ComplaintsforZego A Global Payments Company

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is trying to charge us over ****** for a cancelation fee. We no longer have a signed contract with them. They never reached out to us for renewal. We simply chose another company and they are charging us a ****** cancelation fee!!! They are also sending us to collections if we do not pay it. We believe it is un just. When we tried to talk to the company about it they were super rude.

  Business response

  04/24/2024

  Hello, 

  Thank you for your feedback. After reviewing your complaint I am showing that our Decommissions Team has offered a discount on the termination fee as a courtesy. Per your contract, failure to transact and pausing services is considered a termination of services and Zego may assess a Termination Fee. Our Decommissions Team reached out via email again today to discuss the discounted fee. Any and all conversations about the termination fees will need to be had with our Decommissions Team. If you decline payment of the discounted fee the full fee will be sent to collections per our protocol. Any escalation point would be directed to our Legal Team. 

  Thank you, 

  Customer response

  04/29/2024

  Hello,

  We are willing to pay ******** today. We cannot pay ***** for this. Please let us know if that works and we can pay this today. 

  We were never contacted to renew.  They "got us" but "auto renewing".

  We cannot pay more than ********.

  Thanks

   

  ******

  Business response

  05/02/2024

  Hello ******,

  As agreed to in your contact with Zego, the Agreement will automatically renew for additional one (1) year periods. The automatic renewal does not occur if the company provides notice of non-renewal at least sixty (60) days prior to the renewal date. For additional questions on your contract terms, please contact us directly.
  You did not respond to the decommission representatives most recent email to discuss the available discount. As they stated, not accepting the courtesy discount will result in the full fee being sent to collections. Further escalations regarding this should be directed to the legal team.

  Thank you.

  
  

  Customer response

  05/02/2024

  Hello,

  The "auto renew" is un ethical and we mentioned that we would settle at ******** today. Please confirm and send an invoice-

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I was charge by zego 25 for no sufficient funds. Yet I have screenshot stating funds were in the account and they refused to refund me the 25 dollars and the 25 dollar is preventing. My rent payment from going through. They state that on ***** 17. That I didnt have the fund in my account. But I clearly did. I have a screenshot from 3:15 pm ***** 17 with the amount of money in the account. That I havent even touched as it is for rent. I made a payment on ***** 14. The payment processing took two or three days. On ***** 17. They attempted to take Funds out off the account. Outside of business hours. Which isnt my fault. Just because the company is in a different time zone. It shouldnt take that out on people living in the opposite time zone. I have never had and issue with paylease before up until this month. I would like for them to refund my ********************************************************************************** their payment processing that I had nothing to do with. I try to call and be civil. But there was no help whatsoever. I need help it getting this Resolve if the ceo can please reach out to me that I would be great to have an apology and refund for the money. I have never been rude or anything to this company. According their website it said that they would try the payment twice. But they never did. Instead of doing it twice they charge me 25 bucks and didnt even process my rent payment. Because of them I am being charge more money that I dont have. As you can see within the screenshot that was the amount in the account. Plus when i to look at the time and the date it say ***** 17,3:15 pm. Yet they processing said I didnt have the funds. Got charge 30 buck from my apartment complex for the return payment.

  Business response

  04/19/2024

  Hello *******, 

  Thank you for taking the time to provide feedback. When you submitted the payment, we attempted to pull the funds from the bank account you provided, however your bank would not allow us to process the payment due to insufficient funds in the account. Per the terms and conditions agreed to prior to submitting a payment, an insufficient funds (NSF) fee will be charged to the account holder should the payment be returned for insufficient funds. This disclaimer is displayed on the Review & Submit page before the payment is processed. You may opt to use or decline the service at this point, before the payment is submitted. By submitting the payment, you agreed to the terms and conditions of our NSF policy displayed below:In the event that my bank returns this transaction for insufficient funds (NSF), I authorize Zego to assess and process an automatic NSF Fee to the same account from which this payment was initiated. As we do not have direct access to your account, we must go by what your bank advises in regards to the withdrawal of funds.They ultimately control whether we can collect or not. If the funds were present in your account when we attempted to collect, we can only advise that you work with your bank directly to find out why they said otherwise, and if it was in fact an error on their part, it would be their sole responsibility to rectify. We are not responsible for issues due to bank error. If you have any questions, please don't hesitate to give us a call at ************, or open a support case at *************************************************** Warm regards,The Zego Team

   

  Customer response

  04/19/2024

  I am sorry there is no disclaimer provided when you go to submit payment for the mobile application so it is still in fact and error on your part. I need that 25 dollars back. Because that is in fact holding my rent payment hostage until you decide to resolve the issue.  No where on  that payment page is there a disclaimer.   It isnt there.  I use your payment process system before and no where does it state that disclaimer.   It the payment process company issue it isnt my bank or anything.   

