Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep adding ridiculous prices that I have not agreed to onto my bill. Recently, my 2 account payments bounced. I was advised that I would be charged a $45.00 NSF fee. I e-transferred the money to them that same day. Then later another CSR said it would be $65.00 each. There’s no record for me to keep of the conversations because once you exit the chat any info or documentation ceases to exist. Or I don’t get a copy, anyhow. I told this CSR ‘***’ that I would not pay $65.00 per account in fees (2 accounts). I cleared the balance owing on my first account to “0” zero. Now, they’ve tacked on an additional $205.30 x 2 accounts. **** **** ** *** ***** ** ******* ****** *** **** **** ****** *** *** ******** I never agreed to these excessive fees and I don’t want to pay them. I’d rather end up in court. **** ******** ** ****** **** **** ** ** ********* ** **** *****

  Business Response

  Date: 25/04/2025

  Dear BBB & *****,
  
  We appreciate the opportunity to provide clarification regarding *****s concerns and provide clarity surrounding the standpoint of her accounts:
  
  We have thoroughly reviewed both files associated with *****’s account. The customer currently has two active plans:
  
  Wippy ID ****** (Funded July 7, 2023 – 24-month term)
  Wippy ID ****** (Funded September 25, 2023 – 48-month term)
  
  Both are structured under our standard plan, which includes interest. As is typical with amortized plans, payments early in the term are weighted more heavily toward interest, while later payments contribute more toward principal. These plans are open-ended, meaning additional payments toward the principal can be made at any time, assuming the account is in good standing. Doing so would reduce both the term and the overall interest paid if the account is maintained.
  
  In March, the customer defaulted on scheduled payments for both plans. At her request, an arrangement was made to include the past due amount with the next regular scheduled payments due April 20, 2025. However, both payments were returned due to insufficient funds. The customer sent e-transfers for the payment amounts on April 20th, but did not include NSF fees associated with the returned payments. As a result, both accounts remain past due until those fees are collected.
  
  We would like to clarify the NSF fee amounts as well. On April 10th, an email was sent to all customers advising that our NSF fee would increase from $49 to $65 effective April 15th, 2025. However, due to timing in system updates, the fee increase did not take effect in our software until April 25th. Because of this, ***** was only charged the previous rate of $49 per file, not $65. As of today, one plan reflects a past due balance of $49.00, and the other $48.50.
  
  Regarding her concerns about unexplained increases in balance, here are the verified payoff amounts as of April 19, 2025 (the day before payments were processed and e-transfers received):
  
  ID ******: $328.21
  ID ******: $895.83
  
  These figures align with her remaining terms, interest calculations, and prior payment history. It’s also important to note that the system temporarily may have reflected a $0 payoff on one of the plans following her e-transfer, but this was before we were notified on April 23rd that the April 20th EFT payment had returned. As soon as that return was processed, the plan reflected the corrected balance.
  
  We understand *****’s concern regarding chat records. While our live chat platform does not automatically generate or send transcripts, customers may request a transcript at the time of the chat session. If the request is made after the session has ended, we are still happy to provide a copy—we simply ask that the customer provide the date of the chat so we can retrieve it and send it via email.
  
  We hope this response clarifies the situation. The fees assessed are in accordance with the customer’s signed agreement, and the current balances are accurate. We remain available to work with ***** to resolve the remaining past due balances and bring both plans back into good standing.
  
  Sincerely,
  ***** **

  Customer Answer

  Date: 25/04/2025

  I am rejecting this response because: 

  There is no possible way that in over 2 years not only have I paid off absolutely nothing on account # 150722. But worse, I owe $3.00 more than when I started. My starting balance was $892.70 and after 2+ years of payments, which some have bounced but I’ve made arrangements to sort things out, now it’s $895.83. It was down to around $687.00 before these two payments bounced and I immediately sent the money for both by EMT, which used to be an option to clear everything up. I never got any email about changes in amounts of fees or anything else and it seems they make up the fees and increase them daily without reason or just cause. I fail to understand how I can possibly owe so much when I make these payments. If they bounce it’s usually following a long holiday because the banks are closed. But how have I paid this whole time and the one account, # ****** is almost paid off, yet the second account, # ****** has gone up $3.00 from the original balance and they were opened approximately 2 months apart. This makes no sense! I don’t want anything to do with this company anymore. No matter how I try, or how much I spend, however, they never seem to go away! 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 02/05/2025

  Thank you for the opportunity to respond further. I’d like to offer clarification regarding your concerns about the balance and payments on account ID #******.
  
