$200 USD PW*Terminal3 Pearls for the game Black Desert Online 2/10/2025--$200 USD PW*Terminal3 Pearls for the game Black Desert Online 1/28/2025-$200 USD PW*Terminal3 Pearls for the game Black Desert Online 2/10/2025 $200 USD PW*Terminal3 Pearls for the game Black Desert Online 1/29/2025-$200 USD PW*Terminal3 Pearls for the game Black Desert Online We had disputed all these with my girlfriends credit card because we thought they double charged but we didnt so we called Chase ****** card and had them Validate the disputes and remove them. We have proof saying that we did however I've been trying to get ahold of paymentwall and they've just been ghosting us. We provided Valid Driver's License as well as proof of Dispute Validation from ***** but they are ghosting us as well as blocking me from making further pur*****s with my own money. They have not tried to resolve the problem. They are instead ghosting me and not replying even after cooperation of Valid ID AND ****** Card documentation.

  

  Business Response

  Date: 03/14/2025

  Hi Johnandersen, 

  We have reviewed your concern and found your account. The dispute is still showing as ongoing on our end but we have already sent a follow up to confirm the status. In addition to that, we are checking with Black Desert Online your request to unsuspend the account. We will get back to you via inquiry R-9697786 as soon as we receive an update. 

  Customer Answer

  Date: 03/15/2025

  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,
  
  Johnandersen ****

• Initial Complaint

  Date:03/03/2025

  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.

  On Saturday March 1st, my son was trying to purchase in game currency for Marval Rivals through this company using a prepaid **** card he received as a gift. We tried a number of times to use it as payment but it would not work. We called **** for assistance and were informed that this company likely did not accept prepaid **** cards. I then used my credit card to complete the purchase however they then demanded I send them my government issued ** and other information to prove I was the card holder and locked my sons account from making any purchases using other methods of payment such as ****** pay or ***** pay. They will not unlock the account until I send them all the ** they are requesting which I think is unacceptable. I will not be sending them photos of my government ** so they can use it to commit fraud. Their "JUST TRUST ME BRO" response is not good enough for me.

  

  Business Response

  Date: 03/04/2025

  Hi *******, 

  We understand your hesitation in providing the required documents to lift the restrictions on the account. Please note that this step is necessary for us to verify your payment method.

  Your son can continue making transactions using a variety of convenient alternative payment options available on the website, such as Neosurf, Alipay, Mobiamo, MINT, or WeChat Pay.

  We have also sent you a response to your ticket inquiry R-9704827.

  Let us know if you have any questions. 

   

  Customer Answer

  Date: 03/04/2025

  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:01/20/2025

  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.

  My account got suspend for Express VPN and I tried to get my account unsuspended, but the account won't use it now. I want a refund.

  

  Business Response

  Date: 01/20/2025

   

  Hi Will, 
  There were no inquiries sent to us using the email address *************************** Our team contacted you through ticket ID ********* so you can provide details to find your account and help you with your request. 

• Initial Complaint

  Date:01/14/2025

  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.

  I deleted my auto pay with ExpressVPN. I was surprised to find that it was not deleted and I was charged on my Discover acct. I reached out to ********** to cancel my account immediately. There is a phone number with an answering machine but no way to connect to a customer representative. I sent an email and finally received a response that ExpressVPN disabled auto pay but did not close my account. I want my money refunded. I do not use their service and havent used it for the past year.

  

  Business Response

  Date: 01/20/2025

  Hi *****, 

  There were no inquiries sent to us using the email address ************************ Our team contacted you through ticket ID ********* so you can provide details to find your account and help you with your request. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22810891
  
  I am rejecting this response because I want a refund and a confirmation that my account is permanently closed with ExpressVPN and that I will not be automatically charged again.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/23/2025

  Hi *****, 

   

  For us to process your request we need to find your account first, and check the payment that you're requesting to be refunded. 

  In the email that we have sent you, we've requested for details which are necessary for us to start the investigation. 

  Kindly reply back to that email for us to assist you better. 

   

  Thank you.

   

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22810891
  
  I am rejecting this response because I responded to your email with my address.  You can send a physical check for ****** to my address as stated in the email.  

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

  Customer Answer

  Date: 01/25/2025

  No I have not received a refund from **********.

  

  Business Response

  Date: 01/27/2025

  Hi *****, 

  We'd like to assist you in claiming your refund, however we need to check whether the payment was processed through us. 

  Kindly reply to ticket #*******, sent through your email, so that we could further investigate. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22810891
  
  I am rejecting this response because:I have communicated with ExpressVNP twice now with information and am getting nowhere.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/31/2025

  Hi *****, 

  We are still awaiting your response regarding our previous email (ticket inquiry P-9627115). Currently, we are unable to locate any transactions associated with your email address.

  
  Could you kindly provide us with a copy of the payment receipt you received from Paymentwall?

  
  We look forward to your prompt response.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22810891
  
  I am rejecting this response because I have sent the appropriate documentation to ExpressVPN aka Paymentwall **** as they asked but am now being told the cant locate the payment info.  This is the unacceptable message I have received. There is no other alternative proof of payment and this company doesnt send receipts.  So far I have had messages from three different people in this company and no one seems to know what they are doing.

   

  Paymentwall
  01/29/25 04:22 PN
  Hi *****,
  We were unable to locate the payment using the receipt you provided.
  To assist you further, we kindly ask that you provide an alternative proof of payment, such as a billing statement or another receipt. If you don't have any other proof of purchase, please reach out to your bank to obtain the transaction details.
  Thank you.
  Best Regards,
  Cherry
  Paymentwall Resolution
  Support Team
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/14/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/30/2024

  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.

  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

  Date: 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

  Date:04/28/2024

  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.

  I want to cancel my account and get a refund.

  

  Business Response

  Date: 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.