Complaints

• Initial Complaint

  11/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged for a fraudulent home warranty via Paylink direct. On 10/22/24 I received a letter indicating it was final notice for payment of a home warranty indicating a link with my mortgage company, *********. The letter looked official so I called the number ************ on the letter and was told that I needed to pay for this warranty. I went through the steps and they told me that I would be receiving my contract, but I never received a contract. I then looked up the number and found this was a scam. I changed my credit card number and froze my account, but a month later was still billed for this non-existent warranty. The company claiming to have a contract with me per the bill Paylink Direct sent me is *******************************. And I have never received anything from that company other than the initial letter with AmeriSave on it.

  

  Business response

  12/06/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ******** ****** BBB Case ID *************** be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on October 22, 2024, Ms. ***** purchased a home service contract from ******************************* (**********), a third-party marketer selling home service contracts on behalf of *********************. At the time of sale, a down payment of $188.53 was collected directly by Streamline.
  
  Enclosed are copies of ******************** Contract as well as the PayLink Payment Plan Agreement for the Streamline Contract.
  
  Furthermore, our records indicate that the policy was cancelled in our billing system on November 25, 2024. Accordingly, no further payments have been or will be collected from Ms. ***** by PayLink.
  
  Please note that our records also indicate the one (1) monthly payment of $199.00 collected on November 22, ************************************************ our system on November 26, 2024 due to a chargeback dispute being filed.
  
  In an attempt to assist Ms. ****** PayLink forwarded the contents of your inquiry to Streamline,the sales agent and company that handles customer cancellations and refunds. As of today, PayLink has yet to receive a response from Streamline.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Streamline should there be any further questions or concerns. Streamlines contact information is as follows:
  
  *******************************
  ****************
  Suite 614
  ********************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct

  Enclosures.

   

  
  

• Initial Complaint

  11/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We bought a Gold Standard Warranty when we purchased our car a year and a half ago. We put a significant amount down on the warranty and financed the remainder for 18 months. We paid our warranty and had one month left due on our warranty that would pay off the warranty and the warranty would last the remainder of the years on the policy. We made the final payment on October 15th and thought we had completed our obligation to pay the entire amount of the warranty in full. We got a letter in about a week ago showing that our policy was cancelled. So today we spent hours calling to find out what is going on. We found out paylink is saying our last payment on October 15th was returned for insufficient funds 7 days later on October 22nd and they cancelled our policy on October 23rd without any communication except the cancellation letter. We called our bank and spoke with them. They reviewed the account and stated an insufficient fund reversal would show up on our account under transactions and they would not release the reason to the company for privacy reasons either. However, this transaction is gone from our account history which the bank stated means that the merchant (paylink) never collected the payment on their end in order for a payment to disappear off our account. That means ******************** denied collecting our final payment so they could end the warranty. We called and talked to them and were told the reinstatement was denied. When we called back and asked to talk to the same department again we were told there is no reinstatement department to speak with anymore and they wouldnt give us more information. The customer service *** told me she was also the department for reinstatement too - earlier in the day I was transferred over to the department and told they were two different departments. Then they gave us the main phone number to call to speak to a supervisor and denied having anyone to connect us with since our policy is now canceled.

  

  Business response

  12/10/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ****** ********** BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on March 17, 2023, Mr. ********* purchased a vehicle service contract from ****************** (************), a third-party dealership selling vehicle service contracts on behalf of ******************************** (Gold Standard). At the time of sale, a down payment of $185.10 was collected directly by Anytime Auto.
  
  Enclosed are copies of ******************* Standard Contract as well as the PayLink Payment Plan Agreement for the Gold Standard Contract.
  
  Furthermore,our records indicate that the *** payment received on October 15, 2024 was reversed due to insufficient funds on October 22, 2024 in our system. The payment reversal was a result of information provided by Mr. *************** regarding the status of the bank account the ********************** originated from. Since no further payments were received, the Gold Standard Contract was cancelled in our billing system on October 23, 2024, and a cancellation notice was issued to Mr.Gilbreaths address on file. Accordingly, no further payments have been or will be collected from Mr. ********* by PayLink.
  
  Enclosed is the October 2024 Payment History for the Gold Standard Contract.
  
  Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to outside collections. Please also note that the ********************************************* (*****) works with the ********************* (***) to govern the ************ which is the backbone of the ************** system. Standards set by Nacha and FRB require that a consumers bank tell the initiator of a transaction (in this case PayLink) the reason an *** transaction was returned. Nacha Rules can be accessed at *******************************.
  
  Our records also indicate that on November 18, 2024, our office received a request to reinstate the Gold Standard Contract, which required the approval of Gold Standard, the coverage administrator, since it was outside of the grace ****** (see Payment Plan Agreement, Cancellation and Assignment of Rights,pg. 2). Gold Standard then denied the request, stating the Gold Standard Contract could not be reinstated.
  
  In an attempt to assist Mr. ********** PayLink forwarded the contents of your inquiry to Gold Standard. It is our understanding from Gold Standard they do not reinstate service contracts after they are cancelled by their office. Gold Standard has also indicated that Mr. ********* is owed a refund of about $25.00 based on the amount paid to him in claims and the length of time his coverage was in effect (see Gold Standard Contract, Cancellation, sec. 11, pg.6-7). Per Gold Standard, the refund is to be issued by the dealer, ************.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Gold Standard or Anytime Auto should there be any further questions or concerns. Gold Standards contact information is as follows:
  
  Gold Standard Automotive Network
  P.O. Box 1322
  Draper,UT 84020
  ************* 
  
  Anytime Auto Group
  *******************************************************************************************
  ************* 
  
  Sincerely,
  
  ********* *****
  Compliance & Contract Counsel
  PayLink Direct
  
  Enclosures.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ** recently bought a car my first car I was unaware that I already had warranty for my car through the dealership they sent a letter to my home saying that my warranty is about to expire it said it was going to expire 02/23/2024 I did not receive this letter until 04/23/2024. This came with a registration fee voucher for $199. I contacted them after I saw that. I am currently not at home as I am in the service. I called they told me that was a warranty for the car I just got. I thought this was part of ***** (first car Clueless) I agreed. They told me I would get a booklet. On 09/19/2024 I contacted them stating that I wanted to cancel this warranty due to the fact that I dont have the financial ability to pay for this. The representative I spoke to **** told me he would be able to lower it and I told him that I couldnt make the payments even at the lower rate theyre offering. We agreed that this last payment of $189 and that would put an end to this.On 09/30/2024 I got a call saying that I had a payment to make so I called back to make the last payment me and **** discussed of 189. I called to make that last payment and they told me I had a balance of 2300. I told them that was wrong and thats not what I had discussed with one of their representatives. I got transferred to a representative I told her what is going on and she said that the final payment of 189 would be the final payment of that amount and not the final amount of the end of the warranty like I had discussed with ****. She kept repeating the same thing that the 189 payment was just the last payment of that amount and not that of the warranty. She then told me that if I had read my booklet I would know that it does not work like that I told her I was in the service away from home she put me on hold and said she sent me the booklet through email and hung up.Very disrespectful talking over me and my roommate who also heard the conversation I had with **** I have not and I have not gotten the booklet.

  

  Business response

  10/07/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ******* ******** *******, BBB Case No. 22358153.Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on April 23, 2024, Ms. ******** ******* purchased a vehicle service contract from ************************************* (*****), a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $100.00 was collected directly by *****.
  
  Enclosed are copies of ********************* ***** Contract as well as the PayLink Payment Plan Agreement for the ***** Contract.
  
  Furthermore, our records indicate that the ***** Contract was cancelled in our billing system on October 1, 2024. Accordingly, no further payments have been or will be collected from Ms. ******** ******* by PayLink.
  
  In an attempt to assist Ms. ******** *******, PayLink forwarded the contents of your inquiry to *****,the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that Ms. ******** ******* contacted their office on September 19, 2024 to cancel her coverage due to cost. Per *****,they discussed alternative payment options with her such as extending the payment term and reducing the total premium for the ***** Contract. ***** has indicated that Ms. ******** ******* agreed to review their offer.
  
  It is also our understand from ***** that on September 30, 2024, they left a voicemail for Ms.******** ******* regarding the past due balance for the ***** Contract. Per *****, Ms. ******** ******* contacted their office and stated they had informed her that only one (1) more payment of $189.00 was needed to complete the ***** Contract. ***** has indicated that they explained to Ms. ******** ******* that while she had one (1) more payment of $189.00 due to the offered adjustment of her payment terms to $115.00 per month, there would remain twenty (20) more payments for the ***** Contract. ***** then advised Ms. ******** ******* to review her policy documents, a copy of which was emailed to her by ***** for reference.
  
