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: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,
  
  ***********************

• Initial Complaint

  Date:07/10/2024

  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.

  07/02/2024 without informing me , they charged $40 for one ACH transaction

  Business Response

  Date: 07/14/2024

  The vendor completed the enrollment in Paymode-X premium service on 05.30.2024.  Vendor was informed of network fees during the enrollment process.  Vendor selected Monthly Direct Debit as the 1.5% network fee billing option and accepted teh Paymode-X Terms of Use prior to submitting the enrollment.
  Email notification of the new premium payer and the 1.5% network fee was sent to the vendor on 05.30.2024 (4:32 PM EST).  Email confirmation of the selected network fee billing option was also sent on 05.30.2024 (4:32 PM EST). Both of these notifications were sent prior to any payments processing at a fee.  Payments then processed at a fee on 06.28.2024.  The vendor submitted a case on 07.08.2024 and was responded to on 07.10.2024.  And per vendor request, was deactivated on 07.12.2024.

  The vendor received due diligence awareness of fees both during enrollment and post enrollment and prior to payments processing at a fee.  All refunds are decisioned based on teh accepted Terms of Use.  Per the accepted Paymode-X Terms of Use, cancellation of services requires a 15 day notice. 

  Since no concern of fees was expressed to Paymode-X until 8 days post payment processing, the case submitted on 07.08.2024 being considered as notice of cancellation, only network fees for payments processed after 07.23.2024 would be refunded <- no payments meet this criteria
  

• Initial Complaint

  Date:05/21/2024

  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.

  At the request of a vendor for a single annual payment, we were asked to sign up for this service (Paymode-X from Bottomline). The service alerted us that they would start charging a monthly membership fee of $212.80. We immediately told them via their support team portal that we wished to cancel this service. Their online account management offered no way to remove or change banking information, so you were held at the mercy of their customer service.Their customer service was contacted via their portal via three different submissions to cancel the service. When we finally got a real person on the phone fromcalling because no submittedtickets were responded to, he said this would be passed on to the "Vendor Team". There was no action or contact from this team. After repeated follow-*** to request cancelation of the service that has spanned more than two weeks, we have seen no action taken, and no one has followed up on us. First, the practice of starting to charge someone a monthly fee that was never represented is unlawful, but further, not offering any ability to cancel service online or even remove banking information combined with a lack of any response to customer support to rectify the situation is extremely unlawful. Furthermore, the combination of actions and repetitive behavior reflects an "active failure" to maintain a misleading practice.We ask that this company cancel our service account with them since we have been asking for weeks. The BBB should take further action to remedy this behavior in the marketplace.

  Business Response

  Date: 05/21/2024

  Details of the enrollment were shared with the vendor and preliminary changes to the membership were initiated.  Awaiting vendors response on any required follow up needed.

• Initial Complaint

  Date:05/16/2024

  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 signed up for a free account with this company to receive a payment from a customer of ours on April *******. I never used this account. A payment to this company was taken out of our business account on May ******** for no apparent reason. I have tried to call multiple times and have emailed saying I want to cancel any account i have with them and to get a refund. I am always told someone would call me back. No one ever does. There is no way to cancel an account online. There is not even instructions on how to cancel an account. I am not sure what to do.

  Business Response

  Date: 05/17/2024

  The vendor was unaware of the type of membership then enrolled in.  They have been engaged, informed of the details of their enrollment and a decision on the refund has been presented back to them

  Customer Answer

  Date: 05/20/2024

  I have not received a refund or proof that this account has been closed

  Business Response

  Date: 05/20/2024

  Membership was deactivated on 05.20.2024 and notification was sent to the vendor.

  Details on the refund decision were included in the deactivation notification.

• Initial Complaint

  Date:04/25/2024

  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.

  We signed up for this account on a regular membership over a year ago because our customers required us to do this for payment. Shockingly, as many other people have noted, we were signed up for the premium ACH "accidently". This has led to PAYMODE X stealing money from our small business. I have contacted *********************** multiple times to get our account removed with no resolution. I have also contacted Customer support many times with no resolution. This company gives you no control over your own account. I am unable to remove my bank account to prevent the theft of money. Each time we are paid 1.5% is stolen from us. This must stop. The fact that this company is allowed to exist is troubling. Most of the complaints here are the same. They should be held accountable for their actions. We will be looking into what legal steps we can take with our team.

  Business Response

  Date: 04/25/2024

  Vendor complaint was escalated to my attention.  I addressed their concern by updating the membership and reached out to inform them of the resolution.

• Initial Complaint

  Date:03/22/2024

  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.

