2 payments, money withdrawn from bank, but payment failed to reach merchant; I made two payments through Trustly 8 and 4 business days ago The money was withdrawn from my bank account, bu...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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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I asking where’s my money after transfer
I asked for information about the whereabouts of my money after making a transfer via Trustly. Neither I nor the recipient received any confirmation. Trustly requested all the necessary information and proof that the money was sent and withdrawn from my account through their service. I provided everything, yet I still haven't received any response.
This company is not worthy of its name. If I could, I would give zero stars — but unfortunately, one is the lowest possible rating
1 August 2025
Reply from Trustly
We appreciate you sharing your experience. We are sorry to hear that you have not received a response after providing the requested information regarding your transfer. We are looking into this to see how we can assist you further.
My problem solved very fast
My problem solved very fast, so I’m very satisfied for the customer service.
1 August 2025
Reply from Trustly
We're happy to hear that our customer service quickly resolved the issue. We appreciate you taking the time to share your positive experience with us!
Bad support
18 July 2025
Reply from Trustly
Hi Frederik,
We are sorry to hear that you are not satisfied with the support received. This is not the experience we want to deliver.
Your feedback is important and will be taken into consideration as we continue to improve our service.
Best regards,
Trustly
2h after my contact with Trustly
2h after my contact with Trustly, my issue with the seller was sorted. Dunno if that was due to Trustly's direct involvement, or sheer coincidence, regardless, support was prompt and no guesswork was necessary.
31 July 2025
Reply from Trustly
We appreciate your positive feedback and are glad your issue was resolved quickly. We are happy to hear that our prompt support was helpful and straightforward for you. Thank you for taking the time to share your experience.
Paid through Trustly for Air France…
Paid through Trustly for Air France Ticket and now my money is stuck for 60 days
31 July 2025
Reply from Trustly
We regret to learn about the payment issue and the long waiting period. We'll look into this matter further to see how we can improve.
Reply from Trustly
Hi Maximilian,
We are happy to hear, that you received the help you needed.
All the best,
Trustly
Very poor customer service.
Very poor customer service.
Nothing is clear, and there is no proper phone number to contact. The only available number is based in Finland, but the person speaks an Indian language and blocks you if you call.
I do not recommend using Trustly for payments – it feels like a scam.
15 July 2025
Reply from Trustly
Hi Habib,
Thank you for your feedback. I can see that our support team requires further information from you in order to verify your request. Kindly respond to the email dated 10/07/2025, and we will continue looking into this with you.
Please also note that, as mentioned in that email, the phone number you dialled is not associated with Trustly. Communication should be done via chat or email.
All the best,
Trustly
Reply from Trustly
Hi Jia,
We are happy, that we have been able to assist you based on your needs.
All the best,
Trustly
There ist no Information why they…
There ist no Information why they checked me.
They should write something like “Becouse you did … we had to check your address”
29 July 2025
Reply from Trustly
Hi Steffen,
Thank you for your feedback.
I can see that we responded to your request on 24/07/2025 and outlined the reason an address check was performed. If you do not recognise any transaction related to Trustly, it is possible that someone has misused your personal data for a purchase. In that case, we recommend reporting this to your local authorities.
All the best,
Trustly
The contact with the company was very…helpful.
The contact with the company was very helpful. I have gotten my money back and all the informations I needed was given on the E-mail. Thank you!
Geovania
28 July 2025
Reply from Trustly
We're happy to hear that our support was helpful and that you received the information needed via email. We appreciate your positive feedback!
Reply from Trustly
We're happy you found our service professional. Thank you for your positive feedback; we appreciate it!
Reply from Trustly
We're happy you found our service professional. Thank you for your positive feedback; we appreciate it!
I got the problem solved pretty fast.
25 July 2025
Reply from Trustly
Hi Sami, We're so glad our team resolved the issue quickly! Thank you for your positive feedback; we appreciate it.
All the best,
Trustly
Reply from Trustly
Hi Emhimad,
We are happy to hear that you have been satisfied with our service. Is there anything we could have done better to earn more than 1 star from you?
All the best,
Trustly
Still not able to use after paying off
Still not able to use after paying off. The debt which y’all acknowledge has been paid in full.
26 July 2025
Reply from Trustly
Hi Jason,
Thank you for leaving your feedback.
We can see that you have contacted our European customer service team. Kindly reach out to our US team, and I am sure we will be able to assist you. https://us.trustly.com/contact-support
All the best,
Trustly
Because it’s not possible to cancel an…
Because it’s not possible to cancel an order that I had just made and apparently it had been made through you. I took contact with you and you said I need to contact the store - store couldn’t cancel it because it was made through you, and you couldn’t help because that was the store’s responsibility. Ridiculous!
24 July 2025
Reply from Trustly
Dear Mara,
Thank you for providing Feedback.
Please note that Trustly is a payment service provider and not the merchant from whom you placed your order. For any questions regarding cancellations, changes, or refunds, we kindly recommend that you contact the merchant directly. In your case, this would be Bonprix.
They will be best placed to assist you further with your request.
Should you have any questions regarding your payment or the use of Trustly, please do not hesitate to get in touch with us.
All the best,
Trustly
Many mails no results...
After several emails, I still have not received a useful answer. Each email from your team asked the same questions, even though I described the situation every time (including in the very first email). This forced me to request all of the information according to the European privacy legal act (GDPR Article 15) to understand how my data is being processed and why these repeated inquiries are necessary.
23 July 2025
Reply from Trustly
Dear Balazs,
Thank you for your Feedback.
As a financial service institution, Trustly takes data protection and the safeguarding of personal information very seriously. We are fully committed to complying with all applicable data protection laws, including the General Data Protection Regulation (GDPR).
Based on the information provided, it appears that you have not personally carried out a transaction using Trustly. Instead, it seems that someone may have used your name and address to place an order without your authorisation.
If you have not used our services and cannot find any corresponding transaction in your online banking records, this supports our assessment. In light of this, we have forwarded the matter to our internal fraud team for further review. However, as there is no direct link to a transaction you initiated, we are unfortunately unable to share additional details.
All the best,
Trustly
I have not been able to respond because…We are ill and confused
I have not been able to respond because of illness
I sent UW by mistake£100 on May 30th and several times asked for a refund of£100
I have filled the form in
Please bear with me with us we are not well at all
And don’t know what else to do
We are over 80 and need this money
Please help us
Many thanks Rita Witts
9 July 2025
Reply from Trustly
Dear Rita,
Thank you very much for reaching out and for explaining the situation.
Please kindly check your email, as our customer service team has been trying to contact you to assist further. To proceed, we will need a document issued by your bank so that we can locate your transaction in our system, as we process a high volume of payments each day.
We appreciate your patience and will do our best to support you.
Kind regards,
Trustly
Good nd helpful much appreciated
Good nd helpful much appreciated, fast and accurate service. Highly recommended .
23 July 2025
Reply from Trustly
Hi Ishita,
We're happy to hear that our service was helpful, fast, and accurate for you. We appreciate your recommendation and thank you for your positive feedback!
All the best,
Trustly
Yesterday scams
Yesterday, 07/21/2025, when I was in the process of purchasing the flight ticket through Trustly for the EDreams agency, the money left my account, but they never sent me confirmation of the ticket purchase. I have proof that it fell into the Trustly account number and I have filled out a form for this case to receive a refund, and I still have not received a response from anyone.
21 July 2025
Unprompted review
Reply from Trustly
Hi Hermily,
We appreciate you bringing this to our attention. We are sorry to hear that you have not received confirmation of your ticket purchase our Customer Service team will get in contact with you as soon as possible.
All the best,
Trustly
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