Complaints

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

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  PayLink Direct

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

  
• 

  PayLink Direct

  300 S Wacker Dr Chicago, IL 60606-6700

  
• 

  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

  

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:11/13/2022

  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 paid Paylink in full for extended warranty for my car. I need car repairs and I was told by my dealership that there is no warranty on my car. I then contacted paylink and they said that I needed to contact ************************************. Both places are scams and keep giving me different answers. I want my money back because they have scammed me!

  

  Business Response

  Date: 11/21/2022

  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 October 26, 2020, **************** purchased a vehicle service contract from ************************************ (****), a third-party marketer selling vehicle service contracts on behalf of ************************* LLC. At the time of sale, a down payment of $195.00 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 Ms. ******* policy was paid in full on May 26, 2022. Accordingly, no further payments have been or will be collected from **************** by PayLink.
  
  On October 30, 2022, **************** contacted our office requesting information regarding her policy. At that time, PayLink provided *************** with her policy information as well as **** name and contact information. This was the last contact that our office had with **************** prior to this complaint.
  
  In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to ****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from **** that they issued a refund to **************** via check #***** on November 17, 2022 in the amount of $2,168.13.
  
  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:
  
  ************************************
  13801 ************.
  Ste. 400
  ****************, MD 63043
  *************
  
  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,
  
  *************************

• Initial Complaint

  Date:11/07/2022

  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.

  This company is a scam! Had services for almost a year paying a total of ******* to them called them twice to get things fixed on my car and always would say its not covers . And told them to refund me all my money because I have never used there services and they want you to write a letter to see if you can get a refund when they was taking my money every month is ridiculous. When you take your car to the car shop and try to use Paylein direct as an extra coverage, they say that service is a scam and they dont deal with it so we paying yall money for something that is not even really real for an extended warranty on I vehicle when it covers nothing really at all only thing I want for this company to do is a refund me all my money I found a dispute with my bank and they gave my bank two months but I have to do paperwork to go back from the first time they started taking payments out of my account for this services trying to work it out with them to refund my if not to go ahead through my bank out my my back, but na too, and just to to our is saying

  

  Business Response

  Date: 11/10/2022

  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 1, 2021, ************ purchased a vehicle service contract from Direct Vehicle Protection (Direct Vehicle), a third-party marketer selling vehicle service contracts on behalf of ****** ************** Services (******). At the time of sale,a down payment of $120.00 was collected directly by Direct Vehicle.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on November 4, 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 company that coordinates customer cancellations and refunds. It is our understanding from ****** that they are in the process of issuing a refund to ************ in the amount of $687.58.
  
  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:
  
  ****** ************** Services Inc.
  5500 *****************.
  Ste. 120
  ******, ** 43017
  ************** 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  

• Initial Complaint

  Date:11/06/2022

  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 account was charged with ****** for no reason. It has your phone number listed as part of the name. When i typed in the name into a ****** search it brought me here with the same phone listed on my bank account. I do not authorize anything from your company. I would like to be reimbursed for the money that was taken from my bank account. We do not need any home warranty or auto warranty! Contact me with any questions or concerns you may have please.

  

  Business Response

  Date: 11/16/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on June 3, 2022, **************** purchased a home service contract from Aegis Warranty Group (Aegis), a third-party marketer selling home service contracts on behalf of Lots Solutions. At the time of sale, a down payment of $195.00 was collected directly by Aegis.
  
  Enclosed are copies of Ms. ******* Aegis Contract as well as the PayLink Payment Plan Agreement for the Aegis Contract.
  
  Please note that billing for Ms. ******* policy was suspended while investigating her complaint.
  
  In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to Aegis, the sales agent and company that handles customer cancellations and refunds. As of today, PayLink has yet to receive a response from Aegis.  
  
  If **************** wishes to cancel her policy or inquire about any refunds due, she is encouraged to contact Aegis at the number below.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Aegis should there be any further questions or concerns. Aegis contact information is as follows:
  
  Aegis Warranty Group
  13801 ************.
  Ste. ********************************************* 63043
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.
  

• Initial Complaint

  Date:11/02/2022

  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.

  Paylink lied about coverage, saying everything was covered, but would not cover anything I needed. Requested cancellation and was put on hold for over an hour until phone battery ran out. Sent email follow up for cancellation and never heard back and am continuing to be charged. This is a SCAM

  

  Business Response

  Date: 11/03/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***************************, BBB Case #********. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on June 21, 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 $189.47 was collected directly by Sky ****.
  
  In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to Sky ****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Sky **** that they had not spoken to ****************** since the purchase date prior to this complaint and no claims have been filed on ****************** policy. Per Sky ****, they spoke to ****************** on November 3, 2022 in response to this complaint. Sky **** has indicated that ****************** has a policy for his vehicle with another company and intended the complaint to be directed at that company. Per Sky ****, ****************** has elected to keep his coverage with Sky ****.
  
