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Initial Complaint
01/27/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 25, 2025 I began receiving emails from a company called doxo. In the first email it showed a payment that was forwarded to a ****************** in the amount of $440.45. That email contained the last four of a card number that was not mine. The 2nd email contained a code that wanted me to enter in my browser to confirm my email address, which I did not do. Third email with the same code requesting the same thing. Today January 27, 2025 I received an email welcoming me to Foremost and Doxo and confirming my payment giving me a link to track my payment. I called doxo thinking maybe an actual customer put the wrong email address in their system. They asked my email address, which I gave but then began to keep me on the line asking for my phone number, which I gave them an incorrect number then the spelling of my name. At that point I told them they needed to be more concerned about the actual customer and getting their correct email rather than gathering information from me. He said he understood and asked if he could call me back. I said yes but I know he wont reach me!
Business response
01/28/2025
Hello ******,
At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
It appears that your email address was mistakenly used during the creation of an account by another ********************** user. We take these issues seriously and are actively investigating to resolve this matter promptly.
We sincerely apologize for the confusion and inconvenience caused by the emails and payment notifications you received. Based on the information you provided to the BBB, our records confirm that you contacted doxo Customer Support. During your call, our team requested additional details to verify your identity and ensure no unauthorized actions had been taken. We understand your concerns regarding this process and appreciate your feedback, which will help us improve how we handle similar situations in the future.
As of today, your case remains active, and we are prioritizing its resolution. We will notify you of any updates as they become available. For further assistance, you can reach doxo's Customer Support team through our online chat at ******************************************* or by calling **************. Our team is here to help and will be happy to assist you.
Thank you for your understanding and patience as we work to resolve this issue.
Sincerely,
doxo Customer Support

Customer response
01/28/2025

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
01/19/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Attempted to pay a labcorp bill for $4.23 and doxo required me to create an account and wanted to charge $3.99 to pay with a credit card. I only saw the exorbitant doxo fee when I went to check out - there was NO mention of any fees for using a credit card up to that point. I deleted my credit card details (although doxo still has them) and entered my debit card information as I expected no fees for a debit card. I was wrong - the same exorbitant $3.99 doxo fee was added again - with no mention of fees for different payment methods. I deleted my debit card details (although doxo still has them) and entered my bank account information as I expected no fees for an ACH transfer. I was wrong again - the exorbitant doxo fee for ACH transfers is $2.99. I deleted my doxo account - after needing to confirm several times with dire warnings from doxo that all of my information would be deleted (which is what I want). I want NO FURTHER CONTACT from ************************** and would like to warn others of doxo's fee charging scam. I was happy to see that the *** has investigated doxo for their junk fees: ***********************************************************************************************************************************************************************************************
Business response
01/21/2025
Hello *****,
doxo is an all-in-one bill pay service that enables users to pay over ******* billers across 45 categories using a bank account, credit card, debit card, or Apple Payall through a single, secure login.
As an independent service, doxo covers the cost of payment delivery to billers. Therefore, in some cases, a $2.99 or $3.99 fee may apply for ACH payments, or a variable fee for card payments, to account for interchange and delivery costs. However, doxo offers a fee-free payment option: simply link your bank account to your ********************** Wallet to activate free payments for any ****** when using your bank account as the ********************** method.
Based on the information provided to the Better Business Bureau (BBB), it seems you have not contacted our Customer Support team regarding your billing concerns. Our team is always available to assist with issues like payment fees or account management. Please note that your account has already been canceled.
For further assistance, we kindly ask that you reach out directly to our Customer Support team, as the ******************** is not the appropriate forum for resolving such matters. You can contact us through online chat at ******************************************* or by calling **************.
Best regards,
doxo Customer Support

Customer response
01/21/2025

Complaint: 22831885

I am rejecting this response because:
There is a false statement in the response:
However, doxo offers a fee-free payment option: simply link your bank account to your ********************** Wallet to activate free payments for any ****** when using your bank account as the ********************** method.
I linked my bank account (after first providing full credit card and full debit card details) and doxo still required a $2.99 fee. Please provide fee information up front instead of the bait and switch to apply your fees after customers have already provided sensitive financial information.
Sincerely,

