Payment Service Network, Inc

I have used the system for awhile. Not using auto pay because bill is due a couple weeks before my check comes. The few times I set up a extra payment for the next month it comes out as two payments made in the same month. This has happened 3 times. I can’t afford 240.00 in electric in one month. I looked carefully at the dates and made sure I set them right. Now I checked and it’s the same dates. I will no longer use PSN. I want snail mail and will pay directly to the electric office.

I have received your Revdex.com compliant against Payment Service Network Inc (PSN). In researching your compliant, PSN realized that you were in contact with our valued customer, SCI Shared Resources LLC (parent company of your funeral home)PSN is a third-party payment
processor that SCI utilizes to accept payments online, over the phone and via automated phonePSN forwarded your compliant to our contacts at SCI to assist us in responding to your claims. Since you spoke with a customer service representative at SCIPSN has been in contact with SCI and their communication with you regarding your son’s account, the updating of the email address and etc SCI forwarded to PSN the email that was sent to you Dear Ms***, Thank you so much for speaking with me today regarding your recent encounter with our Customer Service Department. We truly appreciate customers who take the time to let us know about their experiences with our company. I realize how frustrating it must have been to not receive the answers to your questions when you contacted our Customer Service Department. I can assure you that providing exceptional customer service is a top priority. While I am confident in the staff, you certainly did not receive the service that you deserved. We have addressed the accent/language issues with Omar and he will receive additional training and coaching. Additionally, I have spoken to the Operations Director and have verified that there is a “chain of command” policy in place that was not followed and this policy has been reinforced with the customer service representatives and supervisor to confirm that they have a complete understanding of this process. You can be assured that contract #*** is in good standing and that your automated monthly payments will be deducted on the 5th of every month as requested. Please know that you are a valued customer and we thank you for bringing your concerns to our attention. I am confident that your future communications with our company will reflect our commitment to providing our customers with “world class” customer service and satisfaction. Best regards, ***
*** ** ***| SCI Shared Resources, LLC | Manager of Corporate Accounting | *: ***
*** *** *** *** * *** ** *** *** *** *** *** *** I hope this have been rectified to your satisfaction Sincerely, *** *** Underwriter/Fraud Analyst Payment Service Network, Inc866-917-x (Toll Free) 608-442-(Voice) 608-442-(Fax) [email protected] Your Complete PAYMENT, BILLING & COMMUNICATIONS Solution Provider This information is for the use of the individual or entity named aboveThis information should be considered confidential and treated as suchIf you are not the intended recipient, you are hereby notified that any disclosure, copying, distributing or other action regarding the contents of the information is strictly prohibited. If you have received this transmission in error, please notify us immediately by telephone

Dear JC***
I am sorry you received a late fee on your utility
bill. Let me take the time to explain how Payment Service Network’s (PSN)
system works. I do see that you have signed up for both electronic and
paper invoices. You should have received
both an email stating that your
electronic bill was available for viewing and a paper bill in the mail.
PSN sends out an email when the bill is available for viewing and a second
reminder email within days of the bill being due I do see a reminder email
was sent to you on April 22nd by the systemThis email could have
been received in a junk email folder or spam email folder or blocked by a pop
up blocker I do see that your last viewed your ebill within your profile
on May 2nd
You should have received your paper bill in the mail
(depending upon mail delivery times) around the same time as the ebill is first
viewable on your profilePaper bills are the responsibility of your utility
department Late fees are at the discretion of the utility. For a
refund on the late fee, you will have to speak to the utility company
A way to avoid late fees it to set up auto-pays on your
account. This could be set up to your specifications on the date paid and
dollar amount PSN can setup up auto-pays for monthly, bimonthly,
quarterly and yearly payments depending on you requirements
I have passed along your suggestion of an email being
generated if the payment hasn’t been received with a certain timeframe.
If you have any other additional questions or concerns,
please contact Customer Service at 866-917-

