Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  07/18/2024

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

  Customer response

  07/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Madisen Moon
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  09/21/2023

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

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

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  Business response

  09/15/2023

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

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

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

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

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

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

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  12/09/2022

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

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

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

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

  
  

*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. ↩