ComplaintsforCheckFreePay Corporation

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  You are trying to deduct $39.98 from my acct every day if not a couple times a day. I do not want any service that you are providing at all please stop trying to deduct money out of my acct. Thank you!

  Business response

  04/16/2024

  Thank you for bringing your concerns to our attention.  In order to research, we are needing additional information.  What is the account information for the payments?  What is the description of this charge?  Do you have any documentation to provide?

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Starting approximately 05/01/2004, we have been charged $1.50 each month for what we were told was an automatic payment fee for our HELOC account. That account was paid off on 01/03/2024 and the charges continued, so we approached our credit union for an explanation. They stated that the charge did not originate with them, but was being withdrawn by US Bank. We approached them and they directed us to CheckFreePay Corporation. We approached them and they directed us to FiServ. They acknowledged taking the fees from our account, but would not say who authorized the payments or exactly what they were for. It appears that they have withdrawn approximately $360 from our account for no ******************** rendered. It was very difficult to track down what entity was responsible for the fee charged, since there was no company information attached to the transactions, making it look like the credit union was charging the "ONLINE BILL PMT/BILLINGFEE".

  Business response

  03/15/2024

  **************,

  We were able to locate a CheckFree Web Bill *** with a Town and County ************************* account.  Our records indicate you contacted our customer ****************** on March 8, 2024, and requested your profile to be canceled. 

  As a courtesy we have submitted a refund of $50, this will credit to the bank account associated with the Bill *** profile in 3-5 business days.

  If you have any questions or concerns please do not hesitate to contact us. 

   

  Thank You, ******

  Customer response

  03/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since Jan 18th 2024, I have been trying to recoup the funds to a bill that was paid to the wrong ******. This is not the first time this occurred so when it happened I immediately contacted my property manager, who in turn immediately contacted RealPage Support to rectify the situation on Jan 19th 2024. On Jan 24th, my property manager got the response from RealPage Support that the case was closed and a refund would be posted. I did not receive a call so I contacted RealPage Support to see if the situation was truly resolved. On Jan 26th 2024, they confirmed that I could go to the original store and pick up my refund. On Jan 26th, I was told by ******* that the refund was not available and to contact CheckFreePay. Since then, I have been repeatedly told by RealPage support that the case was handled and that a refund could be picked up from *******, I was even provided with the refund reference number which I'm told can only be issued by CheckFreePay when the matter is settled. My property manager is getting the same information from Real Page that the issue is resolved and the reference number to track it with. I am being told repeatedly by CheckFreePay that no refund has been issued. That I need to contact RealPage. I am told by CheckFreePay that they have not been contacted by RealPage but RealPage is saying they have. This is all extremely frustrating to be constantly told by one half of the equation (RealPage) that the situation is resolved & I can pick up my refund only to be told by the other half of the equation (CheckFreePay) that they haven't been in contact with RealPage at all & that nothing can be issued as nothing has been rejected. Please note, that the case number provided to me by CheckFreePay, #*******, regarding this situation was not assigned until Monday, Jan 29th, 2024. I have uploaded & emailed (Jan 30th) CheckFreePay with no response. The ******* store & my property manager have been in contact (Feb 5th) with CheckFreePay with no results.

  Business response

  02/20/2024

  Ms. ********,

  Thank you for reaching out with the stated concerns. We apologize for any frustration caused in trying to get a refund for the misrouted funds. We reached out to ******* to arrange a refund and have been advised that you were refunded by the store on 2/19/2024.

  We believe this issue is now resolved however if you have not received the refund or have any further issues regarding this transaction please do not hesitate to reach out to us. 

  Thank You, ******

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I receive an email when my bills are paid, but all the links in the email go back to the website which does not work. mycheckfree.com This is the error message: This page isnt working mycheckfree.com didnt send any data. ERR_EMPTY_RESPONSE. I cannot log in, therefore I cannot access my account, view my bills, ask for help, contact customer service, stop my service. *fortunately, they are paying my bills, but I have NO access to their website. I have tried multiple times over the past three weeks and there has been no change.

  Business response

  09/07/2023

  Thank you for bringing your concerns to our attention.  In communicating with the appropriate Team, we note there are no knowing issues or any other reports of the MyCheckFree.com site being down or any outages.  In our attempt to access the site, we did receive an error message on the first try, but were successful after that multiple times.  We recommend that you clear cache and cookies, browsing history.  We do not show any record of you contacting Customer Support for assistance.  **************************** support contact information is on the Contact Us link at the bottom of the message email you received on the screenshot you provided.  You may contact ************** and support hours are from 8:00 AM - 9:00 PM, ET M-F and 8:00 AM - 5:00 PM ET on Saturday and Sunday.

