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:03/14/2025

  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 above company I had used for a 1x payment of a toll that they did not pay, I canceled immediately in June and the agency switched the communication from doxo to doxoplus and proceeded to charge my bank $5.99 a month for 10 months. The representative ****** attempted to justify this action by saying it a slow pay off of a toll payment. In checking the toll payment, it was never paid by the company and I was fined. With that being said I requested all 10 months of my money back and they only refunded me $23.00

  

  Business Response

  Date: 03/18/2025

  Hello ****,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to efficiently manage all their bills in one user-friendly location. Throughout the payment and account setup process, we clearly emphasize our third-party status by including the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  

  Regarding your case, our records show that on June 13, 2024, a payment was scheduled to Drive EZ Maryland - Notice of Toll Due via doxo. The expected delivery date for this payment was June 24, 2024. This payment was sent by check and cashed on June 26, 2024. Attached is the proof of payment. A confirmation email, including payment details and the option to cancel if needed, was sent at the time of scheduling.
  

  Regarding your doxoPLUS subscription, this was enabled at the time of your payment request on June 13, 2024. doxoPLUS helps organize all your bills in one place, providing benefits that can help address common financial issues such as late fees, overdraft fees, credit costs, and identity theft. You can cancel your subscription at any time by logging into your doxo account.
  

  According to the information you provided to the BBB, our records show that you contacted doxo Customer Support on March 13, 2025. Our customer support agent assisted you with canceling your subscription, resulting in a four-month refund per our policy.
  For further assistance, you can reach doxo's Customer Support team through our online chat at ******************************************* or by calling **************. Our team will be happy to assist you.
  

  Thank you,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:02/13/2025

  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.

  When paying a toll bill with the Wdot it linked me with doxo, I made the payment and the fee they charged which was higher than the toll bill. And a month later I received a late payment bill again from ****. After contacting doxo they said they sent my payment to the wrong payment number and couldn't help me and ***** said I still owed the toll bill plus a late fee so I paid it again with wsdot on phone. The second bill I received had a warning about doxo! Now I wonder about the information I entered with this company

  

  Business Response

  Date: 02/20/2025

  Hello *****,
  
  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to manage all their bills in one user-friendly location. Throughout the payment and account setup process, doxo clearly emphasizes its third-party status with the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  
  According to your selection in our bill pay application, doxo sent a check payment to ***** Good To Go! on December 9, 2024. A confirmation email with a payment summary was sent, including an option to cancel if needed. Please note that doxo processes payments based on the information provided by the customer.
  
  Our records show that you contacted doxo Customer Support on December 30, 2024. We are escalating your case for further prioritization and will provide updates as they become available. For additional assistance, you can reach our Customer Support team via online chat at ****************************************** or by phone at **************.
  

  Thank you,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:02/12/2025

  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.

  Doxo impersonating my water place website now I have to wait 2 days to get water

  

  Business Response

  Date: 02/13/2025

  Hello *******,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to manage all their bills in one user-friendly location. Throughout the payment and account setup process, doxo clearly emphasizes its third-party status with the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  
  According to our records, you requested a payment to Consolidated Rural Water District #4 through doxo on February 12, 2025. This payment was subsequently canceled and refunded to you on the same day. Attached is the refund receipt for your reference. Please allow 3-5 business days for the funds to reflect in your account.
  
  Additionally, we do not see any prior contact from you regarding this matter through our Customer Support team. The ********************** is not the appropriate forum to resolve individual payment issues. For further assistance, we encourage you to reach out to doxo's Customer Support team via our online chat at ******************************************* or by calling **************.
  
  Best regards,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:02/09/2025

  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.

  DOXO has sent a false statement to my provider stating that I made a NSF payment of $73.84. In June or July 2024 I went on their website to make a payment to ************** For Sports Medicine but never authorized the payment due to the imposed fees. I instead made the payment to what i thought was *********************** directly but it was the wrong entity (see receipt). Doxo sent a ficticious statement to this company and I was imposed a $50 NSF fee. I contacted my bank and there are no records that said payment was ever remitted to my bank account. I am still receiving invoices for the returned check fee. DOXO needs to clear this up immediately. I am able to obtain and submit bank statements if necessary.

