PayLease

We apologize for any inconvenience this situation has causedThe Customer Service Manager will be reaching out to you today for further account review

Our refunds department attempted to issue the refund and it was determined that the chargeback was already made [redacted] already took this fee from PayLease and it is up to them to credit Mr [redacted] 's account Mr [redacted] will need to contact [redacted] to determine why this refund has not been issued.We do apologize for any inconvenience this has caused.Best regards, [redacted] Manager, Resident Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI have attached the requested bank statementWould like to note two charges on 3/03/to [redacted] for the amount of $each I acknowledge the initial charge is my responsibility so I will show a running tally to show how I get my figure so so far we are at $of unapproved charges on 3/08/ two more charges at $each putting the tally at $on 3/10/more charges each putting the tally at $I had charges on the 11th but I was able to get those refunded by the bank so they no longer show up on my account for the new total is and not the $i previously requested Regards, [redacted]

Dear Mr [redacted] ,When an AutoPay is created the transaction will process at midnight on that dateBy the time you logged into the system to alter your bank account information, the transaction had already processed causing a double payment to be made.We do apologize for any inconvenience that this caused you, however, this fee was legitimate and is non-refundable.Please let us know if you have any further questions.Best regards,

Hello again Ms***, I can confirm this payment was refunded back to the card ending in # [redacted] on January 20th, (please see attached)As mentioned in my email on January 19th, 2016, we do apologize for the delay in the fee refundAs the original payment had already been refunded, our accounting department has to work with the credit card processor directly to initiate a second refund for the feeThis is what caused the delayI have also sent a follow up email to you yesterday January 20th, 2016, stating that the refund has been processed and it may take 1-business days for your credit card company to release the fundsIf you have any other questions or concerns please feel free to contact meThank you

Dear [redacted] ,We have accessed your account and you do not have an e-mail address on file, therefore, you would not have received a notification. As the third-party payment processor for your Property Management company, you would have received those notifications simply as a courtesy. Your bank... should have notified you of any and all bounced payments, this is not the responsibility of PayLease.If we can further assist you in any way, please feel free to reach out to us.Best regards, [redacted]

?Thank you for contacting PayLeaseAccording to our system, this payment was returned by your bank with the code R03-No Account/Unable to Locate Account Most typically what this indicates is that the account number was not entered correctly To verify the account number used, you can call us at [redacted] If you believe the account number is correct, please contact your bank directly Please note the $NSF fee is only charged by PayLease if the payment had been returned for insufficient funds, which this was notAny fees that you have incurred for this returned payment will be from your Property Management companyPlease let us know if you need further assistance

Resubmitting:
We have been forced to contact and file a complaint with the Attorneys General office for our state. We have attempted to work through the apartment rental office numerous times, and confirmed with them that the errors were with Paylease.com. The rental office manager advised that they were contacting Paylease.com on our behalf to correct the errors Paylease made, and would work out the details with them, as Paylease has a system that apparently is not able to accept partial payments. We were on hold for anout a half hour with the office manager and he finally hung up on Paylease as no one came back on the line to speak with him. We made a partial cash/cashiers check payment to the local apartment rental office, and went online to Paylease.com to pay the balance. Apparently there is a “glitch” in the Paylease.com system which does not allow anything other than full rental payments. Rather than accepting the online payment, the system repeatedly accepted only a $25 payment and deducted that from the balance due. Rather than noting it as a partial payment, it incorrectly noted it as a “non-sufficient funds charge”. This occurred twice. The office ledger noted our amount due, correctly, as $50 less than originally owed, and this was confirmed by the rental office, however Paylease.com kept noting it as an NSF charge. For some odd reason, the office required that we pay that $50 pending the rental office (Scotia Group) clearing this matter up with Paylease. We paid this (although in hindsight should have refused to do so) so they still owe us that money back. But regardless, after all of this was taken care of, they are now requiring that we pay them in excess of $500. late charges and NSF fees even though they acknowledged that the rent was paid on time and there were no NSF fees due.

The lease states the NSF fee amount is $75. There is NO allowance anywhere for a $25 NSF charge. The office manager at the Lewis Hotel/ Scotia Group acknowledged this and that he had never seen such errors made by Paylease.com before. As Arizona is a one party permission state by law, we recorded these conversations. We also provided the office manager with bank records/screenshots of the bank account to show that there were more than sufficient funds available to pay the rent at all times. He looked at and retained copies of same. He also showed us the ledger that confirmed each time we attempted to pay our rent, the additional balance due, in a timely fashion, Paylease deducted $25 from our balance due, rather than charging the additional $25. This is proof that the ERROR WAS ON THEIR END.

