Complaints

• Initial Complaint

  06/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Recently, A company called Zego I've never heard of or done business with has started sending me emails with payment reminders in the email. I've NEVER done business with them. Please make them stop emailing me. Dear ******,As requested, this is your payment reminder. If you have already made a payment, please disregard this message.To make changes or to cancel these reminders, log into your Zego (A Global Payments Company) account and update your preferences within the "My Profile" tab.Prefer to set up automatic payments instead? Activating Zego AutoPay is quick and easy. Simply log into our site and go to the AutoPay tab where you can enroll in minutes. AutoPay can be canceled at any time. Please note that some ******************* companies do not support AutoPays, in which case you would not be able to enroll in this feature.Thank you for using Zego!The Zego (A Global Payments Company) Team Please click on the link below to initiate your payment.

  Business response

  06/17/2024

  Hello ******, 

  Thank you for taking the time to write us with your concern. Our records currently show that your email is currently tied to an account with **************************** and that payment reminders were set up to be sent starting in March of 2020. This is a very common occurrence, especially when new management companies take over an association. An account will get set up, reminders enrolled, and then it is decided that there are other ways one would rather utilize for payment, which almost always ends up with the user forgetting it was set up in the first place. To no longer receive these notifications, we suggest you reach out to our support team through our support site at*************************************************** so our support team can go ahead and get those turned off for you. 

  Warm regards,
  The Zego Team

   

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay my rent in small increments ********* most times my hours have been cut 5 hours a week and I take pay check advances to stay ahead with cable electric cell phone car insurance payments through the month they charge 2.95 6.95 etc service fee but if the 40$ is not there when they decide to take charge 25$ return check fee and still get the 2.95 fee 6.95 fee even if the 40$ gets returned and to add insult to injury the apartment complex management charges a 50$ return payment fee so Im paying ***** on a 40$ payment that was in my account when I paid the 40$ but it taking up to 5 days to w/d if something else I have automatically deducted comes out they make sure they get there service fee plus NSF fee and the property management gets to tack on another 50$ also seems double dipping and ***** total on a 40$ payment seems like a ripoff and if this happens few times over 1 year lease adds up to a lot of money at a time having your 40 hours reduced to 35 hours a week same time is tough pill to swallow and seems big time just wrong! Thank you

  Business response

  06/18/2024

  Hello *****,

  Thank you for taking the time to write us with your concern. When submitting a payment using the e-check method (eg, your bank's routing and account numbers), that payment is processed via the *** network, which takes some time. Generally, it takes 3-5 business days to process, and it is up to your bank when they will release the funds during that period. This means that if the funds fell below the amount at any point during that processing window, there is the possibility that the payment will be denied by the bank due to insufficient funds.  As there is no way of knowing when exactly the bank will release the funds, it is highly recommended that the funds be available in the account from the time the payment is submitted, up until it is seen debited from the account. While we understand the frustration, our policy is firm in that Zego will assess a $25 Non-sufficient funds fee if a payment is returned for insufficient funds, which was unfortunately the case for your June payment. As for your properties fees, we can only recommend that you speak to them directly to see if they have any ability to waive those, or potentially work something out given your current circumstances. 

  Warm regards,The Zego Team

   

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charging different amounts for debit or credit cards that have preloaded information. Example. A debit card shouldnt be 7.95 dollars when its new while the preloaded information gets charged 12.74.AlsoAccording to the **************************** of ******** Protection (This information applies to both debit and credit cards as of 2022)Credit Card Surcharges Connecticut law prohibits a business from charging a customer a surcharge for using one payment type (usually credit card) over another payment type (usually cash). However, the law does allow a business to offer a discount if a customer chooses to use one type of payment (e.g., cash) over another type of payment (e.g., credit card). Receiving the discount is not the same as adding a surcharge. As long as the discount policy is clearly written and presented to the customer and the final receipt shows a discount, it complies with Connecticut law.Further information can be accessed on the state website.

