ComplaintsforPaySimple Inc

• Initial Complaint

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our organization is in the process of migrating from multiple donation platforms to one platform. Paysimple has been our processor for ACH donations for several years. We requested an export of our data that would go directly to Stripe, which is the processor our new platform uses. Paysimple sent over the paperwork, letting us know that the export would cost $500 and that they would export the data ***** days after receiving our signed waivers. We submitted our signed paperwork on December 12. Paysimple responded on January 12, letting us know they received our forms and that the process can take between ***** business days. They did not respond to several emails and calls following up between December 12 and January 12. Since January 12, they continue to fail to respond to any outreach on our part. As far as we can tell, they are currently ignoring our emails and the export has still not happened. It has been almost two months since our paperwork was submitted. Sadly, this type of poor service is not uncommon for payment processors who are losing business, but it's unacceptable. We are requesting that they finish the job and waive their $500 fee since they have not followed through on their end.

  

  Business response

  02/12/2024

  Management is in communication with the business and will work directly with the customer to resolve any outstanding concerns. 

  Customer response

  02/16/2024

   
  Better Business Bureau:
  
  Paysimple has finished the export that they had been failing to complete. I'm still waiting to hear from them to see if they're willing to decrease our cost as requested. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were thinking of using paysimple for billing. They required our bank account information in order to set up and see if it works for us. Right after we set the account up we saw that it would not work for us and requested they cancel. We were surprised to see they were billing us monthly for a few months. We contacted them again to make sure they cancel and get a refund. After another reaching out the said we hat to fill this whole form in order to cancel and they assured us that we would stop getting billed. Well guess what? Next month we got billed again. We requested again the cancel and refund and they said again they would not bill again. Well they just billed again and they claim that this would be the last month they bill us. I dont believe them and they did not refund me anything they billed. I dont want to have to change my bank account just to have them stop billing us but we might have to do them. Save yourself the headache and do not use them. Its a marriage you will be stuck in.

  

  Business response

  01/04/2024

  Management has worked directly with this customer to ensure all concerns are now resolved. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** Feb 2023, I did a trial program of a electronic health record system, ************** who uses PaySimple for credit card processing. Upon sign up, I entered my bank account information in order to process health insurance claims and receive deposits. This was also used in the paysimple set up. A few days later, I received an email from PaySimple stating there is a monthly fee and penalties. I contacted Paysimple and received an email that I would not be charged any monthly fees because I was using the ************** software. I then cancelled my trial with ************** and assumed this translated to the credit care processing. I emailed Joy **** at Paysimple expressing my desire to cancel. I then started to receive random amounts of charges on my bank account and my bank statements do not reflect a company, only MERCH BANKCARD BILLNG. The amounts of the charges were ****, ****, $29.95, and *****. After investigating all places where my bank info was stored and emails from paysimple, I realized this charge had to be their company. Initially the representative said she couldnt see any charges except for **** until I said it has the exact same company name on the charge as the $*****. Which is the **** fee and the ***** threatened to be charged monthly for noncompliance with PCI. I contacted paysimple and was told they are not allowed to issue a refund and I needed to do a PCI Compliance survey even though I didnt use and never used the program. They transferred me to PCI to setup an account, complete an unnecessary survey, who then transferred me to WorldPay. WorldPay says they cannot help with my refund it is up to PaySimple. Now every attempt to contact Paysimple does not go through and Im forced to leave a voicemail. I just want them to remove my bank account Information from their system and issue a refund of these charges for a service I never used or agreed to.

  

  Business response

  05/10/2023

  Management has reviewed the account and is working directly with the customer to resolve their concerns.

  Customer response

  05/17/2023

  I attempted to wait the 7 days that Pay Simple stated I would receive a refund for the fees that were charged to my account. As of today, I have not received a refund so this has not been resolved. The company actually sent me a notice via mail that I received yesterday regarding further billing although Ive completed all documentation to close out any accounts with this company. 

   

  Please advise on what I can do to resolve this issue.

   

  Thank you!

  

  Business response

  05/31/2023

  Management has been working directly with the customer to provide resolution via refund. The refund has already been issued. We will continue to work directly with the customer until the refund is received. 

  Customer response

  06/08/2023

   
  Complaint: 20022735
  
  I am rejecting this response because:
  
  
  
  The issue has not been resolved. I am still awaiting a refund. The company required me to send my personal bank statements to them to show the charges being taken out of my account and that I have not received a refund. They now want me to send a blank check. Is there anyway that BBB can help with this further?
  
  Thank you for your time.
  *****************************
  

  
  

   

  

  Business response

  06/13/2023

  Senior management is working directly with the customer and has provided two separate options to receive a refund. Management will continue to work with customer until concerns are resolved.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Paysimple regarding erroneous charges and poor customer service. I stopped using **********************'s services in November 2022, but I noticed that I was charged for several additional transactions that were made after I discontinued the service.I tried calling Paysimple multiple times to get in touch with someone about this issue but was unsuccessful until January 2023. After finally getting through to a representative, it was discovered that I had been charged for someone else's account. Since then, I have made multiple attempts to call and email to have this issue resolved, but my efforts have been met with poor customer service.The most recent notice I received was that I was owed the amount of "We have determined a refund in the amount of $1,499.79 for charges from 2021-Present is due to you for erroneous billing, and we will issue that refund to you via check." I provided a w9 form as requested, but I never heard back. When I reached out again, they informed me that the w9 was incorrectly formatted, and I needed to submit another. I was not informed of this formatting issue previously. I sent the updated w9 form two weeks ago, and I still have not received my refund check.Furthermore, I was charged several times after discovering the overpayment issue, which only added to my frustration and dissatisfaction with Paysimple's services. I request that Paysimple resolves this issue immediately and issues my refund check as soon as possible. I hope this complaint will be resolved promptly.

