Complaintsfordoxo Inc

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used Doxo to pay my water bill on 2-29-24 and they sent my money to the wrong people. My services got turned off 3-15-24 and I had to pay $223.49 to have my water turned back on. I dont have an account with summit water my account is with ********************** which I selected at time of payment. They are giving me the run arounds about refunding my money. I want my $223.49 refunded

  

  Business response

  04/11/2024

  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.
  

  According to our records, electronic payments of $184.75 and $132.49 were sent to ****** Utilities on January 17, 2024, and March 04, 2024, respectively, as per your selection on our bill pay application. Following these transactions, a confirmation email was dispatched, summarizing the payments and offering the option to cancel if necessary. Please note that doxo does not have access to your account to alter any information; the payment was directly sent to the designated ******.
  

  We acknowledge your contact with our customer support agent on March 14, 2024. In response, our representative has promptly emailed the proof of payments to ****** Utilities. Today, we have received confirmation from ****** Utilities regarding this matter. They have assured us that they are diligently working on your request for a refund.
  

  It's important to understand that doxo can only process a refund once the payments are returned to us. Rest assured, our customer support team will keep you updated as soon as we receive any further response regarding the refund status.
  If you have any additional concerns or questions, please do not hesitate to reach out to us. doxo can be contacted on our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
  

  Thank you,
  doxo Customer Experience 
  

  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was attempting to make an online loan pmt with Veridian CU, i went to the website that was in my loan paperwork to make the pmt. Once at the site, it went through doxo which i gave out all my information to make my pmt, my loan pmt which i pay is ****** a month. I noticed a service fee for the transaction when i was finished which i found odd because online payments with veridian cu is free. Once i made this pmt i called veridian and told them what happened and they said there was nothing pending in their end and that they do not charge a fee for paying online. I went back into this doxo site and canceled the pmt which i should be refunded in ***** hours. I also contacted my banking institution so they are aware of this. Now i have to wait to see if im actually refunded ****** by April 4th 2024. If not i have to let my bank know, they will file a claim and i will have to get a new debit card. I am asking that someone help with this type of stuff with fake or 3rd party pay. I thought i was paying my actual creditor but instead it was a 3rd party scam which i never go through, very frustrated. Thank you ***********************.

  

  Business response

  04/04/2024

  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.
  

  Per your selection on our bill pay application, doxo sent a check payment of $355.00 to *********************** Auto Loan on April 02, 2024.This was due to arrive at *********************** Auto Loan on April 11, 2024. A confirmation email was sent with the summary for the payment, which also provided the opportunity to cancel if needed. It is essential to understand that doxo lacks control over when a ****** will post the payment to your account.
  
  Our records show that you have been in touch with our customer support team on April 2nd, 2024, and our agent is assisting you with this payment. As of today, this check payment has been successfully stopped and a refund is to be issued to your original payment method. Attached is the refund receipt.
  If you have any additional concerns or questions, please do not hesitate to reach out to us. doxo can be contacted on our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
  

  Thank you,
  doxo Customer Experience
  

  
  

  Customer response

  04/04/2024

  This complaint has been resolved,  they refunded all my money,  thank you!!!!

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all Never enrolled in this Doxo When I paid all of my bills, I checked online on my bank account and didnt know where this $6.41 chrg came from.For some reason one of my utility bills was where this fee came from it was either Narragansett Bay or ********* Water that it was linked to Respond in a text pleaseI get 8-10 spam calls a day ( looking for donations)

  

  Business response

  04/04/2024

  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.
  

  Upon reviewing your account, it has been found that you opted for doxoPlus during the initial setup on February 1, 2024. At that time, you were not charged the $3.99 fee. Please refer to the attached document for confirmation.
  

  Our records indicate that you contacted our customer support team on February 8, 2024, and one of our agents addressed your concerns regarding the fee. You were provided with information about the benefits of doxoPlus, and at that point, you expressed your preference to retain the doxoPlus subscription. If this no longer aligns with your preferences, you can cancel it using this link: *****************************************************.
  
