Business Profile

Payment Processing Services

Paymentus Group, Inc

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

23 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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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: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
Initial Complaint
Date:12/18/2024
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.
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:
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.
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: **************
****************************

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Paymentus Group, Inc is NOT a BBB Accredited Business.