Complaints
Customer Complaints Summary
- 162 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/24/2023
Type: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.
Unauthorized withdrawls from my bank account since 2022 that total $1048,12 Transactions varied between $9,66 to $9,82 every 2 weeks or so and even every week at times ,,,, twice a week Subscrition is usually paid at equal intervals and at the same amount in this cae it was every 7 days. This is not the first time that SEGPAY does these UNAUTHORIZED transactions and in the past they reimbursed me , I expect NOTHING LESS. ! They claim that it s because that I subscribed to a website and that it authorized the transactions but in certain cases , there were up to 3 transations during the same week AND 2 ON THE SAME DAYS !I have contacted my *** fraud departement to signal the illegal transactions and they said that I should reach out to SEGPAY,COM since there had already been transactions with them in the past.I also noticed that its not the first time that this company does that to other consumers. When you subscribe to a service , you ALWAYS receive a confirmation EMAIL of the subscrition and all the details related to it. It's the same when you cancel a subscrition. I had cancelled a previous subscrition on 11-16-2020 and never subscribed again. SEGPAY claims that I subsribed again on 01-01-2022. I asked them a copy of the email that confirmed the transaction because I never received one and looked back at my emails to verify. They refused to send me the original email of confirmation and said to go throgh their website which I refused because to have access to it , you need to give out your credit card number. I tried to explain that in the circumstances that I was in , I would rather them send me the original email which shouldn't be too hard for them to provide !I had to go to the supposed website and cancel the subscrition myself and even after I did this , they came a few days after to withdraw another amoun t of $9,66 .I thought these transactions were for something else before I realized that these transactions were not authorized by me. As I can read on your website , they seem to deal with this problem continually.Total amount (see attachements) $1048.12
Business Response
Date: 02/27/2023
Hello *******,
We definitely need to address this based on multiple pieces of information as you did not sign up with the same email address each time for all of the websites. I have blocked your information in our system based on the details used for this review as well as the one used on the purchase id in your attachment. Your recent purchases were made with your PayPal account and three separate credit cards, of which I have blocked as well. This should ensure that there are no further purchases or charges from Segpay. Please use our self-service website as a reference tool to provide the details of the charges that you outlined, the purchase id you have provided expired on 11/23/2020. Our team awaits your communication so that this matter can be settled in a timely manner.
Thank you,
Raphael Segpay **************** Manager
Customer Answer
Date: 02/27/2023
Complaint: 19388635
I am rejecting this response because: It is NOT addressing the issue at hand. Amounts were taken from my ************ debit card and not any other card or PayPal. I need the proof that I have subscribed to the website on the 01-01-2022.As a company , they must have records of every email that confirms subscritions or cancellations , why cant they provide this information.
I *** not wish to aceess their data base because I have to divilguate my credit card infromation.
Sincerely,
*************************Business Response
Date: 02/27/2023
Hello *******,
Please see the attachment for the purchase id that you are referencing. There will be no refund for a purchase from 2020, go to our self-service website cs.segpay.com. There you will be able to provide me with the current charges that you need assistance with. This system will allow you to locate all charges based on your information. Let me know the details of those.
Thank you,
Raphael Segpay **************** Manager
Customer Answer
Date: 02/28/2023
Complaint: 19388635
I am rejecting this response because: Your attached document clearly shows that I have both subscribed and cancelled my subscription on 11-20-2020.Also that transaction was taken from my credit card and not my bank account.
How does SEGPAY account for the excess withdrawls taken from my bank account as I have clearly shown from my bank statement.
Withdrawls were taken twice in the same day !
I am open to a reasonable settlement , there needs to be accountability and recognition that excess withdrawls have occured.
Sincerely,
*************************Business Response
Date: 02/28/2023
Hello,
The attachment was based on the information the customer provided showing that he is correct in the cancelation for that account but it is apparent there are others that do not have the same identifiers. There are 71 purchases for a ************************* in our system and in order to ensure those are for the correct person there was a request for him to provide specific details to locate only his charges. This can be done by using our self-service website cs.segpay.com. Once he provided the details from his findings I can proceed with the refunds and blocks. Segpay would like to resolve his concern as soon as possible but not to the detriment of another customer. If ************** would like me to call him so that we can rectify this in one call I would have no problem doing so. Please let me know how he would like to proceed.
Thank you,
Raphael Segpay **************** Manager
Customer Answer
Date: 03/01/2023
Complaint: 19388635
I am rejecting this response because only as per this not being settled but I have provided with this response details of all the different transactions that were taken from the website in question. Before I cancelled the unauthorized subscritpion on the website , I took a screenshot of all the different transactions since 2020 . I cannot explain the double charges taken from my bank account but confirmed with my bank to make sure that the information was accurate.If SEGPAY reimburses me all the UNAUTHORIZED transactions from the website , I will agree to consider this matter settled.
