ComplaintsforCertegy Payment Solutions, LLC

Check Cashing Services

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
***** making calls to Certegy when after 35+years of doing business and writing checks for purchases made in *********, and ************** MT (Smiths) without any incidents that denied me check writing privileges suddenly throughout the month of July 2024 my check writing prompted a Driver License ******************** which denied the viability of my checks. After 4 calls between 7-11-24 to 7-31-24 whose content included empty, rehearsed apologies, verbal repetitions of "there's nothing we can do on our end" to resolve your issues, with each call petitioning me for more personal info. (including my social security number - last 4 digits alone just won't do, - contact Drivers License issuer (did so twice), must be a "miskeyed" issue, 3rd call with "Dae" gave false hope that the issue was resolved," just wait 7 days try again to write a check," - her proclamation didn't pan out, 4th call asked for a supervisor (same apologetic rhetoric, absolutely no resolution). I even had an employee walk me through an internet reissue of my drivers license to no avail. The only change on the DL is the new number, MT has been using letters with its numbers now, everything else is identical. I am weary, and anxious with their personal info. prompts. Please advise. Thank you. ( I took notes on every call, names, dates, and content. Kept the denied checks .)
Business response
08/07/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

August 7, 2024

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

, CA 93455

Re:      BBB Complaint Case Number ******** ***********************
           Certegy Case Number ******

This is written response to the above reference complaint.
To provide some background, Certegy Payments Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through retail practices of payment acceptance. For some clients involved in these transactions, Certegy may assume payment responsibility should an authorized transaction be dishonored by the check writers bank. When a transaction is returned unpaid, it is forwarded to Certegy, who in turns purchases the check and initiates collection actions through a collection agency.
Unfortunately, we are unable to address your concerns without your full address and identifiers used in the transaction, as they were not included in your submission. Certegy uses your address to create a consumer profile, for tracking and responding to your request. We are unable to use a partial address and/or email address for this function. Without the identifiers used in the transaction, we are unable to research the complaint. Once the information is received, we will review and respond accordingly.

Sincerely,

Customer Care Department
**********************
Business response
08/07/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

August 7, 2024

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

, CA 93455

Re:      BBB Complaint Case Number ******** ***********************
           Certegy Case Number ******

This is written response to the above reference complaint.
To provide some background, Certegy Payments Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through retail practices of payment acceptance. For some clients involved in these transactions, Certegy may assume payment responsibility should an authorized transaction be dishonored by the check writers bank. When a transaction is returned unpaid, it is forwarded to Certegy, who in turns purchases the check and initiates collection actions through a collection agency.
Unfortunately, we are unable to address your concerns without your full address and identifiers used in the transaction, as they were not included in your submission. Certegy uses your address to create a consumer profile, for tracking and responding to your request. We are unable to use a partial address and/or email address for this function. Without the identifiers used in the transaction, we are unable to research the complaint. Once the information is received, we will review and respond accordingly.

