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:07/08/2025

  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.

  This company has tried to collect $36 from my Apple Card many times a week since March. It has always been declined and I have called the company and said Ive never heard of them and yet they have some of my personal information like email address. I have asked them to stop trying to collect from my Apple card. They say I have a subscription and I have tried to cancel the subscription 3 times even though I dont have any subscription. They keep putting me off by saying its in the hands of internal support team. This is affecting my health and I want them to leave me alone.

  

  Business Response

  Date: 07/11/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration and inconvenience you've experienced.
  
  Our ************************** is an optional feature that offers added security, including identity monitoring and fraud protection during online transactions. This service is presented as an add-on after a bill payment is completed and requires user confirmation before activation.
  
  Please rest assured that your subscription has been fully canceled as of June 23, 2025, and no further charges will occur.
  
  We genuinely regret any confusion this may have caused. Your input is valuable and helps us improve the transparency and clarity of our optional service offerings moving forward.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at *********************** or by calling **************.
  
  Sincerely,
  Papaya Pay

  Customer Answer

  Date: 07/11/2025

   
  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:07/01/2025

  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.

  This company tired to charge my bank card and I have no clue why. Ive never used their service. ***** declined it due to fraud, and now my debit card has to be replaced 4 days before we leave for vacation so we wont get it in time!

  

  Business Response

  Date: 07/07/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and inconvenience this situation has caused.
  
  The charge you're referring to appears to be related to our *************************** This is an optional service that offers additional security features, including identity monitoring and fraud protection during online transactions. This service is presented as an add-on after a bill payment is completed and requires user confirmation before activation.
  
  Please rest assured that your subscription has been fully canceled as of July 2, 2025. No further charges will occur.
  
  We take your experience seriously and are actively reviewing how we present optional services to ensure they are clearer and more transparent. Our goal is to prevent situations like this from happening again.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at *********************** or by calling **************.

• Initial Complaint

  Date:06/29/2025

  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.

  I have noticed this company charging me after receiving a medical procedure. I have NEVER subscribed to any such service with that company. I called the company and they were not able to help **** called my bank to file a complaint and stop any future payments. While doing that, I realize that this was not the first payment taken out of my account. These activities are highly predatory and should be punished accordingly.I am seeking FULL refund for 13 months of these charges of $36 each, for a total of $468.

  

  Business Response

  Date: 07/02/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  After reviewing your account, we found that the charges in question were associated with our Privacy Protection servicean optional feature that offers identity monitoring and fraud protection during online transactions. This service is presented as an add-on after completing a bill payment and requires user confirmation before activation.
  
  We can confirm that your subscription has been canceled. Upon further review, we found a total of 11 charges from July 2024 through June 2025, with no charge made in November. A full refund of $396 has been processed. Please allow ********************************************* your account, depending on your banks processing time.
  
  We take your feedback seriously and are actively working to improve transparency around optional services to help avoid similar experiences in the future.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at ************** or by calling **************.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:06/21/2025

  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.

  I am filing this complaint because I have been charged $36 (repeatedly) by Papaya Pay for a service I did not knowingly agree to or authorize. I did not subscribe to any paid service, nor did I receive confirmation or disclosure about these charges at any point.These charges were discovered while reviewing my bank statements. I have not used any paid services from Papaya Pay, and I have no recollection of consenting to recurring charges.I have attempted to resolve this issue through Papaya Pays support channels but have not received a proper response or resolution.I am requesting:A full refund of all unauthorized charges.Immediate cancellation of any account, subscription, or service linked to my payment method.That all communication be conducted via email only. Please do not call me under any circumstances.These charges were made without my informed consent, and I expect this issue to be addressed and resolved promptly.Desired Outcome:Full refund of all unauthorized charges Cancellation of any service or subscription Email-only communication moving forward

  

  Business Response

  Date: 06/24/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  After reviewing your account, we found that the charges in question were associated with our Privacy Protection service—an optional feature that offers identity monitoring and fraud protection during online transactions. This service is presented as an add-on after completing a bill payment and requires user confirmation before activation.
  
  As of today, June 23, 2025, your subscription has been fully canceled, and we have processed a full refund of $108. Please allow 2–3 business days for the refund to appear in your bank account, depending on your bank's processing time.
  
  We sincerely apologize for any confusion or inconvenience caused. Your feedback is important to us, and we are actively working to make our opt-in process for optional services clearer and more transparent to prevent such misunderstandings in the future.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at [email protected] or by calling (888) 850-5196.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:06/21/2025

  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.

  I paid a bill using papaya and then I received an email saying that they were gonna charge me $39 to continue the service and I never signed up for that. All I did was pay the bill and Ive tried to get in touch with them and tell them to cancel it and I have had no response and they ended up taking it out of my checking account and Im

  

  Business Response

  Date: 06/24/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  The charge you're referring to appears to be related to our Privacy Protection service. This is an optional service that offers additional security features, including identity monitoring and fraud protection during online transactions. This service is presented as an add-on after a bill payment is completed and requires user confirmation before activation.
  
  Upon reviewing your account, we can confirm that your subscription has been canceled as of yesterday, June 23, 2025, and a refund of $39 has been processed. Please allow 2–3 business days for the refund to reflect in your bank account, depending on your bank’s processing time.
  
  We genuinely regret any confusion or inconvenience this may have caused. If you did not intend to enroll in this service, we appreciate you bringing it to our attention. We are continuously reviewing our processes to ensure clarity and transparency for all users.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at [email protected] or by calling (888) 850-5196.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:06/13/2025

  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.

