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Business Profile

Computer Programming

Ivy Pay

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Programming.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 used Ivy Pay since they were a new company - over 10 years ago, and I have never had an issue until now. They do not have a phone number, only a general email address and a way to submit a message through their app. I have send more email, and more messages through their app than I can count. I have asked for an email and/or phone call back and after two months of trying I finally got an email back from a person. I responded asking for help with a certain unique issue and got no response! I then replied again and still no response. I literally do not know what else to do??? I cannot get ANYONE to respond to me at all! I am completely at a loss and my issue is still not resolved.

  • Initial Complaint

    Date:03/04/2025

    Type:Order Issues
    Status:
    Answered
    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.
    Ivy Pay has withheld deposits owed me that my clients paid then under the (false) pretenses that they would pay me in turn. They have been unresponsive to my pleas, refuse to talk on the phone, lied to me about timelines, and are now not responding. Given their HIPAA status and working with mental health clients I think this level of fraudulent behavior should carry extra significance as they are entrusted with PHI that is legally protected. I am not the only one to experience this fraudulent and unresponsive behavior and am seeking accountability, finances to be returned to my clients or passed onto me as they are contracted to do, and further assurances that this will not happen in the future to any of my colleagues who may choose to work with them.

    Business Response

    Date: 03/07/2025

    Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution. Looks like you were able to be in touch with our team on this, but please let me know if there's anything I can help with in the future at ********************* Warmly, ******* at Ivy

  • Initial Complaint

    Date:02/24/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 been a customer of ********************** for ~2 years with no complaint. Last week, I tried repeatedly to upload a new client and was given the message that the client t already exists. This client t is not in my current or archived list. IvyPay has not contacted me back after two tries through the customer service button. I cant upload supporting docs without violating HIPAA

    Business Response

    Date: 02/26/2025

    Thanks for your message. Looks like you were able to be in touch with our team on this and continue to use the service since - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at Ivy

  • Initial Complaint

    Date:12/13/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Ivypay, which is the business that processes my payments to my therapist, said they sent my statements for the year to my insurance on Nov 29 2024. I initially requested they do this because to do so on my own is extremely tedious and time-consuming. I had to log in per statement and download it, then re-upload it to my insurance portal. I needed to do this because I will likely hit my out of network deductible and anticipate having more out of network care through the end of the year. It's extremely important I have these filed.Ivypay said they sent a total 11 statements on that date (Nov 29 2024) to my insurance. They sent one additional statement automatically on 12/6 as well for the session I had that day. Each of these statements (12 total so far) cost me $4.95 to send from Ivypay to my insurance. So far, I have paid $59.40. I do not know how to turn this functionality off within their website, so they will likely atomically send another statement today (12/13/2024) as well. I did not ask them to automatically send future statements and did not authorize this.I have called my insurance 2-3 times now and they have none of these statements on file. I have emailed with Ivypay since November 19 2024 about these statements, and they cannot confirm they've sent the statements. They will not follow up about this and have stopped replying to my emails starting December 4 2024. I have followed up with them 2-3 times since then, my most recent follow up being December 11 2024. I asked them for a refund since the statements never reached my insurance, and thus I paid for a service they did not fulfill. There is no phone number that I can call them at - email is my only option.I'd like a refund for all statements they said they sent so far ($59.40) and any future statements they automatically send without my approval. I want Ivypay to turn off automatically sending statements on my behalf as well.

    Business Response

    Date: 12/16/2024

    Looks like you were able to resolve this  - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at Ivy

    Customer Answer

    Date: 12/16/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** ******-****

  • Initial Complaint

    Date:12/12/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    Signed up to use Ivy Pay for billing services on 6/10/24 1. 6/20/24 Client 1 (ID: ********* charged $125 2. 7/17/24 Client 1 charged $125 3. 7/25/24 Client 1 charged $125 4. 8/12/24 Client 1 charged $125 5. 8/29/24 Client 1 charged $125 6. 9/18/24 Client 1 charged $125 7. 10/10/24 Client 1 charged $125 8. 10/22/24 Client 2 (ID: ********* charged $125 9. 10/30/24 Client 1 charged $125 10. 11/13/24 Client 1 charged $125 11. 11/22/24 Client 2 charged $125 Total charges = $1375 On or near 12/2/24, I linked my checking account to ********************** in order to have these funds (minus their 2.75% fee) deposited into my account. According to their app it could take several days for funds to transfer. It has been 10 days or more and the money is not in my bank account and I can no longer access my account on the app. I have contacted them via email with no reply and have left a message at their customer support number with no return call thus far. I am a single mother trying to start up a small coaching business and these funds represent the entirety of what I achieved in 2024. I need this money for bills and for Christmas! Please help!Thank you so very much,****** ****** ************

    Business Response

    Date: 12/16/2024

    Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.