Sincerely,

Customer Care Department
**********************
Customer response
08/08/2024

Complaint: 22080751
,Sincerely,

***********************
Customer response
08/12/2024

Complaint: 22080751

I am rejecting this response because:
I began making calls to Certegy Payment Solutions, LLC when after 35+ years of doing business and writing checks for purchases in **************, and Kalispell, MT (******* grocers) without a single check writing incident that would have denied me *** privilege of using checks as my preferred payment method; without warning (beginning 7*10*24) my check writing prompted a Driver's License ******************** which ultimately denied me *** ability to use my checks for payment. Store management accepted no responsibility for *** unexpected denial of services. Although, I have been in ***ir store information data base for decades, it made no difference in *** outcome as I stood in *** checkout line in disbelief, confusion, and asking *** cashier as to *** nature of *** problem only to be handed a lengthy printout, offering ***ir condolences...but do check with *** company called Certegy for *** answers I seek regarding my check dilemma. My first call to Certegy was on 7*11*24, 12:30 PM, Case #****** with representative "Chloe" * a disappointing and frustrating encounter composed of empty, rehearsed apologies, verbal repetitions of "we're sorry" but ***re's nothing we can do on our end to resolve your issues. The use of *** term "mis keyed" was referenced several times throughout *** conversation, but *** who, what, or when *** "mis keyed" event occurred was not forthcoming from her. The second call, Case#******, 7*12*2024, speaking with ****** who is unwilling/unable to offer any more definitive information than I was able to glean from *** first call, but now ***re's a new word in *** vocabulary *"escalate" * call again and we will "escalate" our involvement, along with *** requisite apologies, and a smattering of a problem with a mysterious something being "mis keyed." My 3rd attempt at resolution had me speaking with "Dae", on 7*19*2024, Case#******. This person served up "hope." ***** ga***ring *** requisite information (name, dates, DL number, etc.) she indicated that *** problem was on its way to being solved and all I needed to do was wait "7 business days"
from *** date of our call and *** problem should be rectified * no such resolution. With each call more personal information was being prompted, including my SS# (offered *** last 4 digits but that just won't do * we need all *** numbers), advised once again to contact *** DL Bureau which I did on 2 occasions. I had a new license reissued, just to be sure, but still no check cashing ability, and *** *********************** felt confident *** problem did not lie with ***m. A 4th attempt at being informed so *** issue could be resolved was with *****(?) or *****, Case
#****** on 7*31*2024, used *** term "mis keyed" but can't tell me what that means and who needs to rectify *** mis keyed information. I ask for a "supervisor" (******) this time * still no meaningful/useful information; just have *** Driver's License issuer "validate" my records. Nothing more...than what has already been but does not produce results. Call #5, Case#******, I requested a Consumer Credit Report on 8*8*24. The representative indicated I would receive *** report in "15 calendar days." The 1st of 4 denied checks was reference#*************, for $137.64.

Certegy offers no e*mail, or text confirmation of anything discussed with ***ir representatives. With each call you are issued a new case number, and that new contact does not lead to fur***ring an informed or beneficial outcome for *** petitioner. I finally did some online research regarding ***ir history, function, and reputation * oh my goodness. For myself, Certegy, is a shadowy background menace that hovers over one's life, unknown, but hugely influential. Once encountered for reasons only known to ***m and ***ir information data base *** experience become labyrinthine.

I want and need to be informed of *** specifics of *** issue(s) that has ***ir company denying me check writing privileges. They need to explain *** "why" of prompting and *** taking of all *** personal information I complied with but offered not a speck of meaningful assistance that would lead to a solution. When a considerable and concerted effort is made to achieve a solution, and *** hope of cooperation is completely thwarted by those you seek help from despair begins to set in because your persistence, when pitted against a formidable presence is perceived to be not enough * ***n what? I am weary and anxious regarding this matter, and ***ir inappropriate prompting of very personal information * to what end? This is and remains to be hugely stressful and ***re's no end in sight.
Sincerely,

***********************
Business response
08/15/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

August 15, 2024

***********************
********************
**************, MT 59912

Re:      BBB Complaint Case Number ******** ***********************
           Certegy Case Number 742956

This is written in response to ************** rebuttal.

Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payment history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions that were recently accepted and turned out to be fraudulent. It is then up to the merchant to determine whether they wish to take the risk of accepting the Payment. This service enables many of our clients to continue to offer Payments and cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the services we provide to subscribing merchants would be compromised.

Our records indicate a transaction was attempted on July 10, 2024, for $137.64 but Certegys system declined the transaction due to invalid ID. The subsequent transactions from July 18 through July 30, were declined by Certegys system due to invalid ID. When a new ID format is issued by a states ********** of ***** Vehicles, it may take a month for this information to be updated to Certegys system.

In order to expedite this process, we request **************** to please send a legible copy of her drivers license (front and back) by fax to ************ or by mail to the address indicated in our letterhead above. Once received, we will review and make the necessary changes to accept the identification.

We apologize for the inconvenience that this has caused and hope that you find this information helpful. If **************** should have any questions or need further assistance, she can contact the Customer Care ********** at ************.

