Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  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.

  the company states:"Share your referral code with a business. When they sign up using your code and make $***** in Plastiq payments within the first 30 days, youll get ***** ****."I referred someone and they spent 2500 and I didnt receive the ****

  Business Response

  Date: 06/17/2025

  Plastiq has informed this customer on 6/14/25 via email that although their referral submitted two payments totaling the required amount of $2,500.00 in order to receive our Fee Free Dollars (FFDs) these payments need to be fully completed meaning deposited by the vendor they submitted the payment to. As of today 6/17/25 both payments submitted by their referral (user: ********************* have NOT been deposited by the vendor thus these payments are not completed. Once these payments are completed (deposited) we recommend allowing 2 weeks for the FFD's to apply to the user and their referrals account. 

  This is detailed in our *********** article as well: ************************************************************************************************

• Initial Complaint

  Date:12/30/2024

  Type:Product 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.

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

  I expect to receive refund to my method of payment by the date set forth by Plastiq. 
  
  Sincerely,
  
  ****** ****

  the money went. Because of this, my relationship with my supplier is ruined. My supplier delivered the goods, but the money has not been received because Plastiq cannot tell me where the money went. I want the money returned so that I can find a different way to pay my supplier.

  Business Response

  Date: 01/13/2025

  Plastiq was able to research this payment that the customer contacted us about. This payment was successfully sent to their vendors bank on 12/11/24 however their vendors bank requested additional information regarding the payment and which account it should apply to. Plastiq's Financial Operations team was working with the ************ to provide all the information request but it was not accepted by the ************. Due to the delay, they customer requested that we submit a recall request for this wire payment which Plastiq submitted on 1/8/24 and was provided with an expected resolution date by our bank of 2/21/25.

  Once Plastiq received confirmation that this recall was successful, we will refund the full transaction including the fees charged to send the payment back to the customer on their original payment method. Plastiq currently has case # 02008547 open with the customer to provide updates on the status of the recall. We recommend they continue to monitor their email for any communication regarding this payment and if they have any questions, please reach out to us. 

  Customer Answer

  Date: 03/02/2025

  Better Business Bureau:
  
  In reference to complaint ID ********, ********************** finally refunded the funds back to my credit card on 2/26/25.  This has resolved the issue.

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

  Business Response

  Date: 02/28/2025

  After researching this issue, the reason for the delay in returning these funds are due to them filing a dispute with their card company. Per our standard operating proceedures, although Plastiq did receive these funds back for the wire payment (payment ID ********, since this dispute was filed, we had to wait to reimburse the customer until either the dispute was dropped or the dispute process was complete. This is to ensure that Plastiq and the customer are correctly made whole. We received confirmation that this dispute was resolved on 2/26 and Plastiq initiated a refund including the fees, back to the customers original payment method. They will see this on their end in 3-5 business days depending on the speed of their financial institution. We have followed up with the customer as well via email to inform them of this status update.

  Customer Answer

  Date: 02/24/2025

  Plastiq in their response said the issue would be resolved on 2/21/25. However, that time has come and past, and still no refund has been issued. We thought that they would follow through but still having hard time contacting them, as their response is always, "we will follow up".

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair 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.

   
  Complaint: 22457875
  
  I am rejecting this response because:
  
  I am writing to formally address your recent response regarding the unresolved payment issue associated with my account and provide clarity on my experience with Plastiqs support process. The assertion that I did not attempt to contact your **************** team is both inaccurate and unsatisfactory.

  
  

  Contact Efforts and Response Delays

  
  

  Since encountering this issue, I made multiple attempts to contact your **************** team through available channels to resolve the matter promptly. I was met with significant delays, and at no point was clear guidance provided to prevent further disruptions with this payment.

  
  

  Scheduling and Communication Gaps

  
  

  While you indicated this was a standard check payment with no tracking, I was not informed of this limitation when I scheduled the payment, nor was I advised on potential alternatives that might have been more suitable for ensuring timely delivery. The lack of proactive communication regarding this limitation has now placed me in an unfortunate position with my vendor.

