ComplaintsforPerpay Inc.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Perpay was sent my entire paycheck due to an error from my job. I spoke with *** from Perpay and I provided my account info on the phone for my full amount of money to be returned. He said that my money will be in my account by 7pm today, This has not happened. I never purchased anything, nore did I authorize my entire paycheck to be taken by Perpay. Please refund my money.

  

  Business response

  09/12/2023

  Hi ****, 

  Thanks for reaching out and I apologize here for the inconvenience. I'm happy to clarify here. We do not have the capacity to take your direct deposit. It is directly deposited to your Perpay account from your employer's payroll. 
  
  Only you are authorized to make adjustments to your direct deposit information in your payroll. We are not directly affiliated with your employer. Instead, your payroll sends your direct deposit payment on your pay day to your unique Perpay payment account.
  
  We are unable to adjust payments for you, which is why we provide payment instructions on your Perpay profile. Please check out the articles below for more information on stopping your payments and withdrawing any overpaid amount.
  

  It looks like our team did receive a payment of $1,201.83 and sent a message and called your phone that morning we received it. Our team was unable to get ahold of you so they called back after you said you could speak on the phone. Our team was able to get all the necessary information to send the funds back to you and they would be in your account by 7PM that day. It looks like those funds have been sent to your account and you messaged in saying you did receive them. 

  If you did not receive these funds please reach out to us!

  Thanks!

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased ****** Sound LED Speakers, and *** Ceramic Hairstyling Iron (which were overpriced), on 5/16/2023. I never opened the speakers and they were still wrapped in plastic. I opened the flatiron but never used it. I filled out a return slip and sent photos of the packaging. The company's representatives took days to return my messages via email and chat. They have an incredibly slow process to reply to questions and concerns. Because they took so long to reply to my messages, I was told that the time to return the speakers had expired. I returned the speakers and I am still being forced to pay for them and I was charged for a restocking fee! I was denied a return on the flatiron because the packaging was opened. I understand return policies, but because they take a full week to reply to messages, this makes the process of revolving issues impossible and the customer loses. I would like BBB to assist me in this issue as I have gotten no where with them. Their customer service is ridiculous.

  

  Business response

  09/12/2023

  Hi *******, 

  I first want to apologize for the inconvenience and miscommunication with our team! Please note that our Returns Team is experiencing a high volume and working diligently to get through of the requests. 

  For all returns you do have to fill out a separate return form for each individual item. It looks like our team had a return form for the ****** Sound - ********* LED Dancing Water Multimedia Speakers, Black but needed you to submit one for the other item, *** - Tourmaline Ceramic Hairstyling Iron - Black. 

  The return was approved for the ****** Sound - ********* LED Dancing Water Multimedia Speakers, Black and our team sent over the return label. Please note that for all buyer's remorse returns you do receive a restocking fee which is stated under our return policy. In the message with the label our team gave you two weeks to return the item before it expired. Our team sent follow up replies to ask if you were able to return the item and we re-sent the label as well. Since it was not returned in that timeframe the return expired and was closed

  Since the other item *** - Tourmaline Ceramic Hairstyling Iron - Black was open we were unable to facilitate a return. Please note that items need to be factory sealed if it is a buyers remorse return which is stated in the return policy.

  If you did return the item please let us know so our team can look into it. Again, I do apologize for the inconvenience and frustration we have caused. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tires april 17 2023, one tire has failed while on the highway, i contacted them about getting a replacement via manufactures warranty, they said there is no warranty because i did not purchase the PERPAY warranty, I was in contact with ****** and was told the tire should be warrantied through perpay solely because of the manufacture warranty. This is bad business and bulling. They do not have a contact number for a person but a automated message that hangs up on you after it says what it says.

  

  Business response

  09/06/2023

  Hi there, 

  I apologize here for the incident with your tires! Please note that your item is covered under a 1 year warranty. You will have to reach out to the company for the warranty and for them to help. Please reach out to our team at [email protected] so our team can send you the order confirmation that you can provide the company with. 

  Again, I apologize for the inconvenience and frustration caused!

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I place an order for a TV and they have already taken 2 payments from my direct deposit through payroll and no one is responding to me about my tracking number nor have they given me any updates. Also they are ignoring my messages and blocked me from messaging them as well. It’s already been 2 weeks and I have not heard are received anything yet. They won’t refund my money because it’s already processed

  

  Business response

  09/06/2023

  Hi there, 

  First, I want to apologize for the inconvenience and frustration we have caused you! It looks like our team has credited your account and you have withdrawn the overpayment. Our team was in constant contact with you. Please note that when this happens our team has to follow the claims process. Again, I apologize for the delay and inconvenience we caused!

