We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bill Paying Services

U.S. Payments

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bill Paying Services.

Complaints

This profile includes complaints for U.S. Payments's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

U.S. Payments has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      On December 22 2022 5:30 pmAre used the kiosk for paysite to pay an electric bill inside of a 7-Eleven convenience store. I put in $240 the machine showed no evidence of that I had no proof the employee at the 7-Eleven said the previous customer it took $500 from them. I called the 800 number on the kiosk never to receive anyone for four days, I had to explain the process to three different people of what I went through still have not received my money December 31 2022. Even if they eventually refund my money two weeks is uncalled for. People use that machine for cut off notices sometimes for utilities not to have to wait two weeks to get their money back.

      Business Response

      Date: 04/18/2023


                                                                                                                  4/18/2023                                          

      Better Business Bureau                                                                                                         

      Re: Complaint ID ********/ ****** ********

      Dear Ms. ********,

      I am so sorry to hear that your experience with our kiosk
      machine did not meet your expectations.  We value
      our customers and understand how important it is to offer exceptional service. Customer
      satisfaction is our top priority, and I am truly sorry that wasn’t demonstrated
      to you.  While we’d love the opportunity
      to regain your trust, we understand how frustrating this was to you and your family
      during that time of the year.

      We have taken full responsibility for the issue you experienced
      at our kiosk on the evening of Thursday, 12/22/2022.  This connectivity issues our kiosk had that
      evening affected your cash payment from posting to your Oklahoma Gas &
      Electric account.  Ms. ******** you were
      correct to say that it took four days before you were able to speak to anyone
      about the issue.  Our normal hours of
      operation for the Research Department are 7AM to 7PM, Monday through Friday we
      are closed on Saturday and Sunday.  Along
      with being closed on the weekend, around this particular time in observance of
      the Holidays, we were also closed on that following Friday, 12/23/22 and
      Monday, 12/26/22.  

      Ms. ******** when you made contact with our Research
      Department on the evening of Tuesday, 12/27/22  we told you that the refund process was not immediate
      and that we would have to get other departments within our company to help with
      this process.

      On 12/28 we emailed our Logistics Department to review
      the kiosk cash logs for the $240 and they did not find anything for that amount.  Logistics did inform us that Brinks which is
      the armored truck company we hire to empty the machines had just pulled the
      cash for that particular kiosk.  It takes
      up to 2 business days before we receive the amount of the cash deposit.

      On 12/30 we received notification that this kiosk was out
      of balance and carrying an overage in the amount of $230, this was $10 less
      from what you had previously reported.  We
      immediately submitted the ACH Refund on Friday, 12/30 in the amount of $330, with
      compensation of an extra $100.  The ACH
      Refunds usually hit the next business day. 
      However, New Year’s Day is a Federal Reserve bank holiday so the ACH
      Refund credited your account on 1/3/23.

      We are truly sorry for the inconvenience and hope to
      offer you better services in the future.

      For any questions or further assistance, please contact
      me directly at ###-###-####.

      Best regards,

      Raelynn ******
      Customer Service Manager
      U.S. Payments
      ###-###-####
      **********************

    • Initial Complaint

      Date:09/06/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Missing payments to electric company I have called and sent emails the company just keeps repeating that they have a new system and only can look up information with account numbers, I see this as excuse to not post monies paid to who ever if a mistake is made entering info, even if the old system was the same or not I can not see how this would be an acceptable way to do business of money services

      Business Response

      Date: 01/10/2023

      Business Response /* (1000, 9, 2022/09/28) */
      Contact Name and Title: Raelynn ******
      Contact Phone: XXX-XXX-XXXX
      Contact Email: *******@uspayments.com
      9/28/2022

      Better Business Bureau
      4937 S 78th E Ave
      Tulsa, OK XXXXX

      Re: Complaint ID XXXXXXXX/ ******* *****

      Dear Ms. *****,

      I am so sorry to hear that your experience with our company has not met your expectations. We value our customers and understand how important it is to offer exceptional service. U.S. Payments provides electronic bill payment solutions that allows customers to get immediate credit for bills paid online, over the phone, or at one of our kiosks using cash, electronic checks, debit, and credit cards.

      When we received your email on 8/30/22 requesting the last 12 months of payments made through our company to OG&E we were more than happy to oblige, but we needed your OG&E account number in order to do this. You then informed us that you did not have your account number, and that is when we referred you to OG&E. We do not have access to their system to locate account numbers.

      It was not until reading the complaint you made with the BBB that you mentioned missing payments that were made using our kiosk. In order for U.S. Payments to address your concerns, we'd be grateful if you can provide us with additional details regarding the kiosk payments (e.g., OGE account number, phone number entered, amount of the payment, and kiosk location).

      We would like the opportunity to resolve your concerns and earn your continued trust.

      Please contact me directly at XXX-XXX-XXXX.

      Best regards,

      Raelynn ******
      Customer Service Manager
      U.S. Payments
      XXX-XXX-XXXX
      *******@uspayments.com


      Consumer Response /* (3000, 13, 2022/09/30) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They are asking me for the information that I originally! Contacted them to get. They are a business I gave my name and info they should have records but they insist the new system is not able... whatever

    U.S. Payments is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.