Complaints

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:03/20/2025

  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 am the ** of *********************************************** We contract ** physicians for ****************(***). *** decided to switch the way they pay us as a vendor. The engaged Paymode (Bottomline **************** *** gave them my ********** contact. PM contacted the ******* and told ***** that MLH was switching payment procedures and convinced her to enroll for their service. They gave her the details including the 1.5% fee. When she objected, they did NOT mention there was a free option in any way. They persuaded her to enroll in the fee based *********** forward I found out we had paid ~60k just to be paid. I called Paymode multiple times to complain and they basically said tough and too bad and would not refund a dime. They told me that *** had chosen the "level of service to offer us" I spoke with MLH and was told that Paymode asked them details about our business and then PAYMODE recommended level of service(kinda self serving) I have communicated several time with the CEO of Bottomline Technologies and Paymode vendor service Lead to no avail. They have denied us any refund and we have the free service now and are perfectly happy with free service. We feel we were duped into paying the fee which ran up to ****** even when our vendor balked and were not give options I feel this represents and unfair business practice. I will attach transcript of the call with our vendor

  Business Response

  Date: 03/31/2025

  Paymode's refund decision remains unchanged.  Enrollment in the premium service was completed by authorized representation for MLEM without pushback beyond acknowledging payments would be processed with the transactional fee.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23093319
  
  I do not accept the business's response as a resolution to my complaint because: They(paymode) stated that MLH (the payer) chose the level to be offered, but that is inaccurate. Paymode picked the *** which is clearly self serving and lucrative to them. We have used the free service since without any issues since I realized we could have a free service.  I also forwarded the tape of the conversation where "the authorized **** balked over the payment and the paymode person did not offer there was a free service which she would have picked as she did balk.]  I fell this representative probably gets a commission for upselling which clearly we will.

  Did U get recording?
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/01/2025

  All vendors have the option to decline the service presented to them. Enrollment is never mandatory and at the discretion of the vendor whether or not they choose to enroll.  If a vendor declines the premium service, Paymode presents this decision back to the payer(s) to determine next steps.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23093319
  
  I do not accept the business's response as a resolution to my complaint because: [It is one thing to Say that all have a choice to decline and take the free version, but it was not clearly presented to the Business associate the options and the choices  for a free version as can be clearly heard in the transcript.  Had they offered the free version as an option and gone over the details and differences, there would have been a further discussion as U  clearly heard that ***** balked at the fee which her comment.  If I were running that business I would have instructed my sales associate to go over ALL the options, especially when someone balks. That to me that would be a FAIR business practice. NOT glossing over the comment and continuing to push a very lucrative version for the company (and maybe the sales associate also. Was he incentivized to sell the paid version?
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 04/07/2025

  My bad. I thought U were supposed be an advocate for the little guys. We were railroaded into paying 1.5% and NEVER offered a free option.

• Initial Complaint

  Date:12/01/2024

  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.

  *********** implemented a software vendor, Paymode, to pay their contractors, [******************************, (WPH),] via checks for work done. There were issues with Paymode's enrollment process started in early July. in August 2024, *** began receiving checks from Pulte Homes via Paymode for work performed. In October, *** was charged $6000 for a network fee. Pulte is a customer of ********************** and WPH is simply the recipient of a process Pulte chose to implement. As a recipient, *** should not be charged the network fee; that should fall on Pulte Homes. *** never received an invoice for the $6000 charge with a breakdown of how Paymode arrived at the amount.

  Business Response

  Date: 12/02/2024

  Vendor enrolled in Paymode in early July 2024.  Paymode vendor sales team then engaged vendor to talk about the premium program prior to being setup to receive payments at a fee from any payer.  Vendor Sales noted the per transaction fee and several of the features afforded by the transaction fee. Activation of the membership was then completed.   Upon activation completion, email notification was sent confirming the new premium payer and associated fees. This email notification was sent ~1 month ahead of any payments processing at a fee.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22623205
  
  I do not accept the business's response as a resolution to my complaint because: First, I had no idea Bottomline Technologies was part of Paymode. Occurring at the same time, my business was hacked and I was being very careful about junk email. No where in the email did Bottomline Technologies say they were associated with Paymode. I am a businessman working in the field and don't have time to spend on technology. My issue is Pulte Homes had me enroll in  Paymode in order for me to receive payment for the work my business performed. I believe the network fee of $6000 should be applied to Paymode's customer, Pulte Homes. Again, I am only the recipient of an implementation required by Pulte in order for me to get paid. There was no explanation in writing about the fee they were charging. From the beginning, there were issues with Paymode's enrollment process. They say the *** I spoke to, ***** ********, explained the network fee. I believe I am entitled to hear that recording. Minimally, I believe I am entitled to an invoice with a breakdown of how Bottomline Technologies arrived at such an enormous charge for only 2 months since enrollment.

