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:07/23/2024

  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.

  I spoke with representative Friday, 7/19/2024 to make payment on my HOA Account, was very clear that payment was to be applied to acct#*****, incorrectly applied to wrong account. Management ******************** will not honor request to move funds, requesting full refund. I never authorized a payment to Account *****!

  Business Response

  Date: 07/29/2024

  Hello ********,

  
  We sincerely apologize for any inconvenience or frustration. We take resident satisfaction seriously and we appreciate you providing feedback on your recent experience. A manager from our customer support team will be reaching out to you shortly regarding the issue with your payment. We look forward to connecting with you and resolving this issue.

  
  Warm regards,
  The Zego Team

• Initial Complaint

  Date:07/17/2024

  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.

  This company charged my small company a $5,579.93 cancelation fee because they claim that I signed an agreement with a clause that mandates that our tenants use their company exclusively for rent payments. In the state of **********, it is illegal to put this type of requirement on our tenants. Many of our tenant pay rent with money orders and can't afford to use electronic payment systems. Initially, I did call to cancel the service because our firm is small and our tenants couldn't afford to use it. I was told that my contract ran through June 2026. I agreed to continue making the $60 monthly payments until the end of the contract. But then they sent an email about this exclusive payment clause and told me that I would be charged the huge fee. They now have an attorney calling and emailing me. I asked for a copy of the supposed contract and they would not provide me with it. All communications were via email. I have them if needed. Resolution is cancelation of this debt and no more contact from this business.

  Business Response

  Date: 07/24/2024

  Hello, *******. Thank you for reaching out. As this is a legal matter, our client services team is unable to further assist. Please respond to the legal representative that has contacted you directly to have your concerns addressed.

• Initial Complaint

  Date:07/05/2024

  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.

  So I made a payment on June 29 now they're saying on July 5. The payment didn't go through when they're posted on my account and my apartment portal.I called to get some more information and nobody was there to help. Nobody could give me answers, but it's been five days and I don't have any of the money. They said it was returned, even though there was no reason for it to be returned.

  Business Response

  Date: 07/15/2024

  Hi ******, 

  Thank you for reaching out! Our records show that your June 29th payment was partially returned by your bank. The $800 amount that was set to pay your property was successful, and only the service fee portion which was to go to Zego was returned. If your property is having difficulty locating the payment on their end, it would be best for them to reach out to their support team for assistance. We can confirm though that the $800 portion of the payment was successfully remitted to them. 

  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

   

• Initial Complaint

  Date:06/16/2024

  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.

  Recently, A company called Zego I've never heard of or done business with has started sending me emails with payment reminders in the email. I've NEVER done business with them. Please make them stop emailing me. Dear ******,As requested, this is your payment reminder. If you have already made a payment, please disregard this message.To make changes or to cancel these reminders, log into your Zego (A Global Payments Company) account and update your preferences within the "My Profile" tab.Prefer to set up automatic payments instead? Activating Zego AutoPay is quick and easy. Simply log into our site and go to the AutoPay tab where you can enroll in minutes. AutoPay can be canceled at any time. Please note that some ******************* companies do not support AutoPays, in which case you would not be able to enroll in this feature.Thank you for using Zego!The Zego (A Global Payments Company) Team Please click on the link below to initiate your payment.

  Business Response

  Date: 06/17/2024

  Hello ******, 

  Thank you for taking the time to write us with your concern. Our records currently show that your email is currently tied to an account with **************************** and that payment reminders were set up to be sent starting in March of 2020. This is a very common occurrence, especially when new management companies take over an association. An account will get set up, reminders enrolled, and then it is decided that there are other ways one would rather utilize for payment, which almost always ends up with the user forgetting it was set up in the first place. To no longer receive these notifications, we suggest you reach out to our support team through our support site at*************************************************** so our support team can go ahead and get those turned off for you. 

  Warm regards,
  The Zego Team

   

• Initial Complaint

  Date:06/14/2024

  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 pay my rent in small increments ********* most times my hours have been cut 5 hours a week and I take pay check advances to stay ahead with cable electric cell phone car insurance payments through the month they charge 2.95 6.95 etc service fee but if the 40$ is not there when they decide to take charge 25$ return check fee and still get the 2.95 fee 6.95 fee even if the 40$ gets returned and to add insult to injury the apartment complex management charges a 50$ return payment fee so Im paying ***** on a 40$ payment that was in my account when I paid the 40$ but it taking up to 5 days to w/d if something else I have automatically deducted comes out they make sure they get there service fee plus NSF fee and the property management gets to tack on another 50$ also seems double dipping and ***** total on a 40$ payment seems like a ripoff and if this happens few times over 1 year lease adds up to a lot of money at a time having your 40 hours reduced to 35 hours a week same time is tough pill to swallow and seems big time just wrong! Thank you

  Business Response

  Date: 06/18/2024

  Hello *****,

  Thank you for taking the time to write us with your concern. When submitting a payment using the e-check method (eg, your bank's routing and account numbers), that payment is processed via the *** network, which takes some time. Generally, it takes 3-5 business days to process, and it is up to your bank when they will release the funds during that period. This means that if the funds fell below the amount at any point during that processing window, there is the possibility that the payment will be denied by the bank due to insufficient funds.  As there is no way of knowing when exactly the bank will release the funds, it is highly recommended that the funds be available in the account from the time the payment is submitted, up until it is seen debited from the account. While we understand the frustration, our policy is firm in that Zego will assess a $25 Non-sufficient funds fee if a payment is returned for insufficient funds, which was unfortunately the case for your June payment. As for your properties fees, we can only recommend that you speak to them directly to see if they have any ability to waive those, or potentially work something out given your current circumstances. 