***** *********
Initial Complaint
01/13/2025
Complaint Type:
Billing Issues
Status:
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.
I got online to pay City of ********** (**) water bill with my **************** (**********, **) debit card. Even though I was on the website ********************, when I indicated to pay my bill, somehow I was transferred to Doxo Utilities. Not knowing that this was not the authorized payment site for the City of **********, I paid my bill plus the $3.99 handling charge. Normally I mail my payment, but being out of town, I thought paying online would be quicker. I believe Doxo is nothing better than a spammer b/c I did not choose Doxo, they interfered with my ability to pay, and I didn't know that this was not the authorized bill payment system. On top of it, I later learned from my bank that this company merely mails a check which takes up to two weeks! These people should be stopped from this practice!!!
Business response
01/14/2025
Hello ****,
At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
Regarding your case, our records show that on January 12, 2025, a payment was scheduled to the City of ********** (**) via doxo. The expected delivery date for this payment was January 23, 2025. This payment was sent by check. As of today, January 14, 2025, the check remains uncashed. A confirmation email with payment details, including the option to cancel if needed, was sent at the time of scheduling.
Based on the information you provided to BBB, our records indicate that you have not yet contacted our Customer Support team. The ******************** is not the forum to assist you with this issue. For assistance, doxo's Customer Support team can be reached via our online chat at ******************************************* or by calling **************. They will be happy to assist you with this matter.
Thank you,
doxo Customer Support

Customer response
01/14/2025

Complaint: 22806011

I am rejecting this response because: you are a bunch of fake scammers & I want my money 0f $68.33 back!!!!!

Sincerely,

**** ******
Customer response
01/23/2025
I received no such information from them!
Business response
01/30/2025
Hello ****,

As previously stated, based on your selection in our bill pay application, doxo processed a check payment to the City of ********** (**) on January 12, 2025. A confirmation email containing the payment summary was sent to the email address you provided during payment setup, which is the same address provided to the BBB and is included in the attached documentation. If you have not received or reviewed this email, we encourage you to check your inbox or spam folder for further details.

Additionally, our records indicate that you have not yet contacted our Customer Support team for assistance. Please note that the BBB is not the appropriate forum to resolve this issue. For help with your bill payment, doxos Customer Support team can be reached via online chat at ******************************************* or by calling **************. They will be happy to assist you.

Thank you,
doxo Customer Support
Initial Complaint
12/16/2024
Complaint Type:
Billing Issues
Status:
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.
Doxo automatically enrolled me in "reminders" when I signed up to use them for a secure payment to a hospital after surgery. They then send "reminders" monthly for the amount of the last paid bill EVEN IF YOU DON'T OWE ANY MONEY. This causes the customer (me) to reasonably assume that you owe medical bills and send payment. The hospital/medical provider then returns the money (eventually) for overpayment. Every time this happens, Doxo makes a little over $8 on processing fees.I spoke with two different customer services **** (one was a supervisor) who assured me that this was a convenient feature, and that the system assumes every has monthly bills. I feel this is deeply predatory, particularly in a medical setting, where bills are often confusing and people are vulnerable.
Business response
12/17/2024
Hello ****,

Thank you for reaching out. At doxo, we are committed to providing convenient and secure bill management solutions. As a third-party bill payment service, doxo enables consumers to manage all their bills in one centralized, user-friendly platform. Throughout the payment and account setup process, we clearly emphasize our third-party status, including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
Upon reviewing your account, we confirmed that payment reminders were enabled during your initial payment request process on October 24, 2024. These reminders are sent as a courtesy to help you track bills paid on the same date in prior months. Please note that only the account holder can manage preferences within their doxo account, and any settings changes must be actively selected by the user. If you wish to stop receiving these reminders, there is an "OPT OUT" option provided in the reminder email. As outlined in the attached, you can cancel reminders at any time directly within your account.
Our records also show that you contacted doxo Customer Support on December 10, 2024. During that interaction, our team assisted in canceling the reminders as requested and offered to issue a stop payment for the overpayment reported on December 9, 2024, which you declined. Following your confirmation that no further assistance was needed, we promptly closed the case.
The Better Business Bureau (BBB) is not the appropriate forum to resolve this matter. For any further assistance, doxo's Customer Support team remains available to help via online chat at ******************************************* or by phone at **************.

