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GoCardless

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Reviews by verified Xero users.
3.7 out of 5 stars
166 Reviews

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Laura Kerry
Posted 19 Jun 2024
1 out of 5 stars

horrible service from go cardless. should be called go careless

their customer service is attrocious. 3 months of stuffing around to get a pay out. they dont read documents they ask you attach. multiple people replying and not reading history. a complete waste of my time and so frustrating. do NOT recommend this company what so ever
ET
Emari Thomas
Posted 30 May 2024
1 out of 5 stars

Account Closure

Despite providing all the necessary documentation and having my account fully verified, my account was suddenly closed after the first payment without any warning or explanation. The lack of communication from their customer service team has been particularly frustrating. I would strongly advise anyone considering this GoCardless to think twice. The risk of unexplained account closure, combined with poor customer support, makes it a very unreliable partner for any business. There are other providers out there with more transparent practices and better support.
One person found this review helpful.
AC
allen childs
Posted 18 May 2024
1 out of 5 stars

Worst Experience of my Professional Life

Xero should reconsider promoting GoCardless as a business partner due to serious concerns about their operations. I set up GoCardless as my ACH provider and processed my first invoice through them. Although the payment was collected, I received an email from GoCardless within 48 hours stating that my account was under review and funds would be withheld for approximately 48 hours. However, despite repeated emails and phone calls over the next two weeks, the review was not completed, and no money was transferred to my account. After one final phone call, I was informed that the review was completed, but unsatisfactorily, and my account was being closed. This left me without access to my money, which amounted to $5,350.00. Despite further attempts to resolve the issue, including my client requesting a refund, there has been no response from GoCardless. Additionally, since it was an ACH transaction, my bank is unable to assist. This experience, which appears to be a recurring issue based on numerous reviews, suggests that GoCardless engages in questionable business practices. Xero should intervene, given that they recommend GoCardless. Using this company could result in significant frustration and financial loss. I strongly advise against using GoCardless. I hate that I have to give a 1 star because a 1 star is to good of a rating.
2 people found this review helpful.
PH
Peter Humphrey
Posted 9 May 2024
2 out of 5 stars

Works, but some of the fees are a scam.

We operate in Canada, but have both domestic/local CAD accounts and US Based USD account. When receiving USD funds from a customer in the US directly to our USD account, they charge an extremely high fee, even though it's a domestic transfer. I have raised the issue, but essentially bad luck. . Customer service is also delayed and difficult to speak with someone.

Response from GoCardless

Thank you for the review. Your feedback is very important to us! We are sorry to hear that you are not happy with the transaction fee for the US. You have been in touch with our Complaints team about it and they have passed your comments internally. You can reach our customer support team at help@gocardless.com, and our regional phone numbers are available on our website. We apologise for the inconvenience this situation has caused.
AD
Argyl Dickson
Posted 18 Apr 2024
1 out of 5 stars

Be careful with this company....

I have been in business for over 20 years. I have excellent credit and great partnerships with other financial companies. Go Cardless tied up a huge almost $30,000 payment for over 2 weeks and ultimately cancelled my account with no explanation. I am warning you to be wary of this company. I have never experienced anything like this in my carrier. There are other companies out there, save yourself a potential headache and go with a different provider.
One person found this review helpful.

Response from GoCardless

Thank you for your review, sorry to hear about your experience. We are required to complete a number of different verification checks on merchant accounts as a condition of being an FCA regulated Authorised Payment Institution. As a result, ultimately, a merchant's ability to use GoCardless as a payment processor depends on the successful completion of these checks. We'll reach out to you on your request.
SK
Stewart KEARNEY
Posted 11 Apr 2024
1 out of 5 stars

Limited to no support

Dear Go Cardless - and I presume this is an automated AI response To give context _ I had a problem with my stripe payments I jumped on to the Stripe site, logged in and asked for help within 3 minutes!!!! I had received a call back phone call, had an amazing person who helped me through the issues - RESOLVED! And now I am back in business Gocardless by comparison is just a bunch of idiotic emails which look like an AI bot GoCardless is a waste of time I am not proceeding with setting up Go cardless
2 people found this review helpful.

Response from GoCardless

Thank you for your review, sorry to hear about your experience. We are required to complete a number of different verification checks on merchant accounts as a condition of being an FCA-regulated Authorised Payment Institution and keep an audit trail. As a result, ultimately, a merchant's ability to use GoCardless as a payment processor depends on successfully completing these checks. Please reach out to help@gocardless.com to assist you with your query.
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