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:11/13/2024

  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.

  Payment made to ExpertPay for child support payment. The company never sent payment to the state of Indiana child services. Date of transaction 11/1/2024 Transaction number: ********************* Account ID: ******************** Payment of $570.00 checking account withdrawal from ***** ******* ****** ******

  

  Business Response

  Date: 11/20/2024

  This payment was sent to the State of Indiana per the request of the user and per the Terms of Service.  The effective date for this payment is 11/1/24 which means the State of Indiana would have received the payment on 11/8/24.  However, looking at the payment in question, the user did not provide a valid Indiana case number.  More than likely, the State of Indiana has put this payment in their "Unidentified" payments.  The user should reach out to the State of Indiana to locate the payment and have it applied to the correct case number.  ExpertPay functioned as designed.

  Customer Answer

  Date: 11/20/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair 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.

  On August 13th I emailed ***************************** to reactivate my account so I can make payment on child support. I received a response that in order to reactivate my account I need to provide my full bank account routing number and account number to expertpay and a 20 dollar fee would be taken out and then on August 21st my account would be reactivate. My bank account showed the 20 dollars taken out and now it is August 27th and I still can't make support payments because my account is still inactive. This is the 7th email I have sent to expert pay and 3rd voicemail. Expertpay does respond but extremely delayed and impacts support payments for children.

  

  Business Response

  Date: 09/10/2024

  Hello *****, 

  your are correct.  ExpertPay debited for the fee and then reactivates the account once your bank has verified the funds are available.  Because the transaction is a debit based transaction, you financial institution has up to 3 business days to clear the funds.  Currently, i see your ExpertPay account has bee reactivated.
  

  Customer Answer

  Date: 09/10/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:08/19/2024

  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.

  This company fails to answer customer service, phone calls nor assist clients via their email support A simple matter which is I need to change checking accounts for my child support to auto draft like it's been doing for the last year or two

  Thus far I've sent 11 emails called the company half a dozen times left three voicemails that have gone unreturned and when you call the company and you get transferred, it hangs up on you

  The account that I need used is currently on the account is **** however, it was impossible for me to change it to the primary account They did send instructions to cancel all future payments on the old account and then that should work that did not work and I let them know in the meantime this company put my account in suspension and also charge me a $20 fee for a payment that didn't go through of course it didn't go through.

  I've been attempting to change the, checking account for two straight weeks. This is a very simple. No one will help you. I don't know where else to turn besides issue and complete here. It's absurd.

  

  Business Response

  Date: 08/23/2024

  Our customer service hours are from 8:00 AM to 8:00 PM.  If a user has a returned payment on a bank account, the user received an email at the email account on file with instructions on who to contact in the ExpertPay Finance Department.  Unfortunately, this complaint does not have any account information for us to research or contact the user.  If the Customer Service Representative is not providing the user with the information requested, the user is always able to escalate the issue to a supervisor or manager.  

  Customer Answer

  Date: 09/06/2024

  From: ***************** <*********************>
  Date: Thu, Sep 5, 2024 at 9:45 AM
  Subject: Fwd: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: <********************************************************>
  
  
  
  This is pertaining to my complaint against expert pay
  
  My login is *********************
  
  *****************
  This information fact has been provided
  
  No one from this company will call me and they offer cryptic responses that really don't pertain to the issue about a week after you email their customer service currently I believe I missed a child support payment because of this all I had to do is change a bank account and know what would help me after weeks of resetting and I'm gonna say weeks I'm talking about three or four weeks. It took a payment but it missed one now. I don't know if it's set up moving forward and I don't have to touch anything like it wasn't the past but this company has a long ways to go on customer service in fact it doesn't really exist. 
  
  *****************
  Principal
  South Padre Trips
  Inertia Tours
  Spadre.com
  CELL ************
  Review Us: *******************************************

  

  Business Response

  Date: 09/10/2024

  Hello ****, 

  It appears that you had a recurring payment series set up to be debited on a monthly basis.  You did add your new bank account, but did not edit your recurring payment series to reflect the bank account change.  By looking at your ExpertPay account, it appears that ExpertPay Finance has been in contact with you and your recurring payment series has been re-established under the new bank account.

• Initial Complaint

  Date:06/13/2024

  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.

  Since 2014, Expertpay.com a subsidary of ******** ***** * ***** ********* *** has been collecting convience fees of $2.95 for depository transactions. These deposits were being made through their online payment platform Expertpay.com.

  I have asked this corporation to provide the contract or trust vechile that they are contracted as a vendor for the ***** ** *** ***** I have a order that was signed by a lawyer and file by a clerk as an "order". This paperwork was not signed by a judge and sealed by the county clerk.

