PayLease

We apologize for the inconvenience this
situation has causedWe acknowledge our error and are willing to
compensate the customer for some of her fees or expenses, for which we
need appropriate documentationThe Customer Service Manager for PayLease has reached out via the telephone and email
to discuss this issue with the customerWhile PayLease is eager to reach an amicable solution, the
customer does not want to provide proof of fees she may have incurred.
This information is necessary in order to resolve the issue. The
customer has requested that we no longer contact her since she is handling the issue with her bankPayLease is more than happy to assist and can be reached at 866-729-

We
apologize for the inconvenience this situation has causedI, the customer service manager *** ***, will be reaching out directly to assist with this issuePlease provide me with the best date and time to call Monday-Friday within the hours of 7:am-4:pm PST

*** -Please again accept our apologies for the inconvenience you’ve experienced with our systemWe appreciate your patience as we work through this issueThis response is in reference to complaint #***Because the charge was disputed with your credit card company, rather than directly with PayLease, the credit card company has up to days to process the refund of $Unfortunately this part of the process is beyond our controlIf you do not see this refund processed by July 25, (days from the date the refund was requested) please reach back out to us and we’ll be happy to assist in any way we can

Thank you for your emailI have opened a ticket with our engineering department to look into any software glitches that may have potentially caused any issueAt this time there are no other issues reported on the AMC portal Typically for transactions returned for insufficient funds the
PayLease $fee is non-refundable as per the agreed to terms and conditions It is my understanding that first returned payment is not the issue but the second correct? Have the $worth of bank fees been incurred from the "approved" returned transaction? PayLease will not be responsible for any fees from the first returned transaction. Can you please email your contact information, full copy of your bank statement, and the effected transaction number at *** attention *** Thank you

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
I would like this case to remain open until the time specified by the business because IT IS NOT YET a closed caseI am still waiting for a resolutionIt is unbelievable that I have to deal with this matter for over 3-months when this was initially an agent error on their partI have never ever opened up a case with Revdex.com but I felt that I was getting no where with PayLease, thus why I disputed the charge with the bank and opened up a case with Revdex.comI hope somebody comes through for me here Thank you
Regards,
*** ***

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
Regards,
*** ***
I have confirmed on both occasions with the bank that the account number is correct and also had an email from your company stating that the account number is validYour investigation is incorrectI can fwd the email sent from *** Resident ServicesPayLeaseE |***

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
they have yet to give a refund
Regards,
*** ***

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
I did not refuseI couldn't understand why they wanted a copy of my whole bank statement and not just a report from the bankI also talked to my bankThey are investigating the matterThe company was not authorized to fo the refund and was told in writing and by voice mail to not do anything else until they called me firstA day later after pm, they said they reversed the refundAnd then today after being told again to remove all account information again and telling them to not doing anything else, they credited my account I wouldn't have been notified if I hadn't contacted youThe gentleman didn't make his matter clear and kept asking weird things.The refund was misread by my accountant It didn't say pay leaseMy account on paylease said two refunds were givenOver My landlord was never notified of the refund or errorsI got one phone call after the effectThey need to be held accountable for their errorThe emails I received after I notified y'all gave the impression they were not joint to do anythingI have specifically told them to erase all bank info and to send refunds to me via mailI said when I got paid I would go pay that refund so that my bank sc out wouldn't be messed upThey made the error and all they did was sayThey'd give employees a slap on wrist for their carelessness.I was going to send the feesBut my bank said no
Regards,
*** ***

Dear ***, We apologize for the frustrations you’ve experienced with our systemWe take customer service very seriously and are disappointed to learn about your negative experience with our teamWe are constantly striving to improve and will use your constructive feedback to do just
that. We have reviewed your issue and would like to extend a refund of $as a one-time courtesy to youWe are processing the refund today, July 14, 2016, and it should appear in your account within the next business days. We are also re-evaluating the placement of our existing ExpressPay disclaimer per your suggestionThe current disclaimer states: "ExpressPay will post funds to the management company’s account in business day when the transaction is initiated before the cutoff timeCutoff times are 5:pm EST for ACH transactions and 6:pm EST for credit card transactionsPayments initiated after the appropriate cutoff time will post to the management company’s account within business day starting the following business daySaturday, Sunday and Bank Holidays are not considered business daysFor example, an ACH transaction initiated on Monday at pm EST or a credit card transaction initiated at 7:pm EST will begin processing on Tuesday and will be available to your management company on Wednesday.” We are constantly updating our system and are now reconsidering the placement of this disclaimer to ensure other users do not miss it. Thanks again for reaching out and providing constructive feedbackWe apologize again for any inconvenience that was caused. Tell us why here