  
  

  Request for Immediate Action

  
  

  To resolve this matter, I request the following actions from your team:

  
  

  1. Immediate Refund As advised, I have canceled the payment. However, I expect an expedited refund, inclusive of fees, as an acknowledgment of the service gap.

  
  

  
  

  2. Clear Instructions for Reimbursement Please provide clear and straightforward steps for reimbursement under the Plastiq Guarantee, given that late fees have been incurred due to this delay.

  
  

  
  

  3. Enhanced ***************** I would appreciate confirmation that similar issues will be prioritized and more efficiently managed by your team in the future.

  
  

  
  

  
  

  This experience has been deeply inconvenient and reflects poorly on the support expectations set by Plastiq. I urge your team to address this situation with greater urgency and provide a solution that prevents any further inconvenience.

  
  

  Thank you for your attention to this matter. I look forward to your immediate response and confirmation that these actions will be taken.

  Business Response

  Date: 10/25/2024

  Plastiq does not have any record of the customer contacting our **************** team to inform us of this issue. We have reached out to this customer via email at *************************************** and provided them with the steps needed to cancel this payment on our website. This payment was not made as a same day check payment but was a scheduled standard check payment. Our standard check payments unfortunately do not have any tracking associated with them so we have instructed the customer to cancel the payment, which will grant a full refund including the fees, and submit a new payment to their vendor. We also informed the customer of our ********************** Guarantee which will reimburse them for any late fees they might have incurred from their vendor due to the delayed payment and how to request reimbursement. 

  Business Response

  Date: 10/28/2024

  Plastiq has emailed the customer regarding this issue.

  We have notified them that the check cancelation request was received and the refund for the principle amount of $1,000.00 was initiated and will appear back on their card in 3-5 business days depending on the speed of their financial institution.

  We also asked them to verify their legal name and address as Plastiq will need to mail the customer a reimbursement check for the ********************** fees of $30.49. Once the customer verifies we have the correct information, we will issue a check to their address. We have also provided them with clear instructions on how to request a reimbursement of any late fees they might have incurred from their vendor due to the original payment not being received per their request.

  Lastly, we have assured the customer that our customer service team works all inquires from our customers in the order that they are received and let them know how to reach us either via live chat on our website or via email at ************************************************************.

  Customer Answer

  Date: 10/30/2024

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

• Initial Complaint

  Date:07/10/2024

  Type:Product 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.

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

  Thank you so much for your help.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/11/2024

  Plastiq has reviewed this complaint and we were able to locate the customers request for their late fee to be reimbursed. Typically these are reviewed and processed once a month at the beginning of the month however this one was delayed. As of 7/11/24 Plastiq has issued a refund check to the address provided by the customer in previous communication for the amount of ***** that is expected to be delivered in ~10 days. Plastiq has also added 4000 discount dollars to the customers account to use on future payments for the delay and inconvenience caused. 

• Initial Complaint

  Date:07/10/2024

  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.

  I used the company Plastiq to pay off my car loan with **** with my credit card, amount 4000. Plastiq charges a fee to do this which I paid and they wrote a check which should have been in my name to **** The check they **** however and the preview check I saw were different. Due to this *** **** my car title to plastiq and made Plastiq the Lein holders on my vehicle. I called Plastiq in order to have them call *** and have lien released, which *** shared is all plastiq had to do. This was in June and Plastiq has not contacted *** regarding this matter. We have not contacted *** regarding this issue. Unfortunately, even if we were to contact *** we have no information regarding your account or the car in question to locate to submit a request. Attached is the copy of the check **** to *** and as outlined in the notes below the payment both your name and what appears to be an invoice number (**************).

