Complaints

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

close

Find a Location

PayLink Direct has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PayLink Direct

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

  
• 

  PayLink Direct

  851 International Pkwy STE 100 Richardson, TX 75081-2803

• 

  PayLink Direct

  300 S Wacker Ste #2250 Chicago, IL 60606

  
• 

  PayLink Direct

  P O 5989 Carol Stream, IL 60197

  
• 

  PayLink Direct

  300 S Wacker Dr Chicago, IL 60606-6700

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/13/2023

  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.

  On May 25, 2022 they call me from this business telling me that they were calling from **************** and that my warranty would soon expire, they made me believe that they were from **************** dealer and they were lying,they said I can pay per month for ******. I pay 10 payment total, Lexus do not recognize this warranty.I called pay link they told me they are going to send me a check withthe amount Paid but until just lies my policy # P00021865096 billing acct# **********

  

  Business Response

  Date: 04/20/2023

  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 25, 2022, ************** purchased a vehicle service contract from Automotive Product Consultants (***), a third-party marketer selling vehicle service contracts on behalf of Century Warranty Services. At the time of sale, a down payment of $250.00 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 February 22, 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 sales agent and company that handles customer cancellations and refunds It is our understanding from *** that ************** purchased a policy from *** on March 25, 2022.
  
  Furthermore, *** has also indicated that that they received **************** request to cancel her policy on February 22, 2023, which was processed by *** on the same day. Per ***, ************** called their office on March 6, 2023 to inquire about a refund.*** has indicated that they advised ************** that any refund due may take up to thirty (30) days to process. Per ***, on March 7, 2023, they received chargeback disputes for the last two (2) payments collected for **************** policy. Since these chargebacks or any future chargebacks received would affect the refund due to **************, this delayed *** processing **************** refund.
  
  Furthermore, *** has indicated that that they issued a refund via check to ************** on April 19, 2023 in the amount of $1,628.78.
  
  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
  *****************Louis Blvd.
  ************, ** 63005
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures.

• Initial Complaint

  Date:04/05/2023

  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.

  Good afternoon. My name is *******************. I am filing this complaint on behalf of my mother, ***********************. My mother passed away in September 2022. While looking through her financial records for her bank account, I discovered multiples debits from Paylink Direct in 2022 for an extended auto warranty. The amounts debited by Paylink Direct in 2022 were:5/3 - $73.36 6/3 - $136.98 7/5 - $136.98 8/3 - $136.98 9/6 - $136.98 Also, a related debit for $100.00 was completed on 3/7 by US Auto Protect for the same extended warranty protection.The total for all the debits was $721.28.My mother was 93 years old last year when this was done by PayLink.I had never heard of PayLink, so I searched the company online. I found many complaints against the company similar to my mothers situation. Tricking older senior citizens into purchasing extended auto warranties.My mother had a car I purchased for her. She was still driving at age 93. However, I took care of the car for her. She had no reason to purchase an extended warranty.It is sad that some sales people and their companies will take advantage of senior citizens. I am upset because this happen to my mother. I believe any son would be upset if they found out that their mother was taken advantage of by a salesman.PayLink has done this to many older people. I always asked my mother not to answer the phone when she did not recognize the number because it was probably someone trying to sell her something. However, sometimes she would answer the phone. This was one of those times. My mother had a caring heart and believed the best in people. She was trusting. I feel she was taken advantage of by a salesman. She was 93 years old.I want to have the total amount of $721.28 refunded to her estate by a company check. This was just wrong. Taken advantage of the elderly is wrong.The contract was labeled as a phone contract. There was no signature.Contract#: MRT110551 Billing#: WFC4512680 Thank you.

  

  Business Response

  Date: 04/07/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ******************* for ***********************, 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 2, 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 Ms. ****** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.

  
  Furthermore, our records indicate that on and after October 3, 2022, attempts to collect the payment due from the auto-payment method on file for Ms. ****** policy were unsuccessful. Since no further payments were made or collected, the policy was cancelled in our billing system on December 2, 2022. Accordingly, no further payments have been or will be collected for Ms. ****** policy 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 the only contact they had with ************** was at the time of purchase. Per *****, no refund is due at this time (See ***** ********* ********* Agreements, pg. 13).
  
