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:09/21/2026

  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.

  After successfully operating my professional medical telepsychiatry account on REMOVEDfor a month without issue, my account was improperly locked immediately following a formal demand for payout transmitted via email and REMOVEDCertified Mail (Tracking #REMOVED8902 3589 0900 0044 7622 64) on September 17, 2026.Ivy Pay locked the account under the false pretext of unverified medical licensure, despite my active credentials and having already processed transactions for a full month. This punitive lockout effectively withholds earned professional revenue totaling $904.44 net ($930.00 gross) across the following transfer dates:09/13/2026: $87.53 net ($90.00 charge, Ref #REMOVED, ID REMOVED/09/2026: $58.35 net ($60.00 charge, Ref #REMOVED, ID REMOVED/08/2026: $58.35 net ($60.00 charge, Ref #REMOVED, ID REMOVED/08/2026: $87.53 net ($90.00 charge, Ref #REMOVED, ID REMOVED/08/2026: $87.53 net ($90.00 charge, Ref #REMOVED, ID REMOVED/07/2026: $525.15 net ($540.00 charge, Ref #REMOVED, ID REMOVEDResolution:Immediate restoration of full access to my professional account.Written confirmation of license verification.Immediate release of the full net balance of $904.44 along with corresponding ACH trace identifiers.

  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 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.

  Customer Answer

  Date: 09/25/2026

   
  Complaint: 25299082
  
  I am rejecting this response because:
  

  The business's response is entirely unsatisfactory and fails to address the core issue: the prolonged and improper withholding of $904.44 in net professional earnings ($930.00 gross) across six specific transfer dates spanning September 7, 2026, through September 13, 2026.

  
  Issuing a blanket denial and citing general compliance protocols does not account for earned professional revenue processed successfully over a month of active practice, only to be locked out immediately following formal payment demands. The business has failed to provide the requested ACH tracing identifiers, proof of transaction settlement, or any legitimate justification for withholding these funds.

  
  I request that the Better Business Bureau note this response as unsatisfactory and keep the case active until Ivy Pay either releases the full net balance of $904.44 with corresponding ACH trace numbers or provides valid, documented proof of deposit.

  
  Sincerely,
  
  Dr. REMOVED

  Business Response

  Date: 09/30/2026

  We take a vigilant approach to compliance. With that said, there is absolutely no merit or truth to your unsupported claim. Regards, The Ivy Team

  Customer Answer

  Date: 10/01/2026

   
  Complaint: 25299082
  
  I am rejecting this response because:
  The business's responsecharacterizing this documented financial dispute as having "no merit or truth"is entirely unsatisfactory, evasive, and fails to address the core issue: the prolonged and improper withholding of $904.44 in net professional earnings ($930.00 gross)across six specific transfer dates spanning September 7 through September 13,2026.
  Issuing a blanket dismissal under the guise of general compliance protocols does not account for earned professional revenue processed successfully over a full month of active telepsychiatry practice, which was abruptly locked out immediately following formal payment demands. Defendant REMOVEDhas failed to provide the requested ACH tracing identifiers, proof of transaction settlement, or any legitimate regulatory justification for seizing these funds.
  I request that the Better Business Bureau keep this case active until Ivy Pay either releases the full net balance of $904.44 with corresponding ACH trace numbers or provides valid, documented proof of deposit.
  Respectfully,
  Dr. REMOVED
  REMOVEDR REMOVEDLLC

• 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