Complaints

This profile includes complaints for Simpay's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Simpay

  1210 Northbrook Dr Ste 475 Fstrvl Trvose, PA 19053-8407

  
• 

  Simpay

  5701 Lonetree Blvd Ste 110 Rocklin, CA 95765-3792

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:09/17/2023

  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.

  I was a costumer with this company for over eight years. I decided to change companies. So I needed to return credit card processing equipment back to with so I didn’t it charged for it. I never received a return slip. Then Simpay automatically withdrew $600 for two different accounts of mine. The contract stated it’s a $450 fee if not returned for some old obsolete terminals. They sent a return slip to a third party sales rep that does not work for my company. How is that right to charge me one without notifying me that they didn’t receive the equipment. Second the contract says they will reach out to the customer to make sure they can get their equipment back. I was never noticed by email, phone or a letter. I am asking for a total refund and a return slip so I can get the obsolete equipment back to them. I have tried reaching out with very little response. I don’t not recommend this company to anybody after dealing with horrible costumer service. They didn’t not honor their contract in the manner that was fair to my business and will not work with the issue because they are just trying to get paid for old equipment. I have a letter from the terminal manufacturer that the equipment it none returnable for being obsolete. Simpay should not be taking money for equipment that the manufacturer says don’t return.

  

  Business Response

  Date: 09/18/2023

  HEllo, please see the attached documents.  we researched this and have a refund in process that *** ********* is aware of for 200.00 dollars.  the agreement *** ********* signed said he would return at his expense the terminal with 14 days of closing the account in Febuary.  we gave *** ********* 6 months to return the equipment.  we even sent him a *** ** label, and several message as reminders.  we do not believe a further refund is due as our agreement states the equipment is now his property. 

  Customer Answer

  Date: 09/28/2023

  Simpay says they sent a ***** label witch was never received. We had no way to send the equipment back with out it. They never notify us to return the equipment. They were contacting a third party sales person that’s employed under them. The sales rep as no affiliation to my business. I have copies of the emails they were sending her and where she asked what costumers owed the termianls. They never responded to her emails to give her a costumer list. We never received a phone call or letter asking for the equipment. We have zero use for obsolete processors. So there is no need for us to keep them. I also had forwarded Simpay a copy of a letter from the processor manufacturer that these units are obsolete and not to return them. So if the manufacturer says the units are no good, why would Simpay charge my account. 

• Initial Complaint

  Date:04/07/2023

  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.

  This company has caused serious legal ramifications involving everything tax related as well as other payroll issues. We experienced several instances where communication simply did not exist. We would submit our payroll numbers and never hear back from any of our representatives. They would rarely send approval emails, and even worse, made our pay dates late for our employees to the point that we started to have to print checks in-house. Fast forward to now - Since January, we have been trying to obtain ALL of our reports so we could submit them to our accountant. We are either ignored or told "this needs to go to a different department that we do not have any direct contact with" - close to tax day, we still have not received these reports. Another tax issue - Simpay was contracted and PAID to pay our Reemployment Taxes for us. We have contacted over the past 4 months trying to find out why these have not been paid. We are attempting to even get reports with the same answer every time "we do not have direct contact with this department and must email them to get any information. I will link you in on any emails that are sent" we have never been linked to any emails. The person who keeps giving this excuse is the ************************ Manager, *******************. We have not received a final notice from the state stating we have an immediate demand to file our reports or we will be penalized and not be able to employ any of our current employees, and also receive monetary claims against us.

  

  Business Response

  Date: 04/24/2023

  We resolved everything for ********* two weeks ago. I personally spoke with ****** from his organization and sent her all filing confirmations. ****** was copied on all communication.  It looks like he file this on 4/7 and we started communicating on 4/10.
  
  

• Initial Complaint

  Date:01/27/2023

  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 have emailed this company, and several staff members, no less than 10 times since October, 2022.I have attached all relevant documentation, and the company had many chances to avoid late fees.They have failed to pay my local service third quarter taxes, and I have now incurred penalties. If it continues to remain unpaid, I will be in a situation where significant penalties will occur.

  

  Business Response

  Date: 02/03/2023

  ****** first i want to apologize about our mistake, I know this doesn't help reduce the nerves or fears that tax notices bring.  It has been our policy that if there is an error we caused we always pay the penalties, and put steps in place for it to neve happen again. As our work loads have become more remote since the pandemic we invested in software to eliminate these errors, which have *********** online the beginning of this year.  My payroll tax department assures me that all tax were handled and payments sent with the finally payment hitting the tax agency on Monday. We have a new ticketing system we are releasing that will allow clients like you to follow progress and improve communication.  We apologize for the mistake and are working everyday so that customers like you do not have these types of issues or the uncertainty that surrounds  them .

• Initial Complaint

  Date:10/13/2022

  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.

  Simpay withdraws weekly payroll taxes from our business and employees but is not submitting payment to the state for these taxes. ****, our business, has been receiving late penalties and fees. I reached out to Simpay in June2022 and added them to the company portal to pay taxes as they stated this was the reason for the delay in payment. Taxes were still not paid. After months of assurance that a "ticket" will be filed with Simpays tax department, the issue is still not resolved. I have email after email of documentation regarding this concern.

  

  Business Response

  Date: 11/03/2022

  our director of Payroll operations will reach out. As you know if we filed incorrectly or created the issue we pay any penalties and interest.  

• Initial Complaint

  Date:07/10/2022

  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.

  Do not use this company at all!!! This is the worst card process company!!! We’ve had issues with them since day one! They messed up settings in their backend, and did not offer any compensation.And their support is useless!! Not even trained properly!! Every time I call, they give different answers to the same question! And now the EBT feature does not work on the machine even they assured me is working!!! My business loss thousands of dollars per day and credibility to our customers just waiting for their useless people to fix their error!!And they don’t even know what is the problem!???!! Also when I called their customer support, I was on hold for over 50 minutes and they just hang up my call without anyone even talk to me or help me!!!!Fk this company!!! Don’t ever use this company if you want successful business!

  

  Business Response

  Date: 07/14/2022

  this is a review rather than a complain. the customers terminal didnt work properly.  there isnt anythign we lied abotu or couldnt fix.  please disregard.  

  Customer Answer

  Date: 07/14/2022

  [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: ********
  
  I am rejecting this response because:
  This business is not professional at all, my terminal works fine, it’s their backend that messed up, it costed me 3 days of business 
  
  Regards,
  
  ******* ***