ComplaintsforEnvision Payment Solutions, Inc.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a call today from Manny with Envision Payment Solutions regarding my check#**** in the amount of $35.00 at 8:13am this morning. Which has led to this disputed debt collection.I was never informed by the school of any issues regarding this check and I have written multiple checks to the school without any issues in the 4 years of my son attending ***********************. I went to the school at 9:00 am this morning and spoke to **************** and Officer ***** because I believed this to be a case of fraud. Then after returning home I called Envision again and spoke to ***** where she advised me to email their customer service department and request a copy of the check via email. I did as advised , I also returned to the school and spoke with ************* the principal, *** ******** Office Manager and *************** the Bookkeeper. I then explained to the three of them along with my husband who was in attendance as well, about the matter and was told by the bookkeeper that Envision was the collection agency that Chesterfield ************* System uses to collect debt. ****************** provided me with a copy of the check after ************** stated I could not have a copy. ************** also stated that everything that is happening is out of her hands and there is nothing she could do. I believe this is a banking error and I'm being held responsible for this error. I have called my bank several times today as well, trying to get clarification and was told 1. the check was never presented to them and 2 it sounded as if the check may have been compromised when it was sent through the electronic reader. This was me speaking with a **************** Representative for ************** Bank.I am disputing these charges being assessed by Envision and requesting validation and an itemized detail for the fees being charged.Please be advised my check was never returned by my bank for NSF, my bank stated they could not locate the account. There was never any intent of not honoring the check but it can clearly be seen on the check copy there was a key error made by the receiving bank in this case, which is ***************** am willing to make this right by paying the original $35 dollars owed to the school but not any other charges caused by a banking error.Your attention and assistance in resolving this matter would be greatly appreciated.

  Business response

  05/10/2024

  Thank you for bringing our customer's concerns to our attention. 

  I spoke with ******************** today and resolved her dispute.  Her fees were waived upon review of the item and confirming there was a scanning error. 

   

   

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has made no attempt to call, and if they have no messages left. They mailed us a letter about a $10 check that was *** when in fact we have a bank statement that shows the check has been paid by our bank. They want to collect a $30 fee for the *** check that was paid/cleared before we even received their letter. I want them to immediately discontinue any and all contact. Show the "account" as paid and provide written proof. Cease any further collections activity. Remove any reports to any and all credit bureaus.

  Business response

  02/22/2023

  Thank you for the opportunity to respond to Mr. ******** concerns.  We do not believe we have violated any law, violated this consumers rights, or acted inappropriately.  Upon review of our records,we did send a letter explaining the situation to the consumers verified address.  A telephone number was not provided on the consumers check so letters are sent as a courtesy. The transaction the consumer sees paid by the bank was the electronic re-presentment indicated in our letter.  
  
  That said, our goal is always to provide excellent customer service.  A senior representative will be calling the consumer today at the telephone number provided in this notification to provide additional details and answer any questions.  In the alternative, the consumer is welcome to call us to discuss the matter further. 
  

  Customer response

  02/22/2023

   
  Complaint: 19420133
  
  I am rejecting this response because:  The check has been paid.  I specifically stated cease all collections activities and do not contact me.  Remove all records of this from anywhere its been reported.   The check was paid before the letter was sent.   

   

  Good bye.
  
  Sincerely,
  
  *****************************

  Business response

  02/23/2023

  Thank you for the opportunity to respond to Mr. ******** concern,and  we regret that our response has been rejected by the consumer. 
  
  We do not believe we have violated any law, violated this consumers rights, or acted inappropriately.   Per confirmation with our client, Envision decals are posted in the front office and at each cafeteria register.  The returned check policy can also be found  on page 50 of the elementary / intermediate parent handbook or page 71 of the secondary parent handbook.  
  
  That said, our goal is always to provide excellent customer service.  We are willing to speak with the consumer to explain the process and answer any questions he may have. 

  Customer response

  02/24/2023

   
  Complaint: 19420133
  
  I am rejecting this response because:  The check has been and was paid prior to any claims made by Envision.   I am not their customer and owe them nothing. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with a collection agency since September of 2022 by the name of Envision Payment Solutions. I have never authorized this company to withdraw from my bank account yet they keep doing it. They stated it's for a returned check but I have verified that the check was cleared. I have sent them the proof of that. They keep taking the payment out every month and then putting it back which is resulting in my account to have insufficient funds. I have never received a letter in the mail regarding this matter. I have never signed an authorization to withdraw from my account nor given verbal permission. Unauthorized withdrawals is in violation with my consumer rights. An FDCPA violation can require the debt collector to pay me a maximum of $1,000.00 in statutory damages should I obtain a lawyer. I did not and do not authorize EPS to withdraw from my bank account. If there is anything I owe, it should be sent via a letter with explanation not illegally be withdrawn from my account without consent. The amount of $60 was again taken out of my account today 12/28/2022. I would like the unauthorized charge to be refunded back to my account.

