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Business Profile

Payment Processing Services

Paymentus Group, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

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

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Paymentus Group, Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/15/2025

      Type:Billing Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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

    • Initial Complaint

      Date:12/18/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company charges people for the "convenience" of paying their bill. Something that most companies allow you to do without an extra fee. This company doesn't even offer debit cards as a way around the convenience fee. Instead, you have to give the company your direct bank account information and allow them to siphon the money directly from it. Of course, when (not if) they have a data breach and all of your personal information is stolen, you can expect to have your entire bank account drained. I am sure they will offer a year of free credit monitoring though. In my specific case, I am a customer of **************** in **************. We used to be able to pay our bills without "convenience" fees, but now have to deal with this money grabbing 3rd party company that provides absolutely no additional value to anyone.

      Business Response

      Date: 12/20/2024

      Hi *****,

      Thank you for reaching out. I will contact you directly to address all of your concerns.

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

      Customer Answer

      Date: 12/20/2024

       
      I am rejecting this response because: 

      Here is the problem ****, the debit card option still charges you a $2.00 convenience fee. I switched to the debit card to try and avoid the fee but was still hit with it. That is not acceptable because you don't pay a service fee to the bank for debit card usage (or if you do, it is greatly reduced). You state the convenience fee is agreed upon based on the business relationship between Paymentus and ***************** That is nice, but I am the one paying it, not **************** and I never agreed to it.



      There are many other companies that are *** and PII complaint with extensive security measures that have had several data breached, so that means nothing. 


      I am requesting a refund of the $2.00 charge for debit card usage I was hit with. I have sense changed my payment option to the only one that has no fee (direct bank draft). Should your security fail and my information is released, you will be hearing from me again, and it won't be cordial.


      Business Response

      Date: 01/06/2025

      Hi *****,

      Unfortunately, we cannot refund the $2.00 service fee. As per the terms and conditions, it is for the use of our technology platform. 
      I suggest that you contact **************** to see if there is anything that they can do for you. 

      We appreciate your concern and assure you that your data will remain secure.

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

    • Initial Complaint

      Date:11/15/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Entered by BBB staff LO Consumer states she previously paid her ************ bill through this website because she was redirected from their site. She did not select to have her payment information stored. She went in to pay her bill again and her payment information was stored. She tried contacting the business to remove her information and they told her she had to contact Enbridge. She contacted Enbridge and they told her they could not remove her information either. The business told her she had to go online to remove the information but she does not want to set up a profile.

      Business Response

      Date: 11/18/2024

      Hi *****,

      I am sorry to hear that nobody was able to assist. We will reach out to you directly to resolve this.

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

    • Initial Complaint

      Date:11/07/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Automatic payment for our electrical bill (with ******************* was set up with Paymentus. Today we learned that Paymentus had not paid our bill on time. We cannot determine Our automatic payment with Paymentus is functioning. We cannot determine how to cancel it. When we reach their customer service center, they refer us back to **** This is a never-ending nightmare.

      Business Response

      Date: 11/12/2024

      Hi *******,

      I have located your account and the automatic payment that you have set up on our platform.
      We will reach out to you directly with a resolution.

      If you would like to contact us, you can by phone or email, and can refer to our case # ********. 

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

    • Initial Complaint

      Date:09/23/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a $9.99 on my Amex statement from the company, and I didn't recognize the charge. I called, they were very polite, but after 15 minutes of being on hold, after giving them my phone number, address, company name, and last digits of my AMEX number, they still can't tell me what the charge is for.

      Business Response

      Date: 09/24/2024

      Hello,

      Apologies for the lengthy hold that you experienced. I am sure that we can determine the reason for the charge quickly and easily. I will have an expereience agent contact you to help sort it out.

      **** *********
      Manager, Customer Care
      **************
      ****************************

    Paymentus Group, Inc is NOT a BBB Accredited Business.

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