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:05/17/2025

  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.

  Company double billed me. My utility company sent bill for $57.58 and PSN charged me twice. Calling them for service did not help as they claim it is not their issue. ******* company says they cannot help as they did not bill me a second time. Payment was made by electronic check and can't be reversed.

  Business Response

  Date: 05/19/2025

  Dear ******* ******,
  

  Thank you for reaching out and sharing your experience. Were truly sorry for the confusion and frustration caused by the duplicate paymentyou deserve a smooth and stress-free billing experience, and we understand how upsetting this must be.
  

  After reviewing your account, we found that two payments were submitted and processed:
   - One through AutoPay, which was set up on May 15, 2025
   - One through a one-time payment made online through your profile on May 15, 2025
  

  When AutoPay is set up to begin on the same day its created (like the 15th), the first payment processes immediately. Future payments will then recur on that same date each month. During setup, PSNs system displays the date the first payment will process, and this is also included in the confirmation message.
  

  To help resolve this, PSN can issue a refund for one of the payments. However, due to ACH (Automated Clearing House) regulations, we must wait 9 calendar days from the date of the transaction before processing the refund.
  

  If this duplicate payment caused an overdraft on your account, wed like to help. Please send us a copy of your bank statement showing the overdraft fee and both transactions (you can block out your account number or any other sensitive information). Once received, PSN will refund the *** fee as well.
  

  We truly appreciate your patience and understanding. If you have any questions or need further assistance, please dont hesitate to contact Payment Service Network.

  Sincerely,

  Payment Service Network

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Setting up auto pay, it says "Do not set up Auto-Pay to run less than 3 days prior to the actual bill due date; the most current balance may not be available." It also says "Your next payment will occur on:  6/15/2025" This is why I did the manual payment so as to not get a penalty. Their screen is therefore misleading and either they change it immediately or refund one payment.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 05/27/2025

  Dear ******* ******,
  

  Thank you for reaching out to us.
  

  Weve completed a refund for the duplicate transaction you experienced. As mentioned in our previous communication, we were not able to issue the refund until May 27, 2025.  

  While the example you provided on May 19, 2025, correctly shows a payment scheduled for June 15, 2025, it doesnt fully reflect what occurred on May 15, 2025.
  

  Wed like to clarify how AutoPay works when its set up to begin on the same day its created. In these cases, the first payment is processed immediatelythis is why you saw two payments on May 15, 2025 (one made online and one through AutoPay).
  

  To help illustrate this, weve included screenshots that show how the system behaves when AutoPay is set up on the same day its scheduled to run (in this case, May 27, 2025). Weve highlighted three key areas in the screenshots where the system indicates when the first payment will be processed.
  

  Going forward, AutoPay will continue to run automatically on the 15th of each month, as scheduled.
  

  If you have any questions or need help adjusting your payment settings, were happy to assist!
  

  Warm regards,

  Payment Service Network 

  Customer Answer

  Date: 05/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Credit has been received.
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair 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.

  I set up automatic payments for my light and water bill through PSN payment services. i set the payment plan to weekly payments as utility bills are invoiced monthly. My total amount due for July was 308$ ($300 being the maximum that can be paid at one time). $630 was taken out of my account from July *******, and they are refusing to at a minimum credit the 2 additional service charges. In total there was 4 services charges from PSN in 1 week. When signing up it states the maximum processing time is 48 hours, but they are claiming Cuba City Light and Water didn't update the balance on the account in time for the payment to come out second time. Nowhere on their website does it state this can happen. I called yesterday, and a representative told me they would call *********, then call me back. ***** at Cuba City light and water stated she did not receive a call from them. i did not receive a call back either. Today PSN told me this is my error, and they are refuse to remove the service charges.

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  Dear ***********************,
  
  Payment Service Network, Inc. (PSN) has reviewed the Better Business Bureau submission you submitted July 10, 2024.   
  
  In resarching your submission, we were able to confirm that your autopay was set up to run weekly for the full balance on the account.  Since the autopay created was set to run weekly starting July 1, 2024, the system looked for a balance due on July 1st and then again on July 8th .   Due to the holiday, we did not receive an updated file from ********* until the evening of July 8, 2024, which is after the autopay for July 8th ran (12:01:02 am).
  
  Since this is was a true timing error which was affected by the holiday, PSN will make an exception and reimburse you for the $6.60 convenience fee for the July 8th payments. The only way PSN can reimburse you, is to provide the credit to Cuba City Light and Water which they can pass on to you.  A PSN account manager will work with Cuba City Light and Water team to get the funds back to you. 
  
  The PSN team member which you spoke with on July 9th researched what caused the error and noticed it was due to the weekly full balance autopay.   Since the issue was an autopay issue, the team member did not reach out to Cuba City Light and Water,however, she did return return your call and left a voicemail.   Also, the PSN representative who you spoke with on July 10, 2024, cancelled the future weekly auto pays.
  
  PSN apologizes  for the frustation and inconvenience you experienced. 
  
