ComplaintsforPaya

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ON April 29 an employee of ***************** ran a credit card transaction for ******** on our accounting software that uses Paya as the transfer company. The transaction locked up due to.....have no idea... and the computer had to be rebooted. When it was ran again, it completed as normal. When we got our statement on May the 1st we saw that we were charged two times for the ********. We immediately refunded our customer for the second ********. We were charged three times for the initial, the duplicate and the refund. That amounts to over 6k we were charged for two of the three transactions that should be refunded. Fast forward 7 weeks later and I cant get any response,

  Business response

  07/02/2024

  Good Evening,
  
  Since receiving the notice of the customer's complaint, we've made contact with the client to get a better understanding of the situation and we have also worked internally to arrange a credit towards the true costs of the mistaken transaction. Notice of this resolution has been also sent in communication to the merchant as of today, regarding the refund amount, and the *** of when to expect to receive it as a deposit to the bank account on file, associated with their merchant services. We will continue to monitor the status of their repayment over this course and look to assist any other concerns that are brought to address for further attention.
  
  Thank you,
  
  *************************
  Bankcard Support Supervisor
  T *************************** | ********, **
  *****************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We cancelled the account we had with them in 2019. In 2024, they are again charging fees out of nowhere claiming we have a "reject" balance with them.

  Business response

  04/19/2024

  Good Afternoon,

  On the behalf of Paya/Nuvei, we do apologize for any delays and inconvenience regarding ******************** claim. The merchant account has now been discontinued as of 4/15/24. As we've researched into details, we do not find any previous notation of receiving a Cancellation request by the merchant's sales group that serves primarily as the host of their profile, or any documented calls or emails directly from the client, as our closure policies requires the Cancellation form with proper signature from the Guarantor and Principle Owner contacts. As part of our terms & conditions that are agreed upon application process, merchants are to notify us to close their service to cease & discontinue billing; however we will be willing to arrange credit to return towards the previous statement fees that were charged & collected for in the periods of December 2022 - November 2023 that we still historically hold 16 month record data for. 
  
  Thank you,
  
  *************************
  Bankcard Support Supervisor
  T *************************** | **************, **
  *****************************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I cancelled our merchant account effective November 30, 2023. The Paya representative assured me if I cancelled by end of November I would not incur any additional fees. Despite that assurance I was charged a $100.00 annual compliance fee. I immediately called Paya and the representative said she would refund me and allow 3 business days for the refund to show. Day 3 came and no refund so I called and another rep said allow 3-7 business day 7 came and went with no refund called again and another rep said allow **** business days. Day 10 came and went and no refund so I called again and another rep said the refund hasnt even been approved internally yet and allow 2 more weeks. They are crooks and this is gaslighting. They have no intention of refunding me my money but they were always prompt in withdrawing their merchant fees monthly for over 4 years.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Paya is our credit card processing company, and they have been charging us erroneous fees since July 2022. We originally requested our rates be reviewed in May 2022 as we were looking into a new credit card processing company. They quoted us new, lower rates, and said these would be effective in July 2022. We have actually noticed our rates have increased drastically, with no explanation from Paya. We have reached out numerous times to have our rates reviewed and all extra charges refunded, and nothing has been done. We issued a 7-day demand letter requesting extra fees be refunded to our account as well as how these were calculated, and there was no response. We are left with no option but to escalate this as far up as we need to so we can recoup funds from these erroneous credit card transaction fees.

  Business response

  01/26/2023

  As discussed, refund has been issued for the exact amount requested and will be credited to the account provided in 3-5 business days, usually sooner.

  Customer response

  01/26/2023

   
  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

  07/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There was an unrecognized charge that went through my bank account, for $110. After much research to determine who the vendor was or what the charge was for, and contacting an agent at Paya, all which took over a week, I learned that the charge was through a third party called Aperia, who charged my account due to an apparent required "assessment" that I was to fill out for my business. I take issue with this for several reasons: my requirement to fill out an "assessment" was never disclosed to me by Paya. Furthermore, I never authorized this transaction, and it is, in fact, fraudulent. This is unacceptable business practice. After discussing with an agent there, *************************, he sent me the contact information for Aperia, as if this was something that I, the consumer, should have to go after. The onus should not be on the consumer to chase down charges that should have never been on the account in the first place. Complete lack of responsibility, not to mention that this was NOT AUTHORIZED. I will be filing with my bank for fraudulent activity, which likely will mean I have to close my account - resulting in many hours of wasted time, having to re-do all of my direct deposits and accounting; completely unacceptable!!!

