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

  6557 Solutions Ctr Chicago, IL 60677-6005

  
• 

  PayLink Direct

  851 International Pkwy STE 100 Richardson, TX 75081-2803

• 

  PayLink Direct

  300 S Wacker Ste #2250 Chicago, IL 60606

  

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:08/18/2022

  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 contacted PayLink Direct and requested they cancel my policy in March 2022. The operator argued with me for some time trying to talk me out of canceling my policy. I explicitly told him that I wanted this policy canceled no and he finally said ok. I called the company back in June when I saw the statement and advised I wanted reimbursed. This operator told me to write a letter requesting a refund. This operator stated she canceled the policy this time. I went to the bank and made sure there were no further payments to PayLink. I sent the letter to the address on the web site and have not heard from anyone. I called back on August 16 2022 and this operator said I needed to send it to USAPS *********************************************************

  

  Business Response

  Date: 08/25/2022

  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 October 20, 2021, ************** 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.
  
  On ************************************** contacted PayLink to cancel his policy. At that time, billing was suspended, and ************** was referred to USAPS, the sales agent and company that handles customer cancellations and refunds, to complete the cancellation process. This was the first and only contact that PayLink had with ************** regarding his wish to cancel his policy.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on June 30, 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 USAPS. It is our understanding from USAPS that they cancelled Mr. ****** coverage when he called them on June 30, 2022. During that call, USAPS provided ************** with the documents he needed to mail to them so that they could calculate and issue his refund.
  
  It is also our understanding from USAPS that they contacted ************** in response to this complaint. Per USAPS, ************** mailed his cancellation documents to USAPS old mailing address, so they never received them. USAPS has indicated that they provided ************** with their current mailing address. Per USAPS, once they receive Mr. ****** cancellation documents, they will process a refund via check to him in the amount of $331.31.
  
  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:08/04/2022

  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.

  This company is preying on elderly and unsuspecting individuals. Upon detailed review of my 87-year old fathers financial records, I have discovered that Paylink has been taking automatic debits from his bank account in the amount of $125.10 since August 6, 2019!! This amounts to $3,753 of unauthorized debits!! Apparently it all began through a company called AutoAssure, which also took an unauthorized debit of $198 on July 9, 2019 that appears to have started this whole event. My father 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: 08/12/2022

  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 July 5, 2019, ****************** purchased a vehicle service contract from *************** (Auto Assure), 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 Auto Assure.
  
  Enclosed are copies of Mr. ******** Auto Assure Contract as well as the PayLink Payment Plan Agreement for the Auto Assure Contract.
  
  Furthermore, our records indicate that the policy was paid in full in our billing system on January 5, 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 Auto Assure, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Auto Assure that they attempted to contact ****************** regarding this complaint but were unable to reach her. In the interest of resolving this matter, Auto Assure has indicated that they are in the process of issuing a full refund via check to ****************** in the amount of $3,951.00. The check will be sent via ***** to Mr. ******** address on file,which is the same address listed in the complaint.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Auto Assure should there be any further questions or concerns. Auto Assures contact information is as follows:
  
  *********** LLC
  2528 Highway K
  Suite 204B
  O'Fallon, ** 63368
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.
  

  Customer Answer

  Date: 08/14/2022

   
  Complaint: 17674857
  
  I am rejecting this response because:

  I will consider marking this current issue resolved only once a refund check in the amount of $3,951 has been received by my father and validated through his financial institution and I have received notification that all personal information has been removed as requested below. 
  
  
  Please remove *********************************, *********************** and any associated personal mailing address, email address, phone number and bank account information from all PayLink and ********** databases, mailing lists, contact lists, etc. and assure that the same are removed from ANY databases, mailing lists, contact lists, etc that *** be sold to or shared with any third parties. 
  
  
  Although a refund has been agreed upon, I still believe these companies, ********** and PayLink and their affiliates are knowingly preying on unsuspecting citizens and the elderly with their tactics of tricking folks into believing they are in need of such a service, when in fact they *** not be. 

