BBB Accredited Business since

ChargeSmart.com

Additional Locations

Phone: (866) 724-2743 120 2nd Street  Floor 4, San Francisco, CA 94105 View Additional Email Addresses http://www.tio.com View Additional Web Addresses


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Description

This company offers online payment service that allows you to pay mortgage, auto, education loan, and utility bills using a credit or debit card.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that ChargeSmart.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for ChargeSmart.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 26 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

26 complaints closed with BBB in last 3 years | 11 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 3
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 8
Total Closed Complaints 26

Customer Reviews Summary Read customer reviews

2 Customer Reviews on ChargeSmart.com
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

BBB file opened: May 14, 2009 Business started: 01/28/2008 Business started locally: 01/28/2008 Business incorporated 12/21/2010 in WA
Type of Entity

Corporation

Business Management
Mr. Jake Cunningham, VP Product Development, Mr. Dana Brooks, Manager, Operations
Contact Information
Customer Contact: Mr. Dana Brooks, Manager, Operations
Principal: Mr. Jake Cunningham, VP Product Development,
Number of Employees

10

Business Category

Payment Processing Service

Method(s) of Payment
Visa, MasterCard and Discover for all categories. American Express is also accepted for Utility payments
Refund and Exchange Policy
Completion of a payment transaction is contingent upon both the authorization of payment by the applicable credit card company and acceptance of the payment by the relevant mortgage, auto, education lender or utility company. In the event that the payment is unable to be processed, ChargeSmart™ will attempt to notify the consumer at least once using the contact information they have provided. In these instances, the credit or debit card payment can be refunded. For all other cases, where the credit card was accepted and the mortgage, auto, education lender or utility company accepted payment, there are no refunds.
Service Area
Area Business Services: Nationally
Alternate Business Names
ChargeSmart Tio.com
Products & Services

Safely and conveniently pay all your monthly bills from one place, using your credit or debit card. Log in to use your safe and encrypted stored payment methods, or set up automatic payment schedules to avoid missing due dates.


Customer Review Rating plus BBB Rating Summary

ChargeSmart.com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1161 Mission St.
    Floor 1

    San Francisco, CA 94103

  • 120 2nd Street
    Floor 4

    San Francisco, CA 94105 (866) 724-2743

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

3/28/2016 Advertising/Sales Issues
3/25/2016 Advertising/Sales Issues
3/15/2016 Advertising/Sales Issues
3/11/2016 Problems with Product/Service
2/26/2016 Problems with Product/Service
2/4/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company I was trying to pay never received the money that I paid ChargeSmart to use to do so. On 1/9/2016, I enlisted ChargeSmart's services to pay my utilities bill. I made a payment of $153.47 + the $5.99 service fee. I was aware it would take 2-3 days to post to my DTE Energy account. It has since been 9 days (This complaint was opened on 1/18/2016) and still has not posted. Payment Reference Id: XXXXXXX

Desired Settlement: I am seeking a full refund of all money paid to ChargeSmart, as their service was not performed as promised.

Business Response: Final Consumer Response /* (2000, 9, 2016/02/04) */ The payment did post, albeit 9 business days after payment was submitted and the day after the complaint was filed.

1/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Money was not delivered to appropriate business I gave $200 to pay a Sheffield financial payment for a motorcycle and they have not received the payment its been 3 days if it isn't there by Friday i will get penalty fees the account # is XXXXXXXXX i used a debit card i really need something done immediately i work from 6am to 6pm Monday-Friday

Desired Settlement: If not fixed by tomorrow i want my money back

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Hello, ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, and Discover). Our fee is clearly displayed before a payment is submitted. ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. Our customer, Mr. ****** submitted his payment to Sheffield Financial on 12/11, and was advised that his payment would post in 2-3 business days. His payment was confirmed to have been received by the biller on 12/14, the following business day. The date this case was opened was the second business day after submission, and likely the date the payment posted. We spoke to Mr. ****** on 12/18 and confirmed the account number provided to have been correct. We believe this matter to have been prematurely reported, and also resolved. Please advise if further information is needed to show that ChargeSmart acted in accordance with its terms and conditions.

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid Duke Energy electric bill to Duke -Progress energy Carolinas in error on 10/03/2015 and 10/22/2015.Bill not paid nor funds returned. Paid Duke Energy bill thru Charge smart on 10/03/2015 for $144.99 reference # XXXXXXXand on 10/22/2015 for $308.99 reference # XXXXXXX. Neither have posted to electric bill nor has funds been returned. Duke -Progress energy Carolinas received $140.00 & $300.00 payments for acct # XXXXXXXXXX. Have been told by Duke was wrong area and Duke Progress has failed to return funds to me for unlocated account nor transferred funds to Duke Energy of North Carolina. Causing my power to be disconnected. Missing $440.00 in funds for my electric payment.

Desired Settlement: Since Duke-Progress Energy Carolinas has or will not transfer funds to Duke Energy of North Carolina nor return funds to me for unlocated account number. I request an immediate refund of the two payments equaling $440.00 plus the charges of $4.99 & $8.99 charged for processing.

Business Response: Initial Business Response /* (1000, 11, 2015/12/24) */ ChargeSmart has successfully reversed these payments from Duke Power and has issued a refund to the customer for both. Email refund confirmations have been provided to the customer for both payments. Please advise if further information is needed to show that ChargeSmart has fully reimbursed the customer for these unpostable payments. Initial Consumer Rebuttal /* (2000, 13, 2016/01/12) */ Ms. *********** Am just now finding and reading the e-mail you sent on January 5, 2016. I would like to advise you that ChargeSmart has returned all the money sent to Duke Energy in October, 2015 HAS BEEN RETURNED to me. I received the funds on December 24, 2015. I received the $140.00, $300.00 and both charge fees. I want to thank you for handeling this and getting my funds returned to me. You do not know how much I appreciate you and your assistance. Again, the money has been returned to me and I am very grateful for all you have done to make sure this was taken care of. As far as I know, this case can be close. Closed as successful. Thank you and sincerely, ******** A *****

1/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Payment resulted in an error, but I was still charged and not refunded. I never received a refund and my credit card was charged even after I received this email: There was an error with the payment you submitted to: T-Mobile Wireless The payment reference id is: XXXXXXX Our system indicates that the error was related to your account number. The account number provided was: XXXXXXXXX

Desired Settlement: Refund in full $295.78

Business Response: Initial Business Response /* (1000, 11, 2016/01/05) */ This payment was refunded at the customer's specific request on 12/18. Refunds typically take 2-3 business days to post, which would translate to 12/21-23. The date in which this case was opened was business day number one, which is too soon for the refund to have processed successfully. We're glad to see that the customer has received the expected refund and closed the case as resolved.

12/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Tried several times to contact them by phone to cancel a payment that was made on 11-2-15. They keep you on hold for over 30 minutes and then hang up This company will not answer .

Desired Settlement: refund

Business Response: Initial Business Response /* (1000, 5, 2015/11/17) */ Hello, ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, and Discover). Our fee is clearly displayed before a payment is submitted. ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. Our customer submitted a payment on Monday November 2nd and shortly thereafter tried to contact our customer support team by phone. We were experiencing a heavier-than-usual call volume on this Monday morning, within our first hour of the business day, and were unable to field this customer's call within a reasonable amount of holding time. When we have a heavy call volume, we ask that our customers provide us a number for a callback, or to leave a voicemail, both of which would be received and handled within the business day. We show that our customer did not choose one of these two options and was disconnected as a result, after approximately 10 minutes of holding. We also see that the customer called back and hung up almost immediately twice. We regret the inconvenience caused by this heavy call volume, but feel that our alternative contact methods provide a fair avenue to resolve customer issues in these cases. We did not call the customer back, as no voicemail or callback request was made, and we did not receive any email request to cancel payment. As such, the payment was submitted to the biller as had been originally requested. Upon receipt of this complaint, we contact the customer's biller and reversed the payment. The payment was refunded in full, as was requested. We consider the matter to be resolved, as all customer requests have been fulfilled. Please let us know if any further clarification is needed to show that all requests were met as received.

11/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on web search showed WE ENERGIES pay online. Once in site no ID of chargesmart only WE. Made payment & on way to cancel. charged my account 4.99 10/13/2015 went on site to pay WE Energies account. Site said We Energies Online payment. Once in site only WE Energies shown. No indication I was in CHARGESMART site or there was a fee. Once I clicked make payment then showed CHARGESMART and a fee of $4.99 to pay a $20.38 bill. I then called their 24 hour service # and was told I won a carribean trip for about $59 by pressing #1. I didn't press 1. No other options offered . the automatic voice then hung up. Complaint "CHARGESMART" never ID themselves misleading me that I was paying directly to We Energies when I was not. No mention of any fee until received by their e-mail charging me $4.99. When called their tow free number XXXXXCHARGE I got a machine asking how old I was & then an offer for some free medical alert information by using # number 1 or deny by # number 2. I selected 2 and then was told I won a free cruise to the carribean for $59.00. Punch #1 and it was mind. No other option given. The machine repeated the "offer" again and when I did not punch 1 it said "goodbye". I called We Energies and they had not heard of CHARGESMART but would have their fraud team investigate. ChARGESMART now has my credit card info and I am concerned of further charges.

