Complaints

This profile includes complaints for PayLink Direct's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PayLink Direct

  222 S Riverside Plz Ste 950 Chicago, IL 60606-5828

  
• 

  PayLink Direct

  6557 Solutions Ctr Chicago, IL 60677-6005

  
• 

  PayLink Direct

  851 International Pkwy STE 100 Richardson, TX 75081-2803

• 

  PayLink Direct

  300 S Wacker Ste #2250 Chicago, IL 60606

  
• 

  PayLink Direct

  P O 5989 Carol Stream, IL 60197

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/24/2023 $387.45 I was told on May 24th, 2023 that I'd be getting refunded, and have yet to receive any other communication.Financial dispute for not receiving promised services and allowing no contact on the numbers provided.They said they'd be resolving it but I've heard nothing else.20096973 original complaint id

  

  Business Response

  Date: 07/12/2023

  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.
  
  Please note that our office previously responded to a complaint from *****************, BBB Case #********. Enclosed is a copy of the BBB case file for that complaint.
  
  In an attempt to assist ****************,PayLink forwarded the contents of your inquiry to Like New Home Warranty (Like New Home), the sales agent and company that handles customer cancellations and refunds It is our understanding from Like New Home that they are re-issuing the refund check that they previously sent to ****************** address on file.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Like New Home should there be any further questions or concerns. Like New Homes contact information is as follows:
  
  Like New Home Warranty
  ****************************
  Ste. 240
  **********, ** 92626
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct
  
  Enclosure.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20266017
  
  I am rejecting this response because:
  They said that like new home warranty was sending me a check at my address, but one, I have a new address and two, they never did and that was months ago
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/04/2023

  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.
  
  In an attempt to assist ****************,PayLink forwarded the contents of your inquiry to Like New Home Warranty (Like New Home), the sales agent and company that handles customer cancellations and refunds. As of today, PayLink has yet to receive a response from Like New Home.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Like New Home should there be any further questions or concerns. Like New Homes contact information is as follows:
  
  Like New Home Warranty
  ****************************
  Ste. 240
  **********, ** 92626
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct
  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20266017
  
  I am rejecting this response because:

  I cannot get a response from Like New Home Warranty and neither did they, and they should be able to
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/10/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *************************, BBB Case #********.
  
  In an attempt to assist ****************,PayLink forwarded the contents of your inquiry to Like New Home Warranty (Like New Home), the sales agent and company that handles customer cancellations and refunds. Like New Home has indicated that they are in the process of re-issuing the refund check they previously sent to **************** to her at her new address.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Like New Home should there be any further questions or concerns. Like New Homes contact information is as follows:
  
  Like New Home Warranty
  ****************************
  Ste. 240
  **********, ** 92626
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct

  Customer Answer

  Date: 08/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paylink offered an extension of my vehicle plan but it was a scam. I have payed 3 monthly payments of $126.70 for a total amount of $380.10 that I would like refunded. They first reached out to me via phone call where they convinced me I needed the plan and I gave them my card information to make the payments.

  

  Business Response

  Date: 06/13/2023

  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 February 26, 2023, ********************** purchased a vehicle service contract from Endurance Direct (Endurance), a third-party marketer selling vehicle service contracts on behalf of *************************. At the time of sale, a down payment of $126.70 was collected directly by Endurance.
  
  Furthermore, our records also indicate that on June 6, 2023, chargeback disputes were filed for two (2) payments of $126.70 each collected for Ms. ********** policy. Since no further payments were received for Ms. ********** policy, her billing account was cancelled on June 6, 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 collections.
  
  In an attempt to assist **********************, PayLink forwarded the contents of your inquiry to Endurance,the sales agent and company that handles customer cancellations and refunds. It is our understanding from Endurance that they have been attempting to contact ********************** in order to satisfactorily resolve her complaint but have been unable to reach her.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Endurance should there be any further questions or concerns. Endurances contact information is as follows:
  
  Endurance Direct
  ***************************************************
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance &Contract Counsel
  PayLink Direct
  

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my contract with Paylink in December 2022 and asked for a refund. I have not received my refund yet and every time I call they tell me they will send a message to the refund department. They said I cant talk to anyone in the refund department and the only thing customer service can do is send a message.

  

  Business Response

  Date: 06/05/2023

  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 September 1, 2020, ******************** purchased a vehicle service contract from Legion Auto Protections Services (Legion Auto), a third-party marketer selling vehicle service contracts on behalf of ****** *************************** (******). At the time of sale, a down payment of $199.00 was collected directly by Legion Auto.
  
