ComplaintsforWorldpay

• Initial Complaint

  09/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is the credit card company that my company was dealing with. As you can see by the file that I uploaded they took out 29% of my credit card deposits. I was told that they only take out what Elite Merchants Services instructs them to take out. So I sent Elite Merchants Services a registered letter that they refused to accept. I have called Elite numerous times. Nothing seems to be working for me to get my money back. As 29% is not the correct credit card amount that should be taken out. The industry standards is 3.5 %, which is what they were taking out.

  Business response

  10/05/2023

  Hello,
  
  Thank you for reaching out to us so we can review and address your concerns. I apologize for any inconvenience you may have experienced. ****** ********* sent a letter to the Legal department at Worldpay from FIS on 9/20/2023. I have attached a copy of the letter we received. This account did not renew and upon receiving the account closure request in writing, this account was closed on 9/27/2023 with no Early Termination Fee. ****** ********* with A-to-Z Plumbing and Heating opened this account with an Independent Sales Organization called Elite Merchant Services. After our Legal department received the attached letter, Elite Merchant Services was advised to contact the Merchant to discuss their concerns. All fees assessed are legitimate for processing and no refunds will be provided as the Merchant processed until 8/16/2023. Worldpay from FIS bills in arrears and I have attached copies of the Merchants monthly billing statements to show processing and billing occurred. Pricing is not a standard fee as every transaction conducted is different based upon a Merchant entering in all required information for a transaction, if the card is swiped or manually entered, rewards offered on a consumer’s credit card as the rewards associated to a consumer’s credit card are paid by Merchants, not the card issuing bank. 
  
  Worldpay from FIS did not agree to provide any refunds due to legitimacy of the charges per attached. If ***** of Elite Merchant Services discussed providing any refunds, the Merchant would need to speak to Elite Merchant Services.  
  
  Thank you,
   
  *** *******
  Client Relations Account Manager I
  Worldpay for Business
   
  E: *************************************
  FIS | Advancing the way the world pays, banks and invests™ 
  
  

  Customer response

  10/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The month that the money was taken was July 2023. The total that went into our account from Worldpay was $6,365.84. The total that was taken out of my account from Worldpay was $ 1,823.01. Which is a rate of 29%. I don't think 29% is what should come out of any credit card transaction. That is way too high. 

  Regards,

  ****** *********

  Business response

  10/11/2023

  Good Afternoon,
  
  I hope to provide a breakdown from our review. I hope this can better explain the processing month and billing month do not happen the same month. The billing/debit will occur at the close of the month, usually within 5-10 days after the close of the month.
  
  The month of June, 2023 the merchant account:
  Processed $31,737.40
                  $19,048.82 – Visa
                  $912.45 – MasterCard
                  $11,776.13 – Amex
  Settled and deposited $31,737.40 to bank account ending in ***.
  06/30/2023        $378.02
  06/29/2023        $1,489.25
  06/22/2023        $2,305.04
  06/21/2023        $3,149.06
  06/20/2023        $362.81
  06/13/2023        $551.00
  06/10/2023        $3,280.90
  06/08/2023        $11,275.11
  06/07/2023        $771.24
  06/06/2023        $3,267.25
  06/03/2023        $4,623.12
  06/01/2023        $284.60
  Debit of $1,823.01 was the processing and billing for the month of June and debited in July, 2023.
                  $805.93 – Interchange Fees
                  $323.35 – Card Brand Processing Fees
                  $47.29 – Card Brand Assessments
                  $646.44 – Other fees (please see June statement for further breakdown)
  
  The month of July, the merchant processed and settled $5,987.82. The processing and billing fees for July, was $403.41. This was for activity in July and was debited in August, after the close of the month.
  
  Any further concern on billing or refunds needs to be directed to Elite Merchant Services. They are responsible for rates/billing for your account. Based on our review, all fees and billing is correct.
  
  Thank you for your time.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company is a fraud, they took money out of my account without any knowledge and I had to block them access. they continue to sen me outstanding bills. I called them to let them know to show me a contract that I signed that gave them permission to take money out of my account. the rep could not do that and told me that the lawyers would continue sending me letters until I paid. News Flash, you are not the only company with lawyers. This is company is a fraud.

  Business response

  09/19/2023

  Good Afternoon *********,
  
  Thank you for reaching out to the Better Business Bureau regarding your processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. I was able to verify that your account is managed by a third party. I have forwarded your informtion to the team that can assist.
  
