Complaints

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:07/29/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 requested a payoff for this loan and recieved the payoff letter on July 1st. On July 15th, a check for the full amount was ******* overnight to the address shown on the payoff letter. My agent called the business to confirm that is where they should send overnighted mail, and was told 'yes' by ***** in the Powerpay office and that they check that po box twice a day. This seemed unusual to my agent, but she was assured by ***** that is where to send the overnighted check. According to the ***** tracking number it was sighned for at 4:32pm on July 16th. However, after calling the powerpay office everyday for a week, I was told that they have never recieved the payment. I had called everyday for the past week and spoke to 7-8 different people, none of whom would meaningfully help, or really look into further. I had to explain the whole situation every time because it seemed they were incappable of putting notes on the account. They said they could not look into it further until they recieved a copy of the front and back of the check, which was impossible because they lost it, never cashed it, so therefore no picture of the front and back. I also requested several times that a supervisor or manager contact me, and that has never happened. I have never been contacted by ANYONE from the office after my several calls to them about the situation. They have no urgency, and do not care. And now I have started recieving collection phone calls for missed payments. So, to sum up again... They gave the wrong information on where overnighted checks get sent, they would not look into tracking the ***** envelope that someone signed for, after being provided the tracking number. and they refuse to have a manager or supervisor contact me after it has been requested several times.

  Business Response

  Date: 08/19/2025

  Hello, we are writing to acknowledge the receipt of the referenced complaint. At PowerPay, we strive to provide the highest level of service to our customers. The alleged issue is being investigated internally for process improvement. If you have any further questions, please feel free to contact us.

  Customer Answer

  Date: 08/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have been contacted by the business and am awaiting another call back to discuss the issue.

  
  Regards,
  
  ****** ******-********
  

  
  

• Initial Complaint

  Date:07/07/2025

  Type:Order 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.

  Accidentally overpaid my account on 6/5/2025 and I am having difficulty getting them to send me a refund on the amount over paid

  Business Response

  Date: 07/21/2025

  A refund check was sent to the address on their signed loan agreement on 7/8/2025.

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 was making payments on a hearing aid on behalf of my girlfriend who passed away in january. The contract is in her name only, and the company is pursuing me. They fabricated a phony loan document and forged my signature which does not resemble my actual signature. I have retained an attorney, but the company keeps contacting me

  Customer Answer

  Date: 07/18/2025

  The company still contacts me in an attempt to collect a debt that belongs to my deceased girlfriend. They have committed fraud in the construction of bogus loan documents and forged my signature. I have informed them on numerous occasions that I am in possession of the original contract where my name does not appear

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  PowerPay account was paid in full by a 3rd party title agency. Payment was made in accordance with balance referenced on statement. After payment was made in full, PowerPay continues to show an unknown balance, charge late fees and interest. Several attempts have been made to request breakdown of fees/balance, which powerpay has yet to provide or respond to.

• Initial Complaint

  Date:06/08/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Please, refer to the uploaded document regarding a description of the problem.

  Business Response

  Date: 06/25/2025

  A refund check was sent to the customer on 3/27/25. It was delivered on 4/1/25. 

  Customer Answer

  Date: 06/29/2025

  June 29, 2025 
  
  Re:    *** ***** & ****** ****** *****; Complaint ID ********; ********************** 
  
  Dear ******* *******: 

  Thank-you for following up with our PowerPay complaint. 

  
  Powerpays response to Better Business Bureau regarding our complaint stating A refund check was sent to customer on 3/27/25. It was delivered on 4/1/25. is a BRAND, NEW LIE FROM POWERPAY and fraudulently accuses us of receiving a refund check and cashing it. Where is Powerpays proof we signed for/received and cashed this check? Also, PowerPay is further accusing us of filing a fraudulent complaint with the Better Business Bureau. We are angrily, outraged with PowerPays continued refusal to pay our legitimate refund and PowerPays fraudulent accusations against us. 

  
  This should have been a clear-cut ending transaction. We paid off our loan on 2/25/25 and was owed $56.65 in loan overpayment. Although its small amount, we are legitimately entitled to a refund check, within 15-days, and yet, PowerPay has continued to put us through h*** and refusing to pay us: 

  
  Again, we paid off our loan on 2/25/25. From 2/26/25-5/15/25, we continuously contacted PowerPay about us not receiving this refund check; 
  Each time, PowerPay gave one different explanation/lies about where the refund check, all culminating in the check is in the mail; 
  After nearly 3-months, after our loan pay off and not getting any results with our refund, and to PowerPay stopping from returning our calls, we contacted the Better Business Bureau for assistance; 
  If we received this check on 4/1/25, why wouldn't we have cashed it and why would we file a claim with Better Business Bureau on 6/8/25? 

  
  Again, we NEVER RECEIVED THIS REFUND CHECK and hence, never cashed it! WHERE IS POWERPAYS PROOF WE RECEIVED AND SIGNED FOR THIS REFUND CHECK AND If Powerpay does have proof, then their proof is fraudulent.

  
  We didn't do anything wrong here except pay off our loan and request our small overpayment to be refunded. So, we ask PowerPay to send us our refund check within 10-days and hopefully, the check will clear our bank. 

