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:12/10/2024

  Type:Billing 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 December 10, 2024, I checked my bank account and noticed an unauthorized charge to the ***** Township water authority whom I do not have an account with. I immediately called my financial institution and was told to contact the water company. I called the water company and was told they can't do anything because bill payments are handled by a 3rd party called Doxo. I contacted customer support from ****************** because I wanted this payment stopped/refunded and submitted evidence of my bank transaction, but was to contact my bank again as Doxo does not do business with ***** Township water and they know this since the bank transaction does not say "Doxo". I will be filing a dispute with my bank against this fraudulent charge. Upon looking on the internet, it clearly states Doxo is the online payment source for *******************. I am seeking ******. The water payment was $288.16 plus a web payment charge of $1.95. I will also be pursuing a complaint with the police regarding my stolen bank information.

  

  Business Response

  Date: 12/12/2024

  Hello *********,
  

  Thank you for reaching out. At doxo, we are committed to providing users with a convenient and secure bill management solution. As a third-party bill pay service, doxo enables consumers to manage all their bills in one place, and throughout the payment process, we make our third-party status clear by including the following disclaimer:
  "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by Township of ***** - ******************* (**)."
  

  After reviewing your complaint, we were unable to locate an account matching the information you provided. Additionally, we found no record of a payment being processed to the Township of ***** - ******************* (**) on your behalf. Based on the attachments you submitted, no charge from doxo is listed on your bank statement. Charges from doxo would appear as doxo-Township of ***** - ******************* (**). It also appears that a direct payment was made to the Township of ***** - ******************* (**), not through doxo. Please rest assured that doxo does not have access to your banking information.
  

  Our records show that you contacted doxo Customer Support on December 10, 2024. Our support team confirmed that no payment was made through doxo and recommended contacting your bank for further resolution. We encourage you to contact your bank directly to clarify any transaction details.
  

  The BBB is not the forum to assist you with this issue. For additional support, doxo's Customer Support team is available via online chat at ******************************************* or by phone at **************.
  
  Best regards,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 12/16/2024

   
  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:11/18/2024

  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.

  I used this company to pay tolls and they say I subscribed to their monthly service. I did not knowingly sign up for any subscription. They said I hit the button but I say I did NOT! This caused insufficient funds charge in my checking account and I am angry.I see others have had the same problem. Why are they able to keep doing this to people?

  

  Business Response

  Date: 11/19/2024

  Hello ******,
  

  Its important to note that doxo acts as a third-party bill payment service and is not affiliated with or endorsed by any service providers on the platform. This is clearly stated in doxos disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
  

  In regards to the fee, this was due to your selection of enabling doxoPlus upon completing your payment to I-Pass **************** on October 16, 2024. doxoPlus is a monthly subscription that provides five safeguards for secure bill pay, including identity theft protection, credit monitoring, private pay protection, and more. This can only be enabled by the customer.  
  

  According to our records, you contacted doxo Customer Support on November 18, 2024. Our agent assisted you in canceling your doxoPLUS subscription. For further assistance, you can contact doxo's Customer Support team via online chat at ****************************************** or by phone at **************. Our team is happy to help with any further questions.
  

  Thank you,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22572649
  
  I am rejecting this response because:
  The business is still saying that I subscribed to their service and I did not intentionally subscribe. I see other complaints that this business uses deceptive practices to get people to unknowingly hit a button on their page that said I subscribed. 

  I would like to see the page that was used to confirm where the supposed button exists and if it should be evident of what it is there for.

   

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

  

  Business Response

  Date: 12/03/2024

  Hello ******,
  

  Attached are screenshots capturing your activity during the payment process. These screenshots confirm that, during your initial payment, you opted to upgrade your account to **************************, reviewed its benefits, and received confirmation of this selection.
  

  Additionally, the screenshots include details from your payment review and confirmation, clearly showing that the payment fee was waived as part of the doxoPlus subscription.
  

  As requested, our agent assisted you in canceling your doxoPlus subscription. Since no further assistance was requested, your case has been closed. If you need additional help, you can reach doxo's Customer Support team via online chat at ****************************************** or by phone at **************.
  

  Thank you,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:11/18/2024

  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.

  I used ************************** to make payments for my mother's ******************* RX. I confirmed with BCBS RX that the payments were never made after receiving a delinquent letter.3 payments of $53.40 + 3 service fees of $3.99 each totaling $172.17

  

  Business Response

  Date: 11/19/2024

  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.
  

