We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Payment Processing Services

Point and Pay, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 7 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/20/2023

    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.
    I'm trying to use 'point and pay' to pay my property taxes online. However, after I pay the bill in Lake County, I cannot access Cuyahoga County payment site to pay the property tax owed. It constantly switches me back to Lake County.I believe the site says I can pay property taxes in both counties...but somehow I am blocked.

    Business Response

    Date: 08/02/2023

    Point & Pay contacted the user and took the appropriate steps to assist the customer to their satisfaction. ********************** & Pay is always open and appreciative of usability feedback from consumers. This feedback is taken seriously and incorporated into our annual product improvement planning. Thank you for helping improve P&P for all users. 

  • Initial Complaint

    Date:03/22/2023

    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.
    The Company Point and Pay LLC, withdrew from my checking account a property tax payment 4 times ($4900.X4) and only one was authorized. The requested refund 3/3/23 was not paid to me. I have called 4 times? receiving several case numbers the most recent # ******** with no action own their part.

    Business Response

    Date: 03/23/2023

    Thank you for brining this to our attention. We will contact the consumer directly and present the plan to ensure a refund is initiated as quickly as possible. 

  • Initial Complaint

    Date:01/27/2023

    Type:Sales and Advertising 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.
    I went to the ***************** ** clerk's office to check on and get a copy of my property tax record and discovered that I had not yet paid my winter taxes. I did not have my checkbook with me so had to pay with my debit card and was charged 3%, or another $5+ because I did not have a paper check! I would think a debit card would not require any more, and probably less, accounting so this fee should not have been assessed. They are both coming out of my checking account afterall. Also, this archaic system should be updated to accept automated phone payments like other agencies and businesses do without assessing a fee! Step up to the 21st century!

    Business Response

    Date: 02/03/2023

    Thank you for the feedback, it is extremely important to Point & Pay that we exceed your expectations and our commitment to your local government agency. We are happy to connect with you to discuss payment options and any associated fees. Please send your contact information to [email protected] and reference the BBB ID# ********* Again, thank you for the feedback. 

    Customer Answer

    Date: 02/05/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 18901793, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:08/15/2022

    Type:Sales and Advertising 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.
    Date of transaction: June 26, 2022 Paid on website managed by Point and Pay. Fee of $30 charged was never disclosed by Point and Pay prior to making payment. Fees disclosed are visible in the screenshots attached. Point and Pay made no mention of a $30 fee for a routing number that they were not able to find (although it is a correct routing number for the bank we use). We attempted to email Point and Pay several times and we received a generic response with no name signed and just a company name. We attempted to return their calls but we get routed to a generic voicemail and it is impossible to speak with a live person who is handling our case. They refused via email to refund the $30 that was charged to us as a result of trying to make a payment on their website - and the $30 fee was never disclosed. Only the $2.50 fee was disclosed as well as late fees (although our payments was NOT late). If the $30 fee had been disclosed we would not have used their system at that moment in time. Please refund the $30 immediately. Thank you.

    Business Response

    Date: 08/17/2022

    Thank you, BBB for bringing this to our attention.

    Our research indicates the $30 fee referenced by the customer is not a **************************** fee but a **** of America ACH item return fee. **************************** has no authority or ability to initiate a refund or reimbursement for this fee.

    Furthermore, **************************** has provided details to the customer via email and made attempts to reach the customer by phone with no success.

    Finally, our records show the customer entered an account number that was not associated with the customer's name or other information provided at the time of initiating the payment and was subsequently rejected by **** of America.

    **************************** is standing by to assist the customer if additional information or payment assistance is necessary.

    Regards,
    **************************** Customer Service

    Customer Answer

    Date: 08/19/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)
    Point and pay has a business relationship with *************** and the penalty by the state was due to using point and pay system. Point and pay did NOT disclose that there could be a fee due by the state of their system does not work properly or if the check does not get cleared. There was NO fee by **** of America - point and pay's response is incorrect because it has nothing to do with the bank. The problem is that they are accepting to take payments on behalf of the state without disclosing all the risks associated with using their system. Therefore they are responsible for refunding the $30 fee. Point and pay has a fiduciary responsibility to disclose all the possible fees that could be incurred as a result of using their system - but they failed to do this

  • Initial Complaint

    Date:06/22/2022

    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.
    Paid my property tax and it gave the option of debit card processing fee of $3.50 and credit card processing for $19.77. I was paying with my bank issued debit card and their system kept saying invalid number for a debit card, tried this 5 times. Had to use the credit card option to pay the taxes for the exuberant fee because their system did not recognize my card as a debit card. I contacted Point And Pay about a refund Monday talked to a person named Jeff and was given what appears to be a bogus case # and Jeff said I needed to contact Franklin County Auditor about a refund, after a few emails between Franklin County and I saying it's P.A.P. responsibility for the refund. Contacted P.A.P. today and they proceeded to say tough luck no refund even though their system is the one at fault. How many other people are getting scammed out of $16 because their system does not recognize their card as a debit card?

    Business Response

    Date: 07/14/2022

    Business Response /* (1000, 5, 2022/06/23) */ Thank you for the feedback, this is not the experience we expect and we would like to discuss further. I'm asking our Client Services manager to reach out to the customer to better understand the circumstances. We are seeing a large number of debit card users successfully complete their payments to this client on a daily basis, we believe this to be an anomaly. Again, thank you for the feedback! Business Response /* (1000, 8, 2022/06/27) */ Point and Pay would like to thank you for bringing this to our attention. We apologize for the inconvenience this has caused. We would like to make this right by sending the customer a check for the difference in fees for $16.27, as we see they have previously made a payment using this same card type and it was charged property. Please have the customer contact us to confirm the mailing address so that we can get this sent out to the customer as quickly as possible. They can contact us at 888-891-6064 option 2 or [email protected]. Please reference case number ********

Point and Pay, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.