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:06/04/2023

  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.

  Paylease took a $25 payment out of my account without my permission on May 2. I would like for these funds to be reversed since my landlord is still charging me $40 in insufficient fees. She did not receive the $25 payment.

  Business Response

  Date: 06/05/2023

  Hello,

  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. When you submitted the payment, we attempted to pull the funds from the bank account you provided. But, your bank would not allow ** to process the payment due to insufficient funds in the account.

  Per the terms and conditions agreed to prior to submitting a payment, an insufficient funds (NSF) fee will be charged to the account holder should the payment be returned for insufficient funds. This disclaimer is displayed on the Review & Submit page before the payment is processed. You may opt to use or decline the service at this point, before the payment is submitted. By submitting the payment, you agreed to the terms and conditions of our NSF policy displayed below:

  In the event that my bank returns this transaction for insufficient funds (NSF), I authorize Zego to assess and process an automatic NSF Fee to the same account from which this payment was initiated.

  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:05/06/2023

  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.

  **** took money from my bank account without my knowledge and permission. Used my card number and removed my money From the bank account on 5/5/23 in the amount of ******. I did not have any knowledge of it until I saw the charge at my bank. It was fraudulently taken from me.

  Business Response

  Date: 05/08/2023

  Hello,

  We sincerely apologize for any inconvenience or frustration. We take security matters very seriously and are eager to resolve this issue. Please give us a call at your earliest convenience at ************, (option 1) and ask for Tier 2 support. Our support team will be able to identify who submitted the payment through our system and assist with initiating a refund. We look forward to hearing from you & helping to resolve this.

  Warm regards,
  The Zego Team

• Initial Complaint

  Date:04/11/2023

  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.

  **** rent company is trying to charge my bank account again they took money out of my account on the 3 of April then return my money and now they are trying to charge me a 20 dollar fee I have email s from zego saying I paid twice I see they have other complaints from other customers

  Business Response

  Date: 04/14/2023

  Hello,

  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. When you submitted the payment, we attempted to pull the funds from the bank account you provided. But, your bank would not allow us to process the payment due to insufficient funds in the account. Per the terms and conditions agreed to prior to submitting a payment, an insufficient funds (NSF) fee will be charged to the account holder should the payment be returned for insufficient funds. This disclaimer is displayed on the Review & Submit page before the payment is processed. You may opt to use or decline the service at this point, before the payment is submitted. By submitting the payment, you agreed to the terms and conditions of our NSF policy displayed below:
  
  In the event that my bank returns this transaction for insufficient funds (NSF), I authorize Zego to assess and process an automatic NSF Fee to the same account from which this payment was initiated. 

  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:03/28/2023

  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.

  My property management firm gave notice back on November 1st that we wished to cancel the payment service that we use for credit card processing. We were told there would be a $16,000 early termination fee but that we could finish out the last five months to avoid that.Well fast forward five months we emailed them to remind them about this date coming up at the end of March and they are saying we needed to let them know 60 days ago that we were planning to leave before the end of the contract term. So now they are trying to extort $18K out of us. We aren't paying and I have already filed a claim with the *** for unethical business practices. I am putting this out there so others can see how they conduct themselves.

  Business Response

  Date: 03/29/2023

  Hello,

  Thank you for taking the time to provide feedback. We sincerely apologize for any miscommunication on our end. As a third-party payment processor, we facilitate payments to your property management firm. However, our services are completely optional. And if you have an automatic payment set up through our system, you can cancel it for free at any time. We are not a property management company. So for questions about your lease or early termination, you would need to contact your property management company directly.

  If you have any questions about making a payment or canceling an AutoPay, please don't hesitate to give us a call at ************, or open a support case at ***************************************************

  Warm regards,

  The Zego Team

  Customer Answer

  Date: 03/29/2023

  I am the property management company.  We are cancelling our services with you and you are trying to extort $18K out of us even after we gave notice back in November of 2022.  

  Read the email.  I have been dealing with ***************************** who has been abominable.  

  Your company is unethical and the stuff you're trying to pull off should be illegal in my opinion.  

   

  Business Response

  Date: 03/30/2023

  We sincerely apologize for misunderstanding your initial complaint. We have alerted our client support team, who is diligently looking into this.

  Our team does not have a record of a notice of non-renewal from your firm on November 1st. Would you please send a copy of that notice to ****************** as soon as possible?

  Thank you,

  The Zego Team

  Customer Answer

  Date: 04/03/2023

  At this point I'm not going to debate this any further.

   

  We canceled the agreement on 11/1 and kept the account open for the final 5 months of the contract.  

