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:08/10/2022

  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've asked clickpay to confirm my autopay for ************************************* 709 is turned off. they have not confirmed. please confirm no further charges.

  Business Response

  Date: 08/15/2022

  ClickPay was not able to find where the complainant had emailed or contacted ClickPays customer support for assistance with this matter. However, as requested ClickPay has removed the autopay feature from the complainants account as of 08/11/2022. Moving forward, there will no longer be automatic payments coming from the complaints account.

• Initial Complaint

  Date:08/01/2022

  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.

  On July 1st suddenly I got an auto email from ClickPay that some property got added to my account which was of totally different state ! When I called after lengthy call (more than 2 hrs) I came to know someone took over my profile and changed everything ! I was surprised how someone even can access my profile without providing any details ! After some days I got email from Click pay that "Employee who did this does not remember anything so we do not know "! I requested them to let me know below points but they are not replying to my emails now. 1. How other person without my consent / providing details , not only got access to my profile , he/she took away my profile !! Not only how , what other info were shared with third party without my consent. 2. If the person gave my details and accessed the info , I need details what info that person provided , It might be related to identity theft. I am seriously worried about how other person got access and info shared on that call by Clickpay as well & definitely my past payment/credit card details.

  Business Response

  Date: 08/22/2022

  ClickPay has researched the complainants account and found that there was an error in adding additional information to the incorrect profile, and the error was immediately corrected. ClickPay can confirm that no details of the complainants account were shared with any parties as it was removed immediately. ClickPay can assure the complainant that not only are payment details of all accounts encrypted as soon as it is entered into the systems for security purposes there is no way of viewing or accessing the full payment details. ClickPay also found that the complainants account was no longer active and did not have any payment information on file as the information was deleted by the complaint. 

  Customer Answer

  Date: 08/22/2022

  
  Complaint: 17650872
  
  I am rejecting this response because:

  ClickPay intentionally not answer the question I asked. Let me again send the questions to you :

  1. How other person without my consent / providing details , not only got access to my profile , he/she took away my profile !!

  2. If the person gave my details and accessed the info , I need details what info that person provided , It might be related to identity theft. 

  3. How ClickPay can answer me "Employee doesnt remember anything" ?
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/26/2022

  1. How other person without my consent / providing details , not only got access to my profile , he/she took away my profile !! Another consumer did not access the complainants account, a ClickPay support employee mistakenly accessed the Complainants account and updated said account with another consumers information.
  2. If the person gave my details and accessed the info , I need details what info that person provided , It might be related to identity theft. The complainants information was accidently deleted by the ClickPay employee, the complainants information was not provided to any third party.
  3. How ClickPay can answer me "Employee doesnt remember anything"? ClickPay support personnel talk with hundreds of consumers monthly. The fact that the support person cant specifically remember anything about a single call is reasonable. Fortunately we have call tracking that allows us to review the situation and determine that the complainants information was accidently deleted not transferred or otherwise compromised

• Initial Complaint

  Date:05/12/2022

  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.

  I have setup automatic ACH payments with Clickpay for rent. The account number (9 digits) and routing number are correct. Initial payment was made on April 30, and on May 5 I received notice of a returned payment due to:(R04) Invalid Account Number: The account number structure is not valid. The entry may fail the check digit validation or may contain an incorrect number of digits.On May 6, I proceeded to resubmit the exact same information. I then confirmed with ClickPay if the payment was satisfactory, they assured me yes. Nothing came up on my bank account. Daily I connected with my bank account support to see if they had any pending transactions - the answer was always no, "no transactions from Clickpay", while Clickpay continued to confirm the payment was processed.On May 12, I receive the same return notice. Now I have 2 refund fees from the property management company, even though I have entered correct payment details (confirmed with my bank, I also am able to receive funds via ACH and pay other bills, and have sufficient funds). I have continued to flag this to Clickpay and now flagged they need to get their tech team involved to review the logs as to why the transactions are not going through to the bank.Non-ACH payments have fees, and I will not pay fees because Clickpay is not able to process the transaction request correctly.

  Business Response

  Date: 05/16/2022

  Upon reviewing the complainants profile, ClickPay found that the payments submitted on 04/30/2022 and 05/06/2022 ClickPay submitted using eCheck(ACH)- 2273.
  
  ClickPay is unable to view the full account number for security purposes but from the records, ClickPay shows that this payment option was entered on 04/29/2022.
  
  The routing number was Bank Routing Number: ********* and the account number shows as Account Number: ******************. This payment option was Deleted on 05/05/2022 09:11:25 PM and was re-added on 06/05/2022 09:40:29 PM. ClickPay are seeing the same Bank Routing Number: ********* and a similar Account Number:XXXXXXXXXXXXX-2273
  
  As for the fees, unfortunately as ClickPay is a payment platform, and does not assess any of these fees. 

  Customer Answer

  Date: 05/20/2022

  
  Complaint: 17197793
  
  I am rejecting this response because: the bank number was included correctly. there is an issue with Clickpay where they are saying the account number (9 digits) is a debit card.. I don't even have a debit card that matches these numbers. The automatic payment feature also doesn't work, instead I had to push through transaction requests with the *** method. It is likely that ClickPay is duplicating *** entries (as the user needs to enter the account number in 2 separate fields) and thus increasing the length to make it look like a debit card.  Now I am being charged fees.
  
  
  
  Regards,
  
  ********* *****

  Business Response

  Date: 05/27/2022

  Unfortunately, the account numbers on the profile cannot be changed or altered once it is entered and remains as is after it is saved. The autopay feature did run as scheduled; however, the payment was unsuccessful due to the incorrect account number entered.
  
  ********************** understands that the complainant has incurred an "*** Fees" as a result of the returned payments. ClickPay has reached out to the management company to request for the *** fees to the removed on behalf of the complainant. Please note that ClickPay does not assess these fees and we have not ability to remove this from your ledger.

• Initial Complaint

  Date:05/11/2022

  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.

  *** dispute, First Choice and click pay.Click Pay was not taking enough money out each month.*** president stated on a call that he put the information in click pay just like he received it.I filled out the letter and mailed it back.Supposedly there is a management *** that sends the *** maint **** to click pay. But click pay says they are not getting it Now,The *** is wanting $25 Late fees and $25 collection notice.I do not believe I should have to pay when there are three different intities involved to make a mistake.PLus, show me the letter I sent in.

  Business Response

  Date: 05/12/2022

  ClickPay system shows the complainants profile was set on autopay with a fixed amount of $57.87 since 10/24/2021. On 05/09/2022 complainant contacted ClickPay support who assisted in updating the autopay amounts so going forward the correct amount would be debited.  ClickPay did not assess the $25 Late Fee or the $25 Collection Fee; complainant will need to request a refund of these fees from the *** company which assessed these fees.  ClickPay cannot issue a refund on fees ClickPay did not assess or collect.