I am PayTrust customer since 2004 which shortly will be 10 years (well WOULD BE had I kept this account past today). I AM CANCELING THIS ACCOUNT AS OF TODAY. I should have done it when American Express sold it to INTUIT. This year I started to have unacceptable problems with my account. It was closed on 11/19/13 for no reason per conversation with Paytrust . I started getting emails that the payments were unsuccessful. Called them, in Philippines, after spelling my name 5 times I was told that there was no information missing on my account but it was deactivated anyways and they work on correcting it. Called next day to talk to a supervisor after getting another email that another payment was unsuccessful, but there was no supervisors to talk to. They insisted to open a ticket in respond to which I would be getting a call 24 -48 hours later. The JP person I spoke to could not spell 4 letters correctly. Seeing here other review, I should not hold my breath to hear back from anyone. I am closing my account because when there is no supervision, I am not interested in doing business with them. They sent email that by December 4th of 2013 they need some information from all customers or the account will be closed. First of all, when I spoke to them 10 days ago, I was told they already had all of my information; even if they did not which they did, November 19th is two weeks before December 4th. I spoke to two people, Eric and JP, both incompetent. After insisting I was transferred to a supervisor and I was disconnected after holding line for the supervisor for 15 minutes. My total call time for this call was 40 minutes and NOTHING was accomplished. Called back (actually 3rd time) and JP person told me today that my email was not activated yet that is why all of the problems. Forget the fact I guess that I am getting 3-4 email from them until last 10 minutes ago. She was totally clueless and kept on reading her script no matter what I said. When I traveled in Europe this summer for 4 months, I was locked out from my account as none of my secret words worked so after trying all of my secret words, none accepted although all correct, I was locked out. I AM DONE WITH PAYTRUST. Years ago ,when they answered the phone and kept customer service in USA, at least problems were solved same day and the person on line knew what one was talking about. Nowadays, my bills are not being paid 3rd day and no one ever send a message via payturst (there is a place for message to be send to clients) or my email (which they have) to contact them or to tell me they know of problems they caused on my account and they are working on it. I still do not know what is wrong with the account, if they work on it, if after all they are missing anything and that is after 3 calls today and one yesterday. UNACCEPTABLE. I do not recommend using this service. If you do not want your bills unpaid go somewhere else or send checks yourself. read more

How does a company go from 5 emphatic stars to none? I have loved the Paytrust service since long before it WAS Paytrust, close to 20 years or so. Receiving bills, posting, paying, emailing notifications, beautiful! And worth (to me) at least 3 times the pittance they charge. Then a couple of months ago I got an email: "...we need more information to comply with new Federal security laws." No problem, logged in to update my profile: no new fields to fill out? Okaaaay, so I emailed them the info. Couple of weeks later, another email, same request. So I called them: "No problem, sir, that email was a mistake." Last week another email: "You have requested to add another payment account, please have your bank... etc." I replied that I made no such request, please check for fraudulent activity. The reply: "There is no fraudulent activity, that email was a mistake." Today I logged in to pay bills: "Your account is blocked due to an unapproved payment account." Phone call time: "Your bank declined the charge so we blocked the account." Me: "My bank''s site shows the payment went through 2 days ago (not just in the "pending" column) and on the Paytrust site it shows as paid." Paytrust: "We'll open a ticket and resolve this in 24-48 hours." Just now, another email: "Final notice: you have not responded to our request for updated info, so your account has been blocked." Another call to Paytrust: "The earlier customer service agent was mistaken, the account was not blocked because of a declined payment, but because of the failure to update your info. I see that your info has already been updated and the ticket number in the "Final Notice" email has already been cleared." Me: "Then why is my account blocked?" Paytrust: "I will creat another ticket for you and you will hear from us in 24-48 hours." I have loved this service too long to break up over this yet. Maybe we could get into counseling or something? I know it's probably partly my fault. I took you for granted: all the great service: opening my mail, sorting through all the junk mail that must have come, scanning, filing, warning me if I was about to miss a due-date. I never told you how much I appreciated what you did for me. Please, let's try to work this out. Think of the children! I'll be waiting to hear from you. read more

We've been using Paytrust for twelve years and they used to be great. But in the last year, they have now neglected to pay two very important recurring bills. Because of their incompetence, they caused a great deal of trouble for us, and even put us in a compromising position legally, as well as creating a huge headache in terms of having to clean up after them and get things back in order with the companies they neglected to pay. They have stopped notifying us of "non-bill notices," which no doubt would have alerted us to the fact that our accounts with these companies were in arrears. If we could give them zero stars, we would. read more

