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:06/23/2023

  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 use click pay to submit my rental payment every month I have reach out to them several time to refund me my overage balance with no luck they are telling me I have to speak to management office to get the refund. Unfortunately the ***** ****** ********** ***** does not answer calls or emails

  Business Response

  Date: 06/26/2023

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. After a payment is initiated, the payments are deposited to the property management company.  It is at the Property Management Company’s discretion as to whether they are willing to return the funds to the complainant or not. Clickpay/Realpage is not able to determine if the complainant is entitled to a refund from the property management company, that decision resides with the property management company. The complainant will need to look to the property management company directly for resolution.

• Initial Complaint

  Date:06/21/2023

  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.

  Spoke to a representative she was very impatient and rude. The phone disconnected I called back (same lady by the name of *** claiming she wasnt the last person. I asked for her reference number and she hung up on me I called back, **** answered. Spoke to him about what was going on and he acted as if he had no clue what was going on and that we can start all over. As I was explaining he mentioned the same conversation I previously had with past representatives. After getting some possibilities. Bottom line that they werent going to refund the bounced payments back, he repeatedly said hes sorry and he couldnt do anything. Then I thought he was being professional so I said its ok we learn he then said have a great day I said thank you and again have a good day I thought he didnt hear me again I said thank you we learn he said again and thats when I realized he was being smart. I will never use this way of payment again. Your representatives are totally unprofessional and have no patients. Because of the accents I was unable to fully understand and when I stated Im sorry I dont understand she became very impatient and rude. I set up auto pay and when you have a scheduled payment and cancel it doesnt cancel the last payment and blah blah blah I got charged 16 for bounced payment and I have the money there so I was told to contact my bank to hat I called them to cancel which Ive never done. Im lying click pay more than my rent. Ill go back to mailing my rent. Im done with the sarcasm and the acting when matters is very important. I need straight talk not talking around.

  Business Response

  Date: 06/26/2023

  Per the complainant's request, the Clickpay profile has been deactivated today. Therefore the complainant will no longer receive correspondence from ClickPay or auto payment drafts through the Clickpay system. 

• Initial Complaint

  Date:02/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This merchant is trying to charge convenience fees on their product when they are going against payment network rules. For example, they have cited Visa Rules about convenience fees previously to justify their fee structure. However, Visa Core Rules 5.5.2.1 table 5-6 (which they have made reference to in their response to another complaint on 12/02/22) clearly state that the fee can only be: 1) Not charged if the Merchant operates exclusively in a Card-Absent Environment, 2) Applicable to all forms of payment accepted in the payment channel, and 3) Not charged on a Recurring Transaction or an Installment Transaction. Clickpay is violating these rules in the following ways, respectively: 1) ClickPay operates in an exclusively card-absent environment. 2) ACH is not charged in the same payment channel even though all other forms of payment are. 3) Autopay still charges the convenience fees even though it is a recurring transaction.

  Business Response

  Date: 03/08/2023

  Adherence to all payment network rules and guidelines is a priority to RealPage/Clickpay. In response to the complainant, we provide the following.
  
  1. Property Management Companies (PMC) do not operate exclusively in Card-Absent Environment. PMC’s contracting with Clickpay offer their tenants multiple payment methods such as direct payment to the leasing office, lockbox services, and ACH and Credit card processing services provided by ClickPay.
  2 .All card brands are assessed a fee based on the card brands rules and regulations. Visa is the only card brand that mandates a fixed and flat fee be assessed, other card brands allow for a percentage of the transaction amount. Clickpay makes every effort to align the fixed and flat fee to that which is charged on the non-visa card transactions (i.e., 2.95%). With respect to ACH payments, they are governed by a different organization called NACHA. As such, the card brand rules do not apply to payments made by ACH.  
  3. The definition of a recurring transaction as it relates to the application of convenience fees by Clickpay do not apply because the requirements associated with a Recurring or Installment payment are not met. Consumers can cancel or change payment methods, frequency, amount, or type without penalty.
  
  The application of Convenience fees by RealPage has been addressed with the card brands and regulators and we have been found to follow their rules.

  Customer Answer

  Date: 03/13/2023

  [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

  Date:01/31/2023

  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.

