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:09/10/2024

  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.

  Cancelled a recurring charge for Paylink Vehicle Plan in amount of $196.95 for the **** which was a car warranty contract which supposedly SDC (my Mom who is a Florida resident) had invested $4K into-as per the customer service representative named ****. I just looked it up on BBB and there are a slew of complaints from people specifically stating their elderly loved one has been totally taken advantage of as none even realized they were purchasing this service - many are infrequent drivers who have since ceased to drive due to age or ailments or dementia. This company receives calls to their Paylink 3rd party who charges the consumers from those trying to cancel or unauthorize the charges and then they refer to another company, ours was named Leleras ? **************** at ********************** is rude and they arent even clear as to why their phone number is not sufficient to call to cease the billing, and give another number, an 888 number, that the scammed customer must call to officially cancel the contract. One is then left on hold for an extended period of time (in our case, it was ********************************************** Leleras). I made myself wait on hold because it is my belief that if I did not, I would be charged a fee for early cancellation, based on some of my reading on the BBB from consumer complaints. All in all, this company or the source companies who are utilizing Paylink are likely in cahoots by electing to direct mail older individuals with the primary goal of scamming them to believe they are going to not have vehicle coverage if they do not send in a payment or check off yes that they want to keep their new vehicle under warranty, but they are clearly offering an extended warranty which translates to UNNECESSARY warranty and then recurrently charging those who are not aware that they dont even need to be paying this to be covered, but cant recall what their current coverage is under any normal new vehicle warranty!

  

  Business Response

  Date: 09/20/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***** ******* for ****** *****, BBB Case No. ********. 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 February 13, 2023, 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 $395.00 was collected directly by Eleras.
  
  Enclosed are copies of ***************** Contract as well as the PayLink Payment Plan Agreement for the Eleras Contract.
  
  Our records also indicate that on September 10, 2024, Ms. ***** called PayLink to cancel her policy. Billing was suspended at that time, and Ms. ***** was referred to Eleras to complete the cancellation process. As the billing service, PayLink was able to suspend the billing for ****************** contract but the cancellation of the policy needed to be processed by ******, the sales agent and company that handles customer cancellations and refunds. This was the last contact PayLink had with Ms. ***** or Ms. ******* prior to receiving this complaint.
  
  Furthermore, our records indicate that the policy was cancelled on September 10, 2024. Accordingly,no further payments have been or will be collected from Ms. ***** by PayLink.
  
  In an attempt to assist Ms. ***** and Ms. ******** PayLink forwarded the contents of your inquiry to Eleras. It is our understanding from Eleras that Ms. ***** called their office on September 10, 2024 to cancel her service contract, stating that the vehicle had been declared a total loss. Per Eleras, they informed Ms. ***** that they typically offer transfer of coverage but Ms. ***** stated that her doctor advised her that she should no longer drive. Eleras has indicated that Ms. ****** coverage was cancelled per her request. 
  
  It is also our understanding form Eleras that they issued a refund via check to Ms. ***** on September 18, 2024 in the amount of $2,734.68.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Eleras should there be any further questions or concerns.Eleras contact information is as follows:
  
  Eleras Automotive Group
  *****************************************************************************************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures. 

• Initial Complaint

  Date:09/10/2024

  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 want to cancel this plan immediately

  

  Business Response

  Date: 09/16/2024

  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 August 30, 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 $50.0 was collected directly by *****.
  
  Furthermore, our records indicate that the service contract was cancelled on September 10, 2024 before any monthly payments were collected by PayLink.
  
  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 issued a full refund of the down payment on September 11, 2024 to Mr.*****s credit card. Per USAPS, they have also removed Mr. ***** from their mailing list.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. USAPS contact information is as follows:
  
  *************************************
  ****************
  Suite 121
  ********************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance & Contract Counsel
  PayLink Direct

• Initial Complaint

  Date:08/28/2024

  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.

  I have protection under Secure Automotive Protection, and my window regulator is kaput, it no longer works. My deductible on this is 100 dollars and I&#**;m trying to get it fixed. I need to get confirmation from Pay Link in order to get it done. I have tried to call to no avail. I call the main number and often reH3332**3338**37343533Hs to ************ and speak to ****. From what I can tell he&#**;s most likely the person that sold me the plan. He promised me a supervisor would call me but I have gotten no communication. I have tried the claims number ************ and no one answers at all. The mechanic has tried calling them too with the same results of no communication.

  

  Business Response

  Date: 09/04/2024

  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, is not a party to vehicle or home service contracts, does not review, ****** or deny claims, and does not have any role with respect to the payment of claims.
  
