I've set up my payments every month for the last year with them to go through as a direct pay, since it seems to be the only free way to make payments.
And they have lost my payment four times. Four out of twelve? Seriously?
I only set up my direct pay to be done one payment at a time because i never know if i'm going to have that payment on the 5th or the 10th, depending on when my bills and checks go through, and i go through the verification process, double check everything since it is tied to my bank account and scan the confirmation email when i get it.
I check my payment every few days until the date it should be processed. Everything seems to be fine, until the date scheduled for transaction. Then my payment goes from "ready to process" to nothing. It's gone.
I'm now being charged late fees for this mishap even though i've been trying to make this month's payment for the last two months through this system. Their customer service took off my late fees and did my payment one time over the phone, waiving the phone pay fee for me today, but i have no doubt the system itself will once again kick my payments out.
The complaint has been investigated and resolved to the customer’s satisfaction.