  This account was funded on September 25, 2023, you selected a 48-month repayment term and an opening principal balance of $1,021.70. Your other plan, ID #******, was funded on July 7, 2023, and you selected a 24-month term and a smaller opening balance of $799.97.
  
  Although these plans were opened close together, they differ significantly in term length and amount financed. It’s important to note that both plans are on our Standard program, which includes interest. With interest-bearing loans, a greater portion of your early payments is applied toward interest, with more going toward principal later in the term. This is standard structure for amortized loans.
  
  In regard to the balance not appearing to decrease: account #****** has experienced multiple returned payments, including most recently in March. While you did send an e-Transfer on March 22 to cover the missed installment, the $49.00 NSF fee associated with the returned payment was not included.
  
  We continue to accept EMTs for past-due payments; however, if full past-due balances, including NSF fees, are not received, the account remains in default status.
  
  A mass notice was sent to all customers regarding the NSF fee increase (from $49.00 to $65.00), but to clarify, your account has not yet been charged the increased amount since your last default occurred before that change took effect. As outlined in your signed agreement, we are legally permitted to charge up to $99.00 for a returned payment, though we do not do so and instead apply a standard NSF fee. While it’s understandable that these fees can add up when defaults occur, they do not extend your term or result in additional interest. Rather, they increase your total out-of-pocket costs because the account is not being maintained according to the regular schedule resulting in additional fees being incurred.
  
  We are always available to review your agreement and payment history in full if you’d like further support. We want to ensure you understand your plan fully and remain committed to helping you move forward successfully.
  
  Sincerely,
  ***** *.

  
  

• Initial Complaint

  Date:09/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** ******* *** taking all of my money. Febuary 18th i gave them 1462$ and then a month later they requested more money I gave them what I had which was 75$ and now they are requesting another 350$. If I don't do what they ask they start *********** me saying they will be getting the bailiff involved and get my car impounded *** **** * **** **** **** * ***** ** ***** *** *** *** ******* ****** ** * ******* I took out a loan put myself in even more debt just to make them happy and not lose my car which I need *** ** **** ******* * **** ** **** ****. They keep on calling, texting emailing me. It just doesn't stop!!!! Please help me!!! I've given them over the amount that I owe them. *** *** ********** ** stop! Please!!!!

  Business Response

  Date: 14/04/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to the complaint submitted by ********.
  
  ******** entered into a financing agreement with Wippy in May 2024 and selected a bi-weekly payment frequency. As outlined in the signed agreement, payments are to be withdrawn directly from the bank account provided at enrollment. Despite this, not a single payment has been successfully processed via electronic funds transfer since the start of the plan.
  
  Due to ongoing non-payment, the vehicle tied to the financing agreement was assigned for recovery on July 12, 2024. On July 25, 2024, ******** made her first payment toward the outstanding balance. Since then, Wippy has received a total of six payments on the account.
  
  In February 2025, the customer submitted a payment via email money transfer, which brought the account back into good standing and led to the cancellation of recovery efforts. However, the customer once again defaulted shortly after. As a result, a Demand Letter was issued outlining the total amount past due.
  
  We have since offered a discounted resolution, which the customer accepted. That amount is scheduled to be withdrawn today from the bank account on file. If the customer maintains the arrangement, the discounted balance will be honored. If the arrangement is not maintained, we will proceed with further escalation which may result in the vehicle being assigned to a bailiff for recovery again.
  
  As with any financial obligation, regular payments are required to keep the account in good standing. Multiple forms of contact—including phone, email, and text—are used in an effort to prevent further delinquency and avoid escalation. These are standard procedures outlined in our agreement and only occur when a customer is past due.
  
  Wippy is more than willing to work with ********, as we have shown through multiple accommodations, but continued non-payment cannot be ignored. The contact attempts are not **********—they are an effort to resolve a balance that remains unpaid per the terms of a signed contract. Once the account is brought current and maintained without further defaults, all collection efforts—including phone, email, and text communications—will cease. Our outreach is strictly tied to the outstanding balance and will discontinue once payments are made consistently as agreed.
  
