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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

  • 794 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:04/07/2025

    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.
    I sent money to a loved one at st.bride correctional facility Before they could receive the money I disputed two transactions because of the wrong input of amount Now JPay had stated that they blocked my loved one from receiving money at all until the amount of ****** is repaid to JPay but the inmate never had access to the money and I disputed transactions now they will not allow him to receive money until this is paid and this wont even go to his account it will just be confiscated

  • Initial Complaint

    Date:04/05/2025

    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.
    Over the past years I been paying for video visits to see my friend. And about 3 weeks ago I got tired of them keeping my money for the last time instead of crediting me for a visit I never gotten. I just want a credit to my account or I will start a civil suit against them. This is crazy and the price is only $2.99 a visit but I promise I have lost at least 8-10 visits with my loved one. Just need them to give me my money. Thanks

  • Initial Complaint

    Date:03/07/2025

    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.
    Jpay is misrepresenting payment options. I have a credit card on file where jpay is charging thier fee but then Ive received additional charges on my credit card when there is no clarity that only debit cards would be able to be used without further charges. This should be clearly notated once credit card number is determined in system. Yet I just stumbled across the additional charges while looking at my statement.

  • Initial Complaint

    Date:03/07/2025

    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.
    This has been going on since July of 2024. I had a debt card from them that had ****** on it the card expired in July of 2024. I notified them that the card expired and I did not receive a new one. They sent me a new card and stated that Jpay is no longer the card they use. When I stated what card are they using the *** stated it was paid Premier and that they would issue another card with the balance on it. I received a new card but the balance was never transferred to they new card they sent out. I called them and they stated they would send a check and it would take 7-10 business days to receive it. I waited and no card. I called again and it was in November because I suffered ************** and I explained to them that the check never came and this time they explained it would take another 7-10 business days. When asked why another 7-10 day the *** stated they had to issue a new check. I called back again December the 18, 2024 and *** asked did I receive it and I stated if I received it I would not be calling. he place me on hold and came back stating the check was sent to give it a little more time. I then called January 15, 2025 and they asked that I called back tomorrow and I did. They stated that the check was process and i begun to tell them that I heard that before and the check never came. They asked that i wait 2 to 4 weeks in which I did. I then contacted them again on March 3, 2025 and once again they stated they were sending out another check and it takes 7-10 business days. At this point I'm tired of asking question and calling and keep getting the same respond. I'm not sure what the hold up is nor why they are telling me it's sent and never receiving it.

  • Initial Complaint

    Date:01/27/2025

    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.
    I had my phone broken into /hacked A payment was made to JPay from my account in the amount of $55.00. I filed a discrepancy with my bank. I called to see what was going on and was told i have to pay $80.00 because i filed a discrepancy with my bank. Now my account is restricted preventing phone calls from friends and family.I am a victim of fraud and they are requiring me to pay stolen funds so I can speak with my loved one. They ate victimizing the victim.

  • Initial Complaint

    Date:01/02/2025

    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.
    I opened a jpay account on 12-29-24, and purchased 50 jpay stamps, of which I used 8, so I have so I should have 42 stamps remaining but when I went on, but when I tried to log on to my account on 1230 of 24 I didn't have any stamps remaining. Then it started telling me that my email address was wrong. Well, my EJ email address is correct. It's been the address for 10 plus years. So I just want my account open with my ****************************** a refund, please.

  • Initial Complaint

    Date:12/18/2024

    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.
    We sent a money order amounting to $206.75 to an inmate, but the inmate is complaining that he still haven't received it. We reached out to *************, and they confirmed that it was cleared by JPay on August 19th. However, we contacted JPay via email, and they have not responded.

  • Initial Complaint

    Date:12/11/2024

    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.
    I am writing this complaint on behalf of my friend, ***** M. ***** (Inmate #*******) who is currently incarcerated at ****************************** in *************. He recently purchased an album called "Black Soprano Family" by ***** the *******. He purchased said album on 10/25/2004.He has requested a refund because the album is full of static and the song volumes are low. He followed their (JPay) instructions to redownload the album and reinstall, but to no avail. He has done this process four times, per the instructions from JPay, after submitting trouble tickets. The album is defective, and he simply would like a return on his money and investment to JPay. Please feel free to contact he or I as this matter is ongoing. Thank you ***** *******

  • Initial Complaint

    Date:11/26/2024

    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.
    This is so crazy my loved one is lockdown in a facility only comes out one time a week and because of this stupid upgrade i could only see him one time on a free video call now i cant and it p*sses me off so i am looking for someone to resolve this issue

  • Initial Complaint

    Date:11/23/2024

    Type:Sales and Advertising 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 will tell you the issue I had a dozen video visits set up with my loved one and they canceled them because they didn't follow compliance I pay $5 a visit over 20 a week not including the $36 a week that i spend on stamps so I want to know why the canceled all my visits including next week holiday and his birthday without REFUNDING my visits that is stealing my money and illegal I want my refund issued

Jpay LLC is NOT a BBB Accredited Business.

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