Plastiq, Inc.

I have used Plastiq for months nowEverything went well the first monthThis month I thought it was odd that I did not get the usual email of, "Your check has been sent." I contacted Plastiq via Chat (since this appears to be the quickest way with no live contact with a human) to confirm that a check was indeed sent, and it wasI have car payments with ChaseFor last month and this month, I made a car payment using Plastiq one day and another payment the day afterLast month, my car payments posted to my account one day after each otherThis month, my car payment posted a week later as suspected but my other car payment is now late and after the grace periodPlastiq processed a payment on November and mailed out a check on November 7, or so they claimIt is now November and no payment has posted to my accountPlastiq offered to cancel the check and refund the moneyREALLY? This is a solution??? Terrible, terrible, terrible service

Be careful! I have been following up with Plastiq for days without success as a payment has not been delivered to the third party service providerSuccessful dealings with Plastiq customer service is virtually impossible due to the fact that one receives error messages when trying to submit a support ticket or initiate a customer chatFurther there is only a recorded message when one calls in personIt's been an extremely frustrating and disappointing situation which is still awaiting resolution

Initial Business Response /* (1000, 9, 2015/10/02) */
Please do not send us faxes, please email my account directly
This payment has been refunded last month
Customer responded AUG 28TH, AT 8:AM via Email
Location: USA (***, **)
On page:
https://www.plastiq.com/app/#/login
IP address: ***
I am new to PlastiqI sent two electronic payments on 8/As of today, 8/28, neither payment has been received, despite Plastiq's assertion that electronic payments take 3-business daysPlease advise
Plastiq Responded: (***) AUG 28TH, AT 2:37PM
Hello,
Thank you for reaching out to us here at Plastiq, I'm very sorry for the delay in payments
I have reviewed your account and see that these payments have been processed and received by Wells Fargo Education Financial Services and Wells Fargo Home Mortgage
We appreciate your feedback and will always strive to deliver payments in a timely manner
Feel free to let me know if you have any other questions, I'm happy to help!
Customer Responded: AUG 28TH, AT 2:46PM
***:
Thanks for your responseHowever, I don't know where this leaves me, as I telephoned Wells Fargo this morning and they continue to confirm and maintain that they have received no payments
Please advise
*** ***
Customer reached out to us on AUG 28TH, AT 3:PM via Live Chat
Location: USA (***, **)
On page: https://www.plastiq.com/help/
IP address: ***
Talked with: ***
*** C *** (***@hotmail.com)
03:I have two payments made 8/Plastiq says they've both been received by the merchants-Wells Fargo says they have not received themThis is leaving me between a rock and a hard placePlease advise?
***
03:HellO!
03:Sorry to hear that, let me investigate
03:Just a moment please
03:It looks like your payment was sent out yesterday
03:Apologies, not yesterday
03:Wednesday
03:Both were
03:Should arrive mid next week
*** C *** (***@hotmail.com)
03:Why would Plastiq assert that electronic payments will arrive in 3-business days then? That is not 3-business daysMid next week is 9-business days, or XXX-XXX% longer than Plastiq's representations
***
03:Apologies, but that is the estimated delivery time
*** C *** (***@hotmail.com)
03:These payments are due 9/If I incur late fees, will Plastiq be covering them?
***
03:We certainly will
03:Part of our payment guarantee
*** C *** (***@hotmail.com)
03:Can I have a copy of this chat log emailed to me please
***
03:YesWould you like for me to send it up to this point or wait until the chat ends
*** C *** (***@hotmail.com)
03:At this juncture, these are all the questions I havePlease email now and I will end the chat
***
03:Will do
Plastiq responded:(***) AUG 31ST, AT 12:25PM
Hi ***,
Thanks for writing back
It looks like you entered banking information for both of the payees that were not automatically identified to our system when you added them for payments
You will need to refer to both the account numbers and routing numbers for each payee when you contact Wells Fargo to locate your payments
Here is the information you added for each payee:
Wells Fargo Education Financial Services
account XXXXXXXXXX routing XXXXXXXXX
Wells Fargo Home Mortgage
account XXXXXXXXXX routing XXXXXXXXX
Customer Responded: SEP 1ST, AT 10:31AM VIA LIVE CHAT
Location: USA (***, **)
On page: https://www.plastiq.com/app/#/login
IP address: ***
Talked with: ***
*** C *** (***@hotmail.com)
10:Two payments, made electronically, days agoBoth companies have not receivedThis is absurdPlease advise where the money is or I'll really not have much choice other than to dispute the charges on my credit card!
***
10:Hello
10:Sorry to hear that
10:Please give me a moment to Investigate
10:Looks like both payments were mailed out on the 26th
10:They should arrive in the next couple of days
*** C *** (***@hotmail.com)
10:Why were the payments mailed! You are now the third customer service person I've spoken to and each of you tells me a different story
***
10:Sorry, I might be mistaken, let me double check
10:Sorry for my oversight, these payments were sent out via ACH
*** C *** (***@hotmail.com)
10:Then where are they! This is 2015, ACH doesn't take more than business days!
***
10:These payments may have been rejected due to insufficient information, but I will have to investigate a bit further
*** C *** (***@hotmail.com)
10:Please-just refund me at this pointThis was obviously a failed experiment with your company
***
10:If we find that the funds were not deposited, then we will immediately refund your transaction
10:Apologies for any inconvenience
*** C *** (***@hotmail.com)
10:That is not answering or even directly addressing my requestAt this point, I will initiate dispute processes with my CCSeriously, the internet is abuzz with how bad this new service is at actually living up to their representations
***
10:My apologies sir, but we need to check to see the funds were not deposited before we can refund the transactions
10:If everything checks out, we will initiate the refund within a day
*** C *** (***@hotmail.com)
10:Then checkCheck right nowIts It is a matter of a few simple key strokes
***
10:My apologies, but it isn'tFor security purposes, much of this information is obscured
10:I can assure you that we will take care of it ASAP
*** C *** (***@hotmail.com)
10:Realyou think the representations carry any weight at this juncture?
***
10:We will contact you shortly sir
10:Sorry for any inconvenience
Plastiq responded: SEP 3RD, AT 9:28AM
Hello ***,
I wanted to reach out and let you know that your payment to Wells Fargo Education Financial Services will get posted todayThey reached out to us today since they could not locate your account with information enteredI provided them with your name and are going to credit the funds to your student loans