  If you have any additional concerns or questions, please do not hesitate to reach out to us. doxo can be contacted on our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
  

  Thank you,
  doxo Customer Experience 
  

  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3/29/2024, continued problem with DOXO not recognizing my email address when logging in, I receive the following: Welcome back!You already have an account on doxo!Log in now to re-use your existing payment information and view your payment history.Not ********************** Sign up with a different email My email is: *********************** as you can see above, yet this DOXO which I do NOT like as a form of payment does NOT allow me to sign in with MY CORRECT email address. From what I gather, I do NOT have alternative means of paying my bill unless I use DOXO, otherwise I have to leave the home to do so. This is unacceptable, if I MUST use DOXO PLEASE, make it so that it can be used by use of my credentials previously used for this ignorant way of conducting business. I insist that You provide aNOTHER MEANS OF PAYMENT OTHER THAN DOXO AND ONE OF WHICH I DO NOT HAVE TO LEAVE MY HOME. i AM 70 YEARS OLD AND MY WIFE IS 79 AND HANDICAPPED, SO I CAN NOT LEAVE THE HOME!!!!!!!!!!

  

  Business response

  04/02/2024

  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.
  

  To start using our services, users must create a doxo account. During this process, individuals are required to provide details such as the payment amount, designated account for **********************, preferred payment method, any applicable convenience fees, and the desired payment date. It's important to note that all this information is provided by the user.
  

  Throughout the ********************** 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.
  Upon reviewing your account, we found that it has been canceled, which is why you are unable to log in. If you wish to reactivate your account, please reach out to our Customer Support team at your earliest convenience. We can be reached at **************.
  

  Based on the information you provided to BBB, our records indicate that you have not yet contacted our Customer Support team for assistance with your bill payment. For further assistance, doxo's Customer Support team can be reached via our online chat at ******************************************* or by calling **************.
  

  Thank you,
  doxo Customer Experience
  
  
  

  
  

  Customer response

  04/02/2024

   
  Complaint: 21506163
  
  I am rejecting this response because:  I did NOT cancel my subscription as the business has indicated, nor was I alerted to the fact that it would be canceled.  Their continued disruption to our lives does not allow us many alternatives when all we wanted to do was to pay a bill, which DOXO has made it exceedingly difficult to include their inaccurate response to my complaint.  I want an alternative means to make a payment and that payment is to ONLY be paid by my debit card and not the use of DOXO.
  
  Sincerely,
  
  ***********************

  

  Business response

  04/11/2024

  Hello *******, 
  

  In response to your decision not to use doxo, you will need to contact your ****** directly for further instructions on making payments. As previously mentioned, we are a third-party bill pay service. doxo enables consumers to efficiently manage all their bills in one user-friendly location. We do not have any affiliation with providers.
  

  Additionally, your doxo account has been canceled to ensure that no future payments will be processed through our bill pay service.
  

  Thank you,
  doxo Customer Experience
  

  
  

  Customer response

  04/21/2024

  BBB response back to me stating that I did not respond is very inaccurate, please note the following and the ************* ,of my response:

  Sent: 4/2/2024 8:45:32 PM
  
  From:
  ***********************
  To:
  BBB Great West + Pacific
  Subject:
  I do not accept the response made by the business to resolve this complaint
  
   
  Complaint: 21506163
  
  I am rejecting this response because:  I did NOT cancel my subscription as the business has indicated, nor was I alerted to the fact that it would be canceled.  Their continued disruption to our lives does not allow us many alternatives when all we wanted to do was to pay a bill, which DOXO has made it exceedingly difficult to include their inaccurate response to my complaint.  I want an alternative means to make a payment and that payment is to ONLY be paid by my debit card and not the use of DOXO.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined their plus service so I could use my credit card to pay for my gas bill. They offered to waive the transaction fees as long as I joined the plus service for $5.99 monthly fee which made sense as it was less than the transaction fee which is about 4%. The first month I joined and paid the 5.99$ fee and the transaction was waived for the payment. The following month I went to make a payment and the only way to avoid was to put in my debit card or bank account information so I cancelled the service. Next time I went to their website (only payment option for gas company to pay online) to pay my bill and was going to just pay the transaction fee and was offered the plus service again in which I joined and paid the $5.99 and was waived the transaction fee. Today I went on to pay my bill and again there was a transaction fee added on and the only avoidance was to enter my debit card or bank account information. I used the same credit card which was accepted when I paid the original bills after joining their plus service so they can't say it wasn't an approved financial provider as stated in their terms. I am not looking for any financial compensation only to put it out there they are not what they advertise.

  

  Business response

  04/04/2024

  Hello ******,
  

  At doxo, we are dedicated to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo offers a platform where consumers can efficiently handle all their bills in one user-friendly location.
  