  Our records indicate that on March 25, 2024, **************** purchased a vehicle service contract from *************************************************** a third-party marketer selling vehicle service contracts on behalf of Headstart Warranty Group (Headstart). At the time of sale, a down payment of $195.00 was collected directly by ************
  
  In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to Headstart, the coverage administrator and company that has the contractual obligation to adjudicate and pay valid claims under the terms of the *********** Contract. It is our understanding from Headstart that the repair of the window regulator on Mr. ******* vehicle was authorized by their office on July 15, 2024. Per Headstart, they re-sent the authorization sheet to Mr. ******* repair facility via email in response to this complaint so that the repair can be made.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Headstart or *********** should there be any further questions or concerns. Their information respectively follows:
  
  Headstart Warranty Group
  ***************************************
  Ste. 108
  ****************
  ************* 
  
  *********** Protection Solutions LLC
  *************************
  *****, DE 19901
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct
  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22209606
  
  I am rejecting this response because: attached 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/22/2024

  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.

  Date: I'm not sure, I'm guessing maybe close to 2 yrs or so.Company: Paylink Home Coverage Pymt from checking acct every month: $128.79 I just called to ask them if I could file a claim to get my garage door opener fixed and I had to look up some huge contract # from the money they've been withdrawing. I'll have to get w/my bank to see exactly how long these people have been taking this amount out of my acct every month. When i tried to call the claim #, it stays busy and I got a sick feeling I've been scammed!!PLEASE HELP if you can, I'm almost 70 y/o and I'm struggling to keep my house and car up w/the cost of living and taxes. I try to be so careful but these scammers are everywhere, copycating everything. It's hard to know what's real or not.Thank you!

  

  Business Response

  Date: 09/04/2024

  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, is not a party to vehicle or home service contracts, and does not review, ****** or deny claims or have any role with respect to the payment of claims.
  
  Our records indicate that on November 6, 2023, **************** purchased a home service contract from Like New Home Warranty (Like New Home), a third-party marketer selling home service contracts on behalf of ********************* (Integrity). At the time of sale, a down payment of $164.00 was collected directly by Like New Home.
  
  Enclosed are copies of Ms. ******* Like New Home Contract as well as the PayLink Payment Plan Agreement for the Like New Home Contract.
  
  Furthermore, our records indicate that the billing account for the Like New Home Contract is current in our billing system.
  
  In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to Like New Home, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Like New Home that they contacted *************** on August 27, 2024 regarding her past due payment. Per Like New Home, *************** then provided a new payment method so that they could process the payment that was due.
  
  In an attempt to assist ****************, PayLink also forwarded the contents of your inquiry to Integrity,the coverage administrator and company responsible for adjudicating and paying valid claims under the Like New Home Contract. It is our understand from Integrity that on August 27, 2024, **************** called their office regarding a claim for repair of her garage door. Per Integrity, they advised **************** that she could file a claim once the payment she had made that day had posted and her account was brought current. Integrity has indicated that on August *******, they were able to assist **************** in starting the claim process for her garage door. Per Integrity, they are working on getting a service provider to Ms. ******* home to begin the repair for her garage door.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Like New Home or Integrity should there be any further questions or concerns. Like New Home and Integritys contact information is as follows:
  
  Like New Home Warranty
  *********************************
  Ste. 240
  ********************
  *************
  
  *********************
  ******************************************************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures.
  
  

• Initial Complaint

  Date:06/10/2024

  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.

  I signed up for the Car Warranty and was told I had 30 days to cancel, if it wasn't right for me and/or if I changed my mind about it. I was charged a $50 Deposit. After going over the information, I decided the Car Warranty was not what I wanted and contacted the company (Paylinkdirect) to Cancel the Contract. Paylinkdirect told me to contact another vendor to cancel the contract **************************** I called the phone number provided. The Agent I spoke to was ******************* ************************ He sent me an email on how to cancel the Contract BUT told me that because I did cancel within the 30 days, the email instructions were not necessary to fulfill. And that any invoices I continue to receive would not need to be paid. Both companies must acknowledge, in writing, that the Contract is indeed Cancelled, and my credit card will not be charged.

  

  Business Response

  Date: 06/11/2024

  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 May 20, 2024, ********************** purchased a vehicle service contract from Carchex LLC (Carchex), a third-party marketer who works with car dealerships to sell vehicle service contracts on behalf of ******************************************* At the time of sale, a down payment of $50.00 was collected directly by Carchex.
  