For your other payment, I recommend you talk to them as they have the funds and maybe having the same issue where they can't locate your account so they can't credit your account
Please let me know if there is anything else I can help you with
Plastiq Responded: (***) SEP 3RD, AT 8:05AM
Hello ***,
I hope this message finds you well, and thank you for your patience while we did some investigationUpon further inspection, we found that both your payments to Wells via ACH have been acceptedHere's the info for each:
Payment XXXXXX
Name/Variable Data.....:WELLS FARGO HOME **RTG
Individual ID..........:XXXXXXX
Account Number.........:XXXXXXXXXX
Tran Code..............:Amount................:
Effective Date.........:8/26/Return Code...........:C
Receiving DFI..........:XXXXXXXXX Corporate Trace.......:XXXXXXXX XXXXXXX
Batch Control ID.......:XXXXXXXXX Originating DFI Trace.:XXXXXXXX XXXXXXX
File Control ID........:XXXXXXXX Return Trace..........:XXXXXXXX XXXXXXX
Reason.................:Incorrect Routing Number
Correct Information....:XXXXXXXXX
Payment XXXXXX
Name/Variable Data.....:WELLS FARGO EDUCATION
Individual ID..........:XXXXXXX
Account Number.........:XXXXXXXXXX
Tran Code..............:Amount................:
Effective Date.........:8/26/Return Code...........:C
Receiving DFI..........:XXXXXXXXX Corporate Trace.......:XXXXXXXX XXXXXXX
Batch Control ID.......:XXXXXXXXX Originating DFI Trace.:XXXXXXXX XXXXXXX
File Control ID........:XXXXXXXX Return Trace..........:XXXXXXXX XXXXXXX
Reason.................:Incorrect Routing Number
Correct Information....:XXXXXXXXX
The reason these payments took so long to go through is the routing information was incorrectAs such, we have deactivated these payee profiles in your member profilePlease feel free to re-add them, but note that we no longer fund payments via ACH to Merchants outside of the Plastiq networkFuture payments will have to be sent via check
Apologies for any inconvenience, and please let me know if I can do anything further
Best Regards,
***
Customer responded: SEP 3RD, AT 9:48AM
***:
As of today, neither of these payments have been credited to my accounts at Wells FargoWhile the information below may be communicating a great deal of information, without even the slightest explanation of how to decipher it, it may as well be written in hieroglyphics
I would love to be able to contact Wells Fargo Home Mortgage and Wells Fargo Education Services in an effort to locate these now past due paymentsHowever, without a concise, lay, explanation of the below, I cannot do so
***
Customer responded: SEP 8TH, AT 7:21AM
Mr***:
I've received no follto my last communication to you on 9/3/in response to the below
As of today, Tuesday, September 8, 2015, Wells Fargo Home Mortgage still states that they have received no payment from Plastiq
Please advise immediately
***
Plastiq responded: SEP 8TH, AT 8:34AM
Hello ***,
Did you get my email on 9/at 9:28am? I sent you an email that Wells Fargo Education Services do have your funds, they sent us a failed notice but did reroute the funds to the correct accountHere is a copy of the email I sent you
Hello ***,
I wanted to reach out and let you know that your payment to Wells Fargo Education Financial Services will get posted todayThey reached out to us today since they could not locate your account with information enteredI provided them with your name and are going to credit the funds to your student loans
For your other payment, I recommend you talk to them as they have the funds and maybe having the same issue where they can't locate your account so they can't credit your account
Please let me know if there is anything else I can help you with
Let me explain what the notice about meansThe ones that make no sense to youThis is a notice we get when there is an issue sending the funds to a payeeThis notice says that the routing numbers you gave us, were wrong and they you provided enough information for them to reroute the funds to the correct accountYou will need to contact Wells Fargo Home Mortgage and see which account they rerouted your funds since they have the funds and maybe having the same issue where they can't locate your account information since the routing of funds could have caused an issue that is outside of our control
Customer Responded: SEP 8TH, AT 8:37AM
I'm not asking about Wells Fargo Educational ServicesI am inquiring about Wells Fargo Home Mortgage!
Plastiq Responded: SEP 8TH, AT 9:40AM
Hello ***,
I have tried to call and I have not been able to get anywhereI have tried calling times and spoke with four different people and they could not helpSince I do not have an account and they would not look at your account since I was not the account holder and they hung up on me
Please contact them once again and tell them to do an ACH trace or to speak with the ACH department as they do have the fundsThey will ask for this information since this information tell them exactly where the funds areIf they locate with the first block of text have them look at the second block of text and they will be able to locate the funds
ACH Trace:
Routing Number - XXXXXXXXX
Account Number - XXXXXXXXXX
Dollar Amount - $
Corporate Trace Number - XXXXXXXX XXXXXXX
Originating DFI Trace.:XXXXXXXX XXXXXXX
Individual Name - WELLS FARGO EDUCATION
Individual ID - XXXXXXX
ACH Return Notice:
Name/Variable Data.....:WELLS FARGO HOME **RTG
Individual ID..........:XXXXXXX
Account Number.........:XXXXXXXXXX
Tran Code..............:Amount................:
Effective Date.........:8/26/Return Code...........:C
Receiving DFI..........:XXXXXXXXX Corporate Trace.......:XXXXXXXX XXXXXXX
Batch Control ID.......:XXXXXXXXX Originating DFI Trace.:XXXXXXXX XXXXXXX
File Control ID........:XXXXXXXX Return Trace..........:XXXXXXXX XXXXXXX
Reason.................:Incorrect Routing Number
Correct Information....:XXXXXXXXX
Please let me know if there is anything else I can help you with
Plastiq reached out: SEP 8TH, AT 2:24PM
Hello again ***,
We just got a notice from Wells that they have refused the funds and sent them back to us right nowHere is the failed notice that looks like the one just sent, but it says they refused the funds and sent them back to us
Name/Variable Data.....:WELLS FARGO HOME **RTG
Individual ID..........:XXXXXXX
Account Number.........:XXXXXXXXXX
Tran Code..............:Amount................: 1,Credit
Effective Date.........:8/26/Return Code...........:R
Receiving DFI..........:XXXXXXXXX Corporate Trace.......:XXXXXXXX XXXXXXX
Batch Control ID.......:XXXXXXXXX Originating DFI Trace.:XXXXXXXX XXXXXXX
File Control ID........:XXXXXXXX Return Trace..........:XXXXXXXX XXXXXXX
Reason.................:CREDIT REFUSED BY RECEIVER
Additional Information.:CREDIT ENTRY REFUSED BY RECEIVER
I will be issuing a full refund right now to your cardDepending on the speed of your bank the funds will post in 3-business days
I apologize for this inconvenience and am glad I was able help resolve this issue for you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, ** **

