Complaints

This profile includes complaints for PayLink Direct's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PayLink Direct

  222 S Riverside Plz Ste 950 Chicago, IL 60606-5828

  
• 

  PayLink Direct

  851 International Pkwy STE 100 Richardson, TX 75081-2803

• 

  PayLink Direct

  300 S Wacker Ste #2250 Chicago, IL 60606

  
• 

  PayLink Direct

  P O 5989 Carol Stream, IL 60197

  
• 

  PayLink Direct

  300 S Wacker Dr Chicago, IL 60606-6700

  

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:04/08/2025

  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.

  I called a few months ago regarding my Paylink Direct account and wanting to cancel it completely. The person on the phone I feel urged me to take lowering my monthly payment instead of doing what was asked and cancelling my policy. My name is ******* ****. I don't want my monthly payment lowered. I want my pay link direct account CANCELLED. I can't afford it, and I feel taken advantage of I asked them to cancel the policy and stop taking payments entirely. I would like a refund if they should be so inclined, but ultimately PLEASE cancel the Paylink Direct vehicle plan under ******* **** ENTIRELY. I CANNOT AFFORD IT.

  

  Business Response

  Date: 04/16/2025

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ******* ****, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on November 15, 2024, Ms. **** purchased a vehicle service contract from ************************************* (*****), a third-party marketer selling vehicle service contracts on behalf of **************************************** the time of sale, a down payment of $100.00 was collected directly by ******
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on April 9, 2025. Accordingly, no further payments have been or will be collected from Ms.**** by PayLink.
  
  In an attempt to assist Ms. ***** PayLink forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that Ms. **** contacted their office on March ******* to cancel the ***** Contract, which she elected to keep after ***** offered to extend the payment plan to 24 months. Per *****, Ms. **** next contacted their office on April 9, 2025 regarding the cancellation of the ***** Contract,which they processed the same day. ***** has also indicated that they issued a refund via check to Ms. **** in the amount of $503.84.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. ***** contact information is as follows:
  
  *************************************
  **********************************************
  **********, ********
  ************* 
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct
  

  Customer Answer

  Date: 04/19/2025

   
  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:04/07/2025

  Type:Customer Service 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 was called through a third party roughly around the time I purchased my car from a dealership. I would say they have called me a few times to enroll in their policy. I finally said yes to get them off my back and honestly the worst mistake of my life. I have tried to cancel the policy multiple times and each time they continued to encourage me to keep the policy hence the possibility of something happening to my car. Ive had my car since October of 24 and nothing has happened. Its doing fine and honestly i would rather pay for the car to get fixed then pay paylink. I have finally just payed off my policy so I can close my account but I want some form of reimbursement for the trouble they have caused me. I never wanted this policy to begin with and they said I would only have to pay for a year and my payments were $191 a month for 18 months. How ridiculous.

  

  Business Response

  Date: 04/16/2025

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ****** *******, BBB Case #********. Please be advised,PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on January 20, 2024, Ms. ******* purchased a vehicle service contract from ************************************* (*****), a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $100.00 was collected directly by ******
  
  Enclosed are copies of Ms. ******** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract. Please note that the ***** Contract is fully cancellable at *********** discretion for any reason (see Cancellations, pg. 9).
  
  Furthermore, our records indicate that the ***** Contract was paid in full on April 7, 2025. Accordingly, no further payments have been or will be collected from Ms. ******* by PayLink.
  
  In an attempt to assist Ms. **************************** forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that Ms. ******* accepted and purchased the ***** Contract without objection at the time of sale, was provided with the full payment details for the ***** Contract, and received an email confirmation after the sale. Per *****, when Ms. ******* contacted their office on February 17, 2025 to cancel the ***** Contract, they advised her that it was almost paid in full and would remain active until February 29, 2028 or ******* miles,whichever came first. They also advised Ms. ******* that cancelling would result in the loss of the coverage she had already paid for. Ms. ******* then asked for confirmation that the ***** Contract was set to autopay so that her payments would continue, which was confirmed by *****.
  
