My husband has an account with Paytrust to pay our bills. He has recently
been hospitalized and is unable to communicate (in any way) with the
company. On 9/22/09, I called Paytrust to receive instructions on how to
access my husbands account. I was told to contact his bank, which I did.
Using the Power of Attorney, the bank approved me and added me to my
husbands checking account. Then, on 9/28/09, I called Paytrust again to find
out if they were able to see my name added to the account at the bank. At
this point, I was told that I had to fax the Power of Attorney to Paytrust.
Again, I did as I was told. I had asked the representative to call me once
she had received my fax. However I received no call. I waited 2 days and on
9/30/09, I called to verify that I had complied with everything that was
requested of me. The representative put me on hold for almost 10 minutes,
only to tell me that she was unable to speak me because she was not a
supervisor. When I had asked to speak to the supervisor, I was told that she
was in a meeting all day and unavailable to take calls. The supervisor would
call me back the following day. The supervisor never called me back. So,
on 10/2/009 I contacted Paytrust again. At this point, their legal depart
had approved only to fax me the information of the payees, account numbers
with them, and the checking account from where the payments were being
released. I had requested an explanation of why I was not being granted
access to the account, only to hear the following response: We can only
provide the payee information to you via phone or fax and you will not be
granted account access. When I had asked for a reason, they pointed me to
the company website (www.paytrust.com) to find the terms and conditions
where such privacy information was provided. Unsuccessfully, I found nothing
about Power of Attorneys and account access. At this point, I have done
EVERYTHING that was requested of me to do by Paytust. They are unable to
satisfy my request of gainng access to my husband's account. This extreme
delay is leading me to paying my bills late (and receiving late fees).
Paytrust is not providing a service that my husband pays them for.
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