WePay Customer Service Issues

Dear WePay Support, My husband, Brian Gorrell, and I, Matthew Costello, are Canadian citizens who faced a medical emergency during our honeymoon in Cuba in February [redacted]. To cover the mounting hospital bills, we set up a GoFundMe account where we raised $[redacted] from friends and family in Canada. In order to access these funds, we had to create a WePay account, but it was subsequently locked for investigation, leaving us in a difficult situation. Both of us have health challenges - I am receiving mental health treatment, and Brian is an HIV-positive two-time cancer survivor. The stress of this issue has impacted our well-being and his recovery. We are now struggling to obtain a license from the United States Treasury to release the funds raised through GoFundMe Canada via WePay. Our attempts to address this issue with GoFundMe Canada and WePay have been met with dead ends as we face a confusing loop between the two platforms. We are reaching out for your urgent assistance to resolve this matter as it has been distressing and financially burdensome for us. We hope for a prompt resolution to this challenging situation. Sincerely, Matthew Costello GoFundMe Account: [redacted] WePay Account: [redacted] Address: [redacted] - [redacted] Broadway Avenue, Toronto, Ontario, Canada, M4P1V5 Phone: [redacted] Contact Info: Matthew Costello - [redacted], [redacted] Brian Gorrell - [redacted], [redacted]

My client's payment seems to be stuck for some unknown reason. I was attempting to set up a separate Joist app to purchase the Pro version, but everything became a mess. Now, several days later, I find myself without any funds to purchase supplies for my work for the client. I urgently need this issue fixed within the next hour and a half. If not, I will have no choice but to shut down this app, close my bank account with Chase, and leave negative reviews. This work is crucial for me.

Hello. I need to confirm my identity to access the funds from my gofundme Canada account. They require a valid Canadian license or ID, but I am a US citizen with a US passport and only hold a temporary license due to a work trade rental agreement in Canada. I do not handle utilities or have a fixed residency. I possess a US passport along with a California work permit. Unfortunately, I do not possess the specific documents they are requesting. Is there an alternative method for verifying my information or other documents I could provide to ensure I can access the funds from my campaign?

I am Mrs. Faith, the administrator of We Pay Investment. I am contacting you from our headquarters in Abuja, Wuse Zone 3, opposite the Customs Office. We offer an opportunity where you can double your investment within 45 minutes and receive instant alerts. If you experience this success, we encourage you to share it with your friends and family. After sending N80,[redacted] to We Pay through me, I guided you through the process. Following your initial investment of N50,[redacted], I informed you that to activate your alerts, you need to register and document your profile as a new subscriber. There are fees for registration and documentation totaling N20,[redacted] and a possible payout of N10,[redacted]. Once N30,[redacted] was paid out, a further upgrade to the next level of We Pay (N20,[redacted]) was required for an immediate transfer of your payout to your provided account. I apologize for any inconvenience and appreciate your participation in our program. For further communication, please reach out to me at [redacted]2. Thank you.

I recently created an account using the SignUpGenius App. After going through the process of submitting all the required information and making a payment for a bus trip, there have been issues with accessing the funds needed to pay for the trip. Initially, a payment was deposited on Monday but withdrawn on Tuesday due to a request for additional personal information of our treasurer, which was not initially requested by WePay during sign-up. Unfortunately, we are now in a situation where the bus company needs to be paid, and we are unable to access the funds. It is frustrating that there is no customer service number provided, and the only means of communication available seems to have a lengthy resolution time of 81 days.

Dear WePay, I have encountered multiple issues with withdrawing funds through WePay. Even after contacting GoFundMe, they have informed me that WePay has not released the funds owed to me. I have attempted several times this week to update my bank information, which is also with Chase, assuming there wouldn't be an issue since WePay is linked to Chase. Each time I update my details, I receive a confirmation email, but the issue persists. If this matter is not resolved by Feb3, the remaining funds are to be refunded. I am reaching out for assistance - could someone contact me directly or provide a number to speak to a representative? When attempting to call, the system only provides options for companies setting up projects, not for individuals in my situation. This experience has been frustrating, and I hope for a prompt resolution. Sincerely, Yada Mak

Hello, my name is Desmarie Taylor, the Owner of A Taste Of DES Catering, LLC. I am awaiting a $[redacted] payment that was transferred on May 6, [redacted], to WePay but was denied and sent back to my Chase account. I have not received a reason for the denial. How long will it take for WePay to transfer the $[redacted] back to my account? Your assistance is greatly appreciated. Thank you in advance.