  Business response

  12/30/2022

  Thank you for the opportunity to respond to **************************************** concerns.  We do not believe we have violated any law, violated this consumers rights, or acted inappropriately.  Upon review of our records, it appears that we have had conversations with the consumer to answer her questions and explain the details of our actions.  We have also sent letters explaining the situation to the consumers verified address.
  
  That said, our goal is always to provide excellent customer service.  A senior representative will be calling the consumer today at the telephone number in our records to provide additional details and answer any questions.  In the alternative, the consumer is welcome to call us to discuss the matter further. 

  Customer response

  12/30/2022

   
  Complaint: 18649182
  
  I am rejecting this response because: you are not to withdraw funds from my personal bank account without my authorization. I never signed an authorization nor gave you verbal permission to withdraw any funds at anytime. I never received any notification via mail. I did not sign a check to your company. Your charge appeared deducted from my bank account and there was a telephone number attached. I called the telephone number and that is how I found your establishment. If you continue to take funds from my account without my permission or authorization, I will obtain a lawyer. 
  
  Sincerely,
  
  *****************************

  Business response

  01/04/2023

  Per our original response, we did reach out to the customer and left a voicemail requesting a return call at the contact number of record. We did not receive a return call.  We are more than willing to answer any questions and discuss this further. We will try to call again on 1/5/23 and will leave a voicemail with our contact information if we are unable to reach the customer. Thank You.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The number ************ calls me at least once a day, sometimes multiple times per day. They never leave a message. When I answer, no one says anything. Its borderline harassment. I have no idea what they want since no one ever speaks. I dont owe anyone money. All my bills are paid. They need to either tell me what they want or leave me alone!

  Business response

  12/08/2022

  Thank you for the opportunity to address your concerns. 

  Upon review I see that you have been in contact with our office. I will have a senior represnetative reach out to you to discuss further. 

  If we can be of further assistance, please contact us at **************. 

   

   

  Customer response

  12/08/2022

  It turned out that this was a collection agency hired to collect my local property taxes. I only found this out by coincidence. I called the county asking why they hadn't taken the money out of my account yet (even though I had contacted them weeks ago and they said they received the payment but it was still processing). Apparently, the payment was rejected because I accidentally typed the wrong account info to a completely different third party payment vendor. The county gave me the number to Envision, which matched the number I had been getting endless phone calls from with no messages left and with no one responding when I answered. I finally reached out to Envision and told them I was still very upset because of the repeated phone calls with no answer. I was also upset that I had no clue that I made a mistake. I submitted my payment on time, but because of their lack of communication, I have incurred tax penalties. Plus, Envision wants to charge me their own "penalty" fees. I asked them why they never successfully contacted me, never responded to me, never left a message, and the person just told me they didn't know. Just yesterday, I received a letter from Envision in the mail. I, in good faith, submitted my payment on time (I paid 10/30/22 and the bill was due 11/122). Due to a lack of communication, I found out well over a month later that I had not successfully completed the payment and that I was on the hook for about $150 worth of penalties both from the county and from Envision. I repeatedly explained that this was poor management on their part. They refused to do anything to remove their part of the fees or to unblock my account so that I could pay the county directly. I understand I made the mistake with the payment, but they made the mistake on failing to inform me and thereby failing to allow me to avoid excessive penalties. Their response to the BBB was that someone "from senior management" would contact me. I have yet to hear the phone ring once! This was an inexcusable cluster jam of epic proportions. 

• Initial Complaint

  10/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid a fine thru the department of revenue years ago and not thru envision . The bill was from 2019. Envision didnt follow up with the department of revenue to see if I had satisfied the fine and made me pay it all over again, their explanation was that they dont communicate with them . Well if you dont communicate with the *** how did you know what I owed for my current fine. I called the *** and they claim the same thing that they dont communicate with them . All they had to do was send an. Email to research that the debit was taken care off. When I called the *** they told me that the fine was $85 but Envisions still forced me to pay a debt that I had already satisfied. They event had recorded of the fact that I had paid for the fine . I was forced to pay $294 . And wait 3 days to get the hold removed from my registration so that I could get my tag. A very inefficient process. All I had was $294 and the customer service agent was trying to force me to pay their processing fee of $9 which they could have waved. They literally ripped me off . I had furnished necessary documents in 2020 to satisfy envision debt. Its not fair that you have to be forced to pay something t wife because of someone else incompetence and dont wanting to get to the bottom of the issue..This left me needing a way to work because of the games they are playing to get money from customers

  Business response

  10/13/2022

  Thank you for the opportunity to respond to your concerns. We are actively working with the client and will provide additional information as sson as our research is complete. 

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  4/5/2022 I was told from the tag agency that I couldnt get my tag because I owed $131.95 ok so once I left the office I paid it that morning I used my account and routing number because I realized I didnt have my debit card but once I paid it they told me that after 72 hours the hold at the tag agency should be lifted so I went back after ********************************************************************** the number to envision payments and told me to call so when I did they tell me that I have to wait until 4/10/2022 she told me that the hold would be lifted on 4/11/2022 so I went back and again and I cant get my tag because of the hold so they gave me the number again I called and Im still getting the run around they lady said that she see that the payment has been made but somehow even though she seen the payment the hold is still on there and its becoming impossible to get my tag for my car

  Business response

  04/12/2022

  Thank you for the opportunity to address your concerns. 

