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:12/14/2022

  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.

  We requested a data export from Paysimple in October. We have been trying to get the data from this export that cost $750 for two months. Paysimple has refused to comply with export data resolution and instead of escalating the issue to get someone else involved that can actually handle the problem, we continue to deal with the same person who is taking days to respond, while my business is losing money. This is completely unacceptable and as a company you should be ashamed. I was also charged the monthly rate for the month of December when I did in fact cancel in November and have cancellation documentation. I want this export finished as soon as possible so that we can import it into our new system and I advise that nobody ever does business with this company again.

  

  Business Response

  Date: 12/20/2022

  This concern has been escalated and we're working directly with the customer/third party to resolve the issues with the Data Transfer.  

• Initial Complaint

  Date:11/23/2022

  Type:Product 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 wanted to get more information about PaySimple, but before I knew it I was signed up. After the fact they gave me their pricing, which I didnt agree with so I cancelled. I called to get refunded since I did not use any services. I was told I would be refunded, but still have not received anything. I submitted 2 cancellation forms and received confirmation emails of the cancellation. I also called and cancelled over the phone. However I am still being charged, and still have not received my money back

  

  Business Response

  Date: 12/02/2022

  Management communicated directly with the customer to resolve their concerns. 

  Customer Answer

  Date: 12/02/2022

   
  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:11/18/2022

  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.

  Your service is TERRIBLE. After signing up I received an email stating I was declined. A few days later I got an email from your sales team asking if they could help. I replied stating that I was declined and didn't understand why he was contacting me. He never replied. I called TWICE to cancel and the second time I got a link to fill out a cancellation form. I did that and got confirmation of the cancelled account BUT stating the cancellation was in effect the day I requested instead of giving me a full refund. NOW you are asking me to sign into my account, which I am afraid to do because you are do intent on getting just a little money from me I fear this is a trick to try to get more money from me. THIS IS BAD BUSINESS!!!!!!!!!!!!!!!!! I asked for a manager to call me and nobody called, further indicating that you are interested in getting such little money, giving you a bad reputation. I already gave you bad reviews on social media and will continue to do so until I get a FULL REFUND of what I paid since I got an email stating that I was declined. If you really have "award winning" customer service like your recording states you will not be worried about TAKING such little money from people and gaining a bad reputation for yourself.

  

  Business Response

  Date: 11/18/2022

  After working directly with the customer this has been resolved. To confirm, the customers account is closed and refunds have been issued back to the customer. 

• Initial Complaint

  Date:09/18/2022

  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.

  Stay far away because of their shady business practices.I initially used Paysimple to collect ACH and CC payments from my customers on a monthly schedule.The business moved towards a software solution that helped manage many processes, and Paysimple wasn't integrated into this solution.I emailed and called to cancel my service with Paysimple in August 2019. Recently, I noticed a $75 charge in one of my deprecated business accounts and demanded immediate cancellation of services.They "claimed" I never filled out their survey to cancel services, although I emailed and called and have proof. Secondly, I don't know if this is accurate due to the time before my first cancellation. However, a survey to cancel service is ludicrous. In summation, I paid three years' worth of bogus monthly fees (statement, software usage fees) to a company where services weren't being utilized due to the lack of integration.They offered a ridiculous resolution of refunding August 2022 and September 2022 fees instead of refunding three years' worth of payments. Finally, I would never give a bad review to a company, and I gave them every chance to right this situation but only received smug responses.

  

  Business Response

  Date: 09/29/2022

  Hello ****. Thank you for reaching out and sharing your concerns regarding your account cancellation. Our management team has contacted you and will continue to work with you to resolve any further issues. 

• Initial Complaint

  Date:09/01/2022

  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.

