Intellipayment

We spoke with the customer with regards to her complaint and were able to reach a resolution which we are currently working to finalize.  We reviewed the IntelliPayment Biweekly Plan with the customer and apologized for any earlier miscommunication or misunderstanding with respect to any of the...

benefits or the fees associated with IntelliPayment, as she said she was unaware of the program fee.We strive to always provide customers with all the information they require to make an informed decision on whether or not to enroll in IntelliPayment, whether this is through our marketing collateral, through our enrollment forms which customers sign, or through conversations with our customer support.  We are always looking to improve, and we appreciate the feedback from all of our customers.

We have spoken with the customer with regard to the
complaint and were able to reach a resolution. 
We reviewed the IntelliPayment Biweekly Plan with the customer and
apologized for any earlier miscommunication or misunderstanding with respect to
any of the benefits or the costs...

associated with IntelliPayment.We strive to always provide customers with all the
information they require to make an informed decision on whether or not to
enroll in IntelliPayment, whether this is through our marketing collateral,
through our enrollment forms which customers sign, or through conversations
with our customer support.  We are always
looking to improve, and we appreciate the feedback from all of our customers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

We have spoken with the customer with regard to the complaint and were able to reach a resolution.  We reviewed the IntelliPayment Biweekly Plan with the customer and apologized for any earlier miscommunication or misunderstanding with respect to any of the benefits or the costs associated with...

IntelliPayment.We strive to always provide customers with all the information they require to make an informed decision on whether or not to enroll in IntelliPayment, whether this is through our marketing collateral, through our enrollment forms which customers sign, or through conversations with our customer support.  We are always looking to improve, and we appreciate the feedback from all of our customers.

Review: I purchased a used auto in Phoenix Az. I obtained financing through the dealership ([redacted], Scottsdale Az). The loan was through Capital One Auto. Somehow Intellipayment was the entity that drew payments from my checking account. I did not know that I would be dealing with multiple entities in this deal. I refinanced the vehicle, sent Capital One the payoff, and Intellipayment kept drawing off my account. I called Capital One but could not get a service rep. I then called Intellipayment and was told it was my duty to contact them to stop payments! They said Capital One did not tell them! How many people are going to lose money on this SCAM! They said they would credit my account next week for the payment they withdrew today, but when I asked about the payment they took out 11/** they said that was a service fee for my account! How did they know it was a service fee if they did not know I paid the loan off.Desired Settlement: I want 89.28 that they drew today (12/**/13) back in my account, the rep said they were going to do that. But I also want the 89.28 they drew from my account on 11/**/13 that they claim are for some kind of service fee. This seems to be a shady practice! I will not enter into another financial dealing with this company!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a car in July 2014 and at the time I was set up with a company called intellipayment. They were to debit my account to make sure my payments were received on time to my loan company. I was told it was to make life easier and I would not have to worry about my payments. The first debit from my account was the entire amount of the first payment and then after it would go to bi-weekly payments. The first amount was taken from my account on August *, 2014 and my payment due date was on August [redacted] 2014. Here it is August **,2014 and my payment was not received. Each time that I have called the company I get the response a check was sent. I began calling them after the first debit to make sure everything was in order to make sure my first payment was received on time and each time a check was said to be in the mail. As of now my first payment out the gate is late and my finance company is leaving me e-mail and voice mail messages. I called to cancel my set up with intellipayment and if my first payment has not been made to send my money back in the amount of 346.59. I was also informed that a fee could be charged for cancellation, which I deem to be unfair, due to the fact , my payment was not made on time.Desired Settlement: I would like a refund of the fees that I had to pay intellipayment and/or the amount of my 1st car payment refunded if it was not sent as of yet. I do not want to be charged a cancellation charge, or have any further transactions with intellipayment hitting my account.

Business

Response:

We attempted to reach the customer via phone and email at the details they provided but unfortunately we were unable to speak with them. The customer’s first car payment has been made and applied to their loan account. There was no negative impact on the customer’s loan account as the payment posted within the customer’s grace period.

