ComplaintsforCatalis Payments

Financial Services

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Customer Complaint:

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Initial Complaint
09/12/2024
Complaint Type:
Billing Issues
Status:
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.
On 9/8/24 I used payUSAtax (powered by Value Payment company) to pay Q3 IRS quarterly tax. When I entered the information I received a message that there was a problem and to try again in a few minutes. I wanted more than few, attempted payment, and got the same message. Waited longer, attempted again, same message so I gave up. Next day I noticed 4 payments ($1500.00) as well as for charges $27.60 service fees. I called the number listed for payUSAtax, was on hold for 1 hour, spoke to representative (9/9/24) who said I had to call the ***. I do so and was told that ONLY the merchange (payUSAtax) could cancel the charges. I called payUSAtax abain (7:00 a.m. CDT, 9/12/24), on hold 1 hour, and again told the same thing despite my clarifying exactly what the *** representative told me. I am concerned that instead of $1500 my account will be drained for $6000! payUSAtax is taking NO responsibility for a problem their systrem OR the Value Systems problem called. I also attempted to reach Value System in ********* but was unable secondary to yet another long wait time. The *** should remove payUSAtax from the options and this company should be investigated. Thanks, ** **********, ***
Business response
09/13/2024
Hello,

Can you provide the following information so that we may locate your PayUSATax payment?

Confirmation Number (Should be no less than 7 numbers ending in 4):
Social Security number (if no confirmation number):
Name on card used to pay:
Last 4 of the card/account used to make the payment:
Amount that was paid without Fees:
Date Payment was made:

You can also contact one of our *** certified agents at the number ************** option 1

Thank you,
VPS Client Support Team
Initial Complaint
09/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I tried to pay my taxes with my credit card through payusatax.com. It didn't go through the first time and the website told me to try again, so I tried two more times. Each time it failed, so I finally gave up and paid my taxes directly from my bank account using another avenue. However, I got three "Payusatax Convenience Fee" charges on my credit card! I called payusatax.com and waited on hold for over an hour before someone answered. They told me to call the *** to get the convenience fee's reimbursed. I called the *** and they had no idea what I was talking about and told me to call payusatax.com to get reimbursed. I am currently on the phone waiting on hold for a second time with payusatax.com and I've been on hold for over 2 hours! This is the worst service I've ever experienced of any company I've ever worked with. I want these three "Payusatax Conveneince Fee" charges refunded on my credit card!
Business response
09/12/2024
Hello,

Can you provide the following information so that we may locate your PayUSATax payment?

Confirmation Number (Should be no less than 7 numbers ending in 4):
Social Security number (if no confirmation number):
Name on card used to pay:
Last 4 of the card/account used to make the payment:
Amount that was paid without Fees:
Date Payment was made:

You can also contact one of our IRS certified agents at the number ************** option 1

Thank you,
VPS Client Support Team
Customer response
09/16/2024
Thank you for your help. Today I was refunded all three convenience fees on my credit card. I didnt have to call them either, they just did it on their side.
Customer response
09/16/2024

Better Business Bureau:
I was refunded all three convenience charges

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you!

Sincerely,

*************************
Initial Complaint
09/11/2024
Complaint Type:
Customer Service Issues
Status:
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.
The *** recommends this web site ******************************, owned by value payment systems to make payments. On 9/4/24 I made a payment to *** through this website. There is a "convenience fee" of $111.33 for using this website. I was charged 2X for this convenience fee for the same transaction, and called ************************** customer service line to have this resolved. I called multiple times, have been placed on hold for an hour before I hung up due to a large volume of calls to their customer service. Eventually I have gotten through twice, and the call was disconnected within 1 minute of getting through. I have now read reviews on line and it is apparent that this in their method of operation. the customer service phone number is ************. Thanks for your assistance.
Business response
09/12/2024
Hello,

Can you provide the following information so that we may locate your PayUSATax payment?

