ComplaintsforFidelity National Information Services, Inc.

• 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,

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

   

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have submitted several requests for this company to cancel my merchant services well before I was approved by them. I sent several messages to their processor and sales rep (****** **). This was even confirmed by him that my services would be canceled. Now I am being charged for something I canceled and have not used. And I am also constantly receiving weird messages from reps within this company addressing people I have no affiliation with. This company is disfunctional and incredulous, businesses STAY AWAY!

  Business response

  08/24/2022

  Good Afternoon, 

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

  - We have found an account in the system for your company that was opened on 5/31/2022. 

  - Unfortunately, we don't have any record of charges on your merchant account. 

  - Could you please provide me with copies of the charges you state have been placed on your account? Any invoices you have would be greatly appreciated. 

  If you have any questions, please let me know. I look forward to your response. 

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

  Customer response

  08/27/2022

  [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:

  I am still receiving emails and phone calls from this company and i want it to stop and cut all ties from them and their affiliatez. Can my info be deleted from their entire network? Also i did verify that so far there has not been any charges from this company as i confused them with my other providsr. Please delete all our info and stop the harassing contacts.

  Regards,

  **** *******

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company x 1 month for my payment program - the company is absolutely awful - I canceled within 1 month however the company disregarded my cancellation and kept deducting $ from my bank account. I called at least 5 times to cancel, then we sent a certified mail and again still ignored. the issue was escalated to a person named ****** - he promised it was canceled and our issue resolved and he would refund me the $ that was stolen from my account but we keep getting bills, we try to call the company and they put us on hold for 30min - 1 hour then hang up on us. this company is a true scam - thieves I need them to STOP contacting me - I am running a small business and some companies take advantage of that I can send more supporting documentation as needed

  Business response

  08/19/2022

  Good Afternoon, 

  I hope my email finds you well. Thank you for the opportunity to respond to your complaint through the BBB. Please see the information below regarding this complaint. 

  - We have been working with this merchant on their issue before this complaint was filed with the BBB. 

  - As of 8/18/2022, the merchant's Sales Representative has advised the Merchant that they received a refund between 6/28/2022 - 7/17/2022,  in the amount of $296.60 and that the balance in collections was waived as a courtesy. 

  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

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worldpay handled my merchanct services years ago. We cancelled service years ago and had to do it all again 1/1/21 to keep them from charging me everymonth. I have cancellation notice and delivery of device from 1/1/22 of this year i continue to get charged and they wont stop! ive sent emails to tell them they are not authorized to take any more money from me they dont care.

  Business response

  07/14/2022

  Good Afternoon, 
  
  Thank you for your response. I apologize for the inconvenience you have experienced. Please see the information below regarding your account. 
  
  - The account referenced in this complaint shows a closure date of 02/21/2022.
  - The most recent charge that was placed on your account is for the Non-Return of Equipment in the amount of $168.89 on the merchant account ending in (87747).
  - If you can please provide me with the information that shows you returned the equipment, we will be able to provide you with a credit for the months of the $26.25 charges for the equipment charges and the Non-Return of Equipment fee of $168.89.

  
  If you have any other questions, please let me know. I look forward to your response.

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

   

  
  

  Customer response

  07/15/2022

   

   ********** ********

  I am rejecting this response because: Tracking number is 1z36w1f70312526039 ups ground sent to Tech Capital Group 15941 Harlem Ave STE 331 Tinley Park IL 60477. That's where i sent the device which was delivered months ago. WorldPay claims it can not find the device.

  Regards,

  ***** *****

  Business response

  07/28/2022

  Good Afternoon, 

  
  Thank you for your response. Please see the information below regarding your complaint. 

  
  - We have approved a credit for the terminal for the amount of $168.09 as a courtesy for the charged Non-Returned Equipment fee. 

  - This credit will show in your account within the next 5-7 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™ 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The merchant is charging on my medical CareCredit card but I have no business with them. I don't know how to stop it. It has been happening since October 2021. The CareCredit company couldn't help me. The charges are from World Pay, SYMMES TWP OH. This card is strictly for medical reasons. I haven't lost my card nor given it to someone.

  Business response

  05/25/2022

  Good afternoon, 

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

  - In order to research your complaint inquiry, we will need to have a copy of the statement that shows the transaction in question listed. 

