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:02/25/2025

  Type:Delivery 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 am filing this complaint against CanPay regarding an unauthorized double charge related to a purchase I made through Sunnyside Delivery. On Nov 7, 2024, I placed an order with Sunnyside Delivery and paid using CanPay. However, Sunnyside Delivery mistakenly processed my payment twice, resulting in a double charge. I immediately contacted Sunnyside Delivery to resolve the issue, but they failed to void the duplicate transaction. Despite this, CanPay is now attempting to collect the double charge from me. I have made multiple attempts to dispute this issue with Sunnyside and CanPay, explaining that the extra charge was made in error. However, CanPay has refused to rectify the situation or halt collection efforts. As a result, I am being unfairly charged twice for a single purchase, which is both unacceptable and financially burdensome. I am requesting that CanPay immediately cease collection efforts on the duplicate charge and ensure that I am only billed for the correct transaction amount. Additionally, I would like a formal response from CanPay outlining their policies for handling merchant errors and disputed transactions. Thank you for your time and assistance in resolving this matter. Sincerely, *. ****

  Business Response

  Date: 03/11/2025

  The BBB is an unsecured forum and no personal account details can be discussed. Please contact CanPay's secure Live Chat for any assistance you may require.

• Initial Complaint

  Date:11/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 son is autistic, CanPay **************** algo is limiting access to his medicine, & they refuse to provide *actual* support. **************** limits access to your own money, & randomly decreases without warning. You may leave to a dispensary with $599 available, and get there and all the sudden it is $300 available. This prevents the ability to buy medicine as a caregiver with multiple patients. CanPay demands you use their Chat App, or useless email addresses for support. They have 2 phone numbers but have disabled them for ********************* use. This is ableist, and caters only to able bodied people that are not medical patients using this "service" to buy medicine. CanPay lied to me and told me they could not "manipulate" the purchase power and said it was auto calculated, then later offered to do what they claimed could not "one time", "just today". Once it was pointed out they they lied they still refused to escalate the communications. I am also disabled and find typing difficult as it triggers my chronic pain. They seek to discriminate against me just the same by forcing typed communications, with long response times. CanPay claims to be "transparent" but will shame or ridicule you for reaching out in public forums, they will threaten to delete your comments asking for accountability, & their General Counsel will in fact block & delete things you said after threatening it. All rather than address their issue of limiting access to medicine for an autistic minor due to poor **************** math. The company claims to be from "Colorado", and from "Washington" but their company HQ is a *** store box. This feels like a shell company. Instead of helping, they gas list me, and acted like victims, and claims they felt "unsafe" when really it is my autistic son and I that don't feel safe using their solution! It limits access to his medicine! Instead of saying sorry & helping, they double down!? Meanwhile I'm still limited in access to meds!

• Initial Complaint

  Date:07/28/2024

  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.

  CanPay incorrectly debited the wrong account in mid 2022 and refused to fix their error. I couldn't link another account, couldn't remove the account to try again, no matter how many times I tried to process the "rejected payment"they rejected it despite being a valid account with money in it. A pop up said if i paid a past due balance of over $140 that it would allow my account to re-link. I did so and the payment of course cleared with the same account they swore was unable to make the initial payment. Now they are refusing to reactivate my account with '******" saying and this is a direct copy and paste-"Upon review, your CanPay account was flagged due to excessive unpaid-purchase/late payments activity.Unpaid purchases and the subsequent repayment process can be expensive for both customers and **********************, and excessive activity can result in the permanent suspension of a CanPay account.Due to these reasons, your account has been permanently suspended. Our **************** Team does not have any further specifics on the reasons for this decision by the automated system, but I do know that it is a permanent decision that cannot be altered at this time.Thank you."So i was just ripped off for $145 I'm not sure I owed, to use a service that is now refusing to enable my account again. I did not have multiple violations or issues it was that singular purchase from July 2022 that canpay seems to have messed up; canpay kept trying to debit incorrectly and canpay that was the problem.

  Business Response

  Date: 08/08/2024

  The BBB is an unsecured forum and as such, no specific account information can be discussed here. In general, CanPay customers have the ability to manage their banking within the App and can update it as needed to new bank accounts. If any customer has questions about a specific account or transaction, they can reach out to CanPay's live chat support which offers a secure environment where the best available answer can be provided.

• Initial Complaint

  Date:07/21/2024

  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.