  Business response

  06/13/2024

  Hello ******,

  
  Thank you for taking the time to write us with your concern.We can confirm that we do not charge different amounts for debit card payments. The fee remains the same regardless of when the information was input. The discrepancy that you are seeing comes from the card being entered as credit instead of debit. Had the card information been entered and saved as debit, you would see that the fee is $7.95 instead of the $12.74 you see in your screenshot. Regarding the application of fees themselves, we can assure you that we abide by all relevant laws and that our fees are inline with industry standards, in addition to our service being optional. If you have any questions regarding your specific payment method options, please give us a call at ************, or open a support case at ***************************************************.

   

  Warm regards, The Zego Team

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up an automatic payment using ACH on the tenant portal for my Property Manager, ***************************** At the time of setting up the automatic payment on their website. At the time of setting up the automatic account payment there was no indication that I was entering into an agreement with Zengo/Paylease that would result in charges.

  Business response

  06/07/2024

  Hello,
  
  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. Generally, when Zego is the payment processor for a management company that utilizes their own payment portal, there is a notice advising that the payment will be processed by us, and that if said payment returns for insufficient funds, Zego will ***** a $25 NSF fee to the account that was used. If you did  not see this notice when submitting the payment, we can only advise contacting the property for more information on where this is displayed.
  
  If you have any questions, please don't hesitate to give us a call at ************, or open a support case at ***************************************************
  
  Warm regards,
  
  The Zego Team

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dated 9/11/2023, 10/04/2023, 11/05/2023, and 12/04/2023, I have transferred $6,972, $4,893, $4,943, and $4,893 from ***** Fargo, my bank, to Zego, a payment company. However, **** has claimed non-receipt of these payments and filed a lawsuit against me. Meanwhile, **************** had no issue with these transactions and they are shown accordingly in my statements. Therefore, I tried to file dispute claims on ***** Fargo for these transactions that were allegedly not received by ****, but **************** requested more evidence from Zego in order to refund my claim. Now, I am stuck while neither party accepts to admit the responsibility.

  Business response

  05/30/2024

  Hello,

  Thank you for taking the time to write us with your concern. We believe there may be a misunderstanding in how our platform operates. As a third-party payment processing company we merely facilitate the movement of funds from you to your property management company. At no point are you ever paying Zego directly. The only payment that goes to Zego would be service fees shown when your payment to your property management company is submitted. At this time, we can only recommend that you speak to your property management company directly regarding where those funds may be, as well as to confirm with your bank how those payments were transferred. Should you like documentation for payments submitted through our platform, we recommend that you contact our support number, ************, or open a support case at *************************************************** so our support team can look into this.

  
  Warm regards,
  The Zego Team  

   

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is ***** *************************** I have been trying to pay my rent thru Zego and sent the amount in for *************** in *************** my unit is #*** The app says still processing and I'm trying to contact my leasing team to let them know I've attempted payment on time.So I have called and attempted to speak to a rep and was willing to wait patiently in the queue While at work and I was hung up on TWICE.My resolution is I want the app to stop glitching and process the payments of tenants living in apartments who use this app properly

  Business response

  05/29/2024

  Hello ****,

  We sincerely apologize for any inconvenience or frustration. We take resident satisfaction seriously and we appreciate you providing feedback on your recent experience. If you log into your payment portal, you will now see that the status of your May payment has changed to paid out. When submitting payments, please be aware that it will take the payment at least 3 business days to fully process, which is why you saw a processing status over the weekend. If you have any additional questions, please don't hesitate to give us a call at ************, or open a support case at ***************************************************

  Warm regards,

  The Zego Team

  Customer response

  05/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was refused to be helped after my debit card was remotely scammed. Why? I was told to seek help with my support area. Why?

