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:04/29/2025

  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.

  Yesterday I received a email from zego. They canceled my policy for my hoa. They took ****** each month. Now I had *** in 2022. They stopped being my hoa when I went to city link. So since they can not tell me why I got this email I believe they owe me ****** for each month until this month. It adds up to be 24 months times ****** Your Cancelled Zego AutoPay Dear ******* ******,Your scheduled AutoPay to your HOA or property management company has been cancelled. No further automatic payments will be made on your behalf. The details of your cancelled AutoPay are below.AutoPay Detail:AutoPay Amount: $104.95 AutoPay Start Date: September 2022 AutoPay End Date: Indefinite Debit Day of Month: 1 Property Address: ****** Estates Property Management Company: *************************** AAM (VMS)Thank you for using Zego!The Zego (A Global Payments Company) Team ******************

  Business Response

  Date: 04/30/2025

  Hello ******* ,
  
  Thank you for taking the time to reach out, and we apologize for the confusion the email you received may have caused. You received the email due to your account with **** and AAM being closed in our system. We can assure you that you have not been on autopay with us for quite some time, so no payments have been processing. Since your account had been inactive, and the autopay was still set up, just not running,  AAM put in a request to have it completely closed down, which is what triggered the autopay cancellation email going out. Rest assured though, you have not been erroneously charged by Zego since leaving. Again, we apologize for the confusion the email caused. If you have any additional questions, please don't hesitate to reach out to us at ************** or ***************************************************.

  Have a wonderful day,
  The Zego Team

   

   

  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/18/2025

  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.

  **** is a Lease payment service for renters and landlords. They offer a ************* Reporting option called True Credit. I have enrolled in True Credit for 2+ years. They have never made a single reporting to the *************** of my on time rent payments being made in full. When contacted in November of 2024, they said there was a problem in my account and I would have to delete my account and re-create it, with the help of my Property Manager. We did so, re-submitted all info and were assured that all future payments would be reported. It is now end of March 025, and none of the payments made since the account was re-created have been reported. (December 2024, January, Feb. March 2025). When I call them to ask why they are still not reporting, they claim it is a technical issue and will offer no timetable for when they will fix it and begin to report payments. This is affecting my Credit Score, which affects my ability to get a lower interest rate on all my major purchases, effectively costing me thousands of dollars. The absolute refusal by this company to take responsibility and fix their problem is an act of bad faith and is resulting in real and substantial damages to me, and likely hundreds, if not thousands of others.

  Business Response

  Date: 03/19/2025

  Hello,

  We sincerely apologize for any inconvenience or frustration. We take resident satisfaction seriously and we appreciate you providing feedback on your recent experience with our platform. We completely understand the displeasure you are having with the credit reporting feature through our partnership with ***********. It has been an ongoing technical challenge for our engineering teams to address, which is why no timetable has been able to be provided. At this time, all we can provide is assurance that they are still diligently working to determine the root cause of the lack of payments being reported, and implement a fix to resolve the issue. 

  Again, we sincerely apologize for any inconvenience or frustration.
  
  Warm Regards,
  The Zego Team

   

  Customer Answer

  Date: 04/03/2025

  CONTINUATION OF FILED COMPLAINT THAT BBB CLOSED Re: ID # ********- ********************** I get that BBB only pretends to be consumer oriented when the real focus is protecting businesses from consumers. However, you could at least put up a pretense of an effort when contacted that a business is committing fraud and has been for 2+ years. I documented that **** is using their Credit Reporting offer to gather sensitive Financial information from consumers and then NOT doing what they promise they will do with that info and report rent payments to the credit agencies. Their cut & Pasted reply to the complain was so generic it is laughable. And the fact they don't reference that this has been an ongoing issue for 2-3 years is a big problem. Does BBB do any follow up to see if they have EVER reported rent payments to the credit agencies? What is their history of delivering on the promise they made to consumers when they asked us to trust them with our SS# and Bank info? Do your jobs and actually make them prove they are doing their job? Otherwise, why do you have a job? Whoever ******* ******* is - you need to do better.

  Business Response

  Date: 04/11/2025

  Hello,
  
  We sincerely apologize for any inconvenience or frustration. We take resident satisfaction seriously and we appreciate you providing feedback on your recent experience with our platform. We completely understand the displeasure you are having with the credit reporting feature through our partnership with ***********. It has been an ongoing technical challenge for our engineering teams to address, which is why we have not been able to provide a timetable for when a fix is expected. It has been quite the challenge for our development teams to find the root cause of the issue, but we can assure you that they are still actively engaged in finding a solution. 
  Again, we sincerely apologize for any inconvenience or frustration.
  
  Warm Regards,
  The Zego Team

• Initial Complaint

  Date:03/11/2025

  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.

