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Complaint Details
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Initial Complaint
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I take care of my 80 year old mother with dementia and her finances . She had two charges on her Discover credit card . $189.00 in November 2023 and $189.00 in December when I called to ask what it was and cancel the rude customer service agent said it was for her car warranty . Well she has been advised not to drive and we have taken her car away . He said we needed to show proof that we sold the car ? We have no idea how the charges even happened and she is not in her right mind to make financial decisions . We canceled her credit card and he said they will be calling non stop for the next 3 months ! What company would even say this ?
Business response
12/13/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted on behalf of ***************************, BBB Case #********.Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on October 2, 2023, ************** purchased a vehicle service contract from *********************************, LLC (*****), a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $100.00 was collected directly by *****.
Enclosed are copies of ************** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
On November 28,2023, ************** contacted our office and said she wished to cancel her policy.Billing was suspended for the policy at that time, and our office attempted to transfer her to ***** to complete the cancellation process; however, ************** was no longer on the line after being transferred. ************** again called our office on December 8, 2023, stating that she did not authorize payments and asked when it was purchased. ************** was advised of the sales date for the policy, that billing was still suspended, and was again referred to ***** to complete the cancellation process.
Furthermore, our records indicate that a chargeback dispute was received on December 5, 2023 for the one (1) payment collected of $189.00. Since no further payments were received or collected, the policy was cancelled in our billing system on December 11, 2023. Accordingly, no further payments have been or will be collected from ************** by PayLink.
Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to outside collections.
In an attempt to assist **************, PayLink forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that ************** called their office on November 28,2023 to cancel her policy, stating she had sold her vehicle. Per *****, ************* was advised that a cancel letter and proof of odometer reading were needed to cancel the policy and calculate any refund that *** be due to her.************** called their office again the same day, and she was again informed of what was needed to process the cancellation. ***** has indicated that they spoke to ************** again on December 8, 2023 with her daughter, and they advised them what was needed to process the cancellation. Per *****, they cannot process a refund until the chargeback dispute for the payments is resolved.
Due to ************** stated condition, we are also adding her name to PayLinks internal list of consumers for whom we will not accept new accounts.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns.***** contact information is as follows:
********************************* LLC
*****************************br>Ste. ***************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
11/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My 84 year old father has been having money withdrawn from his account once a month for the last year. He did not authorize this payment. We aren't even sure what the payment is being used for. The withdrawal on his checking account just says ******************** home coverage. They are taking ****** a month from someone who lives on a limited income. When he called they hung up on him. I would like them to stop taking this payment out of his account. If he could get reimbursement that would even be better. Please let me know what I should do.Customer response
11/13/2023
I do help to handle my dad's affairs. I do not have power of attorney but if you need something signed, I know he would be happy to sign. He cannot afford the money that they are taking from him.Business response
11/16/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by ******************* for *******************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on June 14, 2023, **************** purchased a home service contract from ********** Services LLC (HHS), a third-party marketer selling home service contracts on behalf of ****************************** At the time of sale, a down payment of $239.39 was collected directly by HHS.
Furthermore, our records indicate that the policy was cancelled in our billing system on November 13, 2023. Accordingly, no further payments have been or will be collected from **************** by PayLink.
In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to HHS, the sales agent and company that handles customer cancellations and refunds. It is our understanding from HHS that **************** contacted their office on June 14,2023 to purchase a home service contract for his home, which was HHS only contact with **************** or anyone acting on his behalf prior to this complaint.On November 13, 2023, ************** contacted HHS regarding cancellation of Mr.******* ******* Per HHS, they provided ************** with the information for the policy, and she indicated that she would contact their office with their final decision regarding cancellation. HHS has indicated that ************** contacted their office again and elected to cancel the policy, which was processed that day by HHS.
It is also our understanding from HHS that, in line with their commitment to customer satisfaction, a full refund of $1,196.95 is being processed to Mr. ******* bank account on file.
Due to Mr. ******* stated condition, we are also adding his name to PayLinks internal list of consumers for whom we will not accept new accounts.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact HHS should there be any further questions or concerns. HHS s contact information is as follows:
********** Services LLC
*********************************************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
11/03/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Pay Link was authorized to take $300 from my account but drafted $5,700+ instead and have held onto it for 12 days and now says they need to investigate further and I should wait for their accounting department to get back to me.. it is a Friday afternoon and still no return of my funds.. Im going to report this company to my banks fraud departmentBusiness response
11/16/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by ***************************************, BBB Case #********.Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on April 12, 2022, ****************************** purchased a vehicle service contract from ************************************ (*************************), a third-party dealership selling vehicle service contracts on behalf of **********************************.
