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:04/11/2023

  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 have multiple charges on my account from segpay and I never agreed to any of them and I didn't authorize any of them. They try to take money out of my account everyday even though there is not enough funds. I have no outstanding balance with them. I want them stopped from taking any more money and I want reimbursed for the funds they took

  

  Business Response

  Date: 04/12/2023

  Hi *****,

  Unfortunately, based on your information I was not able to locate an account to assist with your charges. Provide me with any other email addresses, the first 6 and last 4 of the card that was charged, the email address for your PayPal transaction, or the purchase id associated with your account. Once I have this information I will have the ability to locate your charges to cancel and issue any refunds necessary to resolve this matter. I look forward to assisting you with your concern.

  Thank you,

  Raphael                                                                                                                                                                                                                                                                                                                                                                                Segpay **************** Manager

• Initial Complaint

  Date:04/10/2023

  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 have a charge from Segway on my account and have not authorized anything. I have no idea who or what this company even is.

  

  Business Response

  Date: 04/11/2023

  Hello ******,

  Because you have a common name, I found several ******************************* in our system. There are several ways that I can assist you with your concern. You can use our self-service website, provide additional details, or contact our call center directly. The web address to use is cs.segpay.com, there you can choose to communicate with us, as well as locate your charges. If you choose to provide your details through this line of communication, please provide your email address, the first 6 and last 4 of the credit card that was charged. I hope this helps steer you in the right direction.

  Thank you,

  ************;                                                                                                                                                                                                                                                                                                                                                                               Segpay **************** Manager

• Initial Complaint

  Date:03/31/2023

  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.

  I have been charged for a 2 month membership without my knowledge and they tell me it wasnt. I received an email telling me that it was which I still have. I wanted those 2 months refunded they said no. I only got 1.

  

  Business Response

  Date: 03/31/2023

  Hello ******,

  Thank you for providing the cancelation confirmation email as proof for the additional refund. I have processed the second transaction, please allow 5 to 7 business days for them to appear in your account. I apologize for any inconvenience. If there is any additional assistance needed do not hesitate to reach out to us at cs.segpay.com.

  Regards,

  Raphael                                                                                                                                                                                                                                                                                                                                                                                Segpay **************** Manager

• Initial Complaint

  Date:03/25/2023

  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.

  I have never heard of this business before and they charged money on my credit card and I would like a full refund because I dont even know how they got my information in the first place and I would like to speak to someone immediately because this is ridiculous and I blocked all transactions from here on out but I need to speak to someone because **** took money off my card that I needed to pay rent with and I am not happy!!!!!

  

  Business Response

  Date: 03/27/2023

  Hello *****,

  As a courtesy, I have canceled the membership and issued two refunds. During the sign-up for this membership someone was able to verify your banking details successfully. I have blocked all of your information and you do not have to worry about any additional charges going forward. You can verify this at cs.segpay.com by entering some of your details. Let me know if you need any additional assistance.

  Thank you,

  ************;                                                                                                                                                                                                                                                                                                                                                                               Segpay **************** Manager

• Initial Complaint

  Date:03/22/2023

  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.

  I was charged $14.99 on 3/20. But I never made an account with segpay nor am I even familiar with it. I did not authorize this transaction and I do not want any further charges from my account. This need to be refunded to me asap.

  

  Business Response

  Date: 03/24/2023

  Hi ****** and ********,

  Based on your previous communication with our agent Karoa the website, amount of the transaction, and terms were discussed as well as the cancelation. If you required a refund it was not mentioned during your chat communication. Would you like for me to provide a screenshot? Please contact our team requesting the refund, as there is no issue honoring the request. Let me know if you need any additional assistance.

  Thank you,

  ************;                                                                                                                                                                                                                                                                                                                                                                               Segpay **************** Manager

• Initial Complaint

  Date:03/20/2023

  Type:Product 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.

  Segpay took $10.79 dollars out my account when I never heard of the company ever on 03/20/2023, I would like my money back and to cancel whatever segpay is so it wont take any more money without my knowledge.

  

  Business Response

  Date: 03/21/2023

  Hello ******,

  The membership based on the charge that you have referenced is canceled, you do not have to worry about any further billing. In order to assist you further with properly coding and executing the refund, go to cs.segpay.com. There you will choose your ideal form of communication to discuss the refund. Let me know if you need any additional assistance.

  Thank you,

  ************;                                                                                                                                                                                                                                                                                                                                                                               Segpay **************** Manager

  Customer Answer

  Date: 03/26/2023

   
  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:03/17/2023

  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.

