| 03/26/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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|
Web |
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Hello CFPB, XXXX XX/XX/2020, I authorized Plastiq to charge my credit card, write a check in the amount of my mortgage payment, and mail that check to the bank that holds my mortgage. Plastiq is a company that allows its customers to earn credit card points on bills that can't usually be paid by credit card. They charge your card, and then they write a check to the recipient and mail it out.
The charge was for {$2200.00}, and it posted to my XXXX XXXXXXXX XXXX credit card account the next day. That reflected a {$2100.00} mortgage payment and a {$61.00} processing fee. Plastiq wrote a check for {$2100.00} and sent it through the mail, intended for XXXX XXXX in XXXX, Georgia.
However, XXXX XXXX never got this check because somewhere in the delivery process, it got routed to the wrong business. A company called XXXX, XXXX, which has an office in the same building as XXXX XXXX, picked it up and cashed it. I know this because I obtained an image of the check from Plastiq, and a representative from XXXX showed me that the endorsement line on the back said " XXXX ''.
The check was addressed to : XXXX XXXX, XXXX XXXX XXXX XXXX, Building XXXX, XXXX XXXX, XXXX, GA XXXX It was intercepted by and cashed by : XXXX XXXX, XXXX XXXX XXXX XXXX Building XXXX XXXX XXXX, XXXX, GA XXXX I have attached an image of the check, provided to me by Plastiq, that shows that it was cashed not by XXXX XXXX but rather by XXXX XXXX. The front of the check shows that it was clearly intended to pay my mortgage at XXXX XXXX. I do not have any association with XXXX XXXX.
I tried resolving this issue through Plastiq 's customer support, but over the course of nine different chat sessions spanning two months, I was consistently told that the chat agents didn't know what was going on because it was being handled by an entity called " XXXX XXXX XXXX '' which is Plastiq 's back-end bank. I submitted all the affidavits they asked me to submit, but could not achieve a resolution or even an update on what was going on.
Frustrated by this, I disputed the credit card charge with XXXX XXXXXXXX XXXX. I submitted the image of the check showing clearly that it had been cashed by an unintended third party, along with logs of all nine attempts I had made to resolve the issue with Plastiq 's customer support. Plastiq responded to XXXX XXXX XXXX XXXX dispute process something to the effect of " the customer 's check was written and cashed as intended. '' This was very frustrating to me, as it showed that whoever at Plastiq was handling this dispute didn't understand the basic nature of the problem : the check got put in the wrong mailbox and was cashed by some random company!
To add insult to injury, XXXX XXXX XXXX ruled in favor of Plastiq! Plastiq simply asserted without evidence that the check had been cashed as intended ( despite that it was stamped XXXX on the back, and not deposited to XXXX XXXX ) and XXXX accepted that assertion over all the evidence I provided them.
So I'm currently out {$2100.00} that was intended for my account, and a company I've never heard of until this ordeal has that amount in its account. The problem I've got here is that no one is motivated to fix this for me, because I'm the one holding the bags here - none of these companies are out any money that would motivate them to fix this for me. ( And in the case of the mysterious XXXX XXXX, they have a sudden windfall that they've just pocketed. ) I have considered contacting XXXX XXXX directly about the fact that my money is in their account but I have no idea who they are, what they do, or who my point of contact would be with them. That's something l 'd like the CFPB 's help with, since I feel out of my depth there.
NOTE : Since this happened, XXXX XXXX transferred my mortgage to XXXX XXXX XXXX. I no longer have an account with XXXX XXXX, as my mortgage is now with XXXX XXXX XXXX.
|
| 02/01/2023 |
No |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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|
Web |
Servicemember |
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I attempted to send money domestically to a vendor for a series of items at an agreed upon price. I entered my payment information and received confirmation that my credit card was charged. The next day, I then received notification that my transaction was canceled because the bank was " unable to support '' my transaction. I was referred to a document on their website about supported purchases. My purchase did NOT fall under any of the unacceptable items and could easily be categorized in several explicitly acceptable categories. I then resubmitted the request with updated information, and again the transfer was cancelled with no explanation. I then attempted to contact the company using the links they provided. I tried the phone number listed on their website, but it was an unmonitored number and would not connect me with a representative. I then tried the " chat feature '' I was referred to, but this was automated and also didn't have any method to reach a human. I then emailed the account services team with my complaints/concerns, and I was reconnected with the same representative ( XXXX XXXX who canceled my transfers in the first place. I was rudely told I was no longer welcome to use their services, and I was not given an opportunity to explain my rationale or logic for the transaction. As a result of these transactions, this banking company has a significant portion of my funds being held for 5 business days.
