N. S.
Confusing Credit Card Charges
I had a problem with my credit card charges. I emailed Wefunder (there is no phone number) and reached Sofia. She passed the issue off to Merc (Head of Investor Success). It was really hard to get Merc to engage beyond a basic level. Merc would not pick up the phone to follow-up, advance the investigation, etc. He would only communicate via email and it took almost 24 hours to answer each email. When Merc did respond, he would send me the same response. After about a week of back-and-forth emails and trying to get Merc to advance the investigation, I ended up having to dispute the issue with my credit card company. When Merc noticed that I disputed the charges, he then became interested (finally I got a different response). His approach to handling this issue was just all wrong. In my experience with WeFunder, this team has poor communication, an inability to problem solve quickly, and meager customer service skills. My issue could/should have been resolved in 1 day with a proper investigation, but instead I had to create an investigation with my credit card company. My advice, always check your credit card or banking activity when dealing with WeFunder. Give them 2 days to properly investigate any billing issues. If they send you the same response 2x, escalate quickly with your credit card company. The biggest mistake I made was giving them a week to resolve the issue. It was a complete waste of time. WeFunder only wanted to resolve the issue when my credit card company got involved. By then, I was fed up! Update: Merc from WeFunder responded to my review-no problem. In his response, he decided to disclose the name of one of the investments I made to the public. I have no idea why a company would do that-disclose investor information for NO REASON AT ALL. For me this is just another example of why WeFunder has a lot of work to do - starting in their customer service department. His response here was faster and provided much more details than his emails. I should have started here first. Merc, DO BETTER! Update: My credit card company was notified and was also confused by the charges. My credit card asked Wefunder (or its representatives) to explain the charges. The explanation by Wefunder were unsatisfactory. The charges were reversed in my favor. This issue has now been resolved.
Response from Wefunder, Inc.Feb 6, 2023
Hi Nic, Thanks for reviewing us. I want to be sure that we clearly state what happened here, however. You wrote me an email at 7:52AM PST on January 31, 2023 and I replied at 1:25PM PST on the same day. You then sent a response at 7:31AM PST on February 1, 2023 and I responded at 1:14PM PST on February 2, 2023 because I was not working on February 1, 2023. I apologize for the delay in response there, but we work hard to make sure that responses are given within one business day, if not sooner. I asked you for a screenshot of the charge you were disputing on your bank statement and then explained to you that you were never charged for the charge you were questioning as the charge was not on there. You then told me you didn't believe anything I say (even though I was just re-stating what was on your statement that you provided) and that you would not talk to me any further or read anything else that I had to say and that I could sort it out with your bank. You are saying that I should have noticed this earlier on, but in the first thing you sent me, you pointed to the charge in Kettle, which we were able to show you was charged and refunded. For some reason, however, your bank didn't show the charge on your account, which also didn't show the refund then. At the end of the day, there was no error except that your bank wasn't showing the charge on your account - and as a result - no refund for it either as it was never charged to your account. We showed you the charge and refund, but my guess is because it happened within the same day, your bank didn't post it as it equaled out. I would also like to comment that you involving your credit card company has nothing to do with me wanting to solve your issue for you. I am happy to work with a bank and if we are wrong, we will get it corrected. We still have yet to hear from your bank - so that clearly was not our motivating factor here. I take all of your feedback seriously and will do my best to be better in the future. I believe that I care deeply about our investors and work hard to make sure we do right by them. Merc Head of Investor Success Wefunder, Inc.