Desired Settlement: CHARGESMART reimburse the $4.99, remove/stop the $20.38 to WE Energies (I will pay them direct as I intended too), remove my card # from their files and verify this to BBB and me by written form signed by a contact person.

Business Response: Initial Business Response /* (1000, 8, 2015/11/04) */ Hello, ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, and Discover). Our fee is clearly displayed before a payment is submitted. ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. ChargeSmart's website has a distinct green and gray color scheme with the ChargeSmart Bill Payments logo on every page in the upper left hand corner. ChargeSmart states on each page that it may or may not have any direct affiliation with the listed biller(s). These measures are taken to avoid any confusion that customers may experience in assuming that we are their biller, rather than a third party bill payment service. While it is true that are not directly affiliated with WE Energies, they do have the ability to contact us, should they choose to do so. It seems as though the WE Energies support agent with whom our customer spoke had not heard of our bill payment service before. To address our customer's specific claims, we do not advertise a 24 hour service number. Our support hours are M-F between the hours of 8am and 6pm Pacific Standard Time. It is also clear that our customer incorrectly dialed our phone number, as it is a verifiable fact that we do not offer Caribbean cruises, nor do we solicit the age of our customers, nor do we offer free medical alert bracelets. We show no record of our customer reaching our actual support number of XXX-XXX-XXXX, though we did receive an email request to cancel the payment on 10/13 after our business hours. Upon receipt of this email on 10/14, we promptly voided the customer's charge, as requested. No payment was received and no service was rendered. The ChargeSmart account has been closed, so that no further charges can be made. We're truly puzzled by the customer's claim that our toll free number led to an offer for a Caribbean cruise or a medic alert bracelet. Anyone can, at any time, call our toll free number and verify that it leads to ChargeSmart and ChargeSmart only. Additionally, having fulfilled our customer's request to cancel the payment, we consider this matter to be resolved.

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ChargeSmart haven't submitted my payment to the biller: ********* Financial LLC. When I logged on to ********* Financial LLC's website to make a payment, the website redirected me to ChargeSmart.com to make the payment. I set-up my account and made the payment on 8/8/15. The receipt clearly states, " please allow 2-3 business days for your payment to post. Since 8/8 was on a Saturday, the payment should have posted no later than 8/12. I called *********'s today 8/18 and was told that they were not really affiliated with ChargeSmart and have no way to contact them but they do receive payments from them occasionally. My question was how does this happen? The CSR stated, " Some system will redirect you to another website for a transaction. I called ChargeSmart today but was told to leave a message and someone will call me back in one day. I called *********'s and made a payment over the phone today which made my payment late. I have a 800+ credit score and do not want my credit damaged. I pay all my bills on time. I will never do this again.

Desired Settlement: Require that business to credit my payment back to my checking account as I have found an alternate means to make my payment.

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, and Discover). ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. ChargeSmart's website has a distinct green and gray color scheme with the ChargeSmart Bill Payments logo on every page in the upper left hand corner. ChargeSmart states on each page that it may or may not have any direct affiliation with the listed biller(s). These measures are taken to avoid any confusion that customers may experience in assuming that we are their biller, rather than a third party bill payment service. While it is true that we are not directly affiliated with Sheffield Financial, they do have the ability to contact us, should they choose to do so. The customer visited our website on Saturday, August 8th and submitted a payment to Sheffield Financial in the amount of $225.00 with a service fee of $6.99. Also presented was the information that it takes 2-3 business days for a payment to post, which was noted on-screen and in our email receipt. On Monday 8/10, our Risk team was motivated to cancel the customer's transaction, as its characteristics and the risks associated with accepting and remitting the transaction were deemed unacceptably high. We voided the transaction before it settled out of the customer's bank. We sent an email notice of the payment's cancellation, just as we had sent the payment's original receipt. When a payment is voided, the pending authorization will simply drop off anywhere between 1-5 business days, depending on the bank. The funds that were on hold with the bank would have been released to the balance of funds, or available credit within this time frame. We see that this void was accepted by the customer's issuing bank, that no funds were taken by ChargeSmart, and that no service was rendered. As such, there is no credit to be issued to the customer. Feel free to reach out if further clarification is needed to show that ChargeSmart acted in accordance with its terms of service. We apologize if there was any lack of clarity that the payment has long since been canceled, despite our best efforts to inform the customer of this information. Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) On 8/18, after I submitted this compliant a company representative called me to let me know the funds were never withhold from my account as an email canceling the transaction was sent following the receipt. On the same day, I alerted my bank and requested that a hold be placed on the transaction; since, I never received the alleged cancellation email. I allowed ample time (10 days) for the transaction to clear my account before I called the biller to inquire the payment. This is the first and last time, I'll pay any biller indirectly.

8/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Multiple times, ChargeSmart did not submit payments, the result being $161 in late fees from Toyota. ChargeSmart refused to refund the money. In 2011 we bought a Toyota RAV4 from the Toyota dealership in Berkeley. The financier at the dealership signed us up for "automatic payments" without telling us that we were using ChargeSmart (he passed ** off as if we were submitting payments straight through Toyota Financial). Multiple times, ChargeSmart did not submit our payment (the records show the payment "failing" on the day it was due, but then show the payment going through successfully later. Recently we received an email from ChargeSmart stating that the card we had on record was set to expire. So I went to the ChargeSmart website and inputted a new credit card. It asked me if I wanted to set it as the default card for this payment. I clicked "Yes". Three months later, we received a call from Toyota Financial saying that we hadn't made any payments for the last three months, and that our loan was at risk of going into default, and that we also owed $161 in late payments. I went to the ChargeSmart website to see what happened. When I went to my account and went to the "Recurring Payments" tab, it had the NEW credit card listed, and that the payment was scheduled. Yet the payments never occurred. So I called ChargeSmart to see what happened on Monday June 22nd, and they said that I had never selected the new card to be used as the default card for payment, even though I had. I asked to speak to a supervisor, and the operator told me there was no supervisor and that he would have the supervisor call me back. I waited all week and never received a call. I called back today (6/29) and explained my complaint. The operator said he saw the note from my previous call, and said he "didn't know what happened" as to why no supervisor had called back, then explained that he himself was a supervisor. He told me my complaint was invalid and that the fault was mine for not setting the new credit card as the default card for the payment, even though I explained to him that I had in fact done that. As I spoke to him, I was looking at my "Recurring Payment" tab on the ChargeSmart website, and it did have the NEW credit card information listed. He told me that it must be a compatibility issue with my browser, and that on his end he saw the OLD credit card still listed for payment. He said that "his end didn't show any errors", so the fault is must be on my end. He refused to refund the late charges that amassed due to ChargeSmart's inability to submit the payment. I immediately canceled my account with ChargeSmart without receiving any resolution besides "It was my fault."

Desired Settlement: I would like ChargeSmart to refund me $161, since Toyota Financial has charged me $161 in late fees due to ChargeSmart not submitting the payments.