Sincerely,

Customer Care **********
******************************************* **********************, LLC

Customer response
08/15/2024

Better Business Bureau:

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

Sincerely,

**********************; Some specific instructions have been proposed in Certegy's response to my complaint which I will comply with in a timely manner (ASAP). I am hopeful regarding their response to my dilemma. I will follow their instructions regarding my ID and let the ******************** know the outcome of my cooperation.
Thank you for now...**************************
Initial Complaint
07/30/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 27, 2024, I attempted to pay for groceries at Wegmans on *********************** in ********** which the check was declined. I asked the cashier what was the issue which no clear explanation was given. I contacted ************** which the teller said it's funds in my checking account and there's no issue regarding my account. I contacted ******* corporate office which a representative informed me that ******* uses a third party,Certegy, to verify checks. I attempted to contact Certegy which only has a website and no live person was available to speak to me to rectify the issue which is extremely unfair to the consumer. I already have access to my checking account via shoppers club via Wegmans already which I explained to the cashier this is a new check account. I, as a consumer, have a right to know what is the issue with my check . ***********************
Business response
08/05/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

August 5, 2024

***********************
PO BOX 1598
*******, ********

Re: BBB Complaint Case Number ******** ***********************
Certegy Case Number 736854

Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions that were recently accepted and turned out to be fraudulent. It is then up to the merchant to determine whether they wish to take the risk of accepting the Payment. This service enables many of our clients to continue to offer Payments and check cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the services we provide to subscribing merchants would be compromised.

We researched ***************** transaction on July 27, 2024, for $58.50 at ******* and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client and there was no prior transaction history associated with the routing/account number in our system for the last 13 months. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

However, we understand ************** concerns, and we have added her identifier to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help ***************** with future transactions that are routed to Certegy for processing.

If you should have any questions or need further assistance, you can contact the ************************ at ************.
Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The said business has yet to restore check cashing privileges----the amount of the payments has been taken care of through **** -------please have the said business contact me ASAP
Business response
07/30/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

July 30, 2024

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

Re: BBB Complaint Case Number BBB Complaint ID#******** ***************
Certegy Case Number 734409

This is written in response to the above referenced complaint.

Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions that were recently accepted and turned out to be fraudulent. It is then up to the merchant to determine whether they wish to take the risk of accepting the Payment. This service enables many of our clients to continue to offer Payments and check cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the services we provide to subscribing merchants would be compromised.

We researched Mr. ****** latest transactions at Staples. There was no negative information on file from the previous paid claim, although the multiple attempts at Staples were identified as potential fraud, and a factor in Certegys decline recommendation. Therefore, based on your request, our team has reviewed the transactions and removed the identification number from the fraud controls.

We understand Mr. ****** concerns and we have added his identification to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help him with future transactions that are routed to Certegy for processing.

We apologize for any inconvenience that this has caused and hope that the above information provides more clarification regarding the services that are provided to our clients. Although we can never guarantee the approval of future check transactions, we encourage Mr. ****** to continue performing check transactions wherever he desires.

If Mr. ****** should have any questions or need further assistance, he can contact the **************************** at ************.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
07/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have nothing wrong with my credit, or my life I made sure of it, there's no company information, it's a PO box, it's a recording with no personnel, causing credit problems with people or trying to to support their business. Shut this business down immediately. And I want confirmation of it shut down.And also I can't use most of their website or anything until I accept their cookies which then allows them to enter my personal data. Stop allowing this kind of stuff to happen damaging our country all over the place.
Business response
07/29/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

July 29, 2024

***************************
3904 GRACELAND TRL
***********, TN 37421

Re: BBB Complaint Case Number ******** ***************************
Certegy Case Number 733905

Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions that were recently accepted and turned out to be fraudulent. It is then up to the merchant to determine whether they wish to take the risk of accepting the Payment. This service enables many of our clients to continue to offer Payments and check cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the services we provide to subscribing merchants would be compromised.
Certegy does not report information to credit bureaus and is not responsible for any changes to your credit score.
We researched Mr. ******** transaction at Wal-Mart on July 20, 2024, for $199.48 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation. We do see that the check was successfully cashed.
If ****************** should have any questions or need further assistance, he can contact the **************************** at ************.