Dear Ms ***, In researching your complaint, our records indicate that you have made successful payments on July for $205.12, September for $145.55, and November 12, for $through Payment Service Network, IncIn addition, our system indicates that a payment was attempted on
October 14, for $When the Terms and Conditions box and Submit button is not selected, the payment goes into an initiated status and will not complete the paymentThe system is not showing any initiated payments in January 2018. You mention that the system stated that the payment was being processed. To confirm that the payment was completed, you will received a confirmation number online and an email sent to you email address we have on fileIn addition, you can immediately see the payment in your payment history in your profileIf you do not receive the confirmation number, it means your payment was not processed. You should have received confirmation emails from your three payments last yearIf you did not, I recommend checking your junk or spam foldersYou have the ability to log into your profile at any time to view and check the status of your payment in the payment history option. You can also check to see if a payment has been approved, pending or did not go through Regarding the fees accessed when your water was disconnected, you will need to speak directly with Mason CityMason City handles all billing regarding your accountMason City’s contact number is 641-421- We apologize for the unsatisfactory customer service that you received when speaking with Payment Service NetworkWe will review customer service procedures with our Customer Service teamSincerely,*** ***
Underwriter/Fraud AnalystPayment Service Network, Inc.866-917-x (Toll Free)608-442-(Voice)608-442-(Fax)[email protected] Tell us why here

Dear ***Payment Service Network, Inc(PSN) would like to take this opportunity to explain how our system worksTo let you know, PSN is only the payment processing service that your property management company uses for online and phone paymentsPSN does not handle the monthly
invoicing for your rent. For questions regarding your monthly bill from your property management company, you need to speak with your leasing office In addition, PSN does not receive the monthly rent amounts from your property management companyPSN is not aware of what the correct rent amount is each month.Please contact your property’s leasing office to discuss your questions regarding your monthly invoice. You can contact them at 432-262-3611. If you have any other additional questions or concerns,please don’t hesitate to contact PSN’s Customer Service at 877-390-

Dear [redacted], I understand you had difficulties making your December rent payment to Granada Apartments. Payment Service Network, Inc. (PSN) did submit the rent request to your financial institution on December 3rd and on December 6th, but the financial institution sent back a message...

stating “No Account on File”. The financial institution does have five business days in which to send back a response of declined, rejected, insufficient funds to PSN. When PSN sends the request to the financial institution, this is an automated process with the financial institution’s ACH department.  The ACH department automatically sent the payment back to PSN when the account number did not match the account number in their system. When you spoke to your financial institution, they would not be showing a record of the attempt since the ACH department returned the payment automatically. When this happens, there is a problem with the bank account number listed in your secure profile. I do see that you called in on December 11th and spoke with one of PSN’s Customer Service Representatives. The Customer Service Representative offered to have a conference call with your financial institution to see if the problem could be resolved with your bank account number.  From the notes on your profile, it was confirmed that the account number being used was incorrect. The bank representative provided the correct bank account number and this information was utilized to submit the two payments on December 11th and the 12th. These two payments were successfully processed and applied to Granada Apartments.  PSN’s records show that you did make a payment on January 3rd using a new checking account number.  In regards to the $85.00 late fee, the fee is assessed by Granada Apartments.  To receive a refund of the $85.00, you will need to speak with your property manager. Regarding the additional $25.00 convenience fee charged to make a phone payment via PSN, this is the current account configuration for Granada Apartments.We apologize for the inconvenience of trying to make your December rent payment.  It looks like that banking information is now correct on your profile. If you have any additional questions or concerns, please contact Customer Service at 877-390-7368.Sincerely,   [redacted] Underwriter/Fraud Analyst Payment Service Network, Inc. 866-917-7368 x 5092 (Toll Free) 608-442-5092 (Voice) 608-442-5116 (Fax) [email protected]     Your Complete PAYMENT, BILLING & COMMUNICATIONS Solution Provider This information is for the use of the individual or entity named above. This information should be considered confidential and treated as such. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distributing or other action regarding the contents of the information is strictly prohibited.  If you have received this transmission in error, please notify us immediately by telephone.

