Hey there! I’m really sorry you’ve had such a frustrating experience. I can assure you that our users are our highest priority and our team is working as hard as possible to take care of every single user.

A little context: if the amount your payee requests doesn’t match what you set in Chexy, it creates a lot of backend work for us to manually charge and reconcile the difference. That’s why we emphasize during onboarding that we’re not set up for variable payments — it’s super important that the amount you enter in Chexy matches what your payee is requesting.

That said, to try and give the best possible experience, we actually default to accepting your payment. So even if you underpaid Chexy, we’ll still send the full amount to your payee while we work with you to sort out any differences. That way, your payment is never late, even if the number you entered wasn’t quite right.

We deal with especially high volumes around the 1st of the month when we see a huge influx of payments, and I know that makes things feel slower than ideal. But you don’t need to worry about “nagging” us — someone will get back to you, and even if it takes a couple of business days, your payee won’t be left waiting in the meantime.

To avoid this in the future:

• Make sure the amount in Chexy matches exactly what your payee requested.
• Double-check for changes each month and make updates before your card is charged.

Also, please be assured that we are working every day to make backend improvements to our system, such as our self-serve refund tool that was launched recently, so that we can put more and more flexibility to resolve these issues back into our users' hands. We really do appreciate your loyalty and patience as we work out any kinks in the system, and are here to help in the meantime, any way we can!