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:06/09/2025

  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.

  Domuso makes it impossible to make payments using anything other than a credit card after the third day of the month. Please explain why, even though my *********** account can be accessible using PLAID and paying a $3.99 fee, my request to process in that way is ALWAYS conveniently "denied," and I have to use a credit card and pay an exorbitant amount of almost 4% in addition to the amount I'm paying?! This is just so convenient, for Domuso - raking in added fees in every way possible. Your portal and "customer service" are terrible!!!

  Business Response

  Date: 06/09/2025

  Payment methods available to you are set by your property.  If certified funds are required, you are provided with several different Certified payment options.  For the Domuso ************** Account payment method, Domuso uses a proprietary risk assessment process at the time of payment in order to determine whether we will be able to certify a payment being made from your bank account. Our risk assessment tool uses several different factors in order to calculate a risk score to make this determination. Domuso may decline to certify a payment from a bank account if the calculated risk score is below a certain threshold.  Additionally, Domuso may decline to certified a payment from a bank account if we are unable to access the required information from your bank in order to calculate that score. If we are not able to qualify you to submit your payment using the Domuso ************** Account payment option, we do offer other fee equivalent certified payment methods such as paying with MoneyGram Bill *************************

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair 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.

  Service Fee for paying rent is outrageous! The only free option they have to pay rent, as of May 2025, is a mobile money order. This defeats the purpose of convenience and is predatory! The tenant must go to the bank first to receive a cashiers check and then take a picture of it to send to Domuso. Domuso is clearly aware most people dont want to go through the extra steps of getting a cashiers check. Thus they are preying on the tenant for an over 3% charge for **** card use and $3.99 platform fee for payment using a bank account. Bring back the free option for payment with a bank account. Users of your app dont appreciate being nicked and dimed on top of what they have to pay for rent.

  Business Response

  Date: 05/02/2025

  Allowed payment methods are set by your property.  At the time you logged in and paid we were receiving a cash equivalent only message so a free ACH option was not available.  We could not replicate this and see that your status now says accept any payment method.  Our Senior Support manager reached out to you directly yesterday and we have credited back the $3.99 fee for the certified payment.  Thank you for your patience and we apologize for the inconvenience.

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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.

  On 4/07/25 I attempted to pay my rent using my ACH certified checking account. This is the same account I have had synched to Domuso for over a year. It is listed on their acceptable banks on their website, and I have had no issues prior to this ******* gave me an error message stating that it could not connect to my bank account at this time. Thinking this was strange, I called my bank to make sure everything was okay on my bank's end. They said my account was in fine standing and I should contact to Domuso directly. I called them and a remote worker who is international answered and could offer virtually no assistance. She opened a "ticket" for me. In the meantime, I tried running my rent payment again using my account. It gave me another error code. However, my bank account statement reflected that payment authorization DID go through from Domuso, for $0, proving that my account was in fact connecting.I decided to attempt to try this one more time and got a message saying I had insufficient funds. This was not the case. My rent is approximately $1700 and I had over $2.5k in my account. At this point, I believed it was a system error because the error codes coming back were changing. They locked me out of my account and I was unable to pay, leading to me receiving a late fund charge from my property management company that they then had to ******** "ticket" open with the company has sent me the same message repeatedly "Your account is unable to be used at this time. Please try a different method" with no explanation included. They are literally copying and pasting the answers to me. I write back and try to explain the situation and ask for a reason why (because I believe this is a system error they could fix) and they copy and paste the same ********* this point, I believe it is a scam, here's why: ACH checking charges a flat fee of $3.99 to process, and the credit card option charges a 3.25% fee which is about $55 in processing for Domuso.

  Business Response

  Date: 04/10/2025

  While Domuso was able to connect to your bank account, we were unable to qualify you for a Domuso Certified payment from the account that you selected. The payment methods available for you to choose from are determined by your property. If certified funds are required, you are provided with several different Certified payment method options.  For the Domuso ************** Account payment method, Domuso uses a proprietary risk assessment process at the time of payment in order to determine whether we will be able to certify a payment being made from your bank account. Our risk assessment tool uses several different factors in order to calculate a risk score to make this determination. Domuso may decline to certify a payment from a bank account if the calculated risk score is below a certain threshold.  Additionally, Domuso may decline to certified a payment from a bank account if we are unable to access the required information from your bank in order to calculate that score. If we are not able to qualify you to submit your payment using the Domuso ************** Account payment option, we do offer other fee equivalent certified payment methods such as paying with MoneyGram Bill ************** $0 authorization that you referenced was completed for a different payment method that you selected.  Domuso only completes this type of authorization when you submit your payment using the Domuso Certified Card payment method in order to pay with a debit or credit card.

