Complaints
This profile includes complaints for PayLink Direct's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 76 total complaints in the last 3 years.
- 16 complaints closed 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:09/09/2025
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.
received a piece of mail that appeared to be official and was misled into purchasing a home warranty. The salesman was skilled, but I believe I was deceived. Paylink Direct is the agency that facilitated the payments, which totaled over $4,000 in 18 installments. However, when I needed assistance, the company failed to provide it. I have been unable to get in touch with Paylink Direct, and I am requesting a complete refund due to my inability to utilize their services. As a truck driver, I am rarely home, and I live in a small town with limited access to workers. I informed the salesman of this, and he assured me that I would be taken care of. He also led me to believe that everything was covered, which was not the case. My air conditioning unit broke, and it remains unrepaired, with the company refusing to provide the $1,500 needed for repairs, which would cost over $8,000 to replace. Additionally, my refrigerator broke, and they have been unable to find a technician to assess the issue. I am seeking a complete refund, and I would advise against working with Paylink Direct. If you encounter any correspondence with Paylink Direct, I would recommend exercising caution.
Business Response
Date: 09/19/2025
Dear *** 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 January 9, 2023, Mr. ****** purchased a home service contract (Integrity Contract) from Like New Home Warranty (Like New Home), a third-party marketer selling home service contracts on behalf of ********************* (Integrity). At the time of sale, a down payment of $215.00 was collected directly by Like New Home.
Enclosed are copies of ********************* Contract as well as the PayLink Payment Plan Agreement for the Integrity Contract.
Furthermore, our records indicate that the Integrity Contract was paid in full on July 1, 2024. Accordingly,no further payments have been or will be collected from Mr. ****** by PayLink.
In an attempt to assist Mr. ******* PayLink forwarded the contents of your inquiry to Integrity, the coverage administrator and company responsible for paying approved claims under the terms of the Integrity Contract. It is our understanding from Integrity that for the claim filed for Mr. ******* refrigerator, Integrity was unable to locate a service provider to assess the unit, so the claim was closed. Per Integrity, for the claim filed for Mr. ******* air conditioner, the claim was denied. ********* has indicated that a diagnostic performed by ****************** provider found damage to the air conditioners condenser fan blade, which is not covered under the Integrity Contract. Per Integrity, Mr. ****** was advised that he could seek a second opinion through a service provider of his choice; however, a detailed cause of failure report and a complete parts breakdown would need to be provided for their review.
It is also our understanding from Integrity that the Integrity Contract has been cancelled and that a refund via check is being processed to Mr. ****************** these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Like New Home or Integrity should there be any further questions or concerns. Their contact information is as follows:
Like New Home Warranty
****************
Suite 240
********************
*************
Integrity Admin Group
****************************************************************************Initial Complaint
Date:09/04/2025
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.
Description of Problem; I WAS SENT A BILLING STATEMENT FROM PayLink BUT, I have NEVER DONE BUSINESS WITH PAYLINK DIRECTBusiness Response
Date: 09/15/2025
Dear *** 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 June 11, 2025, Ms. ******* purchased a vehicle service contract (*** Contract) from Automotive Product Consultants (***), a third-party marketer that works with ***** ******************* her dealership, to sell vehicle service contracts on behalf of C.A.R.S. ******************** (C.A.R.S). At the time of sale, a down payment of $223.95 was collected directly by ***.
Enclosed are copies of Ms. ******** *** Contract as well as the PayLink Payment Plan Agreement for the *** Contract. Please note that PayLink is listed as the payment plan provider on the *** Contract (see pg. 1) as well as on the PayLink Payment Plan Agreement.
Our records also indicate that Ms. ******* has contacted our office previously. Each time, our office has informed Ms. ******* that PayLink is the payment processor for the *** Contract, and she was connected to *** to assist her with her other inquiries.
Furthermore, our records indicate that the *** Contract is still active in our system. Please note that there is no auto-pay payment method on file for the *** Contract as of the date of this response. As a result, PayLink will issue a monthly bill,and may issue other notices, to Ms. ******* for any monthly installment payments that are or become due for the *** Contract.
In an attempt to assist Ms. ******** 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 their office has also spoken to Ms. ******* pertaining to the roles of ***, PayLink,and C.A.R.S. in regard to the *** Contract. Per ***, they last spoke to ********** on September 11, 2025. *** has indicated that during that call, ********** stated that she would like to keep her coverage under the *** Contract active. Per ***, Ms. ******* also requested that her auto-pay payment method on file be removed, which was processed per her request.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact *** should there be any further questions or concerns. ***s contact information is as follows:
Automotive Product Consultants
******************************************
**********************
*************
Sincerely,
********* *****
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:09/04/2025
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.