*** was kinda enough to jump on the phone with me quickly to understand the issue he encountered with our service Appears that the area was having some issues with mail burglars who were stealing checks In consideration of his strong history of business with Plastiq, we
overnighted a reimbursement check for the disputed amount to his address, and seek to close this formal complaint, pending his confirmation
Thanks, ***!

Initial Business Response /* (1000, 11, 2015/12/03) */
This case has been solved long agoWe have already told the customer that we refunded his payment back in AugustIf he is not seeing the credit in his account this is an issue with this card provided and must solve it with them as we
have confirmation the funds left our system and got credited backPlastiq considers this issue closed
Initial Consumer Rebuttal /* (3000, 13, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Plastiq has provided me with no proof whatsoever that they refunded the money, despite my asking for this on multiple occasionsUntil filing this complaint, I was simply ignoredI have contacted my card company on multiple occasions and they have stated every time that the money was never refundedPlatiq did not want to see my statement proving that this was the caseIn my original complaint I gave this proof to the Revdex.com that the money was never refundedI give the Revdex.com permission to forward my card statement information to Plastiq, if they did not do so alreadyIf they have proof that they refunded me and somehow American Express is hiding this fact for some unknown reason, Plastiq should contact AmEx to get this resolved, as AmEx says that they were never refundedIf Plastiq refuses to contact Amex, they should at least send a physical copy of this alleged proof of a refund to my home address ASAP and I will present that to my card issuerOtherwise, please immediately refund me the money, either by a credit to my card, with documentation that it was issued, or with a check sent to my home addressThanks
Final Business Response /* (4000, 15, 2015/12/07) */
Here are confirmation that funds have been sentThis is from our Amex portalThe customer must solve this issue with his card issuer are we no longer have the funds and can no longer assistCustomer and open a dispute over the transaction with his card issue if he wishes or take legal action as we can not tell you not too
Final Consumer Response /* (3000, 19, 2015/12/14) */
The files sent by Plastiq are unreadable

Initial Business Response /* (1000, 5, 2015/11/17) */
Have looked in the system and see the customer created an account on XXXX-at 12:06:ET
I do not see that the customer has made a paymentI do not see the customer has reached out to us via email at ***@plastiq.com
I do
not see any contact with our old call center as wellI see no payment of any kind
If the customer is seeing a charge on his account that starts with PQ*Please attach a screenshot of the chargePlease include the amount charged, date posted, card type and to whoIf you have a payment ID please include that informationYou can reach out to use at ***@plastiq.com and we would be happy to assist
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
reply is incorrect and I have screenshots that show otherwiseboth from my bank and from my phones call log showing I contacted them numerous times
Final Business Response /* (4000, 10, 2015/12/07) */
Plastiq considers this case closed and will respond any further

Initial Business Response /* (1000, 2, 2015/07/21) */
Customer reached out to us via email on July at 4:am and on July 10th at 4:am via our payment centerI replied back to the customer with
the following message on July at 7:am.Hello,Thank you for reaching out to Plastiq support today,We have sent this payment via check on July The payee should have gotten the funds by nowWe do not see that they have cashed the check, I would check with the payee to make sure they do have the funds since they may have it and have not tried to cash it yet.Feel free to let me know if you have any other questions, I?m happy to help!We did not get a reply back from the customer and they reached back out to us on July 15th at 5:am here are the notes from the phone agent.*Caller made a payment through Plastiq on the 29th of June to 55th & 9thThe payment was approved on our end but not received by the merchantThe caller had already been in contact with Plastiq last Friday and wanted confirmation on our endHe was just calling today to let us know he hadnt been contacted by Plastiq yet. *I let him know I would escalate this again. *Action requiredI reached back out to the client on July 15th at 10:am.Hello,I reached out to you on July 10th, at 7:26AM with this email.Hello,Thank you for reaching out to Plastiq support today,We have sent this payment via check on July The payee should have gotten the funds by nowWe do not see that they have cashed the check, I would check with the payee to make sure they do have the funds since they may have it and have not tried to cash it yet.Feel free to let me know if you have any other questions, I?m happy to help!The payee has still not gotten the check? We have two choices hereWe can either reissue the payment and it will arrive in the next 4-business days via email or we can issue you a refundPlease let me know which option you would like to do.I look forward to hearing back from you.Customer replied JUL 15TH, AT 10:23AMDear ***,I am very well aware that the check was sent on the 1stI was promised pn Friday by a shift supervises this would be investigated and get a solution on Monday 07/As of today I am officially late with my rentThe run around I had to go through for past couple days is ridiculousStill no solutionWho pays my late fee? It also goes on my record as rent paid late and will affect future rentalsI wish this would have been investigated on your end throughly and steps taken to avoid issues with my landlord I filed a complaint with Revdex.com an hour agoI need this resolvedNo responses to my email for days doesn't help when there is a deadline for rent.I would have already taken the option to resend check in Friday but nobody there could make a decisionSince this is already causing a lot of problems for me I expect a check to be send out overnightPlease forward to any manager who can make a fast decision here.Thank you,***I responded back on JUL 15TH, AT 11:22AMHello,I will open an investigation into this issue todayThe investigation can take up to hours, but we will work hard to get this done as quickly as possibleOnce our investigation is done, I will be able to provide you with options to resolve this issue.We apologize for the inconvenience and thank you for your patienceCustomer responded on JUL 16TH, AT 7:53AMDear ***,I copied my landlord/management on this emailFact is- my cc was charged on 06/29- check supposely was sent out on 07/01- as of today still no check received- my rental history is now negatively affected by this and late fees applies as of 07/15- an ivestigation as been promised on Friday 07/and then again yesterday 07/by you- I've been given the run around for past days with no effort from you to resolve this in timely mannerI expect a replacement check to be sent out immediately overnightPlease have a manager override any delays having the check mailed outA six day turn aournd period is unacceptable.This is the least you can do at this point.Thank you,***I replied on JUL 16TH, AT 10:48AMHi again,Please note in the email sent on 7/10, I never got a reply back nor started in the email an investigation since I got no replyWe are close to resolving this issue with you within the last hours with your recent responsiveness.We are going to send a check overnight today since this payment has been lost in the mailedPlease provide me with the mailing address this check should arrive at so we can expedite this payment todayOnce I get this information, I will start working on it and get it out today with tracking information.I look forward to hearing back from you.Customer replied on JUL 16TH, AT 11:20AMI wish there would have been a reply on the 10th and again I spoke to a shift manager that day who promised me an investigation.Either way you have the address in the accountIt's the same as last mont rent check and this month.Which is***, LLC*** Floor*** ***, ** XXXXX-XXXXThank you,*** ***I replied on JUL 16TH, AT 2:32PMHello again,We have cut the check and will be dropping this off at Fedex shortlyHere is the tracking information: XXXXXXXXXXXX.Please let me know if there is anything else I can help you with.We have not heard from the customer since and consider this issue closedThe payment has been delivered to the payee and can be confirmed that it reached the payeeWe will not be refund any part of this payment as we have provided the service they requested and dealt with the issue within a hour window when we did get a response back

