“I have been a long standing client of paytrust maybe to the tune of 20 years or so. I was loving the simple, user friendly, consistent, reliable and trusting company up until recently. There must have been a change in ownership or management because I am at my wits end with these people. I can barely believe it’s the same company I’ve dealt with all these years. They froze my account because I did not reply to what they called an internal audit requesting my social and birthdate! After 20 years of service they suddenly needed to verify my account! I still wonder if it’s a scam but regardless…. The consequence for not believing that they now do spot checks requesting what any scammer would request resulted in a frozen account. So suddenly no bills are being paid. Late notices and penalties get charged and no one makes any attempt to reach out to accommodate or reinact my service because they do not need to. What they did is continue to pay themselves the monthly service fees for doing nothing for me. They basically froze my account from paying any bills (with the exception of freezing payments to paytrust which is their charge to pay the bills they froze!! When I called twice, I was put on hold while the receptionist tried to get a manager for 45 minutes . I have now canceled my membership. With all that said and done the receptionist assured me I’ll be charged get again at the end of this month while my cacncellation request processes. Whatever! Mom and pop shop!! Stay away! There’s no one intelligent to talk to and certainly no one who sounds like they no what their doing!”
“I have been a customer for 20 years, and like all the others here, the new interface is just an abomination. what used to be 1 click is now buried 2 or 3 clicks down in a confusing organization. Payees are listed randomly when you try to assign a bill. they are losing bills on me, they paid my mortgage twice this month! They have gone from PayTrust to NO TRUST!!!!”
“I have been a longtime user and I was shocked to see the new interface. This is a worse disaster than Windows 8. No doubt, the site was long overdue for updates, like why do they delete bills after 2 years? Storage of such info is dirt cheap these days and there is no excuse for such antiquated policies. The interface at least made sense. I am completely lost with the new interface and it just seems that info is hidden. I have written and sold software and it is not easy to find programmers who know how to write for actual users. This seems like it was written with total disregard for how people use the software. This company was bought a few years ago by Intuit, and Intuit is famous for alienating customers. Just look up Quickbooks reviews. They seemed to be running this as a cash cow, but now that they finally put their stamp on the site, customers are jumping ship left and right.”
“Paytrust changed to an unusable format. After 20 years they cancelled my account. The reason? My husband died. Paytrust assured me the acount was secure for my use. I guess when they
'upgraded' they decided to close my account with no notice.
I'd give them 0 starts if I could.”
“Awful user interface. Have been a user since paymybills.com, but now going to cancel. What a shame. This has to be an outsourced, offshore effort. Its hard to imagine anyone thought this was a good effort. Called to complain and outsourced customer service rep tried to convince me that it was an upgrade and to give it time. Sorry.”
“The new look is totally useless. Not only is it difficult to see all the bills for a biller. I have no idea what is due. I pay probably a hundred things and I am going to have to find a new system or hire someone to deal with this. One of the best things of the old system was the ability to download reports into excel. That function is also completely gone. Who did this?? And WHY? Someone needs to remake the system as it was so we can all migrate to it.”
“The new interface essentially just decimated the functionality even removing the ability to see historical bills, etc. It is so bad, it appears to be an intentional infliction of pain on the existing customer base. It appears a competitor must have hijacked the site and made this as bad as theoretically possible in order to create maximum ill will towards the customer base. Either pay the ransom to get the site back or just admit you don't like customers and cancel everyone's account for them. You can cancel them rather than paying customer service staff to do it for them when they call.”
“Just piling on. The new UI may be the worst downgrade of a previously functional Website in history. While I previously had some intermittent problems with their document ingestion (for paper bills), overall it was simple to use and efficient. I can't add anything to prior reviews other than to say that saying this new UI sucks is an insult to suckage.”
“We have been Paytrust users for nearly 20 years. There have been no meaningful updates in that time. Even without updates it was still a very useful product. However, when this new UI was launched a few months ago it was mad completely useless. When I provided feedback I was told that it just takes time to adjust to a new interface. They also said that this new UI is a dashboard. This is not a dashboard - it's cramming every piece of unnecessary data into one screen. There is no longer an inbox of bills that have come in, but a list of every payee we have ever paid with a projected new payment date. It's made the entire service unusable. There is no longer an inbox view to see the incoming bills. It makes me really sad to leave Paytrust because it has been foundational to how we pay bills. However, this is worse than no useful, I am not fearful I will miss bills.”
“What can I say. Was a great service that made my life easier now it is the worst interface I have ever encountered. A long time customer who has referred countless folks to what was a great service. Did you guys even BETA test this interface. HORRIBLE!!!!”
