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:02/25/2025

  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.

  I am writing to lodge a formal complaint regarding the recent actions of QuantumEpay, which have severely impacted my medical practice, ***************************** in ******, *******. I am a Board-Certified Internal Medicine physician AZ006249 who has lawfully operated a telemedicine service and clinical services for 10 ******** practice lawfully provides telemedicine consultations and, where appropriate, prescribes necessary medications as part of legitimate patient care.I have been using QuantumEpay consistently since March 2023 to process patient payments for consultations and associated medication ******* the past few days, QuantumEpay has withdrawn $100,000 from my business account without authorization, claiming potential fines for illegal drug sales.They are also currently withholding $27,000 in payments of patient service fees and medication funds from the last five days, preventing me from accessing legitimately earned funds.I have emailed and demonstrated that I am practicing within my legal scope as a licensed physician.I have submitted documentation of my workflow, pharmacy relationships, and telemedicine processes, all of which are compliant with federal and state regulations.Despite acknowledging that I am conducting a legitimate medical practice, the payment processor insists this business model violates how I was initially categorized as a merchant.From the outset, I made it clear that I would be billing for telemedicine services, which can include medication costs.The payment processors early approval of my account and subsequent acceptance of these transactions for two years suggests they either misclassified my business or did not adequately review my **************** appears they are now retroactively penalizing me for what they deem a violation, despite having had full knowledge of my practices nature since inception.Asking for assistance in resolving this matter.

  

  Business Response

  Date: 06/11/2025

  Dr *****, 

  You and I have been in direct contact.  On May 15, 2025.  We have reached an amicable agreement.

  Since this is an open forum, I will not disclose the settlement agreement.

  We did discuss the series of events that lead to debits on your operating account.  As of current date, I do believe we have reach agreement on both sides.

  I apologize for the delay in this response.  ************* director manages the BBB inquiries and we missed the notification until Yarell from BBB called.