ComplaintsforZego A Global Payments Company

• Initial Complaint

  02/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am complaining about $385 charge in convenience fees from a 3rd party company, Zego, for using Discover (Disc). In the end I asked Alliant not to use Disc and I sent them a personal check which they have already cashed.I owed $3667 to *************************** for Annual dues/Cable TV at my home in *******.I generally pay by check but opted to pay with a credit card, Disc. This was my 1st time doing so on Alliant's web site. I entered the info and at no time ever saw a message that my payment was successfully submitted. I thought I was doing something wrong so I did so 2 more times. Then I checked the Disc website and to my horror saw that I CHARGED $3667 3 TIMES!!! I immediately reached out to Discover and they said that they could do nothing to help me remove these payments until they were out of pending. I called the next day and received the same response. Eventually I was charged $3795.34 3 times!!! Alliant was wonderful to work with and removed the 3 $3667 charges from Disc. However, **** told me they can not remove fees. So I reached out directly to **** first to a customer service rep and then to a manager. They told me there is nothing that can be done to remove these fees. Below is my email.Their response was NO. Thanks,*********** Afternoon,On 1/29/24 I paid *************************** the amount of $3667 due 3 times!!!Yes, I am embarrassed but it was my first time trying to do this because I always pay by personal check.I never saw a prompt on their website that confirmed the payment was successful.Clearly this was an innocent error.In the end I sent them a check AND WILL NOT BE USING DISC CARD AT ALL!This is how I was charged on Disc:1/29/24 - $3795.34 1/29/24 - $3795.34 1/29/24 - $3795.34 Credited by Alliant 2/1/24 - $3667 2/1/24 - $3667 2/8/24 - $3667 I am asking you for help to credit the fees you charged since in the end I am not using a credit card.They total $385.02!Please have mercy and help me.Thank you!*******************************

  Business response

  02/12/2024

  Hello, Thank you for your feedback, and we sincerely apologize for any inconvenience or frustration. As a third-party payment processing company, we do charge a service fee per transaction, and for credit card payments, that fee is a percentage of the payment amount, which is industry standard. Once a payment has been submitted and processed, the fees charged are non-refundable. While we understand that the multiple payments were submitted in error, our policy remains firm. 

   

  Warm regards, The Zego Team

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received the following unsolicited and false email from gozeho which is spam and illegal - this must cease now. Company)" <******************>Date: 26 January **** at 6:44:09pm GMT-5 To: **************** <***************************>Subject: ************ Reminder ?Dear ****************,As requested, this is your payment reminder. If you have already made a payment, please disregard this message.To make changes or to cancel these reminders, log into your payment portal account and update your preferences within the "My Account" icon.Prefer to set up automatic payments instead? Activating AutoPay is quick and easy. Simply log into your payment portal and go to the AutoPay tab where you can enroll in minutes. AutoPay can be canceled at any time. Please note that some ******************* companies do not support AutoPays, in which case you would not be able to enroll in this feature.Thank you for using Zego!The Zego (A Global Payments Company) Team support.******.com

  Business response

  01/29/2024

  Hello ****

  Thank you for taking the time to write us with your concern. ************ reminders are sent out to users that have set them up through either our portal directly, or through a management company portal. We have disabled the reminders that were set up to be sent out for your account. Should you decide that you would like the re-enable payment reminders, please feel free to reach out to our support team at ************ or open a support case by visiting ***************************************************.

  
  Warm Regards,
  The Zego Team

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My HOA directed me to this extortion. $25 to pay a fee to them. That seems criminal. And nothing on the payment form to say that's what they charge! Extortion at the lowest level.

  Business response

  12/11/2023

  Hi ****, We can assure you that we are not in the business of extorting people, but we hear your frustration about our fees. As a third-party payment processing company, Zego works with each property management company individually to set up their fee structure and payment method options for their residents. If you have any questions regarding your specific payment method options, or other fees charged by Zego please give us a call at ************, or open a support case at ***************************************************. Warm regards, The Zego Team

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email to my email address, a letter addressed to my husband saying his payment was due. Ive never heard of this company. I dont rent a home, and our HOA has never heard of this company. My husbands name and my email have nothing to do with each other. It was scetchy from the beginning. I called and stayed on line for over 12 minutes to have a representative tell me not to worry that someone may have stolen our information, and to just ignore it. What kind of business sends out mass emails asking for payment by people who dont owe them money?A scam company, thats who. This is outrageous. Where did they get my information?

  Business response

  12/04/2023

  Hello *********;, Thank you for taking the time to write us with your concern.

