2 payments, money withdrawn from bank, but payment failed to reach merchant; I made two payments through Trustly 8 and 4 business days ago The money was withdrawn from my bank account, bu...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
Company replied
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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
Asks customers to review
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Reply from Trustly
We appreciate you taking the time to share your kind words.
Reply from Trustly
Dear Abdul,
We're very sorry to hear about the frustrating experience you've had regarding your refund.
Based on our recent email correspondence, we can see the refund was unfortunately rejected by your bank and the funds were returned to the merchant. We understand this is a difficult situation, and the next step is to contact the merchant directly as they now hold the funds and can arrange a new refund for you.
We hope this provides some clarity on the process.
All the best,
Trustly
Mistakes are meant to be made so lessons can be learnt
Responsibility for errors were admitted to as they realised payment was made by me. Only error being my using same reference twice. Was made to understand it's a reference per transaction. Error noted, admitted and corrected. Case closed.
September 16, 2025
Reply from Trustly
We appreciate you bringing this situation to our attention. We're glad that we acknowledged, corrected the error, and resolved the matter. Thank you for your feedback.
Urgent solution to the problem
Until now, I haven't understood why the money I paid from my Revolut card didn't go to my Finnair account (I entered my card details when paying), but went to my Trustly account, but I contacted them and everything was sorted out immediately.
September 16, 2025
Reply from Trustly
We're glad everything was sorted out quickly after you contacted us. We appreciate you bringing this to our attention and are happy to hear you had a positive resolution. Thanks for your feedback.
I had a terrible experience with…
I had a terrible experience with Trustly. I made a payment through their system and the money was deducted from my bank account, but the seller never received it. This has left my order stuck in limbo.
What makes things worse is their complete lack of customer service. There is no phone number to call, and I have been waiting for over two days without any reply to my emails. For a financial service that handles people’s money, this level of support is unacceptable.
Trustly needs to improve both the reliability of their payment system and the speed of their customer support. Right now, I cannot recommend using Trustly for any important transactions.
September 12, 2025
Unprompted review
Reply from Trustly
Hello Edvinas,
Thank you for your feedback, and we are truly sorry to hear about the frustrating experience you've had with your payment.
We can see from your case that our support team has investigated and replied to your email with the specific details of your transaction, including the reference number to help the merchant locate the funds. We understand the delay is concerning, and the information provided in that email should help clarify the payment's progress.
To protect your data, we will continue to assist you via our secure email channel.
All the best,
Trustly
Reply from Trustly
Hello Saima,
Thank you so much for your perfect 5-star review!
All the best,
Trustly
Support doesn't even read your requests
Had an issue with unauthorized payments. Got a copy/paste reply, the support person didn't even bother to read the info I provided, asking for details I had provided multiple times
August 31, 2025
Reply from Trustly
Hi Austris,
Thank you for your feedback, and we're truly sorry for the frustration you've experienced. We can see that our support team is in contact with you via email regarding your case. To ensure the security of your information and to proceed with the investigation, our team requires a specific document from your bank with all the necessary details visible. Please reply to their latest email, and they will be able to assist you further.
All the best,
Trustly
Got my money back finally thank you…
Got my money back finally thank you trustly 👍 Couldn’t fault them, fast response 😄
August 14, 2025
Unprompted review
Reply from Trustly
We're happy to hear that your issue has been resolved and you received your funds. We appreciate your feedback and are glad we could provide a fast response.
Payment trouble
When i tried paying, trustly never accepted the payment even though my bank did. What i enden with instead was to just pay it normaly through account number and KID. You guys should really work on making sure that your apps and processes actually functions...
August 31, 2025
Reply from Trustly
Dear Chris,
Thank you for your feedback. We are very sorry to hear about the trouble you experienced with your payment and for the frustration this has caused.
We can see that our support team has already been in touch with you via email to investigate this matter. To help us understand what went wrong and resolve this for you, we need the proof of payment details requested in our last message.
Could you please check your inbox and reply to our email at your earliest convenience? As soon as we receive the document, we can proceed with the investigation.
All the best,
Trustly
Reply from Trustly
Hi Ritva,
We are very sorry to hear about your ongoing frustration. Our support team has reached out to you via email with a request for specific information needed to proceed with your case. To protect your sensitive data, we ask that you please reply directly to that email with the requested documents. This will allow our team to finalize the investigation and resolve this for you as quickly as possible.
