Pagar.me: Unethical Practices, Lack of Transparency, and Unjustified Account Freezes

Dear Pagar.me Support Team, I am writing to formally express my dissatisfaction with your payment gateway services, which have caused significant operational and financial challenges for my business. After negotiating card fees, we implemented Pagar.me as our payment solution, only to encounter numerous issues that highlight a lack of transparency, unethical practices, and poor customer support. 1. Faulty and Non-Transparent Reporting From the outset, we experienced severe issues with Pagar.me’s reporting system. Critical information necessary for bank reconciliation, sales tracking, and fee analysis is intentionally withheld, making it nearly impossible to manage resources effectively. This lack of transparency creates unnecessary hurdles for clients, forcing us to rely on incomplete data for financial decision-making. 2. Unjustified Deductions and Hidden Fees With every transfer or withdrawal, Pagar.me imposes additional fees and deductions without clear justification or documentation. These practices were never disclosed in the commercial proposal, the only document provided since Pagar.me does not work with formal contracts (a red flag I now understand). This lack of contractual clarity allows Pagar.me to operate unethically, leaving clients vulnerable to unexpected charges. 3. Abusive and Unilateral Account Freezes The most egregious issue is Pagar.me’s practice of unilaterally freezing client funds without plausible justification. Currently, R$60,000 of my company’s revenue is blocked in the platform. According to your customer service team, these funds cannot be liquidated or anticipated under conditions other than D+15 days. To modify this, you demand additional documentation, such as balance sheets and financial results, as if you were offering a loan rather than holding funds from sales that have already been processed and fees paid. This abusive practice adds unnecessary bureaucratic steps and delays, further harming businesses that rely on timely access to their resources. It is unacceptable for a payment gateway to withhold funds that rightfully belong to the client, especially without clear communication or justification. 4. Poor Customer Support and Unethical Practices The lack of responsiveness and support from Pagar.me’s customer service team exacerbates these issues. The absence of a formal contract and the unilateral imposition of restrictions demonstrate a clear disregard for client rights and ethical business practices. Conclusion My experience with Pagar.me has been overwhelmingly negative, and I would never recommend your services to any business. The lack of transparency, unjustified account freezes, and unethical practices have caused significant financial and operational harm. Additionally, I would never work with Pagar.me or any company within the Stone group again due to these abusive practices. I demand the immediate release of my blocked funds (R$60,000) and a detailed explanation of the reasons behind this freeze. Furthermore, I urge Pagar.me to revise its policies to ensure transparency, fairness, and respect for client rights. This complaint will be shared across relevant platforms to inform other businesses about the risks of working with Pagar.me. I hope this feedback prompts meaningful changes in your operations and customer service practices. Sincerely, Fernanda Dubal COO Ado Atelier