  Sincerely,
  ***** *

  Customer Answer

  Date: 14/04/2025

  I am rejecting this response because:
  
  No matter how much money I give them the amount of what I owe never goes down!!!! * ** ***** ** *** ***** *******!!! *** *** ** ** *************** Wondering why I'm always ignoring them? **** ********** *** it better stop! 
  

  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 22/04/2025

  Hello,

  I would like to take this opportunity to provide clarity surrounding the teams of the payment plan that ******** selected.

  ******** selected our standard payment plan, on 48-month payment plan with bi-weekly payments, as outlined in the signed agreement the plan selected is subject to interest accrual. Since inception, a total of 25 regular payments have come due to date; however, ******** has defaulted a total of 30 times. This includes missed scheduled payments as well as failed past due arrangements. Every defaulted payment results in additional fees and contributes to the past due balance. Interest is not charged on the past due amount, but rather, it accrues daily on the full balance owing—as is standard with open-ended payment plans—reflecting the annual interest rate applied to the account.

  Despite consistent defaults, the customer made a payment today. While it did not cover the full past due settlement offered, we’ve credited the remaining difference, honored the discount, and brought the account current as a gesture of good faith. It is now the customer’s responsibility to ensure they maintain their scheduled payments moving forward. Continued failure to do so will result in a renewed past due balance and collection efforts.
  
  To be clear, the communication attempts do not constitute harassment. They are valid and necessary efforts to recover payment on a loan that remains active due to repeated non-payment. These calls and messages will stop assuming the payment plan remains in good standing
  
  Sincerely,
  ***** **

  Customer Answer

  Date: 26/04/2025

  I am rejecting this response because:
  

  The ********** keeps on going... In October 2024 even the BAILIFF has told wippy pay to leave me alone as the ********** was non stop. 2024 * *** *********** ****** ** ** ******** ***** *** ** ** ****** ** ******* *** ******** ******* ****** ******* ***** * **** *** *** ** *** ***** *** ***** *** **** ******* **** *** **** *** *** **** * ******* *** **** ***** ** ***** ***** ******** ******* ** * **** **** *** ** **** *** *** **** * ******* I had to make a loan (putting myself in deeper dept) just to keep wippy pay off my *** no matter how much i give them no matter what I do it's never good enough **** ** * **** ** **** ** ***** ******* ****?..... **** * **** ********** **** *** ******* **** wippy pay to back off and leave me alone ******* *** ********** *** *** ******** Enough is enough!!!! 
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:02/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023 I required a new transmission for my almost brand new to me vehicle. Wippy came to my rescue and paid for part of the repairs giving me just shy of $3,000. Wippy told me I would be paying $86 bi-weekly I started to notice payments of all sorts including a $2,000 payment and a $1,400 payment came out of my account I had attempted to contact with no such luck but as I had accidentally bounced 1 payment I ******* **** *** ** ********** I won’t do that again *** *** **** **** ** **** ** ***** Fast forward till a month ago I attempt to do a trade in Wippy ****** *** **** * **** ***** announces to my car loan company that I currently owe $5,500 furthermore I was in position for repossession. ** * ***** ** ***** *** ************* I go to my bank and found out that in just 18months for a $3,200 loan I have to this date paid them $12,529.59. * ***** *** I have tried every way to Sunday to contact this company no response at all there is no way of contacting them directly not even an office address only a PO Box to send cheques. I am lost and do not know what to do or where to start.

  Business Response

  Date: 14/04/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to the complaint submitted by the customer.
  
  ****** entered into a 24-month financing agreement with Wippy in August 2023 to fund transmission repairs. The opening balance of ******* payment plan was $3,358.00 per the signed agreement for the payment plan she selected, which included a bi-weekly payment frequency with a regular payment amount of $86.96 scheduled over the term.
  
  The customer defaulted immediately, with her very first scheduled payment on August 25, 2023, returned due to insufficient funds. Between August 2023 and September 2024, only nine scheduled payments were successfully made. Although she has resumed regular payments since September 2024—with only two being returned during that time—****** has made no effort to resolve the substantial past due balance that accrued early in the agreement.
  
  ****** reached out to us in March and again in April 2025 to inquire about her remaining balance. During those interactions, she claimed to have paid over $12,000 toward her plan since inception. However, our internal records confirm that she has paid less than $2,000 in total.
  
  The customer also attached a screenshot of her bank transaction history in her complaint, filtered by the keyword “************,” but failed to include the records indicating that approximately 90%, if not more, of those attempted payments were returned due to insufficient funds.
  
