ComplaintsforProPay, Inc.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am no longer using my account for the past 2 years I still had money sitting in my account I was not aware they are directing a "renewal fee" every month from my account. I actually did request them to close my account via phone call and email. I thought the matter was resolved. Since then I didn't have access to my email but now when I regained access I see they are still deducting money from my account every month! When the account wasn't used for 2 years and they clearly know that I wanted the account closed. So far they have stolen from me more than $120 and they don't want to refund my money.

  

  Business response

  04/12/2022

  Better Business Bureau Inc.
  Case Number:
  Consumer Name: *******************************
  Merchant ID number: ********
  
  Dear BBB Customer Relations Advocate,
  
  I spoke with ******************************* on the phone today 04/07/2022. 
  
   ***** contacted us on 5/27/2021 through email requesting to suspend his account. We replied to him letting him know that he will need to transfer his funds and close the account, we do not suspend accounts.  The next time he contacted us was on 3/10/2022 through email requesting a refund for the maintenance fees. We replied to him letting him know that the funds were never transferred out of his account like he was directed to do and the fees were taken out of his account per our terms and condition.  If you have not cancelled your ProPay Account and if the annual Account Fee is not paid by midnight on the anniversary date, the annual Account Fee will be assessed on a monthly basis (the annual Account Fee payable monthly shall be calculated by multiplying the previous annual fee by four and then dividing by 12) until you take action to renew, upgrade, or cancel your ProPay Account. If you select a month-to-month Term and cancel your ProPay Account, you will not be refunded any monthly Account Fee already paid.
  
  ProPay emails the email address on file each month before a fee is taken notifying our customers of the fee and how to avoid them.It is also outlined in our terms and conditions that he agreed to.
  
  
  I called ***** today and spoke to him about his complaint. ***** said he understand that it's in our policy to charge the fees when funds are left in an account and it expired. He also agreed that when signup he did agree to the terms and conditions.  I offered to refund the last 4 maintenance fees to him as a curtesy, and he declined my offer and told me not to issue the refund.  He said he will accept nothing less than us refunding 16 of the fees we have refunded him. I explained to him I was offering to refund some of the fees as a curtesy to him but we did notify him each month that the see would be taken out of his account. I offered to help him log in and transfer funds to avoid any more fees to be taken out to keep his account open. He is refusing to transfer his current balance and is aware that if he fails to renew his account or transfer out funds by 5/4/22 another fee will be taken out. He is also aware he will continue to receive a fee every 30 days until there is a zero balance in his account. He is unwilling to transfer his funds.
  
  I also have emailed him log in steps, so he can log in and transfer his funds should he change his mind. I included that link to our terms and conditions for him as well. He had already informed me he was completely aware of them and all he agreed to when signing up.
  
  
  As a curtesy to him I have refunded the 4 fees I agreed to refund. He has a balance of $127.39 as off 4/7/2022. His account will not expire until 5/4/2022. He has until then to transfer and avoid another fee that we will not refund because he is refusing to transfer his funds.
  
  Below is the link to our service agreement.
  
  propay.com/en-**/Legal/Payment-Services-Agreement

  Customer response

  04/18/2022

   
  Complaint: 16899513
  
  I am rejecting this response because:
  
  I did contact them on the specified date and asked them to suspend my account I also spoke to them on the phone which they officially recorded but for some reason they have no records of it... the bottom line is that my account wasn't used for more than 2 years and they clearly knew that I wanted my account closed. I didn't not have access to my email the entire time as this is my business email and this business is closed for more then 2 years. Finally when I regained access to my email I was horrified to learn that they literally stole my money every month. There's no justification for this charging maintenance fees when they knew the costumer doesn't need the account. They clearly had no intention to resolve this as I was never notified by mail or phone. With any other company if they are trying to communicate with a costumer for 2 years and there's no response they will communicate with the costumer via phone or mail. Let's don't forget they have all my information including my bank info birthday social home phone cell phone and business phone there wasn't a single communication for the entire time. Know when I regained access to my email and saw what's going on I called them and explained them what happened and asked them for a refund but they refused, saying they were not able to do that even if they wanted to. After arguing for some time it suddenly changed, and she told me that she could refund me 4 months of so called maintenance fees. When I confronted her that she claimed the entire time that she cant refund me and suddenly she could then why not refund me the entire amount. She told me: honestly, I could do it but I am not going to do it! This is a money hungry companythat is stealing my hard earned money and this should not be tolerated. On a side note its interesting to note that this company has a lot of negative reviews online..I NEED MY STOLEN MONEY BACK!!Sincerely,
  
  *******************************

  

  Business response

  04/20/2022

  04/19/2022

  
  Better Business Bureau Inc.
  Case Number:
  Consumer Name: *******************************
  Merchant ID number: ********

  
  Dear BBB Customer Relations Advocate,

  
  ***** contacted us on 05/27/2021 through email.  His email said I want to suspend my account.  We replied on 05/27/2021, letting him know that he needed to transfer his funds and close his account.   He never emailed back to our response, he did leave a dissatisfied rating on our email on 05/31/2021.  This indicates that he did receive our email reply.  