   

  I have numerous mails reflecting the difficulty with enrollment and nowhere does the communication reflect Bottomline Technologies.
  
  Sincerely,
  
  ******* ****** Jr

  Business Response

  Date: 12/04/2024

  Details of enrollment in the premium program have been shared, inclusive of the callouts to fee details.  Notes to the call with our Vendor Sales team have also been provided.  And copies of the email communications sent to the vendor reconfirming the fees and associated payers setup to process payments at a fee were shared too.

• Initial Complaint

  Date:10/16/2024

  Type:Order 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.

  We have been using PaymodeX since March 2022 with no issues. We use this service because some of our customers require us to by way of getting paid. in May in 2024 PaymodeX deducted $16,493.47, June $8053.61, and in August $539.29 from our deposits. After corresponding with a "Vendor Success Manager" and asking for full reimbursement they have agreed to reimburse us $6992.56, but have only deposited $3859.97 back into our account. After reading through all the complaints on BBB, ours is no different. We were told we signed up for Premium in March of 22' but no money was deducted from our deposits until over 2 years later. Their explanation is "your customers updated their accounts?" We never knew we signed up for Premium, we have no reason to sign up for premium. Why would we choose to have funds deducted from us? We only use their service because some customers require us too. Their response is "you were notified", "you signed up for it", etc. You cant even have a conversation with someone at PaymodeX to discuss the issue. I was told they didn't have a direct line?!? They actually think people believe that. Of the 100 plus emails we get a day we missed the recent ones stating a deduction was being made simply because no deduction had been made for 2 years prior! PaymodeX is obviously very very crafty in how they are gaining these fees from vendors like us. All you have to do is read the complaints. I am not satisfied with minimal partial reimbursement they have made. Be very aware using PaymodeX.

  Business Response

  Date: 10/17/2024

  Good morning ******,

  A settlement was provided for the agreed upon network fees.  These were provided in line with the accepted Terms of Use.  $'s were refund for network fees collected and the remaining $'s you noted were network fees assessed on payments processed, but had not yet been collected.  These network fees were waived.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22429415
  
  I do not accept the business's response as a resolution to my complaint because a settlement was offered by PaymodeX but we do not agree with it. We were misled by PaymodeX, as many others were based on the numerous complaints addressing the same issue. We expect a full refund in the amount PaymodeX took from our deposits. They still have not addressed the fact that we never signed up for premium service, they say they have a digital signature of us signing up, so with that they freely take over 26k of deposits. PaymodeX is hiding behind their contract language, terms of use, etc. instead of doing the right thing and reimbursing us what we are rightly owed. We have never used any of the premium services we allegedly signed up for. It only makes sense for PaymodeX to reimburse us for a service we haven't used.

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

  Business Response

  Date: 10/22/2024

  In March 2022 the enrolling user enrolled as a premium vendor in **********************.  In late January 2024 several payers in the network wanted to make card payments to this vendor, so in Feb 2024 the Paymode Vendor Sales team engaged the entitled user on the phone to discuss card.  The entitled user explained they did not accept card, but would be OK to receive premium ACH payments.   Email notifications were then sent to the user advising to the new premium payer relationships and associated transactional fees.  These notifications occurred prior to any payments processing at a fee.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22429415
  
  

  We reject PaymodeX's claim that we signed up for premium service. As previously stated we only use PaymodeX because our customers require us to use them. We have never used any of the premium services while we were unknowingly signed up for it. We also dispute the claim that we were notified via phone and agreed to premium ACH payments. The first time we received an email stating moneys were being deducted from the deposit, we notified PaymodeX. As previously stated in our response, this is an ongoing issue with PaymodeX. They hide behind their contract language to take advantage of vendors who do not use their premium services. They refuse to check our premium service activity, because there is none. You would think they would do the right thing and reimburse us for a service we did not sign up for nor did we use. We are owed over $22k and would like the full reimbursement.  

