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:05/05/2025

  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.

  On November 30 2024, I did a ****** search to pay my Quest Diagnostics bill of ******. The first result for "Quest Diagnostics Bill **** was Doxo, which I thought was a legitimate third-party payment gateway. I paid my bill right away and it was processing until December 5, 2024. After a few months, I kept receiving bills from Quest, some of which I was able to pay them directly. And after all these bills the amount of ****** was still pending. When I reached out to Doxo for help, they had a customer service agent help me track my ********************** with Quest diagnostics via a conference call. It was noted to me that I got 1 digit wrong as a mistake and to rectify the situation, they would be sending a receipt as Quest Diagnostics was able to find the amount. However, the receipt provided to me by Doxo was illegitimate. It was a screenshot of a ********* Word file including the squiggles of misspelled words as well as the logo for Copy and Past. As of today, May 5, 2025, I received another bill from Quest that I have to pay before it hits collections. Doxo is a scam and misrepresented itself as a payment partner (per the call with Quest Diagnostics, they declared that Doxo wasn't a partner). I would like a refund of what I paid.Attached are screencaps of the transactions as well as proof that I paid my other Quest Diagnostic bills.

  

  Business Response

  Date: 05/07/2025

  Hello ******, 
  

  Thank you for sharing your concern and allowing us the opportunity to respond. 
  

  We want to assure you that doxo is a legitimate company. To date, we have helped over 10 million people pay their bills from a single, secure account. 

  To ensure transparency, we clearly state throughout the payment and account set up process that doxo is a secure all-in-one service and that doxo is not an affiliate of Quest Diagnostics.  These disclaimers are intended to help users understand that while payments can be made to Quest Diagnostics through doxo, we are not directly connected or endorsed by them. We have attached screenshots of the payment flow to show these disclaimers. 
  

  The information regarding the payment you shared is correct. The payment amount was $102.49 with an expected delivery date of December 5, 2025. This payment was delivered electronically, therefore the proof of payment is different from a normal cashed check. This method of payment is fast and successful if the billing information provided for the payment is correct. In this case, the account number you provided was not valid which delayed proper posting of the payment. 
  

  When this issue was brought to our attention on March 13, 2025 we had a three way conference call with the ****** and you. We provided the proof of payment and you confirmed that you had entered the incorrect billing account information. The ****** informed both you and doxo that their research into the issue would take about 30 days. We attempted to follow up with them on May 7, 2025, and they would not discuss the issue with us without you on the line; this is very common for billers. We contacted you on May 7, 2025 with the hopes of doing another three way conference call, however, you refused and mentioned you no longer needed assistance. 
  

  We remain committed to helping resolve this matter between you and Quest Diagnostics.  If you would like to proceed or require further support, please reply to any of our support emails or contact us using the information on this link: *******************************************************
  

  Sincerely, 
  doxo User Support 
  

  
  

• Initial Complaint

  Date:04/30/2025

  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.

  April 9th, 2025 and April 23, 2025 there was an $100 debit from Master Card ending in 7632. The ******************************* says they have no payments from me ****** ********. When I call the number listed in ****** for Doxo it goes to a voicemail of an individual ************ named ******* *********. I would like all funds besides the $4 per transaction fee, returned to my card.

  

  Business Response

  Date: 05/06/2025

  Hello ******, 
  

  Thank you for bringing this matter to our attention and providing such detailed information. We appreciate the opportunity to clarify how doxo works and to confirm this situation has been resolved. 
  

  Our records show you made two separate payments to the *******************************. During the payment process, doxo walks users through several steps to confirm the expected delivery timing. Your first payment was scheduled for delivery on April 22, 2025 and the second May 6, 2025. Neither payments had been cashed by the ******. 
  

  On May 1, 2025 a member of our User Support team reached out to you regarding these transactions. At your request, we placed a stop payment on both payments and issued full refunds, including the fees collected for this payment. A confirmation email detailing these actions was also sent to you. 
  Wed like to clarify that our User Support number is ************.  The information you posted had the incorrect area code. Our team is available Monday through Friday from 5:00 AM to 5:00 PM PT via phone or live chat at the following link: *******************************************************
  

  As a reminder, doxo is an all-in-one payment system that allows users to pay all their bills from a single, secure account for free via a linked bank account. To date, over ten million doxo users across 97% of U.S. zip codes have paid bills to more than ******* billers, all in one place with a single, secure login. We hope you give us another opportunity to help pay your bills. 
  

