2 payments, money withdrawn from bank, but payment failed to reach merchant; I made two payments through Trustly 8 and 4 business days ago The money was withdrawn from my bank account, bu... See more
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Review summary
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yeah dont rape people for their money! i had $1400 in my bank account and because you all restricted my account that money was gone in two days bc of fees from three different companies thanksfor a s... See more
Company replied
To slow, having back question and the worst: my money has neither been wired to the enduser nor been reimbursed to my account. That’s a very unsatisfying condition. Once again I ask for an immediate r... See more
Company replied
No support, no info how Trustly processes work. No info on any restrictions. I recommend that the Serviceproviders will change Trustly to some other, more transparent co-operator in Money Transfe... See more
Company replied
Company details
Written by the company
Trustly makes it easy for consumers across Europe to pay online directly from their bank accounts. Using your familiar online banking login details, you can choose which account you wish to pay from and verify the purchase. Trustly is a licensed payment institution authorized and supervised by the Swedish Financial Supervisory Authority. It’s simple, safe and convenient for consumers and merchants alike.
Contact info
Rådmansgatan 40, 113 57, Stockholm, Sweden
- https://www.trustly.com/support
- trustly.com
2.7
Poor
3K reviews
Asks customers to review
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Reply from Trustly
Hello Safi,
We are sorry to hear you feel our response did not resolve your issue. Having reviewed your support case, we can see our team advised that for matters concerning your specific payment arrangements, the next step is to contact your bank or the merchant directly. As your payment provider, we don't have access to your individual account with the merchant, but they will be able to assist you further.
All the best,
Trustly
The money was promised to be…
The money was promised to be immediately transferred, but took 3 days
23 August 2025
Reply from Trustly
Hello Ronny,
Thank you for your feedback. We're sorry for the initial delay with your transfer, and we appreciate you letting us know that the payment has since arrived successfully. While most of our transfers are instant, settlement times can occasionally vary depending on the banks involved. We're glad to know this is now resolved for you.
All the best,
Trustly
Lost money
I paid for plane tickets with Trustly, they charged me for them and their redirection back to the online store did not work. Which means I lost all that money.
23 August 2025
Reply from Trustly
Hello Petri,
We are very sorry for the technical issue you experienced and the concern this has caused. Looking at your support case, we can confirm our team has already contacted the merchant on your behalf to help resolve this. The merchant has received the funds and is now in the best position to assist you with your order or a refund.
All the best,
Trustly
The quick response and fast return of…
The quick response and fast return of my money back
23 August 2025
Reply from Trustly
We're happy to hear that our promptness in handling your refund met your expectations. Thank you for your positive feedback and your time!
Reply from Trustly
Hello Jayanthi,
We are sorry to hear you feel your query was not answered. Having reviewed the email from our support team, we can see they provided guidance on your questions about fees and account compatibility. As Trustly is the payment intermediary, we advise contacting the merchant for specific details on their policies, as they are best equipped to provide that information.
All the best,
Trustly
Nice support staff and fixed my issue…
Nice support staff and fixed my issue rather quickly
22 August 2025
Reply from Trustly
We're happy to hear that our support team was able to resolve your issue quickly. We appreciate your positive feedback and your time!
No support
No support, no info how Trustly processes work. No info on any restrictions.
I recommend that the Serviceproviders will change Trustly to some other, more transparent co-operator in Money Transfers.
Very bad service, no function at all. Zero points.
19 August 2025
Reply from Trustly
We appreciate you bringing this to our attention. We're sorry to hear that you experienced issues with Trustly and found our support lacking. We'll review how Trustly processes are explained and how we communicate restrictions to improve clarity. Thank you for your feedback.
Customer service not responding/refunding
I was using Trustly to pay for some stuff on urban outfitters app and it just glitched after they deducted my money, so my order did not go through but Trustly already got my money. I contacted my bank and UO but both sides said I should contact trustly, it’s been a week and I still haven’t heard from Trustly despite the fact that I provided all the information required already. I just want a refund ASAP.
20 August 2025
Unprompted review
Reply from Trustly
Thank you for sharing your Feedback with us. Our team is still reviewing your case and working with the relevant parties to resolve the issue. We understand how important this is for you and will provide you with an update as soon as possible.
Terrible
Terrible, just terrible
Answer to Trustly reply below. Immediately provided all necessary information you asked for. Was asked to send the same information again…..
It is 2025. Find it strange that it takes so long to send money around with Trustly.
20 August 2025
Reply from Trustly
We are very sorry for the frustration this has caused. Our team is actively reviewing your request and we can see that our customer service team has already asked you to provide documentation to confirm ownership of your bank account. Once we receive this, we will be able to investigate further and work towards resolving the matter. We will keep you updated and appreciate your patience in the meantime.
Trustly helped me in my case against…
Trustly helped me in my case against bonprix. With Trustly I could actually prove that I payed what I ordered!!! I didnt geht my money back yet, but my case moves a big step forward.
Thanks for that!
5 August 2025
Reply from Trustly
We're happy to hear that Trustly was helpful in resolving your issue with bonprix. It's great to know you could prove your payment. We appreciate your feedback and are glad the case is progressing positively. Thanks for sharing your experience!
