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Initial Complaint
01/09/2025
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 attempted to make a purchase with a check on 26DEC24 at **********, Pinnacle at ************, ***************************************** (PH: ************). My check was denied when it was checked by:Certegy Payment ************** ********************************** PH: ************** I have had this checking account for over 40 years and am on check number 9052, with well over $40,000 in my account. I can write and cash checks anywhere except where the check has to be cleared by Certegy. Certegy refuses to tell me why they deny my checks. I want Certegy to explain why they deny my checks and to correct all seemingly wrong information they may have on me
Business response
01/14/2025

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

January 14, 2025

******* READY
133 ITAWA TRL
VONORE, TN 37885

Re:      BBB Complaint Case Number ******** ******* READY
           Certegy Case Number 810511

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
Customer response
01/24/2025

Complaint: 22785827

I am rejecting this response because:
I am not giving all my sensitive and/or protected information to the company. The last time i did, someone immediately tried to fraudulently open two **************** credit cards in mine and my wife's name. Plus, I highly doubt that everyone who wants to use a check at a business supported by this company has to first provide all their sensitive and/or protected information.
It should be the company's onus to protect the business by doing the proper research on their end; not making the consumer "subscribe" to their service by providing sensitive and/or protected information. I have the highest credit ratings, a substantial balance in my checking account, and have been with the bank for over 40 years (on check number 9068)
If this company continues to keep me on their "do not accept checks list" for no reason other than that I will not provide my sensitive and/or protected information- I will simply notify the compagnies that use their service that I will no longer do business with them
Sincerely,

******* Ready
Initial Complaint
12/27/2024
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.
Certegy harassed me for money i do not owe and asked for sensitive information to supposedly resolve this case. dealing with them is a nightmare and I think they just want to wear people out before they just give them $25 they don't owe instead of providing them with their drivers license number and bank routing information as they say they can not pull up an account without it, even though they provide you with a claim number. they say they can not pull up the claim number they provide themselves for money I did not owe unless I give them my state id number, full address, and bank and routing number.
Business response
01/02/2025

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

January 2, 2025

***** *******
*************************
INDEPENDENCE, MO 64055

Re:      BBB Complaint Case Number ******** ***** *******
           Certegy Case Number 805786

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 response to your complaint, our agents must authenticate any consumer that contacts Certegy. In cases of a consumers telephone call, we request personal information (bank routing / account number and/or drivers license number) from the consumer to compare the information to our records. If the information provided does not match our records, we are unable to authenticate the individual, therefore Certegy is unable to share the information. The authentication steps are performed to prevent a consumers personal information being shared with an unauthorized individual.

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 respond to your complaint. 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 ************, please reference the Case ID# ******.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
12/20/2024
Complaint Type:
Sales and Advertising 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.
They declined 3 of my state checks
Business response
12/27/2024
Certegy Payment Solutions, LLC
PO Box 908
************************

December 27, 2024

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

Re:      BBB Complaint Case Number ******** ****** ******
           Certegy Case Number 801479

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                            ______________________________________

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
**********************
Initial Complaint
12/09/2024
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 am trying to cash a check and they are not allowing me to because I owe someone else money, I they are a collection agency trying to force me to pay by not allowing me to cash my check
Business response
12/16/2024

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

December 16, 2024

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

Re:      BBB Complaint Case Number ******** ******* *****
           Certegy Case Number 796332

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                            ______________________________________

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 ************, please reference Case ID#******.

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

Sincerely,

Customer Care Department
**********************
Initial Complaint
11/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Sept 17, 2024 I gave a valid H333533313234**3834H to Staples. The man clerk didn&#**;t put it in the system correctly and was told to put it in again and it was accepted. The H333533313234**3834H was not returned, it just wasn&#**;t put in the system properly. It was H333533313234**3834H #**** drawn on ********. the H333533313234**3834H was charged to my account twice. *** returned the second charge of $87.19 to me. I was inadvertently charges by H31343133**3737363030H for a returned H333533313234**3834H fee of $30.00 which should never have happened. H333630**30**36363232H has refused to return the $30.00 to my account. On Sunday, November 17, 2024 my friend, ******** talked to *** at H333630**30**36363232H and said he would file a dispute which would take 30 days or less. I look forward to a solution in my favor.
Business response
12/02/2024

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

December 2, 2024

******** ****
********************
**********, AL 35801

Re:      BBB Complaint Case Number ******** ******** ****
           Certegy Case Number 790654

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 check 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, Staples, on September 17, 2024, Certegy authorized check number 1184, in the amount of $87.19. Staples converted the paper check to an electronic check and deposited the amount into their account. The electronic check was returned by the financial institution as Refer To Maker, and the returned item entered our files on October 4, 2024, as claim ********.

On November 4, 2024, Ms. **** disputed the service charge fee. The service charge was not waived, and Certegy mailed a resolution letter advising of the outcome.