  All the best, 
  doxo User Support 
  

  
  

• Initial Complaint

  Date:04/17/2025

  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.

  Paid an invoice from ********* by using Doxo website (for the first time) on 2/10/2015 Ameripath invoice from November 2024 for cancer lab tests was $144.00; When I received my bill, I paid online using Doxo. Doxo added on a fee for a total of $151.24 which I paid by credit card using Doxo's website.********* kept sending me unpaid balance notices. I reached out to Doxo Support. Doxo Support claimed they sent the payment to Ameripath. Set up conference call between Ameripath and Doxo Support. Ameripath said Doxo never sent them any money for my bill. Doxo Support kept sending me emails asking me for status update (????). I disputed with my credit card vendor ***********. *********** gave me a $151.24 credit on March 24th, 2025. I paid Ameripath invoice by telephone as it was very overdue by that time. Today, April 15th, 2025 *********** charged my account for the ****************** $151.24 AGAIN. So, in essence I paid Doxo once for my Ameripath bill and then I paid Ameripath directly because Doxo failed to pay ********* on my behalf after I paid Doxo $151.24 to cover my $144 Ameripath invoice.I am a senior with cancer. Doxo is a scam. They collected my money for Ameripath plus a fee and Doxo failed to perform the payment service to Ameripath. This is illegal and crooked of Doxo.

  

  Business Response

  Date: 04/25/2025

  Hello ******, 

  Thank you for contacting doxo regarding the payment you made to Ameripath on 2/8/25 and giving us the opportunity to explain what happened. 

  First, we are sorry to hear about your diagnosis and wish you a smooth and speedy recovery. 
  

  doxo is committted to transparency throughout the payment process. Users are guided through several clear steps confirming payment timing, any associated fees, and how to pay for free using a linked bank account. If youre interested, you can access your doxo Wallet to activate FREE payments to any of your billers: ***********************************************

  We can confirm the payment did go to Ameripath as you requested. Weve provided a copy of the cleared check to you on March 25th. After further investigation into your concern, we believe you meant to pay Quest Diagnostics - Ameripath - Lab Code AMP. 
  

  A dispute was filed for this transaction with your credit card company.  Its common for credit card providers to issue a temporary credit during their investigation.  In this case, *********** ultimately determined the payment was in fact legitimate and reversed the credit.  
  

  As you mentioned, weve been working with you directly to resolve this issue. We completed a conference call with Ameripath on 3/24/25 and remain in active communication with them on your behalf. Our Support team will reach out to you today with a brief update. Our goal is to work with the ****** to ensure this is resolved and that a full refund is issued.
  

  We apologize that your first experience with doxo was not ideal. doxo is an all-in-one payment system that allows users to pay all their bills from a single, secure account for free via a linked bank account. To date, over ten million doxo users across 97% of U.S. zip codes have paid bills to more than ******* billers, all in one place with a single, secure login. We sincerely hope you give us another opportunity. 
  

  Thank you, 
  doxo User Support
  

  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23217335
  
  I am rejecting this response because:

  - intended recipient ************** says they NEVER received payment from DOXO.

  - I paid both DOXO and AmeriPath (when DOXO failed to pay AmeriPath).

  - note that DOXO did not pay ********* UNTIL I complained to DOXO and opened a DOXO Customer Support ticket

  And I am still without the $151.24 I paid DOXO and without the $144.00 I eventually had to pay personally to AmeriPath.

  I remain convinced that I have been bamboozled by DOXO and they DOXO is a scam.

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/06/2025

  Hello ******, 
  

  We want to assure you that doxo is a legitimate company. . To date, we have  helped over 10 million people pay their bills from a single, secure account. 

  Our Support team contacted you on May 2, 2025, to confirm the payment investigation with *********. ********* has informed us their research could take 1-2 weeks to complete.
  