  My account was setup on auto pay. I was unaware that once my payment plan was done that I would need to cancel auto pay. They continued to charge my account. 2 payments were returned for NSF and one payment was taken on September. I have contacted them several times to ask for a refund of 296.66 of the over payment charges. The total I was to pay was$ $750.

  Business Response

  Date: 02/03/2023

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. After a payment is initiated, the payments are deposited to the property management company. In reviewing the event history for the complainant, the records show that monthly automatic payments were established on 2/19/2021 and the complainant selected the auto pay option, “until I change or cancel this payment”. This means the system will process the auto payment as scheduled until he cancels it himself.  The system processed the automatic payment as instructed until the complainant called on 10/26/2022 and cancelled with a Clickpay/Realpage support representative.  The complainant called again on 10/27/2022 asking how to remove the returned check fee. The representative advised him to contact the property management company for further assistance as the property management company controls this. He called again on 12/30/2022 regarding a refund for the returned check fee, again the representative referred him to the property management company as this is outside of Clickpay’s control. The complainant also emailed Clickpay/Realpage support on 12/30/2022 regarding an overpayment and returned check fees. A Clickpay/Realpage representative responded on 1/4/2023 that he will need to contact the property management company for further assistance with a refund as this is outside of Clickpay’s control. Clickpay only facilitates the transaction activity, we do not retain the fee. It is at the Property Management Companies discretion as to whether they are willing to return the funds to the complainant or not. Clickpay/Realpage is not able to determine if the complainant is entitled to a refund from the property management company, that decision resides with the property management company. The complainant will need to look to the property management company directly for resolution.

  Business Response

  Date: 02/14/2023

  Clickpay does not assess any returned payment fees to the residents. As such, the complainant will need to negotiate any fees with the property management company as Clickpay does not assess a fee to the residents. If the fees are related to insufficient funds fees (NSF's) from the complainant's bank, the complainant may reach out to the bank as well. 

  Customer Answer

  Date: 02/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: waiting on company response.
  
  
  
  Regards,
  ***** ******

• Initial Complaint

  Date:01/17/2023

  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.

  Clickpay double charged me for my 3rd quarter HOA payment. After many attempts to communicate with them I had no recourse but to contact my bank and dispute the second charge taken in August 2022. Result? Clickpay assessed a chargeback of $40 and blocked my account. Additionally, Clickpay seems very shadoy in the way they inform and conduct business. I want the chargeback erased, the account reopened and an apology!

  Business Response

  Date: 01/19/2023

  Clickpay/Realpage is a third-party payment processor for property management companies to facilitate payment processing. After a payment is initiated through Clickpay/Realpage, the payments are funded to the property management companys possession. In reviewing the event history for the complaint, the records show that monthly automatic payments were established on 06/25/2022 to begin on 07/01/2022 as a fixed amount of $1,124.03.  On 7/1/22 the system processed the automatic payment as instructed until the complaint canceled it on 08/03/2022 15:54:36 PM.  Our email representatives responded to the complaints email concern on 8/4/2022 at 9:58 AM that for any refund requests the complaint needed to contact the property management company for further assistance. Additionally, ClickPay/Realpage passes any chargeback related fees to the property management company on a monthly invoice. It is at the managements discretion whether they pass the chargeback fee to their resident. Per Clickpay/Realpage company policy, once a user issues a credit/debit card chargeback they are no longer able to utilize the payment system. For this situation, the complaint can request the property management company to contact Clickpay/Realpage and request to unblock the payment access, as well as to request a refund for the overpayment and reimbursement of the chargeback fee.