Thank you for allowing us the opportunity to assist you.
Best regards,
doxo Customer Support

Customer response
12/17/2024

Complaint: 22693078

I am rejecting this response because: I feel it a predatory and confusing practice to send reminders for bills that do not exist. A reminder implies that there is something to be reminded of. Sending automatic reminders when no payments are due is a misuse of the word and misleading to your customers. You are able to collect fees on their payments when they do not realize that the reminders (which give due dates and amounts of money which DO NOT EXIST). This is not right.

Sincerely,

**** *****
Initial Complaint
12/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On December 10, 2024, I checked my bank account and noticed an unauthorized charge to the ***** Township water authority whom I do not have an account with. I immediately called my financial institution and was told to contact the water company. I called the water company and was told they can't do anything because bill payments are handled by a 3rd party called Doxo. I contacted customer support from ****************** because I wanted this payment stopped/refunded and submitted evidence of my bank transaction, but was to contact my bank again as Doxo does not do business with ***** Township water and they know this since the bank transaction does not say "Doxo". I will be filing a dispute with my bank against this fraudulent charge. Upon looking on the internet, it clearly states Doxo is the online payment source for *******************. I am seeking ******. The water payment was $288.16 plus a web payment charge of $1.95. I will also be pursuing a complaint with the police regarding my stolen bank information.
Business response
12/12/2024
Hello *********,
Thank you for reaching out. At doxo, we are committed to providing users with a convenient and secure bill management solution. As a third-party bill pay service, doxo enables consumers to manage all their bills in one place, and throughout the payment process, we make our third-party status clear by including the following disclaimer:
"doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by Township of ***** - ******************* (**)."
After reviewing your complaint, we were unable to locate an account matching the information you provided. Additionally, we found no record of a payment being processed to the Township of ***** - ******************* (**) on your behalf. Based on the attachments you submitted, no charge from doxo is listed on your bank statement. Charges from doxo would appear as doxo-Township of ***** - ******************* (**). It also appears that a direct payment was made to the Township of ***** - ******************* (**), not through doxo. Please rest assured that doxo does not have access to your banking information.
Our records show that you contacted doxo Customer Support on December 10, 2024. Our support team confirmed that no payment was made through doxo and recommended contacting your bank for further resolution. We encourage you to contact your bank directly to clarify any transaction details.
The BBB is not the forum to assist you with this issue. For additional support, doxo's Customer Support team is available via online chat at ******************************************* or by phone at **************.

Best regards,
doxo Customer Support

Customer response
12/16/2024

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
11/18/2024
Complaint Type:
Billing Issues
Status:
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.
I used this company to pay tolls and they say I subscribed to their monthly service. I did not knowingly sign up for any subscription. They said I hit the button but I say I did NOT! This caused insufficient funds charge in my checking account and I am angry.I see others have had the same problem. Why are they able to keep doing this to people?
Business response
11/19/2024
Hello ******,
Its important to note that doxo acts as a third-party bill payment service and is not affiliated with or endorsed by any service providers on the platform. This is clearly stated in doxos disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
In regards to the fee, this was due to your selection of enabling doxoPlus upon completing your payment to I-Pass **************** on October 16, 2024. doxoPlus is a monthly subscription that provides five safeguards for secure bill pay, including identity theft protection, credit monitoring, private pay protection, and more. This can only be enabled by the customer.
According to our records, you contacted doxo Customer Support on November 18, 2024. Our agent assisted you in canceling your doxoPLUS subscription. For further assistance, you can contact doxo's Customer Support team via online chat at ****************************************** or by phone at **************. Our team is happy to help with any further questions.
Thank you,
doxo Customer Support

Customer response
11/19/2024

Complaint: 22572649

I am rejecting this response because:
The business is still saying that I subscribed to their service and I did not intentionally subscribe. I see other complaints that this business uses deceptive practices to get people to unknowingly hit a button on their page that said I subscribed.
I would like to see the page that was used to confirm where the supposed button exists and if it should be evident of what it is there for.