Business Response: Initial Business Response /* (1000, 5, 2015/06/30) */ Hello, We have used the provided customer information to check our records and unfortunately have no record of a ChargeSmart customer with the name, phone number, address, or email address provided. Additionally, we are unable to locate a Toyota Finance customer with the same last name or zip code. We take these matters very seriously and would be happy to investigate this customer's claim, should their grievance truly be with ChargeSmart and not another bill payment service. If the customer believes their account to be with ChargeSmart, we will require the name and/or phone number or email address on the ChargeSmart account. Thank you Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The account is under my wife's name, ***** ******. Email address for the account is *******@gmail.com Final Business Response /* (4000, 9, 2015/07/26) */ Thank you for providing the information that matches our records. The customer has used the ChargeSmart system to successfully make automated monthly auto loan payments since October of 2011. ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. In June of 2012 we see that a new card was added to the ChargeSmart account and was associated with the payment schedule with the assistance of one of our agents. At this time it was made clear that the payments were being handled by ChargeSmart, and not by the customer's loan servicer directly, had it not been known previously. All communications made to the customer via email and phone were done so as ChargeSmart in an effort to prevent confusion that we are directly affiliated with the billers to whom we submit payment. While we do provide the tools necessary for our customers to independently add new payment cards and adjust payment schedules, it is common for customers to reach out to our support team for the peace of mind and confirmation that they can let their bills to be paid automatically without further effort. It appears that when the payment card associated with the automatic payment schedule expired in March of 2015, it was not replaced before the April payment attempt. When our system recognized that the chosen payment card had expired when attempting to make April's payment, we froze the automatic payment schedule and sent an email notice to prompt the addition of a new payment card. After reviewing the customer's logs on our website, which are not made readily available to all support staff, as was the case on 6/29, we have uncovered the following information: When the new payment card was added to the ChargeSmart account, it was selected to be the default card, as the customer stated accurately. The status of default card simply designates that payment card to be the one that is presented by default when making new payments on a one-at-a-time basis. Our records indicate that our customer had also deleted the previously used card before setting the payment schedule to run using the new payment method. When the expired payment card was attempted to be deleted, we presented an on-screen pop-up message that reads: "This payment method has a recurring payment associated with it. Please update the recurring payment before deleting this payment method." This warning was not heeded and the card was deleted. The customer then visited the automatic payment schedule and saw that the automatic payment schedule was presenting the one and only payment card as the available funding source, as it was the only funding method. The next payment date was presenting the next day's date, as that was the next available payment date. This information would have needed to be saved in order for the payment schedule to be updated and unfrozen. This requirement for deliberate action on behalf of the customer is to prevent to the processing of payments unwantedly. No such action was taken, and the automatic payment schedule was left in its frozen state and no payments were scheduled to be made. We understand that it may be confusing to follow a specific order of operations when manipulating an automatic payment schedule. Our support team is made available to assist a customer when needed, and to correct these mistakes before they result in payments not being made. We also understand that the customer feels it is our responsibility to reimburse three months of late fees, though it would have been evident after just one day that the payment schedule was not updated correctly. Simply reaching out to support or revisiting ChargeSmart would have shown that no payment had been scheduled or otherwise made. No payment confirmation emails would have been sent while the payment schedule was still in a frozen state, and no funds were withdrawn from the customer's payment account. The lack of evidence that payments are being made along with a surplus of funds in a bank account is often evidence enough for one of our customers to recognize that their payments have not been made. Prior to the bill not having been paid for three months, no communication was made to ChargeSmart to investigate the matter. We truly regret that our customer, after having successfully used the system for such a long period of time, unsuccessfully updated their automatic payment schedule and failed to recognize or correct the matter for several months, accruing the previously mentioned late fees. Unfortunately we are unable to refund these late fees to the customer, as they were not charged by ChargeSmart, but by the customer's auto loan servicer. While ChargeSmart's tools make it easy and convenient for its customers to pay their bills automatically using a debit or credit card, it is the customer's responsibility to ensure that the service is used correctly and that payments are made to their biller(s) as required by any financing agreement. We regret that this matter was not recognized by the customer sooner, and that we were not given an opportunity to correct the matter sooner and prevent the accrual of three months of late fees. Please see that ChargeSmart acted in accordance with its terms and conditions, and provided its services without fail when used correctly by the customer. Final Consumer Response /* (4200, 11, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can see in ChargeSmart's response, they recognized that I received the email about my credit card being set to expire, and that I added a new credit card and set it as my default card, as well as deleting the expired card. They then admit: "We understand that it may be confusing to follow a specific order of operations when manipulating an automatic payment schedule." This is my overall complaint. I did my very best to put in my new credit card and set it up as the card that makes the automatic payments. I did receive the warning that "This payment method has a recurring payment associated with it. Please update the recurring payment before deleting this payment method." When I put in my new credit card, I selected the bullet that made the new card the one that is used for the recurring payment, but it clearly did not work. That's a website malfunction. When I called ChargeSmart, as the person in the prior message suggested that I never did (and he also mentioned how friendly and helpful their customer assistance team is), the "supervisor" told me that it was my fault and it must have been some issue with MY web browser. His tone was basically the same as the previous message above: everything is my fault (and really, the tone in the message above tries to pain me as incompetent, which I surely am not when it comes to computers and using online service; I currently use many online service with automatic payments, and this is the only one I've ever had trouble with). Thus, I do not accept ChargeSmart's response, and I am even more put off with them now after this response. The fact that they continued to "regret" that I was unable to act probably (or, "navigate" their system) shows an unnecessary stubbornness. And blaming me for not noticing right away that the payment didn't go through does not answer the problem of their malfunctioning, confusing website, which they themselves even admit is confusing.

7/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Chargesmart hacked my car payment website and illegally charged my online account. On April 1, 2015, I paid my car payment in the amount of $764.00 to Santander Consumer USA with my debit card on their website. I noticed the amount came out of my checking immediately and it usually takes 2 business days. Yesterday, I received 3 e-mails from Chargesmart, a company I never heard from, thanking me for choosing them to handle the billing for my car payment, noting I requested automatic billing from my debit card on the 1st of every month and asking me to provide the phone number I called from to contact them. I think they have hacked Santander Consumer because the web site was identical to Santander's and I never went on a website for Chargesmart. I looked at my online checking account again and instead of Santander Consumer, their phone #, Texas, it said Santander, Seattle, WA. I have read the complaints online re: Chargesmart and don't understand why they are still in business. My account # with Santander Consumer is XXXXXXX; I will not write my checking account # on line. I run an excellent virus protection problem and have no passwords ****** online. I believe Chargesmart duplicated Santander Consumer's website. I NEVER heard of Chargesmart, never contacted them. This is fraud. ADDITIONAL DETAILS: Case is being handled by another organization: Wells Fargo

Desired Settlement: If Wells Fargo is unable to refund my money that Chargesmart illegally withdrew from my checking account, I want them to refund money they stole from me that did not go to Santander Consumer to make my May car payment. My online account with Santander states my payment is overdue and there is no record that I was on their website on May 1. I have never been late with my car payment. It has consistently been paid on or before the due date, which is the first of every month.

Business Response: Initial Business Response /* (1000, 8, 2015/05/29) */ ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, and Discover). ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. ChargeSmart's website has a distinct green and gray color scheme with the ChargeSmart Bill Payments logo on every page in the upper left hand corner. ChargeSmart states on each page that it may or may not have any direct affiliation with the listed biller(s). We do not use the logos, trademarks or characteristic markings of any of the billers to whom we remit payments. These measures are taken to avoid any confusion that customers may experience in assuming that we are their biller, rather than a third party bill payment service. Our customer, Ms. *******, visited our site on 5/1 and submitted an auto payment to Santander using her debit card. As is the standard practice when making a payment with a debit card, we immediately authorized the charge with the customer's issuing bank and scheduled the payment to her auto loan servicing company, which was stated to post within 2-3 business days. At the point of payment, the customer also opted into an automatic payment schedule that was set to remit her auto loan payment on a regular basis each month on the date of her choosing. Participation in this automatic payment schedule is optional, and can be canceled at any time by the customer with no penalty or further obligation. The three emails we sent Ms. ******* on 5/1 were to serve as a receipt for her payment to Santander, a confirmation of her automatic payment schedule, and a welcome message that we provide to each new customer. This welcome email contains a link that can be used to access her newly created ChargeSmart account. When the link is followed, we ask that our customers authenticate access to the account by providing us with the phone number that was entered when the payment was made. Upon receipt of this complaint, we canceled the customer's automatic payment schedule, as it is clear that she did not intend to honor the terms of payment schedule, and intended to dispute the charge with her bank, despite it having been authorized at the point of payment. By the time we received this complaint, the customer's payment had already been remitted to and accepted by her auto loan servicing company, as was requested at the point of purchase. We regret that the customer did not fully understand the nature of our business and the terms and conditions of using our bill payment service. At no point was her personal or payment information transmitted in an unencrypted fashion, and at no point has her information been shared with an unauthorized agency, nor will it be. We have also closed the customer's ChargeSmart account, so as to further secure her customer information. Please see that ChargeSmart acted in accordance with its terms and conditions, and provided its services precisely as requested by the customer. Initial Consumer Rebuttal /* (3000, 10, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are lying. I have told you I never went to their site and NEVER have I requested a 3rd party to pay my bills and I rarely authorize auto-pay. Why would I go to a website I never heard of and ask them to pay my car payment when I have always paid on my car payment's website. As I have told you, the site appeared to be the one I do business with every month. I suspected something was wrong because the site that financed my car always notes my car payment made on the date I make it, even though it takes a couple of days to clear my checking account. When I called my finance company, they told me they had not received payment and had no record I was on their site. There is no way I would have gone to ChargeSmart's site, much less authorize a business I never heard of to automatically deduct money from my account. My payment was late for the first time because it is due on the first. I can't prove it, but I believe someone spoofed my finance company's website and I called my finance company and discussed this with them. I called my bank and requested a stop payment, but it was too late and so I cancelled my card. I am extremely careful and I when I later read reviews about ChargeSmart, there are many negative reviews. The reason they didn't have my phone number was because I never gave it to them. They sent me an e-mail requesting it and I already knew something was wrong. I want ChargeSmart to honestly explain how they received my information and notify my finance company why my payment was late. Wouldn't you think they would have asked for my address and other identifying information if I contacted them? I certainly wouldn't have provided it because my finance company has all of that information and I don't have to complete it when I make my car Payment. I believe ChargeSmart should have to show proof that I visited their web site. Well, they probably know how to also create that. One more thing, I never talked to them and didn't ask them to terminate auto-pay because I cancelled that card and was satisfied they couldn't wipe out my checking. They did send me an e-mail advising me they had cancelled auto-pay, but I believe BBB's inquiry prompted them to do so. Thank you for being so prompt in handling this from my 1st contact with you. Final Consumer Response /* (2000, 15, 2015/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are lying. I have told you I never went to their site and NEVER have I requested a 3rd party to pay my bills and I rarely authorize auto-pay. Why would I go to a website I never heard of and ask them to pay my car payment when I have always paid on my car payment's website. As I have told you, the site appeared to be the one I do business with every month. I suspected something was wrong because the site that financed my car always notes my car payment made on the date I make it, even though it takes a couple of days to clear my checking account. When I called my finance company, they told me they had not received payment and had no record I was on their site. There is no way I would have gone to ChargeSmart's site, much less authorize a business I never heard of to automatically deduct money from my account. My payment was late for the first time because it is due on the first. I can't prove it, but I believe someone spoofed my finance company's website and I called my finance company and discussed this with them. I called my bank and requested a stop payment, but it was too late and so I cancelled my card. I am extremely careful and I when I later read reviews about ChargeSmart, there are many negative reviews. The reason they didn't have my phone number was because I never gave it to them. They sent me an e-mail requesting it and I already knew something was wrong. I want ChargeSmart to honestly explain how they received my information and notify my finance company why my payment was late. Wouldn't you think they would have asked for my address and other identifying information if I contacted them? I certainly wouldn't have provided it because my finance company has all of that information and I don't have to complete it when I make my car Payment. I believe ChargeSmart should have to show proof that I visited their web site. Well, they probably know how to also create that. One more thing, I never talked to them and didn't ask them to terminate auto-pay because I cancelled that card and was satisfied they couldn't wipe out my checking. They did send me an e-mail advising me they had cancelled auto-pay, but I believe BBB's inquiry prompted them to do so. Thank you for being so prompt in handling this from my 1st contact with you. Final Business Response /* (4000, 14, 2015/07/02) */ The information provided in our original response was succinct and truthful. We regret that our customer is having such a difficult time understanding the nature of our business. We also stand by the belief that our original response directly explains and refutes any and all claims made by the customer. We consider the matter to be resolved.