The customer’s account with IntelliPayment was cancelled on 8/**/14 when they spoke to one of our Customer Support Representatives prior to this complaint being lodged. No cancellation fee was charged and IntelliPayment will not be debiting the customer’s account going forward.

We strive to always provide customers with all the information they require to make an informed decision on whether or not to enroll in IntelliPayment. We are always looking to improve, and we appreciate the feedback from all of our customers.

Review: I was mislead when I purchased a car that my loan would be through Intellipayment to shorten the length of the loan and save me money. I was not informed that they charge a $399 processing fee that is non-refundable after 45 days. The money is taken out after the 45 days and hidden randomly throughout the allocated payments.

For instance: I've had 15 payments of $168.00 and a 334.05 initial payment taken from my bank account. My auto loan has only received 12 payments of $166.05 and an initial payment of 332.09. The totals were $2854.00 / $2324.00 there is $530 missing. I was never told about the $399 processing fee and I would do not believe the "service" of setting up a biweekly payment plan should cost a consumer $399. They also charge $247.65 in convenience fees (1.95 x 127 debits) My agreement also says that my loan would be reduced from 63 to 59 months. After paying 8.5 months I was told by [redacted] and IntelliPayment that I still have 55.5 months left on my loan. The numbers are not in line with any of the paper work and I wish to cancel with a refund of the bogus processing fee. The [redacted] at [redacted] in Poughkeepsie, NY did not disclose the fees and only told me I'd be saving money. I've seen other complaints against IntelliPayment for the same unethical method and it needs to stop. These fees are hidden and deceiving.Desired Settlement: I wish to cancel my IntelliPayment biweekly plan and be refunded the horrendous $399 processing fee. I did not consent to this fee, and it is deemed non-refundable before it is taken.

Business

Response:

We have spoken with the customer with regard to her complaint and were able to reach a resolution. We reviewed the IntelliPayment Biweekly Plan with the customer and apologized for any earlier miscommunication or misunderstanding with respect to any of the benefits or the costs associated with IntelliPayment.We strive to always provide customers with all the information they require to make an informed decision on whether or not to enroll in IntelliPayment, whether this is through our marketing collateral, through our enrollment forms which customers sign, or through conversations with our customer support. We are always looking to improve, and we appreciate the feedback from all of our customers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I have received a refund. Thank you for all of your help.

Sincerely,

Review: Dear Revdex.com, On June **, 2013, I took delivery of a new vehicle from [redacted] in New Jersey. Prior to delivery, I had been advised by the Finance department of [redacted] to enroll in Intellipayment to reduce interest over the life of the loan. Intellipayment withdrew the first payment on July [redacted], 2013 in the amount of $490.66 as stated by the dealer. This payment was not applied to the auto loan until July [redacted], 2013. The amount applied to the loan was $488.71 and the remaining $1.95 was charged as a fee (which I found out after a year) . A second withdrawal was taken on August [redacted], 2013 for $246.31.& thereafter money was withdrawn by Intellipay bi-monthly. Honestly I didn't check the amount withdrawn by Intelliayment & the amount deposited to Loan account untill now when I noticed the service fee of $1.95 with every withdrawal.I was aware that Intellipayment would be withdrawing funds on a bi-monthly schedule, but I was never told about the $1.95 fee for each transaction.

On Oct [redacted], 2013, Intellipayment withdraw $246.31 which was never deposited to a loan account & again on Nov [redacted], 2013, $246.31 was withdrawn from the Bank account however only $89.72 was deposited against the loan account with a short deposit of $156.59. In total, $399 was not deposited to the loan account (after deducting $1.95 Service fee X 2= $3.9). When I called Intellipayment on Sept [redacted] 2014, for checking the difference, that's when I was made aware that they are collecting $399 as a cancellation fee in advance on top of $1.95 service fee for every withdrawal. I was never told about the monthly fees, let alone the $399 cancellation fee, and none of my documents noted this.

