Mootpay Arvostelua 79

Vastaus yritykseltä Mootpay

3 päivää sitten

I'm glad we were able to help you and please don't hesitate to come back to us if you experience issues with any other transactions :-)

Vastaus yritykseltä Mootpay

19. maalisk. 2026

I'm glad we were able to help you and please don't hesitate to come back to us if you experience issues with any other transactions :-)

Vastaus yritykseltä Mootpay

Päivitetty 9. maalisk. 2026

Hi Marsha, thanks for the review.

First of all I would just like to reiterate that we do not charge consumers. If you have seen MootPay on your statement it means that you have made a purchase from, or created a subscription with, an online retailer who uses our payment dispute resolution platform.

I have reviewed your specific case, and read through the communication you've had with the company you purchased software from, and I can confirm the following;

1. You purchased software from an online retailer on 22nd February 2026. The purchase was authorised using Multi-Factor Authentication.
2. You contacted the company moments later asking for some additional information on how to use the service. The company responded within the hour with a detailed and extensive answer.
3. You then installed, activated and extensively used the software on your Honor 200 Lite. The software was still actively being used on your device up until a few hours ago.
4. You contacted the company again yesterday (8th February 2026) claiming that you did not create the subscription and therefore was not aware of the payment.
5. Within a few hours the company had replied to you and provided you with a thorough response that included details of the verified purchase, your use of the software and your previous communication with them.
6. You then replied and acknowledged that you made the purchase, but wanted a refund anyway.
7. The company reiterated the use of the software that had been purchased (Which by this point had been used for more than two weeks), and therefore they were unable agree to your request for a refund.

While I do understand your disappointment at not getting the outcome you wanted, it is not appropriate to make false and/or misleading claims in order to fraudulently obtain a refund for a service that you have purchased and used extensively.

I can see that, despite receiving unacceptable levels of swearing and abuse from you, the company has remained courteous and has tried to explain everything to you as clearly as possible.

I sincerely hope this information has been helpful.

MootPay

Vastaus yritykseltä Mootpay

9. maalisk. 2026

Thanks for your review.

First of all I would just like to reiterate that we do not charge consumers. If you have seen MootPay on your statement it means that you have made a purchase from, or created a subscription with, an online retailer who uses our payment dispute resolution platform.

If you would like to receive full details of the purchase you made, you can do either of the following;

1. Go on to our website (www.mootpay.com) and submit your email address. This will take you through to a portal that will provide the full details of any purchase you have made from a merchant registered with MootPay. Please note that you must search with the email address you used to make the online purchase
2. Drop us an email on consumerhelp@mootpay.com and one of our case officers will locate the purchase and reply with all of the relevant details relating to the purchase.

We look forward to hearing from you.

MootPay

Vastaus yritykseltä Mootpay

Päivitetty 11. helmik. 2026

Hi Penny,

If you have seen MootPay on your statement it means that you have made a purchase from, or created a subscription with, an online retailer who uses our payment dispute resolution platform.

To obtain full details of your purchase, please drop us an email on consumerhelp@mootpay.com. One of our case officers will then come back to you with the full details, and can help you to dispute the payment if you had an issue with the purchase.

We look forward to hearing from you.

Update 11/02/2025:

HI Penny,

We've opened up a case for you, but still haven't heard anything for you. Our initial investigation located the software subscription you created online on 24th January 2026.

If you would like us to send you the full details of your purchase , or if you now remember making the purchase and would just like to close the case, please get in touch.

MootPay

Vastaus yritykseltä Mootpay

Päivitetty 2. helmik. 2026

Hi Glenn, thanks for getting in touch and for providing your details.

First of all I just want to quickly reiterate that MootPay does not charge consumers. If you have seen MootPay on your statement it means you have either made a purchase from, or created a subscription with, a company that uses the MootPay payment resolution service.

I have looked into this and I can see that you have contacted on 31st January 2026, claiming that you have been trying to cancel the subscription you created for years. We have replied to you pointing out the following;

1. You created your software subscription on 24th April 2025.
2. You first contacted us on 10th July 2025 and again on 15th July 2025. Each time from a different email address that wasn't linked to your subscription
3. Your claim was immediately assigned to a case officer. The case officer was able to use the information you provided in your emails to locate a subscription that they believed may be yours. However, the only information you had provided us with was a transaction date and amount, so before we could cancel the subscription we just needed you to verify that the email address used to create the subscription was yours. This is a simple one-minute process.
4. The case officer replied to both of your emails the same day they were received, explaining that we found a subscription that could be yours, but the email address used to create it was different to the one you contacted us on, and so we needed you to just verify it was your email address before we could cancel the subscription. We subsequently sent a further 7 automated follow-up messages reminding you to reply to as soon as possible so we could process your cancellation request.
5. We replied to your email on 31st January asking you why you didn't respond to us over the previous 6 months, and you informed us that the email address you contacted us from was linked to an old business and was cancelled shortly after you contacted us.

