Complaintsfordoxo Inc

Bill Paying Services

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Initial Complaint
07/24/2024
Complaint Type:
Billing Issues
Status:
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.
In the months of April, March and February, 2024, DOXO has taken money out of my account and I don't know why or where the payment was applied to. I used DOXO once to make a credit card payment but never told them to continue to pay this bill that way, as they charge $3.99 to make the payments. A month ago I realized that DOXO was taking $63.99 from my account for the months listed above. I have been paying the credit card in question $60.00 for those months and up to today. My payments show up on the credit card statement but a payment of $63.99 does not show up on it. I've checked other payments and there isn't a $63.99 payment that I can find anywhere on my accounts. I contacted my bank, *****, last May and explained the problem to them. They investigated but then on July 24, 2024 they recharged my account with the three $63.99 payments. I called Chase and all I got was that they couldn't find any fraud in the $63.99 charges that DOXO took from my account. They told me to contact DOXO directly. I tried to contact DOXO but they don't take phone calls and do not list a phone number. I sent them an email message but don't know when they will respond or if they will respond. I don't know what to do now and if there is any chance of getting my money back. I'm angry and frustrated. Can you help? I can't send documents because I don't have a way to scan them, but I have them and if you need them I'll find a way to send them to you.
Business response
07/25/2024
Hello ******,
At doxo, we are dedicated to providing convenient bill management solutions for users. As a third-party bill pay service, doxo offers a platform where consumers can efficiently handle all their bills in one user-friendly location.
Per your selection on our bill pay application, doxo sent electronic payments of $60.00 to *************** When the first payment was requested you selected doxos autopay feature that debits your account every month on the day you selected with the amount you requested to pay. The 4 payments have successfully been sent to ***************The total charge of $63.99 includes the $60.00 payment amount to ************** and a $3.99 processing fee. Confirmation emails were sent with the summary for the payment, which also provided the opportunity to cancel if needed.
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.

Best regards,
doxo Customer Support
Initial Complaint
07/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Paid twice to Doxo to send to my doctor. They sent it in error to the wrong facility. They are now washing their hands of it all and saying I have to go to the facility to try to get my money refunded. They owe me the 3.99 x 2 PLUS the original payments of $41.00 and $41.28 that should have gone to my doctor. This was their error, not mine. I now have to pay the doctor before they send my account to collections.
Business response
07/25/2024
Hello ****,
At doxo, we are dedicated to providing convenient bill management solutions for users. As a third-party bill pay service, doxo offers a platform where consumers can efficiently handle all their bills in one user-friendly location.
Per your selection on our bill pay application, doxo sent 2 check payments of $41.28 to Northwell Health - Facility due to arrive on March 07, 2024 and April 03, 2024. Both of the checks have been cashed, attached are the proof of payment. Confirmation emails were sent with the summary for the payment, which also provided the opportunity to cancel if needed.
Our records indicate that you contacted doxo Customer Support, and our agent provided you with the information you requested. Please note that your case is still open, and we are committed to assisting you with a resolution.
If you have any additional concerns or questions, please do not hesitate to reach out to us. doxo can be contacted on our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
Thank you,
doxo Customer Support

Customer response
07/26/2024

Complaint: 22031219

I am rejecting this response because:
DOXO SENT THE PAYMENT TO THE WRONG FACILITY AND CHARGED ME $7.98 TO DO SO. I SHOULD NOT BE REPONSIBLE TO TRACK DOWN MY PAYMENT AND TRY TO GET IT BACK. THEIR ERROR, THEIR RESPONSIBILITY. I SHOULD ALSO GET MY $7.98 BACK AS MY PAYMENT WAS LOST. IF I HAD REQUESTED MY BANK TO SEND OUT A PAYMENT AND THEY SENT IT TO THE WRONG COMPANY, I AM SURE IT WOULD BE INCUMBENT ON THEM TO MAKE ME WHOLE AND REFUND THE MONEY. THEN THEY WILL HAVE TO GO TO WHERE THEY WRONGLY SENT THE PAYMENT TO GET IT BACK. I REALLY DO NOT UNDERSTAND WHY THIS IS SO COMPLICATED. THEIR ERROR, NOW CONTACT THE FACILITY, EXPLAIN YOU HAVE MADE A BIG MISTAKE AND GET MY MONEY BACK. AND MY REFUND SHOULD BE ISSUED IMMEDIATELY DUE TO THEIR INCOMPETENCE. i HAVE ALSO HEARD THIS IS NOT THE FIRST TIME DOXO HAS DONE THIS. IT SOUND LIKE A LITTLE SCAM GOING ON HERE.