  Wippy has made repeated attempts to contact ****** via phone and digital channels throughout the duration of her agreement. Aside from a brief exchange in September 2023—when she requested a payment arrangement she did not maintain—there has been minimal communication until March of this year.
  
  Furthermore, we have become aware that the customer is attempting to sell the vehicle tied to her payment plan, despite an active lien and without satisfying the outstanding balance. This action is a direct violation of the terms outlined in her signed agreement.
  
  We remain open to working with ****** and would be happy to explore a settlement. However, any resolution must begin with a genuine effort on her part to address the delinquent balance.
  
  Sincerely,
  ***** **

• Initial Complaint

  Date:07/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wippy pay
  - No Personal Point of Contact
  - Unanswered emails (multiples)
  - No explanations
  - No payment history pages
  - Unadvertised Fees
  - Payment cancellation and doubling

  Business Response

  Date: 12/03/2025

  Dear Better Business Bureau and *********,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to provide clarity regarding the concerns raised.

  ********* enrolled in our No Payments, 0% Interest for 90 Days promotion on June 21, 2024, with an opening balance of $4,182.40.

  As part of our standard requirements, we maintain a secured interest in the vehicle and require confirmation that Wippy has been added as a Loss Payee on the insurance policy. A 10-day grace period is provided for this confirmation, after which a monthly default insurance fee of $13.95 is applied if the requirement is not met and processed regardless of any promotional period. Unfortunately, we did not receive the necessary confirmation, resulting in the assessment of this fee which we were unsuccessful in collecting as they were returned due to insufficient funds.

  After the first returned payment, ********* arranged to cover the past due balance along with the second insurance fee and the first regular scheduled payment due following the expiration of the promotional period. However, the second insurance fee payment was not honored, and while she successfully cleared her first scheduled payment, it only covered a portion of the past due balance. Despite these missed obligations, we provided flexibility by setting up a new payment arrangement beginning in October 2024 to prevent the vehicle from being assigned for recovery early in the term. Unfortunately, every scheduled payment from October through January were returned due to insufficient funds, and the payment due in February returned due to their bank account being closed and no payments were made toward to account for that period of time. As a result, the vehicle was assigned for recovery.

  Throughout this time, ********* reached out multiple times inquiring about payment methods, particularly regarding credit card payments. Each time, we provided the necessary instructions, yet no payments were received following these inquiries. Additionally, our outbound collections team attempted to contact her, but calls went unanswered. While we do not offer phone support upon request, our team does make efforts to contact customers while they are in default. Unfortunately, these attempts were unsuccessful in *********’s case. However, our team remains available via email, text, or live chat as alternative contact methods. We are happy to review any records she may have indicating unanswered emails; however, our records reflect that all inquiries were addressed, including a submission of her payment history on March 6, 2025.

  In February, ********* attempted to update her banking information; however, the bank account she provided is not compatible with non-financial lending institutions, meaning we were unable to approve it for withdrawls. There was nothing preventing funds from being sent via e-transfer or an alternate method. At the end of March, she informed us that she could make a $200 payment on March 7th and we advised that until a payment was received, the vehicle would remain at risk. On March 4th, we received an e-transfer of $3,000, and we agreed to place the recovery efforts on hold & allow for the past due balance to be paid and valid banking to be provided before the next monthly payment was due. On March 6th, ********* brought the account up to date, clearing both the past due balance and a portion of the principal, at which time the repossession was cancelled and there was a remaining payoff to $3,527.37.

  ********* disputes this remaining balance, believing it should have been under $1,000. However, her calculation does not account for the applied interest and fees associated with five consecutive months of non-payment. The true costs incurred as a result of these defaults are reflected in the balance paid for the past due as well as the monthly payments due between October->February, and while we understand her request for interest and fee waivers, these charges are valid and in accordance with the terms of the agreement. Any requirements for documentation, as well as fees associated with default, are outlined in the agreement ********* signed when selecting her payment plan.

  We are committed to transparency in our processes and ensuring our customers have access to their payment history and account details. Should ********* have any further concerns, we encourage her to review the records we have previously provided or reach out for any additional clarification.