Confirmation Number (Should be no less than 7 numbers ending in 4):
Social Security number (if no confirmation number):
Name on card used to pay:
Last 4 of the card/account used to make the payment:
Amount that was paid without Fees:
Date Payment was made:

You can also contact one of our *** certified agents at the number ************** option 1

Thank you,
VPS Client Support Team
Initial Complaint
09/07/2024
Complaint Type:
Billing Issues
Status:
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.
I used ****************************** which is part of value systems and Catalis. Payment through website kept saying unable to process payment. I tried 4 times and on the fourth time it was successful. later that night noticed 4 processing fees of $2.15, and would call the next day. when I awoke in the middle of the night, ************************** which is an entity of value systems and part of Catalis an *** approved third party to pay taxes. They took out 3 extra payments of $284 equaling $852.00. that was not authorized. This was a start up payment plan set up with *** for $284 and processing of $2.15. After being on hold for 2 hours, advised to call *** to no avail and called back to value systems and Catalis. To add additional wait of 1.5 hours and no one picks up. I am now disputing extra 3 charges of $284 with my bank.
Business response
09/09/2024
Hello,

Can you provide the following information so that we may locate your PayUSATax payment?

Confirmation Number (Should be no less than 7 numbers ending in 4):
Social Security number (if no confirmation number):
Name on card used to pay:
Last 4 of the card / account used to make the payment:
Amount that was paid without Fees:
Date Payment was made:

You can also contact one of our *** certified agents at the number ************** option 1

Thank you,
VPS Client Support Team
Customer response
09/21/2024
I was never contacted from the company Catalis to resolve the issue. Bank still working on disputes of 3 extra of $284. Never received any contact from catalis
Initial Complaint
08/27/2024
Complaint Type:
Order Issues
Status:
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.
Paid IRS 2022 tax bill on 8/8/2024 Confirmation # ******* Amount $291.98
Business response
08/29/2024
Hi,

We've located your transaction in our system. This transaction has been sent to the *** as the ***** Trace number is the confirmation from *** letting us know they received the payment.

Please reach out to the *** at ************** for individual income tax payments and provide the ***** number for them to trace your payment. If you are told they cannot use this number to locate your payment, ask for an *** Supervisor as this is the number they have provided as confirmation that they have received your payment.

For any refund request, you will need to contact the ***

*****:
268462570006906
Thank you
VPS Client Support Team
Initial Complaint
08/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been using this service for years, with no issues. Past few months, I can not submit payment because "my addresses do not match" ( I have lived in same address 10+ years). I have spoken with several customer services ***** and they cant do anything to help me. I have no way of making payments to the state now.
Business response
08/19/2024
Hi -

Something may have changed on the *** side that does not match what your bank has on file, you will need to contact them as there is nothing we can change on our side. We have no control over the information associated with payments,

Thank you,
VPS Client Support Team
Initial Complaint
08/13/2024
Complaint Type:
Product Issues
Status:
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.
I paid VPS/payUStax the money I owed the *** in Federal Tax. I made this payment on April 3rd 2024. I paid $211 dollars in federal tax and $3.84 in "convenience fees". I paid a total of $214.84. I received a confirmation email and number from this business for my payment. This business was to pay the *** my federal tax which they failed to do. I received a letter from the *** saying I they *****'t received my federal tax and I am now being charged interest on what is owed. I have sent multiple emails to VPS/payUStax which have never been responded to. I would like them to pay the money to the ***.
Business response
08/14/2024
Hi,

We've located your transaction in our system. This transaction has been sent to the *** as the ***** Trace number is the confirmation from *** letting us know they received the payment.

Please reach out to the *** at ************** for individual income tax payments and provide the ***** number for them to trace your payment. If you are told they cannot use this number to locate your payment, ask for an *** Supervisor as this is the number they have provided as confirmation that they have received your payment.

*****:
- 268449670021925

Thank you
VPS Client Support Team
Customer response
08/15/2024

Complaint: 22135593

I am rejecting this response because: I am living away from the US and do not have the means to make a direct call to the **** I believe this issue is on your end to fix as I have sent you money to provide a service (Pay the *** my Federal Tax) which you have not fulfilled in the eyes of myself and the **** Although you have an EFTPS Number on your system the *** is telling me they never received the money transfer. Given this discrepancy, I believe you need to contact the *** citing the EFTPS Number on your system and resolve this issue since according to them they never received the money.