  
  The next time he contacted us was on 3/10/2022 through email requesting a refund for the maintenance fees. We replied to him letting him know that the funds were never transferred out of his account like he was directed to do, and the fees were taken out of his account per our terms and conditions.  If you have not canceled your ProPay Account and if the annual Account Fee is not paid by midnight on the anniversary date, the annual Account Fee will be assessed on a monthly basis (the annual Account Fee payable monthly shall be calculated by multiplying the previous annual fee by four and then dividing by 12) until you take action to renew, upgrade, or cancel your ProPay Account. If you select a month-to-month Term and cancel your ProPay Account, you will not be refunded any monthly Account Fee already paid.  ProPay emails the email address on file each month before a fee is taken notifying our customers of the fee and how to avoid them. It is also outlined in our terms and conditions that he agreed to.
  I called ***** on 04/07/2022 and spoke to him about his complaint. ***** said he understands that it's in our policy to charge the fees when funds are left in an account and it expires.  He also agreed that when he signed up he did agree to the terms and conditions. I refunded 4 of the maintenance fees as a onetime courtesy. At that time, I offered to help him log in and transfer funds to avoid any more fees from being taken out to keep his account open. He refused to transfer his current balance and is aware that if he fails to renew his account or transfer out funds by 5/4/22 another fee will be taken out. He is also aware he will continue to receive a fee every 30 days until there is a zero balance in his account. He was unwilling to transfer funds or use his funds to renew his account.  After the call with him I emailed log in steps, so he could log in and transfer his funds should he change his mind. I included the link to our terms and conditions for him as well. He had already informed me he was completely aware of them and all he agreed to when signing up. 

  
  I called him again 04/18/2022 and notified him his balance is $127.39 and his account will expire on 05/04/2022.  I told him that no further refund will be issued, and we are complying with our Terms and Conditions that he agreed to when signing up.  I offered to help him transfer his available balance to his bank account and close the account. He declined any assistance and said he will not take any action on his account at the advice of his lawyer.  I confirmed that he understands that he will be charged a maintenance fee every month until he has no funds in his account or he has renewed.  He agreed and ended the call.  This is our final resolution to this complaint. 
  Below is the link to our service agreement.
  
  propay.com/en-**/Legal/Payment-Services-Agreement
  
  Tell us why here...

• Initial Complaint

  01/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use the ProPay service to process credit cards through my **** *** website. I pay a yearly fee as well as a fee for every single transation processed. I have been having numerous problems and have contacted the company via phone and email multiple times and the problems just continue. The current trouble is preventing me from properly accessing my account. Since reaching out to them, the problem has only gotten worse. They tell me it is a "security feature that cannot be removed" however it is preventing me from being able to access my account properly. The following problems have been occurring and getting worse since reaching out to them again recently and they have done "troubleshooting.'1. A "one time code" is required through email every time I log in from my laptop. I use the code, check the box to remember my computer and sometimes it works sometimes it expires within seconds. I am told this is because I "left the propay screen". The code is sent via email so I have to leave propay to get the code.2. As of yesterday, instead of a code I am prompted to answer two challenge questions and social security number to then be asked to make a new password. I had to do this 3 times within an hour just to access my account and process one customer payment/order.3. Upon entering my email and password I sometimes receive an error message stating my identity cannot be verified due to incorrect challenge question answers - even though I haven't answered any questions at that time.4. My customers also receive error messages quite frequently when trying to process their payments or their card declines. ProPay usually blames it on the "zipcode not matching" however when I try to process for the customer with the exact same information and zip code, it goes through just fine.At any given time, I experience one or all of the above in a single transaction or attempt to access my account.

  

  Business response

  01/31/2022

  ******** has called in a few times as she struggles with the Multifactor Authentication ( *** ) process. When you are inputting the code you need to have two tabs on your web browser open at the same time. If you close out of the ProPay website, the process will have to start all over making the first code invalid. This causes her code to become invalid. Our system can only remember 1 device at a time and how changing ** addresses affect that. For example if you change your cell phone from data to internet it changes the ** address. If you log on a different internet it will change the ip address. That it will only remember her device for 45 days.  Security questions are a part of the login process. They have to be written the exact way they were originally created. If you change the way you write the system will not accept it. Many confusions come from abbreviations vs writing it out.  
  
  
  The only decline we see In ******* was for insufficient funds. Declined codes are sent to us from the bank to whom issued the card. This is not something we control. We are not the one to decline the card the issuing bank is. 
  
