Complaints

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

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  Paymentus Group, Inc

  13024 Ballantyne Corporate Pl STE 450 Charlotte, NC 28277-4446

• 

  Paymentus Group, Inc

  13024 Ballantyne Corporate Pl Ste 400 Charlotte, NC 28277-4322

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:11/24/2025

  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.

  Link to this company is provided on the autopay section for *******************. I signed up for autopay from my checking account and missed that it was a third-party and I was going to be charged a $1.89 service fee for the same autopayment that ******************* also provides for free.The second time it was set to occur I noticed it on the bill I received on 11/21. I contacted ******************* and they walked me through removing the authorization. On 11/24 I was charged by Paymentus with the service charge as well as by ********************I contacted Paymentus and they told me I should have stopped it at least by 11/20 the day before I received my bill as it is an echeck and takes a few days to process. They said they could not reverse the charge.I cancelled the day I received my bill and was charged 3 days later. This is fraudulent and they should have offered to reverse or credit the ********* is also very deceptive that this third-party payer is linked from within the *** website so someone can unknowingly sign up for the same auto-pay service from a bank account but with a service charge tacked on. This is very confusing.

  Business Response

  Date: 11/25/2025

  Hello ***,
  
  Thank you for your feedback.

  If you require any further clarification, I invite you to contact us to discuss how the ******* works along with any service fees that may apply. Within this complaint, I noticed that the desired settlement is that you do not wish for us to contact you, so I will honor that request.

  For your convenience, I have included a link to our payment authorization terms: *************************************************************************************************
  
  Also of note is that a check box stating the following is presented in order to complete an AutoPay registration.
  
  "By selecting the box, you authorize the above scheduled payments from the account shown. This authorization is valid until you cancel it through the customer portal or by calling your ******** customer service number. Cancellation requests must be received at least 3 business days before the next scheduled payment due date."
  
  Please contact us by phone or email if you wish to discuss further. Your case number with us is 06783404.
  
  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************************************

  Customer Answer

  Date: 11/26/2025

   
  I am rejecting this response because:
  The signup process is deceptive.

  1) It appears the customer is signing up through *** as the links are provided on the *** site.

  2) The exact same bank withdrawal is available through *** without a fee.

  3) Clicking a box and agreeing to the terms is becoming so widespread and normalized ( such as "Apple Terms And Conditions") that most customers do not read the terms of it a business they trust and they cannot disagree and still receive the service. I need ******************* to supply my home, therefore I will agree to any terms and conditions they require to make that happen. It is not clear enough that this is not *** whose terms are being agreed to.

  4) The terms and conditions fail to state in large bold print or some other way that this is not *** and that there is a direct no-charge option available. No one would accept charge if they clearly understand. That you have customers who pay the fee demonstrates the current sign up is deceptive.

  Business Response

  Date: 11/28/2025

  Hi ***,
  
  I understand your frustration and point of view. 
  
  The no fee options are listed clearly on the ******************* website; ******************************************************
  The Paymentus option clearly states that there will be fee as well.
  
  CNG may have multiple payment channels available on their site. What they offer is ultimately up to them. If they have provided an option to make a payment without a fee, and you wish to exercise that option, please do so. If one of their options redirects you to our platform, and there is an associated processing fee, you will be notified of the processing fee within our platform before the payment processes.
  
  This notification happens in 3 places.
  1. During the AutoPay setup there is a notification stating "A Variable Processing Fee will be added to each payment".
  2. Below that within the setup, the ****** clearly indicates that the Total ****** will be "**** ****** + Processing fee".
  3. Once the setup is complete, and email is sent with the same indication; the Total ****** will be "Bill ****** + Processing fee". 
  
  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************

• Initial Complaint

  Date:09/18/2025

  Type:Sales and Advertising 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.

  Violation of *************** refuses to remove personal data

  Business Response

  Date: 09/23/2025

  Hi *****,
  
  I see that a case is already open with us in this regard. I will have a supervisor follow up with you to address any further questions or concerns.
  
  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************

• Initial Complaint

  Date:08/29/2025

  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.

  Used Paymentus, which was the third party used by Lucas County Treasurer, to pay my bill. After many phone calls with Lucas County Auditor, Lucas county Treasurer, my bank, & Paymentus, the source of my payment to this company not going through was due to Paymentus. I have talked to several customer service **** from **********************, who blamed my bank, & after much discussion with my bank, which found no issues preventing payment on their end, I called Paymentus again to tell them this, then Paymentus told me to wait a couple of ************ would be resolved. It was not.I also had an issue with ************ payment not going through & spoke with a representative, who said to call ********'s third party service who I used for payment, & when I asked who the third party was, I was told it was Paymentus. I will not go through all the hassle with Paymentus again & will use other methods for payment.

