ComplaintsforBillGO, Inc.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was scammed out of $9,855 from my ******* *** checking account on 01/03/2023. I filed a police report and it was determined that the money was sent to third party BillGoINC and never made it to the scammer. The detective spoke with **** **** from BillGo who said he would "investigate the matter." I have called both phone numbers for BillGO and get hung up on everytime. I also filed a complaint with them and received no response. BillGo has my $9,855 that they are not returning to ******* ***.

  

  Business response

  08/04/2023

  Dear Ms. *********,
  
  First and foremost, we would like to express our sincere regret about this fraudulent payment scenario you encountered. Upon reviewing the details of your complaint, we can confirm that the payment you made was successfully transmitted and accepted by the intended recipient. We do not have possession of your funds. Moreover, we have not received any complaint or phone call from you. You can contact us at ************.
  
  For more context, we process payments on behalf of our clients, pursuant to their customer’s payment instructions. On January 3, 2023, you initiated through your financial institution a payment request in the amount of $9,855.00 to be delivered to an individual who you now identify as a scammer. You authorized your financial institution to make this payment, and the intended individual received the check and cashed it on or around January 12, 2023. Our records indicate that the funds were processed correctly.
  
  We understand how concerning it can be to feel that your money has been misplaced, and we assure you that we take such matters very seriously. If you have any further questions or require additional clarification, please do not hesitate to contact us at the number listed above.
  
  Thank you,
  The BillGO Team
  
  Jeff E*******
  Compliance Manager *******
  ***************************

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *********

  Customer response

  03/13/2024

  ***** ****** ********* ********************** *** **** ******** ************************* ***** *** *** ***** ***** ** ******** *** *** ********* ** ********
  
  No, no refund received from business

  

  Business response

  03/19/2024

  Dear Ms. *********,
  
  Upon additional research we have learned that your financial institution has issued a refund check on March 8, 2024.  Please confirm receipt of the refund check at your earliest convenience so we can ensure this matter has been resolved.
  Thank you,
  The BillGO Team
  
  Jeff E*******
  Compliance Manager *******
  ***************************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Billgo representatives repeatedly calling multiple people in my organization despite being told multiple times not to call anymore. We will not be using their services.

  

  Business response

  06/22/2023

  Dear *****, 

  
  Thank you for reaching out to us. We appreciate your time and the opportunity to discuss your concerns. As a result of BillGO’s initial investigation, we determined that we did in fact respect your do not call request for the business location you called from. We later determined that there are up to 80 separate locations for your business. At least five of those locations are already enrolled into our BillGO Exchange Platform, which you indicated were okay to remain enrolled. Pursuant to our follow up discussion on June 21, 2023, BillGO will no longer call any of the locations currently not enrolled in our BillGO Exchange Platform. We appreciate your patience and apologize for any initial confusion. We always want to make things right, so please don’t hesitate to let us know if there is anything else we can do.  

  Thank you,

  The BillGO Team

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called numerous times and left voice-mail and no one has called me back . I have an issue regarding bill payments that i woile like to have resolved.. The bank I deal with associates with them for bill pay services. I have called numerous times throughout the day and no one doesn't answer. I needed bills paid but instead of the checks going to the company I need to be paid. It has been coming to me instead. I have called because I wanted them to re issue new checks to the company or refund me the money since I have the checks in my possession. I have 2 check that is $140 each.

  

  Business response

  08/25/2022

  BillGO reached out to Ms. ***** to obtain more details on her compliant.  Upon researching we found Ms. ***** had accidently entered her home address as her intended biller address, this resulted checks being sent to Ms. ******* house.  BillGO stopped payments on the checks and Ms. ***** corrected the address for the biller and all future payments will now be routed to the correct billing address.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today I received a call from this company on my personal cell phone. They had obtained my personal cell number, my personal address, and my name (PII). They then told me I should have received a check in the mail for $31,379.22 made out to **** **********, Inc. (my name with an "Inc." at the end). This is a completely fictitious company to my knowledge (unless someone else has set up a company using my personal name and “Inc.” at the end), and I have certainly not received a check for over $30,000--I would certainly be aware if I were receiving a check for that amount of money--who it is from and what it is for. Clearly, someone has several details regarding my personal identity, and has possibly established a fictitious company to send payments to or through. This is extremely unsettling to me because it seems as though someone may be using my identity for illicit purposes. I have spent several hours on the phone with BillGo trying to get them to tell me how they got my personal information and who gave it to them so I can try to track this down at the source and possibly involve law enforcement. But they have refused to provide me any details other than what I have already noted above—they have refused my attempts to obtain contact information for the source of where they obtained this PII without my knowledge or consent. I need to find out where the information came from because, to my utmost horror, I believe my identity has been stolen in this case.

  

  Business response

  12/11/2023

  Clay thank you very much for this information.  In researching the unanswered complaint, I found our response that was drafted on 07/14/2022.  I am not sure how this did not make it over to the BBB, the ball must have been dropped on our side sorry about that. Please see the attached response and let me know if you have any questions.
  
  Jeff ********
  Compliance Manager

  Customer response

  12/11/2023

  Complaint: ********
  
  It took me months to sort out this mess. BillGo's lack of cooperation and failure to investigate this clearly fraudulent "payment" led me to encounter significant hardship and distress. They clearly knew the source of the information as their initial outreach stated that the "vendor" had told them they had many other clients who were using BillGo and that BillGo was their preferred method of paying me. Yet as they admit, despite multiple pleading requests to multiple individuals within their organization, they refused to offer any help or information that could have supported my efforts to contain the damage, leaving me totally in the dark as to the source of my personal information (and, might I add, seeming rather to enjoy my predicament). In subsequent months, I received an enormous volume of spam calls, and it took almost a full year before things fully returned to normal. BillGo may not be perpetrating any fraud themselves, but they are clearly being used as a vector for other actors trying to scam people/obtain people's sensitive personal information, and they should cooperate with victims in these circumstances.

  

  Business response

  12/19/2023

  Clay,
  Please see BillGO’s most recent response to BBB Regarding Complaint #********.  Once posted we will wait to see the consumers response, I will follow up with you if the consumer does not accept this response.  We have exhausted our efforts to explain the situation to the consumer.
  
  BillGO has worked diligently with Mr. ********** to resolve his concerns and ensure that he is not contacted in the future.  As a payment processor for a number of financial institutions including banks, payment aggregators, and financial technology companies (“Financial Institutions”), BillGO processes several million payments every month.  BillGO does not originate any of the payments processed and operates under strict contractual requirements with the Financial Institutions that we serve.  While we only work with business billers from an enrollment in our BillGO Exchange Network service, we are always happy to assist consumers with any questions that they might have to the extent permissible under the terms and conditions of our contracts and applicable state and federal privacy laws and other regulations. 
  
  Regards,
  Jeff

  Customer response

  12/19/2023

  I don't really know what this means. BillGo was clearly facilitating an attempt at committing fraud, and they not only refused to help once I explained that the company they claimed was getting paid over $30,000 was no more than my last name and "Inc." at the end, and hence clearly fictitious, but they belittled me repeatedly over the phone and took no responsibility for how they had obtained my personal details, including my name, personal phone number, address, and place of work, likely in violation of privacy laws.

  The claim that now, over a full year later, after I have already taken steps at considerable personal expense to remediate the problem, that they have somehow "resolved" the issue of them not having any controls in place to avoid facilitating fraudulent activity that harms individuals is laughable. For me, the issue is over--BillGo did absolutely nothing to help, and in fact made the situation worse by protecting whoever was engaging in the fraudulent activity, stonewalling my attempts to investigate, and actively belittling me over the phone.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