  For the past few month I been getting charged for someone elses thing ***************** is the name Thats not my name I want it to stop

  

  Business Response

  Date: 03/17/2023

  Hi *****,

  To make this as easy as possible, use our self-service website, cs.segpay.com. There you can attempt to locate the charge with your account information and email address. If you are unable to locate the charge, utilize one of our three options to communicate with one of our agents. They will ask for the first 6 and last 4 of the card that was charged or the email address used for your PayPal account. They cannot make any charges with this information only locate your account. Please inform them that the charge is fraudulent, so your information can be blocked in our system. Let me know if you need any additional assistance or you can provide me with the information and I can attempt to find the charge.

  Thank you,

  Raphael                                                                                                                                                                                                                                                                                                                                                                                Segpay **************** Manager

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising 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 name is ***********************. Ive been dealing with a large refund dispute for nearly two weeks now. Since your phone lines dont accept anything not in writing, and your *** branch is closed, Im sending this as written documentation of my entire experience over the last two weeks, and any and all emails or documents referenced are attached. I could not find a direct email for your *** office, and the email submission form on the branchs website does not work. So my last hope is to send this here hoping somebody reads it.Essentially, I rarely use PayPal, really only ever to get paid for freelance work. I checked my PayPal statements two Wednesdays ago, February 22nd to discover over $600 in unauthorized charges dating back to November 2021. The dates and amounts for these transactions were all the same, **** on the 22rd of every month, and ***** on the 23rd, all charged to a SEGPAY.COM. Thus, I assumed that it must have been a subscription of some sort. At this point, I want to state that I had never heard of Segpay, nor have I ever knowingly authorized any purchases or subscriptions from them. With this, my immediate first move was to contact PayPal. Their customer service told me that theyd cancel both of the subscriptions immediately, and send a dispute to their fraud department. I also had my login and security info changed. I received an email back less than two hours later stating my dispute had been closed without refund, and so I called back to inquire why. PayPals reasoning was that because SEGPAY.COM is an external merchant processing site, and because the charges go back so far, that any refund issued would have to come directly from them, and not from PayPal. It was on Thursday, the 23rd, that I opened a dispute through Better Business Bureaus website, complaint ID #********. I received a response early the next morning as follows:Hello ***,I definitely understand forgetting your online subscriptions, but I see that you have canceled them and initiated a dispute with your bank. We have reached out to the Webmaster for proof of usage or lack there of. Our team is actively assisting your bank with any information needed for the dispute. Let me know if you need any additional assistance.Thank you,RaphaelSeveral things about this. First of all, I didnt forget an online subscription. These services were signed up for WITHOUT MY KNOWLEDGE. Secondly, at the time of this response from BBB, my dispute with PayPal had already been opened and shut, and they had already told me that they could not do anything. Thirdly, its here stated for the first time that the Webmaster of these domains would be involved to verify that I have never used these accounts. And I want to state for this record, I HAVE NEVER USED OR ACCESSED OR EVEN KNOWN ABOUT THESE SUBSCRIPTIONS. And furthermore, it would seem that BBB never contacted the Webmaster for this proof, as my case was marked as resolved by you guys. I responded to this saying I needed further assistance and never received a response back.After noting BBBs response, on the afternoon of Friday the 24th, I called SEGPAY directly through their customer support line. I explained the situation to the woman on the phone, stating that PayPal had explicitly said that any refund would have to come from the merchant directly. It was at this point that I found out that both charges were for **** sites, onehugesite.com and adultprime.com, neither being a site I had ever heard of. The woman told me that, because the subscriptions had been cancelled, they wouldnt be able to issue an immediate refund. This is the first roadblock that makes no sense to me. First of all, I didnt even cancel the subscriptions myself, PayPal did, and second of all, it doesnt make sense that a cancellation negates their ability to give a refund. Essentially she was telling me that if I had called Segpay directly, a suspicious website I had no prior knowledge of, before PayPal, that they would have been able to simply process my refund. However, in another move by Segpay that makes equally little sense to me, she then told me they actually could refund me just two counts of the *****. She then stated that my remaining requests would have to be sent to Segpays upper management a faceless entity that is only accessible via their general ******************************* support email. She stated that I would receive a response from the upper management within 1-2 business days. Seeing as it was a Friday, I assumed this response would come by Wednesday at the latest.By the following Wednesday, March 1st, I had yet to receive any correspondance from these higher **** or Segpay in general. I called them again, only for the service rep on the phone to tell me that she had zero information as to why I had not been contacted yet, and then stated that both sites were owned by the same Webmaster. This Webmaster had apparently sent Segpay a note saying waiting for customer response. Id also like to state that this owner, apparently named *********, never contacted me, and still has not. At this point, I requested that Segpay give me a contact for ********* directly, for which they gave me the general support email *********************** I sent a lengthy email describing the situation, which is attached, and continued to wait.On the next morning, Thursday March 2nd, I received a response to this email from a ************************* directly stating the following.**** commented:Hello ***,Thank you for your email. We have already been contacted by SegPay support team and have send them all the documents they have requested in your case.SegPay Risk Team has already refunded the charges. We unfortunately can not do anything else in your case.Kind Regards ******************* changed the status to Waiting for customer.This is a direct copy/paste so it includes the misspellings.This is concerning for a multitude of reasons. For one, Segpay most certainly had not issued my refund. The two counts of ***** had been refunded to my PayPal account earlier in the week, but up until this point Segpay had simply been telling me to wait for their upper management to sort out the rest. The second reason its concerning is because she states that all requested documents had already been sent to Segpay, and Im assuming this is referring to the usage data, or lack thereof. BBBs request for that same information wasnt even mentioned. And lastly, the statement unforunately we cannot do anything else in your case is highly concerning for obvious reasons. Again, this is now Thursday, March 2nd. At this, I immediately called Segpay back, and forwarded my correspondance with Adultprime and its associated emails to them. Segpay support then stated that they had not in fact received any documents or usage data from adultprime, and agreed that they had not in fact issued the full refund. Once again, I was told that my requests would be sent to upper management, that my refund would still have to come directly from the owner of adultprime.com, and to wait another 1-2 business days. Friday came and went, and then the weekend, which brings us to today, Monday, March 6th, two business days from my last contact with Segpay. As of today, I still have not received a single email from the upper management and aside from the essential non-response to my direct request for info, have not received anything from Adultprime either. My last communications with Segpay, I was told that Attached below is a record of all of this correspondence, of course sans the phone communication, which Segpay also claims is recorded and listened to by their upper management. Every single time I have contacted Segpays customer support, theyve sent me an email with a new case number attached. On every single Segpay call detail email, its stated that the account is under their real name and valid email address, however my name was in no way attached to either account, simply my email. So this also seems highly suspicious to me. There has been a ********************* mentioned several times as an authority figure, and more recently also a ******************************* and a *********************************, but Segpay has told me that no direct contact information exists for any of them. Im told that my requests have been sent to their upper management three times now, all with zero response. PayPal cannot help me, my bank cannot help me, and Segpay has been downright criminal in the way theyve handled this. I feel that I am running out of options here, and Im once again turning to BBB in hopes that you are able help me out with this.