  To recap the payment details:  You requested a payment in the amount of $144.66 be sent to AmeriPath on February 8, 2025.  doxo sent this payment using check #******* that was cashed on February 28, 2025.  Using the billing account number you provided, ********* is currently researching where they posted the payment.  This issue is with the ****** and doxo is working with them to ensure you are fully refunded. 
  

  We will stay in contact with you and ********* until this issue is resolved. If you have further questions, please contact us at ************ or reply to the Support team email. 
  

  Sincerely, 
  doxo User Support 
  

  
  

• Initial Complaint

  Date:03/14/2025

  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.

  The above company I had used for a 1x payment of a toll that they did not pay, I canceled immediately in June and the agency switched the communication from doxo to doxoplus and proceeded to charge my bank $5.99 a month for 10 months. The representative ****** attempted to justify this action by saying it a slow pay off of a toll payment. In checking the toll payment, it was never paid by the company and I was fined. With that being said I requested all 10 months of my money back and they only refunded me $23.00

  

  Business Response

  Date: 03/18/2025

  Hello ****,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to efficiently manage all their bills in one user-friendly location. Throughout the payment and account setup process, we clearly emphasize our third-party status by including the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  

  Regarding your case, our records show that on June 13, 2024, a payment was scheduled to Drive EZ Maryland - Notice of Toll Due via doxo. The expected delivery date for this payment was June 24, 2024. This payment was sent by check and cashed on June 26, 2024. Attached is the proof of payment. A confirmation email, including payment details and the option to cancel if needed, was sent at the time of scheduling.
  

  Regarding your doxoPLUS subscription, this was enabled at the time of your payment request on June 13, 2024. doxoPLUS helps organize all your bills in one place, providing benefits that can help address common financial issues such as late fees, overdraft fees, credit costs, and identity theft. You can cancel your subscription at any time by logging into your doxo account.
  

  According to the information you provided to the BBB, our records show that you contacted doxo Customer Support on March 13, 2025. Our customer support agent assisted you with canceling your subscription, resulting in a four-month refund per our policy.
  For further assistance, you can reach doxo's Customer Support team through our online chat at ******************************************* or by calling **************. Our team will be happy to assist you.
  

  Thank you,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:02/13/2025

  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.

  When paying a toll bill with the Wdot it linked me with doxo, I made the payment and the fee they charged which was higher than the toll bill. And a month later I received a late payment bill again from ****. After contacting doxo they said they sent my payment to the wrong payment number and couldn't help me and ***** said I still owed the toll bill plus a late fee so I paid it again with wsdot on phone. The second bill I received had a warning about doxo! Now I wonder about the information I entered with this company

  

  Business Response

  Date: 02/20/2025

  Hello *****,
  
  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to manage all their bills in one user-friendly location. Throughout the payment and account setup process, doxo clearly emphasizes its third-party status with the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  
  According to your selection in our bill pay application, doxo sent a check payment to ***** Good To Go! on December 9, 2024. A confirmation email with a payment summary was sent, including an option to cancel if needed. Please note that doxo processes payments based on the information provided by the customer.
  
  Our records show that you contacted doxo Customer Support on December 30, 2024. We are escalating your case for further prioritization and will provide updates as they become available. For additional assistance, you can reach our Customer Support team via online chat at ****************************************** or by phone at **************.
  

  Thank you,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:02/12/2025

  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.

  Doxo impersonating my water place website now I have to wait 2 days to get water

  

  Business Response

  Date: 02/13/2025

  Hello *******,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to manage all their bills in one user-friendly location. Throughout the payment and account setup process, doxo clearly emphasizes its third-party status with the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  
  According to our records, you requested a payment to Consolidated Rural Water District #4 through doxo on February 12, 2025. This payment was subsequently canceled and refunded to you on the same day. Attached is the refund receipt for your reference. Please allow 3-5 business days for the funds to reflect in your account.
  
  Additionally, we do not see any prior contact from you regarding this matter through our Customer Support team. The ********************** is not the appropriate forum to resolve individual payment issues. For further assistance, we encourage you to reach out to doxo's Customer Support team via our online chat at ******************************************* or by calling **************.
  