  Please stand by and someone should be reaching out to you directly to assist. I will be standing by vie the BBB portal as well until I know that you are getting assistance.
  
  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  3/25/23 $12,714.00 Worldpay is a third party credit card processor who was utilized in issuing my federal tax payment to the IRS via Turbotax. I was not aware at the time there was a Credit Card processing fee associated, so I disputed the $316.58 fee with Chase and was credited. Although I disputed the CC processing fee, Worldpay still took my $12,714 payment and withheld it from the IRS and additionally did not credit back my card. Chase Bank has a 100 day rule for claims, so I am unable to file a fraud claim. I just found out last week the balance was owed because of a notice letter received from US Treasury, otherwise I would have not known. I spoke to 3 companies: Chase Bank, Turbo Tax and IRS -- all 3 advised to call Worldpay and let them know to backdate and release payment because they have the funds. Dispute: I can not get in contact with a Live person to help release the payment to IRS, therefore my balance due is accumulating interest and penalty. I was on the phone from 7am to 7pm central time today until was kicked off the line. There is and currently is no resolution unless there is another way to reach Worldpay. I plan to continue calling everyday from 7-7pm, and by end of month if no one answers I will deem the company fraudulent and get legal advice.

  Business response

  08/23/2023

  Good Morning,
  
  Thank you for reaching out to the Better Business Bureau. We apologize for any inconvenience you have experienced. Unfortunately, I must advise that we act as a payment service provider which means we don’t hold any information about the goods or services you’ve paid for. If you need more information about your order, or want to request a refund, you will need to contact the Merchant to whom you made payment, and they should be able to help you. Their contact details should be listed on their website, or on the email confirmation you received after your payment.
  
  If you think your card has been used without your permission, or funds taken from your account without permission, please contact your card issuer directly for further advice. We’re not able to refund the order for you however your card issuer should be aware of the options available to reclaim your funds. 
  
  Moving forward if there is any input required from Worldpay from FIS and you’re in regular contact with the Merchant, to whom you’ve made payment, please have them contact us on your behalf so we’re able to complete the necessary security processes. 
  
  Please note we are not affiliated with Global Pay.
  
  Kind regards, 

  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

  Customer response

  08/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The IRS advised the funds were received the reversed out by the merchant (you) I assuming at the time I disputed the merchant fee. Please note I have confirmed that the merchant (you) have my funds by calling your automated service using my SSN and tax amount. My payment confirmation is *******. I do not agree with your statement that you do not have my funds. I believe now after more research I should be filing my BBB dispute with Catalis, a division of VPS. I believe Worldpay is in partnership with VPS however it appears you only handle the Client side and not US Citizen Tax Payer side. Note I can not retreieve an EFT number because my situation is unique, unlike all the other Americans whose payments did not get thru to IRS. My situation is unique in that I cancelled a service fee owed to the merchant, therefore the tax payment service should have been cancelled altogether and my tax payment should have been reversed. I understand it would have not been remitted to IRS since I am essentially cancelling your service of remitting funds to the IRS. With that being said, Worldpay, VPS, should not hold my tax payment. It should be credited back or released to IRS if I am given the opportunity to repay the tax service fee. The issue is there is no live operator to work this out with. Again, my situation is unique. Please reread the full description of my complain and I kindly await your comments. Also please note Worldpay's customer service inbox is currently full and no longer taking calls or messages. 

  Regards,

  ******* *****

  Business response

  08/24/2023

  Good Afternoon,

  
  I am sorry there still seems to be confusion. We, Worldpay for Business from FIS are not a Merchant. We service Merchants. We are a Merchant processor, meaning Merchants hire us to assist them to process their credit card transactions safely and securely. We do not reverse transactions unless this is specifically requested by a Merchant who would have to call in, pass security verification, provide the credit card informtion and a reason for the reversal. In most cases Merchants can reverse transactions on their side through the point-of-sale system and do not require our help to do reversals.

  
  “The Merchant” you would be referring to in this case would be the company you used to file your taxes. This is who you need to work with to seek resolution. Please note that most tax filing services do charge fees for filing through their service. This is a fee paid to them for using their platform for processing your return. This is how they get paid. If you charged back their service fees, it makes sense they would take back the service provided. In any case you would need to reach out to the Merchant with whom you filed to find out why they requested a reversal, if that is indeed what occurred and work with them to take additional action.

  
  Once again just to make sure you are understanding, we, Worldpay for Business from FIS are solely the processor for the Merchant you used to file. We do not take fees from card holders; we do not receive any money from card holders at all.  We get paid from our Merchants for their credit card processing monthly.

  
  I hope this is clearer. Although I understand your frustration, and sympathize, unfortunately we cannot offer any further assistance in this matter. We sincerely wish you the best of luck, please reach out to the Merchant with whom you filed your taxes for continued support.

  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  worldpay integrated systems charged me $30/month for an entire year after I canceled them, and they had even received a certified letter canceling them, then proceeded to tell me that I had to pay them $495 to cancel the service NOW because I haven't used them in the past month. NO KIDDING - I'VE CANCELED YOU.

  Business response

  07/28/2023

  Good Afternoon *****,

  Thank you for reaching out to the Better Business Bureau regarding your former processing account with WorldPay for Business from FIS. Please accept our apology for any inconvenience you have experienced. I show the account was successfully closed July 24,2023, after receiving your signed account close request on July 22.  I do not see any record of previous contact requesting account closure.
  
  In your complaint you said that you had been charged an entire year after you canceled your account and stated that you sent a certified letter to close the account. Unfortunately, I do not show any record of this on our side. As per the terms and conditions a 90-day notice is required prior to the end of your term to avoid the early termination fee and liquidated damages. If you can please send me a copy of the certified letter you sent to us requesting closure signed and dated by you prior to July 2023, and the tracking information this will be very helpful in my investigation of your complaint.
  
  Any additional information you can provide showing you made contact to close the account prior to July 2323 would beneficial. I will be standing by and will look forward to hearing back from you.

   

  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a collection letter from their collections department citing a balance owed of nearly $1000. No bills were sent out, and when I called to find out what the balance was due from the representative said she it was for a merchant ID that has not been used since 2019. We sold our business in December 2022. It looks like they opened another merchant ID and have been charging us fees for 3 years. We asked for details of the lines and proof of contracts but the representative could not answer our questions or provide the contract. She did not have access to those records. I had to be transferred and it's been a week with no response. The email address on the collections letter is invalid and my email is returned to me.

  Business response

  07/10/2023

  Good Afternoon ********
  
  Thank you for reaching out to the Better Business Bureau. We apologize for any inconvenience you have experienced. Unfortunately, as I was able to confirm that your name is not listed on the account in question, I can only provide a very limited amount of informtion. What I can say is that I have researched into the situation, and I can assure you that I have promptly taken the necessary action that is in the best interests of the Owner listed on the account to ensure a positive resolution for him in this situation. 
  
  Thank you for bringing this to our attention so that we could assist. 

  Thank you,
  
  ****** *******
  ****** ********* ******* ******* I
  ******** *** ********
  
  *** | Advancing the way the world pays, banks and invests™ 
  

  Customer response

  07/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The owner did call on 6/28 and 6/29. Spoke with ******** who said these were billing fees. She advised the last transaction on the account was 7/19/2019. He asked her why there was a 3rd account opened and asked for the contract showing he authorized the 3rd account to be opened. She sent it to the Resolution dept and he has not heard back. 
  We are trying to understand why we are incurring fees in 2023 for an account that has not been used since 2019. As well as why Worldpay opened a third account. 

  Regards,

  ******* *****

  Business response

  07/13/2023

  Good Morning ********

  
  As I said previously, unfortunately I cannot discuss the details of this account with you. Although new action has been taken to assist since the owner last called, he will need to call in to talk to Collections so they can confirm that action with him directly.

  
  If the Owner is requesting a reimbursement, he will have to call in on his own to do so as well. As the account in question was previously in use, it will be in his benefit for him to provide the documentation showing that he requested for the account to be closed. As discussed previously, because you are not authorized on this account, I am not able to provide you with any further informtion regarding this matter. Thank for your understanding and have a wonderful rest of the day.

   

  Thank you,
  
  ****** *******
  ****** Relations ******* ******* I
  ******** *** ********
  
  
  T:  **************
  E:  ****************************
  *** * Advancing the way the world pays, banks and invests™ 
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stopped receiving my credit card deposits on May 18th, 2023. I had a tax lien for $350. Here is it July 6th, 2023 and I have found out that WorldPay attached someone else's businesses liens totaling over $250k to my account. I have spoken to well over 30 people in 4 different departments in the last 4 weeks and am just getting the run around. I emailed the lien department, still no response. Case # ******** I have been told that my business partner defaulted on a merchant cash advance. I DO NOT, NOR HAVE I EVER HAD A BUSINESS PARTNER. I have been told that I needed to contact 2 different attorneys for collections. Called them numerous times, they have never heard of me, my business and have nothing on file. I've been told to call the Fraud/Risk Department, that there are "tons of red flags" on my account for fraud. Called them, they don't see anything, but can't help me due to my supposed business partner??? I have been charged over $1000 in over draft fees due to this. And now I can't accept credit cards! AGAIN, I'M DEMANDING A CALL BACK! ***** **** LLC

  Business response

  07/07/2023

  Good Afternoon ****,
  
  Thank you for reaching out to the Better Business Bureau (BBB) regarding your former processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. Once a merchant has filed a complaint through the BBB all correspondence moving forward must go through the BBB portal, for tracking purposes. If you can please provide the Federal Tax ID and Merchant ID number(s) for the account(s) in question. I will be happy to research into this to see how I can best assist you.
  
  I will be standing by and will look forward to assisting you, have a wonderful day.

  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

  Customer response

  07/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: information has been requested.

  MY FEIN **********

  I was never given my merchant Account number from ***** when I signed up with them in 2020

  Regards,

  **** ********

  Business response

  07/12/2023

  Good Morning,
  
  Thank you for providing the EIN. I have identified that your account this EIN is related to is a ******/***** account that is managed by the third party ******. I engaged ****** and forwarded all the informtion in your complaint. I am waiting to hear back from them. Thank you for your patience please continue to stand by.
  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our account was closed in January 2022 and from that date until current we are still having money taken from our checking account. I called and spoke to 3 reps and the last one assured me we will be refunded (which we have not yet) and second all the accounts were closed (which they are not if we are still being charged again in June) These are the two case numbers associated with the phone calls: Account closure (of all accounts) #********* Refund for 1/22- present #********* I called today and the call center representatives all say the account is closed. I asked for a supervisor like my previous call and its the transfer and get put on hold game. I want confirmation all accounts have been closed, all EFT connections with our business checking account to be removed and canceled and our refund processed.

  Business response

  06/15/2023

  Good Afternoon,
  
  I hope you are well. Thank you for reaching out to the Better Business Bureau regarding this processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. Please understand that as you are not the owner listed on the account, I am limited on what I can share.
  
  That said, I can confirm that a third party manages this account. I have forwarded the informtion on to the team that works with that third party, and I have asked for them to assist. They do understand that this is an escalation from the Better Business Bureau and will take the necessary steps accordingly.
  
  Please stand by as someone should be reaching out to the owner to assist. Thank you for your patience, and I hope you have a wonderful rest of your day.

  Thank you,
  
  ****** *******
  ****** ********* ******* ******* I
  Global Client Solutions and Assurance
  FIS | Advancing the way the world pays, banks and invests™ 
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Have store card to local restaurant. Tried using merchant couldn’t read. Contacted nothing. Reported card stolen. Told replacement via email in 24 hours. No replacement. Today told password incorrect. Same password used each attempt. Website offers change password. Still waiting link to change pw. WP acquired2019 by FIS. Take your $’s don’t provide product. That is fraud. As I said above I am tired Website in need of many things. Company integrity. Well insulated from those purchasers. holding my $’s hostage. $50 in purchased card, (generic) and $50 for my time.

  Business response

  06/13/2023

  Good Afternoon 

  Thank you for reaching out to the BBB regarding your Store Card account. We apologize for nay inconvenience you have experienced. I was able to access the Card Manager (www.storecard.com) using the informtion you provided and request a password reset for you. Please see the attached image showing a passwords reset has been sent to the email you provided. 

  Once you log in to the portal you should be able to request a new card. I hope this is helpful. If you are still having trouble once you get the password reset please feel free to let me know and I will see if there is anything else can do to help. Best of luck, I will be standing by to support if needed. 

   

  Thank you,
  
  ****** ******* ****** ********* ******* ******* * ****** ****** ********* *** ********* *** * ********* *** *** *** ***** ***** ***** *** ******** 
  

  Business response

  06/22/2023

  Good Afternoon,

  Good morning, sorry for any confusion. Once again, Worldpay from FIS is Merchant facing. As I shared previously, the Merchant can key in the gift card number at the point of sale if the magstripe is not working. Keying in the gift card number will allow you to use your gift card balance for any future purchases at the Merchant location.
  
  If for any reason the Merchant is not sure how to do what needs to be done, you are welcome to ask them to call us. The Merchant will need to contact Merchant Support and complete the necessary security protocol. The Support Team can then walk them through what they are needing help with.

  
  Worldpay from FIS does not get money for gift card purchases, the money is paid to the Merchant directly at the time of the gift card sale. Unfortunately, you will need to work with the Merchant from who you purchased the card, as there is no other assistance we can offer. Thank you for your understanding. Have wonderful rest of the week.
  
  Thank you,
  ****** ******* ****** ********* ******* ******* *
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 

  
  

  Customer response

  06/23/2023

   

  Apparently I have no choice to accept the 'resolution' from Worldpay.  I think it is grievously wrong and definitely not customer friendly.  Unclear as to why they offer replacement card if one is lost and they will not provide me with one.  How is that good business practice.  It is not costing them money and the money is there as they have told us on more than one occasion.  In essence they are hold my money hostage.  This will not be resolved at this level.  The merchant is not technically saavy.  If they could not process it the first time, they will not be able to process it in the future.  I will ensure my family and others I know not to purchase gift card that are allegedly backed by this company.  Because they are not.  This has been a frustrating and unrewarding experience.  We will see where it goes from here.
  

   

• Initial Complaint

  06/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It starts with a chargeback from a client committing fraud for ***. Wordpay was cooperative while we disputed the charge, but trying to collect at same time. They withheld our account receivables during this time. Once dispute was found in our favor, FIS Worldpays Risk department says we have $**** credit, but have to wait 180 days to receive it. That is not the reason we are filing a complaint, although it is one. The actually complaint is their collects department still calls and emails that we owe them the money, when our documentation shows we don’t. When I ask for a case number, or try to correct them, they either tell us to contact risk dept, or hang up. Risk dept doesn’t understand why they are still collecting. Worldpay has an internal communications malfunction. Then And, again I get an email that I am not responding to debt of *****. If this harassment of not debt owed, and our credit delay continues, I will start billing them for my time. They don’t have extensions, or a way to reach the specific person who called. This needs to stop, or legal action will be pursued, according to Linn County, Oregon state law.

  Business response

  06/13/2023

  Good Morning Michael,
  
  Thank you for reaching out to the Better Business Bureau regarding your processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. I have forwarded your information to the Collections Team for review and will get back as soon as I have more information.

   

  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Global Client Solutions and Assurance
  FIS | Advancing the way the world pays, banks and invests™ 
  

  Customer response

  06/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20163060

  I am rejecting this response because:

  It is incomplete at this time, I don't want there to be confusing that it is ongoing still. Maybe a 3rd option to just add comment would help the consumer.

  ******* *********

  Business response

  06/15/2023

  Good Afternoon,

  I hope you are well. I apologize for any inconvenience you have experienced due to confusion regarding your chargebacks, and the balance that is currently due in Collections. I have confirmed that due to an interruption in the chargeback process caused by stopped payments from your bank from chargebacks filed on ******** card ending **** back in May and July 2022, your account is in the rears.
  
  Please note when a chargeback occurs, a ********* account is debited for the chargeback. If the dispute is won and the Issuer accepts liability, the funds are then credited back to the ********* account at the end of the dispute ruling. When WorldPay from FIS attempted to debit the ******** *** account for these chargebacks as is the proper protocol, the ACH’s were declined due to STOP Payment. This interference in the chargeback process is what has let to the issues you are now experiencing.
  
  **** ******* ********** ********** R** * ******* ******* ********* **********       -$********* ******       *************
  ACH rejects for the chargebacks caused by STOP PAYMENT were sent to Collections ** *********.
  
  STOP PAYMENT caused you to be credited twice for each of the two transactions that were processed:
  **You were funded once when the original batch was settled.
  **Funded a second time when the dispute was won.
  
  The Collections team is trying to help you to bring this overage back into balance:
  **Deposits merchant received = ******** ***** ******* ************ ***********)
  
  GT total of Charge Backs= *********** ********** *******0 on card ending **** details below) The Merchant has been paid twice for the following transactions:

  **Merchant was credited twice original transaction ******** settled 05/22/2022 card ending **** funded once on 05/22/2022 & a second time 3/02/2023 when dispute was won ****** * ** ** ********
  
  **Merchant was credited twice original transaction ******* ******* 07/17/2022 card ending **** funded once on 07/17/2022 & a second time 3/02/2023 when dispute was won (***** * **** ******
  
  Below is timeline to help you better understand what has occurred and what needs to happen to bring your account ************* into good standing:
  
  First Original Transaction for ******** settled 05/22/2022 card ending ****:
  ********** *5/******* ******** **************** **** ******** ****** * – ADDRESS MATCHES BUT ZIP DOES NOT 000000001 *************               HERO RESTORATION 01 - KEY ENTERED (see attached record of transaction and batch settlement)
  
  Deposit made into your DDA account ending 946 on 07/17/2022:
  05/22/2022 ****** ********* ********* **********  ****** * ************* *************** EXT (see attached deposit details)
  
  
  Second Original transition for ******** settled 07/17/2022 card ending ****:
  07/17/2022 07/16/2022 03:36:00 601100xxxxxx5469 4487 ******** 01688R A - ADDRESS MATCHES BUT ZIP DOES NOT 000000001 ************* HERO RESTORATION01 - KEY ENTERED (see attached record of transaction and batch settlement)
  
  Deposit made into your DDA account ending 946 on 07/17/2022:
  07/17/2022 ****** ********* ********* **********  ****** * ************* *************** EXT (see attached deposit details)
  
  On 03/02/2023 the Chargeback was won in favor of the Merchant Issuer Accepts liability. The Merchant received deposits for these transactions a second time on March 2,2023 (Chargeback won Issuer accepts liability see attached) Deposits made to DDA ending 946:

  03/02/2023 ********* ********* **********  ****** * ************* 1************** EXT
  03/02/2023 $******** ********* **********  ****** * *************   1************** EXT

  Please note that the system that deals with chargebacks does not communicate with the part of the system that processes collections. The Issuer had no way of knowing that the Merchant’s account was never debited when the chargebacks were initially filed due to the merchant asking the bank to “STOP PAYMENT”.

  The issuer assumed that the ********* account had been debited for the chargebacks and so they thought that they were giving money back to the merchant that they was debited during the chargeback process, when in fact the money had never been taken (due to STOP PAYMENT).
  This has led to overpayment because these transactions were originally funded in May and July, and now were funded a second time on March 2,2023 when the merchant received a credit for **********.
  
  Status and steps needed:
  **Original balance that was due in Collections from the STOP PAYMENT was a GT = **********
  **Merchant had a risk hold in the amount ******** that has been applied to this balance.
  **The new amount due after the ******** credit from the risk hold is $********

  I hope this has ben helpful, please continue to work with the Collections team to set up a payment plan to bring your account into good standing. They are standing by and are happy to help. Hope you have a wonderful day.

  
  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Global Client Solutions and Assurance
  FIS | Advancing the way the world pays, banks and invests™ 
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is again *********, sponsored by WorldPay, powered by Value Payment System, LLC.On 4/9/23 while using TaxAct to file my Federal taxes, the link to make the payment was with *********. I made the payment of $1314.00 but the transaction kept giving me an error, so I backed out and used another payment method that indicated it was accepted. I wasn't aware until the end of the week that I made a duplicate payment and I called my Credit Union who could see both transactions and provided me with a phone number to call. No one answered the call that I spent 2.5 hours on hold with. I have called on other occasions with no one taking the call after lengthy times on hold. The next day, on the ********* website, I found instructions for what to do having made a duplicate payment.To date I have made five on-line submissions of the duplicate payment request refund form per their website instructions. Upon receiving a confirmation on 4/19/23 that the IRS had receive one payment, there was a Customer Service email address as a method to reach Customer Service, and I have made at least 5 written requests ther**I was going to send a Certified Letter to the Company but cannot find their address.Would you please help me in this matter? I appreciate your support and assistanc** Thank you.Sincerely,Ms. ****** ** *****************

  Business response

  06/06/2023

  Dear Sir/Madam, 
  
  Thank you for your email and I’m sorry to hear that you’ve found cause for concern. 
  
  Unfortunately I must advise that we act as a payment service provider which means we don’t hold any information about the goods or services you’ve paid for. If you need more information about your order, or want to request a refund, you will need to continue to try to contact the Merchant/Service Provider to whom you made payment and they should be able to help you. Their contact details should be listed on their website, or on the email confirmation you received after your payment.
  
  If you are still not having any luck we would advise you to please contact your card issuing bank directly for further advic** We’re not able to refund the order for you however your card issuer should be aware of the options available to reclaim your funds. 
  
  Moving forward if there is any input required from Worldpay from FIS and you’re in regular contact with the Merchant, to whom you’ve made payment, please have them contact us on your behalf so we’re able to complete the necessary security processes. 

   

  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Global Client Solutions and Assurance
  
  FIS | Advancing the way the world pays, banks and invests™ 

  
  

  Customer response

  06/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the respons** If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ****** *****

*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. ↩