Despite the abuse we have received over the last 48 hours, we have taken the time to explain the situation to you as clearly as we can. And while I completely understand that you're disappointed that your subscription didn't get cancelled back in July, we have explained that, for obvious reasons, we can't just access and cancel a subscription without first verifying that it was your subscription. Had you replied to one of our 9 emails requesting the piece of information we needed to verify the subscription, we could have resolved the situation for you immediately.

I also do appreciate that it may be the case that you lost access to the email address you contacted us from, right after you contacted us, but this was something that was completely out of our control. There would be no way for us to know that, and no other way to contact you even if we did.

Finally, I'm pleased that you have recently contacted us and provided the information we needed, so that the situation has now been completely resolved for you.

Regards,

MootPay Team

Vastaus yritykseltä Mootpay

21. tammik. 2026

Hi Tanzi, thanks for your review.

First of all, a reminder that MootPay does not charge consumers. If you see MootPay on your statement it'll be because you've either made a purchase, or created a subscription, with an online retailer that's registered with MootPay.

Finally, I can confirm that we received a direct message from you, sent shortly after you left this review, confirming that you did create the subscription but, because you have since got a new phone, you felt you had been unfairly charged.

Unfortunately, it goes without saying that replacing your phone does not cancel any active subscriptions you have created with your debit/credit card. The only way to cancel an active subscription is via contact the company you made created the subscription with to cancel it.

I have since contacted the company in question on your behalf and they have confirmed that your subscription is now cancelled.

For future reference, please remember to cancel any subscription you no longer wish to retain, preferably by either contacting the company directly, or cancelling via their website or mobile app.

I hope you are please with the service you have received.

MootPay

Vastaus yritykseltä Mootpay

11. tammik. 2026

Hi Tara, thanks for your review.

I'm sorry to hear you were disappointment with the amount of time it took you to receive a reply to your enquiry, however I can confirm that the first communication we received from you was earlier today (11th Jan 25), and we replied back, with the full information related to your transactions, within a couple of hours.

As per the evidence provided in our response to you, it appears that your partner had used your card to purchase a subscription to phone tracking software. After making the purchase, they then proceeded to install the software onto an android mobile phone. The name given to the phone (in their online account) was 'Tara'.

Despite the fact the software was downloaded and activated, the merchant who provides the software is very sensitive to the fact that it appears there was an attempt to track your phone without your knowledge or consent. Fortunately, due to measures put in place by the merchant, the attempt to track you anonymously was unsuccessful, and the merchant agreed to a full refund of the charge that was placed on your card.

The refund was processed earlier today, but please allow up to 5 working days for the refund to appear on your statement.

I hope you are satisfied with the outcome and the speed and quality of service you received form us :-)

Mootpay Team

Vastaus yritykseltä Mootpay

21. tammik. 2026

I'm glad we were able to help you and please don't hesitate to come back to us if you experience issues with any other transactions :-)

Vastaus yritykseltä Mootpay

Päivitetty 21. tammik. 2026

Thanks for the review.

However, I can confirm that before you left this review you had been in direct contact with both us and the company you made the purchase with.

- You initially contacted us (MootPay) claiming that you had been charged multiple times for the same purchase. We looked into it for you and confirmed that there has only been one transaction. When requested, you provided us with the email address used to make the purchase, to enable us to locate it in the system.
- You then claimed that you did not actually use the service, and so should be refunded. We responded and provided evidence that you had downloaded, activated and used the software. We explained that, for security purposes, the software activation process involved verifying both the cardholders phone number and email address.
- You then contacted them (The company you purchased from) and claimed that the night before you made the purchase, someone had stolen your phone and card, and had used them to make the purchase and use the software, before returning them to you. You also claimed that you did not recognise the email address used to make the purchase, despite having provided it to us on a previous communication.

I do understand your disappointment at not being refunded, however when you made the purchase you agreed to the terms that clearly stated that the purchase would not be refundable if the software was installed and activated.

I hope this helps to clarify the situation for you.

