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Complaint Details
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Initial Complaint
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been trying to cancel my PayLink direct vehicle protection and get a refund that was promised to me. It's not what it was advertised to me as, since the times I needed to file a claim I was told each time my situation was not covered. (Having a flat tire last spring and needing a tow this winter). I tried calling several times in October to cancel and was sent in circles between multiple agents essentially harassing me telling me reasons I shouldn't cancel (that this insurance is absolutely necessary and I'm not thinking straight as it should come above my medical bills, utility bills, etc.). I shouldve caught on immediately as the agent who signed me up for the service was extremely rude and unprofessional as he called me irresponsible for not signing up after I clarified several times I wasnt interested. I tried calling this week to cancel but was on hold for almost 2 hours and when the phone line started to ring to connect to an agent the call was ended. I talked with a few people who were familiar with them and they also had nothing good to say with similar experiences. I was told in October that I'm almost halfway through on my 18 payments at 120 per month. I'm honestly dreading having to call again because I know it'll be a run around of being gaslit into keeping the service. My contract/policy number is: MRT131800. My billing accound number is: WFC4728672. I have a newer vehicle and truly do not need the service for what it covers. I want nothing more than to end this service and receive a refund.
Business response
02/21/2024
Dear Sir or Madam:
This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on September 23, 2022, ****************** purchased a vehicle service contract from ********************************* LLC (USAPS), a third-party marketer selling vehicle service contracts on behalf of ******************** (Merit). At the time of sale, a down payment of $100.00 was collected directly by USAPS.
Furthermore, our records indicate that the policy was cancelled in our billing system on February 19, 2024. Accordingly, no further payments have been or will be collected from ****************** by PayLink.
Please note that PayLink has no record of ***************** contacting our office prior to this complaint.
In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to USAPS,the sales agent and company that handles customer cancellations and refunds. It is our understanding from USAPS that ****************** first contacted their office after purchasing her policy on September 15, 2023. Per USAPS, ****************** indicated she was considering selling her car, and USAPS informed her of the necessary steps for transferring the coverage in such an event. USAPS has indicated that they offered to defer a payment while ****************** made a decision regarding the vehicle sale.
USAPS next spoke to ****************** on October 6, 2023, wherein she confirmed that she was not selling her vehicle but expressed difficulty in managing the payments for her policy. Per USAPS, they told ****************** they were willing to work with her regarding her payments, provided her with their representative's email address to facilitate easier communication with their office, and informed her that her coverage was still in effect. USAPS has indicated that this was the last time they spoke to ****************** prior to this complaint.
USAPS has also indicated that they reached out to Merit, the coverage administrator for ******************* policy, in response to this complaint. Per USAPS, ***** stated that their office has had no recent contact with ******************.
It is also our understanding from USAPS that ******************** policy has been cancelled and they issued a refund via check to her on February 19, 2024 in the amount of $1,026.63.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact USAPS should there be any further questions or concerns.USAPS contact information is as follows:
********************************* LLC
*****************************br>Ste. ***************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have contacted Paylink on at least 4 or 5 separate occasions via their "customer service" toll free number, with regard to the cancellation of a service contract, requesting a refund which was promised to me. Each time, I am given inconsistent and contradictory explanations, all which seem to be to designed to avoid paying the refund.My account number on ******************** is **********. On October 17th I contacted Paylink and was told the payoff amount to terminate my contract was $995.19. I was also directed by Paylink to contact Ally Auto directly to cancel the contract, which I did and a copy of their acknowledgement is attached.Ally sent a cancellation refund directly to Paylink, in the amount of $1,977.14. When I contacted Paylink I was told by Paylink that once they received they cancellation refund, I would be refunded the difference directly by Paylink, by check, in about 10 business days. The amount of the refund owed to me by Paylink is $981.95 ($1977.14 - $995.19)Since my correspondence and phone calls with PayLink in late October and early November, I have not received any correspondence from Paylink, much less any refund. Today, I contacted Paylink once again and was given the extreme runaround. Contrary to what was promised to me by Paylink's reps back in November, now I am being told by Paylink they are not responsible for any refund and that I should go back to Ally. Ally, of course, says they paid the refund directly to Paylink.Based on the volume of compaints I found here at BBB, and the 1.5 out of five rating, it appears this is a common business tactic of Paylink to scam consumers out of our payoff amounts.Business response
01/17/2024
Dear Sir or Madam:
This letter is in response to the complaint submitted by *************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on July 17, 2021, ****************** purchased a vehicle service contract from *********************** (Shift), a third-party dealership selling vehicle service contracts on behalf of ************** (Ally). At the time of sale, a down payment of $188.55 was collected directly by Shift.