4/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I used this company to pay my water bill On April X XXXX I use chargesmart to pay my water bill. All info I gave them was correct unfortunately my water company never received my payment. This company claims they sent my payment to Highland County water company inc. but on my statement it says Seattle Washington Now this company will not refund my money they say if the funds are cleared that means the company the payment went to will have to refund it. So I'm out 78.00 dollars so at this point I am going to the my bank and disbud the charges. Never ever going to use the place ever again I removed all my info from their site Please kick them off of the BBB They do not deserve it

Desired Settlement: There are people out there that works hard for their money company's like this just take advantage of them including me They need to be removed from the BBB and flagged a scam I would like to have my money refunded to me but I know that is never going to happen I just hope people do there research before place their bill paying to company's that just rob them blind

Business Response: Initial Business Response /* (1000, 5, 2015/04/14) */ It's unfortunate that we did not have the opportunity to speak with this customer before the complaint was submitted. We did have the pleasure of speaking with her on 4/10 and believe the customer's problem to be with a different business altogether. While the customer did use ChargeSmart on 4/7 to make a payment to Highland County Water, the charge descriptor that appears on her bank statement does not read "Seattle Washington" or anything similar. The charge for this payment reads "SGS*Highland County Water" and also provides our customer support toll-free number. This payment was delivered to Highland County Water on 4/8 and was applied to the customer's provided account number. ChargeSmart's support team received a call from the customer on 4/10, before our receipt of this complaint. One of our customer support representatives reviewed the details of the payment, confirmed the biller and account number to be the ones the customer intended, and that the payment had arrived at its destination as expected. To further research the matter with our customer, he then conference called a support representative from Highland County Water. The representative from the biller confirmed that the payment of $74.80 was received and had applied to the proper account, as originally requested, and within the anticipated timeframe of 2-3 business days. It would appear that the customer made another payment to another company the same day, which appears to be experiencing a posting delay or has been directed to an incorrect biller altogether. It seems that the customer will be resolving that matter with her bank, as the offending payment does not have clear customer support contact information included on the statement. We trust that this matter is resolved, as it pertains to ChargeSmart's delivery of services rendered, and look forward to our customer confirming that her grievance with ChargeSmart was reported in error. Additionally, we look forward to serving her in the future.

4/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Mortgage payment sent to the wrong address (error on their end), late payment assessed to my account. Called Chargesmart - never resolved. I payed my mortgage via Chargesmart on February 23, 2015 (payment reference id: XXXXXXX). It was never received by my mortgage company (Freedom Mortgage). I called both parties involved and neither had an answer to the situation - it simply seems that Chargesmart sent my money to the wrong address. Because the payment was late, my credit score was damaged and I was assessed a $100 late fee. Beyond this, I am also no longer eligible for a mortgage refinance that I had lined up to begin May 1st (saving me an additional $250/month - the late payment has made me ineligible.) I followed up several times with Chargesmart - both times talking with ***** (extension # ****** He was unable to help, but let me know that he would call me back in an hour or two. Never heard from him. I waited three hours before calling back and reaching him again. My request was that Chargesmart front the money to Freedom Mortgage to pay my past-due mortgage payment (since I don't have the funds to pay it again.) I said that they could then be reimbursed with the money they sent to the wrong address. He refused this request. He refused to reimbursement me for the late fee I incurred because of their error. He also refused to refund me the Chargesmart service fee I paid. I asked to speak to a manager or supervisor - but none were available to talk. I am extremely displeased by the experience. I also feel like the amount of financial hardship done to my family because of their negligence is worthy of some type of compensation. I ended up having a family member front me the necessary money to pay the mortgage payment to avoid an additional late fee from Freedom Mortgage. They charged me $15 to process this payment over the phone.

Desired Settlement: I would like the $100 late fee from my mortgage company refunded. I would like the $15 processing fee I incurred refunded (from paying them over the phone with a family member's savings account to avoid an additional $100 late fee). And I would like the original service fee I payed to Chargesmart refunded ($57.99). In total, I expect reimbursement for a minimum of $172.99.

Business Response: Initial Business Response /* (1000, 9, 2015/04/24) */ ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. ChargeSmart does not own or independently operate this payment network, but acts as an originator of payments being delivered through the network to established banking institutions and payees. We rely on these payees to keep their own payment remittance information up-to-date as their banking and business relationships change over time. ChargeSmart updates its system daily to reflect the most current information within this network to prevent any posting errors or delays for our customers. The customer visited ChargeSmart on 2/23 and submitted a payment to Freedom Mortgage Corp. At the point of sale, we informed the customer through various means that the payment was expected to post within 2-3 business days, as is to be expected with any of the payments made through the ChargeSmart system. It is common for customers to promptly reach out to ChargeSmart Support if they have not seen their payment post within the expected timeframe. While posting difficulties represent an exceptionally low percentage of all payments, ChargeSmart Support is well-versed in these matters and has developed the necessary relationships to resolve these issues when presented to us. In our experience, these posting difficulties are the result of an incorrectly entered account number, incorrectly chosen biller, or an issue specific to the biller that has caused a payment to remain unapplied without further assistance from a Support representative. We were first contacted by our customer on 3/30, nearly five weeks after the expected date of posting. At this time he stated that the payment was required to post no later than 3/31 to achieve a refinance of the mortgage. One of ChargeSmart's support representatives immediately reached out to the customer's mortgage lender to begin the process of locating the payment. While researching the matter, it was revealed that the remittance address on file for the lender, as it appears in the aforementioned payment network was not the one the lender presents to its account holders. Since ChargeSmart's payment submissions are done electronically, we did not send a payment to any physical address at all, but rather electronically, to the banking institution that represents the mortgage lender. Our Support representative assembled all of the pertinent information for our customer's as-of-yet applied payment and submitted it to the lender's research team for further review and research. At the end of the conversation, our representative indicated that we would need some time to further research the matter with both the customer and the lender's assistance. The claim that we refused to reimburse the customer for any incurred late fee misrepresents what was actually said by our agent. Our focus was to locate the payment and show that it had been in the lender's system all along, thus invalidating any previously applied late fee from the lender themselves. The claim that we refused to refund our own service fee is also incorrect. In addition to locating the payment, we sought to determine who is at-fault for any posting delays and determine what remedy can and should be provided by ChargeSmart. We understand that the customer wanted his desired remedy to be provided immediately based on his assumption that ChargeSmart had acted negligently, though this assumption was not taking into consideration the true nature of the error. Our support representative and the customer agreed to another conference call the following day to continue researching the matter, but it appears that the customer chose not to continue working with ChargeSmart to achieve an amicable resolution, as he did not call back as he had originally agreed. A member of ChargeSmart's management team personally reached out to the customer on 4/13 after our Support Team had obtained all the necessary documentation of the payment reaching the biller's payment account. This delay was due to the time required for each respective participant involved with moving these funds to complete their own internal investigation and remit their findings to ChargeSmart. The customer agreed to a conference call at a time that best suited the customer on 4/14 so that they could speak to the lender together and go over the matter as a group. The customer did not field this scheduled call, nor did he return the request for a call back to further discuss resolution. As originally promised, ChargeSmart continued to work with the biller to locate the payment and determine what had caused the posting error in the first place. While going over the matter with the lender directly, we were able to confirm as of 4/22 that the payment was applied to the customer's account with an effective date of 3/30. Also noted was the payment the customer made directly on 3/31. We were also told by the lender that no late fee had been applied to the account as a result of the delay in posting, as no payment was absent in excess of 30 days from the due date. We are unable to respond to the claim that that a refinance was made ineligible as a result of this delay, as we were not permitted any specific information from the account without the customer's cooperation and permission. When addressing the significant delay between when the lender's bank received the payment and it's posting, it was determined that the payment network's information for the lender is out-of-date, allegedly not having been kept current by one of the various banking institutions involved. The payment was electronically delivered to an account that is not regularly maintained by the biller, but swept on a monthly basis. This is of no fault to ChargeSmart or the mortgage lender, as we both rely on the banking institutions to accurately represent its billers. Upon learning this information, we immediately removed Freedom Mortgage as a valid payee on ChargeSmart to prevent further issues while we continue to work with both parties to correct the lender's erroneous network listing. We were also informed by the lender that the name of our customer is not the name on the mortgage account. It was speculated by one of our contacts at the lender that this discrepancy could have further exacerbated the posting delay. Having confirmed that the delay in posting is not a result of any service failure on ChargeSmart's behalf, and that no late fee is reported to have been applied by the lender, we respectfully decline the request to provide a remedy for any such late fee. We are unable to credit our customer for the fee assessed by the lender for payment processing, as this fee was not assessed by ChargeSmart. We have refunded the service fee assessed by ChargeSmart as a convenience to our customer. This electronic refund was issued on 4/22 and is expected to have posted to their provided payment card no later than 4/25. It is also our sincere belief that resolution of this matter would have been achieved within two or three business days from its reporting, had we been granted the full cooperation of the customer, not to mention more prompt notification of the posting delay. The customer's payment has been applied to the provided mortgage account and the service fee assessed by ChargeSmart has been refunded to the customer, as was requested. We consider this matter to be resolved and truly regret the trouble that our customer has experienced. Initial Consumer Rebuttal /* (2000, 12, 2015/04/28) */ 4-27-15 Sent via email: Yes - please close the complaint. Best, ****

