ClickPay's system is completely disconnected from property management companies and their billing systemAs a third-party rent payment processing company, you would expect it to at least have some info regarding how much was already paid and how much is left due but it doesn't have any of thatSuppose you had set up an auto-pay one day, and you completely forgot about this, and a couple of months later, you setup a manual payment for that month's rentIf the rent was already paid/scheduled for payment via auto-pay, it should not allow you to pay anymore than what is left due, which should be $But it doesn't provide any information on that and allows you to payIn this case, if you didn't have enough balance in your account because obviously you didn't expect that duplicate payment has been made, you still get charged a return check fee from the bankThis is utterly inconvenient
ClickPay is a payment services provider that works for the Complaintant's Property Management CompanyWe are an ethical company and always advertise honestly and always strive to uphold the trust of our users and clientsWe hold ourselves as a company to a high ethical standard in all of our business practicesThe complaintant made a payment through our service which incurred a late fee charged by his Property Management companyThis fee was not charged or assessed by ClickPayClickPay performed our business services successfully and to the satisfaction of the complaintantThis complaint is based on a fee assessed by a third party, his property management company (landlord), outside of our provision and controlClickPay was assisting the complaintant, outside the ordinary course of our business, as a courtesy to the complaintant to get this fee waivedThe Complaintant was upset that we were not able to get his fee assessed by his Property Management Company refunded in a more prompt mannerAs we do not control the actions of our client, the Property Management company, this process took a period of time (months) to be resolvedWe provided continuous communication to the complaintant and were courteous and respectful throughout all conversationsWe did eventually resolve the complaintant's needs to his satisfactionWe were able to get his fee refundedHe was frustrated and filed this complaintThe frustration was actually directed at his management company although he placed the blame on us because we were providing the Customer support and follow up on his requestAs you see from the complaint details, my Customer Support team continuously communicated with the complaintant to resolve his issue despite the time required to do soThis process is outside the course of our businessTraditionally we simply process payments according to the user's setup instructions and provide support to ensure that they have ease of useThe request in this case was extraordinary to our ordinary course of business and was done purely as a business courtesyWhen requests fall outside the course of business and require contact of a third party, all we can do is request that the third party perform an action, the third party still has to make a business decision which can take some timeWe are a service company and always want to provide high quality, ethical and courteous service to all of our users as we did in this caseThe complaint is unjustified, and was resolved eventually to to the satisfaction of the complaintantPlease contact me with any further questions as it is important to us that this issue does not go against our records
I am rejecting this response because:
As ClickPay's representative states, they provide a service, which is to automate rent paymentIf that service fails, ClickPay should take responsibility for the failure, instead of passing the buckIn this case, ClickPay sent a notification stating that a rent payment had been made, with a confirmation numberI still have that emailThere was no follow up to indicate the payment had not gone throughAs a result, I thought the payment had been made when it hadn'tThis resulted in a $fine being assessed by my property management companyIf ClickPay can't take responsibility for it's own technical failures then property management companies should seek an alternative company that will.Another issue here is that ClickPay customer service told me that they don't keep track of emails that they send out, so even though I have an email confirmation, they refuse to use that as evidence that they did send me a confirmationDoubly, their payment history system doesn't show records of the confirmation number (A1503031729_OQ6HR8) that I was given, so either someone manually removed it or the system is broken, something that they seemed to show no interest in investigating.I will also note that customer service took no discernible action on this matter whatsoeverI had to chase them up monthly, despite their assurances that they would contact me promptlyThey ended up closing the ticket while I was still waiting for a response from them, which I only discovered when I tried to chase it up again a month agoIn the end, as soon as the Revdex.com complaint was submitted, "voila!" the $fine disappeared.Their policy, in whole, seems to be to blanket denial of any issues with their systems, and even in the case of obvious failure to pass the buck on to the consumer and/or play the consumer off against the property management company
Regards,
