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:12/23/2024

  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.

  In November 2024 I left my former partnership and started a new law firm. The online instructions for ****** make it seem like transferring data from one firm to the other is simple. It is well over a month into this process and we still do not have the data transferred and repopulated to our new account. The data people are nonresponsive and there is no way to escalate an issue when there is a problem. This company has no appreciation for the sensitive nature of the data that they are working with and that is alarming to me. Be very careful before trusting them.

  

  Business Response

  Date: 02/12/2025

  Upon completing our review, we have determined that AffiniPay completed the data migration referenced in Mr. ****** complaint on December 20, 2024. Specifically, we completed the data migration process in two phases as detailed below:

  *** style="color: rgb(34, 34, 34);">Phase 1: data received on 11/18/24 -> data imported on 11/25/24 *** style="color: rgb(34, 34, 34);">Phase 2: data received on 12/17/24 -> data imported 12/20/24

  We note, however, that during the final data migration in December 2024, there were items that failed during the import process. Our customer support team promptly notified Mr. ***** of this issue; however, based on our records, Mr. ***** never responded. Further, our customer support team confirmed that ******************** did not receive any other complaints or inquiries from Mr. ***** or his firm concerning issues with the data migration process or any other matter. As such, we consider the data migration to be complete. 

  We take extreme caution when dealing with our customers data and understand this information is extremely important to our customers businesses. Please let us know if you have any follow-up questions.

  Best,

• Initial Complaint

  Date:10/04/2024

  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.

  In April 2024, I noticed a charge on my account with the name Affinity. It's *****. I reached out to Affinity and they checked their account and confirmed that I have been charged that amount for a period of three years and yet I did not receive the services I had been charged for. The representative apologized and offered a refund. Later, I received an email with confirmation that a refund was issued. It was only for six months! I responded via email and requested that they review the amount and give me a full refund. No one responded to me. I feel aggrieved and would like your help in requesting LawPay to refund me the whole amount. I have never entered any contract with Lawpay or used their services.

  

  Business Response

  Date: 11/07/2024

  Good morning,

   

  LawPay offers payment processing for attorneys and their firms.  ********************** of ****** ****** PLLC) applied for a LawPay account in December of 2019, signing the application agreement that discusses the monthly fee, along with terms and conditions.  She then confirmed the account by logging in to her LawPay portal.  The most recent log in was in January 2020.  She had access to her account and all of our payment services from that time till she called to close the account on April 18, 2024.  We did extend a good faith refund for six months of the service fee, which is the maximum amount our Support team is authorized to grant in situations like this.  Please let us know if you have any questions.

   

  Thank you,

  Customer Answer

  Date: 11/15/2024

  Complaint: 22378477
  
  I am rejecting this response because:

  I don't recall signing an agreement, I am requesting a copy of the agreement from the company.

  Please clarify where:
  I signed a contract or agreed to terms and conditions that outlined the subscription.
  I was clearly informed about the nature of the subscription, cancellation procedures, and what happens if I dont use the service. 

  If they confirm they confirm the fact that I did not use the service, wouldn't it amount to unjust enrichment to just keep my money? 4 years worth for a two time log in? Arent there laws about subscriptions and annual renewals? 4 years and you have never even reached out to your client to find out how they are finding the services that you provide? Talk on the phone? Find out why they are not processing payments through your system yet you are collecting a monthly fee?

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

• Initial Complaint

  Date:04/10/2024

  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.

  Lawpay is an extremely incompetent company. Our account has been canceled with them for more than three weeks but they are still sending automated payment reminders to our clients. We called them to disable them, but they keep sending them. It appears to be harrassment because their platform is not very good and virtually unusable. It is NOT a good or trustworthy company. They do not want any forms of payment unless you pay them directly so that they make money. It is a horrible company, STAY AWAY, YOUR LICENSE IS NOT WORTH IT WITH THEM. Thankfully, our clients see how incompetent they are and are ignoring their payment reminders, which for some reason were not disabled when our account was closed. We cannot even log into our account to just mark the invoices as paid and resolve the situation because its closed!

  

  Business Response

  Date: 04/10/2024

  We sincerely apologize for the frustration and the inconvenience this has caused you and your clients. We recently made some updates to the LawPay Pro software which created the bug youve experienced. We have now remedied this issue. No further payment reminders will be sent to your clients. 

• Initial Complaint

  Date:11/14/2023

  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.

  The lawyer sent bills, and I paid all but one, waiting for him to take action. The company/site allowed him to manually charge my card on file for that unpaid bill. He has refused to refund, and the company claims helplessness. Their flawed system, in my view, enabled theft, and this must be reimbursed. Resolution needed. Transaction ID: ********.

  

  Business Response

  Date: 12/05/2023

  AffiniPay only provides a platform for an individual to pay the professional they are working with and ALL transactions can be disputed by the bank that provided you the card.  We suggest that you reach out to your card provider and request to dispute the transaction.