Initial Business Response /* (1000, 2, 2015/07/21) */
Customer reached out to us via email on July at 4:am and on July 10th at 4:am via our payment centerI replied back to the customer with the following message on July at 7:am.Hello,Thank you for reaching out to Plastiq support
today,We have sent this payment via check on July The payee should have gotten the funds by nowWe do not see that they have cashed the check, I would check with the payee to make sure they do have the funds since they may have it and have not tried to cash it yet.Feel free to let me know if you have any other questions, I?m happy to help!We did not get a reply back from the customer and they reached back out to us on July 15th at 5:am here are the notes from the phone agent.*Caller made a payment through Plastiq on the 29th of June to 55th & 9thThe payment was approved on our end but not received by the merchantThe caller had already been in contact with Plastiq last Friday and wanted confirmation on our endHe was just calling today to let us know he hadnt been contacted by Plastiq yet. *I let him know I would escalate this again. *Action requiredI reached back out to the client on July 15th at 10:am.Hello,I reached out to you on July 10th, at 7:26AM with this email.Hello,Thank you for reaching out to Plastiq support today,We have sent this payment via check on July The payee should have gotten the funds by nowWe do not see that they have cashed the check, I would check with the payee to make sure they do have the funds since they may have it and have not tried to cash it yet.Feel free to let me know if you have any other questions, I?m happy to help!The payee has still not gotten the check? We have two choices hereWe can either reissue the payment and it will arrive in the next 4-business days via email or we can issue you a refundPlease let me know which option you would like to do.I look forward to hearing back from you.Customer replied JUL 15TH, AT 10:23AMDear ***,I am very well aware that the check was sent on the 1stI was promised pn Friday by a shift supervises this would be investigated and get a solution on Monday 07/As of today I am officially late with my rentThe run around I had to go through for past couple days is ridiculousStill no solutionWho pays my late fee? It also goes on my record as rent paid late and will affect future rentalsI wish this would have been investigated on your end throughly and steps taken to avoid issues with my landlord I filed a complaint with Revdex.com an hour agoI need this resolvedNo responses to my email for days doesn't help when there is a deadline for rent.I would have already taken the option to resend check in Friday but nobody there could make a decisionSince this is already causing a lot of problems for me I expect a check to be send out overnightPlease forward to any manager who can make a fast decision here.Thank you,***I responded back on JUL 15TH, AT 11:22AMHello,I will open an investigation into this issue todayThe investigation can take up to hours, but we will work hard to get this done as quickly as possibleOnce our investigation is done, I will be able to provide you with options to resolve this issue.We apologize for the inconvenience and thank you for your patienceCustomer responded on JUL 16TH, AT 7:53AMDear ***,I copied my landlord/management on this emailFact is- my cc was charged on 06/29- check supposely was sent out on 07/01- as of today still no check received- my rental history is now negatively affected by this and late fees applies as of 07/15- an ivestigation as been promised on Friday 07/and then again yesterday 07/by you- I've been given the run around for past days with no effort from you to resolve this in timely mannerI expect a replacement check to be sent out immediately overnightPlease have a manager override any delays having the check mailed outA six day turn aournd period is unacceptable.This is the least you can do at this point.Thank you,***I replied on JUL 16TH, AT 10:48AMHi again,Please note in the email sent on 7/10, I never got a reply back nor started in the email an investigation since I got no replyWe are close to resolving this issue with you within the last hours with your recent responsiveness.We are going to send a check overnight today since this payment has been lost in the mailedPlease provide me with the mailing address this check should arrive at so we can expedite this payment todayOnce I get this information, I will start working on it and get it out today with tracking information.I look forward to hearing back from you.Customer replied on JUL 16TH, AT 11:20AMI wish there would have been a reply on the 10th and again I spoke to a shift manager that day who promised me an investigation.Either way you have the address in the accountIt's the same as last mont rent check and this month.Which is***, LLC*** Floor*** ***, ** XXXXX-XXXXThank you,*** ***I replied on JUL 16TH, AT 2:32PMHello again,We have cut the check and will be dropping this off at Fedex shortlyHere is the tracking information: XXXXXXXXXXXX.Please let me know if there is anything else I can help you with.We have not heard from the customer since and consider this issue closedThe payment has been delivered to the payee and can be confirmed that it reached the payeeWe will not be refund any part of this payment as we have provided the service they requested and dealt with the issue within a hour window when we did get a response back