  This is the worst billing company that I have ever dealt with. I just receive text messages which I never authorized and think it is a scam. I have requested 3 times an itemized bill mailed to my house. I still have not received a paper bill. Want to pay bill to the medical provider not 3rd party billing company that cant seem to sent a bill to my house.

  

  Business Response

  Date: 06/17/2025

  Thank you for reaching out to us. We truly appreciate the opportunity to assist you with your concerns.
  
  Papaya is a third-party payment platform that some healthcare providers and their billing partners use to send digital notifications and offer convenient online payment options, such as our Text-to-Pay (Digital Presentment) service. However, we do not generate or issue bills ourselves — we only display information provided directly by the billing provider.
  
  To ensure your account is secure, we would appreciate it if you could forward the message you received, including the phone number or link it came from, to our support team at [email protected]. This will allow us to investigate the matter promptly and verify the source.
  
  We take these matters seriously and are committed to maintaining consumer trust. If you have any further questions or need support, please don’t hesitate to contact us at (888) 850-5196.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:06/09/2025

  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.

  I received an email thanking me for subscribing for a service. I have NEVER subscribed to any such service with that company. I called the company twice, and they were unable to find any account under my name (which is a very common name) or my email address. Obviously, they CAN take my money anyway. At that point, I called my bank to file a complaint and stop any future payments. While doing that, I realize that this was not the first payment taken out of my account.They are fraudulent and predatory in their practices.

  

  Business Response

  Date: 06/12/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  Our ************************** is an optional feature that offers added security, including identity monitoring and fraud protection during online transactions. This service is presented as an add-on after a bill payment is completed and requires user confirmation before activation.
  
  Your subscription was canceled on June 9, 2025, and a refund of $39 was processed on the same date. To ensure you are fully reimbursed for all related charges, we also issued an additional refund of $72 on June 11, 2025.
  
  Please allow ********************************************** your bank account, depending on your banks processing times.
  
  If you have any further questions or need additional assistance, feel free to reach out to us at ************** or call us at **************. Were here to help.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:06/08/2025

  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.

  I paid a medical bill using Papaya in June of 2024. I never signed up for Papaya privacy protection when paying the bill. I also never received any emails from them until May of 2025 saying that my service was going to renew. I was able to contact them and they are issuing a full refund but they obviously are scamming people out of money.

  

  Business Response

  Date: 06/12/2025

  Thank you for reaching out and for sharing your experience I completely understand your concern and I appreciate the opportunity to clarify this matter.
  
  Our ************************** is an optional service that offers additional security features, including identity monitoring and fraud protection during online transactions. This service is presented as an add-on after a bill payment is completed and requires user confirmation before activation.
  
  Were glad to hear that our team has already processed a full refund for you. Please know that we take concerns like this seriously, and we are actively working to ensure the enrollment process for optional services is as transparent and user-friendly as possible.
  
  If you have any further questions or need additional assistance, feel free to reach out to us at *********************** or call us at **************. Were here to help.
  
  Sincerely,
  Papaya Pay

• Initial Complaint

  Date:06/05/2025

  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.

  On 5/16/25 I paid a medical bill through Papaya. On 6/4/25 $39 was charged on my credit card for a service that I never authorized. Ive been unable to contact them.

  

  Business Response

  Date: 06/06/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  The charge you're referring to appears to be related to our *************************** This is an optional service that offers additional security features, including identity monitoring and fraud protection during online transactions. This service is presented as an add-on after a bill payment is completed and requires user confirmation before activation.
  
  Upon reviewing your account, we can confirm that your subscription has been canceled as of today, June 6, 2025, and a refund of $39 has been processed. Please allow ********************************************* your bank account, depending on your banks processing time.
  
  We take your feedback seriously and are actively working to improve transparency around our optional services to avoid similar experiences in the future.
  
  If you have any further questions or need assistance, our support team is here to help. You can reach us at ************** or by calling **************.
  
  Sincerely,
  Papaya Pay

  Customer Answer

  Date: 06/06/2025

   
  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:06/02/2025

  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.

  Today we were received a notice of signing up for a free trial for Papaya ***************** services. I was paying a medical bill and some how got signed up for this service. I feel it completely taken advantage of and after reading other complaints on the BBB it appears this has happened to MAY others as well. I am contacting the BBB after trying for an hour to cancel online but the service wont even let me log on as I never created an account and none of my data is linked to an account to cancel. Further, the intermingling of data is a total HIPPA violation!I want the "trial" canceled immediately and I do not authorize future charges for an ongoing subscription I have no interest in.

  

  Business Response

  Date: 06/06/2025

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify this matter.
  
  The free trial you referenced is associated with our *************************** which is an optional add-on offered after the completion of a bill payment. It provides enhanced security features such as identity monitoring and fraud protection. Importantly, this service is never automatically activated it requires explicit user confirmation before enrollment.
  
  Upon reviewing our records, we can confirm that your subscription was successfully canceled on June 2, 2025, and no charges will be made.
  
  We want to assure you that protecting your personal and billing information is a top priority for us. We are not a healthcare provider and do not store or manage any medical records, so no ***** regulations are violated in the course of our services. That said, we are continually working to improve transparency around optional services and appreciate your feedback.
  
  If you have any further questions or need additional assistance, feel free to reach out to us at ************** or call us at **************. Were here to help.
  
  Sincerely,
  Papaya Pay