Complaints

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  owner of a property who used ZEGO/Paylease. Our contract was for 12 months with termination fees calculated based on prior months of service fees averaged and charged to the remaining months. When i called to get information regarding cancellation, the company purposefully neglected to call me back for almost two months, (the special department they use to frustrate cancellations) When the bill was tallied, they incorrectly included months that were paid as agreed, which resulted in a larger number of months added to the termination, and included the service charges charged directly to tenant which i have no record of, making it impossible for me to parse the fees that would have been eventually charged when i changed services. (without them responding timely to my request for proper cancellation)this company is trying to charge me over a 1000 for early termination, when they didn't respond to my calls for a quote, didn't explain the process of termination, and refused to calculate the termination according to the contract. the fee should be $240 at most.if you are a tenant who uses this service, inform the owners of their unwillingness to respond to timely during termination, and to explore other payment portals. absolute trash.

  Business response

  04/22/2024

  Hello ******************:

  
  We always strive to provide timely and effective service to our clients, even through the deprovisioning process. Reviewing your portfolio, there is not a Support Case logged requesting information on how to close an account until the recent open inquiry submitted April 11th, 2024. The previous case, and only other request we received from your company in 2024, related to updating the *** for the ************* property. This was completed.

  
  If your residents will not be submitting payments through Zego throughout the entirety of your contract terms, then the portfolio is in violation of the Zego agreement. Canceling a contract mid-term/ stopping services will incur an early termination fee (ETF). As the representative wrote to you on April 16th, "Such Termination Fee will equal the average monthly fees contracted for such terminated Service(s) for both passed and incurred fees (calculated by taking the average monthly amount due to Zego in the prior six (6) months) multiplied by the number of months remaining during the Term, and any discounts, cost reductions, or other fees that were waived at execution of this Agreement or anytime during the Term will revert to the original (undiscounted) pricing as of the Effective Date and become due to Zego at the time of termination." 

  
  Reviewing your open inquiry, it appears that your company has discussed the options available to you with the Zego representative. If you have any additional questions, you may continue to contact your deprovisioning representative directly. Thank you!
  

  
  

  Customer response

  04/23/2024

  your team did not respond (or keep record of) my call in march.

  your contract does not specify the fees you charge other people as being my responsibility. nor did i ever accept those terms. (credit card transaction fees)

  your delay coupled with your opaque reporting of these fees makes it imposable to calculate or plan for an organized mid term termination.

  the fees you wish to collect form me would normally go to a credit card company, and since no such fee will be collected from you its clear you wish to profit off of your own negligence. 

  your termination department has no direct line, the unhelpful staff in this department have no return phone numbers or ways of contacting them directly except through emails, which obviously have not resolved the issue.

  you should suggest a fair termination fee. excluding imaginary credit card transaction fees that don't exist. (and you wish to profit from)

  Business response

  04/24/2024

  Hello, 

  Thank you for your reply. Any notice to terminate our services must be submitted in writing. Our decommissions team left a voicemail on April 22nd and sent you a follow up email. Any decommission conversations must be had through our decommissions team as per our protocol. I have advised our decommissions team to reach out to you again. 

  Thank you, 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **** sent me a NSF for a returned payment ! Send my money right back to my savings account please! This is ridiculous!

  Business response

  04/03/2024

  Hello,
  
  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. 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. 
  
  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

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reach out to paylease to ask about them sending over an email saying that my payment was return in the amount of $703.15 and that was incorrect. Per my bank history they stated that paylease only sent over $700.00 for withdraw and not $3.15 because it sent separate. My bank do not have any recent record of NSF because of this payment. When i spoke to them they stated they do not see at least $700.00 payment their recorded indicate full amount was return. The rep i spoke with said that he cannot see if they receive $700.00 but can transfer over to supervisor. when spoke to the supervisor she 1st let me know that she is the highest escalations very rudely. The supervisor inform me full amount was return I told her incorrect she repeated full amount was return and again I told her incorrect she put me on hold and saw they actually receive the $700.00 the supervisor proceed to argue with me and refuse to escalate over for further review because she wanted me to know in the beginning that she is the furthest escalation and no further. I had to call back and when I did she already made notes on the account to tell employees to hang up on me, ignore me, be smart, argue, refuse to transfer, refuse to provide me their name and refuse to escalate over and refuse to make corrects. Their website was showing alot of payments still processing and not paid. they did not send out the correct information letter saying correct amount return I had to argue and call multiple times to get them to escalate their glitches, they got offended and sent an offensive letter to may apartment complex telling misinformation about what, happen, sending them sensitive documents and records.

