ComplaintsforChex Systems Inc

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Initial Complaint
03/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Within the past 2 months, I have repeatedly attempted to fix an issue with this company regarding my login with my online account that I use to check my report yearly. There has been a major delay (MONTHS) in them not fixing the login issues I'm having and have been told I would receive calls back and no calls received. They keep me on the phone for hours and transfer me back and fourth and then tell me to wait 24 hours, call them back to make sure account is unlocked. I do those steps and after another hour they say the same thing, telling me another request has to be put in on their end to unlock the account AGAIN. This is horrible business practice and this needs to be fixed. I feel they need to remove any negative items they listed on my chex systems report that I have not had a chance to verify since I can NOT access my reports. They need to send me a new report in the mail showing the deletions.
Business response
03/19/2024
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by *******************. We sincerely apologize for the inconvenience ******************* experienced when attempting to access his secure consumer portal account. ******************* contacted ChexSystems on 02/27/2024, 03/13/2024 and 03/14/2024 indicating he was unable to log in to his secure consumer portal account. Each time the consumer contacted us a ChexSystems representative advised that the case would be escalated for resolution. Our records indicate that *************** consumer portal account has been suspended multiple times due to invalid credentials being entered. On 03/18/2024 a ChexSystems representative contacted the consumer to assist the consumer with resetting his password and ******************* confirmed he was able to login successfully. If ******************* has any further issues accessing his ChexSystems consumer portal account, he may call ************ to reach a ChexSystems representative for assistance.
Customer response
03/19/2024
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.
Initial Complaint
03/06/2024
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.
My husband's bank could not add my name to his credit union yesterday because Chex Systems is blocking them from seeing my credit report. I spent 90 minutes on the phone yesterday trying to contact this company through three different phone numbers. I finally spoke with someone who, like me, could not find any account in my name with Chex Systems.I just tried a fourth phone number, the one here on your website, and the woman said they report negative things on people and we don't have to have an account. I told her that I have no negatives on my credit report and score over 800.We had to find another place to bank with and ENT ************ lost our business due to Chex Systems blocking them from seeing any of my credit history information.
Business response
03/11/2024
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by ***********************.
Our records indicate that **************** placed a security freeze on her consumer file through the chexsystems.com website on September 14, 2017. A confirmation letter with her security freeze PIN was sent to her on the same date. When the security freeze is in effect, anyone who requests access to the consumer file will receive a message from ChexSystems indicating that a security freeze is in place and, therefore, information is blocked. On March 05, 2024, ChexSystems received a request for a replacement PIN from **************** that was submitted through the chexsystems.com website. A letter was sent to **************** on the same day to provide her with a replacement PIN. When a security freeze PIN is replaced, the previous PIN is invalidated,and another unique sequence of numbers is assigned. Once the consumer receives their replacement security freeze PIN, a security freeze lift or removal request may be submitted through our website at www.chexsystems.com, she may contact the ************************** by phone at ************, or she may submit a request by mail to Chex Systems, **** Attn: **************************, PO Box ****** ***********, ** 55458.
Customer response
03/11/2024
I am rejecting this response because I do not have an account with **********************, which was confirmed by a representative from this company over the phone. She could not help me remove any attachment of Chex Systems to my accounts despite me requesting this during the call. I had no choice but to go onto the Chex Systems website and request a replacement PIN. Until I am able to remove **********************' hold on my accounts, I will not be satisfied. ************ should have someone able to help consumers, especially since they verified my identity via my Social Security number when I called.

Business response
03/15/2024
Chex Systems, **** (ChexSystems) has reviewed the complaint rejection filed by ***********************. On March 05, 2024, **************** contacted ChexSystems by telephone and indicated that she never placed the security freeze. **************** also indicated that she attempted to log in to the ChexSystems consumer portal and random phone numbers and email addresses were appearing. The ChexSystems representative informed the consumer that she was not registered for the ChexSystems consumer portal and for security reasons, if a username or email that is not registered is entered, a pseudo device will display with information she may not recognize. The ChexSystems representative also informed if she would like to register, she would need to provide the security freeze PIN and advised that the replacement PIN has been sent to her.
To protect the privacy and security of consumer information,and to comply with security freeze regulations, the security freeze PIN is required to make changes to a security freeze record, such as a temporary lift,permanent removal, or change of identifiers associated with the security freeze. If the security freeze PIN is no longer available to the consumer, ChexSystems does allow the consumer to request and receive a replacement PIN. On March 11, 2024, **************** submitted a request through the chexsystems.com website to have her security freeze removed. The freeze was removed, and a confirmation letter was sent to *************** on the same date.
Initial Complaint
03/06/2024
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 want this company to shut down. I am going to find the *** or whoever the owner is and let them know how awful their business is until it gets shut down and it will because it's horrible. I have to wait a month for this piece of garbage Chex system to work when I need my pin now. This is the worst service/ website I have used in my life. I will defiantly be letting these awful ***s know that because they clearly don't give two craps about consumers since they are making us go through this process. Why the heck would anyone work for them? Why do they have access to my credit file? You will be getting more complaints from me and I will be leaving multiple attorney general complaints. Your company ***** and I wasted so many hours of my time due to you. And you awful ***S who have no clue what you are doing, you ruined my credit file. So you will be hearing from me for the rest of your life or until that gets removed.
Business response
03/11/2024
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by *************************.