  Confirmation of your payment has been sent to the client.  We have verified with them that as of this morning, 4/12/22,  the hold on your account has been removed and you are in good standing with the client. We apologize for the misunderstanding and any inconvenience it may have caused. 

  Please let us know if we can be of further service. 

   

   

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I received a phone call from ******** of Envision Payment Solutions and she left a voicemail. I called her back and she informed me that our account had already been turned over to collections because we did not pay our property tax ****. I explained to her that we did pay our **** back in December. I said if you go out to the ********************* ********************** you can see we paid our ****. She said that wasnt her job to look on the tax collectors website. She was extremely rude and in the end she hung up on me. I called the **** County ********************* and spoke with ***** in the finance office and he admitted that he overlooked us paying our tax **** and never reported it as being paid. I am concerned that our credit is going to be ruined with this ******** turning our account over to collections. I will have to say, ******** has the right attitude to be a collector, but she should make sure she has something to collect before her fangs come out. I want this company to ensure me that nothing from your office was turned over to collections on a **** we paid back in December, and I also wanted this company to know how rude and obnoxious ******** was and is.

  Business response

  01/19/2022

  Thank you for your feedback regarding your interaction with Envision Payment Solutions.  We appreciate the opportunity to respond to your concerns.

  Envision contracts with our clients to recover their accounts. When a customer advises us that they have already paid the client, we ask for details about the payment so we can confirm the payment with the client.  The details we request are obtained to help the client research the payment and ensure it was applied to the account we hold in our office.  In this case, the customer would not provide the details of the payment they made,but we still contacted the client at which time they did confirm they had accepted payment.  The account was immediately removed from our system.  We do not report to the credit bureaus, so no correction is needed to credit reports.

  
  Thank you again for your feedback.  Our mission is to serve our clients and help their customers in a courteous, friendly manner.

  Customer response

  01/20/2022

   
  Complaint: 16456094
  
  I am rejecting this response because:

  Envision Payment Solutions is being dishonest about what transpired.  My husband was first called by your representative which I may add is one of the rudest individuals that me or my husband have come in contact with and besides that she lies.  She was so rude to my husband that he hung up on her and then she called me.  She was like i said the rudest and most obnoxious person i have ever had the displeasure of meeting.  She should not be dealing with the public in any way.  The first words out of her mouth was our account had been reported to the credit bureau for lack of payment.  This was a property tax **** and I explained to her on how to look up on the **** County Property Appraisers website and you can immediately tell if a tax **** has been paid or not.  HER RESPONSE WAS "THAT IS NOT MY JOB".  She should not be harassing people in January 2022 who have already paid their **** in December 2021.  She is a nasty individual.  It takes a lot for me to file a negative BBB complaint.  I hope that no one has to experience any conversation with your representative ever.  If out **** County Tax Collector was smart they would do a total disconnect from Envision Payment Solutions.  I notice in your response to my BBB complaint you never addressed your representative's rudeness and the fact that she lies;  Therefore, until that has been addressed I do not accept your complaint.  By the way she hung up on me because she said I threatened her and I did no such thing.
  
  Sincerely,
  
  *********************

  Business response

  02/01/2022

  We do thank you for your feedback, and appreciate you taking the time to let us know about your experience. We take all customer feedback seriously and use it for training.  Your experience with our agent has been escalated to the manager of that department and will be addressed. 
  As previously mentioned, we did immediately remove the account from our system once we confirmed with the client that payment had been received by their office.  We do not report to the credit bureaus.
  Thank you again for your feedback and the opportunity to address your concerns.  Please rest assured they will be addressed with the agent. 

  Customer response

  02/03/2022

   
  Complaint: 16456094
  
  I am rejecting this response because:  This person should not be working in any capacity that they deal with the public.  Like I said in my 64 years of life, she is the rudest person that I have ever come in contact with and she is dishonest.  You would think that Envision Payment Solutions could and would hire more customer oriented and honest people.
  
  Sincerely,
  
  *********************

  Business response

  02/04/2022

  Envision Payment Solutions follows internal proprietary processes and policies to handle this type  of concern. We thank you once again for your feedback and assure you your concerns are being addressed.

  
  There will be no further contact from our office or agents. The matter is considered resolved.  

  
  We have confirmed you have a zero balance and no fees were assessed. There was no reporting to the credit bureaus.  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I mailed a check to Montgomery County, Maryland for my property taxes and it was cashed by Envision Payment Systems on the 14th of October but never paid to Montgomery County so I am now not only missing over $2,000 but accruing penalties for my unpaid taxes.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/04) */ Thank you for the opportunity to respond to your concern. Upon research, we found that your payment was received in our office on 10/18. The payment was remitted to Montgomery County the next week in accordance with their payment schedule. Montgomery County posted the payment to your account upon receipt in their office. A representative from Montgomery County should be reaching out to you on the telephone number provided in this complaint. Thank you again for the opportunity to be of service to you.

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