  Business Response

  Date: 09/01/2025

  Hi ********,
  
  I will look into this and reach out to you directly with a full explanation. 
  
  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************************************
  

• Initial Complaint

  Date:07/17/2025

  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.

  We are having difficulties paying with auto-pay connected to our checking account two utility bills that both use Paymentus as their payment processor. Below are the case numbers with Paymentus. The first, 06507186, is our case number with Paymentus for the ************** bill, and the second, ********, is our case number with Paymentus for our ************ bill. In both cases, the utility companies hired Paymentus to handle their payment processing, and Paymentus is not properly accessing our bank account. We've contacted our bank and they are simply not seeing the requests for the payments, so they've had nothing to deny or accept. In the case of ************, we had auto-pay set up for years, same checking account, and suddenly, they can't locate our account. In the case of **************, the problems began immediately in Jan/Feb 2025 when we opened an account. We've been forced to pay by credit card manually or by phone, and received several letters from the utility companies saying "check returned," or "account not found" and threatening collections and placing limits on our accounts such as NO CHECKS ACCEPTED, even though the problems are solely on their end. The problems seem to be on the Paymentus side.

  Business Response

  Date: 07/18/2025

  Hi ******,
  
  I will work with our senior level agent and processor on both of these cases and escalate as necessary in order for you to be able to pay by checking account as desired. I will reach out to you directly with an update.
  

  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************************************
  

  Customer Answer

  Date: 07/18/2025

   
  I am rejecting this response because:  It does not yet resolve the issue.  The response promises to reach out to upper level management and to escalate as needed, but so far we don't have the actual resolution.  I'll happily accept the response as soon as the problem is resolved.  Thank you! 
  
  

  Business Response

  Date: 07/21/2025

  Hi ******,
  
  We have re-opened the case, and will reach out to you again via email. The email will be coming from our general email address; *************************************************************.
  
  Regards,
  **** *********
  Manager, Customer Care
  t: **************
  w: ****************************

  Customer Answer

  Date: 07/21/2025

   
  I am rejecting this response because:   Problem still hasn't been solved.  Again they are just saying they will look into it.  I haven't yet received any direct communication from Paymentus since I filed this BBB complaint.  
  
  

  Business Response

  Date: 07/25/2025

  Hi ******,

  We have been in contact with somebody by the name of Maury by phone. We called and spoke with him on July 24th.

  If you would like, you can reach us by calling **************, or emailing *************************************************************, and refer to either this complaint number (BBB complaint ********) or our internal case number which is Case # ********.

  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************************************

  Customer Answer

  Date: 07/28/2025

   
  I am rejecting this response because:    Unfortunately the problem is still not resolved.  Paymentus comment states that a Paymentus representative spoke to my husband.   Paymentus representative suggested to my husband that we contact our bank, ************ to find out if a block was placed on payments through Paymentus.  I have already called our bank before about this and after receiving this advice again from Paymentus, I tried again using the Originator ID number that ********************** provided.  *********** Bank's   answer remained the same:  There are no blocks to any vendors.  That Originator ID number doesn't show up anywhere in relation to our account.  The bank can only place a block if the customer requests it (which I did not) or if there is insufficient funds (and there are sufficient funds, so that's not the issue). **************** has no record of any stop payments or blocks to vendor payments at all for the past 2 years of history.  I told *********** about the Originator ID number that the ********************** representative provided to my husband.  It did not lead to any further answers.  *********** can't reject a payment that they're not seeing a request for.  We've follwed all other advice from ************** and ************, the two companies that both use Paymentus as their payment processor.  We've followed all advice from Paymentus.  The problem still hasn't been resolved.  
  
  

  Customer Answer

  Date: 07/31/2025

  
  Date Sent: 7/28/2025 3:33:04 PM
   
  I am rejecting this response because:    Unfortunately the problem is still not resolved.  Paymentus comment states that a Paymentus representative spoke to my husband.   Paymentus representative suggested to my husband that we contact our bank, ************ to find out if a block was placed on payments through Paymentus.  I have already called our bank before about this and after receiving this advice again from Paymentus, I tried again using the Originator ID number that ********************** provided.  *********** Bank's   answer remained the same:  There are no blocks to any vendors.  That Originator ID number doesn't show up anywhere in relation to our account.  The bank can only place a block if the customer requests it (which I did not) or if there is insufficient funds (and there are sufficient funds, so that's not the issue). **************** has no record of any stop payments or blocks to vendor payments at all for the past 2 years of history.  I told *********** about the Originator ID number that the ********************** representative provided to my husband.  It did not lead to any further answers.  *********** can't reject a payment that they're not seeing a request for.  We've follwed all other advice from ************** and ************, the two companies that both use Paymentus as their payment processor.  We've followed all advice from Paymentus.  The problem still hasn't been resolved.  
  

