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Initial Complaint
02/05/2025
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 purchased a service using Vegaro via Certegy using a Pay In Four payment plan. Unfortunately, the information for my bank account was entered incorrectly. I was unaware until after the third payment was due. I attempted to go back into their website/system and update my information so I could, 1) ensure the missed payments were caught up and 2) the future payments were able to go through. They have no way for a customer to see if their information is correct, no way to change the information, no way to update a form of payment. When you call the number listed as their contact, there is no way to speak to a human, and no way to update payment information via the automated teller. So basically you are screwed if any of your information is incorrect. You will be sent to collections, which their collections department is connected to them. Its not a separate entity.
Business response
02/06/2025

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

February 6, 2025

****** *******
***************************************> ******, MI 48429

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

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                ______________________________________

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 #****** to assist the agent in identifying your original complaint.

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

For Certegys buy now, pay later product, were unable to make modifications to the scheduled payments once they have been approved. For future purchases, you will need to reenroll. To pay for the outstanding claims, you can contact First Source to make a payment. First Source is a separate entity that performs collections on Certegys behalf.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
02/03/2025
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 tried to enroll my city utilities payment in their autopay system and received a rejection that a third party verification system rejected my request. The phone number I attempted to call would not go through to a live person. After calling a different, non-consumer phone number, I was able to get to a live person who transferred me to a different line for consumers with live people. The *** I spoke with said the rejection was due to their "Risk Factor" model and that she could mail me (in 15 days) my ***ort. But the catch is, there is no way to dispute it since the "Risk Factor" model is a black box and no one is allowed to know why it rejects any accounts. So now I am unable to link my account for auto pay for my city utilities. The real kicker is that my city has been drafting my bill from this same account for over a year now, but this new system that uses Certegy is rejecting it.
Business response
02/05/2025

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

February 5, 2025

***** ****

, OH 43130

Re: BBB Complaint Case Number ******** ***** ****
Certegy Case Number 819408

This is written in response to your recent 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 on January 30, 2025, for $1.00 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. Further research determined that a prior transaction on January 25, 2024, received a decline recommendation based on our third-party account validation service, Early Warning Services that was unable to locate the routing and account number that was provided.

Based on a recent telephone conversation with Mr. ***** our agent disclosed the new information and provided Early Warnings contact information. Additionally, we offered Mr. **** the opportunity to provide Certegy with a voided check and copy of his drivers license to research the matter further.

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

Sincerely,

Customer Care Department
******************************************* *********************** LLC
Initial Complaint
01/28/2025
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.
This company is harassing me for payment from a PLAY+ SI SPORTSBOOK in the amount of $2,000 charged to a ****** account. I have confirmed with an account manager at ****** that my account was closed in June of 2024 and that no charges from the above vendor was made to my account when it was opened. My ****** account was hacked in June which in turn allowed the hack to 'go deep', compromising my personal bank accounts and credit cards. I have disputed this with the company and their response was to send me an information packet to complete (very intrusive, surprised they didn't ask for my blood type!!!!!). I responded with a refusal and notice to cease and desist. They have not. Equifax made notation on my FROZEN file (frozen in February 2024). I have fraud alerts on all my accounts as well as credit reporting agencies. How do I stop this company from repeatedly demanding payment for a debt I DID NOT incur?!?!
Business response
02/04/2025

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

February 4, 2025

***** ******
265 ******** WAY
******, NV 89403

Re:      BBB Complaint Case Number ******** ***** ******
           Certegy Case Number 817252

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 / ACH 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 does not clear through redeposit, it may be forwarded to an agency for collection.

Using the information provided by our client, Play+ SI Sportsbook, on November 12, 2024, Certegy authorized an ACH (Automated Clearing House) transaction, in the amount of $2,000.00. The financial institution returned the payment as Unable to Locate and the returned item entered our files on November 19, 2024, as claim ********. An Unable to Locate account reason indicates an input error or miscommunication occurred when referencing the financial institutions routing and account number which was the reason the ********************** was not presented to your account. This transaction was not associated with a ****** account, but an ACH debit from a bank account to deposit funds into your Play+ account on November 12th. After consulting with Play +, they have requested your authorization to return the $2,000 from your Play + account to pay for the claim, which would cancel the outstanding amount owed to Certegy.

