Business Profile
Payment Processing Services
EverCommerce Solutions Inc., DBA PaySimple IncComplaints
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/12/2024
Type: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.
Trying to 3 years to migrate my business billing info to another company. They will not answer calls at their number to return emails (dozens of each). As a result, other billing companies will just give up. It has been a miserable experience and the worst customer service possible. I really wish you would do something about this. There are hundreds of companies that have complained about Paysimple.
Business Response
Date: 12/19/2024
Management has been in direct communication with the customer regarding their request to migrate business billing information and will continue working with the customer until their concerns are resolved.Initial Complaint
Date:11/05/2024
Type: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.
Paysimple has not release 1 single payment to my company in over a yr now but charged me every month the fee to have the services they claim to provide. They stated that my account was not verified thus why there is a hold on my account. If that's the case how are they taking monthly fees!!! This has caused my business to fail and take a huge loss in revenue! I will be pursing this matter in court!Business Response
Date: 11/13/2024
PaySimple management contacted the customer directly to resolve their concerns.Initial Complaint
Date:11/05/2024
Type: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 cannot log in to my Pay Simple account and i have called at least 10 times for help to log in - it just goes to voice mail. Cannot talk to anybody. I have also sent emails and none of them have been addressed.Business Response
Date: 11/06/2024
PaySimple has contacted the business directly and worked together to resolve their concerns.Initial Complaint
Date:08/05/2024
Type: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 business has been on an ACH monthly subscription and it came to my attention recently that it hasnt been cancelled. We havent used the service for 2 years but still have been charged $85 per month.When I requested a refund they refused to provide anything. Even though Ive been a customer for around 6 years.They have gotten so much money from us already, and havnt provided any services.Business Response
Date: 08/12/2024
Our senior management team has been in contact with the customer and will resolve the concerns while working directly with the customer.Initial Complaint
Date:06/10/2024
Type: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 Billing has been used by my business for 13 years. They are negligent, don't answer calls or emails, lock me out of the system, and make it impossible to switch to another billing company for my business. They are so sloppy and unprofessional it effects the success of what I do.Business Response
Date: 06/18/2024
Management team has reached out directly to the customer and has been in contact with them to resolve their concerns.Initial Complaint
Date:02/05/2024
Type: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.
Our organization is in the process of migrating from multiple donation platforms to one platform. Paysimple has been our processor for ACH donations for several years. We requested an export of our data that would go directly to Stripe, which is the processor our new platform uses. Paysimple sent over the paperwork, letting us know that the export would cost $500 and that they would export the data ***** days after receiving our signed waivers. We submitted our signed paperwork on December 12. Paysimple responded on January 12, letting us know they received our forms and that the process can take between ***** business days. They did not respond to several emails and calls following up between December 12 and January 12. Since January 12, they continue to fail to respond to any outreach on our part. As far as we can tell, they are currently ignoring our emails and the export has still not happened. It has been almost two months since our paperwork was submitted. Sadly, this type of poor service is not uncommon for payment processors who are losing business, but it's unacceptable. We are requesting that they finish the job and waive their $500 fee since they have not followed through on their end.Business Response
Date: 02/12/2024
Management is in communication with the business and will work directly with the customer to resolve any outstanding concerns.Customer Answer
Date: 02/16/2024
Better Business Bureau:
Paysimple has finished the export that they had been failing to complete. I'm still waiting to hear from them to see if they're willing to decrease our cost as requested.
Sincerely,
*************************Initial Complaint
Date:01/03/2024
Type: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.
We were thinking of using paysimple for billing. They required our bank account information in order to set up and see if it works for us. Right after we set the account up we saw that it would not work for us and requested they cancel. We were surprised to see they were billing us monthly for a few months. We contacted them again to make sure they cancel and get a refund. After another reaching out the said we hat to fill this whole form in order to cancel and they assured us that we would stop getting billed. Well guess what? Next month we got billed again. We requested again the cancel and refund and they said again they would not bill again. Well they just billed again and they claim that this would be the last month they bill us. I dont believe them and they did not refund me anything they billed. I dont want to have to change my bank account just to have them stop billing us but we might have to do them. Save yourself the headache and do not use them. Its a marriage you will be stuck in.Business Response
Date: 01/04/2024
Management has worked directly with this customer to ensure all concerns are now resolved.Initial Complaint
Date:05/05/2023
Type: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.
