Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the only reason i have to deal with Hyperwallet is because ****** Airlines uses them to payout baggage claims. I would never use this company for anything as they really do not care about their clients. On March 18th ****** airlines issued me a payment of 157$ via Hyperwallet for a damaged bag claim. I have yet to receive the payment.I have opened numerous tickets with them and their management team. It is currently June 17th. I was asked to verify my ID on April 30th to which I did send a picture of my drivers license. Called again two weeks later to speak with a manager and they assured me that they would fix this issue. they didn't.called again a couple of days later and spoke to a manager and they stated they would call me the next day and they didn't

  Business Response

  Date: 24/06/2024

  June 24, 2024
  
  RE:Better Business Bureau Complaint No: 21860702
  
  Dear ***********************,
  
  I am writing on behalf of HSI ******** (Hyperwallet) in response to your complaint (Complaint) to the Better Business Bureau. Please see below for further details on the Complaint and our response.
  
  By way of background, Hyperwallet markets a payment disbursement product to corporate clients, such as ****** Airlines (Merchant), as a means of paying their independent contractors, clinical trial participants, distributors, and vendors. Services provided to our customers include money transfer services,technology services, and customer support services. Money transfer services include disbursement of funds via prepaid debit card through partnerships we have established with card-issuing banks.
  
  Your Complaint stated a payment was sent to you by the Merchant but you have not received it.You requested the payment be placed into your Hyperwallet account. I regret the frustration and difficulty you experienced with the missing payment on your Hyperwallet account. I understand how being told you received a payment and not seeing it on your Hyperwallet account would be a cause for concern and I appreciate you bringing it to our attention.
  
  Response
  On March 18, 2024, you created a Hyperwallet account ("Account") at which time you agreed to Hyperwallet's User Agreement. On that same date, you provided your bank account (Bank Account) information to Hyperwallet to be used for eligible withdrawals.
  
  On March 18, 2024, you received a payment in the amount of $157.50 CAD (Deposit) from the Merchant. On that same day, you transferred $157.50 CAD (Transfer) to your Bank Account.
  
  Upon the receipt of your Complaint,a further review of your Account was completed. As a result of this review, we see that the Deposit was received into your Account and the Transfer completed to your Bank Account.
  
  Additionally, we see that your Account is currently in Pre-Activation status, which may affect some Account features. To further assist you, I have resent the activation email to you so you can complete this step.
  
  I recommend logging into your Account and reviewing your transactions and you can verify the information described above.
  
  I am glad I could provide clarity to the status of your Account, including the Deposit and Transfer, and I regret any inconvenience this situation may have caused you.
  
  Explanation of Closure
  Hyperwallet's actions in this matter were taken in good faith and in accordance with the User Agreement and online *********** articles when processing the Deposit and Transfer on your Account as described above.
  
  We offer our sincerest apologies for any difficulties you may have encountered while using our services. Should you experience any future difficulties with our services, please feel free to contact Hyperwallet **************** at *************************************
  or *************** of ****** Customer Complaints & Advocacy at ************************** if you have any questions or concerns or if we can be of further assistance.
  
  Respectfully,
  
  **********
  ****** Customer Complaints & Advocacy
  *******Inc. (on behalf of HSI ********, a wholly owned subsidiary of ******* *****

• Initial Complaint

  Date:08/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 26th I recieved an email stating that a transfer had been requested from my Hyperwallet account with ***** ******* I did not request this transfer so I contacted Hyperwallet within 6 hours of the request to let them know that I didn't request these funds to be released. They then froze my account and asked for ID to verify I was who I said I was. They had already released the funds through ******. There system says that for funds to be released through ****** the email addresses needed to match what was on system. They did not match but Hyperwallet released the funds away. Now they refuse to refund me the money they released to the wrong person living in the wrong county that has the wrong email address. This is not a safe or secure system to used to transfer funds. Please be ware and use another program to process your transfers.

  Business Response

  Date: 14/06/2023

  
  June 12,2023,
  
  ********************************* *** ****************** ********** *****
  
  RE: Better Business Bureau Complaint No: ********
  
  Dear *******************,
  
  I am writing on behalf of HSI USA Inc. (“Hyperwallet”) in response to the above-mentioned complaint.
  
  By way of background, Hyperwallet markets a payment disbursement product to corporate clients, such as [senders name], as a means of paying their independent contractors, clinical trial participants, distributors, and vendors. Services provided to our customers include money transfer services, technology services,and customer support services. Money transfer services include disbursement of funds via prepaid debit card through partnerships we have established with card-issuing banks.
  
  Your complaint stated an unauthorized transfer was made through Hyperwallet to a ****** account you do not recognize. You requested Hyperwallet reimburse you for the unauthorized transfer. I regret the frustration and difficulty you experienced with the unauthorized activity on your Hyperwallet account. I understand how receiving notice of a transfer from your Hyperwallet account without your authorization would be a cause for concern and I appreciate you bringing it to our attention.
  
  Response
  On October 17, 2019, you created a Hyperwallet account ("Account") at which time you agreed to Hyperwallet's User Agreement.
  
  On May 26, 2023, your Account was accessed by a third party, who supplied your email address and your then-current password to gain access to your Account. That same day, a transfer (Transfer) was initiated from your Account to a ****** account in the amount of $562.29 that included a fee of $1.00, totalling $563.29.
  
  Later on that same day, you contacted Hyperwallet via email and reported the Withdrawal as unauthorized. This prompted us to initiate an investigation of the transaction.
  
