ComplaintsforTyler Technologies Inc

• Initial Complaint

  09/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They host the Travis County Texas court website(s) and they are completely not functional. The "help" link just opens a new tab back to the homepage and they do not have a way to contact them on their main company website.

  Business response

  10/14/2024

  The complaint does not contain enough details for Tyler Technologies****** ("Tyler") to identify and confirm the alleged issue reported. For instance, Tyler hosts multiple websites for ************* across multiple Tyler divisions. Tyler has not been able to replicate the reported issue. Please ask the complainant to provide more details, including the specific name and operational purpose associated with the website hosted for Travis County.

  Thank you,

  ****** *****

  ************************************************************************************

   

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had no luck trying to get anyone from CorrectPay.com to contact me, regarding my account being BLOCKED and my cousin, an inmate in ********************, from having his account frozen. My cousin is unable to use funds that I sent, despite me double sending $300 and immediately after I filed a "dispute" with my credit card company, after CorrectPay gave me incorrect information about my 1st $300 deposit not being able to reach my cousin, and then later being told by my cousin that he did receive it, I then IMMEDIATELY cancelled the dispute AND paid for both $300 deposits. But, now, not only is my cousin's account "frozen" for incorrectly holding his fund that were never actually disputed in the 1st place, CorrectPay is lactching onto additional funds, as they are being attempted to be deposited to my cousin, by his mother. I was told by CorrectPay that they received $150 and are "waiting for the additional $150" before they will either unblock my account or unfreeze my cousin's account. This is insane, and effectively "double whamming" for funds that were never withheld from CorrectPay (because I CANCELLED the dispute). CorrectPay informed me that they could take up to 90-days to resolve the issue and/or look into it, to resolve it and unblock me and unfreeze my cousin's account, despite it being THEIR mistake when they gave me the WRONG information in the 1st place!It feels that I was intentionally bated to double deposit the funds and then place a "dispute" because CorrectPay wrongly informed me that the funds would not get to my cousin. Regardless, I expediently CANCELLED the dispute the next day and CorrectPay should not have been harmed in the process. I did my absolute best, to try to avoid them having an issue and to ensure that my cousin received funds that he needs, to buy snacks, to get energy to work a 3rd shift job while being incarcinated. Waiting up to 90-days seems inhumane and unfair, especially since I did everything humanly possibe.

  Business response

  09/20/2024

  Tyler Technologies, **** (Tyler) manages the CorrectPay.com website (CorrectPay) for the provision of payment solutions for inmates housed in correctional facilities. *************************** made a payment through CorrectPay on or about August 12, 2024. CorrectPay transferred ************************ payment to the directed inmate's trust account. ******************** then disputed that payment with her bank. ************************ bank initiated a chargeback to CorrectPay to collect the amount of ************************ payment.  Once CorrectPay was notified of the chargeback, CorrectPay blocked ************************ account with CorrectPay to avoid further disputed payments which would result in additional chargebacks to CorrectPay, and CorrectPay placed a hold on the inmate's trust account so that the disputed fees would not be released. This is standard procedure in the Payments industry. ******************** then reversed the dispute with her bank. Once CorrectPay was notified that the dispute had been reversed, CorrectPay removed the hold from the inmate's trust account and unblocked ************************ account with CorrectPay so that she could make additional payments. CorrectPay explained why it took the foregoing actions to ******************** over the phone on August 12, 2024. CorrectPay reached out to ******************** again on September 5, 2024 to inform her that her account with CorrectPay had been unblocked and that the hold on the inmates trust account had been removed such that the inmate had access to the funds. 

  Tyler took appropriate actions in light of the dispute ******************** filed with her bank. Once ******************** reversed the dispute with her bank, Tyler acted swiftly to unblock ************************ account with CorrectPay and remove the hold on the inmate's trust account. As such, ********************** refutes ************************ claims and considers this matter closed. 

  Customer response

  09/20/2024

  I have reviewed the business response and accept that there is or should be a resolution. 
  
  HOWEVER, the details of their response is, in affect, not completely true.
  