This is tantamount to criminal activity on their part.

Anyone using pay lease.com in the future should be aware of their operations and the fact that they are aware of their errors and continue to charge exorbitant amounts of money that they know they are not entitled to. Only gave one star because I could not submit this with zero stars.

We Have been forced to contact and file a complaint with the Attorneys General office for our state. We have attempted to work through the apartment rental office numerous times, and confirmed with them that the air was with pay lease.com. Even the rental office advised that they were contacting pay lease.com on our behalf to correct the errors pay lease made, and would work out the details with them, as pay lease has a system that does not except partial payments. We made a partial cash payment To the local apartment rental office, and went online to pay lease.com to pay the balance. Apparently there is a glitch in the pay lease.com system which does not allow anything other than full rental payments. Rather than excepting the online payment, the system repeatedly except it only a $25 payment and deducted that from the balance due. Rather than noting it as a partial payment it noted it as a nonsufficient funds charge. This occurred twice so the ledger noted our amount due was $50 less than originally owed, and this was confirmed by the rental office, however Paylease.com kept noting it as an NSF charge. For some odd reason, the office required that we pay that $50 pending them clearing this matter up with Paylease, which we did, so they still owe us that money back. But regardless, after all of this was taken care of, they are now requiring that we pay them in excess of $500. late charges and NSF fees even though they acknowledge that the rent was paid on time and there were no NSF fees due. Please note that pay lease is charging $25. allegedly for NSF even Though the lease states the amount is $75. There is no allowance anywhere for a $25 NSF charge. In addition the apartments, Scotia group, is charging an additional $75 per NSF transaction of which there were none. Therefore a combined they are charging $100 for each NSF fee. Though the lease states the amount is $75. There is no allowance anywhere for a $25 NSF charge. In addition the apartments, Scotia group, is charging an additional $75 per NSF transaction of which there were none. Therefore combined they are charging $100 for each “NSF” fee. None of these were actually an SF situations, but as stated previously, partial payments made online where Paley’s except it only $25 rather than $735 that we were attempting to pay. The office manager at the Lewis Hotel/ Scotia Group acknowledged this and that he had never seen such errors made by Paylease.com before. As Arizona is a one party permission state by law, we recorded these conversations. We also provided the office manager with bank records/screenshots of the bank account to show that there were more than sufficient funds available to pay the rent at all times. He looked at and retained copies of same. He also showed The ledger that confirmed each time we attempted to pay our rent, the additional balance due, in a timely fashion, that pay lease deducted $25 from our balance due, rather than charging the additional $25. This is proof that the air was on the part of pay lease.com. The ledger that confirmed each time we attempted to pay our rent, the additional balance due, in a timely fashion, that pay lease deducted $25 from our balance due, rather than charging the additional $25. This is proof that the error was on the part of pay lease.com. Even though they confirmed that the error was on their part, they are attempting to force us to pay in excess of $500. This is tantamount to criminal activity on their part. Anyone using pay lease.com in the future should be aware of their operations and the fact that they are aware of their errors and continue to charge exorbitant amounts of money that they know they are not entitled to. Only gave one star because I could not submit this with zero Stars.

Online PayLease is HORRIBLE! If there were something lower than the one star, above, then I would've selected it. Over the years, I've had repeated problems with this outfit. I couldn't figure out what was going on and PayLease couldn't return the money to my account but, rather, said, "Don't pay for next month. Your having paid double this month will take care of next month's charges." PayLease is INFLEXIBLE and is not at all user friendly. My current problem has to do with changing my card number. I've entered the new number. Then, I tried to delete the old one. (I had to change card numbers because of a recurring monthly debit about which I knew nothing. My bank put a stop on the old and issued the new card because the old one had, evidently, been compromised.) But for some reason, I got this "error message:" "This Account is linked to an active AutoPay. Please cancel the AutoPay before retrying this deletion." Does anyone understand what in hell PayLease is talking about? I can't merely delete the old card number once I add the new one? I've entered all the data for the new card and now I have to delete it when I delete and begin all over and create a new auto pay? Anybody else think PayLease has a terribly designed computer program? And, on top of all this, PayLease doesn't give the consumer a telephone number to get in touch with them. I wonder why? It's because PayLease would have 24/7 flood of complaint calls. Instead, I have to go through my condo owners association to get through to PayLease people. And then PayLease makes money off of those who pay by bank card by charging an additional fee of what is it currently? $12.99/month?