  

  Business response

  04/17/2023

  The refund has been issued and concerns have been addressed. Management is working directly with the customer to resolve this issue.

  Customer response

  04/19/2023

   
  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

  02/13/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paysimple has been the software for our customers to pay for our insurance premiums. My company is *********** **** This past year, my business partner died. I thought this would be a simple process to change the contact and mailing address from him to me as I am the company president. After 2 months of continued document sending and emails, I am no longer getting communication from Paysimple. They have 2 months of our funds from our customer payments that they have not returned. I have have been very patient and have provided them everything asked for. Still no release of OUR funds.

  

  Business response

  02/20/2023

  PaySimple worked directly with this customer to ensure held funds have been released and the issue is resolved. 

  Customer response

  02/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it has finally been resolved 
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We requested a data export from Paysimple in October. We have been trying to get the data from this export that cost $750 for two months. Paysimple has refused to comply with export data resolution and instead of escalating the issue to get someone else involved that can actually handle the problem, we continue to deal with the same person who is taking days to respond, while my business is losing money. This is completely unacceptable and as a company you should be ashamed. I was also charged the monthly rate for the month of December when I did in fact cancel in November and have cancellation documentation. I want this export finished as soon as possible so that we can import it into our new system and I advise that nobody ever does business with this company again.

  

  Business response

  12/20/2022

  This concern has been escalated and we're working directly with the customer/third party to resolve the issues with the Data Transfer.  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to get more information about PaySimple, but before I knew it I was signed up. After the fact they gave me their pricing, which I didnt agree with so I cancelled. I called to get refunded since I did not use any services. I was told I would be refunded, but still have not received anything. I submitted 2 cancellation forms and received confirmation emails of the cancellation. I also called and cancelled over the phone. However I am still being charged, and still have not received my money back

  

  Business response

  12/02/2022

  Management communicated directly with the customer to resolve their concerns. 

  Customer response

  12/02/2022

   
  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

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Your service is TERRIBLE. After signing up I received an email stating I was declined. A few days later I got an email from your sales team asking if they could help. I replied stating that I was declined and didn't understand why he was contacting me. He never replied. I called TWICE to cancel and the second time I got a link to fill out a cancellation form. I did that and got confirmation of the cancelled account BUT stating the cancellation was in effect the day I requested instead of giving me a full refund. NOW you are asking me to sign into my account, which I am afraid to do because you are do intent on getting just a little money from me I fear this is a trick to try to get more money from me. THIS IS BAD BUSINESS!!!!!!!!!!!!!!!!! I asked for a manager to call me and nobody called, further indicating that you are interested in getting such little money, giving you a bad reputation. I already gave you bad reviews on social media and will continue to do so until I get a FULL REFUND of what I paid since I got an email stating that I was declined. If you really have "award winning" customer service like your recording states you will not be worried about TAKING such little money from people and gaining a bad reputation for yourself.

  

  Business response

  11/18/2022

  After working directly with the customer this has been resolved. To confirm, the customers account is closed and refunds have been issued back to the customer. 

• Initial Complaint

  09/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Stay far away because of their shady business practices.I initially used Paysimple to collect ACH and CC payments from my customers on a monthly schedule.The business moved towards a software solution that helped manage many processes, and Paysimple wasn't integrated into this solution.I emailed and called to cancel my service with Paysimple in August 2019. Recently, I noticed a $75 charge in one of my deprecated business accounts and demanded immediate cancellation of services.They "claimed" I never filled out their survey to cancel services, although I emailed and called and have proof. Secondly, I don't know if this is accurate due to the time before my first cancellation. However, a survey to cancel service is ludicrous. In summation, I paid three years' worth of bogus monthly fees (statement, software usage fees) to a company where services weren't being utilized due to the lack of integration.They offered a ridiculous resolution of refunding August 2022 and September 2022 fees instead of refunding three years' worth of payments. Finally, I would never give a bad review to a company, and I gave them every chance to right this situation but only received smug responses.

  

  Business response

  09/29/2022

  Hello ****. Thank you for reaching out and sharing your concerns regarding your account cancellation. Our management team has contacted you and will continue to work with you to resolve any further issues. 

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Your company opened a merchant services account without our permission. We do not accept credit/debit cards. To date, we have been contacted by three (3) consumers that have been charged from $3150 - $3826.82 on their **** cards and their statement says it came from our company. We're based in *******, 2 of the consumers are based in OH and **. The 3rd one, we only received a letter from ******** Services stating a "dispute prenotification". I have the information of who your sales rep who created the account, the telephone number used to create the account (which isn't ours), etc. This is a felony fraud and has been reported to the authorities. I have the case number as well. Also, TransUnion has that your company made an inquiry into my husband's credit report. Please contact us immediately that this fraudulent account is closed and provide us with the signed contract (and any other pertinent information you have on file to be able to create this fraudulent account) so we can have on file and forward to the authorities as well.

  

  Business response

  09/08/2022

  Hi ********, 
  Thank you for sharing your concerns. To confirm, all accounts have been closed immediately. Senior management has reached out to follow up on any additional concerns or questions. We are happy to help and would like to get this serious matter resolved. 

  Customer response

  09/08/2022

   
  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,
  
  *****************************

*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. ↩