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Business Profile

Financial Services

Jpay LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Complaints

Customer Complaints Summary

  • 795 total complaints in the last 3 years.
  • 128 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/28/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Someone fraudulently used my card to send $10 to an inmate. I disputed the transaction and of course won. I would have been fine sending my friend the $10 however I would have used my debit (not credit) card.when I went to resend the $10 using my debit card I found my account frozen. And my inmate friend ******** is being punished in jail. Of course this is all illegal and immoral but Jpay does not care because they are dealing with inmates, who they believe they can treat anyway they want. I want my account unfrozen as well as Brittanys. Ive know ***** since she was a child and she does not deserve this.

  • Initial Complaint

    Date:08/26/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    ***************************** #******* at keen mountain correctional has tried to contact jpay multiple times in relation to the jp6 media tablets that were passed out a week ago. It worked for 3 days and once charged did not come back on. Currently still broke. A replacement is needed.

  • Initial Complaint

    Date:08/25/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a love one in a Correctional Facility his name is *****************************# ****** he purchased a game ( PuzzleGolf ) when he first purchased his JP 5 tablet back in April of 2015 that has been working fine but when he purchased the new jp6 back in December of 2021 he received the new one back in April of 2021 JPay never installed any apps on it until July of 2021 all the games he previously purchased from his jp5 work perfectly on his Jp6 except the game PuzzleGolf that never worked period on his JP6 tablet. Every time he tried to access the game the screen will turn black with nothing else happening he's been putting in trouble tickets about this problems he's been having since and going through all these troubleshooting steps with no fix of the problem and they're refusing to get him a refund and or credit towards another game which this problem was clearly not his fault. Thank You for your time

  • Initial Complaint

    Date:08/23/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Ordered a media player and I was forced to upgrade to another device. The upgraded device came, the device stopped working within two days. I have tried to reach out to the company but only get generic message. Anyway to have a new one sent so I can have access to all my music and emails which I have paid for. I am in ****************** facility with VADOC. J pay is the service they provide but I am not gaining any traction to getting this resolved.

  • Initial Complaint

    Date:08/21/2022

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We are filing a complaint against jpay on the grounds that they allow the censoring of messages photos and videograms who's content is within the rules and regulations of permitted material per chapter 33 of The ******* Administration code ; when the censoring occurs the stamps charged to send them are not reimbursed and the sender/receiver has almost no means of having it reviewed and overturned - despite the content being innocuous; as the result jpay is defrauding inmates and their friends and family through this unprofessional practice.

  • Initial Complaint

    Date:07/16/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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'm actually filing a complaint for an inmate at ********************************************************* in ******, **. His name is *************************************, inmate # ******.His message/complaint-I would like to file a complaint against Jpay.I plug my tablet up to the kiosk over a month ago and all my information was deleted. I lost all my mail, my music, my pictures, and my games. The next time I plugged into the kiosk I got everything back except my pictures. I informed the company of the by way of the trouble ticket system they have. They responded and gave me different suggestions I could do to get my pictures back, none of them work. I informed them that none of their suggestions work. We have basically been going round and round with the end result of them holding my pictures hostage why I do not know. Technology is far to advanced for them not to be able to just push my pictures back on to my tablet. These are pictures that my family and friends paid to send me under the belief that they would be on my tablet. Can you please help me. Thank you for your time in this matter.

  • Initial Complaint

    Date:07/07/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    J-Pay j-pay.com is a 3rd party which allows families to contact their loved ones in prison. That company is no longer serving us and another company has replaced them. J-Pay refused to reimburse any monies that families have put on account for their use or the prisoners use. When money is added to account, it says money is not transferable (between prisoners) or refundable. This is NOT the situation. Monies on the books are not being refunded to the families or even given to the prisoners.. J-Pay must be keeping millions (overall) from families who often times have difficulty paying these fees as well as the exorbitant fees charged by other 3rd party vendors . thank you Sent from *********************** **********************

  • Initial Complaint

    Date:07/05/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    JPay is a service provided with support for inmates. An apple email was sent out explaining that JPay was Ill no longer be available for the *************************** and credit will be given on the new app providing support which is GTL. I had bought stamps and placed $100 on my son before knowledge of this. I am asking for full refund of my coat to the 13 stamps left over and the $109 I paid for money to be added. Also I found out they were not supporting through an email sent out to my daughter and not myself although I have an account with them. All customers should have been notified of the change and just like the app has been updated to not allow you to spend stamps to send emails and picture it should not allow you to send money. It lacks integrity to take money and not be able to provide all services and this update should have been disclosed to all customers allowing them at their discretion to determine who they were going to support.

  • Initial Complaint

    Date:07/03/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    JPay was discontinued at ********************* in **********. I still have money in my account, around $6.00, that they did not return to me, even though I can no longer use their website. It's not the amount of money, it's the principal - they're stealing from me. I saw my recurring payments, last one was $18.00, but when I tried to see the balance they removed everything so my only option is "SET UP NEW RECURRING PAYMENTS".

  • Initial Complaint

    Date:07/03/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Jpay provides kiosks for the inmates at ********************* Center in *********, **. The kiosk in, at least, building 3B has been unusable for over 6 weeks now and is the primary contact mechanism for inmates to reach their loved ones and vice versa. Phones are not always available but the kiosks are supposed to be. We understand that they cannot be up 100% of the time, but we have reached a level of ridiculous at this point. I have emailed them (JPay customer service) twice in the past 2 weeks and have not even received a courtesy default response that they got my message. They advertise high availability to the inmates, but are not taking care of the problem. The inmates have filed grievances as well and have fallen on the same deaf ears.

Jpay LLC is NOT a BBB Accredited Business.

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