Sincerely,

****************************
******************************************* **********************, LLC
Initial Complaint
07/12/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Starting with 03/29/24 I have had checks denied at retailer by Certegy and when asked for the reason no one can or will tell me. I requested a copy of the Certegy's information file on me and I receive a 6 page letter that has 2 birth years listed and when I call to question them about the double dates I could not get a answer. Further more when checking the information in the document every instance under recommendations to client it states ."Not Authorized" based on (04) "This transaction received a decline recommendation from Certegy because it did not meet the acceptance guidelines, which can vary by store and transaction. Factors may include a combination of: the check number, dollar amount, check-writing history, or other transaction details. Generally, these guidelines do not include your account balance because banks typically do not provide it to us." Under OUTSTANDING ITEMS it has No information on file. When I called to find out about this problem I was told again that the customer service representative could not see any negative information on the file and could not explain the double birth years. But if I wanted to request another copy of the report they could send one out. How do you correct something that they can not or won't explain to you but deny check writing privileges based on them?
Business response
07/18/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

July 18, 2024

***************************
***** STATE HIWAY 9
******, KS 67645

Re: BBB Complaint Case Number ******** ***************************
Certegy Case Number 729749

This is written in response to the above referenced complaint.

Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions that were recently accepted and turned out to be fraudulent. It is then up to the merchant to determine whether they wish to take the risk of accepting the Payment. This service enables many of our clients to continue to offer Payments and check cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the services we provide to subscribing merchants would be compromised.

We researched our files using the identifiers previously provided when you requested your consumer file disclosure report (****) on July 1, 2024. The Information Associated with Consumer Identifiers Provided section of the **** is meant to display information submitted to Certegy during a payment transaction. The Birth Year only populates if the information was submitted to Certegy during a payment transaction, any birth year used in transactions related to the account and routing number during a ********************** transaction will populate on the ****. A review of the transactions determined that on March 29, 2024, Dollar General requested authorization for a $20.26 check, using 10/8/1997 as the date of birth. The year of birth will not affect Mr. ******* check writing or cashing privileges at any of our clients locations. Additionally, the Outstanding Items section is used for claims that have been reported to Certegy. Since no claims have been received, no information is on file.

We researched *********************** transactions at Dollar General on July 1, 2024, for $74.42, and on March 29, 2024, for $20.26 and determined that one of the contributing factors prompting our decline recommendation was that the transactions fell within the risk parameters we were monitoring for our client and there was no check writing history associated with the routing/account number in our system in the past 13 months. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

However, we do understand ******************** concerns and we have added his identifiers to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help ****************** with future transactions that are routed to Certegy for processing.

If ****************** should have any questions or need further assistance, he can contact the **************************** at ************.

Sincerely,

****************************
******************************************* **********************, LLC
Initial Complaint
07/09/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a circumstance that keeps going in circles with the agency. They are stating that I owe money for a hair appointment where the merchant did not show to the appointment. I understand that the money I have paid is non refundable. My issue is I do not owe any more money when the merchant did not provide the service. I have submitted a print out of screenshots and emails showing the merchant change the appointment she is claiming and then did not show. I will also attach here.
Business response
07/18/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

July 18, 2024

****** PILES
*****************************************************************

Re:      BBB Complaint Case Number #******** TAIWAN PILES
           Certegy Case Number 728528

This is written response to the above reference complaint.
To provide some background, Certegy Payments Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through retail practices of check acceptance. For some clients involved in these transactions, Certegy may assume payment responsibility should an authorized transaction be dishonored by the check writers bank. When a check is returned unpaid, it is forwarded to Certegy, who in turns purchases the check and initiates collection actions through a collection agency.

Using the information provided by our client, Vagaro (The Luxe Experience Beauty Brand), Certegy authorized a BuyNow, PayLater transaction in the amount of $100.00 on March 8, 2024 . The BuyNow, PayLater transaction was divided equally into $25 payments due every 2 weeks. The first 2 installments were paid on March 11th and March 25th, respectively. When the third and fourth payments were returned by the financial institution as Stop Payment, the returned items entered our files on April 11 and April 25, 2024, as claims ******** and ********. The claims were then forwarded to a collection agency, First Source.
On April 26,2024, ************ contacted First Source and was transferred to Certegy, where she stated that the service was never executed, and she should not owe additional money. On May 1, 2024, Certegy received the dispute notification forwarded to us by First Source, wherein Certegy initiated a dispute under the Fair Credit Reporting Act 611 on her behalf. On May 17, 2024, Certegy sent notification to ****** to verify the status of the claims. On May 27, 2024, the merchant responded that the consumer never appeared for the appointment and advised that all deposits are non-refundable as stated on their website. Therefore, Certegy sent an accurate letter to Ms. ***** as results of the dispute investigation.

