Complaints
This profile includes complaints for PayLink Direct's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 98 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
If you've experienced an issue
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:06/03/2022
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.
Paylink has been charging my account for a Vehicle Plan that I never authorized since March 02, 2022. This charge is for $171.00 and has been billed on March 02, 2022; April 04, 2022; May 02, 2022; and June 02, 2022. I have had my own vehicle since February of 2021 with its own warranty included. Nowhere have I made any updates to my vehicle's contract. I wish to be refunded the total amount charged as I have not authorized Paylink to charge my account in any way in addition to this company to never charge my account again. I'm not quite sure how my information was capture by Paylink in the first place.
Business Response
Date: 06/10/2022
Dear Sir 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 August 2, 2021, **************** purchased a vehicle service contract from Sky **** Protection (Sky ****), a third-party marketer selling vehicle service contracts on behalf of **************. At the time of sale, a down payment of $171.00 was collected directly by Sky ****.
Enclosed are copies of Ms. ********* **** Contract as well as the PayLink Payment Plan Agreement for the Sky **** Contract.
Furthermore, our records indicate that the policy was cancelled in our billing system on June 9, 2022. Accordingly, no further payments have been or will be collected from **************** by PayLink.
In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to Sky ****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Sky **** that they have attempted to call **************** regarding this complaint and have been unable to get in contact with her. Sky **** requests that **************** submit odometer documents so that they can calculate the appropriate refund for her policy.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please have **************** contact Sky **** should she have further questions or concerns. ********* contact information is as follows:
5750 **************.
Ste. 430
******, ** 60077
*************
Sincerely,
*****************************
Compliance & Contract Specialist
PayLink Direct
Enclosures.Initial Complaint
Date:05/19/2022
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 thought I was purchasing continued vehicle warranty from Car Shield. When I received the contract, I found out that it was from a company with the name of ************************ SVC, contacted Car Shield, and was told that they use this company, and the same conditions still exist. Went to ***** Chevrolet, where I purchased my 2013 Yukon XL, and was informed that they do not recognize either PayLink or Car Shield. I had to purchase auto repairs of over $1,300.00 out of pocket. Upon arriving home, I immediately contact the company, was informed that I would have to pay $5.00 early cancellation fee. I sent them a certified letter informing my desire to cancel the policy. In-stead the company withdrew $330.92 from my bank account. I requested a refund of $280.92 after the deduction of the $50.00, instead I am being ignored with no answer to my certified mail x2.Business Response
Date: 05/27/2022
Dear Sir 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 August 3, 2021, ************** purchased a vehicle service contract from ********************************* (USAPS), a third-party marketer selling vehicle service contracts on behalf of Headstart Warranty Group. At the time of sale, a down payment of $100.00 was collected directly by USAPS.
Furthermore, our records indicate that two (2) payments of $140.46 were collected by PayLink on September 17, 2021 and October 18, 2021. Our records also indicate that on November 20, 2021, we received a letter from ************* indicating he wished to cancel his policy. Upon receipt, billing for ************* policy was suspended and his letter was forwarded to USAPS to complete the cancellation process. No payments were collected by PayLink after receiving ************** letter. Additionally, our records indicate that the policy was cancelled in our billing system on November 22, 2021. Accordingly, no further payments have been or will be collected from ************** by PayLink.
In an attempt to assist **************, PayLink forwarded the contents of your inquiry to USAPS, the sales agent and company that handles customer cancellations and refunds. It is our understanding from USAPS that they attempted to contact ************** upon receipt of his cancel letter but never were successful. It is also our understanding from USAPS that they cancelled ************* policy per his request and issued a pro-rated refund via check #**** on May 20, 2022 in the amount of $144.68.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please have ************** contact USAPS should he have further questions or concerns. USAPS contact information is as follows:
*********************************
100 ************
Suite 121
**********, ** 63385
*************
Sincerely,
*****************************
Compliance & Contract Specialist
PayLink DirectCustomer Answer
Date: 05/28/2022
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:05/18/2022
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 suddenly got charge from my bank account of $169. I have no knowledge of ever authorizing such transactionBusiness Response
Date: 05/27/2022
Dear Sir 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 April 18, 2022, 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 $159.00 was collected directly by *****.
Enclosed are copies of Mr. ****** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
Upon receipt of Mr. ****** complaint, billing was suspended until a resolution could be reached.Accordingly, no payments have been collected from Mr. ***** by PayLink during the time his complaint was being investigated. If Mr. ***** wishes to restore billing, he can call PayLink at *************. Our hours of operation are Monday-Friday 8:30 AM-5PM CST.
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. As of ************************** has yet to receive a response from *****.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please have Mr. ***** contact ***** should he have further questions or concerns. ***** contact information is as follows:
*********************************
100 ************
Suite 121
*********** ** 63385
*************
Sincerely,
*****************************
Compliance & Contract Specialist
PayLink Direct
Enclosures.Initial Complaint
Date:05/10/2022
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 dont know how this company got my information. but they have been charging me $171.00 since November 2021! I called and said i was paying for a vehicle warranty that I dont need nor signed up for! I thought they cancelled it but im still being charged! They sneaking scammers and thrives. They should be shut down! I demand a refund!Business Response
Date: 05/17/2022
Dear Sir 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 December 15, 2020, ****************** purchased a vehicle service contract from Sky **** Protection (Sky ****), a third-party marketer selling vehicle service contracts on behalf of *****************************. At the time of sale, a down payment of $171.00 was collected directly by Sky ****.
Upon receipt of Mr. ******** complaint, billing was suspended until a resolution was reached. Accordingly, no payments were collected from ****************** by PayLink during the time his complaint was being investigated.
In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to Sky ****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Sky **** that they spoke to ****************** on May 10, 2022, at which time ****************** requested a reprint of his policy and inquired as to how many payments he had remaining for his vehicle service contract.
In response to this complaint, Sky **** spoke to ***************** again on May 13, 2022. ****************** confirmed that he submitted his complaint prior to speaking to Sky **** on May 10, 2022. ****************** also confirmed that he wished to continue his coverage and requested that his payment due date be moved to the 27th of each month, which Sky **** completed per his request. Since ****************** wishes to keep his coverage, PayLink has reinstated automatic billing for his policy.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please have ****************** contact Sky **** should he have further questions or concerns. ********* contact information is as follows:
Sky **** Protection
5750 **************.
Ste. 430
******, ** 60077
*************
Sincerely,
*****************************
Compliance & Contract Specialist
PayLink Direct
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.