  

  Business Response

  Date: 03/13/2023

  Hello ***,

  Here is our self-service website, cs.segpay.com. There you have the ability to view the status of your PayPal disputes. There are refunds the Segpay representatives issued back in February and the disputes that are pending again from your bank. They have received all requested evidence again and we are awaiting the outcome. Let me know if you need any additional assistance outside of assisting with the disputes, we cannot override your bank. I hope this provides you with new details.

  Thank you,

  Raphael                                                                                                                                                                                                                                                                                                                                                                                Segpay **************** Manager

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19551619
  
  I am rejecting this response because:
  PayPal has already closed all disputes as, per their terms of service, any adult content is not covered by them, so my disputes were immediately disqualified. My bank, TD, has not been involved this whole time. All of these disputes have been handled through PayPal, whose hands are tied because of their terms of service. This leads me to believe that Ill only be able to get a refund from Segpay or the webmaster directly, which has not happened yet.

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

  

  Business Response

  Date: 03/15/2023

  Hello ***,

  Please follow up with PayPal as the attached view from our system has the disputes still pending. They are considered your bank and we do not have the ability to override their status. Also, we will not disregard the merchants account if their product was accessed/used by you. I understand that you reject our stance. Let me know if you have any questions.

  Thank you,

  Raphael                                                                                                                                                                                                                                                                                                                                                                                Segpay **************** Manager

• Initial Complaint

  Date:02/28/2023

  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.

  Recently I was charged $66.42 cad for a payment to segpay, ive never heard of this website and want to know how I can get a refund asap

  

  Business Response

  Date: 03/06/2023

  Hello ******,

  In order to assist you with your refund, I have escalated the request to the webmaster. You are copied on the communication to receive real-time updates. To assist you with viewing all of your charges in our system, please use our self-service website at cs.segpay.com. There you can also communicate with our customer service team to help with any other issues. Let me know if you need any additional assistance from me.

  Thank you,

  Raphael                                                                                                                                                                                                                                                                                                                                                                                Segpay **************** Manager

• Initial Complaint

  Date:02/24/2023

  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.

  I received a transaction from SegPay on 2/22/2023 for $14.99. I am unaware of what this charge is and am not familiar with this charge.

  

  Business Response

  Date: 02/27/2023

  Hello *******,

  Based on the email address used for this communication, I was unable to locate an account. Please use our self-service website with your payment details to locate your charge at cs.segpay.com. Once the charge is located you have the ability to cancel the membership. If you need any additional assistance, our customer service team is available. Let me know if you need any additional assistance.

  Thank you,

  ************;                                                                                                                                                                                                                                                                                                                                                                               Segpay **************** Manager