  Please also note that if you are able to submit your payment up to the 4th of the month, your property does offer more options to pay that do not require your payment to be certified. Beginning on the 5th of each month, your property requires payments to be made with a certified payment method.

  
  

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23186594
  
  I am rejecting this response because:

   

  I am well aware I could pay my rent without using a certified method prior to the 5th of the month, but I have an agreement with my landlord to pay on the 7th. Using certified payment options was never an issue for me, except for this month, when you denied my *** checking account. You claim it is due to a risk assessment, but I have been using the exact same *** checking account for the last several months and have encountered no issues. I have spoken to my bank about this and they have assured me this is an issue on Domuso's end. Your assertion that my payment authorization went through from a credit card I used is false. The payment authorization showed up on my account shortly after I was connected (through Plaid, your third party who connected Domuso to my *** checking account) and then I received the error code, but the authorization went through for $0 dollars on my debit, proving it can be connected. I did not pay with a credit card until the next day after trying to exhaust other options such as using moneygram. On that note, I will NOT be using moneygram each month to pay (as your alternative suggestion for a certified payment method) because it requires me to handle almost ***** in cash and show up at a physical location every month. I should not have to do this. You have failed to provide a reason as to why the SAME BANK ACCOUNT I have been using for months now suddenly is being rejected. If it is due to risk assessment, let me know why my account has now been flagged as risky, so I can rectify this situation. If you do not intend to let me know, you are depriving me the option of trying to resolve this so that I am able to use the *** checking method. In addition, I would consider opening a new checking account to pay my rent through *** certified checking, but I am not confident in my decision to do so- knowing your system may arbitrarily deem it unable to process. How is that fair or consumer-focused? What are your qualifers for an *** checking account? You have provided no relevant information. It is predatory to treat consumers this way. I have reached out to your Chief Customer Officer, ******** R ******, via ******** for further information on your support team's response, because it is inadequate. Finally, I will reiterate, as I mentioned multiple times in support tickets, that the initial error code I received when trying to process my *** checking account payment, went away on my third try and instead reflected a message that I had "insufficient funds" -- I did not have insufficient funds-- however, what this tells me is your system is riddled with errors and this may simply be an issue of a technology mishap, and my account information should be refreshed and my account linked again. OR, alternatively, provide reasoning as to why the SAME bank account I have always used has now become unqualified for this payment method -- because if you can not provide this information, not only is it unfair, but how will I have confidence to open a new checking account I can use for rent, knowing you may arbitrarily reject me once more? Please work with me to resolve this.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/15/2025

  We have confirmed that the decline message that you were receiving was not a system error.  Each time you attempt using the Domuso ************** Account payment method, the bank account that you select undergoes a risk assessment at the time the payment is submitted, therefore, there is nothing to be reset as you requested.  Your payment attempts in April were declined by our risk assessment tool.  

  We did discover that one of the messages displayed to you did showed the wrong message regarding an insufficient balance.  While your payment was declined due to our risk assessment tool, it was not due to an insufficient balance and we are working on correcting the language displayed in that message.
   
  If we are not able to qualify you for a Domuso ************** Account payment, we do still offer other certified payment methods for you to choose from based on the payment methods that your property will accept.  
   

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23186594
  
  I am rejecting this response because:

  Thank you for addressing that your system displayed an incorrect error message. 

  I am rejecting this response because I have already shared that the other certified payment methods will not work for me, and I've shared why. Your 3.25% credit card platform free is unacceptable, and carrying cash to Moneygram locations is an abominable solution.

  Although you ignoring what I have told you about the other certified methods being unnacceptable for me, which is very poor customer service, I am rejecting this response primarily because, yet again, you have not provided a reason the risk assessment tool denied my bank account. My bank account is the same that I have been using in previous months without issue. If you can not give me a reason per your risk assessment tool, how can I confidently secure another ACH checking account for admission to your system? I will need to know what qualifiers you look for, that I apparently lack.

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

  Business Response

  Date: 04/21/2025

  Domuso Certified payments are not guaranteed to be accepted. With Domuso ************** Account payments there is a proprietary risk model that is applied each time that payment method is selected. While we understand that it is frustrating not knowing why a payment was declined, we are unable to share the specifics of the decline. Opening a new bank account does not improve or lessen your chance of being declined.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23186594
  
  I am rejecting this response because:

  It is entirely unacceptable to not provide a reason why an account was rejected when this is one of the only affordable forms of making a payment available on your platform to pay rent. As a tenant, this practice feels predatory, and as a consumer, it feels like bad practice. The fact that you can not even provide a list of reasons why one may-- hypothetically-- be declined? That seems strange, to say the least.