  According to your selection on our bill pay application, doxo sent an electronic payment  to ********** & Blue Shield of ************ on October 23, 2024. A confirmation email with a payment summary was sent, which also included the option to cancel if needed. Please note that doxo processes payments based on the information provided by the customer.
  

  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
  

  
  

• Initial Complaint

  Date:11/12/2024

  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.

  This company is a scam bill pay service that infiltrated my email making me thinking they are the "new way" to pay my trash/recycle bill to the City of ******, **. It is NOT THEIR 3rd PARTY COMPANY AND IS TAKING MONEY ILLEGALLY AS I WAS NOT ADVISED THEY WERE NOT A PART OF OLATHE BILLING

  

  Business Response

  Date: 11/14/2024

  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.
  

  According to your selection on our bill pay application, doxo sent a direct payment to the ************** (**) on October 3, 2024. A confirmation email with a payment summary was sent, which also included the option to cancel if needed. Please note that doxo processes payments based on the information provided by the customer.
  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
  

  
  

• Initial Complaint

  Date:11/11/2024

  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 went online to Doxo to pay a bill and even paid a fee to pay the bill online. They paid the wrong company and then Doxo stopped helping me to try and get my money back from the company that inadvertently received my money. This company is a scam!

  

  Business Response

  Date: 11/12/2024

  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.
  

  Per your selection on our bill pay application, doxo sent a check payment to **************. (********, ****) on August 01, 2024. A confirmation email was sent with the summary for the payment, which also provided the opportunity to cancel if needed. It is essential to understand that doxo can only send payments with the information that the customer provides. 
  

  Based on the information you provided to the BBB, our records show that you contacted doxo Customer Support on September 17, 2024, 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
  

  
  

• Initial Complaint

  Date:10/28/2024

  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.

  I thought I was paying my doctor **** and attached a receipt stating that it was paid. Now I am in collections for this bill. I found this doing a ****** search for ****************** (*********** ********).

  

  Business Response

  Date: 10/29/2024

  Hello *****,
  

  To begin utilizing services, users are required to create a doxo account. During this process, individuals will need to respond to a series of questions, including the payment amount, the designated account for the **********************, preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the selected provider. It's important to note that all this information is provided by the user.
  

  Throughout the ********************** and account setup, ********************** emphasizes its third-party status by providing the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.  doxo does not send bills on behalf of billers.
  

  As per your selection on our bill pay platform, doxo mailed a check payment to ****************** on July 03, 2024. A confirmation email with a payment summary was sent, which also included an option to cancel the payment if necessary. Please understand that doxo can only process payments based on the information provided by the customer.
  

  Based on the information provided to BBB, it appears you have not yet reached out to our Customer Support team for assistance with your bill payment. The BBB is not the forum to assist you with this issue. For further help, you can contact doxo's Customer Support team through our online chat at ******************************************* or by calling **************.
  

  Best regards,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:10/16/2024

  Type:Order 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 feel like I was falsely misled, thinking that Doxo Company was a part of the ************************************ when pulling up there website, Upon being notified from the ************************************ that they are not affiliated with the third-party and ***** would have to be paid directly to them ,unknown leave that doxo was a third-partys payer

  

  Business Response

  Date: 10/17/2024

  Hello *****,
  

  To begin utilizing services, users are required to create a doxo account. During this process, individuals will need to respond to a series of questions, including the payment amount, the designated account for the **********************, preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the selected provider. It's important to note that all this information is provided by the user.
  

  Throughout the ********************** and account setup, ********************** emphasizes its third-party status by providing the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.  doxo does not send bills on behalf of billers.
  

  Based on the information you provided to the BBB, our records indicate that you contacted doxo Customer Support on October 16, 2024. While your case remains active, our agent is working diligently to resolve the issue. As of today, your doxo account has been canceled. Your case will be escalated for further prioritization and notify you of any updates. Please note that the BBB is not the appropriate channel for resolving this matter. For direct assistance, you can reach doxo's Customer Support team via online chat at ******************************************* or by calling **************. They will be happy to assist you.
  

  Thank you,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22433065
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/15/2024

  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.

