ComplaintsforTyler Technologies Inc

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $1438 for a filing fee that should have been only $360.12. They charged me $1028 more than they should have.It took me 4 months to file divorce papers using this service. Any time I asked for support online, they just pasted help web addresses instead of helping me with my specific issue.They are Unavailable for anyone to communicate with if they have a problem.

  Business response

  02/24/2023

  Contact Name and Title: ***********************, Group GC
  Contact Phone: ************
  Contact Email: ******************************************************
  Tyler disputes all claims alleged by Consumer in BBB Case No. ******** and provides the following summary response to such claims. Consumer used Tyler's eFileTX site to attempt to file a divorce case in the following three court locations: Harrison County on 1/15/23; Lubbock County on 1/24/23; and Hartley County on 1/25/23. All three filings were rejected by the clerks of each court based on "wrong court/location," a determination made solely by the clerk/court. Consumer then filed his case in Harris County, and it was accepted by the court on 1/25/23.
  
  Consumer alleged Tyler charged him for the three filings that were rejected - that is simply not true. Each time a filer submits an envelope with fees, the system places a pre-authorization (pending) charge for the total on the filer's credit/debit card to ensure the funds are available for the court to capture if/when a court accepts the envelope. Since Consumer submitted four separate envelopes, the system placed four pre-authorizations on his card. However, only one of the four (the filing accepted by Harris County) was captured by the court. The remaining three pre-authorizations were not captured by the courts that rejected Consumer's filings. Instead, the pending charges were released in accordance with Consumer's credit card company's procedures regarding pre-authorized fees. Most banks and credit card companies release pre-authorizations within **** business days. Consumer can confirm the foregoing by logging into his filing history on Tyler's site, which displays the details for each envelope, including the current envelope status and related fees (specifically showing the fees being authorized or completed, when captured by the court).
  
  Consumer contacted Tyler's Filer Support regarding the charges shown on his credit card beginning on 1/24/23. He spoke with one of our representatives regarding the steps needed to resubmit and asked why he needed to file in a particular court location - we explained that court location is not something we are able to assist with, as that is a matter governed by the courts. Consumer then sent Tyler an email alleging that we charged him for each attempt. Our support representative explained that the fees associated with the accepted envelope were the only fees that would be captured, and the other fees would be released. We also provided Consumer with our help center article explaining this process along with a screenshot of Consumer's receipt, which is available to all filers in their Filing History on Tyler's site.
  
  Upon request, Tyler will be happy to provide BBB with copies of the email correspondence between Tyler and Consumer confirming the foregoing. We have not included such correspondence with this response in order to follow BBB's instructions to not include any information that identifies this Consumer.
  

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