  Business Response

  Date: 07/12/2024

  Plastiq has been working with this customer to resolve this lien issue with **** Plastiq does not request or hold liens on vehicles and this was an error caused by *** applying the payment incorrectly to the customers account. ********************** was able to help resolve this issue as of this morning 7/12/24 by contacting *** and submitting a lien release request back to the customer and removing **********************'s name from their account entirely. As detailed in the customer complaint the check image clearly shows both the customer name and their account number in the notes section of the check and *** should have used this information when applying the payment but did not. Plastiq has contacted this customer separately to provide more specific information regarding the request that was submitted including providing a confirmation number that *** provided to reference the request.

• Initial Complaint

  Date:02/17/2024

  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.

   
  Complaint: 21306826
  
  I am rejecting this response because: *********** confirmed it does not matter whether any representative did principal payment and monthly payment conversiion. They never received fund for that check with the error message no sufficient fund. So *********** asks you to provide the relevant Plastiq bank account statement to show the money sent to ****** and no refund from them as the evidence to investigate more on their end.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/23/2024

  Hi ****,

  We investigated this complaint and we can confirm that the payment in question was successfully deposited by your vendor Truist. Plastiq has not received any type of returned check or funds from Truist regarding this transaction. Plastiq is unable to refund this payment back to you as we do not have these funds and they are still with your vendor. We recommend the below options to help resolve this issue.

  1. Have Truist either apply the payment to your account appropriately or refund you the amount directly.

  2. Have Truist issue another check to Plastiq to the address - ************************************************************************************ - From there we will deposit the check and issue the refund to you back on the original payment method. 

   

  We recommend going with Option 1 as it will have a much quicker timeline for you to be made whole again on this payment. Should you go with Option 2 it will take significantly more time as we will need to wait for your vendor to cut and mail the check then wait for it to arrive and be deposited and from there we will issue the refund once the funds have cleared successfully.

  We understand this has been frustrating for you however, since we have not received any funds back from your vendor and we have provided you with the check images as proof that the original payment we sent on your behalf was deposited, we are not able to refund this transaction back to you as the funds are still with your vendor as intended.

  Thanks,

  *****************

  Senior Supervisor, Customer Support

  ********************** Inc.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21306826
  
  I am rejecting this response because: Truist request for the proof needs to be the bank statement document including the transaction of the check we are discussing rather than the check picture or email conversations. Please do provide the correct document showing the money goes out your bank account on the Aug 30 or 31. Again, ****** had another conversation with me and told me check payment was not successful shown on their end.

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

  Business Response

  Date: 03/07/2024

  Hi,

  I have attached the requested documents to this response. Please provide these to Truist as proof that this check was cashed and the funds were removed from our account and not received again. It will be up to your vendor Truist on how they would like to proceed with the funds. Truist will need to resolve this on their end and if they decided to return the funds back to ** please let them know to mail it to our address: ***************************************************************************************. Once we receive the refund check we can return them to you, this however will take some time as we will need to wait to receive the check then deposit and confirm it has cleared before we can issue the return to you. You can always ask if Truist will refund it back to you directly for quicker resolution.

   

  Thanks,

  *****************

  Plastiq **************** Team

  Business Response

  Date: 03/12/2024

  Hi,

   

  Please see the attached screenshots of our bank account showing this check debited from our account. This plus the back of the check image that shows the deposit information from Truist along with the email correspondence with our bank partner **************** confirming that the funds were never returned back to us is all the proof we can provide to show that these funds were removed from our account and never returned. These funds are with Truist and we would prefer they take these funds and apply them to your account as intended and remove the *** fee they charged you.

  Thanks,

  *****************

  Senior Supervisor, Customer Service

  ********************** Inc

• Initial Complaint

  Date:10/28/2023

  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.