  We are at the end of the five months so we are leaving.  End of story.  

  What a terrible way to try to do business.  

• Initial Complaint

  Date:01/04/2023

  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 PROCESSES PAYMENTS FOR MY PROPERTY MANAGEMENT BUSINESS. I CAN NEVER GET A HOLD OF A LIVE PERSON. YOU ARE ON HOLD FOR HOURS AND IF YOU CHOOSE YOU CAN OPEN UP A CASE IF YOU CAN FIGURE HOW TO BUT ONCE YOU HAVE DONE THIS THEY DONT RESPOND FOR DAYS AND THEN WHEN THEY DO, THEY HAVE NO IDEA OF WHAT YOUR ISSUE IS. MY CLIENTS TRY TO CALL THEM TO SET UP NEW RENTAL PAYMENT ACCOUNTS AND THEY REFER THEM BACK TO ME. I DONT WORK FOR ZEGO NOR DO I KNOW THERE SOFTWARE. THEN, MY RENTS WERE PROCESSED AT 9:00 AM AND I STILL CAN NOT GET TO THEM. I EMAIL MY ONLY CONTACT **** WHICH I DEALT WITH WHEN I SIGNED UP FOR THIS HORRIFIC COMPANY AND SHE REFUSES TO REFER ME TO A SUPERVISOR AND TELLS ME TO CALL CUSTOMER SUPPORT. I WILL BE SENDING A CERTIFIED LETTER TO THE *** AS WELL AS LOOKING FOR A NEW PAYMENT PROCESSING COMPANY. DO NOT DO BUISNESS WITH THIS COMPANY. THEY ARE MORE CONCERNED WITH THIER "PRO NOUNS" THEN CUSTOMERS. ***************************** ***** **********************************, *****, **

  Business Response

  Date: 01/11/2023

  Hello *****,

  We take our clients' satisfaction very seriously, and we appreciate you providing feedback on your experience. We strive to provide excellent support, and are deeply sorry we missed the mark ***** One of our client support team leaders will be reaching out to you personally to help resolve any outstanding issues. Again, we sincerely apologize for any inconvenience or frustration.

  Warm Regards,

  The Zego Team

• Initial Complaint

  Date:01/03/2023

  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.

  Hello. I am a resident of Leisurton South located in *****, ********. The condo that I live in is managed by ************************************. I have been overcharged a $25 dollar Miscellaneous debit from pay lease on January 3, 2023. My account was already charged a $25 fee for insufficient funds on December 30, 2022. I want my $25 dollars returned to my savings account immediately or I will file a lawsuit. Please give explanation and reason as to why my account has been charged an extra fee.

  Business Response

  Date: 01/03/2023

  Hello,

  We sincerely apologize for any confusion, and hopefully we can help provide some clarification on this issue. Per the terms and conditions agreed to prior to submitting a payment, an insufficient funds (***) fee will be charged to the account holder should the payment be returned for insufficient funds. The Zego system will attempt to debit the *** fee from your account twice (if the first attempt is unsuccessful), and if it is unsuccessful in its second attempt to retrieve the fee then it will stop immediately.

  In this case, it looks like we tried to collect the $25 *** fee twice, but were denied by your bank both tries. Any debit will have been from your bank or property management company, since Zego could not collect the *** fee.

  Please note that for a returned payment, there may be charges from other parties involved such as your property, and your bank.

  If you have any further questions, we encourage you to reach out to your bank. If you would like to speak with a Zego representative, you can always give us a call at ************** (select option 1 and ask for Tier 2 support), or open a support case at ***************************************************

  Thank you,

  The Zego Team

  Customer Answer

  Date: 01/03/2023

  A fee 

  Business Response

  Date: 01/04/2023

  Hello,

  It looks as if your follow-up response may have been cut off. But we would be happy to speak with you over the phone or via email. Please give us a call at ************** (select option 1 and ask for Tier 2 support), or open a support case at ***************************************************

  Thank you,

  The Zego Team

• Initial Complaint

  Date:11/30/2022

  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.

  In 10/3/2022 a resident came into our apartment complex and filled out a Rental Application. He paid the $ ***** fee associated with running his credit to be approved. This was processed thru a company called Zego A Global Payments Company. On 11/1/2022 I received an e-mail from this company the prospect was disputing the charges. I provided **** all the proof Customer was aware and consented to the charge. On 11/22/2022 **** charged us back for this amount. I have been trying to call this company to f/u but apparently the chargeback ***** doesn't take calls only e-mails. I left messages for customer reps to have a supervisor call me back to this issue but to no avail. I spoke with ****** today in **************** to try the last time to get someone to call me back. If no call is received I will stop using their services.

