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:07/23/2025

  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.

  This problem is regarding a $35 bill from St ****** Heritage Healthcare, payable to ******************** I have contacted St ****** billing department and had no outstanding charges or anything that needed payment. This leads me to believe that the charge is being collected by the third party payment service associated with Papaya. I paid the $35 charge on July 9th 2025 and I'm still receiving mail that I owe $35 before 08/3/2025 or the bill will go to collections. I have not been able to reach customer service or receive an explanation of this charge. I did not and do not consent to any charges associated with Papaya or their *************************** I would like a full explanation of charges, an immediate cancellation of any ad-on services, the deletion of any account information associated with ******************** and Papaya, and a full refund of any charges associated with either of these platforms.

  

  Business Response

  Date: 07/25/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  Papaya is a third-party bill payment service that facilitates payments on behalf of users who submit bills through our app (**************************************) or website (************************************************). Please know that we take concerns like yours very seriously, especially when a charge is not recognized or authorized by the user.
  
  We understand that youve already contacted ************************************ and confirmed there are no outstanding balances. Additionally, you've indicated that you did not authorize any payment through Papaya or ********************. Given this, we are treating your inquiry with urgency.
  
  One of our agents has already reached out to you directly via email. Please check your inbox for a message from ************** and respond at your earliest convenience so we can assist you further.
  
  If youd prefer to speak with someone directly, you are welcome to call us at **************. Our team is ready to help.
  
  Sincerely,
  Papaya Pay

  Customer Answer

  Date: 07/26/2025

   
  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,
  
  ******* De *****

• Initial Complaint

  Date:07/22/2025

  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 started receiving $36 charges to my card from this business in May and have gotten them every month since. They claim that I'm enrolled in a subscription with them but I never signed up for anything like that. I have tried to reach out to their customer support but it's been no help. They charged me $108 total. I'd like to be removed from this subscription and for all of my money to be refunded.

  

  Business Response

  Date: 07/24/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  The charge you're referring to appears to be related to our *************************** This is an optional service that offers additional security features, 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.
  
  Please rest assured that your subscription has been fully canceled, and a total refund of $108 has been processed. Please allow ********************************************* your bank account, depending on your banks processing time.
  
  We genuinely regret any confusion or inconvenience this may have caused. If you did not intend to enroll in this service, we appreciate you bringing it to our attention. We are continuously reviewing our processes to ensure clarity and transparency for all users.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at *********************** or by calling **************.
  
  Sincerely,
  Papaya Pay

  Customer Answer

  Date: 07/24/2025

   
  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:07/17/2025

  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.

  On July 14, 2025, I was charged $39 for Papaya *************** which I did not request. I was not even aware that I subscribed and it appears that it was automatically billed to my bank card when I used the service to pay a bill. However, when i questioned the customer service representative about the ******, they gave me a name that is not familiar to me.Based on other complaints I have read, this is typical behavior for this company and, in my opinion, their ability to process online payments should be suspended.

  

  Business Response

  Date: 07/21/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience this situation has caused.
  
  The charge you're referring to appears to be related to our *************************** This is an optional service that offers additional security features, 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.
  
  After reviewing your account, we can confirm that your subscription was canceled as of July 17, 2025, and a refund of $39 has been successfully processed. Please allow 23 business days for the refund to appear in your bank account, depending on your banks processing time.
  
  We take your feedback seriously and are currently reviewing how optional services are presented to ensure greater clarity and transparency. Our goal is to make sure experiences like this are avoided in the future.
  
  If you have any further questions or need assistance, our support team is always here to help. You can reach us at *********************** or call us directly at **************.
  
  Thank you for your understanding.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:07/12/2025

  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.

  Papaya Security is a fraud. They provided no services and charge you monthly. When trying to cancel or reset your password and account no one responds or supports.

  

  Business Response

  Date: 07/16/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration and inconvenience you've experienced.
  
  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.
  
  Upon reviewing your account, we can confirm that your subscription was canceled as of July 14, 2025. A full refund of $396 was processed on July 12, covering charges from September 2024 through July 2025. Please allow ********************************************* your bank account, depending on your banks processing time.
  
  We genuinely regret any confusion this may have caused. Your input is valuable and helps us improve the transparency and clarity of our optional service offerings moving forward.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at ************** or by calling **************.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:07/09/2025

  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.

  While paying for my doctor's or lab services, I was somehow enrolled in Papaya credit monitoring (see email below). I did not sign up for this service but they have my PIN number and have charged me for 2 months of service. The debt card is for a medical savings account and can not be used for insurance. I have called the hospital and lab that I used for medical services and they do not use this service. Papaya has charged me the following:$36.00 pm 5/12/25 $36.00 on 6/13/25 If you can help me recover my money, I would appreciate it.Thank you, ***** *****

  

  Business Response

  Date: 07/11/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and inconvenience this situation has caused.
  
  The charge you're referring to appears to be related to our *************************** This is an optional service that offers additional security features, 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.
  
  Please rest assured that your subscription has been fully canceled and a total refund of $72 has been processed. Please allow ********************************************* your bank account, depending on your banks processing time.
  
  We take your experience seriously and are actively reviewing how we present optional services to ensure they are clearer and more transparent. Our goal is to prevent situations like this from happening again.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at *********************** or by calling **************.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:07/08/2025

  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.

  This company has tried to collect $36 from my Apple Card many times a week since March. It has always been declined and I have called the company and said Ive never heard of them and yet they have some of my personal information like email address. I have asked them to stop trying to collect from my Apple card. They say I have a subscription and I have tried to cancel the subscription 3 times even though I dont have any subscription. They keep putting me off by saying its in the hands of internal support team. This is affecting my health and I want them to leave me alone.

