ComplaintsforPushpay

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The merchant Harvest Fields that uses push pay to process there payments denies receiving $1,000. I have proof of bank showing $1,000 posted to my account by Harvest Fields as of May 1, 2024. I have attached the proof from **************

  

  Business response

  05/09/2024

  I am so sorry to hear you've had an unsatisfactory experience and I apologize for the inconvenience. Enabling our customers to use technology to connect with their community is important to us, so thank you for taking us know this hasn't happened so we can make it right. Based on the info you've provided, here's how we are working to resolve the problem: I have escalated to our processing leadership team. They are reviewing your situation and someone will contact you to discuss and come to a positive resolution. Once again, I apologize for the inconvenience. We will continue to do everything we can to improve the experience with our products.

  Customer response

  05/09/2024

   
  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

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pushpay contracted with our church (Blue ************ ****** DBA *******************) to provide services, including an online app. To date, they still have not provided the app or support. They charge us $200 monthly for services they never provided, and we no longer desire. They refuse to terminate the contract even when they have breached the contract. Additionally, they charge us $19,95 a month for service fees for credit card processing on zero amount of money being processed. We asked them over a year ago to give us the app or stop charging us, but neither has occurred. We wrote their illegal department and customer service with no response. The next step to recover the funds would be litigation.

  

  Business response

  02/20/2024

  I am so sorry to hear you've had an unsatisfactory experience and I apologize for the inconvenience. Enabling our customers to use technology to work toward their mission is important to us, so thank you for taking the time to share that this hasn't happened so we can make it right. Based on the info you've provided, here's how we are working to resolve the problem. I have escalated to our customer success management team. They will review your complaint and attached information and someone will contact you to discuss. Once again, I apologize for the inconvenience. We will continue to do everything we can to improve experiences with our products.

  Customer response

  06/06/2024

  It has taken over a year for the business to respond in any way, and at this time our contract expired. What is still unresolved would be the monthly fees paid for no services provided and a monthly charge for depositing zero amounts of money into our account. In other words, there was a transfer fee charged, even when there was no money being transferred. The best resolution possible would be to refund them money we paid for without services being provided. 

  

  Business response

  06/13/2024

  Thank you for sharing your feedback. I am so sorry to hear about your unsatisfactory experience. We are committed to ensuring all our customers are satisfied. On this occasion, it appears there was a misalignment of expectations. We would love the opportunity to discuss this further and see how we can make things right. Someone from our customer success team will be in touch in the next 24 hours. Thank you again for bringing this to our attention. We are committed to improving our service and hope to earn your trust again in the future.
  

  Customer response

  06/20/2024

   
  Complaint: 21298011
  
  I am rejecting this response because I gave time to hear from customer service about resolving the issue. At this point I have not received a call or email from anyone. Again, they make promises and do not follow through. As expected they make it sound like they are trying to offer help, but more dialogue is not the answer, refunding the funds is the answer.

  Again, we were promised an APP for our church on ****** and Apple which never occurred. Even after asking about it they never contacted us to rectify the issue.

  Even after reporting our concern and asking them to cancel our agreement, they declined and still charged us for a service we were not using. Part of their platform was from fund raising and transfer of funds to our bank account when members gave to the church. However, after we stopped using them, and our giving was directed elsewhere they continued to charge us $19.95 to deposit Zero dollars into the churches bank account (see attached).
  
  Sincerely,
  
  *******************************

  

  Business response

  07/01/2024

  I escalated this request to our leadership team and one of our Directors of Customer Success reached out and left a message. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  ? The software has not even come close to meeting our needs that we made clear during the sales cycle and implementation phases that began in April 2022. ? We repeatedly made our use case requirements known since that time, and were reassured that the software was capable of meeting those needs. ? The software is not capable of meeting those needs, but it was positioned to be a comprehensive church management and automation software platform. ? Our organization is a small nonprofit who entered into a contract with Pushpay with the hopes of relying on their platforms expressed capabilities to expand our NPO, however we have been unable to do so because of the limitations that we have faced; limitations that were not clearly articulated to us. ? Since December 2022, we have made it known and clear to Pushpay that their software has several shortcomings that cause it to fail to meet our needs that we expressed clearly to the sales and implementation representatives. ? We have even provided our specific requirement again in the form of user stories, a commonly used format for statement of requirements for software development in the hopes that our needs could be met. ? There have been no actual attempts to support these needs. At best we receive an link to a standard FAQ document that does not actually address the issue, and a message saying that our need has been sent to the product team. ? After escalating the issue to the account management team, we were unsuccessful in gaining any further support and instead were confronted with instructions that we are under a contract and should make the best use of the platform. ? We feel that there was no interest in truly understanding and meeting our needs, but instead an emphasis in securing a contract for the ChurchStaq platform to lock our nonprofit into with no actual intention to meet the needs that we were reassured would be.

