Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an overdraft issue with my bank that resulted in a chargeback on my rent payment. It was resolved and payment made via bankdraft. It my first issue and I would like my account restored.

  Business Response

  Date: 04/05/2024

  Clickpay/RealPage is a third party payment processor. The complainants property management company blocked the complainants ability to initiate payments via the Clickpay portal.  The complainant will need to work with their property management company to restore the account. 

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clickpay was paid $628.73 from ************************* Discover Card account on 10/10/2023. Discover sent a letter to Clickpay via email confirming that payment was made. Clickpay was supposed to pay $628.73 to ***************** ********************* for monthly *************** on ****** property- ******************************************************************************. Clickpay did not pay the *************** and claims Discover Card never sent them $628.73. Discover Card has confirmed they made that payment to Clickpay and have proven the transfer of funds. ***** is seeking a refund from Clickpay in the amount of $628.73. ***** has made multiple attempts to resolve this issue with Clickpay just to be hung up on over the phone.

  Business Response

  Date: 04/02/2024

  Clickpay/Realpage is a third party payment processor that processes payments for property management companies. Clickpay/Realpage received the complainants Discover chargeback case. Clickpay/Realpage followed the credit card chargeback process and as a result, the funds were taken from the *** and credited to the cardholders Discover card. According to the Discover chargeback case history, Clickpay/Realpage has not received the chargeback reversal of $628.73 from Discover.  We encourage the complainant to contact the phone number on the back of their Discover card for assistance with the chargeback reversal.

• Initial Complaint

  Date:02/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Double charged

  Business Response

  Date: 02/05/2024

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. On 1/30/2023 the complainant setup an automatic payment in the amount of $1,400 that was scheduled to debit the complainants bank account on an annual basis. On 1/30/2024 the Clickpay/Realpage system automatically debited the complainants designated bank account in the **************** portal as instructed by the complainants scheduled autopay setup. The complainant also mailed a physical check which was processed on 1/25/2024 in the amount of $1,473. The complainant will need to reach out to their property management company to resolve the two payments. Additionally the complainant can review their scheduled autopay in their Clickpay portal.

• Initial Complaint

  Date:01/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent email saying I had an outstanding bill of *******. That there had been an issue with my credit card company and that even though I had paid my monthly rent the transaction did not go through. The problem with this is that I did not use a credit card. I used direct transfer from my bank account. This is at worst fraud and best incompetent. The total the came up with was not broken down as to when the problems occurred just between 30 Jan 23 and 19 Oct 23.

  Business Response

  Date: 01/22/2024

  We have researched this matter and Clickpay/Realpage has communicated with the complainant to resolve this complaint directly with the complainant. 

  Customer Answer

  Date: 01/25/2024

  
  Complaint: 21159073
  
  I am rejecting this response because: ******* said they would follow up from me after transferring me to another department and no one ever did.
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 02/02/2024

  The complaint was routed to the ************** team at Clickpay/Realpage. The complainant was sent an email from ************** on 1/19/24. The ************** team reached out yesterday, 2/1/24 to follow up with the complainant.

  Business Response

  Date: 02/06/2024

  The complaint was routed to the ************** team at Clickpay/Realpage. The complainant was sent an email from ************** on 1/19/24. The ************** team reached out on 2/1/24 to follow up with the complainant.

• Initial Complaint

  Date:12/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  URGENT I NEED CLICK PAY TO UNBLOCK MY ACCOUNT TO MAKE MY RENT PAYMENT. THE ISSUE THAT CUASED IT TO BE BLOCKED HAS SINCE BEEN RESOLVED WITH THE APARTMENT COMMUNITY ....CLICK PAY NEEDS TO UNBLOCK MY ACCOUNT SO I CAN MAKE MY PAYMENT , ***************************!ClickPay ID: ********** Account **** **************************************************************************** Balance As Of 01/01/2024 $3,155.00

  Business Response

  Date: 12/29/2023

  It is Clickpays policy to restrict the ability to make payment via the Clickpay portal when there have been multiple chargebacks on a resident account. In the case of the complainant there were multiple payments that were charged back which led to the restriction of the complaints ability to make payments using the Clickpay portal. Clickpay has communicated with the property management company regarding this complaint and has been instructed not to unblock the account. The complainant will need to work directly with the apartment community on any future payments. Clickpay considers this issue closed.

