Complaints

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

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• 

  TimePayment Corp.

  400 Tradecenter Ste 6950 Woburn, MA 01801-7452

  
• 

  Time Payment Corp

  281 Townsgate Road Suite 101 Westlake Village, CA 91361

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:10/31/2023

  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 would like to know how this company deserve an A+ Rating with BBB? The reviews are horrible and the complaints are even worse! The only reason why Time Payment Corp got rating of **** is because there is not a 0 rating. They indeed deserve all 0s!?? BBB, please explain how you rate A+ for this company? Do you not read the reviews and complaints? Consumers opinions should definitely matter. Does not appear so with this company. Are they paying BBB for their A+ rating? Is that how BBB work and determine the rating?? We would like to file a class action against Time Payment Corporation. BBB, how do we proceed? They added gap insurance to my account without my knowledge. Even when I provided the insurance information, they did not credit my account for the $500 they charged. The statement show a deferment in June, 2020. I disputed the deferment with proof. They still did not credit my account. I am done with dealing with Time Payment Corp and them robbing people and getting away with it. I paid the account off in full (even the amounts I disputed). I will pursue them with legal actions. Im very interested in filing a class action against them. Still quite puzzled as to how they received an A+ rating with nothing but bad reviews! BBB, please explain??

  

  Business Response

  Date: 11/10/2023

  TimePayment's response is attached.

• Initial Complaint

  Date:10/27/2023

  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.

  Timepayment Corp opened a fraudulent Loan in the amount of approx ******** using me as a personal guarantor. My information was stolen and my signature forged on the Contract. Timepayment Corp opened the Loan in May 2023. Since then, I have been working with Lifelock on this, but timepayment Corp has refused to investigate or resolve the fraud. Timepayment Corp has thwarted every effort we have made to resolve this fraud, even hanging up on phone calls. They seem to be protecting the perpetrator of the fraud.

  

  Business Response

  Date: 11/10/2023

  TimePayment's response is attached.

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for your Response and corrective actions. If Timepayment want to prosecute the Fraudster, *************************, I have a Police Report on file, you have a copy of it, and I will agree to any Testimony necessary. Please we need to MAKE SURE that all Credit Bureaus are notified, I note that the letters have been sent.. But please follow up on that with the *************** to make SURE this Trade Line is REMOVED. Thank you, -**************** 11/13/2023 

  

  Business Response

  Date: 12/07/2023

  Requests to the credit bureaus will be submitted to delete the tradeline due to fraud.

• Initial Complaint

  Date:10/17/2023

  Type:Order 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 Purchesed a point of sale through fml payments.I was never informed that there was two separate company's by ***** and **** the sales rep. I was given the clover system on a false promise that it would be compatible to the system and if not I would be able to cancel with no fee. I run a grocery store and have to have a weight scale and scanner to operate. Upon receiving the equipment, I notified fml ****************** it was not compatible in which they agreed with me and they sent me the ovi pos system. They were never able to successfully set up a pos that was compatible for my system and canceled my contract. Then they told me I was to contact time management for return instructions. I have emails saved That proves the system was not working and in good order. I have the system and am willing and able to send it back to the lease holder seeing it is brand new. I as well looked up the price of the clover system if bought in a fair market value and it is **** dollars. Not until ****************** canceling was, I informed that I was charged **** for that same equipment. That is a ****-dollar profit. The time it took for this to be canceled was 6months. I was trying to get the equipment set up for a total of six months giving my best effort to work with the company trying to set up Ovi. Meanwhile being charged for clover. I paid to the company over **** dollars for a non-working product. Now I have been threatened with collection when I have written proof they are lying and have no premise to stand on. I even sent them a affidavit and filled out a form to go through their department as a dispute with no response besides collections. I have had no luck in dealing with the company. Please help

  

  Business Response

  Date: 12/07/2023

  Please be advised the account has been closed.

  Customer Answer

  Date: 12/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  I was threatened to be taken to collections numerous times. The company never said Im sorry or responded with any kind of letter stateing that we are no longer taking you to collections. It says the company responded with the account is closed. I did not know that till right now. Because no one has reached out to me I did get one paper that said my payment owed was  zero but after looking at it and having several people look at it, it was unclear on what the company was trying to let us know they did. I would like a letter or some form of writing, stating that the account was closed and no money is owed to the company past or present, and I will be satisfied with closing this complaint.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 12/21/2023

  Please see TimePayment's response attached.

  Customer Answer

  Date: 12/27/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/06/2023

  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 borrowed $8,800 from Timepayment and it wasnt supposed to go on my credit report. A few days later I got an alert that I had a new inquiry, sure enough it was them but what really stood out was the amount borrowed of $19,000+, I didnt borrow this much. So it either needs to be corrected on my credit report or they need to compensate the difference by check loan amount difference. Thanks and hopefully we can get this resolved soon.