  

  Business Response

  Date: 02/11/2025

  Hello ****,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to manage all their bills in one user-friendly location. Throughout the payment and account setup process, doxo clearly emphasizes its third-party status with the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  

  Please note that doxo does not report *** fees or any other payment-related information to your ******. Upon reviewing your account and the documentation you provided, we noticed a statement indicating an "*** Reversal of Payment due to returned check" on November 16, 2024, and a "NONSU *** charge - Units 1.00 for $50.00" on January 30, 2025.
  

  The check doxo was requested to be sent to Chicago Center for Sports Medicine & Orthopedic Surgery on June 11, 2024, cleared our bank on July 10, 2024. Attached is a copy of the cashed check. Since the check was successfully cashed by ********************************** & Orthopedic Surgery, the *** fee charges are unrelated to doxo.
  

  We recommend reaching out to ********************************** & Orthopedic Surgery directly and providing them with a copy of the cashed check for further clarification.
  

  Additionally, based on the information you provided to the BBB, our records show that you have not yet contacted our Customer Support team. The ******************** is not the appropriate platform for resolving this matter. For assistance, doxos Customer Support team is available via our online chat at ******************************************* or by calling **************. They will be happy to assist you with this issue.
  

  Thank you,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service 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 paid my bill on line with the business third party payment system who processed my payment incorrectly and sent my payment to ***** when I reside in ********, and I provided my address when I submitted my payment, I also have a voicemail recording from their 3rd party payment company to call them back to get it straighten it out, which I did and now they are telling me it needs to be reviewed by someone higher up. This has been an inconvenience because my trash has not been picked up due to their mistake

  

  Business Response

  Date: 02/20/2025

  Hello *******,
  
  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill payment service, doxo enables consumers to manage all their bills in one user-friendly location. Throughout the payment and account setup process, doxo clearly emphasizes its third-party status with the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  

  According to your selection in our bill pay application, doxo sent an electronic payment to Waste Connections on February 3, 2025. A confirmation email with a payment summary was sent, which included the option to cancel if needed. Please note that doxo processes payments based on the information provided by the customer.
  

  Our records show that you contacted doxo Customer Support on February 3, 2025. Our agent is actively working with ***************** to resolve the issue. For further assistance, you can reach doxo Customer Support via online chat at ****************************************** or by phone at **************.
  We're happy to help with any additional questions.
  
  Thank you,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:01/31/2025

  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.

  This is a complaint about Doxo falsely posing as an official payment portal and mismanaging the supposed "payment," resulting in the money being lost while the bill remains ***********'s my story: I had an outstanding hospital bill, which I convinced the hospital to recode and resubmit to my insurance company. (Of course, my insurance did not cover a cent more of the supposedly recoded bill, but that's another story.) While this billing dispute was ongoing, my mother (we live at the same address) received what she believed to be an official bill from the hospital with a request to pay through Doxo, and she kindly but misguidedly decided to pay the bill for me. To make a long story short, the hospital never received the money, as I discovered when today when they resent the original bill. After many frustrating hours on the phone, it emerged that Doxo sent the check to a PO box associated not with the hospital but with the much larger healthcare company that owns it. The check had errors in the memo line and did not give my correct address; although the healthcare company apparently cashed it, the payment was not applied to my hospital bill, which remains outstanding.The hospital cannot track the money down, and the people at Doxo are useless. It was bad enough to pay this outrageous hospital bill once (it was one of those nightmare "$500 for a Band-Aid" scenarios); to have to pay it twice is ***************'s the crucial point: my mother did not randomly decide to pay through Doxo; Doxo sent a paper mailing to our house that convincingly mimicked an official request for payment from the hospital. The person at the hospital billing helpline told us that the same thing has recently happened to other patients, so we're not the only people who have been subjected to this scam. (To be clear, the only thing Doxo gained from this was a $3.99 transaction fee--but they effectively threw away the money meant to pay the bill, and they have no intent of making it right.)

