Complaints
This profile includes complaints for PayLink Direct's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 complaints in the last 3 years.
- 10 complaints in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/21/2026
Type: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 tried to reach this company on Friday before my payment went through to my checking account, to change my REMOVEDmethod to my savings account where there were sufficient funds. I spent about an hour on the phone trying to get this accomplished but the customer service was so horrible I had to hang up and try again the next day. I went to the website and the website was so dysfunctional that I was not able to complete the transaction and the payment went through resulting in an overdraft. On Monday I called the company and they said that they could change the payment method with me on the phone right there. I specifically asked the woman that I spoke to if the payment would once again go through to my checking account and she guaranteed me that it would not. I asked her this several times. Today I find out that it indeed did go to my old payment method AND to my new payment method. So in a fact, the company charged me twice. When I called customer service once again I experienced extremely unprofessional customer service representatives. I asked to speak to a supervisor and was put on hold for 10 minutes and the person who picked up was not a supervisor. I asked THEM to transfer me to a supervisor, and when the person picked up they said they were not a supervisor but they were "an escalation representative." After being told that I would have to wait 10 days to get my money refunded I demanded to speak to an actual supervisor. I was put on hold for about 10 minutes and this person returned and said the supervisor was "in a meeting." I demanded to speak to a supervisor and I'm now on hold for about 10 minutes and this company is being very cavalier about their lack of concern for my situation. Also, this company clearly does not want anyone contacting its executive offices. The only number published on the Internet is there completely awful outsourced customer service. Document attached shows two separate charges from two different bank accounts on the same day.
Business Response
Date: 10/28/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED.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 January 16, 2026, Mr. REMOVEDpurchased a vehicle service contract from Automotive Product Consultants (REMOVED), a third-party marketer selling vehicle service contracts on behalf of Century Warranty Service. At the time of sale, a down payment of $199.00 was collected by REMOVED.
Our records also indicate that on October 16, 2026, the scheduled monthly payment was collected from Mr. REMOVED payment method on file for the REMOVEDcontract. On October 18, 2026, Mr. REMOVEDattempted to update his payment method on file through the PayLink website, but the new bank account information provided could not be verified through the authentication service. On October 19, 2026, Mr. REMOVEDcontacted our office to explain that he was concerned the payment submitted to his bank on October 16 was not going to be successful. He also requested that the payment be run again using a new payment method. Per Mr. REMOVEDrequest, his auto-debit payment method on file was updated, and a payment was submitted to his bank that day using his newly provided payment method.
On October 21, 2026, Mr. REMOVEDcontacted our office and stated that he had intended to stop the original payment. Our office is unable to locate a record of a returned payment from REMOVED. During the discussions with Mr. REMOVEDwe learned that his bank's overdraft protection covered the original payment, resulting in both the original payment and the subsequently authorized payment being successful.
Our office has spoken to Mr. REMOVEDin response to his inquiries. Per Mr. REMOVEDrequest, on October 22, 2026, we processed a refund to his bank account ending in 4549 for one monthly payment in the amount of $172.17. We also acknowledged Mr. REMOVEDconcerns regarding his customer service experience,advised him that the matter would be reviewed, and thereafter escalated his concerns. Please note that Mr. REMOVEDbilling account is active and current as of the date of this response.
For these reasons, we consider the matter resolved as it pertains to PayLink. For any other questions or concerns, please contact REMOVED. REMOVEDs contact information is as follows:
Automotive Product Consultants
REMOVED
REMOVED
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink DirectCustomer Answer
Date: 10/28/2026
Better Business Bureau:
Although I have found that this company is very dysfunctional, and their customer service leaves a lot to be desired, I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:10/09/2026
Type: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 saw a commercial on the television that I thought was for auto insurance. I ended up calling the number and I was not sold auto insurance. I was sold an extended warranty for like if they my engine blew, I did not know the policy I was buying was not auto insurance. They I guess didnt outright say that it wasnt but they also didnt tell me that it wasnt. Today, my grand daughter pointed out to me that it was not in fact auto insurance and it was an extended warranty. Weve called three times today trying to cancel. They keep asking me why we changed my mind. They refused to cancel it. He told me his system was down they transferred me around. They hung the phone about me. I emailed them and asked them to stop all payments immediately and they refused to. I was speaking to an REMOVEDand I asked to talk to the manager he refused. He said he is the supervisor theres no one above him and they just wanna know why I wanna cancel my policy. They said that my granddaughter was lying to me and what am I gonna do with the car breaks down? It doesnt matter I wanna cancel it and they wont allow it. Theyve charged me three months so far $140 each month and I just want these charges to stop. I want them to delete all my information.Business Response
Date: 10/23/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDBBB Case Number 25371778.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 27, 2026, Ms. REMOVEDpurchased a vehicle service contract from REMOVEDa third-party marketer selling vehicle service contracts on behalf of REMOVED. At the time of sale, a down payment of $135.00 was collected directly by REMOVED.