  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: 04/07/2023

   
  Complaint: 19900598
  
  I am rejecting this response because my mother was 93 years old at the time of this matter. Is it now okay in ******* for businesses to take advantage of senior citizens?

  I read many complaints filed against PayLink Direct at the BBB website concerning older parents and grandparents involving extended auto warranties. 
  

  I do not accept the response provided because taken advantage of older people is wrong.
  

  I do not accept the response provided because the sales person should have known my mother was 93 years old or at least known my mother was a senior citizen. Would the sales person like someone taken advantage of his or her older love one?

  If it is now okay for businesses to take advantage of senior citizens in *******, just let me know. I am giving the businesses involved an opportunity to right a wrong done to my mother.

  If they choose not to do the right thing, I will pray for them and leave the matter along. I do not expect them to do the right thing, but I try to believe the best in people and businesses. I pray their love ones are not treated in the manner they have treated my mother.

  I thought there are laws against businesses taken advantage of senior citizens, especially involving situations like extended auto warranties where the letters received or information provided is sometimes misleading.

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

  

  Business Response

  Date: 04/14/2023

  Dear Sir or Madam:
  
  This letter is in response to the rebuttal submitted by ******************* for ***********************, Case #********.  
  
  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 it appears ************** was driving her vehicle while it was covered by her policy and that no payments were collected after ************** passed away. Per USAPS, if ************** is able to provide a ***** of ******** stating that ************** was incapable of making decisions on her own when she purchased her vehicle service contract, they will issue a refund.
  
  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:03/26/2023

  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.

  I signed up for a car extended warranty with my dealership in October of 2022. They charged me $4100 for that. I also got a call from someone I thought was the same company and gave them my **** card number because I thought they needed it for the same car warranty I just purchased. It turns out they are NOT the same company. They began charging me $189 a month. I sold my car on 1/28/2023 because I'm 79 and no longer allowed to drive and also had to move into a senior living apartment. I cancelled my extended warranty through the dealership. However, Paylink still charged me $189 a month anyway. I finally was able to get them on the phone and they gave me the run around about not wanting to refund me for a warranty I didn't know I had for a car I no longer own. They have charged me $189 for February, March and April of this year even though I don't own a car any longer. They told me that I have to send them a notarized letter with proof that I sold the car to be refunded. I do not have an easy way to do this since I can no longer drive and live in a senior apartment. This company is a complete and utter scam. They should not be allowed to do this to other senior citizens like myself. I wasted $1200 before I knew what was happening. I just want to get back the $567 they charged me when I did not even own the vehicle any longer. Why can't I just email them a copy of bill of sale? Why do I need to mail them a notorized copy of the sale?

  

  Business Response

  Date: 03/30/2023

  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 10, 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 $109.00 was collected directly by *****.
  
  Enclosed is a copy of the ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
  
  On March 14, 2023,**************** contacted PayLink to cancel her account. Billing was suspended for her policy at that time, and **************** was referred to ***** to complete the cancellation process. This was our last contact with **************** prior to this complaint.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on March 28, 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 sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that **************** contacted their office on March 14, 2023 to cancel her policy. Per *****, they informed **************** that they needed a written letter of cancellation with a copy of the odometer statement to calculate the refund due to her. ***** has indicated that they did not receive anything from **************** to process the cancellation. It is also our understanding from ***** that that they have cancelled ****************** policy and have issued a refund via check #**** to her in the amount of $661.74.
  
  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. ***************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance &Contract Counsel
  PayLink Direct

• Initial Complaint

  Date:03/07/2023

  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 received a letter in the mail stating my factory warranty has expired or was about to expire. It said that I needed to keep my coverage active so that I will not be liable for any or all repairs. So on 10/12/2022 I contacted them because I thought it was important and the deal was $25.00 to activate it and $134.00 a month. I got charged $25.00 on 10/17/2022 and $134.00 on 10/17/2022. I called my dealership and was told that they did not send this letter to me and that the warranty does not work with my vehicle. I called the company and they told me that the insurance would work anywhere. I told them that it does not and wanted to cancel. They were not authorized to charge another payment of $169.78 on 12/05/2022. They took it anyways. Now they canceled the policy and is charging me $517.83. This is a scam and I want all of my money back of $328.78. And my credit too!