  Sincerely,
  ***** *****

  Customer Answer

  Date: 12/03/2025

  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:21/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Against Wippy Payments – Deceptive and Unfair Business Practices
  
  To Whom It May Concern,
  
  I am writing to formally lodge a complaint against Wippy Payments for engaging in unfair, misleading, and punitive business practices that have caused me financial and emotional distress.
  
  Summary of the Issue
  
  1. Misleading Claims About Payment Processing: Wippy’s website clearly states that e-transfers are processed and verified the same day, with no mention of requiring two business days of advance payment. Based on this information, I made an e-transfer payment of $78.95 on December 16, 2024, at 4:30 PM—the due date—and it was confirmed as received. Despite this, Wippy penalized me with NSF fees, stating that their policies require e-transfers to be sent two business days in advance, a requirement not disclosed on their website.
  
  2. Negligent Handling of Closed Bank Account Notification: On December 16, 2024, I informed Wippy that my bank account was closed due to fraudulent activity. Despite being made aware of this, they continued attempting withdrawals on November 28, 2024, and December 27, 2024, causing multiple NSF charges.
  
  3. Aggressive and Excessive Penalties: Despite my efforts to resolve the issue, including making a payment on December 16, Wippy imposed NSF charges totaling $466.45, even though the situation was caused by their lack of transparency and refusal to adjust to reasonable circumstances. They are now threatening vehicle repossession unless I accept their rigid payment options.
  
  Relief Sought
  
  -Full waiver of all NSF fees.
  -Adjustment of my account balance to reflect only missed principal payments.
  -A thorough review of Wippy’s policies and practices to ensure compliance with ethical and legal standards.
  
  * **** *** *** ** *********** ***** ******** *** ****** ** ******* **** *********** *** ***** ****** ********** 
  Thank you for your time and attention to this matter.
  
  ********** **** ******* **** ******

  Business Response

  Date: 30/01/2025

  Dear BBB,

  We appreciate the opportunity to respond to Mr. ******’s complaint and clarify the circumstances surrounding his account.

  Mr. ******’s payment plan was set up with scheduled automatic withdrawals, as outlined in the terms of his agreement. His first scheduled payment of $54.45, due on November 28, 2024, was returned due to insufficient funds. As per our policy, which is clearly stated in the terms he agreed to, all returned payments are subject to a $49 return fee. Prior to the due date and following this, Mr. ****** did not reach out to inform us of any issues with his banking or request an alternative payment arrangement.

  On December 11, 2024, our team attempted to contact him regarding his past-due balance in an effort to prevent further escalation. During our first successful conversation with him that day, he confirmed he would allow us to withdraw the past-due amount from his bank account on December 16, 2024. As a courtesy, we agreed to reduce the return fee by 50% if the payment cleared.

  On December 16, 2024, around 4:00 PM, Mr. ****** contacted us via Live Chat requesting to stop the withdrawal he had previously confirmed and instead send an e-transfer, stating that his bank account was closed due to fraud. However, as explained to him, once a scheduled withdrawal has been submitted to the bank, it cannot be stopped—this is standard across all financial institutions, similar to how bill payments cannot be reversed on the day they are due. Mr. ****** proceeded with submitting payment via email money transfer and did not include the applicable return fee that would apply though informed of it.

  Mr. ******'s complaint suggests that he was unfairly penalized, but he was already past due and incurring fees based on the terms of his agreement before he reached out. Additionally, despite his claim that his bank account was closed, payments were still attempted from that account as we are unable to stop payments from being attempted on the date in which they are due, and all returned due to insufficient funds—indicating that the account was still open at the time of processing. His payments for November 28, December 16, and December 27 were all returned for insufficient funds, and only his January 27 payment was returned due to a closed account.

  t this time, ****’s account remains past due, and the vehicle is at risk of repossession. To avoid this from occuring, the delinquent balance must be paid, and updated banking information is required to ensure future payments are processed successfully. Wippy has followed all policies outlined in the agreement, and the applied fees and escalations are in line with the terms of the payment plan. We have made multiple efforts to work with **** on a resolution, but the account remains unresolved.
  
  If **** would like to bring his account up to date and prevent further action, we encourage him to reach out as soon as possible to discuss available payment options.

  Please let us know if any further information is required.