  Furthermore, it is also our understanding from ***** that they have cancelled the ***** Contract.***** has also indicated that they issued a refund via check on October 4, 2024 to Ms. ******** ******* in the amount of $529.86.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. *****contact information is as follows:
  
  *************************************
  ****************
  Suite 121
  ********************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures.
  

  Customer response

  10/08/2024

   
  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.
  
  Sincerely,
  
  ******* ******** *******

• Initial Complaint

  09/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I see Paylink Vehicle Plan charges on my card for the past 4 months (June, July, August, September) for a vehicle maintenance plan on my mothers car, but my mom does not have a car since 2023. I also already have a vehicle maintenance plan with the dealer. I requested a refund of the charges and to stop billing me, but they are telling me to get my mom to tell them to refund the money and cancel the plan. My card has nothing to do with my mom because it is my card that is being charged, and she does not own a car since 2023. I am not sure how they got my card and info, but they should not make excuses for continuing to charge me and not issuing a refund. Additionally, I cannot find any record on email confirmation, policy, invoices, references to an account number or receipt. I only see the charges on my card.

  

  Business response

  10/07/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***** ****** BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on October 18, 2023, a vehicle service contract in the name of ****** ***** (*** Contract) was purchased from Automotive Product Consultants (***), a third-party marketer selling vehicle service contracts on behalf of Century Warranty Service to customers of **** *************** and other dealerships. At the time of sale, a down payment of $265.00 was collected directly by ***.
  
  Our records also that on September 28, 2024, Mr. ***** contacted our office and stated that his credit card had been used for the June 2024 payment as well as the subsequent auto-debit payments for the *** Contract and were not authorized. Mr. ***** then requested those payments be refunded to him. Since Mr. ***** was not listed as the account holder or an authorized user for the *** Contract, Mr. ***** was referred to *** to assist him with his request. The credit card on file was then placed on hold to prevent further payments from being processed by PayLink. This was our last contact with Mr. ***** prior to the complaint.
  
  In an attempt to assist Mr. ****** PayLink forwarded the contents of your inquiry to ***, the sales agent and company that handles customer cancellations and refunds. It is our understanding from *** that they spoke to Mr. ***** in response to this complaint. Per ***, Mr. ***** did not realize that the *** Contract was the vehicle service contract that he had purchased through **** dealer partnership with **** *************** and that it should have been in his name. *** has indicated that they are changing the name for the *** Contract to Mr.*****s name and that the matter is resolved. The hold for the auto-debit payment method on file has also been removed by PayLink.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact *** should there be any further questions or concerns. ***s contact information is as follows:
  
  Automotive Product Consultants
  ******************************************
  **********************
  ************* 
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct

  Customer response

  10/08/2024

   
  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. I will additionally note that charges should always have a reference contract number, invoice number, originator name rather than only a bill from the payment gateway. The reference should also match and not be an abbreviated name or other short name that does not resemble the originator name when the agreement was signed. This are the sole reasons for the confusion caused in this case as mentioned in the original complaint.
  

  Than you for your assistance and clarification.

  Sincerely,
  
  ***** *****

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 09 /24/2024 i called to check my car warranty that i paid for 5 yrs never used and the company said my car warranty was cancel because that bank declined my payment i contact my bank i they said it was not true.they never submit it .the person i spoke to on the phone with ***** said that there a lot of new people . ithink they just want to cancel my warranty i would like my money back i put in for 5 yrs

  

  Business response

  10/07/2024

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by Gloria Hockaday, BBB Case #22343862. Please be advised, PayLink Direct (“PayLink”) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on March 13, 2021, Ms. Hockaday purchased a vehicle service contract from Olive, a third-party marketer selling vehicle service contracts on behalf of QBE Administration Services, Inc. ("QBE"), which was subsequently renewed on March 12, 2024 (collectively “Olive Contract” for this response). At the time of renewal, a down payment of $29.15 was collected for the Olive Contract.
  