  Best regards,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:02/11/2025

  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.

  Doxo has been collecting payments for medical practices that have nothing to do with them. They take the patients money and keep it. Never giving it to the medical practice and leaving the patient to have to pay twice. Doxo does not return phone calls from practices. I am the manager of one of the victim practices see that they are being sued by the federal government for the same thing. This company should have an F rating on BBB. Just ****** it it's all over the news.

  

  Business Response

  Date: 02/14/2025

  Hi ****,

  As an independent bill pay company we simply remit payment on behalf of our customers to the providers of their choice. The same as bank bill pay. Its clearly stated throughout the payment process, that doxo is not affiliated or endorsed by your company. In fact, doxo has remitted 247 payments on behalf of doxo customers to ******************************** since December of 2020. If you have concerns with any payments made, we are happy to work through those details. 

  
  All payments issued by doxo have been successfully received and deposited by *********************************
  ******************************** first contacted doxo on February 11, 2025. Our provider support team spoke directly with **** to address his concerns. They worked to clarify any misunderstandings about our platform and explain our services. **** then asked to speak with a supervisor. Later that afternoon, a supervisor tried to call ****, leaving a detailed voicemail with contact information for a follow-up. However, **** has not returned the call or made any further attempts to reach out to doxo.

  
  We are convenient based and aim to make the process of paying monthly bills as simple and accessible as possible for customers.

  
  We are happy to discuss the misconceptions you have about our business.
  Please contact *************************************************************** or call **************, option 2.

  Customer Answer

  Date: 03/03/2025

  We would like them to remove our copyright and trademarked name from their website and stop taking payments on our behalf.

  

  Business Response

  Date: 03/19/2025

  Hi ****,

  doxos agreement is with the user/mutual customer. ********************** is making payments on the users behalf not the business. 
  
  The doxo directory is built by users.  A doxo user added you and to ensure customers have the largest directory to pay their household bills, businesses are not removed. The doxo directory works the same as yelp with publicly available information.
  
  A doxo support team supervisor tried to reach you on February 11th to address your concerns, but they didn't receive a call back. If you want to continue the conversation, please get in touch with them at ***************************************************************.
  
  

  
  

  Customer Answer

  Date: 04/04/2025

  Stop taking payments for our patients and remove our name and logo from your website.

  

  Business Response

  Date: 04/16/2025

  ****, 
  
  New **************************** was added by a user who wants to use *********************** all-in-one bill pay capabilities to manage their list of billers, track due dates, and/or pay their bills. The Directory profile is used to ensure users are always paying the right party, and to ensure each payment is tracked and delivered accurately.  Removing your location from the Directory is not an option.  doxos Directory works similar to yelps or Googles.  You are unable to remove a profile on these platforms because they support the consumer experience, providing them with options. 
  
  Almost 70% of the users that pay ******************************* also pay other billers in the doxo Directory. The doxo Directory is the largest in the nation and is the foundation of doxos consistent, secure bill pay solution for the user. 
  
  We can confirm, your logo is not listed on doxo. 
  
  Sincerely, 
  doxo ****** Support 
  
  
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 22926347
  
  I am rejecting this response because:

  You are not authorized to use our trademarked and copywritten name and logo. We have also not received a single payment from your company.  Instead patients call us upset because they have to pay us as well as you because you will not send the payment to us.  I see that you have several legal cases pending against you for the same situation.  This should be straight forward on your part.  We are NOT authorizing you to take payments on our behalf and request to be removed from your website.

  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 04/29/2025

  
  Hi ****,

  We have been attempting to work with you since February 11, 2025 to gather more information which you have been unwilling to provide. Today I contacted your customer service and confirmed ************* ****************** received and posted at least two different payments. Ive attached the proof of payment for the customer I believe you were concerned about based on the amount of $36.23 you entered with the Better Business Bureau. 

  doxo is not taking payments on the behalf of *********************************  doxos agreement is with the user.  ********************** works directly with users to allow them to pay multiple billers using a single account. As mentioned several times during the payment process, doxo is not affiliated with *********************************  Ive attached a screenshot of what users see when submitting a payment.  I also confirmed this with ******* F today during a brief phone conversation. 
  

