Paya
Reviews and Complaints

Paya is a bad company. They rip off their customers financially. They keep charging you even after you stop using their services. And when you cancel your contract, they hit you with a $199 fee. Don't even think about using this company. I'd give them zero stars if I could, but I have to give them at least one, which they don't even deserve.

So, I saw this weird fee of $110 taken outta my checking account (pretty big deal for me). After some digging, I found out it was Paya who did it. What the heck was it for? After waiting for days, I finally got a call from some account guy who told me it was for some business "assessment" from some random company. But, I never even knew about this assessment thing! I didn't say it was okay to charge me for it! This is just not cool and shady. Plus, the token they gave me to activate my account didn't even work for months, but I still had to pay for it. This company is a total joke.

I got a lot of complaints from my customers that Paya charged them twice. After 7-10 days, the money was put back, but our customers were really mad. They shouldn't have to wait that long for their money to come back. Paya shouldn't be charging customers twice. We picked Paya because they work with SAGE 50. When we ran a Visa card, we got an authorization code and everything looked good on the Sage side. But when we checked the Paya reports, the report would show a "void" and then a few days later, the transaction was processed again with a "settlement". This caused the customer to be charged twice. Paya said the extra charge was on "Authorized Hold" at the bank. But in two cases, the customer said they were actually charged and not on "Authorized Hold". They disputed the charge with their bank and got their money back. One customer never got their money back. We told them to dispute the charge with their bank and they did, and got their money back. But Paya did a charge back to our company after 4 months. We tried to dispute the charge with Paya, but their customer service kept giving us the run-around. It's been since last year (Dec 2019) and we still haven't solved the problem. They told us to use the "Charge Back" service, but they just referred us back to Paya customer service, who never called us back. I don't recommend this Visa Card Company. We switched to Card Connect and haven't had any problems. I only gave Paya one star because I wanted to leave a review.

We signed up with Sage for our CC payments 8 years ago, and it was all good. But since it became Paya, we've had headaches. The latest issue is that we keep getting charged $35/mth for Non-PCI compliance, even though we weren't due for renewal until April! I call them every month to tell them to credit this off, they apologize, assure me that they've fixed it and that it won't happen again since we're not up for renewal until April. But despite them always saying it was just a one-time mistake, it keeps happening (they charged it on our Nov, Dec, Jan, Feb statements and now waiting to see if the same fraudulent charge will be on our next March statement). I've wasted so much time calling every month and all the transfers-- last month I asked to speak to a supervisor to air my frustration about these sneaky charges but was told there were no supervisors available and that one would call me back. None did, I called a week later and was again told that no supervisors were available? In my opinion, apologizing for one month's charge and correcting is fine, but doing this every month is bordering criminal behavior. I wonder how many thousands of other businesses are incurring the same non-compliance charges when they're also not yet up for renewal either? And since they stopped mailing out monthly statements (which we used to get every month when it was Sage), unless you log on to their website and closely check all of the line item charges on the Paya statements, this charge is very easy to miss...I imagine that this unethical practice has become quite profitable for them, but I am documenting everything and will be contacting the Virginia AG office to let them pursue...

I been tryna cancel my merchant account for weeks now. I called like 8 times and left voicemails but nothin'. I talked to 3 different peeps in the cancelation department and all 3 times they put me on hold and then the phone just sends me to another voicemail. I called twice and waited like 10 minutes and then it says "we can hold your place in line and call you back" but then it says "error has occurred." Like, what the heck? I just want my account canceled and it shouldn't be this hard.

So, I got this bill from a doctor I paid last year, and it said I still owed them money. But I had proof that I paid it already. So, I called them up and they said that Paya, the company that processed their credit card payments, messed up and didn't take the money from a bunch of people's accounts. My bank confirmed it too. The doctor said they fired Paya, but now they want their money back from me. I think Paya should take responsibility and help out somehow. Don't companies like this have insurance for when they mess up big time?

We signed up with Paya thinkin' they could use Sage100 for ACH and send a link to collect funds from an unknown vendor. But nope, that ain't what happened. We never even used the dang program and I told the agent we couldn't use their services. But they still charged us $35 a month, which went up to $55, and we ended up payin' $355 before I cancelled. And we didn't even use it! They said they'd give us a refund of $145 for three months of charges (one month at $35 and two months at $55). But when I got the refund, it was only $105. I called and asked where the other $40 was and they gave me $20. But then I called again for the other $20 and haven't heard nothin' since. This is some real bad business practices, chargin' us for not even usin' their product.