   

   

  Customer response

  09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I cleared my cache, and was unable to use the link in my emailed bill.  It still did not work from my laptop or my cell phone.   

   

  From the email attached, I cannot use the View ****** link, I cannot go to Bill *** and Sign in and there is nothing when I try to Contact us.  Also, there is NO phone number on the email - so I am unable to call your customer service team.  
  
  Regards,
  
  *************************

  Business response

  09/11/2023

  As previously stated, we provided you with the phone number for Support.  Please contact ************** and support hours are from 8:00 AM - 9:00 PM, ET M-F and 8:00 AM - 5:00 PM ET on Saturday and Sunday.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had been making monthly payments of (******), to **************** Serving loan (#**********). On Feb. 9,2023, I became aware that the payments were not process (retuned) since (/2019. On Feb. 11,2023, I called and received payment history (Stubs Report) from CheckFreePay for (40) payments x (******) = $5,600). Feb. 24,2023, I called CheckFreePay and they acknowedged (13) payments on hand, on March 3,2023 I received refund for (13) payments for an amount to ($1820). Waiting for a reply on the rest of the payments, I called CheckFreePay again on April 4,2023, spoke with a supervisor and she said she would look into it. I have tried calling several times with no reply, callback or no phone call pick up. CheckFreePay should acknowledge the whereabouts of the remaining (27) returned payments, they should issue a refund or what happened to the funds.

  Business response

  08/29/2023

  Thank you for bringing your concerns to our attention.  In order to research your concerns, we are needing additional information as we cannot locate an account by just your name.  Do you have any transaction receipts?  Can you provide your account information where the funds were to be deducted?  

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  see attached

  On the original email when I file the complaint there was an upload buttom for the documents, which I did but maybe it did not go through. I will send the documents again.

  
  

  
  
  Regards,
  
  *************************

  Customer response

  09/01/2023

  I email the copies yesterday, the reply was that they were received. ???

  i will send them again. 

  Any additional problem, please feel free to call me **************.

  Business response

  09/05/2023

  As requested previously, please provide any receipts for your transaction.

  Customer response

  09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Atten: *************************

  
  

  ON Sept. !, 2023, I uploaded (3) documents 

  
  

  !. Payment History 

      From CheckFreePay ***************** Department))

  
  

  2. Stubs Reports (2) pages

      showing the Acct. number, Dates paid, **** of payment and Terminal ID.

  
  

  so what is the reasoning here, as this is not being resolved. Are they requesting the actual receipts?

  
  

  I have the actual receipts that I will have to scan to upload.

  
  

  I will need an actual upload email to go to the proper location.

  
  

   

  
  

  
  

  
  

  
  
  Regards,
  
  *************************

  Business response

  09/13/2023

  We are asking for transaction receipts.  Please provide.

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  **** these are the requested receipts for payments made from 2019 theu 2023.

  Please note no receipts founded from (2) payments 10/26/2019 ref: #CA1354-1297-2 & 1/24/2023 

  ref:#CA1354-****-3.  These payments can be verified by the payment Stub Reports.

  
  
  Regards,
  
  *************************

  Business response

  11/02/2023

  We understand that you have been paid via bank wire transfer on 10/27/23 for $3500.00.

  Customer response

  11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  On Nov. 2, 2023, I received a text message to confirm a payment of $3500.00, which I did received the stated amount, but there is a remaining amount of two (2) unpaid payments. I could not find the copies of the payment receipts but the CheckFreePay history of payments shows the payments, dates, account number & payment receipts numbers. I`ve included a copy of the payment history.
  Regards,
  
  *************************

  Business response

  11/16/2023

  We understand the two remaining payments were refunded back in 2019/2020 to ******* who advised they will be reaching out to you to resolve.

  Customer response

  11/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, I made a payment to CheckFree Pay online for my *********** Auto Loan on 8/14/2023 at 9:48am for $448.98. I used my debit card, and the funds were taken right away, and the company could not tell me where my money went. It took a long time to get any answers. I tried to call and could not get through as well. I want to know where my money went. Thank You

  Business response

  08/22/2023

  ****************,

  Although the payments processed correctly on our end, there was an issue with payments made on 8/13 and 8/14 not posting on the billers end. This issue was resolved on 8/17/2023. Your payment should not be posted. If you have any questions please reach out to Capital One. 

