Complaintsfordoxo Inc

• Initial Complaint

  10/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The ******************** ********* Water System has an online payment portal on our website. However, customers type in ********************* and if they forget to put the .com on the end it takes them to DOXO.com where they allow our customers to pay their utility **** on their website. A website we have no affiliation with and if a customer pays on ********************** we never receive that customers payment for their ****. This company is misleading our customers to make payments for their water **** and doxo is keeping their payment and has all of that persons personal information such as name, address, credit card, and or financial institute information. We (Town Officials) have attempted to contact doxo (to remove the town from their site) they have not returned our calls and the person (customer service) we do speak to at ********************** refuses to give us the contact email or phone contact information to the management team who have the authority to remove the ******************** from their site.

  

  Business response

  10/13/2021

  Hello, 

  doxo is an online **** pay service that enables consumers to pay and manage all their bills in one location. People are finding our site through internet search. We are very clear we are a third party. We have delivered a number of payments to the Town of ****** on our customers behalf and they were all received by the Town of ****** as checks and cashed. You called into our customer support team this morning and informed that a member of our business support team would contact you back, I will follow up and prioritize your call. 

   

  Thank you

• Initial Complaint

  10/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My elderly Father was trying to pay his insurance premium. When he typed in his insurance company name, it came up he processed his payment, and AFTER he hit submit, he saw a $64.00 processing fee!! It wasn't his Insurance company, it was DOXO!!!!! He has no clue what this is! To an elderly person who isn't all that familiar with the Internet, this is VERY DECEIVING!!! And a $64.00 processing fee is extremely exorbitant! A SCAM!!!! DOXO customer service said they didn't see a payment go through, but they could cancel his account and delete his information. I said he didn't set up an account?! They said one is automatically set up if you make a payment? Setting up an account and storing their banking information without the customers authorization is fraudulent at best! I would be interested to see what NACHA regulations say about that!!! Doxo should NOT be able to hijack a payment that a person thinks they are making directly to their company.

  

  Business response

  10/12/2021

  *****, 

   

  doxo is an online bill pay service that enables consumers to pay and manage all their bills in one location. We are very clear that we are a third party when making a payment as well as any fees you will be charged. Because we are a bill pay service we do appear in internet searches for paying bills. It sounds like you reached our customer care team who confirmed there was not payment made and deleted the account your father created when making a payment. 

   

  Thank you

  Customer response

  10/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:Your URL should NOT come up when he is searching for a specific company name to pay his bill! As I stated, he is elderly and doesn’t understand he has to pay attention to the URL he’s clicking on (****, he doesn’t even understand what a URL is!!!) because there are unscrupulous companies that make themselves appear as the company you’re looking for!!! If someone wants to use your services, they should have to type in your specific URL to do so, and not be hi jacked unknowingly by your company!!!!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is processing patient payments on behalf of our group Ocala Kidney Group, Inc, without our permission. We feel this is a scam to our patients, please see below example Pt. paid $50.00 payment to us in August 2021 was charged a processing fee of $3.99, said payment would arrive to us by 9/2021. It is now 10/2021 and no payment. We did not authorize this company to accept payments on our behalf, nor do we charge our patients processing fees. Please can you help close this company down. Thank you

  

  Business response

  10/11/2021

  Hello,

  doxo is an online bill pay service that enables consumers to pay and manage all their bills in one location. We are a third party and work just like bill payment through your bank. I do not see any outstanding payments to your company, it appears every payment we have sent you has been received. If a consumer is having an issue we will be happy to assist, or if you have any questions about our service please contact our business support team at 206-319-0097, or via email at [email protected].

   

  Thank you

  Customer response

  10/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:  Our practice already contracts with a third party for our patients to pay their balances. Doxy is MISLEADING our patients into believing that there is a working relationship between our group and them for patient payments. THIS IS NOT THE CASE AT ALL!  Ocala Kidney Group has no affiliation whatsoever with this company nor do we wish to.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  DOXO BILL PAY https://www.doxo.com/about/contact-us/ Payment DetailsTransaction ID: ************************************ Total Charge: $205.70 Payment amount: $197.47 Payment Delivery Fee: $8.23 Paid With: Mastercard ************ Customer Address: **** ********* ***** Billing Account Number: ****** City: Parlin First Name: ******** Last Name: ********** State: NJ Customer Zip Code: 08859 Biller: ******** ********** ********** Send notifications to: **************** Check Mailed to: ** ******** **Eatontown, NJ 07724 I was paying a bill to my cardiologist and was somehow redirected to this site who I looked up and saw was a registered bill payer company. I thought my cardiologist switched to them. I put in the information and I the received that the bill was being paid as I copied above. My cardio advised they are not affiliated with Doxo; and have not received payment. I called Doxo and asked for a refund and they said I have to wait to get an email from their payment

  

  Business response

  09/30/2021

  Hello, 

  doxo is an all in one bill pay service that enables consumers to pay and manage all their bills in one location. We make payments on behalf of consumers and do not always have any direct relationship with the biller being paid. You likely landed on our site after searching for how to pay a bill. 