  I signed up for this service because they said it could be used like a debit card with my bank account and Im waiting for. Replacement debit card. I had money sent to my bank account specifically to be used to purchase my medicine using this companies payment service. Immediately upon receiving my bank login and password they deactivated my account telling me Ive been suspected of fraud. I call them for help and they have a message saying to use their online help. The online help repeated legaleeze at me a few times about how they can deactivate any time whether I made a transaction or not. Super unhelpful and refused to answer any questions. Then said theyd have a supervisor reach out. They never did. I continued to message chat asking for help for 5+ hours with no response. They have read receipts on so I know they were seeing and reading my messages and choosing not to answer. They didnt even bother with an email to let me know my account was deactivated or why. I am worried they have my bank information and Ive been scammed. I am now debating whether my info has been stolen and im scared i need a new bank account. im autistic with major depressive disorder and CPTSD. This entire thing sent me into a complete breakdown and i dont feel safe or okay with this company having all my banking info! They state it works like a debit card but it doesnt even do that. They give you some made up purchasing power??? None of this is clear in advertisement or explanation of services.

  Business Response

  Date: 08/04/2024

  Hello, BBB. This complaint makes a fraudulent claim regarding false advertising. At no point in the compliant does the complianer provide any proof to back up the claim of false advertising (because there is none). This post is intended to harm CanPay's reputation through the false claim and as such should not be published by the BBB.

  Customer Answer

  Date: 08/21/2024

  I apologize, I just now saw the response from the company. They are denying the claims I've made and have not deleted my information from their company's records. This is not acceptable. Please help me. I have read other reviews and they are doing the same thing to other people. They can't get away with this.
  
  Thank you,
  ****** *******
  

  
  

  Business Response

  Date: 08/30/2024

  This message violates the BBB's rules for filing a complaint.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22022368
  
  I am rejecting this response because: the business has not responded to my complaints and has refused to remove my personal information from their records including my social security number. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/19/2024

  This complaint contains false statement(s) and does not comply with the BBB's rules for submission. 

  Customer Answer

  Date: 10/08/2024

  This company still refuses to delete my information from their system. Please do not close my case. 

  Business Response

  Date: 10/15/2024

  This message violates the BBB's rules for filing a complaint. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22022368
  
  I am rejecting this response because: they havent responded at all. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/25/2024

  The BBB system is unsecured and no personal details can be shared. Since the original post violates the BBB's own submission rules, it, and any related correspondence, cannot be publicly displayed.

  Business Response

  Date: 11/05/2024

  The BBB system is unsecured and no personal details can be shared. Since the original post violates the BBB's own submission rules, it, and any related correspondence, cannot be publicly displayed.

• Initial Complaint

  Date:07/02/2024

  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.

  This company does not debit money instantly as they should, causing multiple flags on the CanPay account as well as problems with my bank and other automated payments leading to unfair account closure with NO prior notification. I reached out multiple times stressing the importance of timely debit processing (especially as a business owner myself).Today I go to use the app which notifies me to contact an admin (not unusual because the app ALWAYS has problems) and ***** states I'm permabanned because of THEIR unprofessional system of debiting funds days, sometimes weeks later. App users shouldnt be penalized and experience delays in purchasing products because the company cannot be bothered to INSTANTLY debit funds as REPUTABLE companies do.Since I requested to deactivate my account, I also requested information on how to remove my bank account details and personal data from the system (because why keep an account on file that the company had so much trouble from, right?) and was met with a closed chat window. When I tried to re-enter the chat, my account was deactivated. Shady much? ??Gag is, this company operates EXACTLY how many others that have been sued and investigated for shiesty practices and poor customer service ??Another issue I noticed is that once I landed on the $75 space and the jackpot space and both times, the screen glitched and jumped BACKWARDS to sorry, not a winner ??I want my information deleted with proof in writing by email that my data is no longer in your records. Im glad I was banned because it highlighted what a slipshod business this is. NO company has the right to retain personal information, banking records, or otherwise after expressly requesting removal of said information. THAT IS ILLEGAL AND UNETHICAL ************** is not accredited nor is the information secured/encrypted so once your account has been banned, you are STRONGLY urged to change all information as these are most likely and ultimately scammers.

  Business Response

  Date: 07/05/2024

  BBB: this compliant clearly violates the BBB's rules and cannot be published.

  Business Response

  Date: 07/16/2024

  While CanPay cannot confirm/deny the details of any specific consumer account or information in a public forum such as the BBB, any consumer that wishes to understand CanPay's privacy policy may read about that policy here: ********************************************************

• Initial Complaint

  Date:05/15/2024

  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.

  Company makes it impossible to get an account setup. They require a photo ID submission then respond back saying the request can't be approved due to KYC requirements but provide no additional information and there is no way to get a legit reason for the denial. It's frustrating and shady.

