ComplaintsforPerpay Inc.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 6/17/2023 I ordered 7 items from Perpay. 2 dressers, 1 queen sized bed frame, 1 queen sized headboard, 1 full sized bed frame, 1 queen mattress, & an entertainment center. On 6/24/2023 the items were delivered and both dressers had damage. 1 has a broken component that makes it not even able to be assembled the other has 2 damaged drawers. On 6/25 I went through the process of submitting the documents needed to start the replacement process. It states it will be 24-48 hours to receive an update. On July 4th, After more than a week I had not received a response and reached back out via an instant message to check what is going on. On July 6th I got a response requesting more information and I immediately provided the information needed. It has now been another 9 days and I have heard nothing. There is no way to check the status of the replacements or to identify what the hold up is. The website gives no phone number to contact anyone meanwhile I’m still sending payments for items that I received damaged. This needs to be rectified and from a business perspective the process for requesting replacements due to damaged items needs to be evaluated this is not a good experience for your customers.

  

  Business response

  07/31/2023

  Hi *****, 
  
  I apologize here for the delay in response from our team and for receiving damaged items. I understand it is super frustrating to get damaged items. 
  
  I see that you did fill out the return form and our team was able to order your replacement parts for the damaged items. If you did not receive the replacement parts please reach out to our team at [email protected] so we can best assist you.
  
  Again, I greatly apologize for the negative experience and want to make sure you received the replacement parts. 
  
  Thanks!

• Initial Complaint

  07/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made first order 2 be week of may. It wasn’t available so it took Like three weeks to get in touch with someone to change order to mail out new tv. Still haven’t received tv. Still haven’t heard anything on a resolution: I’m paying money every 2 weeks and nothing. The second order I order 2’tires got one tired. *** ** confirmation shows one tire being delivered. Still haven’t gotten 2nd tired. Sent a lot of emails about this without any contact back

  

  Business response

  07/25/2023

  Hi **********, 
  
  I am so sorry to hear about the TV and for the delay in response times. 
  
  It looks like our team followed the lost/stolen procedure since the tracking number showed delivered and there was a picture of the delivery. 
  
  Please note that to send a replacement our team needs a new address so that it does not get stolen again. Once you sent over the appropriate information our team went ahead and processed a replacement. The item was then back ordered so our team went ahead and credited your account. 
  
  Again, I do apologize here and understand this is frustrating. If you do not see the credit on your account please feel free to message us at [email protected]. 
  
  Thanks!

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an ** Air Conditioner from the company when I received the item it was defective loud and did not cool. I contacted prepay on 6/22/23 to receive a return label to return the item and get a refund because they keep taking money from my paycheck for this item that does not work. prepay has only responded once to which they said they are behind. this was now 3 weeks ago. this is unacceptable I just want to return the item and get it out of my living room it is huge and bulky and costing me money when it doesn't even work. the images I have added are the ones they request on there defective item form which I have submitted twice due to no response.

  

  Business response

  07/24/2023

  Hi *******, 
  
  I am so sorry to hear about your defective order! I understand this is super frustrating. I apologize for the delay in response and getting this item replaced for you. Our team is working through a high volume and is diligently working to get these requests answered as quickly as possible. 
  
  Please note that while your return is being processed we do ask that you continue making payments so that your account does not go into a late status. After the return is approved our team will go ahead and credit and/or replace the item. 
  
  Our team has gone ahead and credited your account for the defective item. If you are not seeing this on your end or would like a replacement please reach out to [email protected] and our team can further assist you. 
  
  

  Customer response

  07/24/2023

  [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. 
  They did take care of the issue and fix my account. 
  