On November 17, 2024, Ms. **** contacted ************* to dispute the service charge fee again. Upon receiving Ms. ***** complaint, which included a copy of the bank statement showing the double debit to her account, ********************** researched claim ******** and waived the service charge fee on November 25, 2024, and processed a refund for the service fee that was mailed on November 27, 2024. Certegy considers the above referenced check as cleared and the claim has been satisfied within our system.

Furthermore, we will send a new consumer file disclosure report, which includes all transaction information that we have on file related to the identifier provided. Ms. **** should receive her report within 15 calendar days. The returned item described in this letter will be included, but it will be reported as Resolved. This means that it will not cause denial of check writing privileges.

We understand the returned item was caused by a processing error, not a fault of Ms. ***** and apologize for the inconvenience that this has caused. If Ms. **** should have any questions or need further assistance, she can contact the ************* Department at ************.

Sincerely,

************* Department
******************************************* **********************, LLC
Customer response
12/08/2024

Complaint: 22588359

I am rejecting this response because I have not yet received the check that Certegy Payment Solutions, LLC says that they sent on 11/27/2024. Once I receive the check, I will resolve the issue. Since this is before 12/13/2024 this response is within the 10 day calendar limit.

Sincerely,

******* ****
Business response
12/16/2024

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

December 16, 2024

******** ****
********************
**********, AL 35801

Re:      BBB Complaint Case Number ******** ******** ****
           Certegy Case Number 798031

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

Our records show that the $30.00 service charge was debited from Ms. ***** account on October 19, 2024, for claim ********. On November 27, 2024 we completed the dispute of the service charge in Ms. ***** favor, waived the fee and notified her by mail. We also requested that our accounting department issue a refund check in the amount of $30.00. Our accounting department has confirmed that the check was processed and mailed December 13, 2024, to the above address.

*********** have further questions, please do not hesitate to contact our ************************ at
************.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
01/15/2025
Please see attached.
Initial Complaint
11/20/2024
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.
Hello I went to ******'s to present a check and was turn down from my employer and then my personal check. I had been writing checks with no issue at all but now I have been getting decline after decline. I requested for my file report from them I received it with nothing negative on it. I called them and she was reading a script which meant nothing to me she had no valid reason for the decline
Business response
11/25/2024

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

November 25, 2024

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

Re:      BBB Complaint Case Number ******** ****** ****
           Certegy Case Number 788964

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
**********************
Customer response
11/26/2024

Complaint: 22581570

I am rejecting this response because: You can research that information by my name. However for the identification please refer to your tracking number ********** from a notice file report that your company sent me. All my identifiers are listed there.. dated 9/12/24

Sincerely,

****** ****
Business response
12/02/2024

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

December 2, 2024

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

Re:      BBB Complaint Case Number ******** ****** ****
           Certegy Case Number 791461

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 Ms. Hills recent transactions at ****** on September 9, 2024, September 26, 2024, and November 6, 2024, for $3,000.00, $3,160.00, and $2,800.00, respectively, and determined that one of the contributing factors prompting our decline recommendations was that the transactions fell within the risk parameters we were monitoring for our client and there was limited history associated with the identifiers in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

However, we do understand Ms. Hills concerns and we have added her 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 Ms. **** with future Kroger transactions that are routed to Certegy for processing.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
11/19/2024
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.
Request ID: ****** ********************* Certegy Payment Solutions is trying to collect money for a ******* account that was not renewed and was cancelled. I spoke with GoDaddy and they resolved the issue and they said there was nothing further they needed and the issue was resolved as the business is closed and there were no products renewed and services were not rendered. Certegy Payment Solutions is still trying to collect $205.18 from me and calling me for this. I spoke with them on the phone and let them know the information. **** (Employee: ******) would not get a supervisor on the line with me. She could not tell me the date that GoDaddy said the account was cancelled. Although, she did say they said it was cancelled. She said that she couldn't resolve the issue. They are continually harassing me about this, when it should be resolved and are trying to just get a money grab. This billing needs to be adjusted on their end to a zero balance, as we never received services for the amount they are trying to collect on.
Business response
11/25/2024

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

November 25, 2024

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

Re:      BBB Complaint Case Number ******** ****** ********
           Certegy Case Number 788543

This is written response to the above reference complaint.

To provide some background, Certegy Payments Solutions, LLC (Certegy), is a check and ACH 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 payment 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, Go *********, Certegy authorized an Automatic Clearing House (ACH) transaction in the amount of $205.18 dated October 11, 2024. The transaction was returned by the financial institution as Closed Account and the returned item entered our files on October 17, 2024, as claim ********. The claim was forwarded to a collection agency, First Source.