  Customer Answer

  Date: 10/17/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/30/2023

  Please see TimePayment's response attached.

  Customer Answer

  Date: 10/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   This is still showing a $19,000 + loan on my credit report when it truly is an $8,800 loan that should be showing, I feel that this matter is still incorrect as time payment is showing the complete financial term of my loan to other creditors which is I feel is violating my privacy act towards other lenders.

  

  Business Response

  Date: 11/02/2023

  Please be advised you signed a Non-Cancelable Commercial Equipment Lease Agreement, this is not a loan. By signing the lease agreement, you agreed to pay a certain monthly lease payment, not a loan. Per the terms of the lease agreement, TimePayment has the right to report on your credit and we are reporting the full balance due based on the payment terms you agreed to.

• Initial Complaint

  Date:10/03/2023

  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.

  Business did not send billing statement for the first bill. I had no information to be able to pay the bill. After the payment was late I received an email and I explained that they had not sent a statement. I received a late charge and a hit on my credit after it tried to work it out. The company was rude in return. A week later I received the first ever statement from the company with the next month bill and past due amount. The error on their part should not have an impact on me personally and they should have waived the late fee and resolved the credit report. Not I have hardship from that being on my credit. Also I have paid the past due amount and my account is in good standing but they still are sending harassing letters saying I'm not current on my payment when I am.

  Customer Answer

  Date: 10/14/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/30/2023

  Please be advised that TimePayment has reviewed your complaint and your account. Please note that no late fees have been charged to your account. There was an error at the time of booking that did not set invoices up to be mailed, which has been corrected. You may ignore any letters that have crossed in the mail stating the account is past due as the account is current. Any derogatory remarks on your credit will be removed. We apologize for any inconvenience and hope this satisfactorily resolves this matter. Please contact our *************************** with any further questions.

  Customer Answer

  Date: 10/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

  I have paid past due fees as they were applied to my bill. I am glad you are removing negative impacts on my credit but I have already paid late fees on the first bill.

   

  

  Business Response

  Date: 11/02/2023

  Please see copies of your invoices attached. No late fees have been charged - you were charged the monthly lease payment plus applicable taxes and damage waiver fee, per the terms of your lease agreement.

• Initial Complaint

  Date:09/30/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I are building out our second restaurant. We took out two equipment loans for it. The loan we took out from Time Payment has never had a consistent payback amount and keeps escalating. The first time I reached out to them, they told me the reason my loan payback amount kept escalating was property taxes on the equipment we purchased. She also told me that I did not, in fact, take out a loan, but a lease. This was never made clear to me from the broker, but I'll take it as our fault that I did not read the document I signed more carefully. My 2022 taxes were recently filed with an extension. When my accountants asked for what was specifically in each of the loans, I requested the the invoice from the rep who sold the loans to me. Of the $71,353.74 we borrowed, $4553.38 of it was freight charges and $4859 of it was equipment installation labor. I want to know if I am being charged state sales tax and property tax every month on freight and labor? Also, on my last two statements, I've been charged a $210 loss and damage fee with no explanation. On September 21st, I asked for clarification on both items from Time Payment and never heard back. At the very least, I would like the $420 loss and damage fees returned to my account. I would also like to know if I have been paying property tax on labor and freight, and if so, I would like the balance of those funds returned to me as well. Thank you for any help you can offer.

  Customer Answer

  Date: 10/11/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/30/2023

  Please see TimePayment's response attached.

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you so much for looking into this and removing the loss and damage fee from our lease. I am very grateful and appreciate the help. I also completely understand that this is a lease, not a loan, and that I signed off on it. The only question I still have is why we are being charged property tax on freight charges and installation/labor on the equipment which comes out to about 1/7th of the lease or just under 10K. We've had this charge from the beginning, but since it's not equipment, I don't understand why we are having to pay property tax on it. I would like the tax to be recalculated without these sums included ( $4553.38 freight charges and $4859 installation) and reimbursed any overage. Thank you again for all your efforts and time spent on this. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Corrie

   

   

  

  Business Response

  Date: 12/07/2023

  Property tax is charged in accordance with guidelines in the area the equipment is located and assessed based on the guidelines provided by your local, county, and/or state taxing authority. Please contact our *************************** if you have further questions regarding this topic.

• Initial Complaint

  Date:09/30/2023

  Type:Order 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.

  Financed a product and was not told the hidden fees. And was not told the product would be lease to rent instead of lease to own! The contract clearly does not state that they were going to charge me double the price which I found out about this by checking my soft pull credit report and it only states the monthly payment not including the fees and if they were going to charge the hidden fees then they should have been stated on the contract! Attached will be time payments contract along with the original purchase price from Coldesi. I honestly feel scammed and after Ive read their reviews reading other people they have scammed as well I dont think this is fair and its total crime. Please help.