  Our customer care team already sent your case to our late payments team, the check we sent has not been cashed and they will process a void on the check and you will be refunded. You should hear back from them within one business day. 

   

  Thank you

  Customer response

  09/30/2021

  
  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

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cant contact anyone to figure out why or how but theyve been charging my account for over a year? None of my normal bills are connected with it.

  

  Business response

  09/30/2021

  Hello,

  I will have a member of our customer care team reach out to you. 

   

  Thank you

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I just discovered today that I was billed $311.52 by DOXO Utilities of Seattle, WA on my debit card. I have no clue who they are or what they do, but I know I did not sign up for their business. All I'm asking is an immediate refund to the card account they got it from in my name. I've had to have my checking closed and another debit card ordered because of this. Thank you if you can resolve this!

  

  Business response

  10/11/2021

  Hello, 

  doxo is an online bill pay service. It appears you made a payment to Northwest Exterminating on 7/24 using our service. That payment was delivered on 7/29. If you have any further questions please contact our customer support team at support.doxo.com 

   

  Thank you

  Customer response

  10/11/2021

  
  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

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I logged into carmaxautofinance.com which opened a page to complete the payment. When all information was submitted Doxo was the payment engine with a $27.00 fee. I stopped the payment process and tried to cancel the account. When I contacted CarMax finance they did not know about DOXO. I went online to cancel the account and could not cancel even when I followed all directions. I contacted my bank and was informed that I could not block any potential action from DOXO until they actually made some activity in my account.

  

  Business response

  09/27/2021

  Hello, 

  doxo is an online bill pay service that enables consumers to pay and manage all their bills in one location. You likely ended up on our page through an internet search. I have gone ahead and canceled your account.

   

  thank you

  Customer response

  09/28/2021

  
  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

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have a similar complaint as others in that Doxo.com started a payment portal on our behalf without our consent. We are in no way affiliated with doxo and have not given them authorization to do this. This is a blatant misuse of our company name and is leading our customers astray. doxo’s website is misleading due to it's looking like we are affiliated when we are not. The payments are not timely, and we do not wish to participate in this at all. Due to doxo poor business model many of our customers have services disconnect and are change late fees. Doxo has stated their website is very clear that it is a third party and what the timing of any payment will be. This statement is FALSE, All our customers we have spoken with are unaware that this site is not affiliated with us and assume payments are directly credited to their account when they are not.

  

  Business response

  09/23/2021

  Hello, 

  
  doxo is a 3rd party bill payment service that enables consumers to pay and manage all their bills in one location. We are very clear that we are a third party when we do not have a direct relationship with a biller. You can see in the screenshot you attached that we state that clearly. When a consumer makes a payment we are very clear about the date that payment will be delivered, and in the case of a utility actually ask the customer to acknowledge that date, we do not want our customers to have service issues. Our  team is happy to discuss further with you if you would like you may contact the business team at 206-319-0097.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They charged me 4.99 for unauthorized fraud insurance. They don't have an contact number. When you try to chat their bot just keeps saying will you repeat that.

  

  Business response

  09/22/2021

  Hello,

  It looks like you signed up for our doxoPLUS subscription when you used the service to make a payment. I have gone ahead and canceled and refunded your subscription. 

  Thank you

  Customer response

  09/22/2021

  
  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

  09/18/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to pay my ****** bill online and found a site called Doxo. It looked like ****** had changed their site around to use doxo as their new payment center. I paid my monthly electricity bill and moved on. The next month I got a late notice from ****** stating that my power was to be turned off because I hadn't paid my last month's bill. I have no idea what doxo did with my money, but they are making themselves look like ****** and then keeping the payment.

  

  Business response

  09/20/2021

  Hello, 

  doxo is an online bill pay service that enables consumers to pay and manage all their bills in one location. We do appear in google search results if you are looking for a way to pay a bill. We are very clear that we are a third party when we do not have a direct relationship with a particular biller. 

  I do not see any payment under your email to the electric company. If you made a payment and it was late or not applied correctly to your account please contact our customer care team at 206-319-0097 and we will be happy to assist you. 

  Customer response

  09/20/2021

  
  Complaint: ********
  
  I am rejecting this response because: I have attached a copy of my bank statement showing where this company charged me. It shows as utility billing-online for 139 dollars. I almost had my power shut off because they did not bother to send this payment on to the electrical company. Sincerely,
  
  ***** ********

  

  Business response

  09/22/2021

  Hello, 

  That payment was not made through doxo. You did make a payment to NTTA using our service which you can see on your statement. Any payment made using doxo will show dox*billername on your statement. If you have any other question please contact our customer care team and they will be happy to assist you. 

  Customer response

  09/22/2021

  
  Complaint: ********
  
  I am rejecting this response because:I showed where they took the money out. Sincerely,
  
  ***** ********

  *****All supporting documents redacted by 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. ↩