Enclosed are copies of Ms. REMOVEDContract as well as the PayLink Payment Plan Agreement for the REMOVEDContract.
Furthermore, our records indicate that the service contract was cancelled effective October REMOVED. Accordingly, no further payments have been or will be collected from REMOVEDby PayLink. Please note that our records indicate that one (1) monthly payment of $141.56 was collected prior to cancellation.
In an attempt to assist Ms. REMOVEDPayLink forwarded the contents of your inquiry to REMOVEDthe sales agent and company that handles customer cancellations and refunds. It is our understanding from REMOVEDthat they do not advertise through television commercials.REMOVEDhas also indicated that only two (2) payments (the down payment and monthly payment) totaling $276.56 were collected from Ms. REMOVEDfor the REMOVEDContract. Per REMOVEDthe requests they received to cancel the REMOVEDContract were either disconnected prior to resolution or were made by Ms. REMOVEDdaughter, and they were attempting to contact Ms. REMOVEDdirectly to verify she wished to cancel and explore options for her to retain her coverage.
It is also our understanding from REMOVEDthat they have cancelled the REMOVEDContract and added Ms. REMOVEDto their Do Not Call list. Per REMOVEDbased on the applicable cancellation fee, payments paid, and the amount of time the coverage was in effect, no refund is due (see Cancellation of Your Agreement, sec. 1.,pg. 10).
Ms. REMOVEDalso requested that her information be deleted.The only personal information PayLink has for Ms. REMOVEDis regulated by the federal REMOVED-REMOVED-REMOVEDAct (GLBA) which permits us to retain that information, so we are declining that request. However, we keep this information to ensure we adhere to our other legal obligations and are not in the business of selling consumer information.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDshould there be any further questions or concerns. REMOVEDcontact information is as follows:
REMOVED
REMOVED
REMOVED
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:09/25/2026
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a notice from Palin direct in the mail a cancellation notice. It happens to be three days after the motor went in the vehicle that the warranty is on mind you Ive received no phone calls to tell me that my card was not working. I received no letter saying that I was behind on payment. All I received was this cancellation notice so I called to straighten the problem out not realizing that the card that I was using originally had fraud on it so they gave me another card and didnt realize that it was attached to this, so I called to pay the back due and change the card. The woman I spoke to was very rude. Told me there was nothing she could do that. She did send letters out and they dont call people and that my policy was canceled and there was nothing she could do I said, but Ive never received another letter. She said well it shows in our system you did so and a story. I said well I just want to change the card on file. She said you would have to start a new account and obviously being treated like that there is no way, but it seems very convenient for them to cancel me as soon as I try to use the policy, I am more than discussed and really hope that they hold up on their end and at least fix the motor in the car since Ive paid so much money into them and never used this policy before you would think the way she would handle it was to give me a supervisor and try to fix the issue considering Ive never received any other letters and this was the first one and I was trying to make back payment and put a card on file to continue to pay and continue to be a customer but instead I was hung up on also, if they were gonna cancel the policy on me, you would think that they would prorate the account since it was never used and give me a percentage of that money back like theyre supposed to do which is in the fine print I dont know. Im just very very frustrated at this point I thought the company was at the highest standard and Id like to hope they areBusiness Response
Date: 10/02/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. 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 9, 2025, Mr. REMOVEDpurchased a vehicle service contract (Carchex Contract) from REMOVED(REMOVED), a third-party marketer selling vehicle service contracts on behalf of REMOVED. At the time of sale, a down payment of $119.40 was collected directly by Carchex.