  Customer response

  06/15/2023

  Hello, since I filed complaint #******** there have been a number of developments.

  I requested specific actions from Pushpay. All have been ignored.

  • We requested that our donation payment processor be deactivated so that no further percentages of donations are then used to pay Pushpay. This has been ignored.
  • We requested that we be put in contact with an account representative to help us resolve this issue. This has been ignored and instead, we have simply been passed to another customer service representative who failed to provide any name or other specific contact information.
  • We had sent a written notification that we desired that our account not be renewed after this term due to our extreme dissatisfaction with the software. I received written confirmation on 4/10/23 that our contract was set to not renew.
  • However, we received an email on 6/13/23 that if we desired our account to be canceled then that would be noted on our account. The cancellation was already requested and confirmed on 4/10/23, leading us to believe that the first confirmation was not genuine and/or was removed without our knowledge. Had we not asked again, we would have been unaware that our request for cancellation was missing and would have been forced into an extension of the contract 90 days prior to its renewal on 4/15/2025.
  • This seems to be a clear effort at deception and misleading us to believe that the notice of our request for cancellation was processed when it clearly had not or had been deleted without our authorization.

  A portion of the negotiated contractual terms is the requirement that Pushpay maintains our mobile app in both the App Store and ****** Play Store. The app has dropped off of the App Store due to maintenance issues and when we notified Pushpay, their only response was for us to log in and make the changes, yet they are contractually required to do the maintenance. There has been no communication from Pushpay to us regarding anything outstanding that would block their developers from doing their required work.

  We believe that this failure to maintain our mobile app is a clear breach of the contractual terms. I have notified Pushpay of this and have added this to our WA Consumer complaint and FTC complaint. I have actually noted this multiple times with Pushpay and they have ignored my comments.

  Thank you for the support.

  v/r

  *************************
  Director of Operations
  Advancing Warriors International.

  

  Business response

  06/20/2023

  Thanks for reaching out. I'm so sorry. I know this is frustrating. We are taking this situation very seriously and will do our best to correct it. I have escalated your inquiry and someone will reach out soon. 

  Customer response

  06/20/2023

  Complaint: 20163070  
    
  I am rejecting this response because:
  
  This is not a response to any of the issues that I identified in my original complaint nor does it address any of the details that I submitted to ***************************************** to be added to the original complaint.
  
  This generic response is characteristic of the communication that I have been receiving from Pushpay. The limited communication that I have received is typically characteristic of a generic copy/paste response, but a response that fails to acknowledge or address the issue(s) at hand.
  
  This is a clear effort of evasion and a deliberate attempt to "trick" me as the customer into accepting a resolution/response that is in no way a resolution nor a response to the issues at hand. 
  
  As noted in my complaint update, I requested (and received confirmation of) a cancellation of our account at the end of the contract term. However, months later after continued issues with Pushpay, I was offered the opportunity to cancel my account after the contract term. 
  
  Why was I offered a cancellation if my cancellation request was already confirmed? 
  
  It is my assessment that my original request was never actually processed and the confirmation was false and was simply a response to temporarily placate and deceive us into believing that our contract would not be renewed. Had I not continued to press the issue, I would not have ever realized that our account was apparently not marked to not renew. Left unchecked, we would have been auto-renewed into a further 3 year contract. This contract "lock-in" approach appears to be a common practice at Pushpay, as opposed to providing support and services that were promised as they were promised.
  
  At the core of my complaint is Pushpay's apparent practice to negotiate in bad faith, to make superficial promises that are never delivered upon. Because of that, there is an inherent absence of any trust in their organization and therefore I refuse to ***** them any further trust or latitude. Based on my experiences dealing with Pushpay, this complaint will not be genuinely address and will instead be brushed aside; this is why I am rejecting this response.
  
  I do not accept this response and will not accept any response that does not address ALL of the issues.   
  
  Sincerely,
  
  *******************************

  

  Business response

  08/01/2023

  As promised, our team has reached out to this customer and a meeting is scheduled on Aug. 2, 2023 to discuss resolution. 