I was given the task of handling my mother's estate and was trying to close this account down in conjunction with the handling. I can't express how exceptionally frustrating I found their phone operations in the Philippines. It took them 3 days to return my phone call and even then they called after 5pm. I called on Monday 1/20 at 7am PST and the return call froma supervisor was Wednesday at 5:10pm). She claimed she did not get the request for a call that day. Once I got her on the phone, I spent an hour deciphering how their system actually works, since it is not available to you online. They require a full month to deactivate an account and have exceptionally rigid timeframes based on THEIR system (not the customer's needs) for managing data. For example, I asked to close the account on 1/31/14. I can't actually do that according to their system. I have to wait until 2/26/14 for the account to be fully deactivated. I can view the system and pay any bills that might arrive until 2/18/14. After 2/18/14 until 2/26/14 bills can arrive and sit in the queue in this account, but I can't do anything except print them out, but I won't have any notice that they sitting in paytrust until after 2/18/14. So I have to remember to go in and print out anything that might have arrived after my bill paying access was closed off on 2/18. I had ordered a CD with a request for the calendar year from January 1, 2013 to December 31, 2013 plus one extra month January 31, 2014 so I would have all of her records for the trust from paytrust in one digital file. Something I thought would be available to a digitally managed and operated company. But no, I am getting a disc with dates of February 12, 2012 to February 28, 2014 even though the start of the order date, January 20, there will be nothing recorded that might come in between the dates of 1/20/14 and 1/31/14. Plus they keep the account open to accept bills untiil 2/28/14 so, technically I have to order another CD to get the actual dates I want/need and then filter out the dates I don't need. I'm still trying to figure out what exactly is going to show up. If it shows up like the print out I got, I'm no better off because that had nothing to do with month-to-month and was 50 pages of just data that wasn't even sortable or sorted. I guess they expect you to import it to another Intuit product like quickbooks and spend even more money. So if you are trying to do taxes and want to be able to use one data source you are screwed unless you 1) keep the account open, which you can't in a trust with a notice to creditors which has specific dates and by which you want to adhere so you know you are financially and legally okay to close out a trust. (again intuit ought to understand trust laws if they are going to operate these types of accounts) or 2) order two or more CD's at $25 a pop to cover the extra days your account has to stay on their records before they fully deactivate it, so you have a fully digital copy. Once you order the CD it takes 10-14 business days to process the request and compile the data. Then it takes another 5 days to send it to you from South Dakota USPO. for a total of 10-15 business In the interim they give you a code in an email, so you can electronically open the CD once you get it. Not sure how that is the most secure system, but I'm not the genius behind paytrust. But I can't actually get a CD by calendar year, instead they are sending me a CD with arbitrary dates that don't help in the management of the trust I am handling Instead of calendar year, I am getting records from 2/6/12 to 2/28/14. I'm still trying to figure out why I can't get records based on my needs and not based on their arbitrary system. Even to be able to print something out by month would be better (like any bank would do). I travel every week and my bank does a great job of alerting me to bills I have to pay regularly and I don't need a secondary system of people located in the Philippines managing to a convoluted system of rigid dates that are not flexible in any way. you spend more time making sure they actually understand the question you are asking and that what you are saying they actually get based on verb tense. As in I asked when is the last possible date someone could send a bill to this account and paytrust accepts it, not what date will i have access to the account to pay bills. I finally had to get on my computer and type everything Pamela said and repeat it back to her verbatim to ensure what I asked and what she answered were the same thing. And after 2 hours with them, I still do not have what I need. Managing a trust is hard enough, dealing with Paytrust was an added nightmare. There serve is complicated on the back end and if you have time to set this all up on the front end, why don't you just use your own bank??? AT LEAST YOU CAN MEET WITH THEM FACE-TO-FACE TO RESOLVE ISSUES. read more

Terrible!!! Horrible customer service. Unable to access my account and I've wasted so much time trying to get a customer service rep to help. Five days and I'm still waiting for the call back from a manager I was assured would come. DON'T give these guys all your private info and then get stuck like me--can't access my account and NO CUSTOMER SERVICE. Find a better vendor! read more

The whole point of Paytrust is the convenience. I've been using it since 2000. But the new two-step authentication makes using Paytrust a lot of trouble to use. When I travel, I can't always get the phone call with the authentication number. There should be some other option available. If there is any alternative service you could use, I would recommend choosing it instead. read more