I am rejecting this response because:As ClickPay's representative states, they provide a service, which is to automate rent paymentIf that service fails, ClickPay should take responsibility for the failure, instead of passing the buckIn this case, ClickPay sent a notification stating that a rent payment had been made, with a confirmation numberI still have that emailThere was no follow up to indicate the payment had not gone throughAs a result, I thought the payment had been made when it hadn'tThis resulted in a $fine being assessed by my property management companyIf ClickPay can't take responsibility for it's own technical failures then property management companies should seek an alternative company that will.Another issue here is that ClickPay customer service told me that they don't keep track of emails that they send out, so even though I have an email confirmation, they refuse to use that as evidence that they did send me a confirmationDoubly, their payment history system doesn't show records of the confirmation number (A1503031729_OQ6HR8) that I was given, so either someone manually removed it or the system is broken, something that they seemed to show no interest in investigating.I will also note that customer service took no discernible action on this matter whatsoeverI had to chase them up monthly, despite their assurances that they would contact me promptlyThey ended up closing the ticket while I was still waiting for a response from them, which I only discovered when I tried to chase it up again a month agoIn the end, as soon as the Revdex.com complaint was submitted, "voila!" the $fine disappeared.Their policy, in whole, seems to be to blanket denial of any issues with their systems, and even in the case of obvious failure to pass the buck on to the consumer and/or play the consumer off against the property management company.Regards,
Dear Ms. [redacted],I have reviewed the settings in our system that were completed on 9/29/17 by the system user: [redacted].The setting in place are for automatic reocurring payments on the 1st of each month. On 10/1/2017, your payment of $300 was processed, as that was the balance that our...
system displayed on that day. The next day, 10/2/2017 the same system user [redacted] made a manual one-time payment of $895.00 totalling $1,195, as you stated. In the service ticket I reviewed, it is stated that you were given the name of the property management company, and the phone number to request a refund. Once we are authorized by your management company to refund the $300 payment, we will gladly do so.If you have any questions regarding the refund approval, please call the management company, [redacted] at ###-###-####. Thank you, Steven
ClickPay is a payment services provider that works for the Complaintant's Property Management Company. We are an ethical company and always advertise honestly and always strive to uphold the trust of our users and clients. We hold ourselves as a company to a high ethical standard in all of our...
business practices. The complaintant made a payment through our service which incurred a late fee charged by his Property Management company. This fee was not charged or assessed by ClickPay. ClickPay performed our business services successfully and to the satisfaction of the complaintant. This complaint is based on a fee assessed by a third party, his property management company (landlord), outside of our provision and control. ClickPay was assisting the complaintant, outside the ordinary course of our business, as a courtesy to the complaintant to get this fee waived. The Complaintant was upset that we were not able to get his fee assessed by his Property Management Company refunded in a more prompt manner. As we do not control the actions of our client, the Property Management company, this process took a period of time (3 months) to be resolved. We provided continuous communication to the complaintant and were courteous and respectful throughout all conversations. We did eventually resolve the complaintant's needs to his satisfaction. We were able to get his fee refunded. He was frustrated and filed this complaint. The frustration was actually directed at his management company although he placed the blame on us because we were providing the Customer support and follow up on his request. As you see from the complaint details, my Customer Support team continuously communicated with the complaintant to resolve his issue despite the time required to do so. This process is outside the normal course of our business. Traditionally we simply process payments according to the user's setup instructions and provide support to ensure that they have ease of use. The request in this case was extraordinary to our ordinary course of business and was done purely as a business courtesy. When requests fall outside the normal course of business and require contact of a third party, all we can do is request that the third party perform an action, the third party still has to make a business decision which can take some time. We are a service company and always want to provide high quality, ethical and courteous service to all of our users as we did in this case. The complaint is unjustified, and was resolved eventually to to the satisfaction of the complaintant. Please contact me with any further questions as it is important to us that this issue does not go against our records.
ClickPay's system is completely disconnected from property management companies and their billing system. As a third-party rent payment processing company, you would expect it to at least have some info regarding how much was already paid and how much is left due but it doesn't have any of that. Suppose you had set up an auto-pay one day, and you completely forgot about this, and a couple of months later, you setup a manual payment for that month's rent. If the rent was already paid/scheduled for payment via auto-pay, it should not allow you to pay anymore than what is left due, which should be $0. But it doesn't provide any information on that and allows you to pay. In this case, if you didn't have enough balance in your account because obviously you didn't expect that duplicate payment has been made, you still get charged a return check fee from the bank. This is utterly inconvenient.