  This feels wildly discriminatory and frankly ridiculous. My next step is reporting this to Attorney General consumer protections, beginning with ****** ******* who is the Assistant Deputy Attorney General for Consumer Credit & Civil Rights.

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

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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.

  For the past few months, this company has flat out refused to take our payments through our certified bank account. It keeps telling us that it cannot process the payment. Domuso has also locked the free payment options so that we are always charged at least an extra $3.95 and up to 3% of our rent payment. This is fraudulent behavior that is praying on renters, trying to buckle and dime every person who is forced to use this app.

  Business Response

  Date: 04/04/2025

  Domuso is a third-party payment provider working with your property.  Your account is set to require certified funds, for further questions please reach out to your property manager.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23154069
  
  I am rejecting this response because it does not satisfy my complaint, which is that payments will not work and there is no reason provided. If I try to pay with a Domuso ************** Account, it will not go through. It is not on the property, but on the application itself.
  
  Sincerely,
  
  Cali ******

  Business Response

  Date: 04/08/2025

  Allowed payment methods are set by your property.  Domuso uses a proprietary risk assessment process in order to determine whether we will be able to certify a payment being made from your bank account with our certified ACH payment option. Our risk assessment tool uses several different factors in order to calculate a risk score to make this determination. Domuso will decline to certify a payment from a bank account if the calculated risk score is below a certain threshold or if we are unable to acquire the required information from your bank in order to calculate that score.If we are not able to qualify you to submit your payment using the Domuso ************** Account payment option, there are other certified payment methods that are still available to you, such as paying with MoneyGram Bill ****

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23154069
  
  I am rejecting this response because they do not actually explain these things: "Domuso uses a proprietary risk assessment process in order to determine whether we will be able to certify a payment being made from your bank account with our certified ACH payment option. Our risk assessment tool uses several different factors in order to calculate a risk score to make this determination". With at least $4000 in my bank account, it still rejected our account. I'm not sure what metric is set, but if I can't get my $2000 payment to go through with well over half of the money in my account, I am not sure what would work. The business is just using generic jargon to try and satiate the customer. It just keeps pushing the use of a money gram, which is a whole other business completely. 
  
  Sincerely,
  
  Cali ******

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair 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.

  I paid my rent through the Domuso App on February 28th for the month of March. I was later informed that my "check was returned." I contacted my bank, and they confirmed they never received a draft. When I checked the app, I saw that Domuso had deactivated my accountwithout any explanation. Ive gone back and forth with their support team, provided all the proof they requested, and followed every step they asked. Its now been two weeks, and Ive received no resolutiononly attempts to place the blame on me for what appears to be a technical issue on their end. I have emailed their legal team and ******* the CEO (whos email i found online) and have not heard from anyone. They robbed me off $250 plus processing fees which they do not have to come out of pocket as the property will return the money but they refuse to admit its their fault.

  Business Response

  Date: 04/03/2025

  We have spoken with both ****** and ***** on the phone and reached out to the property manager on her behalf.  It is now up to the property manager to decide if they are going to wave any of the fees they charged to her account, ********************** does not add any charges to the residents ledger.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23139931
  
  I am rejecting this response because: After weeks of back-and-forth emails, two weeks of silence, and a phone call, the issue still remains unresolved. Domuso refuses to take responsibility for the glitch on their end. I spoke with the property manager, *******, who mentioned she had discussed the issue with ****** and asked her to investigate similar cases involving the "invalid account" errorsomething multiple residents have experienced and is apparently a common issue with Domuso. The issue is so common ******* expressed that residents are moving out and shes loosing business because now rent is an extra $250 (late fee). 
  While I understand that Domuso isnt responsible for issuing refunds and that it's up to the property management, Ive been told that they cannot refund the $250 late fee because Domuso won't acknowledge the error. As a result, Im being held responsible for a fee caused by a system glitch that wasn't my fault. ****** wrote:

  I'm sorry that we were not able to get a clear answer from ********** regarding what we can provide to them so that they can tell us what account information was sent to them that resulted in the return for "Invalid Account Number".  If you do end up reaching out to them again and they are able to provide you with that information, you are welcome to reply back to this email thread to provide that and we will open up the investigation again if we need to.
  

