ComplaintsforExpertPay

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 27th I use the expertpay website to make a payment for my child support in the amount of $360. Upon submitting the payment the web page froze and sent me back to the submit page again without a confirmation number. I then prceded to submit the form again thinking that my payment hadn't been processed. On January 30th i noticed that $360 had been taken from my debit account twice. After contacting them and explaining the situation I was informed they could stop the transaction for a fee of $20. That will be taken from the amount that I am reimbursed. I feel that is unfair for something that was caused by their own websites performance.

  

  Business response

  02/08/2024

  Reviewing the account on file, I see that two separate payments were submitted on 1/27/24 with an effective date of 1/30/24.  I also see that two separate confirmation emails (one for each payment) were sent to the email address on file.  These confirmation emails provided different Transaction IDs for each payment.  Furthermore, when the payments were submitted, the system walks the user back to the Payment Center where both transactions would have been visible.   At this point, the user has the ability to cancel one of the payments without any fee until 8:00 PM the night before the effective date.  In this case, the user had 3 days to cancel the payment without a fee.  ExpertPay does not know what is owed on the case. ExpertPay provides the tools to the user to manage their account and only does what the user tells it to do.  Between the two separate emails, the payments being shown in the payment center and ample time to cancel payments, stop payments have a $20.00 fee associated with them.  Our Terms of Service clearly states what our fees are and require they are agreed to at the time of registration and at the time of payment.  

  Customer response

  02/08/2024

  First, there is no information explaining how that works and the last time I tried to cancel using the cancel button before a payment date the payment still went through and when I called in I was told that you can't cancel using that method you have to call in. 

  Second, I have never received a confirmation email for any of my transactions.

  Third, I have explained that there was a glitch in their system. I was not sent to the confirmation page or the home page as they say is supposed to happen. I was sent back to the submit page and clicked the submit button again because I didn't know a payment had gone through already. If I had known I wouldn't have submitted a second transaction and would have called before the money had been taken out of my bank account. 
  Regards,
  
  ******* ********

  

  Business response

  02/13/2024

  ExpertPay does not show any glitch in our system.  ExpertPay has no idea what the user intends or what the user owes towards their child support.  ExpertPay is completely user driven and functioned as designed.  If the user unintentionally makes more than one payment, the user has until 8:00 PM EST the night before the effective date to cancel the payment. ExpertPay provides the user with a confirmation for each payment made.  Attached are the two separate payment confirmation emails sent to the email address on file.  ExpertPay clearly states the payment schedule and the fees associated with a stop payment.  ExpertPay is not a part of any state and is not a mandatory method of payment.  Please see the below sections of the Terms of Service regarding.  

  Payment Schedule

  9. PAYMENT PROCESSING SCHEDULE
  The effective date for submitting payments using a bank account will default to the next business day. The effective date for submitting payments using a credit card, PayPal, Venmo, ApplePay, or GooglePay before the cut-off times noted above will be the same business day and after the cut-off times noted above will be the next business day.
  All debited funds are subject to a four (4) business day hold to verify funds and insure account authorization. Upon the fourth business day, provided all funds have cleared, the funds are then transmitted to the receiving government agency.  

  3. MEMBER PAYMENT SUBMISSION CUTOFF
  Payments must be submitted prior to the designated cutoff time on a recognized banking business day. A banking business day is defined as Monday through Friday, except Federal Reserve holidays. The daily cutoff time for payments submitted using a bank account is 8:00 p.m. Eastern Time (ET), for payments submitted using a credit card is 6:00 p.m. ET, and for payments submitted using PayPal, Venmo, ApplePay or GooglePay is 5:00 p.m. ET You must have the payment submitted by the cutoff time, otherwise it will be considered the following day's business.
  

  Terms of Service Stop Payment fee

  7. REVERSAL FEE
  Any payment submitted by you that is requested to be 'stopped' from being sent, due to an error on your part, will result in a $20.00 charge for each payment record that was stopped. The fees will be debited from your account. Extenuating circumstances will be acknowledged as indicated in the following section.

  Customer response

  02/13/2024

  The policy is ridiculous if you expect people to know they made a double payment before the money comes out of their account. If your system doesn't indicate a glitch then you are running a scam and should be shut down. Your rates for all of these things indicate that you rely on people to mess up and rape them on fees. Congratulations for stealing money from people who are doing everything they can to support their children, even if it means they can't even support themselves, while other clowns go out of their way to avoid it. I'm done trying to get my money back from you, it's a waste of my time, obviously. I will, however, do my best to ensure that this doesn't happen to other people since you clearly don't. $20 may not seem like much to you, you clearly make that much a minute, but when you are trying to feed your children without foodstamps on a minimal income and you work 60 hrs a week to do it, it's frustrating as it gets to have someone take anything more from you without even knowing it till it's gone. Top it all off, the extra $360 took away from other bills that now have late fees because nobody ever gives money back as quick as they take it. At least those fees don't add up to your stop payment fee for something I didn't know was an issue in the first place.
  