On June 3, 2024, ************ contacted Certegy to check the status of the dispute, at which point she was informed the dispute was closed. Ms. ***** disputed the information provided by the Vagaro merchant and as a result another dispute was opened for claim ********. On July 1, 2024, Certegy sent notification to ****** to verify Ms. ***** claim that the service was never executed. The furnisher did not respond to our request within the required timeframe; therefore, the disputed information was removed from her file. Certegy sent a letter to Ms. ***** as a result of the investigation of the dispute.
Certegy researched claim ******** to confirm the claim has been updated to resolved status. Certegy considers the above referenced transaction as cleared and the claim has been satisfied within our system.

On July 5, 2024, ************ contacted Certegy to check status of claim ******** at which point she was informed the dispute was accurate and closed. Ms. ***** disputed the information provided by the Vagaro merchant and a new dispute was opened. On July 11, 2024, Certegy sent notification to ****** to verify the status of the claim. Certegy has not received a response, but will send a letter with the results at the conclusion of the dispute investigation.

If Ms. ***** should have any questions or need further assistance, she can contact the **************************** at ************.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
07/18/2024

Complaint: 21945815

I am rejecting this response because:
The part where I sent proof to both parties showing the merchant was the one that did not appear to the appointment is missing.
I even attached the documents to the complaint.
Sincerely,

Taiwan Piles
Business response
07/24/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

July 24, 2024

****** PILES
*****************************************************************

Re:      BBB Complaint Case Number ******** TAIWAN PILES
           Certegy Case Number 733060

This is written in response to Ms. ***** rebuttal.
Using the information provided by our client, Vagaro (The Luxe Experience Beauty Brand), Certegy authorized a BuyNow, PayLater transaction in the amount of $100.00 on March 8, 2024. The BuyNow, PayLater transaction was divided equally into $25 payments due every 2 weeks. The first 2 installments were paid on March 11th and March 25th. When the third and fourth payments were returned by the financial institution as Stop Payment, the returned items entered our files on April 11 and April 25, 2024, as claims ******** and ********. The claims were then forwarded to a collection agency, First Source.
As disclosed in our previous response dated Jul 18, 2024, Certegy researched claim ******** to confirm the claim has been updated to resolved status. Certegy considers the above referenced transaction as cleared and the claim has been satisfied within our system and Certegy sent a dispute notification to the Vagaro Merchant to verify the status of the remaining claim ********.
On July 5, 2024, ************ contacted Certegy to check status of claim ******** at which point she was informed the dispute was accurate and closed. Ms. ***** disputed the information provided by the Vagaro merchant and a new dispute was opened. The information that Ms. ***** provided in place of proof was a screenshot of text messages changing the appointment to Saturday, March 30, 2024 at 9:00am and 9:05am. This information is insufficient to indicate complete fault with the merchant as such the need to verify the information with the merchant is required. On July 11, 2024, Certegy sent notification to ****** to verify the status of the claim. Certegy has not received a response, and upon receiving a response a resolution letter with the results of the dispute investigation will be mailed.

We empathize with Ms. ***** situation, and we apologize for any inconvenience that this has caused. If she should have any questions or need further assistance, she may contact the ************************ at ************.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
07/24/2024

Complaint: 21945815

I am rejecting this response because: I am not at fault and should not be responsible for the merchant nor showing to the appointment. I wasted time, energy, gas, and money. My hair was not done Easter Sunday because of the merchant.

The empathy is appreciated but I should not have to pay for a service that was not rendered.

Sincerely,

Taiwan Piles
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I always cash my printed payroll checks at ****** in *********** ******* and Friday June 14th and sat June 16th I tried cashing the same employer payroll check and was denied and they are saying they can't verify funds and my company is a billion dollar construction company ********************* so they are not giving me a reason really for denial and I have no other way to cash my checks the amount for both my checks were one for ******* and other is for ****** I mean what is the real reason for this denial they don't have a live person and automated said an error was coded please retry the transaction so went in on st SAME THING *** IM GETTING REALLY INPATIENT THEY ATE FRUAD AND ARE RUINING PEOPLES LIVES
Business response
06/21/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

