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:09/12/2024

  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 am writing to address an urgent issue regarding a recent transaction. I initially purchased a plan for 20 photos at a rate of $19.00. However, I was charged $228.00 through *******After contacting Virtual Staging AI, which processes payments through Paddle.com, I received an email stating that I would be refunded $193.00. While this amount is still incorrect, I was prepared to accept it. Unfortunately, I have yet to receive any refund.Given that I have canceled my subscription and have not utilized the 20 photos, I am seeking a prompt resolution. I kindly request a full refund of $209.00, reflecting the discrepancy in the amount charged.I would appreciate your immediate attention to this matter, as I prefer not to continue business with a provider where such discrepancies occur.Thank you for your prompt assistance.

  Business Response

  Date: 09/16/2024

  Paddle is a software reseller and we help software companies around the world sell their products.

  I wasn't able to locate any matching transactions linked to your email address, but not to worry, we can still help.

  We have a dedicated support site where you can self serve all common requests, including all the options to manage subscriptions

  Please follow this link

  ************************;

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paddle abruptly closed my account without prior warning after three years of partnership, causing serious disruptions to my business operations. This issue appears to be affecting many other **** founders as well, raising concerns about their practices and customer service.I am the founder of a B2B **** company, providing DDoS protection services through my platform (***********), which is structured as a *********. For the past three years, I have been using Paddle for payment processing without major issues. However, today, without any prior notice, Paddle suddenly closed my account. This closure came without explanation or sufficient warning, leaving me with only 5 days to migrate my payment processing to another provideran unrealistic timeline for any **** business.Over the past ****************************************************************************************************** These disputes were spread out over time, which is common for most businesses. I contacted Paddles disputes department ********************** reviewed the cases, and successfully won many of these disputes, resulting in the return of the payments. Despite resolving these issues and having no disputes over the past 6 months, Paddle suddenly classified my account as "high risk," which I find puzzling and unjustified.Upon investigating further, I found that many other **** founders experienced similar account closures within the same 24-hour period. Some have shared their frustrations publicly on X and Reddit. Like me, they received no proper explanation and faced abrupt disruptions to their business operations.I have always praised Paddle for their platform, but this experience has left me extremely frustrated. To make matters worse, my company doesnt even fall into the categories recently associated with account closures, such as AI-related products. This sudden, unexplained closure has left my business in a precarious situation, with very limited time to migrate.

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Paddle.com Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:08/29/2024

  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.

  It is very confusing and strange to have an umbrella company with many brands and programs to be used as a cover for any software they allegedly sell as they act as a "reseller".I have been billed twice - one for CHATGPT on a reoccuring monthly basis for $20.00 USD a month and again for CHATBOT as a annual subcription for $81.88 CAD. First of all, I only would have authorized a monthly charge and never a subscription as we only intended to try the product out. Unfortunately when I received my billing statement I reached out to the company for clarification and rectification which was near impossible. I could only speak to a virtual assistant. It said that they cannot refund me for the subscription because " ... based on our records, it appears that your usage is on the upper side of the threshold, thus making you ineligible for a refund. " They forwarded my request to **** ******* ********** ****** ******I and they confirmed that they were not able to assist as well as halted all communication to seeking clarity on the charges. I am not asking for my money back - just that I pay based on what I have incurred as a pro-rated amount. In addition was hoping for more clarification as to how I was billed twice - once for chatgpt and the other for chatbot as this very bizarre and confusing.

  Business Response

  Date: 08/29/2024

  Hi Better,

  Thanks for reaching out.

  Paddle is a software reseller and we help software companies around the world sell their products.

  I wasn't able to locate any matching transactions linked to your email address, but not to worry, we can still help.

  We have a dedicated support site where you can self serve all common requests, including all the options to manage subscriptions

  Please follow this link to chat with me, ****. I'm a virtual assistant, available 24/7 to help you resolve this matter.

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used ******'s merchant of record service for 5 years without any issues. We were happy and end users who bought our digital products through Paddle were happy. However, Paddle suddenly terminated our account without any warning in September 2023 and told us they would release our funds (customers' payments for our products) in 6 months. Eleven months have passed since then, and they still have not released our funds. When we asked them for the first time about this, they told us they were not releasing our funds, no reasons would be given, and the decision was final. We asked them a few times later to point us to the agreement or document that grants them the right to hold our funds indefinitely without the obligation to offer an explanation (i.e., take our money without offering any explanation), but we have never heard any response.

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Paddle.com Inc. regarding complaint ID ********.

  As written in my original complaint, I contacted Paddle many times with a very simple question but failed to get any responses before I filed the complaint. 