  

  Business Response

  Date: 10/30/2023

  Please see TimePayment's response attached.

• Initial Complaint

  Date:09/28/2023

  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.

  Absolute 100% scam of a company. I had a xopier lease with them for 60 months and at the end of the lease I had the option to buy the equipment at market value. Well, as a busy businessman I didn't pay attention to when the lease was over and they never emailed me or got a hold of me. After 6 months I realized that my 60 month lease was over and called them to find out why they had been charging me. The rep ********************* straight straight lied to my face telling me that I had 1 month left and then I can return the equipment or buy it out just to squeeze me out of another $174. I emailed and called left messages but no one replied or responded and they proceeded to steal my money. They went behind my back and bought the equipment without giving me an opportunity to return it to the company that i leased it from. After that, they tell me that if I don't want to keep the equipment I have to return it to them in *************, eventhough when I leased the printer in ****** ********** and I have to pay for the shipping of $1600. If I knew that I had to return the equipment myself across country I would've never even leased it the 1st place. Now I have to pay the buyout fee and an additional 3 months of rental simply because they are non responsive.. after speaking with an attorney she said that she is with so many people like me that are getting scammed by this company that she doesnt even know how they still in business. This is a complete and total scam of a company. I hope this company goes out of business soon. A COMPLETE AND TOTAL SCAM!

  

  Business Response

  Date: 10/30/2023

  Please see TimePayment's response attached.

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not disputing the fact that I entered into a lease agreement. As you are stating in your response, TimePayment is only a Leasing company. When I entered into the lease agreement I was not made aware that I had to "return" the equipment to Timepayment in *************. I leased the equipment from a company ** ******* located in ******. Also, no where in your lease agreement states that I am to pay for the shipping costs to *************.  If I am to return the equipment with my responsibility to pay for the shipping, I would gladly do so to the company that I leased it from located in ****** **********, not ********** *************. That is deceitful and dishonest. Furthermore, at the time I contacted Timepayment in July, I spoke with your representative *********************, and she informed me that I had 1 more payment due in August and then my lease could be cancelled, that was 100% dishonest, because my lease was over in February.

  I stand by my comments that your company is dishonest and scammed me.

  
  Regards,

  ******

   

   

  

  Business Response

  Date: 11/02/2023

  Please be advised that TimePayment's records indicate your end of lease term as April 2023. TimePayment did not receive notice from you of which end of lease option you were choosing, and per the lease terms, the agreement went to a month-to-month rental. Per the lease terms, you have the option of returning the equipment to a place of TimePayment's choosing. You may contact *************** ******** to see if they can assist with the return of the equipment.

  Customer Answer

  Date: 11/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  Once again, your response inadequate.  Nowhere in the lease agreement states that I may return the equipment of the choosing of Timepayment. That is deceitful because, even if it was, it is not an exact location. If that information was disclosed to me at the time of signing the agreement, I would have asked "where would I return the equipment"? This is not a blanked agreement saying that, Timepayment may choose a return location worldwide.  This could get really out of hand, and it is extremely deceitful. Further, I know that Timepayment has locations in ******* and ******** ********** for technical support, your representatives could have easily chose to tell me to return the equipment to any of those locations, but instead your representatives instructed me to return it to *************. 

  Further, as you are stating that my lease was up in April 2023, that is not 60 months from February 2018, that would be 62 months. Nevertheless, your representative still told me that I had 1 more payment due in August, which is dishonest. 

  I stand by comments and based on your responses, I have a very valid reason to be upset and think that I got scammed.
  
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:09/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a guarantor on an equipment loan provided by Timepayment to an LLC of which I am a minor partner **************** LLC). Payments of approximately $579 are due monthly for repayment of the loan. Highwater LLC entered Ch 11 Bankruptcy in April, 2023. The case was dismissed July 13th, 2023 cooperatively by the judge to allow the partners to more easily broker a sale of the business without the judge's oversight. On September 9th, I received a credit monitoring alert that noted a change in status for the Timepayment equipment loan. It showed that our account was ****************** July, and *************************************************************************** notifications from Timepayment of the alleged delinquency in payments, yet they appear in my credit report (but not that of any of the other partners, even though I am only a guarantor)However, Timepayment and other creditors were notified by our lawyers of the Ch 11 bankruptcy filing, and it appears that Timepayment did not suspend repayments during that period, as the ******************************************************************** May (which is was during our Ch 11. I have contacted Timepayment now twice, once on 9/11/23, and again on 9/19/23 to ask to resolve the issues. On the first call, the representative asked for proof of dismissal of the bankruptcy case, which we emailed immediately after on 9/11/23. We received not response from. On 9/19/23, I called again, was told they received the dismissal, but that the representative could not help me check whether the account was current, whether they had made a mistake filing late payments during our bankruptcy proceedings, or whether they could remove the credit dings from my report. He said I'd simply have to wait for a call from the legal department (which is what he said 8 days ago) and could not provide me with direct contact information or any other help in resolving this issue.

