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:10/16/2024

  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.

  This company has the option for clients to charge for services using a chipper device OR using the gateway site. Because I was charging for services without being present, chipper device was not ********************************* representative had the device mailed to his home address, device was never given to me (again I did not need it), so upon canceling with Simpay for multiple other reasons, I get charged $150 for a device that has not been returnedthe device I never ******************************* kindly even sent me the tracking information for the device which has been verified by them and by me to NOT be my address, but rather their respresentatives address. This issue has been ongoing for months, they absolutely will not refund me the $150 I was charged for something never received. The representative is conveniently no longer employed by Simpay.

  

  Business Response

  Date: 11/19/2024

  ************
  
  Per my review, the account was closed on 07/28/24 and the sales representative is no longer with Simpay. The terminal placement agreement was signed off by *** ******** on 09/27/23 for the ** chipper.
  
  The refund was denied due to not receiving the equipment back.
  
  System of Record has the Doing Business As address:
  
  **************************************************************************************
  
  
  Signed terminal placement agreement on file has address:
  
  ***********************************
  
  *******************
  
  Thank you,
  
  ******* *****
  Merchant Services
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/30/2024

  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.

  We recently became aware within the last few weeks that Simpay never filed our quarterly 941 payroll taxes with the *** for the 3rd Quarter of 2022. We became aware because the *** sent us a letter. We have reached out to Simpay to file the 941 and sent the money to the **** but they are unresponsive. We have spoken with the *** who confirmed that they did not receive any 941 filing for the 3rd Quarter of 2022 and they have not received any payroll taxes. Simpay debited the payroll taxes from our operating account, but did not send the funds to the ***.

  

  Business Response

  Date: 11/19/2024

  Regarding complaint ******* ******** Complaint # ********, there are 32 conversations on ticket number ***** addressing every single one of their concerns.   The *** return he references was resent and received by the *** in October. It will take them 6-12 weeks to process and respond.  He also has copies of that info plus the tracking number showing the return was delivered to the *** in October which is also in the ticket conversations.

  Customer Answer

  Date: 11/19/2024

  I am rejecting this response because we received YET ANOTHER notice from the *** dated November 4th.  See attached.  
  
   Complaint: 22359469
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/20/2024

  Has not been resolved.

• Initial Complaint

  Date:05/22/2024

  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.

  Simpay acted as the payroll company for my small business. The last 2 months I been getting notices from labor **** telling me taxes are overdue and penalties applied. I forward these notices to Simpay and all I get is a reply saying it will take 2 weeks. Months have gone by and no communication from Simpay. Notices keep coming in with outrageous penalty amounts.

  

  Business Response

  Date: 06/03/2024

  we talked to manny on march 19th and the ticket is marked closed. if there are new issue or notices please email ****************************************

   

  Customer Answer

  Date: 06/07/2024

  [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: 21747941
  
  I am rejecting this response because:
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/09/2024

  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.

  Simply has not filed payroll withheld taxes with multiple states for our company for the 2023- Q4 period. We are getting delinquency notices with penalties. They have deducted all the money but have not paid the money to the states. We have been sending emails, but there has been no response. Simply file all the **4 taxes or refund all the money so we can pay the money to the *** and the states within a week.Thank you,VL ********* ****

  

  Business Response

  Date: 05/02/2024

  we communicate with the merchant, dealing with tax issues arent resolved quickly.  it tkes time to find and trace payments.  please reach out to ****************************************  and we will answer any issues you have

• Initial Complaint

  Date:02/22/2024

  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.

  I was using Simpay for my payroll company for Treichs Landscape LLC. Simpay has been withdrawing weekly payroll taxes dating back to the fourth quarter of 2022. Simpay never forwarded the funds to the ***********. I have been receiving notices from the state demanding payment. principal, penalties and interest. I contacted the *********** and was advised to pay the bill $1696.31 and file a complaint. I have emailed, called and faxed Simpay numerous times, and I am being ignored. The one time I did speak to someone in the tax department they said they will handle this which is a lie. I am a two-time stroke and cancer survivor and despite not having the funds I paid the bill today to stop further penalties. Can the BBB please help me or contact ant and report Simpay? Please contact me if you have any questions. Your help is greatly appreciated. Thank you. ***********************

  Customer Answer

  Date: 03/11/2024

  In addition to my original complaint with BBB regarding Simpay I also received another notice from the *********** stating my 2023 fourth quarter reports nor taxes were filed. Despite numerous attempts to reach SIMPAY i have been completely ignored. I called up the state tax office and I was told I have to resolve this with the payroll company and also interests and penalties are piling up. Please help me. Thank you.
  
  Desired Resolution:
  Contact by the business

  

  Business Response

  Date: 03/11/2024

  Hi we have made payments and are awaitign the bank to give us tracer numbers to submit to the tax autority agents. these were paid on time and the penalties and interest will be waived. unfortuantely these agency to not move very quickly.  i undersand out tax team has been in conact with you statign the same.