  Terrible customer service They rarely get back with you in the time frames mentioned Had a payment where a check was lost in the mail and had to resubmit, but they can't tell me where my refund was from the cancelled check

  Business Response

  Date: 11/08/2023

  Customer asked for an outstanding check to be cancelled and refunded back to them as it was unsuccessfully delivered to their vendor.  Plastiq, per our standard operating procedures,  cancelled and refunded this payment back to the bank account that was originally used for the payment on 10/11/23.  The customer was not aware that the refund occurred and was placed back into the original account and reached out concerned on 10/26/23 and Plastiq responded on 10/30/23 with explaination.  

• Initial Complaint

  Date:10/09/2023

  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 was notified by email that plastiq was refunding me for a check that had not been deposited by the recipient. I have yet to receive said refund a month later.

  Business Response

  Date: 11/14/2023

  *******,
  
  Thank you for your review. We see our team was able to resolve this issue with you on October 20th, 2023 and a refund has been issued. 
  
  Please let us know if you have any additional questions. We're happy to assist you via email at **********************************.
  
  Thanks,
  
  *****************
  Senior Supervisor, Customer Service
  ********************** Inc
  

• Initial Complaint

  Date:09/13/2023

  Type:Product 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.

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

  Business Response

  Date: 11/14/2023

  Hi ***************
  
  Looks like our team has received your dispute and has worked with your card issuer to resolve the issue. We recommend reaching out to your card issuer for any further information.
  
  Please let us know if you have any additional questions. We're happy to assist you via email at **********************************.
  
  Thanks,
  
  *****************
  Senior Supervisor, Customer Service
  ********************** Inc
  

• Initial Complaint

  Date:09/09/2023

  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.

   
  Complaint: 20578223
  
  I am rejecting this response because:

  The issue was not resolved with the credit card company because you have no formal dispute process if there is a problem. In my opinion, you need to handle this dispute in a professional manner since you're facilitating the payment. Asking me to resolve this with the credit card company or the merchant is not handling the dispute. In my opinion this situation was not managed properly and I will not use your services again nor will I recommend Plastiq to others. Furthermore, the following is stated in your terms of service:

  "If you seek to contest a payment made through the Services, Plastiq encourages you to contact ****************************************** to resolve this dispute. Together we will work with the Recipient to find a solution."

  Plastiq did not work with me or the recipient to find a solution.

  The responses to your questions I gave were also materially omitted in the submission to the credit card company to make it look like the transaction was valid, which is extremely immoral. See attached.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/14/2023

  Hi *********,
  
  Looks like our team has received your dispute and has worked with your card issuer to resolve the issue. We recommend reaching out to your card issuer for any further information.
  
  Please let us know if you have any additional questions. We're happy to assist you via email at **********************************.
  
  Thanks,
  
  *****************
  Senior Supervisor, Customer Service
  ********************** Inc
  
  

  Business Response

  Date: 12/07/2023

  Hi *********, 

  At this stage in the process, our team will work directly with your credit card issuer and work with them to find a resolution. No further action is needed on your part. 

  Please let us know if you have any additional questions. We're happy to assist you via email.
  

  Customer Answer

  Date: 12/08/2023

  Complaint: 20578223

  
  I am rejecting this response because:
  

  I appreciate the response, but I would like to keep this complaint open until the resolution with the credit card company is complete. Please advise on the amount of time this will take to resolve so I can track. Thanks.
  

   

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

  Business Response

  Date: 12/14/2023

  Hi *********,

  We did issue a recall for the wire (which costs us additional fees to process) and it was unsuccessful. We are a bill payment service and we have no relationship with your vendor.  You requested that we wire funds to this vendor, which we did, exactly as you asked. You then asked for your money back, however, the funds had already sent. From here, there is nothing else Plastiq can do to recover these funds.  You will need to follow up directly with the vendor or seek out law enforcement if your vendor has defrauded you.

  Thanks,

  *****************

  Senior Supervisor, Customer Service

  ********************** Inc.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20578223
  

  I thought you all were going to work with the credit card company to resolve? I am confused. If you can initiate another recall or keep attempting until it is reversed, that would be very helpful.

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