  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:10/21/2022

  Type:Sales and Advertising 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.

  09/2021 paylink contacted me to sell a ********************** for a Kia *** car I had just bought that was already under factory **********************. I didnt know of paylink or how they got my number and I thought they were my Kia ********************** people when I agreed to a 1x payment of $168 thinking I was upgrading my **********************.with **** I had no clue they were an unassociated business selling a new ********************** I didnt want,ask for or need. I never signed anything, or agreed to buy a ********************** from them. Regardless they charged me $168 monthly I believe they took a total of $1600 even though I noticed the charges and asked them to stop and return my money. They did neither! I called regularly to be blown off and blamed for this Outrageous incident. They perused me, misled me, stole from me and have yet to refund any of the money they had no permission to take. They did cancel the ********************** but I need my money back. They sent me no documents, this was all over the phone

  

  Business Response

  Date: 10/27/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on September 11, 2021, ************** purchased a vehicle service contract from Sky **** Protection (Sky ****), a third-party marketer selling vehicle service contracts on behalf of **************. At the time of sale, a down payment of $168.68 was collected directly by Sky ****.
  
  Enclosed are copies of Ms. ****** 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 September 7, 2022. Accordingly, no further payments have been or will be collected from ************** by PayLink.
  
  Our records also indicate that ************** called our office on October 3, 2022 regarding the completion of the cancellation process for her policy and to inquire about a refund. The PayLink agent explained that cancellations and refunds are processed by Sky **** and provided ************** with their contact information for any further questions. This was our last contact with ************** prior to this complaint.
  
  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 on September 11, 2021 to purchase a vehicle service contract and provided her vehicle and billing information to activate the policy. Sky **** has also indicated that they cancelled ****************** policy per her request and issued a refund via check #****** to ************** on October 25, 2022 in the amount of $1,052.82.
  
  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
  
  Enclosures.

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising 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 an official-looking letter in the mail stating that my home warranty was about to expire. I called asking about the benefits of renewing the warranty. I was told that my appliances were covered and that I would have access to services in my area for a flat rate. After activating my account and paying $125 on May 27th, I could never get anyone to answer the toll free phone number and the provided website wasn't real. I never received any additional information from the home warranty company after the confirmation of my "plan". My account has proceeded to have recurring payments of $185 on the 27th of each month. I attempted to cancel the account at the beginning of August and the beginning of September, but it hasn't been canceled. These payments have also increased my monthly interest charges on the card associated with the account. I would like a cancelation of this account and refund of all payments made from May 27 to September 27th.

  

  Business Response

  Date: 10/21/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on May 27, 2022, **************** purchased a home service contract from Like New Home Warranty (Like New Home), a third-party marketer selling home service contracts on behalf of ********************** At the time of sale, a down payment of $180.00 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 was cancelled in our billing system on October 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 Like New Home, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Like New Home that they do not have a record of **************** contacting them until October 11, 2022, after their offices had closed. Like New Home has indicated that they have attempted to contact **************** in response to this complaint have been unable to reach him.  
  
  Furthermore, it is our understanding from Like New Home that they are in the process of issuing a refund via check to **************** in the amount of $354.16.
  
  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
  2973 ***********.
  Ste. 240
  **********, ** 92626
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.

  Customer Answer

  Date: 10/22/2022

   
  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:10/11/2022

  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 company is preying on elderly and unsuspecting individuals. Upon detailed review of my widowed; mother thats in her 70s financial records; In card ending in 5201,I have discovered that Paylink has been taking automatic debits from her bank account in the amount of $159.00 since 2017! This amounts to over $13,000 of unauthorized debits!! Plus a additional deposit!! Apparently it all began through a company called Paylink Direct; My mother is on a fixed income and did not willingly or wittingly sign up for such auto warranty coverage, and has received no documentation of agreement to these debits. I believe this company is a scam and a sham and has deliberately deceived people into believing this so-called coverage was necessary and authorized by their car dealership. I have tried to call the ***** numbers I have been able to find online, to no avail. I demand that Paylink be held accountable for this debit amount and issue a refund immediately, or legal action will ensue. Their practices of taking advantage of elderly individuals is deplorable!

  

  Business Response

  Date: 10/14/2022

  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 January 7, 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 $100.00 was collected directly by *****.  
  
  Enclosed are copies of **************** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
  
  Please note, our records indicate that this is the only policy for **************** in our system.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on October 11, 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 via check #**** to **************** on October 13, 2022 for a total of $1004.85.
  
  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:10/08/2022

  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.