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 8, 2015/12/07) */
Please note that Plastiq does accept all mortgage payments and has no issues accepting themWe did notice with the type of payment and cards being used that are historically associated with very high risk behavior that we do not wish to
acceptAs stated in our terms of service when a user signs up, we do reserve the right to refund certain payments, of our terms of serviceBelow is a transcript of the customer's interaction with PlastiqPlease note that Plastiq considers this issue closed, as we have told the user that we could not reprocess the payment and explained our terms of service
Emails with Plastiq and the user
IMPORTANT: Your recent payment with Plastiq
***
NOV 16TH, AT 11:36AM
To: ***@hotmail.com
From: ***@plastiq.com
Hi ***,
I hope this message finds you wellI am writing to you regarding your recent payment with Plastiq to Wells Fargo (ID XXXXXX)I wanted to let you know your payment has been refunded because we do not support this number of different payments towards one payee
Your funds should be returned to you within 3-business daysPlease let me know if you have any other questionsWe do hope that you use our service for any other bills or invoices that you would like to pay
Best Regards,
*** *** NOV 16TH, AT 1:54PM
To: "***@plastiq.com"
From: *** ***
Hi, I don't understandWhy wouldn't my payments toward my mortgage be accepted? Did I miss an FAQ that limits the # of payments??
***
*** *** NOV 16TH, AT 2:49PM
To: "***@plastiq.com"
From: *** ***
Attachments: Mortgage - *** ...pdf
Hi, I chatted with Online Chat todayThey said that these payments would be fine as long as I provided documentation
See attached for my mortgage statementI am paying some toward my monthly payment and some toward principal
Please let me know when you will stop cancelling my paymentsThank you!
Henry NOV 17TH, AT 9:59AM
To: *** ***
From: "Account Services"
Hi ***,
Thanks for sending that in
We carefully reviewed the documentation providedWe are, however, unable to support this paymentI took a look at the chat you had with ***, our representativeI'm sorry if that led to a bit of confusion about our processWe do often reach out for documentationHowever, even with documentation there are some payments we are unable to support
While we aim to support all payments, there are some instances where we are unable to do so, whether it's for regulatory, compliance, financial, or business reasons
Best,
*** *** NOV 17TH, AT 4:16PM
To: Account Services ,
From: *** ***
I'm confusedI thought the whole point of the service was to be able to pay bills like your rent or mortgage
What am I missing??
Henry NOV 18TH, AT 11:05AM
To: *** ***
From: "Account Services"
Hi ***,
While mortgage payments are a supported category we are not able to support all individual payments within an individual categoryAs of our terms of service states, we do reserve the right to refund certain payments
I am sorry for the inconvenience this caused you
Best,
Live chat with Plastiq and the Customer
Interaction with *** ***
To: ***@plastiq.com
From: ***@hotmail.com
Location: USA (***)
On page: https://www.plastiq.com/help/
IP address:
NOV 16TH, AT 2:45PM
Talked with: ***
*** *** (***@hotmail.com)
02:my payments have been rejected
***
02:hi
02:How can I help you?
02:do you mean refunded by our account service team?
*** *** (***@hotmail.com)
02:yes
02:i was trying to pay my mortgage and it took a few payments and ALL were rejected!
02:very frustrated
***
02:is there a reason you're making multiple payments? gift cards?
*** *** (***@hotmail.com)
02:yes, trying to earn some miles
02:I didn't see anything in the FAQs about it
***
02:one moment
02:I have asked our accounts services team for an explanation and will update you via emaildo you have a mortgage statement available if they need documentation to support the payment?
*** *** (***@hotmail.com)
02:of coursei'm paying down principalmy email is ***@hotmail.com
***
02:so these are specifically toward principal?
*** *** (***@hotmail.com)
02:it will be however wells fargo decides to code it
02:they'll apply it toward the next payment, and then the remainder will apply toward principal usually
***
02:okThanks for your patienceI will follow up with the team and get back to you with what they will need for documentation
02:those payments were already refunded
*** *** (***@hotmail.com)
02:thanksfrustrating experienceI wish someone had reached out to me rather than refunding everythingTook me an hour to enter in everything
***
02:sorry this was a bad first time experiencewe normally ask for documentation and usually see one card for payments
02:I'll get to the bottom of this
*** *** (***@hotmail.com)
02:is there any way that if I provide the documentation that you all can just charge the same cards again, or do I have to go through the whole process again?
***
02:we cannot reprocess sorry
*** *** (***@hotmail.com)
02:why not just have me submit the documentation before I can complete a 2nd payment?
***
02:you are welcome to submit documentation directly in response to the email you received and it will go to that team
02:I will alert them
*** *** (***@hotmail.com)
02:ok will do, thanks for the help
***
02:my pleasuresorry again for the experience
Initial Consumer Rebuttal /* (3000, 10, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The terms of service are buried on their website for such an important reason to deny serviceI also provided the requested documentation (my mortgage statement) that Plastiq specifically requested in order to support my bill paymentAfter leading me on that Plastiq would accept my bill payments after providing documentation, and then reversing that position even when I followed through, is not clear and is deceptive
Plastiq needs to spell out upfront that they will not accept all mortgage payments even if the end user provides documentationThat needs to be in large font on their website, not buried in terms of servicePlastiq also needs to warn users each time they submit a payment that their paymeent will be rejected
It is clear from the response above that Plastiq is not accepting the feedback in a spirit of clarity and transparencyPlastiq wishes to entice users into paying bills, only to reject a number of those payments later without thorough explanation upfront that those payments may be rejected, even if user provides thorough and complete justification