  
  Sincerely,

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

  

  Business Response

  Date: 08/16/2022

  Dear Sir or Madam:
  
  This letter is in response to the rebuttal 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.
  
  In an attempt to assist ******************, PayLink forwarded the contents of your rebuttal to *************** (Auto Assure), the sales agent and company that handles customer cancellations and refunds. It is our understanding from Auto Assure that they issued a refund check to ****************** in the amount of $3,951.00 to Mr. ******** address on file.This refund was sent via ***** tracking #************ on August 12, 2022 and can be tracked on the ***** website. Auto Assure has also indicated that Mr.******** address on file has been added to their Do Not Mail list.
  
  Due to Ms. ******** additional request made in the rebuttal, we are also adding her and Mr. ******** names to PayLinks internal list of consumers for whom we will not accept new accounts.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Auto Assure should there be any further questions or concerns. Auto Assures contact information is as follows:
  
  *********** LLC
  2528 Highway K
  Suite 204B
  O'Fallon, ** 63368
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct

  Customer Answer

  Date: 08/18/2022

   
  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:07/27/2022

  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 have tried to cancel my extended warranty with paylink for a new truck that I purchased. After being told that I have to pay as a processing fee $99 to cancel the extended warranty I did and was reassured paylink wouldnt be withdrawing any more money from my bank account. The next month they charge me $145 for a new warranty they signed me up for with out my knowledge and still continue to charge me for the original policy that was supposed to be canceled .

  

  Business Response

  Date: 08/05/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes.  PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on August 19, 2021, **************** purchased a vehicle service contract and a maintenance contract for his 2021 Chevrolet Silverado **** from ***************** (Liberty), an automotive dealership selling vehicle service contracts on behalf of Portfolio.
  
  On July 28, 2022, **************** called PayLink to cancel his policies and to inquire about a refund. Billing was suspended for both polices and **************** was referred to ***************** and Portfolio to complete the cancellation process and answer his other questions. This was the only contact PayLink had with **************** prior to this complaint.
  
  Furthermore, our records indicate that the policies were cancelled in our billing system on August 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 Portfolio, the company that coordinates customer cancellations and refunds. It is our understanding from Portfolio that Liberty is in the process of issuing refunds to **************** for his policies.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Liberty or Portfolio should there be any further questions or concerns. Liberty and Portfolios contact information is as follows:
  
  *****************
  2755 ************.
  *****, ** 93662
  ************* 
  
  Portfolio
  25541 ***************.
  Ste. 100
  ***********, ** 92630
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct

• Initial Complaint

  Date:07/23/2022

  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.

  According to Paylink, on December 2021, they began drawing $234.00 out of my husbands checking account. He noticed the $234 00 in July because it threw his account in the negative. First contact with Paylink on 7/22/22 and spoke with ***** I explained my husband including myself was totally unaware of Paylink, who they are and what they do. I explain that they were actually drawing money from my husbands checking account and it needs to be returned. The Rep. starts to point out the benefits of keeping this coverage. He also informed me that the money had been coming out of the account since Dec. I explained that I didnt agree on any car coverage or speak with anyone about car coverage. The rep. then informed me it was a man that they spoke with. I stated that me or my husband knew anything about this coverage and that we had coverage with the company we bought the car from. We are senior citizens and I have been back and forth in the hospital and nursing home with surgeries and rehab. I repeatedly asked for a refund. He then stated, he had the actual recording of my husband giving his account information. But, later stated the recording had been placed in the archives. He also read out my email address and asked if it was correct, which it was. I explain to the rep. that I wanted the money placed back into the account. I told him it was not authorized and it was a fraudulent transaction. He called me hostile and stated he was trying to help me save money. He said I needed to listen and not cut him off while he is talking. Again, I informed the rep. the only reason for this call was to replace the money that was taken out of the account! He stated he wanted to help me but, since I dont need the coverage I can get a pro-rated refund because, I have used the coverage since December and that I will receive a form that will need to be filled out. This is my husbands account, which my name is not on. My is not Kat, My husband actual name was never mentioned

  

  Business Response

  Date: 07/28/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes.  PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on December 1, 2021, a vehicle service contract in **************** name, listed in our system as *****************, was purchased from Auto Repair Network (***), a third-party marketer selling vehicle service contracts on behalf of ************* At the time of sale, a down payment of $195.00 was collected directly by ***.
  