****************************** is correct that the wrong amount was processed by PayLink on October 18, 2023. Our records also indicate,however, that a refund was credited to Ms. ************** bank account for the amount improperly processed, and it is our understanding that ****************************** has now received those funds in full. We further understand that ****************************** has incurred fees in the amount of $22.00 associated with this event and PayLink has agreed to reimburse ****************************** for such fees.
For these reasons,we consider the matter resolved as it pertains to PayLink. For questions regarding cancellation of the policy or any refund due under the policy, please contact *************************. ************ Nissans contact information is as follows:
************************************
***********************************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was scammed out of my pension money on every month mt granddaughter told me it was a scam. WHen I called the company for a refund ***** was his name had an attitude and told me the people like me get what I deserve. Whole time I just wanted a refund and first of all my husband died so how rude I would like my refund immediatelyBusiness response
11/07/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by *************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
With the information provided in the complaint, we were unable to locate a billing account for *************. Our office has attempted to contact ************* via the phone number and email provided in the complaint, but we have not been able to reach her.
For further assistance, please contact PayLink at *************.
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
09/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Direct Paylink has been withdrawing ****** out of my grandmothers account monthly since 8/2022. They claim to be home warranty for appliances. I called because my grandma has no clue what this bill is for. I called on 9/19/2023 to ask questions. The agent was rude and unprofessional. He gave me no details of account. Once he finally started to give me some details. I told him my grandmothers refrigerator has been leaking and the ice maker is broken. Of course it doesnt cover that. I explained to him that the bill was in my grandfathers name. Hes been dead for **************************************** this warranty. I wanted it canceled. He told me I need to send in a death certificate. Are you serious!!!! The bill I have states coverage will be cancelled for non payment. The agent was so rude because I told him I was concerned it was a scam. He told me he didnt have time for me and hung up. What else is he supposed to be doing but helping customers if this is legit.Business response
09/27/2023
Dear *** or Madam:
This letter is in response to the complaint submitted by ****** ***** on behalf of *** ****** BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on August 2, 2022, Ms. ***** purchased a home service contract from Tribus Home Warranty LLC (Tribus), a third-party marketer selling home service contracts on behalf of 4Warranty Corporation. At the time of sale, a down payment of $289.10 was collected directly by Tribus.
Enclosed are copies of *********************** Contract as well as the PayLink Payment Plan Agreement for the Tribus Contract.
Furthermore, our records indicate that the policy was cancelled in our billing system on September 21, 2023. Accordingly, no further payments have been or will be collected from Ms.***** by PayLink.
In an attempt to assist Ms. ****** PayLink forwarded the contents of your inquiry to Tribus, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Tribus that Ms. ***** called their office to purchase coverage for her home. The Tribus agent explained the coverage terms, the down payment amount, and the monthly payment amount. *********** Ms. ***** elected to purchase the coverage, and her policy documents were delivered to her address on file on August 21, 2022. Tribus has also indicated that they issued a refund via check on September 22, 2023 in the amount of $781.08.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Tribus should there be any further questions or concerns.Tribus contact information is as follows:
Tribus Home Warranty LLC
**********************************************************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
09/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Paylink has yet to process my refund for service I never used. I cancelled service in April 2023, wasinformed that refund take **** weeks. Evreytime I call and request to speak with manager,they are busy, they will return my call, then I never get that return call.Business response
09/27/2023
Dear *** or Madam:
This letter is in response to the complaint submitted by *******************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on August 12, 2021, ****************** purchased a vehicle service contract from American Vehicle Protection, a third-party marketer selling vehicle service contracts on behalf of ****** *************************** (******). At the time of sale, a down payment of $129.00 was collected directly by American Vehicle Protection.
Furthermore, our records indicate that the policy was cancelled in our billing system on April 24, 2023. Accordingly, no further payments have been or will be collected from ****************** by PayLink.
In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to ******,the coverage administrator and company that coordinates customer cancellations and refunds. It is our understanding from ****** that they issued a refund via check to ****************** on September 22, 2023 in the amount of $1,426.00.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
****** ***************************
********************************
************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectCustomer response
10/06/2023
Complaint: 20626551
I am rejecting this response because: In response to the complaint number above, I'm following up to Paylink reply.This morning at 10:30 am my time, I called to inform them that I never received the check. The customer service representative handled my call as if she was tired of the call and disconnected the call without any solution. This is one of the issues that I have with this matter. Sometimes at most I have to call them 4 or 5 times a day with the same problem. They state at the start of the call the calls are being recorded. The representative, I felt was giving me attitude, saying that it was part of her personality. I'm at a loss because this has been going on for more than 4 months.