“I've use paytrust for many years and I've been delighted just recently the program was changed and now it is so boxed in not allowing a bigger view of what's happening with your finances I feel like my hands are tied trying to pay bills get rid of old billers it's just too big a job I might as well move to my bank bill pay service it's so NOT user-friendly”
“We have experienced the same as all of the 1 star reviews posted. Also a customer since "paymybills.com." And as another reviewer stated "I have to know a bill is coming in order to go search for it." I was willing to pay the 10.95/month for convenience and putting a intermediary between me and my bank. No longer. We're starting the slow slog of entering all of our bill pay data into a bank's website. Maybe that's their grand plan..”
“What can I say that hasn't already been said by all the other 1-star (should be negative star) reviews.
Customer for 20+ years, been hoping for a modernized UI/UX update because they make it inconvenient to navigate around, BUT, I could pay my bills, I knew how it worked and it mostly worked (some issues with auto-identify a bill I have been getting for years).
And finally, the update the UI/UX and is an abomination. What in the actual hell were they thinking? I can't even imagine anyone coming up with something this terrible. I'm never one for calling someone to get fired but the UI/UX designer needs to be replaced. If they have skills that can be used somewhere else in the company, then do it. But roll back to the old, crusty version that worked and get started on a new version with someone that knows what they are doing with UI/UX design. And for the love, get some user feedback before you release another POS on your long-time, loyal customers.
I have read that many reviews are looking for an alternative service, but has anyone identified and a viable competitor? I have tried in the past but come up with nothing. That's the single most important factor that explains why Paytrust hasn't upgraded a single thing (of any worth) in 20 years and then they release a huge turd on us.
How has there been no competition? Is it because this business model is not profitable?
Just completely baffled about this release and lack of competition in this space.”
“I have used Paytrust for over 20 years - it was the best program out there - and they recently redid their program interface and made it a POS. They used to allow you to make a biller 'inactive' when you didn't use it regularly. This was great for a one-off person you wanted to pay. However, now - ALL of my billers are active - I have over 200 billers I need to scroll through every time I assign a bill, it literally takes 20-30 minutes to just assign a bill!!! And while you are scrolling through all your biller, some of which you haven't seen in decades, they don't give you the entire name - only a truncated version - so you need to guess! So Chase Credit Card, and Chase Mort, and Chase Venture.. all look the same!!!! It is a nightmare! I need to find an alternative. I am glad others are living this nightmare. I think their goal may have been to eliminate all the good customers for some reason and get rod of the service. If that is the goal, they will succeed! I have called and reported this issue - they took my report, and said they are working on a way to make the biller 'inactive' but that we need to wait for the next update. I never even remember an update before - ugh. Horrible - I have also missed deadlines because this interface is so bad. Why did they do this? I have called customer service multiple times, but they have not fixed this issue and it has caused me to mix up bills with similar names - because the crazy truncated names will not allow me to differentiate between bills that share the same 10 characters! They seem to know this is an issue but are unwilling to resolve it.”
“Have used Paytrust for 25 years until they changed their system. The phone support has been bad for years but now the software is a joke. Looks like it was programmed by a 13-year-old in Bangladesh. Whoever is responsible for choosing and managing this new system needs to be fired quickly”
“I have read the reviews since I posted mine a few weeks ago and clearly Paytrust is not listening. I wrote to a board member of parent company several weeks ago and did not hear back from him either. Then today I received a broadcast email saying they are rebranding to RealNet Payments so I guess the water got too hot for Paytrust and this was the only way to try and bury the dirty laundry. Regardless they would appear to be doing everything possible to drive away customers.
For those looking for alternatives, I searched pretty comprehensively and could not find a comparable solution to what Paytrust -- used to do -- so I'm converting all payees to Paperless, email bills and autopay where that is an option. Where not autopay, I use my bank bill pay which as it turns out is far less costly (actually free) and the only missing component is the ability to get the bill through a single source.
My workaround to that challenge is to watch carefully for emails from vendors and eventually I may set up a discrete email that is only for ebills and change the billers notices to that new email.
I cannot understand Paytrust shooting themselves in the foot, but it appears it must be run by very inexperienced and marginally capable people -- they certainly haven't tested the app nor listened to end users. This is one of the best examples on fixing something that isn't broken.”
“As a long, long time user, I agree with the worst of these reviews. It's a good bet that no executive or board member of Paytrust or Metavante uses their own service.”
“This is the single worst upgrade in the history of software. And as someone who has been in the software business for the past 35 years I have a great deal of experience in this realm. Simply inconceivable that the leadership of that company could’ve allowed this to happen.”
