GovPayNet

1/8/2020 Made a transaction through govpaynet. Signed a form showing the amount of transaction to be processed. Neither the form or the person doing the transaction informed me of a 9% service fee. This service company is a Scam to the consumer. Government agencies use them because there is no charge to them.
This fee is ridiculous and a rip-off. I am writing my congressman and other government contacts about this injustice. Be aware of this company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below This response does in no way address the fact that GovPayNet chose to process the $authorized fee amount as a cash withdrawal rather than a credit transaction as per my bank representative's reply to me when I asked why the $fee was assessedThey said that because GovPayNet had processed, possibly erroneously, the transaction on their end as a cash withdrawal, which it certainly was not, that this caused my bank to follow through as if the transaction was indeed a cash withdrawal and thereafter assess the associated cash withdrawal feeMy bank suggested that I inquire why GovPayNet had selected to treat this transaction as a cash withdrawal and when attempting to do so, the GovPayNet representative reacted as I earlier suggested by being rude, surly and over-talking me threatening to disconnect the call, all the while referring to a $cash withdrawal fee which was in obvious error as I had related only the $fee I was assessed because of GovPayNet's failure to properly process the transactionFurthermore, I observe this response to be a canned reply which has been provided before to another dissatisfied GovPayNet customer claim currently present on your Revdex.com Indiana websiteApparently this canned response was prepared to answer complaints as I have filed because there must be many more others similarly situated being displeased with the ignominious behaviors of this credit card processorThis should not be tolerated and further follaction by your Complaint Department be attended to forthwith.Your prompt attention to this matter is greatly appreciated and I thank you for your time Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Hope [redacted] is being untruthful about this transaction having been processed as a cash withdrawalAccordingly, I have filed a complaint with our Texas Department of Banking and expect an investigation to begin shortlyMaybe our state agency can dislodge Ms [redacted] from her position and prevent these surreptitious behaviors from occurring with any other Texas consumers utilizing Swanson Services Corporation while depositing to incarcerated individuals who need this serviceIt is a shame GovPayNet won't own up to their misdeeds and process these transaction in the authorized manners as they should.I will forward any further documents as they are receivedThank you for your assistance Regards, [redacted]

Charged an unauthorized amount on my transaction of 02/28/on my credit card and the representative who contacted me was arrogant, rude, and disrespectful by continually talking over me while failing to relate why the charge was made whereupon I told her I was disputing the charge and disconnected

Ridiculously long wait times and all around terrible customer serviceBetter off paying at your local agency

I called GovPay to pay a traffic ticketThe ticket was supposed to be paid to *** County Courthouse in IndianaWhen I made the payment in the amount of $252.75, GovPay sent my payment to *** Police Department in IllinoisGovPay sent my money to the wrong place by mistakeSo GovPay admitted that they made a mistake and promised to fix it by refunding the full amount along with the processing feeSo, I took the money out of my bank account to bring cash to the Courthouse to pay the ticket so I can get my license back in the meantime, while waiting on GovPay to refund me It has been almost two months and they will not return my moneyMy bank temporarily credited my account $while I filed a dispute with themSo they contact GovPay and was denied the money and now my bank is going to take the $back out of my account on October 4thWhich means my bank account will be overdrawn and I will have paid $dollars for this ticket because GovPay "accidentally

I used this website to make an online payment on may 27th The money was taken out of my bank account that dayOn may 31st the facility that the payment was supposed to go to stated that it was never recievedI spoke to Natalie and Frankie from the govpaynet call center at 888-277-2535, they both stated that the payment was sent on may 31st at 3:pmToday is June 6th and the facility has told me that the payment has still not been posted to themI called the govpaynet call center again today and after waiting on hold for fourty-five minutes a man named David answered, told me it's too bad they don't give refunds and then hung up on meIt's been more than a week since the money was taken from my account and I can't get any answers from anyone on the

We regret that this cardholder was dissatisfied in any way with his payment experience through GovPayNet.  His complaint however is based on factual errors. First, for all payments made using our service, our system generates a service fee in addition to the payment amount for making a...