  To get started with our services, users must create a doxo account. During this process, individuals are prompted to provide details such as the payment amount, designated account for **********************, preferred payment method, any applicable convenience fees, and the desired payment date. It's important to note that all this information is provided by the user.
  

  Throughout the ********************** 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.
  

  Upon reviewing your account, we confirmed that you enrolled in doxoPlus during the initial setup for your payment to ******** ******************* on December 27, 2023, with the fee waived.
  

  Our records indicate that doxoPlus was canceled in January, resulting in the fee not being waived for your payment on January 31, 2024. However, it was reactivated in February, and fees were again waived for the February 28, 2024, transaction. We can confirm that doxoPlus is currently canceled.
  Regarding the details you submitted to BBB, our records show that you contacted our Customer Support team regarding your bill ********************** on March 29, 2024. Our agent addressed your inquiries regarding the payment.
  

  If you have any further concerns or questions, please don't hesitate to contact us. You can reach doxo's Customer Support team via our online chat at ******************************************* or by calling **************.
  

  Thank you,
  doxo Customer Experience
  

  
  

  Customer response

  04/04/2024

   
  Complaint: 21504327
  
  I am rejecting this response because: The first payment was waived as stated in your membership however the second payment was not unless I utilized my bank card or giving access to my bank account.  Therefore I cancelled the service and sent a check to my gas service provider.  I used your platform for the third payment and just payed the transaction fee as I did not want to play their games at the time.  For the fourth payment I rejoined and had the fee waived as advertised.  When I went back for the fifth payment I was only able to make payment with the transaction fee unless I utilized my debit card or gave access to my bank account.  This is when I utilized the platforms chat service as I realized the second payment after joining was the problem in violation of the membership agreement.  This is also why I formulated the complaint with BBB.  The customer service representative on the chat platform continuously advised me to use my debit card or bank account information.   It does not make sense to pay the membership fee as well as the transaction fee as this is what the plus membership is for.  The supervisor also provided me with the same information of using debit or bank account information.  The chat platform was then "accidentally cut off from the chat communication"  and I then decided to contact the BBB for advisement only. They are obviously playing games with the customers and changing the rules or accepted financial institutions as they go along to collect membership and transaction fees.  Obviously I am not complaining for financial gain as it was only $5.99 but to make visible their way to cheating customers that don't want to take the time to make a complaint.  Thank you for your time.     
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled a payment to be made to a dr and the payment was never sent by doxo. My bill is now overdue

  

  Business response

  03/28/2024

  Hello ****,
  
  At doxo, we strive to make bill management convenient for our users. As a third-party bill pay service, doxo allows consumers to efficiently pay and manage all their bills in one user-friendly location.
  
  To begin utilizing our services, users are required to create a doxo account. During this process, individuals will need to respond to a series of questions, including the payment amount, the designated account for the **********************, preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the selected provider. It's important to note that all this information is provided by the user. Once you selected 'submit,' an email confirmation was sent to you with the opportunity to cancel the payment if needed. It is essential to understand that doxo lacks control over when a ****** will post the payment to your account.
  
  Per your request, doxo sent Contact Medical a check dated February 16, 2024, in the amount of $15.00. As of today, March 28, 2024, the check remains uncashed. 
  
  Based on the details provided to BBB, our records show that you contacted our Customer Support team on March 28, 2024, and our agent is currently awaiting your response. For further inquiries, you can reach out to doxo through our online chat to speak with our Customer Support team at ******************************************* or by calling **************.
  
  Thank you,
  doxo Customer Experience
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company won't cancel my cards. There is no way to cancel the card and they won't answer the phone. Annual fees wont stop

  

  Business response

  03/26/2024

  Hello *****,
  
  At doxo, we strive to make bill management convenient for our users. As a third-party bill pay service, doxo allows consumers to efficiently pay and manage all their bills in one user-friendly location.
  
  To begin utilizing our services, users are required to create a doxo account. During this process, individuals will need to respond to a series of questions, including the payment amount, the designated account for the **********************, preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the selected provider. It's important to note that all this information is provided by the user. 
  
  Throughout the ********************** and account setup, ********************** emphasizes its third-party status by providing the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
  
  According to the details you provided to BBB, our records indicate that you contacted our Customer Support team on March 25, 2024, and our agent aided you in canceling your doxo account. Upon reviewing your payment history, we can verify that no payments have been processed since September 2022, and doxo has not processed any annual fees. For additional inquiries, you can reach out to doxo through our online chat to speak with our Customer Support team at ******************************************* or by calling **************.
  
  Thank you,
  doxo Customer Experience
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent my car payment thru them to ******* finance. They are going to be 10 days late to get to *******. I am now, worried about my credit score.

  

  Business response

  03/26/2024

  Hello *****,
  
  doxo is a third party bill pay service that enables consumers to pay and manage all their bills in one location which is user driven.
  
  During the setup of your payment to ******** the delivery date of the payment was provided to you. Once you selected 'submit,' an email confirmation was sent to you with the opportunity to cancel the payment if needed. It is essential to understand that doxo lacks control over when a ****** will post the payment to your account.
  
  On March 21, 2023, you contacted our customer support agent. A call was placed with ******** during which the Hyundai agent advised that the customer has 10 days to process these ***********************. Additionally, the Hyundai agent provided assurance that if the payment is late, they will waive the late fee. Proof of payment has been provided.
  
  For further assistance with your bill payment, doxo can be contacted on our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
  
  Thank you,
  doxo Customer Experience 
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used doxo to pay a bill to ************************** in ******, **. They mistakenly sent the payment to ************************** in **********. After getting repeated statements from **************** ****** Health, and after many calls I realized what doxo had done. I contacted doxo and they did contact *********** who is supposedly sending me my $45 back, but I have still not received it. I believe doxo should have sent me a refund because they made the mistake in the first place. Doubt Ill ever receive a refund. Now its not the $45 its just the time and effort Ive spent, and the non resolution thats annoying.

  

  Business response

  03/26/2024

  Hello *****,
  
  To begin utilizing our services, users are required to create a doxo account. During this process, individuals will need to respond to a series of questions, including the payment amount, the designated account for the **********************, preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the selected provider. It's important to note that all this information is provided by the user.
  
  Throughout the ********************** and account setup, ********************** emphasizes its third-party status by providing the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
  
  Per your selection on our bill pay application, doxo sent a check payment of $45.00 to ************************** dated for November 22, 2023. A confirmation email was sent with the summary for the payment, which also provided the opportunity to cancel if needed. It is essential to understand that doxo lacks control over when a ****** will post the payment to your account. Proof of ********************** has been provided.
  
  We have noticed that you engaged with our customer support team on February 1st, 2024, and your case was escalated to our Payments team. Our team has reached out to ************************** on your behalf to recover the funds as it was determined per your conversation that the wrong ****** was selected. Additionally an email was sent to you with the information along with the copy of the cashed check suggesting you reach out to ************************** to request a refund. 
  
  If you have any additional concerns or questions, please do not hesitate to reach out to us. doxo can be contacted on our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
  
  Thank you,
  doxo Customer Experience 
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Doxo set me up with a fraudulent subscription when I was trying to pay a toll road fee for **. They charged me on 3/14 for services I neither wanted nor needed. They are not a legitimate financial institution.

  

  Business response

  03/26/2024

  Hello *****,
  
  doxo is a third party bill pay service that enables consumers to pay and manage all their bills in one location which is user driven.
  
  To begin utilizing our services, users are required to create a doxo account. During this process, individuals will need to respond to a series of questions, including the payment amount, the designated account for the **********************, preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the selected provider. It's important to note that all this information is provided by the user.
  
  Throughout the ********************** and account setup, ********************** emphasizes its third-party status by providing the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider. 
  
  Upon the processing of your payment on February 12, 2024 to ** Quick Pass you opted in for our doxoPlus subscription, the following disclaimer was displayed to you: This subscription saved $3.99 on this payment with doxoPLUS, doxoPLUS subscribers pay all their bills without payment delivery fees. Start today for $5.99 per month (plus tax where applicable). Cancel anytime. By selecting the box above you agree to the User Terms of Service.
  
  As of today, we can confirm that this subscription has been canceled along with your doxo account. Based on the information you provided to BBB, our records show that you have not yet reached out to our Customer Support team for assistance with your doxo account. The ******************** is not the forum to assist you with this issue. 
  
  Please contact us at your earliest convenience for assistance with your concern. doxo can be contacted on our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
  
  Thank you,
  doxo Customer Experience 

*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. ↩