Sincerely,

****** ******
Business response
12/03/2024
Hello ******,
Attached are screenshots capturing your activity during the payment process. These screenshots confirm that, during your initial payment, you opted to upgrade your account to **************************, reviewed its benefits, and received confirmation of this selection.
Additionally, the screenshots include details from your payment review and confirmation, clearly showing that the payment fee was waived as part of the doxoPlus subscription.
As requested, our agent assisted you in canceling your doxoPlus subscription. Since no further assistance was requested, your case has been closed. If you need additional help, you can reach doxo's Customer Support team via online chat at ****************************************** or by phone at **************.
Thank you,
doxo Customer Support
Initial Complaint
11/18/2024
Complaint Type:
Billing Issues
Status:
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.
I used ************************** to make payments for my mother's ******************* RX. I confirmed with BCBS RX that the payments were never made after receiving a delinquent letter.3 payments of $53.40 + 3 service fees of $3.99 each totaling $172.17
Business response
11/19/2024
Hello ********,
At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
According to your selection on our bill pay application, doxo sent an electronic payment to ********** & Blue Shield of ************ on October 23, 2024. A confirmation email with a payment summary was sent, which also included the option to cancel if needed. Please note that doxo processes payments based on the information provided by the customer.
Based on the information you provided to BBB, our records indicate that you have not yet contacted our Customer Support team. The ******************** is not the forum to assist you with this issue. For assistance, doxo's Customer Support team can be reached via our online chat at ******************************************* or by calling **************. They will be happy to assist you with this matter.
Thank you,
doxo Customer Support
Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company is a scam bill pay service that infiltrated my email making me thinking they are the "new way" to pay my trash/recycle bill to the City of ******, **. It is NOT THEIR 3rd PARTY COMPANY AND IS TAKING MONEY ILLEGALLY AS I WAS NOT ADVISED THEY WERE NOT A PART OF OLATHE BILLING
Business response
11/14/2024
Hello *****,
At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
According to your selection on our bill pay application, doxo sent a direct payment to the ************** (**) on October 3, 2024. A confirmation email with a payment summary was sent, which also included the option to cancel if needed. Please note that doxo processes payments based on the information provided by the customer.
Based on the information you provided to BBB, our records indicate that you have not yet contacted our Customer Support team. The ******************** is not the forum to assist you with this issue. For assistance, doxo's Customer Support team can be reached via our online chat at ******************************************* or by calling **************. They will be happy to assist you with this matter.
Thank you,
doxo Customer Support
Initial Complaint
11/11/2024
Complaint Type:
Customer Service Issues
Status:
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.
I went online to Doxo to pay a bill and even paid a fee to pay the bill online. They paid the wrong company and then Doxo stopped helping me to try and get my money back from the company that inadvertently received my money. This company is a scam!
Business response
11/12/2024
Hello *****,
At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
Per your selection on our bill pay application, doxo sent a check payment to **************. (********, ****) on August 01, 2024. A confirmation email was sent with the summary for the payment, which also provided the opportunity to cancel if needed. It is essential to understand that doxo can only send payments with the information that the customer provides.
Based on the information you provided to the BBB, our records show that you contacted doxo Customer Support on September 17, 2024, and your case is still active. We will escalate your case for further prioritization and notify you of any updates. For assistance, you can reach doxo's Customer Support team through our online chat at ******************************************* or by calling **************. They will be happy to assist you.
Thank you,
doxo Customer Support
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
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.
I thought I was paying my doctor **** and attached a receipt stating that it was paid. Now I am in collections for this bill. I found this doing a ****** search for ****************** (*********** ********).
Business response
10/29/2024
Hello *****,
To begin utilizing services, users are required to create a doxo account. During this process, individuals will need to respond to a series of questions, including the payment amount, the designated account for the **********************, preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the selected provider. It's important to note that all this information is provided by the user.
Throughout the ********************** and account setup, ********************** emphasizes its third-party status by providing the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider. doxo does not send bills on behalf of billers.
As per your selection on our bill pay platform, doxo mailed a check payment to ****************** on July 03, 2024. A confirmation email with a payment summary was sent, which also included an option to cancel the payment if necessary. Please understand that doxo can only process payments based on the information provided by the customer.
Based on the information provided to BBB, it appears you have not yet reached out to our Customer Support team for assistance with your bill payment. The BBB is not the forum to assist you with this issue. For further help, you can contact doxo's Customer Support team through our online chat at ******************************************* or by calling **************.
Best regards,
doxo Customer Support

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