Sincerely,

***********************
Business response
08/19/2024
Hi -

We cannot call the *** for you, this is something only you can do. You wilol need to find a way to contact the *** and have them assist you with locating your payment in their system. You can still contact them outside of ******************

Thank you,
VPS Client Support.
Customer response
08/23/2024

Complaint: 22135593

I am rejecting this response because: your company claims to provide a service which is to pay the **** Regardless of the fact that you have an EFTPS Number in your system, the *** has not received the money from you. I payed for your service and you have failed to provide that. Therefore, the onus is on you to contact the *** and fix whatever technical or communicational error has happened on your end.
You cannot expect me to contact them for the reasons I mentioned above and because I am living outside of ther US and I cannot afford a direct call the the *** along with the fact thayt the *** does not have a customer support email address.
I should note that I have opened up a mediation request and have filed a report against your company with the Office of the Illinois Attorney General. I have also filed a report with the Federal Trade Commision.

I look forward to your reply.

Sincerely,

***********************
Business response
08/28/2024
Hi -

We understand your frustration. The ***** number is not ours, that is the *** trace number and is only used in their system. They send that as confirmation that they have recieved your payment. Nobody but you can contact the *** regarding your payment. You need to contact the *** to see where they have your payment. Again we cannot do this for you. We processed the payment and sent it to the ***. There is nothing more that we can do for you.

Thank you,
VPS Client Support Team
Initial Complaint
08/06/2024
Complaint Type:
Billing Issues
Status:
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.
PAYUSATAX (payment processor approved by the **** continues to make withdrawals from my bank account. I've called the *** repeatedly and have been told nothing in my tax record matches the amount of the withdrawal ($100). There is a valid monthly withdrawal for $125. The *** has no answer for me. I have never been able to get a representative at PAYUSATAX *************). I also see Worldpay as a company on the website. I had the payment cancelled by my bank last month and as of today there is another pending transaction for $100. My money is disappearing into a bucket I can't locate and as a 71 year old on a fixed income, I'm worried I am being taken advantage of. I want this amount discontinued and an explanation of why this amount is being charged to me.
Business response
08/02/2024
Good **************************,

Thank you for reaching out through the Better Business Bureau. We apologize for any inconvenience you have experienced. Although Worldpay can not assist you in this matter, we have emailed the Better Business Bureau Support Representative and asked that they please route your complaint to PayUSATax directly as they have an internal team that responds to BBB complaints.

We wish you the best of luck and hope you have a good weekend.
Thank you,

***************************
Client Relations Account Manager I
Operations Service Excellence - ** Complaints

Customer response
08/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
. the $100 direct debit from my checking account is a duplicate and was presented in June and July
. the $125 direct debit is an amount renegotiated with *** and is the correct amount
. PAYUSAtax is recognized as a company contracted to handle payments. On the bottom of the online page 'Worldpay' is shown.
In several telephone conversations the *** confirms $125 as a confirmed amount but not $100.
I am requesting that PAYUSAtax discontinue direct debits of $100 from my checking account.
Regards,
*********************************

Business response
08/08/2024
Hello,

Thank you for submitting your request to VPS Client Support Team. Can you provide the following information so that we may locate your PayUSATax payment?

Confirmation Number (Should be no less than 7 numbers ending in 4):
Social Security number (if no confirmation number):
Name on card used to pay:
Last 4 of the card / account used to make the payment:
Amount that was paid without Fees:
Date Payment was made:

You can also contact one of our IRS certified agents at the number ************** option 1

Thank you,
VPS Client Support Team
Initial Complaint
07/24/2024
Complaint Type:
Billing Issues
Status:
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.
I paid my sons taxes online thru the *** website with my credit card back in 4/16/23-reference code 6134.We thought everything was good until we started getting notices from the ***. I sent them 3 times thru out last yr the paperwork showing the charge and the reference code that I paid my son's taxes! Now he still owes them money plus interest. We just called up the *** and the woman was very nice and even looked up the address for us and suggested that we put in a complaint with the BBB.So here I am along with hundreds of others putting in a complaint and I want my money back!I have tried to put in a fraud complaint with my cc company **** of America and after submitting the same docs to them, closed the case. They couldn't get them on the phone either.
Business response
07/26/2024
Hello,

Can you provide the following information so that we may locate your PayUSATax payment?

