Complaints

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:02/28/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 used PaymodeX to receive payment from a client back in 2023. I stopped using it in October, and when I realized I was still being charged a monthly fee for a service I no longer use, I logged in to delete my account. However, it's not possible to delete or deactivate an account online. I submitted a request to Bottomline on February 1st, asking them to delete my account immediately so that I was not charged again. The auto-responder said I would receive a response within 5 days. I never heard anything from them and on February 6th, I was charged the monthly fee again. I followed up twice via email and even called them on February 22nd. The guy who answered the phone said that he could not delete my account but that he would "escalate it" to the people who can. I asked for an estimated response time and he replied that the team had been working quickly and most people had gotten responses within an hour or two. I still never got a response. Now, when I try to login, it shows an error message (incorrect password) but every time I reset the password, it presents a different error message (Unexpected error, try again), so now I'm not even able to access this account that 1) is charging me for a service I'm not even using and 2) has access to my bank accounts. I want my account deactivated and at a minimum the February monthly charge to be refunded. Regarding Request Number (Incident): ********

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 have been using Paymode X for years and at the beginning of this year we began to incur fees that were for "premium service". No one at our company authorized these charges or changes to our account and we have reached out several times a week for 6 weeks now and no resolution. The only thing we are told is that they are "escalating" our issue but there is no resolve or responses to emails. We continue to incur unauthorized fees as this company continues to ignore us. Customer service is nonexistent at this company for sure so don't expect to resolve any issues by calling or submitting an online ticket.

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the owner of a business and we are a vendor for various clients who utilize Paymode X. They are fraudulent in their practices. In order to receive electronic payments from our clients, we were required to set up an account. We did not sign up for a premium account, it was set up this way based on our client's profiles. We keep incurring monthly fees from Paymode X without having any idea of their fee structure. None of these details were disclosed upon sign-up. When you call their support line, they direct you to submit an online ticket. No one on the phone can provide you with any information of their fee structure. This is fraudulent. We submitted multiple tickets online, the older one is from 2 weeks ago. No one has bothered to to respond. I will be contesting this fees and want to be remove from this service but of course, there's no way to do this online. So ultimately, the expectation is that you'll forget and just keep getting charged. I need someone to call me back.

• Initial Complaint

  Date:10/31/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  No response from emailing customer service; nor on their website chat; or by using their website "contact support" or by phone (total runaround). Paymode X charges you to receive your rightful funds - no idea how we ended up in this quicksand, but we can't get out from under them. You can't cancel online or remove your personal information (including confidential banking information). How does such an unscrupulous company get away with legal theft? Months have passed and we have had zero response from them.

• Initial Complaint

  Date:10/27/2023

  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.

  One of our clients asked us to enrol with ******* (Bottomline) for quicker ACH payments. Throughout the process it was not mentioned that we will be charged a 1.25% processing fee. Furthermore, all of our cheque paying clients were onboarded without consent.
  
  At this point, I have been trying to contact ******* for more than a month and they have not even responded. We just need to cancel the registration and ******* has proved to be the most horrible customer support we have ever seen. Please cancel the service and return our payments to normal as soon as possible.
  
  Thank you,
  
  ****** ** **** **** Global Solutions, Inc

  Business Response

  Date: 11/20/2023

  Our records indicate several conversations with **** following establishment on the ******* vendor network.  On 9/12/23 a new payer was established which would have resulted in payment of the processing fee, however on request that payer membership was cancelled.  A subsequent payer enrolled on 10/20/23 which would have similarly resulted in a processing fee, however it too was cancelled.  As of 10/30/23 ******* has removed **** from any Premium Payments (which incur a processing fee), regardless of the payer request.

   

  Customer Answer

  Date: 12/04/2023

  
  
  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:10/24/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Our company was prompted to sign up for ******** on August 25th, 2023, to receive payments from a client. Upon signing up, we are then provided with information that they charge fees for ACH payments. I then followed the directions through their customer support to close our account. I did not get a response un 2 weeks later that they would forward my request to a specialist. I never heard back from the specialist and followed up with 3 more emails. I then proceeded to call a number I found online for bottom-line customer support. I called within the designated office hours and was on hold for 1 hour and 35 minutes. I have taken a screenshot of my wait time on the phone and have saved my emails requesting them to close our account. I am currently on hold with the company and I am not sure they will answer. This company is responsible for ACH and delicate information and do not respond appropriately to clients. This is unacceptable business practice.