Fees of all kinds should be made known to customers upfront as to promote transparency. I would never have enrolled in Intellipayment had I knew about the fees associated with this program.Desired Settlement: I would like to request a refund of the cancellation fee, $399.00.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Intellipayment LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: Dear Revdex.com,

I bought a Honda Accord 2013 from [redacted] in [redacted] on 9/**/2014. The [redacted] there hooked me to IntelliPayment and I said I would pay bi-weekly. I was not told that IntelliPayment was a third party company and I was not told about the fees they would charge. The first payment of $443.24 was taken on 9/**/2014. The second payment of $230 was taken on 10/**/2014 and the third one of $230 was taken on 10/**/2014. I called IntelliPayment on 10/*/2014 for my loan account number and I found out that they were a third party payment company and they did not have it. The first payment $443.24 was sent to the finance company on 10/**, three weeks later than when the payment was deducted and that made me incur additional interest for 3 weeks. That is when I got concerned that payments were being sent late and I called IntelliPayment for clarification because the payment was sent late that caused me to incur additional interest. They said they did not have the loan account number and hence they did not sent it on time. I called today (10/**) again because the payment taken on 10/** and 10/** have not been applied to the loan. I was told that the payment taken on 10/** would be applied tomorrow and the payment on 10/** for $230 is not refundable because they charge a service fee of $399 (not sure of the exact amount) for this payment service. I asked them to cancel my account and I have asked for the refund of $230 which they say is fees for the service. But, I was not aware of that this was third party payment company and I was not aware of the fees they charge. I understand they charge a fee of $1.94 ( not sure of the exact dollar amount ) per payment. They could take $1.94*3 for three payments and give refund me the balance amount from $230.

Regards,

SujaiDesired Settlement: The $399 fee they charge is for the whole payment period of 72 months. I was not aware of that this was third party payment company and I was not aware of the fees they charge. I understand they charge a fee of $1.94 (not sure of the exact dollar amount ) per payment. They could take $1.94*3 for three payments and give refund me the balance amount from $230.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

The [redacted] called me and he was very courteous and suggested that the money would be refunded within two days. It has been refunded. I thank the [redacted] at IntelliPayment for taking an interest in this to resolve this issue. I thank Revdex.com for helping me to get this resolved.

Sincerely,

they are taking payments out of my bank account and not sending them to my lien holder on my vehicle. every time I try to contact them there is no answer

Review: I purchased a new vehicle on September 2015 at a Honda dealership the financing through Honda financing. The dealer brought up this program that Intellipayment was offering where they would split up your payments and make payments every two weeks to accelerate the equity in the car and pay of the car about 5 momths earlier than normal. The dealer mentioned that there would be $1.95 transaction fee per withdrawal over the course of the loan. Well shame on me for being young and naive and signing without reading the fine print that there would be a $399 transaction fee over the course of the loan that I was responsible for paying and for neglecting to realize that the reason that I was paying off the loan faster was not because I was paying down the interest more quickly as the dealer inferred, but rather because I was making extra payments per year (it is kind of like I was making 13 monthly payments instead of 12). So for the privilege of making $1.95 fee per transaction and $399 over the course of the loan, this company will do what any human being can do and make a payment every two weeks. And I call to cancel and they hit me with another $25 fee to cancel, as if they haven't earned enough from me already. I realize I made a mistake while being rushed through the whirlwind that is buying a car, but I find the sales tactics for this product despicable. It is sold not as a service for convenience, but as a way to save money! That is a joke and is completely untruthful.Desired Settlement: I would like a refund of the $399 charge to my account, even if its at a pro-rated rate.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Dear, [redacted] at Customer Support, Ext **

