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:08/23/2022

  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.

  This company removed a positive account from my credit with no dispute to the information that was there. They are giving me the run around and will not put the account back on my credit. I believe it was strategically removed to keep me at the apartment complex that I am living in because I ended my lease and am month to month. This happened July 22, 2022. It showed that Ive never been late and had positive payment history its obvious why they would remove it. I would just like it reported again as positive to ALL of my credit bureaus.

  Business Response

  Date: 08/26/2022

  Hello *******,

  We sincerely apologize for any lack of clarification on our end regarding your credit reporting. We took a look into your account and found that it was still connected to our legacy product with Rent Manager software. As of July 2022, we no longer offer credit reporting for Rent Manager users. Rent Manager sent out communication about this matter. Since we no longer offer reporting, your tradeline with us was closed. If you have any further questions, please don't hesitate to reach out to our team at ************** (select option 1 and then ask for Tier 2 support). Or you may also reach out to Rent Manager support.

  Warm Regards,

  The Zego Team

• Initial Complaint

  Date:08/02/2022

  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 had to pay my daughters rent for her college apartment through a realty company that uses ZEGO services for credit card payments. ZEGO charges an extra fee for each transaction. I made an erroneous credit card payment to the realty company which they refunded to me but could not refund the extra $38.01 charged from ZEGO for using a credit card because ZEGO would absolutely no way refund their charge under any circumstances. I tried to reason with ZEGO over the phone. They say all their charges are absolutely non refundable. They collected $38.01 for nothing. A total scam!!!

  Business Response

  Date: 08/04/2022

  Hello *****,

  We are sorry to hear about this unfortunate situation. As a third-party payment processing company, Zego does charge a service fee per transaction. Once you go through the payment flow, the fees will be displayed next to the payment type you wish to use. You can opt to use or decline the service at this point, before the payment is submitted. Per the terms and conditions of use agreed upon by each user, all service fees are non-refundable.

  However, since we see that you have already submitted a new credit card payment for the correct amount and scheduled a future auto pay, we have reached out to our Payment Operations team to see if a one-time courtesy refund is possible for this case. We will have one of our support team managers reach out to you once we hear back from Payment Operations.

  Thank you,

  The Zego Team

• Initial Complaint

  Date:07/08/2022

  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.

  Zego will not allow me to remove my debit cards. When I try to remove my cards from the website I get an unknown error. Holding cards hostage.

  Business Response

  Date: 07/11/2022

  Hello,

  We sincerely apologize for any inconvenience this has caused. We are not sure why the system would not allow you to remove your debit card information from your **** account. Please reach out to our support team, and they will be able to easily remove the card ************.

  You can give our support team a call at ************** (option 1 & ask for Tier 2 support), or open a support case at https://******.force.com/residents/s/contactsupport if you prefer to communicate via email.

  Thank you,

  The Zego Team

• Initial Complaint

  Date:07/07/2022

  Type:Service or Repair 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 charged rent to the wrong card (which was my grandmothers) on accident on May 5th 2022. She reported as fraud a few days later and once she realized it was me we withdraw our dispute and provided all documentation asked for but **** continued the process. I was notified on June 22, 2022 by my apartment that zego refunded the money but I have not received that refund. The bank says there is nothing pending and contact zego. When I contacted zego I waited on the phone so long it hung up (45 minutes) no one called back. I finally got a call back and spoke with some who stated all the dates I gave them match up but they dont know where the money is. I have asked to be put in contact with ***** who is a lead analyst with zego and was working on my case but no one can give me a email or phone number for her and no one can one can put me in contact with whoever is working my case with ****. Also I was told I and my apartment manager was I would be ccd in an email regarding my case and I have not received that email nor has my apartment manager. I have a ******** floating around in the air because no one knows where it is although zego keeps saying its been refunded. Please help me to resolve the issue by getting my getting my money refunded properly. Thank you. I will provide whatever documentation is needed

  Business Response

  Date: 07/08/2022

  Hello Jasmine,

  We sincerely apologize for any trouble you've had getting through to our support team. We have passed your feedback along to our support team manager who is looking into why the call was disconnected.

  In regards to your refund, our records show that the funds were reversed on the 22nd of June. We have opened a case with our Payment Operations team who will conduct research to confirm if the reversal was successful.
  
  One of our support team leads will be sending you an email shortly to keep you updated on this matter.

  Thank you,

  The Zego Team

  Customer Answer

  Date: 07/09/2022

  
  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,
  
  ***************************
  
    Thank you for getting back with me. I appreciate someone finally reaching out however, as a customer I shouldnt have to file a complaint with the BBB to get a response or to speak with a supervisor. This has been going on since May and this is the first time anyone from zego has said anything to me. Please make it easier to reach a supervisor and not have someone on hold for so long the phone hangs up and nobody calls back. Thank you
  

• Initial Complaint

  Date:06/15/2022

  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.