  Business Response

  Date: 10/25/2023

  Action was taken following the initial email to Bottomline to cancel the vendor account (membership **********.  It was deactivated on October 3, 2023.  There were never any fees charged for payment transactions using the ********* system, nor were any payments processed following the enrollment on August 25, 2023.  We are still looking into the reasons that a responsive email wasn't relayed to the user on October 3 following the completion of the deactivation process.  The deactivation on that date created issues when subsequent calls were logged as the system no longer had an account tied to the specific user.

  Customer Answer

  Date: 10/25/2023

   
  
  Complaint: 20******
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The lack of communication or ability to reach a representative wasted hours of my life. This is unacceptable for a business withholding sensitive information. I want to know that you are doing more than looking into it. Your business needs to make this an immediate priority. I'd like an apology for all the time you wasted for me.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:10/05/2023

  Type:Customer Service 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 was charged $141.46 for a wire transfer.. I contacted Paymode/Bottomline multiple times asking to cancel their services as I didn't want the customer to use their services again. They have never responding to any of my complaints from July, 2023 and now our customer paid of again and we lost another $141.46. Our customer needs a letter from these people stating we no longer accept this form of payment and they need to contact us for another form of payment
  No one answers their phones and their emails are standard responses.. Meanwhile, our company is out $282.92 and probably going to lose another $141.46 if this doesn't get fixed. Their website does not let you to alter your bank account information without supplying a new bank account..

  Customer Answer

  Date: 11/09/2023

  They finally resolved the issue

• Initial Complaint

  Date:09/15/2023

  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 have recently started doing subcontractor work for a material handling company that set me up for direct deposit as an alternative to waiting for a check in the mail through a company called Paymode-X, or Bottomline. I didn't realize at the time of setting up the direct deposit that I would be charged a percentage of each deposit, so I went online to cancel the service. Upon logging in to the website I learned that you can't cancel the service online, you have to call. So I called; first day, on hold for 1 hour and 40 min, second day on hold for 1 hour 46 min, third day on hold for 1 hour 33 min and someone answered, I told them I wanted to cancel service, they said ok. a couple weeks pass, I received another direct deposit with fees taken out, so I tried to call again, I was on hold for 3 hours and then it went to a voice mail. My bank can't stop them from depositing money and charging me without changing my account number. I just got another deposit today and more money has been taken out.

  Business Response

  Date: 10/11/2023

  Bottomline will reach out directly to * ***** within 2 business days to resolve

  Business Response

  Date: 10/26/2023

  Party was responded to directly via email on October 12, 2023 to explain their business was on the "basic" services (no fees are incurred) which was deactivated per the original request.  

  Customer Answer

  Date: 11/30/2023

  Question, with this statement made by BBB, "Better Business Bureau has determined that the business made a good faith effort to answer the complaint" can someone be considered in good faith if they lie? and will it be known that this company is shady? I can provide more proof if necessary, people should know that the business is ingenuine.  

• Initial Complaint

  Date:08/29/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 are a professional services company, and several of our clients use this company to administer payment. When originally enrolled, we were evidently set up with "premium" services, which entails a significant service fee for each transaction in exchanged for purported benefits. We have been trying for years to get "downgraded" to a free account. Hours have been spent on hold with customer service, who, if anybody answers, only promise to refer to a supervisor who never calls back. They are effectively siphoning a portion of our fees without our permission.

• Initial Complaint

  Date:08/02/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 luck getting any customer service at out of this company whatsoever. We had an employee leave in 2021, and have not been able to get her login transferred to someone else in over a year of trying. Customer support staff is nice enough, but every call ends with "a manager will call you back." That call never happens. Nothing like getting 1.5% of our payments stolen and not being able to do anything about it. Caveat emptor.