  Customer response

  08/07/2023

   
  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

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my utmost disappointment and concern regarding the services provided by PushPay company and the fraudulent charges that have been imposed on my account. Despite my initial trust and reliance on PushPay, our experience has been far from satisfactory.After speaking with a PushPay representative, I had high expectations based on the conversation that the issue of placing community Central in an unauthorized contract and several unauthorized charges would be taken care of. However, to my dismay, the level of service I received fell well below the promised standards.PushPay failed to fulfill its obligations as discussed. The services provided were not carried out in a timely manner, and the quality was significantly compromised and caused substantial inconvenience and frustration on our part.Furthermore, we have recently discovered several fraudulent charges on our company account statement, which I firmly believe have been imposed by PushPay company. These charges were not authorized by us, nor were they included in the agreed-upon terms and conditions. Such deceptive practices not only violate ethical business standards but also ***** the trust we had placed in PushPay.

  

  Business response

  06/20/2023

  Thanks for reaching out. I'm so sorry. I can definitely see how frustrating this is for you. We take your concerns very seriously, and I have escalated to our team. Please let me know a specific contact name to reach out to.

  Customer response

  06/21/2023

   
  Complaint: 20155398
  
  I am rejecting this response because: we have been told several times it's going to be escalated to someone and nothing has never been done.  There is no one to speak directly to everything the customer service is the worst I've ever encountered.
  
  Sincerely,
  
  Community Central

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spoke with *************************** when I was looking for an app (company) for our nonprofit. I did sign an agreement, but I DID NOT SEND THEM ALL OF THE REQUIRED DOCUMENTS. They have now charged ** $450 even though I NEVER sent in everything they needed to finalize our account. January 20th, 2023 1:00pm ******: Hey *******, it's ****** from PushPay. Underwriting got back to me. Do you have a second to talk today?*******: 1:04pm Hey....can't talk right now...I know you need a bank letter...is that what you are referring to?******: 1:16pm In regards to the address, I know you mentioned putting the restaurant address. They're asking for a lease agreement or utility bill. Showing something that you work out of there. Not sure if you'd have something like that. If you don't, we can change the address to ****'s home address. With that we just need a copy of ****'s drivers license. *******: January 20, *********** Oh ok...we might be changing bank accounts for the Be Renewed account....Bank of ******* told **** when he went in there this morning that they don't do letterheads anymore...if he wants that they will have to send something to the corporate office and it would take at least a week...He did get a letter from them though. BEFORE I MOVE FORWARD I want to make sure about what bank account we are going to be with... and I did see another company this afternoon that doesn't charge any fees like PushPay does...so I will get back to you earlier next week. ******: January 23, 2023 12:25pm Hey *******, just sent an email about the renewal terms. Hope it helps. Please let me know if there's any other concerns we can address.******: January 26, 2023 11:29am Hey good morning *******. Checking in on if you're still looking to move forward with **. Did you get to review the email I sent?They are incompetent and DISHONEST. They know they don't have what they need, but are still charging **. I cannot get a response for help from them. Stay away from this company!!!!

  

  Business response

  05/10/2023

  Hi *******. Thank you for your feedback. I'm so sorry your experience with Pushpay wasn't a positive one. I spoke with our CSM and account teams and I believe they have reached out to you with a solution.  Have a blessed day.

  Customer response

  05/10/2023

   
  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

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** has a page:Diesel Truck Parts and Accessories They are running a scam on vehicle parts asking for PushPay funds and giving basic scammer dialogue wanting more money thats refundable when you receive part. Account took $100 and asking for $70 refundable insurance to ship. Will not give invoice or picture of purchase product. When I pushed issue, they blocked me.PushPay name $Clauvert Phone ************

• Initial Complaint

  11/20/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed a contract for 12 months on 6/8/21. I canceled the contract on 6/17/21, at 8:58 am, they have a record of it. I was told by ******************* in writing the offer is valid until 6/30/21. Not sure what is going on here. I am a 501c (3) I have never opened a church or owned my own church. I got sick around that time with cancer. I have NEVER used any of their services. They have been billing me $200.00 a month ever since. I have been contacting them for well over a year, they have been billing $200.00/month and they are demanding fees of $1600 for services they have never provided. They are being unfear and unreasonable. They need to stop that. The contract was terminated 9 days after. The last email I got from them was 10 Nov 2022, they said they will not terminate the contract unless I pay them the $1600. I feel like I am being extorted. Please help me.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I considered moving from our current ***************** Software to Pushpay. I was paired with a sales person, who promised us everything possible but they are all lies. He told us he will be giving us 6months free to test and try the products and their package to see if it's a good fit for my church. And if it is not, we can always leave. That sounds interesting until we signed the contract blindly and agreed to work with Pushpay. Unfortunately, when it was time for implementation, we were loaded with hours of courses to go through before we can set up our system and begin to use it. Like seriously, I am buying a system to save me time, and you are giving me hours of courses to use your software, just for implementation. That's ridiculous. Anyway, I tried to use the system and go over some courses, but there are lots of glitches and a lack of features promised. So I contacted support stating that apparently, it's not a good fit for us, ***** we will not want to proceed after the trial for 6 months. As you would guess, after many back-and-forth emails, they denied it and refuse to cancel the contract. This is the second month we are being charged for the software we are not using. Terrible.