• Initial Complaint

  Date:12/16/2022

  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 called into clickpay because i could not understand the 55 dollars i have been being charged since 9/22. I spoke with a rep and after explaining the reason for my call I was hung up on. I called back and asked for a manager and was told not not. I proceeded to explain to the Rep ******** that I have been charged an extra 55 a month in fees the rep said that it was ***** I explain that I spoke with **** and they explain that this was a click pay fee. The rep the stated we have had this in effect since 10/22 I explained that they have been charging me since 9/22 and that I was under the impression that this was going toward my rent. I explain that it is very misleading on there site and that there should have been something presented to the payers to explain this increase he stated that this is not there policy. What he failed to explain was that this fee was a result on the company being under new management and they failed to inform the consumers of this change. I also have been experiencing long delays in my account updating. Just an all around horrible company

  Business Response

  Date: 12/29/2022

  The complainant called Clickpay Support on 12/16/2022 to seek more information about the $55.45 **** fee applied to her payment using a **** credit card, unfortunately the first call was inadvertently disconnected. 
  The complainant called back and was assisted by another agent. The complainant requested to speak to a manager or supervisor. The agent tried to de-escalate the call and informed the complainant that the increase in the service fee, when paying with a **** card, took effect on October 5, 2022. However the **** fixed and flat fee increase actually took place in September for this location. Due to this conflicting information and frustration this has caused, Clickpay/Realpage will process a onetime refund in the amount of $55.45.

  Please be aware that ClickPay only sent communication to the residents who are enrolled in scheduled payments with a **** credit card, debit card, or prepaid card prior to the new **** fixed and flat rate service fee taking effect. As the complainant is submitting onetime payments, the payment and fee breakdown is disclosed prior to authorizing the payment on the payment screen.

  
  As for the desired outcome,Clickpay does not report to the credit bureaus, therefore a change to the credit report cannot be made. Again a onetime refund in the amount of $55.45 is being sent.

  
  

• Initial Complaint

  Date:11/21/2022

  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.

  Click decided to implement a flat fee processing only for **** Cards. They typical charge ****% or $3, like most other companies. I received an email saying there was now a $47 flat fee (on a charge of $11.50). After a call with the agent - I was assured this was not the case- I had her write me an email stating what the charges where. Despite this -I was still charged $47 fee and have to call to have chargebacks issued. The company provided false information, made no attempts at restitution and generally doesn't understand English. Flat rate doesn't mean a flat dollar amount, its a set service fee applied. They are charging me the same service fee as someone who pays 100x what I pay and just lousy company.

  Business Response

  Date: 12/01/2022

  Realpage understands the frustration with the recent increase in the ************ fee. ClickPays standard rate for card transactions is ****%. Unfortunately, as of 10/20/2022 **** rules require their fees to be "fixed & flat" which is calculated based on the average lease payment amount for the apartment community. Other card brands allow us to assess the standard ****% on the transaction amount. To avoid paying the higher fee amount on **** transactions going forward ClickPay suggests that tenants and other payors use a non-**** card for non-rent related payments. This will allow us to assess the standard ****% on the actual amount versus having to charge the tenant or payor the fixed and flat fee based on the average monthly lease amount. When the complainant called on 10/6/2022, the increase had not gone into effect yet. When he called again on 11/15/2022, after the service fee increased, the Clickpay support team offered to refund the fee, however the complainant stated both payments were disputed for the entire amount including the $47 fee with the credit card company, due to the transactions being disputed the complainant will be reimbursed through the **** dispute process. 

  Customer Answer

  Date: 12/01/2022

  
  Complaint: 18448452
  
  I am rejecting this response because:
  **** has no such uniform policy. Every other payment processing system has uniform fees regardless of credit cards. Penalizing users of **** is only done Clickpay.  **** has no such policy
  
  
  Regards,
  
  ********************

  Business Response

  Date: 12/02/2022

  **** Core Rules (August 2022) section 5.5.2.1 Convenience Fees, Table 5-6 Convenience Fee Requirements states in part: "A Flat or Fixed amount, regardless of the value of the payment due." **** is the only card brand that has this provision. The complainant already initiated a chargeback which was not contested resulting in the complainant recovering the fee along with the principal amount originally owed. The complainant has many payment options available to them including ACH which has a "per transaction" fee versus the ****% for Mastercard, AMEX and Discover, or the $47.00 fixed and flat fee for ****. RealPage/ClickPay suggests the complainant refrain from using a **** card for smaller transactions in favor of any of the other card brands, or make payment via an ACH transaction.

  Customer Answer

  Date: 12/02/2022

  
  Complaint: 18448452
  
  I am rejecting this response because:
    You are confusing a processing fee and convenience fee.