  My landlord uses Paylease to collect rental payments. I have always paid through a management company up until this month. (June) so a few days after I had made my payment,(06-08-22) Paylease randomly took $25 dollars out of my account. I called on 06-09-22 talked to a representative and the lady gave me a name of whoever she said had authorized Paylease to take my money. She stated that there was no phone number for the company, but did give me an web address. The web address she had given me was for a domain site being sold. I called back to Paylease AGAIN and this representative placed me on hold. I stayed on hold 20+ minutes and no one picked up the line. I hung up, and called for a third time. This time I spoke to a man, and once again explained that they had taken $25 out of my account without my permission. He could never explain to me why my money was basically stolen. All he kept saying was it may have been this, or it probably was that. I requested an email with the charges listed. He stated that he would try to get someone else to send it to me. I havent received that email yet.

  Business Response

  Date: 06/16/2022

  Hello *****,

  We are very sorry to hear about the poor experience you received from our customer support team. We have passed your feedback along to our support team manager for training purposes, and hope to provide you with better support in the future.

  We were able to locate your account, and the payment that was submitted on June 3, 2022 for ******* Land & ************** LLC was returned for insufficient funds. Per the terms and conditions agreed to prior to submitting a payment, a $25 insufficient funds (NSF) fee will be charged to the account holder. This disclaimer is displayed on the Review & Submit page before the payment is processed. The account user can opt to use or decline the service at this point, before the payment is submitted. By submitting the payment, the user agrees 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 further questions regarding this, please give us a call at ************** (option 1) and ask for Tier 2 support. Or you can open a support case at https://******.force.com/residents/s/contactsupport

  Thank you,

  The Zego Team

  Customer Answer

  Date: 06/16/2022

  This company is underhanded and unethical. If the fee is posted and so clear, then there would be have been no reason for not one but three of your agents to lie to me about where my money went. The first agent even gave me some fraudulent companys name, stating thats where my money had went. I had to cancel my card and file a fraud claim. I have never experienced anything like this. 

  Business Response

  Date: 06/17/2022

  Hello,

  Unfortunately, we are not sure why our representatives were unable to give you the correct information about this transaction. We have passed your feedback along to our support team manager, who is looking into our call logs to provide further training to the representatives you spoke with.

  However, we can reassure you that this was not a fraudulent charge, this was a return fee for insufficient funds. And, if your email was on file, you should have received a notification from Zego alerting you of the return.

  Our support team leads would be happy to answer any further questions regarding this transaction. Please give us a call at ************** (option 1) and ask for Tier 2 support to speak to a support lead.

   Thank you,
  The Zego Team

• Initial Complaint

  Date:06/09/2022

  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.

  *******************************, *******************************************) REFUSED to take any form of rent payment EXCEPT auto-pay through ****. ********* intimidated me with her eyes and her tone of voice when she ORDERED me to call **** at ************ to set up a $100 increase to my auto-pay for new "utility" **** for water/sewer/garbage **** I had to use the code word "adjust" for the **** person answering the phone from ***** to understand what I wanted to do. ***** has my bank account! ***** is doing the books for **** so they can hide the theft of the money of their tenants with the help of Share and Care who is a representative payee for MANY people WHO CAN'T SPEAK UP. ********* REFUSED to let me add the $100 in the **** office since my identity was verified she said "NO, no form exists you MUST call ****". I said "it was a fake company and they were going to steal the money of the below poverty level **** tenants and ****." I had been paying the $100 by money order in the **** office that was open. April 30, 2022 I look at my bank account print out from the bank it shows on April 7, 2022 **** took out $25 WITHOUT ANY AUTHORIZATION just like I said they would. I report it to **** but NEVER a call back about it as expected.Then **** did NOT pay my rent for **** **** says nothing, May 15 I go into the **** office and pay my rent in money orders plus the $100. Oure new **** lease I was FORCED to sign has 3 garbage pick-*** a week, We Only Need One. This is a scam and ***** is involved as a trash truck came to our very small building and never took any trash or got out of the truck. **** is stealing the money using **** as a vehicle. I can tie the people connected to *********************** from **** to my ex-fianc who has TAKEN OVER my phone and my 82-yo Mom's phone. ****, **** and Share and care are connected in stealing Federal money and deceiving and misleading MANY vulnerable people, tenants like ME contact ME First!

  Business Response

  Date: 06/10/2022

  Hello *****,

  We sincerely apologize for any confusion on our end, and hope we can help answer your questions and clear some things up.

  Our records show that your AutoPay was originally set up June 28th 2019, and scheduled to run on the 1st of the month. Your April 1st, 2022 payment was returned on April 6th because we received notification from the bank that there were insufficient funds in the account. You would have received an email notification advising you of the return on that day.

  The $25 charge is the *** fee. 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. This disclaimer is displayed on the Review & Submit page before the AutoPay is set up.

  Our call log also shows that you called us on the 4th of April 2022 to make the $100 adjustment, but the call log shows the call was disconnected before the change could be made.

  You will need to contact your property management company in regards to any other claims made in this complaint. Zego is a third-party payment processing company. We facilitate online payments from residents to property management companies. If you have any further questions about our processes or security measures, you are welcome to give us a call at ************** or open a support case at https://******.force.com/residents/s/contactsupport

  Thank you,

  The Zego Team