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:09/18/2025

  Type:Customer Service 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.

  Today, my credit card was charged ***** for a Papaya Privacy sub, that I have not requested. It appears that when I paid a medical bill on line to ************ Anesthesia for ***** on 8/20/2025 they automatically gave my information to this company and fraudulently signed me up. I called them immediately and got a incident Number ******. My bank declined the ***** , and I have manually blocked my card, until charges outstanding clear to get a new card. How can I be assured that both companies Lifeline Anesthesia and Papaya Privacy will not bill a new card, and will not contact me again? This is a scam, no request for this service popped up on the website pay.imaginepay.come/provider for this extra service. therefore they fraudulently requested and transferred our cc information

  

  Business Response

  Date: 09/22/2025

  Hello,
  
  Thank you for reaching out and bringing this to our attention. Were truly sorry for any frustration this situation has caused.
  
  Our records show that you were enrolled in the Privacy Protection Plan, which is why a charge attempt appeared on your account. However, I can confirm that no successful charge was made, as the attempt failed. We completely understand how an unexpected charge attempt can be concerning. Please rest assured that your subscription has already been canceled, and no further attempts will be made.
  
  We appreciate the chance to make this right, and your feedback helps us improve how we communicate about optional services. To ensure we continue improving, a brief survey will be sent to your email so you can share your experience with us directly.
  
  If you have any further questions or need additional assistance, please dont hesitate to contact us.

  Customer Answer

  Date: 09/22/2025

   
  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:09/14/2025

  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.

  I decided to use papayas website to pay Drs **** since Ive not had any issues with them. I figured why not use them again. I went and put all my information in my actual bank card and submitted for them to pay my $25 that I owe for my doctors bill. I went and checked online on My DOCTORs website and saw that the payment had declined so then I went and checked my bank account of course ********************** they were able to take out $25 out of my bank account so I called their representative trying to figure out why that the payment declined with the doctors office but they were able to take out $25 out of my bank account. They promised me that they were gonna fix it. Make sure theyre gonna resubmit it to give them at least 48 hours so I checked and on the website my doctors office showed that I still owe them $25 so then Im just gonna not use papaya ever again but I wanted to report them to the Better Business Bureau because what theyre doing is not right with their customers. So now I have to wait next month to go back and pay a bill that they shouldve paid so now its gonna cost me $50instead of $25 because they took the money but never pay My DOCTORs office.

  

  Business Response

  Date: 09/16/2025

  Thank you for reaching out and sharing your concerns. I completely understand how frustrating unexpected charges can be, and I appreciate the opportunity to clarify the situation.

  One of our support specialists has already followed up with you directly via email. Please check your inbox for a message from ***********************, which includes additional details about your account and outlines the next steps.

  We sincerely apologize for any inconvenience this may have caused, and rest assured that we are taking all necessary steps to ensure the issue is fully resolved.

  We appreciate the chance to make this right, and your feedback helps us improve how we communicate about optional services. To ensure we continue improving, a brief survey will be sent to your email so you can share your experience with us directly.

  If you have any further questions or need additional assistance, please dont hesitate to contact us.

  Customer Answer

  Date: 09/17/2025

   
  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:09/14/2025

  Type:Sales and Advertising 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.

  It seems we are just another family hustled by this company. The only thing we can think we paid using my husbands debit card was a ******* bill online which should be a trusted brand. I had never heard of Papaya and would not have subscribed to such a service if it had been honestly presented to me. Im not sure how they got us to agree, but a company with good intent should not hide nor have this many complaints that all say the exact same thing. It may be legal and there may be fine print hidden somewhere but this feels completely predatory. I will be disputing the charge as this is not a service I asked for nor do I want it.

  

  Business Response

  Date: 09/16/2025

  Hello,

  Thank you for reaching out and bringing this to our attention. Were truly sorry for any frustration this situation has caused.

  Our records show that you were enrolled in the Privacy Protection Plan, which is why a charge appeared on your account. That said, we absolutely understand how unexpected charges can be concerning. Weve already canceled your subscription to prevent any future billing and processed a refund for the recent charge. Please allow 510 business days for the refund to reflect on your statement, depending on your financial institution.

   We appreciate the chance to make this right, and your feedback helps us improve how we communicate about optional services. To ensure we continue improving, a brief survey will be sent to your email so you can share your experience with us directly.

   If you have any further questions or need additional assistance, please dont hesitate to contact us.

  Customer Answer

  Date: 09/16/2025

   
  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:09/13/2025

  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.