Our records also indicate that on August 10, 2026, Mr. REMOVEDpayment method on file was declined. As a result, on August 12, 2026, a monthly billing statement was issued to his address on file alerting him that the monthly payment was due.When no payment was received, a past due notice was issued to his address on file on August 18, 2026.
Furthermore, since no further payments were received or collected, the Carchex Contract was cancelled on September 14, 2026, and a cancellation notice was issued to Mr.REMOVEDaddress on file.
Enclosed are copies of the Billing Statement,Past Due Notification, and Cancellation Notification issued to Mr. REMOVEDby PayLink.
Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to collections.
In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to Carchex, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Carchex that on September 9, 2026, they attempted to reach out to Mr. REMOVEDabout his past due payments but were not able to reach him at that time.
It is also our understanding from Carchex that on September 28, 2026, they were able to speak to Mr. REMOVEDat which time he made a partial payment for the past amounts due. Per Carchex, they are assisting REMOVEDwith the remaining balance to bring his payments current. As a result, as of October 1, 2026, the Carchex Contract and its associated billing account have been reinstated at the direction of Carchex.
Please note that for the Carchex Contract, the billing method is currently set to issue a monthly bill to Mr. REMOVEDaddress on file. If Mr. REMOVEDwishes to update the billing method or make other changes to his billing account, he can contact PayLink at REMOVED.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDshould there be any further questions or concerns. Their information is as follows:
REMOVED
REMOVED
Ste. 210
REMOVED
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:07/08/2026
Type: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.
To whom it may concern, I am writing to file a former consumer complaint against Pain direct regarding unethical billing practices. I have repeatedly received statements and payment demands and phone calls about home insurance and equity of my home. They got me for one payment already and I keep telling them no I want the harassment stopped and my $285 back because they lied to me. I am adding a copy for your records.Thank you for your concern in this matter REMOVEDBusiness Response
Date: 07/20/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDlisted in our system as REMOVEDBBB Case #REMOVED. 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. Please also be advised that these vehicle or home service contracts are not insurance products.
Our records indicate that on May REMOVED, REMOVEDpurchased a home service contract from National Home Warranty LLC (National Home Warranty), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $495.00 was collected directly by National Home Warranty.
Enclosed are copies of the National Home Warranty Contract as well as the PayLink Payment Plan Agreement for the National Home Warranty Contract.
On June 8, 2026,the monthly payment for the National Home Warranty Contract became past due. Consequently,a past due notification letter and automated text messages were issued by PayLink to REMOVEDaddress and phone number on file to alert him that the monthly payment was due. This was the only contact our office had with REMOVEDprior to the complaint.
Furthermore, our records indicate that the service contract was cancelled on July 6, 2026 before any monthly payments were collected by PayLink.
In an attempt to assist REMOVEDPayLink forwarded the contents of your inquiry to National Home Warranty, the sales agent and company that handles customer cancellations and refunds. It is our understanding from National Home Warranty that they were contacting REMOVEDbeginning on June 8, 2026 in regard to his past due payment and, when he indicated that he wanted to cancel, to assist him with completing the cancellation process. Per National Home Warranty, all their calls to REMOVEDwere disconnected prior to their being able to assist him.
It is also our understanding from National Home Warranty that REMOVEDhas been added to their internal Due Not Contact list and that no refund is due to him at this time.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact National Home Warranty should there be any further questions or concerns. National Home Warrantys contact information is as follows:
National Home Warranty LLC
REMOVED
REMOVED
Sincerely,
REMOVED
Compliance &Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:04/07/2026
Type: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.
On 6/5/2025, I signed up for an auto warranty with Premier Auto Protect. The salesman asked for my mileage and I told him I didn't know. He told me to estimate and I did. I started making payments and in December 2025, took my truck to the dealers for some repairs. When I presented the warranty, the dealership submitted a claim to Premier, and they submitted it to their adjustor. The claim was denied due to the mileage error. My estimate was off by @ REMOVEDthat my contract was void and I would have to contact Premier to cancel. I called Premier on 15 December 2025 and cancelled. They waived the cancellation fee and told me the contract was cancelled. Today I noticed that PAYLINK, their payment processing company, has been continuing to take out $129.87 every month. There should have been no payment in January 2026 forward.Business Response
Date: 04/15/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. 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 5, 2025, Mr. REMOVEDpurchased a vehicle service contract from REMOVEDa third-party marketer selling vehicle service contracts on behalf of Dealer Loyalty Protection. At the time of sale, a down payment of $129.87 was collected directly by Premier Auto Protect.