  It is also our understanding from ***** that they spoke to Ms. ******* in response to this complaint. Per *****,Ms. ******* elected to keep her coverage after ***** explained how it worked.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. ***** contact information is as follows:
  
  *************************************
  ************************************************
  **********, ********
  ************* 
  
  Sincerely,
  
  ********* *****
  Compliance & Contract Counsel
  PayLink Direct
  
  Enclosures. 

• Initial Complaint

  Date:03/13/2025

  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.

  This is regarding an extended auto warranty purchased by my mother who has Alzheimer's. She has had to sell her car and therefore called to cancel the policy. She was told that she could not cancel the policy without proof that she was no longer in possession of the vehicle. I emailed the company and was told that without sending them proof of power of attorney, or speaking to my mom , they could not cancel the policy. Of course, my mom had already spoken to them. It's clear that after investigating this company, it is a common scam targeting primarily the elderly (or at least, they are most commonly victimized by them). We have also mailed back their statement with a request to cancel handwritten on it. I have attached the statement as well as our email correspondence to support our claim and concerns. Unfortunately, my mom had been paying them previously... We are not seeking to have that money returned (although, I would imagine we would be within our rights to do so). We simply want this canceled and for my mother to receive no additional correspondence from this fraudulent institution.

  

  Business Response

  Date: 03/24/2025

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ******** ********* for ******* ********BBB Case #********* Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on August 19, 2024, Ms. ******* purchased a vehicle service contract from ************************************* (*****), a third-party marketer selling vehicle service contracts on behalf of ********************* At the time of sale, a down payment of $100.00 was collected directly by *****.
  
  Enclosed are copies of Ms. ******* ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
  
  On March 13, 2025,Ms. ********* contacted our office to cancel the ***** Contract. Due to ************ not being listed on the account for the ***** Contract, our office requested she provide a copy of the Power of Attorney for Ms. ******* or have her contact our office to provide verbal authorization. Since the requested documentation or verbal authorization was not provided, Ms. ********* was referred to ***** to assist her.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on March 18, 2025. Accordingly, no further payments have been or will be collected from ********** by PayLink.
  
  In an attempt to assist Ms. ********* and Ms. ******** PayLink forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that they received a request to cancel the ***** Contract on March 5, 2025, when they were informed that Ms. ******** vehicle had been sold because she could no longer drive. Per *****, as part of their standard procedure, they requested notarized documentation to verify the sale of a vehicle. However, ***** has indicated that as an exception, they have processed the cancellation of the ***** Contract and have issued a refund of $784.77 via check to Ms. ********
  
  It is also our understanding from ***** that Ms. ******* will receive no further correspondence from them regarding the ***** Contract. Due to Ms. ******** stated condition, we are also adding her name to PayLinks internal list of consumers for whom we will not accept new accounts. 
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. ****** contact information is as follows:
  
  *************************************
  ****************
  Ste. 121
  ********************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures.
  

  Customer Answer

  Date: 03/25/2025

   
  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:03/11/2025

  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 have a car extended warranty through ******. I use PayLink Direct for the payment of the warranty. My warranty begin in November 2023. I have been making payments on this warranty in the amount of $105.60 every month with the last one being on 2/17/25. I called ****** today to cancel the warranty and called PayLink Direct to stop the payments. PayLink Direct is telling me they have been receiving payments from a different card that is not registered to myself or the authorized account holder. I have proof where they are also receiving payments from my bank. They are receiving double payments. They state they have no record of my bank information and have no record of receiving payments from my card. They refuse to give me a refund due to them not having the records. I have the records on my bank statement which i have sent them. They are in the wrong because they have received double payments for the same account.

  

  Business Response

  Date: 03/24/2025

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ******** ********* BBB Case #*********Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on October 13, 2023, ******* *** purchased a vehicle service contract from *********** (*******), a third-party marketer selling vehicle service contracts on behalf of ******. At the time of sale, a down payment of $105.60 was collected directly by Carchex.
  
  Enclosed are copies of the Carchex Contract as well as the PayLink Payment Plan Agreement for the Carchex Contract.
  
  Our records also indicate that on November 16, 2023, the auto-debit payment method on file for the Carchex Contract was declined, which was relayed via text message to the phone number on file. On November 17, 2023, the auto-debit payment method on file was updated to the card ending in 2611 via the link sent in that text message. The monthly payments were then automatically collected from the card ending in 2611 on the scheduled due dates.
  