  
  
  ****** ******

• Initial Complaint

  Date:09/11/2024

  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.

  Company represented that they were associated with our payment portal that we use to collect payment for services rendered. They stated that there were additional companies that wanted to pay us through the same portal. At no time did they advise that there was an additional fee, on top of our usual fee, and after accepting a few other builders, our account was promoted to a premium account and in only three payments, we were charged an additional $23,565.17

  Business Response

  Date: 09/12/2024

  Vendor was engaged by the Paymode Vendor Sales team and the vendor upgraded the membership to premium, email notifications were sent confirming new premium payers and the associated fees.  These would have been sent prior to any payments processing at a fee.

  In regards to the request for refund of network fees, we are reviewing a timeline of events and all available sales call materials.  Once gathered and shared with the vendor a refund decision will be made and provided back to the vendor.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22270462
  
  I do not accept the business's response as a resolution to my complaint because: At no time were we informed that there would be an additional fee of 1.5%.  This would amount to approximately 200K per year in additional fees for a service that worked just fine for over 7 years.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/13/2024

  Only entitled users on a membership can upgrade a membership to premium.  
  An entitled user on the membership upgraded the membership to premium.  During the upgrade process, the upgrading users is  presented with details of the network fees and an  billing method for collecting the fees has to be selected as part of the upgrade process.  When the upgrade is completed, new premium payer relationships AND the associated network fee for payments processed are communicated via an email notification prior to any payments processing at a fee.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22270462
  
  I do not accept the business's response as a resolution to my complaint because: They have agreed to refund a portion of the fee's but are withholding 8K. As stated in the attached email chain,  we do not do business with the builders they wanted to add.  There is no mention that adding the additional 3 builders would cost Airco 23K.  This issue was discovered during our normal monthend closing and addressed with Bottomline immediately thereafter.

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

  Business Response

  Date: 09/18/2024

  In Jun 2024, the vendor upgraded their membership to the premium service and then in Jul 2025 added several new premium payers to their premium service.

  During the upgrade process in June, the vendor was provided with clear details regarding the fees, including the option to select a preferred network fee billing method for fee collection. The vendor also had the opportunity to exit the upgrade process if they chose not to proceed. Additionally, the vendor accepted the Paymode Terms of Use, which explicitly outline how fees are managed. Then in ********** adding the new payer relationships, the vendor received four follow-up email notifications, one for each payer, confirming the fees prior to any payments being processed with the applicable fees.
  

  Given these steps, Paymode acted within its rights in its refund decisions

  Customer Answer

  Date: 09/23/2024

  I have supplied the email chain where I was being asked to add vendors that we do not use.  You supplied the names of three vendors that you said they wanted to pay with Paymode, I did not request this. No fees were discussed.  The email that was sent after adding these vendors was thought to be the current charge that we pay for the basic service.  If I was told upfront that it would cost me 23K for nothing, I would have never added those vendors, again that we never do business with.

• Initial Complaint

  Date:08/29/2024

  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.

  We had an no cost account with ********************' paymode-x for many years. In early July 2024, payment from our customers to us, began to have a 1.5% deduction. When we contacted the customer service team we were told that on 7/3/24 we were changed to a "premium" account and that we should have received an e-mail notifiying us of this change. We did not receive an e-mail, but had a voicemail from a sales **** offering more service options that we never responded to. We had to call and exchange e-mails with "customer success team" for more than 4 weeks to get our account changed back to a basic account with no fee deduction and we are still waiting on a reimbursement for the $205.59 that was improperly deduced from payments to us over the last month. Despite multiple e-mails, no one from Bottomline is responding to this request.

  Business Response

  Date: 09/04/2024

  This vendor membership was upgraded by an entitled user on the membership.  ********************** cannot update memberships, only entitled users on the membership can trigger this change.  This upgrade appears to have occurred in early July 2024.  A production support case and a review of cases and sales calls will be provided as a timeline of events to the vendor.  Once the timeline has been confirmed, SP&S and Paymode will align on next steps.