  
  We have offered further help with further troubleshooting but ******** declined. She has escalated with a supervisor but she got frustrated with the *** process. This is a security protocol that we can not remove from any account.  It is put in place to ensure the security of the accounts of all our merchants.

  Customer response

  02/02/2022

   
  Complaint: 16690596
  
  I am rejecting this response because:

  The instructions ProPay has mentioned to save my computer upon login HAS been done numerous times, every single time I am logging in. Even over the phone with them. It does not work. The trouble shooting they "offered" has already been done numerous times which is why Yes I have declined to do so again. The representative at the time was not listening to me and just had me repeatedly do the same thing over and over which was not working and I have a business to run, I did not have time to troubleshoot with someone who was not listening to me nor really helping me. 
  
  I am frustrated with the *** process because it DOES NOT WORK. They refuse to listen to me or adjust the process. If it actually worked and made my account secure that would be one thing. Propay ignores the fact that the only time I am asked for a code is on my laptop while at home on the same SECURE PASSWORD PROTEECTED WIFI.  While I am on my phone, or using my laptop on a PUBLIC UNSECURE WIFI not password protected - I am not asked for a code. This is a problem

  While on the phone with a representative after seeing this response - I only needed a code one time and then it seemed to have saved my laptop as I was able to log out and back in without a code. Now today, its back to needing a code for my laptop. But not my phone. On the same wifi.

   

  In regards to the transaction issues mentioned, ******* cannot be the only month looked at, as this has been a problem for yeas and constantly ignored when I call in. Just last night a customer was trying to pay an invoice. She received an "internal error" and was unable to do so. This will not show yup as a "decline" because she wasn't able to make it to the process page. This happens OFTEN and ProPay can't give me a reason or a way to prevent it from happening again. This is frustrating for myself and my custiomers as it delays their orders from being submitted timely. This has been going on for years, I have ismply just had enough and finally decided to file a complaint about it.  The amount of money I paty for the ProPay service none of these problems should be occurring on a regular basis.

   

   

  Sincerely,

  
  
  ***************************

  

  Business response

  02/10/2022

  I see you called in on 1/31/2021 spoke with Renzee, she was able to help you log in multiple times and it did not ask you for a code.  I do not see that you have called back since. I will have a supervisor *************** you later today to ensure you are still able to log in. Kind in mind that remembering the device is only good for 45 days or until you have another device remembered. It will also change if you take to a different internet and have that internet remember your device. 
  
  
  I looked over your decline report for 6 months and I only saw the one in January and one in September of 2021. Both were declined by the bank for valid reasons.  Decline codes are received by the issuing bank and not something ProPay has control over.  If you have someone's card getting a decline they need to work with their bank to correct the issues as they send the decline code to us. It is something out of our control.

  We can answer any other questions you have when ***** calls you back today.

  Thank you

  Customer response

  02/10/2022

   
  Complaint: 16690596
  
  I am rejecting this response because:

  Decline codes were not part of my recent complaint - ERROR CODES that my customers receive when trying to pay invoices is the problem, not their card being declined. Their card cant even be declined because they continue to receive error codes, preventing them from submitting their payment. They must try multiple times or I must resend the Invoice or have them call me with their card information to enter it for them. 
  I am back to needing a code everytime I login, but I have not called back about logging in since 1/31/2022 because no one  fully listens and I was also told thats just how the system is and there is nothing that can be done. I find that unacceptable beings that Propay has received close to $300 in processing fees from my account in the last year alone, so I will not accept that response but realize thats the only response I will continue to get. **** *** has been made aware, as they are the company who chose propay to be attached to my business website otherwise I would not be renewing my account with Propay and going elsewhere. I will however encourage my customers to use other forms of payment if possible from here on out to avoid this constant hassle. 
  
  Sincerely,
  
  ***************************

  

  Business response

  02/22/2022

  ***** called and had a good conversation with you. He explained that remembering your device depended on cookies downloaded when visiting our site and her ** address. If the cookies are blocked or deleted or if the ** address changes, our system cannot remember the device. Since you were able to log in and out multiple times troubleshooting on the phone with us without being asked for a code, you may have a dynamic ** address at home.
  
  
  Your other concern was not so much about declines, but rather that your customers were getting internal server errors when trying to pay an email invoice. ***** explained that and how they can resolve it. Basically to copy the link and paste it into a web browser.  This issue happens from your customers' internet or data being low. You think that it should still be something we could look into and potentially resolve, since other companies do not have the same issue, or at least not with the same frequency. We Have supplying her feedback to our development team. If you have any other questions or concerns we would be happy to talk with you more. You can certainly reach back out to us and talk with ***** to try other options.

  We look forward to getting this resolved and working to improve your experience as much as we can.

*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. ↩