ComplaintsforIvy Pay
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Complaint Details
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Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have used IVY Pay for the last four years and have been generally pleased with their services. However, recently (July 5, 2024), they withheld funds. My clients' cards were charged. I was asked to verify my account, which I did. The steps to verify felt unusual to me so I talked with my own bank about it. I verified my account on July 10, 2024. However, no funds have been deposited in my bank account. Further, I 'ran' my clients' credit cards on July 10, 2024 (for that week) and have not received those funds either. IVY Pay's paperwork clearly states that funds will be deposited within 2 business days. I have reached out to IVY Pay via e-mail every day since July 5, 2024. Ivy Pay does not have a phone number nor a mailing address and only uses and responds via email. I have not received an email response to my daily requests for clarification.Business response
07/25/2024
Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.
Looks like you were able to resolve this - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at Ivy
Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I started using ivy pay and Ive not received my money I gt paid from clients .is ivy pay a fake site . I need help on how to get paid .Business response
07/25/2024
Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.Customer response
07/26/2024
Complaint: 21995440
I am rejecting this response because: Im not satisfied my money is still on their app . They should release it
Sincerely,
*************************Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for Ivy Pay in late April. They owe me quite a bit of money. They insist it is being deposited in my business banking account but it is not. I have emailed asking for a supervisor. There is no phone number to call. I left a previous credit card processing company to come to Ivy Pay and I really need to be paid. I would like for them to please deposit my funds. You may call me at ************.Business response
05/29/2024
Thanks for your message. Looks like you were able to be in touch with our team on this and continue to use the service since - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at IvyInitial Complaint
05/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Ivy Pay has not sent us a deposit in over 2 weeks. We rely on their processing to pay our employees and financially operate the business. They have not responded to multiple calls and emails. This has been a horrible experience. As soon as we receive our funds, we will no longer be doing business with Ivy Pay.Business response
05/21/2024
Thanks for your message. Looks like you were able to resolve this and continue to use the service since - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at IvyInitial Complaint
03/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ivy Pay was the third party provider that my therapist used to handle payment. Ivy Pay charged me $7.25 per session to file the superbill to my insurance on my behalf. However, they did not file any of the claims for me. First of all, it was very difficult to get in touch with their customer service - you can only contact them via email. Second, they are very slow and not responsive. I sent my first email to them on 2/28, asking about the status of my superbill claims. By 3/18, I have sent 7 follow up emails but the issue has not been resolved. They only mentioned that they are looking into this issue. In addition, when I asked them to send me my superbills so I can just submit them on my own, they have not responded to my emails at all.Business response
03/29/2024
Looks like you were able to resolve this - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at IvyCustomer response
03/30/2024
Complaint: 21453779
I am rejecting this response because: IvyPay charged me $7.25 4 different times to submit the insurance claims on my behalf. However, IvyPay did not submit any document to process the claims for the 4 different therapy sessions. I had to call my insurance and the representative from my insurance company had to find the therapists information to submit the claims for me.I want a refund of $29 as soon as possible.
Sincerely,
*******************Business response
04/09/2024
Looks like you were able to resolve this - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* Warmly, ******* at IvyInitial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company kept my client copays and deductibles for over 6 months, falsely alleging that my company's EIN number did not match their software's records. A bunch of malarkey! Working with multiple large insurance companies and other third party payers such as Stripe, we NEVER HAD AN ISSUE such as this before. After 5 years of working with them all of a sudden they could not confirm my company's EIN? Right . . . . When they were given paperwork to correct this, they did nothing They pocket the money of small businesses and leave you hanging out to dry. They took their time correcting this and I am still out over $3000 in client monies!!!! They should not be in business. I am not attempting to use BBB to collect but rather to warn other businessesBusiness response
02/15/2024
Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.
Looks like you were able to resolve this and continue to use the service since - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* ******* ******* at Ivy
Initial Complaint
01/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
From November 26-December 2, I received nearly $4,000 in payments from clients (15 transactions) that IvyPay failed to deposit into my account in a timely manner (they had not been deposited as of December 20). Deposits from before and after were processed as normal. I would not have realized this discrepancy had I not randomly checked my deposit history on December 20 and discovered this egregious error. I contacted the company (again, they only email, they do not call), and they had me re-enter my business information/credentials. After I did so, I received the full amount in 2 business days. At no time did I receive any notification that they were having trouble depositing my funds due to missing or non-updated information, and clearly this was not a problem before or after the period with missing funds. After I received my funds, I requested an explanation of this error several times, not only because it seems to be happening to many IvyPay users in recent months, but also so I could prevent it in the future. I have heard nothing further from IvyPay since they wrote to confirm my deposit despite several requests for information regarding what happened. If I don't hear back from them, I plan to switch platforms as I am uncomfortable with this seeming to be the trend for IvyPay, based on complaints filed here and similar reports from colleagues.Initial Complaint
10/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 22nd and 29th I submitted for payment to Ivy Pay for $608 and $304 and have not been reimbursed. I have tried contact them by email and request a call back with no response. They are supposed to reimburse you within 24 to 48 hours. It is now October 11 and I yet to receive my funds or any contact from Ivy Pay. This company for needs to be turned into the *** at this point because it appears they have a long history of fraud. Please give me money ASAP and contact IVY PAY.Business response
10/23/2023
Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.Initial Complaint
07/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I utilized Ivy Pay to collect session fees as my business was launching. I used Ivy Pay for approximately eight months and then linked my bank account. At the time, there was approximately $21,000 in my Ivy Pay account. The bank account was confirmed as being linked, the fees have all cleared my client's accounts and the money disappeared from the Ivy Pay screen without any deposit being made in my bank account. All $21,000 remains with Ivy Pay. I have sent repeated requests for contact and guidance and have had no response from anyone at Ivy Pay. At this point in time, I am considering pursuit of legal intervention as the sum of money is significant. This is to serve as warning to other users that there appears to be fraudulent activity within the app, considering the terms of service (and advertised on their website) is that funds will be deposited within 2-3 business days. When an issue of this significance arises, it is a fair expectation that contact and resolution would be offered.Initial Complaint
07/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I use IVY PAY to collect payments from clients and Ivy. Pay deposits the money into my bank account within 24 to 48 hours. Ivy pay has not deposited the last amount of money that they owe me. They also have not returned my phone calls or my emails. They owe me *******.
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Customer Complaints Summary
48 total complaints in the last 3 years.
7 complaints closed in the last 12 months.