Complaints

This profile includes complaints for Payvantage, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Payvantage, LLC

  1200 Falls St Jonesboro, AR 72401

• 

  Payvantage, LLC

  1217 Stone St Jonesboro, AR 72401-4520

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:03/31/2025

  Type:Customer Service 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 two text messages by this company and they wanted to collect payment from someone named ********. I got a third request 3/38/2025 and I called to dispute these claims.
  The lady I spoke with said that the number won't be changed because it's the number their customer gave them. I even gave her my name. She said she couldn't delete the phone number because the 'customer' gave them that phone number. I asked if I would have to file a harassment charge to end the text messages. She said, 'If you feel like it's harassment then I guess so.'
  I asked if there was a fraud department and she said, 'No, because this isn't fraud."
  I just want my number removed from their system.

  Business Response

  Date: 03/31/2025

  In our business it is unfortunate that we have customers in past due status "Claim" they are someone else to avoid payment, it's a sad fact.  However, we do accept a redacted copy of a phone bill of a person that has been issued a phone number that belonged to a customer we have on our system.  They can send to : ********************  and once we have the proof the number belongs to another person we will remove that number from the system. 

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There was no verification on the business' part to verify the number. 

  I AM contacting my cellular provider to reach out to payvantage to remove my number. I am not the 'client' they are trying to reach. Their employees should have done their due dilligence.
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/05/2025

  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.

  Signed up for payments on an iPhone 11 Pro Max from payvantage. After some time the payments were to expensive so I chose to send the phone back to payvantage using a prepaid shipping label they sent to me. I sent the phone off 2nd week of October. I never heard another word from them about it. Not that I missed payments or that they didn’t receive it. Now I’m having a collection company call me and state I owe them $1400 for this same phone. I called pay vantage to see what the deal was and an insanely rude manager told me I did this to myself and I’m a ****** *** who didn’t pay my bill or send the phone back. That’s a direct quote. I sent them their property in their pre paid package. If they didn’t receive it why did they not tell me that? Why did I not receive notifications that I was still missing payments? I should not have a hit on my credit due to their incompetence. I tried multiple times to inquire as to who the collection agency is and why they think I owe them for property I returned. I was just met with more insults and cursing from this so called manager.

  Business Response

  Date: 02/06/2025

  *** ****** opened an account with Payvantage on 2/18/22 for a lease purchase for a iPhone 11, he borrowed $899.00 (see contract attached).  He only made 6 of the required 26 payments on the contract. (see attached screenshot of his payment history).   Last payment posted to his account on 3/17/23. We spend the next 18 months trying to get him to pay on his account or return our property and we would cancel the account.  Numerous calls, emails, etc were made to him to convince him to do the right thing and pay on his account or just return our property.  We even sent him a prepaid envelope to return our property, but after numerous attempts our final call to him was on Sept 17 2024, where we told him that we sending his account to a third party collection service and were were charging his account off. (see attached call log).   Bottom line is, *** ****** had 18 months to return our property and he chose not too, he also had the opportunity to do the right thing and make the required payments per the terms and conditions of his contract yet he also chose not to do that either.  18 months we serviced this account and tried to get him to respond with some sort of positive action and he again chose not to.  He claims he sent the device back on the 2nd week of October 2024 which was long after we informed him he was being charged off and sent to a 3rd party collection service, he also can't provide and proof that he actually did send it back, like a tracking number, a receipt from the USPS or anything that would substantiate his claim. I find it very odd that he is now upset over being sent to collections and having a negative impact on his credit history after the dozens of opportunities we gave him to make payment, or return our property over an 18 month period. 

  Customer Answer

  Date: 02/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I sent them the phone back in the prepaid envelope. Let’s see a copy of the prepaid shipping label they sent me and we can all track it together and see what it says. The “manager” (poorest excuse of a manager I’ve ever seen) would not give me any information to assist in tracking this package down. They sent my return label out in the mail on October 15th 2024 so I’m not sure where all this September information is coming from but it’s a complete lie and I still have the email to prove it. 
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 02/07/2025

  Rejection of the response does not change the fact you had 18 months to pay or return our property, you chose to do neither.  Your account was charged off on Sept 17, 2024 as related to you on the call listed on the call log.  You failed to adhere to the terms and conditions of the contract.  Payvantage stands firm that we gave you ample opportunities to resolve the matter prior to charge off.   Payvantage does NOT have the device and thus you MUST deal with the third party collection firm and the negative impact on your credit score will remain in place. 

• Initial Complaint

  Date:01/31/2025

  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.

  Never heard of this organization or did business with them till out of the blue yesterday, a charge appeared on my credit card for $195.66. How did they get my credit card number? Called the bank and they canceled the card and stopped the payment. When I called Payvantage, I got a woman calling herself ******* who refused to tell me what was going on or what the charge was about because "You don't have an account" — pretending confidentiality was the issue? Trying to defraud me of a couple hundred bucks under cover of "You don't have an account"? Today I'm consulting my lawyer about what legal action can be taken.