  Customer Answer

  Date: 12/29/2023

  
  Complaint: 21067684
  
  I am rejecting this response because:  Dear Clckpay.. the chargebacks were open on error and have all since been closed    Customer did not intentionally charge back anything and all charge backs were dropped and resolved.  
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/14/2024

  As we mentioned in our oringinal response, Clickpay communicated with the property management company regarding this complaint and has been instructed not to unblock the account. The complainant will need to work directly with the apartment community on any future payments. Clickpay considers this issue closed.

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  URGENT THERE IS A MASSIVE ACCOUNTING ERROR GOING ON. I SENT YOU PROOF THAT ALL 3 DISPUTES WERE DROPPED THAT I OPENED. THESE DISPUTES WERE DROPPED WITH MY BANK. HOWEVER NOW THE LANDLORD IS TRYING TO EVICT ME AS YOU DID NOT UPDATE YOUR RECORDS TO LET THEM KNOW THE DISPUTES WERE DROPPED. SEE ATTACHED DOCUMENTS FOR PROOF. PLEASE REACH OUT TO **************** AND GET THIS FIXED IMMEDIATLY. I DID NOT GET THIS MONEY BACK FROM THE ****************** ***************************!ClickPay ID: ********** Account **** **************************************************************************** Balance As Of 10/01/2023 $9,465.00

  Business Response

  Date: 12/18/2023

  Realpage has not received the complainant's "oringinal" bank documentation for the three chargebacks. Please provide the "original" bank documentation letters. As of today Realpage has not received notice from the complainant's credit card companies that the three chargebacks have been dropped.

  Customer Answer

  Date: 12/18/2023

  
  Complaint: 21007638
  
  I am rejecting this response because:   THIS FULL PAYMENT WAS MADE TO THE LANDLORD TODAY, MY BALANCE IS NOW $0   PLEASE UNBLOCK MY ACCOUNT  , REMOVE THE BLOCK FROM MY ACCOUNT
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/29/2023

  It is Clickpays policy to restrict the ability to make payment via the Clickpay portal when there have been multiple chargebacks on a resident account. In the case of the complainant there were multiple payments that were charged back which led to the restriction of the complaints ability to make payments using the Clickpay portal. Clickpay has communicated with the property management company regarding this complaint and has been instructed not to unblock the account. The complainant will need to work directly with the apartment community on any future payments. Clickpay considers this issue closed.

  Customer Answer

  Date: 01/03/2024

  
  Complaint: 21007638
  
  I am rejecting this response because:   Bank verified chargebacks were open on error.  Customer did not cause or open chargeback intentionally.   Please unblock account
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/14/2024

  As we mentioned in our oringinal response, Clickpay communicated with the property management company regarding this complaint and has been instructed not to unblock the account. The complainant will need to work directly with the apartment community on any future payments. Clickpay considers this issue closed.

• Initial Complaint

  Date:09/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company, Janart ************* and subsequently, our managing agent, has been part of a long standing contract with ClickPay, LLC, which is platform for receiving real estate payments, including checks, echecks, cash and credit and debit cards, on line.The nature of the complaint is that there was a significant error in the allocation of tenant payments through the ClickPay system, resulting in payments being misapplied to the incorrect tenant account.Specifically, between June 2022 and February 2023, one of our tenants, Buka Dermatology, who was a new tenant, tendered payment to us under an allocated account code of ********************** account ********. However, that account number ******** was actually assigned to a different tenant, Mula 79 Inc, which vacated the premises in April 2022. Between June 2022 through February 2023, **** made payments totaling $52, ****** via the ClickPay system, however, these funds were misapplied to the Mula account.We have made various phone calls and emails to Click Pay, both from ABS, the managing agent, and from myself at Janart Equities, in order to get a detailed incident report explaining the cause of this payment misapplication. We have never received such a report. We also engaged a lawyer to write a demand letter for the incident report in July 2023, which also went unanswered.We are asking, as a resolution to this complaint, that Click Pay send us a detailed incident report, explaining how these tenant accounts were crossed, and leading to a significant loss of income.

  Business Response

  Date: 10/05/2023

  After researching the incident described by the complainant,it appears the TCode T0000590, indicated in the complaint was indeed assigned to Mula 79 Inc. However Clickpay/Realpage does not generate the Tcodes, this data comes from the property managements accounting software.  Yardi API was recorded as the accounting software company. The user email address/profile for Buka Dermatology had been attached to the Mula 79 Inc.'s unit and Mulas 79 Inc.s Tcode T0000590 through the Yardi API file that was sent to Clickpay/Realpage.  As the Tcode T0000590 was attached to the profile for the user email address for Buka Dermatology, this caused Buka Dermatologys one-time payments to be applied to Mula 79 ******** that the Tcode T0000590 is disabled in the Clickpay system, the Clickpay system does not display the date the Tcode T0000590 was attached to the user email/profile. ****************/Realpage received the file from the accounting software company and processed the payments as instructed by the tenants. We encourage the complainant to reach out to their accounting software company regarding how the Tcodes were assigned to their tenant profiles. 