  Enclosed are copies of **************** *** Contract as well as the PayLink Payment Plan Agreement for the *** Contract.
  
  On July 22, 2022, ************** contacted PayLink regarding her policy. During that call, the PayLink agent explained that **************** policy was listed under ***************** and the date when payments were debited automatically from her payment method on file. ************** then confirmed the make and model of the vehicle PayLink had on file for the policy. ************** then said she didnt know how she got the policy and that her vehicle was completely covered under ******* The PayLink agent then explained that PayLink was the billing company for her policy and asked if she wanted to cancel her policy or get more information regarding it. ************** said she wanted to cancel her policy and receive a refund. The PayLink agent then advised that billing was suspended, provided ************** with her policy number, and told her that she needed to contact ***, the sales agent and company that handles customer cancellations and refunds, to complete the cancellation process. This was the last contact PayLink had with ************** and represents the entire extent of that conversation.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on July 22, 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 ***. It is our understanding from *** that they reviewed the initial sales call and **************, **************** husband, did state that the information *** verified regarding the name on the file was his wife. ************** also provided the email to send the purchase confirmation to. *** has indicated that they are reviewing the call and will provide any training necessary. 
  
  Per ***, on July 22, 2022, Mr. and ************** contacted them to cancel the policy. *** then cancelled the policy per their request. It is our understanding from *** that they have issued a refund via check to ************* in the amount of $1368.98. *** has indicated the refund check will be mailed to the address on file via **** and should be received by ************** in the next **** business days. 
  
  Enclosed is a copy of **** response to **************** complaint.
  
  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:
  
  Auto Repair Network
  680 *************.
  Building A
  **********, ** 63385
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.
  

• Initial Complaint

  Date:07/13/2022

  Type:Product 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.

  Recently I began receiving phone calls from a company called PayLink Direct saying that my account is past due and that I must pay $180.22 by 7-3-22 or risk losing coverage. The problem is I never signed up for this automobile coverage, I have never heard of this company, never signed a contract, etc. I checked my bank statement and 2 payments of $180.22 have already been deducted from my bank account ...in April 2022 and May 2022. Most recently I received a "past due notification" **** saying they will cancel or modify my coverage if I don't pay on or before 7-23-22. I think this company is a SCAM and I have no intention of paying them anything.I am an organized person and keep separate home files for everything so I keep track of all my bills, credit cards, bank accounts, insurance, health matters, etc and I have NOTHING for this company. I recently had major surgery and I am home recuperating, so I have had the time to look into this. Is there any way of getting my money back?

  

  Business Response

  Date: 07/20/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *****************************, BBB Case # ********. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes.  PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on April 24, 2021, ******************** purchased a vehicle service contract from Endurance Direct (Endurance), a third-party marketer selling vehicle service contracts on behalf of *************************. At the time of sale, a down payment of $227.64 was collected directly by Endurance.
  
  Enclosed are copies of Ms. ********* Endurance Contract as well as the PayLink Payment Plan Agreement for the Endurance Contract.
  
  On June 24, 2022, the auto-debit payment method on file for Ms. ********* policy was declined. As a result, a past due notification was issued by PayLink to Ms. ********* address on file on June 27, 2022. This is the only contact that PayLink had with ******************** prior to this complaint.
  
  Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to collections.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on July 19, 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 Endurance, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Endurance that they have attempted to contact ******************** in response to her complaint via phone and email and have been unable to reach her.
  
  Endure has indicated that they cancelled Ms. ********* policy and are in the process of issuing a refund of $1428.72 to her. However, they will need to verify Ms. ********* mailing address prior to issuing any refunds checks. Please have ******************** call Endurance at ************ to verify her mailing address.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please have ******************** contact Endurance should she have further questions or concerns. Endurances contact information is as follows:
  
  Endurance Direct
  400 ***********
  **********, ** 60062
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.
  