  Thanks!

• Initial Complaint

  08/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Late June I ordered an item from said business on an agreement that once they begin charging my wages they will send said item. They have yet to send the item and have been charging my wages for about 7 weeks. They own me ~100 dollars. They refuse to come to a conclusion on my account despite submitting proof of purchase and the charges.

  

  Business response

  08/31/2023

  Hi there, 

  After looking at your account it looks like we have not received any payments from your direct deposit yet. Our team asked if you could send over your full paystub and the account/routing number in your employee portal so that we can take a look at where the payments went too. It looks like you had entered the wrong routing number which is why we never received the payment. Our team recommended that you reach out to your employer to see where those funds had gone too. Please make sure to update your direct deposit with the correct account/routing numbers that our team sent over and are on your account as well. 

  Again, I do apologize for any confusion here!

  Thanks!

• Initial Complaint

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A payment was made for a console. They got their money but I can't get any update. No one will get back to me and the customer service number doesn't work.

  

  Business response

  08/29/2023

  We received the users first payment on August 18. The **** - *********** * Digital Edition Console has an expected ship time of 3-5 Business Days after first payment as stated on the product page. The order was shipped on August 21 and delivered August 23. We were in contact with the customer throughout the entire order process.
  
  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am owed an over payment and they will not get back to me

  

  Business response

  08/31/2023

  Hi there, 

  I apologize here for any frustration our team has caused you! It looks like our team has sent the funds back to the account you have provided on your profile. If you did not receive these funds please reach out to our Customer Support Team so that we can look into this for you. 

  Thanks!

• Initial Complaint

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter moved out and also has a account with perpay. She also changed jobs so she missed 1 payment. I tried ordering merchandise from perpay but they suspended my account because she was late on a payment. I have sent multiple documents showing my address has not changed. I have never missed a single payment but my account remains suspended because of her account that has nothing to do with me. This has been going on for nearly a month now and I'm very upset with the situation.

  

  Business response

  08/18/2023

  Hi there, 

  I apologize here for the inconvenience and understand how frustrating this is for you. Please note that we are unable to ship items to an address that is associated with a past due user. If your daughter moved that is no problem we would just need you to send us a document showing her new address. Once we receive that information our team can go ahead and process your order. Please feel free to reach out to [email protected] so that our team can help you.

  Again, we do apologize for this inconvenience! 

  Thanks!

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase with Perpay and finished all my payments but somehow Perpay is still withdrawing money from my account. I’ve ended my direct deposit with Perpay and I’m still being charged. And when I try to withdraw the funds it takes days when I need that money now… things went smoothly until I actually finished paying off the item… I’m unsure if I’ll ever use Perpay at this point… I’ve left photo of the issue at hand in this email.. poor customer service having a call center that doesn’t take calls!!!

  

  Business response

  08/03/2023

  Perpay does not have the capacity to take a user's direct deposit. It is directly deposited to their Perpay account from their employer's payroll. 
  
  Only the user are authorized to make adjustments to their direct deposit information in your payroll. We are not directly affiliated with any employer. Instead, their payroll sends your direct deposit payment on their pay day to their unique Perpay payment account.
  
  We are unable to adjust payments for a user, which is why we provide payment instructions on their Perpay profile.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid this company perpay $15.95 from my direct deposit pay account from my job. It hasn't reflected on my perpay account. It was also stated on perpay web page that orders would ship after first direct deposit pay was received by them. My first order would ship with the understanding that as long as I was able to "automatically" set up direct deposit, it would ship. Well, it's in the process of being shipped, supposedly. But on my account, neither my first payment, nor a "preparing to ship" status update for my second item appear. It is obligatory for this company, not only to reflect my payment to my account, but also per their contractual statements on their site stating "item will ship after first direct deposit is made", my first direct deposit was made, and now it is time for them to ship the item. Period. Both routing number, and account number from perpay were copied and pasted from perpay and pasted to direct deposit forms from jobs direct deposit website. So there is no chance that the wrong account and routing numbers were used. They are correct and were double, triple checked by myself.

  

  Business response

  08/03/2023

  We received *****'s first payment of $15.95 on July 27. Unfortunately this was less than the required minimum payment of $49.55 needed to ship the order. Once we receive the user's direct deposit payment of $49.55, the *****'s order will be sent into shipping.

  

  Business response

  08/03/2023

  We received *****'s first payment of $15.95 on July 27. Unfortunately this was less than the required minimum payment of $49.55 needed to ship the order. Once we receive the user's direct deposit payment of $49.55, the *****'s order will be sent into shipping.

*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. ↩