I am very upset with the lack of communication, and miscommunication, I have received from your department pertaining to my account and account scheduling. I was scheduled to make a payment on May [redacted], 2014, prior to which I updated my routing information and was assured that my payments would start the [redacted] and proceed normally. They did not. After a few days of no activity I called customer service (05/**/14) and they told me they were sorry for the miscommunication and that my payment would be made the following Friday and proceed on a biweekly schedule, not back-to-back, the following week. I was astonished to see that today Intellipayment withdrew $217.47 out of my account, after I was told it would be a week from this Friday on the [redacted]. During my phone call with you, [redacted], you had mentioned an email sent with my scheduled payments. The only email I received regarding my payments came in on May [redacted], prior to the mistake, and only informed me of my first and second payment. No updated schedule was delivered post May [redacted] to clarify to the situation. This has affected a very important weekend. I am a Volunteer Firefighter scheduled to attend services and parades that require me to travel and I don't know how this can be done, because of this. The attached schedule that you have just sent me approx 5 minutes after our phone call is the first schedule I have seen. I hope that this situation will be upheld with integrity and my payment be refunded and rescheduled immediately so that I may attend these Memorial Day services.

Regards,Desired Settlement: I want my money back immediately, or my next payment paid for by the company for my inconvenience and ruined civil service plans.

Business

Response:

The customer called on May [redacted] upset that we had

debited him when he was not expecting us to. This debit was a part of his

original payment schedule with IntelliPayment, but he thought that his schedule

had changed after his first scheduled debit on May [redacted] had been

moved to the following week on May [redacted] due to the fact that we did

not have his bank account information. The customer thought that his schedule had changed such

that is first debit would be on May [redacted], whereas IntelliPayment

thought the customer understood that although the May [redacted] debit had been

pushed to May [redacted], he would still stay on his original schedule

with his next debit falling on May [redacted].

When the customer called on May [redacted], he requested

that the debit be refunded to him as soon as possible. We explained that the

earliest that we would be able to refund the money to him was by Thursday of

the following week. This was due to the fact that the money that was debited on

May [redacted] would not clear into our account until the following

Wednesday. Later that day, a customer support representative called and left a voice mail for

the customer asking him to call back and also reviewed ways that he could work

with his bank to return the money that had been debited on May [redacted]

back to his bank account before Thursday. We did not hear back

from the customer regarding this voice mail. It was at this point that the

customer filed a formal complaint with the Revdex.com.

We followed up with the customer on Friday May [redacted]

and confirmed that he had indeed received a refund for the debit that had been

withdrawn on May [redacted]. We again apologized for the miscommunication,

and the customer understood that we refunded the money to him as soon as

possible and that the situation was resolved. We let him know to call us if he needs any further assistance.

Review: Dear Revdex.com,

On May **, 2014, I took delivery of a new vehicle from [redacted] in [redacted]. Prior to delivery, I had been advised by the Finance department to enroll in Intellipayment to reduce interest over the life of the loan. Intellipayment withdrew the first payment on June **, 2014 in the amount of $491.80 as stated by the dealer. This payment was not applied to the auto loan until July *, 2014. The amount applied to the loan was $489.85 and the remaining $1.95 was charged as a fee.

A second withdrawal was taken on June **, 2014 for $246.88 prior to the first withdrawal being applied. When I called Intellipayment, they advised that the first withdrawal would be applied on July *, 2014 and future withdrawals would be applied on a monthly basis. I was aware that Intellipayment would be withdrawing funds on a bi-monthly schedule, but I was never told about the $1.95 fee for each transaction.

A third withdrawal of $246.88 was made on July **, 2014 and a third fee was charged of $1.95. I called Intellipayment a second time to cancel my account as I did not want to pay additional fees each month. I enrolled in this plan at my dealership with the goal of saving money, not incurring unnecessary additional fees. When I called Intellipayment, I was told that they would refund the third withdrawal of $246.88, but that my second withdrawal was a cancellation fee. I was never told about the monthly fees, let alone the cancellation fee, and none of my documents noted this. I was told by Intellipayment that the cancellation fee was $399, but they would only take my withdrawal of $246.88.

In total, Intellipayment withdrew $985.56 in one month and only $489.85 was applied to my auto loan. Fees totaled $5.85. Fees of all kinds should be made known to customers upfront as to promote transparency. I would never have enrolled in Intellipayment I knew about the fees associated with this program.Desired Settlement: I would like to request a refund of the cancellation fee, $246.88.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I spoke with [redacted] from Intellipayment on Thursday, August **, 2014 and he was very professional and courteous. [redacted] informed me that I will be receiving a refund of the $246.88 in 2-3 business days.