Dear [redacted] Payment Service Network, Inc. (PSN) sincerely apologizes for the misunderstanding regarding your payments in July 2017. Let me take this opportunity to inform you how PSN’s systems works.  I do see your attempted payment for $117.21 on July 12, 2017 in our...

system.  The reason this payment was rejected was due to an incorrect account number.  We received that message from the bank stating the account number that was entered did not match the account on file for you. Your bank must have matched the incorrect number to your account to attempt to pull the funds from the account. I do see in our system that we did refund the money back to you on July 17th, 2017.  PSN will only attempt one payment collection from your account per payment.  We will not reattempted collection if a payment is returned to us. The delay in return is due to the information sharing between the bank and PSN. The payment on July 12th looks like it was the first time you used your checking account on PSN.I also do see your payment on July 12, 2017 for $100.00 which was deposited to Sauk Village.  Sauk Village has the ability to log into the system to see which payments have been attempted, made and declined.  It is up to them to decide fees accessed and water disconnections.  I would recommend speaking with Sauk Village regarding your water reconnection fee since you did make the $100 payment on the 12th of July with your card.Regarding the other fees you are requesting reimbursement from, please submit to Payment Service Network a copy of your bank statement showing the draft with NSF, we can refund the NSF fee as a one-time courtesy, as long as we have not refunded a NSF to you previously. You can send a copy either by fax at 608-422-5050 or email [email protected]. Again we sincerely apologize this mistake happened. If you have any additional questions or concerns, please contact Customer Service at 877-390-7368. Sincerely,[redacted]
Payment Service Network, Inc.

Review: Payment Services Network supposedly has been requested to send electronic bills to indicate that a sanitation charge is due. I did not receive any electronic notice. Yet, I did receive a hard copy bill - with a late charge - after the bill was due. Neither Payment Service Network nor the sanitary district of my city will consider that a mistake was made on their part. Furthermore, if Payment Services Network is suppose to send electronic bills - why didn't it send an electronic "reminder" ... just in case the first notice was not received. NOW, I am having to pay a charge that was not appropriate based upon my past "on-time" payment history.Desired Settlement: I would like a billing adjustment, but I would like Payment Services Network to set up "electronic notices" if payment hasn't been received within 5 days of a due date. It would save everyone a lot of hassle and irritation.

Business

Response:

Dear J. C. [redacted]

I am sorry you received a late fee on your utility

bill. Let me take the time to explain how Payment Service Network’s (PSN)

system works. I do see that you have signed up for both electronic and

paper invoices. You should have received both an email stating that your

electronic bill was available for viewing and a paper bill in the mail.

PSN sends out an email when the bill is available for viewing and a second

reminder email within 2 days of the bill being due . I do see a reminder email

was sent to you on April 22nd by the system. This email could have

been received in a junk email folder or spam email folder or blocked by a pop

up blocker. I do see that your last viewed your ebill within your profile

on May 2nd.

You should have received your paper bill in the mail

(depending upon mail delivery times) around the same time as the ebill is first

viewable on your profile. Paper bills are the responsibility of your utility

department. Late fees are at the discretion of the utility. For a

refund on the late fee, you will have to speak to the utility company.

A way to avoid late fees it to set up auto-pays on your

account. This could be set up to your specifications on the date paid and

dollar amount. PSN can setup up auto-pays for monthly, bimonthly,

quarterly and yearly payments depending on you requirements.

I have passed along your suggestion of an email being

generated if the payment hasn’t been received with a certain timeframe.

If you have any other additional questions or concerns,

please contact Customer Service at 866-917-7368

I have been using PSN to auto pay my water bill for a little over a year. The card they had on file expired, but I continued to receive confirmations for the payments. I was also given conflicting information from the representative and the supervisor I spoke with. Specifically, credit card payments are approved or declined instantaneously when submitted, versus, the payment may be declined after the confirmation email is sent. I was also told that the "Payment Confirmation" email does not confirm that the payment was received; it is only used to inform you the transaction is going to take place.
Equally frustrating was the lack of responsiveness from the supervisor. I called at 9 AM, when the representative was unable to sufficiently answer my questions I asked to speak with a supervisor. I was told the supervisor was on another call, but would call me back when she was available. By 2 PM, I hadn't received a call and called back. The supervisor I spoke with was presumptive and rude. She continually interrupted me as I was speaking and kept telling me that is their system. I was able to discover that I can pay the utility company directly and do not need to deal with PSN. I seriously hope others will reconsider before doing business with PSN.

