My organization signed up for Wix Payments to collect membership dues. We were approved to receive payments, but after several weeks of poor communication, Wix ultimately denied us for payouts. This means Wix has accepted payments on our behalf, but we have no access to those funds.
I’ve repeatedly contacted Wix support over the past several weeks, requesting a refund of the processing fees they charged on these transactions. I have been reassured several times that my ticket has been “escalated” but have yet to receive a resolution.
In the meantime I have members waiting for their dues to be refunded so they can repay under a new payment processor, but because of the fees Wix collected there aren’t sufficient funds in Wix to issue the refunds.
Has anyone else encountered this issue? If so, how did you get it resolved? Are there any specific steps I can take to escalate this further?