  Furthermore, our records indicate that the policy was paid in full as of May 16, 2022, and Mr. ********* billing account was closed on May 30, 2022. Accordingly, no further payments have been or will be collected from ******************** by PayLink.
  
  Please note that our office had not spoken to ******************** prior to receiving this complaint.
  
  In an attempt to assist ********************, PayLink forwarded the contents of your inquiry to ******,the company that coordinates customer cancellations and refunds. It is our understanding from ****** that they are in the process of issuing a refund to *********************
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
  
  ****** ***************************
  ***************************************
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures.
  

  Customer Answer

  Date: 06/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will now file a complaint with ****** ******************** the company which Paylink is using.  Apparently this is the company I have been calling for the refund, not Paylink.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/20,4/20,5/20, $129.15 each charge Committed to providing a home warranty My dispute is because they never contacted me back via email or phone number and the number provided said that it wasn't in service Have not provided any assistance

  

  Business Response

  Date: 05/26/2023

  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 February 3, 2023, **************** purchased a home service 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 $175.00 was collected directly by Like New Home.
  
  Enclosed are copies of ****************** Like New Home Contract, the PayLink Payment Plan Agreement for the Like New Home Contract, and the Welcome Letter issued to **************** by PayLink.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on May 25, 2023. Accordingly, no further payments have been or will be collected from **************** by PayLink.
  
  Please note that our records indicate our office has not had any communication with **************** prior to receiving this complaint. Please also note that the phone numbers listed in ****************** policy documents and in her Welcome Letter are correct and direct callers to the respective companys office.
  
  In an attempt to assist ****************,PayLink forwarded the contents of your inquiry to Like New Home, the sales agent and company that handles customer cancellations and refunds It is our understanding from Like New Home that neither they nor Integrity have spoken to **************** since she purchased her policy. Like New Home has also indicated that they have cancelled ****************** policy and are in the process of issuing a refund to her.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Like New Home should there be any further questions or concerns. Like New Homes contact information is as follows:
  
  Like New Home Warranty
  ****************************
  Ste. 240
  **********, ** 92626
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct
  
  Enclosures.

  Customer Answer

  Date: 05/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a an extended warranty policy back in November. They refused to cover any of the work that needed to be done to my car was leave me after paying monthly pay and a $6000 bill then they cancel me in January and theyre still billing me from January till now they need to be investigated for fraud because thats thats what theyre doing to people fraud and people selling them fake policies that dont cover nothing and taking peoples money thats not right .

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20081710
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't want the corvage and I told them that when I talked to them change my card and ya'll never refund my 49 dollar's back only the 55 dollar's stop trying to steal my money

  

  Business Response

  Date: 05/18/2023

  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 10, 2023, ************** purchased a vehicle service contract from ***************, a third-party marketer selling vehicle service contracts on behalf of ****** ************** Services (******). At the time of sale, a down payment of $104.00 was collected directly by ***************.
  
  Furthermore, our records indicate that the service contract was cancelled on May 15,2023 before any monthly payments were collected by PayLink.
  
  In an attempt to assist **************, PayLink forwarded the contents of your inquiry to ******, the company that coordinates customer cancellations and refunds. It is our understanding from ****** that they issued refunds of $49.00 and $55.00 to ************** credit card on May 15, 2023, for a full and total refund of $104.00.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
  
  ****** ************** Services
  ********************************
  ************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct
  

• Initial Complaint

  Date:05/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pay link sold an insurance policy for a house with appliances and workmanship that is over 40 years old. There is nothing of real value that can be covered with the policy. I feel they took advantage of a senior with scare tactics. Once we became aware of the policy on 3/23/23, we canceled the policy. Note it took over an hour to get the policy canceled as the man on the phone continued his scare tactics with my very elderly father. Pay Link continues sending invoices knowing my father will pay the invoice out of confusion. So far an additional invoice for $173.63 was paid AFTER the policy was canceled.

  

  Business Response

  Date: 05/12/2023

  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 January 24, 2023, ****************** purchased a home service contract from Tribus Home Warranty LLC (Tribus), a third-party marketer selling home service contracts on behalf of *********************. At the time of sale,a down payment of $173.63 was collected directly by Tribus.
  
  Our records also indicate that on March 15, 2023, ****************** contacted PayLink to remove the auto-debit payment method on file for his policy and to have a monthly invoice be issued to him. On March 16, 2023, the payment due for March was collected for Mr. ******** policy. This is the last payment on file for Mr. ******** policy.Subsequently, on March 20, 2023, an invoice was issued to Mr. ******** address on file for the April payment that was due. This is the last monthly invoice issued to ****************** by PayLink.   
  