  If you can provide us with this information, I will be more than happy to assist you. 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™ 

  Business response

  06/07/2022

  Good afternoon,

   

  Can you please reopen this case? The merchant has not attached any of the documents we requested for research. We don’t have any documentation that shows this customer has contacted Worldpay from FIS regarding this issue. We can’t help the merchant without the card information. I appreciate your help in advance.

   

  Thank you,

   

  ****** *****

  Client Relations Account Manager I

  Customer response

  06/08/2022

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

   

  I received some documents from my credit card company (Care Credit) this morning which shows my Walgreens Pharmacy charges are presented as "WorldPay".  Therefore, I have no legitimate complaint.  Please let the merchant know that the issue is resolved.  Thank you for your assistance in this matter and accept my apologies for any inconvenience.

   

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

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Credit Union has been attempting to file it's IRS Form 990 and 990-T. We need specific information regarding ATM transactions that were performed at our ATM. FIS/WorldPay drove our ATM processing for the year (Jan 2021 - Dec 2021). I have sent numerous emails to various individuals at FIS/WorldPay to no avail. My responses have been generic, canned responses. Meanwhile, we have had to file an extension since we cannot file our forms with the IRS until the correct information has been ascertained. In addition to filing a complaint with the BBB, I am also filing a complaint with FNIS' regulator - CFPB - to get this issue resolved. I have also included our attorney on an email thread so that they could see the lack of assistance we have received to-date.

  Business response

  05/23/2022

  Good afternoon, 

  Thank you for the opportunity to respond to your complaint through the Better Business Bureau. We apologize for any inconvenience you have experienced with your IRS Form 990 and 990-T. Please see the information below regarding your complaint. 

  - From you response within the complaint, you have not been happy with the responses yo have received. It sounds like our representatives are responding to you regarding your issues. 

  - Please provide me with a copy of the email trail you have going with the representatives in our company. We will assist you once we have this information. 

  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

  05/24/2022

   

   Complaint: ********

  I am rejecting this response because:

  I have not received any follow-up.  The issue is still outstanding.  I have also informed NCUA, CFPB of my issue and I plan to address this issue with the State of Florida Attorney General's office.  

  Regards,

  ****** ****

  Business response

  06/02/2022

  Good afternoon, 

  Thank you for your response and follow up. I'm in the process of working with the proper team to fulfil your request. I apologize for the delay. If you have any other 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

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a business and have been a customer of World pay for credit card processing.While my contract clearly states no Annual fee, we were charged $199 annual fee and no one is helping after multiple phone calls. Keeps transferring to different phone numbers that no one picks up the phone.

  Business response

  03/21/2022

  Good Afternoon, 

  I hope my email finds you well. Thank you for allowing us to respond to your complaint through the Better Business Bureau. We apologize for the inconvenience. Please see the information below regarding the annual fee. 

  - After reviewing your Merchant Statements, we have been unable to see where your business was charged an annual fee. 

  - Please provide us a copy of the specific Merchant Statement you are referring to that shows the charge on your account for the annual fee. 

  I appreciate your assistance with this request for additional information. I look forward to your response. 

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

  Customer response

  03/22/2022

   

   Complaint: ********

  I am rejecting this response because: while the business states they cannot find the annual fee charged, attached is the pic for proof. I can be reached directly at 413 841 8551 for more clarification and to resolve the issue.

  Regards,

  ***** ****

  Business response

  03/28/2022

  Good Afternoon, 

  Thank you for your response. Please see the information below regarding your account. 

  - On your December 2021 statement, you will find the information states that an annual fee will now be added to your account moving forward. This is the reason for the annual fee charged to your account. 

  - As a courtesy to you, we will provide you with a courtesy refund of the charged annual fee in the amount of $199.99. This is a one-time credit only. This credit will show in your account within the next 5-7 business days. 

  - Please understand that next year in January 2023 and moving forward, an annual fee will be charged to your account at the end of the fiscal year. 

  - The annual fee gives us the opportunity to provide you and all of our merchants with the highest level of service and support. 

  - You will find the attached merchant statement from December 2021 providing you this information 60 days before the annual fee was charged. 