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
The business is trying to remove communication through the Revdex.com, which is not appropriate since their failure to respond prior to Revdex.com interventionI can provide attachments here, so it makes sense to continue through the Revdex.com.As the company has all of my banking information, they will be aware that my bank has no physical consumer locations from which to request such a documentI could email and try to request it, but there is no guarantee they have any mechanism to provide such documentationI have provided the balance that day (and the next day) showing a balance in excess of $at all times (the scheduled debit was $1800)The monthly bank statement does not include daily balance information
Regards,
*** ***

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
I'm sorry to keep bothering you but need to reopen case again because there is still no refund and I didn't get the chance to respond to the messageThey said it will be 1-days for a refund and I have yet to see a refundI don't know what kinda games this company is playing but I am getting fed up with it.I need to know how the are trying to refund the amountAre the trying to put it on the same card that we used before and if so I need the last four so I can verify because we have had to close a couple of the cards and get issued new onesMaybe that is why we aren't getting the refundRegards,
*** ***

Good afternoon,We do apologize for the issue that was caused with this transactionThe property management company submitted a refund authorization to us on April 6th with the refund processed on April 11thWe unfortunately do not have the ability to expedite a refund and normally will take the
full business days. PayLease waived all NSF fees if the payment had been returned for any reason.Again, we do apologize, but we did do everything on our end that we possibly could to have your funds returned to you as soon as possible

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 me because there is nothing that this company can do to resolve the issue. After PayLease finally responded, I was made aware that the leasing company, *** Management is responsible for this action.Thus I will consider this complaint against PayLease, resolved
Regards,
*** ***

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 your inquiry.  The PayLease system shows that your January 19th, 2016 , payment was returned by your bank for insufficient funds.Per the terms and conditions of use agreed upon by each user to utilize the PayLease system, there is a non-refundable $25.00 NSF fee assessed to the...

account holder in the event a payment returns for NSF by the account holder’s bank. On each confirmation page it states:** E-check Transactions: In the event that my bank returns this transaction for Insufficient Funds (NSF), I authorize PayLease to assess and process an automatic $25.00 NSF Fee to the same account from which this payment was initiated.During your call on the 20th, the payment would have still been in the processing stage and the agent would not have had any return notification to provide you. The Federal Reserve and your bank take up to 4 business days to send us a return notification.Please advise if you need further assistance or clarification. Thank you.

Dear [redacted],Thank you for reaching out regarding this matter. PayLease is a third-party payment processor that is an optional service. Should you prefer to not pay the processing fee, we would recommend that you contact your property manager to make another arrangement. The...

processing free that you were charged was based on the standard $9.95 processing fee, plus the additional $2.95 as you opted for one day processing.We apologize for any rudeness that was encountered and we can assure you that has been addressed as we pride ourselves on the highest level of customer service at all times.Should you require any additional information, please do not hesitate to reach out.Best regards,[redacted]

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 resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As stated in the original complaint, there are two problems with the statements of this business. First, the account had and has the balance available, always has, and I can prove same with dated documentation. There was no basis for an NSF notification. Second, the agent stated that the payment was fine, not "pending", not "maybe fine", and even reissued it on the phone to show same. This also is all documented in the updated pay schedule issued during the first call with the agent. The company made two false statements to try to avoid issuing a refund. Therefor, their action is not satisfactory. I have terminated my relationship with that business, so the only remaining action to resolve the complaint is a refund of the $25. Its presence in the agreement has no bearing on my case, because there was no NSF state and I have all the bank documentation to prove it. Let me know where to send it.
Regards,
[redacted]

Dear Mr. [redacted],We sincerely apologize for the delay in responding to your message. This was an oversight on our part and regret that you have had such a delay.We will gladly refund you the $43.95 to the bank account that we have on file for you. This will be processed tomorrow (9/26) and usually...

takes 5-7 business days for the funds to appear in your account.Thank you for your patience and understanding.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 resolved. I have attached the requested bank statement. Would like to note two charges on 3/03/2016 to [redacted] for the amount of $29 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 $29 of unapproved charges on 3/08/2016  two more charges at $29 each putting the tally at $84 on 3/10/2016 2 more charges 29 each putting the tally at $142 I had 2 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 142 and not the $203 I previously requested. 
Regards,
[redacted]