  Furthermore, our records indicate that the Olive Contract was cancelled in our billing system on September 1, 2024. Accordingly, no further payments have been or will be collected from Ms. Hockaday for the Olive Contract.
  
  In an attempt to assist Ms. Hockaday, PayLink forwarded the contents of your inquiry to Olive, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Olive that they attempted to contact Ms. Hockaday when her automatic monthly installment payment was declined on August 12, 2024. Per Olive, they emailed Ms. Hockaday on August 12, 2024 and August 30, 2024 as well as called and left voicemails on August 14, 2024, August 22, 2024, and August 30, 2024 to alert her that her payment was not able to be processed and to contact them to avoid cancellation. However, despite these multiple attempts, Olive was unable to speak to Ms. Hockaday regarding her past due payment. As a result, the Olive Contract was cancelled on September 1, 2024. Olive has also indicated that they called Ms. Hockaday on September 9, 2024 after the Olive Contract was cancelled to speak to her about her coverage but that the call was disconnected prior to speaking to her.
  
  It is also our understanding from Olive that Ms. Hockaday called their office on September 25, 2024 regarding reinstatement of the Olive Contract. Olive has indicated that they are unable to reinstate the Olive Contract because at the time of the request, it had been more than thirty (30) days since the August payment had been declined and there were no extenuating circumstances that allowed for reinstatement, of which Ms. Hockaday was informed.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Olive should there be any further questions or concerns. Olive can be reached at (888)654-8348.
  
  Sincerely,
  
  Christina Perry
  Compliance & Contract Counsel
  PayLink Direct

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cancelled a recurring charge for Paylink Vehicle Plan in amount of $196.95 for the **** which was a car warranty contract which supposedly SDC (my Mom who is a Florida resident) had invested $4K into-as per the customer service representative named ****. I just looked it up on BBB and there are a slew of complaints from people specifically stating their elderly loved one has been totally taken advantage of as none even realized they were purchasing this service - many are infrequent drivers who have since ceased to drive due to age or ailments or dementia. This company receives calls to their Paylink 3rd party who charges the consumers from those trying to cancel or unauthorize the charges and then they refer to another company, ours was named Leleras ? **************** at ********************** is rude and they arent even clear as to why their phone number is not sufficient to call to cease the billing, and give another number, an 888 number, that the scammed customer must call to officially cancel the contract. One is then left on hold for an extended period of time (in our case, it was ********************************************** Leleras). I made myself wait on hold because it is my belief that if I did not, I would be charged a fee for early cancellation, based on some of my reading on the BBB from consumer complaints. All in all, this company or the source companies who are utilizing Paylink are likely in cahoots by electing to direct mail older individuals with the primary goal of scamming them to believe they are going to not have vehicle coverage if they do not send in a payment or check off yes that they want to keep their new vehicle under warranty, but they are clearly offering an extended warranty which translates to UNNECESSARY warranty and then recurrently charging those who are not aware that they dont even need to be paying this to be covered, but cant recall what their current coverage is under any normal new vehicle warranty!

  

  Business response

  09/20/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***** ******* for ****** *****, BBB Case No. ********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on February 13, 2023, Ms. ***** purchased a vehicle service contract from *********************** (******), a third-party marketer selling vehicle service contracts on behalf of *******************. At the time of sale, a down payment of $395.00 was collected directly by Eleras.
  
  Enclosed are copies of ***************** Contract as well as the PayLink Payment Plan Agreement for the Eleras Contract.
  
  Our records also indicate that on September 10, 2024, Ms. ***** called PayLink to cancel her policy. Billing was suspended at that time, and Ms. ***** was referred to Eleras to complete the cancellation process. As the billing service, PayLink was able to suspend the billing for ****************** contract but the cancellation of the policy needed to be processed by ******, the sales agent and company that handles customer cancellations and refunds. This was the last contact PayLink had with Ms. ***** or Ms. ******* prior to receiving this complaint.
  
  Furthermore, our records indicate that the policy was cancelled on September 10, 2024. Accordingly,no further payments have been or will be collected from Ms. ***** by PayLink.
  