    Customer Answer

    Date: 12/16/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    The funny part is that Ivy Pay did, in fact, refund the payments.
    Sincerely,

    ****** ******

  • Initial Complaint

    Date:07/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 used IVY Pay for the last four years and have been generally pleased with their services. However, recently (July 5, 2024), they withheld funds. My clients' cards were charged. I was asked to verify my account, which I did. The steps to verify felt unusual to me so I talked with my own bank about it. I verified my account on July 10, 2024. However, no funds have been deposited in my bank account. Further, I 'ran' my clients' credit cards on July 10, 2024 (for that week) and have not received those funds either. IVY Pay's paperwork clearly states that funds will be deposited within 2 business days. I have reached out to IVY Pay via e-mail every day since July 5, 2024. Ivy Pay does not have a phone number nor a mailing address and only uses and responds via email. I have not received an email response to my daily requests for clarification.

    Business Response

    Date: 07/25/2024

    Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.

    Looks like you were able to resolve this - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at Ivy

  • Initial Complaint

    Date:07/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 started using ivy pay and Ive not received my money I gt paid from clients .is ivy pay a fake site . I need help on how to get paid .

    Business Response

    Date: 07/25/2024

     Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.

    Customer Answer

    Date: 07/26/2024

     
    Complaint: 21995440

    I am rejecting this response because: Im not satisfied my money is still on their app . They should release it

    Sincerely,

    *************************

  • Initial Complaint

    Date:05/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 signed up for Ivy Pay in late April. They owe me quite a bit of money. They insist it is being deposited in my business banking account but it is not. I have emailed asking for a supervisor. There is no phone number to call. I left a previous credit card processing company to come to Ivy Pay and I really need to be paid. I would like for them to please deposit my funds. You may call me at ************.

    Business Response

    Date: 05/29/2024

    Thanks for your message. Looks like you were able to be in touch with our team on this and continue to use the service since - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at Ivy

  • Initial Complaint

    Date:05/13/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Ivy Pay has not sent us a deposit in over 2 weeks. We rely on their processing to pay our employees and financially operate the business. They have not responded to multiple calls and emails. This has been a horrible experience. As soon as we receive our funds, we will no longer be doing business with Ivy Pay.

    Business Response

    Date: 05/21/2024

    Thanks for your message. Looks like you were able to resolve this and continue to use the service since - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at Ivy

  • Initial Complaint

    Date:03/19/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Ivy Pay was the third party provider that my therapist used to handle payment. Ivy Pay charged me $7.25 per session to file the superbill to my insurance on my behalf. However, they did not file any of the claims for me. First of all, it was very difficult to get in touch with their customer service - you can only contact them via email. Second, they are very slow and not responsive. I sent my first email to them on 2/28, asking about the status of my superbill claims. By 3/18, I have sent 7 follow up emails but the issue has not been resolved. They only mentioned that they are looking into this issue. In addition, when I asked them to send me my superbills so I can just submit them on my own, they have not responded to my emails at all.

    Business Response

    Date: 03/29/2024

    Looks like you were able to resolve this  - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at Ivy

    Customer Answer

    Date: 03/30/2024

     
    Complaint: 21453779

    I am rejecting this response because: IvyPay charged me $7.25 4 different times to submit the insurance claims on my behalf. However, IvyPay did not submit any document to process the claims for the 4 different therapy sessions. I had to call my insurance and the representative from my insurance company had to find the therapists information to submit the claims for me. 

    I want a refund of $29 as soon as possible. 

    Sincerely,

    *******************

    Business Response

    Date: 04/09/2024

    Looks like you were able to resolve this - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at Ivy

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