  

  Business Response

  Date: 02/05/2025

  Hello *****,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
  

  As an independent service, doxo covers the cost of payment delivery to billers. Therefore, in some cases, a $2.99 or $3.99 fee may apply for ACH payments, or a variable fee for card payments, to account for interchange and delivery costs. However, doxo offers a fee-free payment option: simply link your bank account to your ********************** Wallet to activate free payments for any ****** when using your bank account as the ********************** method.
  

  It is important to note that doxo is a paperless company, doxo does not send any mailing to any customer on behalf of any ******. Additionally, all payment details provided to the ****** are entered by the user during the ********************** process.
  

  Based on the information you provided to the BBB, our records show that you contacted doxo Customer Support on January 31, 2025, and your case is still active. We will escalate your case for further prioritization and notify you of any updates. For assistance, you can reach doxo's Customer Support team through our online chat at ******************************************* or by calling **************. They will be happy to assist you.
  

  Thank you,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 02/06/2025

  Complaint: 22885507
  
  I reject this response. Doxo may have hidden a disclaimer about its ***** as a third-party payment service somewhere in the fine print, but it deliberately created the false impression that it was requesting payment on behalf of the entity to whom the bill was owed. Doxo's use of predatory tactics to mislead bill payers has been well documented; a web search shows that numerous hospitals, utility companies, and other entities have issued warnings that they are not affiliated with Doxo, often explicitly labeling Doxo as a scam.

  Neither my mother nor I had ever used Doxo before this incident; in fact, we were not even aware of Doxo's existence. The only reason that my mother attempted to pay this bill with Doxo is because Doxo sent us a mailing intentionally designed to mislead the recipient into assuming that was an official request for payment. Youthe person reading this complaintknow perfectly well that this is how Doxo does business. 

  We have made many calls to the hospital to which the bill was owed. The check that Doxo sent to the wrong PO box has been lost in the system; it was not routed to the correct recipient or applied to my balance. In short, Doxo has taken more than $900 of our money and thrown it out the window. This loss is entirely due to Doxo's failure to adequately perform the service that it purports to provideactually paying billsand we demand reimbursement.

  

  Business Response

  Date: 02/14/2025

  Hello *****,
  

  As previously stated, throughout the payment and account setup process, doxo clearly emphasizes its third-party status. We provide the following disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider." For reference, an example of this disclaimer is attached.
  
  Regarding the incorrect account number, all ********************** details are entered by the user during the ********************** process. doxo does not have the ability to modify or alter these details.
  

  As of today, we can confirm that during your call to Customer Support on January 31, 2025, a three-way call was conducted with you and Northwell Health - Facility. During this call, doxo confirmed that they had cashed the check. **************** - Facility requested proof of payment via email to assist in locating the transaction. Our agent provided you with this proof and advised you to forward it to **************** for further investigation.
  

  Additionally, due to privacy policies, **************** is unable to discuss your account details with a third party for security reasons. You may need to contact them directly for further follow-up.
  For any additional assistance, you can reach doxo's Customer Support team via our online chat at ******************************************* or by calling **************. Our team is happy to assist you.
  

  Best regards,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:01/27/2025

  Type:Product 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.

  On January 25, 2025 I began receiving emails from a company called doxo. In the first email it showed a payment that was forwarded to a ****************** in the amount of $440.45. That email contained the last four of a card number that was not mine. The 2nd email contained a code that wanted me to enter in my browser to confirm my email address, which I did not do. Third email with the same code requesting the same thing. Today January 27, 2025 I received an email welcoming me to Foremost and Doxo and confirming my payment giving me a link to track my payment. I called doxo thinking maybe an actual customer put the wrong email address in their system. They asked my email address, which I gave but then began to keep me on the line asking for my phone number, which I gave them an incorrect number then the spelling of my name. At that point I told them they needed to be more concerned about the actual customer and getting their correct email rather than gathering information from me. He said he understood and asked if he could call me back. I said yes but I know he wont reach me!