• Initial Complaint

  Date:09/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company posed as a credit collection company of my HOA. However, the HOA said they did not use this company.

  Business Response

  Date: 09/15/2023

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. The property management company controls the payment channels, the payment types available to their residents and any fees associated on their residents’ accounts. Clickpay/Realpage is not a credit collection service or company. 

• Initial Complaint

  Date:08/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my bank stop all electronic auto drafts because of double billing my account. Once I did that FirstService began auto drafting my bank account so I stopped payment to them. I opted out of auto pay on their website. They have continued to attempt to electronically withdraw my money and when my bank reversed it they charge me a late fee.Also when I first signed up for auto pay for my quarterly dues at ************* condos in ***************** *******; they sent me a 40$ fee stating I had given them the wrong routing number. I knew I checked that number twice but I had no proof so I paid the fees. Now I see on your complaints they do this to others. I would like my wrongful late fees back and another option other than electronic withdrawal to pay my dues.I have never had one late payment in 7 years until FirstService and Click Pay came.Thank you.

  Business Response

  Date: 08/29/2023

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. On 6/5/2022 the complainant initiated two payments. Clickpay/Realpage processed the payments as instructed by the complainant. The complainants bank returned the payments using Nacha return code R03-unable to locate account. On 6/14/2022 the complaint corrected the account number by adding a digit to the beginning of the account. After the complainant corrected the account number, the payments were successfully processed. The complainant also called on 6/14/2022 at 09:37:01 AM to establish his quarterly automatic payment for the amount due and/or maintenance to start on 09/05/2022. The complainant called again on 08/26/2022 to move his autopay date to 10/01/2022 for the amount due and added a Special Assessment payment as one-time autopayment for the fixed amount of $725.00. After the Special Assessment payment was processed on the requested date of 10/01/2022, the autopay for the Special Assessment automatically ended. On 7/11/2023 ClickPay received a stop payment notification from the complainants bank for the payment processed on 7/05/2023 for $750. ClickPay does not assess or remove fees from the resident statement. Any late fees appearing on their statement would be assessed by the property management company. Unfortunately, ClickPay does not have any additional information regarding these fees. We would suggest reaching out to FirstService Residential for further assistance.

  Customer Answer

  Date: 08/30/2023

  
  Complaint: 20489368
  
  I am rejecting this response because: The late fees have been wrongly charged to me. Both Click Pay and ************* POA in ***************** ******* were notified 3 ways NOT to electronically take money from my account yet they continue to do so knowing my bank will return the *** attempt! See attached proof from my bank that although I sent them a check for my quarterly dues to be deposited in a normal manner they sent it through as an electronic *** payment! If they had deposited it a normal manner there would be a ch class number. I have already caught them double billing my accounts and they wont stop with the *** attempts! I have left a recent message to the General Manager ***** at Ocean Village POA but she has not responded. This seems to me this is theft that wont stop!
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/07/2023

  Per the complainants request this is to confirm that effective immediately, the Auto Pay has been canceled and no future payments will be submitted through our system. Any late fees appearing on the statement would be assessed by the property management company. Unfortunately, ClickPay does not have any additional information regarding these fees. We would suggest reaching out to FirstService Residential for further assistance.

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to pay my correct rent for months now. The previous managers and the current ones have both gone over my account and realized the balance due was incorrect. Due to click pay not allowing separate amount transactions I have been unable to pay rent and the HR or office is not helping at all and hasnt been for months now, as this charge has been left on after five times of asking when it will be removed over the course of 6 months. I am not sure who else to contact as I am still unable to pay rent and the leasing management or HR cannot seem to respond at all. Please help.

  Business Response

  Date: 08/18/2023

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. The property management company controls the payment channels, the payment types available to their residents and any fees associated on their residents accounts. On August 10th, 2023 the complainants property management company restricted all payment channels for the complainant. The property management company also restricted the resident from making partial amount payments. The Clickpay/Realpage system does not restrict the resident from separating their transaction amounts rather this is at the sole discretion of the property management company.  The resident will need to work with their property management company directly for a resolution to this matter.