I have been a user for 4 or 5 years and up until now have been reaonably satisfied. Now i am on an extended trip to Europe and have been locked out of my account for more than a month due to the new security measures. I corresponded with their customer service and received a reply in broken English that there was nothing they can do. Well there is something I can do and that is to cancel my account as soon as I return home. This business is on autopilot with absolutely terrible customer service. Get out now before you have an experience like mine. read more

They used to be good company (I've been a member since 2000). After they were sold few times and specially since Intuit took over they gone down the hill. I tolerated occasional missing payment or sending payments to wrong accounts and awful customer service. But this time they crossed the line. They sent payment of over $2K to a payee twice. I contacted them when I saw that and they said for me to ask my bank to reject the 2nd payment. Once I did, they blocked my account right at the end of the month when all the bills are due and they will not unblock it until the 5th. Customer Service kept apologizing and acknowledging it was their fault but they can't do anything about it. It's like talking to a wall. I just setup bill pay with my bank (for free). So what if I have to write an occasional check. Not worth the aggravation. read more

I was using Paytrust to pay all of my recurring bills for probably close to two decades. I could set up my payments and then forget about them--until the last few months. Paytrust stopped making payments for some vendors resulting in getting a shutoff notice for my electric bill, cable, and car insurance. I called Paytrust to ask why they hadn't notified me if they were unable to retrieve a bill (normally it's in red text next to the payee, but not in these instances). They claimed to file some type of work order to resolve the issue, but I tried calling back two more times, and they had no record of anything we had discussed--and no resolution. After 3 months, I tried to cancel my account. Not only did they keep it open for another month, they double-charged me for "delinquent" charges to pay Paytrust! I have records of every single payment and no, none were missed. Each time I called, I had some flunky reply to each of my questions with some lame script and of course no one to talk to resolve the issue. I just pray they honor my cancellation request because quite honestly my fear is they'll keep charging me for a nonfunctional service. I agree with Scott S.'s review--rebrand from Paytrust to NoTrust! read more

Absolutely no support whatsoever. I keep getting emails from Paytrust regarding the bills I have that have been presented for payment, and how much they're going to debit from my checking account. I don't care. Why? Because I don't use Paytrust, and it's not my account information! Only way to contact them is by generic email to "support@paytrust.com". They don't respond. I'd bet you that I could steal the identity of the "real" Paytrust user in a few seconds (we apparently share an uncommon lat name). read more

Eliot W. I could have written the exact same review. I had autopay setup on all my payments and would never check on anything as I spend my time in the air and between time zones. They missed my MORTGAGE paiement, although they had the bill, took 10 days to inform me that they had (the email came in the day before the payment was due, while I was in flight and I clean up about 100 emails a day out of my box before I get to the work stuff that needs my attention quickly). I traveled the next 2 weeks and found a phone call from bofA 3 days after the 2 weeks late payment deadline. Was close to being reported to the credit agencies, in the midlle of a refi, Nice. Then the next bill didn't post (was supposed to post on 11/10, approx). They have been "investigating" both glitches since then. It is now 12/10 and I have yet to know why an autopayment was missed and why my bill, which I am able to retrieve without problems, doesn't post. I have offered to fwd the bill to them so they can post it (and I can make payments that I can reconciliate with the actual bills, otherwise the payments go out without anything to match them with). I have asked for an inquiry and resolution on both issues and was told they need 2 billing cycles to look into it. We have now had 2 billing cycles and still no responses. I have been a customer for 14 years and am now considering moving away as I have to reassurance that this is not going to happen again. I now also noticed that the autopay didn't function on my last car insurance bill and I had to send the payment myself today, one day after due date (Autopay is supposed to send all payments 10 days before due date). Definitely a shift in the quality of the service provided. Extremely disappointed in the service I liked most. read more

I have been with Paytrust for 10 years plus. In the beginning when customer service was still being provided in the USA I was a happy client. Now, they contract out their customer service department over seas. Ridiculous! As others have mentioned below, you get NO WHERE when trying to resolve an issue created by Paytrust. I just spent 37 minutes on the phone trying to get resolution regarding not being able to login and make a payment. To no avail, I was given the COMPETE run a round. I asked for managment and they claim "no one is availbable" and that they would create a ticket for a supervisor to call me back within a day. What! My problem is now, not an issue to be resolved at their convienience. Needless to say, I will be closing my account with Paytrust and going with a more reliable company. I DO NOT recommend this company to anyone looking to sign up with them. read more

This service is not ready to do a competent service. I have had numerous problems setting up payees and customer service is extremely incompetent. I strongly urge you to research other companies before signing up. read more