  Subsequently, on March 24, 2023,****************** contacted our office to inquire about his coverage. At that time,****************** was referred to Tribus for more information.  
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on March 24, 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 Tribus, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Tribus that ****************** called their office with his daughter on March 24, 2023 to cancel his policy, which was processed that same day. ****** has also indicated that they issued a refund via check to ***************** on May 9, 2023 in the amount of $306.59.
  
  Furthermore, it is also our understanding from Tribus that ****************** has been added to their internal list of consumers whom they will not contact.
  
  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

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are to refund ******** due the warranty coverage I paid they went out of business or was sued or an issue with the better business bureau

  

  Business Response

  Date: 05/02/2023

  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 September 30, 2022, ******************* purchased a vehicle service contract from ** ****** Services, a third-party marketer selling vehicle service contracts on behalf of ****** *************************** (******). At the time of sale, a down payment of $63.00 was collected directly by ** ****** Services.
  
  On March 14, 2023, our records indicate that PayLink received a letter from ******************** requesting that her policy be cancelled.Billing was suspended for her policy at that time, and Ms. ********* cancel letter was forwarded to ****** to complete the cancellation process.
  
  Furthermore, our records also indicate that on March 16,2023, Ms. ********* policy was canceled in our billing system. Accordingly, no further payments have been or will be collected from ******************** by PayLink.
  
  In an attempt to further assist you, PayLink forwarded the contents of your inquiry to ******, the company that coordinates customer cancellations and refunds for Ms. ********* policy. It is our understanding from ****** that no refund is due to ******************** at this time.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
  
  ****** ***************************.
  ********************************
  ************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19985312
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************* I was told by ****** that I was due a payment of ***** due to monies paid

  

  Business Response

  Date: 05/16/2023

  Dear Sir or Madam:
  
  This letter is in response to the rebuttal submitted by *******************************, BBB Case #********.
  
  Our records indicate that on June 7, 2019, ******************** purchased a vehicle service contract (****** ******** 1) from ******** Vehicle Protection, a third-party marketer selling vehicle service contracts on behalf of ****** *************************** (******). At the time of sale, a down payment of $139.00 was collected directly by ******** Vehicle Protection.
  
  On December 11, 2019, our records indicate that ******************* called PayLink to cancel ****** ******** 1. Billing was suspended for her policy at that time, and ******************** was referred to ****** to complete the cancellation process.
  
  Our records also indicate that on March 6, 2020, Ms.********************** ******** 1 was canceled in our billing system. Accordingly,no further payments have been or will be collected from ******************** by PayLink for ****** ******** 1.
  
  Subsequently, our records indicate that on July 28, 2020,******************** purchased an additional vehicle service contract (****** ******** 2) from ** ****** Services, a third-party marketer selling vehicle service contracts on behalf of ******. At the time of sale, a down payment of $63.00 was collected directly by ** ****** Services.
  
  Our records also indicate that Ms. ********************** ******** 2 was paid in full as of July 18, 2022. Accordingly, no further payments have been or will be collected from ******************** by PayLink for ****** ******** 2.
  
  Subsequently, our records indicate that on September 30,2022, ******************** purchased another vehicle service contract (****** ******** 3) from ** ****** Services, a third-party marketer selling vehicle service contracts on behalf of ******. At the time of sale, a down payment of $63.00 was collected directly by ** ****** Services.
  
  On March 14, 2023, our records indicate that PayLink received a letter from ******************** requesting that ****** ******** 3 be cancelled. Billing was suspended for her policy at that time, and Ms.********* cancel letter was forwarded to ****** to complete the cancellation process.
  
  Our records also indicate that on March 16, 2023, Ms.********************** ******** 3 was canceled in our billing system. Accordingly,no further payments have been or will be collected from ******************** by PayLink for ****** ******** 3.
  