June 21, 2024

***********************
5880 ***** CT
************, IN 46151

Re: BBB Complaint Case Number ******** ***********************
Certegy Case Number 717585

Dear Consumer:

This is written in response to the above referenced complaint.
Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transaction (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risks for our client is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions that were recently accepted and turned out to be fraudulent. It is then up to the merchant to determine whether they wish to take the risk of accepting the Payment. This service enables many of our clients to continue to offer Payments and cashing options that might not otherwise be available without protection from exposure to potential losses.
We researched our files for both transactions at Krogers for $119.63 and $1,126.58 on June 14, 2024. Our records show that Certegy transmitted approval recommendations for the $1,126.58 and $119.63 transactions on the first attempt. When the transactions were transmitted again multiple times, Certegys system declined the transactions, recognizing that the checks had been previously approved. Certegy is unable to remove the previous approvals, therefore further attempts to cash this check at Certegys merchant locations will receive decline recommendations. We suggest that you deposit the check or request the payor to issue a new check.
We apologize for the inconvenience that this has caused. For any questions or further assistance, he can contact the ************************ at ************.
Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
06/06/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On about 3-31-24 a check stolen out of my mail box for a payment to another company was washed-altered and used to purchase $1710.00 worth of merchandise from Lowes hardware in Lumberton Nc.On 4-5-24i noticed in my checking account this ******************** and verified with my bank.I went directly to Lowes hardware and notified them of the forged check usage and they were unaware of it.I then called the Lumberton PD and filled a report.Approx 10 days later I got a letter from Certegy claiming they were investigating me for forgery.I was sent a affidavit to fill out get notarized an return to them which I did along with a copy of the police report,a copy of the forged check,a copy of my drivers license.On May 3rd I received 2 letters from them 1 dated May 24 the other May 28.The letter from the 24th stated receipt of my materials but claiming I didnt include my DL which I did.The letter from the 28th stated they had done a investigation and they determined I was at fault,even though Im the theft-forgery victim.I called them to try and figure ther logic out and was told my info I sent them was not in there computer system even though they acknowledged receipt of it.I was told that I would be reported to the credit bureaus as the guilty party???? I have maintained a exemplary credit score for 50+ years and dont need it ruined by this joke of a company.I was informed on 6-5-24 by the Lumberton PD the individual has been identified and a warrant is being issued for his arrest.His listed residence is in ***************** unbelievably I need help as the victim of this crime.
Business response
06/12/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

June 12, 2024

***************************
5307 WHITE OAK DR
*********, NC 28358

Re:      BBB Complaint Case Number ******** ***************************
           Certegy Case Number 714075

This is written in response to the above referenced complaint.

To provide some background information, Certegy Payment Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through the retail practice of check acceptance. For some clients involved in these transactions, Certegy may assume payment responsibility should an authorized transaction be dishonored by the check writers bank. When a check is returned unpaid, it is forwarded to Certegy, who in turns purchases the item and initiates collection actions through a collection agency.

Using the information provided by our client, Lowes on March 31, 2024, Certegy authorized check number 1601 in the amount of $1,710.96. The financial institution returned the check as Non-Sufficient Funds and the returned item entered our files on April 12, 2024, as claim 64287603.

On April 29, 2024, ********************** requested that check number 1601 listed above be disputed as fraud, asserting that he did not write the check and that ************************* was not responsible for reconciling the funds that were owed. Certegy sent an affidavit to ********************** on May 1, 2024, along with a letter, asking that the affidavit be completed and notarized with a legible copy of his drivers license to verify that the ******************** was fraud. On May 20, 2024, Certegy received a completed affidavit, however the legible copy of his drivers license was not included, therefore on May 24, 2024, Certegy sent a letter requesting a copy of ********************** drivers license. We did not receive a response from ************************* in the allotted timeframe for disputing items, therefore correspondence was mailed on May 28, 2024, with the results of the investigation.

In response to ********************** complaint, Certegy initiated a second fraud dispute on your behalf. Once the requested information is received, a legible copy of your drivers license, we will promptly ********************** our investigation. The copy of the driver license will permit ********************** to review the claim information and remove Mr. ********** identification from the fraudulent claim. The disputed item will continue to be reported as unresolved on our Consumer File Disclosure Report until the investigation is completed, which could affect check writing and cashing privileges at any of our merchant clients locations but will be removed from your consumer file if our investigation confirms the item to be fraud.

