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:09/23/2026

  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.

  My therapist has been charging me through IVY for years. Recently I started getting an additional $4.95 charge every time my card was charged for the session. I tried contacting IVY support on multiple occasions, and no one gets back to me. My therapist has reached out to them, and they said they can't talk to her about it. I tried contacting them again and still no response. I am still getting charged every time and don't know how to make it stop.

  Business Response

  Date: 09/24/2026

  Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that routing of all requests are handled according to all compliance standards and we go above and beyond while also erring on the side of the client on these matters.

  Customer Answer

  Date: 09/25/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Summer REMOVED

• Initial Complaint

  Date:08/20/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We have attempted to actually talk with someone at Ivy Pay to resolve a very simple problem. We simply wanted to up date an insurance card and co-pay credit card. None of the emails we sent provided helpful information. The service provider simply said Ivy Pay handles all of that and washed her hands of the issue. Im convinced, based on email contend from Ivy Pay that all responses are AI generated. We now have to interrupt much needed service because there is no human to speak with. Worst customer service REMOVEDever experienced.

• Initial Complaint

  Date:07/02/2026

  Type:Product 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 am filing a complaint regarding Ivy Pays failure to deposit funds owed to my business and its lack of customer support.A client payment was successfully processed through Ivy Pay on June 19, 2026. As of July 2, 2026, I have still not received the funds. Even accounting for the Juneteenth holiday, this delay is far beyond the expected processing time.I have submitted multiple support tickets and have received no response. There is no readily available customer service phone number, and I have been unable to reach anyone despite repeated REMOVEDa licensed therapist in private practice, I rely on timely payment processing to operate my business. It is unacceptable for client funds to be withheld without any communication or explanation.I am requesting that Ivy Pay:1. Immediately release the funds owed to me.2. Provide an explanation for the delay.3. Respond to my support requests and improve access to customer support for providers.I have documentation of the payment and my repeated attempts to contact Ivy Pay and can provide it upon request.

  Business Response

  Date: 07/07/2026

  Thank you for bringing your concerns to our attention. We take reports regarding payments very seriously and want to investigate this matter thoroughly.

  
  To protect privacy, we are unable to discuss or verify account-specific information in a public forum. Based on the information provided in this complaint, we have not been able to identify the matter being referenced. It is possible that additional information is needed to locate the appropriate records.

  
  We encourage the individual to contact our Support team directly at REMOVEDand provide additional account information, such as the email address associated with the account and relevant reference numbers. Once we have sufficient information to identify the matter, we will promptly review it and work toward an appropriate resolution.
  

  We are committed to resolving legitimate payment concerns and appreciate the opportunity to investigate.  Thank you, REMOVEDat Ivy

  Customer Answer

  Date: 07/08/2026

   
  Complaint: 25005841
  
  I am rejecting this response because: the business states they will respond to all support requests within 3-5 businesses days and mine went unanswered for 2 weeks with no acceptable reason. 
  
  Sincerely,
  
  M REMOVED

  Business Response

  Date: 07/10/2026

  We appreciate the additional detail. To protect privacy, we cannot expose account-specific information in public settings. Based on the information available to us, we have been unable to identify the account or support request referenced. This would be required for further investigation.

  We encourage contact to Support REMOVEDdirectly with their providing relevant details of their account and reference numbers so we can investigate.  Warmly, REMOVEDat Ivy

• Initial Complaint

  Date:06/30/2026

  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.

  Clients cards are getting declined through REMOVEDpay system, but their bank shows the money being taken out. So Ivy Pay is not paying me and saying that the credit card was declined. They have absolutely no customer service where you can speak to a human. My customers, REMOVEDtried to reach out to them regarding this issue and no one gets back to REMOVEDnot only am I not getting paid but my clients are getting money stolen

  Business Response

  Date: 07/07/2026

  Thank you for your message. We take payment concerns seriously and strive to ensure our billing processes are accurate and transparent. For privacy reasons, we cannot discuss or verify the details of any individual's account in a public forum.