Confirmation Number (Should be no less than 7 numbers ending in 4):
Social Security number (if no confirmation number):
Name on card used to pay:
Last 4 of the card / account used to make the payment:
Amount that was paid without Fees:
Date Payment was made:

You can also contact one of our IRS certified agents at the number ************** option 1

Thank you,
VPS Client Support Team
Customer response
08/23/2024
I have called the *** and the state irs and Im told to call ****** and its just a repetitive message that states that they are overwhelmed and I cant get thru.
I paid my sons taxes for the state with my charge card, last 4 digits is 8584 on April 18, 2023 and the money has not been applied to his account. I sent the credit card statement to them 3 times last year. They did not investigate it at all.
I did not reply to your emails because my phone lost its home button. It broke. I had to purchase a new phone and I had so much trouble going from an iphone into an android. My son tried to help on his time off. I wound up having to go to **** and it's still messed up. they took my sim card and put it on my sons phone instead of mine. He had no service cause of this s**** up. Im sorry but I need to finish giving you documents which are not in this borrowed laptop.
I have called so many times and recorded and screenshot the amount of time for each phone call. Its insane to try and get anyone on the phone at the Payusa!
He now owes ****** with fines which he told me that he is not going to pay. If you need any further information please call me at ************.
Business response
08/29/2024
Hi -

You need to either provide the needed informaiton here or contact ou IRS call center to speak to one of our IRS certified agents.

Confirmation Number (Should be no less than 7 numbers ending in 4):
Social Security number (if no confirmation number):
Name on card used to pay:
Last 4 of the card/account used to make the payment:
Amount that was paid without Fees:
Date Payment was made:

Thank you,
VPS Client Support Team
Customer response
09/03/2024
***** ***** ********
$522.00 charged on *************** cc on 4/16/2023 to pay my sons **** ***** Johnstons taxes.
Last four digits on cc are 8584
SS#**-80-3676
I HAVE MADE NUMEROUS ATTEMPTS TO GET A REFUND BACK. NO ONE PICKS UP THE PHONE. ITS ALWAYS, WE R OVERWHELMED WITH CSLLS, CALL BACK LATER.
MY SON IS GOING TO SET UP A PAYMENT SCHEDULE WITH THE *** ON HIS OWN.
Customer response
09/09/2024
My sons SS# is 061. I left the 0 out of the last msg. So sorry. Typing on tiny phone.
Business response
09/12/2024
Hi,

We've located your transaction in our system. This transaction has been sent to the *** right after the payment was made as the ***** Trace number is the confirmation from *** letting us know they received the payment.

Please reach out to the *** at ************** for individual income tax payments and provide the ***** number for them to trace your payment. If you are told they cannot use this number to locate your payment, ask for an *** Supervisor as this is the number they have provided as confirmation that they have received your payment.

*****:
268350970079261

Thank you
VPS Client Support Team
Initial Complaint
07/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I made a payment through Payusatax.com February 9th and it has not been processed and credited towards my taxes. Ive been on hold for 3 hours and nobody will answer. Ive sent several emails and havent been contacted.
Business response
07/19/2024
Hi,

We've located your transaction in our system. This transaction has been sent to the *** as the ***** Trace number is the confirmation from *** letting us know they received the payment.

Please reach out to the *** at ************** for individual income tax payments and provide the ***** number for them to trace your payment. If you are told they cannot use this number to locate your payment, ask for an *** Supervisor as this is the number they have provided as confirmation that they have received your payment.

*****:
-- 268453470002832
Thank you
VPS Client Support Team

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