  Business Response

  Date: 02/04/2025

  This Person is NOT a customer of Payvantage, and because of the sensitive nature of customer accounts we won't discuss anything with a person that is not verified as a customer of Payvantage.  If this person has a charge on his card that he does not recognize then he should dispute that with his card company or bank.  Typically they provide a provisional credit based on an investigation of the charge.  This person has not provided any substantial evidence in writing or screen shots of his claim.  Not sure what else he would want us to do as, again, we do not discuss billing issues with individuals that are not verified as customers of Payvantage. 

  Customer Answer

  Date: 02/07/2025

  Their request for confirmation of the charge is ridiculous, trying to waste your time and mine, since they already acknowledged to me on the phone that someone named **** ****** (I didn't get the spelling) made a charge with my credit card number. How, I don't know. They also told me **** ** ******* has already contacted them in their fraud investigation. Bad enough that they stole $195.66 from me, now they're trying to suck every possible hour from me insisting they, what, did nothing wrong? It's really disappointing you can't see through their b.s. 

  I'm attaching a screenshot from my **** credit card account. I am not going to send you or them an entire accounting of my spending. 

  Business Response

  Date: 02/10/2025

  Again,,  if this person has a concern over a charge that has appeared on a credit card transaction, simply dispute the transaction and let the investigation and due diligence of the card hold and card processor begin... 

• Initial Complaint

  Date:12/16/2024

  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.

  This Bussiness has been running my debit card after i asked them to not run my card, I specifically informed them that they DID NOT have my authorization to run my card. Resulting to Fraudulent transactions. I'm a U.S. Army Veteran with my rights violated

  Business Response

  Date: 12/16/2024

  *** ******** as a valid lease to own contract with Payvantage (see attached) and on page 7 he opted in for auto billing with any card he placed on file to meet the minimum payment.   He is currently 3 payments past due and also has a Charge Back on the account for $25.10 with an additional $30 charge back fee from the processor.   Per the terms of the contract he can return our property to cancel the agreement and owe nothing further.   I am also a Army Veteran with 23 years of service.  I have no idea how he thinks we have violated his rights but that sounds a little like deflection tactic to avoid paying his bills.   

  Business Response

  Date: 12/18/2024

  Per the terms of his contract, he has chosen to return our property to close his account.  He provided the following tracking number cancel and close, tracking from *** **********************  Expected delivery
  December 18, 08:00PM.   Once the device has been received his account will be closed and all future payments will be cancelled.   He will also be listed as a NO for any future lease opportunities. 

  Customer Answer

  Date: 12/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: On their own contract it states I have the right to revoke their authorization to automatically charge my account. On Dec 6 2024 I VERBALLY and by TEXT I REVOKED their authorization to continue automatically charging my account. On Dec 13 two separate charges one for $25.10 and the second for $20.10 were charged to my USAA bank account. Which also resulted in two $29.00 insuficient funds charges. For a total of $103.20 that put me negative in that account so I had to transfer from another private acconunt to cover what Payvantage caused after I had REVOKED their authorization to charge my account. I want a refund I think it's only fair since they don't respect their own contract after being told not to charges ones account.
  
  
  Sincerely,
  
  
  
  **** ******** ****

• Initial Complaint

  Date:12/06/2024

  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.

  They recently locked my phone up after i explained to them that i need it unlocked due to family in the hospital and i need my phone unlocked to go make money. They told me they can only do it for 30 minutes and i explained to them that i need it unlocked until next week when i get paid to make a double payment for the week that i missed. I am fully aware that i should have had the money ready but because of what is happening to my family member i had to reach into my savings to help them out as much as possible.

  Business Response

  Date: 12/09/2024

  I guess I am somewhat confused as to what the issue is??   We were following our standard operating procedures and adhering to the terms and conditions that *** ******** has in his contract.  He wants a $300 credit for what???  I can tell you that we will not issue any credit for following the terms of the contract.. He just needs to pay his bill on time and there won't be any problems..

  Business Response

  Date: 12/13/2024

  ** *********  I am very familiar with your account as we have had numerous problems with it.   First,  we have given you extensions on your payments to us, the last one was on 11/22/24.  You have been given courtesy unlocks numerous times and have finally run out of those options.  If you read your contract you are welcome to return our property and cancel the account but we can not give multiple extensions and courtesy unlocks without payments being made. You can request a prepaid shipping label to return our property to cancel the account, and per the terms of the contract there will be no refunds. 