  As mentioned previously, doxo is not using your logo.  Nominative Fair Use allows doxo to use names as identification and does not imply endorsement or affiliation.
  Please send doxo users directly to our User Support team: ************************************************************;
  

  Sincerely, 
  doxo ****** Support
  

  
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 22926347
  
  I am rejecting this response because: *********** name and logo need to be removed from your website.  We do not wish to accept payments from you. This is in line with what the ************************ has also instructed you to do.  It's not that hard.  Remove us.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/09/2025

  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.

  DOXO has sent a false statement to my provider stating that I made a NSF payment of $73.84. In June or July 2024 I went on their website to make a payment to ************** For Sports Medicine but never authorized the payment due to the imposed fees. I instead made the payment to what i thought was *********************** directly but it was the wrong entity (see receipt). Doxo sent a ficticious statement to this company and I was imposed a $50 NSF fee. I contacted my bank and there are no records that said payment was ever remitted to my bank account. I am still receiving invoices for the returned check fee. DOXO needs to clear this up immediately. I am able to obtain and submit bank statements if necessary.

  

  Business Response

  Date: 02/11/2025

  Hello ****,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to manage all their bills in one user-friendly location. Throughout the payment and account setup process, doxo clearly emphasizes its third-party status with the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  

  Please note that doxo does not report *** fees or any other payment-related information to your ******. Upon reviewing your account and the documentation you provided, we noticed a statement indicating an "*** Reversal of Payment due to returned check" on November 16, 2024, and a "NONSU *** charge - Units 1.00 for $50.00" on January 30, 2025.
  

  The check doxo was requested to be sent to Chicago Center for Sports Medicine & Orthopedic Surgery on June 11, 2024, cleared our bank on July 10, 2024. Attached is a copy of the cashed check. Since the check was successfully cashed by ********************************** & Orthopedic Surgery, the *** fee charges are unrelated to doxo.
  

  We recommend reaching out to ********************************** & Orthopedic Surgery directly and providing them with a copy of the cashed check for further clarification.
  

  Additionally, based on the information you provided to the BBB, our records show that you have not yet contacted our Customer Support team. The ******************** is not the appropriate platform for resolving this matter. For assistance, doxos Customer Support team is available via our online chat at ******************************************* or by calling **************. They will be happy to assist you with this issue.
  

  Thank you,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:02/04/2025

  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.

  I have paid my bill on line with the business third party payment system who processed my payment incorrectly and sent my payment to ***** when I reside in ********, and I provided my address when I submitted my payment, I also have a voicemail recording from their 3rd party payment company to call them back to get it straighten it out, which I did and now they are telling me it needs to be reviewed by someone higher up. This has been an inconvenience because my trash has not been picked up due to their mistake

  

  Business Response

  Date: 02/20/2025

  Hello *******,
  
  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to manage all their bills in one user-friendly location. Throughout the payment and account setup process, doxo clearly emphasizes its third-party status with the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  

  According to your selection in our bill pay application, doxo sent an electronic payment to Waste Connections on February 3, 2025. A confirmation email with a payment summary was sent, which included the option to cancel if needed. Please note that doxo processes payments based on the information provided by the customer.
  

  Our records show that you contacted doxo Customer Support on February 3, 2025. Our agent is actively working with ***************** to resolve the issue. For further assistance, you can reach doxo Customer Support via online chat at ****************************************** or by phone at **************.
  We're happy to help with any additional questions.
  
  Thank you,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:01/31/2025

  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.