Sincerely,

*****************
Business response
08/01/2024
Hello ****,
In response to your rejection, it is important to note that doxo can only submit payment to the ****** that the doxo customer requests. The customer must select the ****** they want to pay along with all the information needed to send the payment. This is all completed on doxos platform; no information is manually inputted by doxo. **************** has two billers on doxos platform: Northwell Health - Facility and Northwell Health - Physicians.
As previously advised, a confirmation email is sent after each payment is submitted. This gives you the opportunity to cancel the payment if any information is incorrect and needs to be canceled.
Our records indicate that you contacted doxo Customer Support, and our agent provided you with the information you requested. Please note that your case is still open, and we are committed to assisting you with a resolution.
If you have any additional concerns or questions, please do not hesitate to reach out to us. doxo can be contacted through our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
Thank you for choosing doxo,
doxo Customer Support
Initial Complaint
07/22/2024
Complaint Type:
Billing Issues
Status:
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.
To Whom It May ********* am writing to formally file a complaint regarding a payment issue with Doxo Inc. I made a payment of $1,000 through Doxo Inc on October 26th, 2023, to cover my auto finance with ************* Finance. Despite having proof that the payment was not successfully sent, Doxo Inc. insists that the payment was transmitted correctly and repeatedly directs me to contact ******* by sending me a proof of payment which doesn't look right. Conversely, ************* Finance claims they have not received any payment.After numerous calls and extensive efforts to resolve this matter, I approached my bank, who advised me to address this issue directly with Doxo Inc. Despite my continuous attempts to solve this problem since October 26th, 2023, both Doxo Inc. and ************* Finance have failed to provide a resolution and continue to pass the responsibility to each other. There is a history of my payments uploaded which showes that the amount of 1000$ was not received.This situation has caused significant frustration and inconvenience. Given the lack of resolution and the considerable time wasted, I am seeking assistance from the Better Business Bureau (BBB) to file a formal complaint against Doxo Inc. for their inadequate handling of this payment issue. I request a full refund of $1,000 and compensation for the undue delay and inconvenience caused.Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this issue.Sincerely,***************************
Business response
07/25/2024
Hello Yakta,
At doxo, we are dedicated to providing convenient bill management solutions for users. As a third-party bill pay service, doxo offers a platform where consumers can efficiently handle all their bills in one user-friendly location.
Per your selection on our bill pay application, doxo sent an electronic payment of $1,000.00 to ******* due to arrive on October 31, 2023. This payment has been successfully sent and ******* has not returned this payment to doxo. A confirmation email was sent with the summary for the payment, which also provided the opportunity to cancel if needed.
Our records indicate that you contacted doxo Customer Support, and our agent provided you with the information you requested. Please note that your case is still open, and we are committed to assisting you with a resolution.
If you have any additional concerns or questions, please do not hesitate to reach out to us. doxo can be contacted on our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
Thank you,
doxo Customer Support
Initial Complaint
07/17/2024
Complaint Type:
Billing Issues
Status:
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.
Fraudulent payments were made for my bank account at ************ to Doxo Utility *******. Ive been unable to get any contact information for Doxo utilities.
Business response
07/22/2024
Hello Brick,
At doxo, we are dedicated to providing convenient bill management solutions for users. As a third-party bill pay service, doxo offers a platform where consumers can efficiently handle all their bills in one user-friendly location.