4/7/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Chargesmart failed to notify me of suspicious activity on my American Express card. Someone used my credit card without my permission. The name that set up on the account did not match my name. Charge Smart charged my card on three different dates with two charges each day. In total, nineteen charges were made on my American Express card. I feel Charge Smart should have made an attempt to notify me or American Express of the suspicious charges.

Desired Settlement: DesiredSettlementID: Refund Charge Smart charged my credit card for $7336.16. I would like restitution for the fraudulent activity on my card.

Business Response: Initial Business Response /* (1000, 8, 2015/03/17) */ ChargeSmart, a web-based **** payment service that enables its customers to submit card-funded payments to a network of auto, mortgage, education loan, and utility companies, is acutely aware of the threat of payment card fraud to businesses and cardholders alike, and does everything possible to discourage fraudulent activity and to protect its customers. Along with other measures, ChargeSmart identifies patterns consistent with fraudulent activity, including but not limited to, atypical payment velocity, identity verification, and feedback from the cardholder's issuing bank. Much like the prevention of fraudulent activity, the resolution of fraudulent activity requires vigilance from all parties to card transactions, including issuing banks, businesses accepting payments, and the holders of payment cards. Additionally, timeliness is also a key factor in reversing any fraudulent charges and a merchant's ability to return funds. Typically, fraudulent charges can only be contested with the issuing bank for a specific period of time, which varies from bank to bank. These industry-wide statutes of limitations are explicitly disclosed to cardholders so that they may know the timeframes in which they must monitor their payment card activity and report any suspicious activity. We have learned that this consumer's American Express card was used for fraudulent purposes over a 14-month period beginning nearly two years ago. When the fraud was brought to our attention, we worked with the issuer to return the most recent transaction. Unfortunately, due to the long period of time that had passed ***** this activity occurred, the remaining transactions could not be returned from ChargeSmart or the issuer. In the interest of achieving the most amicable resolution possible for the consumer, ChargeSmart continues to attempt reversal of these reportedly fraudulent charges from the recipient payees. Any payment amounts successfully retrieved by ChargeSmart **** be immediately returned to the cardholder. We truly regret that Mr. ********* has been victimized and are sympathetic to his condition, as ChargeSmart has also been victimized in this scenario, given that we are not the ultimate recipient of these funds. Initial Consumer Rebuttal /* (3000, 11, 2015/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Now you understand my issues with ChargeSmart. They won't even respond to the BBB. Final Business Response /* (4000, 13, 2015/04/06) */ We certainly understand the frustration and regret associated with being victimized by card fraud, as ChargeSmart sustains losses of this nature just as a cardholder does when fraudulent transactions go unrecognized. As previously mentioned, we are neither the perpetrators of the fraudulent activity, nor are we the recipient of the payments in question in this case. As mentioned in our original response to the Better Business Bureau, ChargeSmart has complied with the regulations set forth for all merchants that accept American Express payments, and has incorporated the information from this case to further bolster our existing anti-fraud measures to prevent such events from occurring in the future. Please note that ChargeSmart's inability to comply with the customer's requested remedy is a result of the elapsed time between the fraudulent transactions occurring and their being reported as such. In no way is our inability to provide the customer's requested resolution by wilful disregard of, or a refusal to perform a duty that is available to us. Any and all remedies within our reach have already been issued, and we are continuing to work to connect the customer directly to the billing companies that retained the funds in question. Final Consumer Response /* (4200, 15, 2015/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe restitution is in order. Charge Smart allowed duplicate charges on same day to American Express. No effort was made to notify American Express or to me of red flag charges. I am more than frustrated.

3/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This place claims to pay your bill for you however mine hasn't been paid. They claim you can call customer service during tegular hours no ones there. You can't talk to a person to get your money back I don't know where my money is? The bill isn't paid. Isn't showing up. Now the company I paid showed up fine last night now is saying invalid biller. This is a scam artist company. They steal your money. No one even answers the phone during there "regular business hours" it's a joke. It's a ridiculous excuse for a helpful company. I demand a refund from these robbers. This shod not be a bbb accredited site. It doesn't even show you previous bills you have paid or anything like that.

Desired Settlement: This place is a joke I don't know what to do I need my money back on my card as soon as possible . This is not a credible company . They do no care about your your bill payment promptness. It's absoloutely ridiculous. I'm so upset and outraged

Business Response: Initial Business Response /* (1000, 8, 2015/02/19) */ ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, and Discover). ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. The complainant visited our website late in the evening of 1/25/2015. ChargeSmart's website has a distinct green and gray color scheme with the ChargeSmart Bill Payments logo on every page in the upper left hand corner. ChargeSmart states on each page that it may or may not have any direct affiliation with the listed biller(s). These measures are taken to avoid any confusion that customers may experience in assuming that we are their biller, rather than a third party bill payment service. The complainant submitted a payment to Georgia Power in the amount of $45.00, with a service fee of $4.99. This service fee was fully disclosed in bold lettering in a central location on-screen. Also presented was the information that it takes 2-3 business days for a payment to post. Shortly after submitting the payment, we received 2 emails that indicated that the complainant failed to notice our terms, wherein a payment requires 2-3 business days to post. We were reached by the complainant by phone the following morning, despite claims that we do not answer the phone, at which point we voided the transaction, as requested. No funds were taken by ChargeSmart, and no service was rendered, as specifically requested by the customer. Feel free to reach out if further clarification is needed to show that ChargeSmart acted in accordance with its terms of service. We apologize if there was any confusion regarding our capabilities and relationship with Georgia Power, despite our best efforts to inform the complainant.

3/3/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I made my January 2015 car payment with them on 1/16/2015. Charge hit my account 1/20/2015, but to date no payment received by Santander. On 1/16/2015 I made a car payment through Chargesmart.com in hopes of a lower online fee. Santander charges $10.95 to make a payment. So I signed on with Chargesmart and filled out the form for Santander and found out the fee was $10.99, but I decided to go ahead and make the patment since I had already filled everything out. They processed my payment on 1/16/2015 and charged my account on 1/20/2015. As of today 1/31/2015 Santander has not received my payment and is now calling tocollect the money for January's payment, which I no longer have.

Desired Settlement: I need them to either credit Santander or refund the money so I can make the payment.

Business Response: Initial Business Response /* (1000, 8, 2015/02/27) */ ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, and Discover). ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. The complainant visited our site on 1/16/2015 and submitted an auto loan payment to Santander Consumer USA. All information used to fulfill the payment request was provided by the customer submitting the payment, as are all payments made using ChargeSmart. We submitted this payment the same evening it was submitted, and received confirmation that it was accepted the morning of 1/17 and applied to the provided account number. Along with our confirmation email notices, we advise that all payments made using our system are expected to post within 2-3 business days. Typically we receive direct communication from our customers to notify us of any alleged problems with a payment. These communications can be received by ChargeSmart agents by email or phone. Both means of contacting us are provided to our customers on our website, in each confirmation email, and also on our BBB information page. We have not received any direct contact from the complainant via phone or email, nor have our outbound calls to the provided phone number been returned. If the complainant has not seen the payment post to their auto loan account, it is the result of either an incorrect biller or incorrect account number. In the case of either of these scenarios, we are skilled at resolving the matter in an expedient fashion, and would be happy to do so on the complainant's behalf. Without confirmation that both the biller and destination account number provided were correctly entered, we are unable to research the matter any further, as we are not permitted to access our customer's accounts without their cooperation. We look forward to hearing directly from the complainant, as well as working with their auto loan servicer to achieve a resolution to this matter. Feel free to reach out if further clarification is needed to show that ChargeSmart acted in accordance with its terms of service. Initial Consumer Rebuttal /* (2000, 10, 2015/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I am sorry. I did use a closed account number that we still owe on. All has been resolved with Santander. I apologize for the confusion.

