Gocardless hijacked funds from a customers payment. This Company would appears to be a complete scam. On June 25, 2020 we applied to receive ACH payments through the Gocardless for Xero via Xero directly as it was recommended integration, but that decision ended up being a HUGE MISTAKE. After signing up, we were notified that we could start taking payments immediately, while the account was being verified. We logged on to Gocardless and uploaded the requested copy of a bank statement, and assumed everything was in order. On July 29, a large customer paid a nearly USD$4,000 invoice via the Gocardless ACH payment link directly on the Xero invoice, and we were notified via Xero that the customer paid the invoice in full. Our bank however never received the payment. When we contacted our bank, they saw no incoming wire payment, though the customer has a receipt showing the payment, and the amount had been deducted from their account. We logged onto the Gocardless portal, and saw the payment in there, less the GoCardless fee, but the account still appeared to be unverified, as it stated at the top of the page "You can now start taking payments! We're verifying your account to activate payouts - this normally takes a few working days and we'll email if we need anything else". We contacted Gocardless on several occasions, and were given canned go responses. We then contacted Xero directly, and were told to contact Gocardless directly. Over the next several week we opened several support cases with Gocardless, and were told that the "review that took place on your account, which unfortunately was not completed successfully" and basically that our account has been closed (while retaining our customers payment to us). We then had several correspondences with Gocardless only to be told that they cannot simply pay the amount into our account, and that they would be in contact with our customer to reverse the payment. More than a month on, and the payment is still in the hands of Gocardless, and to this date, customer, nor the customers bank, has never been contacted by Gocardless regarding the payment. The customer at their own expense did a trace on the the payment, and it simply shows paid to us, though it is sitting with Gocardless. The customer has a receipt showing our invoice has been paid, and we would appear to have lost face with the customer. Now, Gocardless is saying we need to ask our customer to contact their bank, and ask them to reverse the charges for the invoice they paid more than a month ago! This is completely unprofessional, and leaves a huge scar on our reputation with the customer. Meanwhile, the customer has other outstanding orders and bills that will need to be paid, which they won't until this is all taken care of. So, today is now September 3rd 2020, and we are still awaiting a payment to our bank account, or at the least, a reversal of the charges to our customer. There appears to be no customer service phone numbers, and Gocardless simply refuses to call us back to discuss the next steps. Over the past month+, we have had multiple people spend countless hours both trying to track down the payment, and now we have to shift our focus on trying to win back the client's trust and business that until that point had been thriving. We are now at the point of seeking legal counsel to discussed the hijacking of this one payment, and damages caused to this customers relationship. If anyone from Gocardless or Xero wished to look up the history of the payment that is in Gocardless's possession from 7/29-2020 is referenced below: Gocardless Case#s 1111778, 1135651, 1143924 Xero Case # CX0010311882