** Feb 2023, I did a trial program of a electronic health record system, ************** who uses PaySimple for credit card processing. Upon sign up, I entered my bank account information in order to process health insurance claims and receive deposits. This was also used in the paysimple set up. A few days later, I received an email from PaySimple stating there is a monthly fee and penalties. I contacted Paysimple and received an email that I would not be charged any monthly fees because I was using the ************** software. I then cancelled my trial with ************** and assumed this translated to the credit care processing. I emailed Joy **** at Paysimple expressing my desire to cancel. I then started to receive random amounts of charges on my bank account and my bank statements do not reflect a company, only MERCH BANKCARD BILLNG. The amounts of the charges were ****, ****, $29.95, and *****. After investigating all places where my bank info was stored and emails from paysimple, I realized this charge had to be their company. Initially the representative said she couldnt see any charges except for **** until I said it has the exact same company name on the charge as the $*****. Which is the **** fee and the ***** threatened to be charged monthly for noncompliance with PCI. I contacted paysimple and was told they are not allowed to issue a refund and I needed to do a PCI Compliance survey even though I didnt use and never used the program. They transferred me to PCI to setup an account, complete an unnecessary survey, who then transferred me to WorldPay. WorldPay says they cannot help with my refund it is up to PaySimple. Now every attempt to contact Paysimple does not go through and Im forced to leave a voicemail. I just want them to remove my bank account Information from their system and issue a refund of these charges for a service I never used or agreed to.Business Response
Date: 05/10/2023
Management has reviewed the account and is working directly with the customer to resolve their concerns.Customer Answer
Date: 05/17/2023
I attempted to wait the 7 days that Pay Simple stated I would receive a refund for the fees that were charged to my account. As of today, I have not received a refund so this has not been resolved. The company actually sent me a notice via mail that I received yesterday regarding further billing although Ive completed all documentation to close out any accounts with this company.
Please advise on what I can do to resolve this issue.
Thank you!
Business Response
Date: 05/31/2023
Management has been working directly with the customer to provide resolution via refund. The refund has already been issued. We will continue to work directly with the customer until the refund is received.Customer Answer
Date: 06/08/2023
Complaint: 20022735
I am rejecting this response because:
The issue has not been resolved. I am still awaiting a refund. The company required me to send my personal bank statements to them to show the charges being taken out of my account and that I have not received a refund. They now want me to send a blank check. Is there anyway that BBB can help with this further?
Thank you for your time.
*****************************Business Response
Date: 06/13/2023
Senior management is working directly with the customer and has provided two separate options to receive a refund. Management will continue to work with customer until concerns are resolved.Initial Complaint
Date:04/12/2023
Type: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 am writing to file a complaint against Paysimple regarding erroneous charges and poor customer service. I stopped using **********************'s services in November 2022, but I noticed that I was charged for several additional transactions that were made after I discontinued the service.I tried calling Paysimple multiple times to get in touch with someone about this issue but was unsuccessful until January 2023. After finally getting through to a representative, it was discovered that I had been charged for someone else's account. Since then, I have made multiple attempts to call and email to have this issue resolved, but my efforts have been met with poor customer service.The most recent notice I received was that I was owed the amount of "We have determined a refund in the amount of $1,499.79 for charges from 2021-Present is due to you for erroneous billing, and we will issue that refund to you via check." I provided a w9 form as requested, but I never heard back. When I reached out again, they informed me that the w9 was incorrectly formatted, and I needed to submit another. I was not informed of this formatting issue previously. I sent the updated w9 form two weeks ago, and I still have not received my refund check.Furthermore, I was charged several times after discovering the overpayment issue, which only added to my frustration and dissatisfaction with Paysimple's services. I request that Paysimple resolves this issue immediately and issues my refund check as soon as possible. I hope this complaint will be resolved promptly.Business Response
Date: 04/17/2023
The refund has been issued and concerns have been addressed. Management is working directly with the customer to resolve this issue.Customer Answer
Date: 04/19/2023
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:02/13/2023
Type: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.
Paysimple has been the software for our customers to pay for our insurance premiums. My company is *********** **** This past year, my business partner died. I thought this would be a simple process to change the contact and mailing address from him to me as I am the company president. After 2 months of continued document sending and emails, I am no longer getting communication from Paysimple. They have 2 months of our funds from our customer payments that they have not returned. I have have been very patient and have provided them everything asked for. Still no release of OUR funds.Business Response
Date: 02/20/2023
PaySimple worked directly with this customer to ensure held funds have been released and the issue is resolved.Customer Answer
Date: 02/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and it has finally been resolved
Sincerely,
*******************
EverCommerce Solutions Inc., DBA PaySimple Inc is BBB Accredited.
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