  The fact that Domuso expects me to further investigate with my bank when ***** already told them that they didnt receive anything and funds were available is quite absurd. 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/08/2025

  Domuso does not have the ability to influence or appeal your banks decision to return a transaction. As we have previously advised you, we can confirm that you selected a saved payment method using the Domuso Portal and Domuso submitted this payment for processing in the same way as your previously successful payments were submitted. Domuso did not experience any sort of technical issues that would have caused your payment to be returned. At your request, Domusos Sr ******* spent over an hour on the phone with you and your bank to try and get this matter resolved but the bank was unable to provide additional information. We also spoke with your property manager to advocate on your behalf regarding this matter, but the decision to waive or reverse fees are ultimately your propertys to make since Domuso does not post fees or charges to your resident ledger.
  

• Initial Complaint

  Date:03/31/2025

  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.

  Complaint Against Domuso Mishandled Certified **************** Account Suspension I am filing a complaint against Domuso for mishandling a certified payment and unjustly suspending my account.Details:On March 3, 2025, I made a certified payment (ID: ********** that was accepted by my property manager. However, Domuso refunded/rejected the payment on March 6 without explanation, despite their policy guaranteeing certified payments once accepted. Domuso suspended my account citing past payment issues but has not provided clarity on my balance or allowed me to resolve it.Attempts to Resolve:Ive contacted Domuso multiple times with no response or resolution. The suspension and payment rejection have created significant issues with my rental account.Resolution *********** explanation for the refund/rejection of my payment.2.Clarity on my account ******************* reinstatement of my *********** commitment from Domuso to follow its own certified payment policies.

  Business Response

  Date: 04/01/2025

  Your Domuso account was deactivated in December 2024 due to 2 returned Domuso Certified resulting in an outstanding balance that you owe to Domuso and multiple failed recovery payments.  We have responded to your request multiple times with this information and details on why your account was blocked.
  You have attempted to delete the account associated with your outstanding balance and have attempted to create multiple new accounts.  With one of these new account, you initiated a payment on March 3, 2025 which was never accepted by your property staff. Due to multiple issues with your payments your Domuso account has been permanently suspended.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23137566
  
  I am rejecting this response because:
  It still does not address the issue with my march rent payment that was a certified fund and was accepted by the property the same day so they should have been sent that payment regardless 
  Sincerely,
  
  ********** ********

  Business Response

  Date: 04/02/2025

  Your Domuso account was initially suspended on December 12, 2024 due to a return on a Domuso certified payment initially made on December 6th and was returned for insufficient funds, then a recovery payment was submitted to Domuso on January 1, 2025 and your Domuso account was reactivated. On January 3, 2025, a Domuso certified payment was made to Banyan Flats and both the recovery payment from January 1 and the rent payment from January 3 returned. These actions resulted in the suspension of your Domuso account again. On January 31st, recovery payments were submitted on the account which again returned on February 6th. Recovery payments were again made on February 7th and both returned on February 13th. Recovery payments were made again on February 21st and returned on February 26th. Recovery payments were again made on February 27th and returned on March 5th. Separately, our records indicate a new account was created on March 3rd and a Domuso certified payment was initiated using that new account. The new account and this payment required acceptance by Banyan Flats and Banyan Flats did not accept the account or payment for processing. On March 6th, you and Banyan Flats were notified via email that your account was permanently suspended, you were no longer able to use the Domuso platform, and the payment from March 3 was rejected.
  

  A complete review of your concerns & suspension was performed  on March 13 and the final decision was made and communicated to uphold the permanent suspension of your access to the Domuso Platform. This decision will not be revisited.

  
  

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair 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.

  On febrauary 6 2025 I attempted several times to submit an payment through Domuso eventually I ended up putting a lower payment which is INSTANTLY verified through plaid where I had to login into my actual bank account to complete the transaction. I then attempted to put the remainder balance it would not let them then locked me out of the feature. Because the full amount was not posted to the account the apartment complex refunded my payment which on Domuso profile it states this will be refunded in 8-10 days by day 11 I started questioning what was going on as my bank always sends deposits back early. Mind you I had to put in my full name and account number the routing number etc to complete the transaction. I have used this feature for months with no problems using the same exact account. ********************** responds to my emails stating that they attempted to refund my money and chime stated there was not account found. I called chime they stated no such transaction of Domuso attempting to refund the money ever initiated to my account and they could see the initial $1700 was still showing on my account and confirmed it had not been returned or disputed. It was posted. I then spoke to Domuso and confirmed my banks statement sent them a screenshot of the transaction and they then locked me out of the account though they already admitted they could try the deposit attempt again that they still had my funds and knew that the bank exististed. I then requested they put the funds they had back on the domuso account they have not responded but they then deactivated the account stating they THEY are now owed $1700 with my checking account information on it though they have not even returned the money to me! Nobody is responding a dispute to date has not been made with my bank and they are activity trying to commit fraud! I have sent several emails with no avail! Nowhere does it say I cannot pay my mothers rent on this profile!I also told them to call the bank to verify!