  Enclosed is the Payment History for the Carchex Contract. Please note that the payment dates and amounts correspond to the credit card information provided by *** *********Please also note that our records do not indicate that double payments were collected for the Carchex Contract.   
  
  On March 11, 2025,*** ******** called our office to cancel the Carchex Contract. Since *********** was not listed on the account, she was advised that we needed Mr. *** to authorize. *** ******** then called back with Mr. *** on the line, at which time billing was suspended and they were referred to Carchex to complete the cancellation process.
  
  After extensive research in response to the concerns raised by *** ********* our records do not indicate that any charges have been initiated to the card ending in 6513, only the card ending in 2611. It appears that ****************** may use different numbers for credit cards and the connected credit card accounts. In order to confirm that the card numbers 2611 and 6513 were linked to the same credit card account, our office issued a refund on March 11, 2025 of the most recent monthly payment to the card ending in 2611, which was successfully processed.Our office informed *** ******** of the above and asked that she let us know whether she received the refund or not. As of today, we have not heard anything from *** *********  
  
  Furthermore, our records indicate that the policy was cancelled in our billing system effective March 11, 2025. Accordingly, no further payments have been or will be collected for the Carchex Contract by PayLink.
  
  In an attempt to assist *** ********* PayLink forwarded the contents of your inquiry to Carchex,the sales agent and company that handles customer cancellations and refunds. It is our understanding from ******* that they received a call to cancel the Carchex Contract on March 12, 2025. Per Carchex, no refund is due based on the total payments made and the elapsed mileage during the time the coverage was in effect (see Carchex Contract, Cancellation of Contract, pg. 4).
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ******* should there be any further questions or concerns. Carchexs contact information is as follows:
  
  ***********
  **********************************************************************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures.
  

• Initial Complaint

  Date:03/11/2025

  Type:Order 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.

  On or about October 9, 2024, I suddenly received a letter titled FINAL NOTICE indicating that my car insurance will expire so Please contact ************** today to get your coverage up to date and Respond By: October 10, 2024,. The letter showed MOTOR VEHICLE NOTIFICATION ************************ as the name of the sender. I thought I had to renew the insurance because I had purchased my car from an private individual a few months earlier and I had just transferred my cars ownership registration at the *** then. So, on October 10, I called the number, and the person (of US ******************************* explained I must renew the existing insurance over this phone and he took advantage of my misunderstanding and tricked me into getting my credit card number. As a result, ************* ******************* billed my credit card $100 for the down payment. Additionally, since November 2024, another company, PayLink Direct, has been billing my card $210 per month. Then, I confirmed that I did not have any contract with those companies. Besides, I searched for these fraudulent actions on the Internet, and I found several news and articles about the same fraud, including *** news introducing pictures regarding the same letter I received. Thus, I realized that I was a victim of the fraud. Since then, I have started getting a lot of scam calls every day, so I changed my phone number to avoid other frauds. I wanted to ask the companies to stop billing due to the contract invalidity, but I wanted to avoid noticing my new phone number and additional frauds by them so I couldnt contact them myself . Therefore, I will not allow the BBB to disclose my current phone number to those companies.I have already paid $1050 (=$210*5) to PayLink Direct, but all of them are invalid payments due to fraud and I claim a full refund.

  

  Business Response

  Date: 03/18/2025

  Dear *** or Madam: 
  
  This letter is in response to the complaint submitted by ******* ******* BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on October 10, 2024, Mr. ****** purchased a vehicle service contract from ************************************* (*****), a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $100.00 was collected directly by *****.
  
  Enclosed are copies of Mr. ******* ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on March 13, 2025. Accordingly, no further payments have been or will be collected from Mr. ****** by PayLink. 
  