Hyvin toimi.
18 August 2025
Reply from Trustly
Hi,
Thank you for your feedback! We're happy to hear everything worked well for you.
All the best,
Trustly
I need to get my 50 euros back from the…
I need to get my 50 euros back from the city of Villingen-Schwenningen that I mistakenly sent them, but I can get it only by Trustly working directly with the city of Villingen-Schwenningen. Please do that ASAP.
3 August 2025
Reply from Trustly
Hi,
thank you for reaching out and sharing your feedback. We understand your concern regarding the refund, and our team is already in touch with you to gather the necessary details so we can assist further. Please continue to follow up in our ongoing conversation — we’ll make sure to support you as quickly as possible.
All the best,
Trustly
Reply from Trustly
Hi,
thank you for your feedback. We understand the limitations you’ve experienced with transaction amounts. Our team has already reached out to request additional documents so we can look into this further and support you. Please continue in that conversation, and we’ll do our best to resolve it as quickly as possible.
All the best,
Trustly
I was your customer more than 10 years…
I was your customer more than 10 years and one day I cannot continue because of your system. I don’t understand that one month I have contact to your company and wise company without success nobody can help me even. I have called to people in there company but I still waiting for why I cannot continue send money from Sweden to Thailand Bank via your company? I hope you can help me. Thanks.
2 August 2025
Reply from Trustly
Hi,
thank you for sharing your experience with us. We’re sorry to hear about the difficulties you’ve encountered after being a long-time customer. Our team is already in touch with you and has requested additional information so we can investigate further and support you. Please continue in our ongoing conversation — we’ll do our best to resolve this as quickly as possible.
All the best,
Trustly
Customer feedback@Trustly Customer Feedback Form™
Trustly Customer Feedback Form™
(Version 0.0001 – all rights reserved to Trustly’s Endless Void Department)
1. Personal Information (so we can safely ignore it)
• Full Name:
• Favorite Color (so we can not refund your money in that shade):
• IBAN (for potential future, totally unrequested withdrawals):
2. Transaction Details
• Amount (measured in tears):
• Date of Mistaken Transfer (aka Our Lucky Day):
• Reason for Sending Money:
• ☐ Blind Trust
• ☐ Temporary Naivety
• ☐ Slow Reflexes
3. Evidence Provided
• Payment screenshot (for us to “not see” what you mean)
• Copy of your soul (optional, but highly recommended)
4. Emotional Aftermath
Please check how you feel after our “support”:
• ☐ Happy, because you now have less money
• ☐ Confused, because we insist we never received it
• ☐ Inspirationally broke
• ☐ Ready to pitch a true-crime documentary about us
5. Service Rating (Scale 1–5, where 1 = “nightmare” and 5 = “I am now spiritually bankrupt”):
1 ☐ 2 ☐ 3 ☐ 4 ☐ 5 ☐
6. Free Text Field for Your Opinion (automatically redirected to our Trash Folder):
“………………………………………………………………………………….”
7. Agreement
• ☐ I confirm that Trustly bears no responsibility whatsoever, except for purchasing new office plants with my money.
14 August 2025
Reply from Trustly
Hi,
thank you for sharing your feedback. We understand your concerns and are glad that our team has already been in touch with you and helped resolve the matter. If you have any further questions, please don’t hesitate to reach out.
All the best,
Trustly
Reply from Trustly
We're happy to hear that your issue was resolved quickly. Thank you for your feedback; we appreciate it.
Reply from Trustly
Thank you for your feedback; we appreciate it.
$780 Fee for a Bank Glitch
Update: Trustly truly is fantastic and went above and beyond. The issue was a bank error, not Trustly's fault. Trustly communicated in a way that was far superior and more thorough than the merchant or the bank, and they fully deserve all 5 stars Ive given them, solely for how amazing they were at handling this situation. Great company.
Update: Trustly claims they are refunding 750 of the 780 they illegally charged me, but states they can't issue a paper check or find another way to pay me, since I closed the account from which they were conducting illegal withdrawals. That means they are knowingly holding funds they've promised to give back.
There was a glitch at my bank, which Trustly's system initially noticed and waived the fees for. At 11:30 tonight, I was told they will take $780 from my account in FEES, despite not disclosing or issuing them previously, in less than 36 hours!! And this is intended to give me "ample time to prepare". I will not be paying a single penny of this fee, and will be contacting my bank, state attorney general, and the CFPB.
9 August 2025
Unprompted review
Reply from Trustly
Update:
We're glad to have connected and reached a resolution. Please don't hesitate to reach out if you have any further questions or concerns.
We appreciate you bringing this to our attention. We're sorry to hear about the unexpected fees and the frustration this has caused. We have highlighted your case to our US support team, who will review it and get in contact with you.
All the best,
Trustly
Reply from Trustly
We are happy that you are happy! Thank you for the Feedback.
All the best,
Trustly
A little dificult to know How to…
A little dificult to know How to contact you but once I got contact I got the help I wanted
10 August 2025
Reply from Trustly
We appreciate your feedback and are sorry you had trouble reaching us. We're glad we could provide the help you needed once you made contact.
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