Furthermore, our records indicate that the service contract was cancelled on April 10, 2026. Accordingly,no further payments have been or will be collected from Mr. REMOVEDby PayLink.
Please note that our records do not indicate that a request to cancel Mr. REMOVEDvehicle service contract was made with our office prior to the complaint.
In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to REMOVEDthe sales agent and company that handles customer cancellations and refunds. It is our understanding from Premier Auto Protect that they do not have a record of a cancellation request being made with their office for Mr. REMOVEDvehicle service contract. However, per Premier Auto Protects request, PayLink has issued refunds of the four (4) payments of $129.87 collected between December 2025 and March 2026 to Mr. REMOVEDcard on file.
Please note that on April 9, 2026, our office received a chargeback dispute for the $129.87 payment collected on April 6, 2026.Accordingly, that payment was also refunded to Mr. REMOVEDcard on file, for a total refund of $649.35.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Premier Auto Protect should there be any further questions or concerns. REMOVEDs contact information is as follows:
Premier Auto Protect
REMOVED
REMOVED
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink DirectCustomer Answer
Date: 04/15/2026
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:03/27/2026
Type: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.
To whom it may concern,I am writing to file a formal complaint regarding unauthorized and fraudulent charges made to my account. On or about 02/26 that I did not authorize. Upon contacting the company to dispute these transactions, i was either not provided with a satisfactory explanation or my request for a refund was denied/ignored. Despite my attempts to resolve this matter directly with the company, the issue remains unresolved. These charges are fraudulent and a violation of fair business practices. As a consumer, I am requesting your assistance in investigating this matter and facilitating a resolution. Specifically, I am seeking a full refund of the unauthorized charges in the amount of $3760.00 I respectfully request that the BBB review this complaint and take appropriate action to help resolve this matter I aslo request that this complaint be recorded as part of the company,s history for the benefit of other consumers. Thank you for your time and consideration. I look forward to your response and a resolution to this issue.Business Response
Date: 04/01/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. 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 18, 2025, Ms. REMOVEDpurchased a home service contract from REMOVED(REMOVED), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $100.00 was collected directly by REMOVED.
Enclosed are copies of Ms. REMOVEDContract as well as the PayLink Payment Plan Agreement for the REMOVEDContract. Please note that the payment plan amount for the REMOVEDContract was $3,386.29, to be paid in eighteen (18) monthly installments of $188.13.
Furthermore, our records indicate that on February 5, 2026, the October 2025, November 2025, and December 2025 monthly payments of $188.13 each were reversed due to chargeback disputes being filed. Since no further payments were received or collected, the service contract was cancelled on February 13, 2026. Accordingly, no further payments have been or will be collected from Ms. REMOVEDby PayLink.
Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to collections.
On March 27, 2026, our office received a call regarding the REMOVEDContract. The PayLink representative explained who PayLink was, and an Account Summary for the REMOVEDContract was issued to Ms. REMOVEDaddress on file. Enclosed is a copy of the Account Summary.
In an attempt to assist Ms. REMOVEDPayLink forwarded the contents of your inquiry to REMOVED, the sales agent and company that handles customer cancellations and refunds. It is our understanding from REMOVEDthat on April 18, 2025, Ms. REMOVEDcontacted their office regarding coverage for her home. After an explanation of the coverage, Ms. REMOVEDagreed to the purchase and authorized the collection of the down payment by REMOVEDas well as the collection of the monthly installment payments by PayLink.