Sincerely,

Review: They withdrew money from my bank acct and never paid the bank holding the lease. They said they kept the money because it is a fee that we have to pay. The bank that holds the lease said that they were missing a payment from us. We had to pay this payment. We are out 81.50.Desired Settlement: Return of 81.50.

Business

Response:

We have spoken with the customer with regard to the complaint and were able to reach a resolution. We reviewed the IntelliPayment Biweekly Plan with the customer and apologized for any earlier miscommunication or misunderstanding with respect to any of the benefits or the costs associated with IntelliPayment. We strive to always provide customers with all the information they require to make an informed decision on whether or not to enroll in IntelliPayment, whether this is through our marketing collateral, through our enrollment forms which customers sign, or through conversations with our customer support. We are always looking to improve, and we appreciate the feedback from all of our customers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was talked into signing up for intellipayment on may ** 2015. When I purchased my first new car. I was told this biweekly plan would help me pay off loan faster and save me tons on interest. So I went with it. Not knowing there was a fee for enrollment or being provided with that informarion. My first fee was $340 and the biweekly amount was 170 and change. My first full debit out of my bank account was not even applied to my first payment. What happened to that money? I guess it was their enrollment fee of 399$. I had been paying my car for about 6 months now and have only paid a little over 1,000$. I definetly payed more than that with a car payment of 336$ a month. I recently cancelled their plan and was charged a fee of 25$?. I dont understand. The rep said I was losing out on 500$ of interest savings when the original quote was 2,000$ in savings. Things dont add up to me.Desired Settlement: I want my enrollment fee of 399$ refunded to me and my 25$ dollar cancellation fee which doesnt make any sense to me.

Business

Response:

We have spoken with the customer with regard to the complaint

and were able to reach a resolution. We

reviewed the IntelliPayment Biweekly Plan with the customer and apologized for

any earlier miscommunication or misunderstanding with respect to any of the

benefits or the costs associated with IntelliPayment.We strive to always provide customers with all the

information they require to make an informed decision on whether or not to

enroll in IntelliPayment, whether this is through our marketing collateral,

through our enrollment forms which customers sign, or through conversations

with our customer support. We are always

looking to improve, and we appreciate the feedback from all of our customers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On January **, 2014, I entered into a contract requiring the utilization of Intellipayment. I signed a one sheet contract, was informed of a minimal collection fee attached to every payment they made/debited from my account and was fine with it. I had called Intellipayment to finalize the process for repayment of my car loan and no mention was made of additional fees. I spoke in depth with the young man making sure that the correct company received all payments and we even touched base on the additional $1.95 on each debit as a "convenience fee" and I was fine with it. The initial payment was withdrawn on 2/**/2014 and an additional $199.50 every 2 weeks after that. I continuously monitored my auto loan account online and saw one payment made. An additional $598.50 has been withdrawn and no payment made so I called again to see if I understood the process for payments completely. At this time, over 45 days after the original signing of the contract and a month after speaking to a customer representative at Intelipayment, I am informed that there is a fee of $399 to use their service along with an additional $1.95 per debit totaling $526+ over the course of the loan. It is unethical to not disclose this information at the start of the contract regardless of whether the dealer gave all proper forms or not. I was on the phone with the company establishing contact within an appropriate amount of time and was not informed of such a charge as I should have been. With the present state of the economy it is best to know of all hidden charges up front so as to plan properly. I am very disappointed with this current situation and am having a difficult time understanding why a company that has been established as long as it has been has a difficult time disclosing these facts within their predetermined deadline for refunds as had they told me of this in February and I decided to not use them, I would still have the additional $199.50 they state is no longer refundable due to the 45 days passing.Desired Settlement: I want an explanation as to why they did not disclose this information to me in February as they should have while I was on the phone with them and I want all monies refunded as the service they are supposed to provide is not really saving me any money or time. The service they provide is not worth over $500 to me.

