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:04/05/2023

  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.

  A credit card dispute was made by a client of ours regarding "services not rendered". We are to have an instant notification regarding this dispute, we didn't receive a dispute notification until after the deadline was passed (3/6/23). I do not know when the actual dispute was made. I contacted our CRM who deals directly with Payrix regarding this issue, and have not received a resolution to this first issue. The second issues is the client reached out to the credit card company directly and dropped the dispute 3/20/23, she has called in since then as well advising the dispute is dropped. I also disputed the dispute the same day of 3/6/23 and sent more documentation including the homeowner releasing all disputes in writing on 3/13/23, 3/21/23, 3/23/23 and I keep being told it is under review. To date I can not get in touch with anyone at Payrix, and our accounts manager from ******** is also not getting any answers. 3/6/23 3:07 PM Amount: $20,553.00 FL19-2377: **********************New Dispute 3/6/23 3:07 PM Amount: $22,385.00 3rd issue: Dispute resolution for the below as well.New Dispute 3/7/23 3:07 PM Amount: $600.00 FL19-2706: ************************************ confirmation of disputing this dispute again on 3/6/23, and documentation on 3/13/23.Our funds should no longer be held up, and need to be released to us immediately.

  Business Response

  Date: 04/12/2023

  Hi ******, 

  Thank you for reaching out and letting us know your concerns. Our account representative should have reached out directly in attempt to resolve the issue. 

  The dispute notification was late due to a system bug on our end, and it is currently being resolved by support. Due to the bug, the merchant never get a chance to respond to the cardholder dispute and the merchant account was debited due to loss for dispute. After all settled, cardholder had reached an agreement with the merchant to withdraw the dispute, however, the merchant account was already debited. We tried to reinitiate the 2 20k transaction but failed. Per Amex, it appears that the refunds would happen during their billing cycles end which would be 4/23 for this case. 

  Again, we apologize for the inconvenience and you should have received updates from our account rep for this matter. 

   

• Initial Complaint

  Date:03/29/2023

  Type:Sales and Advertising 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.

  They have taken money from our deposits from our company when we have issued a refund to a customer that is over and above the refund issued to the customer. We have had this issue prior when we had a refund and the customer had already issued a dispute and then we had issued a refund and they took our funds without explanation. This time we have just a simple refund and they have taken our deposits and money directly from our bank that are substantially above what the refund to our customer was. They cannot be trusted to do business because they have no customer service and do not offer any explanations or break downs of how they do their transactions. They have our money that we earned and are holding it hostage for no reason! Refunds should either come out of our bank account directly or out of the deposits made but not both!

  Business Response

  Date: 04/04/2023

  We have reached out to the client directly to resolve the issue. Please find below email correspondence that was sent on April 4, 2023 for our response. 

   

  Hello ******,
  
  My name is ************************* and I am a Relationship Manager at Payrix and AutoLeap is one of my accounts. I am emailing about a recent complaint you submitted to the Better Business Bureau (BBB) regarding a hold on your account due to a refund.  
  
  The ***** ************************* account dropped to a negative balance after you issued a refund on 3/23. Once a merchant account is in the negative beyond $100, our system triggers an autodebit to recoup the money due. The refund amount was for $1,534.39. Although you had $409.11 in transactions that same day (3/23), it wasnt sufficient to cover the total of $1,534.39 owed. Additionally, with $59.31 in fees from the refund and the other three transactions processed, it brought the amount further into the negative (end of 3/23 - total owed was $1,184.58). Our system debited your account on 3/24 to recoup the money owed. However, on 3/24 there was an additional transaction for $144.56 which brought the total owed down to $1.040.02 (which is what the system debited). The debit is there as a precaution and the auto debit amount may be withheld from a subsequent payout until the actual debit is successful and cannot be blocked/rejected (what you experienced).
  
  In this case, the transactions completed on 3/25 brought your account balance back to a positive balance. On 3/27, you should have received the money for transactions on 3/25 less the monies that were owed. On 4/3,  the system then returned the money that was initially debited/held as a precaution. You should now have the full $1,040.02 back in your bank account since the payout was yesterday.  Could you please confirm that the monies are returned to your bank account?
  
  I have attached a balance details report that chronicles everything from that time period (showing your balance over time). I am also providing screenshot of where you received the hold back to your bank below. If you have any questions, please let us know. I have copied my manager, ***********************, and we are happy to hop on a call and talk this through further. Please let us know.
  
  
  
  
  
  
  
  Thanks!
  
  Sincerely,
  
  
  *************************
  Relationship Manager
  Schedule a Meeting
  ************
  ************************************