  

  Business Response

  Date: 03/14/2023

  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 ********************************* LLC (*****), 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 Ms. ******* ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
  
  Furthermore, our records indicate that on February 20, 2023, the one (1) payment collected of $169.78 on December 2, 2022 was reversed due to a chargeback dispute. As a result,since no further payments were made or collected for Ms. ******* ******, the ****** was cancelled in our billing system on February 27, 2023. Accordingly,no further payments have been or will be collected from **************** PayLink.
  
  Enclosed is the Cancellation Notice issued to Ms. ******* address on file on February 28, 2023.
  
  Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to collection agencies.
  
  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 initially spoke to **************** on October 12, 2022. Per *****, their agent explained that installment payments for the ****** would be collected on a monthly basis, both to **************** as well as to a gentleman who later joined the call with her. ***** has indicated that *************** then elected to purchase coverage and authorized ***** to collect the down payment of $159.00, which was processed between two (2) charges of $25.00 and $134.00.
  
  ***** has also indicated that on November 25, 2022, they contacted **************** regarding a past due payment for her ******. Per *****, when **************** indicated she had paid the ****** in full, the ***** agent again explained that payments for the ****** were collected on a monthly basis per the terms of her ******. *************** was then transferred to ***** customer service department to assist her, but the call ended before they could speak to her. Per *****, **************** then called their sales department. ***** has indicated that **************** ended that call after being told that if she wished to cancel her ******, she needed to speak to customer service so they could process her request. ***** has indicated that this was their last contact with ****************, and their attempts to contact her afterwards were unsuccessful. Furthermore, ***** has confirmed that Ms.******* ****** was cancelled when no further payments were received and that no refund is due at this time (See ***** Contract, pg. 13, Financial Agreements).
  
  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
  100 ************
  Ste. 121
  **********, ** 63385
  *************
  
  Sincerely,
  
  *****************************
  Compliance &Contract Specialist
  PayLink Direct
  
  Enclosures.
  

  Customer Answer

  Date: 03/14/2023

   
  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:02/14/2023

  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.

  Paylink contacted my wife saying that she had to refinance her car because her insurance was running out. They gave her a run around, saying she need to do this or she would be penalized and got her to sign up for this. After the third or fourth payment of $198 I questioned her about this. When she told me, I said it sounded a little sketchy. She then called the dealership that she leases her car from. She asked them if this was a legit company, if they were associated with them and if this was something she needed. To which they said absolutely not. Dont give them money. So thats what we did. We canceled the insurance and kindly asked them to stop charging us. Since doing that, they continue to call her phone requesting payments and trying to get her to sign for it all over again. After looking at some reviews of the company on this website. I see we werent the only ones to fall for this.

  

  Business Response

  Date: 02/17/2023

  Dear Sir 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 office previously received a BBB complaint from ********************, BBB Case File #********, the substance of which is nearly identical to this complaint. Our office responded to ********************* complaint on December 9, 2022. On December 16, 2022, we were notified by your office that the BBB case had been closed as Answered.
  
  Enclosed is a copy of the file history for BBB Case File #********.
  
  Please note that no further payments have been collected from ******************** by PayLink since her vehicle service contract was cancelled in our system. Please also note that PayLink has not attempted to contact Mr. or ******************** since cancellation, and we had not received any further communications from ********************, ********************, or your office prior to receiving this most recent complaint.
  
  In an attempt to assist Mr. and ********************, PayLink forwarded the contents of your inquiry to *********************** (******), the sales agent and company that handles customer cancellations and refunds for ********************** vehicle service contract. ****** has indicated that they have added ******************** to their internal Do Not Calllist.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please reach out if you have any further questions or concerns.
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.
  

• Initial Complaint

  Date:12/02/2022

  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.

  This business is a huge scam. They have charged me over **** dollars and every time I am in need of them, they decline it.

  

  Business Response

  Date: 12/09/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***************************, BBB ********************** 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 23, 2021, **************** purchased a vehicle service contract from US Automotive Protections Services (*****), a third-party marketer selling vehicle service contracts on behalf of ********************* At the time of sale, ***** attempted to collect a down payment of $100.00.
  