  Business Response

  Date: 08/01/2025

  Hi ******,

  We can certainly try again with our processor. We will have them confirm why there is a decline. All indications are that it is coming from the bank.

  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************************************
  
  

  Customer Answer

  Date: 08/01/2025

   
  I am rejecting this response because:  Paymentus still hasn't solved the problem
  
  

  Business Response

  Date: 08/12/2025

  Hi ******,
  
  I understand that this can be frustrating. We have thoroughly investigated the issue on our side. The returns came from the bank (***********) to our processor to us. There is nothing within our system that is blocking the payment or causing it to return. We have had a engineer confirm these findings, in fact our engineer is checking again with our processor. 
  
  If you do not wish to use a credit or debit card, I can only suggest that you use a different bank account.
  
  Note: I have not seen a payment attempt on either utility company with your banking info since June 25th (Returned July 1st)
  
  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************************************
  
  

  Customer Answer

  Date: 08/13/2025

   
  I am rejecting this response because: It still hasn't solved the problem.  I suggested to Paymentus that either they speak directly with **************** or that we have a 3- or 4- way call with representatives from each company who can determine what the issue is.    Both my husband and I have spoken multiple times to each party involved - *************** Paymentus, and ****************.  Everyone is claiming the problem lies with the other company.   In the mean time, Paymentus has continued to bill us $15 "returned payment fees" even though we have been paying by credit card for the last several billing cycles, since there is a "no checks /*** allowed" red flag on our account.  **** ********* of Paymentus mentioned in his BBB response that he hasn't seen an *** attempt with our banking info since June 25th (returned July 1st).  Why would Paymentus still be attempting *** payments if we've been paying by credit card due to the problem with the *** payments?  Not only are they still trying to do something that hasn't been working, but they've continued to issue us $15 "returned payment fees."  We paid our bills via credit card on July 22, July 2, May 27, etc.  Each payment by credit card goes through correctly.  There should be ZERO returned payment fees on our bill.  ************** says they cannot remove them because Paymentus put them there.  
  
  

  Business Response

  Date: 08/25/2025

  Hi ******,
  
  I have reached out to you and your husband directly via email with some additional information regarding the fees.
  
  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************

  Customer Answer

  Date: 08/25/2025

   
  I am rejecting this response because:  Paymentus has still not resolved the problems.  This is perhaps the 5th or 6th time I've had to send a "rejecting this response" message through BBB.  I really do appreciate the BBB's help, however, because without it, we were getting ZERO responses from Paymentus.  They only started responding once BBB became involved, so that is appreciated, but unfortunately, Paymentus is still doing an excellent job of not actually solving the problem. 

  They've again blamed the extra fees on *************** and ************** blamed it on Paymentus.  I've repeatedly asked the companies to speak directly to each other about this matter, and this request has been ignored.  After all, Delmarva is supposed to be Paymentus' customer, if they process payments for them, right?  Regardless of which business is responsible for attaching the "returned check" fees to our ************** bill, it is Paymentus that keeps telling ******** that they're making payment requests on a checking account that ********************** is also saying they are unable to complete a payment on, so that is why the fees keep popping up.  As stated before, they shouldn't have made the last several months attempts on our checking account, as we removed that account as a payment option (since it wasn't working anyway) and we've been paying by credit card.  Not only are we paying extra fees for the "privilege" of paying by credit card, but we've also been forced to pay the repeated $15 per attempt "returned payment fee" 

  All our payments have been made on time and there should be zero returned check fees on our account.  If ********************** cannot work with *********** Banking for ACH payments, nor will they accept a paper check mailed through the ***** then they also need to remove the fee they are charging for us to use credit cards.  

   

   

  
  

• Initial Complaint

  Date:07/15/2025

  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.

  Very basic, I called in to Paulding County Water to process my water bill payment as usual, went through the automated Paymentus system and received notice in the automated system that my payment was successful and was provided a confirmation number. Since I have done this 100 times, I didn't write down or otherwise store that confirmation number outside the call that should have been recorded. The payment was never processed. My water was not only disconnected but I was also charged a $50 service fee. Furthermore, when I addressed this issue to Paymentus customer service, I did not receive any meaningful help, and the call was either intentionally disconnected or dropped with no follow up call made back to me afterward. I am requesting the $50 fee to be reimbursed to me because of this issue.

  Business Response

  Date: 07/18/2025

  Hi ********,
  
  I require some further information from you in order to assist. I will reach out to you directly with my inquiries.

  I am confident that we can assist and find an appropriate resolution.

  We will be in touch.

  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************************************

  Customer Answer

  Date: 07/18/2025

   
  I am rejecting this response because:
  I have not received any communication from this representative by text call or email

  Business Response

  Date: 07/21/2025

  Hi ********,
  
  I will try reaching out to you again via email. The email will be coming from our general email address; *************************************************************.
  