ClickPay is a payment services provider that works for the Complaintant's Property Management Company. We are an ethical...
company and always advertise honestly and always strive to uphold the trust of our users and clients. We hold ourselves as a company to a high ethical standard in all of our business practices. The complaintant made a payment through our service which incurred a late fee charged by his Property Management company. This fee was not charged or assessed by ClickPay. ClickPay performed our business services successfully and to the satisfaction of the complaintant. This complaint is based on a fee assessed by a third party, his property management company (landlord), outside of our provision and control. ClickPay was assisting the complaintant, outside the ordinary course of our business, as a courtesy to the complaintant to get this fee waived. The Complaintant was upset that we were not able to get his fee assessed by his Property Management Company refunded in a more prompt manner. As we do not control the actions of our client, the Property Management company, this process took a period of time (3 months) to be resolved. We provided continuous communication to the complaintant and were courteous and respectful throughout all conversations. We did eventually resolve the complaintant's needs to his satisfaction. We were able to get his fee refunded. He was frustrated and filed this complaint. The frustration was actually directed at his management company although he placed the blame on us because we were providing the Customer support and follow up on his request. As you see from the complaint details, my Customer Support team continuously communicated with the complaintant to resolve his issue despite the time required to do so. This process is outside the normal course of our business. Traditionally we simply process payments according to the user's setup instructions and provide support to ensure that they have ease of use. The request in this case was extraordinary to our ordinary course of business and was done purely as a business courtesy. When requests fall outside the normal course of business and require contact of a third party, all we can do is request that the third party perform an action, the third party still has to make a business decision which can take some time. We are a service company and always want to provide high quality, ethical and courteous service to all of our users as we did in this case. The complaint is unjustified, and was resolved eventually to to the satisfaction of the complaintant. Please contact me with any further questions as it is important to us that this issue does not go against our records.
ClickPay's system is completely disconnected from property management companies and their billing systemAs a third-party rent payment processing company, you would expect it to at least have some info regarding how much was already paid and how much is left due but it doesn't have any of thatSuppose you had set up an auto-pay one day, and you completely forgot about this, and a couple of months later, you setup a manual payment for that month's rentIf the rent was already paid/scheduled for payment via auto-pay, it should not allow you to pay anymore than what is left due, which should be $But it doesn't provide any information on that and allows you to payIn this case, if you didn't have enough balance in your account because obviously you didn't expect that duplicate payment has been made, you still get charged a return check fee from the bankThis is utterly inconvenient
ClickPay is a payment services provider that works for the Complaintant's Property Management CompanyWe are an ethical company and always advertise honestly and always strive to uphold the trust of our users and clientsWe hold ourselves as a company to a high ethical standard in all of our business practicesThe complaintant made a payment through our service which incurred a late fee charged by his Property Management companyThis fee was not charged or assessed by ClickPayClickPay performed our business services successfully and to the satisfaction of the complaintantThis complaint is based on a fee assessed by a third party, his property management company (landlord), outside of our provision and controlClickPay was assisting the complaintant, outside the ordinary course of our business, as a courtesy to the complaintant to get this fee waivedThe Complaintant was upset that we were not able to get his fee assessed by his Property Management Company refunded in a more prompt mannerAs we do not control the actions of our client, the Property Management company, this process took a period of time (months) to be resolvedWe provided continuous communication to the complaintant and were courteous and respectful throughout all conversationsWe did eventually resolve the complaintant's needs to his satisfactionWe were able to get his fee refundedHe was frustrated and filed this complaintThe frustration was actually directed at his management company although he placed the blame on us because we were providing the Customer support and follow up on his requestAs you see from the complaint details, my Customer Support team continuously communicated with the complaintant to resolve his issue despite the time required to do soThis process is outside the course of our businessTraditionally we simply process payments according to the user's setup instructions and provide support to ensure that they have ease of useThe request in this case was extraordinary to our ordinary course of business and was done purely as a business courtesyWhen requests fall outside the course of business and require contact of a third party, all we can do is request that the third party perform an action, the third party still has to make a business decision which can take some timeWe are a service company and always want to provide high quality, ethical and courteous service to all of our users as we did in this caseThe complaint is unjustified, and was resolved eventually to to the satisfaction of the complaintantPlease contact me with any further questions as it is important to us that this issue does not go against our records