2/10/2015 Problems with Product/Service
2/5/2015 Advertising/Sales Issues
11/6/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I went online to pay my electric bill Saturday night and when i typed in Teco electric, up came this list and at the top it said Teco online bill payment. No reason to be suspicious here. I followed the directions and paid the bill and it gave me a reference number but no receipt? That was the first red flag. Than i started looking closer at the site and realized that this is some sort of company that is advertising their selves using my electric company as a guise to get my information. I attempted to call this number i have to this group and i was put on hold for 15 minutes and then cut off. I called my credit people on Monday morning and realized they had charged me ($8.00) fee for using a service i didn't even know i was using. That explains the lack of a receipt! Not at any point was there a fee even mentioned during the process of paying my bill. This group should be charged with fraud for using other companies names to fool customers into paying there bills with them. At the very least i expect this fee back. It is my belief that this company is due a class action law suit for fradulent activity's. Order_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Refund Want this exuberant fee back and the disposal of my personal information by this group.

Business Response: Initial Business Response /* (1000, 5, 2014/10/20) */ ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, Discover). ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. The complainant visited our website the evening of Saturday 10/4/2014. Our bill payment website was navigated to by way of a web search for "tampaelectric.com". When a web search is performed for an existing URL, the search engine will present results it deems relevant, rather than just the website associated with that URL. As many of Tampa Electric's customers do use our service to pay their bill, a link to our page was presented among other search results, including a direct link to the biller's own web page. ChargeSmart's website has a distinct green and gray color scheme with the ChargeSmart Bill Payments logo on every page in the upper left hand corner. ChargeSmart states on each page that it may or may not have any direct affiliation with the listed biller(s). These measures are taken to avoid any confusion that customers may experience in assuming that we are their biller, rather than a third party bill payment service. Before the complainant submitted their payment to Tampa Electric Co., we presented our service fee of $7.99 on its own line below the user provided bill payment amount, as well as the additive amount of their bill payment amount plus our fee. All three of these numbers were displayed in prominent and bold text above the payment submission button, before the payment could be submitted. We present our fee and the total amount charged to the provided payment card to avoid any confusion as to the difference between the amount being paid to the biller and the amount charged to the payment card. Also presented to the complainant before the payment was submitted was the request to allow 2-3 business days for their payment to post. This message is also displayed in prominent lettering directly below the line displaying the total amount to be charged. We take every effort to place this information in a manner that is clear and difficult to overlook, however we cannot force our customers to read the information presented to them. The complainant's statement that no receipt was provided is incorrect. Once the payment was submitted, we displayed an on-screen message confirming receipt of their payment, providing them with their payment's Reference ID number, and reiterating the message that their payment would post to their biller in 2-3 business days. This information was also sent to the provided email address along with some information on how to access their ChargeSmart account. We have confirmed receipt of this email, as the complainant replied to it stating no receipt was given for the payment; however that is the form of receipt provided by our company to all customers. It is possible that they were expecting a form of receipt exclusive to payments made through another online bill payment method. As a reputable third-party bill payment service, we pride ourselves in keeping our customers' information secure and protected. We utilize industry-standard SSL encryption to protect customer information being transmitted to our service, and we uphold industry-leading fraud recognition measures to prevent the acceptance of fraudulent charges. As is stated in our terms of service, no customer information is sold to or shared with third parties for marketing purposes. The only situation where ChargeSmart uses the information provided by its customers is to submit a bill payment at the customer's specific direction. The complainant's claim that they were placed on hold for 15 minutes and then cut off is incorrect. When a customer calls our Support line outside of our stated business hours of 7am and 6pm PST Monday through Friday, we play a message that invites them to contact us via email for assistance with their inquiry. After this message is played, the call is disconnected. This entire process would have taken under two minutes, and would not have resulted in the complainant being placed on a hold of any sort. Had the complainant requested that the payment be cancelled before it was submitted to Tampa Electric on Monday, 10/6 we could have cancelled the payment for a full refund. This request could have been made via phone during out business hours or by email. No such request was made before the payment was submitted and accepted by the biller. As this payment had been accepted by the biller on Tuesday 10/7, we are unable to offer a refund for services rendered. The complainant's request to have their personal information made unavailable has been fulfilled. The account has been locked and no further use of the account is possible. Please find that all services provided to the complainant by ChargeSmart were done so in accordance to our terms of service and exactly as advertised. If further information is required to clearly show that ChargeSmart has acted upon its commitment to its customers, please let us know.

5/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I think someone has tried to fraudulently access my credit card(s). I have received numerous emails from "Charge Smart Support" at my legitimate, business, email address, stating that customer "LOS HE CKATHORN" (not my name...I'm **** **********) has had a payment processed for ********** There is a reference number located in the email, and it asks me to click on a link if I have any questions and/or to confirm the autopayment. Of course, I do not click on any links, as I do not want to open my computer up to any phishing attacks that might start lifting my actual information. None of my charge cards have ever been charged by Charge Smart or ****** I have called the toll free number a few times and asked them to cease and desist in contacting my email address, as this is not my account. Today I received another email, addressed to "LOS HE CKATHORN" stating that there was an error on the credit card and they couldn't complete the autopayment, due to "an error with your account." Obviously, not my error nor account, so I called them again, at the X-XXX-X-CHARGE number. I spoke with *********** who gave me the phone number and address of the person associated with this account (not sure that was appropriate business practice), gave me the last 4 digits of the Visa card in question, which don't match mine, and confirmed that it is my email address, but not my account. He said he would contact the phone number and determine the proper contact info. I called the number myself, and an elderly woman answered. She confirmed that she was making "Blair payments" through Charge Smart, but that it was "paid off now." I asked how she had used my email address, and she stated she didn't know. I told her I had received an email today, stating there was an error on the account, so she had better contact Charge Smart to make sure all was ok, and to please give them her correct contact information. I asked if she had internet access, and she said yes, so I asked how she had come to use my email address, and she mumbled and hung up on me. This entire incident has been very unnerving, and I wish someone would explain to me who this person is, how she used my email address, and is she accessing my information? As I stated, I haven't had any mysterious charges on my credit cards, but I don't want my contact with these people to in any way initiate a link by which someone can steal my information. Thank you for your time.

Desired Settlement: I would just like assurance that there has not been any tampering of my computer, email address, charge accounts, bank accounts, and credit history associated with Charge Smart, Blair, LOS HE CKATHORN, or any other entity involved with these people and businesses. I also want them to cease and desist contacting me and confirm that LOS HE CKATHORN is indeed a real person, not someone creating a fraudulent identity, and that they have their own means of contact, not my email address.

Business Response: Initial Business Response /* (1000, 5, 2014/05/20) */ ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. All payments are submitted online by our customers, or by a recurring monthly payment schedule that is also created online. This complaint led us to perform an investigation into the complainant's concerns about her personal information and identity, as well as into the alleged conduct of one of our agents. The complainant is not a ChargeSmart customer; however it is clear that her email became associated with a ChargeSmart customer's payments in our system. Our investigation has indicated that one of our longtime customers who had used our service to pay down her balance at a department store had mistakenly input her email address when submitting numerous payments. It appears that this customer had a tendency to mistype both her name and email address, as we found many examples of mistyped versions of her own name and true email address as being associated with her payment account. All of the mistyped email addresses contain additional, missing, or transposed digits and letters. Most of these mistypes resulted in failed or rejected email messages, however it seems that with this particular typo, she typed in a valid email address that was not her own, and in fact belongs to the complainant. As is the case with a phone number, the adjustment of a single character can point a communication to an unintended recipient. To prevent mistyped email addresses from granting the unintended recipient access to the true ChargeSmart User's account, we do require a predetermined password to be input to view any sensitive information within the account. Additionally, we require additional verification of personal information to reset a password using an email address. These measures were put in place specifically to address the respective situations being experienced by the complainant and our customer. We determined that this mistyped email address was submitted with a number of individually submitted payments, most likely as a result of a web browser's auto-complete tool drawing on the most recently used email address, as well as having been associated with an automatic payment schedule. While we do have the ability to adjust the email address used for automatic payment information, we cannot prevent our customers from mistyping their own email addresses in such a way that they match another individual's email address. When the complainant called into ChargeSmart Support to address her concerns, the agent with whom she spoke was alarmed by the allegation of identity theft or fraud, as we take those matters quite seriously. The agent in question asked a number of probing questions to glean as to whether or not this was an account created with the complainant's identity, or if it was a simple matter of a mistyped email address. It does appear that this line of questioning allowed the complainant to obtain some information belonging to our customer who had mistyped her email address. We regret that this information was divulged and have taken necessary actions to educate and discipline the agent in question, so as to prevent this misstep from occurring in the future. We did indeed follow-up with our customer, and are confident that this is simply a matter of an elderly customer having trouble typing accurately, and not one of identity theft. The complainant's personal information, banking credentials, payment cards, and other identity factors are not known to ChargeSmart, and therefore have not been compromised as a result of our customer's inability to correctly type her own email address. At no point has the complainant's computer been tampered with by ChargeSmart, nor has ChargeSmart shared her email address with outside parties. Any communications sent to the complainant's email address are not associated with any of her own personal information. We have also taken the necessary measures to remove her email address from the ChargeSmart system, so that she will no longer receive these emails that were troubling her. We trust that the results of our investigation, as well as the measures we have taken may serve as a resolution for this complaint. Initial Consumer Rebuttal /* (2000, 7, 2014/05/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much for the thorough investigation on all accounts and for verifying the security of my own personal information. I would hope that all would agree how ODD it was to have a name so similar to mine (what does *************** even mean? It is exactly my last name, except for the errant space between the E and C. SO unusual, so of course, identify fraud was my first worry. One credit application stolen from my mail and they're off.) I appreciate very much that you have disguarded my contact information, and hopefully the real customer/client has been educated in how to properly use her Charge Smart account. Thank you for your time. ** **********