On October 1 st,2014 the PSN came into my account and tried to withdraw 1351.50 saying that they had a authorization to do so and that I set up recurring payment plan on my rent. Since I get paid at off times I would never set up an account that took my money out of my account at 12:01AM October 1st,2014. the whole deal is they never even notified our gave any type of warning they were doing this to my account.

My landlord reality Company uses this company to make payments through. So because the money was not in the bank at that exact moment they charge me back a fee of $35.00 not knowing I had made a payment to them on October 2nd,2014 for the amount of 1351.50. Now I received a confirmation number showing I made my payment at 9Am on tuesday Oct 2nd, 2014 . I noticed my bank was never getting it withdrawn which lead me to believe the company was up to something. sure enough on October 3rd,2014 I get a charge for $35.00 for hot check fee because the money was not in the bank at 12:01 AM even though it was in the bank at 2PM that day it did not matter. they cancelled the draft sent it back instead of asking the bank to try one more time, but that is not what they are after they want $35.00. Anyway they said after I made the payment that somehow I got back into the system 5 minutes later and cancelled the payment I had a confirmation on how would you do that is what I asked them they said they give there customers the option after getting a confirmation to cancel there payment does that make a hills of beans since. Of course it does not. I tried to reach them no one ever will call back it is only email so there must be only one guy at this business acting like it is a big business were really it is a business working out of someones garage I suppose. After threatening them with exposure they want to return the $35.00 dollars they robbed from me. I really don't need it our want it I want them to pay the price through the attorney general looking into operating a financial institution without a banking license and bond. Which I have looked for in the State of texas. Something does not look right about these guys whatsoever. For $1.50 to take a check over the internet could be profitable but lets ramp it up on the poor folks and say they sign up for auto draft just think how many over drafts you could get at $35.00 dollars a whoop. I would say many that is only part of there game though. Just be careful with these guys as merchants looking for a company to do your business and a client like me week to week living that cannot afford th games the scammers try to get away with these days.

By the way they say it is all on there computer system that says they are correct. What a coincidence!!

I would not recommend this company. WE pay our water bill using PSN and if your credit card has expired, you don't get a message saying that your payment didn't go through. You assume it does, and next thing you know you get a late fee on your water bill. This has happened twice. I called PSN to tell them that there is a glitch with the system. The representative basically told me that the system works fine and I must be confused, pretty insulting and rude. I will go back to snail mail and send a check in from now on, I don't trust their website.

Review: I have lived in the Apartments for 1 year. I have used Payment Services Network almost every month and I have been very diligent in keeping track of the accounting aspects of the billing information. Also, I have a habit of paying over the amount due. Any normal billing company would put that overage on as a credit on the next bill. I should have had a $50-/+ credit due to me on this last bill dated 8/13/15. Instead there is a balance forward of $34.66 which makes no sense.Desired Settlement: I would like to see the credit for the correct amount to show that Payment Services Network is and will always pay attention to their customers and customers bills.

Business

Response:

Dear [redacted]Payment Service Network, Inc. (PSN) would like to take this opportunity to explain how our system works. To let you know, PSN is only the payment processing service that your property management company uses for online and phone payments. PSN does not handle the monthly invoicing for your rent. For questions regarding your monthly bill from your property management company, you need to speak with your leasing office. In addition, PSN does not receive the monthly rent amounts from your property management company. PSN is not aware of what the correct rent amount is each month.Please contact your property’s leasing office to discuss your questions regarding your monthly invoice. You can contact them at 432-262-3611. If you have any other additional questions or concerns,please don’t hesitate to contact PSN’s Customer Service at 877-390-7368.