It used to be an EXCELLENT service. However, the feature called RealBalance that ties outgoing bill payments to the funding account balance no longer works (and hasn't for month now) in spite of the fact that the PayTrust RealBalance feature is powered by Mint and Paytrust and Mint are both Inuit companies. Paytrust blames Mint and Mint blames Paytrust. Seems like an overarching commentary on whether the parent company, Intuit, is a reliable business partner. read more

Looks like it's time to leave. I've been using Paytrust for over a decade, it's been very reliable, and the few times there were issues, customer service was good about quickly resolving them. That seems to no longer be the case. As apparently has happened to many others, access to my bank account was blocked while they waited to enter my street address. Not something that should take three weeks. And preventable, if they could have sent more than one notice (which looked like a phishing email), labelled the subject as urgent, indicated I'd lose the ability to use to my account, or just requested the specific information from the website after login, rather than via email. I also got clear answers 1) that there is no way to shut off the two-factor authentication that requires contact via phone when logging in from a different IP address, and 2) they don't want customers who sign in from outside the U.S. Seems like an unfortunate example of how to destroy a business that still offers some unique services, and has lots of long-term customers who would be loyal if treated better. read more

The worst customer service imaginable!!! This company is a nightmare to work with. You will jump through a mountain of time consuming hoops to setup your account. I'm a customer of nearly 20yrs... and can tell you it will take no less than 4 months if you ever change bank accounts to be able to make payments from it. Completely counter intuitive to their business model that they market. It's not easy, it's not simple and it is a time and sanity suck from hell. Prior to the Intuit takeover this was a decent service. It's CRAP now. Logging in will take you forever due to the ridiculous security hoops. Imagine entering your ID and password... It should stop there right? Oh no, you then have to answer security questions and even that isn't enough. Then you have to wait for a phone call. Then you enter a code and can FINALLY access your account. Pray that you never need to call customer service. You will go through the security question gauntlet and at the end of that someone who spouts meaningless empathy to your situation will promise to resolve your problem. Or possibly have someone else contact you in 1-2 days. Which never happens. You have to call back yourself. It's impossible to reach a supervisor. They are never available and CSRs refuse to provide any direct contact information. It's a nightmare and they really don't care. Personally after reading these reviews I think customers like me, who are on a lower contracted rate than their current customers post Intuit takeover, are being targeted. The negative reviews here are all from long term loyal customers. We all pay less. What better way to get rid of us than to have us drop their service. They probably lose money off of us. Regardless this is a company to avoid. Run. They will destroy your credit, rack up missed payment charges and leave you holding the bag. No matter their guarantees... they will break you with their ridiculous customer service and processes long before you ever get restitution thru their process. read more

I've used Paytrust for 8 years now. Every year it gets worse. I get multiple notices that the same bill has arrived, contacted someone in India and they "took care of it" only to see it happen every month since. I've wasted more time with customer support than I care to remember. Its only a matter of time before this goes down like the rest of the companies that ignore their customers. I'm looking elsewhere. Pity, it was such a great business model. If you're looking for a bill-pay system don't bother with this company. It takes several months to get setup with Paytrust and multiple changes of billing addresses. Then the pain sets in. I'm moving back to my bank's free bill pay service. read more

I have used paytrust for a yr when my purse was stolen and i had to change funding accts. I received an email saying it was approved, in 2 weeks, a little long I thought. But found out my old acct was still being used and I was getting charged for using a closed acct. I was able to get it waived from the vendors but paytrust also charged the fee and still was using the wrong acct. I received another email stating the new funding was approved but still couldnt activate it on paytrust. After numerous calls and failures to get it corrected I closed the account which gives you 1 month to continue using it. I finally was able to talk to a supervisor who informed me a ticket was created and gave me the #. I called to check and was told that since i closed my acct they cant activate the new funding. I said the supervisor set up the ticket after the acct was closed. They apologized and said sorry. The only money I owe is to paytrust and they wont approve the new acct. I have to call tomorrow to arrange to pay by credit card. Very disappointing and extremely frustrating. If you never have to change funding acct's you should be fine but they are very bad at handling any issues. read more