Furthermore, our services will not have any impact on Mr. ********** credit score. Certegy does not report information to any credit bureaus in the course of our business and we do not have access to Mr. ********** credit file. If ************************* should have any questions or need further assistance, please contact the ************************ at ************

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
06/19/2024

Complaint: 21812708

I am rejecting this response because:

Sincerely,

***************************
I have been advised by legal counsel that providing a police report and notarized affidavit provided by them along with a copy of the altered check with the individuals South Carolina ID and phone number is sufficient.The individual has been identified and a arrest warrant has been issued for the individual.I have also spoken to the Florida ************************ and they have substantiated that the information I have provided is sufficient and should I need further assistance from them to reach out.
Business response
06/26/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

June 26, 2024

***************************
5307 WHITE OAK DR
*********, ** 28358

Re:      BBB Complaint Case Number ******** ***************************
           Certegy Case Number 714075

This is written in response to the above referenced complaint rebuttal.

In response to Mr. ********** rebuttal, Certegys dispute process regarding fraudulent transactions is to request a complete notarized affidavit and legible valid drivers license to investigate when the fraud is on a consumers personal account. Neither the affidavit nor police report received included this information. Since the fraud is associated with Mr. ********** identifiers (drivers license and bank account), we are requesting a legible copy of his identification. If you wish, you may mail the copy to the address above or fax it to ************. Once this information is received, we will promptly complete the investigation.

The dispute will remain open for 30 days from the date Certegy received the complaint. The disputed item will continue to be reported as fraudulent during the investigation, which could affect check writing and cashing privileges at any of our merchant clients locations. However, his identifier will be removed from Certegys files if our investigation confirms the item to be fraudulent. If Certegy receives any additional information after the 30-day timeframe from **********************, then we will open and complete a new investigation.

We empathize with ********************** and apologize for any inconvenience that this has caused. If he should have any questions or need further assistance, he may contact the ************************ at ************.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
06/28/2024

Complaint: 21812708

I am rejecting this response because:As previously stated they have the guilty parties DL # and phone #.If I can in conjunction with local PD identify who he is Im sure they can also.The whole purpose of a police report is to identify a crime and who the suspect or suspects are.We have provided them with this information.

Sincerely,

***************************
Initial Complaint
06/03/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to ******* a couple of weeks ago to cash a 401(k) Withdrawal check and was told the transaction was declined. This company is actually running a credit report without my consent. Consumers are not informed this will happen. There is no disclaimer regarding this check cashing practice. I tried to cash a check, not apply for credit! The sign in the ************ says Check Cashing!
Business response
06/07/2024

Certegy Payment Solutions, LLC
PO Box 908
***************************

June 7, 2024

*************************
***** MENDOTA ST
*****************

Re:      BBB Complaint Case Number ******** *************************
           Certegy Case Number 712419

This is written in response to your recent complaint.

To provide some background information, Certegy Payment Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through the retail practice of payment acceptance. For some clients, Certegy assumes payment responsibility should an authorized transaction be dishonored by a check writers bank.

Unfortunately, we were unable to research your complaint or locate any data in our system based on the information provided. Without additional information to research the transaction we are temporarily unable to complete your request. In order to provide assistance, please provide the following information:

Drivers License Number            ______________________________________

State of Issue                            ______________________________________

Bank Account Number               ______________________________________

Bank Routing Number                ______________________________________

Social Security Number             ______________________________________

This information may be provided by mail at the address listed above in our letterhead, by fax at ************, or by telephone at ************.

Once this information is received, we will be able to research the information and respond accordingly.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
05/21/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Certegy Payment Solutoons is being claimed a client by FIRSTSOURCE ADVANTAGE LLC, ********** that sent me a letter claiming they paid ************************** $68 to cover "You made a payment to WWR on April 29, 2024 which was returned unpaid. Certegy Solutions LLC has paid Wild West. Certegy is now owner of this debt and is out client."THIS IS ALL A SCAM by a ******************** No such payment, no accurate bank info, time interval 04/29-05/07 unrealistic, and visibly odd formulation. PLEASE, ADDRESS THIS ISSUE BEFORE PEOPLE GET SCAMMED. Issue a letter to me that I have no debts to you/"FirstSource".
Business response
05/29/2024

Certegy Payment Solutions, LLC
PO Box 908
***************************

May 29, 2024

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

, ********

Re:      BBB Complaint Case Number ******** *********************************
           Certegy Case Number 706659

This is written response to the above reference complaint.