  Sincerely,

  *****

• Initial Complaint

  Date:06/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wippy Pay is attempting to repossess my vehicle, even though I provided documentatio regarding company policy from my direct supervisor. They gave me a deadline of December 30th, 9am to make an e-transfer payment of 308.20, but failed to give me enough information to complete the transaction over the weekend. I went to work as usual on the 30th, starting work at 7 am and didn't have my first break until 11 am. At this time, I contacted Wippy Pay and explained that I needed all of the necessary information to make the transfer and once I had the information, I proceeded to make the payment at the risk of not paying my rent for January. Wippy Pay took the payment, and waited until 5 pm (closing time) to inform me by email, that I was expected to pay a further 1271.50 or my car would be repossessed within 2 days. I informed them about the company policy, getting a letter from my direct supervisor, and requested a review of my file. The next morning, all they could do was "apologize" and said there was nothing they could do except expect the mony "immediately". I tried to negotiate with them, but they have been very difficult to communicate with. I can't even get a detailed statement of whte makes up the 1271.50. They have been unwilling to work with me to allow me to keep my vehicle ** * *** **** ** ******* *** ** **** *** ***** **** ****s. My car is only three months away from being fully paid off. I need to find a way to keep a repossession from taking place.

  Business Response

  Date: 14/01/2025

  Hello BBB,

  Thank you for the opportunity to respond to the concerns raised by our customer, ****. Below is a summary of the situation and the actions we have taken to address it.

  On November 27th, a formal Demand Letter was issued to **** outlining the past due account and the steps required to avoid further escalation. As part of this process, **** was informed that a payment of $704.70 was required to settle the overdue amount. By December 27th, the payment plan remained past due and in good faith, we offered a discounted settlement of $308.20, provided the payment was received by December 30th, 9 AM otherwise the vehicle would be assigned for recovery due to non payment.

  To assist ****, we communicated payment instructions via email when the Demand Letter was sent on November 27th, and provided the same details again via email on December 27th, and reiterated the instructions through Live Chat on December 27th. Payment instructions are also readily available on our website for customer reference.

  Unfortunately, no payment or communication was received by the December 30th deadline. As a result, the account escalated automatically, and the vehicle was assigned for repossession. Once an account reaches this stage, additional cancellation costs are incurred, which were communicated to **** as $875.00 and gave ample time to avoid this outcome from occuring.

  We understand **** attempted to make the payment later in the day on December 30th. However, as the payment was received after the deadline, we could not retroactively prevent the escalation or waive the incurred costs.

  After further discussion and review of ****’s circumstances, we extended an exception in good faith on January 6th, offering to cancel the repossession if he provided an additional $200.00 by January 10th. **** completed this payment, and the repossession was successfully cancelled.

  Throughout this process, we have aimed to provide clear and timely communication. While we empathize with ****’s situation, our processes and deadlines are in place to ensure fairness and consistency for all customers.

  We appreciate ****’s efforts to bring the account current and resolve this matter. Should **** require any additional clarification or assistance moving forward, he is welcome to contact us directly.

  Sincerely,

  Wippy Pay

• Initial Complaint

  Date:02/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dates are in the pics as i payed total of like $450 and they telling me it's 560 when I did a no payment for 3 months and somehow missed a payment before the 3 months.

  Business Response

  Date: 08/01/2025

  Dear Better Business Bureau,

  Thank you for allowing us the opportunity to address ****’s concerns regarding his payment plan with Wippy.

  **** selected our 90-day promotional plan on September 23rd, 2024. This promotion allows customers to pay the invoice amount in full within 90 days to avoid additional fees, such as registration fees and interest. The total amount funded for ****’s plan was $640.15, with the promotional period ending on December 23rd, 2024. Prior to the promotion’s expiration, **** made payments totaling $212.95, which was not sufficient to cover the invoice amount in full. As a result, the remaining balance was subject to the standard terms outlined in his signed agreement, including registration fees and interest.

  Additionally, as Wippy holds a lien on the vehicle, customers are required to provide confirmation that Wippy has been added as a loss payee on their insurance policy. This is a standard requirement to ensure that, in the event of a total loss, Wippy’s security interest in the vehicle is protected. All customers are provided with a 10 day grace period from the date their plan was finalized to provide this confirmation, as outlined in the agreement. When the confirmation was not received within the grace period, a monthly default insurance fee of $6.95 was applied to his plan to be processed per the selected frequency regardless of any promotional period.

  As a result, the insurance fee for October and November 2024 were attempted however notification was received that the payments were returned due to insufficient funds. Despite our attempts to arrange payment and remind **** of this requirement, when no payment was received, the plan escalated.