In hoping that this information will satisfy SEGPAY to settle this matter.
They can also contact me directly at ************
Sincerely,
*************************Business Response
Date: 03/06/2023
Hello *******,
Thank you for providing the details necessary to locate your charges. Please inform your bank that the transactions are coming back to your account in the same manner they were charged, with the card ending in ****. Allow 5 to 7 business days for the funds to appear in your account. I want to assure you that your information is blocked in our system and you do not have to worry about any additional charges.
Regards,
Raphael Segpay **************** Manager
Customer Answer
Date: 03/06/2023
Complaint: 19388635
I am rejecting this response because: I have received 10 emails confirming a PARTIAL reimbursement (10 out of 71 unauthorized transactions). The ecard ending by **** is not active anymore because I had to cancel the card because of SEGPAY'S unauthorized withdrawls. I have a new card , so hopefully the transactions will be deposited anyways.The fact that SEGPAY acknowledges the wrongdoing proves the illegality of the 71 withdrawls.
I want ALL 71 withdrawls paid back to me in full ! Not just 10 out of 71 (71 x **** US : $496.29)
As we speak , only $ 69,99 are still pending to be deposited in my bank account.
There still will be a balance of : $426.30 US(61 transactions) de be reimbursed to my account.
If these terms are met , I will drop any further judicial steps to investigate this issue with the ******** Cybercrime office.
Sincerely,
*************************Business Response
Date: 03/09/2023
Hello BBB,
We have issued refunds for the last three months (11 in total) to the customer as he has stated that the transactions were unauthorized via an email. At this time we recommend the customer contact his bank so they can work directly with our fraud department to complete an investigation on his behalf with the website. Segpay takes these issues serious and want to ensure that the customer is receiving additional undivided attention to this matter. Thank you for the time and effort used in monitoring the customers concerns. The team will be informed of where we are at this time with the matter and additional communications will follow from the financial institution.
Thank you,
Raphael Segpay **************** ManagerCustomer Answer
Date: 03/10/2023
Complaint: 19388635
I am rejecting this response because:I have received only 2 reimbursements in my bank account as of now.
After reading on the BBB website and others that exist out there , it is clear that SEGPAY's practices are VERY questionnable.
It is also clear that they have been taking money from my back account that total 71 transactions which they have acknolwedged also.
I will have an investigation opened not only by my bank but also by the proper authorities so that other honest people do not be taken advantage of .
Sincerely,
*************************Business Response
Date: 03/13/2023
*******,
We definitely understand your position and will provide all of the necessary documentation to your financial institution once requested.
Thank you,
Raphael Segpay **************** Manager
Initial Complaint
Date:02/23/2023
Type: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.
Just finely combed through my PayPal records for the first time in a while and realized I've been getting charged hundreds of dollars by Segpay going back as far as November 2021. I rarely use PayPal, and so hadn't noticed any of the charges until yesterday. The account isn't even linked to my email, and I've never even heard of this site before. I've been getting charged on the 23rd of every month, and $27.95 on the 24th. The total amount is $607.04. I've had a ton of health expenses over the last year, and these bills just got buried in with all the other charges, so I somehow didn't catch them till now. But I desperately need this money back! I repeat, I have never used Segpay.com and have never heard of Segpay.com. I did not authorize these charges. Please issue me a refund.Business Response
Date: 02/24/2023
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,
************; Segpay **************** Manager
Customer Answer
Date: 02/24/2023
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.However, I'd like to point our that the accounts were cancelled by PayPal when I opened my dispute. I had ZERO PRIOR KNOWLEDGE OR USAGE OF THESE SUBSCRIPTIONS BEFORE 02/22/2023. I want to make that very clear. Both my bank and PayPal have closed their investigations, and have told me that because the charges go back so far, I'd be unable to receive a refund from either of them. PayPal specifically said that I would need to request a refund directly from Segpay. I need the full amount back.
Sincerely,
***********************Initial Complaint
Date:02/20/2023
Type: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.
Pending transaction of ***** with segpay.com on February 19th, 2023. I have never heard of this company and am unsure why they are charging my account.Business Response
Date: 02/21/2023
Hello ******,
Please utilize our self-service website to verify this purchase at cs.segpay.com. The sign-up was 3DS authenticated with the specific details of your payment information. In order to receive a timely resolution, reach out to one of our customer service agents for assistance. There you will need to let them know if this is considered fraud. I hope that this helps you with next steps.