  
  If PowerPay still refuses to pay us and continues to fraudulently accuse us of receiving a check without offering any legitimate proof, then we will submit claims to other organizations concerning PowerPays refusal to pay us and to request a fraud investigation into PowerPays claim that we received this refund check. We will provide all our conversations with PowerPay concerning trying to get our refund including chats, phone conversations, email from PowerPay etc. Powerpay can provide whatever proof they have that we signed for and received this check and hence, cashed it.

  
  We will file claims with and request a fraud investigation with:  
  
  All local, state and federal agencies which govern and regulate PowerPay including but not limited to PA State Attorney General, PA *************************** *******************, Call For Action, Consumer Action etc.,; 
  Contact PowerPay CEO & Founder, **** ******** and;  
  Inform all social media about another case of a big corporation, PowerPay, s******* over the small consumer, us. 
  
  We are so disappointed and angry about all this. A legitimate and honest company would have just done the right thing and refund our legitimate overpayment. PowerPay is not a trustworthy company that needs to be investigated. 
  
  Thankyou, 
  *** Rubin 
  ****** ****** Rubin 
  

  
  

  Customer Answer

  Date: 06/29/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23440708
  
  I am rejecting this response because: Please, see my attached rejection response tiled " BBB-PowerPay Complaint, June 29, 2025".

  
  Regards,
  
  *** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  For bathroom renovation,Im paying $252.00 per month. Only approx. about $30.00 is going toward the principal. Is this legal?

• Initial Complaint

  Date:04/02/2025

  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 believe they are issuing predatory loans. The charges on the interests dont make sense to me.

  Business Response

  Date: 04/07/2025

  Hello
  We are writing to acknowledge the receipt of the referenced complaint. At PowerPay, we strive to provide the highest level of service to our customers. We have reached out to the customer and addressed the alleged issue.Thank you
  PowerPay

• Initial Complaint

  Date:03/17/2025

  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.

  On or about December 1, 2024, I started sending emails and inquires with regards to PowerPay abiding by the regulations outlined in the servicemembers credit relief act. On January 2, 2025, I entered onto full time, active duty Title 10 orders. I have emailed and called multiple times and at no time have they acknowledged my attempts to contact them. After waiting on hold for approximately 3 hours, prior to departing continental US, I was informed that I had called the wrong department and not only could they not transfer me, but that department was closed. I made several attempts prior to leaving ** soil to contact them but was put on hold for extended periods of time and when I left messages, I never got a return call. This is not the first time I have had difficult getting this company to abide by federal regulations. August of 2020, I started contacting them for my activation in October 2020. I never got anywhere then, I'm hoping the better business bureau can provide some assistance.

  Business Response

  Date: 04/07/2025

  Hello
  We are writing to acknowledge the receipt of the referenced complaint. At PowerPay, we strive to provide the highest level of service to our customers. We are working internally to address the customer's complaint and have reached out to the customer.
  Thank you
  PowerPay

• Initial Complaint

  Date:03/01/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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 a business that has worked with Power Pay since April of 2020 to help our customers secure financing for home projects, exclusively through no-dealer-fee loans. On a job completed 2/24/25, we discovered that Power Pay charged us a $1,470 dealer fee. We had agreed with Power Pay not to incur dealer fees, and instead of the $21,000 we were expecting, they intended to send us only $19,530. To be clear, we have never paid a fee before and have had 2 jobs this year 2025 financed by Power Pay, one of those jobs, we just received funds from them on 2-19-2025. Power Pay claimed their terms had changed but never notified us. We have always made it clear that we would not accept loans with dealer fees. They then argued that the customer could only be approved with the dealer-fee loan, but we would rather have a customer declined than accept the fee. How and why the customer was approved is not our concern or problem, they approved this customer knowing what our terms are and therefore the loss should be theirs not ours. When we pushed back, Power Pay refused to fund the loan if we had the customer pay us the $1,470 separately. This is problematic, as our contract with the customer states they owe us ************* multiple discussions with Power Pay and the customer, ********************** refused to address the issue. With no other financing option for the customer and the work already done, we had no choice but to accept the $19,530 as payment in full from the customer. However, we are requesting ********************** pay us the $1,470 they owe us.

  Business Response

  Date: 04/07/2025

  Hello
  We are writing to acknowledge the receipt of the referenced complaint. At PowerPay, we strive to provide the highest level of service to our customers. We have reached out to the merchant and addressed the alleged issue.Thank you
  PowerPay

  Customer Answer

  Date: 04/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23007082
  
  I am rejecting this response because:  This business never reached out to us as they say they did in there reply, they flat out lied.  The facts are everything we said in our original complaint is true, they never reached out to correct this, their website still today has on it that they offer no dealer fee loans, that alone is false advertising and horrible business practices.  This is a horrible company and I would recommend to anyone and everyone both merchants and consumers not to do business with them.  They Lie about everything.
  
  
  Regards,
  
  ***** ******* In-house Plumbing
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 have been paying on this account with a balance not reflecting the money that has been received by this company.

  Business Response

  Date: 02/10/2025

  We have responded and spoken to the customer regarding the payment allocation. If they should have further questions we advised them call back 

  Customer Answer

  Date: 02/10/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22891952
  
  I am rejecting this response because:
  I would like for someone from your department to review the bills. I've had other loans with higher interest rates and do not understand why there's such a big discrepancy between what I've paid so far and the balance due.
  
  Regards,
  
  ***** *********************************************

  Customer Answer

  Date: 02/13/2025

  I had someone from the ********************* at *** to look at the bills also and they are as puzzled as I am. The bottom line does not reflect the ******* payments