  

  Business Response

  Date: 01/28/2025

  Hello ******,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
  

  It appears that your email address was mistakenly used during the creation of an account by another ********************** user. We take these issues seriously and are actively investigating to resolve this matter promptly.
  

  We sincerely apologize for the confusion and inconvenience caused by the emails and payment notifications you received. Based on the information you provided to the BBB, our records confirm that you contacted doxo Customer Support. During your call, our team requested additional details to verify your identity and ensure no unauthorized actions had been taken. We understand your concerns regarding this process and appreciate your feedback, which will help us improve how we handle similar situations in the future.
  

  As of today, your case remains active, and we are prioritizing its resolution. We will notify you of any updates as they become available. For further assistance, you can reach doxo's Customer Support team through our online chat at ******************************************* or by calling **************. Our team is here to help and will be happy to assist you.
  

  Thank you for your understanding and patience as we work to resolve this issue.
  

  Sincerely,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 01/28/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/19/2025

  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.

  Attempted to pay a labcorp bill for $4.23 and doxo required me to create an account and wanted to charge $3.99 to pay with a credit card. I only saw the exorbitant doxo fee when I went to check out - there was NO mention of any fees for using a credit card up to that point. I deleted my credit card details (although doxo still has them) and entered my debit card information as I expected no fees for a debit card. I was wrong - the same exorbitant $3.99 doxo fee was added again - with no mention of fees for different payment methods. I deleted my debit card details (although doxo still has them) and entered my bank account information as I expected no fees for an ACH transfer. I was wrong again - the exorbitant doxo fee for ACH transfers is $2.99. I deleted my doxo account - after needing to confirm several times with dire warnings from doxo that all of my information would be deleted (which is what I want). I want NO FURTHER CONTACT from ************************** and would like to warn others of doxo's fee charging scam. I was happy to see that the *** has investigated doxo for their junk fees: ***********************************************************************************************************************************************************************************************

  

  Business Response

  Date: 01/21/2025

  Hello *****,
  

  doxo is an all-in-one bill pay service that enables users to pay over ******* billers across 45 categories using a bank account, credit card, debit card, or Apple Payall through a single, secure login.
  

  As an independent service, doxo covers the cost of payment delivery to billers. Therefore, in some cases, a $2.99 or $3.99 fee may apply for ACH payments, or a variable fee for card payments, to account for interchange and delivery costs. However, doxo offers a fee-free payment option: simply link your bank account to your ********************** Wallet to activate free payments for any ****** when using your bank account as the ********************** method.
  

  Based on the information provided to the Better Business Bureau (BBB), it seems you have not contacted our Customer Support team regarding your billing concerns. Our team is always available to assist with issues like payment fees or account management. Please note that your account has already been canceled.
  For further assistance, we kindly ask that you reach out directly to our Customer Support team, as the ******************** is not the appropriate forum for resolving such matters. You can contact us through online chat at ******************************************* or by calling **************.
  

  Best regards,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22831885
  
  I am rejecting this response because:

  There is a false statement in the response: 

  However, doxo offers a fee-free payment option: simply link your bank account to your ********************** Wallet to activate free payments for any ****** when using your bank account as the ********************** method.

  I linked my bank account (after first providing full credit card and full debit card details) and doxo still required a $2.99 fee. Please provide fee information up front instead of the bait and switch to apply your fees after customers have already provided sensitive financial information. 

  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/13/2025

  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 got online to pay City of ********** (**) water bill with my **************** (**********, **) debit card. Even though I was on the website ********************, when I indicated to pay my bill, somehow I was transferred to Doxo Utilities. Not knowing that this was not the authorized payment site for the City of **********, I paid my bill plus the $3.99 handling charge. Normally I mail my payment, but being out of town, I thought paying online would be quicker. I believe Doxo is nothing better than a spammer b/c I did not choose Doxo, they interfered with my ability to pay, and I didn't know that this was not the authorized bill payment system. On top of it, I later learned from my bank that this company merely mails a check which takes up to two weeks! These people should be stopped from this practice!!!