  Regards,
  
  ******* ********

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay my child support twice a month every month for over 10 years, somehow someway last month the Expertpay system charged my bank account twice, I emailed them, then called and spoke to someone, then emailed them again, about crediting me back one of the payments, at no time did they inform me about a $20 service fee for a cancelled payment, not until they acknowledged the credit and started the process did they then inform me that there would be a $20 charge. 

  I complained immediately and emailed them saying I spoke to a live person and sent 2 emails and nobody mentions a service fee UNTIL AFTER YOU OKAY THE CREDIT do you want to tell me, NO WAY!!  I asked them multiple times to not charge it based on lack of communication on their part and they simply said something like, "It's stated on our website that we charge for a cancelled transaction".  This is lousy customer service, I spoke to my bank, Wells Fargo and unfortunately since it is a "credit" transaction to my account, they cannot help me. 

  If I had known about the fee, I wouldn't have cancelled the payment, I could have left the payment with them as I pay it every 2 weeks, but their poor customer service didn't inform me and I don't think I need to pay it.
  

  Refund shortage

  

  Business response

  10/27/2023

  All of ExpertPay fees are in our Terms of Service which are acknowledged and agreed to upon registration and at the time of payment.  ExpertPay does not charge a transaction fee for payments going to the State of ***** ********, thus providing a transaction free service unless there is a returned or stop payment request. 

  ExpertPay does not have the ability to edit or submit payments on the user's behalf.  ExpertPay sends an email to the user for every payment submitted which provides a Transacton ID. 

  Per the Terms of Service 

  7. REVERSAL FEE
  Any payment submitted by you that is requested to be 'stopped' from being sent, due to an error on your part, will result in a $20.00 charge for each payment record that was stopped.

  Customer response

  10/27/2023

  I am rejecting the businesses response based on the fact that you can't be legalistic about a policy that's buried in writing or a website, I had three communications with the company, and they had the ability to inform me of the fee, and they chose not to.

  Regards,
  
  ******* ****

• Initial Complaint

  03/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My Employer uses EXPERT PAY. It was discovered that my child support payments deducted out of my paychecks were being sent to the wrong state by EXPERT PAY not my employer. I am now 3 months behind in my child support due to this unacceptable mistake.

  

  Business response

  03/09/2023

  ExpertPay only sends the payment to the state your employer tells it to.  Please have your employer contact ExpertPay and the State the payemnts were sent to directly.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account was deactivated due to “nsf”. Yet they were able to collect their 30$ “NSF fee” same day. I call and spoke to a man who had no interest in really getting to the bottom of the situation he instead starts to bark request out back to back. Then only say to email them. “That is all they can do” this is an incredibly frustrating situation due to the fact that child support is still due and I can pay it with out this stupid app. And help from the company is not friendly nor is it readily available.the app Nis almost never working properly and if I submit a payment today it will not even begin processing it for 3 to 5 days. The system will only allow payments to be submitted on certain days.

  

  Business response

  12/08/2022

  ExpertPay inactivates an account any time a payment is returned by the bank for any reason.  Per the Terms of Service, prior to reactivating an account, ExpertPay must first collect the returned payment fee.  ExpertPay does not reactivate the account until it is confirmed that the fee has funded by the user's bank.  In this case, i see that the ExpertPay has been reactivated.  please see the below Terms of Service regarding returned payments.

  6. NONSUFFICIENT FUNDS FEE (NSF) Any payment submitted using a bank account that is returned to CONDUENT for non-sufficient funds will result in a $50.00 NSF fee. This fee will be assessed to your account prior to any future use of the service. The payments that were originally submitted but resulted in the NSF will be stopped and must be re-submitted by you. When you submit payments using a bank account, an ACH debit is sent to your account(s) to withdraw the funds. The funds will then show as being received in our account and withdrawn from your account on the "settlement date". However, if your account did not have the funds to cover the ExpertPay® debit amount, then your Bank will notify ExpertPay® within two (2) days that the payment was NSF, and our account is debited. As a precaution, ExpertPay® holds all funds until we are confident that the funds have cleared your bank. We then send the funds to the appropriate state child support agency. If an NSF notice is received, we will cancel your original payment, and assess your account the $50.00 fee. Note, this is in addition to any fees your own bank may charge.

• Initial Complaint

  07/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The customer service phone number, as listed on the website, 800-403-0879 is unreachable. I have tried called a multitude of times. I emailed ExperPay two weeks ago and have yet to receive a response. There is literally no way to get in touch with this company.

  

  Business response

  07/26/2022

  Hello **********, we have left a voicemail at the phone number on your ExpertPay account.  

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Months ago, I set up payments to recur every two weeks until further notice. The payments had been successful until April 29, 2022. Then I saw in my bank account that no payments were sent in May. I logged in to ExpertPay to see why and couldn’t find any information. However, the last payment on April 29th says that it is a recurring payment set up every two weeks until further notice. I then called ExpertPay and talked to a rep who is insisting that I made a change – that I stopped the payments. I did not. I hadn’t been in the portal for weeks until I saw that payments weren’t being made. No one has this login information. Now I am behind two payments as of the end of this month. I requested login and activity information on when this “change” was made in my account and by whom. It is either that their system failed, or someone malicious hacked into my account. And what motive would there be for a hacker to stop these payments? Seems more likely their system failed. I trust them with my bank account information, so this is more than a little concerning. First the rep told me they had no history of my logins or activity. Finally, since I persisted, they said to send an email to their finance department. I did that, but don't have much hope of getting the information I requested.