  Enclosed are copies of **************** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
  
  Furthermore, our records indicate that the policy was paid in full on November 23, 2022. Accordingly,no further payments have been or will be collected from **************** by PayLink.
  
  Our records indicate that **************** called our office on December 2, 2022 to cancel her policy. **************** was advised that no more debiting would occur, and she was referred to ***** to complete the cancellation process. This was the last contact that 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 **************** submitted a claim under her policy for repairs to the brake rotors on her vehicle. Per *****, on October 31, 2022,the claim was denied because it was an excluded under the terms of Ms. ************* See ***** Contract, pg. 6. ***** has indicated that they spoke to **************** regarding the denial and that she did not cancel her policy at that time.
  
  It is also our understanding from ***** that **************** submitted a second claim under her policy for repairs to a light on her vehicle. Per *****, they offered to lower the total premium amount of **************** policy by $31.00 to fully cover the cost of the repair. On December 6, 2022, our records indicate that Ms. ************ was revised so that the total premium amount of $2,516.00 was lowered to $2,485.00, a difference of $31.00.
  
  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
  100 ************
  Ste. 121
  **********, ** 63385
  *************
  
  Sincerely,
  
  *****************************
  Compliance &Contract Specialist
  PayLink Direct
  
  Enclosures.
  

• Initial Complaint

  Date:12/02/2022

  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.

  My wife was contacted about six months ago from Paylink saying that she need to put an extended warranty on her car because the one she was under had expired. She didnt want to be penalized so she signed up. After seeing her next statement from the dealership (its a lease) she noticed that she in fact still did have a warranty. She then called the dealership asking if Paylink is a company associated with them, to which they said absolutely not. Dont give them money. So! Here we are. We have been charged $198.00 for I would say at least the last six months. Our account number from them is **********. I have all the records of the charges on our online banking. Ive since called to cancel the warranty. They said they have. No email verification or anything like that though to prove that they have, in fact cancelled it. Ive called the credit card company to switch cards so we dont get billed again but they told me it could take up to 60 days. Ive looked up Paylink on the BBB website and have found many more people unfortunately have suffered from this as well. How do these people sleep at night.

  

  Business Response

  Date: 12/09/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ******************************* for ***************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on June 9, 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 $198.00 was collected directly by ******.
  
  Enclosed are copies of ********************** ****** Contract as well as the PayLink Payment Plan Agreement for the ****** Contract.
  
  On December 1,2022, ******************** called PayLink to cancel the policy, saying the vehicle was already covered by the dealership. Billing was suspended at that time for the policy, and ******************** was transferred to ****** to complete the cancellation process; however, the call disconnected prior to ******************** being transferred to ******. This was the only contact that PayLink had with Mr. or ******************** prior to the complaint.
  
  On December 2,2022, chargebacks were filed for the November and October payments of $198.00 each. Since no further payments were made for ********************** policy, the policy was cancelled in our billing system on December 7, 2022. 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 Mr. and ********************, 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 ******************** called their office to purchase a policy on June 9, 2022 in response to a mailer sent by ****** alerting her that her vehicle warranty may be expiring. Per ******, on October 12, 2022, ********************** auto-debit payment method on file for her policy was updated, and a payment was collected. ****** has indicated that ********************** policy was cancelled.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ****** should there be any further questions or concerns. Elerascontact information is as follows:
  
  ***********************
  1708 S. **********
  ******************, ** 63303
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance &Contract Specialist
  PayLink Direct
  
  Enclosures.
  

• Initial Complaint

  Date:11/29/2022

  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 spoke with someone who noted I had a warranty and that I was calling to activate my warranty back in September. I asked why I needed to pay an activation fee on this warranty and he stated that would be something to take up with my dealership. I paid the activation fee and went about my day. Turns out they had activated a SECOND warranty and started charging me $180 a month. They are refusing to refund me my money in total as they scammed me into believing I was paying an activation fee for a warranty I already had. I called and explained the situation and they refused to refund me my money other than the one that was taken out the day prior. Thats still a missing $360 they charged me and refuse to refund because its not their fault I didnt understand what I was doing. They stated my vehicle was covered during that time and they were not refunding me the money. They stated they mailed me a booklet about my coverage and payment plan and when I told them I never received that he stated it wasnt their fault. Apparently i was speaking to the only manager on duty as well *****. He also stated he didnt understand why i had two warrantys when we got on the phone originally. He then continually repeated the same goodbye speech to try and get me off the phone once it was clear they werent refunding me by money.