I had Paya for 3 months and they charged me $75 twice. I asked them why and they said it's an annual fee, but I already asked the sales guy and he said there were no annual fees. They couldn't explain the other $75 either, even when I showed them my bank account. Every time I ask, they say to ask my sales guy, but he's been MIA for 2 weeks. I want to close my account, but they want to charge me $800. Please refund my fees and close my account for free.

Paya is a card swiper we used on our website. The Paya thing got hacked with our login, but Paya says it wasn't them. The hacker put in a ton of credit card numbers on the Paya thing (with our login), and the Paya thing said yes or no to the charges straight to the hacker. We didn't know about this until Paya stopped our account. Meanwhile, we got charged 25 cents for each thing the hacker did. Paya said it wasn't their problem. This went on for a few days. Other companies using Paya had the same problem and Paya just did a "patch" to stop it from happening again. This was a cybercrime and we didn't do it. It was Paya's fault but they won't say it because they don't want to pay for it. Paya should say they messed up and give back the money they took from us.

My company stopped using credit card processing because of COVID-19. I cancelled my service on April 8th with Douglas *** via email. On April 9th, Douglas asked for more info which I gave. On April 10, Larry *** sent an email to ***@help.paya.com asking to close the merchant account and waive the ETF. On May 4, I was charged the monthly fee of $57.50. I've made phone calls and sent emails, but I keep getting told the refund will happen. PAYA shouldn't have changed my account 30 days after I closed it. As a travel company with no business, I needed to stop service temporarily. I plan to resume once travel opens back up. I won't use or recommend your company. I've emailed or talked to Larry ***, Lisa ***, Nicholas ***, and Key'ira *** (the most responsive). YOUR COMPANY CHARGED ME FOR SERVICE I NEVER GOT. Product_Or_Service: Credit Card Processor

So, I had this account with Paya for 16 years and I decided to close it in October . But then, on November 4, I saw that Paya had taken $2,500 from my checking account as a "closure fee". I didn't agree to this fee and I didn't even know it existed. I opened a visa/mastercard merchant processing account with Alliance Merchant Services in 2004 for my small business (Publishers Selection) and then Sage Merchant Processing acquired Alliance Merchant Services and then Paya acquired Sage Merchant Services. But I never agreed to any "closure fee" with any of these companies. If I had known about this fee, I would have gone with a different processor. I'm asking the ComplaintsBoard.com and some government agencies to help me get my $2,500 back from Paya.

Paya said they'd give us our money back twice, but they never did and they won't answer our emails. They said they'd give us back the first two charges of $35 from our bank, but they never did. I didn't know why they were taking our money, so I said to cancel the account because they said there were no fees. But then they took $775 from our bank when we canceled, so I called and said they said there were no fees. I was going to stop the payment, but they said they'd give us our money back, but they didn't! So I called again and said to reactivate the account because we couldn't afford to lose $775 right now. They said on 8/17 that Mrs. Rose authorized the refund and we didn't have to reactivate the account. But they still haven't responded to our emails or calls and they haven't given us our money back. First they said they'd give us $70 back for the two $35 charges, but they didn't. Then they said they'd give us $775 back, but they didn't. They're easy to set up, but they won't help you out after that!

So, I had this charge on my bank account for $110 and I had no idea what it was for. I tried to figure it out myself, but it took me over a week to finally get in touch with someone at Paya. They told me that it was a third party called Aperia who charged me for some "assessment" that I was supposed to do for my business. I never agreed to this and Paya never told me about it. It's straight up fraud if you ask me. I talked to an agent named *** and he just gave me Aperia's contact info like it was my problem to deal with. That's not right. Paya should take responsibility for this and not make me waste my time trying to fix their mistake. I'm going to have to file a fraud claim with my bank now and it's going to be a huge hassle. This is not how you do business.

I had a really bad experience with Paya during the pandemic. I asked them to waive fees and extend my contract due to the state of emergency in New Jersey, but they refused. Instead, they told me I would owe them more money if I cancelled my contract. I tried to cancel back in March, but they didn't listen to me. They've been charging me for things I didn't even use, like gateway access fees and non-compliance fees. They don't even answer my questions when I call them. I reached out to them multiple times for help, but they didn't do anything. It's really frustrating as a business owner to have to deal with this kind of treatment. I spoke to Jasmine, Abby, and Tristan, but they didn't help me at all.