Business Profile
Payment Processing Services
ClickPayThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 48 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/04/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My apartment complex uses ClickPay to collect rent payments. I paid my rent on October 1, 2024 and received a notice on the screen stating my payment had been made. Today, October 4, 2024, I received a notice to vacate my apartment due to non-payment. My complaint here is that I paid on time however the payment seems to have not been followed through on ClickPay's end causing me undue stress and harm.Business Response
Date: 10/09/2024
RealPage/Clickpay is a contracted third-party payment
processer servicing the property management industry. Realpage/Clickpay
processes payments as they are initiated by the residents via the Clickpay
portal. According to the Clickpay portal records a payment was not initiated and
submitted until October 4, 2024. We
encourage the complainant to work with their property management company
regarding the eviction notice.Initial Complaint
Date:10/04/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 4, 2024, I was using ClickPay to pay an housing application fee, and the charge was $35 They charged a $23 service fee for paying with a credit card.I didnt see anything telling me that this would be done before I clicked submit.This should be outlawed and they should be sued.Business Response
Date: 10/09/2024
RealPage/Clickpay is a contracted third-party payment processer servicing the property management industry. RealPage/Clickapy offers credit card, ACH, and other payment options to the apartment communities it contracts with. RealPage/Clickpay is required to adhere to the various card brand rules as well as the ACH rules governed by NACHA. Visa has a rule requiring that the fee associated with the transaction be “Fixed and Flat” unlike the other card brands that utilize a percentage-based fee. The Visa Core Rule Requirements states in part that RealPage is required to apply a fixed and flat fee amount regardless of the amount of the payment due." Visa is the only card brand that has this provision. Since RealPage/Clickpay Payments typically processes rent payments, the fixed and flat fee is calculated based on the monthly lease amount. As a one-time courtesy a refund has been submitted for the fee amount. We encourage the complainant to use either ACH or a non-Visa card for payment of non-rent fees to avoid the high fee amount associated with Visa’s Fixed and Flat requirement.Initial Complaint
Date:09/05/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I reenrolled in clickpay via my bank account and told the ***resentative my dues are due on the 1st and that according to first service portal my previous clickpay payments posted on the 5th. The clickpay *** then set my clickpay payments for the 5th. This turned out to be a disaster as my dues will now show as late because it takes 3-5 business days for first service to show the payment. Clickpay employees should know this kind of info and should have advised setting up payment for the 2nd not the 5th. Now I am getting a late fee and when I requested to speak with a supervisor at clickpay I was put on hold and hung up on. The employee I talked to initially was named ******* and he was rude and misinformed. He also confirmed my callback number so there is no excuse not to call back after I was hung up on.Business Response
Date: 09/09/2024
Clickpay/Realpage is a third party payment processor that processes payments for property management companies. We have contacted the complainant and addressed the concerns. This complaint has been resolved.Initial Complaint
Date:09/03/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Clickpay , an automated payment system used by residential organizations, like condos and co-ops for monthly maintenance fee transactions, just began to charge $3.00 per transaction, I began using CLICKPAY after a payment by check that I mailed to my co-op was stolen and money was stolen from my checking account . I use **************** to transfer money from a checking account to the co-op, condo etc. until this month was FREE. Supposedly the fee is only for one-time payments, not for automated payments. According to THEIR email, I have an automated account:Greetings. Today is 08/31/2024 and this is your requested automated payment reminder for property: ************************************************************Please disregard this automated email if you have already made your payment or if you have no payment due currently.THIS FEE IS PREDATORY . Are there any guidelines for fees that these companies can charge?Business Response
Date: 09/12/2024
Clickpay/Realpage is a third-party payment processor that processes payments for property management companies. Beginning June 2024, FirstService Residential residents that make a one-time echeck payment in the Clickpay portal will be assessed a $3.00 fee per echeck transaction. The complaintant had not setup autopay in their Clickpay portal. The email the complaintant received was only a reminder that their payment was due.Clickpay/******** adheres to all Nacha (the governing body of ACH processing) and the credit card brand rules. To avoid the one-time ACH fee, the complainant is encouraged to use one of the other payment options, such as paying by physical check, online bill pay through their personal banking service, or schedule autopay via ACH/echeck payments in their Clickpay portal. As a one-time courtesy a refund will be mailed to the complainant.Initial Complaint
Date:09/03/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Website keeps giving me log in issue. Clicking log in sends me to password reset. Password reset does not send recovery email to email on account. Unable to create a support ticket because there is an error when entering my phone number (which is for some reason mandatory) . No phone number format is shown to guide and none of the known format work. Calling them by phone keeps telling me that my estimated wait time is less than 35 minutes after 40 minutes of being on hold.Business Response
Date: 09/05/2024
Clickpay/Realpage is a third party payment processor that processes payments for property management companies. We have contacted the complainant and addressed the concerns. This complaint has been resolved.Initial Complaint
Date:04/30/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Clickpay charges $250 fees for credit card users paying rent. This information is shared with users in small print, and no warnings are given before payment is processed. When customers request the ability to repay without credit card, they are denied. When we fight the charge via our bank, our access to future payments is revoked. I have tried talking to multiple people to address this issue and pay my rent. Clickpay has refused in all cases so far. I accuse Clickpay of deceitful business practices because they hide unusually high fees from customers as a way to make extra profits beyond the proclaimed product price, the price of monthly rent.Business Response
Date: 05/02/2024
Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. As a payment processor Clickpay/RealPage is required to adhere to the card brand.**** has a rule requiring that the fee associated with the transaction be Fixed and Flat unlike the other card brands that utilize a percentage-based fee. Since RealPage Payments typically processes rent payments, the fixed and flat fee is calculated based on the monthly lease amount. A non **** card or ACH payment method will not incur a flat fee, instead a percentage of the total amount is applied. When the complainant paid using a **** card, a flat fee of $295 was assessed. The fee disclosure can be found on the fee chart under the "pay now" tab within the complainant's Clickpay portal. Additionally, the fee is displayed on the payment authorization screen prior to clicking yes or no.When a chargeback is received it is Clickpays standard procedure to disable online payments however the complainants property management company can submit a request to Clickpay Support to re-enable the online payment option.The complainant can reach out to their property management company for assistance.Initial Complaint
Date:04/01/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had an overdraft issue with my bank that resulted in a chargeback on my rent payment. It was resolved and payment made via bankdraft. It my first issue and I would like my account restored.Business Response
Date: 04/05/2024
Clickpay/RealPage is a third party payment processor. The complainants property management company blocked the complainants ability to initiate payments via the Clickpay portal. The complainant will need to work with their property management company to restore the account.Initial Complaint
Date:03/19/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Clickpay was paid $628.73 from ************************* Discover Card account on 10/10/2023. Discover sent a letter to Clickpay via email confirming that payment was made. Clickpay was supposed to pay $628.73 to ***************** ********************* for monthly *************** on ****** property- ******************************************************************************. Clickpay did not pay the *************** and claims Discover Card never sent them $628.73. Discover Card has confirmed they made that payment to Clickpay and have proven the transfer of funds. ***** is seeking a refund from Clickpay in the amount of $628.73. ***** has made multiple attempts to resolve this issue with Clickpay just to be hung up on over the phone.Business Response
Date: 04/02/2024
Clickpay/Realpage is a third party payment processor that processes payments for property management companies. Clickpay/Realpage received the complainants Discover chargeback case. Clickpay/Realpage followed the credit card chargeback process and as a result, the funds were taken from the *** and credited to the cardholders Discover card. According to the Discover chargeback case history, Clickpay/Realpage has not received the chargeback reversal of $628.73 from Discover. We encourage the complainant to contact the phone number on the back of their Discover card for assistance with the chargeback reversal.
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