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 payment 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 ******.
When you requested a payment to be sent to ************************ on January 14, 2022, using email ****************************** you selected doxos autopay feature. This feature debits your account for the date you selected with the amount you entered each month. The payments have been successfully sent monthly to ************************.
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.
Best regards,
doxo Customer Support
Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Doxo plus signed me up for a service I did not request under the guise of being the payer for Questlabs. I contacted ***** and they informed me of the scam and of the *** action against them for duping people into signing up. Their system actually automatically checks the box to sign you up without your knowledge. We were simply paying our $10 co pay for lab work and they came in and set up for monthly payments. Complete fraud. *********************************************************************************************************************************************************************************************** I have found out how to cancel the account, which I did, but I also want a refund of the $29.95 they charged me knowing full well they have nothing to do with Quest. It's not the money, it's the principal.
Business response
07/17/2024
Hello ******,
At doxo, our commitment first and foremost is to protect and empower consumers. We pride ourselves on operating with integrity and in having a reputation as a brand and service that both consumers and billers can trust. This is not a responsibility that is taken lightly. doxo works hard to comply with all regulations and exceed market standards for ensuring consumers are protected and empowered throughout the bill pay experience.
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 providers.

According to your selection on doxos bill pay application, electronic payments each amounting in $10.00 were processed to Quest Diagnostics - Lab Code NAP - APC on March 14 and April 04, 2024, in which fees were waived due to your enrollment in doxoPlus. Proof of payment is attached for your reference. Additionally, a confirmation email was sent with a summary, offering the option to cancel if necessary.
doxoPlus provides five safeguards for secure bill pay, including identity theft protection, credit monitoring, private pay protection, and more. We have confirmed that your subscription has been canceled, and you will retain access to doxoPlus through August 11th.
Our records indicate that you have not yet contacted our customer support team regarding your ********************** concern. Please reach out to doxo Customer Support at your earliest convenience. You can contact us via our online chat at ******************************************* or by calling **************.
Best regards,
doxo Customer Support
Initial Complaint
07/09/2024
Complaint Type:
Billing Issues
Status:
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.
I signed up for an account for ********************** on june 29th 2024, added my ****** and signed up for doxoplus for $5.99 and successfully made a test payment using a debit card getting the fee waived per my status with doxoplus. I canceled my subscription so it would not auto-renew and I have doxoplus until july 29th 2024 per the subscription page on my account profile. I attempted to make another full payment to my ****** with the same debit card and am told I will have to pay an exorbitant ~3.6% fee regardless. Choosing to pay with a linked checking account reflects the fee being waived correctly. Trying to resolve this issue with support lead to them trying to tell me that I would not get the doxoplus benefits since I canceled the renewal of service. Termination of benefits upon subscription cancellation is not anywhere in their terms or the flow involved to cancel your doxoplus subscription. Support also tried to tell me they have no control or insight over how the backend system determines which payment methods have to pay a fee with a doxoplus subscription and encouraged me to re-enroll and maintain the subscription to make unlimited bill payments despite their terms prohibiting more than 50 payments in a calendar month. I have uploaded redacted screenshots of the various payments and pages on doxo. I can provide unredacted versions upon request if needed.
Business response
07/12/2024
Hi ***********,
We sincerely apologize for the experience you had with our customer support team. Your experience has been escalated to the proper channels in the business to ensure the team is properly educated on doxoPLUS for future interactions.

To confirm, your transaction fee was waived during your first payment because you enrolled in doxoPLUS. Using a regulated debit card and/or linking your bank account is the only way to fully avoid payment transaction fees. doxoPLUS does not waive all transaction fees, which is outlined on our website and in the attachment provided, stating FREE Payments with ************ ACH, and most Debit Cards.

You continue to have access to doxoPLUS through your renewal period of July 29th, which includes $1M in Identity Theft Protection, Credit Protection (monitor your credit score), Overdraft Protection, Late Fee Protection, and Private Pay Protection. The details for doxoPLUS can be found at *****************************************************************************.

Should you have any further concerns or questions, please feel free to reach out to us. You can contact doxo via our online chat to speak with our Customer Support team at *******************************************, or you may call us at **************.