  Customer Answer

  Date: 09/30/2023

  I have not heard from the business in response to my complaint. I also wrote a personal email to the business to notify them of my concerns and that I had submitted a complaint via the BBB. I'm unsure of how else we may be able to proceed here, but I am concerned my credit will continue to suffer because we are unable to get in contact with TimePayment to resolve the issues. 

  

  Business Response

  Date: 10/19/2023

  TimePayment suspended collections efforts during the months that we were notified of your bankruptcy, however invoices still generate for amounts due on the lease. A review of your account indicates that the account has been made current and an update to your credit has been requested.

  

  Business Response

  Date: 10/19/2023

  TimePayment suspended collections efforts during the months that we were notified of your bankruptcy, however invoices still generate for amounts due on the lease. A review of your account indicates that the account has been made current and an update to your credit has been requested.

  Customer Answer

  Date: 10/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair 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 recently entered into a lease with Quick Spark. The company that manages the payments to the lease is Time Payment. I submitted my first payment on 8/30. Later that day, I checked my account. It showed the 8/30 payment and then showed that the payment had been reversed that same day. The next day, I attempted to submit another payment. One day later, 2 payments were taken from my checking account. I called to receive clarification on their billing as my account showed one payment had been returned but, somehow, 2 payments were subsequently taken. I also requested a refund of the overpayment. **************** seemed friendly and I was told it would take approximately 5 business days for me to receive the refund. Approximately 1 week later, I was told it would have to be a paper check rather than a direct deposit to my bank. Several days later, I checked on this again and I was told the refund hadn't even been started. ******, a manager at Time Payment, told me he was waiting on the 2 payments to clear. To be clear, these payments cleared on 9/1 and I was speaking to ****** on 9/12. I told ****** this refund needed to be a priority and I needed to have the check overnighted to me. ****** said he would email me soon and would expedite the check refund. I didn't receive an email from ******. I called Time Payment and, after 45 minutes, I was sent to a general voicemail. I called a second time and, after 25 more minutes, I finally spoke to ******. ****** told me the refund had already been sent electronically on 8/30. I told ************** had already spoken to my bank and no refund had ever been sent. In addition, my account page clearly shows they applied payments to both Sept and Oct. Everything Time Payment has told has been a lie. This was devastating to us as we paid $1,500 to initiate the loan and we have now racked up hundreds in NSF fees because of bills we haven't been able to pay.

  Customer Answer

  Date: 09/24/2023

  Ultimately, the company resolved this issue but I took steps others ordinarily wouldn't have taken or wouldn't know to take. **************** at the line level, including supervisors, talked to me in circles and, after weeks of delays, instructed me to report the duplicative payment to our bank. This would've required us to wait weeks for our bank to respond. Instead, frustrated, I wrote to the *** of the company and this email was forwarded to ***************************, Vice President of Operations at TimePayment. One ************** became involved, I received the refund within about 4-5 days. During the lengthy wait for this refund, we racked up over $200 in late charges and returned item fees from many other creditors. We are now fighting each of these companies to try to have these reversed. Hopefully, TimePayment will fix the billing issues which caused this problem for us. I have included an email from ************** which describes what they discovered. 

  ***********************, 

  
  We still have an open ticket with our technical team to investigate the specific events that occurred on your account. Upon my initial review, it appears there were a series of events that contributed to the confusion surrounding your double payment and subsequent refund delay. 
  
  Reversal on August 30th: Our records indicate a reversal on August 30th, but I currently lack specific details regarding this transaction. Our technical team is diligently working to retrieve this information for a more comprehensive understanding.
  Payment Timing Issue: Immediately following the first reversal, there was an additional automatic attempt for payment. Additionally, it appears that you manually processed the same payment online on August 31st, resulting in two successful payments.
  Refund Delay Factors:
  Payment Clearance: Typically, the clearance period is 5-7 days.
  Refund Policy: Your invoices generate 26 days in advance, and as of September 9th, 2023, the invoice for October 5th, 2023, had already been generated. Consequently, the payment processed through our portal was applied to this valid invoice. Making it appear as though there was no overpayment to refund. 
  Note: The initial reversal (on the 30th) may have also contributed to some confusion.
  Unique Circumstances: The unique circumstances surrounding these events were not initially recognized when the refund request was reviewed. Our team at TimePayment is looking into this so we can prevent this from happening in the future.
  
  We appreciate your patience throughout this process and apologize for any inconvenience.
  
  Sincerely,

  
  ***************************
  Vice President of Operations, TimePayment
  ******************************************************
  ************
  Mobile: ************