  They NEVER contacted me on August 12th.   I had made a 2nd deposit of $300 on the 12th and I,
  myself contacted them, to no avail, because that is when they gave me inaccurate information.  I
  have since been notified by them on September 5, 2024 that they have adjusted the verbiage that
  they provide to customers, like me, when we inquire about payments we make to our inmate loved ones.
  They assured me that they took out the inaccurate verbiage that caused me and my loved one so much
  aggravation and confusion and harm during the month from August to September when they took so long
  to properly account for and adjust their records, when my actions were extremely timely and within just hours
  of correcting THEIR initial mistake (improperly providing me with erroneous information).  They were clearly at
  fault, but even in their letter, they refuse to take ownership or accept responsibility or even apologize.  I am skeptical
  that my loved one's account is yet fully and properly taken care of, but only time will tell, because the delay in anything
  being taken care of with this firm/company/service is EXTREMELY slow and inconsiderate.
  
  They SHOULD have notified me IMMEDIATELY, if and when there was any type of issue with my account and when they
  decided to put a "block" on my account.  I didn't find out until I tried, unsuccessfully, to make yet ANOTHER payment to my
  loved one, in the hopes that he could get some urgently needed food!!!
  
  While, I am hopeful that this mess have been properly cleared up, I am doubtful that there still won't be backlash.  A proper
  response SHOULD be in writing to me, to apologize.  But, it appears that they do not want to accept any type of blame for
  their part in making my loved one suffer so much, unnecessarily.
  
  Thank you, BBB, for helping us to get them to respond and take responsibility of their detrimental actions.
  
  Sincerely,
  
  *****

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $1438 for a filing fee that should have been only $360.12. They charged me $1028 more than they should have.It took me 4 months to file divorce papers using this service. Any time I asked for support online, they just pasted help web addresses instead of helping me with my specific issue.They are Unavailable for anyone to communicate with if they have a problem.

  Business response

  02/24/2023

  Contact Name and Title: ***********************, Group GC
  Contact Phone: ************
  Contact Email: ******************************************************
  Tyler disputes all claims alleged by Consumer in BBB Case No. ******** and provides the following summary response to such claims. Consumer used Tyler's eFileTX site to attempt to file a divorce case in the following three court locations: Harrison County on 1/15/23; Lubbock County on 1/24/23; and Hartley County on 1/25/23. All three filings were rejected by the clerks of each court based on "wrong court/location," a determination made solely by the clerk/court. Consumer then filed his case in Harris County, and it was accepted by the court on 1/25/23.
  
  Consumer alleged Tyler charged him for the three filings that were rejected - that is simply not true. Each time a filer submits an envelope with fees, the system places a pre-authorization (pending) charge for the total on the filer's credit/debit card to ensure the funds are available for the court to capture if/when a court accepts the envelope. Since Consumer submitted four separate envelopes, the system placed four pre-authorizations on his card. However, only one of the four (the filing accepted by Harris County) was captured by the court. The remaining three pre-authorizations were not captured by the courts that rejected Consumer's filings. Instead, the pending charges were released in accordance with Consumer's credit card company's procedures regarding pre-authorized fees. Most banks and credit card companies release pre-authorizations within **** business days. Consumer can confirm the foregoing by logging into his filing history on Tyler's site, which displays the details for each envelope, including the current envelope status and related fees (specifically showing the fees being authorized or completed, when captured by the court).
  
  Consumer contacted Tyler's Filer Support regarding the charges shown on his credit card beginning on 1/24/23. He spoke with one of our representatives regarding the steps needed to resubmit and asked why he needed to file in a particular court location - we explained that court location is not something we are able to assist with, as that is a matter governed by the courts. Consumer then sent Tyler an email alleging that we charged him for each attempt. Our support representative explained that the fees associated with the accepted envelope were the only fees that would be captured, and the other fees would be released. We also provided Consumer with our help center article explaining this process along with a screenshot of Consumer's receipt, which is available to all filers in their Filing History on Tyler's site.
  
  Upon request, Tyler will be happy to provide BBB with copies of the email correspondence between Tyler and Consumer confirming the foregoing. We have not included such correspondence with this response in order to follow BBB's instructions to not include any information that identifies this Consumer.
  

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