On October 17,2023, ****************** contacted PayLink to request the payoff amount for his policy,which was provided by the PayLink agent. ****************** then requested our office confirm that PayLink does not cancel policies and that cancellations are processed by Ally. The PayLink agent then asked if he wished to cancel his policy. ***************** said he still needed to provide his mileage to Ally but that he did wish to cancel. Billing was suspended for Mr. ******** policy at that time,and ****************** was referred to Shift to complete the cancellation process.
Furthermore, our records indicate that the policy was cancelled effective October 17, 2023.Accordingly, no further payments have been or will be collected from ***************** by PayLink.
On November 20, 2023, ****************** contacted PayLink to inquire about a refund, stating that **** informed him that PayLink would issue a refund to him. The PayLink agent stated that PayLink does not typically issue customer refunds upon cancellation and that, since Shift was out of business, ****************** should contact Ally regarding any refund that *** be due to him. ****************** stated that when he called PayLink to cancel, he was told that he would receive a refund within ten (10) business days. The PayLink agent confirmed there were no notes on the account regarding a refund being issued by PayLink, that our office had not received a request from Ally to issue a refund to him, and that ****************** should follow up with ****. The agent also confirmed the policy was cancelled and billing was still suspended.
On January 9, ****, ****************** again contacted PayLink regarding a refund. ****************** was referred to Ally, and our office contacted **** in response to his inquiry. Ally then confirmed that a refund was due to ****************** and provided the information needed to calculate the refund.
On January 10,****, based on the information provided by Ally, PayLink issued refunds totaling $981.95 to Mr. ******** credit card on file, of which he was informed via email on January 10, ****.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Ally should there be any further questions or concerns. Allys contact information is as follows:
**************
*************************************
14th Floor
*******, ** 48265
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
12/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im helping my elderly, newly widowed mother with her finances and noticed an auto payment of $122 being paid to PAYLINK-VEH COV. Upon research I found auto payments starting May 2022 of $246 and each month after of $122-$124 being pulled from her account. My mother has no recollection of this authorization or purchase and said she has been scammed. Her vehicle is new and rarely driven. She does not want or have any need for extra coverage. It is not fair to take advantage of the elderly and we want this resolved immediately! A full refund of any and all charges from this company is expected.Business response
01/05/2024
Dear *** or Madam:
This letter is in response to the complaint submitted on behalf of *******************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes.PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on March 10, 2022, ************ purchased a motor club membership from ********************************* LLC (*****), a third-party marketer selling motor club memberships on behalf of Dealer Loyalty Protection. At the time of sale, a down payment of $100.00 was collected directly by *****.
Enclosed are copies of Ms. ***** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
On September 13, 2022, ************ called our office to make a payment and to update her auto-debit payment method on file, which was processed per her request. ************ was also advised of the next payment due date for her membership. This was the last contact our office had with ************ prior to the complaint.
In an attempt to assist ************, PayLink forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that they have not spoken to ************ since she purchased her membership. ***** has indicated that they have attempted to contact ************ and her child in response to this complaint but have been unable to reach them. Per UAPS, *********** has three (3) payments of $122.00 each remaining before her membership is paid in full, and the coverage does not expire until March 9, ****. ***** has also indicated that if ************ wishes to cancel her policy, she may be *********** a pro-rated refund per the terms of her membership.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. *****contact information is as follows:
********************************* LLC
*****************************br>*********************************************
*************
Sincerely,
*****************************
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
12/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I been scammed by this pay link twice now Xmas is this week and they stole my money my hard earned money that I worked very hard for I want my money back !Business response
12/29/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by *****************************, BBB #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on October 24, 2023, ************** purchased a vehicle service contract from ********************************* LLC (*****), a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $100.00 was collected directly by *****.
Enclosed are copies of **************** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
In an attempt to assist **************, PayLink forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that they have been calling ************** in response to her complaint in order to assist her. Per *****, ************** has not returned their calls. ***** has indicated that ************** can call them to cancel her policy or if she has questions regarding what refund may be due to her.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. *****contact information is as follows:
********************************* LLC
*****************************br>*********************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
12/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Canceled a warranty on my vehicle and they continued to take payments out of my account. Then when I asked for a refund they have been giving me the run around. One says deal with the dealership the other states pay link. I want my refund.Business response
12/18/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by *******************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on July 29, 2023, ******************** purchased a vehicle service contract from ****************. (************), a third-party dealership selling vehicle service contracts on behalf of ***************************** (Royal). At the time of sale, a down payment of $175.00 was collected directly by *************
Our records also indicate that on December 13, 2023, ******************** contacted our office and stated that she had cancelled her policy in October but that payments had continued to be auto debited from her payment method on file. Our office informed ******************** that we had not received a cancellation notice from ************ regarding her policy. Our office then suspended billing for her policy and advised her that ************ could contact us to complete the cancellation process and provide the information needed to calculate any refund that might be due to her.