  Customer Answer

  Date: 12/13/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The so called "numerous courtesy unlocks" is false. I have saved every transcript and I can prove that you guys decided to give me one courtesy unlock. It's even in your contract that you guys can give courtesy unlocks per day. You guys went against your contacts, and then lied about it to save your behinds. Since you guys have went against your contract I am more than willing too return the phone for all my money back. You guys gave me one extension and one courtesy unlock. If you don't believe me I will happily upload those transcripts but I can assure you it will look horrible for your company. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/02/2024

  Type:Customer Service 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 iPhone 15 was locked due to being late with payment, which is understandable. I made the payment to resolve and to unlock the phone. Payment was taken and I thought that would be the end of it. I notice my phone was still not unlocked. Call about 8 times with no resolve. They said I had to be connected to WI-FI for them to unlock the phone but they locked my phone, so I couldn’t connect. I called and manger said wait about an hour. Called back 15 mins later and manger was “gone for the day”. Agent let me know, no mangers or IT department are available weekends. Which is weird because I talked to one earlier in the day. No one wanted to help me, gave me the run around. I was told to mail back the phone. I feel this is a scam to get my money and back the phone. Was hung up by an agent. Told there is nothing that they can do. I have to only talk to a manger, that is not available.

  Business Response

  Date: 12/02/2024

  I just verified that the device is unlocked and available for use. It took the customers device several hours to gain signal and receive the unlock command.   Unfortunately when a device gets locked for non payment we can send an unlock command and it will take the device some time to receive the command and unlock.  That's what happened in this case. The customer can certainly avoid these technical glitches on the device by making sure the account is current at all times...

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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 purchased a device online from a ***** ****, they contracted with these criminals at Payvantage to lease the phone. I received the device for my niece and it half worked. These people began texting and calling me everyday, numerous times a day at all hours. I have, on no less than 25 occasions told them to stop texting me, which is my right and a regulation under Texas Collection laws. They refuse to cease contact and have flat out told me they can harass me all they want because they're the original creditor. That may be accurate as far as federal debt collection laws go, but if they're doing business in Texas they also have to follow those laws and that is not accurate as far as Texas goes. I have advised them of the laws in Texas and they ignore it. I have texted back, I have called and their infantile employees just text back calling names and trying to incite a negative reaction. I want the contact to cease.

  Business Response

  Date: 09/16/2024

  *** ****** has a contract with Payvantage (see attached).   He has only made 2 payments on a 12 month term.   We have offered to allow him just to return our property and we will close his account and he will owe nothing further.  He has been combative and threatening at times in our attempt to resolve this matter.  We only want our property back and as long as he continues to refuse to return it,  then we have no choice but to try and continue to get resolution which includes continued contact through SMS, EMAIL and PHONE CALLS. We are the originator of the debt and not a 3rd party collector. 

  Customer Answer

  Date: 09/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Regardless if they're the originator of the debt, the laws in Texas are pretty clear as to what 1st part collectors can do. They have not and do not provide an option to opt out of SMS contact, which is required. They also do not stop texting or calling from numerous different numbers several times a day and at all hours despite being told at least 25 times to cease SMS communications and stop harassing me. I have SMS communication of THEM being threatening and aggressive which is also a violation of debt collection laws, as well threatening me with criminal charges and jail, which is a violation of Texas law.

  However, some state laws, including the Texas Debt Collection Act, apply to both first party and third party debt collectors.

  Texas Debt Collection Act states the following:

  Threatening that the debtor will be arrested for nonpayment of a consumer debt without proper court proceedings;
  Threatening to file a charge, complaint, or criminal action against a debtor when the debtor has not violated a criminal law;

  -They have violated both of these on numerous occasions by threatening with criminal charges of theft for a civil debt, in TX you cannot be jailed or charged criminally for a debt.

  -they have violated the following as well by not disclosing their names or company name in the calls or SMS they send and by cursing and threatening. They have also advised me they know "way more about me and my life than I'd be comfortable with" which is threatening and I would like to know what and where they obtained such information if truthful because they have no release to obtain more information than I provided them on the application.

  Representing falsely that the debt collector has information or  something of value for the consumer in order to solicit or discover  information about the consumer;

  Using profane or obscene language or language intended to abuse unreasonably the arer or reader;
  Placing telephone calls without disclosing the name of the individual  making the call and with the intent to annoy, harass, or threaten a  person at the called number

  -they do not identify themselves or their info outside of a phone number in SMS communications:

  Using a written communication that fails to indicate clearly the name  of the debt collector and the debt collector's street address or post  office box and telephone number if the written notice refers to a  delinquent consumer debt (but the debt collector is not required to  disclose the names and addresses of employees of the debt collector);

  -They have repeatedly texted me with no opt-out option and despite being told to stop:

  They must give people a way to opt out of being contacted on that platform in the future.