Business

Response:

We have spoken with the customer with regards to her complaint and were able to reach a resolution. We reviewed the IntelliPayment Biweekly Plan with the customer, and based on the benefits that she gains from the program, she decided to remain an active IntelliPayment customer.

We apologized for any earlier miscommunication or misunderstanding with respect to any of the benefits or the costs associated with IntelliPayment. We refunded $199.50 which was the portion of the customer’s funds that had gone towards the deferred program fee, of which she said she was unaware.

We strive to always provide customers with all the information they require to make an informed decision on whether or not to enroll in IntelliPayment, whether this is through our marketing collateral, through our enrollment forms which customers sign, or through conversations with our customer support. We are always looking to improve, and we appreciate the feedback from all of our customers.

Business

Response:

We have spoken with the customer with regards to her complaint and were able to reach a resolution. We reviewed the IntelliPayment Biweekly Plan with the customer, and based on the benefits that she gains from the program, she decided to remain an active IntelliPayment customer.

We apologized for any earlier miscommunication or misunderstanding with respect to any of the benefits or the costs associated with IntelliPayment. We refunded $199.50 which was the portion of the customer’s funds that had gone towards the deferred program fee, of which she said she was unaware.

We strive to always provide customers with all the information they require to make an informed decision on whether or not to enroll in IntelliPayment, whether this is through our marketing collateral, through our enrollment forms which customers sign, or through conversations with our customer support. We are always looking to improve, and we appreciate the feedback from all of our customers.

Review: I was recommended to use this company for bi weekly auto payment debits by my auto dealer. The first biweekly payment they took was not applied to auto loan and when I called they told me it was for a fee.....The only fee I was made aware of was a $1.95 fee when the debits were made bi weekly......I called my auto dealer to complain and they called IntelliPayent and stopped the deductions and told me I would get my payment of $154.59 back from them.....It has been 2weeks and I have yet to receive my money back into my bank accountDesired Settlement: I want my money put back into my account that was wrongfully taken...when I called to initially set up account with IntelliPayment they made no mention of any other fees except for the $1.95 which I feel is scamming people out of their money

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Car payment was late; company sole function is to pay on time. Also does not disclose the costs of services; was told of the $2 everytime payment was pulled from account, was not told that 2 payments go to them and not car finance company. Was even misled anf told those extra payments went to my car company which was false. Not only no refund of the $200 taken, but charged a $25 cancellation fee. Services not rendered if my payments are lateDesired Settlement: Refund-Credit Card Credit

Consumer

Response:

Would like the $177 returned and better clarification for future consumers.

Business

Response:

We attempted to reach the customer by phone (###-###-####) and email ([redacted]; [redacted]) a number of times between 4/**/14 and 4/**/14 per the communication log below. We left a number of voice messages but were not able to speak directly with the customer.

4/**/2014 4:07:16 PM Called Customer and left a voicemail to confirm we’d processed refund.

4/**/2014 12:31:39 PM Called customer and left a voicemail asking them to call us to confirm they'd received funds from refund and that we wanted to touch base to ensure that we'd done everything on our end to resolve the issue

4/**/2014 5:53:19 PM Called customer and left a voicemail.

4/**/2014 5:54:47 PM Email Sent to: [redacted]

4/**/2014 10:13:38 AM Called customer and left a voicemail, also sent an email to [redacted]

4/**/2014 4:38:52 PM Called customer and left a voicemail.

4/**/2014 6:56:32 PM Called customer with no answer

4/**/2014 10:10:08 AM Called customer and left a voicemail

4/**/2014 5:07:07 PM Called customer with no answer

4/**/2014 10:57:32 AM Called customer with no answer

We wanted to review any earlier miscommunication or misunderstanding with respect to any of the benefits or the costs associated with IntelliPayment. We refunded $177.45 which was the portion of the customer’s funds that had gone towards the deferred program fee, of which she said she was unaware, on 4/**/14 to the same account that we had on file for the customer.