  Business response

  04/22/2024

  The disclaimer would be present prior to submission of the payment, however, since you submit payments through your property management companies webportal, the exact location of said disclaimer may differ. As we do not own or operate their site, we cannot confirm where exactly it would be located. The presence of the disclaimer does not impact the processing of your payment though. It is there merely to advise that if a payment is returned by the account holders bank for insufficient funds (NSF), a $25 NSF fee will be assessed, which was the case for your April 14th payment. The success of the payment is entirely dependent on the availability of funds in the account used, and our processing of the payment can only be successful if the bank deems so. If the full amount was in your account the entire time from date of submission, until we received the return notice on April 17th, we once again can only advise that you speak directly with your bank for information on why the said the funds in the account were not sufficient to cover the payment. 

   

  Warm regards,The Zego Team

  Customer response

  04/22/2024

  I am sorry that you refuse to take responsibility. It your payment portal and it not my  property portal. It your mobile app that I used.  Please take responsibility for this. For that 25 dollar that you feel has no significance. I have to work 3 hours just to make that 25 dollar.  Please find it in your heart to make it right.  Speak to any of your higher up to refund me that 25 dollars.  I really need you to find a way to refund me that 25 dollars. I will no longer being using your payment processor method until you find it in your heart to refund me that 25 dollars. That is all I ask and need of you.    Then I will not need to escalate this to the attorney general office to get my 25 dollars back.   So please refund my 25 dollars.   That is the only way this issue can be resolved is to refund my 25 dollar.   How can I get you guys to refund my 25 dollars?   Does my bank and my landlord have to write you a letter to get my 25 dollar back. I am trying to be reasonable for a person that is poor and hard for money to come by.  I really really really need that 25 dollars back.     Please talk to your ceo and find a way to please refund my money.  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  owner of a property who used ZEGO/Paylease. Our contract was for 12 months with termination fees calculated based on prior months of service fees averaged and charged to the remaining months. When i called to get information regarding cancellation, the company purposefully neglected to call me back for almost two months, (the special department they use to frustrate cancellations) When the bill was tallied, they incorrectly included months that were paid as agreed, which resulted in a larger number of months added to the termination, and included the service charges charged directly to tenant which i have no record of, making it impossible for me to parse the fees that would have been eventually charged when i changed services. (without them responding timely to my request for proper cancellation)this company is trying to charge me over a 1000 for early termination, when they didn't respond to my calls for a quote, didn't explain the process of termination, and refused to calculate the termination according to the contract. the fee should be $240 at most.if you are a tenant who uses this service, inform the owners of their unwillingness to respond to timely during termination, and to explore other payment portals. absolute trash.

  Business response

  04/22/2024

  Hello ******************:

  
  We always strive to provide timely and effective service to our clients, even through the deprovisioning process. Reviewing your portfolio, there is not a Support Case logged requesting information on how to close an account until the recent open inquiry submitted April 11th, 2024. The previous case, and only other request we received from your company in 2024, related to updating the *** for the ************* property. This was completed.

  
  If your residents will not be submitting payments through Zego throughout the entirety of your contract terms, then the portfolio is in violation of the Zego agreement. Canceling a contract mid-term/ stopping services will incur an early termination fee (ETF). As the representative wrote to you on April 16th, "Such Termination Fee will equal the average monthly fees contracted for such terminated Service(s) for both passed and incurred fees (calculated by taking the average monthly amount due to Zego in the prior six (6) months) multiplied by the number of months remaining during the Term, and any discounts, cost reductions, or other fees that were waived at execution of this Agreement or anytime during the Term will revert to the original (undiscounted) pricing as of the Effective Date and become due to Zego at the time of termination." 

  
  Reviewing your open inquiry, it appears that your company has discussed the options available to you with the Zego representative. If you have any additional questions, you may continue to contact your deprovisioning representative directly. Thank you!
  