  Since then, we have worked with **** to bring his plan back to good standing. We have also provided him with a payment history and encouraged him to review the terms of his signed agreement for additional clarity.

  If any further documentation or clarification would be required, we are happy to provide it.

  Thank you,

  *****

• Initial Complaint

  Date:25/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 2024 I had to replace the battery in my car so I to a mechanic that deals with wippy
  They gave me the finance to due the work so everything was fine made my monthly payment for repair
  Then in late September I see what my car was worth so I went to the dealer had a look at 2024 model but couldn't get finance for that car
  Then I spoke with the finance manager and he got me financing for a 2023
  On October 4th picked up my car paid traffic fines and had out standing balance with wippy so the dealer told me that it would have to be included with the vehicle registration from mto
  So I did a debit **** to the dealership and they told me that they will send out a cheque to wippy so I can get a lein release for my trade in
  In October requested a balance pay out amount from wippy
  On October 14th wippy did a debit **** withdrawal from my bank account Now since I have live chat with them to find out if they have received the payment from the dealer so I get a letter of release
  To day being 25 th October I still haven't got the letter of release and I find out that the dealer did do a EFT to wippy so this means that they got paid twice once from the dealer and once from my bank account

  Business Response

  Date: 06/11/2024

  Dear BBB Representative and ******,

  Thank you for bringing this matter to our attention. We understand that this situation has been frustrating for ******, and we appreciate the opportunity to clarify the steps we took in response to his requests.

  Our records show that when ****** initially requested a payoff on October 3rd, the request was received after banking hours. As a result, we scheduled the payment for October 4th and sent an email confirmation. Later that evening, ****** requested to reschedule the payoff for October 8th, which we promptly adjusted. On October 7th, he requested another reschedule to October 15th due to a pending dealership payout, which we honored.

  ****** was also informed that in the event the dealership payment was received prior to October 15th, the payment would be cancelled as it would no longer be required. As payment was not received from the dealership by the mentioned date, the payment processed as requested.

  On October 23rd, ****** reached out for a lien release letter. While we aimed to fulfill this request the next day, our team experienced high processing volumes, leading to a delay until October 26th, at which point the lien release was provided. We apologize for this delay and thank ****** for his patience.

  Additionally, on October 25th, we received a payment from the dealership equal to the previously paid-off amount, which was processed as a duplicate. To resolve this, we refunded the dealership per their request. Since this dealership payment came 10 days after the bank account withdrawal, any dispute of these funds would need to be discussed directly with the dealership.

  We hope this explanation clarifies that all actions taken were in direct response to ******’s requests, and we regret any confusion caused by the delayed lien release. We remain available to address any further questions.

  Thank you,
  Laura

  Customer Answer

  Date: 07/11/2024

  I have reviewed the response made by the businessand find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:16/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They repossessed my car illegally and hired a tow truck company that was not registered to do it . He came into my garage and opened my door and took my van out of the garage. No knock at the door , no bailiff . Just took it into his own hands not to mention I didn’t even get a letter stating It was going to be repossessed . This company is cookie cutter and is now giving me 15 days to get my vehicle back and they have no phone number to call they have an email and it take 3-5 business days to get a response. *** ********

  Business Response

  Date: 24/10/2024

  Good Afternoon,

  Thank you for the opportunity to address the concerns raised by the customer regarding the repossession of their vehicle. We appreciate the chance to clarify the situation and provide context.
  
  The customer has two active payment plans with us:
  Wippy ID ****** for a 2020 ***** (currently repossessed)
  Wippy ID ****** for a 2020 *** **** (currently at risk of repossession)

  Regarding Wippy ID ****** (2020 *****), the customer has been in default for the majority of the term. After previously avoiding repossession by paying the past due balance in full, the customer began missing regular payments as of April 5th, 2024. Since that time, the customer has only made 4 out of 15 payments due, and only one of these payments was applied toward the past due balance. A Demand Letter was issued on May 10th, 2024, informing the customer of the outstanding balance and the risk of repossession if payment was not received. Despite multiple communications advising the customer of these risks, payment to bring the account current was not made.
  
  Due to the continued delinquency and failure to make consistent payments, the customer was no longer eligible for a payment arrangement, and the 2020 ***** was assigned for repossession. The customer was notified of this prior to the action taking place, and our team made multiple attempts to contact them via phone, email, and SMS, which went unanswered.
  