We strive to always provide customers with all the information they require to make an informed decision on whether or not to enroll in IntelliPayment, whether this is through our marketing collateral, through our enrollment forms which customers sign, or through conversations with our customer support. We are always looking to improve, and we appreciate the feedback from all of our customers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I called on Monday 1/**/14 to cancel my automatic intellipayment because I was not informed about the $1.95 they charge to take money out of my account to pay my car payment. They said that my account had been canceled and I asked when that would go into effect imediately and also asked them when I would receive my money they said IMEDIATELY. So I checked my account later that day no money. Checked the next day still no money so I called Tuesday and talked to another person who said that I called on Tuesday when I really called on monday so there they have their information messed up there and that the refund takes a couple days I said thats fine so I should have it by Friday 1/**/14 they said yes. I checked Friday morning at 8:30am/10:00am/2:00pm and still NO MONEY! At this point im getting very agravated because im getting nothing but the run around from these people. I call back on Friday around 4 pm. I speak to another person who was suppose to be a supervisor. He told my that it takes a couple of business day for the transaction to process then said that I should have it by the end of friday if not then monday. I said fine if I dont have it monday im calling back. Monday 2/**/14 rolls around checked all day monday still no money. I call again and speak to someone else. who again told me that I called on Tuesday to cancel my account I said no I called monday because I made several other important phone calls that day and this was one on my list. He then proceeds to tell me that when I called monday/tuesday whatever day it was my request to cancel my account was taken care of but my REFUND wasnt processed until FRIDAY around 4pm when I called to complain that I have yet to recieve my money after being told 3 different times 3 different answers. Why on earth does it take 3 extra days to cancel an account and have someone process my refund when I call them. The whole point in calling them on Monday was to cancel my account and get my refund back before my car payment is due. The guy on the other end of the phone on Friday was also very rude and kept cutting me off.Desired Settlement: That is no way to run a business. Somewhere along the line the employees need to be trained better on how long it takes for the refunds to actually process and end up in someones account. telling my that it is going to hit my account immediately is false and very misleading.

Consumer

Response:

The issue has been resolved with a full refund.

Review: My husband and I purchased a 2014 Prius in August of 2014. We were offered this great deal from the finance office that we could use their service (IntelliPayment) that would deduct half the cost of the monthly payment bi-weekly from my personal bank account; this would ensure that the car was paid off sooner. I was not informed that there would be a $399.00 fee associated with this service. I was however informed of the processing fee of $1.95 which I had no problem with because they were providing a service and that is a normal price when auto-drafting funds from a bank account. I was reviewing the payments deducted from my bank account against what Toyota had received and found that they did not receive a payment and another had been short paid. So I called and discussed the situation with Toyota in late December (2014). The person I spoke with informed me that I would have to call IntelliPayment directly because they were not associated with them in any way. I came to the realization that the finance department had set the account up on my behalf but did not inform me that they were a third party. I contacted IntelliPayment on 1/*/15 and discussed the situation with a gentleman that explained to me that the missed payment was the first fee and the short payment was the remaining balance. I hung up with him and reviewed the account further and found that I could just make the bi-weekly payments on my own without their service and the fees associated with it. So I called again and cancelled the policy and while on the phone the woman explained that there would be no refund because they feel the service was already provided. Then I found out that they would be refunding the car payment deducted today (1/*/15) but it would not be deposited back into my account until 1/*/15 which in turn would make my payment late.Desired Settlement: I am requesting a refund because I feel the service and fees associated were not explained accurately to me and I have never been contacted by IntelliPayment to confirm the setup of the account or my identity. The term of the loan was going to be 60 months divided into $399.00 would be $6.65 a month. I am requesting a refund of $372.40 that is $399.00 minus the 4 months ($26.60) of service they have already provided.

Consumer

Response:

Intellipayment has processed a refund and I just want to make a comment that MK with Intellipayment is truly a great customer service rep.

Sincerely,

[redacted]n