ComplaintsforVpay Inc

• Initial Complaint

  01/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On an inmate account there was an unauthorized charge of ***** on 1-24-24 at 1:56 on inmate ******* ************************* account I called customer service who informed there was no one to speak with pertaining the inmate accounts (which I didnt know was possible) they also referred me to direct him back to the prison for a refund which they instructed they have nothing to do with it. There are multiple other inmates this happen to so imagine how much money this company is consuming and not allowing people to even dispute or have a way to do so after speaking to a supervisor Venice agent ********* who informed their was no contact for inmates after that contact my account was blocked from making deposits

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company purpose is to be a 3rd party payer to reconcile open healthcare balances for multiple insurances and members. We continue to have open balances with an aging report of 24 months due to their team's incompletion and failure to provide a sufficient process to obtain payments in a timely fashion. Due to this issue we are forced to keep an remarkable number of open balances that does not allow to resolve patients account and does not allow the patient to be able to utilize their insurance benefits. We have attempted to contact the leadership of the corporate office but continue to receive only VMs and rings of the phone. We are in need of Jarvis S****** and Ben P***** to manage their teams and ask for assistance into this matter.

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/15) */ We appreciate your feedback and apologize for any inconvenience you experienced. We wanted to respond to your concerns directly regarding your experience with us as we are constantly looking to better accommodate our users' needs. Per our records, online ACH direct deposit enrollment emails were sent on 8/11/2021, 8/12/2021, 9/9/2021, and 1/26/2022 to **************************** for your Urgent Care for Kid's Tax ID, but they were not completed. Reviewing email correspondence on 10/15/2021 this may be because your organization understood that enrolling in Smart Data Solutions would automatically complete your **** ACH setup. If this was due to an incomplete or unclear explanation of the separate Smart Data and **** ACH enrollment processes when you contacted us in August or September 2021, we apologize. Since the online ACH enrollments were not completed, our Support Center offered to send a paper ACH enrollment form and on 10/20/2021, the paper enrollment form was sent to your organization. The paper form was returned on 11/30/2021. **** has fraud prevention measures in place to protect both Providers, ****, and Payers from bad actors who will attempt to have payments routed to their bank account instead of the intended recipient. Based on the review of the documents we received, additional information and/or updated documents were required and requested of Urgent Care for Kids. Additional documentation was received on two different dates in December 2021. Upon further review, our organization should have done a better job of recognizing the documents were all related to the original application. Upon receipt of the BBB complaint, the various documents we received were reviewed again. A contact was made to Urgent Care for Kids on 2/9/2022 to clarify the necessary information and your Tax ID is now setup on **** ACH as of 2/10/2022 for the applicable Payers. We hope you appreciate the fraud prevention measures which help protect both of our organizations. In this instance, it did take longer than we expect to complete the ACH setup and again we apologize for any inconvenience. Should you have additional Payers your organization would like to enroll we encourage you to contact us so we may send an online ACH enrollment email. It is a faster process compared to paper applications. As part of our ongoing efforts to improve and innovate, we look to professionals like yourself to help guide our initiatives. We welcome your comments and suggestions for further improvements. Our Support Center is open Monday - Friday from 7am to 7pm central time. Please do not hesitate to contact the **** Support Center at ************ or [email protected] if you require further assistance. Consumer Response /* (2000, 7, 2022/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