Review Time
Absolutely zero customer service. Have tried and tried to contact them. Customer service should be a priority for braintree considering for most businesses selling online the payment gateway is one of the most important aspects. Hard to imagine anyone would trust this company.
UPDATE: I want to be fair, so a quick update. A few days after publishing this review, Braintree Risk Team sent me an email saying "after an additional review of your account" it seems that everything is fine. Excuse me? This company just sent me multiple emails and wanted me to pay, now after an "additional review" it's gone? Just wondering what happens if I pay this fee (I'm so glad I didn't)? Easy money?-----This company is a true nightmare, possibly the worst you can choose. I used their services for a few months in 2019/2020, but their fraud protection system is simply not working - a credit carding attack happened with hundreds of fraud transactions, some of them were successful. I refunded all of these transactions and contacted customer support immediately. After months of emailing (their reply time is ridiculous) I was told that everything is fine, I provided all the info they need and this "fraud" case is closed. I also decided to close my Braintree account asap, I was so fed up with this company. Now years later (!!!!!!) out of thin air, they contacted me again and told me I have a negative balance and I need to pay (no official email, it was sent from "Kimberly" which looked really phishy - but then I found out it's really from Braintree). I asked them to provide me with more details because my account is already closed, I can't log in and I can't check anything. After asking them multiple times, they sent me an Excel file formatted like it was edited by a 5 year old with a few transaction IDs and a negative balance. This negative balance is the result of chargeback fees, they don't care if the amount was already refunded by me (I provided all the documents to prove that none of these funds were settled and transferred to my bank account, I also attached our email thread when they asked me to refund everything immediately - so I did). They say they are "liaison" only between me and the bank (which bank by the way) and they can't do anything, I need to pay. I'm still trying to get some OFFICIAL info, more details about this transaction and chargeback, no luck. All they say is "your account shows a negative balance, you have to pay". My account? The account I closed years ago? When I closed my account, where was this negative balance? They told me everything is fine, case closed. What's the guarantee they won't reach out to me in the future again forcing me to pay even more????? Absolute scammers, worst decision of my life. I don't know how this company can even legally exist, I'm afraid I need to contact my lawyer because I'm not too comfortable with paying such "hidden" fees with literally 0 information, or without seeing any official documents (e.g. from the so called "bank" they are talking about). What they do is ridiculous and unfair, they don't care about the customers at all, no protection, nothing. Everything is unprofessional, they act like a small garage company with 2 employees doing all the work. Just read all the reviews here, the scary thing is I'm not the only one. The same scheme happened with many customers: you register (if you can, lucky if you can't) -> you add the checkout to your webshop and enable the so-called fraud protection -> after a few weeks/months a credit card attack happens (fraud protection is not working at all) -> if you're smart, you refund all the transactions ASAP, but if you're not, you'll face hundreds or even thousands of USD/EUR in chargeback fees (1 chargeback is 30EUR fee, I had more than 30 transactions, do the math). I'm using payment gateways since 2015, never ever had such problems with any other provider. One question though: all the big tech companies on their website, do they really use Braintree as their checkout system? Are there any proof? After seeing the quality of their services, I just can't believe it. Simply can't.
As for the other reviewers the same happened to me. I stopped receiving disbursement without any warning, and note that I have been with Braintree 8 years. Suddenly stopped paying me, over 8k euros help captive. In 2 weeks I have received one email from support.
FTC Complaint Pending.We've opened a ticket 6 days ago and a follow-up ticket for support. Absolutely zero response. Nothing. This is unacceptable. Our other company recently switched to another merchant and we will be following their lead. In the meantime, though, we will be submitting an FTC and State AG complaint against Braintree.
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.
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