  I have never entered into contract with ******** ***** * ***** ********* *** and have give a rescission of contract to the third party, I have filed FOIL requests to the Government Agency that they contract for and they also do not have a copy of this contract or trust vehicle. They also have not filed a 1099K in regards to these transactions. My personal estate is suffering from this company assisting other corporations from not following Civil Proceedure.

  

  Business Response

  Date: 06/24/2024

  ExpertPay is a method to make a child support payment.  The user agrees to the Terms of Service at the time of registration and at the time of payment. 

  As a result of federal legislation passed in 1996 each state was ordered to establish one location where an employer or an obligor could mail all child support payments, rather than continue mailing those payments to each county of jurisdiction.  ExpertPay is a pass-through to make payments to each State with a centralized payment center.

  
  You recently sent a W-9 form to ExpertPay.  Pursuant to 26 USC 6041 (a) and 26 CFR1-6041, persons who receive amounts over $600 for rents, salaries, wages, premiums, annuities and other forms of compensation and income have to complete the form and return it to the payor.  ExpertPay does not fall into any of these categories and the income has already been reported by the Obligor.

  
  There is a further provision in the Code and CFR which requires the recipient of the money to tell the payor of the name and address of the real owner of the money upon demand of the payor; however, this would violate the confidentiality provisions of the child support program which requires information such as addresses of obligees to be used only for the purposes of the program. 

• Initial Complaint

  Date:03/26/2024

  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 May the 1st I paid child support through Expertpay to the ** ********** ** ***** ******* ******** to the amount of $500 but my account was debited twice with 2 separate transactions of $500 each suming up to be $1000 by Expertpay. And as such this caused an overdraft fees of $10 to my checking account since there wasn't sufficient money to cover that amount. I did paid the overdraft fee but later I got an email saying my account has been closed since one of the transactions didnt go through. They did refunded the extra $500 but I was told for my account to be reopened with Expertpay they have to charge my checking account the sum of $50. Initially I accepted thinking that was meant to verify my account and as such the amount will be refunded back since it wasn't my fault that their system debited my checking account twice. I waited a couple of days but my account wasn't credited and I called them and they refused to credit my account. I later called my bank and filed a complaint and they got my $50 back. The issue is they have refused to reopen my account saying unless I pay the $50 and I don't think that's fair since it wasn't my fault but theirs. Now I am unable to continue paying my child support and I running behind since it has been almost a month now that they haven't reopen the account.

  

  Business Response

  Date: 03/28/2024

  Unfortunately, we cannot locate any user in ExpertPay with the information provided.  Please provide us with the name or email address associated with the Expertpay account. 

  Customer Answer

  Date: 04/16/2024

  The name on the account is ******* ***** and the email is *************************** 

  Customer Answer

  Date: 05/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21491132
  
  I am rejecting this response because: the situation isn't resolved. 

  My information 

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

  Username:**********

  Email:*************************** 

  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 05/14/2024

  On March 4 two separate $500.00 payments were submitted.  Each payment received its own Payment Confirmation ID and confirmation email.  ExpertPay did exactly as it was instructed to do and functioned as designed.  ExpertPay does not know what is owed on the child support case or the intention of the user.  ExpertPay debited the bank account as was instructed by the user.  The user received two separate confirmation emails providing documentation for each payment.  If the user did not intend to make two payments, the user had until 8:00 PM EST on March 29th to cancel one or both of the payments.  The user also could have called the customer service group prior to 8:00 PM EST to cancel one or both of the payments.  Attached is a copy of both email confirmations.  Again, ExpertPay is simply a method to make a child support payment. ExpertPay is not a part of any state and ExpertPay does not know how much is owed or how much the user is attempting to pay.  ExpertPay functioned as designed and debited two payments as instructed by the user.

• Initial Complaint

  Date:01/31/2024

  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 January 27th I use the expertpay website to make a payment for my child support in the amount of $360. Upon submitting the payment the web page froze and sent me back to the submit page again without a confirmation number. I then prceded to submit the form again thinking that my payment hadn't been processed. On January 30th i noticed that $360 had been taken from my debit account twice. After contacting them and explaining the situation I was informed they could stop the transaction for a fee of $20. That will be taken from the amount that I am reimbursed. I feel that is unfair for something that was caused by their own websites performance.