Thank you,
doxo Customer Support
Customer response
07/12/2024

Complaint: 21965451

I am rejecting this response because: Despite your admitting that I have doxoPlus until 7/29/24 attempting to make another payment with the same debit card as the first fee free payment I am being charged a fee. There is an issue here of either transparency of what you consider a regulated debit card and your ability to change fee determination on a whim or your system does not handle fee waiving for accounts with a pending cancelation status.

Sincerely,

***********************************
Business response
08/01/2024
Hello ***********,
In response to your rejection, it is important to clarify that the original payment method was a non-regulated debit card, which is not included among the free payments offered with doxoPLUS. That is why when you use the same debit card, you are charged a transaction fee. Only the first payment, regardless of the payment instrument, is waived during the enrollment process. An alternative way to avoid fees is to use your linked bank account for ***********************, which you have set up.
As for the transparency of what is considered a regulated debit card, this is determined by your financial institution. For further information on your non-regulated debit card, please contact your bank or financial institution.
Should you have any further concerns or questions, please feel free to reach out to us. The BBB is not the forum to assist you with this issue. You can contact doxo via our online chat to speak with our Customer Support team at *******************************************, or you may call us at **************.

Best regards,
doxo Customer Support Team

Customer response
08/01/2024

Complaint: 21965451

I am rejecting this response because:
Regardless of your claims of regulated or unregulated debit cards being used I have a new issue. Despite doxo plus being in a cancellation state I was charged for another month of service on the debit card that is supposedly not available as a form of payment on my account anymore.

Sincerely,

***********************************
Customer response
08/08/2024
Attached is a screenshot of the cancellation email dated 07/01/24 and the unauthorized subscription charge on my checking account dated 07/29/24
Business response
08/15/2024
Hello ***********,
Regarding your subscription, record shows you have contacted Customer Support requesting this cancellation on August 8, 2024. Please note that your case is open, and our team is committed to assisting you with a resolution.
Thank you,
doxo Customer Support

Customer response
08/16/2024

Complaint: 21965451

I am rejecting this response. Pointing out the fact that I was forced to cancel the subscription that was already canceled via support does not add anything to this issue and is just wasting everyone's time.

Sincerely,

***********************************
Customer response
08/23/2024
They did give me a refund for the original 30 day subscription and the unauthorized charge made after cancellation.
Initial Complaint
06/28/2024
Complaint Type:
Product Issues
Status:
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.
Doxology is automatically charging my bank account $102.99 for no reason.
Business response
07/02/2024
Hello *****,
At doxo, we are dedicated to providing convenient bill management solutions for users. As a third-party bill pay service, doxo offers a platform where consumers can efficiently handle all their bills in one user-friendly location.

Please remember that doxo acts as a third-party bill payment service and is not affiliated with or endorsed by any of the service providers on the doxo platform. It is explicitly communicated through doxos disclaimer, which reads, "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.

It is determined that you set up autopay with doxo for the following billers *********** and Publishers Clearing House. This feature can only be enabled by the owner of the doxo account. Records show that you contacted doxo Customer Support on June 28, 2024, and you had been assisted in canceling the automatic payments and canceling your doxo account.

Should you have any further concerns or questions, please feel free to reach out to us. You can contact doxo via our online chat to speak directly with our Customer Support team at *******************************************, or you may call us at **************.