• Initial Complaint

  Date:08/28/2024

  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.

  Fee paid over deceptive practices regarding "enhanced membership ACH 1.5% fee" No opt out for "enhanced membership", no details on std membership option, poor customer service options.

  Business Response

  Date: 08/29/2024

  Vendor was engaged within a day of case creation.  An entitled user on the membership upgraded the membership to premium back in May 2024.  During the upgrade process they were presented with details of the fees.  Email notification of new relationships and associated fees were sent too.  The vendor has requested a refund and the refund decision will be presented accordingly to them along with details.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22210362
  
  I do not accept the business's response as a resolution to my complaint because: Currently awaiting response from ****. on refund status. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/09/2024

  A Product Support Ticket has been created to pull additional information to support a refund decision.
  Refunds are decisioned upon review of the timeline of events and are guided by the Terms of Use which the user must accept prior to upgrading.  Once the timeline has been determined and shared with the vendor a refund decision will be provided.
  

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22210362
  
  I do not accept the business's response as a resolution to my complaint because management refund decision was rejected. 

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

  Business Response

  Date: 09/17/2024

  In May 2024, the vendor upgraded their membership, during which Paymode effectively presented the applicable fees. As part of the upgrade process, the vendor was provided with clear details regarding the fees, including the option to select a preferred network fee billing method for fee collection. The vendor also had the opportunity to exit the upgrade process if they chose not to proceed. Additionally, the vendor accepted the Paymode Terms of Use, which explicitly outline how fees are managed.
  
  Along with this due diligence during the upgrade, the vendor received follow-up email notifications confirming the fees prior to any payments being processed with the applicable fees.
  
  Given these steps, Paymode acted within its rights in its refund decision.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22210362
  
  I do not accept the business's response as a resolution to my complaint because:

  I appreciate that Paymode-X presented the applicable fees during the upgrade process and provided follow-up notifications. However, I remain concerned about the transparency of these communications. While fees were disclosed, the fact that the upgrade was optional was not emphasized. Additionally, there was no apparent or easily accessible option for downgrading.

  Upon reviewing the information available on the portal, it is clear that assessing the accessibility of Basic Vendor features is not straightforward. The presentation suggests that ACH payments can only be processed if the Payer Acceptance process is followed through the portal. Moreover, once a vendor has upgraded to Premium membership, there appears to be no option to revert to a standard membership via the user portal.

  Given the complexity of this process and the lack of transparency, I am concerned that Bottomline Technologies may have intentionally designed this system to be confusing, thereby benefiting from what appears to be predatory business practices. The Premium upgrade process also indicates that this is not the first complaint of its kind, which further raises concerns about the company's practices.

  Attempts to address this issue directly with Paymode-X have resulted in limited transparency and only partial resolution. My concern is that other vendors continue to be subjected to these fees without clear alternatives or the ability to opt out.

  Therefore, I am requesting that the Better Business Bureau (BBB) investigate Paymode-X's vendor fee structure. I would like Paymode-X to provide greater transparency regarding these fees and to offer vendors fair alternatives. I also request that Paymode-X cease imposing these fees, particularly on small businesses.

  The 1.5% fee imposed on vendors, combined with a lack of transparency and options, constitutes a predatory business practice that disproportionately ***** small and medium-sized businesses. I kindly request the BBBs assistance in resolving this matter.

  In light of these considerations, I also ask that Paymode-X reconsider its refund decision. The vendor acted in good faith, and while the terms may have been accepted, the long-term financial impact of these fees may not have been fully understood.

  Thank you for your time and attention to this matter. I look forward to your assistance in achieving a fair resolution.
  
  Sincerely,
  
  ***** ********

• 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.

  We have contacted Paymode on multiple ocassions by phone and by the support portal without a response. Same as many users here our account was switched from basic account to a premium acccount without knowledge. We have asked to have the *** payments be reverted back to paper payments to no avail.Online support case # ******** Case provided over the phone # ******** When we call requesting an update on either case we are told a manager will be calling back, but we are not provided a timeframe or any contact information for the individual that will be contacting us to resolve the issue.