I am rejecting this response because:
As ClickPay's representative states, they provide a service, which is to automate rent paymentIf that service fails, ClickPay should take responsibility for the failure, instead of passing the buckIn this case, ClickPay sent a notification stating that a rent payment had been made, with a confirmation numberI still have that emailThere was no follow up to indicate the payment had not gone throughAs a result, I thought the payment had been made when it hadn'tThis resulted in a $fine being assessed by my property management companyIf ClickPay can't take responsibility for it's own technical failures then property management companies should seek an alternative company that will.Another issue here is that ClickPay customer service told me that they don't keep track of emails that they send out, so even though I have an email confirmation, they refuse to use that as evidence that they did send me a confirmationDoubly, their payment history system doesn't show records of the confirmation number (A1503031729_OQ6HR8) that I was given, so either someone manually removed it or the system is broken, something that they seemed to show no interest in investigating.I will also note that customer service took no discernible action on this matter whatsoeverI had to chase them up monthly, despite their assurances that they would contact me promptlyThey ended up closing the ticket while I was still waiting for a response from them, which I only discovered when I tried to chase it up again a month agoIn the end, as soon as the Revdex.com complaint was submitted, "voila!" the $fine disappeared.Their policy, in whole, seems to be to blanket denial of any issues with their systems, and even in the case of obvious failure to pass the buck on to the consumer and/or play the consumer off against the property management company
Regards,
I paid my rent through ClickPay for the first time this week They were very helpful in getting me setup with my account How refreshing!
I am rejecting this response because:As ClickPay's representative states, they provide a service, which is to automate rent paymentIf that service fails, ClickPay should take responsibility for the failure, instead of passing the buckIn this case, ClickPay sent a notification stating that a rent payment had been made, with a confirmation numberI still have that emailThere was no follow up to indicate the payment had not gone throughAs a result, I thought the payment had been made when it hadn'tThis resulted in a $fine being assessed by my property management companyIf ClickPay can't take responsibility for it's own technical failures then property management companies should seek an alternative company that will.Another issue here is that ClickPay customer service told me that they don't keep track of emails that they send out, so even though I have an email confirmation, they refuse to use that as evidence that they did send me a confirmationDoubly, their payment history system doesn't show records of the confirmation number (A1503031729_OQ6HR8) that I was given, so either someone manually removed it or the system is broken, something that they seemed to show no interest in investigating.I will also note that customer service took no discernible action on this matter whatsoeverI had to chase them up monthly, despite their assurances that they would contact me promptlyThey ended up closing the ticket while I was still waiting for a response from them, which I only discovered when I tried to chase it up again a month agoIn the end, as soon as the Revdex.com complaint was submitted, "voila!" the $fine disappeared.Their policy, in whole, seems to be to blanket denial of any issues with their systems, and even in the case of obvious failure to pass the buck on to the consumer and/or play the consumer off against the property management company.Regards,
Dear Ms. [redacted],I have reviewed the settings in our system that were completed on 9/29/17 by the system user: [redacted].The setting in place are for automatic reocurring payments on the 1st of each month. On 10/1/2017, your payment of $300 was processed, as that was the balance that our...
system displayed on that day. The next day, 10/2/2017 the same system user [redacted] made a manual one-time payment of $895.00 totalling $1,195, as you stated. In the service ticket I reviewed, it is stated that you were given the name of the property management company, and the phone number to request a refund. Once we are authorized by your management company to refund the $300 payment, we will gladly do so.If you have any questions regarding the refund approval, please call the management company, [redacted] at ###-###-####. Thank you, Steven
ClickPay is a payment services provider that works for the Complaintant's Property Management Company. We are an ethical company and always advertise honestly and always strive to uphold the trust of our users and clients. We hold ourselves as a company to a high ethical standard in all of our...
