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Business Profile

Payment Processing Services

Bottomline Technologies, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/26/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Bottomline (Paymode X) has been overcharging me for service and has promised to refund the network fees but still hasn't. There has been countless emails and phone calls to Paymode's customer service center but to no avail.

    Moreover, Jillian M, from the client success team, does not answer emails and never communicates back as promised. This has been very daunting and difficult to deal with. I've called Paymode X several times only to get a response that someone will contact me within 5-7 days, but it never happens.

    I am requesting a full refund of the network fees charged by Paymode and a phone call to explain the next steps in this process.

  • Initial Complaint

    Date:07/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 business used paymode x for invoice processing. I choice to discontinue using paymode x for invoicing and I made contact with them and filled out all the paperwork to cancel my subscription. They informed me the cancelation will take 15 working days to complete. This was in early April. I have been trying to contact someone through phone calls and emails and Noone return my calls or respond to my emails. They continue to receive invoices and charge me processing fees. I would like help to cancel this service.

  • Initial Complaint

    Date:06/13/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    PayMod Z has been reaching out to me to set up Credit Card Processing, claiming to be an arm of UAB. I finally returned their call today and asked for a name at UAB who was trying to do this. UAB said this was a scam. The person Freddy is reachable at ###-###-####, I did not give him any information because it did not smell right. They need to stop.

  • Initial Complaint

    Date:05/25/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 were forced to use this system because one of our clients uses them and it has been the worst experience ever. Everything is so complicated what was once receiving a check is now having to pay them 1.5% to receive our money and if you have any issues or need customer service don't hold your breathe. Its been over 3 weeks and I have yet to get help. Finally I had to pay to process the virtual card the money was put onto "by default" and I am desperately trying to close our account and remove our account info but there's no way to do that without their non existent help. They keep saying they are creating tickets but not one "ticket" has been resolved since I started contacting them 21 days ago.

  • Initial Complaint

    Date:05/24/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    In March, we received a notice that we have a new vendor, the vendor was allowed to start sending funds via paymode-x even though we NEVER approved of this transactions. The services team is a joke with not helping our situation and not fixing it either. Our issue has been going on for over a month with paymode-x collecting their 1.5% fee on ACH's we never approved from a vendor we never approved. I have emails and call logs of us reaching out to paymode-x for help to be in the same situation again. DO NOT DO business with paymode-x or bottomline services, their botttomline is more important than their customers.

  • Initial Complaint

    Date:11/07/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Account suspended, no support, emails not answered, non-existent customer service.

  • Initial Complaint

    Date:08/12/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 been contacting Paymode since 6/27/22 to deactive our account and remove our company from their system. They have been non-responsive or have refused to cancel our account, and have continued to auto-debit network fees from our bank account. We placed a stop-pay on their auto debits in our positive pay system and they sent us a communication that they would begin taking the fee out of the payments they were processing. This account was set up in 2016 and has never been used until recently one of our clients switched to paymode, which triggered these charges. Until that point we were unaware that we even had a paymode account, as this was an account created long ago by people who no longer work here.

    After finally getting in touch with someone about closing our account, she informed me she would be sending over an account closure form. However the form I received was NOT a closure form, it was simply a form intended to notify our customers on an individual basis that we no longer wish to receive their payments through paymode. The form also indicated that while the form is being processed network fees will still be incurred, and that a similar form would have to be filled out for any future clients of ours that might use paymode.

    We do not want an account with paymode. We do not want our bank account information in their system. We do not want them processing ANY payments on our behalf through their portal, or withholding any fees. We want to be removed from their system entirely.

Bottomline Technologies, Inc. is NOT a BBB Accredited Business.

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