  Business Response

  Date: 02/21/2025

  We apologize for the delay in response.  At the time the refund was requested we sent instructions to credit the originating account for the payment, this instruction was refused by Chime so we were unable to give you the money back.  We have processed the refund back to your property's account and have contacted both you and the property manager directly.  The payment should be listed on your account and this issue should be solved.

• Initial Complaint

  Date:02/05/2025

  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.

  This is the 3rd month I have tried to pay my rent through your website. It continues to reject the payment when funds have been verified. The money is waiting in the account for you to take it. Instead you have me pay $175.00 in addition to my rent for NSF charge. This is a scam! I have tried to report you to news ****************** action groups. However, this issue is not high profiled enough for them to accept. I will continue to look for other ways to complain, because this is not right.

  Business Response

  Date: 02/07/2025

  Domuso is a third party payment processor and does not have the ability to add charges or return payments.  When an ACH payment is made, banks have a 3-5 business day turn around time to either approve or return the online payment.  This means that the funds associated with the transaction you are trying to make need to be available in you account for that entire time period in order to avoid any sort of return from the bank. When a bank returns a payment, they will provide a return code which details why the payment was returned or reversed, in this case the reason was insufficient funds.  We have contacted you directly to follow up on the issue.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22903742
  
  I am rejecting this response because: For 3 months you have made my rental payment be late and receive late fee charges. 

   Your current process which is 3-5 business day turn around time to either approve or return the online payment. is not helpful 

  because by the time you return the payment now I am late. So the rental company posted the rent amount on 1-31-2025 by your

  3-5 business turn around it is rejecting around the 5th of the month which is now way too late. So this to me appears to be not right.

  You are getting extra credit card processing fees when I pay with a credit card, but when I try to pay with my checking account the 

  money stays in the account but you can now reject the payment, charge a nsf fee of $75.00 and the rental property get an additional

  $175.00 So everyone is getting money and fat off of me. Turning a reasonable rental payment of $14.36.37 to a whopping $1801.75

  Something is not right, and I will continue to fight this tooth and nail!!!
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/10/2025

  All ACH payments are an electronic money transfer between financial institutions that uses the Automated Clearing House (ACH) network and can take multiple days to process.  This is not under Domuso's control.  When making an ACH payment it is your responsibility to ensure that the funds are available for use in your account.  ********************** receives the Insufficient Funds rejection from your bank directly and does not have the ability to add charges to your bank account or resident ledger.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair 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,I attempted to pay my rent on November 26th for the month of December with my baking information. There were sufficient funds in my account however 3 days later my bank notified me that the charge was declined on November 29th at 4:06 in the morning. After getting the notification I went back into my account and was able to successfully pay my rent with my card (the funds in my account were more than sufficient as I was able to pay to 28 dollar fee from paying with my card) I have made multiple attempts to contact support via email and phone with no response since then. They have deactivated my account and still have not responded to the emails I have sent every day. The wait time to reach customer service on the phone is 20+ minutes and each time the call disconnects before you reach anyone.

  Business Response

  Date: 12/12/2024

  Hello,
  
  Payment ID ********* made on 11/26 was submitted using Domuso certified funds.   Since Domuso guaranteed them to your property we did not take back the payment when it was returned by your bank.  Your resident ledger has been credited with 2 payments for $876.  Our support team is working with your property on next steps. 
  
  We apologize for the difficulty reaching our support line.  If you cannot get through we suggest emailing ********************************** to submit your ticket.

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair 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.

  11/1/2024 - My apartment requires all payments be done through Domuso. Upon using the Web App and Mobile App to pay rent using the Domuso ************** Option for $3.99 option it was giving me an error, this happen every other month and I have to enter my information 3-4 times before it will work. This time it did not, I created a ticket with Domuso and got a response that they have escalated the issue. I have not received a response since that email. Since rent is due today I had to use the Credit/Debit card option which is 3.5% fee on the the total amount which was $57.94. This type of issue is not isolated for me, this is deceptive because we have limited options to pay our required rent and they capitalize on the shady practices. 1 supporting fact is that the debit card I used was for the same account that was not working on the Certified option.

  Business Response

  Date: 11/04/2024

  Hello ****,

  We apologize that you had an issue with our certified ACH payment.  We have been able to identify what happened and the fix for it will be released today.  Our Customer Support Manager reached out to you directly earlier today with further information about the transactions fees, we hope this will solve your issue.