   

  Thank You, Fiserv

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Never signed up for this service. Would like the refund for $39.90.

  Business response

  08/07/2023

  Thank you for bringing your concerns to our attention.  We will need additional information to assist.  ************ are you referring to that you did not sign up for?  CheckFreePay Corporation is a face to face service to pay bills via walkin at Walmart.  Is there a business name?  What is the description for the charge on your bank account?  Upon receipt, we will be able to assist further.

  Customer response

  08/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Kroger Store #*** in **************, July 6, 2023, to pay my auto Insurance. They use a service called Checkfree. My insurance is with the ****************** I got a notice from my Insurer that they had not received payment. I sent my insurer a copy of my receipt from ******. They said ****** had entered ***************************** This is not my first time paying here, I am not sure what they did differently. Check free has been telling me for the last 3 weeks that they would refund my money. I have been run around by ****** and Checkfree to receive a refund. ****** sends me to other Kroger branches to talk to different people. No one is being upfront and my insurance has gone unpaid for almost a month.

  Business response

  08/08/2023

  ********************,

  Thank you for reaching out with the stated concerns.

  In order to assist we need some additional information: 

  -Customer name and address
  -Service account number
  -Email address used for your profile
  -Financial Institution used for Bill *********** from account number
  -Pay to account number
  
  Once we receive the additional information, we will expedite your issue and have someone contact you as soon as possible.
  
  Thank You, ******

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  07/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been contacting this company to cancel my online service for over 60 days. This is an online service I have repeatedly requested via the company's online system to cancel the account. Each time they ask that I call their call center. I've made repeated calls to the company's call center with long wait times and no result. Fees have been charged for 3 periods where I no longer am using the account and have made multiple request to cancel.

  Business response

  08/02/2023

  ****************, 

  Thank you for reaching out with the stated concerns. We were able to locate a CheckFree Web Bill *** profile for you. Notes show that you reached out via email regarding closing your account on 6/10/2023 and were directed to **************** to close the account. 

  We have canceled your **************** as requested. Monthly fees are charged for $2.95. We have processed a refund $8.85. A confirmation letter has been mailed to you. 

  Please do not hesitate to contact us should you have any further questions or concerns at ************.

   

  Thank you, ******

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a copy of the email sent to me as a comfirmation of payment. As of 7/05/2023, *********** Auto hasn't received the payment I made through CheckFreePay.Payment Processed for ***********Dear *********** Customer,Your one-time payment made on 7/1/2023 10:54 AM CT of $197.00 was successfully processed for account ending in *****. Here are the details of the payment:Confirmation Code: p236WK235Z Payment Amount: $197.00 Fee Amount: $3.40 Total Amount: $200.40 The payment was funded from the following payment account:Account Number ending in: ***** Please save this confirmation for future reference.Thank you,CheckFreePay Please do not reply to this message. Replies to this address are routed to an unmonitored mail box.Your payment will post to your *********** account in 1-2 business days. You can check your payment status anytime by signing into your *********** online account at www.capitalone.com/sign-in or use the *********** mobile app.

  Business response

  07/09/2023

  Ms. **************** you for reaching out with the stated concerns.
  The payment was submitted on July 1st, a Saturday, business days would be Monday-Friday. Therefore, the transaction would not be processed until Monday, July 3rd, as your first business day. Due to Tuesday, July 4th, being a holiday this does not count as a business day. Your second business day would be Wednesday, July 5th. The payment should be posted on Thursday, July 6th. 
  While we believe this explains the timeframe needed for posting, do not hesitate to reach back out to us should you have any further questions or the payment has not posted.
  
  Thank You, Fiserv

  Customer response

  07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached documents showing that my payment has not posted to my *********** Auto finance but has been withdrew and has posted from my bank account. I am requesting a full refund ****** which includes ****** payment and **** fee in paid out in total.

  Thank you for your time and assistance.
  
  Regards,
  
  ***************************

  Business response

  07/19/2023

  Dear Ms. ************************ payment was processed as entered online. (see attached)  Please reach out to the ****** to have them apply the payment to your account if they have not already done so.

  thank you.

  Fiserv

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I need my case to be reopened and reviewed for the issue wasn't resolved and the money has not been recovered .

  
  

  Please reconsider the current action and reopen the case.

  
  

  
  
  Regards,
  
  ***************************

  Business response

  08/08/2023

  Ms. ******,

  This payment was made via the web. We show that the payment was successfully made to *********** Account number *************. Please confirm this is the correct account number. 

   

  Thank You, 

  Fiserv

*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. ↩