business practices. The complaintant made a payment through our service which incurred a late fee charged by his Property Management company. This fee was not charged or assessed by ClickPay. ClickPay performed our business services successfully and to the satisfaction of the complaintant. This complaint is based on a fee assessed by a third party, his property management company (landlord), outside of our provision and control. ClickPay was assisting the complaintant, outside the ordinary course of our business, as a courtesy to the complaintant to get this fee waived. The Complaintant was upset that we were not able to get his fee assessed by his Property Management Company refunded in a more prompt manner. As we do not control the actions of our client, the Property Management company, this process took a period of time (3 months) to be resolved. We provided continuous communication to the complaintant and were courteous and respectful throughout all conversations. We did eventually resolve the complaintant's needs to his satisfaction. We were able to get his fee refunded. He was frustrated and filed this complaint. The frustration was actually directed at his management company although he placed the blame on us because we were providing the Customer support and follow up on his request. As you see from the complaint details, my Customer Support team continuously communicated with the complaintant to resolve his issue despite the time required to do so. This process is outside the normal course of our business. Traditionally we simply process payments according to the user's setup instructions and provide support to ensure that they have ease of use. The request in this case was extraordinary to our ordinary course of business and was done purely as a business courtesy. When requests fall outside the normal course of business and require contact of a third party, all we can do is request that the third party perform an action, the third party still has to make a business decision which can take some time. We are a service company and always want to provide high quality, ethical and courteous service to all of our users as we did in this case. The complaint is unjustified, and was resolved eventually to to the satisfaction of the complaintant. Please contact me with any further questions as it is important to us that this issue does not go against our records.
ClickPay's system is completely disconnected from property management companies and their billing system. As a third-party rent payment processing company, you would expect it to at least have some info regarding how much was already paid and how much is left due but it doesn't have any of that. Suppose you had set up an auto-pay one day, and you completely forgot about this, and a couple of months later, you setup a manual payment for that month's rent. If the rent was already paid/scheduled for payment via auto-pay, it should not allow you to pay anymore than what is left due, which should be $0. But it doesn't provide any information on that and allows you to pay. In this case, if you didn't have enough balance in your account because obviously you didn't expect that duplicate payment has been made, you still get charged a return check fee from the bank. This is utterly inconvenient.
ClickPay is a payment services provider that works for the Complaintant's Property Management Company. We are an ethical...
company and always advertise honestly and always strive to uphold the trust of our users and clients. We hold ourselves as a company to a high ethical standard in all of our business practices. The complaintant made a payment through our service which incurred a late fee charged by his Property Management company. This fee was not charged or assessed by ClickPay. ClickPay performed our business services successfully and to the satisfaction of the complaintant. This complaint is based on a fee assessed by a third party, his property management company (landlord), outside of our provision and control. ClickPay was assisting the complaintant, outside the ordinary course of our business, as a courtesy to the complaintant to get this fee waived. The Complaintant was upset that we were not able to get his fee assessed by his Property Management Company refunded in a more prompt manner. As we do not control the actions of our client, the Property Management company, this process took a period of time (3 months) to be resolved. We provided continuous communication to the complaintant and were courteous and respectful throughout all conversations. We did eventually resolve the complaintant's needs to his satisfaction. We were able to get his fee refunded. He was frustrated and filed this complaint. The frustration was actually directed at his management company although he placed the blame on us because we were providing the Customer support and follow up on his request. As you see from the complaint details, my Customer Support team continuously communicated with the complaintant to resolve his issue despite the time required to do so. This process is outside the normal course of our business. Traditionally we simply process payments according to the user's setup instructions and provide support to ensure that they have ease of use. The request in this case was extraordinary to our ordinary course of business and was done purely as a business courtesy. When requests fall outside the normal course of business and require contact of a third party, all we can do is request that the third party perform an action, the third party still has to make a business decision which can take some time. We are a service company and always want to provide high quality, ethical and courteous service to all of our users as we did in this case. The complaint is unjustified, and was resolved eventually to to the satisfaction of the complaintant. Please contact me with any further questions as it is important to us that this issue does not go against our records.