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:06/13/2023

  Type:Customer Service 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.

  PayMod Z has been reaching out to me to set up Credit Card Processing, claiming to be an arm of UAB. I finally returned their call today and asked for a name at UAB who was trying to do this. UAB said this was a scam. The person Freddy is reachable at ###-###-####, I did not give him any information because it did not smell right. They need to stop.

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service 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 were forced to use this system because one of our clients uses them and it has been the worst experience ever. Everything is so complicated what was once receiving a check is now having to pay them 1.5% to receive our money and if you have any issues or need customer service don't hold your breathe. Its been over 3 weeks and I have yet to get help. Finally I had to pay to process the virtual card the money was put onto "by default" and I am desperately trying to close our account and remove our account info but there's no way to do that without their non existent help. They keep saying they are creating tickets but not one "ticket" has been resolved since I started contacting them 21 days ago.

• Initial Complaint

  Date:05/24/2023

  Type:Customer Service 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.

  In March, we received a notice that we have a new vendor, the vendor was allowed to start sending funds via paymode-x even though we NEVER approved of this transactions. The services team is a joke with not helping our situation and not fixing it either. Our issue has been going on for over a month with paymode-x collecting their 1.5% fee on ACH's we never approved from a vendor we never approved. I have emails and call logs of us reaching out to paymode-x for help to be in the same situation again. DO NOT DO business with paymode-x or bottomline services, their botttomline is more important than their customers.

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service 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.

  Account suspended, no support, emails not answered, non-existent customer service.

• Initial Complaint

  Date:08/12/2022

  Type:Customer Service 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 have been contacting Paymode since 6/27/22 to deactive our account and remove our company from their system. They have been non-responsive or have refused to cancel our account, and have continued to auto-debit network fees from our bank account. We placed a stop-pay on their auto debits in our positive pay system and they sent us a communication that they would begin taking the fee out of the payments they were processing. This account was set up in 2016 and has never been used until recently one of our clients switched to paymode, which triggered these charges. Until that point we were unaware that we even had a paymode account, as this was an account created long ago by people who no longer work here. After finally getting in touch with someone about closing our account, she informed me she would be sending over an account closure form. However the form I received was NOT a closure form, it was simply a form intended to notify our customers on an individual basis that we no longer wish to receive their payments through paymode. The form also indicated that while the form is being processed network fees will still be incurred, and that a similar form would have to be filled out for any future clients of ours that might use paymode. We do not want an account with paymode. We do not want our bank account information in their system. We do not want them processing ANY payments on our behalf through their portal, or withholding any fees. We want to be removed from their system entirely.

• Initial Complaint

  Date:07/11/2022

  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.

  In May, we received a notification from a client that the only way for them to pay an invoice to us was through a company called Paymode-x and sent a link to sign up. On 5/19/22 we went through the sign up process, but were never given the option to select a basic enrollment (no fee) vs what they automatically enrolled us in (1.5% transaction fee). We immediately called Paymode-x customer support to say that we did not want the enrollment that came with a fee, that conversation was left unresolved as the customer service rep was not able to help with that but that they would be in contact (Support Request Number: 09469543), the confirmation ticket said that a representative would be in touch soon. No communication from them until 7/1/22, when we received a notification that we were being charged $378.69 because we had this upgraded membership that we've requested to cancel. That same day, we emailed the address listed on the fee notice ([email protected]) explaining the situation and again requesting to be removed and not pay the fee we never wanted to sign up for in the first place. On 7/6/22 [email protected] emailed saying that she'd be happy to assist with my "question". We responded that same day, saying we never wanted the membership with a fee and we don't authorize their charges. Since there had not been a response today (7/8/22), we called and spoke with Colin in their member services department who said he'd pass on the request to the right department. These tactics are unacceptable and unethical. They've functionally stuck us into a membership fee that we don't want and now they are making it impossible to cancel. We want the premium membership cancelled, revert to the free basic version and to be refunded the $378.69 they wrongfully charged us.

• Initial Complaint

  Date:06/15/2022

  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 am a contracting consultant with UCLA via my business entity, ****** ******* Leadership LLC. In July 2021, I registered with Paymode X (part of "Bottomline Technologies"), as required by UCLA to receive payment for my services. During registration with Paymode X, at no point was I told of a "premium" account vs. a "basic" account, or what those differences would even be. I was automatically enrolled in "premium" without my knowledge. This meant that Paymode X would extract a fee from my bank account each time they processed a payment for me from UCLA. In January, Paymode X took $281.15 from my checking account. It took an unbelievable effort for UCLA and me to get Paymode X to change my status from "premium" to "basic" -- and we have also demanded that they return the $281.15 that they took from me without authorization. My UCLA accounts payable contacts and I have written, called, begged, pleaded, and demanded that they return the funds, and they have not done so to date. After six months of this, and with no resolution in sight, I am seeking your help.