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:08/09/2023
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 noticed today while going through bank statements that paylink home coverage was taking out $176.89 out of my bank monthly beginning in May of 2023. I was not aware of this as I already have home coverage.
Business Response
Date: 08/17/2023
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 March 31, 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 *************** Group. At the time of sale, a down payment of $195.00 was collected directly by Like New Home.
Enclosed are copies of Mr. ******** Like New Home Contract as well as the PayLink Payment Plan Agreement for the Like New Home Contract.
Furthermore, our records indicate that the policy is still active in our system. If Mr.******** wishes to suspend the billing for his policy, he can contact PayLink at *************.
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. As of today, PayLink has yet to receive a response from Like New Home.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Like New Home should there be any further questions or concerns. Like New Homes contact information is as follows:
Like New Home Warranty
*****************************br>Ste. ***************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:07/31/2023
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.
purchased on my 2015 Chev. Traverse from GM warranty for $159.00per month for 24 months. ***lusive of car rental while vehicle is in repairs shop. It was purchased on 9/6/22, and charged on my **** credit card, getting a total of 5 years total coverage (3 yrs at no cos). until 9/2027 and additional 100,000miles or ******* miles.which included repairs, ER and towing, car rental at no cost. On 4/24/23 I was asked by dealer/service ***** to drop off veh for repairs , I had issues with my A/C, took veh to dealership (********************, and was advised that my car needed a new A/C condenser. I filed claim with ****** ************** Services Policy # LOTBF477802 Claim # ********** and was advised to have repairs completed and to submit receipt for repairs for reimbursement, which I did certified letter to date ***** contacted me. I attempted on several occassions to call but no one picks up phone and rings, for minutes and up to an hours. On 5/9/23 I sent another Certified letter to ****** *********** *** adv'g them of my claim and asked for reimbursement on my repairs. Proofs of correspondence and asking them to cancel my policy effective 5/5/23 as they failed to comply with the policy sold to me addressing the issue of lack of employees to handle volume of work. Obviously they could care less about their customers but did collect premiums from me. proofs can be provided at any time.Business Response
Date: 08/11/2023
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, does not approve or deny claims, and is not a party to vehicle or home service contracts.
Our records indicate that on September 6, 2022, Ms. ****** purchased a vehicle service contract from Direct Auto Protection, 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 Direct Auto Protection.
Our records also indicate that on May 5, 2023, **************** called our office regarding a claim.The PayLink agent provided **************** with ******* contact information in order to answer her inquiry. On the same day, **************** again called our office, indicating that she wished to cancel her policy and asked about a refund. The PayLink agent suspended the billing for Ms. ******* account and again referred her to ****** to complete the cancellation process as well as answer her refund inquiry.
Furthermore, our records indicate that the policy was cancelled in our billing system on May 10,2023. 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 ******, the coverage administrator and company that coordinates customer cancellations and refunds.As of today, PayLink has yet to receive a response from ******.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
****** ***************************.
********************************
************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectCustomer Answer
Date: 08/12/2023
Complaint: 20403601
I am rejecting this response because: I forwarded copies of my proofs to ****** Adm. ******** *** on 5/9/2023 via mail with a letter and proofs. To date have not received a response from them. I ask that you step in and contact ********************************* find out the status of my reimbursement. I have not been able to reach them via e mail as proofs show as well as regular US mail.
Sincerely,
***********************************************
Phone number: ************
Business Response
Date: 08/18/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by ***********************, BBB Case #********.
In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to ******, the coverage administrator and company that coordinates customer cancellations and refunds. As of today, PayLink has yet to receive a response from ****** despite multiple attempts to contact them regarding this complaint.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
****** ****************************
********************************
************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectCustomer Answer
Date: 08/20/2023
Complaint: 20403601
I am rejecting this response because:
Gole with ********************* Service they holding up reimbursement for 3 months. Proofs sent to them.copies attached
Sincerely,
*************************Business Response
Date: 09/13/2023
Dear Sir or Madam:
This letter is in response to the complaint submitted by ***********************, BBB Case #********.
