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:11/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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:

  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 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
  **************
  ****************************
  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 2, 2024, Paymentus processed a payment for BGE in the amount of $1786.24 but it was unauthorized. Account #********** BGE placed a block on my account preventing ACH payments being processed due to insufficient funds as of October 2023 and they even preventing me being able to access ACH payments as option. I spoke with a representative at Paymentus and she simply told refused to believe that I spoke with a BGE representative, in which I have and they have noted my account that I am due a refund for their system error of overriding the flag BGE placed on my account.

  Business Response

  Date: 08/07/2024

  Hi ******,

  We will be calling you today to discuss the details of the transactions and what we are able to do for you. Thank you for providing the details in order for us to assist.
  
  Note: We will also listen to the call that you made to our center and coach our agent appropriately.
  
  ***************************
  Manager, Customer Care
  o: **************
  ****************************

• Initial Complaint

  Date:07/02/2024

  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.

  July 2, 2024 Paymentus is charging a $13.75 fee on *************** payments of $37.95. At the end of April 2024 the fee was $1.75. This increase creates a hardship for unemployed people trying to hold on to health insurance. The innitial claim is that they are simply passing on the fees that the credit card company's charge. When questioned, nor reason for the exhorbitant increase is offered.

  Business Response

  Date: 07/03/2024

  Hello,

  The difference in fees that you describved is very unusual. I will look into this and contact you directly.

  We will be in touch today.

  ***************************
  Manager, Customer Care
  t: **************
  w: www.paymentus.com

• Initial Complaint

  Date:06/24/2024

  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.

  Ever since *********** switched to the Paymentus system in March (approximately) my ebills have stopped hitting my inbox. I've been actively calling ******* Gas to fix this every month and I get a different answer every time. The latest phone call with a representative at *********** says Paymentus is actively working on this. You've been actively working on this since March. This is getting out of control. Please fix this immediately.

  Business Response

  Date: 06/26/2024

  Hi ******,
  
  I'll look into this. We will do what we can to resolve this issue as quickly as possible and reach out to you directly. 
  I will be in contact with you via email and by phone toimorrow, June 27, 2024.
  
  If you wish to contact us directly, you can via email *************************************** or by phone ***************).
  
  Regards,
  ***************************
  Manager, Customer Care
  t: **************
  w: ****************************

  Customer Answer

  Date: 06/26/2024

   
  I am rejecting this response because: Do NOT call me. I will be busy with a producer all day this week. Email only.
  
  

  Business Response

  Date: 06/27/2024

  Hi ******,

  Thank you for this information. I will not call you. I will assist via email as requested.

  ***************************
  Manager, Customer Care
  t: **************
  w: ****************************

   

  Customer Answer

  Date: 06/27/2024

   
  I am rejecting this response because even though your email states "I am looking into why you have not received an electronic copy of your ************ bill." ***** wasn't much substance to it.  I'm not hearing any acknowledgement on your part that this has been a known issue since MARCH! *********** has said they've been working with your team for several months now trying to rectify this. And every month I call them to ask why I didnt get an ebill, it's a different answer every time. One time I was told that ******* called you and fixed it and I should be seeing the ebill next month. Another time I Was told that with the new payment system I wont get an ebill for 2-3 billing systems. Another time I was told this was a "known issue". These sound like 3 separate stories. Are any of these true? No... If they were, we wouldn't be having this problem. You've offered no details whatsoever about what's going on behind the scenes, what is causing this, and what to expect going forward. No plan of action. This is ridiculous that *********** cannot resolve this, but if they can't resolve it, it's because of your team. What is taking your company so long? I put out a reddit post about this and got 2 responses and one person made it sound like *********** tried to shut off their service, and the customer realized their gas bill hadnt been paid in months because they weren't even getting ebills any more so they didnt remember to pay the bill. That's outrageous. This whole thing is outrageous. Please outline a detailed plan to get this fixed for all the customers by next month (July 23rd). Because apparently this issue is only affecting certain customers and I'd like to know why.
  