  

  Business Response

  Date: 02/08/2024

  Reviewing the account on file, I see that two separate payments were submitted on 1/27/24 with an effective date of 1/30/24.  I also see that two separate confirmation emails (one for each payment) were sent to the email address on file.  These confirmation emails provided different Transaction IDs for each payment.  Furthermore, when the payments were submitted, the system walks the user back to the Payment Center where both transactions would have been visible.   At this point, the user has the ability to cancel one of the payments without any fee until 8:00 PM the night before the effective date.  In this case, the user had 3 days to cancel the payment without a fee.  ExpertPay does not know what is owed on the case. ExpertPay provides the tools to the user to manage their account and only does what the user tells it to do.  Between the two separate emails, the payments being shown in the payment center and ample time to cancel payments, stop payments have a $20.00 fee associated with them.  Our Terms of Service clearly states what our fees are and require they are agreed to at the time of registration and at the time of payment.  

  Customer Answer

  Date: 02/08/2024

  First, there is no information explaining how that works and the last time I tried to cancel using the cancel button before a payment date the payment still went through and when I called in I was told that you can't cancel using that method you have to call in. 

  Second, I have never received a confirmation email for any of my transactions.

  Third, I have explained that there was a glitch in their system. I was not sent to the confirmation page or the home page as they say is supposed to happen. I was sent back to the submit page and clicked the submit button again because I didn't know a payment had gone through already. If I had known I wouldn't have submitted a second transaction and would have called before the money had been taken out of my bank account. 
  Regards,
  
  ******* ********

  

  Business Response

  Date: 02/13/2024

  ExpertPay does not show any glitch in our system.  ExpertPay has no idea what the user intends or what the user owes towards their child support.  ExpertPay is completely user driven and functioned as designed.  If the user unintentionally makes more than one payment, the user has until 8:00 PM EST the night before the effective date to cancel the payment. ExpertPay provides the user with a confirmation for each payment made.  Attached are the two separate payment confirmation emails sent to the email address on file.  ExpertPay clearly states the payment schedule and the fees associated with a stop payment.  ExpertPay is not a part of any state and is not a mandatory method of payment.  Please see the below sections of the Terms of Service regarding.  

  Payment Schedule

  9. PAYMENT PROCESSING SCHEDULE
  The effective date for submitting payments using a bank account will default to the next business day. The effective date for submitting payments using a credit card, PayPal, Venmo, ApplePay, or GooglePay before the cut-off times noted above will be the same business day and after the cut-off times noted above will be the next business day.
  All debited funds are subject to a four (4) business day hold to verify funds and insure account authorization. Upon the fourth business day, provided all funds have cleared, the funds are then transmitted to the receiving government agency.  

  3. MEMBER PAYMENT SUBMISSION CUTOFF
  Payments must be submitted prior to the designated cutoff time on a recognized banking business day. A banking business day is defined as Monday through Friday, except Federal Reserve holidays. The daily cutoff time for payments submitted using a bank account is 8:00 p.m. Eastern Time (ET), for payments submitted using a credit card is 6:00 p.m. ET, and for payments submitted using PayPal, Venmo, ApplePay or GooglePay is 5:00 p.m. ET You must have the payment submitted by the cutoff time, otherwise it will be considered the following day's business.
  

  Terms of Service Stop Payment fee

  7. REVERSAL FEE
  Any payment submitted by you that is requested to be 'stopped' from being sent, due to an error on your part, will result in a $20.00 charge for each payment record that was stopped. The fees will be debited from your account. Extenuating circumstances will be acknowledged as indicated in the following section.

  Customer Answer

  Date: 02/13/2024

  The policy is ridiculous if you expect people to know they made a double payment before the money comes out of their account. If your system doesn't indicate a glitch then you are running a scam and should be shut down. Your rates for all of these things indicate that you rely on people to mess up and rape them on fees. Congratulations for stealing money from people who are doing everything they can to support their children, even if it means they can't even support themselves, while other clowns go out of their way to avoid it. I'm done trying to get my money back from you, it's a waste of my time, obviously. I will, however, do my best to ensure that this doesn't happen to other people since you clearly don't. $20 may not seem like much to you, you clearly make that much a minute, but when you are trying to feed your children without foodstamps on a minimal income and you work 60 hrs a week to do it, it's frustrating as it gets to have someone take anything more from you without even knowing it till it's gone. Top it all off, the extra $360 took away from other bills that now have late fees because nobody ever gives money back as quick as they take it. At least those fees don't add up to your stop payment fee for something I didn't know was an issue in the first place.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:10/26/2023

  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.

  I pay my child support twice a month every month for over 10 years, somehow someway last month the Expertpay system charged my bank account twice, I emailed them, then called and spoke to someone, then emailed them again, about crediting me back one of the payments, at no time did they inform me about a $20 service fee for a cancelled payment, not until they acknowledged the credit and started the process did they then inform me that there would be a $20 charge. 