  Business response

  02/19/2024

  Hello ******,

  We sincerely apologize for the negative experience you had with our customer support service. We understand your frustration and disappointment, and we deeply regret any inconvenience caused. We apologize for information contained in the email you received regarding the return. We will be working with appropriate teams to try and get the language of those emails updated to avoid any future confusion. We appreciate your feedback and will use it to improve our services and customer support processes. We value your business and appreciate your patience as we work towards resolving these issues.Warm Regards,The Zego Team

  Customer response

  02/20/2024

  I need them to send an email to the apartment manager and retract whatever negative statement they sent.

  I need them to send an email to the apartment manager and retract whatever negative statement they sent.

  I need them to send an email to the apartment manager and retract whatever negative statement they sent. After the letter sent I need a phone call confirming they retract their statement where they are not taken accountability for their misinformation, untrained and disrespectful employees, who lied, didn't want to provide their name, hung up, answer the line and didn't say anything at all and have the nerve to send a letter to the apartment manager lieing about their actions.

  Business response

  02/23/2024

  Thank you for taking the time to reach out to us today. Our compliance team notified your property management that your **** account will be blocked or disabled as a third party payment option due to excessive ACH returns. We are unable to address any correspondence that was had between you and your property. Regarding the original issue, we issued a one time courtesy refund for your most recent NSF fee.  
  
  Warm Regards, The Zego Team

• Initial Complaint

  02/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am complaining about $385 charge in convenience fees from a 3rd party company, Zego, for using Discover (Disc). In the end I asked Alliant not to use Disc and I sent them a personal check which they have already cashed.I owed $3667 to *************************** for Annual dues/Cable TV at my home in *******.I generally pay by check but opted to pay with a credit card, Disc. This was my 1st time doing so on Alliant's web site. I entered the info and at no time ever saw a message that my payment was successfully submitted. I thought I was doing something wrong so I did so 2 more times. Then I checked the Disc website and to my horror saw that I CHARGED $3667 3 TIMES!!! I immediately reached out to Discover and they said that they could do nothing to help me remove these payments until they were out of pending. I called the next day and received the same response. Eventually I was charged $3795.34 3 times!!! Alliant was wonderful to work with and removed the 3 $3667 charges from Disc. However, **** told me they can not remove fees. So I reached out directly to **** first to a customer service rep and then to a manager. They told me there is nothing that can be done to remove these fees. Below is my email.Their response was NO. Thanks,*********** Afternoon,On 1/29/24 I paid *************************** the amount of $3667 due 3 times!!!Yes, I am embarrassed but it was my first time trying to do this because I always pay by personal check.I never saw a prompt on their website that confirmed the payment was successful.Clearly this was an innocent error.In the end I sent them a check AND WILL NOT BE USING DISC CARD AT ALL!This is how I was charged on Disc:1/29/24 - $3795.34 1/29/24 - $3795.34 1/29/24 - $3795.34 Credited by Alliant 2/1/24 - $3667 2/1/24 - $3667 2/8/24 - $3667 I am asking you for help to credit the fees you charged since in the end I am not using a credit card.They total $385.02!Please have mercy and help me.Thank you!*******************************

  Business response

  02/12/2024

  Hello, Thank you for your feedback, and we sincerely apologize for any inconvenience or frustration. As a third-party payment processing company, we do charge a service fee per transaction, and for credit card payments, that fee is a percentage of the payment amount, which is industry standard. Once a payment has been submitted and processed, the fees charged are non-refundable. While we understand that the multiple payments were submitted in error, our policy remains firm. 

   

  Warm regards, The Zego Team

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received the following unsolicited and false email from gozeho which is spam and illegal - this must cease now. Company)" <******************>Date: 26 January **** at 6:44:09pm GMT-5 To: **************** <***************************>Subject: ************ Reminder ?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 payment portal account and update your preferences within the "My Account" icon.Prefer to set up automatic payments instead? Activating AutoPay is quick and easy. Simply log into your payment portal 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 support.******.com

  Business response

  01/29/2024

  Hello ****

  Thank you for taking the time to write us with your concern. ************ reminders are sent out to users that have set them up through either our portal directly, or through a management company portal. We have disabled the reminders that were set up to be sent out for your account. Should you decide that you would like the re-enable payment reminders, please feel free to reach out to our support team at ************ or open a support case by visiting ***************************************************.