  

  Business response

  10/19/2022

  As we previously communicated to the customer, the contract that the customer signed does not allow for early cancellation. The customer had a free-period promotion applied through September 1, 2022, which has since ended. In the meantime, our implementation team is available to support product adoption so your team can see value from the software as quickly as possible. As of today, customer is being charged in accordance with the terms of their contract. Support is available at pushpay.com/support/ 

  Customer response

  10/19/2022

   
  Complaint: 18171088
  
  I am rejecting this response because: The sales person assigned to me, emphatically mentioned that they will be providing me 6month free trial of the product. Since they do not have demo version for me to see if the product is a good fit. This is why i agreed to proceed with them amidst my doubts. After the six month, I noticed the support team was unavailable to provide any setup support, instead they kept referring me to the Pushpay university, for anything i want. Which is unacceptable. So I am asking them to refund the amount they have paid and stop any furture payment. From other reivew mentioned online, its clear that such deception is a pattern with Pushpay.

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

  

  Business response

  11/02/2022

  We regret any misunderstanding about the terms of this customer's contract. But we value our customers and strive to ensure their happiness. Therefore, we are reaching out to this customer with a resolution after considering all feedback.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for Push Pay about a year ago, believing that their platform would help in our small non-profit. I have found that on top of the ****** per month package PP was also charging (according to their contract 3%) on credit card processing. However the last statement I got from them was ****%. Their service is too expensive for our small ministry. I have called numerous times only to be put on hold for long extended periods of time only to get a recording that says no one can take your call. After many calls I finally got a person and her response was there is nothing I can do. This company is not helpful to us and is putting our ministry in a financial bind. They have horrible customer service and do not care about us. We are not a church! Just a small non profit.

  

  Business response

  10/10/2022

  As we previously communicated to the customer, the contract that the customer signed does not allow for early cancellation, and the contract terms end on 10/19/2023. In the meantime, our implementation team is available to support product adoption so your team can see value from the software as quickly as possible. In terms of the processing fees, completing the *** compliance survey (which is the customer's responsibility) will reduce some of those fees. There are also opportunities for the customer to explore different credit card acceptance settings to further lower fees. As of today, customer is being charged in accordance with the terms of their contract. Support is available at pushpay.com/support/ 

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  PushPay offered me a free trial with no cancellation fees then continued to charge me $99/month after I fulfilled the 6 month trial. There was no warning or disclaimer given.After contacting them several times, there was no resolution even though they said the so called contract was cancelled. Yet I still keep getting invoices and EBT withdrawals.Even though I have blocked PushPay from those EBT withdrawals from my Bank, I still get invoices.****** ****** is the rep and does not return most of my emails or follow through with this complaint even though he apologized. The issue keeps being dropped between departments despite my numerous attempts to get this issue resolved.The company claims to help non profits and ministries. Mine is very small and they have done nothing but take money from me over the years without adequate customer support. Once theyve gotten the sale from you, youre left to rely on their tutorials to set things up.After paying $99/month for 12 months back in 2018, I did not want to use their service anymore because it wasnt benefiting a small ministry like mine. I told ****** this on a follow up sales call. Thats when he assured me if I try it again they will not charge me the monthly subscription but just the credit card transactions. And that there would be no cancellation fee.I wanted that in writing and got the email (attached).I used non of the features in 2021-2022. They began charging me and it has been very frustrating getting a solution from ****** and the rest of the Care team at PushPay.I want refunded ALL the charges.

  

  Business response

  09/08/2022

  Upon internal investigation, Pushpay found that an invoice was automatically issued (and thereafter paid by customer) during the review period of the customer's termination request. As of September 7, 2022, we can confirm that any invoices paid after the termination effective date have been refunded, and any outstanding invoices issued have been duly cancelled.

  Customer response

  09/08/2022

   
  Complaint: 17903406
  
  I am rejecting this response because:

  I never received one refund. I ask PushPay to provide proof of this. Furthermore, I am still receiving invoices.

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

  

  Business response

  09/26/2022

   The refund has been duly proceed in accordance with the Pushpay refund policies and procedures. It may take several additional days for the refund to appear on the customer's statements. This is outside of our control and we encourage the customer to check with their financial institution.

*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. ↩