On October 18, 2024, Ms. ******** was transferred from First Source and spoke with an agent, wherein a dispute was initiated under the Fair Credit Reporting Act 611 on Ms. ********* behalf. Certegy sent notification to the merchant, GO DADDY to verify Ms. ********* claim that she no longer utilized the service and the service had expired. GO DADDY responded that no cancellation was received prior to the auto renewal for 1-year. On November 5, 2024, Certegy sent a letter to Ms. ******** with the result of the dispute investigation that the claim was accurate.

On November 18, 2024, Ms. ******** contacted Certegy regarding claim ******** and at her request, Certegy has initiated a second dispute.  As a part of the second dispute, Certegy is providing a copy of this complaint to GO DADDY. *************** has additional information or documentation, such as a receipt for the cancellation of services, she can mail or fax them to our office, and we will provide the information to the merchant to assist in the investigation. At the conclusion of the second dispute investigation, Certegy will send a letter to *************** with the results.

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

Sincerely,

************************
**********************
Customer response
12/01/2024

Complaint: 22572902

I am rejecting this response because:
This matter is not resolved. I have attached a letter that was faxed to Certegy today (12/1/2024) in response to their response/letter received about this matter that was dated 11/25/2024.
Along with the faxed letter there are screen shots and evidence to prove that the transaction that is in dispute should have never been tried to be an ACH transaction. If there was some kind of ACH transaction that was still attempted, the matter still would be resolved with the "Standard Refund Terms" of GoDaddy Annual Plans.

Sincerely,

****** ********
Business response
12/09/2024

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

December 9, 2024

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

Re:      BBB Complaint Case Number ******** ****** ********
           Certegy Case Number 793694

This is written response to the above reference complaint.

To provide some background, Certegy Payments Solutions, LLC (Certegy), is a check and ACH 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 payment 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, Go *********, Certegy authorized an Automatic Clearing House (ACH) transaction in the amount of $205.18 dated October 11, 2024. The transaction was returned by the financial institution as Closed Account and the returned item entered our files on October 17, 2024, as claim ********. The claim was forwarded to a collection agency, First Source.

On October 18, 2024, Ms. ******** was transferred from First Source and spoke with an agent, wherein a dispute was initiated under the Fair Credit Reporting Act 611 on Ms. ********* behalf. Certegy sent notification to the merchant, GO DADDY to verify Ms. ********* claim that she no longer utilized the service and the service had expired. GO DADDY responded that no cancellation was received prior to the auto renewal for 1-year. On November 5, 2024, Certegy sent a letter to Ms. ******** with the result of the dispute investigation that the claim was accurate.

On November 18, 2024, Ms. ******** contacted Certegy regarding claim ******** and at her request, Certegy initiated a second dispute.  As a part of the second dispute, Certegy provided a copy of this complaint to GO DADDY.

On December 2, 2024, Certegy received updated documentation from the consumer. Utilizing this information Certegy cleared claim ******** on December 3, 2024, and sent Ms. ******** written confirmation of the claim cancellation.

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

Sincerely,

************************
**********************
Initial Complaint
11/14/2024
Complaint Type:
Order 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 TELLS ******'S NOT TO CASH US GOV ***** SOCIAL SECURITY ************************** BEEN CASHING IT @ ******'S FOR YEARS! I HAVE NO BANK ACCOUNTS & I HAVEN'T HAD ANY CREDIT CARDS SINCE 1980,s & PAID OFF MY BRAND NEW 2013 **** F150 LOAN OFF IN LESS THEN 6 MONTHS OF OVER ************** RECENTLY BOUGHT A DOUBLE WIDE @ $20,000 IN 2023 & PAID IN FULL & HAVE CLEAR TITLE ($10,000 TO EACH OF MY BROTHERS! THERE 1/3 OF EACH OF MY MOM,S HOME AFTER HER DEATH IN WHICH I TOOK CARE OF HER AS SHE WAS DYING STAGE 4 LUNG ********** ALSO WAS TAKING CARE OF MY SISTER WHO ALSO DIED FROM CANCER IN 2022... I PAY MY BILLS "INCLUDING DURING COVID-19 I PAID MY RENT & LEGALLY DIDN'T HAVE TO & COULD OF LIVED THERE FOR FREE..????" BUT I DIDN'T DO THAT & PAID MY RENT IN CASH AS LANDLORD WANTED SINCE OTHER RENTERS WASN'T PAYING RENT!!! & I KEPT MY LANDLORD A ************ STILL OWN THAT PROPERTY BECAUSE OF ONLY ME PAYING MY RENT DURING COVID-19... BOUGHT A MOTORCYCLE IN 2017 & PAID IT OFF IN LESS THEN 6 MONTHS & HAVE CLEAR TITLE ON IT... THERE,S LOT'S OF PEOPLE WITH MY ********** SURE CERTEGY HAS ME & ANY OF THEM MIXED UP..? I BEEN ARRESTED & LATER CHARGES DROPPED BECAUSE OF A NAME MIX UP GOING BACK TO 1980,s TO 2020 & FINGER PRINTS, DNA ETC HAVE CLEARED ME..? I NOT FIXED BY JAN.1st 2025 I WILL $UE CEO FOR 37 MILLION & CERTEGY CLASS ACTION FOR 37 BILLION & DESOLVE IT!!! I,M A SIMPLE MAN & JUST LIKE MY **************** I,M SLOWLY DYING FROM CANCER & DON'T NEED THIS HEADACHE!!! IT'S A GOT DAM SOCIAL SECURITY CHECH I,M CASHING!!! & I,M NOT WRITTING ANY CHECKS!!! EVER!!! SHORTY MOVIE ABOUT IT IN THE ***************** WAS IN ***** & GAVE ME INFO, CONTACT'S ETC & IF THIS ISN'T FIXED BY JAN 1st 2025 SHORT MOVIE PROJECT ABOUT CERTEGY WILL B MADE & LET EVERYBODY AROUND THE ***** KNOW JUST WHAT KIND OF $AM YOUR RUNNING & PROFITTING OFF OF IT....***** E. ****** ******** OHIO *****
Business response
11/18/2024