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been paying off a debt through this company for over a year. I direct deposited my social security into their bank where they took what I owed and then forwarded the balance into my account. They have all of my account numbers as the screenshots show so that it transpires with no other action on my part. However, as you can see from screenshots I paid my debt in full last month so the entire amount should have been returned without any problem. Instead, without informing me that they would be doing this, they kept my ENTIRE check & sent me an email saying my credit amount was raised & they were going to hang onto it until I decided what else I wanted to purchase. They kept it all! That's my Social Security! I could not only NOT pay my bills, but several transactions bounced because the money was not there to cover them. They state they emailed me information but I received nothing but credit increase emails. The one I finally did find that mentioned it only took me to the profile page that says nothing but that I had no balance. In order to find anything you have to search through hundreds of blog posts. It has taken me days reading through their blog posts to find that I now needed to request that my money be returned. Which begs the question why would I need to request when nothing changed except my debt becoming $0.00? If it was not owed than it should have moved just as smoothly as before but I feel they are trying to force me into purchasing other items. They've now stated they have started the return but that it could take 5-7 days. It is now the 10th. They received my money on the 2nd at 10pm PST. Makes no sense AT ALL!! It was already set up prior. My response from them has been minimal at best. I feel they intentionally make it difficult to find out how to stop direct deposit. They should not be so cryptic. Regardless, if I wanted to leave the direct depst in place for a later time that was my choice, they should have immediately passed my finances on.

  

  Business response

  07/25/2023

  Hi ******, 
  
  First, I want to apologize here for the frustration our team has caused. I am happy to help solve your issue and want to make sure you received your money back. 
  
  Please note that Perpay does not have the ability to take your payroll direct deposit instead your payroll sends us the payment on your pay day. 
  
  It looks like our team had sent back your funds to the bank account you had provided on your account. Our team attempted to send back the $621.00 amount to your account with *********** ending in ****. This payment was returned by *********** the following day. 
  
  Our team asked you to add a new bank account and verify it so we could try to send those funds again. 
  
  Our team sent images of the failed attempt. To try and clarify here, we did attempt to send this payment back. It is possible your bank might not have received notice of this since the payment failed before it could be delivered to your bank account. 
  
  The funds were then sent again. If you still have not received these funds please reach out to [email protected] so our team can assist you further. 
  
  Again, we do apologize and understand how sensitive your money is to you. 
  
  Thanks!

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Business has taken money via payroll and has not delivered product in guaranteed time. Promised delivery after first payment was made. Never done yet keep telling me they are waiting to hear back from distributors.

  

  Business response

  07/12/2023

  Once we received ******** first payment on 6/29/23, his order was sent into shipping. The order has been shipped and the tracking information is available to view on the user's home page. ******** item is expected to arrive 7/14/23.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I put in an order for a phone over 2 weeks ago. I made a payment right away since I overpaid them. They said it would ship in 3-5 business days. I reached out 3 times and got told it would be shipped then today told they do not have it in stock and to pick another phone and they pulled all phones off the site that I could get. I then asked them to refund my three payments I made for the phone and ablther order they took two payments out of my check when they were only supposed to take one I wanted my payment that I made two weeks ago refunded and the two payments I made yesterday refunded. I have sent multiple messages with zero response the only response I got was they will close the ****** order and put my money towards future orders after I told them I want to close my account and I do not want any future orders with them. I want any other order closed which there is only 1 more that i just placed. They are ignoring me now I want my money back that they took from me and I want my account closed I do not want any more orders with them I've had multiple issues with them and I've tried to give them multiple chances and each time they have not kept their side of the deal. Please help me!!!

  Customer response

  07/13/2023

  Hi my name is *****************************I  filed a complaint against a company called Perpay located in Pennsylvania.  I tried to email to let you guys know the company finally got back to me after I told them I filed a complaint with you guys and have worked something out with me. I think they should still be looked into but I no l9nger require a refund. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact Perpay credit card due to them deactivating my credit card without my consent to send me a new one. The new card was sent to my home address and left without a signature even though I was told it was going to the hotel I am staying at and it would require a signature. I call multiple times requesting to speak to management and I am always told there isn’t one available and someone will call me back in 24-48 hours. Nobody ever calls. Nobody ever tries to find a solution to this problem. There is a card sitting at my door step that anyone is able to get and use and Perpay just tells me there’s nothing they can do for me. That a manager will call me back in 24-48 hours.