Thank you,
************; Segpay **************** Manager
Initial Complaint
Date:02/19/2023
Type: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.
They started taking money out of my account I have never used them before there is 0 reason they should be taking money from me and I need it to stop nowBusiness Response
Date: 02/21/2023
Hi *****,
Based on what you are stating this is considered fraud. But, after researching your information I see your membership was 3DS authenticated. This means your personal details were verified by someone with access to your payment information. Please go to our self-service website and familiarize yourself with the website at cs.segpay.com. There you will also have the ability to communicate with one of our Agents to move to the next step of blocking your information due to fraud or canceling the recurring billing. I hope that this information helps. Going directly to the ****** first will assist you in a timely resolution in the future.
Thank you,
Raphael Segpay **************** Manager
Initial Complaint
Date:02/14/2023
Type: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.
Hello I was chagered ***** I don't use you guys and have never heard of you before I don't understand how you guys are taking money from me , I want my money back , you guys are stealing my money and I have nothing to do with you guysBusiness Response
Date: 02/14/2023
Hi Krysta,
Please use our self-service website to view the charge that you are referencing at cs.segpay.com. It does not appear that we are looking at the same charge and need to be on the same page. Once you are able to view the details, please contact our customer service team and they will assist you further with escalating your issue. I hope this helps resolve your concern.Thank you,
Raphael Segpay **************** Manager
Initial Complaint
Date:02/13/2023
Type: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.
Why are u charging my card???? I've never signed up for or even heard of segpay??!!! Give me my $ back scammers!Business Response
Date: 02/14/2023
Hello *****,
This annual charge is for the website **********.com. You are able to see your charges by going to cs.segpay.com. While there if you choose to communicate with any of our agents you can choose your ideal form of communication for a resolution. I hope this helps. Let me know if you need any additional assistance.
Thank you,
************; Segpay **************** Manager
Initial Complaint
Date:02/11/2023
Type: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.
******* took 15$ from me and I never even heard of this site I will need a refund back ASAP thank youBusiness Response
Date: 02/13/2023
*****************,
Your subscription to **********.com was canceled via our self-service portal on 1/13/2023. Please contact the webmaster at ******************** or our customer service team to initiate the refund request. The webmaster will be able to verify usage of the content and issue the refund. Rest assured it was canceled on January 13, 2023. Let me know if you need any additional assistance.
Thank you,
************; Segpay **************** Manager
Initial Complaint
Date:02/09/2023
Type: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 has been billing my checking account for **** since August 2022 . I have been sick for a while but better now and in looking over my business affairs I noticed the monthly payment, when checking with my bank I got how long its been . The total taken so far is$34.93. I have never heard of this company and want the billing to my account stopped.Business Response
Date: 02/09/2023
Hi ******,
The account was located and canceled based on your request. Here is our self-service website, cs.segpay.com, there you can choose your ideal method of communication if necessary. If you need any additional assistance, please reach out to one of our agents.
Thank you,
Raphael Segpay **************** Manager
Customer Answer
Date: 02/10/2023
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:02/08/2023
Type: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 on my debit card on 2/8/2023 in the amount of *****. My bank alerted me of it possibly being fraudulent. I do not recall to subscribing to anything. Please cancel any subscription service that is linked to me as I do not authorize it. Thank you.Business Response
Date: 02/09/2023
Hello ******,
Rest assured there are no charges on your PayPal account, the transaction declined. Please utilize our self-service website to verify the information at cs.segpay.com. Let me know if you need any additional assistance.
Thank you,
************; Segpay **************** Manager
Initial Complaint
Date:02/07/2023
Type: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.
Just like the other complaints. Never signed up for a membership. Got charged $4.99 on 2/7/2023. Never heard of this company and havent used my debit card in months. Thieves! They should be investigated by the US AG for fraud. I need an explanation of the charged. How my card information was received. When the got me to sign up reminder I never did. Where did they collect any of my information.Business Response
Date: 02/09/2023
Hello ******,
Based on the information that you have provided, I located two membership accounts for the same website, **********.com. Your original purchase was 3DS authenticated, meaning there is someone that was able to correctly verify security information for your payment option. You can verify these charges by going to cs.segpay.com, as well as communicate your next steps and requests to one of our agents. If you have any additional needs my recommendation is to contact the provider first as this is an urgent matter. Please ensure that you state that these are fraudulent charges so they can block all of your information in our system, this will prevent any future billing. I hope this helps and good luck.
Thank you,
************; Segpay **************** Manager
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