  On June 3,2024, ******************** contacted our office to cancel her service contract. Billing was suspended at that time, and ******************** was referred to Carchex to complete the cancellation of the policy. On June 5, 2024 and June 10, 2024, ******************* contacted our office and stated she had received a monthly bill and requested confirmation that the policy had been cancelled. Our office informed ********************* that her cancellation request was noted on her billing account,billing remained suspended, that our system showed her policy was still in effect, and that she may continue to receive billing related notices until we received the cancellation from Carchex.
  
  Furthermore,our records indicate that the service contract was cancelled on June 10, 2024 before any monthly payments were collected by PayLink.
  
  In an attempt to assist ********************, PayLink forwarded the contents of your inquiry to Carchex, the company that handles customer cancellations and refunds. It is our understanding from Carchex that ******************** called to cancel her service contract on June 3, 2024. Per Carchex, ******************** was emailed cancellation instructions and asked to email the cancellation requirements back to ************** in order to have the policy cancelled and refund issued. ******* has indicated that they never received an email from ******************** requesting to cancel the policy. 
  
  It is also our understanding from Carchex that they have cancelled Ms. ********* contract and issued a refund of the down payment of $50.00 on June 10, 2024 to her credit card.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Carchex should there be any further questions or concerns. Carchexs contact information is as follows:
  
  Carchex LLC
  **********************************************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct

  Customer Answer

  Date: 06/13/2024

  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 contact CarChex Agent ************** and provide the information requested by him, via his email, even though he verbally told me that I did not have to, because I called on day 15 of the 30-day review period.

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

• Initial Complaint

  Date:05/31/2024

  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.

  Have power of attorney over my ******* *** be hiring an attorney for this company to refund my father who is 86 years old and fir 3 years or more this Pay link vehicle plan has been deducting from his credit card. The call was recorded here at his home, the company called and got his credit card info over the phone and has been deducting from his.. He has no vehicle. It broke down years ago. You read all over ****** search ******** about this company scamming people out of money.

  

  Business Response

  Date: 06/19/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted on behalf of *************************, 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 July 23, 2014, ****************** purchased a vehicle service contract (True Auto Contract 1) for his 2008 GMC Acadia from True *************** (True Auto) a third-party marketer selling vehicle service contracts on behalf of Interstate *************** Services. At the time of sale, a down payment of $225.75 was collected directly by True Auto.
  
  Our records also indicate that the True Auto Contract 1 was canceled in our billing system on February 7, 2016. Accordingly, no further payments have been or will be collected from ****************** by PayLink for the True Auto 1 Contract.
  
  Subsequently, our records indicate that on October 10,2018, ****************** purchased a vehicle service contract (Carsure Contract) for his 2015 ****** Venza from Carsure, a third-party marketer selling vehicle service contracts on behalf of ******************************** LLC. At the time of sale, a down payment of $215.00 was collected directly by Carsure.
  
  Our records also indicate that the Carsure Contract was paid in full on October 16, 2019. Accordingly, no further payments have been or will be collected from ****************** by PayLink for the Carsure Contract.
  
  Subsequently, our records indicate that on April 8, 2020,****************** purchased a vehicle service contract (True Auto Contract 2) for his 2015 ****** Venza from True Auto, selling on behalf of American Auto Shield. At the time of sale, a down payment of $208.22 was collected directly by True Auto.
  
  Our records also indicate that the True Auto Contract 2 was cancelled in our billing system on July 12, 2021. Accordingly, no further payments have been or will be collected from ****************** by PayLink for the True Auto Contract 2.
  
  Subsequently, our records indicate that on November 17,2021, ****************** purchased a vehicle service contract (True Auto Contract 3)for his 2015 ****** Venza from True Auto, selling on behalf of Capital *************** Services. At the time of sale, a down payment of $299.00 was collected directly by True Auto.
  
  Our records also indicate that the True Auto 3 Contract was paid in full on May 17, 2023. Accordingly, no further payments have been or will be collected from ****************** by PayLink for the True Auto 3 Contract.
  
  Enclosed are copies of the True Auto 1, Carsure, True Auto 2, and True Auto 3 Contracts and their respective PayLink Payment Plan Agreements.
  
  In an attempt to further assist ******************, PayLink forwarded the contents of this inquiry to True Auto, the sales agent and company that handles customer cancellations and refunds for the True Auto 1, 2,and 3 Contracts. It is our understanding from True Auto that the True Auto 3 contract was paid in full on May 17, **************************************** their system. True Auto has also indicated that they do not conduct outbound sales calls and if consumers wish to purchase their policies, they do so by calling their office directly. It is also our understanding from True Auto that they have not had any contact with ****************** since November 19, 2021.  
  