  Business response

  07/26/2022

  Hi,

  The charges on the merchant account are valid Paya Fees. All Merchants are required to be compliant with PCI-DSS every year. This includes merchants whose credit card processing is handled entirely by a Third-Party (also known as a Service Provider). PCI is not a government law but if a Merchant wants to process credit cards as a convenience to their customers, failure to abide by PCI and the card brand regulations can directly impact the Merchants ability to do so - and have a very real impact on their business as a result. Paya assess an annual $75 PCI compliant fee and $35 for each month a merchant is not PCI compliant. This information is disclosed to each merchant in their sales process when coming on to Paya. I have reached out and spoke to our sales team to ensure that their providing this information each merchant. I did contact **** and apologize for any misunderstandings and provided merchant the necessary resources to become PCI compliant. Due to **** being a new merchant we did issue the merchant a one time credit for  $110 for the inconvenience this has caused her.

  Thank you,

  Customer response

  07/27/2022

   
  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

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed up with the understanding that pays could use Sage100 as an ACH process and be able to send a link to collect funds from an unknown vendor. This was not the case. We never used the program and I specifically said to the agent that we couldn't use their services. They charged our firm $35 a month which increased to $55 for a total of $355 by the time I cancelled...for not even using the program. I was told that they would refund $145 which was for three months of charges (one month at $35 and two months at $55) I first received a refund of $105... called and asked where was the remaining $40...then received an additional $20...called and asked where the other $20 refund was...and have heard nothing. Very bad business practices and charged us for not using their product.

  Business response

  10/22/2021

  Business Response /* (1000, 8, 2021/10/19) */ Our sincere apologies for the misunderstanding of the fees and/or products & services. You should have received the remaining $40 credit in July, but only received $20 by mistake. Within the next 10 business days the remaining $20 will be deposited to the bank account that was on file. Kind regards, Paya Support Consumer Response /* (3000, 10, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I should not have to go through all of this to receive what I was promised. Your company needs to work on their customer service policies. Your company also needs to work on marketing your product the correct way. Telling someone that it works a certain way to get them to sign a contract, then taking money when the product is not being used, and not issuing a full refund because of bad business practices, would not equate to good business practices.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just received a statement from a health care provider that I had paid back in December of 2020. It indicated I had an overdue balance. I checked my records and I had a receipt for that amount. I called them and they told me that their credit card processor (Paya) had run 500-600 patients' credit cards for health care charges but never took the money out of the accounts. I confirmed this with my bank. Now, the provider wants their money, rightfully. The health care provider told me they fired Paya, but now I am suddenly expected to provide this money nearly a year later. I feel that Paya should take the blame for this and assist in some way. Shouldn't these companies have insurance for horrendous mistakes or mishaps like this?

  Business response

  02/24/2023

  Good afternoon, 

  Will you please provide the full name of your business, full address and phone number that we have on file?

  We will use this information to locate your account and resolve your issue.

  Thank you,

  Paya Support Team Leadership

  Customer response

  03/06/2023

   
  Complaint: 16279843
  
  I am rejecting this response because: I do not have a business, and this response is so late I don't even remember what provider this was for. 
  
  Sincerely,
  
  *******************************

  Business response

  03/16/2023

  Paya is requesting additional information to research this request.  Please see the attached form.  There is no signed hipaa form, despite the forms name.  Please sign and return and we will begin research.

  We note that Paya is NOT required in any way to to ensure merchants batches and deposits match during the merchant's reconciliation process.  This means that if there is a discrepancy in what is collected by the merchant and what is deposited in the merchants banking account,  the MERCHANT should address this with Paya immediately.  In most cases, this an error made by the merchant for failing to batch out transactions that are authorized. 

  We will be more than happy to assist you, and talk through all options.

  Customer response

  03/16/2023

   
  Complaint: 16279843
  
  I am rejecting this response because:

  It's been so long since I submitted this I no longer have the information to fill out this form they're asking for. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my merchant account for weeks. I've called 8 times to no avail and left voicemails. I spoke with 3 different customer service reps in the cancelation department and all 3 times they have put me on hold and the phone system just sends me to a voicemail to leave another voicemail. I've called twice and waited on hold for more than 10 minutes and received the message that "we can hold your place in line and call you back." Once I select that, it says "error has occurred." I want my account canceled and it should be this hard.

  Business response

  08/13/2021

  Business Response /* (1000, 5, 2021/08/06) */ Contact Name and Title: Matthew ******* Manager Contact Phone: XXX XXXX-XXX xXXXXXX Contact Email: **************@paya.com This account was boarded with Paya through a sales partner, and that partner specifically requests that all account changes, including cancellation be handled by their team. Paya received a cancellation request for T-Town Storage LLC from our partner on August 2, 2021, and the account was cancelled within 3 hours of receipt. Our apologies for any inconvenience. Consumer Response /* (2000, 6, 2021/08/07) */ Paya finally responded to an email I sent and advised my account was cancelled. I hope they did it accurately, but I'm not holding my breath.

*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. ↩