  Warm regards,The Zego Team

   

• Initial Complaint

  Date:06/13/2024

  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.

  Charging different amounts for debit or credit cards that have preloaded information. Example. A debit card shouldnt be 7.95 dollars when its new while the preloaded information gets charged 12.74.AlsoAccording to the **************************** of ******** Protection (This information applies to both debit and credit cards as of 2022)Credit Card Surcharges Connecticut law prohibits a business from charging a customer a surcharge for using one payment type (usually credit card) over another payment type (usually cash). However, the law does allow a business to offer a discount if a customer chooses to use one type of payment (e.g., cash) over another type of payment (e.g., credit card). Receiving the discount is not the same as adding a surcharge. As long as the discount policy is clearly written and presented to the customer and the final receipt shows a discount, it complies with Connecticut law.Further information can be accessed on the state website.

  Business Response

  Date: 06/13/2024

  Hello ******,

  
  Thank you for taking the time to write us with your concern.We can confirm that we do not charge different amounts for debit card payments. The fee remains the same regardless of when the information was input. The discrepancy that you are seeing comes from the card being entered as credit instead of debit. Had the card information been entered and saved as debit, you would see that the fee is $7.95 instead of the $12.74 you see in your screenshot. Regarding the application of fees themselves, we can assure you that we abide by all relevant laws and that our fees are inline with industry standards, in addition to our service being optional. If you have any questions regarding your specific payment method options, please give us a call at ************, or open a support case at ***************************************************.

   

  Warm regards, The Zego Team

• Initial Complaint

  Date:06/06/2024

  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.

  I set up an automatic payment using ACH on the tenant portal for my Property Manager, ***************************** At the time of setting up the automatic payment on their website. At the time of setting up the automatic account payment there was no indication that I was entering into an agreement with Zengo/Paylease that would result in charges.

  Business Response

  Date: 06/07/2024

  Hello,
  
  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. Generally, when Zego is the payment processor for a management company that utilizes their own payment portal, there is a notice advising that the payment will be processed by us, and that if said payment returns for insufficient funds, Zego will ***** a $25 NSF fee to the account that was used. If you did  not see this notice when submitting the payment, we can only advise contacting the property for more information on where this is displayed.
  
  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:05/29/2024

  Type:Sales and Advertising 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.

  Dated 9/11/2023, 10/04/2023, 11/05/2023, and 12/04/2023, I have transferred $6,972, $4,893, $4,943, and $4,893 from ***** Fargo, my bank, to Zego, a payment company. However, **** has claimed non-receipt of these payments and filed a lawsuit against me. Meanwhile, **************** had no issue with these transactions and they are shown accordingly in my statements. Therefore, I tried to file dispute claims on ***** Fargo for these transactions that were allegedly not received by ****, but **************** requested more evidence from Zego in order to refund my claim. Now, I am stuck while neither party accepts to admit the responsibility.

  Business Response

  Date: 05/30/2024

  Hello,

  Thank you for taking the time to write us with your concern. We believe there may be a misunderstanding in how our platform operates. As a third-party payment processing company we merely facilitate the movement of funds from you to your property management company. At no point are you ever paying Zego directly. The only payment that goes to Zego would be service fees shown when your payment to your property management company is submitted. At this time, we can only recommend that you speak to your property management company directly regarding where those funds may be, as well as to confirm with your bank how those payments were transferred. Should you like documentation for payments submitted through our platform, we recommend that you contact our support number, ************, or open a support case at *************************************************** so our support team can look into this.

  
  Warm regards,
  The Zego Team  

   

   

• Initial Complaint

  Date:05/28/2024

  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.

  My name is ***** *************************** I have been trying to pay my rent thru Zego and sent the amount in for *************** in *************** my unit is #*** The app says still processing and I'm trying to contact my leasing team to let them know I've attempted payment on time.So I have called and attempted to speak to a rep and was willing to wait patiently in the queue While at work and I was hung up on TWICE.My resolution is I want the app to stop glitching and process the payments of tenants living in apartments who use this app properly

  Business Response

  Date: 05/29/2024

  Hello ****,

  We sincerely apologize for any inconvenience or frustration. We take resident satisfaction seriously and we appreciate you providing feedback on your recent experience. If you log into your payment portal, you will now see that the status of your May payment has changed to paid out. When submitting payments, please be aware that it will take the payment at least 3 business days to fully process, which is why you saw a processing status over the weekend. 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: 05/29/2024

  
  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,
  
  *****************************
  
   
  

• Initial Complaint

  Date:05/23/2024

  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.

  I was refused to be helped after my debit card was remotely scammed. Why? I was told to seek help with my support area. Why?

  Business Response

  Date: 05/23/2024

  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