Wisely Pay complaints

Thank you for raising your concerns. Unfortunately, we were unable to speak to you directly or leave a message. Our records indicate you called on March 8, 2024, to initiate a dispute claim for six transactions, of which 3 were in pending status, totaling $592.02. Due to the reported unauthorized charges made to your account, the card was locked to prevent any further unauthorized activity from posting and a replacement card was processed. By March 9, 2024, communication was sent to you, to notify you that the pending transactions had settled, resulting in a dispute claim totaling $547.43. Records show the card was received and activated on March 18, 2024. To assist us in resolving your claim, at the time of claim initiation, we requested a signed Statement of Fraud form from you, which was mailed to your address on file. Records show the form was received on March 23, 2024. Our investigation began immediately after the transactions were reported and on March 18, 2024, our investigation finalized, determining that no error occurred, and a resolution letter was sent to you. Upon receipt of your social media complaint, your claim was re-reviewed on April 1, 2024, and based on re-evaluation, the claim was granted in your favor, so your account was credited for $547.43 on this same day, and a resolution letter was mailed to you. On April 3, 2024, we received this complaint. We thank you for allowing us the opportunity to resolve this matter for you.

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Thank you for your inquiry. We apologize for any inconvenience you may have experienced and appreciate the opportunity to address your concerns. Unfortunately, we were unable to speak to you directly by phone or leave a voice message regarding the details of your complaint. Our records indicate you called on September 22, 2023, to initiate a dispute for one transaction totaling $253.00. Our investigation began immediately after the transaction was reported. On October 6, 2023, your account was provisionally credited in the amount of $253.00, plus associated fees. However, on October 10, 2023, the investigation completed, determining that the claim did not finalize in your favor and a resolution letter of the claim denial was sent to your email address on file which matches the one in your complaint. The resolution letter also included that the provisional credit previously issued for $253.00 would be reversed from your account on October 18, 2023. Upon the receipt of your recent inquiry, we re-reviewed your claim, determining that the final decision made on October 10, 2023, stands. That decision was sent to you via letter to notify you of the claim outcome on January 3, 2024. For further assistance with the transaction, we advise you to reach the merchant directly. We apologize we have not been able to deliver the resolution desired.

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