  Payment processing fees
  Merchants and businesses usually apply payment processing fees when customers pay bills with a credit card like utilities, rent payments, tuition and more online through a payment portal. These processing fees are usually added to the amount processed and the customer pays them on top of the bill. **** has a standard ****% processing fee
  
  This is percentage of the transaction.
  

  Convenience fees must be flat - are usually $1.25-$3.50- but should never be $47. These can be in addition to processing fees. Why do I have subsidize other tenets fee?
  

  Please call **** customer support and ask the difference between the two and stop stealing money.

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

  Business Response

  Date: 11/11/2024

  Unfortunately, as of 10/20/2022 **** rules require their fees to be "fixed & flat" which is calculated based on the average lease payment amount for the apartment community. The complainant has many payment options available to them. RealPage/ClickPay suggests the complainant refrain from using a **** card for smaller transactions in favor of any of the other card brands, or make payment via an ACH transaction.
  

• Initial Complaint

  Date:10/05/2022

  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.

  If the company youre about to buy/rent from uses clickpay. RUN. The name of the site might insinuate a convenient way to pay bills online but its the exact opposite. Every single month im left in a tug of war between them and *****************. They set me up by rerouting my psyments to the wrong company causing me to acquire late fees with rhe correct company. They didnt do anything to resolve this. Ive wasted hours of my life over the phone the past several months with old and new issues with clickpay. Ive talked to 7 or 8 different people on the phone and i hear a different story everytime. One person will unblock your payments and take one for you. The other will tell you its not possible. One will will assure you a payment went through while another tells you it doesnt. The site double charged me for the same payment to the WRONG company then told me I had to be the one to call and requesg a refund. They also lead you on making you think you can pay with multiple cards (people do have roommates, the more you know). Well the site will block payments when the first card goes through without rent being paid in full. Not allowing my roommate to pay his share. Thus you have the long phone calls. This is the most poorly run organization ive ever encountered. Truly the works of an imbecile. Im pulling my hair out over these inconsiderate heartless people. The stress is impactful to my health, its hurting my credit score, and its a ton of wasted time and energy. Im close to talking to a lawyer over this

  Business Response

  Date: 10/18/2022

  After a thorough review of Mr.******* ********* we found that during the time that **************** initiated his payments there was a change in property ownership throughout August and September. Due to unforeseen delays in the property ownership change from Connerex to Firstservice, residents experienced interruptions in the payment portal and payments routed to the new property owner: Firstservice. We apologize for the inconvenience and confusion this caused to ****************. We are actively reaching out to the property owner to request that any late fees incurred during this time be waived from Mr. ******* account.  

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ***** ********** issued the funds back to Click Pay after my account was hacked. I spoke with ***** a supervisor and he reported that the support agent got my documents and attached it to a previous case that had already been closed. Each time I call, I'm told that they never received the funds from ***** ********** and the bank even confirmed that they returned the funds while ***** and I were both on the phone. This has caused me to go to court for almost getting evicted in July. Also, whenever I contact Click Pay to follow-up, I keep being told that they can't track the funds to see what happened. I wrote a formal letter to the Click Pay corporate office and no one even responded back as well. The amount of the funds returned to Click Pay is $1567.49.. This is out of hand and my case hasn't been handled correctly. I've provided all documents required by Click Pay to show proof of the payment.

  Business Response

  Date: 10/02/2022

  As of September 29th, the complainant continues to work with ClickPay to resolve this issue. The ClickPay team will continue to work with the complainant regarding the issue until it is accurately resolved.

  Customer Answer

  Date: 10/19/2022

  [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

  Date:08/27/2022

  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.

  Certified mail 4 money orders in the same envelope back on March 20, 2022 and finally in July 3 of the money orders were sent to my property office after several calls each week concerning this and having eviction orders filed against me. Its about to be September and 1 of the money orders still hasnt been received and Im being asked to pay money thats been paid and I REFUSE too.

  Business Response

  Date: 09/08/2022

  ClickPay was able to track down the money order in question and is currently working with the local team that received the payment to get the funds applied to the proper account.  ClickPay will follow up with the complainant once the payment is posted.