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:10/16/2022

  Type:Billing 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.

  On the date of October 6th, 2022 I was notified by email by doxo inc. to resubmit my attempt to pay a medical bill with this third-party website. When clicking the link provided, which is prompted as "pay bill," on the email, using my mobile device, it redirected me to their website where I was asked to put in my payment information. What I didn't realize, was the page doxo redirected me to was not to actually pay my bill, but to subscribe to their "doxoPlus," services, which I had no interest in. When noticing that I was misled, I immediately went to my profile settings, cancelled the subscribtion and contacted their customer suport through a live chat feature in which the agent assured me that my cancelation for their premium services was confirmed and I would not be charged the $4.99. In the chat I had also explained that I did not mean to submit a payment to their doxoPlus service, that I had only wanted to pay my medical bill. Despite this confirmation by the agent and my immediate cancelation (I cancelled within 3 minutes on my account), I was notified on October 16th, 2022 by my bank that doxo was charging me the $4.99 for the subscription service that I had cancelled and confirmed with the agent that I wouldn't be charged for. I am irrate at this company's deception and poor business practices. The verbiage of the email button I had clicked on led me to believe as if the page would redirect to my bill, not their useless subscription services. This company should be shut down if they are lying to customers and being purposely deceptive to a compromised group of people wanting to pay medical bills. I can imagine that I am not the only party decieved by this method. The agent stating that I wouldn't be charged for their doxoPlus service was incorrect and they need to be properly trained on how their services work. I was also not sent a chat log record and am unable to locate our conversation on their website. These shameful practices are predatory.

  

  Business Response

  Date: 10/17/2022

  Hi, 

  
  Thanks for reaching outwere sorry to see you go, but we understand and encourage everyone to find the payment options that work best for them. I do see you have contacted our customer care team. 

  I have made sure the doxoplus subscription is canceled and refunded for you. Our customer care team has responded regarding the payment to Blue Cross Blue Shield of North Dakota. If you please check your emails for further assistance with this 

  Best,

  *********;

  
  

• Initial Complaint

  Date:10/05/2022

  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.

  I used their services in error to pay a toll bill as I thought it was the actual toll company. Well the toll company never received my money. I paid them on 7/13 and it is now 10/5. They claim that the check was cashed by the toll company but the toll company says they have no record of payment. The customer service agent was rude and told me money was sent and they recommend we get on a "3 way call" with them and the toll company. Now I have charges and fees on my original bill because it was not paid as it should have been. Looking at the other complaints against them it is clear this has happened before. I want my payment back.

  

  Business Response

  Date: 10/05/2022

  Hello, 
  
  
  Our customer care team requested the proof of **********************. They should have that tomorrow and reach back out to you to resolve any issues. We sent the funds to Drive EZ ******** - Notice Of Toll Due. doxo advised the payment would be there by July 21, 2022. The check cleared our bank on 2022-07-29    
  
  You contacted today we need time to get the copy of the cashed check for you 
  
  Best, 
  
  ****
  

• Initial Complaint

  Date:10/01/2022

  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.

  I used this company Doxo to process a one time payment. It appeared to be in partnership with the payee, but I now do not believe that to be the case. At the time of payment, June 17 2022, I was charged a normal **** processing fee. I was then charged the **** fee MONTHLY. When I contacted them, I was told that I was enrolled in the Doxo Plus program. The subscription should be cancelled but I was not refunded the 2x**** fee of $9.98.

  

  Business Response

  Date: 10/01/2022

  Hello, 
  

  doxo is an online bill pay service that enables consumers to pay and manage all their bills in one location. You signed up for doxoPLUS, our subscription program, which offers five protections for secure bill pay, including identity theft protection, credit monitoring, private pay protection, and more. You only contacted doxo on October 1, 2022 it does take a bit of time to complete your requests 

  I have gone ahead and canceled and refunded doxoplus for you 

  Best, 

  ****

   

  
  

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18153315
  
  I am rejecting this response because:
  I did not sign up for a subscription service. It was a one time payment. Monthly fees were taken out of my credit card account anyway. I was charged a **** fee three times instead of one. I was told by Doxo that my subscription would be canceled but the fees would not be refunded. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/30/2022

  Type:Order 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.

  This company was issued a payment for a utility bill in the amount of $250.00 for **** electric in ************ **, which was never sent. Apparently it was sent to another company which in turn said they never received it and have been getting quite a few Checks from this company which had to be shredded. Because this company doesnt sell electricity; they sell electrical suppliesSo for years I have been making the payment in different amounts to the same company for years and now we have one problem. So I started to do some investigating myself. And found that this company has been fraudulently taking money from peoples account. And making up their own electric company.Which doesnt exists. This all according to reviews by other people. I have been trying to get a resolution to this ongoing problem for months as well as the other parties involved. But this company seems to not want to resolve any issues but Im not going to be oppositional with this company this matter is very time consuming and taking a lot of my work time. But Im ready to file criminal charges against this company as well. This has got to STOP ?? somehow people are not gona stand for this I cant upload all documents and names of all people involved, unless you send me a fax # then I can fax everything.

  

  Business Response

  Date: 10/01/2022

  Hi,

  doxo is an online bill pay service that enables consumers to pay all their bills in one location. I have checked over your concern. You selected doxo to send payment to ********************* (PA). (Please note doxo can only submit payment to the ****** you request.For your security and privacy doxo does not have access to your account to change any information) You advised our customer service agent that you needed to pay PECO. This ****** is also set ** in our directory to pay. 

  doxo also completed a customer service refund to you on 30 Sep 2022 while work with the ****** to recover the funds 

  Best, 

  Lisa 

• Initial Complaint

  Date:09/27/2022

  Type:Billing 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 been charged $518 for a bill I do not owe. I also have no account or relationship with Doxo. Please help.*************************** ************

  

  Business Response

  Date: 09/28/2022

  Hello,
  

  doxo is an online bill pay service that enables consumers to pay and manage all their bills in one location.

  doxo is not charging you for any bill. You requested doxo send a payment to ******************************* on 2022-06-14 in the amount of $500.00 with a $18.10 processing fee. The payment was successfully sent to them on 2022-06-17 electronically and has not been returned to doxo. A dispute was filed. Your card company agreed doxo completed the payment as requested and sent the payment back to doxo. 

