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:01/14/2025

  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.

   
  Complaint: 22809871
  
  I am rejecting this response because: i need know summer and winter tax payment its included in utility?? I just need know MERCHANDISE using on credit card for summer and winter tax its utility? Because i know point and play for water bill using utility merchandise. I need know if utility its for summer and winter or not.  Merchandise its classification by company charging credit card . This classification its made from company on MERCHANDISE on time charge. So MERCHANDISE its choose from company ( in this time point and play) when charged credit card (its not made from credit card . I ready discuses this with credit card and **** and ********** and both told me whatever company charged choice MERCHANDISE)
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 01/15/2025

  Point & Pay takes consumer concerns very seriously. We thank you ******* **** for bringing this concern to our attention. Per the inquiry, we accept the following credit card types: ***** MasterCard, Discover and ****************. The credit card fee for Utilities, Summer **** and Winter Tax is 3% with a $2.00 minimum. The minimum fee of $2.00 applies for payments under $66.00. We again thank you ******* **** for letting us know about their concern.

  Business Response

  Date: 01/30/2025

  ******* **** thank you for reaching out and our apologies for not being clear in our response.

  To clarify, summer and winter tax payments are not classified as utilities when charged to a credit card. While water bill payments may fall under the utility category, tax payments do not.

  As you mentioned, the classification of a charge is determined by the company processing the paymentin this case, [Point and Play]and not by the credit card provider (**** or **********). The categorization of MERCHANDISE or any other classification is assigned at the time of the transaction by the company charging the card.
  
  If you have any further questions, please let us know.

• Initial Complaint

  Date:01/07/2025

  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.

   
  Complaint: 22778440
  
  I am rejecting this response because: You can't charge people to pay their bills. $6.25 is a scam. $1.50 would be too much. I've spoken to the utility company. I will pay in cash in person every mon5h rather than be ripped off like this. I'm going to bring attention to this matter on social media. Read Point & Pay's reviews online. This is a shady company, trying to get away with it unless someone does something. Even the utility company thinks this is a scam for their customers. Why doesn't ******* charge a convenience fee when you pay with a debit card? Because they aren't crooks. I'm done with these clowns. I want my money back. 
  
  Sincerely,
  
  ****-**** ***********

  Business Response

  Date: 01/07/2025

  Thank you for bringing this to our attention. Our company complies with all applicable laws and regulations regarding payment processing. While federal law does not specifically prohibit convenience fees for online payments, these fees are subject to certain rules and regulations. Convenience fees are typically charged for offering an alternative payment channel, such as online payments, and are not exclusive to debit card transactions. However, these fees must be disclosed upfront and applied uniformly, regardless of the payment method.  Attached you will find the disclosures of the fees being charged for your payment prior to clicking submit for the payment.

   

• Initial Complaint

  Date:11/26/2024

  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.

   
  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,
  
  **** *****celled and that no transfer after that date would have been accepted.I was told that in order to pay the property tax a new transaction must be initiated and a fee of $25 for the insufficient funds would be added. On November 15, 2024, I submitted a new payment from a different checking account *** and the property taxes have been paid in the amount of $9,084.81 (includes $25 fee).This complaint is about the electronic payment on November 8, 2024, in the amount of $9,059.81 has not been returned to the checking account ***. I have corresponded with **************************** numerous times. Nothing has been resolved. I have been provided contradictory statements. I was told the money had been credited to account ***, but it had not been credited. I asked for the Trace ID for the purported credit and my bank determined the Trace ID number I was provided was, in fact, invalid.**************************** requested a letter from ***************************** stating the money had was debited from the account. The letter was provided. This issue has not been resolved.

  Business Response

  Date: 11/27/2024

  Point & Pay takes consumer concerns very seriously. We thank **** ***** person for bring this concern to our attention. We contacted **** ***** via case number ******* on Tuesday, November 26, 2024. We have offered to refund the duplicate charge to their account which **** ***** accepted as a positive resolution to issue. We again thank **** ***** for letting us know about their concern.

• Initial Complaint

  Date:11/18/2024

  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 scheduled my property tax payment for **************** using the county's vendor, Point and Pay. The payment failed to post even though it's well within my bank's daily transaction limit and I had more than enough money to cover the transaction in my checking account. ********************** charged me the transaction fee but failed to make the payment. Now I've lost the 3% discount for paying in full (~$150) and I will likely incur late penalties with the county. From reading the other complaints, this is not a one off issue with this vendor. I cannot believe multiple local governments use this vendor given their demonstrated poor performance.

  Business Response

  Date: 11/18/2024

  Dear ****** Reader,

  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this has caused. We have issued a refund for the $3.50 fee you were charged and are committed to covering any late penalties incurred as a result of this issue.

  
  To proceed, we kindly request that you provide proof of the late penalties. Once we receive this documentation, we will promptly process a check or ACH to cover the amount. Please feel free to send the necessary documentation to ********************************* if you have any questions.

  
  We value your business and appreciate your understanding as we work to resolve this matter.

  
  Sincerely,
  ****** *******
  Operations Director
  Point &Pay

• Initial Complaint

  Date:10/28/2024

  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.