  

  Business Response

  Date: 12/01/2022

  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 September 26, 2022, ***************** purchased a vehicle service contract from *** **** Protection (*** ****), a third-party marketer selling vehicle service contracts on behalf of **************. At the time of sale, a down payment of $179.98 was collected directly by *** ****.
  
  Enclosed is a copy 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 November 29, 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 *** ****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from *** **** that ****************** called their office on September 26, 2022. Per *** ****, when ***************** mentioned the total sales price for vehicle coverage being offered through her dealership, the *** **** agent advised that the dealerships price was high and that *** **** could offer her coverage at a lower price. *** **** has indicated that ****************** then called their office later that same day and elected to purchase coverage and provided her credit card for recurring billing for her policy.
  
  It is also our understanding from *** **** that ****************** called their office to cancel her policy on November 28, 2022. Per *** ****,the *** **** agent provided information on cancellation to Ms. ****** as well as information regarding a pro-rated refund per the terms of her policy. *** **** has also indicated that they do not have an employee named ***** who works at their office.
  
  It is also our understanding from *** **** that in order to resolve this matter, they have issued a refund of the down payment to ****************** credit card ending in **** on November 29, 2022 in the amount of $179.98. Per ********* request, PayLink also processed a refund on November 29, 2022 of the two (2) payments collected of $179.98 each. Therefore, a full and total refund of $539.94 has been issued to ******************.
  
  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:
  
  *** **** Protection
  5750 **************.
  Ste. 430
  ******, ** 60077
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct

  Customer Answer

  Date: 12/02/2022

   
  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:11/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've learned this company is a complete scam. They continued to take payment every month from my checking account in return of an extended policy on my vehicle thats financed and covered through a completely different agency. I want my money back that they have taken from my account and this "policy" to be cancelled.

  

  Business Response

  Date: 12/05/2022

  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 22, 2022, ************** 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 $216.17 was collected directly by Sky ****.
  
  Enclosed is a copy of ************** Sky **** 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 December 2, 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 ************* called their office to purchase a vehicle service contract on July 22,2022. At the time of sale, ************** provided his VIN, mileage for his vehicle,and payment method for the recurring payments. Per Sky ****, this was their last contact with **************.
  
  It is our understanding from Sky **** that they have attempted to contact ************** in response to this complaint but have been unable to reach him. Per Sky ****, they have cancelled Mr. ****** policy. Sky **** has indicated that ************** needs to submit the cancellation paperwork directly to their office so that they can calculate any refunds due to him under the terms of his policy.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Sky **** should there be any further questions or concerns. ********* contact information is as follows:
  
  Sky **** Protection
  5750 **************.
  Ste. 430
  ******, ** 60077
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct

• Initial Complaint

  Date:11/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 84 years old and I do not remember signing up for anything. I already have a vehicle under full warrantee at the dealer. I don't know what I paid already, but apparently, I gave them my credit card number. The letter says they are going to take a payment every month. I don't know how much. I think I may have paid them a big downpayment, but I don't remember. I must have given my credit card number on the phone. They must have tricked me and my family is very angry at them. They said it was a senior citizen scam.

  

  Business Response

  Date: 11/22/2022

  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 September 13, 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 $495.00 was collected directly by *****************.
  
  Enclosed are copies of Mr. ******* ***************** Contract as well as the PayLink Payment Plan Agreement for the ***************** Contract.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on November 18, 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 *****************, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***************** that they issued a refund of the down payment via the credit card on file for Mr. ******* policy on November 21, 2022 in the amount of $495.00. Furthermore, per *****************, they have also issued a refund via check #**** to **************** for the one (1) payment collected of $263.08.Therefore, a full and total refund has been issued to **************** in the amount of $758.08.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ***************** should there be any further questions or concerns. Vehicle Assurances contact information is as follows:
  
  *****************
  3902 S. **************
  ******************, ** 63304
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.
  

  Customer Answer

  Date: 11/23/2022

   
  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,
  
  *************************