  I was told to take a Covid Test by my employer. Went to ********************* as ********* and CVS in the area did not complete tests. Received a bill about 30 days later and paid through Doxo bill payments, as they allowed credit card payments. Received another bill stating no payments were made 30 days later. ********************* states there was no payment made to my account. ********************** sent a copy of the front and back of check sent, but the medical center is stating it was never received!

  

  Business Response

  Date: 10/17/2024

  Hello Pamela,
  

  To begin utilizing services, users are required to create a doxo account. During this process, individuals will need to respond to a series of questions, including the payment amount, the designated account for the payment, preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the selected provider. It's important to note that all this information is provided by the user.
  

  Throughout the payment and account setup, doxo emphasizes its third-party status by providing the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.  doxo does not send bills on behalf of billers.
  As per your selection on our bill pay platform, doxo mailed a check payment to Broadlawns Medical Center on September 11, 2024. A confirmation email with a payment summary was sent, which also included an option to cancel the payment if necessary. Please understand that doxo can only process payments based on the information provided by the customer.
  

  According to the information you provided to the BBB, our records show that you contacted doxo Customer Support on October 17, 2024. During this interaction, our Customer Support agent provided you with proof of payment (i.e., a cashed check) and advised you to contact Broadlawns Medical Center directly with this documentation to locate the payment. After receiving this information, we have not received any further response from you.
  Please note that the BBB is not the appropriate platform for resolving this issue. For further assistance, you can reach doxo's Customer Support team via online chat at https://support.doxo.com/ or by calling (855) 791-9986. They will be happy to assist you.
  

  Thank you,
  doxo Customer Support
  

  
  

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22395063, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Pamela Townsend

• Initial Complaint

  Date:10/12/2024

  Type:Sales and Advertising 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 Oct. 11, 2024 I made a payment through Doxo that I thought would be going to **************************** toward payment on my account. Shortly after I found out a check would supposedly be sent to UNTHSC on the 24th. I then googled Doxo and found out that the *** had investigated them in April due to several occurrences of them scamming customers out of money. I need to get the money back that I paid them.

  

  Business Response

  Date: 10/15/2024

  Hello *****,
  

  At doxo, we are dedicated to providing users with convenient bill management solutions. As a third-party bill payment service, doxo allows consumers to efficiently manage all their bills in one user-friendly platform. Throughout the payment and account setup process, we emphasize our 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.
  

  To begin using our services, users are required to create a doxo account. During the setup, individuals will be prompted to provide details such as the payment amount, the account from which the payment will be made, the preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the provider. Please note that all this information is provided by the user.
  

  As per your selection on our bill pay platform, doxo mailed a check payment to ************************* on October 11, 2024. A confirmation email was sent with a payment summary, which also included an option to cancel if necessary. Its important to understand that doxo can only process payments based on the information provided by the customer.
  

  Additionally, for a short period after submitting your paymentbefore remittance beginsyou are typically able to cancel the payment, and the funds will be returned to your account. To check the status of your payment, log in to your doxo account, select the ****** for the payment in question, and then click View Status. If the payment has not been withdrawn, you will see the option to Cancel Payment at the bottom of the page. If the payment has already been withdrawn, please contact doxo support for assistance.
  

  According to the information provided to the BBB, it seems you have not yet contacted our Customer Support team for help with your bill payment. The BBB is not the appropriate forum for resolving this issue. For further assistance, please reach out to doxo's Customer Support team via our online chat at ****************************************** or by calling **************.
  

  Best regards,
  doxo Customer Support
  

  
  

• Initial Complaint

  Date:10/07/2024

  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.

  Doxos took my money to pay my Internet bill and have not payed said bill I'm disabled just got out of hospital and that took 80 bucks from me

  

  Business Response

  Date: 10/07/2024

  Hello William,
  

  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.
  

  Per your selection on our bill pay application, doxo sent electric payments to Cross Telephone Company on July 10, 2024 in the amount of $51.00 and June 06, 2024 in the amount of $26.49. A confirmation email was sent with the summary for the payments, which also provided the opportunity to cancel if needed. It is essential to understand that doxo can only send payments with the information that the customer provides. 
  

  Based on the information you provided to BBB, our records indicate that you have not yet contacted our Customer Support team. The BBB 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 https://support.doxo.com/ or by calling (855) 791-9986. They will be happy to assist you with this matter.
  

  Thank you,
  doxo Customer Support