******* *********, employee of ***** ********* has reached out to Paylink numerous times about funding for my (******** ****) *** contract for the 2019 *** ***** ***# *****************.Paylink customer service has told me several times that Big M need to reach out to let Paylink know that the contract has been released. Big M has contacted Paylink multiple times (******* ********* is the point of contact at Paylink). I have proof of the emails and forwarded those to Paylink customer service. Big M has repeatedly advised Paylink that the warranty was never remitted/issued. So there was no policy to cancel. ***** has also repeatedly advised that Paylink should issue a refund as Paylink never sent the funds taken from my account to ********* 4/2/25 a payment of $106 to Big M was made to start the policy. Then on 5/9/25 and 6/9/25 $111.89 was charged by and auto debit from Paylink. Payments went to Paylink but no funds were sent to Big M and the policy never existed. Paylink has kept all funds and is now refusing s refund claiming that ***** is responsible for the refund. Big is unable to issue a refund for funds that were kept by Paylink and never paid out to Big M. I am demanding a full refund.Business Response
Date: 09/11/2025
Dear *** 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 2, 2025, Mr. **** purchased a vehicle service contract from ***** *********, a third-party dealership selling vehicle service contracts on behalf of *******. At the time of sale, a down payment of $106.00 was collected directly by ***** Chevrolet.
Our records also indicate that on June 9, 2025, Mr. **** contacted our office to cancel his service contract. Billing was suspended at that time, and Mr. **** was referred to ***** Chevrolet, the sales agent and company responsible for handling cancellations and refunds, to complete the billing process. Mr. **** also inquired about a refund, and he was advised that he needed to speak to Big M ********* regarding any refund that might be due to him.
Furthermore, our records indicate that no further payments were received or collected.Consequently, the service contract was cancelled on August 11, 2025. Accordingly, no further payments have been or will be collected from Mr. **** by PayLink.
On August 21, 2025, Big M ********* reached out to PayLink and requested that our office process a refund to Mr. **** for the payments that were collected. On September 4, 2025, our office processed a refund to Mr. **** via the credit card on file for the two (2) monthly payments of $111.89 that were collected, for a total refund of $223.78. Mr. **** was advised of the refund being processed by our office via email on September 4, 2025.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ***** ********* should there be any further questions or concerns. Their contact information is as follows:
Big M Chevrolet
*************************************************************
*************
Sincerely,
********* *****
Compliance & Contract Counsel
PayLink DirectInitial Complaint
Date:08/25/2025
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 am ******* ********** daughter; her address is ********************************; she is 95 years old. I want to know what this policy is and how to cancel it. I have her Power of Attorney. You are siphoning $177.20 a month from her bank account and it needs to stop immediately.Business Response
Date: 09/05/2025
Dear *** 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 February 4, 2025, Ms. ******** purchased a home service contract from Tribus Home Warranty LLC (Tribus), a third-party marketer selling home service contracts on behalf of Capital Home Protection. At the time of sale, a down payment of $177.20 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 service contract was cancelled on August 27, 2025. Accordingly,no further payments have been or will be collected from Ms. ******** by PayLink.
In an attempt to assist Ms. ******* and Ms. ********* PayLink forwarded the contents of your inquiry to ******, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Tribus that the Tribus Contract has been cancelled and a refund via check was issued to Ms. ******** on August 29, 2025 in the amount of $606.01.
Due to Ms. ********* 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. Tribus contact information is as follows:
Tribus Home Warranty LLC
**********************************************************************************************
*************
Sincerely,
********* *****
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:08/10/2025
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.
