Shared note

EMPATHY / TONE OF VOICE/ GRAMMAR • DIRECTLY ASK THE EMAIL ADDRESS

Hello [user name],

Thank you for reaching out to us and sharing your concern.

Our Privacy Protection service helps safeguard your personal and billing information from third-party data collection. This optional offer typically appears after checkout and adds an extra layer of security before your payment is processed. I hope this helps clarify things and works well for you with your next transaction — just one of the ways we show how much we care for you!

As requested, I’ve successfully canceled your subscription to the Privacy Protection service, and a full refund of [Amount] has been processed. Please allow 2–3 business days for the refund to reflect in your bank account, depending on your bank’s processing time.

For more information and faster assistance, you may also call our Customer Service Hotline at (888) 850-5196, which is available 24/7! Also, please keep an eye on your inbox for a quick 30-second survey arriving within the hour — your feedback helps us improve your experience.

Thank you!

Thanks for reaching out!

In the interest of user security, before we can provide any additional information we are required to verify your identity. This extra step helps us keep your information safe, and helps to ensure only authorized personal can make inquiries on an account.

So that I can assist, please confirm any 2 of the following: Biller name: Payer address: Payment Amount: Last 4 digits of payment method: Date of birth of Patient on bill statement:

Thank you for your cooperation throughout this process. Typically, a user may be enrolled in the Privacy Protection Subscription either after paying a bill through the app or via the post-checkout screen once a bill payment has been completed. Please note that your subscription has now been cancelled and your refund has already been processed. If you need any further assistance or encounter any issues, don’t hesitate to reach out — we’ll be happy to help.

Our Privacy Protection service is designed to safeguard your personal and billing information from third-party data collection. This optional service typically appears as an offer after the checkout process and provides an added layer of security before your payment is finalized.

The subscription enhances the safety of your personal and card information during online transactions, helping to reduce the risk of data exposure or misuse. At the time of your payment, you may have seen a pop-up offering this service. It included the option to subscribe, close the window by clicking ‘X,’ or select ‘Not Interested.’ The subscription is only activated when the user explicitly confirms it.

We hope this explanation provides clarity and assists you with future transactions. This is just one of the many ways we strive to prioritize your safety and satisfaction.

I’m sorry, we don’t have a Spanish-speaking representative available at the moment. We can continue in English if that works for you, or, if it’s easier, you may also reach us via email. I can provide you with our email address [help@ppaya.com] so you can send us your concern, and we’ll be glad to assist you there.

Thanks for reaching out!

The text message you received is part of Papaya’s digital presentment service, which notifies you about bills from payees whose services you’ve used.

Papaya Pay is a third-party bill pay service that allows users to upload and pay bills via the Papaya Pay app. Our mission is to alleviate the stress and anxiety of paying your bills, so users can upload any bill statement (paper or electronic), including medical, utility, car payments, mortgages, and more.

You can choose to disregard the message you received from us. You may also contact your biller directly to ask for a copy of your bill and inquire about other payment options.

If you have any other questions or require further assistance in the future, please don't hesitate to reach out to us. In the next hour, you'll receive a brief 30-second survey. Your feedback is invaluable in helping us improve and serve you better. Have a lovely day!

Please know that while we’d love to extend further assistance, we are also bound by certain protocols in place with some insurance companies. We hope for your kind understanding on this matter. For more information and faster assistance, you may also call our Customer Service Hotline at (888) 850-5196, which is available 24/7 just for you!

Thanks for reaching out to Papaya Pay.

Before I can assist you further, could you please clarify which cancellation you are referring to and the amount that was charged to your account?

Looking forward to your response.

The charge you're referring to appears to be related to our Privacy Protection service. This is an optional service that offers additional security features, including identity monitoring and fraud protection during online transactions. This service is presented as an add-on after a bill payment is completed and requires user confirmation before activation.

Please rest assured that your subscription has been successfully canceled.

Feel free to reach out if you need any further assistance or have additional questions.

I completely understand your concern. Please rest assured that Papaya does not charge your card without your authorization. If there’s a charge you’re unsure about, I’ll be glad to help investigate and clarify.

The enrollment process begins when you click ‘Continue’ on the offer after paying your bill. At that point, you also had the option to opt out by clicking the ‘X.’

Once ‘Continue’ is selected, a welcome email is automatically sent from papaya@updates.papayapay.com, which explains that after the free trial, a monthly charge will apply. Depending on when you signed up, the amount may be $36 or $39.

If it helps, I can also provide you with a sample screenshot of the welcome email for reference.

PAPER TRAIL- email you're subscribed to a free trial

Moving forward, I’ll make sure to give the user accurate info and avoid unnecessary details to keep the call short and clear. I’ll also double-check the bill status so I don’t give wrong info.

it usually, takes 24-48 hrs but I see that

okay, ill be happy to check that for you.

Upon checking, your bill submission is still processing. It usually takes 24–48 hours to complete. Please monitor your email for updates, as one of our internal operators will notify you once the payment has been processed.

Caller's name: Matthew Utecht Email: mdu973@hotmail.com