  In an attempt to assist Mr. ******* PayLink forwarded the contents of your inquiry to *****. It is our understanding from ***** that they last spoke to Mr. ****** when he purchased his coverage. Per *****, they received a chargeback dispute for the down payment and have been attempting to contact Mr. ****** regarding the chargeback. ***** has indicated that they will be able to evaluate if a refund is due to Mr. ****** once the chargeback dispute is resolved and to ensure that no further chargebacks are received. 
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. ***** contact information is as follows:
  
  *************************************
  ************************************************
  *********** ********
  *************  
  
  Sincerely,
  
  ********* *****
  Compliance & Contract Counsel
  PayLink Direct
  
  Enclosures.
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23049565
  
  I am rejecting this response because:
  

  As the response, PayLink Direct explains that Per USAPS, they received a chargeback dispute for the down payment and have been attempting to contact Mr. ****** regarding the chargeback. ***** has indicated that they will be able to evaluate if a refund is due to Mr. ****** once the chargeback dispute is resolved and to ensure that no further chargebacks are received. And in the another complaint process against *****, ***** argues that a prorated refund has not yet been issued due to ongoing disputes received from your bank. we are unable to proceed with issuing any refund until the dispute resolution process is completed between your bank and the payment processor. However, this is different from the fact. The banks dispute resolution process has completed as the screenshot that I attached proves. Thus, I cannot accept the reason for their rejecting refunds.

  
  In addition, I will not accept their responses in these complaint procedures until I confirm that I have received the refunds in full amount of $1,150 from either USAPS or PayLink Direct. 
  
  Therefore, I reject the response and require them to refund $1,150 in full from either USAPS or PayLink Direct prior to closing of this process.

   

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

  

  Business Response

  Date: 03/26/2025

  Dear *** or Madam:
  
  This letter is in response to the rebuttal submitted by ******* ******* BBB Case #********.
  
  In an attempt to assist Mr. ******* PayLink forwarded the contents of your inquiry to *****, the sales agent and company responsible for cancellations and refunds for the ***** Contract. It is our understanding from ***** that the chargeback dispute has been resolved. Per *****, they issued a refund via check to Mr. ****** on March 24, 2025 in the amount of $702.96 in accordance with the terms and conditions of the ***** Contract (see the ***** Contract provided in our previous response, Cancellations, section C., page 9).   
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. ***** contact information is as follows:
  
  *************************************
  **********************************************
  *********** ********
  ************* 
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct
  

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23049565
  
  I am rejecting this response because:
  

  USAPS argued that I purchased the service contract and that the terms of the coverage and cancellation process were fully disclosed at the time of sale.

  However, this is wrong. As I explained, they, over the phone, deceived me that I had existing insurance contract with them and its renewal deadline was approaching, but the contract actually did not exist. In addition, they did not disclose the terms and conditions of the contract at the time of phone call .  I am still going to demand them a full refund of $1,150 on the grounds that they fraudulently charged me.
  
  However, if they accept to refund $900 through the bank of my credit card from either USAPS or PayLink Direct, I would concede that this dispute is fully resolved for early dispute resolution.
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/23/2024

  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 am being charged for a fraudulent home warranty via Paylink direct. On 10/22/24 I received a letter indicating it was final notice for payment of a home warranty indicating a link with my mortgage company, *********. The letter looked official so I called the number ************ on the letter and was told that I needed to pay for this warranty. I went through the steps and they told me that I would be receiving my contract, but I never received a contract. I then looked up the number and found this was a scam. I changed my credit card number and froze my account, but a month later was still billed for this non-existent warranty. The company claiming to have a contract with me per the bill Paylink Direct sent me is *******************************. And I have never received anything from that company other than the initial letter with AmeriSave on it.

  

  Business Response

  Date: 12/06/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ******** ****** BBB Case ID *************** be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on October 22, 2024, Ms. ***** purchased a home service contract from ******************************* (**********), a third-party marketer selling home service contracts on behalf of *********************. At the time of sale, a down payment of $188.53 was collected directly by Streamline.
  
  Enclosed are copies of ******************** Contract as well as the PayLink Payment Plan Agreement for the Streamline Contract.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on November 25, 2024. Accordingly, no further payments have been or will be collected from Ms. ***** by PayLink.
  
  Please note that our records also indicate the one (1) monthly payment of $199.00 collected on November 22, ************************************************ our system on November 26, 2024 due to a chargeback dispute being filed.
  
  In an attempt to assist Ms. ****** PayLink forwarded the contents of your inquiry to Streamline,the sales agent and company that handles customer cancellations and refunds. As of today, PayLink has yet to receive a response from Streamline.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Streamline should there be any further questions or concerns. Streamlines contact information is as follows:
  
  *******************************
  ****************
  Suite 614
  ********************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct

  Enclosures.

