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Resposta da bankful.com

Há 5 dias

Hi Darius,
We understand this has been a frustrating experience, and we appreciate you bringing this to our attention.
We reviewed the account and found no formal cancellation request on file. Our team has since addressed this matter with you directly, and we hope our efforts have proven worthwhile and satisfactory to your needs.
We appreciate the opportunity to address your concern.
-Bankful

Resposta da bankful.com

24/07/2026

Hi William — we're sorry this was your experience. To clarify our role: Bankful provides payment gateway software. The processing account itself — including underwriting, account status, and any listing determinations — sits with the processor of record under your agreement with them; those aren't decisions Bankful makes or is able to reverse. That said, we want to understand your experience with our team directly, and we'd like the chance to look into it. Please reach out to us at support@bankful.com and reference this review so it routes to the right person.

Resposta da bankful.com

13/07/2026

Hi William,

Thank you for taking the time to share this. We're genuinely sorry to hear about your experience, and we want to address your concerns directly.

We understand how frustrating it is to have an application declined, especially with the processing history you described. To clarify one important point: Bankful connects merchants with our banking and processing partners, but the final underwriting decision on your application, including this one, was made by the processing bank, not by Bankful. High-risk categories like fireworks go through additional review on their end, and we don't always have visibility into every detail behind a specific decline.

You're also right that you should have heard back with more detail after your last message to us. That follow-up should have happened, and we're sorry it didn't. We'd welcome the chance to revisit this with you directly. Please reach out to us at support@bankful.com so we can look into it further.

On the suggestion that Bankful shares merchant information or submits applications to multiple processors to inflate approval numbers: that's not something we do, and we take that concern seriously. We're happy to walk through exactly how the application and underwriting process works if that would help.

We wish you the best with your business going forward.

Bankful

Resposta da bankful.com

29/05/2026

Dear Adam,

We understand how frustrating it is to experience checkout issues, especially when you're concerned about potential lost sales. While we did provide support and follow-up on your inquiry, we recognize that our response time did not meet the level of service we aim to provide, and for that, we apologize.

Our team takes reports of payment or checkout concerns seriously and works to investigate and resolve them as quickly as possible. We understand that when you're launching or managing an online business, even short delays can feel significant. We have many channels of immediate support, however we only heard from you on one of those.

We appreciate the feedback and regret that your early experience did not reflect the standard of service we strive to deliver. We remain committed to assisting our merchants and would welcome the opportunity to continue working with you to ensure your payment setup is functioning as expected.

Best,

Bankful

Resposta da bankful.com

19/05/2026

Hello Raw,

We are sorry to hear about your experience, and we understand why this situation was frustrating.

Because this involves account-specific processing, underwriting, and risk-related details, we cannot discuss the full history of the account in a public forum. That said, we have reviewed the matter internally and recognize that our follow-up and communication did not meet the standard we expect from our team.

When a merchant has a processing interruption, especially one involving a high-risk business type and regional underwriting limitations, timely communication is critical. We should have provided clearer updates, better follow-through, and a more direct explanation of what options were or were not available.

While final processing and risk decisions are made by the acquiring banks and processing partners, we take responsibility for the service experience on our side. We are using this case to improve internal handoffs, escalation visibility, and follow-up procedures so merchants are not left without clear direction.

We understand this does not undo the frustration you experienced, but we do apologize for the communication gaps and the impact they had on your experience with Bankful.

If you are open to it, please contact us directly so we can review any remaining account questions with you privately.

All the best,

Bankful

Resposta da bankful.com

21/05/2026

Dear Delimar,

We understand how frustrating unexpected account issues and ongoing concerns can be, and we regret that your experience left you feeling unsupported.

While we cannot discuss account-specific matters in a public forum, we recognize that our communication did not meet the level of service we strive to provide. We take responsibility for that and understand how delays or uncertainty can add to an already frustrating situation.

Our team made multiple attempts to reach out and address the concerns raised, and we remain committed to resolving issues directly whenever possible. If you are willing, we encourage you to reconnect with our support team so we can review your situation and work toward a resolution.

We value all feedback and use it to improve both our processes and the experience we provide to merchants.

Best,

Bankful