  Business Response

  Date: 12/02/2022

  Hello,

  We are incredibly sorry for our lack of communication on this matter. We did reach out to ************************* yesterday, but have not heard back yet. Our Chargeback team is diligently researching this transaction. Once we get more information from them, we will have one of our support team managers give you a call.

  We appreciate your patience, and look forward to resolving this issue. Thank you,

  The Zego Team

• Initial Complaint

  Date:10/21/2022

  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 am enrolled for credit reporting through Zego and it says that my last reported month was back in January 2021. I called Zego and they told me that this has been an ongoing issue with many customers. I asked when this will be resolved and he told me that he didn't know and that I should just sit back and be patient. It's now October 2022. I think I've been pretty patient so far, but my patience is starting to run out. I want my payments reported to credit bureaus so I can started building up my credit score.

  Business Response

  Date: 10/24/2022

  Hello,

  We sincerely apologize for the delay with this issue. In our system, if a customer opts into credit reporting and stays opted-in, we rarely see any problems. However, if a customer opts out of the service and then opts back in, that can cause their reporting to pause. Our product and engineering teams are still working on a fix for this issue. Unfortunately, we do not have a timeline for when a fix will be implemented.

  Thank you for bringing this to our attention. We have alerted our product and engineering teams that this issue is still arising, and hope to have an update soon.

  Please open a support case at https://******.force.com/residents/s/contactsupport so that our support team can keep you updated on the status of this.

  Thank you for your patience,

  The Zego Team

• Initial Complaint

  Date:10/10/2022

  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.

  Refer to the attached. Zego was unable to process the payment.

  Business Response

  Date: 10/11/2022

  Hello ****,

  We sincerely apologize for any confusion. We were able to process both transactions referenced in your attachment. Per the terms and conditions that you agreed to when submitting the payments, once processed, ************** fees are non-refundable. Only the portion remitted to your property was eligible for a refund. Please let us know if we can provide any further assistance.

  Thank you,

  The Zego Team

  Customer Answer

  Date: 10/11/2022

  Hello,

   

  Thank you for the response! However, this is not an acceptable response to resolve this matter. These were duplicate rental payments that were made by accident and they should never have been posted to my credit card. My landlord is also aware of this matter and wants **** to refund these credit card fees because they were unable to do so. It is not fair that I have to pay these fees for payments that were never meant to be processed on my credit card. The ************* mobile application that I submitted the rent paymetns on had an error causing both of these duplicate payments to be processed without my authorization.

   

  I understand that refunds for credit card fees are normally outside of Zego's policy, but respectfully request an exception to refund these payments because I never desired to charge them to my credit card. These were both duplicate payments there NEVER meant to be processed.

  ****

  Business Response

  Date: 10/20/2022

  Hello ****,

  After further investigation on behalf of our support team leadership, our records show that both payments were submitted by your user account and not due to any error in our system. If the duplicate payments were due to an error with The *************** mobile application, then Village Green would need to either refund you directly or reach out to us in regards to this matter.

  We encourage you to give your property management company a call, and have them contact our client support team if they have any questions regarding the transactions.

  Thank you,

  The Zego Team

  Customer Answer

  Date: 10/21/2022

  Hello,

   

  Thank you for the message! I had reached out to Village Green and they are unable to refund me the payments because they were collected by ****. They said that **** would have to be the one to refund for these fees. These two payments were not meant to be processed and we were unable to cancel them at the time.

   

  ****

• Initial Complaint

  Date:08/25/2022

  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.

  This company did not update my account with my payment. They did not update my email, with my phone number. They did not have anyone responsible August 24 to update my account. On August 25 I talked to a supervisor that stated he was a manager. This company needs to have proper information to help the customer and provide good customer service. I do not know if this ********************** takes any notes or cares about the customer they are helping. I believe that since they did not do there job correctly they need to refund me 100 for each unpaid month since they never updated my card information. Furthermore the supervisor is not a manager. He was very *** and wants to talk over the customer and the agent on the 24 just did not update any information. All the managers and supervisors were in a meeting. However they could had a responsible person or manger or supervisor to help while all other managers and supervisors are in that meeting. I believe that they don't want to provide proper customer service. I could had lost my house if I was not notified.

  Business Response

  Date: 08/26/2022

  Hello *******,

  We sincerely apologize for any confusion or misunderstanding on our end. 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 shortly to discuss any further concerns.

  Warm Regards,

  The Zego Team