All the best,
Trustly
Reply from Trustly
We're very happy we could resolve the issue! Thank you for letting us know about your experience.
Communication
It's impossible to talk to a person. Written communication is slow, in this case too slow to make Trustly staff understand the problem. May til August is a long time, especially when the problem isn't even discovered. I got no help. It makes me sad and frustrated.
August 29, 2025
Reply from Trustly
Dear Svea,
We are very sorry to hear about your frustrating experience and the extended time it has taken to address your concern. We understand how important a swift resolution is.
I can see that our support team is actively handling your case and has recently requested some specific details via email to proceed with the investigation. To help us resolve this for you as quickly as possible, could you please check your inbox and reply to that email? Our team is on standby to assist you further once that information is received.
All the best,
Trustly
Fast service 👍
August 14, 2025
Reply from Trustly
Hi Janne, thank you for the 5-star review. We are delighted to hear you had a positive experience with our support team.
Reply from Trustly
Hi Nada,
We are very sorry to hear about the issues you've experienced with delays and double withdrawals. We can see that you are already in contact with our support team, who have reached out via email to request the necessary information to investigate your case. To protect your data, we kindly ask you to reply directly to their email so they can resolve this for you as quickly as possible.
All the best,
Trustly
🔴 100% SCAM! Trustly took money twice – no help
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.
*update
They 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 9/23/2025
Today, 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.
July 20, 2025
Unprompted review
Reply from Trustly
Hello Amir,
We are very sorry to hear about the issue with your transaction and the frustration this has caused. We want to help you resolve this. We were unable to locate an existing support ticket with the information from your review. To protect your data, please contact our dedicated support team via our secure form at https://www.trustly.com/support so they can investigate your case and provide the necessary documentation.
All the best,
Trustly
Very polite
Very polite, knowledgeable personnel. They were very patient with me and guided me through the right channels to the right course/route to my problem. I was channeled from department to department and equally assisted as if I was a new case. I thank all the staff that were involved in clearing my problem so much and appreciate them so much.
August 25, 2025
Reply from Trustly
We appreciate your positive feedback! We're happy to hear that our personnel were patient and knowledgeable in guiding you to the right solution. We are glad that our team assisted you effectively. Thank you for recognizing our efforts.
No help any at all
August 25, 2025
Reply from Trustly
Hi Asiakas, We are sorry to hear about your experience. We have reviewed your request and if you suspect any unauthorised use of your bank credentials, we strongly advise that you report it to your bank immediately. Your bank will assess the situation and determine whether you are eligible for reimbursement according to your agreement with them. Please be aware that reporting without delay is essential, as waiting may affect your ability to claim a refund.
All the best,
Trustly
Still the money is not wired
Still the money is not wired. Searching excuseses again and again.Thats really annoying and unsatisfying.
August 17, 2025
Reply from Trustly
Hello Christoph,
We are sorry to hear about your frustration. After reviewing your support case, we can confirm that your payment was successfully processed and sent to the merchant. Our team provided the transaction details via email to help the merchant locate these funds. For assistance with your order or a potential refund, please contact the merchant directly, mentioning the transaction id, that was shared, and have the ability to resolve this for you.
All the best,
Trustly
I lost my money...310 danish kr.
I lost my money...310 danish kr.
You should sent the money to Alma for a blouse, I had bought. They never received the money and I never got my blouse!!!
June 25, 2025
Reply from Trustly
Hello Ulla,
We are very sorry to hear about the issue with your transaction. Looking at your support ticket, we can see our team is ready to investigate this for you and has requested some additional information via email. To help us trace your payment, please reply to our email with the requested proof of payment document.
All the best,
Trustly
You denied me my money of kr 6000 and…
You denied me my money of kr 6000 and refused to accept my opinion so I am sorry for you
August 23, 2025
Reply from Trustly
Hello Beyan,
We are very sorry for the concern this situation has caused and we want to help you secure your refund. Having reviewed your support case, we can see that our team is waiting for a complete proof of payment to proceed. For your protection, we cannot process a refund until we can securely verify the account details. Please reply to our most recent email with a complete proof of payment document, such as a PDF or screenshot from your online bank. For security reasons, please note that we cannot accept details typed as written text.
All the best,
Trustly
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