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

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/3/15 my family business, ****** ****** * ****** *******, signed a 48 month credit card machine lease with National Processing Company (NPC) - rental fee of $29.99/month. Lease ended April 2019 but the fees continue to be removed from our checking acct. Aug 2019 I called ******* ******* at Retriever who leased the machine to us through NPC. ******** told me Vincent left the company and referred me to Robin who said I needed to call NPC. Left several messages at NPC with no return call. 11/27/19 I spoke to Kam at NPC who referred me to ******** at NPC. Left messages for ******** with no call back. Finally spoke to ******** on 1/31/20 who explained when the lease ends we continue to pay the $29.99/mo fee or buy the machine for $199 ($213.93 tax included). I explained we paid more than $213.93 in fees since the lease ended & should own the machine without paying for it. She will discuss with her manager. On 2/17/20 ******** left a message stating we now own the machine without paying the $199 & the monthly fees will stop. However, the fees continue. I called ******** many times to resolve with no call back. On 9/28/21 we closed our business & I spoke to **** at NPC to end our credit card processing account. I asked **** about returning the credit card machine he stated that wasn't necessary as we have owned the machine since Feb 2020. I explained they are still removing $29.99/month from our acct and he stated that shouldn't be happening but they can't stop the auto charge. I need to call tech support for that. He created a request for a refund (ticket #33321988) for all monthly charges since Feb 2020 and I would get an answer by email. I never received an email. On 9/29/21 I spoke to **** in Tech Support who states we have owned the machine since Feb 2020, She sent closure form that when returned will stop the fees. Returned form on 9/29/21 but fees are still being charged to date. Request refund for 23 months of fees since Feb 2020 for $689.77.

  Business response

  02/11/2022

  Good Afternoon, 

  Thank you the opportunity respond to your complaint through the Better Business Bureau. We would like to apologize for any inconvenience you have experienced. Please see the information below regarding your account. 

  - Retriever Merchant Solutions is a company that is complete separate from Worldpay from FIS. They use are systems to for their customer's processing needs. We have no affiliation with their customers as they are a separate company. 

  - I have contacted representatives within Retriever Merchant Solutions to research this issue and respond accordingly. If you have any 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

  06/02/2022

   

  Thank you for your message.  I apologize for the length of time it has taken me to respond.  As we discussed when we spoke on the phone, I have been dealing with a family health situation that has taken all of my time and is of much more importance than this issue.   I have been unable to dedicate the time needed to try to resolve this issue.

   

  Let me begin by saying the majority of the information included in *** ******* response is simply not true.  I made numerous attempts at contact since June 2015 and, in addition, all of the requested information from our June 2015 conversation was sent by me and was promptly ignored.  I was never referred to Vantiv in 2019 and never told our contract had been sold.  Instead I was told by several people our contract had ended and we owned the equipment.  Not one person I spoke with mentioned having to fill out a closure form but instead stated they updated their system and the charges would stop.  I spoke to several people, all outlined in my complaint, to no avail.  The one thing I have learned from the misfortune of dealing with Worldpay / NPC / Vantiv / Tech Capital Group / Global Client Solutions and Assurance, or whatever other names they go by, is that they are an unethical, immoral company who has no issue with stealing money from clients and then making them run in circles to try and get even a penny of it back.  I know very well that any chance of being heard or refunded for the years of unwarranted charges is a lost cause.  Every time I spoke to someone they were from a different company name so I find it impossible to know how we were supposed to know who to call to get this issue resolved, and I think that is the way they want it.  

   

  However, as stated by *** ***** in his response, I do have a closure request that is electronically docusigned and was returned on 9/29/21 requesting the cancellation of our services.  I have attached that form.  Despite the document being received on 9/29/21, ** ******* company continued to charge us a $29.99 per month rental fee for the credit card machine for the months of October 2021, November 2021, December 2021, January 2022, and February 2022.  I have attached bank statements showing those charge.  It wasn't until I called and spoke to **** ******, Customer Service Manager of Tech Capital Group, who admitted this situation was ridiculous and the charges needed to stop immediately,  that those charges stopped. 

   

  I would ask *** ***** to supply documentation showing I was contacted or told that our contract was sold to Vantif or that any information was provided to us whatsoever as to how to cancel our account as we received nothing.  I made numerous phone calls and spoke to numerous people foolishly thinking it was better to speak to an actual person.  All of the people outlined in my report promised they updated their system and the charges would end and none of them kept their word.  A practice which seems to be policy at Vantif / WorldPay / NPC / Tech Capital Group / Global Client Solutions and Assurance. 

   

  Due to the fact that I am providing the digitally signed document sent to me b* *** ******* company and it contains the date of 9/29/21, I would think *** ***** would have to agree that at the very least a refund for the 5 months of fees that were charged even after the closure form was received would be in order.  That would be a refund of $149.95, far less than what is rightfully owed to us.

   

  Any help you can provide in helping us obtain this minimum refund would be greatly appreciated.  I truly do value you, Ms. Hartman, as well as the BBB, and I am very grateful for your support.  

   

  I hope you have a wonderful week.

   

  Sincerely,

   

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

   Complaint: 16671203

  I am rejecting this response because:

  Regards,

  ****** *****

  Business response

  06/13/2022

  Good afternoon, 

  
  Thank you for your email response. Please see the information below regarding your merchant account. 

  
  - All of our merchant agreements include the exact instructions on how to request closure to your a merchant account within our company. Account closure must be requested in writing. 

  
  - As a courtesy, I have been approved to provide you with a credit in the amount of $149.95. This amount should show in your checking account within 5-7 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™ 
  

  
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received notification from Certergy that a report had been filed that i had bounced a check. After sending all information, three times showing that the check had cleared electronically and was resubmitted for payment a week later and the bank declined to pay as it had already been paid. I still have no resolution to the problem causing me not to be able to write a check to local businesses related to this. the original electronic check was made out to Petsmart 12/5/2021 and cleared my bank on 12/6/2021, it was redeposited on 12/10/2021 and denied. Certergy claim number 64175475 As I am getting nowhere with this company, I am seeking assistance to resolve the issue. I have contacted them by phone greater than 4xs, I have all information via certified mail and faxed the information twice so far. Which they continue to say they have not received, or it is not on file and can take up to 10 days to post. It has been longer than 10 days.

  Business response

  03/03/2022

  Good Afternoon, 

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

  - We have our FIS payments team researching your issue. Once we have a response from the team, we will send the information over to you through this complaint. 

  If you have any other 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

  03/04/2022

  Better Business Bureau:

  I hope this issue gets resolved soon as it has been since 12/12/21, I am frustrated by the lack of response with multiple attempts to submit the required information with no results.

  Please address this as quickly as possible

   

  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

  10/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did an online bill pay with my bank Workers Credit Union and there 3rd party bill pay tried to take money from my account several times after I resolved the issue and took it upon themselves to supposedly pay the bill and now coming after me for the money. On October 1st we did not have enough and our account because something unexpected went thru we reprocessed it on oct 4th and it went thru no problem. On Oct 6th, 12th, and 18th the company continued to try taking funds from my account. We found out from our landlord he was payed twice but not by us only once by us. The other was bill pay doing it on their own. Now they are harassing me with phone calls and mail and when I call the bank they have no knowledge and I get hung up on.

  Business response

  11/09/2021

  Good Afternoon, 

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

  - According to our Metavante Payment Services group, you made a payment to Leominster CU – ******** *** ******* ** ********  

  - We attempted to debit the consumer (*** ********) on 10/5, 10/8, and 10/15, all three were returned to us. 

  - Since FIS (Metavante) was not able to collect the funds, and the funds were already transmitted to Leominster, this account was sent to our collection agency.  You do in fact owe FIS $572.00 because we paid Leominster on your behalf.

  If you have any other 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(tm)
  
  

  Customer response

  11/12/2021

   

   Complaint: ********

  I am rejecting this response because: I paid it on the 4th and corrected the situation they kept on and paid again without my consent or communication , And continue to try to take from my account. 

  Regards,

  *** ********

  Business response

  11/17/2021

  Good Afternoon, 

  Thank you for your response. Please provide any documents or screenshots that shows the payments were made on your end. When a payment is made using Bill Pay, the company that host the Bill Pay Program makes the payment for you ahead of time. The funds are then taken from your account, usually within 24-48 hours. If you have any information I can provide to our team, it will assist with this Complaint Inquiry. I look forward to your response. 

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

*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. ↩