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:12/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased ****** ** on December 12, 2023, and received delivery on December 16, 2023.The ****** ** is the incorrect item ordered. I contacted customer support on the first business day, December 18, 2023. However, my refund request was denied, as it was stated that the 3rd party vendor does not accept returns. I find this situation to be inaccurate, unprofessional, and distasteful. All I want is to return the phone. Thanks *************************************

  

  Business Response

  Date: 01/09/2024

  Hi *****, 

  We apologize for any frustrations this situation has caused. It looks like we received an initial outreach regarding this concern on 12/18/23 and our team completed the returns process this same day. I can confirm that the ****** **, Midnight, 128GB that was ordered on our Marketplace is the same item that was received, as per the photos sent in through the Return Form and the confirmation that we received from our Distribution Partner. We do not currently carry the ****** **. The return request for this item was denied as the item was no longer in its factory sealed packaging. The qualifications for returning all of our products is displayed in the product description of each item on our Marketplace, in addition to our help Center article titled "Returning an Item". If you have any further outstanding questions, we encourage you to reach out to our team through our email [email protected].

• Initial Complaint

  Date:12/14/2023

  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.

  When I first ordered my card, I was told 14 days. 30 days later I called and you said you sent it to the wrong address. Mind you it took 3 emails and 5 calls to get an answer. They told me theyll send a new card and that it will take 45 days. 2 month later I called in and they said the card was lost in transit, that theyll send a new one. Now were at 4 month and still no card. But youre still keep charging my account on time for credit card services. I want this credit card account not only shut down, but all the money I paid you given back. Whats sad is that I've always paid early and ontime and have enjoyed your services. It ***** that you would do this to faithful customers

  

  Business Response

  Date: 01/09/2024

  Hi *******

  We do apologize for any frustrations this has caused. It looks like you initially reached out regarding this issue to our Team through our live chat on 12/14/23. Our Team was able to respond on 12/15/23 to try to get this issue resolved, however we did not receive a response to our message. Our Team works diligently to ensure that all cards are shipped and delivered within a 10 day timeframe, however once the cards are shipped out, we unfortunately have no way to control these deliveries even though we did expedite shipping in an effort to do all we could to ensure that the card is received. Please reach out to our email [email protected] and we would be happy to resolve any outstanding issues for you.

• Initial Complaint

  Date:12/12/2023

  Type:Delivery 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 have been waiting on my card since August of this year. Ive called them several times and they always say wait this long wait that long or get smart. They have mailed me out 5 cards they claim, and I have not received a single card. This is the fifth card and they continue to bill me and take my money, and I have not received my card. They continue to tell me that my address is wrong, when it is clearly stated on the website as right. I had excess money in my account of $100. now it is no longer there for me to request it to be sent back to my bank account. I need this resolved and I cannot get help from them only the run around.

  

  Business Response

  Date: 01/05/2024

  Hello,

  I apologize that there were difficulties in receiving your Credit Card.

  I can see that you were able to receive your Card as of 1/5/24.  I understand that this is delayed and an inconvenience, we apologize on both fronts.

  Please reach out to our customer success team at [email protected] to help with withdrawing your overpayment.  Please note that we have no capacity to take your money, so if you do not wish to make overpayments, please reach out to your payroll department to have them help adjust your Perpay allotment accordingly.

  Again, I apologize for the delay in receiving your card, but I am glad that you were able to receive it.

• Initial Complaint

  Date:12/07/2023

  Type:Product 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.

  I purchased a weight bench and pull up/dip bar 11/15/2023 they didnt process my order for shipment until they received my first direct deposit of 91.39 on 11/22. Im scrolling threw my emails and i see that my order was delivered never received anything from them saying it was being shipped. I reach out to them to tell them i didnt receive it they told me to check with with my neighbors before they can move foward. I told them thats not my job. So they decided to proceed with shipping out my order again but i needed another address. I didnt have another address so i said refund me. I spoke with my brother he gave me permission to use his address so i gave it to perpay upon checking my status i see they only replacing part of my order and they were charging me for the replacement. So i sent a few messages trying to fix the issues because i really wanted the equipment. Still with no luck im being very patient so now im requesting for my account to be closed and all monies be refunded instead they're trying to convince me to by offering$50 credits. I check the status once again and they didnt cancel but they had me down for purchasing a playstation game console which i never order. And i was told that the refund process would start 12/06/2023 and it is now 12/06/2023 and my account still showing active with no refund

  Customer Answer

  Date: 12/13/2023

  The business reached out to me and issued a refund.

• Initial Complaint

  Date:11/30/2023

  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.

  Someone hacked into my Perpay account! They attached a checking account, verified it, and the 15$ I had sitting in there that was an overpayment, they just withdrew it into their account. Because it is after hours, I can not close the account, remove my pay information, remove they're pay information, or anything until someone get's back with me, per haps the next morning. This is annoying, my hands are tied. I can not get hold of anyone.

  

  Business Response

  Date: 12/20/2023

  Hi *******,

  We do apologies for any inconveniences this has caused. It looks like you reached out to our team and they were able to look in this incident for you. We then processed a withdrawal of this amount to your personal bank account on 12/13/23. If you have not received these funds, please reach out to our email [email protected] and we will be able to assist you.