4/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is a complaint about dysfunctional service on ChargeSmart's payment web site as well as to question the company's payment fees. As background, I have been a ChargeSmart customer for over one year. During that time, I have total payments to third parties in the amount of $11,573. The corresponding fees that the company has charged me have generated the company revenue of $296.51. Regarding the ChargeSmart web site, the payment page is dysfunctional. Generally, most of the time when I attempt to make a payment through the site, the transaction is rejected—usually several times. The web site will display the error, for example, that there is an issue with my credit card information. Other times, the system will simply not process the payment at all but will instead stick on the page after I click on the submit payment link. Over the past two months, this has happened to me even though there was absolutely nothing wrong with the credit card information I entered. In fact, I checked the information several times. In addition to this ChargeSmart web site dysfunction being an inconvenience and a waste of time, it may also create another issue. When Visa or Mastercard detect multiple attempted but denied transactions from a merchant, the credit card companies' fraud detection systems sometimes automatically flag the account for fraud activity. To prevent that from happening to my MasterCard, I stop attempting to input the payment after ChargeSmart after two tries—which I had to do today. I instead come back to the site at another time—sometimes even waiting a day. The corresponding fees that the company assesses, the amount is rather exorbitant. In its previous posting on its FAQ page, ChargeSmart explained that the fees were for insurance. While I understand this, it would seem that after an established customer like myself has made multiple payments to the same merchant over several months, the insurance risk would go down. Yet that is not the case as ChargeSmart instead continues to charge me the same amount of fees for each corresponding payment.

Desired Settlement: With respect to the recurring web site dysfunction and the associated inconvenience, I kindly ask the company to consider a refund of $55.00. This represents one of several fees that I have repeatedly paid to ChargeSmart more for my largest bill payment. And to be clear, I am specifically seeking this refund through a check sent to me via mail as opposed to a future credit to my account or a chargeback to my MasterCard. Concerning the service fee assessment, I would appreciate an explanation from ChargeSmart of its position on the insurance calculation. Specifically, what is the company's response to the issue I have raised about the insurance risk calculation going down after an established account history. Thank you for your consideration of this complaint.

Business Response: Initial Business Response /* (1000, 5, 2014/02/26) */ For both web-based and retail businesses in the United States, credit card fraud has become a very serious problem that results in billions of dollars lost each year. (Source: ************************************************************************* ChargeSmart, a web-based bill payment service that enables its customers to submit card-funded payments to a network of auto, mortgage, education loan, and utility companies, is acutely aware of this threat and does everything possible to discourage criminal activity and to protect its customers. Along with other measures, ChargeSmart identifies patterns consistent with fraudulent activity, including but not limited to, inordinately large transactions, purchases made with foreign issued cards, or duplicate transactions, and blocks payments with those characteristics from being submitted. The complainant submitted several bill payments using ChargeSmart between December 31, 2013 and Feb 23, 2014. Because these payments matched one or more of the patterns referenced above, the last of those payments were blocked from being submitted (thus no declines actually occurred and no action would be taken by his card issuer). These rules exist to protect both him and ChargeSmart, in case his identity had been compromised. Since preventing him from submitting unlimited, duplicative payments resulted in an inconvenience for Mr. *******, we honored his request to refund his most recent payment's fee of $55.00, as well as the principal bill amount to his card, so that he might find a more acceptable method of submitting bill payments. We trust this matter to be resolved, and hope Mr. ******* finds a more cost-effective and convenient option to make his bill payments in the future. Initial Consumer Rebuttal /* (3000, 7, 2014/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB and President and CEO of ChargeSmart: This is in follow-up to my complaint against ChargeSmart filed on 2/23/14. One of the company's supervisors has made the situation even worse through unprofessional conduct, making an inappropriate quid-pro-quo demand, and retaliating against me for making the BBB complaint. As such, I ask ChargeSmart's corporate officers to review its employee's actions in his dealings with me. Further, I ask the BBB to give this complaint special consideration in order to protect other consumers from similar harm. Here are the relevant facts. After filing a BBB complaint on Sunday night, I submitted a copy of the written complaint to ChargeSmart via e-mail. On Monday, the ChargeSmart Director of Operations, a gentleman by the name of *****, responded to my e-mail. ***** wrote, in part, as follows: "We're sorry to hear that you felt a BBB complaint was necessary... A simple call to our customer service team during our business hours would have resolved the matter... Please advise as to whether or not you would like to continue using the ChargeSmart system, so that we may discuss a resolution to this BBB complaint." *****'s e-mail message missed the point. At the time I was trying to pay my mortgage and car payment bills through the company's website, ChargeSmart only allowed my mortgage payment to go through but repeatedly rejected my car payment. Even more bothersome, the ChargeSmart website did not display an error message to notify me that continued attempts to make a payment would be rejected. Therefore, my time spent checking all of the payment fields to verify that I had correctly entered the information was a completely wasted effort. Even though my information was correct, every time I attempted to submit the payment, it was rejected. However, ChargeSmart was not available by phone on Sunday night for me to call for assistance. And given that this was the second time in the last month or so that the company's website had blocked a payment, I decided it was time to reach out to the BBB for assistance. In addition to *****'s rather rude e-mail, he also left a voice mail on Monday in which he similarly admonished me for making a complaint to the BBB directly without first contacting ChargeSmart. On Monday evening, I returned *****'s call only to be treated in a manner that was nothing short of unprofessional. He implied that as a ChargeSmart customer, I had an inherent obligation to contact the company first rather than contacting a third-party. Turning to part of the substance of my complaint, he conceded that I had tried to make my car payment three times on Sunday night. He explained that ChargeSmart rejected my payments as part of its fraud prevention system. He seemed to indicate that because I was making a payment to the same bill payee within a month, the fraud system automatically rejected the car payment. Yet ***** ignored the fact that I am an established ChargeSmart customer of over one year. I make almost the same amount of payments to the same bill payees periodically. Whereas typically in cases of fraud, the criminal is accessing the account for the first time and is attempting to process a transaction for an unusually amount. But in my case of trying to pay a routine bill of almost the same amount that I had been routinely paying over the past year should not have set off a flag for fraudulent activity. As the call went on, *****'s lack of professionalism grew even worse. He said that in order to remedy the matter, I should affirmatively contact the BBB and report that I had resolved the complaint directly with ChargeSmart. Upon verification that I complied with *****'s demand, in return the company would adjust the fraud stop settings on my account. This would then allow me to resume submitting payments. In effect, ***** made an inappropriate quid-pro-quo demand: essentially, if I retracted my complaint with the BBB, he would allow me to continue to do business with the company. I promptly rejected *****'s demand. Seeing that the conversation was wholly unproductive on this point, I asked ***** to instead speak to the partial refund remedy that I had requested through the BBB. This was a refund for one of the past fees assessed in order to compensate for the repeated inability to submit my car payment both last month and on Sunday night. ***** responded that a refund would not be granted since there wasn't a service failure. He said ChargeSmart's fraud stops worked exactly as they should to protect the company's interest. Again, this defense ignores the fact that the company's hypersensitive fraud system blocked me from submitting my car payment. ***** repeated his demand that I retract the BBB complaint in return for allowing me to remain a ChargeSmart customer. Except this time he added pressure by saying that if I did not agree to his demand, he would cancel the one payment that I was able to submit on the company's web site last night (my mortgage payment). I responded by making this demand, he had only made the situation worse. I told him that at this point, I was now very unhappy with the company's business practices. Rather incredibly, ***** then hung up on me. About 30 minutes later, I received an e-mail notice from ChargeSmart that my scheduled mortgage payment had been cancelled. This action can only be construed as retaliation for my refusal to acquiesce to *****'s demand. In sum, *****'s outrageous and extreme conductespecially in his capacity as a ChargeSmart member of managementoffends state consumer protection law. California's Unfair Competition Law broadly prohibits unfair or unconscionable acts. Cal. Bus. & Prof. Code § 17200, et seq. Here, *****'s appalling unprofessionalism, deplorable demand, and unscrupulous retaliatory action are inexcusable and indefensible. If *****'s conduct is representative of ChargeSmart's accepted business practices, a referral to the California Attorney General's consumer protection division may be warranted. In remedy, I express in the strongest possible terms that *****'s conduct was completely unacceptable and deeply offensive. I ask ChargeSmart's corporate officers to conduct an investigation into *****'s actions. Further, I ask ChargeSmart to take adequate steps to remedy what I encountered. Finally, I ask the BBB to consider referring this matter to the California Attorney General's Office. Thank you for your review and consideration of this complaint. Final Business Response /* (4000, 9, 2014/02/28) */ Mr. ******* has made the following complaints: 1) He was prevented from using ChargeSmart to submit multiple, repeat payments to the same billing accounts inside a 30 day period, causing him undue stress; 2) He feels the fees charged for using the service are unfairly high; and, 3) He claims that a ChargeSmart employee he spoke with behaved unprofessionally. Mr. *******'s desired resolution is for ChargeSmart to provide a fee refund for his most recent payment. ChargeSmart would like to address each of these complaints, in order: 1) Mr. *******'s payments had increased in frequency by 4X compared with the previous month, and he had attempted to submit multiple payments to the same biller account within the same month. This pattern is very common for consumers whose accounts have been compromised, and for that reason, ChargeSmart requires additional customer authorization (such as by phone), before payments with these characteristics are allowed to be submitted. This is a standard industry practice, similar to what is done when card issuers recognize suspicious purchase behavior and ask the cardholder to contact them before the card is able to be used again. Had Mr. ******* contacted ChargeSmart Support Staff during business hours (7AM-6PM PT, Mon-Fri), this matter would have been reviewed and, most likely, resolved quickly. 2) Customers have no obligation whatsoever to use ChargeSmart, and are encouraged to find the most convenient, affordable bill payment alternative that is available. There exists a variety of independent bill payment companies similar to ChargeSmart online, most of which charge fees comparable to those for using ChargeSmart's bill payment service. 3) In an attempt to resolve the issue, a ChargeSmart supervising employee reached out to the complainant. Per Mr. *******'s request, an investigation was performed into the employee's behavior and comments during this call. Management's review determined that the employee explained that additional authorization was required before high-risk transactions could be submitted, and that to reduce fraud, the parties would need to work together to prevent the risks of identity theft or fraud exposure. At no point during the call did the ChargeSmart employee make a quid-pro-quo demand, nor did the employee hang up before the complainant had disconnected from the call. Instead, the complainant made clear statements that he did not wish to resolve the problems mentioned in this complaint, nor did he wish to remain a ChargeSmart customer, both of which are within his rights as a consumer. Pursuant to his request to for a refund, Mr. ******* was provided a full refund for his most recent payment, including any and all fees. Final Consumer Response /* (4200, 11, 2014/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB, Thank you for your assistance with this matter. Please list this complaint as unresolved. I also ask that you take the particular ChargeSmart employee's responses to the BBB over the course of this complaint into consideration in evaluating the company's overall BBB rating. In sum, my numerous attempts to remedy this matter with the company have been unsuccessful. Many of the employee's representations to the BBB in this complaint were disingenuous while other representations absolutely did not represent my statements to the company. In particular, the employee stated that I said I did not "wish to remain a ChargeSmart customer." That statement is completely false in that I did want to remain a customer; I did want to get my bills paid; and I wanted the company to help without linking their assistance to its employee's demand that I retract the BBB complaint. In addition, ChargeSmart seems to have completely sidestepped the issue of its employee retaliating against mefor refusing to retract my BBB complaintby cancelling a previously approved payment and then closing my account. Given this employee's particularly egregious conduct, on 3/11/14, I forwarded this matter to the California Attorney General's office for review in order to protect other service members and consumers from similar harm. Should the BBB wish to receive additional information about my experience with ChargeSmart, I am happy to provide a copy of the California Attorney General's complaint upon request. Once again, I express my appreciation to the BBB for assisting with this matter.