On December 14, 2023, ************ and Royal contacted us separately and confirmed that Ms. ********* policy should have been canceled effective October 9, 2023.Our office then cancelled the billing account for the policy in our system with an effective date of October 9, 2023. Accordingly, no further payments have been or will be collected from ******************** by PayLink.
Since the policy was cancelled with an effective date of October 9, 2023, ***** requested that the two (2) payments of $175.00 each collected on October 30, 2023 and November 28, 2023 be refunded to Ms. ********* payment method on file. Refunds for the payments were then processed by PayLink on December 14, 2023 and December 15, 2023 for a total refund of $350.00. Per the information provided by Royal related to Ms. ********* policy, no further refunds are due to her.
For these reasons, we consider the matter resolved as it pertains to PayLink.Please contact ************ or Royal should there be any further questions or concerns. Their contact information is as follows:
****************.
*****************************************************************************
*************
*****************************
**************,
Building F
*******,** 02339
*************
Sincerely,
*****************************
Compliance & Contract Counsel
PayLink DirectInitial Complaint
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I take care of my 80 year old mother with dementia and her finances . She had two charges on her Discover credit card . $189.00 in November 2023 and $189.00 in December when I called to ask what it was and cancel the rude customer service agent said it was for her car warranty . Well she has been advised not to drive and we have taken her car away . He said we needed to show proof that we sold the car ? We have no idea how the charges even happened and she is not in her right mind to make financial decisions . We canceled her credit card and he said they will be calling non stop for the next 3 months ! What company would even say this ?Business response
12/13/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted on behalf of ***************************, BBB Case #********.Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on October 2, 2023, ************** purchased a vehicle service contract from *********************************, LLC (*****), a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $100.00 was collected directly by *****.
Enclosed are copies of ************** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
On November 28,2023, ************** contacted our office and said she wished to cancel her policy.Billing was suspended for the policy at that time, and our office attempted to transfer her to ***** to complete the cancellation process; however, ************** was no longer on the line after being transferred. ************** again called our office on December 8, 2023, stating that she did not authorize payments and asked when it was purchased. ************** was advised of the sales date for the policy, that billing was still suspended, and was again referred to ***** to complete the cancellation process.
Furthermore, our records indicate that a chargeback dispute was received on December 5, 2023 for the one (1) payment collected of $189.00. Since no further payments were received or collected, the policy was cancelled in our billing system on December 11, 2023. Accordingly, no further payments have been or will be collected from ************** by PayLink.
Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to outside collections.
In an attempt to assist **************, PayLink forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that ************** called their office on November 28,2023 to cancel her policy, stating she had sold her vehicle. Per *****, ************* was advised that a cancel letter and proof of odometer reading were needed to cancel the policy and calculate any refund that *** be due to her.************** called their office again the same day, and she was again informed of what was needed to process the cancellation. ***** has indicated that they spoke to ************** again on December 8, 2023 with her daughter, and they advised them what was needed to process the cancellation. Per *****, they cannot process a refund until the chargeback dispute for the payments is resolved.
Due to ************** stated condition, we are also adding her name to PayLinks internal list of consumers for whom we will not accept new accounts.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns.***** contact information is as follows:
********************************* LLC
*****************************br>Ste. ***************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
11/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My 84 year old father has been having money withdrawn from his account once a month for the last year. He did not authorize this payment. We aren't even sure what the payment is being used for. The withdrawal on his checking account just says ******************** home coverage. They are taking ****** a month from someone who lives on a limited income. When he called they hung up on him. I would like them to stop taking this payment out of his account. If he could get reimbursement that would even be better. Please let me know what I should do.Customer response
11/13/2023
I do help to handle my dad's affairs. I do not have power of attorney but if you need something signed, I know he would be happy to sign. He cannot afford the money that they are taking from him.Business response
11/16/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by ******************* for *******************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on June 14, 2023, **************** purchased a home service contract from ********** Services LLC (HHS), a third-party marketer selling home service contracts on behalf of ****************************** At the time of sale, a down payment of $239.39 was collected directly by HHS.
Furthermore, our records indicate that the policy was cancelled in our billing system on November 13, 2023. Accordingly, no further payments have been or will be collected from **************** by PayLink.