Our non-profit's WePay contact, our Treasurer, is having trouble logging into WePay as she seems to have forgotten the password I used when setting up our Constant Contact account with WePay as the processor. I am the website developer and a member of the non-profit's steering committee who entered her email as the WePay contact. This week, I tried to walk her through the password reset process WePay provides over the phone, but she was unsuccessful. I assisted her in submitting a ticket, which WePay acknowledged. As of now, she has not heard back from the support team. The account was created in March, and she has delayed setting up her login and submitting our Chase bank account details. Please advise on what steps she should take or if there is anything I can do to help resolve this. Our first campaign started a week ago (SIS2021), and transactions are going through smoothly. You can contact me at the email provided for any assistance.

I received an email from WePay stating that my $[redacted].45 withdrawal on 07/09 has been canceled and the funds are back in my account. It seems that my account type needs to be updated to Limited Liability Company (LLC) as my business may be registered as one. To do this, I need to log into my WePay account and provide the required business and personal information under the LLC entity type. Failure to update my information may result in payment processing issues. If I am not an LLC, I should contact WePay for further assistance. The email also apologizes for any inconvenience caused and offers help if needed.

I am experiencing an issue with receiving my refund. I have contacted Christian Global Outreach Ministries regarding a $[redacted] refund taken from my account by WePay on January 23, [redacted]. I recently received an email dated May 4, [redacted], at 6:34 pm from Global Christian Outreach Ministries stating that they attempted a refund through WePay, but it was not processed. I have been trying to resolve this for five months since January. I urgently need the $[redacted] refund to be credited back to my credit card without further delay. Kindly ensure the refund is processed by Global Christian Outreach Ministries through WePay. I prefer to avoid email correspondence going forward. Please reach out to me at [redacted]. Thank you, Victoria J Shaffer [redacted] 32nd St. E Ellenton, FL [redacted]

Good morning, I would like to report the following: On the evening of Wednesday, 18/01/[redacted], I placed an order for the item "New Balance Furon V6+ Dispatch jnr FG Black mit Gunmetal" on the website "www.gruene-niederbarnim.de". That same evening, at 6:59 PM, I received an email from you with the following message: "Hi Juri, Thanks for your $38.75 payment to CHRISTOPHER R LLC. Unfortunately, your payment wasn't processed. This can happen for a variety of reasons. We recommend working with the person you were attempting to pay before submitting this payment again. We apologize for any possible inconveniences." Upon checking, the company CHRISTOPHER R LLC. was found to be a US General Contractor dealing with construction materials. Therefore, I request clarification and resolution of the payment issue, with cancellation if purchasing from the site "www.gruene-niederbarnim.de" is not possible due to payment difficulties. Despite my attempts to contact Gruene-Niederbarnim through the channels on their website, resolving the issue has been unsuccessful. I look forward to your prompt response. Best regards.

I have been charged for an item purchased on the last day of April at 8:41 pm, which I did not order. I would like this charge of $1,[redacted].00 removed from my bill as I believe I have been scammed. No one except me has had access to my card, so I am concerned. Please provide more information on this matter and urgently resolve this issue. I have been unable to reach anyone via phone, so any assistance through this forum would be appreciated. Thank you.

I serve as the Secretary for the Society for Integrative Oncology (SIO) [www.integrativeonc.org], a nonprofit organization. Our WePay account is currently handled by Graham Hauck of Hauck & Associates. Mr. Hauck was recently convicted of wire fraud and embezzlement, which is deeply concerning for us. We urgently require assistance in blocking his access to our WePay account and transferring login information to the SIO Executive Committee, specifically Treasurer Ana Maria Lopez, MD, MPH (email: [redacted]) and President-Elect Santosh Rao, MD (email: [redacted]). As a US-based officer, it is imperative that we address this situation promptly. I have submitted two support tickets on 05-11 and 05-12 through the WePay customer service portal, however, we have yet to receive a response. Time is of the essence as we must secure our account from Mr. Hauck's access. Your immediate attention to this matter is greatly appreciated. Thank you. Sincerely, Jodi MacLeod, Secretary at SIO