Consumer Protection


Alaska Residents


If you have a complaint, first contact the Customer Service Department of JPay Inc. at 800-574-5729. If you still have an unresolved complaint with respect to any aspect of the money transmission activities conducted with JPay, you may contact the Alaska Department of Commerce, Community and Economic Development, Division of Banking and Securities, Money Service Businesses at (907) 269-4584 or by mail at: 550 West Seventh Avenue, Suite 1850, Anchorage, AK 99501.


https://www.commerce.alaska.gov/web/dbs/ConsumerFinance/MoneyServiceBusinesses.aspx


California Residents


If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Business Oversight at its toll-free telephone number, 1-866-275-2677, by email at consumer.services@dbo.ca.gov, or by mail at the Department of Business Oversight, Consumer Services,1515 K Street, Suite 200, Sacramento, CA 95814.

RIGHT TO REFUND: You, the customer, are entitled to a refund of the money to be transmitted as the result of this agreement if JPay Inc. does not forward the money received from you within 10 days of the date of its receipt, or does not give instructions committing an equivalent amount of money to the person designated by you within 10 days of the date of the receipt of the funds from you unless otherwise instructed by you.

If your instructions as to when the moneys shall be forwarded or transmitted are not complied with and the money has not yet been forwarded or transmitted, you have a right to a refund of your money.

If you want a refund, you must mail or deliver your written request at JPay Inc., Attn: Customer Service, 12864 Biscayne Boulevard, Ste. 243, Miami, Florida 33181. If you do not receive your refund, you may be entitled to your money back plus a penalty of up to $1,000 and attorney's fees pursuant to Section 2102 of the California Financial Code.


Colorado Residents


Entities other than FDIC insured financial institutions that conduct money transmission activities in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit, are required to be licensed by the Colorado Division of Banking pursuant to the Money Transmitters Act, Title 12, Article 52, Colorado Revised Statutes.

If you have a Question about or Problem with YOUR TRANSACTION - THE MONEY YOU SENT

You must contact the Money Transmitter who processed your transaction for assistance. The Division of Banking does not have access to this information.

If you are a Colorado Resident and have a Complaint about THE MONEY TRANSMITTER – THE COMPANY THAT SENT YOUR MONEY

ALL complaints must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking’s website and return it and any documentation supporting the complaint via mail or email to the Division of Banking at:

Colorado Division of Banking
1560 Broadway, Suite 975
Denver, CO 80202
email: DORA_BankingWebsite@state.co.us
website: www.dora.colorado.gov/dob


Florida Residents


JPay Inc. is a licensed money transmitter under Chapter 560, Florida Statutes. For suspected violations of Chapter 560, Florida Statutes, call JPay Inc. at 800-574-5729 or contact the Florida Office of Financial Regulation, 200 East Gaines Street, Tallahassee, FL 32399-0376, (850) 487-9687.


Illinois Residents


JPay’s money transmittal service is regulated by the Transmitters of Money Act [205 ILCS 657] administered by the Illinois Department of Financial and Professional Regulation. For any questions or complaints regarding money transmissions sent through JPay, Illinois customers may contact the IDFPR at 1-888-298-8089, Division of Financial Institutions.


Maryland Residents


The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding JPay Inc. money transmission services at:


Commissioner of Financial Regulation

Attention: Complaint Unit

500 North Calvert Street, Suite 402

Baltimore, Maryland 21202

Telephone: 1-888-784-0136


New Hampshire Residents


Senders are entitled to a refund of the Transaction Amount and Service Fee if their Transaction is not paid out according to the information they provide about their Recipient, unless the Transaction is in violation of applicable law or this User Agreement. In the case of any such refund, the Transaction will also be cancelled.


New York Residents


JPay Inc. is a licensed money transmitter regulated by the New York State Banking Department. JPay will not be liable nor responsible for any delays in the transfer of funds resulting from inadequate, incomplete or inaccurate information furnished by you nor caused by the unavailability of the recipient to receive or accept said funds at the location designated by you. Any unresolved consumer complaints may be mailed to the New York State Department of Financial Services, Consumer Services Division located at One State Street, New York, NY 10004-1417 (877-226-5697).


Texas Residents


If you have a complaint, first contact the Customer Service Department of JPay Inc. at 800-574-5729. If you still have an unresolved complaint regarding the company’s money transmission or currency exchange activity, please direct your complaint to: Texas Department of Banking, 2601 North Lamar Boulevard, Austin, Texas 78705, 1-877-276-5554 (toll free), www.dob.texas.gov.

Después de haberse comunicado con JPay Inc. al 800-574-5729 por primera vez, si aún tiene una queja sin resolver relacionada con nuestras actividades de transmisión de dinero, por favor envíe su queja a: Texas Department of Banking, 2601 North Lamar Boulevard, Austin, Texas 78705, Telephone: 1-877-276-5554 (gratuito), www.dob.texas.gov.


Washington Residents


Entities other than FDIC insured financial institutions that conduct money transmission activities in Washington State, including the sale of payment of money or credit are required to be licensed. If there are questions or concerns regarding a transaction with a licensee please contact the Washington State Department of Financial Institutions at (360) 902-8700 or by mail at: Department of Consumer Services, P.O. Box 41200, Olympia, WA 98504-1200.

To file a complaint, please provide: the name of the company, office location, and who you contacted at the company; your name, mailing address, and ten digit phone numbers; and a simple explanation of the problem, with a list of events in chronological order, making sure to include names and dates. Be specific and as brief as possible. For electronic submission, please complete the form found on the website: www.dfi.wa.gov under Consumer Information: File a Complaint

Refunds: You, the customer, are entitled to a refund of all moneys received for transmittal within ten days of receipt of a written request for refund unless any of the following occurs:

  • The monies have been transmitted and delivered to the recipient prior to receipt of the written request for a refund;


  • Instructions have been given committing an equivalent amount of money to the person designated by the customer prior to receipt of a written request for a refund;


  • JPay has reason to believe that a crime has occurred, is occurring, or may potentially occur as a result of transmitting the money as requested by the customer or refunding the money as requested by the customer; or


  • JPay is otherwise barred by law from making a refund.


CONSUMER FRAUD ALERT


Consumers are exposed to a multitude of scams and protecting our customers is a priority. JPay recommends never sending money to a stranger. Any funds received by a stranger cannot be recovered and unfortunately will not be refunded to you. The most important tip we can give is do not send money to someone you do not know. Additionally, if you suspect fraud, please contact JPay at 800-574-5729.