In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to HHS, the sales agent and company that handles customer cancellations and refunds. It is our understanding from HHS that **************** contacted their office on June 14,2023 to purchase a home service contract for his home, which was HHS only contact with **************** or anyone acting on his behalf prior to this complaint.On November 13, 2023, ************** contacted HHS regarding cancellation of Mr.******* ******* Per HHS, they provided ************** with the information for the policy, and she indicated that she would contact their office with their final decision regarding cancellation. HHS has indicated that ************** contacted their office again and elected to cancel the policy, which was processed that day by HHS.
It is also our understanding from HHS that, in line with their commitment to customer satisfaction, a full refund of $1,196.95 is being processed to Mr. ******* bank account on file.
Due to Mr. ******* stated condition, we are also adding his name to PayLinks internal list of consumers for whom we will not accept new accounts.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact HHS should there be any further questions or concerns. HHS s contact information is as follows:
********** Services LLC
*********************************************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
11/03/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Pay Link was authorized to take $300 from my account but drafted $5,700+ instead and have held onto it for 12 days and now says they need to investigate further and I should wait for their accounting department to get back to me.. it is a Friday afternoon and still no return of my funds.. Im going to report this company to my banks fraud departmentBusiness response
11/16/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by ***************************************, BBB Case #********.Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on April 12, 2022, ****************************** purchased a vehicle service contract from ************************************ (*************************), a third-party dealership selling vehicle service contracts on behalf of **********************************.
****************************** is correct that the wrong amount was processed by PayLink on October 18, 2023. Our records also indicate,however, that a refund was credited to Ms. ************** bank account for the amount improperly processed, and it is our understanding that ****************************** has now received those funds in full. We further understand that ****************************** has incurred fees in the amount of $22.00 associated with this event and PayLink has agreed to reimburse ****************************** for such fees.
For these reasons,we consider the matter resolved as it pertains to PayLink. For questions regarding cancellation of the policy or any refund due under the policy, please contact *************************. ************ Nissans contact information is as follows:
************************************
***********************************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was scammed out of my pension money on every month mt granddaughter told me it was a scam. WHen I called the company for a refund ***** was his name had an attitude and told me the people like me get what I deserve. Whole time I just wanted a refund and first of all my husband died so how rude I would like my refund immediatelyBusiness response
11/07/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by *************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
With the information provided in the complaint, we were unable to locate a billing account for *************. Our office has attempted to contact ************* via the phone number and email provided in the complaint, but we have not been able to reach her.
For further assistance, please contact PayLink at *************.
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
09/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Direct Paylink has been withdrawing ****** out of my grandmothers account monthly since 8/2022. They claim to be home warranty for appliances. I called because my grandma has no clue what this bill is for. I called on 9/19/2023 to ask questions. The agent was rude and unprofessional. He gave me no details of account. Once he finally started to give me some details. I told him my grandmothers refrigerator has been leaking and the ice maker is broken. Of course it doesnt cover that. I explained to him that the bill was in my grandfathers name. Hes been dead for **************************************** this warranty. I wanted it canceled. He told me I need to send in a death certificate. Are you serious!!!! The bill I have states coverage will be cancelled for non payment. The agent was so rude because I told him I was concerned it was a scam. He told me he didnt have time for me and hung up. What else is he supposed to be doing but helping customers if this is legit.Business response
09/27/2023
Dear *** or Madam:
This letter is in response to the complaint submitted by ****** ***** on behalf of *** ****** BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on August 2, 2022, Ms. ***** purchased a home service contract from Tribus Home Warranty LLC (Tribus), a third-party marketer selling home service contracts on behalf of 4Warranty Corporation. At the time of sale, a down payment of $289.10 was collected directly by Tribus.
Enclosed are copies of *********************** Contract as well as the PayLink Payment Plan Agreement for the Tribus Contract.
Furthermore, our records indicate that the policy was cancelled in our billing system on September 21, 2023. Accordingly, no further payments have been or will be collected from Ms.***** by PayLink.
In an attempt to assist Ms. ****** PayLink forwarded the contents of your inquiry to Tribus, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Tribus that Ms. ***** called their office to purchase coverage for her home. The Tribus agent explained the coverage terms, the down payment amount, and the monthly payment amount. *********** Ms. ***** elected to purchase the coverage, and her policy documents were delivered to her address on file on August 21, 2022. Tribus has also indicated that they issued a refund via check on September 22, 2023 in the amount of $781.08.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Tribus should there be any further questions or concerns.Tribus contact information is as follows:
Tribus Home Warranty LLC
**********************************************************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
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Get a QuoteCustomer Complaints Summary
134 total complaints in the last 3 years.
27 complaints closed in the last 12 months.