  Generally speaking, when a payment attempt is unsuccessful, our system relies on the response provided by the payment network and the customer's financial institution. If a transaction is declined, the payment is not collected, and any outstanding balance remains due. We do not have the ability to override or alter a decline response issued by a card issuer.

  Our Payments team carefully reviews questions of this nature and, when appropriate, can provide additional information regarding the payment status and the processor's response through our secure support channels.

  We encourage contact with our Support team directly so we protect confidentiality and help with anything else in the future at REMOVED 

  Warmly, REMOVEDat Ivy

  Customer Answer

  Date: 07/08/2026

   
  Complaint: 24999008
  
  I am rejecting this response because:

  I am not sending emails back-and-forth with customer service. Theres absolutely no way for myself or clients to get a hold of customer service. There are far too many issues with this company and their payment system. I work with clients who are millionaires and their cards are not getting declined anywhere else, but with Ivy Pay, even after contacting their credit card companies.
  

  I have lost out on hundreds of dollars due to clients feeling like theyre getting taken advantage of due to this company
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 07/10/2026

  Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.

• Initial Complaint

  Date:06/08/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After using Ivy Pay for many years to collect payments from private pay clients I suddenly cant get into my account to bill these clients. Ive tried everything to get back in! I cant! Ive emailed them and sent a message on their site and NO response! Its been weeks now and I have clients to charge. Please help.

• Initial Complaint

  Date:05/04/2026

  Type:Product 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 am submitting a formal complaint regarding IVYPay, a payment processing company that is currently withholding my funds and failing to provide adequate communication or resolution.I am a licensed therapist operating a small business and rely on timely payment processing to receive income from clients. IVYPay has restricted or withheld access to my funds without providing a clear explanation, documentation, or a path to resolution.I have attempted to contact IVYPay more than a dozen times through their available support channels and have not received meaningful responses. They do not provide a direct phone number for support, which has made it extremely difficult to resolve this REMOVEDa result, I am unable to access my earned income, which is causing immediate financial hardship, including difficulty covering essential living expenses such as rent.I am requesting assistance in:1. Requiring IVYPay to provide a clear explanation and documentation for withholding my funds 2. Ensuring that I am able to access my legitimately earned income without further delay I am prepared to provide documentation of my attempts to contact IVYPay, as well as any account records or verification materials needed.Thank you for your time and assistance in this urgent matter.Sincerely, REMOVED

  Business Response

  Date: 05/11/2026

  Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.

• Initial Complaint

  Date:04/30/2026

  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.

  On April 16 2026, I received a $4.95 charge from Ivy Pay labelled 'IVY INSUR ASSIST'. In reviewing my charges, I'd never seemingly been charged this before and don't still know what the charge is for, so I reached out on the same day (April 16) asking for details. I received a response from REMOVEDasking for my phone number associated with the account which I provided within the same REMOVEDmy first and second message, I reached out respectfully and kindly.I reached out if there was an update on April 18th, then at least twice more through the site trying to get any response to what the $4.95 charge was for. Ivy Pay has not responded yet as of today, April 30th 2026. I received another charge of $4.95 today (April 30th 2026).I am the client of a therapist using this business, so I do not have the luxury of going elsewhere. I am requesting an explanation of the charge, and/or reimbursement and discontinuation of additional charges made without explanation.

  Business Response

  Date: 05/11/2026

  Looks like you were able to resolve this  - thanks so much. Definitely let me know if there's anything I can help with in the future at REMOVEDWarmly, REMOVEDat Ivy

• Initial Complaint

  Date:03/30/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  IVY pay is supposed to take about 1.5% of my billing per client fee and about 1% for transferring to the bank. IVY pay took over 18% of my annual private pay profits in 2025. I made REMOVEDover 12 months and IVY deposited REMOVEDof that in my bank account taking REMOVEDin fees they have not responded about nor accounted for. I have attempted to contact them several times and they have not responded at all in the past few weeks.