  Thank you for your help.
  
  Sincerely,
  
  *******************

  
  

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Paddle.com Inc. regarding complaint ID ********.

  As written in my original complaint, I contacted Paddle many times with a very simple question but failed to get any responses before I filed the complaint. 

  Thank you for your help.
  
  Sincerely,
  
  *******************

  
  

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a renewal (subscription) that I was not notified and I didnt authorize.I asked foe a refund within a week and they said no

• Initial Complaint

  Date:06/26/2024

  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.

  Subject: Dispute of Unauthorized Transaction by Paddle.com ************** On June 18, 2024, I was charged for a one-year subscription by Paddle.com **************. This charge was automatically renewed without my authorization. I checked my emails and have no records of Paddle.com informing me of the pending charges, therefore I was unable to avoid the charge. I originally purchased this subscription in June 2023 for an online business I have since closed in December 2023. Despite disabling recurring payments in my PayPal account multiple times, I was still billed for this subscription. On June 18, 2024, I immediately submitted a refund request to Paddle.com at **************** To date, I have not received any response from them. Simultaneously, I filed a dispute with PayPal on the same day. PayPal provided a timeline for resolution by July 3, 2024, and I diligently checked the status of my dispute every few days. On June 24, 2024, when I reviewed the progress on PayPal, I discovered that I was required to provide a response by June 26, 2024. I did not receive any prior notification from PayPal regarding this additional deadline. When I attempted to respond via PayPal, I was mandated to upload supporting documents, but I was uncertain about what specific documents were required. I uploaded my initial dispute sent on 6/18/24. This ongoing issue with Paddle.com has resulted in numerous bad reviews from customers they have scammed out of money. Regardless of it only being $12, it is the principle of allowing companies to nickel and dime consumers to death.This entire process has caused me undue stress and has consumed countless hours. All other companies have processed refunds promptly when similar issues occurred, but Paddle.com has been unresponsive and uncooperative.I kindly request your intervention to resolve this matter. I seek a full refund for the unauthorized charge and assurance that such issues will not recur in the future. Sincerely,***************************

  Business Response

  Date: 07/11/2024

  Hi Better,

  Thanks for reaching out.

  Paddle is a software reseller and we help software companies around the world sell their products.

  I wasn't able to locate any matching transactions linked to your email address, but not to worry, we can still help.

  We have a dedicated support site where you can self serve all common requests, including all the options to manage subscriptions

  Please follow this link to **** **** *** ****. I'm a virtual assistant, available 24/7 to help you resolve this matter.

• Initial Complaint

  Date:04/17/2024

  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.

  Upon review of my credit card statment/bill, I saw a transaction for $239.88. I did not make this transaction. The transaction date on my statemnt was 03/21/24 and it says PADDLECOM *************************************************. Under description it says: " ************************** NY for $239.88. Will appear on your Mar 24, 2024 statement as PADDLE.NETRENDRFORASTORIA **. The phone number provided on my statement says ************ which goes straight to voicemail saying "Please record your message" with no mention of who I am calling; hence, I am not leaving a voice mail. I tried the company again at ************ (number listed on the BBB website) and it says "The number you dialed is not in service." According to my phone that is a *******, Ct number for the alleged NY NY business HQ location for PADDLE.I have attached a copy of the transaction.

  Business Response

  Date: 04/18/2024

  Sorry to hear that.But i didn't find any subscription under his account in our system.So it should not be our product.

• Initial Complaint

  Date:04/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for a free trial of FamilyTime app (billed by Paddle.com), was told credit card WOULD NOT be charged until trial ended. However, card was charged immediately. When I attempted to download the app, I discovered it was a scam. Within an hour, I cancelled the free trial and adamantly stated NOT to charge my card. Was told "Don't worry, you card will not be charged." However, it already was. I expressed my displeasure at having my card charged and was told they had "already notified billing" and a refund would be processed. Ironically, the same "sales" associates were also the billing department (same names). I was passed off between ********************* and *****************************, each seeming to try to play the part of "billing," when they had both acted as sales associates. They informed me it would take a couple weeks. After 2 weeks past, it was then "***** working days." Now, almost a month later, still no refund, just different excuses each time I contact them. (BTW - they conveniently don't have a phone number. When I asked for a phone number to reach someone in billing, I was told, "We haven't set up that department to be able to do business over the phone yet.") Different excuse each time.

  Business Response

  Date: 04/16/2024

  Hi Better,

  Thanks for reaching out.

  Paddle is a software reseller and we help software companies around the world sell their products.

