Neighborhood Pay Services

I was signed up with NPS (Neighborhood Pay Services) when I moved in to my apartment in 2014. The secretary of the apartments completed my NPS application. She then told me the amount of money I needed to tell the HR department at my job to have taken out from my paycheck twice a month, as a direct deposit to NPS. In return NPS would send my full rent payment to my apartment complex. I renewed my Lease in November of 2018, my rent was raised, I updated my direct deposit with my job, and NPS continued to take the rent out and paying it to *** each month. During that time I never received any correspondence from NPS regarding my monthly payments.

About 3 months ago I was made aware by my current management company at the same apartment complex, that NPS was not sending them my complete rental balance for my rent payment, therefore leaving me with a balance owed for my rent. The apartment assistant manager and myself called NPS to see why they were not receiving the full rent, even though the full rent was being taken out of my account each month.

We were rudely told by a NPS representative (a woman), that I have been receiving monthly bills through my email that included my balances and the “fees” that they charge each month, therefore I should of known about the “fees”. We were also told that NPS charges a couple of different “fees” and that those “fees” are taken out of my rent each month, and then NPS sends what is left, to the apartment each month for my rent. They also told us that the “fees” change each month that is why the payments sent for my rent each month was different. That was the first time I was given any notice that NPS was charging “fees” on my account, or that I was supposed to be receiving monthly bills via email.

I called NPS on my own today September 12, 2019, and I spoke to a man. I was told that they had been taking FEES out of my rental amount from the beginning of my lease. He also told me that they don’t send out monthly emails to anyone regarding their payments or their bills, contradicting the lady we had spoken to before. He also told me that, since NPS is only able to see 2 years back they had no record of what was done with my account since the beginning in 2014. He told me that I had set up an online account at one point, and that they had the right to take fees out of my rent each month without notice. After our conversation today I went online to see if I could see an “account” in my name, and I was not able to sign in because I needed an NPS Code that I DON’T HAVE!!. Therefore, I never made an online account with NPS. In addition, their website does not show the monthly “fees” they charge customers.