  Regards,
  **** *********
  Manager, Customer Care
  t: **************
  w: ****************************

• Initial Complaint

  Date:07/06/2025

  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.

  Paymentus provides payment transaction services for merchants. The Paymentus consumer portal does not allow me to directly remove auto-pay, and I cannot remove a payment method directly through their website. They message that I need to contact the merchant directly. There is no reason that I should have to go through the merchant to change any payment-related information. This is clearly a deceptive practice to ensure consumers have no direct control of their payment set up or payment account information to keep consumers from changing or stopping automatic payments.

  Business Response

  Date: 07/07/2025

  Hi ****,
  
  There are a few reasons why you may not be able to edit or remove an auto pay on your account.
  I would like to look into this for you and will reach out to you directly in order to assist.
  
  Regards,
  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************

• Initial Complaint

  Date:06/25/2025

  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.

  The last 3 payments to Worldmark using Paymentus, I been getting charged a $5.00 late fee. I pay my bill the month before the due date on the first of every month. So my records show that I should have current since May 1st. They need to fix this problem with there payment process. If this continues, I will take legal issues on them

  Business Response

  Date: 07/04/2025

  Hi ******,
  
  I see the payments you made on our site each month for the past 10 months or so.
  I will reach out to you directly to discuss the dates/amounts, and timing of the payments. The late fees are not something that we control or apply to an account, but I can at least get you to the right place in order to have it addressed.
  
  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************************************
  
  

• Initial Complaint

  Date:05/06/2025

  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 try to pay my bills on time to the City and Borough of ******. After making a payment online through paymentus, I receive an email that says the payement has been made. 6 days later, I get an email saying that the payments did not go through because of an account discrepancy on one and the other said that the "account was closed". In the meanwhile, I'm being charged two "return payment fees" and because it took so long, now a late payment fee too. This is despite the fact that I have plenty of money in my accounts. I have requested an audit of paymentus to see how many. "return payement fees" are being assessed to residents of ***. I would also like to know how the City is paying this company or if they only make money from fees. I have never paid so much extra when trying to simply pay bills.

  Business Response

  Date: 05/09/2025

  Hi *****,
  
  I found 2 payments to the City and *****************, made in April that were returned due to "No account/unable to locate". I will reach out to you directly with more information as requested.
  
  **** McLachlan 
  Manager, Customer Care
  p. ************
  e. *************************************************************
  Paymentus
  

• Initial Complaint

  Date:02/14/2025

  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.

  Pse&g charged me by accident, gave me a credit. It was significant. ***** supervisor told me this company has to credit my card,they use a third party. Called this company and they refused stating they don't do that. Pas&g called back,insist they must

  Business Response

  Date: 02/18/2025

  Hi *****,

  I will locate the payment and have a supervisor reach out to you directly to discuss options. We will reach out by phone and email in order to make contact.

  Regards,

  **** *********
  Manager, Customer Care
  p: **************
  ****************************

• Initial Complaint

  Date:01/19/2025

  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 went to make my car payment, and was directed to this shady company. All through the process, the inconvenience fee (intentionally worded this way) was never mentioned. Only AFTER hitting submit did I get a copy of the receipt showing that these a$$holes charged me $10.00 for an undisclosed fee. I expected the normal $1.95 fee even though no charge was disclosed. But $10.00!? Had I been notified, Id have paid in person. I want a refund, an apology and a guarantee that the EXACT amount of a fee will be disclosed to everyone forced to use this ***** company to pay a bill. Short of all three of these, my next step is filing complaints with the ******** and contacting an attorney to pursue class action status

  Business Response

  Date: 01/23/2025

  Hi ****,
  
  I would like to look into this for you.

  Our convenience fee is posted online in order to inform our customers of the fee before the payment is processed. Generally speaking it is presented just before the final confirmation of the payment giving you a chance to cancel. I will reach out directly with a few questions and assist you with this, and make sure we address all concerns. 
  
  Regards,
  **** *********
  Manager, Customer Care
  p: **************
  ****************************

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:
  
  It wasnt stated the amount until AFTER I hit the submit button and got my receipt. And $10.00 to process a debit card transaction is beyond ridiculous.
  

  Business Response

  Date: 01/24/2025

  Hi ****,
  
  On the Quick Pay site that is linked to Prestige's website, it informs the consumer as follows:
  
  In step 1, there is a message informing customers "You'll be able to review final payment before processing". 
  In step 2, it informs customers of all 3 of the following components before you click "Submit Payment" as follows.
  
  * Payment
  * Processing Fee
  * Total Amount
  
  **** *********
  Manager, Customer Care
  p: **************
  ****************************
  

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:
  
  As previously stated, the fee disclosure was NOT shown until after I hit submit. After contacting the ***************************** I found out theres an active investigation against this company for fraud and deceptive business practices, as well