Money transfer, virtual currency, or money service -- Unexpected or other fees -- Complaint #7489228
Complaint Overview
Complaint ID: 7489228
Company: Appfolio, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unexpected or other fees
State: Washington
ZIP Code: 98685
Date Received: 2023-09-01T12:00:00-05:00
Date Sent to Company: 2023-09-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am writing to address a matter of utmost urgency regarding the payment processing system on the AppFolio portal. I have observed a concerning discrepancy in the fees applied to transactions conducted through the AppFolio platform. Specifically, the portal advertises a fee of 3.49 % for credit card transactions, while significantly lower flat fees apply to check or debit card payments through the same channel. However, when I attempted to utilize my debit card on the AppFolio portal, I was unjustly charged the incorrect amount of 3.49 %, resulting in a total charge of {$94.00}. This irregularity has been a source of significant inconvenience and financial strain. I have taken proactive steps to resolve this matter, initially engaging with AppFolio through the Better Business Bureau ( BBB ) as it became apparent that direct consumer contact channels were not available. Regrettably, my attempts to find a resolution through this avenue have proven fruitless. Furthermore, I diligently communicated this issue to my property management company, Personal Property Management ( contact information : XXXX, located at XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ). They have consistently assured me that this fee discrepancy is beyond their control, as it pertains to a third-party charge facilitated by AppFolio. Conversely, AppFolio, in their responses via the BBB complaint system, has repeatedly directed me to contact my property manager. This continuous cycle of redirection has created significant frustration, as my property manager lacks the authority to influence or rectify these fees. As a concerned consumer who values fair and transparent financial transactions, I am earnestly requesting that AppFolio promptly assess fees in accordance with the rates advertised on their portal, thereby ensuring compliance with consumer protection acts. My primary objective remains the resolution of this situation, and I implore AppFolio to take immediate corrective action to restore fairness and transparency to their payment portal. I trust that this matter will receive the attention it warrants and will be addressed with the urgency it demands. Your swift response and resolution are eagerly anticipated.
Frequently Asked Questions
What is Complaint #7489228 about?
Complaint #7489228 was filed against Appfolio, INC. regarding Money transfer, virtual currency, or money service specifically about Unexpected or other fees. It was received by the CFPB on 2023-09-01T12:00:00-05:00.
How did Appfolio, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Appfolio, INC.?
Yes, visit the Appfolio, INC. company profile at readthecomplaint.com/company/appfolio-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.