Horrific Support. The Risk Management department is not accessible to Braintree clients. A ticket must be submitted to the Fraud Tools department, which does not have the capability of addressing a carding attack, nor do they have the authority to elevate a ticket to the actual Risk Management department. 5 days, multiple tickets, calls to the PayPal parent company (also claiming they can't reach Braintree) and over 165,000 fraudulent credit card authorization attempts against our merchant account, the Risk Team finally noticed a problem and shut down our account. We sent so many tickets to them begging for help. We finally got a manager who blamed our website for the breach. We have incredible fraud protection AND there was no fraudulent activity shown in our traffic, shopping cart or code. We immediately changed our merchant bank before they even noticed the carding attack on their side. We were back to business and on our their side, the authorizations were still piling in by the minute. We sent a very well written account of our experience with them, the attempts at reaching them, the proof that the problem is on their end from a technical position, and they sent a defensive response in return trying to explain away their slow response, while rejecting blame for the problem. Our account was never accessible to us once they froze it. Luckily we were able to void most of the authorized transactions before the account was frozen. 3 weeks after the date our account was closed, they electronically debited our checking account for charge backs they failed to void before closing our account. My bank quickly reversed the charges and permanently blocked Braintree's electronic access to our account. The chargeback didn't bother us as much as accessing the our bank account without notice and AFTER our account was closed. They have a track record of ethical problems according to many other client reviews. We're just one of many that have a story of our own.
