Complaints

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

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• 

  Paytrust

  101 Grovers Mill Road Lawrenceville, NJ 08648-4706

• 

  Paytrust

  2572 Brunswick Pike Lawrenceville, NJ 08648

• 

  Paytrust

  PO Box 27027 Tucson, AZ 85706

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:09/10/2023

  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.

  Paytrust wrote letters and said they were going out of business and to no longer use their payment service. I found another company and quit using the service. They did not go out of business and continue to charge customers. There is not way to close one's account in the payment portal. After calling, I was told it would take over a month and that I would be charged for the service several more times, even though I was not using their service and requested account cancellation. Nonsense explanation about billing cycles was given. I had used Paytrust for over 20 years, it has become unethical business. They should be removed from business and prosecuted for fraud and robbery.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 husband and I have been with Paytrust for over 20 years. In June, I had to close our checking account due to a fraud attempt. I immediately closed my checking account on ********************** and added the new funding account number. ********************** continued to send out checks from the funding account that had been closed. Then when the checks were returned, they claim they paid them and turned then over to their collections department. It took me three weeks of back and forth with their incompetent call center staff to get the collections **** payments paid and cleared. Then finally they called and emailed me that my account was unfrozen and I could send payments from the new checking account.I started making payments again. All of the sudden I am getting calls from payees indicating the checks were being returned AGAIN. I go out to my account and see they have frozen it AGAIN, deleted the new funding account and restored the checking account that I had deleted because it was closed. At this point our credit is now impacted negatively. Once again I go through the collections **** process. Back and forth for another month with every CSR telling me something different. OR, they just hang up on me or say "sorry ma'am, I can no longer here you" when they can't provide an answer. I have called and emailed over two dozen times. Here we are almost in September and my account is still frozen. I have submitted a claim for the over $150 in returned check fees due to their error. Still have not heard back on that. There is no opportunity to talk to a supervisor, they are always "busy" or "in a meeting". I am told someone will call me back and that never happens.

• Initial Complaint

  Date:02/12/2023

  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.

  My husband has used Paytrust for 15+ years. He passed away three weeks ago. I have contacted Paytrust four times with all the required information to have access to our bills. They will not transfer me to a supervisor. They insist on having a power of attorney for some reason, they dont know there is no such thing as a power of attorney for a deceased person And all the information I sent them to the email address they gave me has not been answered. I was told they only look at that email address a couple times a week. I have requested a call back from the supervisors boss which I was told would get back to me in 24 to 48 hours , I still have not heard from them. At this point. I am lost on what to do and I need that information. This is causing a hardship on me as monies is being taken out of our bank account due to this being on auto pay even though there is no monies owed , I would think that they would have exceptions for financial hardships. I desperately need help on this as they have threatened to close his account. Please help me.

• Initial Complaint

  Date:11/27/2022

  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 have been a Paytrust customer for 20 years. When the company was bought out and the website changed, the interface was awful, but I continued to use it. On November 27, 2022, I decided to cancel the service. I called and was told that the service could not be cancelled until January 3, 2023 and I would be charged for two more billing cycles. I requested to speak with a supervisor and was told that a supervisor was not available. Then the representative hung up on me. I called back and was told the same thing by another representative. She told me she could deactivate the account, but I would still be charged for the next two billing cycles. I then requested to speak with a supervisor again and was told that one was not available and would not be available for ***** hours. My ref# for this call is CS03491446. The customer service and the service itself is horrible.

• Initial Complaint

  Date:08/20/2022

  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 have bee a Paytrust user for over 15 years. On 8/2/22, I asked Paytrust replacing my funding account with a new account, since my old account was frozen due to fraud. For two week, my request was ignored. I submitted all required materials and called Paytrust four times to check on the progress, but they have not approved my new account and have provided no explanation whatsoever. My ticket number for this issue is 2200138591.In the meantime, Paytrust mistakenly sent a payment to a utility from my old frozen account, and when payment got rejected by my bank, they paid it to the utility. They are asking me to pay it back to them. But since they have not approved my new funding account, I don't have a way to pay them back.I emailed Paytrust to describe the catch-22 situation, but instead of finally approving my new payment account and letting me pay them, they locked my Paytrust account and sent it to debt collection!I cannot believe any business will behave this way towards a longstanding customer - fail to approve their funding account and then send them to collections when they couldn't pay, solely due to the fault of Paytrust.I appreciate your attention to my request.