I have gotten in touch with our refunds department and have escalated the issue to get addtional information as soon as possibleI will respond with the outcome as soon as I have the data I need to do soI do apologize for the delay

Revdex.com, our initial response is the same We are here to help if needed Thank you very much

Thank you for your follow upYou may send any supporting documentation, along with a signed letter issued by your bank, with their company letterhead, to *** All future correspondence can take place through this same emailThank you

I have attached a screen capture from the payment submission page that has the disclaimer about the NSF feeAlso here is the same information from our website. Per the terms
and conditions of use agreed upon by each user prior to submitting a
payment on the PayLease system, a $Non-Sufficient Fund (NSF) fee
will be charged to the account holder should a payment be returned for
this reasonThis NSF fee disclaimer is displayed to the user on the
confirmation page where the user reviews the payment details and has an
option to either “SUBMIT” or “CANCEL” the paymentBy submitting the
payment, the user agrees to the terms and conditions of our NSF policy
displayed below.** If a payment is cancelled after it has processed to
the account holder's bank and the payment is returned for NSF, the NSF
is still assessed to the account holder as the cancellation was received
after the payment processed

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Made the call to speak with customer service manager per their request Put on hold for over 1/hour when someone finally came on the line, I was treated with disrespect I never knew if I got thru to the CSManager as I was put thru to several different people Finally a M Padilla requested I send to her via email further proof of my claim, plus my phone number This was done I never heard from them againI sent another follow up email but heard nothing I have researched this company and their policy of charging exorbitant fees is an ongoing issue I suppose when there is a class action lawsuit against them they may change there policies Suffice it to say I will never use this company to pay my rent again
*** ***

We
apologize for the inconvenience this situation has caused. In order to
assist you further the Customer Service Manager will continue to reach out via the email address provided

***, Thank you for reaching out to us with this issueWe have confirmed that our internal system shows the fee has been refunded however, it was in fact not processed correctly (see attachment)This is what our agents see The accounting department has confirmed to me the charge was
then disputed by your bankWe will absolutely be getting that back to you, if it has not already been refundedI do apologize for the delayThe chargeback/dispute process does take longer than a typical refund as it has to go through a few departments and processesCan you please check to see if the $has been refunded?If not please let me know, I am staying on top of this for youIf you have any other questions or concerns you can call PayLease and ask to speak to the supervisor of the escalations department in the corporate officeWe have spoken with our agent and assure you PayLease does everything we can to ensure all of our callers are treated professionally, and with respect

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meThe business has refunded my $as of 9/27/Thank you for your prompt response and assisting me with resolving this issueThis complaint may now be closed.I hope in future purchases that the business fully and clearly discloses the fee added if a credit card or debit card is used for payments.
Regards,
*** ***

Dear Ms***,My name is *** *, and I am the Customer Service Manager for PayLease. I'm very sorry for the recent experience you had with our call centerOur goal is to provide an easy avenue for you to make payments and have a friendly experience while getting additional supportAdditionally, I want to apologize for the long wait, we had been experiencing higher than average influx of calls.I have spoken with Marcela and she has forwarded your screen shots to meI have also followed up with the account manager for *** *** *** ***ntI have confirmed PayLease’s fees are fully disclosed before a resident
authorizes a payment through *** *** websiteThe payment flow allows a
resident to cancel a transaction at any point before submission and authorization If
a resident prefers not to pay our fees, he or she can simply close out
the web page and pay by other means that do not incur fees.I see that the payment has been refunded (minus $72.95) at the request of your property managerI will be contacting the person in charge of handling property management issues, and I will follow up with you directly, via email, to see if there are any other options we can provide to youThank you for bringing this to our attentionI will be in touch*** *

Good morning,The credit of $was issued 04-06-to *** in the form of a chargeback (we had to pay *** as they had already issued the $to Mr***) which should have appeared on his credit card statement at the end of the April billing cycle, May at the latestThe last digits of the card are *** will need to be contacted to dispute this if it turns out they have not issued the credit to Mr***. Please let us know if we can provide any additional information to you. Best regards,*** ***