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| 10/27/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
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- Unauthorized transactions or other transaction problem
|
|
Web |
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On XXXX, on Plastiq company website ( https : //www.plastiq.com ), I submitted a payment request of {$890.00} to my mortgage XXXX ( XXXX ) XXXX to pay my monthly mortgage balance due. That amount, with {$26.00} processing fees, totaling of $ XXXX charged on my credit card ending in XXXX. However, Plastiq never delivered the payment. I followed up with XXXX mortgage team multiple times, and they confirmed they never received the check, therefore, my mortgage account never got credited.
When I reached out to Plastiq support team and asked for evidence that the check has been endorsed by XXXX XXXX, Plastiq can not provide this evidence. They only shared an image of the check that has the front populated by some generic information, the the back of the check image is empty, no endorsement at all.
I've been creating tickets and asking Plastiq to re-send the payment or refund the money to me. However, they refused to do so and never gave me a direct answer about the inquiries.
They used to have online real-person support within the web portal, but recently switched to ticket-only support, which makes the communications even more difficult.
I appreciate the CFPB platform and really hope I could get help from the CFPB team to get my money back or have them fulfill the service.
Thank you!
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| 06/15/2022 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Money was not available when promised
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|
Web |
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On XX/XX/XXXX, I submitted a payment for a wire transfer to XXXX XXXX in XXXX in the amount of {$980.00}. Plastiq confirmed the wire would be deposited in their bank account within XXXXXXXX XXXX, however, it is now XX/XX/XXXX and they still have not received anything in their account.
I have tried contacting their customer service via email and social media for the past week to gain insight as to why the payment is held up to no avail - their customer service is simply a robot that replies with a generic message. Finally I received word via a XXXX message that their team had " escalated it '' and would " get back to me when they had more information ''. However, it is now the end of the day and I still don't have any answers. I worry this will go on for longer if I don't send a formal complaint.
Upon looking deeper into the company, it appears this is their signature move and it is completely unacceptable.
I am now out over {$2000.00} as I had to pay the vendor out of my own personal account so the shipment is not further delayed and am waiting on a refund ( or any information at all ) from Plastiq.
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| 11/30/2022 |
No |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
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- Problem with customer service
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|
Web |
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# 1 On XX/XX/2022 as XXXX of my company, I signed my business up for a Plastiq account to receive payments from customers. They requested my private banking information as part of the sign-up process.
# 2 I received an email later that day that my application had been rejected, but I was provided no explanation. I noted that I could still login to their website portal, and they persisted in storing my private bank account information.
# 3 I immediately contacted support asking for clarification why my application was rejected. I received no response.
# 4 I followed up again on XX/XX/2022 and asked again why my application was rejected and also requested that my personal banking information be deleted from their system.
# 5 I finally received a reply the same day. They refused to answer why my application was rejected. They refused to confirm whether my private banking information would be permanently deleted from all their systems.
At this point, I have no trust whatsoever in this company and their ability to protect my private information.
|
| 11/06/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
Hello. This is a follow-up case to a previous CFPB investigation ( case ID XXXX ). Merchant PLASTIQ concluded the previous investigation and agreed to issue me a refund for a failed delivered cheque, whose payment ID was XXXX. In the resolution, Merchant PLASTIQ provided a credit slip but after a prolonged waiting, I have yet to see the refund showing up on my credit card. I contacted my credit card company XXXX, and they claimed they had *NOT* seen any refund in the amount of {$1200.00} incoming to their Visa network, from PLASTIQ. Therefore, I'm raising a follow-up case to investigate the refund process, and if the funds had been sent down to XXXX ( i.e. refunding a charge on my credit card ). I am including the statement copy of XXXX, up to today, for reference. If a credit card refund is not feasible, please mail a check payable to the cardholder, XXXX XXXX, to XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, PA XXXX. Alternatively, please direct deposit the refund to my checking account with routing ID XXXX and account number XXXX.
|
| 05/05/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Managing, opening, or closing your mobile wallet account
|
|
Web |
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|
I setup an online account under my company with Plastiq through their online site. I never used their services. I attempted to close the account and deactivate but there is no option to do so through their online system. On XX/XX/21, I notified the company through their customer service email XXXX to cancel my account. I provided the email address in which I was still receiving notifications of account status. On XX/XX/21, I received a response from their support stating that the account had been deactivated. I continued to receive notifications. To this day ( XX/XX/21 ), I am still receiving notifications about my account from their system. I have contacted them about six times concerning these notifications and to delete any accounts associated. The company has responded twice stating that they are escalating the issue but I have had no resolution and no follow up communications.
I believe this company has no intention to removing my information from their system as requested.
|
| 11/09/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
I used the company XXXX to make a payment to my golf club, XXXX XXXX XXXX XXXX. I made the payment using a credit card in the amount of XXXX and a transaction fee of {$170.00} for payment due on XX/XX/XXXX. It was an additional charge to make the payment for next day!!!!
But, the payment to my golf club was not received until XX/XX/XXXX!!! And my golf club says that my payment was late and therefore as a result I was penalized.