  The fact that they brought up I have been combative is due to the fact they have harassed and threatened me for months despite being advised to stop texting me and stop contacting me. They have threatened me with criminal charges and threatened my safety and well-being. They have told me they have so much information about me and my life I would never be comfortable with it, which is either a lie or they obtained information about me unlawfully. They keep throwing out that they're the original creditor which would matter for the FDCPA, but doesn't matter for the laws in Texas, which apply to first and third party collectors alike. They also mention I have been combative and uncooperative, I am a consumer and not bound by the laws that their business is regarding collection acts. They may be mad that I have said or done certain things after being harasses, lied to, and threatened, but they're the ones who have to follow the collection laws, not me. I have contacted an attorney and provided record of all the SMS messages as well as preparing a subpoena for their phone records as I was told all their calls are recorded. They have violated several collection laws of the State of Texas and if they're going to conduct business in Texas they need to learn and follow the laws of Texas.

• Initial Complaint

  Date:04/25/2024

  Type:Customer Service 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.

  This business calls my phone 5-11 times a day and leaves voicemails of a man heavy breathing. They call day in and day out. When asked to remove my phone number from their website they deny me and ask me to prove who I am in order to do so. I don't owe anyone proof of who I am, I am tired of being harassed every day. I want it to end.

  Business Response

  Date: 05/22/2024

  ******* ****** is 31 payments behind on her contract. ******* needs to make a payment OR she can return the device and close the account.  

  Customer Answer

  Date: 05/23/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I want NO FURTHER CONTACT FROM THIS BUSINESS.

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

• Initial Complaint

  Date:03/22/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 company called me. I just received this phone number 2-3 weeks ago. It's brand new to me. I called them back and the lady who answered informed me they will continue to call me.
  
  1) I am not ******** whom they are looking for.
  2) My caller ID is my brother, whom owns the phone lines on our shared plan
  3) I am a MALE, not a woman
  
  After informing her I am not the person she contacted, she said until I prove who I am (not knowing who THEY are) and show them my billt hey can continue to harass and call me all they walt.
  
  I want no further contact from this business. Being as they're not on my credit report, I've never done business with them. I'd like them to cEASE all contact and harassment of me .... as I am not the person they are trying to locate.

• Initial Complaint

  Date:01/11/2024

  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 recently purchased a phone from tpk wireless who is located in east point Georgia who is partnered with Payvantage, who helped finance the device after purchasing the device with tpk wireless who sold me the device under the description of it being unlocked my knowledge as a wireless sale technician myself has worked at multiple wireless dealing locations such as metro T-Mobile and Verizon. Any sold unlocked device cannot be sold if still tide to a contract I was put under a contract with a device that was already tied to a contract. I was not provided with this knowledge upon connecting my device with my phone carrier Verizon. I’ve contacted the fraud department to get information on the device that I was sold. I was informed that the device was still under contract under another Verizon customers name, I’ve been contacted tpk wireless about that matter and provided them with that customers name. I was informed that I needed to contact Payvantage. I then contacted Payvantage and spoke with a person by the name of Dave one day said I can go get my money back then the next something different then after that, I was told that it was up to the store to refund me my money i’ve been given hassle about a device that was sold to me illegally. Payvantage denies any knowledge of the contract, but do have knowledge of the customer that the contract is under Dave and inform me that that customer is a customer with them as well, they even admitted that it sounds like there’s fraudulent activity going on the Verizon fraud department, so as well that the device was reported as lost on that other customers account yet still sold to me under a new contract with Payvantage advantage is not giving me any options to getting my money back. They want me to return the device just to clear the contract, but leave me out of 600. Plus dollars Payvantage told me they reached out to their CEO but only provided me an unfair solution which will leave me without getting my money back. It’s not fair and I would like to return the device and be given my funds back every bit of it from Payvantage as well as TPK wireless

  Business Response

  Date: 02/12/2024

  I am sorry about the negative experience you had at TPK wireless in Georgia. We are unable to quality control each piece of inventory at our 3rd party dealer locations.  However, we are happy to swap your device for an unlocked device.  Or, if you prefer, we can cancel the agreement and remaining balance owed if you return the device to our location.  I am happy to send a prepaid shipping label for whichever option you choose.  Again, I am sorry about your negative experience, but we are committed to doing whatever it takes to make things right.

   

  respectfully,

  ******* F

  Payvantage

  888-899-5545 ext ****

  Customer Answer

  Date: 02/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I've already spoken with you guys over the phone I paid most of the device with the initial payment a little over 600$ you guys told your not able to give me my money but are asking me to return a device a partially paid for . Your not offering to refund my money your only asking for the device back becauseI explained that I don't want to do business do to the issueof me being sold an already contracted phone from verizon .
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 03/06/2024

  OK - would you like to exchange your device for an unlocked device?  Happy to do that for you

   

  thanks