  Customer Answer

  Date: 12/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. However, the company needs a better way to immediately respond when there is fraud in process. The client should not have to sit and witness a bank account being added to their account and a purchase attempt, as well as watching a withdrawal happen in real time. Perpay has to do better
  
  Regards,
  
  **********************************
  

• Initial Complaint

  Date:11/29/2023

  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.

  on 11/29/2023 a total amount of $207.01 was sent to perpay when the payment that was set for the item, I was attempting to purchase was $26.13 after finding out I canceled my order and tried to contact perpay to get my money placed back and they had told me that my employer who I had said they can look into it but that the situation would be between myself and perpay and while trying to contact them they have barely responded then at 2:10 I was told that someone would reach out to me and have yet to receive contact

  

  Business Response

  Date: 12/14/2023

  Hi ****, 

  I apologize here for the inconvenience and understand that this is frustrating for you! It looks like we were receiving your direct deposit payment and there are currently no active orders on your account. On 12/1/2023 you withdrew the funds to your personal bank account. When reviewing the conversations it looks like our team was in constant contact with you. If you would like to place another order please feel free to reach out to [email protected] and we will be happy to help!

  Again, I apologize here. 

  Thanks!

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of order: 11/6/2023 Order# ********* This company asks you to setup direct deposit using their company information and they will allow you to order merchandise. I placed my.order, entered required information and they still did not ship my order but they did steal my wages. I have tried to resolve the issue and they are not willing to assist. This has to be a scam company and they should be reported and accountable for their theft.

  

  Business Response

  Date: 12/01/2023

  Hi *****, 

  I apologize for the frustration our team has caused you! Unfortunately, it looks like we have not received any payment from your payroll. Our team had asked that if a payment was sent to us then send over that screenshot. Please send that over if you do see it on your end so we can take a look into it. When reviewing your account it looks like all of your orders were canceled. Feel free to place another order if you would like. 

  Thanks!

• Initial Complaint

  Date:11/14/2023

  Type:Delivery 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 ordered a *********** * console, A *********** * controller and a Hair Straightener. I set up the direct deposit amount. The first payment already came out of my check. On Monday 11/12 I received the *********** * controller only. When I called ***** they advised me that this order only had one box and to call the shipper. I looked on the perpay under my order number and clicked on tracking, it shows all the items delivered which is a lie as I have the shipping label in the box which only shows the *** controller. I reached out [email protected] and told them the sitaution. They say I should have other tracking numbers for the PS5 console and the hair straightener but yet I have no other tracking numbers. I've filed a complaint with the *** as well. I've advised them if I don't have tracking numbers for these other two items by 11/15, I will be contacting My attorney and will be canceling this direct deposit.

  

  Business Response

  Date: 12/13/2023

  Hi there, 

  Thanks for bringing this to our attention and I am so sorry to hear about the delay with your order. It looks like our team has been in constant contact with you and let you know when the items would be delivered including the tracking numbers. After, taking a look at your account the items were all delivered. If you did not receive one of these items please reach out to [email protected] so that our Shipments Team can take a look into this for you. Once again, I do apologize here!

  Thanks!

• Initial Complaint

  Date:11/13/2023

  Type:Delivery 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 placed an order on 10/13/2023 order number *********, and there have been two payments that came out already and the item still has not been shipped. It states 3-5 days. I have emailed perpay multiple times and messaged them on their live chat and the only response I get is they are waiting on a update by distributor. I then received a message for my updated address when my address has never changed. Apparently the shipping company was trying to deliver to a different address in another state, that was multiple days ago and I still have not heard anything and their messenger shows that they seen my messages and are not responding. I just want my item since the direct deposit was taken out twice.

  

  Business Response

  Date: 12/01/2023

  Hi *******, 

  I apologize for the frustration our team has caused and happy to clarify! It looks like there was a stock issue with the item you ordered and our team placed it with a different Distribution Partner. Your item then came out of stock. Our team has credited your account for the out of stock item. If you would like a replacement please reach out to our team at [email protected]. 

  Thanks!

• Initial Complaint

  Date:11/01/2023

  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.

  I was offered a credit card with a $1000.00 limit from PerPay. The stipulation was that they would get a $75.00 allotment twice a month from my paycheck. Two payments later, i inquired about my card. My reply was that they will send it out. Then i find out that this credit card is only good to use in their overpriced junk online store, nowhere else. So i demanded a refund everyday for 20 days so far. PerPay claims they don't have my bank information but they do because they took my money out of my bank. They have scheduled many phone calls with me which they either hang up when I answer or they don't call at all. Im extremely frustrated.

  

  Business Response

  Date: 11/09/2023

  Perpay only received one payment from ***** and this was applied to their credit card. The Perpay card can be used anywhere Mastercard is accepted, and can not be used on the Perpay marketplace or "store" that ***** is referring to. Unfortunately since ***** did not have any bank on file with Perpay, we did not have an account to send the funds. Once the account was added we were able to successfully send ***** back their funds.

  Customer Answer

  Date: 11/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************