I want my fee paid to this company returned and the company fined!!! Imagine if the company did this every time XXXX times and how much the company would make by forwarding the payment two days later than promised!!!!
I have proof of the payment and date of promised delivery of the XXXX of XXXX.
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| 02/24/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
- Problem with customer service
|
|
Web |
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|
Plastiq is a payment processor that charged my card the full payment of {$720.00} and a service charge of {$10.00} on XX/XX/2021, but failed to deliver the payment to the payee which was due on XX/XX/2021. 10 days after the due date, when I contacted Plastiq regarding this payment, I found out that Plastiq made an error in payment account number. I asked Plastiq to refund the payment back to me, but Plastiq refused to comply with my request and advised me to fix their error with the payee on my own. I believe Plastiq failed the fundamental purpose of a payment processing company which is to deliver timely payments to payees without errors.
|
| 11/28/2022 |
No |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
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I recently enrolled in Plastiq services to pay for my XXXX XXXX. I have checked their policies with using XXXX XXXX as a credit card which is allowed under their Terms and Conditions I made a rent payment on XX/XX/XXXX for {$1800.00}, after fees is {$1800.00}.
Plastiq just email me that the payment is cancelled and will be refunded back to the card without a reason why. I have contacted them and no response.
The issue is that it is XX/XX/XXXX and my rent is due at the end of the month. I can not wait 3-5 business days for this refund and Plastiq is not being honest on why my rent was refunded when I have follow their protocols.
|
| 05/15/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
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Plastiq is a bill payment company which lets you use credit cards to send payments by checks to payees who do not accept credit cards directly.
They have a referral program where if you refer someone and they make a payment over {$500.00} then the referred person gets {$500.00} of Fee-Free-Dollars and the referrer gets {$1000.00} of FFD. These FFD can be used to send payments exempt from the usual 2.5 % charge.
The complaint here is that I referred my daughter and she made payments over {$500.00} yet Plastiq refused to issue the FFD to her and to me, and refused to provide an explanation.
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| 09/14/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
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On XX/XX/2022, I submitted a payment to a vendor utilizing Plastiq platform. The company charged my XXXX XXXX on XX/XX/XXXX and immediately afterward canceled the transaction stating " Plastiq can not support this payment category. '' I believe the company would have known the payment category was prohibited before Plastiq charged my XXXX XXXX.
I have sent 6 emails requesting additional detail and the company refused to reply back. It has now been 10 days since Plastiq claimed to have refunded my credit card.
Transaction amount {$7700.00}
|
| 03/09/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
I would like to file a complaint against Plastiq. On the XXXX of XXXX we made a payment for {$310.00} through their service. On the XXXX the payment was rejected and we were told we would be refunded the money within 3-5 days. It has now been over a month. I have sent several emails to the company and no one is helping with this refund. I have no other option but to file a complaint as they are not doing anything to see this issue resolved.
The reference for this payment was ref : XXXX
|
| 09/06/2022 |
No |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
Plastiq refunded XXXX transactions of {$490.00} on XX/XX/XXXX. Each refund should have been for {$500.00} ; they forgot to refund the {$4.00} fee, so I've only been refunded {$490.00} on each transaction. I reached out to the chat support on XX/XX/XXXX, followed up once a couple weeks later, but I have since received no reply. I'm submitting this complaint because they seem to have forgotten the issue. The payment Ids are below. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 10/29/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
|
|
|
Web |
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The company called Plastiq was supposed XXXX a check to XXXX XXXX XXXX, but they did not. They charge 2.85 % for the service. I incurred {$37.00} late fee from XXXX. Plastiq promised to pay me the late fee. I submitted all documentation, but they never did. They refunded me my payment, but not the late fee.
|
| 09/27/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
|
|
I have been attempting to close my account with Plastiq ( XXXX XXXX XXXX ) since XX/XX/XXXX. They refuse to close my account, which contains sensitive information like bank and credit card information. They also are spamming me with multiple emails every business day.
|
| 07/08/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
|
|
I authorized plastiq to withdraw {$3000.00} from my credit card to send a money order to my apartment complex. My apartment complex never got the check and I cant get in contact with plastiq to return the money to my credit card
|
| 03/21/2023 |
No |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
used the company plastiq to pull money from credit card in order to pay car payment. money was pulled, but never sent to car payment company
|
| 12/06/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
|
|
XXXX dollars was taken from my account to pay a recipient for my bill but the recipient never received the payment
|
| 11/16/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
|
- Problem with customer service
|
|
Web |
|
|
|
| 12/01/2022 |
No |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
|
|
|
| 04/08/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
|
| 03/18/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
|
|
|
| 03/14/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Phone |
Servicemember |
|
|
| 12/20/2021 |
Yes |
- Credit card or prepaid card
- Payroll card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Phone |
Older American |
|
|
| 10/04/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
|
|
|
Web |
|
|
|
| 06/06/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
|