  
  

  Customer response

  04/23/2024

  your team did not respond (or keep record of) my call in march.

  your contract does not specify the fees you charge other people as being my responsibility. nor did i ever accept those terms. (credit card transaction fees)

  your delay coupled with your opaque reporting of these fees makes it imposable to calculate or plan for an organized mid term termination.

  the fees you wish to collect form me would normally go to a credit card company, and since no such fee will be collected from you its clear you wish to profit off of your own negligence. 

  your termination department has no direct line, the unhelpful staff in this department have no return phone numbers or ways of contacting them directly except through emails, which obviously have not resolved the issue.

  you should suggest a fair termination fee. excluding imaginary credit card transaction fees that don't exist. (and you wish to profit from)

  Business response

  04/24/2024

  Hello, 

  Thank you for your reply. Any notice to terminate our services must be submitted in writing. Our decommissions team left a voicemail on April 22nd and sent you a follow up email. Any decommission conversations must be had through our decommissions team as per our protocol. I have advised our decommissions team to reach out to you again. 

  Thank you, 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **** sent me a NSF for a returned payment ! Send my money right back to my savings account please! This is ridiculous!

  Business response

  04/03/2024

  Hello,
  
  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. Per the terms and conditions agreed to prior to submitting a payment, an insufficient funds (NSF) fee will be charged to the account holder should the payment be returned for insufficient funds. This disclaimer is displayed on the Review & Submit page before the payment is processed. You may opt to use or decline the service at this point, before the payment is submitted. By submitting the payment, you agreed to the terms and conditions of our NSF policy displayed below:
  
  In the event that my bank returns this transaction for insufficient funds (NSF), I authorize Zego to assess and process an automatic NSF Fee to the same account from which this payment was initiated. 
  
  If you have any questions, please don't hesitate to give us a call at ************, or open a support case at ***************************************************
  
  Warm regards,
  
  The Zego Team"

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reach out to paylease to ask about them sending over an email saying that my payment was return in the amount of $703.15 and that was incorrect. Per my bank history they stated that paylease only sent over $700.00 for withdraw and not $3.15 because it sent separate. My bank do not have any recent record of NSF because of this payment. When i spoke to them they stated they do not see at least $700.00 payment their recorded indicate full amount was return. The rep i spoke with said that he cannot see if they receive $700.00 but can transfer over to supervisor. when spoke to the supervisor she 1st let me know that she is the highest escalations very rudely. The supervisor inform me full amount was return I told her incorrect she repeated full amount was return and again I told her incorrect she put me on hold and saw they actually receive the $700.00 the supervisor proceed to argue with me and refuse to escalate over for further review because she wanted me to know in the beginning that she is the furthest escalation and no further. I had to call back and when I did she already made notes on the account to tell employees to hang up on me, ignore me, be smart, argue, refuse to transfer, refuse to provide me their name and refuse to escalate over and refuse to make corrects. Their website was showing alot of payments still processing and not paid. they did not send out the correct information letter saying correct amount return I had to argue and call multiple times to get them to escalate their glitches, they got offended and sent an offensive letter to may apartment complex telling misinformation about what, happen, sending them sensitive documents and records.

  Business response

  02/19/2024

  Hello ******,

  We sincerely apologize for the negative experience you had with our customer support service. We understand your frustration and disappointment, and we deeply regret any inconvenience caused. We apologize for information contained in the email you received regarding the return. We will be working with appropriate teams to try and get the language of those emails updated to avoid any future confusion. We appreciate your feedback and will use it to improve our services and customer support processes. We value your business and appreciate your patience as we work towards resolving these issues.Warm Regards,The Zego Team

  Customer response

  02/20/2024

  I need them to send an email to the apartment manager and retract whatever negative statement they sent.

  I need them to send an email to the apartment manager and retract whatever negative statement they sent.

  I need them to send an email to the apartment manager and retract whatever negative statement they sent. After the letter sent I need a phone call confirming they retract their statement where they are not taken accountability for their misinformation, untrained and disrespectful employees, who lied, didn't want to provide their name, hung up, answer the line and didn't say anything at all and have the nerve to send a letter to the apartment manager lieing about their actions.

  Business response

  02/23/2024

  Thank you for taking the time to reach out to us today. Our compliance team notified your property management that your **** account will be blocked or disabled as a third party payment option due to excessive ACH returns. We are unable to address any correspondence that was had between you and your property. Regarding the original issue, we issued a one time courtesy refund for your most recent NSF fee.  
  
  Warm Regards, The Zego Team

• 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

*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. ↩