  Sincerely,
  
  *********************************
  Manager, Underwriting and Boarding
  Payment Service Network ****

  Customer Answer

  Date: 07/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  Madisen Moon
  

• Initial Complaint

  Date:09/11/2023

  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 paid my rent through this company and they took my money. I received a confirmation number the payment is out of my account but they claim the payment have not been posted yet. I have late fees and charges associated with this incident. When I contact them they are rude and everyone has a different story. My personal information has now been tampered with since I have made a payment with this company. They are stealing information and funds and act as is if it takes up to 7 business days for a payment to go through.

  Business Response

  Date: 09/21/2023

  Dear ****************,
  
  We understand your concern and frustration with your September 5, 2023, rent payment and apologize for any customer ********************** that did not meet your expectations.
  
  PSN accepted your payment on behalf of your landlord on September 5, 2023. We then submitted the funds to your landlord for credit to the account.
  
  There were technical difficulties in the data file transmission; however, we worked closely with the landlord to ensure funds were credited to the appropriate accounts. In doing research, the funds were credited to your landlords bank account on September 12, 2023.
  
  It is our practice as a payment processor to credit your landlords bank account as quickly as possible (generally within 3 5 business days), as noted on the confirmation/receipt.
  

  Since this technical error was unusual and not your responsibility, we will work with the landlord to waive the late fees on your behalf.
  
  Your information is solely used to authorize and apply your payee payment. We do not share your information. Please refer to our Privacy Policy for information on how we handle your data.  *******************************************************************;

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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 live in ********* ** and my utility company comes from the city, they use PSN to take money out of my account for the utilities. on sept 1st 2023 PSN took $264.53 out of my Bank account for my utility bill then they took another $264.53 out on sept. 4th 2023 making my bank account go negative. I contacted them and they said there is nothing they can do.

  Business Response

  Date: 09/15/2023

  The ************************** notified residents on  August 4, 2023 that there was an issue with invoicing and that their autopay was suspended for the month of July 2023.   The letter went on to state that autopay feature would be reactivated on September 1, 2023.  
  

  Unfortunately, on August 7,2023, ****** set up a second auto pay for money to come out of her account starting on September 4, 2023.   Since ****** had 2 active auto pays set up one for September 1, 2023, and one for September 4, 2023, both auto pays ran.   
  

  The second auto has since been cancelled with the assistance of one of our team members on September 6, 2023.  
  

  On September 7, 2023, we received notification that the payment made on September 4, 2023, was rejected by ******* bank, which means the money would have been reimbursed to her bank account. 
  

  We realize that setting up a second auto pay was probably an oversight and we have confirmed that only one auto pay will run going forward.   
  

  If ****** would like to discuss, this matter further she can reach out to me directly at ********************* 

• Initial Complaint

  Date:12/02/2022

  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.

  On October 1st, PSN notified me stating that my reoccurring rent payment of $1,750 was ending. So, I set up a new reoccurring schedule and in doing so they took rent payment twice. Once from the old schedule and once from the new. My bank gave me a credit for the amount, and I've called PSN numerous times. They stated that the second payment of $1,750 was refunded, but I have never received it. After fighting with several representatives to have this escalated, they opened a ticket with their IT department to track the refund. They proceeded to let me know that it's a R11 refund and that it could take up to 60 days to process. As of today, I have not received my refund and they 're unwilling to assist. They aren't able to tell me where the refund is outside of that they already processed it. Since this occurred, I'm behind rent each month because I'm hesitant to send them an additional payment. I have filed a dispute with my bank, and I've only been instructed to submit documentation. Nobody within the PSN organization seems to be concerned or willing to assist.

  Business Response

  Date: 12/09/2022

  December 9,2022
  
  ********************************************************************************************* 11373
  
  Dear *************,
  
  Payment Service Network, Inc (PSN) would like to take this opportunity to respond to your request and concern regarding the two payments made on October 1, 2022.
  
  After reviewing your letter, your account and the sequence of events, we have been able to determine that only 1 payment in the amount of $1,750 was successfully processed by PSN on behalf of your landlord, Elm West **************************** Realty.   On October 6, 2022, PSN received the R11 rejection code from your bank and refunded the second payment the same day.  PSN has confirmed with our accounting department that the payment was returned to your bank.   Once PSN completes the refund process in our system and the money is sent back to your bank, we are not able to see the payment in transit.   However,as you indicated in your letter, your bank gave you credit (refund) for second of the payment of $1,750.    

  
  We also reviewed the auto pay issue to understand why 2 payments were processed on October 1, 2022.  We noticed that you set up the new auto pay on October 1, 2022, at 9:40 am.  Since the first auto pay you set up ended on October 1st (last payment date) and the second auto pay was set to start on October 1st, this created 2 payments being processed on the October 1, 2022.    For future reference, you have access to payment activity and past payments in the PSN profile.   In the Profile, you have the ability to review all of your approved, pending, cancelled, declined and/or rejected payments by changing the date range you wish to review.

  
  PSN apologizes for any misunderstanding or confusion.  If you have any additional questions,please contact Customer ********************** at *******************************************************  or ************.

  
  Sincerely,
  
  **************************************
  Senior Manager of Operations
  Payment Service Network, Inc.