  Your company opened a merchant services account without our permission. We do not accept credit/debit cards. To date, we have been contacted by three (3) consumers that have been charged from $3150 - $3826.82 on their **** cards and their statement says it came from our company. We're based in *******, 2 of the consumers are based in OH and **. The 3rd one, we only received a letter from ******** Services stating a "dispute prenotification". I have the information of who your sales rep who created the account, the telephone number used to create the account (which isn't ours), etc. This is a felony fraud and has been reported to the authorities. I have the case number as well. Also, TransUnion has that your company made an inquiry into my husband's credit report. Please contact us immediately that this fraudulent account is closed and provide us with the signed contract (and any other pertinent information you have on file to be able to create this fraudulent account) so we can have on file and forward to the authorities as well.

  

  Business Response

  Date: 09/08/2022

  Hi ********, 
  Thank you for sharing your concerns. To confirm, all accounts have been closed immediately. Senior management has reached out to follow up on any additional concerns or questions. We are happy to help and would like to get this serious matter resolved. 

  Customer Answer

  Date: 09/08/2022

   
  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:08/30/2022

  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.

  PaySimple is the only approved processor for our registration software, **********. Every other payment processor that we've used in the past has stored emails for our customers and has transferred those emails alongside payment card data during a migration. I was quoted $750 to export my data from PaySimple to my new processor Stripe. PaySimple then proceeded to export my data in two data files, rather than the typical 1 file, because back in Spring 2021, ********** and PaySimple concocted a plan to split the database storage of client information. This information was never made clear to me. By fracturing my data, PaySimple and ********** made it impossible for me to capture my complete data in a usable form, seeing as any new registrar we switch to would require us to link email addresses to the email addresses within our new payment processor. This is obvious manipulation and the incentive set has been designed to trap me into not leaving ********** (and PaySimple, by extension, as they are the ONLY payment processor I'm able to use) lest I lose all my client data in any usable form. PaySimple quoted me a new rate given the trouble of $499. However, this amount does not reflect the time they've wasted already even getting to this point, nor does it reflect the hundreds of hours it would take to manually edit every individual profile and transcribe client emails by hand. I asked PaySimple to work with ********** to inject the emails from **********'s database into their encrypted file to send to Stripe, who confirmed that that would work to get me the data I need and the data I thought I was getting. Instead, PaySimple declined and said that that would violate PCI Compliance. The rep then outlined steps that would violate PCI Compliance on Stripe's behalf. ****** obviously refused to follow these steps. I asked for a price reduction to a $187.50 to reflect the level of negligence I've suffered. PaySimple refused. They do not deserve their A+ rating.

  

  Business Response

  Date: 09/07/2022

  PaySimple has reached out to the customer and advised on the process to transfer payment card data to another provider. We recognize there was a misunderstanding on what data would be transferred, and as a courtesy, provided a discount on the fee to complete this transfer. The receiving provider has requirements to complete their import which PaySimple is unable to fulfill. We apologize the export did not provide the data in a format that was what the new provider expected. In our experience we have never had an issue with a provider being unable to import our file. PaySimple is unable to format this data to meet the needs of the new provider.

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17800456
  
  I am rejecting this response because:

  The misunderstanding was the sole responsibility of PaySimple. They have all the information they needed to know that I was a ********** customer and could have taken action to alert me of the inconsistencies prior to me agreeing to the export. I spoke with a representative on the phone discussing the details of this export and she confirmed via phone that, had I been a normal PaySimple customer (not a ********** customer), that emails would have been transferred along in the data file as 1 complete data file. The only reason why this did not happen was because I was a ********** customer and it took them nearly 6 weeks of back and forth emails to finally alert me of that fact. 
  
  The level of negligence regarding this mishap exceeds normal business behavior. I have since made contact with ********** who appear to have an interest in attempting to relinquish their tarnished reputation with me to try and negotiate on my behalf with PaySimple. We'll see what comes of that, if anything. 
  
  As proposed, the discounted price of $499 does not properly reflect the negligence PaySimple exhibited. They will either follow through with my request to work with ********** and send over 1 data file with the complete data and I will pay the agreed upon $750, or they will honor my request of $187.50 for their part in wasting my time and my money. 
  

  
  Sincerely,
  
  *******************************