  Customer Answer

  Date: 04/01/2024

  Hello. Regarding complaint # ******** I have never received any correspondence from Simpay and twice I have been forced to pay the state monies over ( $2000 two bills) . In fact today I received another invoice from the state demanding another $ ****** in additional late fees and penalties. Somebody owes me over $ ******* and I want my money back. Simpay is a shady and corrupt company. Regards ***********************

  

  Business Response

  Date: 04/03/2024

  *****, as i see we are working on your tickets not sure why you say noone is communicating. i see responces to you in our ticketing system. requesting time to investigate why the tax authority is reporting.  durign this time we talk to them and get penalties and interest abated, if we dont as you know we pay them. with how overwhelmed the tax authorities are it take time to research.  please email **************************************** for status

  Customer Answer

  Date: 04/03/2024

  [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: 21331004
  
  I am rejecting this response because: I have paid the State of New Jersey three different times for approximately $2000.00 in principle, fines and interest that Simpay is responsible for. Simpay starting in the fourth quarter of 2022 withdrew funds from my payroll and never paid the state. I have tried to contact Simpay numerous times via text, email or phone calls and despite what Simpay claims this matter has not been cleared up and I want my money refunded. **** is ridiculous what I am going through to resolve this issue and get my money back. Any help will be greatly helpful. Thank you. **********************;
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/02/2024

  ***** please reach out to our taxmanagement team at ****************************************.  we paid your taxes, and many times it gets hung up. please email them and we will either have the state return your money that maybe in suspence or redirect it for future credits.  

• Initial Complaint

  Date:01/11/2024

  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 company, a family-run mechanic's shop, contracted with Simpay to run our payroll including tax filing services. Unbeknownst to me, Simpay failed to file our Federal and State taxes for a whole quarter. Now my business is receiving non-stop penalties and fees associated with Simpay's mistake from both the IRS and our state tax authority. They are impossible to get ahold of and generally no responsive. My business is at stake here. We are not talking about an insignificant amount of money owed. Simpay, you need to do the right thing and correct your error so me and my family can sleep easy again. THIS IS NOT RIGHT.

  

  Business Response

  Date: 01/24/2024

  I think his company *** *************. can you confirm. the information provided wasnt enough.   
  
  We are in teh process of finishing year end for our clients before we can help. Once you provide your business name im sure we can resolve this very quickly

  Customer Answer

  Date: 01/26/2024

  [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:  I am still waiting for the matter to be resolved by Simpay.  My attorneys have sent the requested documentation and are waiting for a response still. Once it is resolved, I will accept the response. 
  
  
  Regards,
  
  
  
  ***** **********
  

• Initial Complaint

  Date:01/03/2024

  Type:Sales and Advertising 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 were approached by a SimPay sales representative the end of July 2023. She said that they could supply our store with an EBT machine with no charges attached except for the EBT processing fee. We went through hours of re-establishing our SNAP account. We finally got everything in order and started accepting payment early September. The account was set up on an **** and no paperwork disclosing fees were ever sent or emailed. I was going on information from the rep that there were no charges. I noticed early in November on our online bank account that we had been charged $35.01 twice (Oct and Nov). I notified the sales rep who put in a request for explanation. By the end of Nov I still had not gotten any information about the charges. When the rep finally heard back she said that they had a change of policy and the charges were monthly processing fees. I was very clear in the beginning I would only be processing EBT transactions and only if there were no extra fees. She tried to get them refunded but customer service claims it was "no fault" of theirs. We processed an account cancellation on Dec 5th and there were to be no other charges. We were charged on the 14th a $15 charge to return the equipment. Customer service claims it was in the equipment placement agreement - which we never received. Not including my time we are now at a loss of over $50. No offer has been made of any compensation. In over 30 years of business I have never had a worse experience with a card company. I trusted that the rep (a local customer of our store) was giving me accurate information. She always seemed surprised when something came up contrary to what she thought was true. I was never contacted by the company itself other than an email with our account information and how to log on to the online portal.

  

  Business Response

  Date: 01/25/2024

  the contracts signed, and the statements sent include a fee.  we do not place machines for no money.  Our online application is entered into our system and emailed to you at the email requested.  if you reach our to client support they can give you all the info.  [email protected]

  Customer Answer

  Date: 01/27/2024

  [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: I never received an email confirmation of contracts.  When the sales representative approached me that the company could provide free equipment for EBT sales I made it very clear that was the only thing I was interested in.  I already had a card processing company I was happy with overall.  They did not offer EBT processing.  I was not made aware of any fees from the sales rep at any point.  She filled out the application on an **** and had me sign at the end.  Again there was no disclosure of any cost or fees.  The rep seemed surprised that we were charged the monthly fees.  Maybe she wasn't properly informed of how EBT was to work.  I have since gotten equipment through the state of Virginia from a company that truly was free equipment and not fees other than directly related to EBT processing.  I don't expect any results as my few interactions with customer support were not positive or helpful.

  
  Regards,
  
  
  
  **** ****

• 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 .