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

November 18, 2024

***** E. ******
359 BLACK GOLD DR
********, OH 45030

Re:      BBB Complaint Case Number ******** ***** E ******
           Certegy Case Number 786053

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                            ______________________________________

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
**********************
Initial Complaint
11/04/2024
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.
11/04/2024, complaining as their system half the time accepts checks that I receive from a large accredited college in the state and half the time they refuse to accept the checks. They give no reason as to why they declined it instead giving me a number to call that is just a stupid computer that also gives no reason as to why, it does nothing but give you a run around it wont give you a person to talk to either and if you request a person it hangs up on you and the same goes for any number they provide. Lousy customer service.
Business response
11/08/2024

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

November 8, 2024

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

Re: BBB Complaint Case Number ******** ******* *****
Certegy Case Number 782308

This letter 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 ************* transaction at ******* on November 4, 2024, for $2,351.00, based on the reference number provided with the complaint. We determined that 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 limited check cashing history associated with the identification number in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

However, we understand Mr. ****** concerns and have added his 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 Mr. ***** should have any questions or need further assistance, he can contact the **************************** at ************.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
10/15/2024
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.
8-9-24 , 8-20-24 , 8-20-24 I cash one check and went to cash others but was declined. I fax them for their file report, I received it but no reason why they won't cash my checks I called them for the reason but was told they can't give the reason why
Business response
10/21/2024

October 21, 2024

****** *****
PO BOX 281
************, ********

Re:      BBB Complaint Case Number ******** ****** *****
           Certegy Case Number 773843

This letter 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. ****** transactions at ******* on August 9, 2024, August 20, 2024, and October 6, 2024 for $1,862.44.00, $1,761.46, and $1,990.09, respectively, and determined that the contributing factors prompting our decline recommendations were that the transactions fell within the risk parameters we were monitoring for our client and there was no prior transaction history, associated with the identification number provided, in our system for the last 13 months.

However, we do understand Mr. ****** concerns and we have added his 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 Mr. ***** with future transactions that are routed to Certegy for processing.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
11/02/2024

Complaint: 22423202

I am rejecting this response because: Im still being denied and i would like to know why

Sincerely,

*** *****
Business response
11/08/2024

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

November 8, 2024

****** *****
PO BOX 281
************, ********

Re:      BBB Complaint Case Number ******** ****** *****
           Certegy Case Number 782310

This letter 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, Certegy assumes payment responsibility should an authorized check be dishonored by a check writers bank.

Merchants take certain risks when accepting checks. By providing this service, many of Certegys clients can continue to offer check writing and check cashing options in most cases, which otherwise may not be available to their customers. The potential risk factors that we monitor for our client locations vary by client and location, and in order to protect both consumers and retailers against losses from fraudulent activity, we must keep the guidelines that we use when issuing an approval or decline recommendation for a transaction proprietary. If Certegy were to disclose those confidential, proprietary guidelines, it would seriously diminish our ability to prevent any type of fraudulent activity.

Our records reflect the last transaction that we received an authorization request for was on October 6, 2024, for $1,990.09. Certegys response dated October 21, 2024, to Mr. ****** initial BBB complaint, we explained that we had added his identifier to a positive file, which would increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation it would help Mr. ***** with future transactions.

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

Sincerely,

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

Customer response
11/10/2024

Complaint: 22423202

I am rejecting this response because: was turn down again on 11/9/2024 ref # ********** and i still don't know why You mention  no prior transaction history, associated with the identification number provided, in our system for the last 13 months. How can one have a history if your aways turned down Also i need to know why ?????????

Sincerely,

*** *****

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