  Date of Transaction: 9/17/22 Amount paid: $100 ************ sent a pink notice in the mail stated that my car warranty was going to expire, and I had to purchase a services contract on September 15. I called this number on September 17th, and the customer sales rep (spoke to a female) stated that my warranty coverage expired, so I was pressured into putting down a $100 deductible (even though I already had warranty coverage with the dealership where I got my car from). They set me up for monthly payments of $185, and that I could not use this coverage until November. I no longer wish to use this service and would like to request a refund of my deductible, no further charges from this company, and a complete cancellation of my account. I tried to contact a customer service rep a few days ago in regards to this issue, but they were very rude and argumentative. Their lack of professionalism is very disappointing. I have also contacted my bank regarding this issue as well. My Contract#: MRT130975

  

  Business Response

  Date: 10/13/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on September 17, 2022, ************** 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 service contract was cancelled on October 12, 2022 before any monthly payments were collected by PayLink.
  
  Please note that that the only communication that PayLink had with ************** prior to this complaint was in the form of a welcome letter and a monthly bill, both issued to his address on file.
  
  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 the only time they spoke to ************** was at the time of purchase. It is also our understanding from USAPS that they issued a full refund of the down payment of $100.00 to **************** credit card on file on October 5, 2022.  
  
  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
  100 ************
  Ste. 121
  **********, ** 63385
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service contract with ************* for a used car from my dealer Auto House. Other than my down payment s Paylink debits me monthly. I canceled my contract on 8/25/2022 ************* refunded my policy to Paylink and the check was paid to Paylink. **** standard said it takes 30 days for refund and to contact Playlink for my $736.38. After getting the runaround Paylink is telling me to contact my dealer who sold the policy to collect my refund. The dealer said they dont refund and my money was paid to Paylink for ************* who tells me to call Paylink who they sent my refund to. I should have been refunded 30 days from 8/25/2022 and Ive yet to receive my refund.

  

  Business Response

  Date: 10/24/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *****************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on March 19, 2022, ****************** purchased a vehicle service contract from ************************ (Auto House), a third-party dealership selling vehicle service contracts on behalf of ******************************** **************** At the time of sale, a down payment of $400.00 was collected directly by Auto House.
  
  Furthermore, our records indicate that the policy was fully cancelled in our billing system on September 29, 2022. Accordingly, no further payments have been or will be collected from ****************** by PayLink.
  
  Please note that PayLink provides different tools and services to assist dealerships in calculating any refunds that *** be due to customers. However, PayLink is not a party to the vehicle service contracts and any refunds due to customers are to be paid by the dealership.
  
  In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to ************** the administrator of her policy. It is our understanding from ************* that on August 25, 2022, ****************** was referred to Auto House, the dealership and company that handles customer cancellations and refunds, to obtain a cancellation request form. Per ******************* House was made aware of the intent to cancel as they supplied ****************** with the cancellation form. ************* has also indicated that they will speak to Auto House to ensure that any refunds due to ****************** will be issued by Auto House.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Auto House or ************* should there be any further questions or concerns. ********** and *************s contact information is as follows:
  
  ************************
  1245 **************.
  ******************, ** 60515
  ************* 
  
  ********************************
  PO Box 1322
  ******, ** 84020
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18184619
  
  I am rejecting this response because:
  Gold Standard has told me they refunded my account to Paylink and they are responsible I am contacting Am Arbitration per contact about arbitration 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/16/2022

  Dear Sir or Madam:
  
  This letter is in response to the rebuttal 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.
  
  Enclosed is a copy of Ms. ********************* House Contract.Under the terms of the Auto House Contract, any refunds due upon cancellation are to be issued by ************************ (Auto House), the dealership and sales agent for Ms. ******** policy, or ******************************** **************** the administrator of her policy. (See pg. 6-7).
  
  In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to ************** the administrator of her policy. It is our understanding from ************* that they have spoken to Auto House and urged them to issue the refund due to ****************** as soon as possible.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Auto House or ************* should there be any further questions or concerns. ********** and *************s contact information is as follows:
  
  ************************
  1245 **************.
  ******************, ** 60515
  *************
  
  ********************************
  PO Box 1322
  ******, ** 84020
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosure.
  

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18184619
  
  I am rejecting this response because:

  I spoke to both Auto House and ************************ who have told me they disagree and have contacted you, Paylink. ************************ fully refunded you Paylink (the company who processed payments) in September 2022 my policy via check in the amount of $2719.60 If you want ************* or Auto House to refund me, please refund my policy to them. My policy was canceled in August and refund to you in September and it is now November and I have not been refunded.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/07/2022

  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 viewed several other complaints targeting older purposed clients with this Paylink Vehicle business. My 75 year old mother was being charged ***** a month for 5 months before she noticed the abnormal charge and called it in to the bank. The fact that there are several other elderly clients who have been targeted is a shame. In a world where taking advantage of the elderly is abuse, these folks dont care at all. And why hasnt BBB or any other organization helped this situation from reoccurring?

  

  Business Response

  Date: 10/14/2022

  We received the attached review from ***************************** writing on behalf of her mother, BBB Case #********. We were unable to locate her mothers account with the information provided in the complaint. I have reached out to ******************** several times using the contact information provided in the complaint but have not received a response. Therefore, I dont have proof this is one of our customers.

   

   

  Thanks,

   

  *****************************