• Initial Complaint

  Date:03/01/2026

  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.

  This is the most difficult pay system Ive ever encountered. It is impossible to contact customer service to assist with app support. I am simply trying to open the app and change my method of payment and it wont even acknowledge my email, Not sure why any therapist or provider would use such an awful system when there is probably a significant number of better options.Ivy pay do better. I would tell anyone and everyone to steer clear.

  Business Response

  Date: 03/12/2026

  Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that routing of all requests are handled according to all compliance standards and we go above and beyond while also erring on the side of the client on these matters. Definitely let me know if there's anything I can help with at REMOVEDWarmly, REMOVEDat Ivy

• Initial Complaint

  Date:02/17/2026

  Type:Product 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.

  Ivy Pay is a credit card processor which I utilized to place a charge on 11/10/25. Ivy Pay erroneously placed a duplicate charge to the recipient's debit card, doubling this transaction without my authorization. The recipient then disputed the duplicate charge with her bank who completed their investigation and confirmed that the second charge was in fact a duplicate placed in error by Ivy Pay. The bank (REMOVED) then reversed the erroneous, fraudulent, duplicate charge. Ivy Pay then deducted funds in the amount of $194.50 from my account, stating that the charge was reversed and denying any record on their end of a duplicate charge being filed. Extensive documentation has been provided to Ivy Pay by myself, the recipient of the charge, and by the recipient's bank REMOVEDincluding bank statements clearly demonstrating the duplicate charge on statements both immediate to the placement of the charge in November 2025 and statements from 2026 demonstrating the duplicate charge still having been processed on the account (thus demonstrating that the duplicate was not a temporary hold that was later reversed. Rather, the duplicate remained fully processed and reflected as such on statements months later). REMOVEDconducted a full investigation into the matter and concluded their investigation on 2/9/26 stating that they investigated and confirmed the duplicate charge and that they consider the dispute now closed following a statement credit of $194.50. The recipient of the duplicate charge spoke to upper management at REMOVEDon 2/10/26 who further confirmed that the dispute is resolved subsequent to REMOVEDverifying the second charge was in fact an erroneous duplicate placed by Ivy Pay. At this point Ivy Pay has simply stolen funds from me and is refusing to remedy this issue despite ample documentation being provided regarding the duplicate, fraudulent charge. This is fundamentally concerning and illegal behavior and must be remedied.

  Business Response

  Date: 02/20/2026

  Thanks for your message. Looks like you were able to be in touch with our team on this and continue to use the service since - thanks so much. Definitely let me know if there's anything I can help with in the future at REMOVEDWarmly, REMOVEDat Ivy

  Customer Answer

  Date: 02/20/2026

   
  Complaint: 24537790
  
  I am rejecting this response because: I have not heard back from any customer service representative for nearly 2mos now. My emails have been simply ignored without resolution though I have reached out several times on the same ticket with additional documentation, reiteration of previously sent documentation which was ignored, etc. The issue remains unresolved. This response is extremely frustrating and publicly indicative of precisely the issue I am describing. Ivy Pay appears to enjoy fraudulently charging members, actively covering up such fraud within their own systems despite overwhelming documentation being supplied, and then simply refuse to even reply to customer service outreach of any form for resolution.

  I have reached out via BBB due to receiving no resolution, no escalation, and for the past nearly 2mos, no response whatsoever, regarding this issue. I have, however, spoken to other colleagues who are fighting the same issue with Ivy Pay thus demonstrating that this is a recurring issue with fraud that the public needs to be made aware of if Ivy Pay has no intention of correcting this. 

  A credit card processor engaging in widespread patterns of placing fraudulent charges to consumers and then doubly-profiting by withdrawing the equivalent of the already placed fraudulent charge from other consumer's accounts is gravely concerning. Your job is to process the payments as I input them, not to steal money from me and the recipients of my charges. 

  
  Sincerely,
  
  REMOVED