To provide some background, Certegy Payments Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through retail practices of payment acceptance. For some clients involved in these transactions, Certegy may assume payment responsibility should an authorized transaction be dishonored by the check writers bank. When a transaction is returned unpaid, it is forwarded to Certegy, who in turns purchases the check and initiates collection actions through a collection agency.

Unfortunately, we are unable to address your concerns without your full address and identifiers used in the transaction, as they were not included in your submission. Certegy uses your address to create a consumer profile, for tracking and responding to your request. We are unable to use a partial address and/or email address for this function. Without the identifiers used in the transaction, we are unable to research the complaint. Once the information is received, we will review and respond accordingly.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
05/30/2024

Complaint: 21732385

I am rejecting this response because: please, review your records for ************************************, ***********************************

Sincerely,

*********************************
Business response
06/06/2024

Certegy Payment Solutions, LLC
PO Box 908
***************************

June 6, 2024

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

Re:      BBB Complaint Case Number ******** ************************************
           Certegy Case Number 711453

This is written in response to your recent complaint.

To provide some background information, Certegy Payment Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through the retail practice of payment acceptance. For some clients, Certegy assumes payment responsibility should an authorized transaction be dishonored by a check writers bank.

In our prior response, Certegy requested that you provide your full address and identifiers that were used in the transaction so that we may research your complaint. Unfortunately, we did not receive your identifiers, therefore, we are unable to research your complaint or locate any data in our system based on the information provided. Without additional information to research the transaction we are temporarily unable to complete your request. In order to provide assistance, please provide the following information:

Drivers License Number            ______________________________________

State of Issue                            ______________________________________

Bank Account Number               ______________________________________

Bank Routing Number               ______________________________________

This information may be provided by mail at the address listed above in our letterhead, by fax at ************, or by telephone at ************.

Once this information is received, we will be able to research the information and respond accordingly.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
06/07/2024

Complaint: 21732385

I am rejecting this response because:
In your message you are requiring for personal confidential information.
Insteaf, please, provide the invoice and all the data your firm received from the purported complainant to justify contacting me. I spoke with the vendor and they received my payment timely, acknowledged no complaint.

Sincerely,

*********************************
Business response
06/13/2024

Certegy Payment Solutions, LLC
PO Box 908
****************************

June 13, 2024

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

Re:      BBB Complaint Case Number ******** ************************************
           Certegy Case Number ******

This is in response to the above referenced rebuttal.

We apologize for any inconvenience that this matter has caused; however, we are unable to research ************************* complaint without the provision of the requested identifiers. As we previously stated, transactional information is stored and referenced in our system using the consumers drivers license/state issued identification number, financial institution routing and account numbers, and Social Security Number (SSN), not by name or address. While we understand ********************** concern in providing this information, in order for us to research her transaction(s), we are asking that she please provide the information below, as applicable:

Drivers License or ID number ______________________________________

State of Issue ______________________________________

Bank Account Number ______________________________________

Bank Routing Number ______________________________________

This information can be provided by calling us toll-free at ************ or by responding to us at the address listed above. Please include the Certegy Case Number ******, this will assist our agents in researching ********************** complaint. Once the information is received, we will be able to research your concern and respond accordingly, as we are eager to resolve this matter. We ensure that the information being requested is for research purposes to better assist in responding to your complaint.

If ********************** should have any questions or need further assistance, she can contact the **************************** at ************.

Sincerely,

****************************
******************************************* **********************, LLC
Customer response
06/16/2024

Complaint: 21732385

I am rejecting this response because I HAVE COMMUNICATED WITH THE WEBSITE PROVIDER AND THEY HAVE RECEIVED ALL THEIR PAYMENTS. I have never been contacted by the company that Certegy claims it is serving -- so this claim makes no sense.
I WILL REPORT THIS ISSUE AS A SCAM TO THE CONSUMERS' PROTECTION AGENCIES.

Sincerely,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforCertegy Payment Solutions, LLC

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary