ComplaintsforFidelity National Information Services, Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an arbitrary check in the mail for $******** dated March *** **** that I have been trying to confirm with FIS Payme**s LLC that it is a legit check and the reason why the check was se** to me. FIS is listed as the co**act. I have co**acted *** ****** **** whom the check is payable through, but they were not able to assist since I am not their clie** and I don't have an accou** with them. They also could not find the accou** number. The phone number listed for FIS **************** has a prerecorded message that directs you to e-mail them and then hangs up. I se** an e-mail to the provided e-mail (payee.mai**enance@billpayme**services.com) on March ***** but have received no response. I need FIS to co**act me regarding this matter because I do not wa** to deposit a fraudule** check, or, if it is legit, I don't wa** the check to void by going past the ** days to deposit. In the upper left-hand corner of the check it says: Please Post to Accou**: ******* **** ***** 1*** ********* ** HARDEEVILLE, SC ********** In the middle top it says: FIS Payme**s LLC P.O. Box **** ***** ****** ** *****-**** payee.mai**enance@billpayme**services.com ************** Next to that it says: Payable through *** ****** ****, NA A****** ** Next to the amou** in the payme** box it has these letters and numbers: #***************# and ********* The check number is **********. It is made payable to: TREASURER PAYME** PROGRAM PO BOX 36 RIDGELAND, SC ********** ( It's not made out to me, but the address is my address. However, my bank won't cash it because it needs to be made out to me.) The numbers on the bottom of the check are: ********** (same as check number) ******480 ************** In the bottom right-hand corner under the signature it states: THIS IS A BILL PAYME** DRAFT WHICH IS DRAWN BY METAVA**E CORPORATION WITHOUT RECOURSE. On the back of the check it has the numbers: **********

  Business response

  04/03/2024

  Thank you for reaching out so we may review your concern. This payme** was made by our customer, **** *****, and was i**ended for Treasurer Payme** Program.  The consumer came in with an incomplete address resulting in an incorrect delivery.  This check should not have been se** to PO Box 36.  At this time please (any person(s) in receipt of this check, in error) should either 1. destroy the check or 1. return it back to the Sioux Falls address listed on the check. 

  We have we** ahead and stopped this check.

  I hope this has resolved your concerns.

  Thank you

  ****** **

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 5/15/23 a notification email of an ACH payment was received to my email but the funds were not sent or deposited to my bank account. FIS insists they did send the payment, the payer to FIS insists the payment (and 11 other vendor ACH payments) were approved on the 12th and the funds were removed from their account by FIS but only the credit card payments were actually paid and none of the ACH payments were actually paid by FIS. FIS blames the bank, the bank knows nothing about this payment, so FIS then blamed the original payer and said it was sent back to that company but they know nothing as well and the original payer also blames FIS. FIS receives the approved file from the payer and is supposed to make all the credit card payments as well as the ACH payments. FIS did not pay the 12 ACH payments in the file to the 12 vendors (I being one of the 12) but claims to have done so and then supposedly closed out the file without checking to see if the ACH payments were actually made. I have called FIS numerous times and gotten the run around blame game. FIS claims to have no way to track if these payments were made or not. I believe this a lie. FIS needs to make the ACH payments like they are required to and take responsibility for their incompetence. This is a pathetic way to do business and seems very fraudulent to me.

  Business response

  05/22/2023

  **** *******
  
  Thank you for reaching out to the Better Business Bureau regarding your account with WorldPay from FIS. We apologize for any inconvenience you have experienced. If you can please provide the Account 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.

   

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

  Customer response

  05/23/2023

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

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

  Regards,

  ****** *****

   

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Madam or Sir: This entity reported us to MATCH (Member Alert to Control High Risk Merchants) which is a list, method or mechanism that is created by master card. We have sent several demands since February of this year and this entity does not provide anything to us. We as business are entitled to know if there is any report or claim in terms of alleged wrong doing and must have a chance to review any claim to correct or dismiss. We do not even know under what law these activities are permitted. *** process of this entity apparently is very secretive and if any entity that is damaging others cannot justify their action it would be considered suspicious. We are not trying to accuse anyone however this entity must provide proper documents in order to proof or justify their damageable action. We have not asked anything out of ordinary; on *** contrary whatever we demanded was based upon their own protocol and guideline. They do not ever follow their own protocol. Please assist us in this matter which we are sure that concerns many thousands of businesses in California as well as nationwide.

  Business response

  05/18/2023

  Good Afternoon,
  
  I hope this finds you well. We apologize for any inconvenience you have experienced. As previously communicated after a standard Risk review, your account was identified as outside of our Risk tolerance. Due to compliance concerns, we were required by ********** compliance to report in accordance with ***ir guidelines.
  
  Based on *** review and requirements by *** Card Networks we are not able to remove any items on a MATCH list, as that information is controlled by **********.  Please work with ********** directly. ***ir website is https://www.**********.us/en-us.html. Additional information can be located ***re.

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

  Client Relations ******* ******* I
  ****** ****** ********* *** *********
  
  *** | ********* *** *** *** ***** ***** ***** *** *******™ 
  

  Customer response

  05/19/2023

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

   Complaint: ********

  I am rejecting this response because: Completely Unacceptable. *** is playing *** same cycle all over again. We have a right to know about *** detail of their alleged claim and they WOULD NOT reveal anything??? How could this be??? All we are asking is:     What is this claim all about? Who reported *** Claim? Based upon *** coding that they (FIS) referring to, what is *** code? And finally *** activity is legalized under what law (i.e. FCRA, FDCPA, UCC, Etc, Etc,) We are entitled to know under what umbrella of law *** justifies its activities? Thank you so much for your endeavor in this issue.
  

  Regards,

  ******* *************, Inc ******* *************, Inc

  Business response

  05/22/2023

  Good Morning,
  
  Thank you for your reply. Unfortunately, we have provided all *** informtion we are authorized to provide in this matter.  We appreciate your understanding. Please work with ********** directly. Their website is https://www.**********.us/en-us.html. Additional information can be located there.

   

  Thank you,
  
  ****** *******
  ********* ******* ******* I
  ****** ****** ********* *** *********
  *** | ********* *** *** the ***** ***** ***** *** *******™ 
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They have owed us an escrow refund since 11/4/2015. We have not moved from the home, which is also the same address of the notice on the 12/6/22 letter. I don't know why they didn't send the refund to us eight years ago. In any event, we have been trying to get this money refunded since the date of the letter in early December 2022. It is now mid-April 2023 and I get nothing but one excuse after another about why they cannot print and mail our refund check. This is ridiculous.

  Business response

  04/13/2023

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

  
  Thank you for reaching out to the Better Business Bureau regarding your FIS account. We apologize for any inconvenience you have experienced. If you can please provide the notification you received, it will help me direct this inquire to the appropriate department. I will be standing by and will look forward to hearing from you.

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

  Customer response

  04/14/2023

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

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello My name is ********* ******** and I’m the owner of **** ****** ***** ****** * ***** * ** ******* ** *** and the latter franchised nationwide. I was working with ******* *** and had ordered several hundreds of gift cards for **** ***** * ***** ****** *hat wound up not being compatible with our system at all. A mistake by ******* not supplying the correct information. Thus, resulting in several hundreds of dollars order maybe even $1000 at least. Last email communication I have with her was over 1 month ago where she stated she was going to issue a reimbursement check. I have not received my reimbursement monies nor have I heard back from her. I’ve sent several dozens of emails with my POS company and she has blatantly ignored them all. I’m at a point where I’m at my last resort, trying to reach out to almost anyone I can at your company to provide me a status update of when I can expect my reimbursement check before I have to get my legal team involved to retrieve funds due back to us.

  Business response

  03/03/2023

  Good Afternoon,

  Thank you for reaching out so we may review and address your concerns. We believe this has been resolved as of 2/13/2023. We have sent a reimbursement for the gift card order, in the amount of $1.006.69. Please see attached reference. We hope this has satisfied your complaint. Please let us know if you have any other concerns or if this has not been resolved satisfactorily. 

  Thank you

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

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  FIS Glo*** handles all credit card transactions*chargebacks for my bank (******** ****). My complaint is in regards to credit card claim * *********** with the merchant "BLT*Element Wheels" in the amount of $1798.68 with my credit card ending in **** . I ordered a set of Wheels for a Lexus vehicle. The merchant did not have the wheels in stock, so they opted to order them from a manufacturer. I never received this order so I initiated the aforementioned dispute claim on 10*3*22. I was temporarily credited on 10*21*22. On 11*30*22, I received a letter in the mail that had two letters bundled in one thick envelope. One letter was dated 11*07*2* and it said the merchant provided a receipt claiming that I requested for local pickup and provided a random picture of a customer in their office standing around. The second letter, in this thick envelope, was dated 11*19*2* and stated that I was being rebilled for the full amount since i didn't respond. I was not given any chance to respond as I received both of these letters at the same exact time on 11*30*2* which violates FCBA rules. Prior to this I received no email nor any call requesting a response to this claim. I sent a fax to FIS Glo***'s chargeback services and included a copy of the original receipt which showed that this was a ship-to order that was to be shipped to my home via FedEx. I stated that the receipt that the merchant provided even listed an incorrect purchase amount and that the merchant did not provide any signed document showing that anybody picked up any order. And this was enough to close out my claim. I have attempted faxing my rebuttals to the chargeback services department twice and I hadn't heard back until a new letter, dated 12*16*22, was mailed to me saying that I could not be helped. They also closed my account. I believe the customer service agent(s) working on this case jeopa***zed my case. I am attempting to resolve this before seeking help with the Consumer Financial Protection Bureau.

  Business response

  01/06/2023

  Thank you for the opportunity to respond to your complaint through the Better Business Bureau. We apologize for your inconvenience.
  
  U**ortunately we must advise that we act as a payment service provider which means we don’t hold any i**ormation about the goods or services you’ve paid for. If you need more i**ormation 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.
  
  If you think your card has been used without your permission, or funds taken from your account without permission, please contact your Financial Institution (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 attempted to make payment, please have them contact us on your behalf so we’re able to complete the necessary security processes.
  
  
  Respectfully,
  
  
  
  Complaints Management Team
  Glo*** Client Solutions and Assurance
  
  FIS | Advancing the way the world pays, banks and invests™ <*i>

  Customer response

  01/10/2023

  [<*span>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<*span><*b><*span><*b>]<*span><*strong><*span><*span><*p>

   Complaint: 18687637<*strong><*span><*p>

  I am rejecting this response because:  FIS Glo*** does not simply act as a "payment service provider". FIS Glo***'s chargeback services handles all credit card disputes for a multitude of banks*credit unions. My bank (******** ****) cannot control what FIS Glo***'s chargeback services team does. You cannot even log into the credit card without first being taken to a website **********************************SSOServlet) which then transfers you to yet another site also managed by FIS Glo*** (**************). When you write a letter to the chargeback team, the address is listed as PO BOX 30495, Tampa FL, 3360-3495. This is FIS Glo***'s mailing address. So Id like FIS Glo*** to explain why they botched my credit card claim.
  <*span><*p> <*span>

  Regards,<*span><*p>

  Jason Anyaoha<*span><*p> <*span>

  <*span> <*p>

  <*span><*p> <*span> <*span>

  Business response

  01/10/2023

  Thank you for the opportunity to respond to your complaint through the Better Business Bureau.  
  
  Worldpay from FIS is a payment processor and we work with merchants, not cardholders. Chargebacks*Disputes are mandated by the credit card networks. As a processor we simply follow the rules and regulations set forth by the networks. We do not have control over the outcome of credit card disputes.
  
  If you think your card has been used without your permission, or funds taken from your account without permission, please contact your Financial Institution (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.
  
  If there is any input required from Worldpay from FIS and you’re in regular contact with the Merchant, to whom you’ve attempted to make payment, please have them contact us on your behalf so we’re able to complete the necessary security processes.
  <*p>

  
  Respectfully,
  
  
  Complaints Management Team
  Glo*** Client Solutions and Assurance
  
  FIS | Advancing the way the world pays, banks and invests™ <*p>

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A bank i am trying to bank with uses this company for credit checks systems. I was declined at my bank and they referenced me the sheet where they declined me. I tried calling and couldnt speak to anyone. I called the directory hoping to reach a human, but after many attempts to contact none of the call were answered. I have called and left messages for every person in the directory. I finally got a person but he worked for IT and didnt know why i got transferred to his number. No one was able to come to the phone. They rejected my date of birth for verification. My ssn is passed and all my other information passed but my date of birth. I have called the number i was given to clear up this mess from Tom in IT for fidelity. Im very disturbed that with all the numbers i called i couldnt get any human on the phone. I feel like the recent class action lawsuits against the company has left customer service lines to ring off the hook. I have never called a company and havent been able to speak to someone. I have emailed and inquiried and called to find someone who works there. No one picks up the phone. Does this business only have robots doing the work. My identity is compromised through this company and i want them to be brought to justice.

  Business response

  01/05/2023

  Thank you for reaching out so you may review and address your concern. Can you please provide more information on what type of service or account you were attempting to establish? 

  Customer response

  01/05/2023

  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. 

  Regards,

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

   

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a single practitioner Psychiatrist in ****** ********. I had an employee problem ****with some unexplained loss of money and I was forced to quickly hire a replacement. One of those was an employee ** ******* who as clinic manager came to me in July of 2021 with a 1 per cent credit card processing company so I signed a contract. Then Ms. ******* found another job, quit without notice and left with no way to contact her. I had made patient charges of 615.01 on 7/28 2021, 190.00 on 7/29 and 570.00 on 8/2/21. I was charged 59.04 on 8/9/21. Then I had 2 very big charges of 6991.20 on 9/16/21 and 6683.08 on 9/27/21. I REC'D A BILL OF $450 ON9/29/21 AND ON 10/04/21 A BILL FOR 70.60 AND THEN 10/5/21 GOT ANOTHER With a $441.94 withdrawal. By this time I had hired a new consultant at great expense who recommended never using the CC processor again and then we started getting random withdrawals from our acct. on 11/5 $88.91 then 12/7 $70.08 then 1/5/22 $69.90 then 2/7 $69.90 then 3/7/22 69.90 then 4/5/22 159.90 the 5/5/22 $69.90 then 9/7/22 $69.90 and 10/5/22 69.90 and on 10/27/22 $50.*** The company charged a patient twice and would not refund the money. There was no telephone number on the withdrawal notices and the bank gave me 3 numbers and I sat and called to get a customer service rep who was very rude. the previous two were in offshore calling centers and were hard to understand and after long waits gave me the eventual number to contact the rude rep who told me I could fill out an account closure which I did and faxed back the next day. I rec'd a letter today from the company and when my contact person ***** ******* called the man he was rude gave her two prices 0ne of over $1000 and another over $2000 when she told him she wanted to negotiate he said no and she said she wanted to pay him right then he hung up after 2 hours on the phone. Please help me end this nightmare and get this service that I have not used for almost 2 years cancelled. Thank you so much. You can reach ***** ******* at ************* Thank you

  Business response

  11/23/2022

  Good Afternoon ********
  
  Thank you for reaching out to the Better Business Bureau regarding your former processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. As your account is supported by a third party, I have engaged the team who assist with these types of accounts and forwarded them your message.
  
  Please stand by I will let you know as soon as I have more information regarding who will be reaching out to you to assist. Thank you for your patience and have a wonderful rest of the day.

   

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

  Customer response

  12/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 18449806, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **** ******* of FIS Global is in my opinion presiding over yet again another incompetent, terrible graphics, and now theft/diversion of more than $8000 that we have credit card swiped from our law firm clients since at least 9/18/2022 which has still not yet hit out checking account at Citizens Bank. To make matters worse we have been sending him queries/complaints for a week now and he does not even respond to us. We need our money now, urgently, for employee payroll, rent, insurance, bills, and other exigent costs of doing small business. We have had many problems with FIS Global (aka WorldPay before, check your records/our previous complaints as they might be illegally and further retaliating against us for filing bona fide and legitimate previous complaints). Not only this, but we are also locked out of our accessmyiq.com account so we can not even look at our credit card data and reports for weeks, and they ([email protected]) will not respond to us, either. Please urgently investigate, assist, and advise.

  Business response

  09/29/2022

  Good Afternoon, 

  Thank you for the opportunity to respond to your complaint through the Better Business Bureau. We apologize for the inconvenience you experienced. Please see the information regarding your complaint. 

  - The Risk hold was removed and the funds were released earlier today.

  - The merchant had a prior merchant account that was closed and exceeded our threshold for chargebacks.

  - The new merchant account had to be verified before the funds were released.

  - Our Risk department notified the merchant and lines of communication were open.

  The funds should show in their checking account within the next 3-5 business days. If you have any additional questions, please let me know. 

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

  Customer response

  10/03/2022

  [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 what they are saying is completely and totally false. Our responses to their responses, are as follows:

  They wrote: "Good Afternoon, Thank you for the opportunity to respond to your complaint through the Better Business Bureau. We apologize for the inconvenience you experienced. Please see the information regarding your complaint. - The Risk hold was removed and the funds were released earlier today."

  We respond: Yes this is now true, but not before confiscating our money interest free for more than 2 months.

  They wrote: "- The merchant had a prior merchant account that was closed and exceeded our threshold for chargebacks."

  We respond: That is a false statement, and in any capacity, your representative chose your company to handle/process our credit cards, but I guess all roads lead back to yuor company in MASSIVE ANTI-TRUST VIOLATIONS, hence our cc'ing the US Department of Justice and Federal Trade Commission Antitrust Divisions.

  They wrote: "- The new merchant account had to be verified before the funds were released."

  We respond: What does that entail, "verified?"

  They wrote: "- Our Risk department notified the merchant and lines of communication were open."

  We Respond: Another false statement, we were never notified, and "lines of communication" were never "open." That's why we filed this bloody complaint.

  They wrote: "The funds should show in their checking account within the next 3-5 business days. If you have any additional questions, please let me know. 
  Thank you,"

  We respond: What about the interest that you stole from us, and also the finance.bounced check fees, labor and extra work that you created from your unadulterated theft? We estimate damages totaling $10,000. Please remit immediately.
  
  ****** *****
  Client Relations Account Manager I
  Global Client Solutions and Assurance
  
  
  FIS | Advancing the way the world pays, banks and invests™ 

  Regards,

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

  Business response

  10/04/2022

  Good Morning, 

  Thank you for your response. We apologize for the inconvenience you experienced. Please see the information below regarding your complaint. 

  - Attached, you will find you signed Merchant Agreement and the Terms and Conditions.

  - Your signed Merchant Agreement will show that we are not liable for any interest while your account maintenance was conducted. 

  If you have any additional questions, please let me know. 

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

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The account in question was closed since 2015. In may we had to change the banking information of our new account with worldpay and out of nowhere we started getting these collection letters. I have asked multiple times by phone and through e-mail for and explanation and itemize statements of the charges however no one has responded to me, even though we have were given two different cases numbers. Attached is all the correspondence since the issue started. The representative name with whom I spoke is ****** I accomplished nothing with the phone call Thanks Rebecca Rina Walter, D.D.S., FAGD Clearly Dental

  Business response

  09/02/2022

  Good Afternoon, 

  I hope my email finds you well. Thank you for the opportunity to respond to your complaint inquiry through the Better Business Bureau. Please see the information listed below. 

  - The balance owed for $184.80 is due to May, June and July monthly billing fees that have not been collected.

  - After some additional research, it looks like a freeze was placed on your merchant account due to the DDA change that was requested back in May 2022.

  - You should be able to research your checking account for the amounts listed on each of the 3 attached invoices that you find out that were not collected. 

  - The communications that have been sent to you are a attempt to collect a debt and has not affected your credit report. 

  If you have any additional questions, please let me know. 

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

  Customer response

  09/06/2022

  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. 

  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. ↩