  
  Warm Regards,
  The Zego Team

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My HOA directed me to this extortion. $25 to pay a fee to them. That seems criminal. And nothing on the payment form to say that's what they charge! Extortion at the lowest level.

  Business response

  12/11/2023

  Hi ****, We can assure you that we are not in the business of extorting people, but we hear your frustration about our fees. As a third-party payment processing company, Zego works with each property management company individually to set up their fee structure and payment method options for their residents. If you have any questions regarding your specific payment method options, or other fees charged by Zego please give us a call at ************, or open a support case at ***************************************************. Warm regards, The Zego Team

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email to my email address, a letter addressed to my husband saying his payment was due. Ive never heard of this company. I dont rent a home, and our HOA has never heard of this company. My husbands name and my email have nothing to do with each other. It was scetchy from the beginning. I called and stayed on line for over 12 minutes to have a representative tell me not to worry that someone may have stolen our information, and to just ignore it. What kind of business sends out mass emails asking for payment by people who dont owe them money?A scam company, thats who. This is outrageous. Where did they get my information?

  Business response

  12/04/2023

  Hello *********;, Thank you for taking the time to write us with your concern.

  Our records currently show that your email was signed up to receive payment reminders for a West Village at ********************************* with the first scheduled send date being 12/1/23. These reminders are entirely optional, and are enrolled in directly by the user. They serve as a very general reminder that a payment may be due, and is in no way a direct indication that an amount is actually owed. It would be the same as putting a recurring reminder on a calendar that just says "pay bills" on a specified date. If you wish to no longer receive these reminders that were opted into, please reach out to our support team via our help center. *****************************************************

   

  Warm Regards,The Zego Team

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted **** customer support as my address is listed incorrectly in their system. A member of there customer support team reached out with the following response, Thank you for contacting ****! (A Global Payments Company).We apologize for the inconvenience, but for your address to be corrected you must contact your property management company, **********************. You may reach them at **************.My concern, if data is incorrect in their system, why does the client/customer required to reach out or correct the issue. My property management company has my address correct, Zego does not. What poor customer service that they require their users to correct/resolve data integrity issues in their systems. I refuse to correct an issue on behalf of a company who doesnt sign my paycheck.

  Business response

  11/29/2023

  Hello ******,

  We sincerely apologize for any inconvenience or frustration. We take resident satisfaction seriously and we appreciate you providing feedback on your recent experience. While we understand that having to reach out to your property management company to resolve the issue is frustrating, it is the only way to get the correction made.Your property management company currently does not have a property listed for ******************************** may be why 502 Regulator North was chosen when the account was registered on the 28th, instead of *************************, and only your property management company has the authority to add or request properties be added to their account. Since your correct address is not a selectable property, we are unable to make any corrections to your account and is the reason why you would need to contact the management company directly. It may be that the management company intended that this property be used for your account, since there is a corresponding account number, ********, associated with the property, however, as we are only the third party that they use to facilitate online payments, we can not presume to know what their intentions were. For this reason, you would need to contact ********************** to confirm your account was originally registered correctly, and if not confirm how to proceed since your correct property is not an available option. 

  Warm regards,The Zego Team

   

  Customer response

  11/29/2023

  This is unacceptable. Sorry, I am not happy with the level of support. I am not going out of my way to fix or correct their system. That is not my responsibility. For all I care, they can keep it wrong. When my lawyer gets involved and finds that theyve been intentionally contacting a null/void address not associated to me then I wont be responsible for payment, I bet they would quickly correct it. Keep it incorrect, lets see what happens.

  Business response

  11/29/2023

  We are sorry to hear that, but unfortunately, there is nothing that Zego can do on our end to rectify the address on your account. The only remedy to the issue at hand is what we had provided in our earlier response. As the use of our service is generally optional, and merely a way to make payments online, it would be up to you, the user to decide whether or not to proceed with use of the online account, or see what alternate payment channels the managing company offers. 