  Two of our Customers work with this company to send payments (Paymode-X). They pay the fees for using this service if we set up account as a Standard *** deposit account. There is no way to select that option on the website when you enroll. It automatically enrolls you in the premium credit card account. I contacted them requesting to change to the standard *** account and got no reply. So when I got first payment it was by credit card and my merchant charged me $211.34 fee. Then I called again and they finally changed me to the *** deposit but enrolled me in the premium not standard as requested and now have been charged $520.15 fee off of my recent payment from our customer. I want them to set up my account correctly and refund me the fees. Yes, I had to click accept the fees to even get enrolled but I am asking them to correct it since not an option to enroll on website for the type of account I need and you have no way to talk to anyone to fix it correctly as requested. They just answer phone type up a support ticket for someone to email me back and then have no way to reply to that person when they say it is fixed when it is not and then they close the ticket. I then have to start the process all over and still not correct. I do have a coworker who heard me request verbally multiple times to be changed to STANDARD *** account!

  Customer Answer

  Date: 04/02/2024

  They have contacted me and they have finally changed my account to standard ACH. My problem is that I now want a refund for the high fees I have had to pay because they would not set up my account to standard ACH as I requested. I have contacted them by phone and online portal requesting standard ACH payments and they would not send me the link I requested. When you enroll the ONLY option you have to select is for premium and then I called and messaged them asking for it to be changed to Standard ACH and I STRESSED standard ACH but that was never done until I told them I submitted a complaint with you. I have witness to this conversation in March. When they sent me link to add PULTE it was for the premium account that I did not ask for but it was the ONLY option they sent. These emails show I requested ACH but does not show what I said and entered at STANDARD ************ have been trying to get this set up since January I accepted terms and kept checking daily to see when they were added to my account so then I could yet again request to be changed to standard ACH but Pulte did not show on account till after payment went through. I have asked several times to be set up for standard ACH and this is the only option I have for ACH payments with these customers but they make it impossible because they NEVER offer standard ACH as an option but per his email it shows I have been requesting this since January! 

  Business Response

  Date: 04/11/2024

  Consumer has been contacted directly and adjustments have been made to her account with ********************** as requested.

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  A previous employee signed up for Paymode-X a number of years ago. We have not used in in years and recently a customer made a payment to us that somehow went through Paymode vs sending a check as they normally do. I contacted customer to request they send a paper check and do not use Paymode-X. Paymode deducted $1,460 from my account for this payment that we never agreed to receive through Paymode. I contacted Paymode to inform them I wished to cancel whatever service had been signed up for years ago. Trying to contact Paymode customer service is very difficult. **************** has no authority to cancel, can't refer you to a manager (no name, contact email or phone number). **************** said all they can do it forward my request to a manager who never calls back or responds via email. I sent a request on 2/7/24 inquiring how to cancel this service. A customer service rep ************************* responded stating they removed the fee based payments. I sent follow up emails and never received a response. I've requested to cancel the entire account as we do not wish to use Paymode for anything. I've contacted customer service a number of times, I received an email on 2/15/24 which stated Paymode sent request to vendor success team to handle the deactivation request and a manager will call. No one called and the account is not deactivated. I've sent follow up emails and no one responds. I received an email this am stating they are charging me $107.25 per our agreement, they won't let me cancel this agreement and keep deducting money from our account.

• Initial Complaint

  Date:02/28/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 used PaymodeX to receive payment from a client back in 2023. I stopped using it in October, and when I realized I was still being charged a monthly fee for a service I no longer use, I logged in to delete my account. However, it's not possible to delete or deactivate an account online. I submitted a request to Bottomline on February 1st, asking them to delete my account immediately so that I was not charged again. The auto-responder said I would receive a response within 5 days. I never heard anything from them and on February 6th, I was charged the monthly fee again. I followed up twice via email and even called them on February 22nd. The guy who answered the phone said that he could not delete my account but that he would "escalate it" to the people who can. I asked for an estimated response time and he replied that the team had been working quickly and most people had gotten responses within an hour or two. I still never got a response. Now, when I try to login, it shows an error message (incorrect password) but every time I reset the password, it presents a different error message (Unexpected error, try again), so now I'm not even able to access this account that 1) is charging me for a service I'm not even using and 2) has access to my bank accounts. I want my account deactivated and at a minimum the February monthly charge to be refunded. Regarding Request Number (Incident): ********

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 Paymode X for years and at the beginning of this year we began to incur fees that were for "premium service". No one at our company authorized these charges or changes to our account and we have reached out several times a week for 6 weeks now and no resolution. The only thing we are told is that they are "escalating" our issue but there is no resolve or responses to emails. We continue to incur unauthorized fees as this company continues to ignore us. Customer service is nonexistent at this company for sure so don't expect to resolve any issues by calling or submitting an online ticket.

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 owner of a business and we are a vendor for various clients who utilize Paymode X. They are fraudulent in their practices. In order to receive electronic payments from our clients, we were required to set up an account. We did not sign up for a premium account, it was set up this way based on our client's profiles. We keep incurring monthly fees from Paymode X without having any idea of their fee structure. None of these details were disclosed upon sign-up. When you call their support line, they direct you to submit an online ticket. No one on the phone can provide you with any information of their fee structure. This is fraudulent. We submitted multiple tickets online, the older one is from 2 weeks ago. No one has bothered to to respond. I will be contesting this fees and want to be remove from this service but of course, there's no way to do this online. So ultimately, the expectation is that you'll forget and just keep getting charged. I need someone to call me back.