It is also our understanding from REMOVEDthat they attempted to contact Ms. REMOVEDregarding the past due status of the REMOVEDContract but were unable to speak to her prior to cancellation. Per REMOVED, since the REMOVEDContact was cancelled for nonpayment, no refund is due.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDshould there be any further questions or concerns. REMOVEDcontact information is as follows:
US Home Protection Services
REMOVED
Ste. 121
REMOVED63385
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink Direct
Enclosures.Customer Answer
Date: 04/02/2026
Complaint: 24689356
I am rejecting this response because: pay link directly is involved with a party that is a scam. I didnt sign any paperwork or submit nor call anyone for home protection. That's is a lie.
Sincerely,
REMOVEDMontghomeryBusiness Response
Date: 04/07/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED.
In an attempt to assist Ms. REMOVEDPayLink forwarded the contents of your inquiry to REMOVED(REMOVED). It is our understanding from REMOVEDthat REMOVEDcalled their office on a recorded line and they have the recording of the sales call where she purchased the coverage and authorized the collection of the down payment and the monthly payments.
It is also our understanding from REMOVEDthat they issued copies of Ms. REMOVEDContract and PayLink Payment Plan Agreement to her email and mailing addresses on file on April 26, 2025 as well as on January 23, 2026, and there is no indication that they were not delivered to her. Per REMOVED, numerous emails were also sent to Ms. REMOVEDprior to the cancellation of the REMOVEDContract.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDshould there be any further questions or concerns. REMOVED' contact information is as follows:
US Home Protection Services
REMOVED
REMOVED
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink DirectCustomer Answer
Date: 04/13/2026
Complaint: 24689356
I am rejecting this response because:
Sincerely,
REMOVEDMontghomeryInitial Complaint
Date:03/25/2026
Type: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.
Subject: Complaint Against National Home Warranty LLC and PayLink Direct Refusal to Cancel and Unprofessional Conduct Dear Better Business Bureau,I am filing a formal complaint against National Home Warranty LLC and PayLink Direct, which appear to be operating together and list an address at REMOVEDI am a consumer based in REMOVED, REMOVED, and I was enrolled in a home warranty service under Account #REMOVED. I have made multiple attempts to cancel this service, but both entities have failed and/or refused to process my cancellation request.During a recent phone call, I clearly requested cancellation. The representative repeatedly insisted that I provide a reason. When I declined, stating it was not their business, I was placed on hold. The representative then returned, stated they would not cancel my account, and ended the call.This behavior is highly concerning and suggests potentially deceptive or unfair business practices. I am especially concerned that they may continue attempting to withdraw funds without authorization.I am requesting that this complaint be formally recorded and that National Home Warranty LLC and PayLink Direct be required to:1.Immediately cancel my account REMOVEDall billing and collection activity 3.Provide written confirmation that my account has been closed My information is as follows:Name: REMOVEDAddress: REMOVEDAccount Number: REMOVEDCompany Information Provided:National Home Warranty LLC / PayLink Direct REMOVEDI am prepared to dispute any further charges as unauthorized and pursue additional action through consumer protection agencies if necessary.Thank you for your assistance.Business Response
Date: 04/01/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDfor REMOVED, BBB Case #REMOVED. 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 13, 2026, Ms. REMOVEDpurchased a home service contract from National Home Warranty LLC (National Home Warranty), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $295.00 was collected directly by National Home Warranty.
Furthermore, our records indicate that the service contract was cancelled on March 24, 2026,before any monthly payments were collected by PayLink.
In an attempt to assist Ms. REMOVEDand Ms. REMOVEDPayLink forwarded the contents of your inquiry to National Home Warranty, the sales agent and company that handles customer cancellations and refunds. It is our understanding from National Home Warranty that they cancelled the National Home Warranty Contract the same day that they received the cancellation request and issued a full refund of the down payment of $295.00 to Ms. REMOVEDcredit card. Per National Home Warranty, they were attempting to ascertain the reason for the cancellation in an effort to provide assistance during the cancellation call.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact National Home Warranty should there be any further questions or concerns. National Home Warrantys contact information is as follows:
National Home Warranty LLC
REMOVED
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink DirectInitial Complaint
Date:03/23/2026
Type: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.