  

  Business response

  06/13/2022

  for security reasons, ExpertPay cannot edit a payment.  To edit a payment the end user must log in using the User ID and Password.  If for some reason the user logs in and attempts to edit a payment and does not complete the payment sequence the payment will appear as "Not Submitted" in the payment center.  The payment in question was edited by the same user id that is registered in the ExpertPay Profile on 05/05/2022 at 19:48:35.  

  Customer response

  06/13/2022

  I asked - again -  for proof of this and you have not provided it. If what you say is true, it shouldn't be out of line on my part to request records that back it up. 
  
  Regards,
  
  ***** *********

  

  Business response

  06/15/2022

  ExpertPay has pulled documentation directly from the database (which is READ ONLY) showing that the User ID on file edited the payment and never completed the process.  For security reasons, this information was sent to the email address on file on 6/14/22.

  Customer response

  06/16/2022

  I accept the business's response to resolve this complaint and appreciate being provided with proof of activity on the account, which is what I requested.
  Regards,
  
  ***** *********

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have sent expert pay two payments 100each. Twords child support as I was unable to get to the store for a money order. Come to find out im 200 I'm the rear for childsupport as expert pay has not funded the support account both times! No answers from expert pay. I'm filing with my credit card company for a refund if possible. I deff was scammed.the payments I have sent via money order went through the expert pay have not.

  

  Business response

  04/29/2022

  Returned call and left message

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just switched to utilizing experpay services in late January. The first payment made 1/27 was credited 2/2. We were aware of processing time and planned for this. However the second payment was made 2/4, with an effective date of 2/7. It is now 2/21 and absolutely no update. That is well beyond the stated timeframe and with inflation as it is, unacceptable. We would like to continue to use this method due to its simplicity- but this leaves a sour taste. I would like to know exactly what is going on and how long the payment will take. Remittance #********************

  

  Business response

  03/01/2022

  ExpertPay only sends the funds from a bank account to the intended state once the payment is funded by the bank.  If the payment isn;t returned by the bank, the payment is forwarded to the state on the fourth buisness day.  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son’s father uses ExpertPay to send child support payments to me. However, several times he used ExpertPay to send it, it has taken over 2 weeks for me to receive payment. The most recent payment he sent on 1/4/2022 and it is now 2/1/2022 and I still have not received anything.

  

  Business response

  02/03/2022

  Because this account is your son's father's account, we cannot provide you with specific information.  However, there are several reasons why a payment may have not been received at the intended state.  ExpertPay is a debit-based system.  Once the payment is submitted, the funds are held for 3 business days to verify funds are available.  Due to NACHA regulations, the user's bank account has 3 business days to take the funds back through a returned payment process.  A returned payment can happen for many reasons (i.e. insufficient funds, frozen bank account, stop payments) and many more.  there is also a chance that the payment may be cancelled by the user after the payment was made or the user has selected the incorrect state.  Your son's father does not have to give you any information as to why a payment has not been received at the State.  However, to find out the reason the payment has not been received, please ask your son's father and he should be able to provide you with insight as to why.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up an account to make child support payments. I realized the fees were excessive and determined I no longer needed the account. I asked their webchat team to cancel the account and they asked I call customer service for help. Customer service said I must mail a letter to their corporate address (it was returned as non-deliverable to the address they supplied). I called back and they said to email their customer service team (I sent two emails and absolutely no response). I want the account cancelled - I've followed their instructions to cancel, attempted five times to get assistance to cancel (I don't want the account active and don't want to wait 90 days to have it cancelled). This company is the WORST - doesn't provide any service, doesn't respond, doesn't care about the consumer AT ALL. Instructions provided don't work, they don't care to update or resolve the concern. I cannot believe they are in business with the awful service they provide.

  

  Business response

  01/28/2022

  sorry you feel the fees are excessive. We are not sure which state you are remitting payments to, however depending on the payment method, several states are transaction free if you use a bank account routing and account number.  Credit cards and ****** are a 2.95 convenience fee up to $60.00 for parents paying support.  ExpertPay is simply a convenient way to remit child support.  We have inactivated your account as requested. 

  Customer response

  01/28/2022

  they take zero accountability for their actions. They try to make it sound like I’m the issue as the consumer, that it’s simply a perception issue regarding the fees. How about responding about the horrendous customer experience and addressing how you plan to fix your inability to deactivate the account after five attempts? It was only when I filed this complaint that all of a sudden you are responsive. What’s your plan to ensure your internal teams have documented processes that work? What about your staff training plan to ensure customers actually receive service, a timely response and resolution to their requests? I see the other comments on the site about your awful service and it’s amazing your business is allowed to continue operations. It’s only because the government forces hardworking parents to use your service for child support that you are even in business, because you certainly wouldn’t be in a normal competitive business environment. Shame on your company and the states that employ you for online services. 
  
  Regards,
  
  ******* *****

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