  Business response

  05/23/2024

  Thank you for reaching out to us,
  We take resident satisfaction seriously, and appreciate you providing feedback. If you have any questions or concerns about your account, or if you'd like to share any additional feedback we encourage you to call ************** during business hours, and ask to speak to our Tier 2 support team. You can also open a support case at *************************************************** and one of our representatives will respond to you via email. We hope to resolve any outstanding issues, and apologize again for any frustration our system has caused you.
  Warm Regards,
  The Zego Team

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was paying my *** ********************** and decided to use the Zego portal to make a payment towards the end when I hit to submit the payment the portal went to an error screen I then called specialty management who told me to try it 2 more times beca they could not see the payment on their side the she said to call back on Tuesday to see if the payment went through. That Tuesday I received 2 over draft fees and my account was depleted the collected the payments 4 times I called the *** company who instructed me to call Zego and ask them why did they charge me 4 times, I was wondering why didnt they tell me this to begin with. I called **** and spoke to a women who said that from now on call them directly and that they would take a payment over the phone and she would refund my money I received 4 emails from her but no refund finally I called and the said that the *** company got the money and the *** refunded me back $347.00 but **** still charged me the $2.95 for each transaction and wont refund the three transactions knowing that there was a problem with their site and I never received a confirmation email that the payment had gone through. Also you cant speak to a manager or supervisor the reps are it one guy told me that he didnt have to give me his name and there would be no refund because I had no photo of the error page and me explaining to the next rep I spoke to that I got no confirmation emails didnt matter either Im out of $70 because my bank charge me 2 overdraft fees and $8.85 because of a glitch in their portal. Shady company.

  Business response

  05/21/2024

  Hello, We appreciate you providing feedback on your experience.

  As a third-party payment processing company, we charge a service fee per transaction processed on the account. Once processed, these service fees are non-refundable. We looked into your account and were unable to find anything that would indicate problems with our service the date your payments were submitted. From what our records indicate, there were just 4 user submitted ********************** made on the account. If you can provide any screenshots of error messages you may have received, we would be more than happy to look into this further. If you would like to do so, please give us a call at ************ or open a support case by visiting ***************************************************. Warm Regards,The Zego Team

   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is trying to charge us over ****** for a cancelation fee. We no longer have a signed contract with them. They never reached out to us for renewal. We simply chose another company and they are charging us a ****** cancelation fee!!! They are also sending us to collections if we do not pay it. We believe it is un just. When we tried to talk to the company about it they were super rude.

  Business response

  04/24/2024

  Hello, 

  Thank you for your feedback. After reviewing your complaint I am showing that our Decommissions Team has offered a discount on the termination fee as a courtesy. Per your contract, failure to transact and pausing services is considered a termination of services and Zego may assess a Termination Fee. Our Decommissions Team reached out via email again today to discuss the discounted fee. Any and all conversations about the termination fees will need to be had with our Decommissions Team. If you decline payment of the discounted fee the full fee will be sent to collections per our protocol. Any escalation point would be directed to our Legal Team. 

  Thank you, 

  Customer response

  04/29/2024

  Hello,

  We are willing to pay ******** today. We cannot pay ***** for this. Please let us know if that works and we can pay this today. 

  We were never contacted to renew.  They "got us" but "auto renewing".

  We cannot pay more than ********.

  Thanks

   

  ******

  Business response

  05/02/2024

  Hello ******,

  As agreed to in your contact with Zego, the Agreement will automatically renew for additional one (1) year periods. The automatic renewal does not occur if the company provides notice of non-renewal at least sixty (60) days prior to the renewal date. For additional questions on your contract terms, please contact us directly.
  You did not respond to the decommission representatives most recent email to discuss the available discount. As they stated, not accepting the courtesy discount will result in the full fee being sent to collections. Further escalations regarding this should be directed to the legal team.

  Thank you.

  
  

  Customer response

  05/02/2024

  Hello,

  The "auto renew" is un ethical and we mentioned that we would settle at ******** today. Please confirm and send an invoice-