  Business Response

  Date: 06/28/2024

  Hi ******,

  I have reached out to you directly with additional details. Thanks for your patience.

  ***************************
  Manager, Customer Care
  t: **************
  w: www.paymentus.com

  Customer Answer

  Date: 06/30/2024

   
  I am rejecting this response because: telling me that there is no timeline for resolving this is not acceptable. This has gone on for too long. Please resolve this by the end of July. Please kindly see to it that my ebill shows up to my inbox this time (come July 23rd).  Make sure to touch base with me to see if this has resolved itself at that time.

• Initial Complaint

  Date:04/22/2024

  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.

  My city recently changed pay providers to this one. I could not log in. When I tried to change my password, it would not let me because it said the answers to my security questions were wrong. I assure you they were not. If that was not frustrating enough, THERE WAS NO WAY TO COMMUMICATE WITH THIS COMPANY!!!!!!!!!!!!!! My time is valuable. What a crappy service. I paid my water bill for the next several months and will be finding a different way to pay. If you are going to offer a service, have an obvious way for people using your service a way to contact you.

  Business Response

  Date: 04/23/2024

  Hi *********,

  I would like to see how we can assist you.

  I will call you direct and reach out from our system via email.Yyou can also reach us by calling ************** and an agent can assist you with logging into the portal.
  

  ***************************
  Manager, Customer Care
  t: **************
  w: ****************************
  
  

• Initial Complaint

  Date:02/13/2024

  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.

  Paymentus Case # ********. On January 29, ****, I used Paypal to make a bill payment in the amount of $725 to ********** for my insurance policy premium. Paypal is using Paymentus as a payment processor for its bill payment service. Paymentus failed to deliver my payment to the payee as of today, February 13, ****. Paymentus representative acknowledged that the payment was not sent to the payee. However, she could not provide an estimate when it will be done. Paymentus assigned a Case # ******** to this issue. I kindly request that Paymentus remit the payment to the payee, **********, as soon as possible in order to avoid cancellation of my policy.

  Business Response

  Date: 02/13/2024

  Hi *****,

  This issue has been escalated internally for a resolution. We will look into this further and reply to you directly today.

  Regards,
  ***************************
  Manager, Customer Care
  t: **************
  w: ****************************
  

• Initial Complaint

  Date:09/28/2023

  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 made a payment with ******************* on July 19 paymentus is their processing company payment was cancelled due to fraudulent activity on account payment was refunded on August 14 im yet to receive my money Ive been given a confirmation number but all they can tell me is that it processed n told me to take it up with card company if they have confirmation shouldnt they be w to trace location here is the confirmation **********

  Business Response

  Date: 10/04/2023

  Hi ******,
  
  I am reviewing your concern and will reach out to you directly to discuss in detail. 
  There is one other step that we can take with your financial institution in order to take care of this. 
  
  Regards,
  ***************************
  Supervisor, ************* | ********************** Corp.
  t: **************
  w: www.paymentus.com
  

• Initial Complaint

  Date:06/30/2023

  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.

  Paymentus is contracted by the ************** for their online payment portal. When my elderly mother was the victim of identity theft and needed to freeze her checking account, she opened a new checking account for the autopay of bills, attached it to her Wallet as the default account and deleted the now frozen account. For the next THREE MOTHS, we had to make between **** phone support calls for repeated failures with their autopayment scheduling system continuing to attempt to pass ACH transfers from the deleted account. Since the original autopayment schedule had been created over the phone with a representative, the schedule could not be edited or deleted via the portal. In addition, no other schedules could be created until it was deleted. Paymentus reps consistently refused to assist with, address, or even UNDERSTAND this easily resolved issue and have now blocked the account from checking account transfers for repeated returned transfer payments that they knowingly keep submitting incorrectly.If there were any other option for the ************** to process their water/sewer payments, they would be well advised to utilize them as the customer service is atrocious, technical understanding of issues is sub-par, and reps insulting.

  Business Response

  Date: 06/30/2023

  Hello sir,

  I thank you for your feedback and appreciate the time you took to call ** and provide these details. I will give you a call to discuss this further and hopefully resolve any outstanding issues for you.

