Consumer complaint received 2025-05-19 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Perpay, Inc.
State: IN

Complaint narrative:
In XXXX of 2024, there was an order placed through my Perpay account that I didnt place nor did I authorize the order, once I noticed a higher than expected payment was taken from paycheck and paid to Perpay I immediately reached out to the company. This company has no phone number for customer service, contact has to be done through their App by message the team or by email at XXXX which would be great if the company didnt prevent a customer from using the direct message option at their discretion because once I missed a single payment due to no response from anyone regarding the fraudulent order on my account, I stoppped the direct payments from my paychecks. I sent several emails to their XXXX email address since I couldnt reach out through the message option in the App but still never got a response until I filed a complaint with the XXXX  and provided all the documentation I have regarding my issue with Perpay. However the company responded to the complaint stating all I needed to do was submitted proof of my correct address at the time of the order being placed in XXXX for them to resolve my issue. I immediately sent the company this information and got a response acknowledging they had received my information. However, the order wasnt actually removed my account, the company just marked it as completed on my account, showing it was paid in full and once again, I have reached out many times but am not getting any response. Nothing has been updated with the credit bureaus, my Perpay account status is still suspended, and benefits I had earned for my account with Perpay have not been reapplied such as their active or instant shipping status as well as the increased purchase limit both of which earlier orders placed with the company that were paid in full on time. When they marked the fraudulent order completed I received a request from Perpay for an updated or current paystub which is how the purchasing limit is decided for a customer. My limit was increased prior to this issue for the orders I had placed with Perpay that were paid in full time on time and also got a pay raise which my pay stubs reflected/confirmed so I assumed once they received the current paystubs I submitted my limit would be increased once they completed the account review and the previous orders being paid on time in full time plus the increase in my income was taken into consideration or at the very least set to the limit previously set for my account after the completed orders were paid off but no changes have been made to my account since the new income information has been received. The order currently opened with Perpay is a TV that shortly after being delivered started having issues but again my efforts to contact Perpay to get assistance with have been unsuccessful and if getting it replaced or even repaired isnt possible I dont feel I should have to pay off so they can arrange to have returned to them and I will gladly return the item. I began reaching out through the app about the issues with the TV less than a week after receiving it, I understand a business has more customers than just myself which may cause a delay in their response but I work full time and am a XXXX XXXX XXXX XXXX  so time is limited for myself as well but I made reaching to this company about all of these issues a priority and have been very patient entrusting the company to resolve them but 5 months with still no resolution is unacceptable as well as the snowball of negative impacts i have suffered is not right. This company claims by using them you can not only get products that you cant afford to outright purchase through retailers but to help improve your credit score/rating when payments are made on time as agreed upon when you place your order due to frequent reporting to the credit bureaus but since the issue with the fraudulent order arose on my account, my credit has been severely impacted and has affected my ability of obtaining housing, utility services, and more. If this can be completely addressed and a resolution provided, i have full intentions to reinstate the automatic direct deposit payments to my Perpay starting with my paycheck scheduled for the second week of XXXX.

Company response to consumer: Closed with explanation