  I complained immediately and emailed them saying I spoke to a live person and sent 2 emails and nobody mentions a service fee UNTIL AFTER YOU OKAY THE CREDIT do you want to tell me, NO WAY!!  I asked them multiple times to not charge it based on lack of communication on their part and they simply said something like, "It's stated on our website that we charge for a cancelled transaction".  This is lousy customer service, I spoke to my bank, Wells Fargo and unfortunately since it is a "credit" transaction to my account, they cannot help me. 

  If I had known about the fee, I wouldn't have cancelled the payment, I could have left the payment with them as I pay it every 2 weeks, but their poor customer service didn't inform me and I don't think I need to pay it.
  

  Refund shortage

  

  Business Response

  Date: 10/27/2023

  All of ExpertPay fees are in our Terms of Service which are acknowledged and agreed to upon registration and at the time of payment.  ExpertPay does not charge a transaction fee for payments going to the State of ***** ********, thus providing a transaction free service unless there is a returned or stop payment request. 

  ExpertPay does not have the ability to edit or submit payments on the user's behalf.  ExpertPay sends an email to the user for every payment submitted which provides a Transacton ID. 

  Per the Terms of Service 

  7. REVERSAL FEE
  Any payment submitted by you that is requested to be 'stopped' from being sent, due to an error on your part, will result in a $20.00 charge for each payment record that was stopped.

  Customer Answer

  Date: 10/27/2023

  I am rejecting the businesses response based on the fact that you can't be legalistic about a policy that's buried in writing or a website, I had three communications with the company, and they had the ability to inform me of the fee, and they chose not to.

  Regards,
  
  ******* ****

• Initial Complaint

  Date:03/02/2023

  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.

  My Employer uses EXPERT PAY. It was discovered that my child support payments deducted out of my paychecks were being sent to the wrong state by EXPERT PAY not my employer. I am now 3 months behind in my child support due to this unacceptable mistake.

  

  Business Response

  Date: 03/09/2023

  ExpertPay only sends the payment to the state your employer tells it to.  Please have your employer contact ExpertPay and the State the payemnts were sent to directly.

• Initial Complaint

  Date:11/14/2022

  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.

  My account was deactivated due to “nsf”. Yet they were able to collect their 30$ “NSF fee” same day. I call and spoke to a man who had no interest in really getting to the bottom of the situation he instead starts to bark request out back to back. Then only say to email them. “That is all they can do” this is an incredibly frustrating situation due to the fact that child support is still due and I can pay it with out this stupid app. And help from the company is not friendly nor is it readily available.the app Nis almost never working properly and if I submit a payment today it will not even begin processing it for 3 to 5 days. The system will only allow payments to be submitted on certain days.

  

  Business Response

  Date: 12/08/2022

  ExpertPay inactivates an account any time a payment is returned by the bank for any reason.  Per the Terms of Service, prior to reactivating an account, ExpertPay must first collect the returned payment fee.  ExpertPay does not reactivate the account until it is confirmed that the fee has funded by the user's bank.  In this case, i see that the ExpertPay has been reactivated.  please see the below Terms of Service regarding returned payments.

  6. NONSUFFICIENT FUNDS FEE (NSF) Any payment submitted using a bank account that is returned to CONDUENT for non-sufficient funds will result in a $50.00 NSF fee. This fee will be assessed to your account prior to any future use of the service. The payments that were originally submitted but resulted in the NSF will be stopped and must be re-submitted by you. When you submit payments using a bank account, an ACH debit is sent to your account(s) to withdraw the funds. The funds will then show as being received in our account and withdrawn from your account on the "settlement date". However, if your account did not have the funds to cover the ExpertPay® debit amount, then your Bank will notify ExpertPay® within two (2) days that the payment was NSF, and our account is debited. As a precaution, ExpertPay® holds all funds until we are confident that the funds have cleared your bank. We then send the funds to the appropriate state child support agency. If an NSF notice is received, we will cancel your original payment, and assess your account the $50.00 fee. Note, this is in addition to any fees your own bank may charge.

• Initial Complaint

  Date:07/24/2022

  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.

  The customer service phone number, as listed on the website, 800-403-0879 is unreachable. I have tried called a multitude of times. I emailed ExperPay two weeks ago and have yet to receive a response. There is literally no way to get in touch with this company.

  

  Business Response

  Date: 07/26/2022

  Hello **********, we have left a voicemail at the phone number on your ExpertPay account.