In an attempt to assist ****************, PayLink again forwarded the contents of your inquiry to ******,the coverage administrator and company that coordinates customer cancellations and refunds. As of today, PayLink has yet to receive a response from ****** despite multiple attempts to contact them regarding this complaint.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Palmers contact information is as follows:
****** ****************************
********************************
************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
Date:07/31/2023
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 am acting as ***** of ******** for my mother *************************. She signed up for an extended vehicle contract through ********************************* (contract #MRT148475). After speaking to me about this, she realized that she was sold something that she didn't need. She attempted to cancel the payment with Paylink Direct and they refused to cancel it. Finally, we canceled her credit card. Paylink then called my mother and told her that she had to give them her bank account number. They also asked for her social security number, that they have no reason to have. I have written to *************************** to cancel the account. I would like Paylink Direct to stop harassing my mother with threatening mail and phone calls.Business Response
Date: 08/09/2023
Dear *** or Madam:
This letter is in response to the complaint submitted by ********************************* 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 February 15, 2023, ************ purchased a vehicle service contract from ********************************* LLC (USAPS), 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 USAPS.
Furthermore, our records indicate that the policy was cancelled in our billing system on August 8, 2023. Accordingly, no further payments have been or will be collected from ************ by PayLink.
Please note that PayLink does not have a record of ************ calling PayLink nor that anyone from our office spoke to her.
In an attempt to assist ************ and **********************, 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 called *********** regarding her past due payment. Per USAPS, their records do not indicate that a cancel request was made by ************ nor that her social security number was requested.
It is also our understanding from USAPS that ********* policy has been cancelled and that they are in the process of issuing a refund to her in the amount of $339.45. USAPS has also indicated that ************ has been added to their internal list of consumers whom they will not contact.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact USAPS should there be any further questions or concerns. Contact information for USAPS is as follows:
********************************* LLC
*****************************br>Ste. 121<***********************************
*************
Sincerely,
*****************************
Compliance & Contract Counsel
PayLink DirectCustomer Answer
Date: 08/09/2023
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:07/25/2023
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.
My complaint is because this company canceled my car warranty I had two payments left he took the payments and and they canceled my car warrantyBusiness Response
Date: 08/08/2023
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 5, 2021, ************** purchased a vehicle service contract from *************, a third-party dealership selling vehicle service contracts on behalf of **************************** At the time of sale, a down payment of $160.15 was collected directly by *************.
Our records also indicate that on May 5, 2023, PayLink was no longer able to collect payment from Mr. ****** auto-debit payment method on file, and his PayLink billing account was updated so that he would receive monthly invoices for payments due. A past due notice was issued on May 8, 2023 to Mr. ****** address on file.
On May 16, 2023,************** called PayLink regarding the past due notice he received. On that call, the PayLink agent provided him with the amount due for the May payment, the date the payment needed to be received by in order to avoid cancellation, the number of payments remaining for his policy, and the total balance remaining on his policy before it would be paid off.
On June 1, 2023,PayLink received a payment via check from ************** for $127.00, which was applied to the May payment that was past due. A monthly bill was then issued on June 5, 2023 to Mr. ****** address on file for the June payment.
Since a June payment had not yet been received by our office, a past due notice was issued on June 14, 2023 to Mr. ****** address on file. PayLink attempted to contact ************** regarding his past due payment on June 21, 2023 but his phone number on file was no longer in service and no email address was on file for his account.
Since no further payments were received or collected from **************, his billing account was cancelled on July 6, 2023. A cancellation notice was issued on July 6, 2023 to Mr. ****** address on file.
Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to collections.
On July 14, 2023,PayLink received a payment via check from ************** for $134.00, which reinstated his billing account since it was within the reinstatement grace ****** for his policy. This payment was applied to the June payment that was due.A monthly bill was then issued on July 18, 2023 to Mr. ****** address on file.
On July 26, 2023,************** contacted PayLink regarding his payments. ************** indicated that he did not know that his auto-debit payment had declined in May, that he thought the last two (2) payments he had issued were the final payments for his policy,and that he did not realize there were payments remaining. The PayLink agent then explained to ************** that the payment processed on June 1, 2023 had been applied to his May payment, that the payment processed on July 14, 2023 had reinstated his account, let him know the total number of payment made, and informed him of the payments remaining for his policy. ************** indicated that he would send the payment due for July the next day.