  ** an attempt to further assist you, PayLink forwarded the contents of your inquiry to ******, the company that coordinates customer cancellations and refunds for all of Ms. ********* service contracts. It is our understanding from ****** that for ****** ******** 1, ******************** was issued a refund of $198.00. ****************, for ****** ******** 2, Ms. ********* coverage expired on September 27, 2022 and no refund is due to her for that policy. ****************, for ****** ******** 3, no refund is due to ******************** for that policy. ****** has indicated that they do not have a record of any conversations with ******************** where she was promised a refund of $1,800.00.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
  
  ****** ***************************.
  ********************************
  ************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance & ******** Counsel
  PayLink Direct

• Initial Complaint

  Date:04/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am contacting you on behalf of my elderly who was scammed into getting warranty insurance for her car. This happened in May of 2022 during Covid 19 when people were shut in and were mostly alone as my mom was. She is very uninformed as to how scams work and so was convinced by a sweet talking lady by the name of ********. She was made to believe she was getting a good deal paying only $352.59 per month for this insurance. Most bumper to bumper warranty companies only charge $120,00 per month. My mom never got anything that explained what she was paying for but agreed over the phone. When my mom asked me on 4/ 20/ 2023 what I thought this charge to her checking account was, I told her I would go the the bank to find out for her, ******** told me it was car warranty insurance. She called the number that is on the bank account and was told to keep making the payments so she could continue to be covered. I advised her to put a stop payment on this and that I would look to help her in this matter. My wife and I went on the Pay Link web site and it is hard to find a positive review for this company. People who tried to get payments for repairs to their vehicles were told it was not covered and so were left paying bill anyway.How can we stop this scam and get some of her money back if at all possible. Exploitation of the elderly is just totally wrong and needs to be addressed around the country.Thank you *************************

  

  Business Response

  Date: 04/27/2023

  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 April 19, 2022, **************** purchased a vehicle service contract from ** Car Protection (** Car), a third-party marketer selling vehicle service contracts on behalf of ******** *********************** LLC. At the time of sale, a down payment of $329.00 was collected directly by ** Car.  
  
  Enclosed are copies of **. ******* ** Car Contract as well as the PayLink Payment Plan Agreement for the ** Car Contract.
  
  Furthermore, our records indicate that the service contract was cancelled on April 24, 2023. Accordingly, no further payments will be collected from **************** by PayLink.
  
  In an attempt to assist Mr. and ****************, PayLink forwarded the contents of your inquiry to ** Car, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ** Car that they have been trying to contact **************** regarding her intent to cancel her policy. Per ** Car, upon confirmation of Ms. ******* intent to cancel her policy, an appropriate refund will be expedited to her.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ** Car should there be any further questions or concerns. ** Cars contact information is as follows:
  
  ** Car Protection
  **************************
  #***-1063
  ************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct
  
  Enclosures. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19967456
  
  I am rejecting this response because: I talked to ****************************; today but didn't accomplish anything concrete. I have to get my mom in on the conversation and will try to get that done tomorrow on 4/28/23. After explaining to **************** that the price they charge is just about threes the usual cost of bumper to bumper coverage by other companies, he just said they base their rates by the year of the vehicle and the mileage. He did mention that if need be they could issue a reimbursement. I will see what we can accomplish before any other action  is taken. Thank you

  . 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/04/2023

  Dear Sir or Madam:
  
  This letter is in response to the rebuttal submitted by ************************* for *****************************, BBB Case #********.
  
  In an attempt to assist Mr. and ****************, PayLink forwarded the contents of your inquiry to ** Car Protection (** Car), the sales agent and company that handles customer cancellations and refunds. It is our understanding from ** Car that the administrator for **. Daigles policy, ******** *********************** LLC (******** Colonial), spoke to Mr. and ****************** directly. Per ** Car, Mr.and **************** and ******** Colonial have amicably resolved the complaint.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ** Car should there be any further questions or concerns. ** Cars contact information is as follows:
  
  ** Car Protection
  **************************
  #***-********************************
  Phone    *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 16, 2022 I issued a hand written request to cancel this contract with this ******************** agreement PELDA ****** and also requested a full refund of $125.00. I talked to *********************** personally phone #************. I was told that I could cancel this contract and receive a refund. After having this contract in my hands I knew this was going to cause me a financial hardship to pay for this service.

  

  Business Response

  Date: 04/27/2023

  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 November 30, 2023, ******************* purchased a vehicle service contract from Interstate Auto Protection, a third-party marketer selling vehicle service contracts on behalf of ****** *************************** (******). At the time of sale, a down payment of $125.00 was collected directly by Interstate Auto Protection.
  
  Furthermore, our records indicate that the service contract was cancelled on February 22, 2023 before any monthly payments were collected by PayLink.
  
  In an attempt to assist ********************, PayLink forwarded the contents of your inquiry ******, the company that coordinates customer cancellations and refunds. It is our understanding from ****** that they issued a refund of the down payment on April 25, 2023 via check #**** to ******************** in the amount of $125.00.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
  
  ****** ***************************
  ********************************
  Ste. 120
  ******, ** 43017
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct