Complaints

This profile includes complaints for ACI Worldwide Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ACI Worldwide Corp

  2811 Ponce de Leon Blvd Ph 1 Coral Gables, FL 33134-6926

  
• 

  ACI Worldwide

  6060 Coventry Dr Elkhorn, NE 68022-6482

• 

  ACI Payments, Inc.

  6060 Coventry Dr Elkhorn, NE 68022-6482

• 

  ACI Worldwide

  6060 Coventry Dr Elkhorn, NE 68022-6482

• 

  ACI Payments, Inc.

  6060 Coventry Dr Elkhorn, NE 68022-6482

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:03/03/2025

  Type:Sales and Advertising 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.

  I don't know this company and never entered into any payment arrangements with them. I don't even know what the charge that is being deducted from my checking account is for. No customer service phone number, only email which I submitted but only received a automated generic email for solution to fan's. They have deducted payment for several ************* ongoing. Having my bank dispute charges. But it's impossible to get a person on the phone & when you do - they only accept the payment and can't tell you anything unless you have the account number - which i don't have because I didn't authorize any payment to aci,

  

  Business Response

  Date: 03/14/2025

  ****************** a wholly owned subsidiary of ACI Worldwide Corp., is a third-party bill payment service provider to financial institutions and ****** entities which themselves own or control the account-level relationship with the individuals paying the bill.After reviewing your complaint, ****************** has determined that the payments reflected on your bank statement are directed to ***************. We have contacted *************** and verified that you are a customer of theirs.They recommend reaching out to ***************'s customer service for further assistance at ************** with these payments. 

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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.

  In January of 2025, my electric company began using *** Speedpay for online transactions. ************ is charging a surcharge on ALL payments except autopay signup--including debit cards. Charging surcharges and processing fees on debit cards is not legal. I do not wish to use autopay as I frequently change the payment account from which I make payments. I cannot even go in person to the electric company and make payments without processing fees, now. I do not wish to be charged a fee for the privilege of paying my electric bill in ANY way, shape, or form.

  

  Business Response

  Date: 02/18/2025

  Thank you for reaching out to us regarding the recent charge on your debit card transaction. ****************** has reviewed your complaint and would like to clarify that the service and convenience fees you mentioned are a standard industry practice implemented to cover the costs associated with processing payments.  It is important to note that these fees are permissible under federal and many state laws. As a third-party bill payment service provider, we suggest discussing free payment options with your service provider for future transactions.

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On January ****** I tried to make an online payment on my ************ bill using their bill pay service which I have set up with my bank and credit care information and have used for 3 years.The billing system was recently updated and a notation said that I might have to reenter my banking information which I did after my payment was not authorized by their system. Again I tried to make the payment using my **** credit card and was declined. So I called **** to find out why and was told that the expiration date of my card was the error in the billing system. I then called ************ customer care to have the expiration date fixed and the agent insisted that it was correct and I insisted that it was not wrong because I had just used the card that day to make 3 other transactions. I asked to have my issue investigated by the IT department. I did receive an email reply that stated that I needed to contact ********, the billing service used by ************ to process payments. Why wasnt I told to do this when I talked to the ************ agent or that they couldnt do this inquiry for their customer.On 1/15/2025 I called ************************* at ************ and spoke with **** ****** about my payment issue. She was very understanding and said she would submit a ticket to the accounting department and I should receive an email reply or phone call within 2 business days.On 1/17/2025 I received an email from ************************************** stating that the ********************* on our end is showing an expired card! I wrote back saying that I had just made 3 transactions using the card today so please investigate further. She was going to submit a ticket for further **************** of today, I have had no further response from ******* who is a Customer Support Lead, *** I have spent hours trying to resolve this issue and am turning to you for help. My ************ account # is ************ and my **** account ends in 7065 exp 11/26.

  Customer Answer

  Date: 01/30/2025

  My issue has been resolved between the bank and the processing company ********.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair 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.

  12/11/24 Try talking to some one over there for federal and state payments. You cannot talk to anyone. Being in the business of ********* I understand customer interactions and I am pretty good about pushing people into automated systems. I am locked out of my account and it says to call in but you cannot talk to anyone. Then you try and email and its also automated responses. This non customer contact is so smart it is actually ******** haha. I am shocked the feds and states are using their service with the concept that you cannot talk to anyone for customer service at **************************. Its a service you really cannot say anything good about. Would be willing to talk to and media coverage that wants a story on this.This is a business core problem and in order to resolve business policy and procedures will need to be changed. Will also require a financial investment and time from the company but after that experience it is required, until then this won't be resolved BBB.

  

  Business Response

  Date: 12/23/2024

  ****************** has located the email that you sent. Our team was in the process of researching it and were able to determine that your online account is registered with your email, ********************** We have sent you a password reset link to that email address so that you can reset your password and sign in to make your payment. We do see where you called in 3 different times but were disconnected before you could reach an agent each time. We are currently working on updating our system to provide better contact information when you have challenges signing into our system. 
  

• Initial Complaint

  Date:11/17/2024

  Type:Billing 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.

  5/10/24 - ***** debit card stolen, fraudster called ***** 800 number and transferred $4000 from our savings account to our checking account (I've NEVER done a phone transfer in the over 20 years I've had any ***** ******** transfered four different amounts $654.75, $654.75, $654.45 and $1924.95 to a digital wallet, used ACI to make four payments of $654.75, $654.75, $654.45 and $1924.95 also charged $120.12 on ***** Club for a membership. ********** refunded our money, and it fell off our checking account. On our bank statement all four transactions say *******************. We contacted ***** and told them all four charges were fraud and they termporarily gave us a credit for all four amounts. We then contacted them for a follow up on over 10 occasions. They repeatedly told us they said they received information from *** that led them (*****) to the determination it was NOT fraud. ***** said *** said I had used *** in the past so those fraudulent charges were valid. The only time I used *** was to make a utility payment, and that utility gave me no choice but to use *** as the payment processor. Besides, just because I used them before doesn't mean this was a valid chare. This is not a valid reason. ***** instructed us to call ***. THIS IS A JOKE!!!! They have no "customer service" phone number. Any and all phone numbers/emails they give you are all routed to their "payment center." Sometimes they route you to another payment center for random government payments in all different states. I was informed there was no way they could look up the charges, there was no one to contact to investigate further and that we were to contact ***** to file a fraud claim. We told them we did that and they said there was nothing else they could do. This is OUTRAGEOUS! How can they not have anywhere you can contact someone for any issues like this? How can they re-route you and re-route you and re-route you until you get so frustrated you give up???? I WANT MY MONEY BACK IMMEDIATELY!

  

  Business Response

  Date: 11/27/2024

  ****************** (****), a wholly owned subsidiary of ACI Worldwide Corp., is a third-party bill payment service provider to financial institutions and ****** entities which themselves own or control the account-level relationship with the individuals paying the bill. In researching these transactions, ****************** can confirm that we did not issue any denial letters, as we found no evidence of chargebacks initiated by your bank,**********.  Additionally, we have not found any evidence of a denial letter from ***************.  
  
  We are working with our contacts at *************** to research your fraud claim and will provide updates through this complaint.  While this is being investigated, we advise you to reopen your fraud case with ********** to inform them that we show no record of a denial letter and emphasize the fraud reasons listed in your original complaint statement.
  

  

  Business Response

  Date: 12/09/2024

  ****************** has reached out to *************** and were informed that this was the first time they were being notified of these fraudulent transactions. After speaking with our contact, they advised that the best way to work to get the funds back is for your bank to initiate chargebacks on these 4 transactions.  

  

  Business Response

  Date: 12/09/2024

  ****************** has reached out to *************** and were informed that this was the first time they were being notified of these fraudulent transactions. After speaking with our contact, they advised that the best way to work to get the funds back is for your bank to initiate chargebacks on these 4 transactions. 
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22568420
  
  I am rejecting this response because: I have COUNTLESS letters from ********** stating they were denying this claim based on the response from ***. They REFUSE to provide me with any denial letter from *** because it was generated by ACI and not generated by **********. I cannot open another fraud case with ***** because they'e already done an initial complaint and a reassertion complaint. I have absolutely no recourse in this other than for *** to continue to investigate until they provide proof of the chargebacks being filed by ***** with *** and the denial letter provided by *** to ****** I am absolutely livid that a huge company like *** can try and make excuses for lack of investigation on their part. I am SOOOO tired of this it's been going on since May 2024.  I want my $4000 refunded to me immediately!!!!!
  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 12/31/2024

  Hi there,
  

  Can someone tell me what else you need from us on this? We last responded on 12/9/2024 and I don't see where the consumer came back to our response. I see that this one is open and waiting on a response from us, but I'm not sure what we're supposed to be responding to. Any information you can provide would be greatly appreciated.

  Thanks
  ******

  

  Business Response

  Date: 01/03/2025

  ****************** has reached out to *************** and were informed that this was the first time they were being notified of these fraudulent transactions. After speaking with our contact, they advised that the best way to work to get the funds back is for your bank to initiate chargebacks on these 4 transactions.  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22568420
  
  I am rejecting this response because: ********** filed the chargebacks to *** - NOT ***************. I was informed by ***** the response they got was from *** - NOT ***************. I have no control over who the chargeback is submitted to. *** completely skirted that issue and didn't even say they had received the chargeback themselves. They turned it on *************** and said THEY hadn't received the chargeback and that we should file those chargebacks with **************** Some person swiped my debit card, transferred money from my savings account to my checking account via phone transfer (I've had this account with ***** for over 20 years and I've never made a phone transfer) then transferred the card to a digital wallet. ***** even flagged these charges as fraud!!! I want a full refund of the four fraudulent charges on my debit card: $1924.95, $654.75, $654.75 and $654.45 which all together total $3888.90. This is ridiculous and has gone on far to long - all the way back to when the fraud occurred in May 2024!
  

  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:10/28/2024

  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.

  I have set up auto payment several times and it apparently never works. Now i have overdue payments and am trying to pay them on ******** but my account is locked. I have talked to your help people on the phone. I asked for a manager because nothing was being fixed and the person hung up on me. I still do not have access to my account to pay my water bill and my water is being threatened to be turned off. I will be filing a lawsuit if this is not fixed ASAP.

  

  Business Response

  Date: 10/29/2024

  ****************** (****),a wholly owned subsidiary of ACI Worldwide Corp., is a third-party bill payment service provider to financial institutions and ****** entities which themselves own or control the account-level relationship with the individuals paying the bill. Would you be able to provide us with the name of the entity that you were paying using our services? This will help us to understand what account your locked out of and determine the best way to address this issue. 

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I made a payment to the third party company my vehicle payment as I was authorized to do so from my original car company because I filed bankruptcy. I called and made the payment on Friday October ******* that same evening another payment from my car company was taken out of my checking account. I now dont have any funds in my account and I called the third party to request a refund back and they told me they have to hold it for ***************************************** because I have no money to get my daily necessities. Such as gas and food. I sent the third party an email of my account to show that two payments were made and that the original payment was received so I no longer needed to pay them.

  

  Business Response

  Date: 10/31/2024

  ****************** (****), a wholly owned subsidiary of ACI Worldwide Corp., is a third-party bill payment service provider to financial institutions and ****** entities which themselves own or control the account-level relationship with the individuals paying the bill. ****************** researched these transactions and determined that Ms.***** called into our call center to make a payment to Ally. At that point, our call center agent transferred Ms. ***** to ***** collection company so that they could assist her in completing her payment. ****************** reviewed our phone logs and emails and cant locate where Ms. ***** reached out to us to request a refund. ****************** is not in possession of any funds to be refunded. ****************** advises Ms. ***** to reach out to ************** directly and work with them in order to secure her refund.  

  Customer Answer

  Date: 10/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Fails

• Initial Complaint

  Date:09/27/2024

  Type:Billing 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.

  I made a payment with *************** Acceptance in the amount of $1005.95 on August 30th. About two weeks later the payment was flagged for fraud by my bank ******* and I immediately contacted my bank and authorized the payment to go through. I contacted ************************** and they stated that they could not locate the payment. I reconnected with my bank and was told that the funds were distributed back to ************************** through a reversed charge back through speedpay. It is now 10 days later and the ************************** is still stating that they have not received any payments back. My bank alerted me that the repayment was sent back on September 14th (a day after I called them). An American Credit Acceptance supervisor told me to contact ******** to see where the funds were. Before doing so, I contacted my bank and was provided with a trace payment number, in which American Credit Acceptance had refused. So I finally got in connection with Speedpay(ACI) and never heard anything back from them. My car is about to be sold if this is handled in a timely fashion.

  

  Business Response

  Date: 10/11/2024

  ACI Payments, Inc. has researched this issue. We received the chargeback request on 9/12/2024 for $1005.95. As of today, we have not seen a chargeback reversal or cancellation from your bank, and ACI Payments, Inc. has not received a credit for the chargeback reversal debited from your account on 9/23/2024.  We advise you to contact your bank and request a trace of the funds. If the trace shows that ACI Payments, Inc. received the funds, please provide that information so we can further assist in locating your funds.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22350535
  
  I am rejecting this response because

  i just contacted ACA on Monday and a representative spoke to the bank in which they provided a confirmation number and told her exactly when the funds had been returned. My phone call was being recorded during that time. So there is actual proof of American Credit Acceptance being alerted that the funds had already been returned. Not to mention I gave the payment trace number to a manager and was advised to contact the third part biller(Speedpay) to see if they had the funding. I gave the payment trace number to management on September 30th and October 1. Funds were sent to ACA on the 14th of September per the bank. The payment trace/confirmation number given to me was “ ARN:: 2-444500-4243-300059374204-8.

  
  Sincerely,
  
  Tahyaha Wilson

  

  Business Response

  Date: 10/17/2024

  ACI Payments, Inc. received your trace number and used that to research this further. ACI Payments, Inc. determined that the funds were still with our card processor. Upon further research, it was determined that when your bank reversed the chargeback and sent the funds back, they did not supply enough information with the funds for our card processor to know where to apply them. The funds are now being sent back to ACA so that they can apply them to your account. 

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22350535, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tahyaha Wilson

  Customer Answer

  Date: 11/04/2024

   
  Complaint: ********
  
  I called the company 10/19/2024 to get a refund for the $500 I paid on October 2 because I technically didnt have to pay that amount due to the funding already being sent back from the bank. I was told by management that it would take 10 business days from 10/19/24 for the refund request to be processed. So I called on 11/01/2024 to get an update and was told that the refund was approved but now I must wait an additional 10 business days for *************** Acceptance to send my funds back to the bank. This information was not told to me by the manager who created the request. I even asked her what steps come after the refund request and waiting a total amount of 20 business days was not included in what she told me. I am not understanding why it would take a total of 20 BUSINESS DAYS for a refund when ACI payments are the ones who dropped the ball with this whole situation from the start by not giving those funds back to American Credit Acceptance on September 14th.
  
  Sincerely,
  
  Tahyaha ******

  

  Business Response

  Date: 11/05/2024

  ****************** sees that the funds were sent to American Credit Acceptance on 10/12/2024. We advise Ms. ****** to follow up with American Credit as to where her funds are, if they haven't posted to her account as of yet. 

• Initial Complaint

  Date:07/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  1. 6/28/2024 2. $85 was paid to this business.3. The business is contracted by ****************** of revenue motor vehicle division to handle online payments for insurance penalties. On 6/28/ 2024 I utilized this company online to pay fines for vehicle registration. Case#******** Account ID: ***********. 4. The payment was submitted online and immediately after submission there was a payment declined message. I immediately log into my bank account and saw that the payment of $85 had been debited from my account and a payment $1.86 sent had declined. I drove over to the Cobb County Tax commissioner's office *************** ********************************* to do an inquiry and was informed they did not receive payment. I then called the help desk at ************ and was told that a company called Envisions handled all online payments. I called Envisions at 877-290-5460and spoke with a manger named *******. She informed me that her company only handles return checks for the ****************** of ****************** of ***** Vehicles. ******* then gave me the number to ACI, *** ************. I called ACI, *** and was informed they had no record of my payment. I have a transaction number date and time that this item was debited from my account in the amount of $85 dollars. I am requesting a full refund of my $85 returned to my original method of payment.

  

  Business Response

  Date: 07/08/2024

  ACI ********* **** researched this payment in our system and was unable to locate it. ACI ********* ****determined that the last payment processed for web tag renewals for *********** was in May of 2023 and this payment was not made until June of 2024. ACI ********* **** reviewed the payment screenshots that were provided by ******************* and are unable to identify who processed this payment. ACI ************* reached out to ******************** to inform her that we no longer process payments for ***********. ACI ********* **** advises ******************** to contact the help desk for Cobb County and request that they assist in locating this payment. ******************** should provide all the details she provided ACI ************* in order to have them assist her with this research. 

  Customer Answer

  Date: 07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  The disputed amount was credited back to me account after an account manager from ACI reached out to me by telephone. She said ACI no longer handled these payments and if the service fee was rejected that the payment would return to the account, which it did!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I paid my son's federal tax bill via this 3rd party provider. The *** website listed them as one of several 3rd party providers, and I liked the fact that I did not have to enter a social security number on the website. I paid ACI via Venmo and they were supposed to pay the ***. The *** never got the money. ACI has no human-staffed customer service line. I have emailed them twice and sent a letter via US mail and still have had no response. I have proof that they got my money, as there is a Venmo tracking number and a tracking number from my checking account. The *** unfortunately does not accept those tracking numbers. below is the confirmation # that ACI gave me.

  

  Business Response

  Date: 07/08/2024

  ACI ********* **** found that the payment from **************** was successfully processed through our system on April 3, 2024. ACI ************* did provide **************** with the *** number associated with her transaction, which is the unique identifier the *** needs to locate the transaction. **************** was advised to contact the *** and provide them with the *** number so that they could locate her payment and work with her to apply it correctly. 

  Customer Answer

  Date: 07/25/2024

  I agree that the complaint is now resolved. I did get a call from someone at ACI and she gave me the tracking number for my payment (I submitted this number to the **** and am still waiting a month later to get confirmation from them that they have the payment, so that's another story)

  My concerns are:

  1) I had sent two emails to ACI asking for help to resolve this problem, and the woman who called me said that my email had ended up in some sort of 'junk' folder so they were completely unaware of my complaint. I feel that they need to look into why this happened so that it doesn't happen to other customers.

  2) consumers have no means of reaching a human being at ACI. The only phone number that is listed for ACI has NO option for speaking with an operator. I had to file this complaint with BBB in order to get a response from ACI.

  Thank you for your assistance in resolving this complaint.