Complaint: Fraudulent Warranty Practices and Harassment I am filing this complaint against Paylink Direct, which collects payments on behalf of a company that sells fraudulent extended car/home warranties. It is my belief that this company knowingly and willingly collects payments for a warranty company engaged in deceptive ************ grandmother, who suffers from Alzheimers disease, was sold an extended warranty for her car or her house (we have been unable to verify which). She has not held a driver's license for over three years, and when she did drive, her vehicle was a 1967 Beetlefar outside the warranty coverage limits for vehicle age. This company took blatant advantage of her vulnerability.Since then, Paylink, acting on behalf of the warranty company, has relentlessly harassed her with phone calls, text messages, and mail demanding payment. These scare tactics were previously the subject of a lawsuit in *********, where the state ruled against Paylink, protecting consumers from such unscrupulous practices, especially when targeting the elderly.We have made multiple attempts to cancel this fraudulent warranty, but despite our efforts, my grandmother is still being charged nearly $2000 for a warranty that should have never been sold. I demand that this company cease all harassment of my grandmother and refund the payment of $1971.48 immediately.Business Response
Date: 08/27/2025
Dear *** 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 September 24, 2024, Ms. ******* purchased a home service contract from **************************** (*****), a third-party marketer selling home service contracts on behalf of ********************* At the time of sale, a down payment of $100.00 was collected directly by *****.
Enclosed are copies of Ms. ******* ***** Contract, the PayLink Payment Plan Agreement for the ***** Contract, and the Welcome Letter issued by PayLink to Ms. ******************* records also indicate that on January 24, 2025, Ms. ******* called our office regarding the ***** Contract. After Ms. ******* provided verbal authorization for us to speak to Ms. ******* regarding her account, Ms. ******* was provided with ********** phone number, and home service contract number per her request. This was the last time our office spoke to Ms. ******* or anyone acting on her behalf prior to the complaint. Please note that our office did not receive any requests to cancel the ***** Contract prior to the complaint.
Furthermore, our records indicate that the ***** Contract was cancelled on August 25, 2025. Accordingly, no further payments have been or will be collected from Ms. ******* by PayLink.
Please note that any letters or text messages issued by our office were generated automatically for payments that were due or past due for the ***** Contract and were issued as a courtesy. Please also note that our office is not aware of the alleged judgment in ********* referenced in the complaint.
In an attempt to assist Ms. ******* and Ms. ******** 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 Ms. ******* called their office to purchase the coverage on September ******** Per *****, their office did not receive any requests to cancel the ***** Contract prior to the complaint. ***** has also indicated that all their communications regarding the **** Contract have been with Ms. ******** and they have no record of receiving a power of attorney or legal authority for another party to act on her behalf. Per *****, the payment referenced in the complaint was authorized to be collected by Ms. ********
It is also our understanding from ***** that they understand Ms. ******** concern regarding Ms. ******* and her purchase of the ***** Contract. Per *****, they are willing to review this account for a full refund once appropriate documentation is provided that confirms a power of attorney was in effect at the time of the purchase. ***** has indicated that this review will allow their office to determine whether the ***** Contract was entered into under conditions that would warrant a modification. Per *****, in the meantime, the ***** Contract has been cancelled, and all communication has been suspended pending resolution.
Due to Ms. ******* 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:
US Home Protection Services
*************
Suite 121
********************
*************
Sincerely,
********* *****
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:06/27/2025
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.
Some scam artist posed as sun ****** Dealer and tried to sell my 87 year old father fake car insurance. The bank was able to retrieve the money sent. They persist by opening accounts under ********************** or other companies claiming money or they going to cancel insurance or repossess his car he just bought. The car dealer Sun ****** confirmed it was scam and now they are using fake insurance accounts to steal more money from my elderly father. My father uses a auto insurance known worldwide and ********************** has its own billing **** and would never use paylink or any other 3rd party's for payments. Paylink does not verify or is apart of the scam to extort money from vulnerable seniors.Business Response
Date: 07/10/2025
Dear *** or Madam:
This letter is in response to the complaint submitted for **** *********** BBB Case ID #*************** 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 and home service contracts are not insurance products.
Our records indicate that on April 23, 2025, Mr. ********** purchased a vehicle service contract from ************************************* (*****), 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 Mr. ********** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
Our records also indicate that on June 23, 2025, our office received a chargeback for the May 2025 payment of $151.61. Since no further payments were received or collected,the ***** Contract was cancelled on June 24, 2025. Accordingly, no further payments have been or will be collected from Mr. ********** by PayLink.
Please note that PayLink does not report to any credit reporting agencies, does not submit any past due amounts to outside collections, does not hold itself out as a dealership, and does not have the ability or represent to customers that the cancellation of their vehicle or home service contracts will result in the cancellation of their insurance or repossession of their vehicles or homes.