  I wasn't able to locate any matching transactions linked to your email address, but not to worry, we can still help.

  We have a dedicated support site where you can self serve all common requests, including all the options to manage subscriptions

  Please follow this link to  ******************. I'm a virtual assistant, available 24/7 to help you resolve this matter.

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Paddle.com Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:03/25/2024

  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.

  Paddle.com continues to charge my credit card $10.00 every month and makes it impossible to cancel my subscription. The website tells me that if I want to cancel my subscription, I have to do the following:"To cancel a subscription billed by Paddle, visit our support chat on paddle.net"The site will then ask me to enter my email address to locate my purchase, then send me a link to "verify (email) and show purchase", to which then it will show me the purchase amount, date, etc. But there is no cancellation... just "get help" and "try again", which will take you through the same occurring loop (enter email, visit support chat, click link in email, shows purchase information". There is NO WAY of cancelling subscription. Even more frustrating is when I call my credit card company to block charges, they tell me that they are unable to block Paddle.com (they change their name frequently enough on billing to make it impossible to block charges). So now I have to cancel my credit card!This company is horrible for not allowing individuals to cancel subscriptions. STAY AWAY FROM ******

  Business Response

  Date: 03/27/2024

  ***** ********************************** ************************************ ** ****** ** ****** ***** ******* ***** *** **** **** ** *** ***** ********** *********************************************** ******** *** **** * *** ******* **** *** ******** *** ********* *********

   

  Hi Better,

  Thanks for reaching out.

  Paddle is a software reseller and we help software companies around the world sell their products.

  I wasn't able to locate any matching transactions linked to your email address, but not to worry, we can still help.

  We have a dedicated support site where you can self serve all common requests, including all the options to manage subscriptions

  Please follow this link to chat with me, ****. I'm a virtual assistant, available 24/7 to help you resolve this matter.

   *****************************************************************

  
  

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Paddle sent you an automated response that didn't address the issue. Here was their response to YOU (BBB), not me: 

  "Hi Better,
  Thanks for reaching out.
  Paddle is a software reseller and we help software companies around the world sell their products.
  I wasn't able to locate any matching transactions linked to your email address, but not to worry, we can still help.
  We have a dedicated support site where you can self serve all common requests, including all the options to manage subscriptions
  Please follow this link to chat with me, Kino. I'm a virtual assistant, available 24/7 to help you resolve this matter."

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

  Business Response

  Date: 04/17/2024

  Sorry,but i didn't find any payment under his email address.It should not be our product.

  Customer Answer

  Date: 05/08/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/12/2024

  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 canceled my annual subscription with NordVPN. They still processed my charge. I disputed and NordVPN honored it. I can provide even more proof than the attached. Their 3rd party billing company Paddle.com refuses to honor this and even charged me a 35 dollar late fee while under dispute bringing total to ******. **** confirmed and refunded my billing but paddle.com refuses to talk to me and says it is against their policy. This is ********. ******.

  Business Response

  Date: 03/27/2024

  From: [email protected] <[email protected]> On Behalf Of Paddle
  Sent: Tuesday, March 26, 2024 1:46 PM
  To: BBBNY Complaints <*********************************************>
  Subject: You have a new message from the ******** BBB complaint #********

   

  Hi Better,

  Thanks for reaching out.

  Paddle is a software reseller and we help software companies around the world sell their products.

  I wasn't able to locate any matching transactions linked to your email address, but not to worry, we can still help.

  We have a dedicated support site where you can self serve all common requests, including all the options to manage subscriptions

  Please follow this link to chat with me, ****. I'm a virtual assistant, available 24/7 to help you resolve this matter.

  ********************************************************************************************************************************************************************************************

  
  

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   This is obviously untrue. Attached you will an excerpt from my bank statement (with unrelated charges blacked out. There is a 35 dollar late fee during my dispute (which was resolved with Nord per my previous document sent). And then there is the yearly charge.

  The other excerpt is a piece of information from Nord stating to resolve with Paddle.com

  I want my 140+ dollars back. 

   Paddle.com is not a real company. It is fraudulent. It literally responded to your message with 'Dear Better'.

  What the heck. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/12/2024

  Hi,

  Thanks for reaching out.

  Paddle is a software reseller and we help software companies around the world sell their products.

  I wasn't able to locate any matching transactions linked to your email address, but not to worry, we can still help.

  We have a dedicated support site where you can self serve all common requests, including all the options to manage subscriptions

  Please follow this link to chat with me, ****. I'm a virtual assistant, available 24/7 to help you resolve this matter.