  Customer Answer

  Date: 12/06/2023

  Complaint: 20870374
  
  I am rejecting this response because:

  I refuse to accept the excuse that I should have contacted my bank to decline the charge. The central issue remains: their system facilitated this theft by enabling the recipient to forcibly charge my card. Their system is responsible for allowing such actions, and they should be compelled to reverse an unauthorized transaction.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 12/07/2023

  We understand your frustration here.  This issue is between you and the lawyer you hired to do work for you unfortunately.  The software just provides a vehicle for the two parties to conduct commerce.  If you are unsatisfied with the services you received, call the number on the back of your credit card to dispute the payment.  We are very sorry for your inconvenience.

  Customer Answer

  Date: 12/08/2023

  Complaint: 20870374
  
  I am rejecting this response because:

  The core issue is being evaded. The website/company permitted a fraudulent charge, which I consider theft, to occur. Even after being made aware of it, they have feigned powerlessness and shifted the responsibility onto me, the victim.
  Legally, it is the company's responsibility to ensure that charges are properly authorized. The fact that their system permits this to be circumvented, leading to fraudulent charges, is deeply concerning. In the words of my lawyer, "We attempted to reconcile that by recharging the card." He should not have the capability to forcibly charge my card.

  I firmly believe that the company is obligated to rectify this theft, and legally, the responsibility rests with them.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising 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.

  Our office was looking for options for billing software, so I took a survey while investigating this particular software. This business has contacted me 7 times to thank me for taking the survey. After the 3rd call I politely asked them to stop calling and to remove me from their contact list. They still have not done so. I want them to cease their communications with our office immediately.

  

  Business Response

  Date: 07/20/2023

  I apologize for your experience here.  I promise you we take "do not contact" requests very seriously.  Please feel free to reach out to our support team at ************** if you experience this issue moving forward.  

  Customer Answer

  Date: 07/20/2023

  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.  After receiving the 9th phone call, I was able to obtain more information and found that Biz Tech Insight was the company used to conduct the survey.  I will be filing a separate complaint against them as I believe they should be held responsible for this situation as well.

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

• Initial Complaint

  Date:05/22/2023

  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.

  On 5/10/2023, AffiniPay initiated an unauthorized ACH transaction through ***** Fargo to withdraw $1000 from our business account at NFCU. This is a fraudulent transaction since we never authorized any withdrawal by AffiniPay. AffiniPay withdrew the money on behalf of H&L ********** Services, which we have never done business with in the past. We called AffiniPay to request proof of authorization, but they will not return our calls. Our bank has also called AffiniPay and the response was that they have the alleged authorization without providing proof that such authorization exists. Such authorization does not exist since we have never given it to AffiniPay or H&L ********** Services. We are seeking a refund of the $1000.

  

  Business Response

  Date: 06/08/2023

  Dear Amr,
  
  We are very sorry for the inconvenience you have experienced.  H&L ********** Services was a fraudulent business that opened up a merchant account on our platform and ran several stolen bank accounts through as payments.  As soon as we recognized this activity we shut down the merchant account and attempted to issue refunds for any payments made.  In the case of the $1,000 payment from your Navy ******************** account, we attempted to refund it two different times and each attempt was blocked by Navy ********************.  This was likely due to the original transaction being flagged on their end.   We are anxious to get this wrapped up as well so please contact our *************** at ************** or have Navy ******************** send an "RDFI Authorization Request" to ***** Fargo for the payment and we will happily ***** a return of the $1,000.

• Initial Complaint

  Date:05/04/2023

  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.

  First time since being with LawPay I received a "Statement" allegedly from AffiniPay showing the amount of $46.51 to be automatically deducted from my operating account. In addition, LawPay automatically deducted $20 from my operating account for the program fee this month. Since being with LawPay the monthly charge to use their services has been deducted from my operating account. Not until this "Statement" dated May 2, 2023 have I had funds deducted twice from my operating account.

  

  Business Response

  Date: 06/09/2023

  Hi *******,

   

  We apologize for the confusion. Your account was migrated to our new billing system on April 8. With this new billing system the bank descriptor is AffiniPay, parent company of LawPay. The $46.51 debit covered April processing fees as well as the $20.00 monthly fee. There was a billing issue causing the $20 monthly fee to be charged on both the old billing system and new billing system. A refund has been issued to correct the double billing.

• Initial Complaint

  Date:10/07/2022

  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.

  I have been repeatedly overcharged and excessive fees have been extracted my business checking account. Affinipay, though its Lawpay service appears to be engaging in unscrupulous business practices. The charges appear randomly and the explanation provided by their staff is inadquate.I would like a refund from all penalties and late fees and a full accounting of all of the funds extracted from account in the last year.Here is the latest example of a charge randomly extracted from my account, taken only days from a prior $100.00 charge taken from $150.00 payment made to me through their service. They are extracting more than the actual fees at this point, rendering the service pointless.I have disputed the last several charges with them and have cancelled the service. I further believe their fee collection methods are designed to extract maximum fees rather than provide the customer with credit card processing. I do not receive banking services from them, just credit card processing. The fees collected are excessive.Oct 7, 2022MERCH SVC-BKCRD ADJ- $61.97