May 9 2025.I was sent a letter on house insurance. The insurance was suppose to cover house appliances,plus electricty. REMOVEDwas suppose to pay seventy five dollars deductible,and the company was suppose to pay the rest. REMOVEDwas paying REMOVEDa month for the insurance,in which an agent said thecost of the insurance was to steep. Instead of paying the 75 dollar to start, there was a dognostic charge of 129 dollars that was not stated at first that they paid also. Another thing,the technician that was comming out didn't deal with REMOVEDto pay the labor cost. REMOVEDhad to pay the cost,and was advised to keep the recipts to get reimbursed from the company.Business Response
Date: 04/02/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. 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, is not a party to vehicle or home service contracts, and does not review, REMOVEDor deny claims or have any role with respect to the payment of claims for vehicle or home service contracts.
Our records indicate that on May 8, 2025, Mr. REMOVEDpurchased a home service contract (HomeAssure Contract) from REMOVED(REMOVED), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $164.95 was collected directly by REMOVED. Please note that the REMOVEDContract is not an insurance product.
Enclosed are copies of REMOVEDContract as well as the PayLink Payment Plan Agreement for the HomeAssure Contract.
Furthermore, our records indicate that the service contract was cancelled on March 28, 2026. Accordingly, no further payments have been or will be collected from Mr. REMOVEDby PayLink.
Please note that our records also indicate that the REMOVEDContract is the only service contract that we have or have had for Mr. REMOVEDin our billing system.
In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to REMOVEDthe sales agent and company that handles customer cancellations and refunds, as well as REMOVEDthe coverage administrator and company that has the contractual obligation to adjudicate and pay valid claims under the terms of the REMOVEDContract. It is our understanding from Trinity and HomeAssure of the following:
3/5/2026: Mr. REMOVEDcontracted Trinity regarding his claim and stated that he had to pay a diagnostic fee as well as for the repairs on his washer and dryer. Per Trinity, their records did not show that a claim had been filed, so they provided Mr. REMOVEDwith REMOVEDcontact information so that they could assist him.
3/6/2026: HomeAssure attempted to contact Mr. REMOVEDbut were unable to reach him.
3/9/2026: Mr. REMOVEDagain called Trinity. REMOVEDhas indicated that based on this conversation, it appeared Mr. REMOVEDmay have confused their coverage with that of another company. Trinity then transferred him to REMOVEDso that they could assist him with filing his claim.
3/9/2026: HomeAssure spoke to Mr. REMOVEDobtained the needed information for his claim, and told him a tech would be reaching out within 24 hours regarding the repair. Since REMOVEDdid not already have a technician that they had worked with before in Mr. REMOVEDarea, they contacted several technicians to confirm that they could provide the service. All the technicians REMOVEDcontacted stated they could provide the service.
3/9/2026: Trinity then called Mr. REMOVEDas part of a follow-up effort and, with Mr. REMOVEDon the line, called the other company that he stated that he might also have coverage with. However, the other companys representative would not speak to Mr. REMOVEDwith the Trinity representative on the line, so the Trinity representative left the call so that Mr. REMOVEDcould speak to them.
HomeAssure has indicated that they attempted to contact Mr. REMOVEDmultiple times to confirm the service details for his claim but were unable to reach him. Since HomeAssure was not able to reach Mr. REMOVEDthey voided his claim.
REMOVEDhas also indicated that they have attempted to contact Mr. REMOVEDmultiple times since they last spoke to him but have been unable to reach him.
Per Trinity, they have cancelled the HomeAssure Contract and issued a refund via check to Mr. REMOVEDin the amount of $455.56. HomeAssure and Trinity have both indicated that if Mr. REMOVEDrequires further assistance, they are more than happy to help him.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Trinity or REMOVEDshould there be any further questions or concerns. Their contact information is as follows:
REMOVED
REMOVED
REMOVED
REMOVED
HomeAssure
REMOVED
Ste. C309
REMOVED85251
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink Direct
Enclosures.Customer Answer
Date: 04/14/2026
Complaint: 24673435
I am rejecting this response because: I have records stating that PayLink was still collecting payments from me. According to records, REMOVEDpaid for 10 months, without any service from them. The same is what my complaint is about, false advertisement.
Sincerely,
REMOVEDBusiness Response
Date: 04/21/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED.