In an attempt to assist Mr. *********** 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 ************* contacted their office on April 23, 2025 and agreed to purchase the coverage. ***** has also indicated that on May 6, 2025, Mr. ********** called their office to cancel the ***** Contract. Per *****, they informed ************* that he should be receiving his coverage documents in the mail the next day, recommended he review them and, if he still wished to cancel, he should call them back. Mr. ********** then agreed to review the policy documents once he received them.
It is also our understanding from ***** that they received a chargeback for the down payment of $100.00 that was collected by their office. As a result, a total of $251.61 has been credited back to Ms.*********** which represents all the payments collected for the ***** Contract.
Due to Mr. ********** stated condition, we are also adding his name to PayLinks internal list of customers 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:
*************************************
************************************************
*********** ********
*************
Sincerely,
********* *****
Compliance & Contract Counsel
PayLink DirectEnclosures.
Initial Complaint
Date:06/18/2025
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.
PayLink Direct contacted my sister, ******* ******, who is 71 and has dementia and sold her a "true auto protection" plan for $160.45 on March 14, 2025 and made a debit to her bank account. This company preys on the elderly and those with dementia. My sister has no need for an auto protection plan, she already has car insurance through ****. It is difficult to contact anyone at this company and seek a solution, they continue to pass you along from one call agent to another.Business Response
Date: 06/27/2025
Dear *** 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. Please also be advised that these vehicle or home service contracts are not insurance products.
Our records indicate that on December 26, 2024, Ms. ****** purchased a vehicle service contract from ******************** (True Auto), a third-party marketer selling vehicle service contracts on behalf of ********************************* At the time of sale, a down payment of $200.00 was collected directly by **********
Enclosed are copies of **************** Auto Contract as well as the PayLink Payment Plan Agreement for the True Auto Contract.
Our records also indicate that on April 3, 2025, Ms. ****** contacted our office to cancel the True Auto Contract. Billing was suspended at that time, and she was transferred to ********* to complete the cancellation process.
Furthermore, our records indicate that the service contract was cancelled on April 3, 2025. Accordingly,no further payments have been or will be collected from Ms. ****** by PayLink.
Please be advised that on April 18, 2025, a refund of the payment of $129.00 that was collected on April 1, 2025 was issued to **************** account at ********** request.
Our records also indicate that on June ******** Ms. ****** contacted our office regarding a payment collected by PayLink on April 21, 2025. Ms. ****** was advised that the last payment collected was on April 1, 2025, which was refunded on April 18, 2025. In order to further assist Ms. ****** with her inquiries, the PayLink agent explained PayLinks role as the payment processor and attempted to transfer her to True Auto to assist her; however, the call was disconnected prior to the PayLink agent being able to do so. This was the last contact with Ms. ****** or anyone acting on her behalf prior to the complaint.
In an attempt to assist Ms. ******* 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 issued the refund of the April payment per Ms. ******* request at the time she contacted them to cancel the True Auto Contract. Per True Auto, an additional refund of $183.31 is being processed to Ms. *******
Due to Ms. ******* 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 True Auto should there be any further questions or concerns. True Autos contact information is as follows:
True Auto Protection
**********************
Ft. *****, ** 76107
*************
Sincerely,
********* *****
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:04/08/2025
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 called a few months ago regarding my Paylink Direct account and wanting to cancel it completely. The person on the phone I feel urged me to take lowering my monthly payment instead of doing what was asked and cancelling my policy. My name is ******* ****. I don't want my monthly payment lowered. I want my pay link direct account CANCELLED. I can't afford it, and I feel taken advantage of I asked them to cancel the policy and stop taking payments entirely. I would like a refund if they should be so inclined, but ultimately PLEASE cancel the Paylink Direct vehicle plan under ******* **** ENTIRELY. I CANNOT AFFORD IT.Business Response
Date: 04/16/2025
Dear *** 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 November 15, 2024, Ms. **** purchased a vehicle service contract from ************************************* (*****), a third-party marketer selling vehicle service contracts on behalf of **************************************** the time of sale, a down payment of $100.00 was collected directly by ******
Furthermore, our records indicate that the policy was cancelled in our billing system on April 9, 2025. 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 *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that Ms. **** contacted their office on March ******* to cancel the ***** Contract, which she elected to keep after ***** offered to extend the payment plan to 24 months. Per *****, Ms. **** next contacted their office on April 9, 2025 regarding the cancellation of the ***** Contract,which they processed the same day. ***** has also indicated that they issued a refund via check to Ms. **** in the amount of $503.84.