Initial Business Response /* (1000, 9, 2015/11/17) */
All payments have been refunded on 08-User created two different accounts and we have deactivated both accounts as they are all pre-paid card and the kinds of payments all go against our terms of servicesCustomer has been in contact with
us on a daily basisWe have spoken with Amex and they show the refunds have been creditedCustomer must settle this issue with Amex as we no longer have the funds and Amex shows the funds are all creditedAmex may have other solutions for him to resolve this issueWe have asked the customer on the last emails to provide us with transaction numbers that only Amex can give him via the phone so we can work more with Amex to make sure they credited the correct accountThere is nothing further we can do to solve this issue since it is the card issuer that has lost the funds or credited the incorrect accountCustomer needs to call the number on the back of the card to get this resolved
AUG 19TH, AT 1:15PM
Hi,
I hope this message finds you wellI am writing to you regarding your recent payment with PlastiqAfter reviewing your payments, Plastiq is actually unable to process these, so your payments have been voidedI apologize for the inconvenience
Best Regards,
AUG 19TH, AT 1:25PM
Why couldn't they be processed? I signed up for this service to pay up
parts of my tuition payments am I doing something against policy?
AUG 19TH, AT 1:51PM
Hello,
These payments got voided as our system detected high-risk behavior for these paymentsI can not disclose what the behavior was for security reasons
I do apologize we were not able to process these payments
AUG 19TH, AT 2:50PM
Can I attempt them again tomorrow?
SEP 24TH, AT 8:42AM
Hello,
You could try again but be aware the system will review all your payment as we review each payment that comes in the system
Please let me know if there is anything else I can help you with
SEP 24TH, AT 9:55AM
The pay to address was wrongI corrected it and put through payments and
then I'll go from there
OCT 29TH, AT 10:27AM
I need to know the status of order numbers:
XXXXXX placed on 08/19/
XXXXXX placed on 08/19/
the vendor still hasn't received the payment and I haven't received a
refund!!
OCT 29TH, AT 10:28AM
Hello,
Thank you for reaching out to Plastiq support today,
Both of these payments have been voided so you have not been chargedIf you are looking at a paper statement, please call Amex to make sure the charge was removedIf they confirm that charge is still there, please start a dispute with them as we have done our part to make sure your funds have returned to your card
Please let me know if there is anything else I can help you with
OCT 29TH, AT 10:33AM
I proved I still have the charge on my accounts! please prove you reversed
the charge on the 20th! the charge on 8/was reversed then recharged on
8/
CC: *** Attorney
OCT 29TH, AT 11:17AM
Hi***,
Thanks for reaching out to Plastiq support
I've opened a ticket to have our team look into your payment- please allow up to hours for us to investigateOnce we've discovered the root cause, I'll be able to let you know what steps we can take to resolve the issue
Thank you for your patience, and rest assured that I will reach out to you the moment I hear backIn the meantime, please let me know if there's anything else I can help you with!
OCT 30TH, AT 1:47PM
No response yet?
NOV 2ND, AT 7:14AM
Hello ***,
Sorry for the delay in this response,
We have worked on our end with Amex and show that all payments have been refunded back to your cardI would recommend that you speak with Amex as this seems like an issue on their end where they have not credited your account
Feel free to let me know if you have any other questions, I'm happy to help!
NOV 2ND, AT 7:59AM
I need proof!!
NOV 2ND, AT 10:12AM
I provided proof that the charge is still on my bill from amexnot you
prove that you refunded me!!
NOV 3RD, AT 4:40AM
What's a number I can call you and amex together??
NOV 3RD, AT 12:13PM
Hello,
I would be happy to speak with them directly if you can provide me with their contact informationIf there is no one that I can speak with, please ask them to provide you with the charge reference numbers for both of the charges and we will contact them via our merchant repOnce I have those reference numbers, we can track it down in our Amex portal and see where this charge is as we show everything under your email account ***@gmail.com and ***@gmail.com have been refunded
I look forward to hearing back from you
NOV 3RD, AT 3:17PM
thanks so much for your reponcefinally someone who is trying to resolve
this issue
the reference number by american express for payment ID: XXXXXX is:
M07*** THE TRANSACTION ID: AD1900B98***
the reference number by american express for payment ID: XXXXXX is:
*** THE TRANSACTION ID: 4EDC4993AF944EZ1B75F8E4A08AXXXXX
THEIR PHONE NUMBER IS: XXXX-XXX-XXXX OR XXXX-XXX-XXXX
lets get this behind us!
NOV 3RD, AT 3:42PM
Hello again,
Is this the information the rep gave you over the phone? Since charge numbers are just numbers and do not have letters in them
I would recommend that you ask them one more time for the charge numbersThe charge numbers for the transactionsThis is different from transaction numberIt is more like an auth codeI will pass *** information another to our Amex team and see if we can locate anything in the meantime
We apologize for this inconvenience and thank you for your patience while we investigate
NOV 10TH, AT 10:57AM
?
NOV 10TH, AT 11:01AM
whats happening?!?!?!?
NOV 10TH, AT 11:02AM
Hello again,
We have tried looking for these payments with the information you gave me and we are not able to locate anything with themPlease contact Amex and work with them on settling this charge as we show they are completed and back on your cardI do apologize that we are not able to assist further with this
Please contact Amex and they will be able to settle this for you
NOV 11TH, AT 10:38AM
thanks so much for your reponcefinally someone who is trying to resolve
this issue
the reference number by american express for payment ID: XXXXXX amex ending
in: *** is: M07*** THE TRANSACTION ID:
AD1900B98*** alternate transaction id: XXXXXXXXXYN
the reference number by american express for payment ID: XXXXXX amex ending
in: *** is: M07FHJJ*** THE TRANSACTION ID:
4EDC4993AF944EZ1B7*** alternate transaction id: XXXXXXXXXYN
THEIR PHONE NUMBER IS: XXXX-XXX-XXXX OR XXXX-XXX-XXXX
lets get this behind us!
NOV 11TH, AT 10:38AM
*i need to know the status of order numbers:XXXXXX placed on
08/19/XXXXXXXXXX placed on 08/19/2015the vendor still hasn't received the
payment and I haven't received arefund!!*
*On Wed, Nov 11, at 1:PM, ***

Hi there, I do apologize that our review process has caused you concern. I see that our account services team has already resolved your issue and your payment is on its way to the business you are paying. I looked at the type of card you are using and found this FAQ that talks about getting the...

information we requested for look at section 20 and 21 (image attached and link provided)
https://www.visaprepaidprocessing.com/content/PRC562/_Docs/FAQs-CNB.pdf
Please note that we review every transaction in our system and from time to time will ask for a copy of an invoice or ask for image copy of the transaction hitting your card statement. This ensures that all cards used on our network are not stolen and you have access to all the card details. Please note that this may happen again so please review the image and FAQ link provided for you card so we can resolve your issue faster in the future.