In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to REMOVED(REMOVED), the sales agent and company that handles customer cancellations and refunds. It is our understanding from REMOVEDthat Mr. REMOVEDhad coverage for his home during the time the HomeAssure Contract was in effect and that they and HomeAssure, the coverage administrator, made multiple attempts to assist him in filing a claim in March 2026. Per Trinity, the refund issued to Mr. REMOVEDis a pro-rated refund based on terms of the HomeAssure Contract (see REMOVEDContract, section X., pg. 10).
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Trinity or REMOVEDshould there be any further questions or concerns. Their contact information is as follows:
REMOVED
REMOVED
REMOVED
REMOVED
HomeAssure
REMOVED
Ste. C309
REMOVED85251
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink DirectCustomer Answer
Date: 04/27/2026
Complaint: 24673435
I am rejecting this response because:
Sincerely,
REMOVEDis rejecting the response because, l have records REMOVEDis about to send to you. The records consist of ten months PayLinkDirect charged my card for REMOVED.Initial Complaint
Date:02/24/2026
Type: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.
2/23 refund of the most recent payment REMOVEDBusiness Response
Date: 03/05/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVED-REMOVEDfor REMOVEDBBB Case #REMOVED. 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, 2025, Mr. REMOVEDpurchased a home service contract from REMOVED(National Home), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $495.00 was collected directly by National Home.
Furthermore, our records indicate that the service contract was cancelled on February 24, 2026. Accordingly,no further payments have been or will be collected from Mr. REMOVEDby PayLink.
In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to National Home, the sales agent and company that handles customer cancellations and refunds. It is our understanding from National Home that they processed a refund via check to Mr. REMOVEDon March 1, 2026 in the amount of $1,692.02.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact National Home should there be any further questions or concerns. Their contact information is as follows:
National Home Warranty LLC
REMOVED
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink DirectInitial Complaint
Date:01/27/2026
Type: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 wrote them on January 16 due to different time zones I was not able to call them on the weekend so I have to wait on Monday on the time zones I am in I stated that I dont get pay until Friday and I would like a refund I been getting the round run with this company.Business Response
Date: 01/29/2026
Dear REMOVEDor Madam:
This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. 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 25, 2025, Ms. REMOVEDpurchased a vehicle service contract from Automotive Product Consultants (APC), a third-party marketer that works with dealerships to sell vehicle service contracts on behalf of REMOVEDthe time of sale, a down payment of $199.00 was collected directly by REMOVED.
Our records also indicate that Ms. REMOVEDcontacted our office on January 16, 2026 to ask if she could render her monthly payment on January 30, 2026 instead of on the regular due date. Our office provided Ms. REMOVEDwith APCs contact information so that she could request a change in the due date or discuss the payment arrangement options available to her. On January 26, 2026, Ms. REMOVEDcontacted our office and said she did not authorize the payment that was automatically processed that day. Billing was suspended for her account, and our office provided her with APCs contact information to further discuss any refunds that might be due to her. Also on January 26, 2026, REMOVEDcontacted our office to refund the most recent payment of $137.99 to Ms. REMOVEDcredit card, which was processed by our office the same day.
In an attempt to assist Ms. REMOVEDPayLink forwarded the contents of your inquiry to APC, the sales agent and company that handles customer cancellations and refunds. It is our understanding from REMOVEDthat on January 26, 2026, they spoke to Ms. REMOVEDregarding the monthly payment that was processed that day. Per APC, they explained to Ms. REMOVEDthat the payment was automatically collected on the regular due date because they did not receive notice from her that she wished to change the date the payment would be collected. REMOVEDhas indicated that they offered to request a refund of the most recent payment and that Ms. REMOVEDaccepted.
It is also our understanding from APC that Ms. REMOVEDindicated that she would call them to make the monthly payment that was due.Per APCs request, our office updated Ms. REMOVEDbilling account so that she will now receive a monthly bill for any payments due instead of the payments being automatically collected from her credit card. Ms. REMOVED can contact APC to update the payment method or make other payment arrangements if she desires.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDshould there be any further questions or concerns. APCs contact information is as follows:
Automotive Product Consultants
REMOVED
REMOVED
REMOVED
Sincerely,
REMOVED
Compliance & Contract Counsel
PayLink Direct
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