  In an attempt to assist Ms. ***** and Ms. ******** PayLink forwarded the contents of your inquiry to Eleras. It is our understanding from Eleras that Ms. ***** called their office on September 10, 2024 to cancel her service contract, stating that the vehicle had been declared a total loss. Per Eleras, they informed Ms. ***** that they typically offer transfer of coverage but Ms. ***** stated that her doctor advised her that she should no longer drive. Eleras has indicated that Ms. ****** coverage was cancelled per her request. 
  
  It is also our understanding form Eleras that they issued a refund via check to Ms. ***** on September 18, 2024 in the amount of $2,734.68.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Eleras should there be any further questions or concerns.Eleras contact information is as follows:
  
  Eleras Automotive Group
  *****************************************************************************************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I want to cancel this plan immediately

  

  Business response

  09/16/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by **** **** *****, BBB Case #********. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on August 30, 2024 Mr. ***** purchased a vehicle service contract from *************************************, a third-party marketer selling vehicle service contracts on behalf of ********************. At the time of sale, a down payment of $50.0 was collected directly by *****.
  
  Furthermore, our records indicate that the service contract was cancelled on September 10, 2024 before any monthly payments were collected by PayLink.
  
  In an attempt to assist Mr. *****, PayLink forwarded the contents of your inquiry to *****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from ***** that they issued a full refund of the down payment on September 11, 2024 to Mr.*****s credit card. Per USAPS, they have also removed Mr. ***** from their mailing list.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact ***** should there be any further questions or concerns. USAPS contact information is as follows:
  
  *************************************
  ****************
  Suite 121
  ********************
  *************
  
  Sincerely,
  
  ********* *****
  Compliance & Contract Counsel
  PayLink Direct

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have protection under Secure Automotive Protection, and my window regulator is kaput, it no longer works. My deductible on this is 100 dollars and I&#**;m trying to get it fixed. I need to get confirmation from Pay Link in order to get it done. I have tried to call to no avail. I call the main number and often reH3332**3338**37343533Hs to ************ and speak to ****. From what I can tell he&#**;s most likely the person that sold me the plan. He promised me a supervisor would call me but I have gotten no communication. I have tried the claims number ************ and no one answers at all. The mechanic has tried calling them too with the same results of no communication.

  

  Business response

  09/04/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes.  PayLink does not sell or administer vehicle or home service contracts, is not a party to vehicle or home service contracts, does not review, ****** or deny claims, and does not have any role with respect to the payment of claims.
  
  Our records indicate that on March 25, 2024, **************** purchased a vehicle service contract from *************************************************** a third-party marketer selling vehicle service contracts on behalf of Headstart Warranty Group (Headstart). At the time of sale, a down payment of $195.00 was collected directly by ************
  
  In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to Headstart, the coverage administrator and company that has the contractual obligation to adjudicate and pay valid claims under the terms of the *********** Contract. It is our understanding from Headstart that the repair of the window regulator on Mr. ******* vehicle was authorized by their office on July 15, 2024. Per Headstart, they re-sent the authorization sheet to Mr. ******* repair facility via email in response to this complaint so that the repair can be made.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Headstart or *********** should there be any further questions or concerns. Their information respectively follows:
  
  Headstart Warranty Group
  ***************************************
  Ste. 108
  ****************
  ************* 
  
  *********** Protection Solutions LLC
  *************************
  *****, DE 19901
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct
  

  Customer response

  10/25/2024

   
  Complaint: 22209606
  
  I am rejecting this response because: attached 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date: I'm not sure, I'm guessing maybe close to 2 yrs or so.Company: Paylink Home Coverage Pymt from checking acct every month: $128.79 I just called to ask them if I could file a claim to get my garage door opener fixed and I had to look up some huge contract # from the money they've been withdrawing. I'll have to get w/my bank to see exactly how long these people have been taking this amount out of my acct every month. When i tried to call the claim #, it stays busy and I got a sick feeling I've been scammed!!PLEASE HELP if you can, I'm almost 70 y/o and I'm struggling to keep my house and car up w/the cost of living and taxes. I try to be so careful but these scammers are everywhere, copycating everything. It's hard to know what's real or not.Thank you!

  

  Business response

  09/04/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts, is not a party to vehicle or home service contracts, and does not review, ****** or deny claims or have any role with respect to the payment of claims.
  