  This is a complaint about Doxo falsely posing as an official payment portal and mismanaging the supposed "payment," resulting in the money being lost while the bill remains ***********'s my story: I had an outstanding hospital bill, which I convinced the hospital to recode and resubmit to my insurance company. (Of course, my insurance did not cover a cent more of the supposedly recoded bill, but that's another story.) While this billing dispute was ongoing, my mother (we live at the same address) received what she believed to be an official bill from the hospital with a request to pay through Doxo, and she kindly but misguidedly decided to pay the bill for me. To make a long story short, the hospital never received the money, as I discovered when today when they resent the original bill. After many frustrating hours on the phone, it emerged that Doxo sent the check to a PO box associated not with the hospital but with the much larger healthcare company that owns it. The check had errors in the memo line and did not give my correct address; although the healthcare company apparently cashed it, the payment was not applied to my hospital bill, which remains outstanding.The hospital cannot track the money down, and the people at Doxo are useless. It was bad enough to pay this outrageous hospital bill once (it was one of those nightmare "$500 for a Band-Aid" scenarios); to have to pay it twice is ***************'s the crucial point: my mother did not randomly decide to pay through Doxo; Doxo sent a paper mailing to our house that convincingly mimicked an official request for payment from the hospital. The person at the hospital billing helpline told us that the same thing has recently happened to other patients, so we're not the only people who have been subjected to this scam. (To be clear, the only thing Doxo gained from this was a $3.99 transaction fee--but they effectively threw away the money meant to pay the bill, and they have no intent of making it right.)

  

  Business Response

  Date: 02/05/2025

  Hello *****,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
  

  As an independent service, doxo covers the cost of payment delivery to billers. Therefore, in some cases, a $2.99 or $3.99 fee may apply for ACH payments, or a variable fee for card payments, to account for interchange and delivery costs. However, doxo offers a fee-free payment option: simply link your bank account to your ********************** Wallet to activate free payments for any ****** when using your bank account as the ********************** method.
  

  It is important to note that doxo is a paperless company, doxo does not send any mailing to any customer on behalf of any ******. Additionally, all payment details provided to the ****** are entered by the user during the ********************** process.
  

  Based on the information you provided to the BBB, our records show that you contacted doxo Customer Support on January 31, 2025, and your case is still active. We will escalate your case for further prioritization and notify you of any updates. For assistance, you can reach doxo's Customer Support team through our online chat at ******************************************* or by calling **************. They will be happy to assist you.
  

  Thank you,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 02/06/2025

  Complaint: 22885507
  
  I reject this response. Doxo may have hidden a disclaimer about its ***** as a third-party payment service somewhere in the fine print, but it deliberately created the false impression that it was requesting payment on behalf of the entity to whom the bill was owed. Doxo's use of predatory tactics to mislead bill payers has been well documented; a web search shows that numerous hospitals, utility companies, and other entities have issued warnings that they are not affiliated with Doxo, often explicitly labeling Doxo as a scam.

  Neither my mother nor I had ever used Doxo before this incident; in fact, we were not even aware of Doxo's existence. The only reason that my mother attempted to pay this bill with Doxo is because Doxo sent us a mailing intentionally designed to mislead the recipient into assuming that was an official request for payment. Youthe person reading this complaintknow perfectly well that this is how Doxo does business. 

  We have made many calls to the hospital to which the bill was owed. The check that Doxo sent to the wrong PO box has been lost in the system; it was not routed to the correct recipient or applied to my balance. In short, Doxo has taken more than $900 of our money and thrown it out the window. This loss is entirely due to Doxo's failure to adequately perform the service that it purports to provideactually paying billsand we demand reimbursement.

  

  Business Response

  Date: 02/14/2025

  Hello *****,
  

  As previously stated, throughout the payment and account setup process, doxo clearly emphasizes its third-party status. We provide the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider." For reference, an example of this disclaimer is attached.
  
  Regarding the incorrect account number, all ********************** details are entered by the user during the ********************** process. doxo does not have the ability to modify or alter these details.
  

  As of today, we can confirm that during your call to Customer Support on January 31, 2025, a three-way call was conducted with you and Northwell Health - Facility. During this call, doxo confirmed that they had cashed the check. **************** - Facility requested proof of payment via email to assist in locating the transaction. Our agent provided you with this proof and advised you to forward it to **************** for further investigation.
  

  Additionally, due to privacy policies, **************** is unable to discuss your account details with a third party for security reasons. You may need to contact them directly for further follow-up.
  For any additional assistance, you can reach doxo's Customer Support team via our online chat at ******************************************* or by calling **************. Our team is happy to assist you.
  

  Best regards,
  doxo Customer Support