  

  Business response

  07/21/2023

  Hi there, 
  
  I apologize here for any miscommunication and understand how frustrating it is to not be able to get your card and use it. 
  
  It looks like your credit card is active and there has been no replacement. It also looks like you have also been using the card. If you need a replacement card please reach our Credit Card Support team or email us @[email protected] and we can assist you. 
  
  Again I do apologize here and happy to help you get this sorted out!

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with prepay on June 9 for some gray ***********. Contacted prepay on the 14th and advised them I had received the wrong color received the green ones instead of the gray one ordered. And yet still have not received a return label to return the wrong item received. I have never had any issues yet this is ridiculous.

  

  Business response

  07/17/2023

  Hi *******, 
  
  First, I want to apologize for receiving the wrong color of the item you ordered. I understand this is super frustrating and we are happy to help get this fixed for you!
  
  It looks like our team has already went ahead and credited your account for you! If you would like a replacement please feel free to reach out to [email protected] so our team can send a replacement. 
  
  Thanks!

  Customer response

  07/17/2023

  [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,
  
  ********************
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 2023 I have 520 in an account and I have tried to verify my bank to no avail. I have tried calling, messaging, and emailing. Just quick response with same info. Nothing helpful. I've asked them to verify manually. No response. They take money out of my paycheck weekly. I've stopped that I think. It's a savings account. I just want my money back.

  

  Business response

  07/17/2023

  Hi *******, 
  
  I apologize here for any inconvenience and frustration our team has caused you! When you have an available balance to withdrawal our team needs you to add and verify your bank account. It looks like when you verified your bank account it failed verification. Sometimes this can happen if you do not receive the micro deposits or if it is a smaller bank. 
  
  To process the withdrawal, our team had to manually verify the bank account for you which is why we sent you a link to schedule a time for our team to call you. It looks like our team did call you on the scheduled date/time and was able to manually verify your bank account and send the funds to the appropriate account. These funds have since left our system. Please reach out to your bank if you did not receive the funds. 
  
  Thanks!

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order shortly after receiving a paycheck to know that my next paycheck via direct deposit would make the payment to Perpay. They received my payment on Friday the 30th and created a shipping label for the item. The item still has not been shipped at the time of writing this: July 5th. I talked to chat multiple times to try getting assistance and a rep said he would escalate the issue to the commerce team than stopped responding at all which occurred on the 1st of July, mind you before he said he would escalate the issue he tried to blame the carrier (*****) for “delays on shipping” and it wasn’t until I provided a screenshot showing ***** hasn’t received the package yet that he decided to escalate the issue, his last message saying the commerce team would respond Monday the 3rd. I have not received any response from said team, I also had sent an email for assistance and the gentleman gave me a run around and said he would contact the distribution team and get back to me once they responded, and again I have gotten no response about what they said and instead the gentleman said he would escalate it again to the commerce team which has been unsuccessful in contacting me already, and than he stopped replying to any emails. They are refusing to give me details about my item and are trying to tamper with peoples credit under a guise of “providing payment options on items.” When I placed the order it said it would ship in 1-3 days after payment received and they claim it’s been shipped even though I called ***** and confirmed that ***** has not received the package still as of today (July 5th) I have began looking into contacting an attorney to seek legal assistance on this because they refuse to provide help and I have 5 pending chats with support over the last 5 days all saying I should be responded to in less than a day. To which all of them have been ignored. Their app still shows expected delivery for July 1st on top of that. They are scammers.

  

  Business response

  07/21/2023

  Hi *****, 
  
  I apologize here for the inconvenience and understand that this is super frustrating. Please note that to process an order for shipment we do need to receive your full minimum payment through payroll direct deposit. 
  
  It looks like your order was delivered on July 6, 2023. If you did not receive this order please reach out to [email protected] so our team can look into this for you. 
  
  You are able to view your tracking number under your marketplace summary and orders tab. 
  
  Thanks!

*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. ↩