GoCardless Reviews 2.388

After onboarding and beginning to process payments, my account was suddenly “reviewed” and then deactivated without any meaningful explanation. The justification given was vague and entirely non-transparent, citing internal policies and refusing to provide any actual reason.

That alone is frustrating, but what followed is completely unacceptable.

Payments that had already been collected from my customers are now being withheld, and instead of settling those funds to my business, GoCardless has instructed that customers must reclaim their money via their banks through the Direct Debit Guarantee process.

Let that sink in.

They have taken money from my customers, will not pay it out to the business it belongs to, and are forcing those same customers to go through a chargeback process to recover it.

This creates:
• Unnecessary confusion and frustration for customers
• Reputational damage to my business
• A completely avoidable administrative mess

All while GoCardless refuses to provide any clarity or resolution.

For a company operating in financial services, this level of opacity and handling of funds is deeply concerning. Businesses rely on payment providers to be stable, transparent, and fair. This experience has been the complete opposite.

If you are considering GoCardless for your business, be aware that your account can be shut down without explanation, and funds you expect to receive may never reach you.

I would strongly advise looking at alternative providers that offer clearer communication and more reliable handling of business funds.

Reliable, website easy to navigate and good customer support

Meine anfänglichen Erfahrungen mit GoCardless waren durchaus positiv. Die ersten Lastschrifteinzüge funktionierten reibungslos und ohne Probleme. Auch die Benutzeroberfläche sowie die grundsätzliche Funktionalität der App sind übersichtlich und gut umgesetzt.

Im weiteren Verlauf kam es jedoch wiederholt zu Nachfragen bezüglich Rechnungen und vertraglicher Grundlagen der Lastschrifteinzüge. Diese Unterlagen wurden von meiner Seite vollständig eingereicht und auch bestätigt.

Trotzdem wurde das Konto schließlich aufgrund eines vermeintlich „auffälligen Umsatzverhaltens“ – konkret wegen eines höheren Umsatzanteils mit einem einzelnen Kunden – ohne echte Klärung gesperrt. Zwar gab es eine Rückfrage, diese wurde jedoch beantwortet. Statt auf die Inhalte einzugehen, wurde das Konto kurz darauf mit der Begründung geschlossen, man bewege sich in einem „dubiosen Bereich“.

Dieses Vorgehen ist aus meiner Sicht absolut unverständlich. Es fehlte an transparenter Kommunikation, nachvollziehbarer Begründung und vor allem an kundenorientierter Klärung. Eine solche Behandlung erschwert die geschäftliche Tätigkeit erheblich und hinterlässt einen sehr negativen Eindruck.

Fazit:
Gute technische Lösung, aber gravierende Schwächen im Kundenservice und im Umgang mit Geschäftskunden. Leider keine Empfehlung.

Compte bloqué sans explications, argent client bloqué sans possibilité de retour.
Solution à fuir !!! Une perte de temps et d'argent je vous déconseille. Passez votre chemin ce n'est pas une entreprise sérieuse . Et arrêtez de dire n'importe quoi, vous avez jamais essayé de me contacter vous avez a bien faire votre travail le nom commercial regardait bien le siret c'est le même bonne d incompétents

Using GoCardless as my online payment gateway was the best decision I made for my website sales.

Thank you for this awesome platform, GoCardless!

Service clients déplorable , le seul moyen d'avoir le support pour une urgence est de laisser un message et ils vont nous recontacter, mais surtout il ne faut pas que cela soit important ou urgent !!!

Ich wollte neu Kunden bei ihn leider abgeleht oder verweigier ist frechheit

I would like the option of filtering customers alphabetically either by first name or surname. I cannot believe this is not an option already.

Compte bloqué sans explications, argent client bloqué sans possibilité de retour.
Solution à fuir !!!

Il n'y a aucun mail envoyé, bullshit!

I found that GoCardless personnel have been attentive in providing information as requested. I was not clear with my request initially due to not understanding your online system.
Thank you very much for your further reply and appreciate your continued help

I am in my 4th year of using this company and I cannot fault them. Really easy to set up and use, easy to download and fast what info you need. Highly recommend to take out the stress of collecting customers subscriptions.

Awful company! Stay away!!!

Je suis Client Gocardless.
Sachez que n'importe quel client peut entrer des coordonnées bancaires qui ne sont pas les siennes sur un mandat, sans aucune vérification de la part de Gocardless.

C'est ainsi qu'un fraudeur a utilisé un RIB qui ne lui appartenait pas pour payer notre service à hauteur de près de 9000€

Gocardless n'a pas voulu rembourser

EDIT : suite à la réponse de Gocardless - j'ai évidemment mis cet avis après l'intervention de l'équipe qui n'a pas été fructueuse et qui n'a servi qu'à discréditer Gocardless

Cancelled all our DD’s without informing us, due to some (newly required) missing info, which was simply an address update!!

Consequently, 2 months worth of DD’s weren’t taken, and more annoyingly, they contacted our customers to say that we had cancelled their DD’s and that our charges no longer applied.

Appalling service.

Great service, could do with being a little quick with payment mandates and payouts,but otherwise very easy to use

Einmal versucht und muss sagen kompletter Schrott. Das Konto gesperrt der kunde wird darüber angeschrieben sehr unseriös.

DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCE

As a start up they were good. Now acquired they are world class awful. Close your accounts without notice with active mandates and could not give a fig that they destroy your business and relationship with customers as a result. All they tell you is open another one. What a total and complete joke. Do not go near them and save yourself a major headache.

Absolutly nightmare to get in tough with there account dept, but happy to take my money.

This experience with GoCardless has been extremely frustrating.

Our company has been trading for six years with no issue with other companies.

We signed up to GoCardless last month and received a single payment through the platform from a new customer wishing to purchase branded clothing for her gym.

The customers payment (£500) was held while checks were completed, which we understood.

However, our account was later rejected and closed.

Since then, we have repeatedly contacted GoCardless to ask when the £500 will be returned to the customer or otherwise resolved.

Unfortunately, we have received no clear explanation or timeline. The only responses we have received are generic emails confirming that the account has been closed.

At this point, there has been no clear communication about what happens to the funds that are currently being held.

Because of this lack of transparency, we have now contacted the Financial Ombudsman Service to investigate the matter.

Businesses rely on timely access to their funds, and holding money without clear communication is unacceptable. Unless this is resolved quickly, we will be forced to pursue further action.

Steer clear.

UPDATE 30.03.26

STILL WAITING FOR THE PAYMENT TO BE REFUNDED TO THE CUSTOMER - A MONTH ON!

Generic emails from bots that simply keep reciting the same BS