  I do not see where you contacted doxo to assist you with this. I will have someone from our customer care team reach out to you 

  Best, 

  Lisa 

  
  

• Initial Complaint

  Date:09/24/2022

  Type:Sales and Advertising 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 had to pay the ******** fast track toll and somehow it appeared in my screen to pay the convenient way and I used the app.Transaction Id: ************************************ Date: sep 6 charged to card Sep 11 payment received Sep15 payment made to ******** as reflected in the invoice.However, I am receiving a letter from fast track for toll evasion with $10 penalty.

  

  Business Response

  Date: 09/26/2022

  Hello,
  

  doxo is an online bill pay service that enables consumers to pay all their bills in one location. We do not have banner ads on any sites but do appear in searches for how to pay a bill.

  I do see the payment that was sent to ******** ******* - Invoices the payment was there by September 15, 2022 as of today they have not cashed the check. 

  I do not see where you have contacted doxo regarding this concern, I will have someone from our customer care team reach out to you to assist you further 

  Best, 

  Lisa 

  
  

• Initial Complaint

  Date:09/15/2022

  Type:Billing 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 found a charge on my bank account for Dox Bill *** in the amount of ****. I didnt pay any bills that notified me there was an extra fee for paying the bill online. Please get my money back.

  

  Business Response

  Date: 09/16/2022

  Hi,

  I have checked our system and do not any account under the email provided. 

  It sounds like you signed up for doxoPLUS, our subscription program, which offers five protections for secure bill pay, including identity theft protection, credit monitoring, private pay protection, and more. 
  
  If doxoPLUS isnt a good fit for your payment needs, youre welcome to cancel at any time by managing your subscription here: https://*******************************/subscriptions
  
  If you have any questions please reach out to our Customer Support team. Theyre available via live chat at https://support.doxo.com.
  
  Thanks, 
  ****
  

  
  

• Initial Complaint

  Date:09/10/2022

  Type:Billing 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.

  We paid doxo to pay this medical bill ( ***** plus their fee=58.43) and they never received the payment, and they are giving us the run around about refunding it

  

  Business Response

  Date: 09/13/2022

  Hello,
  

  doxo is an online bill pay service that enables consumers to pay all their bills in one location. 

  Your concern has already been escalated to our tier 2 customer support. Someone will be in touch with you as soon as possible 

  Best, 

  ****

  
  

• Initial Complaint

  Date:09/09/2022

  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.

  I went to pay a bill for ****************** Emergency Room on Friday 8/26/22 in the amount of $618.23. I thought i was paying direct but was misdirected to DOXO. They emailed me on 8/30 saying they were processing the *** of $641.26. I looked at breakdown and they added $23.03 processing. I called and asked why they charged me more and they explained they were a third party payment system and i could not stop payment as it was already processed. On 8/31 they deducted $641.26 from my checking account. The bill was due to be paid on September 8th and has not been paid yet. What this company did was misleading making it appear they were paying ****************** directly, then they charge $23.03 to send my money and by the time they make it clear you are told it is "already in process" and can't cancel. And the final straw is the promise to pay ontime was not even met which seems like a breach of contract or at the very least unprofessional and misleading.

  

  Business Response

  Date: 09/10/2022

  Hello,
  

  doxo is an online bill pay service that enables consumers to pay all their bills in one location. We do not redirect from any billers website but do appear in searches for how to pay a bill.

  You requested doxo send payment to ************************************* on August 26, 2022 you were advised the payment would be there by September 08, 2022. The way a payment can be sent to ************************************* is by check they are not set for electronic payments. 

  The payment was not late as the check cleared our bank on September 08, 2022. When completing the payment you are asked to check a box agreeing to the delivery date, doxo has no desire for any payments to be late. I am a screen shot for you I see you reached our customer care team. I will have a copy of the check sent to you on the case you have with us. 

  Best, 

  ****

  
  

• Initial Complaint

  Date:09/06/2022

  Type:Sales and Advertising 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 was redirected to Doxo for a radiologist bill. I was charged exorbitant fee for no value. I should've gone directly to the provider. In addition to the high fee, Doxo is sitting on the payment for 12 days and said they have to write a check. This is a nefarious business model and I had to spend about a half an hour on the phone trying to sort it out. A complete waste of time and money. The bill was ~ $1450 and I paid a fee ~ $50.

  

  Business Response

  Date: 09/06/2022

  Hello,
  

  doxo is an online bill pay service that enables consumers to pay all their bills in one location. We do not have banner ads on any sites but do appear in searches for how to pay a bill. We also do not redirect from any billers website

  You requested a payment be sent to Wake Radiology Diagnostic Imaging, Wake Radiology Diagnostic Imaging is not set up to receive electronic payments. The check is due to them by September 12, 2022. doxo is very clear on the delivery date you are asked to check a box stating you accept the delivery date, we have no desire for anyone to be late on their payment. You were also advised of the processing fee and this payment was being sent by check. You were also sent a confirmation email with a summary of the transaction with the opportunity to cancel the payment if needed

  I am attaching screenshots showing the delivery date and a screen shot showing the disclaimer stating we are not affiliated with the ******

  I have had a Tier 2 customer support agent reach out to assist you further 

   

  Best, 

  ****