On August 2, 2023,PayLink reached out to ************** in response to this complaint. ************** stated that he sent the July payment via check on July 27, 2023. ************** also requested that his final payment be deferred.
As of the date of this response, we are still awaiting Mr. ****** payment. However, per Mr.****** request, PayLink has deferred the payments due for his policy. As long as the check payment ************** sent is processed by September 3, 2023, his PayLink billing account will not be cancelled. Furthermore, the new due date for the final payment of Mr. ****** policy is now September 5, 2023.
For questions regarding payment or any other concerns, ************** can contact PayLink directly at *************.
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink DirectInitial Complaint
Date:07/19/2023
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 signed up for the service contract and initially the gentleman on the phone had told me that if i wasn't satisfied or agree with the terms I could cancel it. I paid the $25.00 to activate the contract. Today, July 19, 2023, I called the company to cancel the contract as I decided that the terms and conditions didn't need my needs and I was thinking about just trading my vehicle in. I spoke to two different people who REFUSED to cancel my contract and flat out told me NO when I repeatedly requested them to cancel the contract. They told me I was rude and they were going to call the cops on me when all I requested was to CANCEL the policy. SCAMMMMMMMM all the way!Business Response
Date: 07/26/2023
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 12, 2023, ************ purchased a vehicle service contract from ********************************* LLC (USAPS),a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $25.00 was collected directly by USAPS.
Furthermore, our records indicate that the service contract was cancelled on July 19, 2023 before any monthly payments were collected 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,per ************** request, they cancelled her policy when she called their office on July 19, 2023. Per USAPS, they attempted during that call to explain to *********** what her coverage was under her policy, but the call was disconnected.USAPS has indicated that they issued a full refund of the down payment of $25.00 on July 19, 2023 to ************** card on file.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact USAPS should there be any further questions or concerns. Contact information for USAPS is as follows:
********************************* LLC
*****************************br>Ste. 121<***********************************
*************
Sincerely,
*****************************
Compliance & Contract Counsel
PayLink DirectInitial Complaint
Date:07/13/2023
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 Direct is seeking to scam people using deceptive and predatory tactics. I purchased a new vehicle Feb 2022 and was told by the dealership that I'd receive additional documents in the mail. Within a week or two, I received a letter from Paylink saying to contact them regarding my warranty. The agent on the phone acted as the dealership and asked for my credit card information to begin a monthly billing to activate my warranty. He spoke quickly and vaguely in an attempt to confuse new vehicle buyers. I foolishly and hesitantly gave them my information and Paylink began withdrawing $169.00 from my account monthly. June 2023 I took my vehicle to the dealership for a service which was covered under my included warranty policy. When asked about the Paylink charge, the dealership had no awareness about who they were and that they are in no way connected to the dealership. Realizing this was an additional policy mirroring my existing I contacted Paylink to stop payments and to cancel my account. I then notified my bank who opened up a case against Paylink and instructed me that I didnt need to contact Paylink while they conducted their investigation. The bank was able to get a reimbursement of 4 months worth, but told me I would need to work with Paylink directly to get the balance of $1,521.00 refunded. I contacted Paylink and explained the situation and their agent was immediately extremely argumentative and confrontational. He explained that had I called them first to deal with the situation they would have refunded my money, but since I called the bank that they refused to reimburse anything additional. He said I handled the situation improperly and the result is my fault. He was extremely unprofessional and was unwilling for any level of resolution. Upon Googling their business I found numerous reviews of other victims who were also scammed out of money from Paylink from various reasons.Business Response
Date: 07/27/2023
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 12,2022, ************ 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.
Our records also indicate that ************* bank processed refunds for four (4) payments collected of $169.00 each on June 16, 2023. Since no further payments were received or collected, ************** account was canceled in our billing system on June 26, 2023. Accordingly, no further payments have been or will be collected from ************ by PayLink.
Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to collections.
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 ************** policy was cancelled for non-payment and that no refund was due (See ***** ********* ********* Agreements, pg. 13). Per *****, *********** is disputing payments with his bank, and they will therefore not issue a refund.
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>Ste. 121<***********************************
*************
Sincerely,
*****************************
Compliance & Contract Counsel
PayLink Direct
Enclosures.Customer Answer
Date: 07/27/2023
Complaint: 20316139
I am rejecting this response because that is factually incorrect in order for Paylink to justify withholding reimbursement.
The policy was in fact created on May 12, 2022 and the first down payment of $100.00 was collected. An automatic payment plan was set up at that time, and a payment of $169.00 was taken monthly. A payment was never missed and the account never went overdue. Cancelletation due to non-payment never occured.
June 15, 2023 was when I took the vehicle to the dealership for a service with the manufacturer warranty and the technician informed me of the overlapping Paylink policy which was not associated to the dealership. It was at that time that I called Paylink first before anything else to cancel my policy, I then called my bank after to notify of them of the situation who told me that they would handle the reimbursement on my behalf. After the cancellation no further payment was due to Paylink. Later I was connected to a conference call between ********** and Paylink who explained that the bank was successful in receiving a 4 month reimbursement but Paylink did not grant ********** to the bank to access my account so the remaining fund reimbursement had to be accomplished between myself and Paylink. It was during the next phone interaction when I contacted the customer cancelation and refund department where the agent was immediately rude and hostile toward the situation and said that they would have been happy to refund the entire amount, however, since I contacted ***** and opened an inquiry getting them involved that they refused to give any further compensation. I refused to engage in argument over the phone with the irate agent so I informed the agent that I would be making this BBB complaint and would notify the bank of Paylinks standing in the matter.
Paylink had used a scam of deceptive practices mimicking the dealership in the midst of me establishing legitimate paperwork with the dealership in order to confuse and set up a reoccurring payment plan in hopes to continue collecting on an unsuspecting victim without notice until policy expiration. The policy was set up unjustly and never should should have been created. Paylink had provided zero services during the active policy and clearly taking any action distorting facts to withhold the remaining balance without taking corrective actions to ammend the affair.
Sincerely,
*****************Business Response
Date: 08/03/2023
Dear *** or Madam:
This letter is in response to the rebuttal by *****************, BBB Case #********.
Our records indicate that on June 15, 2023, ************ called PayLink Direct (PayLink) to inquire about what the charges on his credit card were for. The PayLink agent informed ************ that they were payments for his vehicle service contract with ********************************* LLC (*****).************ requested more information regarding the policy and indicated that he already had coverage through his dealership. The PayLink agent provided *********** with ***** phone number to answer his questions. ************ then indicated that he wished to cancel his policy and asked about a refund. The PayLink agent then suspended the billing for ************** policy and again provided him with ***** contact information, stating he would have to follow up with ***** regarding his inquiries. On the same day, an email was issued to ************** email address on file, alerting him that his coverage was in effect and that he needed to contact ***** to review his coverage terms and discuss next steps.
On June 16, 2023,our records indicate that payments collected for ************** March, April, ******* June payments of $169.00 each were reversed by his bank and refunded to his credit card on file. Since no further payments were received or collected for ************** policy, the reversal of these payments caused his policy to cancel for non-payment.
Enclosed is a copy of the Cancellation Notice issued to ************** address on file.
On July 10, 2023, ************ and a representative with his bank called PayLink regarding a full refund of payments made for the ***** policy. The PayLink agent informed them that four (4) payments had been refunded to ***** credit on file in June, and that requests for additional refunds needed to be made to *****, the sales agent and company that handles customer cancellations and refunds for the policy. ************ and his bank representative were then again provided with ***** contact information.
In an attempt to assist ************,PayLink forwarded the contents of your inquiry to *****. It is our understanding from ***** that they did not speak to ************ until July 12,2023, when he called their office regarding a refund. ***** has indicated that if ************ drops the dispute with his bank, then they can issue a pro-rated refund to him per the terms of his policy.