Sincerely,
*******************************Business response
10/12/2023
Dear *** or Madam:
This letter is in response to the complaint submitted by *******************************, BBB #********.
In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to ******,the coverage administrator and company that coordinates customer cancellations and refunds. It is our understanding from ****** that they will be contacting ****************** to confirm that she has still not yet received her refund check and that the mailing addresses the check was issued to is correct.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
****** ************** Services Inc
********************************
************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
09/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Paylink made me think they were selling me additional coverage from my dealership. Aug 14, 2023 exactly a month after I purchased my vehicle. Was told that the additional coverage would be $4.59 cents down then $1.99 a month. Told them I already was promised coverage but the employee told me this would a also guarantee towing and rental coverage should I need it. I verbally verified that this would obliterated be $4.59 cents then $1.99 afterwards. Can someone listen to the tape? After the first charge of $459 then the second of $199 I called Paylink and was verbally abused by the employee on Sept 14. That tape is absolutely horrendous... called at 12noon.Business response
09/29/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by *************************, BBB Case #********. Please be advised,PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on August 14, 2023, ************ purchased a vehicle service contract from ************* Services (***), a third-party marketer selling vehicle service contracts on behalf of EGV *************** At the time of sale, a down payment of $495.00 was collected directly by ***.
Enclosed are copies of Ms. ***** *** Contract as well as the PayLink Payment Plan Agreement for the *** Contract.
On September 15, 2023, ************ called PayLink to cancel her policy and inquire about a refund. Billing was suspended for Ms. ***** policy at that time, and she was referred to *** to complete the cancellation process. This was the only contact PayLink had with ************ prior to this complaint.
Furthermore, our records indicate that the policy was cancelled in our billing system on September 27, 2023. Accordingly,no further payments have been or will be collected from ************ by PayLink.
In an attempt to assist ************,PayLink forwarded the contents of your inquiry to ***, the sales agent and company that handles customer cancellations and refunds. It is our understanding that ************ called their office to purchase coverage for her vehicle. During the call, the *** agent stated the down payment would be four ninety five ($495.00) followed by twelve (12) monthly payments of one ninety nine eighty three ($199.83). Per ***, ************ then agreed to purchase the coverage, confirmed she understood the terms, and authorized the payments be deducted from her credit card.
It is also our understanding from *** that they have cancelled Ms. ***** policy and are in the process of issuing a refund via check to her in the amount of $516.27.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact *** should there be any further questions or concerns. *** contact information is as follows:
************* Services
****************************************************************************************************
*************
Sincerely,
*****************************
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
08/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am submitting this complaint on behalf of my father who lives in ******, **. He is home-bound and has dementia. He has had a recurring automatic withdrawal from his checking account in the amount of $318.17 for the past 12 months. It is for "Paylink-Veh Coverage". I contacted this company and they said that this recurring charge was for his supposed purchase of an auto insurance policy provided by "AUTO REPAIR NETWORK" with a phone number of **************. Paylink stated that the account number is **********, and Policy is ***********. ******************** states that they are only the "billing service".We (my brothers and I) just discovered this charge and just learned that it's been going on for 12 months, and that my dad's supposed policy is now "paid in full". The monthly fee was being deducted from his ********** checking account ************************. My father never agreed to this insurance plan and he certainly does not have the capability of communicating his bank information or even speaking on the phone, so we have no idea how this has happened, and how Paylink got access to his checking account, and why "AUTO REPAIR NETWORK" has claimed that my father wanted this policy.We have filed a dispute with my father's bank, as well. My father cannot afford the $3,818 that has been deducted from his checking account without his approval or consent.Business response
09/02/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by ******************************* for *******************************,BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on July 15, 2022, ******************** purchased a vehicle service contract from Auto Repair Network (ARN), a third-party marketer selling vehicle service contracts on behalf of ************* At the time of sale, a down payment of $495.00 was collected directly by ARN.
Enclosed is a copy of the Auto Repair Network Contract as well as the PayLink Payment Plan Agreement for the policy.
Furthermore, our records indicate that the policy was paid in full on July 14, 2023. Accordingly,no further payments have been or will be collected from ******************** by PayLink.
In an attempt to assist Mr. and ********************, PayLink forwarded the contents of your inquiry to ARN,the sales agent and company that handles customer cancellations and refunds. It is our understanding from ARN that they do not conduct sales via outbound calling and that ******************** called their office, likely in response to a mailer, to purchase coverage for his vehicle. Per ARN, ******************** authorized them to deduct the down payment from his checking account and was advised of the twelve (12) monthly installments payments to be collected for his policy. *** has indicated that Mr. ********* policy documents were mailed and delivered to his address on file shortly after he purchased his policy.
It is also our understanding from ARN that they spoke to ******************** directly regarding this matter. Per ARN, ******************** was advised to send them the power of attorney paperwork for ******************** so that they could process her requests. ARN has indicated that they are still awaiting that paperwork and will gladly comply with Mr. and Ms. ********* wishes as soon as those documents have been received.
Due to Mr.********* stated condition, we are also adding his name to PayLinks internal list of consumers for whom we will not accept new accounts.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ARN should there be any further questions or concerns. **** contact information is as follows:
Auto Repair Network
*************************
Building A
**********, ** 63385
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
08/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Complaint Against: ********************************* Billing Account: ********** Contract Number: 75DPWS1004293 My name is ***************************. I am 82 years old. My niece is helping me write this to contact you for help. I noticed on my bank statement that I was being billed $199.61 monthly. Money was being taken out of my account from **********************. I dont know what this is for an who signed up for this. I called them to get more information and they sent me the accounts summary which shows this company has been taking money of $199.61 out of my bank account since 8/25/2022. They took out that amount for 8/25, 9/26, 10/25, 11/25, 12/26/22, 1/25/23, 2/27, 3/27, 4/25, 5/25, 6/26. They took out $106.76 for 7/26. To date they have take out over $2300 dollars for nothing. The overview is saying I made twelve payments and still owe 6 more payments. I dont know who these people are and what I am paying for. My niece called and they told her that the contract is with ********************************* (188-586-6154). I dont know who signed up for this. They are saying I called them to sign up but I dont even know who they are. I request that they stop taking money out of my account and refund the money that they have been withdrawing from my account. This is horrible. Who scams an elderly person. I tried contacting them on the phone number but the women named ***** was very rude and actually hung up in my face when I requested a refund. I let her know that I dont know what this service is for and what I signed up for.Business response
08/18/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by ***************************, BBB Case #********.Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on July 25, 2022, **************** purchased a motor club membership from ********************************* (*****), a third-party marketer selling motor club memberships on behalf of Direct Protection Warranty Services. At the time of sale, a down payment of $100.00 was collected directly by *****.
Enclosed are copies of Ms. ******* ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
On August 4, 2023,**************** emailed PayLink to cancel her membership. Billing for her membership was suspended at that time, and **************** was referred to ***** to complete the cancellation process. On August 14, 2023, **************** called PayLink with her niece to ask what her membership was for and said she wished to cancel it.The PayLink agent advised that billing was already suspended for her membership and referred **************** to ***** to complete the cancellation process. These were the last contacts PayLink had with **************** or anyone acting on her behalf prior to this complaint.
Furthermore, our records indicate that the membership was cancelled in our billing system on August 17, 2023. Accordingly, no further payments have been or will be collected from Ms.***** by PayLink.
In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that **************** initially called their office to cancel her membership on July 24, 2023. Per *****, they then offered to reduce the final six (6) payments, and **************** agreed to keep her coverage. ***** has also indicated that **************** called their office again with her niece to cancel her membership, who indicated she was the power of attorney (***) for ****************. Per *****, they are waiting for documentation of the *** and a letter of cancellation.
It is also our understanding from ***** that they have cancelled ******************** membership and are in the process of issuing a refund via check to her in the amount of $1,542.38.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. ***** contact information is as follows:
********************************* LLC
*****************************br>Ste. 121<***********************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I noticed today while going through bank statements that paylink home coverage was taking out $176.89 out of my bank monthly beginning in May of 2023. I was not aware of this as I already have home coverage.Business response
08/17/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on March 31, 2023, ****************** purchased a home service contract from Like New Home Warranty (Like New Home), a third-party marketer selling home service contracts on behalf of *************** Group. At the time of sale, a down payment of $195.00 was collected directly by Like New Home.
Enclosed are copies of Mr. ******** Like New Home Contract as well as the PayLink Payment Plan Agreement for the Like New Home Contract.
Furthermore, our records indicate that the policy is still active in our system. If Mr.******** wishes to suspend the billing for his policy, he can contact PayLink at *************.
In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to Like New Home, the sales agent and company that handles customer cancellations and refunds. As of today, PayLink has yet to receive a response from Like New Home.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Like New Home should there be any further questions or concerns. Like New Homes contact information is as follows:
Like New Home Warranty
*****************************br>Ste. ***************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
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Get a QuoteCustomer Complaints Summary
116 total complaints in the last 3 years.
17 complaints closed in the last 12 months.