Complaint: [redacted]I am rejecting this response because:
Both of my wife and I did not receive the FFDs. Please do not confused the FFDs I received from other referrals. 
My account is:[redacted]
her account: [redacted]
Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/11/17) */
All payments have been refunded on 08-28. User created two different accounts and we have deactivated both accounts as they are all pre-paid card and the kinds of payments all go against our terms of services. Customer has been in contact...

with us on a daily basis. We have spoken with Amex and they show the refunds have been credited. Customer must settle this issue with Amex as we no longer have the funds and Amex shows the funds are all credited. Amex may have other solutions for him to resolve this issue. We have asked the customer on the last 2 emails to provide us with transaction numbers that only Amex can give him via the phone so we can work more with Amex to make sure they credited the correct account. There is nothing further we can do to solve this issue since it is the card issuer that has lost the funds or credited the incorrect account. Customer needs to call the number on the back of the card to get this resolved.
AUG 19TH, 2015 AT 1:15PM
Hi,
I hope this message finds you well. I am writing to you regarding your recent payment with Plastiq. After reviewing your payments, Plastiq is actually unable to process these, so your payments have been voided. I apologize for the inconvenience.
Best Regards,
AUG 19TH, 2015 AT 1:25PM
Why couldn't they be processed? I signed up for this service to pay up
parts of my tuition payments am I doing something against policy?
AUG 19TH, 2015 AT 1:51PM
Hello,
These payments got voided as our system detected high-risk behavior for these payments. I can not disclose what the behavior was for security reasons.
I do apologize we were not able to process these payments.
AUG 19TH, 2015 AT 2:50PM
Can I attempt them again tomorrow?
SEP 24TH, 2015 AT 8:42AM
Hello,
You could try again but be aware the system will review all your payment as we review each payment that comes in the system.
Please let me know if there is anything else I can help you with.
SEP 24TH, 2015 AT 9:55AM
The pay to address was wrong. I corrected it and put through 2 payments and
then I'll go from there
OCT 29TH, 2015 AT 10:27AM
I need to know the status of order numbers:
XXXXXX placed on 08/19/2015
XXXXXX placed on 08/19/2015
the vendor still hasn't received the payment and I haven't received a
refund!!
OCT 29TH, 2015 AT 10:28AM
Hello,
Thank you for reaching out to Plastiq support today,
Both of these payments have been voided so you have not been charged. If you are looking at a paper statement, please call Amex to make sure the charge was removed. If they confirm that charge is still there, please start a dispute with them as we have done our part to make sure your funds have returned to your card.
Please let me know if there is anything else I can help you with.
OCT 29TH, 2015 AT 10:33AM
I proved I still have the charge on my accounts! please prove you reversed
the charge on the 20th! the charge on 8/19 was reversed then recharged on
8/20
CC: [redacted] Attorney
OCT 29TH, 2015 AT 11:17AM
Hi[redacted],
Thanks for reaching out to Plastiq support.
I've opened a ticket to have our team look into your payment- please allow up to 48 hours for us to investigate. Once we've discovered the root cause, I'll be able to let you know what steps we can take to resolve the issue.
Thank you for your patience, and rest assured that I will reach out to you the moment I hear back. In the meantime, please let me know if there's anything else I can help you with!
OCT 30TH, 2015 AT 1:47PM
No response yet?
NOV 2ND, 2015 AT 7:14AM
Hello [redacted],
Sorry for the delay in this response,
We have worked on our end with Amex and show that all payments have been refunded back to your card. I would recommend that you speak with Amex as this seems like an issue on their end where they have not credited your account.
Feel free to let me know if you have any other questions, I'm happy to help!
NOV 2ND, 2015 AT 7:59AM
I need proof!!
NOV 2ND, 2015 AT 10:12AM
I provided proof that the charge is still on my bill from amex. not you
prove that you refunded me!!
NOV 3RD, 2015 AT 4:40AM
What's a number I can call you and amex together??
NOV 3RD, 2015 AT 12:13PM
Hello,
I would be happy to speak with them directly if you can provide me with their contact information. If there is no one that I can speak with, please ask them to provide you with the charge reference numbers for both of the charges and we will contact them via our merchant rep. Once I have those reference numbers, we can track it down in our Amex portal and see where this charge is as we show everything under your email account [redacted]@gmail.com and [redacted]@gmail.com have been refunded.
I look forward to hearing back from you.
NOV 3RD, 2015 AT 3:17PM
thanks so much for your reponce. finally someone who is trying to resolve
this issue.
the reference number by american express for payment ID: XXXXXX is:
M07[redacted] THE TRANSACTION ID: AD1900B98[redacted]
the reference number by american express for payment ID: XXXXXX is:
[redacted] THE TRANSACTION ID: 4EDC4993AF944EZ1B75F8E4A08AXXXXX
THEIR PHONE NUMBER IS: XXXX-XXX-XXXX OR XXXX-XXX-XXXX
lets get this behind us!
NOV 3RD, 2015 AT 3:42PM
Hello again,
Is this the information the rep gave you over the phone? Since charge numbers are just numbers and do not have letters in them.
I would recommend that you ask them one more time for the charge numbers. The charge numbers for the transactions. This is different from transaction number. It is more like an auth code. I will pass [redacted] information another to our Amex team and see if we can locate anything in the meantime.
We apologize for this inconvenience and thank you for your patience while we investigate.
NOV 10TH, 2015 AT 10:57AM
?
NOV 10TH, 2015 AT 11:01AM
whats happening?!?!?!?
NOV 10TH, 2015 AT 11:02AM
Hello again,
We have tried looking for these payments with the information you gave me and we are not able to locate anything with them. Please contact Amex and work with them on settling this charge as we show they are completed and back on your card. I do apologize that we are not able to assist further with this.
Please contact Amex and they will be able to settle this for you.
NOV 11TH, 2015 AT 10:38AM
thanks so much for your reponce. finally someone who is trying to resolve
this issue.
the reference number by american express for payment ID: XXXXXX amex ending
in: [redacted] is: M07[redacted] THE TRANSACTION ID:
AD1900B98[redacted] alternate transaction id: XXXXXXXXXYN0
the reference number by american express for payment ID: XXXXXX amex ending
in: [redacted] is: M07FHJJ[redacted] THE TRANSACTION ID:
4EDC4993AF944EZ1B7[redacted] alternate transaction id: XXXXXXXXXYN0
THEIR PHONE NUMBER IS: XXXX-XXX-XXXX OR XXXX-XXX-XXXX
lets get this behind us!
NOV 11TH, 2015 AT 10:38AM
*i need to know the status of order numbers:XXXXXX placed on
08/19/XXXXXXXXXX placed on 08/19/2015the vendor still hasn't received the
payment and I haven't received arefund!!*
*On Wed, Nov 11, 2015 at 1:37 PM, [redacted] Initial Consumer Rebuttal /* (3000, 11, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for posting out email conversation that proves nothing. I have proof the charges are still on my card and not refunded! You still haven't proven that your have refunded me!
I want my $4,000 back! Of its amex's fault you work it out with them! As far as I'm concerned you stole the money from me!
Final Business Response /* (4000, 15, 2015/12/02) */
Hello,
Customer reached out to us on this transaction and we have refunded the payment in full on 8/2/15. We last spoke with the customer 2 months ago. We instructed the customer to open a dispute with Amex as they have the funds and we no longer have them in our system. We have fulfilled the customers request of getting a full refund back on 8/2/15 and Plastiq considers this case closed. Customer can contact Amex and have them track down where they have misplaced the funds.

