“Also a Customer for over 20+ years as well. However I can tell you that it can get much much worse than enduring a new poorly thought out interface...
My account has had a log.-in error since June 10th, 2021. This is a RealNet technical error.p I have submitted 6 tickets in that time without one technical rep. response.
I am told there are others as well. Anyone?
Not only am I locked out of my account with the message:
“We're sorry, but we are unable to process your request at this time”
After 6 weeks - I still have no idea what bills need to be assigned, what bills are being paid and what bills need to be paid.
Total blackout.
Will need to start over with another company. Any suggestions?”
“I have been a customer of paytrust for over 20 years. The recent changes to the UI make this site almost unusable for it's intended purpose. I have had to take back my bills, re-establishing my own physical address as the billing address, and return to paying by check, as I do not like giving my billers the ability to take money directly from my account.
However, as a software/web developer with almost 30 years of experience, I have found one use for this web site. I have taken lots of screen shots and video of the site as a demonstration of poor user interface and user experience design for my students and team. This site is hands down the worst implementation I have ever seen.”
“I have used this service since 1998 and I am sad to say but I am going to have to find a new bill paying service. The new user interface is far from intuitive and I have to make multiple clicks to view the information I need to see. In addition, it doesn’t work well on my phone. These days most people do everything on their mobile device and I pay a fee to use a service that doesn’t work well on my phone, has a new UI that is not intuitive nor gives me the information I need to see in an easy to view format. What users reviewed this? Appalling! It’s going to take me a day to change my mailing address, pull the information I need from Paytrust and transfer all my accounts fir another service. I am sad to have to end a relationship that has lasted longer than most marriages!”
“I can't say it any better than 99% of the other reviewers. The new user interface SUCKS. Why can't/don't they do something to improve it or better yet, revert back to the user interface that was easy to use?
Fire the team that created the new interface.
By the way I have been a user for more than 20 years.”
“I am like the rest of the long time user (I was one of the first 100 people to use the software when it was developed) and this is just a nightmare after their acquisition from Quicken. I can not assign bills since I have over one thousand vendors since I began using Paytrust and there is no way to do an alphabetical search using an IPad. I now have to go through a listing of every vendor I have every paid using Paytrust which is over one thousand and they are not even in alphabetical order). All my inactive vendors are now on this list. This is hard to believe!!! If anyone finds a competing vendor that does the same service as Paytrust use to do please post their name. This is just HORRIBLE !!!”
“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.”