Thank you,
doxo Customer Support
Initial Complaint
06/21/2024
Complaint Type:
Billing Issues
Status:
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.
In March, I received a bill from Doxo telling me they were billing me for Ridgeview Internal Medicine.I gave them my debit card info and paid the bill.In April, at a visit to my Dr. I was told I owed ******. In order to see the Dr I had to pay the bill. I was told it was probably my portion of my ******** account.Bridgeview has no knowledge of Doxo.I chatted with Doxo and was told different conflicting information by 2 agents.I believe I have been scammed and want to make sure I'm not charged for any more fraudulent activities.
Business response
06/25/2024
Hello ******,
doxo is dedicated to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo offers a platform where consumers can 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 doxos bill pay application, doxo processed a check payment of $124.13 to Ridgeview *********************** on March 13th, 2024. A confirmation email was sent with the summary, which also provided the opportunity to cancel if needed. It is important to note that doxo does not request payments for billers.
You contacted our customer support team on June 21, 2024, for assistance with canceling your account with **********************. This has been completed. Due to Ridgeview *********************** not cashing the check within 90 days, the check was auto-canceled, and a full refund was processed to you on June 21, 2024. If you have additional questions or need further support, feel free to contact us via our online chat at ******************************************* or by calling **************.
Thank you,
doxo Customer Support
Initial Complaint
06/17/2024
Complaint Type:
Billing Issues
Status:
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.
My insurance bill was paid on 5/30/2024. Today I noticed an extra charge on my credit card. I called the credit card company and the insurance company to find out what this charge was for. This Doxo company which I thought was a part of my insurance company that handled bills has nothing to do with my insurance company. I dont know how they were able to access my info when I was just making a credit card payment for my insurance. They added $69.09 to the bill. Plus they took the credit card payment as cash which created another bill for $100.20 to my credit card company. I did not ask them to do any of this and now I have an extra almost $170.00 to pay. I asked them a hundred times to return my money. The credit card company wont let me cancel the transaction. This Doxo is ignoring me. Im sure I am not the only fool who has experienced this scam. They said the $69.09 was a credit card fee then took the money to send to the insurance company as cash which created the bill for $100.20. I need help with this. Thank you.
Business response
06/18/2024
Hello Virginia,
At doxo, we are dedicated to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo offers a platform where consumers can 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 doxos bill pay application, doxo processed an electronic payment of $1,935.00 to ********************** on May 30th, 2024. A confirmation email was sent with the summary, which also provided the opportunity to cancel if needed.
Regarding your payment fee concern, bill payments are free on doxo when processed through a linked bank account. The $69.09 is a processing fee. The $100.20 is a cash advance fee that was charged to you by your card company, not doxo. Attached is the payment summary that was provided to you at the time of the payment.
Our records indicate that you have not yet reached out to our customer support team with your ********************** concern. Please contact doxo Customer Support at your earliest convenience. You can contact us through our online chat at ******************************************* or by calling **************.
Thank you,
doxo Customer Support

Customer response
06/18/2024

Complaint: 21861526

I am rejecting this response because: my insurance company told me they do not use third partys for payments. My insurance company does not charge a fee for credit card payments. I have been paying my own bills for 50 years I do not need a company to interfere with my direct payments. Had they not interfered I would not be facing $170.00 added to my payment to my insurance company. I asked them through their chat to refund the $69.09 and to straighten out how this payment should have been made. By me and only me! I was on their chat for hours to no avail. The time lapse is due to the fact that I trusted my payment was per a credit card and not as cash.

Sincerely,

***************************
Initial Complaint
06/14/2024
Complaint Type:
Product Issues
Status:
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.
DOXOPLU charged my account a total of $23.76 without my consent or authorization for "services". I did not contract this service with them and never even heard of this company until I found these charges on my account. I have contact them by phone and they cancel service but did not indicate that they would refund the charges. I sent them an e-mail requesting a refund. They took out $5.99 a month on my card from March -June. I am entering the complaint mainly to make others aware of this company and to stay away from them.Thank you.
Business response
06/18/2024
Hello *******,
At doxo, we are dedicated to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo offers a platform where consumers can 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.
Our records show that you signed up for doxoPlus when setting up the payment on March 14, 2024 to LabCorp, and the associated fee was waived. doxoPlus offers five protections for secure bill pay, including identity theft protection, credit monitoring, private pay protection, and more.
We understand you contacted our customer support team on June 14th, 2024, for assistance with canceling this subscription. Rest assured, one of doxos agents is assisting you with your inquiry. If you have additional questions or need further support, feel free to contact us via our online chat at ******************************************* or by calling **************.
Thank you,
doxo Customer Support

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