Complaints

The 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:09/13/2023

  Type:Order Issues
  Status:

  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.

  Company posed as a credit collection company of my HOA. However, the HOA said they did not use this company.

  Business Response

  Date: 09/15/2023

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. The property management company controls the payment channels, the payment types available to their residents and any fees associated on their residents’ accounts. Clickpay/Realpage is not a credit collection service or company. 

• Initial Complaint

  Date:08/18/2023

  Type:Billing Issues
  Status:

  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.

  
  Complaint: 20489368
  
  I am rejecting this response because: The late fees have been wrongly charged to me. Both Click Pay and ************* POA in ***************** ******* were notified 3 ways NOT to electronically take money from my account yet they continue to do so knowing my bank will return the *** attempt! See attached proof from my bank that although I sent them a check for my quarterly dues to be deposited in a normal manner they sent it through as an electronic *** payment! If they had deposited it a normal manner there would be a ch class number. I have already caught them double billing my accounts and they wont stop with the *** attempts! I have left a recent message to the General Manager ***** at Ocean Village POA but she has not responded. This seems to me this is theft that wont stop!
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/29/2023

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. On 6/5/2022 the complainant initiated two payments. Clickpay/Realpage processed the payments as instructed by the complainant. The complainants bank returned the payments using Nacha return code R03-unable to locate account. On 6/14/2022 the complaint corrected the account number by adding a digit to the beginning of the account. After the complainant corrected the account number, the payments were successfully processed. The complainant also called on 6/14/2022 at 09:37:01 AM to establish his quarterly automatic payment for the amount due and/or maintenance to start on 09/05/2022. The complainant called again on 08/26/2022 to move his autopay date to 10/01/2022 for the amount due and added a Special Assessment payment as one-time autopayment for the fixed amount of $725.00. After the Special Assessment payment was processed on the requested date of 10/01/2022, the autopay for the Special Assessment automatically ended. On 7/11/2023 ClickPay received a stop payment notification from the complainants bank for the payment processed on 7/05/2023 for $750. ClickPay does not assess or remove fees from the resident statement. Any late fees appearing on their statement would be assessed by the property management company. Unfortunately, ClickPay does not have any additional information regarding these fees. We would suggest reaching out to FirstService Residential for further assistance.

  Business Response

  Date: 09/07/2023

  Per the complainants request this is to confirm that effective immediately, the Auto Pay has been canceled and no future payments will be submitted through our system. Any late fees appearing on the statement would be assessed by the property management company. Unfortunately, ClickPay does not have any additional information regarding these fees. We would suggest reaching out to FirstService Residential for further assistance.

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  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 have been trying to pay my correct rent for months now. The previous managers and the current ones have both gone over my account and realized the balance due was incorrect. Due to click pay not allowing separate amount transactions I have been unable to pay rent and the HR or office is not helping at all and hasnt been for months now, as this charge has been left on after five times of asking when it will be removed over the course of 6 months. I am not sure who else to contact as I am still unable to pay rent and the leasing management or HR cannot seem to respond at all. Please help.

  Business Response

  Date: 08/18/2023

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. The property management company controls the payment channels, the payment types available to their residents and any fees associated on their residents accounts. On August 10th, 2023 the complainants property management company restricted all payment channels for the complainant. The property management company also restricted the resident from making partial amount payments. The Clickpay/Realpage system does not restrict the resident from separating their transaction amounts rather this is at the sole discretion of the property management company.  The resident will need to work with their property management company directly for a resolution to this matter.  

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  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 use click pay to submit my rental payment every month I have reach out to them several time to refund me my overage balance with no luck they are telling me I have to speak to management office to get the refund. Unfortunately the ***** ****** ********** ***** does not answer calls or emails

  Business Response

  Date: 06/26/2023

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. After a payment is initiated, the payments are deposited to the property management company.  It is at the Property Management Company’s discretion as to whether they are willing to return the funds to the complainant or not. Clickpay/Realpage is not able to determine if the complainant is entitled to a refund from the property management company, that decision resides with the property management company. The complainant will need to look to the property management company directly for resolution.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  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.

  Spoke to a representative she was very impatient and rude. The phone disconnected I called back (same lady by the name of *** claiming she wasnt the last person. I asked for her reference number and she hung up on me I called back, **** answered. Spoke to him about what was going on and he acted as if he had no clue what was going on and that we can start all over. As I was explaining he mentioned the same conversation I previously had with past representatives. After getting some possibilities. Bottom line that they werent going to refund the bounced payments back, he repeatedly said hes sorry and he couldnt do anything. Then I thought he was being professional so I said its ok we learn he then said have a great day I said thank you and again have a good day I thought he didnt hear me again I said thank you we learn he said again and thats when I realized he was being smart. I will never use this way of payment again. Your representatives are totally unprofessional and have no patients. Because of the accents I was unable to fully understand and when I stated Im sorry I dont understand she became very impatient and rude. I set up auto pay and when you have a scheduled payment and cancel it doesnt cancel the last payment and blah blah blah I got charged 16 for bounced payment and I have the money there so I was told to contact my bank to hat I called them to cancel which Ive never done. Im lying click pay more than my rent. Ill go back to mailing my rent. Im done with the sarcasm and the acting when matters is very important. I need straight talk not talking around.

  Business Response

  Date: 06/26/2023

  Per the complainant's request, the Clickpay profile has been deactivated today. Therefore the complainant will no longer receive correspondence from ClickPay or auto payment drafts through the Clickpay system. 

• Initial Complaint

  Date:02/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  **** ****

  Business Response

  Date: 03/08/2023

  Adherence to all payment network rules and guidelines is a
  priority to RealPage/Clickpay. In response to the complainant, we provide the
  following.
  
  1. Property
  Management Companies (PMC) do not operate exclusively in Card-Absent Environment. PMC’s contracting with
  Clickpay offer their tenants multiple payment methods such as direct
  payment to the leasing office, lockbox services, and ACH and Credit card
  processing services provided by ClickPay.
  2 .All
  card brands are assessed a fee based on the card brands rules and
  regulations. Visa is the only card brand that mandates a fixed and flat
  fee be assessed, other card brands allow for a percentage of the
  transaction amount. Clickpay makes every effort to align the fixed and
  flat fee to that which is charged on the non-visa card transactions (i.e.,
  2.95%). With respect to ACH payments, they are governed by a different
  organization called NACHA. As such, the card brand rules do not apply to
  payments made by ACH.  
  3. The
  definition of a recurring transaction as it relates to the application of
  convenience fees by Clickpay do not apply because the requirements
  associated with a Recurring or Installment payment are not met. Consumers
  can cancel or change payment methods, frequency, amount, or type without
  penalty.
  
  The application of Convenience
  fees by RealPage has been addressed with the card brands and regulators and we
  have been found to follow their rules.