Previously on December 27, 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 Ms. ******* behalf. Certegy sent a letter and a fraud affidavit to Ms. ****** to complete and have notarized to verify that the transaction is fraud. The information requested in the affidavit permits Certegy to verify that Ms. ******* name, address and bank routing/account number are not associated with the fraudulent claim. On January 9, 2025, Certegy received Ms. ******* response, that she would not provide the requested information to investigate the dispute. At the end of the dispute timeframe, Certegy sent a letter to Ms. ****** with the result of the dispute investigation that the claim was accurate and would remain in our files. ************* wishes to pursue the fraud dispute, once Certegy receives the completed affidavit, we will open and complete a new investigation.

In accordance with Ms. ******* request, Certegy has taken steps to cease and desist further communication with the consumer regarding the claim, as well as advising First Source to stop collection efforts.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
02/04/2025

Complaint: 22868751

I am rejecting this response because:
I did not initiate the transaction in ANY financial fashion. I do not know, nor have heard of Play+ Sportsbook until this incident. I do not ******. I did not attempt to open an account. I do not, nor have ever had an account with Play + Sportsbook.
I will not complete the affidavit form as the information is very intrusive. Considering the hacking and fraud to my legitimate accounts, I do not wish to submit any further personal/financial information to this company.
I have notified the credit reporting agencies of this fraud as well as the ***********************************
I do NOT owe any money.

Sincerely,

***** ******
Business response
02/12/2025

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

February 12, 2025

***** ******
265 ******** WAY
******, NV 89403

Re:      BBB Complaint Case Number ******** ***** ******
           Certegy Case Number 821047

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

In response to Ms. ******* 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 name/address or personal bank account. Neither an affidavit nor a police report were received with the requested information. Without the requested information, we are unable to determine what information is associated with the fraudulent claim. The disputed item will remain reported as fraudulent in our records but may affect your check writing or cashing privileges at any of our merchant clients locations.

Our prior response to Ms. ******* initial complaint on February 4, 2025, explained that in accordance with Ms. ******* request, Certegy has taken steps to cease and desist further communication with the consumer regarding the claim, as well as advising First Source to stop collection efforts.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
02/13/2025

Complaint: 22868751

I am rejecting this response because:
The request to complete a form sent to me was rejected due to the fact that this company is unknown to me as is the initiator of the claim to collect $2,000 in gambling debt. The form requested very personal information which I refuse to do to protect myself from further account hacking and illegal and fraudulent use of my personal information. This case needs to be completely erased from their records and acknowledgment that the debt was incurred fraudulently and NOT by me!!!
Sincerely,

***** ******
Initial Complaint
01/22/2025
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.
Certegy has been declining my checks at retailers for since 2011. I have multiple personal and business bank accounts as well as several credit cards Im not sure what these people are doing because I dont have any hot checks or issues with opening bank accounts
Business response
01/23/2025

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

January 23, 2025

***** ********* SR
******************> TOPEKA, KS 66611

Re:      BBB Complaint Case Number ******** ***** ********* SR
           Certegy Case Number 814375

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.

Based on the transaction reference number provided, we researched Mr. ********** transaction at ****** on January 18, 2025, for $300.00. 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 no 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.

As provided in the consumer file disclosure report dated January 19, 2025, our records contain transaction inquiries for a period of 24-months. We are unable to address Mr. ********** concerns on previously declined transactions.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer response
01/28/2025

Complaint: 22829367

I am rejecting this response because: This company has been declining my checks for almost 11 years. I had a recent decline and ordered a consumer report from them. As I suspected there was not a single item listed on the report. So now that I have proof in hand Im going to be filing a complaint with the cupboard as well. This company puts you on a list for some arbitrary reason and will never remove you also customer service is a joke

Sincerely,

***** *********
Business response
01/31/2025

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

January 31, 2025

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

Re:      BBB Complaint Case Number ******** ***** *********
           Certegy Case Number 816869

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

Check writing history, especially check writing history at merchant locations that utilize our services, is a significant factor in check authorization considering that banks typically do not verify funds or offer account validation ********************. Our system analyzes every transaction presented for potential risk factors, including possible fraud, using our guidelines. Many factors in addition to returned or unpaid checks, are evaluated in making decisions for transaction approvals including, but not necessarily limited to, check numbers, check writing and cashing activity, including lack of activity and amounts.

Merchants take certain risk 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.

We apologize for any inconvenience that this has caused Mr. ********** and we hope that the above information provides more clarification in 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 may contact the ************************ at ************.

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

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