I hate to pile on, but after being a loyal customer for 12+ years, and watching their service slide into the toilet, I have to vent a little. This is a company that FORMERLY offered really good service and offered exactly what I needed, offering me the ability to view and pay my bills no matter where I was. I started with them when I was spending block time away from our primary home, and their service model provided exactly what I needed. Then, after being bought and sold at least twice that I'm aware of, the current owners have essentially decided to kill it off with the worst customer service I've ever encountered. Their "customer service", in the Phillipines, makes our cable provider look outstanding by comparison. What allows them to act this way is that as far as I can tell, they have no competition for this specific kind of service. If you are considering starting with them, do yourself a favor, and find another way to accomplish the same task. All the other one star reviewers are not exaggerating. If you need any kind of assistance at all, even the simplest thing, they are totally incompetent and unable to do anything. While it took some work and time, I've finally moved everything around and have cancelled my subscription with them. Run, don't walk, away from this awful company. read more

I was an original customer with this company and we are coming to the end. Aside from the rediculous log in proceedure they have now I recieved a letter from them telling me I had to give them my DOB and SS#. I called to find out why and the barely speaking customer service (not much service by the way) kept asking me questions to identify myself and repeated a few which really pissed me off. She knew nothing about the letter which basically says if I don't give them this information then my account will be closed. She kept refereing to it as an email and I had to keep telling her it was a physical letter from them. After she finally checked with a supervisor she spouted off some policy they have about needing that information. Funny thing is thought that they will not send me that policy. This is nothing more than a service just like any other service such as the guy that cleans my gutters. They process payments from my bank but are not a bank so why in the world do they need this personal information other than to sell it. Well, so long Paytrust. On to the free bill paying service my bank provides. A once good company is now awful and not worthy of any more money from me. read more

I, too, have been a member since Paymybills.com days (about 2000), and had a few issues with Paytrust, but nothing major. Until recently. Around the end of November, I was scheduling a payment to my gas utility, but accidentally scheduled the payment to another utility with a similar name, that was "Inactive." When I realized the mistake, I immediately contacted the utility that had incorrectly been paid, and they told me I had to dispute it through my bank, which I did. No problem, right? WRONG! Because, in their eyes, the payment "bounced" (doesn't matter that I initiated a stop payment, and it was the wroing payee), Paytrust blocked my account and put me in their Recovery (read Collection) department!! And now they're saying I owe them $500, and they can't correct it!! So, the person I spent half the day on the phone with (Audra) canceled my account. So much for Customer Service! read more

IT IS TOO RISKY TO USE THEIR SERVICE WHEN TIMELY PAYMENTS AND CONTROL OF YOUR ACCOUNTS IS ESSENTIAL INFRASTRUCTURE FOR ANYONE MANAGING FINANCES AND THEIR CREDIT TODAY. Here's my story: This was a great service when launched. However, sadly, since Intuit has bought it, the service hasn't seen an update or advancement since it was purchased. They are essentially letting it run its course. No apps; no updates; no new functions. It actually works great until YOU make a mistake (WHICH YOU WILL). See the online complaints around the web (like death in the family, power of attorney, missed payment, etc). For me, this happened when I moved and was switching drafting accounts to my new bank. I accidentally selected the old account when paying a large bill - where I no longer had the cash stored. Mea Culpa. How do they respond? They COMPLETELY shut down my ability to manage my account to allow "their process" to complete its course. The process? FREEZE ALL other payments; keep drafting the same OLD account three times over a period of THREE weeks (3-4 days to process draft, 2-3 days to return the insufficient funds on the wrong account). In the meantime I get $150 of fees from my old bank, $20 fees billed by Paytrust, and LOCKED OUT of my ability to manage OR PAY ANY other bills - even from the account which clearly had money. After many customer service escalated calls, thinking "hey, can you stop drafting my old account where there is no money and simply draft my new account where the money is"..."No sir, we can't control this process...our policy...yaddie yaddia adda". THIS IS A DEAD END SERVICE. read more

I am a 13 year customer of Paytrust and until this past month was very satisfied with them, mostly because I never had to deal with their customer support. The customer support of this company is one of the worst of any company I have every had the displeasure of dealing with. They are incompetent, rude and just downright stupid. I have spent hours nearly every day of the past week on the phone with another of these incompetent buffoons trying to fix a problem. They did not seem to share their own information with each other, each department knows nothing about the other and they simply lie. I will be closing my accounts with them (I had one for me and one for my father) and will do everything I can to make sure that no-one sign up with them again. When I have time I am going to write about the unusual situation that occurred with me and how these people so mishandled it and post it on every website that will take it and will do everything I can to get it talked about on the national news. Considering what I have read here today, I shall also close my bank account (switch it to another number) just so they won't have a chance in hell of getting another penny out of me! It is my goal to get this company to either go bankrupt or be closed down at the very least because there is no way a company this incompetent should be allowed access to the bank accounts of the public! read more