  Regarding the process of the repossession itself, we want to clarify that our company follows all applicable laws and regulations when executing repossessions. The towing company we contracted is fully authorized to conduct repossessions in the area, and the process was carried out legally in accordance with the terms of the customer’s agreement and local regulations. The customer’s complaint that no notification was provided is not accurate; they were given prior notice through our communications and the Demand Letter regarding the risks of repossession if the past due balance was not addressed.
  
  Since the repossession of the 2020 *****, our team has been in constant communication with the customer, responding to their inquiries promptly and within a few hours of each message. While we understand the customer’s frustration, it is important to note that the full balance is now required for the redemption of the vehicle. Due to the history of missed payments and defaults on both accounts, we are unable to offer another payment plan, as the customer has not demonstrated the ability to maintain their previous payment arrangements.
  
  Regarding Wippy ID ****** for the 2020 *** ****, the customer has been in default since December 2023, with the account currently 272 days past due. Out of 23 payments due since December 15th, only 7 have been successfully cleared, with only two of those payments going toward the past due balance. Despite ongoing attempts to resolve the matter, the account remains significantly delinquent.
  
  We regret that the situation has reached this point, but the actions taken by our company are consistent with the terms of the customer’s agreement and our standard operating procedures. We remain open to working with the customer to resolve the outstanding balance on the 2020 ***** to redeem the vehicle, but due to the customer’s payment history, a full payoff is required at this time.
  
  Thank you for your understanding, and we hope this clarifies the matter.

  Thank you,

  Laura

• Initial Complaint

  Date:15/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello there. I have taken loan from whippy 554 dollar. The wheel i bought from ********** ****** that was suitable to car then i called them to change the wheel. They told me to pay the full amount of loan to whippy then show them the wippy loan paid off reciept.So i tried to pay the loan and found only by 1 week the the loan amount became 630.49 dollar instead of 554 dollar. I do not know why is it so high.
  
  Still i paid the money but the customer agent person continuously making excuses not to provide the reciept and always making excuses.In the mean time ********** ****** is telling me that they will not provide me the full amount of money of my wheels as 4 weeks have been passed.
  
  
  But today morning i lost my mind. the customer agent Shirley i repeat the name Shirley i have attached a screen shot with this. she just hung up the chat on my face **** ** **** ******************* I want a investigation on this and at the same time why i am 630.49 instead of 554 dollar and why still i did not get my loan paid off reciept.

  Business Response

  Date: 24/10/2024

  Good Morning BBB,

  Thank you for allowing us the opportunity to address the concerns raised by the customer regarding their payment plan and the lien release process.

  On October 3rd, 2024, the customer initiated a payment plan with us for a set of rims, with a total invoice amount of $554.26 paid directly to the shop by our company. The customer selected our standard payment plan with interest applied, and as per their signed agreement, a Lien Registration fee of $69.00 was added, bringing the total opening balance to $623.26.
  
  On October 8th, the customer submitted a request to pay off the remaining balance on the payment plan. We contacted the customer on October 9th to confirm the total amount to be processed, which included the principal and interest incurred, for a total of $630.51. The customer confirmed they wished to proceed, and the payment was logged for October 10th.
  
  On the same day the payment was processed, the customer contacted us seeking an immediate lien release. As per standard banking procedure, we require five business days to ensure the payment has cleared before we can close the account and issue the lien release. In this case, the processing period would have concluded on October 17th, 2024. We communicated this to the customer multiple times and also offered the option of expediting the process by providing online banking verification. Unfortunately, the verification did not confirm the necessary transactions, and we requested bank statements for verification.
  
  In regards to the claim that a Live Chat was ended abruptly by our agent on October 15th, the customer was provided the necessary information about the five-day processing period and the required documentation. Despite this, the customer continued to contact us repeatedly, requesting a lien release before the payment had fully cleared. On October 16th, we received acceptable documentation confirming the payment, and we immediately proceeded with closing the account and issuing the lien release.
  
  We understand the customer's desire to resolve the matter quickly, but it was necessary to follow standard procedures to ensure compliance with the signed agreement and financial processing standards. We are committed to providing clear communication and efficient service, and we believe we acted in accordance with our policies throughout this process.

  As mentioned above, the account closure was completed on October 16, 2024 and the Lien Release Letter was provided.

  Thank you,