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I was charge by zego 25 for no sufficient funds. Yet I have screenshot stating funds were in the account and they refused to refund me the 25 dollars and the 25 dollar is preventing. My rent payment from going through. They state that on ***** 17. That I didnt have the fund in my account. But I clearly did. I have a screenshot from 3:15 pm ***** 17 with the amount of money in the account. That I havent even touched as it is for rent. I made a payment on ***** 14. The payment processing took two or three days. On ***** 17. They attempted to take Funds out off the account. Outside of business hours. Which isnt my fault. Just because the company is in a different time zone. It shouldnt take that out on people living in the opposite time zone. I have never had and issue with paylease before up until this month. I would like for them to refund my ********************************************************************************** their payment processing that I had nothing to do with. I try to call and be civil. But there was no help whatsoever. I need help it getting this Resolve if the ceo can please reach out to me that I would be great to have an apology and refund for the money. I have never been rude or anything to this company. According their website it said that they would try the payment twice. But they never did. Instead of doing it twice they charge me 25 bucks and didnt even process my rent payment. Because of them I am being charge more money that I dont have. As you can see within the screenshot that was the amount in the account. Plus when i to look at the time and the date it say ***** 17,3:15 pm. Yet they processing said I didnt have the funds. Got charge 30 buck from my apartment complex for the return payment.

  Business response

  04/19/2024

  Hello *******, 

  Thank you for taking the time to provide feedback. When you submitted the payment, we attempted to pull the funds from the bank account you provided, however your bank would not allow us to process the payment due to insufficient funds in the account. Per the terms and conditions agreed to prior to submitting a payment, an insufficient funds (NSF) fee will be charged to the account holder should the payment be returned for insufficient funds. This disclaimer is displayed on the Review & Submit page before the payment is processed. You may opt to use or decline the service at this point, before the payment is submitted. By submitting the payment, you agreed to the terms and conditions of our NSF policy displayed below:In the event that my bank returns this transaction for insufficient funds (NSF), I authorize Zego to assess and process an automatic NSF Fee to the same account from which this payment was initiated. As we do not have direct access to your account, we must go by what your bank advises in regards to the withdrawal of funds.They ultimately control whether we can collect or not. If the funds were present in your account when we attempted to collect, we can only advise that you work with your bank directly to find out why they said otherwise, and if it was in fact an error on their part, it would be their sole responsibility to rectify. We are not responsible for issues due to bank error. If you have any questions, please don't hesitate to give us a call at ************, or open a support case at *************************************************** Warm regards,The Zego Team

   

  Customer response

  04/19/2024

  I am sorry there is no disclaimer provided when you go to submit payment for the mobile application so it is still in fact and error on your part. I need that 25 dollars back. Because that is in fact holding my rent payment hostage until you decide to resolve the issue.  No where on  that payment page is there a disclaimer.   It isnt there.  I use your payment process system before and no where does it state that disclaimer.   It the payment process company issue it isnt my bank or anything.   

  Business response

  04/22/2024

  The disclaimer would be present prior to submission of the payment, however, since you submit payments through your property management companies webportal, the exact location of said disclaimer may differ. As we do not own or operate their site, we cannot confirm where exactly it would be located. The presence of the disclaimer does not impact the processing of your payment though. It is there merely to advise that if a payment is returned by the account holders bank for insufficient funds (NSF), a $25 NSF fee will be assessed, which was the case for your April 14th payment. The success of the payment is entirely dependent on the availability of funds in the account used, and our processing of the payment can only be successful if the bank deems so. If the full amount was in your account the entire time from date of submission, until we received the return notice on April 17th, we once again can only advise that you speak directly with your bank for information on why the said the funds in the account were not sufficient to cover the payment. 

   

  Warm regards,The Zego Team

  Customer response

  04/22/2024

  I am sorry that you refuse to take responsibility. It your payment portal and it not my  property portal. It your mobile app that I used.  Please take responsibility for this. For that 25 dollar that you feel has no significance. I have to work 3 hours just to make that 25 dollar.  Please find it in your heart to make it right.  Speak to any of your higher up to refund me that 25 dollars.  I really need you to find a way to refund me that 25 dollars. I will no longer being using your payment processor method until you find it in your heart to refund me that 25 dollars. That is all I ask and need of you.    Then I will not need to escalate this to the attorney general office to get my 25 dollars back.   So please refund my 25 dollars.   That is the only way this issue can be resolved is to refund my 25 dollar.   How can I get you guys to refund my 25 dollars?   Does my bank and my landlord have to write you a letter to get my 25 dollar back. I am trying to be reasonable for a person that is poor and hard for money to come by.  I really really really need that 25 dollars back.     Please talk to your ceo and find a way to please refund my money.  

*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. ↩