  Customer Answer

  Date: 07/21/2022

   
  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:07/11/2022

  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 never signed up for any extended car warranty or authorized any money to come out of my bank account from this company or any extended car warranty company. I wish to recoup all monies taken out of my bank account. I first noticed this charge today which is 07/11/2022. It had been taken out on 7/05/2022. So I researched the company that took it out and it says paylink direct veh cov and upon researching I noticed quite a few people have been scammed out of monies. So I went back and checked all my bank statements from September 2021 till now and they started taking money out of my bank account since 11/04/2021 and every month there after, with the most recent one of July 5, 2022. Which I can provide every statement except Julys banking statement because it hasnt been finished out yet obviously. Ive tried reaching out to the number on file to question the charges and its a continuous loop and no one answers. This is unlawful and my money needs to be refunded.

  

  Business Response

  Date: 07/21/2022

  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 August 3, 2021, ****************** purchased a vehicle service contract from ********************************* LLC (*****),a third-party marketer selling vehicle service contracts on behalf of Headstart Warranty Group. At the time of sale, a down payment of $100.00 was collected directly by *****.
  
  Enclosed are copies of Mr. ******** ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
  
  Furthermore, our records indicate that the payments of $98.00 each that were auto-debited from Mr. ******** payment method on file on June 3, 2022 and July 4, 2022 were reversed. Since no further payments were received, Mr. ******** policy was cancelled in our billing system on July 13,2022. A cancellation notice was issued on July 14, 2022 to Mr. ******** address on file. 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. 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 have ****************** contact ***** should he have further questions or concerns. ***** contact information is as follows:
  
  ********************************* LLC
  100 ************
  Ste. 121
  **********, ** 63385
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.

• Initial Complaint

  Date:07/08/2022

  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.

  I have repeatedly asked them to cancel the service and they continue to take money from my bank account on random dates.

  

  Business Response

  Date: 07/14/2022

  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 July 30, 2021, ****************** purchased a vehicle service contract from Carchex LLC (Carchex), a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $163.66 was collected directly by Carchex.
  
  Please note that our records do not indicate that ***************** contacted PayLink to cancel his account and that we have not been in contact with **************** prior to this complaint.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on July 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 Carchex, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Carchex that they have not had any contact with ****************** since he purchased his policy.Carchex has also indicated that they never received a request from ****************** to cancel his policy. 
  
  It is also our understanding from Carchex they have cancelled Mr. ******** policy and that they are in the process of issuing a pro-rated refund of $61.27 via check to ******************. Per Carchex, it will take 2-3 weeks for the refund check to be issued.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please have ****************** contact Carchex should he have further questions or concerns. Carchexs contact information is as follows:
  
  Carchex LLC
  118 ***********
  *********, ** 21030
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  

• Initial Complaint

  Date:07/07/2022

  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 purchased a home warranty program. I cancelled this program. It was with Atlantic Pacfic. They sent the refund of $198.00 through PayLink. They have said it would be here within 7 to 10 days for over three weeks now. I called this morning and spoke to a ****. He was very arrogant and said it would be a week to two weeks for this check to come. We are now over a month since this check should have been here. I would like for this company to be investigated and to be able to get my check. Is this company a scam? Please help me as I am on a fixed income and need this check. Thank you and i hope to hear from you soon and that you can help me.

  

  Business Response

  Date: 07/12/2022

  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 18, 2022, **************** purchased a home service contract from **********, a third-party marketer selling home service contracts on behalf of EFG ****************** At the time of sale, a down payment of $198.00 was collected directly by **********.
  
