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:04/02/2025

  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.

  Bismillah Dear ***,I would like to file a complaint against Onepay. I work for Spark Delivery *************** and Onepay is the third party that ***** uses for same day pay. I have been trying to open a Onepay account for 8 months since I started working for *****. I have reached out to Onepay several times over the course of 8 months and I have also reached out to Spark regarding this issue. I have not been able to get an explanation as to why I am not able to open a Onepay account. The supervisors I have spoke to at Onepay cannot provide me with a solution or an explanation for the rejected application.

  Business Response

  Date: 04/21/2025

  Hello ****** *****, 

  
  Thank you for bringing your concerns to our attention. Please find below OnePays response to your complaint received on April 3, 2025.

  
  Between March 27 and April 1, 2025, you contacted OnePay multiple times by chat and phone to express frustration about being unable to open a fully functional OnePay account. Your account was placed in a limited-use status because OnePay could not verify your identity information during the application process. If a customer purchases a ********************** Retail Card and OnePay cannot verify their identity, or cannot offer them a OnePay Cash account for any other reason, OnePay may allow a Limited-use product solely to spend down the initial deposit.
  During your conversations, you requested to speak with a supervisor and then escalated beyond that level, expressing concern over the verification process and threatening possible legal and regulatory action. The issue was escalated to OnePays Customer Advocacy team, which confirmed that all available details had already been shared, including the option for you to reapply for a full account. It was also clarified that no additional action could change the outcome of your prior application.

  
  On April 1, you called again to state that you had valid documentation and a Social Security number, also noting that you hold accounts with other financial institutions. You were advised to reapply using the link provided, making sure all documents and information were clearly submitted.

  
  After a final internal review, OnePay confirmed that your original application was declined because your SSN could not be successfully verified, triggering an automatic denial under OnePays Customer Identification Program. You may reapply with corrected information, but approval cannot be guaranteed.

  
  Thank you for bringing this situation to our attention.  Please let us know if you have any further questions, as you can contact us directly at: 
  Telephone:  **************
  From 9 a.m. to 9 p.m. ET, 7 days a week 
  Email: **********************  

  
  Sincerely,
  OnePay
  Customer Advocacy Team
  

  
  

• Initial Complaint

  Date:03/31/2025

  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.

  They suggested I take the check to *******; the other banks they told me to try did not give anything in writing. Getting the money would be good, getting the money and the bounced check charge $29.00 would be great.Your Check was not honored, and the bank charged me $29.00, they gave me a copy of the check but not the original. When I called I was told I should have taken the check to *******. If that is the case there should have been instruction to that, and an adjustment for the ******* charge. If I am not given a way to get my money I will have to do it some other way, the local ********* will help with bad checks, but I don&#**;t think that we need to go that far. I offered to the person I talked to that a gift card would be ok. I was told that they mailed a check, and you will not be replacing it. If that is your final answer, please let me know as this has gone on long enough.

  Business Response

  Date: 04/28/2025

  Hello ******, *******
  
  Thank you for bringing your concerns to our attention. Please find below OnePays response to your complaint, received on April 1, 2025.
  
  We sincerely apologize for the frustration and delay this has caused.
  
  We have taken immediate action and issued a new cashiers check in the amount of $3,543.45, payable to ******* ******. The cashiers check was issued on April 15, 2025, to the registered address on file with OnePay, and you can expect to receive it within 710 business days.
  
  Additionally, please be advised that the check funds were available; as such, you should not have been assessed any fee for a bounced check. If you were, please provide a screenshot of your statement, and we can further review your request for credit.
  
  In the meantime, if you have any additional questions, please do not hesitate to contact our customer service team at ************** from 9 AM to 9 PM ET, seven days a week. Additionally, our chat support is available 24/7.
  
  Thank you for your patience and understanding throughout this process.
  Sincerely,
  OnePay

  Customer Answer

  Date: 04/30/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******