   

  Warm Regards,

  The Zego Team

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ZEGO is charging me excessive fees on their payment portal. They charge a $5.00 set-up fee on top of a $6.00 payment processing fee, and then another $3.50 payment processing fee for a $14.97 payment. That equals 97% in fees to make a payment. I don't believe anyone would consider this to be an acceptable and fair business practice in *****************. I called **** and spoke to the highest level manager they would let me talk to. The Zeho representative's name was ******* and she was very rude and said that she thought the fees were fair and normal. I asked to have an alternative way to pay to avoid the excessive charges and she said there were no other options. If anyone reads this complaint and is about to sign a lease anywhere in ***************** please check if the landlord uses ZEGO for rent and utility payments, if they use ZEGO do not sign the lease or you will be taken advantage of and will have no recourse except to complain to the BBB about their unfair business practices! Shame on you Zego for taking advantage of people!

  Business response

  10/19/2023

  Hello *******,
  Thank you for taking the time to write us with your concern.  **** works with each property management company individually to set up their fee structure and payment method options for their residents. Typically, there is a flat fee for e-check transactions and a percentage-based fee for credit and debit card transactions. It is up to each property management company whether they will incur or pass along the processing fees to their customers (residents). Additionally our fees are industry standard, and the use of our service is general optional, however it is up to the property/management company in determining what options they make available to their residents.  If you would like, you *** also contact your management company directly to see if you have any other payment options available to you that *** have a lower , or no service fee.

  
  Please give us a call at ************, or open a support case at *************************************************** if you have any additional questions
  Warm regards,
  The Zego Team

  Customer response

  10/19/2023

  The fees Zego charges are not standard! Charging 97% processing fee to a student should be looked into by regulators. Anyone who doesn't want to be taken advantage of should be aware of these outrageous fees that Zego charges  Shame on you Zego!!

   

  Business response

  10/20/2023

  Since Zego works with each property management company  to set up their fee structure and payment method options for their residents, we can only suggest that you contact your management company directly to see if you have any other payment options available to you that *** have a lower , or no service fee.

  Warm Regards,The Zego Team

   

• Initial Complaint

  10/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved into a new apartment in August. I went to setup the autopay system and it wouldn't let me select the 1st or 2nd days of the month so I resorted to the 3rd. It paid my September rent on time. But on October 3rd it did not pay. The *** had charged their normal amount on the 1st. My maximum payment had a limit of $1000, well above the estimated $650 I normally would pay. With late fees, my bill was $825. I checked on October 4th and saw I had been charged late fees due to lack of payment. I went ahead and paid manually as to avoid eviction in 3 days of non-payment. I visited with the site's manager that evening. We both have the same record of the billing and both saw my autopay was still scheduled for October 3rd, 2023...despite it being past that date.I contacted Zego, the payment service the *** uses, to see what could have caused the error. They have been giving me responses and explanations that are clearly false. They say the billing was made later than the scheduled payment. They said the billing was more than my payment allocated. They say my autopay should be set for the 1st. I have sent screenshots of my account clearly showing the opposite of what they say. They have provided no records as off contradicting my records. They still maintain the blame lies in the payment amount, billing timing, billing amount, or autopay schedule despite sending them screenshots and repeated correspondence. I would have understood if there had been a technology issue they needed to study and sort out. But the statements being given to me are clearly false if they took any time to view the records.I wish to be able to trust that the financial payment service is capable of analyzing and fixing the issue rather than continue to worry that their system may fail in other ways, leaving me at risk of possible eviction every monthly period.

  Business response

  10/16/2023

  Hello *****, 

  Thank you for taking the time to write us with your concern. We looked into your account and can confirm that the information you were told by the rep you were originally dealing with is correct. It just seems like there may be some confusion regarding how your autopay works, so we will attempt to provide some additional clarification. Your autopay is currently set up as variable, which means that your autopay will only run on the designated date if a balance is populated by your properties account software. On the date your autopay was scheduled to run, October 3rd, balance information had not been populated on the account, so a payment was not submitted. You would have been sent an email notification that your autopay did not run due to no balance being populated. Since your autopay running is entirely dependant on balance information being populated by your property, it would be recommended to review your account on the scheduled submission date to ensure your payment was submitted. This will help mitigate any issues of being late. If you have any additional questions about your autopay or how it works, please don't hesitate to give us a call at ************, or open a support case at ***************************************************

   

  Warm regards, The Zego Team

*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. ↩