Similar to the other most recent review, my review concerns WePay which is a partner Marchant Service Provider of FreshBooks to process credit card and ACH payments. FreshBooks ought to seriously consider the viability of its partnership with WePay before more negative experiences reflect badly on the company. Yesterday our small business’ WePay account was closed with a 2-minute prior warning, stating the following:“Unfortunately, we can no longer support your business because your account falls under a category of which we are declining to process.[here is an idea, why not actually say what that “category” is or provide the actual basis for closure, e.g. charge backs (never since opening this past March), fraudulent activity (none whatsoever), type of business (I am a sole proprietor.) Businesses that use the WePay tool are held to a professional standard of communication with their customers, shouldn’t WePay be held to the same standard?]“At this time, with the information provided on your business, we are unable to continue processing payments for your account.More specifically:“After careful review, it has been determined that we will no longer be processing payments for your account. Any funds in the account have been placed in reserve and will be reviewed for potential release in 120 days from the closure date.If your balance goes negative, we'll recover those funds from your bank account. For full details, please refer to our Terms of Service.”[the “more specifically” part still does not give the reasons for sudden closure.]Communication - WePay, you owe it to your customers to COMMUNICATE before closure, and email is not communication. You say after careful review, when did that review process start and why did it not involve the customer with communication? Personal service - WePay is owned by Chase. I get it is a giant company, but our small business banks with Chase. Why close a Chase product? Where is the customer service? I am lost in the sea of bureaucracy. Impact - being a small business owner who spends a lot of time in the field, I rely on systems to save time, make payment processing easier, which add value. Now I have to take time away from making money, with the threat of not having access to monies held because of some cryptic set of rules that are not explained to WePay customers. All of this makes for one of the worst customer experiences I have ever had and this is not like a dining experience, this is a professional product upon which several livelihoods depend.