  I had surgery in April 2025 and after paying medical bills online I noticed $35 charges for Papaya Pay debited from my account on 9/5/2025 and 8/5/2025. I did follow a QR code that supposedly took me to a direct link to pay bills. This QR code was on the actual bill for services. Consumers should be able to trust invoices from medical sources! There was no notice/disclosure presented to make me aware of a free trial or that I was subscribing to their service by using the link. I would like to get a refund of the $70 debited from my account but will not be surprised if they discover some hidden authorization to state that I agreed to. It is frustrating that we as consumers cannot trust or feel safe to use the convenient service of paying bills electronically without risk of unwanted or requested hidden fees. I will go back to more reliable payment methods of check or ACH. At the very least these methods are better governed and in an event like this I can get my money back by contacting my FI!

  

  Business Response

  Date: 09/16/2025

  Thank you for reaching out and bringing this to our attention. Were truly sorry for any frustration this situation has caused.

  Our records show that you were enrolled in the Privacy Protection Plan, which is why a charge appeared on your account. That said, we absolutely understand how unexpected charges can be concerning. Weve already canceled your subscription to prevent any future billing and processed a refund for the recent charge. Please allow 510 business days for the refund to reflect on your statement, depending on your financial institution.

  One of our support specialists has already followed up with you directly via email. Please check your inbox for a message from ***********************, which includes additional details about your account.

  We appreciate the chance to make this right, and your feedback helps us improve how we communicate about optional services. To ensure we continue improving, a brief survey will be sent to your email so you can share your experience with us directly.

  If you have any further questions or need additional assistance, please dont hesitate to contact us.

  Customer Answer

  Date: 09/20/2025

   
  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:09/06/2025

  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.

  For the past week, Papaya* Trial Privacy has repeatedly attempted to charge my credit card $39. Fortunately, my credit card company has flagged these as suspicious and blocked them. Each time, Ive rejected the charge and my bank has issued a new virtual cardbut within days, the attempts start again.I have never signed up for any subscription or service with this company. These repeated charge attempts are fraudulent and disruptive, and its frustrating to have to replace my card every time. I want these unauthorized charges to stop immediately.

  

  Business Response

  Date: 09/08/2025

  Thank you for reaching out and sharing your concerns. I completely understand how frustrating unexpected charges can be, and I appreciate the opportunity to clarify the situation.
  
  The charge you received is related to an optional service that requires customer confirmation before being activated. We are currently reviewing your account to ensure everything is accurate and that no unwanted services remain active.
  
  One of our support specialists has already followed up with you directly via email. Please check your inbox for a message from *************** which includes additional details about your account and outlines the next steps.
  
  We sincerely apologize for any confusion or inconvenience this may have caused.
  
  If you have any further questions or need additional assistance, dont hesitate to contact me directly at **************. My team and I are committed to resolving this issue to your satisfaction and ensuring you have a smooth experience moving forward.

  Customer Answer

  Date: 09/08/2025

   
  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,
  
  Mikeorlando De La **** ******

• Initial Complaint

  Date:09/05/2025

  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.

  I was notified by my banks credit card fraud **** trying to verify a suspicious transaction for $39 from papaya*trial privacy on my card . I have no idea who this company is and have certainly never signed up for their service . The bank issued me a new card overnight , and then the morning after I activated the new card number they attempted to charge the new card number $39 again . How in the world ? Did they even get access to the new card number ,Ive not used the new card . This seems very shady and unethical . They need to remove my name and information from their systems !

  

  Business Response

  Date: 09/08/2025

  Thank you for reaching out and sharing your concerns. I completely understand how frustrating unexpected charges can be, and I appreciate the opportunity to clarify the situation.
  
  The charge you received is related to an optional service that requires customer confirmation before being activated. We are currently reviewing your account to ensure everything is accurate and that no unwanted services remain active.
  
  One of our support specialists has already followed up with you directly via email. Please check your inbox for a message from *************** which includes additional details about your account and outlines the next steps.
  
  We sincerely apologize for any confusion or inconvenience this may have caused.
  
  If you have any further questions or need additional assistance, dont hesitate to contact me directly at **************. My team and I are committed to resolving this issue to your satisfaction and ensuring you have a smooth experience moving forward.

  Customer Answer

  Date: 09/08/2025

   
  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:09/03/2025

  Type:Sales and Advertising 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 received an email about a fraudulent charge from my bank today September 2025 for Papaya privacy subscription. I did not authorize or subscribe to this service. After calling my bank I found out they had charged me last month as well Aug 2025. I had to have my card cancelled and reissued. I have never heard or received anything from Papaya privacy subscription.