   

  
  

• Initial Complaint

  Date:11/18/2024

  Type:Order 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 bought a Gold Standard Warranty when we purchased our car a year and a half ago. We put a significant amount down on the warranty and financed the remainder for 18 months. We paid our warranty and had one month left due on our warranty that would pay off the warranty and the warranty would last the remainder of the years on the policy. We made the final payment on October 15th and thought we had completed our obligation to pay the entire amount of the warranty in full. We got a letter in about a week ago showing that our policy was cancelled. So today we spent hours calling to find out what is going on. We found out paylink is saying our last payment on October 15th was returned for insufficient funds 7 days later on October 22nd and they cancelled our policy on October 23rd without any communication except the cancellation letter. We called our bank and spoke with them. They reviewed the account and stated an insufficient fund reversal would show up on our account under transactions and they would not release the reason to the company for privacy reasons either. However, this transaction is gone from our account history which the bank stated means that the merchant (paylink) never collected the payment on their end in order for a payment to disappear off our account. That means ******************** denied collecting our final payment so they could end the warranty. We called and talked to them and were told the reinstatement was denied. When we called back and asked to talk to the same department again we were told there is no reinstatement department to speak with anymore and they wouldnt give us more information. The customer service *** told me she was also the department for reinstatement too - earlier in the day I was transferred over to the department and told they were two different departments. Then they gave us the main phone number to call to speak to a supervisor and denied having anyone to connect us with since our policy is now canceled.

  

  Business Response

  Date: 12/10/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ****** ********** BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on March 17, 2023, Mr. ********* purchased a vehicle service contract from ****************** (************), a third-party dealership selling vehicle service contracts on behalf of ******************************** (Gold Standard). At the time of sale, a down payment of $185.10 was collected directly by Anytime Auto.
  
  Enclosed are copies of ******************* Standard Contract as well as the PayLink Payment Plan Agreement for the Gold Standard Contract.
  
  Furthermore,our records indicate that the *** payment received on October 15, 2024 was reversed due to insufficient funds on October 22, 2024 in our system. The payment reversal was a result of information provided by Mr. *************** regarding the status of the bank account the ********************** originated from. Since no further payments were received, the Gold Standard Contract was cancelled in our billing system on October 23, 2024, and a cancellation notice was issued to Mr.Gilbreaths address on file. Accordingly, no further payments have been or will be collected from Mr. ********* by PayLink.
  
  Enclosed is the October 2024 Payment History for the Gold Standard Contract.
  
  Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to outside collections. Please also note that the ********************************************* (*****) works with the ********************* (***) to govern the ************ which is the backbone of the ************** system. Standards set by Nacha and FRB require that a consumers bank tell the initiator of a transaction (in this case PayLink) the reason an *** transaction was returned. Nacha Rules can be accessed at *******************************.
  
  Our records also indicate that on November 18, 2024, our office received a request to reinstate the Gold Standard Contract, which required the approval of Gold Standard, the coverage administrator, since it was outside of the grace ****** (see Payment Plan Agreement, Cancellation and Assignment of Rights,pg. 2). Gold Standard then denied the request, stating the Gold Standard Contract could not be reinstated.
  
  In an attempt to assist Mr. ********** PayLink forwarded the contents of your inquiry to Gold Standard. It is our understanding from Gold Standard they do not reinstate service contracts after they are cancelled by their office. Gold Standard has also indicated that Mr. ********* is owed a refund of about $25.00 based on the amount paid to him in claims and the length of time his coverage was in effect (see Gold Standard Contract, Cancellation, sec. 11, pg.6-7). Per Gold Standard, the refund is to be issued by the dealer, ************.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Gold Standard or Anytime Auto should there be any further questions or concerns. Gold Standards contact information is as follows:
  
  Gold Standard Automotive Network
  P.O. Box 1322
  Draper,UT 84020
  ************* 
  
  Anytime Auto Group
  *******************************************************************************************
  ************* 
  
  Sincerely,
  
  ********* *****
  Compliance & Contract Counsel
  PayLink Direct
  
  Enclosures.

• Initial Complaint

  Date:09/30/2024

  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.