  

  Business Response

  Date: 07/11/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration and inconvenience you've experienced.
  
  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.
  
  Please rest assured that your subscription has been fully canceled as of June 23, 2025, and no further charges will occur.
  
  We genuinely regret any confusion this may have caused. Your input is valuable and helps us improve the transparency and clarity of our optional service offerings moving forward.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at *********************** or by calling **************.
  
  Sincerely,
  Papaya Pay

  Customer Answer

  Date: 07/11/2025

   
  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:07/01/2025

  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 company tired to charge my bank card and I have no clue why. Ive never used their service. ***** declined it due to fraud, and now my debit card has to be replaced 4 days before we leave for vacation so we wont get it in time!

  

  Business Response

  Date: 07/07/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and inconvenience this situation has caused.
  
  The charge you're referring to appears to be related to our *************************** This is an optional service that offers additional security features, 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.
  
  Please rest assured that your subscription has been fully canceled as of July 2, 2025. No further charges will occur.
  
  We take your experience seriously and are actively reviewing how we present optional services to ensure they are clearer and more transparent. Our goal is to prevent situations like this from happening again.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at *********************** or by calling **************.

• Initial Complaint

  Date:06/30/2025

  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.

  I never sign up for your service, I paid a medical bill ONLY. I was charged in march and disputed your attempt to get money, I reported fraud and got a different card number. I was charged again today and reported fraud again and canceled that card number also. Charge me again and I will sue with the help of my bank who told me you are a scam.

  

  Business Response

  Date: 07/02/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  The charge you're referring to appears to be related to our *************************** This is an optional service that offers additional security features, 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.
  
  Upon reviewing your account, we can confirm that your subscription has been canceled as of yesterday, July 1, 2025, and a refund of $39 has been processed. Please allow ********************************************* your bank account, depending on your banks processing time.
  
  We take your feedback seriously and are actively working to improve transparency around our optional services to avoid similar experiences in the future.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at ************** or by calling **************.
  
  Sincerely,
  Papaya Pay

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23537971
  
  I am rejecting this response because: It was not an add on after check out, you added it at check out so people wouldn't notice it in hopes to OBTAIN their info. You are lying. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/11/2025

  Thank you for your response, and we sincerely apologize for the frustration and inconvenience this situation has caused you.
  
  We want to assure you that we take your concerns seriously. After a thorough review of your account, we have taken the following actions:
  - Your subscription has been fully canceled, and no further charges will occur.
  - All of your personal information has been removed from our systems, including any associated accounts.
  - Your privacy and security are a top priority, and weve made sure there will be no future contact or billing from ***
  
  We really appreciate you bringing this to our attention. Your feedback is critical in helping us improve transparency and ensure that optional services are clearly presented and consent-based.
  
  If you have any further concerns or need confirmation of the actions taken, feel free to reach us at *********************** or by calling **************. Otherwise, please be assured that no further action is required on your part.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:06/29/2025

  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.

  I have noticed this company charging me after receiving a medical procedure. I have NEVER subscribed to any such service with that company. I called the company and they were not able to help **** called my bank to file a complaint and stop any future payments. While doing that, I realize that this was not the first payment taken out of my account. These activities are highly predatory and should be punished accordingly.I am seeking FULL refund for 13 months of these charges of $36 each, for a total of $468.

  

  Business Response

  Date: 07/02/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  After reviewing your account, we found that the charges in question were associated with our Privacy Protection servicean optional feature that offers identity monitoring and fraud protection during online transactions. This service is presented as an add-on after completing a bill payment and requires user confirmation before activation.
  
  We can confirm that your subscription has been canceled. Upon further review, we found a total of 11 charges from July 2024 through June 2025, with no charge made in November. A full refund of $396 has been processed. Please allow ********************************************* your account, depending on your banks processing time.
  
  We take your feedback seriously and are actively working to improve transparency around optional services to help avoid similar experiences in the future.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at ************** or by calling **************.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:06/21/2025

  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.

  I am filing this complaint because I have been charged $36 (repeatedly) by Papaya Pay for a service I did not knowingly agree to or authorize. I did not subscribe to any paid service, nor did I receive confirmation or disclosure about these charges at any point.These charges were discovered while reviewing my bank statements. I have not used any paid services from Papaya Pay, and I have no recollection of consenting to recurring charges.I have attempted to resolve this issue through Papaya Pays support channels but have not received a proper response or resolution.I am requesting:A full refund of all unauthorized charges.Immediate cancellation of any account, subscription, or service linked to my payment method.That all communication be conducted via email only. Please do not call me under any circumstances.These charges were made without my informed consent, and I expect this issue to be addressed and resolved promptly.Desired Outcome:Full refund of all unauthorized charges Cancellation of any service or subscription Email-only communication moving forward

  

  Business Response

  Date: 06/24/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  After reviewing your account, we found that the charges in question were associated with our Privacy Protection service—an optional feature that offers identity monitoring and fraud protection during online transactions. This service is presented as an add-on after completing a bill payment and requires user confirmation before activation.
  
  As of today, June 23, 2025, your subscription has been fully canceled, and we have processed a full refund of $108. Please allow 2–3 business days for the refund to appear in your bank account, depending on your bank's processing time.
  
  We sincerely apologize for any confusion or inconvenience caused. Your feedback is important to us, and we are actively working to make our opt-in process for optional services clearer and more transparent to prevent such misunderstandings in the future.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at [email protected] or by calling (888) 850-5196.
  
  Sincerely,
  Papaya Pay