Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cass Information Systems handles payments for a shipper. Both I and the shipper have mad numerous attempts to contact Cass for an explaination and resolution as to why they are not processing paperwork and invoices. I have sent numerous emails and called every day since December 12, 2023. I have held for more than one hour for one call. I have spoken to **** and ********. Both tell me that my case has been escalated and someone will contact me. They have also asked me to send emails, which I have done with no response. When I ask to speak to a supervisor I am left on hold until they disconnect the call.

  Business Response

  Date: 01/04/2024

  Thank you for bringing this situation to our attention.   We will be swiftly pursuing process improvement to avoid delays in our escalation process for the future.   We have reviewed the status of the invoices in question and can confirm all 3 have been successfully processed.   They have a current disposition of scheduled for payment.  On 1/10/24, a paper check will be mailed or ACH transfer date will be set.   Please continue to monitor our website for further updates.  

  Customer Answer

  Date: 01/05/2024

  I accept the business's response to resolve this complaint.
  

  Customer Answer

  Date: 01/18/2024

  Good morning. 

  I am writing in regards to Complaint ID: ********. 

  I reported this on 12/21/23. You received a response from the company stating that the payments would be processed on 1/17/23. I accepted that response and was patient to wait for payment.

  However, the payments were, in fact, not processed and when I logged in the system the payments were delayed again. See attached screenshot.

  Please let me know if we can reopen this complaint or should I submit a new one.

  Business Response

  Date: 02/05/2024

  Cass had highlighted the scheduled payment date, as referenced by ****** **********   However, Cass must reconcile funding with our mutual customer prior to presenting payments to their associated carriers.   There was unexpected delay in the customer's funding reconciliation, which caused a further shift in payment date. To remedy this situation, Cass initiated a manual ACH transfer for the full amount outstanding, which ****** confirmed receipt of on 1/19/24.