  ** recently bought a car my first car I was unaware that I already had warranty for my car through the dealership they sent a letter to my home saying that my warranty is about to expire it said it was going to expire 02/23/2024 I did not receive this letter until 04/23/2024. This came with a registration fee voucher for $199. I contacted them after I saw that. I am currently not at home as I am in the service. I called they told me that was a warranty for the car I just got. I thought this was part of ***** (first car Clueless) I agreed. They told me I would get a booklet. On 09/19/2024 I contacted them stating that I wanted to cancel this warranty due to the fact that I dont have the financial ability to pay for this. The representative I spoke to **** told me he would be able to lower it and I told him that I couldnt make the payments even at the lower rate theyre offering. We agreed that this last payment of $189 and that would put an end to this.On 09/30/2024 I got a call saying that I had a payment to make so I called back to make the last payment me and **** discussed of 189. I called to make that last payment and they told me I had a balance of 2300. I told them that was wrong and thats not what I had discussed with one of their representatives. I got transferred to a representative I told her what is going on and she said that the final payment of 189 would be the final payment of that amount and not the final amount of the end of the warranty like I had discussed with ****. She kept repeating the same thing that the 189 payment was just the last payment of that amount and not that of the warranty. She then told me that if I had read my booklet I would know that it does not work like that I told her I was in the service away from home she put me on hold and said she sent me the booklet through email and hung up.Very disrespectful talking over me and my roommate who also heard the conversation I had with **** I have not and I have not gotten the booklet.

  

  Business Response

  Date: 10/07/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ******* ******** *******, BBB Case No. 22358153.Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on April 23, 2024, Ms. ******** ******* purchased a vehicle service contract from ************************************* (*****), a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $100.00 was collected directly by *****.
  
  Enclosed are copies of ********************* ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
  
  Furthermore, our records indicate that the ***** Contract was cancelled in our billing system on October 1, 2024. Accordingly, no further payments have been or will be collected from Ms. ******** ******* by PayLink.
  
  In an attempt to assist Ms. ******** *******, PayLink forwarded the contents of your inquiry to *****,the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that Ms. ******** ******* contacted their office on September 19, 2024 to cancel her coverage due to cost. Per *****,they discussed alternative payment options with her such as extending the payment term and reducing the total premium for the ***** Contract. ***** has indicated that Ms. ******** ******* agreed to review their offer.
  
  It is also our understand from ***** that on September 30, 2024, they left a voicemail for Ms.******** ******* regarding the past due balance for the ***** Contract. Per *****, Ms. ******** ******* contacted their office and stated they had informed her that only one (1) more payment of $189.00 was needed to complete the ***** Contract. ***** has indicated that they explained to Ms. ******** ******* that while she had one (1) more payment of $189.00 due to the offered adjustment of her payment terms to $115.00 per month, there would remain twenty (20) more payments for the ***** Contract. ***** then advised Ms. ******** ******* to review her policy documents, a copy of which was emailed to her by ***** for reference.
  
  Furthermore, it is also our understanding from ***** that they have cancelled the ***** Contract.***** has also indicated that they issued a refund via check on October 4, 2024 to Ms. ******** ******* in the amount of $529.86.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. *****contact information is as follows:
  
  *************************************
  ****************
  Suite 121
  ********************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures.
  

  Customer Answer

  Date: 10/08/2024

   
  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:09/28/2024

  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 see Paylink Vehicle Plan charges on my card for the past 4 months (June, July, August, September) for a vehicle maintenance plan on my mothers car, but my mom does not have a car since 2023. I also already have a vehicle maintenance plan with the dealer. I requested a refund of the charges and to stop billing me, but they are telling me to get my mom to tell them to refund the money and cancel the plan. My card has nothing to do with my mom because it is my card that is being charged, and she does not own a car since 2023. I am not sure how they got my card and info, but they should not make excuses for continuing to charge me and not issuing a refund. Additionally, I cannot find any record on email confirmation, policy, invoices, references to an account number or receipt. I only see the charges on my card.

  

  Business Response

  Date: 10/07/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***** ****** BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on October 18, 2023, a vehicle service contract in the name of ****** ***** (*** Contract) was purchased from Automotive Product Consultants (***), a third-party marketer selling vehicle service contracts on behalf of Century Warranty Service to customers of **** *************** and other dealerships. At the time of sale, a down payment of $265.00 was collected directly by ***.
  
