Review Time
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!
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.
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.
I have booked a ticket through Flightnetwork using Trustly payment method. The money was deducted and was held in Trustly. No body knows where the money is.I am trying to get in touch with Trustly to get a refund as we cant book another ticket due to the money been deducted. I sent a proof of payment and ownership of the account as requested by Trustly. Yet no action was taken yet.The answer is very slow through email. No phone number is available for Trustly
On 20 July 2025 I did an online purchase. When I paid through Trustly, around 1 600 SEK simply disappeared. The online shop has no record of taking that money. My bank told me to get proof from Trustly to show the shop.And guess what? Today is 26 August and I still don’t have that proof. Trustly avoids giving it, makes the process impossible, and leaves me stuck.I’m writing this after randomly checking their Trustpilot page, and I see I’m not alone. So many people here report the same: money lost, no support. It gives me some comfort to know I’m not alone, but it’s heartbreaking to see how many normal people lose money to this so-called company.Avoid Trustly. Avoid it, avoid it to protect your wallet and your peace of mind.*updateThey ask for a screenshot of “Name of the account holder”, I sent it, they said it's unacceptable because you wrote it yourself! Then did it again this time through the bank’s app not mobile browser, they said handwritten text is not acceptable, I sent it again this time from my computer, on the bank’s website using a browser. They repeated the exact same thing.So by now I am sure my money is gone forever and I stopped contacting them. **Update 9/23/2025Today, Trustly flagged my review for containing defamatory content. But thankfully, Trustpilot reviewed their accusation and decided that it was not defamatory, so my review is now back online.About Trustly’s answer here on Trustpilot:You claim this case doesn’t exist? This is my case number 01984172. You had weeks to fix it, yet you handled the matter unprofessionally. Please understand that as customers, we don’t have the same power you do. With the advantage you hold, you should focus on providing proper support.
My problem not solve Trustly Group AB got my 120.00 Euros in it's possession by Money Gram transfer receiver was TF Bank got the money but later TFBank didn't credit my credit card account and sent the 120.00 Euros back to Trustly Group AB account this 120.00 Euros was myJune credit card payment toTF Bank This 120.00 Euros suppose to send back Advanzia Bank S.A account as Ender Oskay Advanzia Bank SAIBAN LU203442040006325123BIC ADVZLULLNow status is lije this Trustly Group AB has the money and keep asking additional documents like inter bank transfer information I sent Advanzia Bank S.A July my credit card statement clearly show thus 120.00 Euros transfer done on 17.06.25 by money Gram but Trustly Group AB not convincing that I am the rightful owner this money that why I am requesting that this money must send my Advanzia account back,but Trustly Group AB keep saying for security reasons they want more information good sake this only 120.00 Euros imagine if it was bigger amount. Now you asking how was your customer service HORRIBLE bow my be some one read this and look into it for solution.Dr. Ender Oskay
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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.See more
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