  Our records indicate that on November 6, 2023, **************** purchased a home service contract from Like New Home Warranty (Like New Home), a third-party marketer selling home service contracts on behalf of ********************* (Integrity). At the time of sale, a down payment of $164.00 was collected directly by Like New Home.
  
  Enclosed are copies of Ms. ******* Like New Home Contract as well as the PayLink Payment Plan Agreement for the Like New Home Contract.
  
  Furthermore, our records indicate that the billing account for the Like New Home Contract is current in our billing system.
  
  In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to Like New Home, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Like New Home that they contacted *************** on August 27, 2024 regarding her past due payment. Per Like New Home, *************** then provided a new payment method so that they could process the payment that was due.
  
  In an attempt to assist ****************, PayLink also forwarded the contents of your inquiry to Integrity,the coverage administrator and company responsible for adjudicating and paying valid claims under the Like New Home Contract. It is our understand from Integrity that on August 27, 2024, **************** called their office regarding a claim for repair of her garage door. Per Integrity, they advised **************** that she could file a claim once the payment she had made that day had posted and her account was brought current. Integrity has indicated that on August *******, they were able to assist **************** in starting the claim process for her garage door. Per Integrity, they are working on getting a service provider to Ms. ******* home to begin the repair for her garage door.
  
  For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Like New Home or Integrity should there be any further questions or concerns. Like New Home and Integritys contact information is as follows:
  
  Like New Home Warranty
  *********************************
  Ste. 240
  ********************
  *************
  
  *********************
  ******************************************************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance &Contract Counsel
  PayLink Direct
  
  Enclosures.
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for the Car Warranty and was told I had 30 days to cancel, if it wasn't right for me and/or if I changed my mind about it. I was charged a $50 Deposit. After going over the information, I decided the Car Warranty was not what I wanted and contacted the company (Paylinkdirect) to Cancel the Contract. Paylinkdirect told me to contact another vendor to cancel the contract **************************** I called the phone number provided. The Agent I spoke to was ******************* ************************ He sent me an email on how to cancel the Contract BUT told me that because I did cancel within the 30 days, the email instructions were not necessary to fulfill. And that any invoices I continue to receive would not need to be paid. Both companies must acknowledge, in writing, that the Contract is indeed Cancelled, and my credit card will not be charged.

  

  Business response

  06/11/2024

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
  
  Our records indicate that on May 20, 2024, ********************** purchased a vehicle service contract from Carchex LLC (Carchex), a third-party marketer who works with car dealerships to sell vehicle service contracts on behalf of ******************************************* At the time of sale, a down payment of $50.00 was collected directly by Carchex.
  
  On June 3,2024, ******************** contacted our office to cancel her service contract. Billing was suspended at that time, and ******************** was referred to Carchex to complete the cancellation of the policy. On June 5, 2024 and June 10, 2024, ******************* contacted our office and stated she had received a monthly bill and requested confirmation that the policy had been cancelled. Our office informed ********************* that her cancellation request was noted on her billing account,billing remained suspended, that our system showed her policy was still in effect, and that she may continue to receive billing related notices until we received the cancellation from Carchex.
  
  Furthermore,our records indicate that the service contract was cancelled on June 10, 2024 before any monthly payments were collected by PayLink.
  
  In an attempt to assist ********************, PayLink forwarded the contents of your inquiry to Carchex, the company that handles customer cancellations and refunds. It is our understanding from Carchex that ******************** called to cancel her service contract on June 3, 2024. Per Carchex, ******************** was emailed cancellation instructions and asked to email the cancellation requirements back to ************** in order to have the policy cancelled and refund issued. ******* has indicated that they never received an email from ******************** requesting to cancel the policy. 
  
  It is also our understanding from Carchex that they have cancelled Ms. ********* contract and issued a refund of the down payment of $50.00 on June 10, 2024 to her credit card.
  
  For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Carchex should there be any further questions or concerns. Carchexs contact information is as follows:
  
  Carchex LLC
  **********************************************************************
  *************
  
  Sincerely,
  
  *****************************
  Compliance & Contract Counsel
  PayLink Direct

  Customer response

  06/13/2024

  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.

  I will contact CarChex Agent ************** and provide the information requested by him, via his email, even though he verbally told me that I did not have to, because I called on day 15 of the 30-day review period.

  Sincerely,
  
  *************************
  

*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. ↩