ComplaintsforFidelity National Information Services, Inc.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Metavante is the bill pay service for landmark credit union. I used bill pay to make my mortgage payment in February of 2021. The money was in my account. However they did not process the payment. I was charged overdraft fees making my account $30 short of the amount. Then the payment was reprocessed 2 more times charging me $30 for each of these transactions. My mortgage company received the payment but metavante did not take the money from my account. Here we are 7 months later I receive a letter from a collection agency for $1500. The mistake was clearly on metavantes part. I received no notice of a problem in the 7 months prior.

  Business response

  10/06/2021

  Good Afternoon, 

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

  - Would you please provide me with the resolution you are seeking from this complaint? 

  I look forward to hearing from you soon. 

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

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a card from Key2benefits which had my unemployment pay loaded onto it. Several days later the card was frozen so after speaking with customer support I was told to email [email protected] in order to update my address and have a new card expedited. During the conversation the customer service rep instructed me to send in proof of my new address and one of the options were to send in any government issued letter showing my new address as well as the date. Upon emailing fisgobal with the required documentation, a social security benefits award letter, I received a denial letter and the reason for denial stating that they needed proof in the form of a utility bill, lease agreement, auto insurance bill OR in their own words, ' Letter from any state or government agency' no greater than 90 days old and date must be clearly visible.I have sent them this document 3 times now.

  Business response

  10/06/2021

  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 with your Government Pay Card. Please see the information below. 

  - After speaking with a representative in the Key2Benefits department, the Supervisor has requested that you contact the department using the phone number (866-295-2955). They are prepared to provide you with a replacement card. Your authorization is required because it is your account. 

  If you have any additional issues, please let me know for a follow up to the department. 

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

• Initial Complaint

  09/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a Mastercard gift card a few years ago. It does not expire until 02/2024. I have a reamaining balance of $251.15. I did not use it for a couple years but it has never been out of my possession. The funds have been put on hold by Fisglobal and they won't release them. I spoke with them via over the phone and multiple emails. They told me I needed to take a picture of the gift card, front and back along with a picture of my license front and back and send it to them along with the original reciept of purchase. As it was a gift, I did not purchase it and do not have receipt of that. I would like this resolved but they continue to deny my claim. This is not ok.

  Business response

  10/06/2021

  Good Morning, 

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

  - On the back of the card you have, it shows that this prepaid card was purchased through U.S. Bank. While we are the processor of the funds on the card, the card itself is handled by U.S. Bank's customer service department. 

  - I have notified our Metavante Prepaid Card team and they are working with U.S. Bank to resolve your complaint inquiry. This should be resolved by the end of the week.

  - Also, please note, on the back of the card it states that a fee of $2 per month will be accessed on the card after a 12 month period of no use. This is considered a system maintenance fee. The amount that will be provided to you may be different than the initial full amount. 

  If you have any additional questions, please make sure to reach out to the U.S. Bank customer service team at the phone number listed on the back of the card. 

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

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