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:
*************************************
**********************************************
**********, ********
*************
Sincerely,
********* *****
Compliance &Contract Counsel
PayLink DirectCustomer Answer
Date: 04/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ****Initial Complaint
Date:04/07/2025
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 was called through a third party roughly around the time I purchased my car from a dealership. I would say they have called me a few times to enroll in their policy. I finally said yes to get them off my back and honestly the worst mistake of my life. I have tried to cancel the policy multiple times and each time they continued to encourage me to keep the policy hence the possibility of something happening to my car. Ive had my car since October of 24 and nothing has happened. Its doing fine and honestly i would rather pay for the car to get fixed then pay paylink. I have finally just payed off my policy so I can close my account but I want some form of reimbursement for the trouble they have caused me. I never wanted this policy to begin with and they said I would only have to pay for a year and my payments were $191 a month for 18 months. How ridiculous.Business Response
Date: 04/16/2025
Dear *** 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 January 20, 2024, Ms. ******* purchased a vehicle service contract from ************************************* (*****), 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 Ms. ******** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract. Please note that the ***** Contract is fully cancellable at *********** discretion for any reason (see Cancellations, pg. 9).
Furthermore, our records indicate that the ***** Contract was paid in full on April 7, 2025. Accordingly, no further payments have been or will be collected from Ms. ******* by PayLink.
In an attempt to assist Ms. **************************** forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that Ms. ******* accepted and purchased the ***** Contract without objection at the time of sale, was provided with the full payment details for the ***** Contract, and received an email confirmation after the sale. Per *****, when Ms. ******* contacted their office on February 17, 2025 to cancel the ***** Contract, they advised her that it was almost paid in full and would remain active until February 29, 2028 or ******* miles,whichever came first. They also advised Ms. ******* that cancelling would result in the loss of the coverage she had already paid for. Ms. ******* then asked for confirmation that the ***** Contract was set to autopay so that her payments would continue, which was confirmed by *****.
It is also our understanding from ***** that they spoke to Ms. ******* in response to this complaint. Per *****,Ms. ******* elected to keep her coverage after ***** explained how it worked.
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:
*************************************
************************************************
**********, ********
*************
Sincerely,
********* *****
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:03/13/2025
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.
This is regarding an extended auto warranty purchased by my mother who has Alzheimer's. She has had to sell her car and therefore called to cancel the policy. She was told that she could not cancel the policy without proof that she was no longer in possession of the vehicle. I emailed the company and was told that without sending them proof of power of attorney, or speaking to my mom , they could not cancel the policy. Of course, my mom had already spoken to them. It's clear that after investigating this company, it is a common scam targeting primarily the elderly (or at least, they are most commonly victimized by them). We have also mailed back their statement with a request to cancel handwritten on it. I have attached the statement as well as our email correspondence to support our claim and concerns. Unfortunately, my mom had been paying them previously... We are not seeking to have that money returned (although, I would imagine we would be within our rights to do so). We simply want this canceled and for my mother to receive no additional correspondence from this fraudulent institution.Business Response
Date: 03/24/2025
Dear *** 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 August 19, 2024, Ms. ******* purchased a vehicle service contract from ************************************* (*****), 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 Ms. ******* ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
On March 13, 2025,Ms. ********* contacted our office to cancel the ***** Contract. Due to ************ not being listed on the account for the ***** Contract, our office requested she provide a copy of the Power of Attorney for Ms. ******* or have her contact our office to provide verbal authorization. Since the requested documentation or verbal authorization was not provided, Ms. ********* was referred to ***** to assist her.
Furthermore, our records indicate that the policy was cancelled in our billing system on March 18, 2025. Accordingly, no further payments have been or will be collected from ********** by PayLink.
In an attempt to assist Ms. ********* and Ms. ******** 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 received a request to cancel the ***** Contract on March 5, 2025, when they were informed that Ms. ******** vehicle had been sold because she could no longer drive. Per *****, as part of their standard procedure, they requested notarized documentation to verify the sale of a vehicle. However, ***** has indicated that as an exception, they have processed the cancellation of the ***** Contract and have issued a refund of $784.77 via check to Ms. ********
It is also our understanding from ***** that Ms. ******* will receive no further correspondence from them regarding the ***** Contract. Due to Ms. ******** 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:
*************************************
****************
Ste. 121
********************
*************
Sincerely,
********* *****
Compliance &Contract Counsel
PayLink Direct
Enclosures.Customer Answer
Date: 03/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *********
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