  

  Business Response

  Date: 09/04/2025

  Thank you for reaching out and sharing your concerns. I completely understand how frustrating unexpected charges can be, and I appreciate the opportunity to clarify the situation.
  
  The charge you received is related to an optional service that requires customer confirmation before being activated. We are currently reviewing your account to ensure everything is accurate and that no unwanted services remain active.
  
  One of our support specialists has already followed up with you directly via email. Please check your inbox for a message from *************** which includes additional details about your account and outlines the next steps.
  
  We sincerely apologize for any confusion or inconvenience this may have caused.
  
  If you have any further questions or need additional assistance, dont hesitate to contact me directly at **************. My team and I are committed to resolving this issue to your satisfaction and ensuring you have a smooth experience moving forward.

• Initial Complaint

  Date:08/31/2025

  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.

  the charge was for ***** and was never authorized on my bank acct. these are fraudulent charges and I wish to have no further contact witht his business! They should be investigated at least!

  

  Business Response

  Date: 09/03/2025

  Thank you for reaching out and sharing your concerns. I completely understand how frustrating unexpected charges can be, and I appreciate the opportunity to clarify the situation.
  
  Our ************************** is an optional feature that offers added security, including identity monitoring and fraud protection during online transactions. This service is presented as an add-on after a bill payment is completed and requires user confirmation before activation.
  
  One of our support specialists has already followed up with you directly via email. Please check your inbox for a message from ***********************, which includes additional details about your account and outlines the next steps.
  
  We sincerely apologize for any confusion or inconvenience this may have caused.
  
  If you have any further questions or need additional assistance, dont hesitate to contact me directly at **************. My team and I are committed to resolving this issue to your satisfaction and ensuring you have a smooth experience moving forward.

  Customer Answer

  Date: 09/03/2025

   
  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:08/29/2025

  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.

  We have been charged $39. on 7-7-25 & again on 8-7-25 for a subscription to Papaya Privacy that we never authorized or heard anything about

  

  Business Response

  Date: 09/03/2025

  Thank you for reaching out and sharing your concerns. I completely understand how frustrating unexpected charges can be, and I appreciate the opportunity to clarify the situation.
  
  The charge you received is related to an optional service that requires customer confirmation before being activated. We are currently reviewing your account to ensure everything is accurate and that no unwanted services remain active.
  
  After reviewing your account, we can confirm that your subscription was canceled on August 29, 2025, and a total refund of $78 has been processed. Refunds may take 23 business days to appear in your account, depending on your banks processing times.
  
  We sincerely apologize for any confusion or inconvenience this may have caused.
  
  If you have any further questions or need additional assistance, dont hesitate to contact me directly at **************. My team and I are committed to resolving this issue to your satisfaction and ensuring you have a smooth experience moving forward.

• Initial Complaint

  Date:08/29/2025

  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.

  Date: 8/28/25 Business:Papaya @ ************************************ Complaint: I was sent a text that I owed $10.78 that my insurance didnt cover for a hospital visit. The text had all my personal information and looked like it was a bill. I was not comfortable paying on line to provider on the web address given. I tried to contact provider and by the time I had called 10 different phone #s and never getting a real person I started to fill in information even though it was not the info provider gave for paying, I mistakenly went ahead and gave info. As soon ABs I put credit card info in the screen closed. I never could reach the provider to ask and was very nervous now that I had given info. I went immediately to bank and had to cancel my debit card. The providers. Office was closed by the time I left bank.Warning to others, beware of this company. If it had been legitimate it should have given a receipt. I am not disputing a dollar amount because I believe I got to bank in time.

  

  Business Response

  Date: 09/03/2025

  Thank you for reaching out and sharing your concerns. I completely understand how frustrating unexpected charges can be, and I appreciate the opportunity to clarify the situation.
  
  The message you received is part of our ****************************************** which your healthcare provider uses to send payment reminders. This service allows patients to view and pay medical bills securely via a direct link included in the text message and is used by many of our partnered providers.
  
  One of our support specialists has already followed up with you directly via email. Please check your inbox for a message from ***********************, which explains the security of our Text-to-*********** and provides guidance on how to ensure your account and payment information are protected.
  
  We sincerely apologize for any confusion or inconvenience this may have caused.
  
  If you have any further questions or need additional assistance, dont hesitate to contact me directly at **************. My team and I are committed to resolving this issue to your satisfaction and ensuring you have a smooth experience moving forward.