  Our records also that on September 28, 2024, Mr. ***** contacted our office and stated that his credit card had been used for the June 2024 payment as well as the subsequent auto-debit payments for the *** Contract and were not authorized. Mr. ***** then requested those payments be refunded to him. Since Mr. ***** was not listed as the account holder or an authorized user for the *** Contract, Mr. ***** was referred to *** to assist him with his request. The credit card on file was then placed on hold to prevent further payments from being processed by PayLink. This was our last contact with Mr. ***** prior to the complaint.
  
  In an attempt to assist Mr. ****** PayLink forwarded the contents of your inquiry to ***, the sales agent and company that handles customer cancellations and refunds. It is our understanding from *** that they spoke to Mr. ***** in response to this complaint. Per ***, Mr. ***** did not realize that the *** Contract was the vehicle service contract that he had purchased through **** dealer partnership with **** *************** and that it should have been in his name. *** has indicated that they are changing the name for the *** Contract to Mr.*****s name and that the matter is resolved. The hold for the auto-debit payment method on file has also been removed by PayLink.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact *** should there be any further questions or concerns. ***s contact information is as follows:
  
  Automotive Product Consultants
  ******************************************
  **********************
  ************* 
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct

  Customer Answer

  Date: 10/08/2024

   
  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. I will additionally note that charges should always have a reference contract number, invoice number, originator name rather than only a bill from the payment gateway. The reference should also match and not be an abbreviated name or other short name that does not resemble the originator name when the agreement was signed. This are the sole reasons for the confusion caused in this case as mentioned in the original complaint.
  

  Than you for your assistance and clarification.

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

• Initial Complaint

  Date:09/27/2024

  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.

  on 09 /24/2024 i called to check my car warranty that i paid for 5 yrs never used and the company said my car warranty was cancel because that bank declined my payment i contact my bank i they said it was not true.they never submit it .the person i spoke to on the phone with ***** said that there a lot of new people . ithink they just want to cancel my warranty i would like my money back i put in for 5 yrs

  

  Business Response

  Date: 10/07/2024

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by Gloria Hockaday, BBB Case #22343862. Please be advised, PayLink Direct (“PayLink”) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on March 13, 2021, Ms. Hockaday purchased a vehicle service contract from Olive, a third-party marketer selling vehicle service contracts on behalf of QBE Administration Services, Inc. ("QBE"), which was subsequently renewed on March 12, 2024 (collectively “Olive Contract” for this response). At the time of renewal, a down payment of $29.15 was collected for the Olive Contract.
  
  Furthermore, our records indicate that the Olive Contract was cancelled in our billing system on September 1, 2024. Accordingly, no further payments have been or will be collected from Ms. Hockaday for the Olive Contract.
  
  In an attempt to assist Ms. Hockaday, PayLink forwarded the contents of your inquiry to Olive, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Olive that they attempted to contact Ms. Hockaday when her automatic monthly installment payment was declined on August 12, 2024. Per Olive, they emailed Ms. Hockaday on August 12, 2024 and August 30, 2024 as well as called and left voicemails on August 14, 2024, August 22, 2024, and August 30, 2024 to alert her that her payment was not able to be processed and to contact them to avoid cancellation. However, despite these multiple attempts, Olive was unable to speak to Ms. Hockaday regarding her past due payment. As a result, the Olive Contract was cancelled on September 1, 2024. Olive has also indicated that they called Ms. Hockaday on September 9, 2024 after the Olive Contract was cancelled to speak to her about her coverage but that the call was disconnected prior to speaking to her.
  
  It is also our understanding from Olive that Ms. Hockaday called their office on September 25, 2024 regarding reinstatement of the Olive Contract. Olive has indicated that they are unable to reinstate the Olive Contract because at the time of the request, it had been more than thirty (30) days since the August payment had been declined and there were no extenuating circumstances that allowed for reinstatement, of which Ms. Hockaday was informed.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Olive should there be any further questions or concerns. Olive can be reached at (888)654-8348.
  
  Sincerely,
  
  Christina Perry
  Compliance & Contract Counsel
  PayLink Direct