   
  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: 11/12/2024

  Point & Pay takes consumer concerns very seriously. We thank ******** *********** for bring this concern to our attention. Point and Pay is a third party payment processor that works with Montgomery County Probate Court.  We have very high Payment Card Industry standards that we follow.  We go through annual audits to ensure we maintain our PCI Compliance Certifications. We will be happy to research these particular payments in more detail to find out why they were declined. We can work with our client Montgomery County Probate Court to obtain the requested documentation.  Thank you. 

• Initial Complaint

  Date:09/16/2024

  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.

   
  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,
  
  *******************ount) to be put back. By that time I would have had to pay $99.00 late fee for taxes so that was not an option. Basically this was just one way to get someone to have to pay an extra $99.00 no their taxes in fees that are FRAUD. I want my money back. I have attached a photo of the "terms and conditions" on the screen they have you agree to before they fraudulently charge you $99.10.

  Business Response

  Date: 09/17/2024

  Hi there.  We have reached out to the customer apologizing for not having the fee clearly listed prior to making their payment.  We appreciate the heads up and are working with our team to improve how this is displayed.  We are also refunding the $99.10 fee that was incurred. 

  Here is the communication that was sent directly to this customer in reference to this complaint:

  Good afternoon *****,
  
  Thank you for contacting Point and Pay.  Our sincerest apologies that the fee wasn't clear enough when you were processing your payment.  We will work with our team to get this corrected in the future.  We will be happy to refund you the fee of $99.10 that you incurred, I'm going to have our ****************** reach out to you on the different methods we can provide the refund.  This will come from Point and Pay, the payment processor for the City of Williamstown. 
  
  Please let me know if you have any questions or concerns we will be happy to assist.
  
  Cordially,
  
  *********************************
  Manager, Client Services
  Customer Payment Support:
  ************
  Agency Support: ************
  www.pointandpay.com
  *****************************************

   

• Initial Complaint

  Date:04/26/2024

  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 handles our online tax payments. Our contract began July 1, 2023 and multiple online payment products and options were to be available to our residents. We have received almost none of them. Users that create an online account are supposed to has access to all of those online features and they have none. The business said they can be turned on at my request which I did, however, the company they are supposed to work with to accomplish that said they have not reached our to them nor have they paid for that ability and so it most likely will not happen for the next cycle of our tax bill season. We were told residents can use ApplePay and PayPal to pay their transactions which is one of the reasons we switched to this provider, however, neither of those capabilities are available to use yet. They are still working on getting them up and running. Nothing that this company said were added features and benefits of switching to them were true. Residents are charged percentage fees for their transactions and they are not receiving any of the features that they should be. This has and will be a huge concern for us moving forward until I can find another company to switch to which creates additional work for my office and for residents that have to continually create new accounts when we switch providers. Point and Pay promised e-billing, easy integration, customer engagement and more accessibility. None of those things have happened.

  Business Response

  Date: 05/02/2024

  Point and Pay takes client concerns very seriously. As soon as we were aware of the concern, ***************** called **********;*********** on Friday the 26th 11 a.m.

  ********;informed ********************************* that we were working with QDS to enable the services she is looking for, but are dependent on her software provider's timing. ********************************* also indicated a concern with one of her taxpayer's interest charge which we resolved. 

  We will follow-up with her again to ensure this resolution is satisfactory and will stay in contact until completely resolved.

  Thank you for bringing this issue to our attention.

   

   

• Initial Complaint

  Date:12/06/2023

  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.

   
  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.
  And after talking with ***** in customer service it seems like the issues I had,have been resolved. Thanks!!
  Sincerely,
  
  *************************

  Business Response

  Date: 12/18/2023

  We at Point and Pay take consumer complaints very seriously. 

  We began by pulling all our communication with ****************** and reviewing them. We then reached out to ******** and ****************** to confirm the penalty balance he received.

  We have agreed to refund Mr. ************;$93.24 for his total late fees and ensure that his payment is properly completed. We apologize to ****************** for the trouble this issue has caused him. 

  We will be making changes to our customer service team to help prevent this type of confusion and complication for consumers.

  I encourage ****************** to reach out immediately if there is any issue with this refund or the processing of his payment.

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

  COO, Point and Pay

   

• Initial Complaint

  Date:10/04/2023

  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.

  My experience here was a very terrible one. After I had made my second deposit I was blocked out. Nothing I did worked. I was so frustrated and giving up on my money when Mrs. *********************** came to my rescue and helped me out with the issue. I would have been in a big mess if I had not met ****************************** HARPERJAMESPLATFORM @ G MAIL COM ) personal email them privately. I wish to recommend ***************** to anyone in recovery of loss. She saves me and I believe She can also save others who have run into loss.

  Business Response

  Date: 10/13/2023

  Thank you for the correction. See below. Can you submit, *****, since I do not have access yet? 
  
  We reviewed our data and did not find any contact information for ***************** or the email ********************* stored in our system.
  
  We made an attempt to reach out to the email indicated *********************** on Tuesday October 10th, 2023 at 3:48PM EST. As of today, Friday October 13th, 2023, we have not received a response to this reach out. 
  
  We also made numerous attempts to reach out to the phone number *************) on Monday, October 9th, 2023 and received the message "Your call can not be completed at this time". We searched the web for the number and name, but did not get any additional information.
  
  We are ready and willing to discuss this complaint with the consumer, but require additional contact information to better understand ************' needs.
  
  We believe the case should be closed if no additional contact information can be provided or if the consumer's issue has been resolved through other means.
  
  Thank you for bringing this important matter to our attention.