  Our records currently show that your email was signed up to receive payment reminders for a West Village at ********************************* with the first scheduled send date being 12/1/23. These reminders are entirely optional, and are enrolled in directly by the user. They serve as a very general reminder that a payment may be due, and is in no way a direct indication that an amount is actually owed. It would be the same as putting a recurring reminder on a calendar that just says "pay bills" on a specified date. If you wish to no longer receive these reminders that were opted into, please reach out to our support team via our help center. *****************************************************

   

  Warm Regards,The Zego Team

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted **** customer support as my address is listed incorrectly in their system. A member of there customer support team reached out with the following response, Thank you for contacting ****! (A Global Payments Company).We apologize for the inconvenience, but for your address to be corrected you must contact your property management company, **********************. You may reach them at **************.My concern, if data is incorrect in their system, why does the client/customer required to reach out or correct the issue. My property management company has my address correct, Zego does not. What poor customer service that they require their users to correct/resolve data integrity issues in their systems. I refuse to correct an issue on behalf of a company who doesnt sign my paycheck.

  Business response

  11/29/2023

  Hello ******,

  We sincerely apologize for any inconvenience or frustration. We take resident satisfaction seriously and we appreciate you providing feedback on your recent experience. While we understand that having to reach out to your property management company to resolve the issue is frustrating, it is the only way to get the correction made.Your property management company currently does not have a property listed for ******************************** may be why 502 Regulator North was chosen when the account was registered on the 28th, instead of *************************, and only your property management company has the authority to add or request properties be added to their account. Since your correct address is not a selectable property, we are unable to make any corrections to your account and is the reason why you would need to contact the management company directly. It may be that the management company intended that this property be used for your account, since there is a corresponding account number, ********, associated with the property, however, as we are only the third party that they use to facilitate online payments, we can not presume to know what their intentions were. For this reason, you would need to contact ********************** to confirm your account was originally registered correctly, and if not confirm how to proceed since your correct property is not an available option. 

  Warm regards,The Zego Team

   

  Customer response

  11/29/2023

  This is unacceptable. Sorry, I am not happy with the level of support. I am not going out of my way to fix or correct their system. That is not my responsibility. For all I care, they can keep it wrong. When my lawyer gets involved and finds that theyve been intentionally contacting a null/void address not associated to me then I wont be responsible for payment, I bet they would quickly correct it. Keep it incorrect, lets see what happens.

  Business response

  11/29/2023

  We are sorry to hear that, but unfortunately, there is nothing that Zego can do on our end to rectify the address on your account. The only remedy to the issue at hand is what we had provided in our earlier response. As the use of our service is generally optional, and merely a way to make payments online, it would be up to you, the user to decide whether or not to proceed with use of the online account, or see what alternate payment channels the managing company offers. 

   

  Warm Regards,

  The Zego Team

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ZEGO is charging me excessive fees on their payment portal. They charge a $5.00 set-up fee on top of a $6.00 payment processing fee, and then another $3.50 payment processing fee for a $14.97 payment. That equals 97% in fees to make a payment. I don't believe anyone would consider this to be an acceptable and fair business practice in *****************. I called **** and spoke to the highest level manager they would let me talk to. The Zeho representative's name was ******* and she was very rude and said that she thought the fees were fair and normal. I asked to have an alternative way to pay to avoid the excessive charges and she said there were no other options. If anyone reads this complaint and is about to sign a lease anywhere in ***************** please check if the landlord uses ZEGO for rent and utility payments, if they use ZEGO do not sign the lease or you will be taken advantage of and will have no recourse except to complain to the BBB about their unfair business practices! Shame on you Zego for taking advantage of people!

  Business response

  10/19/2023

  Hello *******,
  Thank you for taking the time to write us with your concern.  **** works with each property management company individually to set up their fee structure and payment method options for their residents. Typically, there is a flat fee for e-check transactions and a percentage-based fee for credit and debit card transactions. It is up to each property management company whether they will incur or pass along the processing fees to their customers (residents). Additionally our fees are industry standard, and the use of our service is general optional, however it is up to the property/management company in determining what options they make available to their residents.  If you would like, you *** also contact your management company directly to see if you have any other payment options available to you that *** have a lower , or no service fee.

  
  Please give us a call at ************, or open a support case at *************************************************** if you have any additional questions
  Warm regards,
  The Zego Team

  Customer response

  10/19/2023

  The fees Zego charges are not standard! Charging 97% processing fee to a student should be looked into by regulators. Anyone who doesn't want to be taken advantage of should be aware of these outrageous fees that Zego charges  Shame on you Zego!!

   

  Business response

  10/20/2023

  Since Zego works with each property management company  to set up their fee structure and payment method options for their residents, we can only suggest that you contact your management company directly to see if you have any other payment options available to you that *** have a lower , or no service fee.

  Warm Regards,The Zego Team

   

• Initial Complaint

  10/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved into a new apartment in August. I went to setup the autopay system and it wouldn't let me select the 1st or 2nd days of the month so I resorted to the 3rd. It paid my September rent on time. But on October 3rd it did not pay. The *** had charged their normal amount on the 1st. My maximum payment had a limit of $1000, well above the estimated $650 I normally would pay. With late fees, my bill was $825. I checked on October 4th and saw I had been charged late fees due to lack of payment. I went ahead and paid manually as to avoid eviction in 3 days of non-payment. I visited with the site's manager that evening. We both have the same record of the billing and both saw my autopay was still scheduled for October 3rd, 2023...despite it being past that date.I contacted Zego, the payment service the *** uses, to see what could have caused the error. They have been giving me responses and explanations that are clearly false. They say the billing was made later than the scheduled payment. They said the billing was more than my payment allocated. They say my autopay should be set for the 1st. I have sent screenshots of my account clearly showing the opposite of what they say. They have provided no records as off contradicting my records. They still maintain the blame lies in the payment amount, billing timing, billing amount, or autopay schedule despite sending them screenshots and repeated correspondence. I would have understood if there had been a technology issue they needed to study and sort out. But the statements being given to me are clearly false if they took any time to view the records.I wish to be able to trust that the financial payment service is capable of analyzing and fixing the issue rather than continue to worry that their system may fail in other ways, leaving me at risk of possible eviction every monthly period.