1/27/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Payment deducted but not sent to biller My daughter was renting my house, but the waste management bill was still in my name. She made a payment to waste management through charge smart. The amount was deducted from her checking account but never sent to waste management and my account was sent to collections. Even though waste management comes up as a biller on the charge smart site, they indicate they have no affiliation with charge smart. I have since paid the amount due to waste management.

Desired Settlement: I would like to be refunded the $119.89 that was not sent to waste management in August.

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, Discover). ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. The complainant's daughter visited our website on 08-10-2013. ChargeSmart's website has a distinct green and gray color scheme with the ChargeSmart Bill Payments logo on every page in the upper left hand corner. ChargeSmart states on each page that it may or may not have any direct affiliation with the listed biller(s). We also clearly display the logo of our parent company, VeriFone, in the bottom left hand corner of every page. These measures are taken to avoid any confusion that customers may experience in assuming that we are their biller, rather than a third party bill payment service. The payment in question was submitted to Waste Management in the amount of $123.65 plus fee and was successfully delivered to their banking center. The payment was returned on 08/13/2013 citing an invalid account number. Our system sent three emails every thirty days to the provided email address, in an attempt to notify the customer of the error and reach a resolution. If no response is given, we are unable to deduce the customer's desired resolution. Upon notice of this complaint, we contacted the complainant using the information provided to the BBB. The complainant provided our phone number to her daughter. Her daughter confirmed that the debit card used to fund the payment is active and in her name, and also requested that the payment be refunded. As requested, ChargeSmart has refunded the payment amount as well as the service fee, as this was an unsuccessful payment. We regret that this issue remained unresolved for such a long period of time, but are pleased that it has been resolved with such simplicity. Feel free to reach out if further clarification is needed to show that ChargeSmart acted in accordance with its terms of service (attached).

1/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Due to computer problems I did a search to pay my bill on 11/8/13. Ended up going through Peoples Twp website & routed thru Charge Smart. I had to pay $139.00 (136.00+3.00 fee) When I thought that I had made a mistake I sent emails - all unanswered, mostly about legality of service. I contacted my gas company who never heard of Charge Smart and was told to wait to see if my pymnt shows up. By 11/17/13 I saw no payment & had ro contact my gas company to see if payment posted - it took a long time to search, but they found it. Again I emailed Charge Smart and got no response. Today, 12/2/13 I got an email from Charge Smart reminding me to got through them to make a payment. I requested to be removed from their list immediately. I will make payment thru regular channels and w/o $3.00 fee.

Desired Settlement: I want removed from their list and a guarantee that they will never debit my account again - in writing, both email and by snail mail.

Business Response: Initial Business Response /* (1000, 8, 2013/12/20) */ ChargeSmart is an online bill payment service that submits payments to a network of auto loan, mortgage, education loan, utility companies, and other miscellaneous biller types. We enable customers to submit payments funded by a debit or credit card to companies that normally do not accept this form of payment. We charge a service fee that varies depending on the biller and the amount because we are charged an interchange fee by the Card Networks (Visa, MasterCard, American Express, Discover). ChargeSmart is an optional means of submitting payments. The customer always has the option of paying directly with the biller. The complainant visited our website on 11-08-2013. ChargeSmart’s website has a distinct green and gray color scheme with the ChargeSmart Bill Payments logo on every page in the upper left hand corner. ChargeSmart states on each page that it may or may not have any direct affiliation with the listed biller(s). We also clearly display the logo of our parent company, VeriFone, in the bottom left hand corner of every page. These measures are taken to avoid any confusion that customers may experience in assuming that we are their biller, rather than a third party bill payment service. The complainant submitted a payment to *************** in the amount of $136.00, with a service fee of $3.99 per payment processed. The service fee was clearly stated on Step 3 of the Payment Submission form, directly above the ‘Pay this bill!’ button. We also stated the total amount required to fund the bill payment was in the amount of $139.99. Also on Step 3, we state “Please allow 2-3 business days for your payment to post.” If, at any time, our customers choose not to submit a payment through ChargeSmart, either due to the service fee assessed, or the length of time required to post the payment to the destination account, the customer can simply navigate away from the Payment Submission form, having not submitted the payment. Our terms were accepted and the payment was submitted. We received an email from the complainant on 11-08-2013 which stated “This morning I inadvertently made a payment thru your website and hope that it makes it to the proper place. I shall not use you again.” No clarification regarding the legality of our service was made. All matters regarding our service can be viewed within our Terms of Service. Since no question was posed in this email, we did not respond, as the customer had made it clear that they do not intend to do business with us and all pertinent information regarding this payment was emailed to the provided email address upon submission of payment earlier that day. This email summarized the charge applied, the biller to whom payment was being made, and the estimated date of delivery. We also provided some details on how their ChargeSmart account can be accessed. Our system is designed to send an automated reminder email to our first-time customers 3 weeks after their first payment. This email is a simple reminder that contains a link that allows them to submit another payment to the same company as a time-saving measure, should they choose to do so. This email was responded to with a request to remove them from our system. They also directly requested that we never contact them again. As requested, they were removed from our system and the confirmation email of being removed from our system was withheld. Feel free to reach out if further clarification is needed to show that ChargeSmart acted in accordance with its terms of service (********). We apologize if there was any confusion regarding our capabilities and relationship with ***************, despite our best efforts to inform the complainant. We look forward to reaching an amicable resolution to this complaint.


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