“Allow me to add my voice to the choir. Like many, I have been using the service for many many years. And like many I have watched as the service has deteriorated . The new GUI is quite simply a DISASTER. It's unbelievable that the drop down menu for assigning a Payee lists them all in no apparent order - almost unusable. The whole new website is quite simply a MESS.”
“I loved Paytrust until they re-did their GUI. Now I cannot use it, and cancelled my subscription. There were several fatal problems but the clincher was their doing away with creating "qif" files. That prevents me from importing it into Quicken which is the check register I use.”
“I'm both glad and sad that so many others are dissatisfied with Paytrust. Their customer service acts like they've never heard of your problem before and even their "supervisors" aren't able to resolve issues.
Several months ago, I began a switch between credit unions. Because the redesigned site is so confusing to navigate, I called and asked for help ensuring no payees were set to use my old funding source, which I left open for another few weeks. I was then prevented from removing the old funding account due to a "pending payment" which I could not locate.
Then, Paytrust incorrectly assigned my water bill to the electric utility payee and sent a payment on my then closed bank account. My Paytrust account was immediately suspended and I was repeatedly promised the matter would be reviewed and resolved in "three business days." After repeated calls and several unsuccessful holds to speak with a supervisor, I found some representatives weren't even documenting our calls.
I called customer service again today and was told my account is now unlocked. I would love to log-in and begin paying bills again, but the Paytrust site is currently down.
Despite being a Paytrust (and Intuit) customer for many, many years, I'm done! I plan to migrate my remaining bills (and records) off Paytrust through then end of 2021, then close my account for good. It's a shame that what used to be such a great resource has been allowed to decline.
Paytrust was acquired by Intuit in 2005, so I've written CEO Sasan Goodarzi regarding my experience. All indications are that Paytrust and Intuit no longer value individual customer relationships, so I hold little hope of receiving a response.”
“I have been an enthusiastic PayTrust customer for more than 20 years. It was simple, efficient, and intuitive . . . until the new website "improvements." They are AWFUL!!! Complicated, inefficient, and unintuitive. Also, for 4 days now, the website is down, and I can't review or pay my bills. I called customer service, and it says no one is available due to an unexpected emergency. The new owners have DESTROYED a good business model. My guess is, they are going down, have fired people and will soon be out of business?”
“I guess that the previous user interface was just too simple. Default view was a panel at the top of the page listing the bills that are due but not yet scheduled. I could click on them and deal with them one by one as appropriate. And a panel at the bottom of the page listing scheduled bills along with the total dollar amount going out. Should I want to cancel or reschedule one of these payments I would simply click on it and deal with it. And there was an intuitive navigation panel at the left. Billers, reports, history, etc. I don't know if this view was customizable because I never saw any need to change it.
Now I am trying to figure out how to simply get a list of my unpaid bills! And to do that I am designing a custom report?!?!? It looks as if they have designed this new interface to encourage customers to leave. And that is unfortunate as I do not know of another service that will print and mail checks to smaller billers that do not have an e-pay capability. I too am going to look for something else after 20+ years with Paytrust.”
“I have been a customer for over 15 years and this new design is horrible. Hard to nagivate. I feel like I stepped back to the 1980's. I am looking today to see if anyone offers a better service!”
“This was a great service for years. I was a customer for over 10 years. Then they changed the interface to something completely unusable and made me reactivate all my payment accounts. Not worth the effort to learn the horrible new interface when my bank's bill payment service is fine. Also, and BE WARNED, when you leave the service, all your records there are lost. No download/CD option. So you've trusted your bills to them and will have no way of seeing past bills. That's REPREHENSIBLE and done only, I would guess, to make you stay on even when you don't want to. Customer service was no help. STAY AWAY.”
“I can’t get connected to your website to pay my bills.. It tell me the server is not working.. however it works to all of my other .com addresses..
This is getting to be a long list of who you are unable to connect with.. Starting with Chase Visa Bank.
Please send me a copy of all my records on disk so that the fee I pay each month is not for nothing.”
“Horrible service, horrible customer service, horrible management. 20 years of history and reliability down the drain. The information that is important has been reduced to a small truncated box on the right. Open up the program and you get a list of all your active billers and crazy graphics telling you they are delinquent, waiting for a bill and what you paid them last. Slowly I have been getting away from them. I don't have anything of significance with them anymore. My history is all gone as well. Unassigned bills list keeps growing. I get other peoples bills in my inbox, foreigners that can't speak English and clearly don't pay their own bills are called customer service. If you want pretty pictures - Pay trust is for you but don't panic when you open up and see the red past due cartoon ... it's almost always wrong and generally you can find the associated bill in the "unassigned" list. Save your money folks. Paytrust was once a real bill paying site but you can get more functionality and reliability from your individual payees. Shut em down.”
“The same as the others.... the new user interface is so so confusing. You cannot find ANYTHING. The new search functionality does not allow for you to find UNASSIGNED bills. Everything is now being paid late because i cant see the bills as they come in. I am going to also have to find another payment system. Too bad as i have been using this at least since 2005.”
“I have been with Paytrust for 20 years. They have been sold many times but each buyer KEPT the software that worked. The new buyer changed it and it is MORE THAN AWFUL. You cannot rely on the information at all. The result is late payments and over payments and complete chaos. I am changing out and transferring my accounts to my bank. Too bad they made a mess out it....NOT RELIABLE,”
“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!!!!”
