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ProPay Complaints Summary

2 Resolved
2 Unresolved
Our verdict: While ProPay has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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ProPay complaints 4

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9:42 pm EDT

ProPay Credit card processing

Terrible! Cheats! Ransomware !
I am a Mary Kay consultant and I had a returning customer. They have holds in both transactions due to their shifting reasons. One reason was because they thought I was splitting a charge.
Second time they said because they believed it wasn't a Mary Kay transaction. I sent documentation and yet they are still holding my customers funds! How am I supposed to go knock on someone's door and ask them to reverse the transaction and give me cash instead!?!? Ridiculous business practice. Let alone I will lose a customer.
NEVER Do business with propay!-use PayPal! PayPal doesn't charge an annual fee and does not charge for their card reader.

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9:51 pm EST

ProPay Avoid them

I had an account with them for 5 years and was notified by email that my account was immediately terminated. They've arbitrarily decided my business is high risk, so they said the only way to keep the account open was to give them $1000 to hold for 6 months!

By phone, I was told they made a mistake and should not have opened the account. They said this was the first time anyone has looked at my account. (In 5 years, whose fault is that?). How can my account be considered high risk after 5 years without any issue, complaint or charge back on my account?

Also, they didn’t even give me time to find a new company even though I paid them an annual fee. Avoid using this company at all costs as they will find some arbitrary reason to terminate your account at a moment’s notice, even if you’re a long term customer with no complaints.

If this is how they treat long term customers, you can only imagine the rest!

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5:50 pm EDT
The complaint has been investigated and resolved to the customer’s satisfaction.

ProPay Unfair charges and balance ON HOLD

Propay collects fees for a transaction like other processing companies, however unlike other processors, if you have a return you can not refund the customer the full amount without adding funds to your Propay account because the fees charged by propay are not canceled. YOU pay the fees regardless of the any refund. I even had two transactions that processed and then propay put a hold on the transactions. Even though the funds from transactions were never released (completed) I had to pay the fees. The fees were not available in my account at the time the transaction were voided so they took money from my checking account to pay the fees.
Lots of heart burn with these guys, but still continued use them as an alternative for those people who refused to use PAYPAL
Well, The last straw finally came July 24, 2009, without prior notice, Propay said they were going to indefinitely hold $5000.00 in my account to pay POSSIBLE charge backs in the future. I am a small business and $5000 in inventory loss is a substantial problem. I would have to barrow $5000, pay interest 12%, and while my $5000 is just on hold.

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West Jordan, US
May 04, 2010 5:15 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

if you both would actually read the ProPay legal agreement it goes over all of your issues, looks like stupidity is its own reward

, US
Sep 09, 2009 9:12 pm EDT

beware! pro pay did this to me, I just added pro pay to 2500 of my ebay listings and 2 days after I finished they sent me an email stating they were going to hold $5000 in reserve. I have called but no one from pro pay will return my call, they finally returned an email stating that they have closed my account. This company has hidden agenda and I would not recommend this service.

Is ProPay legit?

Our verdict: ProPay has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores ProPay's position as a benchmark of trust and quality within its industry. Users and clients of ProPay can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

ProPay earns 100% level of Trustworthiness

Perfect Trust Endorsement: ProPay achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for ProPay. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

ProPay has registered the domain name for for more than one year, which may indicate stability and longevity. has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows ProPay website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information. you are considering visiting, which is associated with ProPay, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Several positive reviews for ProPay have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

ProPay website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction. regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from ProPay.

However ComplaintsBoard has detected that:

  • ProPay protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to ProPay. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
12:00 am EST
The complaint has been investigated and resolved to the customer’s satisfaction.

ProPay Fraudulent non-fee reimbursement

I have been using Propay for about a year but today was an eye opener!

I sold an item on eBay for 499.00, the buyer paid with CC via Propay. The buyer asked to return the item and I agreed. After he returned it to me I issued almost a full refund (minus shipping).

Now here is the issue, Propay charged me $16.60 for the $499 transaction. But did not refund any of the fees once the refund was given PLUS added .35 cents fee. I then used the online and here is the conversation...
A customer service representative will be with you shortly. ProPay's Secure Live Chat is available weekdays from 6:30am MT to 7pm MT. We appreciate your patience.
ProPay's Privacy Policy
You have been connected to Nancy R.
Nancy R: Hi there! Thank you for contacting ProPay. How can I help you?

Tyrone: Hello, I did a refund but the fees were not refunded
Nancy R: How long ago did you initiate that refund?
Tyrone: 12/22/2006
Tyrone: today
Nancy R: If I can get the e-mail address of your ProPay Account, I'll be better able to help.
Tyrone: [protected]@******.***
Nancy R: The funds were sent back. It may take the card issuing bank several days to process the refund.
Tyrone: no not the funds to the customer
Tyrone: the fees I paid on the $500
Tyrone: the $16.60
Nancy R: I'm sorry, I still don't understand.
Tyrone: Propay charged me $16.60 to process the $500 charge
Nancy R: Yes. That sounds about right.
Tyrone: I refunded most of the trans, but I did not get back the the processing fees
Nancy R: Because the card was still processed, we will not be returning the processing fees.
Tyrone: WHAT!
Tyrone: show me where in the EULA does it say that!
Nancy R: I'm sorry, what is EULA?
Tyrone: End user license agreement'
Nancy R: Have you read through our Payment Services Agreement?
Tyrone: Yes
Nancy R: I don't know if it will include that information specifically but I can tell you that because we are charged those fees by Visa, MasterCard, etc, and are not refunded, we also do not refund them. Let me do some research and I'll try to find the information you're looking for.
Tyrone: Every other service refund these amounts
Tyrone: you never mention anything about not refunding processing fees during a refund
Tyrone: even your help section says you only need the amount of the
Tyrone: transaction + .35 cents
Tyrone: nothing about not being refunded the processing amount
Tyrone: Show me anywhere where it says that
Nancy R: I would be delighted to show that to you. It will take some time to locate. Could I e-mail you with the information as soon as it is found?
Tyrone: your help section says:
Tyrone: f you issue a full refund after the transaction has been processed and settled, or a partial refund at any time, the fee ($0.35) will not be refunded to you, and you will be required to have enough money in your account to process the refund. Transactions are processed each evening.
Tyrone: No,
Tyrone: you don't know it because it does not exist
Tyrone: I demand a refund of the Fees
Nancy R:The fees are non-refundable. Have a nice day.

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