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>Ste. 121
********************************
*************
Sincerely,
*****************************
Compliance & Contract Counsel
PayLink Direct
Enclosure.Initial Complaint
Date:07/12/2023
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 (and ************************* have been illegally taking money from my account since September of last year. There have been 12 transactions of $141.92 for a home policy (and they are not my insurance company) and 11 transactions for $116.54 for a vehicle policy (they are not my insurance carrier and I no longer drive). There have also been two additional attempts to charge $143.92 and an additional $100. Chase bank has been assisting me with trying to dispute the charges, but I am an 82 year old senior citizen who is on an extremely limited income and I cannot afford to lose thousands of dollars to Paylink. Please assist me in stopping this company from trying to take money from me and please help me with a refund of the money they took from me.Business Response
Date: 07/25/2023
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 July 29, 2022, ******************** purchased a home service contract (Tribus Contract) from Tribus Home Warranty LLC (Tribus), a third-party marketer selling home service contracts on behalf of 4Warranty Corporation. At the time of sale, a down payment of $116.54 was collected directly by ******.
Subsequently, our records indicate that on August 2, 2022,******************** purchased a motor club membership (***** Contract) from ********************************* (*****), a third-party marketer selling motor club memberships on behalf of Direct Protection Warranty Services. At the time of sale, a down payment of $100.00 was collected directly by *****.
Enclosed are copies of Ms. ********* Tribus Contract and ***** Contract as well as the PayLink Payment Plan Agreements for the Tribus Contract and ***** Contract.
Our records indicate that on June 7, 2023, our office received a chargeback dispute for the September 2022 payment of $116.54 collected for Ms. ********* Tribus Contract. Since no further payments were received or collected, the Tribus Contract was canceled in our billing system on June 21, 2023. Accordingly, no further payments have been or will be collected from ******************** for the Tribus Contract by PayLink.
Subsequently, our records indicate that on July 12, 2023 and July 14, 2023, the June 2023 and July 2023 payments of $143.92 each collected for Ms. ********* ***** Contract were reversed. Since no further payments were received or collected, the ***** Contract was cancelled in our billing system on July 14, 2023. Accordingly, no further payments have been or will be collected from ******************** for the ***** Contract by PayLink.
Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to collections.
In an attempt to further assist ********************, PayLink forwarded the contents of your inquiry to Tribus, the sales agent and company that handles customer cancellations and refunds for the Tribus Contract. It is our understanding from Tribus that they never received a request to cancel Ms. ********* Tribus Contract. **********, they attempted to contact ******************** regarding the chargeback dispute but were unable to reach her. ****** has indicated that no refund is due to ******************** at this time.
Additionally, PayLink forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds for the ***** Contract. It is our understanding from ***** that they issued a refund via check to ******************** on July 19, 2023 in the amount of $481.88.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Tribus and ***** should there be any further questions or concerns. Contact information for both companies is as follows:
Tribus Home Warranty LLC
**********************************************************************************
*************
********************************* LLC
*****************************br>Ste. 121<***********************************
*************
Sincerely,
*****************************
Compliance & Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:07/11/2023
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.
On 11/15/2022 pay link started taking out ****** out of my account monthly, for the next 8 months. Wasn't noticed til July 11, 2023. Contacted bank, and put a stop to the payments. Total amount scammed *******Business Response
Date: 07/19/2023
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 October 12, 2022, ****************** purchased a vehicle service contract from Endurance Direct (Endurance), a third-party marketer selling vehicle service contracts on behalf of *************************.
Enclosed are copies of Mr. ******** Endurance Contract as well as the PayLink Payment Plan Agreement for the Endurance Contract.
Furthermore, our records indicate that the policy was cancelled in our billing system on July 11, ****. 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 Endurance,the sales agent and company that handles customer cancellations and refunds. It is our understanding from Endurance that they spoke to ****************** and cancelled his policy per his request. Per Endurances request, PayLink processed refunds for the eight (8) payments collected of $188.80 each to Mr.******** **** account on file on July 13, 2023 for a full and total refund of $1,510.40.
For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Endurance should there be any further questions or concerns. Endurances contact information is as follows:
Endurance Direct
***************************************************
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:07/07/2023
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.
On September 2, 2022, the co owner my vehicle entered into an agreement with Paylink Vehicle Plan which was a total Scam. He was unaware that there was already a vehicle plan and agreed to and paid $295 down and $142.23 per month on the fony warantee. We had a vehicle plan which was purchase at the time the vehicle was purchased. Discussions with the dealer verified this was a total Scam. His signature on the ************* was not his. We have paid a total of ******* as of July 1, 2023 for this which I would refunded immediately. The payments have been going to Paylink ******************************************************* ** *****. The description on the credit card is Paylink Vehicle Plan ************ **Business Response
Date: 07/19/2023
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 2, 2022, a vehicle service contract was purchased for *************** vehicle from Automotive Product Consultants (***), a third-party marketer selling vehicle service contracts on behalf of Portfolio. At the time of sale, a down payment of $295.00 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 policy was cancelled in our billing system on July 12, 2023. Accordingly, no further payments have been or will be collected from ************* or any other policy holder by PayLink.
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 *** they issued a full refund via check to ************** in the amount of $1,717.30, which was delivered via *** to **************** address on file on July 17, 2023.
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
*****************************************************
************, ** 63005
*************
Sincerely,
*****************************
Compliance &Contract Counsel
PayLink Direct
Enclosures.Initial Complaint
Date:07/07/2023
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.
On Jan 03 2023 4ever home *** thru paylink direct was able to manipulate me into securing home services through their illegitimate company. The teller on the phone informed me of many things that they simply did not do. They were to send me information on the company and what they do for home owners to ensure security of said property, to which I never received. Unfortunately they were able to take my card information during this initial conversation. Once money was taken from my account, I then called to question the business on what the payment was for. And the representative firstly forget her name or was unable to tell me what it was. Secondly she started to actually try to sucker me into another payment to secure the contract however I politely declined and could tell that this was possibly a scam because the women couldn't answer questions about the services they provided or about the company itself. She kept putting me on hold and refused to give me her name. I then asked to cancel all services w the company and asked for a refund to which they told me to file a claim. After I got off the phone I saw they had taken yet another payment. In total $200Business Response
Date: 07/12/2023
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 30, 2022, ************************** purchased a home service contract from 4Ever Home (Policy 1), a third-party marketer selling home service contracts on behalf of EFG ****************** At the time of sale, a down payment of $100.00 was collected directly by 4Ever Home.
Furthermore, our records indicate that attempts to collect the monthly payment on and after December 30, 2022 from Mr. ************ auto-debit payment method on file for Policy 1 were not successful. A monthly bill for Policy 1 was issued to Mr. ************ address on file on January 3,2023, and past due notices were issued on January 9, 2023 and February 8, 2023.Since no further payments were received or collected, Policy 1 was cancelled on March 1, 2023, and a cancellation notice was issued on March 2, 2023 to Mr. ************ address on file. Accordingly, no further payments have been or will be collected from ************************** by PayLink for Policy 1.
Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to collections.
In an attempt to assist **************************, PayLink forwarded the contents of your inquiry to 4Ever Home, the sales agent and company that handles customer cancellations and refunds. It is our understanding from 4Ever Home that ************************** contacted their office on June 30, 2023 to inquire about a cancellation notice he received for Policy 1. Per 4Ever Home, since Policy 1 could not be reinstated, ************************** elected to purchase a new home service contract (Policy 2). 4Ever Home has indicated that ************************** then provided his credit card information and authorized 4Ever Home to collect a down payment of $200.00 for Policy 2 as well as use the card for the monthly payments.
It is also our understanding from 4Ever Home that they cancelled Policy 2 on July 7, 2023. Per 4Ever Home, they have issued a full refund of the down payment for Policy 2 to Mr. ************ credit card on file for a total of $200.00.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact 4Ever Home should there be any further questions or concerns. 4Ever Homes contact information is as follows:
4Ever Home
************************************************************
*************
Sincerely,
*****************************
Compliance & Contract Counsel
PayLink Direct
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