ComplaintsforPayActiv, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
PayActive has taken money from two of my pay checks and I dont have an account with them. I have spoken to numerous people and all I get is the run around. They cant locate me in there system and have no records on me. They gave me a reference number to refer to when I called. Im being told its being investigated by several different departments with no resolve.Business response
09/16/2024
Dear Better Business Bureau,
Payactiv is responding to Complaint # ******** by ******** *******, filed on 9/11/2024.
In her complaint, Ms. ******* stated that her paycheck was incorrectly processed by Payactiv. Despite our attempts to contact her via phone and email, we were unable to reach her and did not receive a response. However, our internal review confirms that Payactiv has refunded the amount in question and the matter has been resolved.
Should the BBB have further questions, please contact our ********************* at ***************************************************************.
Initial Complaint
09/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I've been having issues with payactive since February of 2024 and it just seems to get worse the support team is a joke and they keep telling me my hours automatically update after 24 hours and I still haven't received anything on payactive and I'm about to lose itBusiness response
09/16/2024
Dear Better Business Bureau,
PayActiv is responding to Complaint #******** by **** *******, filed on 9/11/2024.
In her complaint, Ms. ******* reported that her hours were not updated and that she was unable to access funds through the Payactiv app. During our investigation, we attempted to reach her by phone and email but did not receive a response. We have confirmed that Payactiv's process for updating hours relies on information provided by employers. Therefore, we cannot update Ms. ******** hours without receiving the necessary details from her employer. Since receiving this complaint, Payactiv has resolved the issue, updated Ms. *******'s hours, and she now has access to funds.Should the BBB have further questions, please contact our ********************* at ***************************************************************.
Initial Complaint
09/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On September 9th, I contacted PayActiv due to not being able to log in and access my account through my job. I keep receiving a "404 Error file or directory not found." I contacted first by chat and was told a case (#********) was created and to have the issue investigated. Within 2 hours I was contacted over phone by their customer service asking me to try logging out and logging back in. This did not fix the issue. I was then told this is being escalated to a higher team. Since then I have absolutely no idea what is going on with my account. 48 hours later, I'm now getting a new error trying to login stating "403 Forbidden". Reported the new issue to PayActiv and every single agent I spoke used the EXACT same response word from word to tell me the issue is still being looked into and it's taking longer than expected. When I try to ask additional questions, I do not get a direct answer or they just tell me thank you for your patience. I'm just getting a run around this point just to ACCESS my account yet their system is still working to debit my bank account just fine. Most companies would have an *** of fix or even a cause of issue but they can not provide me any information even after asking 3 separate times on different days! It's not fair for my bank account information to be linked to the site if I can't even access the site through phone, computer and tablet. For a company that is supposed to assist us financially and letting us access funds early, why would an issue like this go on for days.Business response
09/16/2024
Dear Better Business Bureau,
PayActiv is responding to Complaint #******** by Keaswawne ********, filed on 9/11/2024.
In her complaint, she stated that she is unable to access Payactiv account. As part of our investigation, Ms. ******** has confirmed that her matter has been resolved since placing this complaint.
Should the BBB have further questions, please contact our ********************* at ***************************************************************
Initial Complaint
09/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I transferred 125 dollars from my available funds to Payactiv. I've done this multiple times in the past. I received a email confirming the funds were sent to Payactiv,however Payactiv states they didn't receive it. I've been on hold for hours and still they don't know where my funds are. This is such a inconvenience. It appears this is not the first time Payactiv has done this to customers. It's not right. Once I get this resolved I will not be using them again. It feels like robbery.Business response
09/16/2024
Dear Better Business Bureau,
PayActiv is responding to Complaint #******** by Princess ******, filed on 9/10/2024.
In her complaint, Ms. ****** stated that she did not receive her funds from the Payactiv card. Since receiving this complaint, Ms. ****** has received her funds and confirmed that her matter has been resolved.
Should the BBB have further questions, please contact our ********************* at ***************************************************************.
Initial Complaint
09/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
It's a payroll card they've put a hold on my money and I have called for over 24 hours trying to get them to release it. They said I'm going to work you and I should get a phone call back within a couple of days meanwhile I have no money they're withholding it and not calling back.Business response
09/16/2024
Dear Better Business Bureau,
Payactiv is responding to Complaint #******** by ******** ****, filed on 9/10/2024.
In her complaint, Ms. **** stated that her Payactiv card was blocked by Payactiv. As part of our investigation, Payactiv can confirm that the issue with Ms. ****** card has been resolved, and she has been able to conduct transactions since filing her complaint.
Should the BBB have further questions, please contact our ********************* at ***************************************************************.
Initial Complaint
09/08/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This company steals your money! Was wrongfully over-deducted for a situation on their part and all they keep asking for is paystubs and you send them and they say they dont see anything wrong even though its OBVIOUS they took more out than even you were possible to spend. They took ****** cents out of my 2nd check saying they didnt take the 300 dollars out my first so now I was being deducted along with the 209 I spent when that money had BEEN taken out my account. Now they are making every excuse not to refund me my ****** DONT USE THEMBusiness response
09/13/2024
Dear Better Business Bureau,
Payactiv is responding to Complaint #********, filed by ******* ******* on 9/8/2024.
In the complaint, Ms. ******* stated that her paycheck was incorrectly processed by Payactiv. Upon investigation, we can confirm that her paycheck was processed correctly, and we have also provided her with the breakdown of her transactions.
Should the BBB have any further questions, please feel free to contact our ********************* at ***************************************************************.
Initial Complaint
08/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a card from them that I did not sign up for and all attempts to get an answer from them has failed. I've called both them (Payactiv) and the issuing bank (*********************************) and neither will return my calls. I do not know if someone has used my information to open an account with them or if this is just a scam to get my information. It should be noted that the routing number listed on the form I received does not match the routing number to the bank routing number.Business response
09/05/2024
Dear Better Business Bureau,
PayActiv is responding to Complaint # ******** by **** **********, filed on 8/25/2024.
In his complaint, Mr. ********** stated that a Payactiv account was opened in his name without authorization. Since receiving this complaint, Payactiv can confirm that the account has been closed.
Should the BBB have further questions, please contact our ********************* at ***************************************************************.
Initial Complaint
08/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had accessed $188 on August 9th at 7:39 p.m. I received a text and notification that it had been successfully deposited. Upon checking the app, I had noticed that my money was not in the account. I waited until the next day to give it time to update and found that my money was still not there. I contacted customer service via the chat feature on the app and was given a timeframe of ***** hours for an update. As it was the weekend, I waited until August 14th to check back in for an update. That customer service *** told me that my case was queued and would take some time. Also that he would prioritize it. I checked back for another update on August 19th and was told that my case was of complex nature and my case was expedited and will be fixed on top priority. My paycheck has already dropped and the money was taken from my check to cover what Payactiv was supposed to have already deposited. It is now August 25th and my money still isnt in my account. I have gotten nowhere with customer service. Thats $188 that I cannot access and need. Payactiv took the money from my check and has yet to actually deposit it in my account. That defeats the purpose being able to access money same day.Business response
09/04/2024
Dear Better Business Bureau,
PayActiv is responding to Complaint #******** by ************************* filed on 8/25/2024.
In her complaint, ****************** stated that she did not receive her funds from the Payactiv App. Since receiving this complaint, ****************** has received her funds and confirmed that her matter has been resolved.
Should the BBB have further questions, please contact our ********************* at *************************************.
Initial Complaint
08/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On August 20th I loaded $392 to my Payactiv card. On August 21st I attempted to load another $194 to my card. The $194 was never loaded on my card but does show as being deducted from my accessible earnings. The Payactiv app shows that $590.98 (includes transaction fees) will be deducted from my next paycheck despite the fact that it was never loaded on my card and the app shows the last load on my card was from August 20th in the amount of $392. Ive spoken on the phone with Payactiv and used the chat function on the app to discuss the issue on August 22nd and 23rd. Each time Im told that this matter will have to be escalated and will take ***** hours. However, the last time I spoke with PayActiv on the 23rd I was told the issue was never escalated. The issue has not been fixed and the app still states that $590.98 will be deducted from my next check.Business response
08/28/2024
Dear Better Business Bureau,
PayActiv is responding to Complaint #******** by *****************************, filed on 8/24/2024.
In her complaint, **************** stated that she did not receive her funds. As part of our investigation, **************** has confirmed that she has successfully accessed her funds since placing this complaint.
Should the BBB have further questions, please contact our ********************* at *************************************.
Customer response
08/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mobile app not sending code to my phoneBusiness response
08/27/2024
Dear Better Business Bureau,
We at Payactiv are responding to Complaint #******** by Conchette Duerson, filed on 8/22/2024.
In his complaint, ****************** state that he is not able to log in to Payactiv account. As of now, we are still investigating his complaint and are committed to finding a resolution that meets ********************** needs. Rest assured, we will keep ****************** informed every step of the way and provide updates as soon as we have them. We take all customer complaints seriously and understand the importance of resolving them promptly and to their satisfaction.
Should the BBB have further questions, please contact our Legal Operations Manager, *********************, at *******************************.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Business hours
Today,9:00 AM - 5:00 PM
| MMonday | 9:00 AM - 5:00 PM |
|---|---|
| TTuesday | 9:00 AM - 5:00 PM |
| WWednesday | 9:00 AM - 5:00 PM |
| ThThursday | 9:00 AM - 5:00 PM |
| FFriday | 9:00 AM - 5:00 PM |
| SaSaturday | 9:00 AM - 5:00 PM |
| SuSunday | 9:00 AM - 5:00 PM |
Customer Complaints Summary
476 total complaints in the last 3 years.
161 complaints closed in the last 12 months.