  

  Business Response

  Date: 01/14/2025

  Hello ****,
  

  At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
  

  Regarding your case, our records show that on January 12, 2025, a payment was scheduled to the City of ********** (**) via doxo. The expected delivery date for this payment was January 23, 2025. This payment was sent by check. As of today, January 14, 2025, the check remains uncashed. A confirmation email with payment details, including the option to cancel if needed, was sent at the time of scheduling. 
  

  Based on the information you provided to BBB, our records indicate that you have not yet contacted our Customer Support team. The ******************** is not the forum to assist you with this issue. For assistance, doxo's Customer Support team can be reached via our online chat at ******************************************* or by calling **************. They will be happy to assist you with this matter.
  

  Thank you,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22806011
  
  I am rejecting this response because: you are a bunch of fake scammers & I want my money 0f $68.33 back!!!!!
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 01/23/2025

  I received no such information from them!

  

  Business Response

  Date: 01/30/2025

  Hello ****,
  
  As previously stated, based on your selection in our bill pay application, doxo processed a check payment to the City of ********** (**) on January 12, 2025. A confirmation email containing the payment summary was sent to the email address you provided during payment setup, which is the same address provided to the BBB and is included in the attached documentation. If you have not received or reviewed this email, we encourage you to check your inbox or spam folder for further details.
  
  Additionally, our records indicate that you have not yet contacted our Customer Support team for assistance. Please note that the BBB is not the appropriate forum to resolve this issue. For help with your bill payment, doxos Customer Support team can be reached via online chat at ******************************************* or by calling **************. They will be happy to assist you.
  
  Thank you,
  doxo Customer Support
  
  

• Initial Complaint

  Date:12/16/2024

  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.

  Doxo automatically enrolled me in "reminders" when I signed up to use them for a secure payment to a hospital after surgery. They then send "reminders" monthly for the amount of the last paid bill EVEN IF YOU DON'T OWE ANY MONEY. This causes the customer (me) to reasonably assume that you owe medical bills and send payment. The hospital/medical provider then returns the money (eventually) for overpayment. Every time this happens, Doxo makes a little over $8 on processing fees.I spoke with two different customer services **** (one was a supervisor) who assured me that this was a convenient feature, and that the system assumes every has monthly bills. I feel this is deeply predatory, particularly in a medical setting, where bills are often confusing and people are vulnerable.

  

  Business Response

  Date: 12/17/2024

  Hello ****,
  
  Thank you for reaching out. At doxo, we are committed to providing convenient and secure bill management solutions. As a third-party bill payment service, doxo enables consumers to manage all their bills in one centralized, user-friendly platform. Throughout the payment and account setup process, we clearly emphasize our third-party status, including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  

  Upon reviewing your account, we confirmed that payment reminders were enabled during your initial payment request process on October 24, 2024. These reminders are sent as a courtesy to help you track bills paid on the same date in prior months. Please note that only the account holder can manage preferences within their doxo account, and any settings changes must be actively selected by the user. If you wish to stop receiving these reminders, there is an "OPT OUT" option provided in the reminder email. As outlined in the attached, you can cancel reminders at any time directly within your account.
  

  Our records also show that you contacted doxo Customer Support on December 10, 2024. During that interaction, our team assisted in canceling the reminders as requested and offered to issue a stop payment for the overpayment reported on December 9, 2024, which you declined. Following your confirmation that no further assistance was needed, we promptly closed the case.
  

  The Better Business Bureau (BBB) is not the appropriate forum to resolve this matter. For any further assistance, doxo's Customer Support team remains available to help via online chat at ******************************************* or by phone at **************.
  
  Thank you for allowing us the opportunity to assist you.
  

  Best regards,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22693078
  
  I am rejecting this response because: I feel it a predatory and confusing practice to send reminders for bills that do not exist. A reminder implies that there is something to be reminded of. Sending automatic reminders when no payments are due is a misuse of the word and misleading to your customers. You are able to collect fees on their payments when they do not realize that the reminders (which give due dates and amounts of money which DO NOT EXIST). This is not right. 
  
  
  Sincerely,
  
  **** *****