  The investigation into your claim of unauthorized activity included looking at your Account login history and payment history. Your Account was locked to prevent further unauthorized activity and a photo ID was requested to confirm your identity. Additionally, a recall request was submitted to return the funds from the Transfer to your Account.
  
  On May 29, 2023, you provided your photo ID to Hyperwallet.
  
  On May 30, 2023, Hyperwallet Support advised that the recall request was unsuccessful.It is important to note that once a transfer has completed, Hyperwallet is unable to recall the funds to your Account. Although Hyperwallet is a subsidiary of ******* they have their own processes and procedures as their business model is different, and you will need to work with ***** ****** for reimbursement for this Transfer.
  
  On May 31, 2023, a second attempt was made to recall the Transfer to your Account.
  
  On June 6, 2023, Hyperwallet reviewed your photo ID and unlocked your Account, as we were able to verify your identity. Additionally, advised that the second recall request was unsuccessful.
  
  In regards to seeking reimbursement from Hyperwallet for the transfer. As stated in section 2.5.1. of Hyperwallets Terms of Services states,
  
  You are responsible for maintaining adequate security and control of any and all IDs, usernames,passwords, personal identification numbers (PINs), or any other codes that you use to access the Pay Portal or to receive the Payouts. You expressly acknowledge and agree that failure to maintain the security of these items may result in unauthorized transactions and/or loss to you for which Hyperwallet is not responsible to reimburse you or otherwise pay you for any such loss. You agree to notify Hyperwallet immediately of any unauthorized use of your Pay Portal or any other breach of security. You will be responsible for any transfer of funds request received via your Pay Portal unless we are notified of unauthorized use in the manner set out in these Terms and Conditions. You are urged to take appropriate safeguards before downloading information from the Pay Portal. We assume no responsibility for any damages to computer equipment or other property that may result from use of the Pay Portal or downloading anything from the Pay Portal.
  
  Further stated in section 5.3.1 of Hyperwallets Terms of ******* states,
  
  You agree to indemnify and hold Hyperwallet, the Affiliates, its shareholders, subsidiaries, directors,officers and employees, harmless from any loss, claim, demand, or damage (actual and consequential) of every kind and nature, known and unknown,suspected and unsuspected, disclosed and undisclosed, including all third-party claims, liability, losses, expenses, damages, fines, penalties (including damages awarded or settled amounts and reasonable attorneys fees), arising out of or in connection with your breach of these Terms and Conditions, your relationship or dealings with your Payor, use of the Pay Portal or receipt of the Payouts through any of the Payout Methods.
  
  Additionally, stated in section 4.1.4 of  Hypwewallets Terms o ******* states, 
  
  You further agree, without limiting the generality of the foregoing, that Hyperwallet shall not be responsible or liable to you for: unauthorized access to or alteration of your transmissions or data, any material or data sent or received or not sent or received, or any transactions entered into through the Service.
  
  Upon receipt of your complaint,Hyperwallet conducted a thorough review of your concerns and found we were unable to recall the transfer to the ****** account. Accordingly, we have declined your request for reimbursement. Please have your local law enforcement with whom you filed the police report with, reach out to ******s ****** *** *********** *********** team by email at **************************** The ****** *** *********** ********** team handles all law enforcement inquiries for ****** and its adjacencies
  
  Advise the requestor that the ****** *** *********** ********** team requires the following information to follow up with the request:
  
  1.            ****************************** Name + Country + Address (with road name & number) 
  2.            Law **************************** Policemans ID + name
  3.            Contact Phone Number: Country Code + Phone Number
  4.            Contact Email ************************ email address if applicable 
  5.            Hyperwallet account: Any ********************** Identifier including but not limited to: Name / Address / Date of Birth / ID / Email /last 4 digits of Prepaid Number / last 4 digits of Bank Account.
  6.            Law Enforcements request: the Official document (copy of the subpoena, summons, or production order outlining the request), if provided via email.
  7.            Best call back time: Range of Date & Time.
  
  In regards to the ****** accounts the funds were sent to, in order to prevent fraud and help ensure the safety of the ***************** ****** routinely reviews account activity. While we cannot comment on any actions we *** take on any account that is not your own, I can assure you that any accounts found to be abusing our online community or policies will be addressed and can result in permanent separation from the service.
  
  I understand this is not the response you were hoping for, and I am glad I could provide clarity on where to obtain the information you are requesting. I regret any inconvenience this situation *** have caused you.
  
  Explanation of Closure
  We appreciate you bringing this matter to our attention and offer our sincerest apologies for any difficulties you *** have encountered. Hyperwallets actions in this matter were taken in good faith and in accordance with the Terms of Service. As stated above, you will need to work with ***** ****** for further resolution as we are unable to recall the Transfer to your Account.
  
  Should you experience any future difficulties with our services, please feel free to contact Hyperwallet **************** at *************************************
  
  Very sincerely yours,
  
  Nicholas Y.
  Executive Escalations
  *******Inc. (on behalf of HSI ********, a wholly owned subsidiary of ******* *****

  Customer Answer

  Date: 18/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I have not recieved proof that the account was accessed using my then current email and password.  I believe this is a ***.  How would someone from ****** get this information? Why did you not follow your procedures and go through an authentication process if the ****** account email address did not match the email address on file? You do not have adequate security parameters to protect your users. I was not given an opportunity to prevent this transfer, that was fraud, from being completed. How is that fair to your users? 

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/07/2023

  
  Dear *********************************,
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always,you can reach us by visiting our Contact page on the ****** website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  ******