particular payment prior to the payment being submitted for processing.  We program into our system each fee associated with the specific types of payments covered in our contract with the payment-receiving agency.  This programming determines the fee amount disclosed to the cardholder based on the agency, payment type, and payment amount the cardholder inputs to our system.  In this cardholder’s case, entering the desired amount ($100.00) on the payment screen, the cardholder would have seen the below message on the next screen: GovPayNet charges a non-refundable fee to use our payment system. Your fee has been automatically calculated and is shown below. Once the payment is processed, an automated notice is sent to the Agency listed above. At that point, payments cannot be refunded or canceled by GovPayNet. Additionally, the payment amount, fee, and total of these two figures would have been displayed immediately below this message in a highlighted box: Amount Due: $100.00 GovPayNet Service Fee: $6.75 Total Due: $106.75 This display appears at the top of our card information web page, before the cardholder enters his name, card number, or any other card information (see attached screen display example).  This display is an integral part of our system’s programming and is generated for every transaction prior to the cardholder submitting the transaction for processing.  The cardholder could not have completed or submitted his transaction without this information being displayed on his screen.  Second, regarding his conversation with our CSR, the cardholder apparently asked why he was being charged an additional $10 fee. The GovPayNet CSR informed the cardholder that the $10 fee in question was not assessed by GovPayNet, but likely, his banking institution as a cash advance fee.  Not every bank charges such a fee, but for those that do, it would appear on the cardholder’s account statement after the transaction as GovPayNet has nothing to do with its imposition or collection.  The CSR further explained to the cardholder that the only fee GovPayNet charged was our $6.75 Service Fee for a total of $106.75 when added to his $100.00 payment amount.  The cardholder was not pleased with this response and disconnected the phone call.    We regularly instruct all Call Center staff on the respectful treatment of our callers and our review confirms this cardholder and his concern were given the proper respect.  Bank fees, however, are a matter between the cardholder and his or her bank and are disclosed to the cardholders in the terms and conditions they receive from their bank when establishing their account.  Any complaint regarding this fee should be directed to the bank that issued this cardholder his card.  Thank you for bringing this to our attention and providing an opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This response does in no way address the fact that GovPayNet chose to process the $106.75 authorized fee amount as a cash withdrawal rather than a credit transaction as per my bank representative's reply to me when I asked why the $3.20 fee was assessed. They said that because GovPayNet had processed, possibly erroneously, the transaction on their end as a cash withdrawal, which it certainly was not, that this caused my bank to follow through as if the transaction was indeed a cash withdrawal and thereafter assess the associated cash withdrawal fee. My bank suggested that I inquire why GovPayNet had selected to treat this transaction as a cash withdrawal and when attempting to do so, the GovPayNet representative reacted as I earlier suggested by being rude, surly and over-talking me threatening to disconnect the call, all the while referring to a $10 cash withdrawal fee which was in obvious error as I had related only the $3.20 fee I was assessed because of GovPayNet's failure to properly process the transaction. Furthermore, I observe this response to be a canned reply which has been provided before to another dissatisfied GovPayNet customer claim currently present on your Revdex.com Indiana website. Apparently this canned response was prepared to answer complaints as I have filed because there must be many more others similarly situated being displeased with the ignominious behaviors of this credit card processor. This should not be tolerated and further follow-up action by your Complaint Department be attended to forthwith.Your prompt attention to this matter is greatly appreciated and I thank you for your time.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hope [redacted] is being untruthful about this transaction having been processed as a cash withdrawal. Accordingly, I have filed a complaint with our Texas Department of Banking and expect an investigation to begin shortly. Maybe our state agency can dislodge Ms. [redacted] from her position and prevent these surreptitious behaviors from occurring with any other Texas consumers utilizing Swanson Services Corporation while depositing to incarcerated individuals who need this service. It is a shame GovPayNet won't own up to their misdeeds and process these transaction in the authorized manners as they should.I will forward any further documents as they are received. Thank you for your assistance.
Regards,
[redacted]

GovPayNet’s system records show this transaction was processed correctly.  We regret that this cardholder was dissatisfied, however, so we are researching further to see if there were problems in the parts of the payment process outside of the service we provide.  We will follow-up with...

this cardholder when we know more.