  Additionally, PayLink forwarded the contents of your inquiry to Carsure, the sales agent and company that handles customer cancellations and refunds for the Carsure Contract. Carsures response is enclosed.
  
  Due to Mr. ******** stated condition, we are also adding his 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 True Auto or Carsure should there be any further questions or concerns. Contact information for both companies are as follows:
  
  True ***************
  **********************
  Ft. Worth, TX 76107
  ************* 
  
  Carsure
  *******************
  Ste. *******************************************
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct

• Initial Complaint

  Date:02/08/2024

  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.

  I've been trying to cancel my PayLink direct vehicle protection and get a refund that was promised to me. It's not what it was advertised to me as, since the times I needed to file a claim I was told each time my situation was not covered. (Having a flat tire last spring and needing a tow this winter). I tried calling several times in October to cancel and was sent in circles between multiple agents essentially harassing me telling me reasons I shouldn't cancel (that this insurance is absolutely necessary and I'm not thinking straight as it should come above my medical bills, utility bills, etc.). I shouldve caught on immediately as the agent who signed me up for the service was extremely rude and unprofessional as he called me irresponsible for not signing up after I clarified several times I wasnt interested. I tried calling this week to cancel but was on hold for almost 2 hours and when the phone line started to ring to connect to an agent the call was ended. I talked with a few people who were familiar with them and they also had nothing good to say with similar experiences. I was told in October that I'm almost halfway through on my 18 payments at 120 per month. I'm honestly dreading having to call again because I know it'll be a run around of being gaslit into keeping the service. My contract/policy number is: MRT131800. My billing accound number is: WFC4728672. I have a newer vehicle and truly do not need the service for what it covers. I want nothing more than to end this service and receive a refund.

  

  Business Response

  Date: 02/21/2024

  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 September 23, 2022, ****************** purchased a vehicle service contract from ********************************* LLC (USAPS), a third-party marketer selling vehicle service contracts on behalf of ******************** (Merit). At the time of sale, a down payment of $100.00 was collected directly by USAPS.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on February 19, 2024. Accordingly, no further payments have been or will be collected from ****************** by PayLink.
  
  Please note that PayLink has no record of ***************** contacting our office prior to this complaint.
  
  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 ****************** first contacted their office after purchasing her policy on September 15, 2023. Per USAPS, ****************** indicated she was considering selling her car, and USAPS informed her of the necessary steps for transferring the coverage in such an event. USAPS has indicated that they offered to defer a payment while ****************** made a decision regarding the vehicle sale.
  
  USAPS next spoke to ****************** on October 6, 2023, wherein she confirmed that she was not selling her vehicle but expressed difficulty in managing the payments for her policy. Per USAPS, they told ****************** they were willing to work with her regarding her payments, provided her with their representative's email address to facilitate easier communication with their office, and informed her that her coverage was still in effect. USAPS has indicated that this was the last time they spoke to ****************** prior to this complaint.
  
  USAPS has also indicated that they reached out to Merit, the coverage administrator for ******************* policy, in response to this complaint. Per USAPS, ***** stated that their office has had no recent contact with ******************.
  
  It is also our understanding from USAPS that ******************** policy has been cancelled and they issued a refund via check to her on February 19, 2024 in the amount of $1,026.63.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact USAPS should there be any further questions or concerns.USAPS contact information is as follows:
  
  ********************************* LLC
  *****************************br>Ste. ***************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance &Contract Counsel
  PayLink Direct

• Initial Complaint

  Date:01/11/2024

  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.

  I have contacted Paylink on at least 4 or 5 separate occasions via their "customer service" toll free number, with regard to the cancellation of a service contract, requesting a refund which was promised to me. Each time, I am given inconsistent and contradictory explanations, all which seem to be to designed to avoid paying the refund.My account number on ******************** is **********. On October 17th I contacted Paylink and was told the payoff amount to terminate my contract was $995.19. I was also directed by Paylink to contact Ally Auto directly to cancel the contract, which I did and a copy of their acknowledgement is attached.Ally sent a cancellation refund directly to Paylink, in the amount of $1,977.14. When I contacted Paylink I was told by Paylink that once they received they cancellation refund, I would be refunded the difference directly by Paylink, by check, in about 10 business days. The amount of the refund owed to me by Paylink is $981.95 ($1977.14 - $995.19)Since my correspondence and phone calls with PayLink in late October and early November, I have not received any correspondence from Paylink, much less any refund. Today, I contacted Paylink once again and was given the extreme runaround. Contrary to what was promised to me by Paylink's reps back in November, now I am being told by Paylink they are not responsible for any refund and that I should go back to Ally. Ally, of course, says they paid the refund directly to Paylink.Based on the volume of compaints I found here at BBB, and the 1.5 out of five rating, it appears this is a common business tactic of Paylink to scam consumers out of our payoff amounts.