  On March 3, 2025, Zego Payment Services (a Global Payments Company) wrongfully charged me two separate fees totaling $45 ($25 + $20) for alleged "Non-Sufficient Funds" despite my bank account having a balance of $1,120.43 when my $1,045 rent payment was attempted. Transaction details: - Date: March 3, 2025 - Charges: $25 NSF fee and $20 fee labeled "RET CHG MONROE PROPERTIE RESIDENT" - Amount I attempted to pay: $1,045 (monthly rent) - Account had $1,120.43 at time of attempted withdrawal I provided Zego with documentation proving my account had sufficient funds, yet they: 1. Falsely claimed one fee was from my bank (it was clearly labeled as from Monroe Properties/Zego) 2. Incorrectly stated my bank's NSF fee is $20 (it's actually $35) 3. Refused to refund their fees despite clear evidence that I had sufficient funds 4. Claimed their fee is "non-refundable" even in cases of error 5. Repeatedly told me to resolve the issue with my bank, despite the fees being charged by Zego I've attempted to resolve this directly with Zego through multiple communications. In each response, they have deflected responsibility and refused to address the evidence I provided showing I had sufficient funds available. My bank did NOT charge me any NSF fee because sufficient funds were indeed available. The error appears to be either in Zego's payment processing system or in the communication between systems. Regardless of where the technical error occurred, I should not be financially penalized for a system failure. I have also contacted Monroe Properties, my landlord, who states that they have no records of Zego's actions and neither charged nor received any of the fees. I believe their statements and see no reason to involve them any further when the issue clearly lies with Zego. Desired resolution: Full refund of the $45 in fees wrongfully charged by Zego.

• Initial Complaint

  Date:02/07/2025

  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 February 5th my regularly schedule payment was processed, however while using their website it allowed me to make a duplicate payment which in turn caused me to go negative. There is no failsafe with their site that pops up to let the consumer know they have a duplicate payment and if they would like to proceed. They aren't even accredited with the BBB and I feel that they do dirty business and have no remorse for the fact their technology isn't even up to par with some of the more half baked sites I have used.

  Business Response

  Date: 02/10/2025

  Hello Aster,
  We take resident satisfaction seriously, and appreciate you providing feedback. If you have any questions or concerns about your account, or if you'd like to share any additional feedback we encourage you to call ************** during business hours, and ask to speak to our Tier 2 support team. You can also open a support case at *************************************************** and one of our representatives will respond to you via email. apologize again for any frustration our system has caused you.

  
  Warm Regards,
  The Zego Team

• Initial Complaint

  Date:02/07/2025

  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.

  **** site processor for trentwood hoa c/o cams mgt sc nc greenville sc wilington ** 2625 go to pay electronic ach last mth no issue contact zero about call answering can pay this way according to website cams web link stolen gone can pay with out sign in create account with zero done this for a 1 yr longer go to payment owner fee link gone hacked [pay as customer ]cams trentwood has account of ****************************************************************************** create account and pay hoa without link goes to account page hoa then fill payment method then receipt no link stolen hear Noone can with they zero no contract process payment hear woman white female mid age *********************************** involved also resident at ************************************************* I'd theft stalk watch follow anyplace target criminals 2625 no letter trentwood cams changed processor pay hoa fee how do they expect to pay scheme up fees late fee think they lied property have repair this lawfully legally under sc homeowners act enforce by sc house an fair us housing

  Business Response

  Date: 02/10/2025

  Thank you for reaching out to us,
  We take resident satisfaction seriously, and appreciate you providing feedback. If you have any questions or concerns about your account, or if you'd like to share any additional feedback we encourage you to call ************** during business hours, and ask to speak to our Tier 2 support team. You can also open a support case at *************************************************** and one of our representatives will respond to you via email. We hope to resolve any outstanding issues, and apologize again for any frustration our system has caused you.

  
  Warm Regards,
  The Zego Team

• 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.

  **** is overcharging in fees to make payments and take longer then usual to process payments to property management.Example if I pay 45 dollars using credit card why do I have to pay $31.95in processing fees .then u are charged $50 late fee by property management due to ZEGO app slow processing system

  Business Response

  Date: 02/05/2025

  Hello  *******,

  
  We take resident satisfaction seriously, and appreciate you providing feedback. If you have any questions or concerns about your account, or if you'd like to share any additional feedback we encourage you to call ************** during business hours, and ask to speak to our Tier 2 support team. You can also open a support case at *************************************************** and one of our representatives will respond to you via email. We hope to resolve any outstanding issues, and apologize again for any frustration our system has caused you.

  
  Warm Regards,
  The Zego Team

• Initial Complaint

  Date:02/04/2025

  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.

  I have set up the auto pay for my apartment rent since 12/2023, and no issue for the process at all for the whole year until Jan 2025. **** removed my bank account online without notice me at all. So I missed the Jan payment due date. And there was $135 late fee charge occurred. Since it's the first time, so lease office manager removed the late fee for me.Zego suppose process the Feb payment on 2/1 and not process it AGAIN. Now I need to pay the $135 late fee. Zego explained because I skip the Feb pay, however I didn't. When I set up auto pay, I always set up Auto Pay runs Indefinitely. The system Zego using is NOT working very well and cause me late fee charge which I should not pay for it. Please help me to solve this problem, and need Zego reimburse my late fee $135.I attached two screenshot to confirm I paid $135 and the auto pay is set up correctly.Thank you so much for help !!!

  Business Response

  Date: 02/05/2025

  Hello Yuan, 

  
  Thank you for taking the time to write us with your concern and our apologies for any confusion. Your bank account was not removed from your profile. When your autopay attempted to submit payment for January, an error was encountered with plaid which was that your login credentials with your banking institution needed to be reauthorized. You would have received an email confirming that your autopay could not run, and for what reason. As for your February payment, as our agent had previously confirmed with you, our records show that the payment was set to skip. This was done on January 17th, and an email would have been sent to your inbox on that day confirming these changes. You are correct that your autopay is set to run indefinitely, but that does not prohibit you from making changes, such as skipping the next scheduled payment, which we can confirm was done for your February payment. Regarding the late fees assessed, there is nothing we can do to assist, as those fees are being assessed by your property, and not ****.

   If you have any additional questions, please don't hesitate to give us a call at ************, or open a support case at ***************************************************

   

  Warm regards, The Zego Team

  Customer Answer

  Date: 02/05/2025

  First I never received any email from ****, not a once. I wish I can received any email once the auto pay was not process, however it didn't. Please show me the email you said Zego send on 1/17. I do check my email box ********************** even the spam folder, there is no email from Zego at all.

  I know the late fee is charge by leasing office, however because Zego didn't process the payment on time TWICE. What's why the leasing office manager refuse to remove late fee again.

  Please provide your email address, I will email leasing office manager and copy you on it to explain the whole situation. Maybe she can waive the fee again. 

  Thanks

  Yuan 

  Business Response

  Date: 02/05/2025

  At this point, we highly recommend reaching out to a member of our support team, as they would be better equipped to provide further assistance, as well as create a more consistent communication channel.  We encourage you to call ************** during business hours, and ask to speak to our Tier 2 support team. You can also open a support case at *************************************************** and one of our representatives will respond to you via email. We hope to resolve any outstanding issues, and apologize again for any frustration our system has caused you.
  Warm Regards,

  Customer Answer

  Date: 02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Yuan Sun
  
   
  

• Initial Complaint

  Date:02/03/2025

  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 November 30, 2024 I moved out of *************************************on December 9 that property collected rent from me and overdrafted my bank account and on December 12 paylease charged my bank account $25.00. This was all in error as I dont live there and they were given notice when I purchased another home from the same company. I want the $25.00 back and the park company wont give it to me. The park company did return the rent they took out of my account by wont return the paylease $25.00.

  Business Response

  Date: 02/04/2025

  Hi ******, 

  Thank you for taking the time to leave a review and provide feedback about your experience with ****. Once **** has collected our *** fee, that fee is non-refundable per the terms and conditions for use our site. While we understand that the payment was made in error, it is the users responsibility to manage their account and ensure that any scheduled payments are stopped when needed. 

   

   If you have any questions, please give our support team a call at ************** and ask for Tier 2 support. We hope to clear up any frustrations you have with us.
  
  We appreciate your review and hope you have a great day!
  
  Thank you,
  The Zego Team

• Initial Complaint

  Date:01/28/2025

  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.

  RECEIPT DETAILS Transaction #: ********* Resident Name: ******* *. Locks, Jr.Payment made by: Autopay Transaction Date: Jan-***** HOA Fees: $65.00 Processing Fee: $3.17 Total: $68.17 Bank Account ending #**** I received 3 NSF fees all in this month. I received a NSF $30 on 01/07/2025, $25 on 01/27/2025, and $25 on 01/27/2025. That seems a little predictory for a total of $80.

  Business Response

  Date: 01/28/2025

  Hello,
  
  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. When a payment submitted through **** is returned for insufficient funds, **** will charge the account used $25, as agreed to in our terms of service. It is important to note that ****'s NSF is only $25, and is charged per payment returned for ***. In addition to our *** fee, your bank may also assess their own set of fees.Our records show that we collected our one and only NSF fee for the referenced transaction on 1/27/25. Any additional charges you see on your account statement will need to be confirmed with your bank, as it is likely their own fees you are seeing. 
  
  If you have any questions, please don't hesitate to give us a call at ************, or open a support case at ***************************************************
  
  Warm regards,
  
  The Zego Team

• Initial Complaint

  Date:07/30/2024

  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.

  Contract was signed with Rent Manager who uses Zego for payment processing. Payments sent out were taking as many as 6-7 days to reach clients. Tenants had a lot of trouble making payments through the platform. It came to the point I was about to lose owners, so I went to ** and **** for help. They were unable to provide any solution that did not cost additional money and time. RM decided they were not meeting my expectations so they let me out of my contract. ****, however decided they wanted to charge me $2600 because of their failure to perform and forcing me to pursue a new software. They refused to listen to my reasons and offer a compromise or solution. They also refused to allow me to speak with management.

  Business Response

  Date: 07/31/2024

  Hello, 

  Thank you for providing us with your feedback. As the decommission of the account is complete and the Early Termination Fee has been charged any further discussion would need to be had with our Legal Team as we cannot advise further through Client Services.