  ***************************
  Supervisor, Customer Care
  **********************
  t: **************
  
  

• Initial Complaint

  Date:04/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********

  **************************************

  SUITE 207

  ************, ** 06109

  Customer Answer

  Date: 04/21/2023

  I was charged ***** for an expedited check payment. I did not make ab expedited bill payment. I saw a charge on my Bank statement and called the bank. The bank said it was not charged by them but Payveris. They said they would have them call me in 6 weeks. I went online to tey and contact them. ******** said they have no affiliation with my bank to contact the bank. I informed ******** I had already contacted them they said they are a software company. I went to the bank today and was told. Payveris is not going to contact me they followed all procedures and called me before the transaction took place. I never recieved a call. I tried to have the transaction canceled I was told by the bank it would cost $30.00. I have never made an expedited payment before and are not sure how this happened. I did not need to expedite a payment and need to keep this from happening again.

  Customer Answer

  Date: 04/23/2023

  I did not make an expedited payment.I was charged $19.95 for an expedited payment. I contacted the bank to find out what this charge was and they said they did not charge me and Payveris would contact me in 6 weeks. I wanted more information from the bank and they said they cobtacted Payveris and they were not going to contact me or refund my money they had followed all procedures. ******** told them they called me before they charged me. I told the bank I never recieved a call from Payveris and would like to know where they called and who they spoke too. I have never made an expedited payment. The payment I made was to my church. A gift so I had no reason to rush it. I just made the payment was a normal bill pay payment. I would like a refund and find out why this happened. I callled the bank as soon as I daw the charge and asked that they cancel the payment that I did not need it to be expedited they told me it would cost $30. Even though the transaction had not be completed or the check amount not deducted from my account. I jist want to get to the bottom of this and make sure that it does not happen again. In 7 years of me having this account I have never once made an expedited payment I have no need to. I pay my bills welll enough in advance not to need to. This check payment was not a bill it was a gift to the church that could be paid at anytime whenever I chose so there woukd be no reason to expedite it. The check was not a requirement I did not owe money or have a bill or face a late charge. The only thing different I did was make the payment early Sunday while I was in church before 2:00 p.m. I decided to order a check payment while I was in church before I forgot to make it when I got home. Not sure what happened. Thank you.

  Business Response

  Date: 04/25/2023

  Hi *******,
  

  
  I would like to look into this payment and fee for you, however I require some additional information in order to research it. I will reach out to you directly from within our CRM software to discuss further and see how we can assist.
  
  ***************************
  Supervisor, Customer Care
  t: **************
  w: ****************************
  

  Customer Answer

  Date: 04/25/2023

   
  I am rejecting this response because:

  I have responded to **********************, and are awaiting his investigation into this matter. I have responded with the information he requested; the name, date, and the amount of the payment.

  Once he completes his investigation then I will know what occured and how we can resolve this issue to make sure it does not happen again and hopefully, receive a refund for the $19.95 I was charged. Thank you, *******

   

  Business Response

  Date: 04/26/2023

  I have not been able to find your payment on our platform. I will need some additional information in order to locate it.

  I have reached out directly asking for the needed additional details.

  Regards,
   
  ***************************
  Supervisor, Customer Care
  t: **************
  w: ****************************

  Customer Answer

  Date: 04/27/2023

   
  I am rejecting this response because: I was charged $19.95 I have no idea why. If your company was paid $19.95 I would like to know what for. I do not make expedited payments and all my  bills are paid in advance. 

  If no one can tell me what I was charged $19.95 for I would like a refund of the monies paid to your company.

  I have enclosed a copy of the receipt from the bank showing the charge to my account.

  I would like to have the funds returned to me.

  Thank you,

  *****************************

  
  

  Business Response

  Date: 05/05/2023

  The investigation is still in progress, and I will continue to communicate outside of the BBB platform.
  
  Regards,
  ***************************
  Supervisor, Customer Care
  **********************
  t: **************