  Business response

  10/16/2023

  Hello *****, 

  Thank you for taking the time to write us with your concern. We looked into your account and can confirm that the information you were told by the rep you were originally dealing with is correct. It just seems like there may be some confusion regarding how your autopay works, so we will attempt to provide some additional clarification. Your autopay is currently set up as variable, which means that your autopay will only run on the designated date if a balance is populated by your properties account software. On the date your autopay was scheduled to run, October 3rd, balance information had not been populated on the account, so a payment was not submitted. You would have been sent an email notification that your autopay did not run due to no balance being populated. Since your autopay running is entirely dependant on balance information being populated by your property, it would be recommended to review your account on the scheduled submission date to ensure your payment was submitted. This will help mitigate any issues of being late. If you have any additional questions about your autopay or how it works, please don't hesitate to give us a call at ************, or open a support case at ***************************************************

   

  Warm regards, The Zego Team

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zego fraudulently charged my account for the current remaining balance of $3898.61 which was an inaccurate balance and I only owed $1875.00 but it hadnt been updated yet, to my credit card. I was not planning on charging it to my credit card. I logged on and before I could press any buttons I got an email saying I was charged. There was also no option to even pay when I logged on, so I couldnt have authorized it if I wanted to. I called zego and theyre saying I authorized it, which I absolutely did not, as I didnt even owe that amount. Theyre system messed up and charged me and now theyre refusing to right the wrong. I reported the fraud to my CC company. I also found a class action lawsuit against them (no surprise) and intend to become a part of it and fight it. Horrible company.

  Business response

  10/11/2023

  Hello *****, 

  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. Our internal logs show that this was a user submitted payment, meaning that the account was accessed via username and password, and a payment was then submitted. As a third party, we are not directly aware of what may or may not be owed on an account. Any balance information populated on the account is provided by your properties accounting software.  From what we can infer, when the payment in question was made, a populated balance of $3898.61 was on the account. From this point on, the user has the ability to enter an alternate amount, or proceed with what is populated. The payment process also affords a user multiple opportunities not to proceed with the payment as there are several steps one must take in order to complete the transaction. These steps include choosing a form a payment, and then a final review page that will list the total to be charged. From there a user has to finalize the payment, and in doing so, they are confirming all charges are accurate. Given all the steps that must be taken in order to submit a payment, it is highly unlikely that one is submitted immediately upon log in. As for a resolution, since the payment has posted and paid out to your property, any refund would need to be directly requested through them, as Zego needs their direct authorization in order to proceed with a refund, as they hold the funds. 

  If you have any additional questions, or would like further assistance regarding this matter, please don't hesitate to give us a call at ************, or open a support case at ***************************************************

  Warm regards,The Zego Team

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** charged my credit card three times for my monthly rent for Village Green. Staff was rude Would not accept an email with ********** statement showing three charges for rent payment. Will also not refund the credit card fees for 2 of the charges that were not authorized to begin with

  Business response

  10/05/2023

  Thank you for taking the time to provide feedback about your experience with ****. We sincerely apologize for the negative experience you had with our customer support service. When looking at your account, we are only able to see two charges made in October, with of of those being refunded by your property. We would be more than happy to investigate the third charge that you are seeing, but to do so, we would need an official running bank statement showing the charges from October 1st to the present day. Please note, we can not accept screenshots of online banking. It will need to be an official statement from Chase. Once acquired, you can create a support case using this link *****************************************************. Regarding the service fees, per our policy, once a payment has processed, service fees our non-refundable. 

   

  Warm Regards,The Zego Team

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zego is the 3rd party payment system used by my property management. I went to pay my rent for the month as I normally do on 9/22/2023 and occurred upon an error. When I refreshed the page to screenshot my confirmation of payment there were two charges. Upon checking my banking records there were also two charges. Instead of them fixing the issue of double payment on there end, Ive been through the ringer of the property management pointing the finger at Zego and Zego pointing the finger at the property management. Clearly there was glitch in the system of Zego because I have it in writing from them stating there was an error and asking for written approval of the refund from the property management. Which they received.

  Business response

  10/09/2023

  Hello,We sincerely apologize for any inconvenience or frustration.We have received the authorization from your property, however, in order to proceed with the refund, we need direct authorization from the management company, which we are still waiting to receive. Unfortunately, we cannot proceed with the refund process until that is received. 

*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. ↩