  Business Response

  Date: 08/06/2024

  The case has been assigned and outreach to the vendor has been initiated.  Vendor has been on the premium service since May 2019.
  We will discuss the details of the vendor membership and its timeline.  And the request for refund will be decisioned as part of this interaction.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22095894
  
  I do not accept the business's response as a resolution to my complaint because: we received an email from the business indicating a case has been initiated with an ETA of 6-8 weeks for resolution.  This is not an acceptable timeframe for resolution.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/14/2024

  6-8 weeks for issue resolution was not communicated.  

  The following presented to the vendor as resolution:

  - Changes to their Paymode-X membership would be completed within 1-3 business days.  These changes have been completed and this was communicated to the vendor.

  - A refund decision was provided and processing would take 3-4 weeks to complete due to month end closing activities which the team was wrapping up.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22095894
  
  I do not accept the business's response as a resolution to my complaint because: 3-4 weeks is unacceptable timeframe to process a refund for unauthorized fees. The vendor has stated a former employee enlisted in a premium service.  This employee did not have authorization to accept additional fees. The employee is no longer here to ask them if they were aware they were signing up for additional fees. 

  We will accept the response once the refund has been issued.  

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

  Business Response

  Date: 08/15/2024

  By signing the Paymode-X Terms of Use, the user is acknowledging they have the authority to do so on behalf of the business.  This is outlined within the first section of the Terms of USe.

  Regarding the timeline for refund, the team which handles refunds is working through all priorities as quickly as possible.  Refunds are only one component of their overall responsibilities.  Regardless, the refund will be processed as quickly as possible.

• Initial Complaint

  Date:07/31/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We have been using PaymodeX for 6 years with no issues. PaymodeX decided to start offering a premium service and decided to opt us in automatically with no notification. They then charged us via short paying our deposits for $23,417.17 and we received a statement with no explanation. This was for one month of service. There is no way to opt out, or cancel the fee on their website. All company numbers including account managers go straight to voicemail. Support ticket was entered on their website #******** with a promise of "we will call you." Meanwhile they continue to withhold deposits for their "premium" service. This is criminal.

  Business Response

  Date: 08/01/2024

  This case was created on 7.31.2024 and Paymode-X has responded in less than 24 hrs.  The vendor has been engaged and details of this situation will be provided.

  Our Vendor Sales team engaged with the vendor in May 2024 and the vendor chose to upgrade to the premium service.  We will work with the vendor to an appropriate resolution.

   

  Customer Answer

  Date: 08/05/2024

   
  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

  Date:07/28/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  It seems to be the same story of all the complaints about the company.I signed up for ach basic service. Then I saw notification to get premium service. I did click on notification not realizing there will be a fee of 1.5 percent. There was no way for me to revert to basic account. I called daily and they either canceled my case and stated they escalated to the vendor service. Every day I call I cant get in touch with manager supervisor or anyone from vendor service and they keep telling me someone will contact me. Worst customer care ever and they tricked me to steal 1.5 percent of my money .

  Business Response

  Date: 07/29/2024

  Vendor self upgraded to premium service by completing the multi-step premium upgrade process.  Case was created 7.23.2024 and the Vendor Success team engaged the vendor on 07.25.2024 via email informing them the request to revert the membership back was submitted and would be completed in 3-5 business days.

  Customer Answer

  Date: 07/29/2024

   
  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

  Date:07/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  When Paymode X started offering premium services, our basic account was changed to a premium account, and now we are being charged network fees for our payments. Our payer requires us to use Paymode X, and we have been short-paid $1824.18 on our last two invoices. We have made several attempts to have our network fees refunded, and each time, we are told that our issue has been escalated and that someone will call us. They will not transfer us to a manager or provide us with the number or email of the person to whom the issue has been escalated. Worst of all, we have not heard from the escalation team. Unfortunately, the request I placed online was closed, and there was no information about the refund. multiple phone calls and emails have returned no responses from this company.

  Business Response

  Date: 07/25/2024

  Vendor has been informed of the timeline of events, inclusive of when an entitled user on the membership upgraded the membership to the premium service.  Details to payments processed along with fee details have been provided.  The vendor has also been informed of the refund decision.

  
  

  Customer Answer

  Date: 07/25/2024

   
  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,
  
  ***********************