  

  Business Response

  Date: 01/17/2024

  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 July 17, 2021, ****************** purchased a vehicle service contract from *********************** (Shift), a third-party dealership selling vehicle service contracts on behalf of ************** (Ally). At the time of sale, a down payment of $188.55 was collected directly by Shift.
  
  On October 17,2023, ****************** contacted PayLink to request the payoff amount for his policy,which was provided by the PayLink agent. ****************** then requested our office confirm that PayLink does not cancel policies and that cancellations are processed by Ally. The PayLink agent then asked if he wished to cancel his policy. ***************** said he still needed to provide his mileage to Ally but that he did wish to cancel. Billing was suspended for Mr. ******** policy at that time,and ****************** was referred to Shift to complete the cancellation process. 
  
  Furthermore, our records indicate that the policy was cancelled effective October 17, 2023.Accordingly, no further payments have been or will be collected from ***************** by PayLink.
  
  On November 20, 2023, ****************** contacted PayLink to inquire about a refund, stating that **** informed him that PayLink would issue a refund to him. The PayLink agent stated that PayLink does not typically issue customer refunds upon cancellation and that, since Shift was out of business, ****************** should contact Ally regarding any refund that *** be due to him. ****************** stated that when he called PayLink to cancel, he was told that he would receive a refund within ten (10) business days. The PayLink agent confirmed there were no notes on the account regarding a refund being issued by PayLink, that our office had not received a request from Ally to issue a refund to him, and that ****************** should follow up with ****. The agent also confirmed the policy was cancelled and billing was still suspended.
  
  On January 9, ****, ****************** again contacted PayLink regarding a refund. ****************** was referred to Ally, and our office contacted **** in response to his inquiry. Ally then confirmed that a refund was due to ****************** and provided the information needed to calculate the refund.   
  
  On January 10,****, based on the information provided by Ally, PayLink issued refunds totaling $981.95 to Mr. ******** credit card on file, of which he was informed via email on January 10, ****. 
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Ally should there be any further questions or concerns. Allys contact information is as follows:
  
  **************
  *************************************
  14th Floor
  *******, ** 48265
  *************
  
  Sincerely,
  
  *****************************
  Compliance &Contract Counsel
  PayLink Direct
  

• Initial Complaint

  Date:12/26/2023

  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.

  Im helping my elderly, newly widowed mother with her finances and noticed an auto payment of $122 being paid to PAYLINK-VEH COV. Upon research I found auto payments starting May 2022 of $246 and each month after of $122-$124 being pulled from her account. My mother has no recollection of this authorization or purchase and said she has been scammed. Her vehicle is new and rarely driven. She does not want or have any need for extra coverage. It is not fair to take advantage of the elderly and we want this resolved immediately! A full refund of any and all charges from this company is expected.

  

  Business Response

  Date: 01/05/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted on behalf of *******************, 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 10, 2022, ************ purchased a motor club membership from ********************************* LLC (*****), a third-party marketer selling motor club memberships on behalf of Dealer Loyalty Protection. 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 September 13, 2022, ************ called our office to make a payment and to update her auto-debit payment method on file, which was processed per her request. ************ was also advised of the next payment due date for her membership. This was the last contact our office had with ************ prior to the complaint.
  
  In an attempt to assist ************, 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 have not spoken to ************ since she purchased her membership. ***** has indicated that they have attempted to contact ************ and her child in response to this complaint but have been unable to reach them. Per UAPS, *********** has three (3) payments of $122.00 each remaining before her membership is paid in full, and the coverage does not expire until March 9, ****. ***** has also indicated that if ************ wishes to cancel her policy, she may be *********** a pro-rated refund per the terms of her membership.
  
  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:
  
  ********************************* LLC
  *****************************br>*********************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct
  
  Enclosures.
  

• Initial Complaint

  Date:12/18/2023

  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.

  I been scammed by this pay link twice now Xmas is this week and they stole my money my hard earned money that I worked very hard for I want my money back !

  

  Business Response

  Date: 12/29/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *****************************, BBB #********. 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 24, 2023, ************** purchased a vehicle service contract from ********************************* LLC (*****), 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.
  
  In an attempt to assist **************, 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 have been calling ************** in response to her complaint in order to assist her. Per *****, ************** has not returned their calls. ***** has indicated that ************** can call them to cancel her policy or if she has questions regarding what refund may be due to her.
  
  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:
  
  ********************************* LLC
  *****************************br>*********************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures.