Complaints

This profile includes complaints for Paymentus Group, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Paymentus Group, Inc

  13024 Ballantyne Corporate Pl STE 450 Charlotte, NC 28277-4446

• 

  Paymentus Group, Inc

  13024 Ballantyne Corporate Pl Ste 400 Charlotte, NC 28277-4322

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.

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Pse&g charged me by accident, gave me a credit. It was significant. ***** supervisor told me this company has to credit my card,they use a third party. Called this company and they refused stating they don't do that. Pas&g called back,insist they must

  Business Response

  Date: 02/18/2025

  Hi *****,

  I will locate the payment and have a supervisor reach out to you directly to discuss options. We will reach out by phone and email in order to make contact.

  Regards,

  **** *********
  Manager, Customer Care
  p: **************
  ****************************

• Initial Complaint

  Date:01/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to make my car payment, and was directed to this shady company. All through the process, the inconvenience fee (intentionally worded this way) was never mentioned. Only AFTER hitting submit did I get a copy of the receipt showing that these a$$holes charged me $10.00 for an undisclosed fee. I expected the normal $1.95 fee even though no charge was disclosed. But $10.00!? Had I been notified, Id have paid in person. I want a refund, an apology and a guarantee that the EXACT amount of a fee will be disclosed to everyone forced to use this ***** company to pay a bill. Short of all three of these, my next step is filing complaints with the ******** and contacting an attorney to pursue class action status

  Business Response

  Date: 01/23/2025

  Hi ****,
  
  I would like to look into this for you.

  Our convenience fee is posted online in order to inform our customers of the fee before the payment is processed. Generally speaking it is presented just before the final confirmation of the payment giving you a chance to cancel. I will reach out directly with a few questions and assist you with this, and make sure we address all concerns. 
  
  Regards,
  **** *********
  Manager, Customer Care
  p: **************
  ****************************

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:
  
  It wasnt stated the amount until AFTER I hit the submit button and got my receipt. And $10.00 to process a debit card transaction is beyond ridiculous.
  

  Business Response

  Date: 01/24/2025

  Hi ****,
  
  On the Quick Pay site that is linked to Prestige's website, it informs the consumer as follows:
  
  In step 1, there is a message informing customers "You'll be able to review final payment before processing". 
  In step 2, it informs customers of all 3 of the following components before you click "Submit Payment" as follows.
  
  * Payment
  * Processing Fee
  * Total Amount
  
  **** *********
  Manager, Customer Care
  p: **************
  ****************************
  

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:
  
  As previously stated, the fee disclosure was NOT shown until after I hit submit. After contacting the ***************************** I found out theres an active investigation against this company for fraud and deceptive business practices, as well
  

• Initial Complaint

  Date:12/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 company charges people for the "convenience" of paying their bill. Something that most companies allow you to do without an extra fee. This company doesn't even offer debit cards as a way around the convenience fee. Instead, you have to give the company your direct bank account information and allow them to siphon the money directly from it. Of course, when (not if) they have a data breach and all of your personal information is stolen, you can expect to have your entire bank account drained. I am sure they will offer a year of free credit monitoring though. In my specific case, I am a customer of **************** in **************. We used to be able to pay our bills without "convenience" fees, but now have to deal with this money grabbing 3rd party company that provides absolutely no additional value to anyone.

  Business Response

  Date: 12/20/2024

  Hi *****,
  
  Thank you for reaching out. I will contact you directly to address all of your concerns.
  
  **** *********
  Manager, Customer Care
  p: **************
  ****************************
  

  Customer Answer

  Date: 12/20/2024

   
  I am rejecting this response because: 

  Here is the problem ****, the debit card option still charges you a $2.00 convenience fee. I switched to the debit card to try and avoid the fee but was still hit with it. That is not acceptable because you don't pay a service fee to the bank for debit card usage (or if you do, it is greatly reduced). You state the convenience fee is agreed upon based on the business relationship between Paymentus and ***************** That is nice, but I am the one paying it, not **************** and I never agreed to it.
  
  
  
  There are many other companies that are *** and PII complaint with extensive security measures that have had several data breached, so that means nothing. 
  
  
  I am requesting a refund of the $2.00 charge for debit card usage I was hit with. I have sense changed my payment option to the only one that has no fee (direct bank draft). Should your security fail and my information is released, you will be hearing from me again, and it won't be cordial.
  

  
  

  Business Response

  Date: 01/06/2025

  Hi *****,
  
  Unfortunately, we cannot refund the $2.00 service fee. As per the terms and conditions, it is for the use of our technology platform. 
  I suggest that you contact **************** to see if there is anything that they can do for you. 
  
  We appreciate your concern and assure you that your data will remain secure.
  
  **** *********
  Manager, Customer Care
  p: **************
  ****************************

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Entered by BBB staff LO Consumer states she previously paid her ************ bill through this website because she was redirected from their site. She did not select to have her payment information stored. She went in to pay her bill again and her payment information was stored. She tried contacting the business to remove her information and they told her she had to contact Enbridge. She contacted Enbridge and they told her they could not remove her information either. The business told her she had to go online to remove the information but she does not want to set up a profile.

  Business Response

  Date: 11/18/2024

  Hi *****,
  
  I am sorry to hear that nobody was able to assist. We will reach out to you directly to resolve this.
  
  Regards,
  **** *********
  Manager, Customer Care
  p: **************
  ****************************

• Initial Complaint

  Date:11/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Automatic payment for our electrical bill (with ******************* was set up with Paymentus. Today we learned that Paymentus had not paid our bill on time. We cannot determine Our automatic payment with Paymentus is functioning. We cannot determine how to cancel it. When we reach their customer service center, they refer us back to **** This is a never-ending nightmare.

  Business Response

  Date: 11/12/2024

  Hi *******,
  
  I have located your account and the automatic payment that you have set up on our platform.
  We will reach out to you directly with a resolution.
  

  If you would like to contact us, you can by phone or email, and can refer to our case # ********. 

  Regards,
  **** *********
  Customer Care Manager
  p: **************
  ****************************

• Initial Complaint

  Date:09/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received a $9.99 on my Amex statement from the company, and I didn't recognize the charge. I called, they were very polite, but after 15 minutes of being on hold, after giving them my phone number, address, company name, and last digits of my AMEX number, they still can't tell me what the charge is for.

  Business Response

  Date: 09/24/2024

  Hello,

  Apologies for the lengthy hold that you experienced. I am sure that we can determine the reason for the charge quickly and easily. I will have an expereience agent contact you to help sort it out.

  **** *********
  Manager, Customer Care
  **************
  ****************************
  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On August 2, 2024, Paymentus processed a payment for BGE in the amount of $1786.24 but it was unauthorized. Account #********** BGE placed a block on my account preventing ACH payments being processed due to insufficient funds as of October 2023 and they even preventing me being able to access ACH payments as option. I spoke with a representative at Paymentus and she simply told refused to believe that I spoke with a BGE representative, in which I have and they have noted my account that I am due a refund for their system error of overriding the flag BGE placed on my account.

  Business Response

  Date: 08/07/2024

  Hi ******,

  We will be calling you today to discuss the details of the transactions and what we are able to do for you. Thank you for providing the details in order for us to assist.
  
  Note: We will also listen to the call that you made to our center and coach our agent appropriately.
  
  ***************************
  Manager, Customer Care
  o: **************
  ****************************

• Initial Complaint

  Date:07/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  July 2, 2024 Paymentus is charging a $13.75 fee on *************** payments of $37.95. At the end of April 2024 the fee was $1.75. This increase creates a hardship for unemployed people trying to hold on to health insurance. The innitial claim is that they are simply passing on the fees that the credit card company's charge. When questioned, nor reason for the exhorbitant increase is offered.

  Business Response

  Date: 07/03/2024

  Hello,

  The difference in fees that you describved is very unusual. I will look into this and contact you directly.

  We will be in touch today.

  ***************************
  Manager, Customer Care
  t: **************
  w: www.paymentus.com

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ever since *********** switched to the Paymentus system in March (approximately) my ebills have stopped hitting my inbox. I've been actively calling ******* Gas to fix this every month and I get a different answer every time. The latest phone call with a representative at *********** says Paymentus is actively working on this. You've been actively working on this since March. This is getting out of control. Please fix this immediately.

  Business Response

  Date: 06/26/2024

  Hi ******,
  
  I'll look into this. We will do what we can to resolve this issue as quickly as possible and reach out to you directly. 
  I will be in contact with you via email and by phone toimorrow, June 27, 2024.
  
  If you wish to contact us directly, you can via email *************************************** or by phone ***************).
  
  Regards,
  ***************************
  Manager, Customer Care
  t: **************
  w: ****************************

  Customer Answer

  Date: 06/26/2024

   
  I am rejecting this response because: Do NOT call me. I will be busy with a producer all day this week. Email only.
  
  

  Business Response

  Date: 06/27/2024

  Hi ******,

  Thank you for this information. I will not call you. I will assist via email as requested.

  ***************************
  Manager, Customer Care
  t: **************
  w: ****************************

   

  Customer Answer

  Date: 06/27/2024

   
  I am rejecting this response because even though your email states "I am looking into why you have not received an electronic copy of your ************ bill." ***** wasn't much substance to it.  I'm not hearing any acknowledgement on your part that this has been a known issue since MARCH! *********** has said they've been working with your team for several months now trying to rectify this. And every month I call them to ask why I didnt get an ebill, it's a different answer every time. One time I was told that ******* called you and fixed it and I should be seeing the ebill next month. Another time I Was told that with the new payment system I wont get an ebill for 2-3 billing systems. Another time I was told this was a "known issue". These sound like 3 separate stories. Are any of these true? No... If they were, we wouldn't be having this problem. You've offered no details whatsoever about what's going on behind the scenes, what is causing this, and what to expect going forward. No plan of action. This is ridiculous that *********** cannot resolve this, but if they can't resolve it, it's because of your team. What is taking your company so long? I put out a reddit post about this and got 2 responses and one person made it sound like *********** tried to shut off their service, and the customer realized their gas bill hadnt been paid in months because they weren't even getting ebills any more so they didnt remember to pay the bill. That's outrageous. This whole thing is outrageous. Please outline a detailed plan to get this fixed for all the customers by next month (July 23rd). Because apparently this issue is only affecting certain customers and I'd like to know why.
  

  Business Response

  Date: 06/28/2024

  Hi ******,

  I have reached out to you directly with additional details. Thanks for your patience.

  ***************************
  Manager, Customer Care
  t: **************
  w: www.paymentus.com

  Customer Answer

  Date: 06/30/2024

   
  I am rejecting this response because: telling me that there is no timeline for resolving this is not acceptable. This has gone on for too long. Please resolve this by the end of July. Please kindly see to it that my ebill shows up to my inbox this time (come July 23rd).  Make sure to touch base with me to see if this has resolved itself at that time.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My city recently changed pay providers to this one. I could not log in. When I tried to change my password, it would not let me because it said the answers to my security questions were wrong. I assure you they were not. If that was not frustrating enough, THERE WAS NO WAY TO COMMUMICATE WITH THIS COMPANY!!!!!!!!!!!!!! My time is valuable. What a crappy service. I paid my water bill for the next several months and will be finding a different way to pay. If you are going to offer a service, have an obvious way for people using your service a way to contact you.

  Business Response

  Date: 04/23/2024

  Hi *********,

  I would like to see how we can assist you.

  I will call you direct and reach out from our system via email.Yyou can also reach us by calling ************** and an agent can assist you with logging into the portal.
  

  ***************************
  Manager, Customer Care
  t: **************
  w: ****************************