  Business Response

  Date: 05/16/2024

  Hello, The specifics of any consumer enrollment cannot be discussed in a public, unsecured forum such as the BBB. All questions regarding a particular account should be direct to CanPay's live chat support.

  In general, CanPay must meet certain verification requirements for each consumer enrollment. If those requirements are not met, the enrollment cannot be approved. 

• Initial Complaint

  Date:05/06/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 had a limit of 3000 after I spoke with them about what their limits are they went into my account and lowered my account down to 150 dollars. In their disclosure is says limits can be based upon what you have in your bank account. Im not broke thats why my limit was set at 3000 why did yall lower back down after I talked with customer service asking what your limits are? I do not recommend company I would find another alternative.

• Initial Complaint

  Date:12/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 doesn't pull the money when it needs to be pulled and causes a bunch of issues. I messaged multiple times about trying to pay it on time and it wouldn't pull with the money in my account or when it was supposed to. I was assured everything was fine. Today I go to use it and it says I'm permabanned because their system doesn't pull the money on time and it costs the owner money for returned payments. First off, if you cant handle this happening, find a way to INSTANTLY take the money if you're too broke to deal with that. But this guy is likely a multi millionaire who doesn't care about his consumers. Additionally since I can't use the service, I wanted all of my information wiped cause I dont want someone having my info. Theres no way to delete that information which is sketchy that they try to hold on to it. Its even more sketchy you can be "permabanned" with no explanation and they can just keep all your info. This is a terrible company and I hope they go under with the way things are ran. Fix your transactions and stop putting it on the customer when your system doesn't pull for DAYS sometimes even WEEKS at a time. Delete my info. I dont even want to be unbanned if it means dealing with this kind of behavior. Btw there's no way to unban you cause the system just randomly does it. Which is crappier. So yeah. I want my info off the site, scrubbed off the website. I revoke all consent for you to have my private information like my social security and bank details. Its not acredited and likely is stealing peoples information. Please be warned.

  Business Response

  Date: 12/09/2023

  This complaint makes false claims of illegal behavior and thus violates BBBs rules for posting. This complaint must be deleted from your records. 

  Business Response

  Date: 12/19/2023

  Hello, because the BBB portal is not secure, this is an inappropriate site to try and address specific account issues (or if an account even exists with CanPay). Should any customer wish to ask a question about their account, this can be done through the Live Chat Support on CanPay's website and in the app. Thank you.

  Customer Answer

  Date: 12/25/2023

   
  Complaint: 20981421
  
  I am rejecting this response because: this didn't address my complaint nor is there efforts to change the fact I want my information off the website. The chat is no help and nobody knows how to get my information, or anyone information off. Secondly, if you cant afford to run a business, dont run a business. 

  Thirdly, withholding someone's information while they can't use your services due to your own financial issues is absurd and not secure. Matter a fact, you could say its borderline illegal. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/17/2024

  BBB,

  This compliant violates your own rules submitting compliants and should be dismissed. One example of this violation is that it makes claims of illegal behavior (abd which are notably false). Our expectation is that you will not publish this complaint due to its violation(s).

  Business Response

  Date: 01/31/2024

  BBB,

  
  This compliant violates your own rules submitting complaints and should be dismissed. One example of this violation is that it makes claims of illegal behavior (and which are notably false). Our expectation is that you will not publish this complaint due to its violation(s).

• Initial Complaint

  Date:10/09/2023

  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.

  So canpay has a free spin wheel that is supposed to be random when i contacted them to let them know that the algorithm was not random and i had predicted the outcome multiple times the person that responded (JC) basically called me a liar without even checking into it and was vary rude after this i will be contacting the Littleton chamber of commerce about this issue as well

  Business Response

  Date: 10/20/2023

  Hello, the BBB is not the appropriate forum for a discussion involving specific details for a CanPay account. That information is private. Please contact the CanPay Customer Support team directly via the live chat tool in the app if you have any additional questions or want to review the specific spin history on your CanPay account.

• Initial Complaint

  Date:09/28/2023

  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.

  The canpay app has a rewards spin wheel. If it lands on the option for you to get money, it says there was an error and you spin again until it offers you points. They are deceptive liars. Closed my account, what point is the rewards program if it's rigged? Genuinely regret letting them in my bank account. $75 credit? Error no. Please respin. You get 50 points that are useless in stores.

  Business Response

  Date: 10/02/2023

  Because no specific consumer details can be discussed here, the BBB is an inappropriate forum for resolving concerns related to CanPay. Please direct all questions to CanPay's in-app live chat where the specific details of an account can be discussed securely.

  Generally, we recommend that all customers update their Apps when provided the opportunity to ensure that all features are updated and operating as expected. Thank you.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20668638
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************