Initial Business Response /* (1000, 5, 2016/01/29) */
Hi [redacted],
I am very sorry to see that you have not contacted us directly to resolve this issue before contacting the Revdex.com. I would be happy to explain how your information is on our site and how we are a bill pay service like Chase or Wells...

Fargo.
Our company is a new consumer-facing model for credit card payments, we get many inquiries from businesses like yours wondering what exactly we do and how our service works. Hopefully this information will help answer any questions you may have.
Plastiq is an online service that allows cardholders to initiate check and ACH/EFT payments from their credit cards rather than their bank accounts. Customers cover the cost associated with processing cards by paying a service fee to make payments through Plastiq. In turn, Plastiq takes each payment and sends it in a form the business already accepts, either via check or bank transfer. Businesses do not need to sign an agreement or contract to be paid through Plastiq, just as they don't require agreements with the customer's bank to accept checks or ACH/EFTs issued from them. In this way, existing credit card processor relationships are not compromised and there are no costs or risks associated with accepting a payment sent via Plastiq.
We have purchased a list of reputable businesses like yours that are a part of the bill pay system, that you signed up with your bank, and added them to our database. This ensures that your customers' payments are being sent to the right place in a form that you accept. We also offer the ability for businesses to sign up with Plastiq and customize their business page, receive payments faster, and opt in to our payment reporting options- absolutely free. If you'd like to learn more about this offering or our service in general, visit plastiq.com/business or reach out to [email protected].
Above all, we value your trust, and the trust of the cardholders across North America who use Plastiq for their life's important payments. If you'd still like to be removed as a payee in our system, please let me know what the link is, and feel free to reach out with any additional questions you may have.

Terrible customer service with the typical HIDE FROM CUSTOMERS "We have received your request and will respond within 1 business day" response to any inquiry.
No way to reach them in any meaningful or timely way without having to wait for their insincere response.

Initial Business Response /* (1000, 5, 2015/11/17) */
Have looked in the system and see the customer created an account on XXXX-XX-XX at 12:06:18 ET.
I do not see that the customer has made a payment. I do not see the customer has reached out to us via email at [redacted]@plastiq.com
I do not...

see any contact with our old call center as well. I see no payment of any kind.
If the customer is seeing a charge on his account that starts with PQ*. Please attach a screenshot of the charge. Please include the amount charged, date posted, card type and to who. If you have a payment ID please include that information. You can reach out to use at [redacted]@plastiq.com and we would be happy to assist.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
reply is incorrect and I have screenshots that show otherwise. both from my bank and from my phones call log showing I contacted them numerous times
Final Business Response /* (4000, 10, 2015/12/07) */
Plastiq considers this case closed and will respond any further.

A total joke. Very scary that I gave my credit card info to this company. Yikes! The whole process was a mess as I was trying to pay for a service. They had me supply invoice info, which is very confidential. After a week (mind you past the due date of my bill) they rejected the payment. Run from this company, no security.

Initial Business Response /* (1000, 11, 2015/12/03) */
This case has been solved long ago. We have already told the customer that we refunded his payment back in August. If he is not seeing the credit in his account this is an issue with this card provided and must solve it with them as we have...

confirmation the funds left our system and got credited back. Plastiq considers this issue closed.
Initial Consumer Rebuttal /* (3000, 13, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Plastiq has provided me with no proof whatsoever that they refunded the money, despite my asking for this on multiple occasions. Until filing this complaint, I was simply ignored. I have contacted my card company on multiple occasions and they have stated every time that the money was never refunded. Platiq did not want to see my statement proving that this was the case. In my original complaint I gave this proof to the Revdex.com that the money was never refunded. I give the Revdex.com permission to forward my card statement information to Plastiq, if they did not do so already. If they have proof that they refunded me and somehow American Express is hiding this fact for some unknown reason, Plastiq should contact AmEx to get this resolved, as AmEx says that they were never refunded. If Plastiq refuses to contact Amex, they should at least send a physical copy of this alleged proof of a refund to my home address ASAP and I will present that to my card issuer. Otherwise, please immediately refund me the money, either by a credit to my card, with documentation that it was issued, or with a check sent to my home address. Thanks.
Final Business Response /* (4000, 15, 2015/12/07) */
Here are confirmation that funds have been sent. This is from our Amex portal. The customer must solve this issue with his card issuer are we no longer have the funds and can no longer assist. Customer and open a dispute over the transaction with his card issue if he wishes or take legal action as we can not tell you not too.
Final Consumer Response /* (3000, 19, 2015/12/14) */
The files sent by Plastiq are unreadable.