MootPay

Vastaus yritykseltä Mootpay

2. jouluk. 2025

Hi Mel,

I have been in touch with the company the payments were made to and they have confirmed that your account is cancelled.
They have also sent a cancellation confirmation email.

If you have any further concerns please contact us on consumerhelp@mootpay.com.

Thanks
MootPay Team

Vastaus yritykseltä Mootpay

30. kesäk. 2025

I'm glad we were able to help you and please don't hesitate to come back to us if you experience issues with any other transactions :-)

Vastaus yritykseltä Mootpay

28. huhtik. 2025

I'm glad we were able to help you and please don't hesitate to come back to us if you experience issues with any other transactions :-)

Vastaus yritykseltä Mootpay

22. huhtik. 2025

Hi Rorisang, thanks for getting in touch.

If you have seen MootPay on our statement it's because you have made a purchase from one of the thousands of brands that use our platform.

I have checked your case and can see you have been in touch with our customer service team and they have provided you with all the information and have cancelled your account as requested.

Please stay in contact with the team if you have any further questions.

Thanks
MootPay Team

Vastaus yritykseltä Mootpay

24. maalisk. 2025

I'm glad we were able to help you and please don't hesitate to come back to us if you experience issues with any other transactions :-)

Vastaus yritykseltä Mootpay

13. maalisk. 2025

Hi Estee, thanks for the message.

I have checked your case and I can see that you contacted us once on 26th May 2024. We immediately replied to inform you that;

a) We don't do any billing ourselves, if you have seen MootPay on our statement it's because you have made a purchase from one of the thousands of brands that use our platform.

b) We were unable to locate any transactions in the system linked to the email address you contacted us from. This means you must have used a different email address when you made the purchase.

c) If you could just provide us with a little bit of additional information (transaction amount and date), then we should be able to locate the transaction for you and send you the full details.

We did not get a response from you, despite sending follow-up reminders.

I have sent another reminder email to you now. Please make sure you reply with the information requested at your earliest convenience so that we can deal with your case as quickly as possible for you.

We look forward to hearing from you.

Regards,

MootPay Team

Vastaus yritykseltä Mootpay

17. maalisk. 2025

Hi Clav,

Please contact us at consumerhelp@mootpay.com or https://www.mootpay.com/support as soon as you can and we can send you a data package containing the following:

- The item purchased
- The company purchased from
- The website the purchase was made on
- The name of the person who made the purchase
- Plus lots of other insights that will help you identify the purchase

Once you have seen the information if we establish that the transaction is fraudulent we should be able to get a refund for you very quickly.

Please note that we do not charge consumers. We're a free service that was set up to help consumers who have payment disputes or have been a victim of fraud. We have thousands of sellers registered with us, and consumers are usually referred by a seller or by a bank.

We look forward to hearing from you so that we can help you.

MootPay Team

Vastaus yritykseltä Mootpay

18. lokak. 2024

Hi Michael,

Please contact us at consumerhelp@mootpay.com or https://www.mootpay.com/support as soon as you can and we can send you a data package containing the following:

- The item purchased
- The company purchased from
- The website the purchase was made on
- The name of the person who made the purchase
- Plus lots of other insights that will help you identify the purchase

Once you have seen the information if we establish that the transaction is fraudulent we should be able to get a refund for you very quickly.

Please note that we do not charge consumers. We're a free service that was set up to help consumers who have payment disputes or have been a victim of fraud. We have thousands of sellers registered with us, and consumers are usually referred by a seller or by a bank.

We look forward to hearing from you so that we can help you.

MootPay Team

Vastaus yritykseltä Mootpay

4. lokak. 2024

Hi Pulane,

I have been in touch with the company the payments were made to and they have confirmed that your account is cancelled.

If you have any further concerns please contact us on consumerhelp@mootpay.com.

Thanks
MootPay Team

Vastaus yritykseltä Mootpay

6. syysk. 2024

Hi Althea,

Please contact us at consumerhelp@mootpay.com or https://www.mootpay.com/support as soon as you can and we can send you a data package containing the following:

- The item purchased
- The company purchased from
- The website the purchase was made on
- The name of the person who made the purchase
- Plus lots of other insights that will help you identify the purchase

Once you have seen the information if we establish that the transaction is fraudulent we should be able to get a refund for you very quickly.

Please note that we do not charge consumers. We're a free service that was set up to help consumers who have payment disputes or have been a victim of fraud. We have thousands of sellers registered with us, and consumers are usually referred by a seller or by a bank.

We look forward to hearing from you so that we can help you.

MootPay Team