  Furthermore, our records indicate that the service contract was cancelled on June 17, 2022 before any monthly payments were collected 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 full refund of the down payment of $198.00 to ***************** Mastercard ending in **** on June 17, 2022, the same day that she cancelled her policy.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please have **************** contact ********** should she have further questions or concerns. 4Ever Homes contact information is as follows:
  
  **********
  1708 S. **********
  ******************, ** 63303
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct

• Initial Complaint

  Date:07/04/2022

  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.

  they charged my debit card after cancellation refund all monies or face classaction lawsuit.BILLLING N0.wfc4593002

  

  Business Response

  Date: 07/14/2022

  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 20, 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 $99.00 was collected directly by ******.
  
  Enclosed are copies of Ms. ****** ****** Contract as well as the PayLink Payment Plan Agreement for the ****** Contract.
  
  Please note that no monthly payments have been collected by PayLink. Please also note that our records also do not indicate that PayLink has had any contact with ************** or that we received a request to cancel her contract 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 have not had any contact with ************** in regard to a cancellation request. Per ******, the only contact they have had with ************** was when she purchased her contract on May 20, 2022. ****** has also indicated that they have attempted to contact ************** several times in response this complaint and have been unable to reach her.
  
  It is our understanding from ****** that they have cancelled Ms. ****** policy on July 14, 2022. ****** has indicated that, under the terms of Ms. ****** policy, no refund is due at this time (See ****** Contract, pg.12.)
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please have ************** contact ****** should she have further questions or concerns. ****** contact information is as follows:
  
  ***********************
  1708 S. **********
  ******************, ** 63303
  ************* 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.
  

• Initial Complaint

  Date:06/28/2022

  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.

  We recently bought a new car and paid for the warranty with the dealership. We received fraudulent mail stating we had to call and activate our warranty, during the phone call they demanded we pay $199.75 as a "starting fee" for our warranty. I asked questions and they refused to be helpful, stating I had to pay the money or our warranty would be canceled. They claimed we would receive a booklet in the mail in 2 weeks with our "warranty information" which did not happen. They also claimed this fee would cover us for 6 months, but now am getting charged another $199.75 as of July 1st. I called our car dealership who immediately stated this was a scam and to report it ASAP because we pay for our car warranty with our car payment. We want a complete cancellation of this "plan", removal of all my personal data from their company, and a full refund from 6/01 for $199.75, as well as for this upcoming month which is to be charged 7/1. This is a shameful company taking advantage of people who do not know any better using fear tactics as leverage. I called to complain but was hung up on and ignored. Please address ASAP before we have to take further legal action. They misrepresented themselves as ****** which is illegal!!!!

  

  Business Response

  Date: 07/06/2022

  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 31, 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 $199.75 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 the service contract was cancelled on July 5, 2022 before any monthly payments were collected 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 in response to a mailer she received. During that call, the *** **** agent identified their office as *** **** Protection and confirmed that the mailer was an offer for a vehicle service contract. The *** **** agent confirmed Ms. ****** name, VIN, current mileage, and that her partner ****** was an owner of the ***** vehicle. The *** **** agent also went over the general coverage that the policy provided, that it was Ms. ****** responsibility to perform regular maintenance for her vehicle, that her policy booklet would be mailed to her address on file in about one (1) week, and that work to be performed on her vehicle could be done at any ***** licensed repair facility. The *** **** agent recommended that Ms. ****** repair facility call ********* claims department prior to performing work on her vehicle to ensure that any repairs would be covered by the policy. Furthermore, the *** **** agent took Ms. ****** payment information for the down payment, indicated that monthly payments thereafter would be processed by PayLink for eighteen (18)months, and that she would have coverage under the policy until June **** or for the first ******* miles, whichever came first.   
  
  *** **** has indicated that they have attempted to call ************* in response to this complaint but have been unable to reach her. It is our understanding from *** **** that they cancelled Ms. ****** policy on July 5, 2022 and issued full refund of the down payment of $199.75 to her **** card ending in 3746.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please have ************** contact *** **** should she have further questions or concerns. ********* contact information is as follows:
  
  *** **** Protection
  5750 **************.
  Ste. 430
  ******, ** 60077
  ************** 
  
  Sincerely,
  
  *****************************
  Compliance & Contract Specialist
  PayLink Direct
  
  Enclosures.