PayLease

After conducting a thorough investigation of this matter, it was determined by all interested parties that these payments were initiated by the resident, [redacted], Jr. to an invalid bank account entered into his profile. As both of these payments were initiated both times by the resident, we are unable to grant the reimbursement of fees. We apologize for any inconvenience this has caused. Thank you,[redacted]Manager, Resident Services

Mrs. [redacted], Thank you for your message. I have confirmed that the AutoPay has been cancelled and no payment was ever processed. As an [redacted] managed account, all website concerns such as design and display of fees needs to be updated by [redacted] directly. [redacted]
Customer...

Service can be reached at [redacted]. If you have any other questions or  concerns please do not hesitate to reach out. PayLease can also be contacted at [redacted] 24 hours a day, 7 days a week. Thank you again for contacting PayLease!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I spoke with my property management and they said the $25 fee is charged by Paylease and not them.]
Regards,
[redacted]

After speaking with our refunds department, this error was made due to a newly hired employee who was not aware that due to our inability to process two payments for one resident in one day, we need to combine multiple payments. When it was looked up in the system, it appeared that the amount had been refunded despite the fact that it had not processed. This individual has been spoken to and is now fully aware of the protocol.Our refund team has issued the refund today and the credit should appear in Mr. [redacted]'s account within 1-2 business days.We sincerely apologize for any inconvenience this has caused and please let me know if there is anything further that I may assist with.[redacted]Manager, Resident Services

We apologize for any inconvenience this situation may have caused. In order to assist you further please contact PayLease's level two support @ 866-729-5327 and ask to speak with the customer service Supervisor.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]Yes this is something that I would like done. This has already been done before that is why the email was sent. I can fwd the entire email with the blocked out bank account information that was sent from your company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
My card company sees no refund. I believe the reason we are not seeing a refund is because the card the are trying to refund on is voided due to fraudulent activity on it. Could you please tell me the last four of the card pleas.

Our refunds department attempted to issue the refund and it was determined that the chargeback was already made. [redacted] already took this fee from PayLease and it is up to them to credit Mr. [redacted]'s account.  Mr. [redacted] will need to contact [redacted] to determine why this refund has not been issued.We do apologize for any inconvenience this has caused.Best regards,[redacted]Manager, Resident Services

We apologize for any inconvenience this situation has caused. The Customer Service Manager will be reaching out to you today for further account review.

As of this morning the refund has been credited to me.  So I can now close this satisfactory.  Thank you for your help.

Should we find the transaction has indeed been cancelled and no charges made, we do find the matter resolved. This notwithstanding,  the "convenience fee" and the amount should be disclosed early and not after the registration has been confirmed.[redacted]

Hello again Ms. [redacted], I can confirm this payment was refunded back to the card ending in #[redacted] on January 20th, 2016 (please see attached). As mentioned in my email on January 19th, 2016, we do apologize for the delay in the fee refund. As the original payment had already been refunded, our accounting department has to work with the credit card processor directly to initiate a second refund for the fee. This is what caused the delay. I have also sent a follow up email to you yesterday January 20th, 2016, stating that the refund has been processed and it may take 1-2 business days for your credit card company to release the funds. If you have any other questions or concerns please feel free to contact me. Thank you.

PayLease has not and will not as any fees for this type of returned payment. If you wish to discuss this issue further please contact PayLease directly at [redacted] and ask to speak with the tier two supervisor.  Thank you.

We
apologize for the inconvenience this situation has caused.  In order to
assist you further the Customer Service Manager will reach out to you
via the telephone and email.  If you would prefer to contact us, please
contact PayLease at ###-###-#### and ask to speak to the Customer...

Service Manager.  Thank you.

Dear Mr. [redacted],We sincerely apologize for the failure on the part of our agent to disclose that the $33.95 service fee would not be included with your requested refund amount. I have initiated a refund request for the full amount of the service fee be processed today and you should see $33.95 appear...

on your credit card within 2-3 business days. Thank you for your patience and understanding and again, we apologize for the error.

I do appreciate your help on this Ms. [redacted]....the confusion was that the refund was promised on the 1/11 email you sent to me.  The email stated that it would take 1 to 3 business days to process.  I gave it until 1/18 in which I followed up with an email to you.  As of today it hasn't posted but I will give it a few more days...after I receive it I will contact the Revdex.com immediately with resolution.  Again I thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

?Thank you for contacting PayLease. According to our system, this payment was returned by your bank with the code R03-No Account/Unable to Locate Account.  Most typically what this indicates is that the account number was not entered correctly.  To verify the account number used, you can...

call us at [redacted].  If you believe the account number is correct, please contact your bank directly.  Please note the $25.00 NSF fee is only charged by PayLease if the payment had been returned for insufficient funds, which this was not. Any fees that you have incurred for this returned payment will be from your Property Management company. Please let us know if you need further assistance.

We
apologize for the inconvenience this situation has caused.  In order to
assist you further the Customer Service Manager will reach out to you
via the telephone and email.  If you would prefer to contact us, please
contact PayLease at 866-729-5327 and ask to speak to the Customer...

Service Manager.  Thank you.

We apologize for any inconvenience this situation may have caused. In order to assist you further please contact PayLease's level two support @ 866-729-5327 and ask to speak with the customer service Manager.