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Xpress-Pay.com / No customer service number

1 United States Review updated:

My insurance finance company uses express-pay.com to take online payments. If you wish to pay by check, you must enter the routing number and then the account number (which is normal) To ensure you make no mistakes, you must enter the info again.

I pay 98% of my bills online so I am used to this procedure. However, this time express-pay or myself made a mistake and the payment was not made and I have now been charged $15.00 for a return check fee and $10.00 for a late payment fee. When I called my bank, I was told no such transaction went through my account (as there was plenty of money there to pay the bill) and that either myself or express-pay probably entered one number incorrectly.

When I checked their website, I can find no phone number to call them (only an address) so I called the company that did not get paid and they tell me that for security reasons, they do not receive the information such as routing numbers or account numbers. This makes NO sense as I can pay them by phone with the same information and of course be charged the $1.50 user fee for the convenience.

NO Customer Service Number and no way to find out what numbers were entered through their website to deduce WHO made the mistake.

Va
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Comments

Ji
  17th of May, 2010
0 Votes

We regret that you encountered difficulty with your payment. A returned check can occur for two reasons: 1) the routing and/or account number was invalid. Even though we ask you to type and retype each, an error can still occur if you type it incorrectly and then copy/paste it into the "retype" field; 2) the checking account used to pay the bill had insufficient funds, i.e. the eCheck bounced.

To avoid either scenario in the future, we recommend that you type and retype both your routing number and your account number. Also, be certain that the account has sufficient funds to cover the bill being paid. Note that even though you may think you balance is sufficient, deposits may still be outstanding, or funds may be reserved as the result of other active transactions. Your available balance is not always what is indicated in your checkbook.

As far as customer support, we pride ourselves on offering prompt, high quality responses, but we do so by email only. Since we deal with finance, we must maintain a record of all dialog with our visitors. We have many support/FAQ links throughout the payment process, and we are available through a simple Google search for Systems East, Xpress-Pay.com, or a number of other keyword combinations. If you ever need to contact us directly, please call our headquarters at (607) 753-6156 or email us at mail@xpress-pay.com.

Thank you for taking the time to read this rebuttal, and we look forward to serving you in the future.

James Buttino, President
Systems East, Inc.

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