ChexSystems is a nationwide specialty consumer reporting agency under the federal Fair Credit Reporting Act (****). ChexSystems provides services to financial institutions and other businesses that have a permissible purpose under the ***** ChexSystems services primarily assist its clients in assessing the risk of opening new accounts. When providing this service, ChexSystems abides by the requirements of the **** and any applicable state statutes.ChexSystems neither approves nor declines accounts for its clients. Account opening decisions are determined by an institution and its individual policies.
Our records indicate that ************************* placed a security freeze on their consumer file through the chexsystems.com website on March 27,2023. A confirmation letter with their security freeze PIN was mailed to ************************* on the same date. The correspondence that was mailed to the consumer to provide the security freeze PIN was returned by the US ************** as insufficient address - unable to forward. On February 29, 2024, and March 04, 2024, ChexSystems received requests for replacement PINs from ************************* that were submitted through the chexsystems.com website. Letters were sent to ************************* on the same day to provide them with a replacement PIN.When a security freeze PIN is replaced, the previous PIN is invalidated, and another unique sequence of numbers is assigned.
Initial Complaint
03/04/2024
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 applied to open bank accounts through 2 different institutions and have been denied due to information shown on the report from ChexSystems. ChexSystems is indicating that my social security number was not issued until 1983 but I was born in 1981 and was given my social security number at that time. I have asked ChexSystems to contact the social security administration on my behalf to clear this matter up but they have refused even though their website clearly states that they will contact other parties on my behalf to resolve a dispute. I have asked them how I can resolve this matter and they have not provided any remedy for me.
Business response
03/07/2024
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by *******************************. ChexSystems is a nationwide specialty consumer reporting agency under the federal Fair Credit Reporting Act (****).ChexSystems provides services to financial institutions and other businesses that have a permissible purpose under the ***** ChexSystems services primarily assist its clients in assessing the risk of opening new accounts. When providing this service, ChexSystems abides by the requirements of the **** and any applicable state statutes. ChexSystems neither approves nor declines accounts for its clients. Account opening decisions are determined by an institution and its individual policies. Our records indicate that **************** contacted ChexSystems via phone on January 31, 2024, and March 4, 2024, and spoke to ChexSystems representatives regarding the Social Security Number (SSN) validation and was advised that the Social Security Number (SSN) validation information on ChexSystems files provides the year and state in which a certain sequence of SSNs first became available for issuance or became available for randomized issuance. This information is not specific to an individual and does not indicate the year in which a specific SSN was assigned.
Initial Complaint
01/25/2024
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.
********************* **** ************************** ******* ** ***** ************** Attn: Consumer Relations P.O. Box ****** ***********, ** ***** CONSUMER ID : ******** BANK NAME : CAPITOL ONE RTN/ACCT: ********* ORIGINALCHARGE OFF AMOUNT : ****** CLSURE STATUS: PAID IN FULL CLOSURE STATUS DATE:12/20/2023 RE:426597472 To whom it may concern, MY BANK HAS INFORMED ME THAT THERE IS NEGATIVE INFORMATION REPORTED BY *********** INCLUDED IN THE FILE CHEXSYSTEM MAINTAINS UNDER MY SOCIAL SECURITY NUMBER UPON Ordering A COPY OF MY REPORT. I recently got a copy of my consumer report and see inaccurate information. The information below is inaccurate. Please immediately remove this account as it is incorrect. According to the ***** you must follow these procedures to ensure accurate information is being reported. These are the guidelines for procedures and policies. Please inform me how you are conducting the following. Must be reviewed periodically and updated as necessary to ensure the information provided to a FCRA is the right person and reflects the terms of the account and require the maintenance of your record. I SEE AN ENTRY FROM THIS BANK (nonsufficient fund on 09/12/2022) please validate this information with ************ and provide me with copies of any documentation associated with(Capitol One) . In the absence of any such documentation bearing my signature, i ask that this information be immediately be deleted from the file you maintain under my social security number Sincerely *********************
Business response
02/01/2024
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by *********************. Our records indicate that ChexSystems has received a dispute directly from the consumer regarding information submitted by ************ As is our standard practice when a consumer dispute is received,ChexSystems sent a letter to notify the consumer of our intent to initiate a reinvestigation. ChexSystems has also notified the source of the consumers dispute and requested that they reinvestigate the accuracy and completeness of the information they submitted. We have also received an *** Identity Theft Report document through a **** complaint. The Identity Theft Report includes a notation that states, Use this form to prove to businesses and credit bureaus that you have submitted an *** Identity Theft Report to law enforcement. Some businesses might request that you also file a report with your local police.To accept the *** report for tradeline block purposes, ChexSystems does require that it be signed by a law enforcement officer or that the consumer also provide a copy of a report filed with local police. Based on the content of the **** complaint and the *** Identity Theft report provided, ChexSystems contacted *********** again to provide them with a copy of the Identity Theft Report and to request documentation bearing the consumers signature. The reinvestigation is still in process and once it is completed ChexSystems will notify the consumer of the results.
Initial Complaint
01/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
**** of America reported me to Chex Systems for suspected fraud. I made a report to **** of America about a check that was deposited In my account which I did not authorize. They did no investigation and closed my account then reported me to Chex Systems I asked that an investigation take plan they denied my requested and still reported it. Chex Systems notified me that they do not require any proof from a company when things are reported so basically any one can report anything they want. I asked that they investigate prior to adding anything to my report and they said they dont have to. I am asking that it be removed and that an investigation take place.
Business response
01/12/2024
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by ******************************
Our records indicate that ChexSystems has previously received a dispute directly from the consumer that was of the same nature as the complaint. As is our standard practice, ChexSystems placed the reported information in dispute and sent a letter to notify the consumer of our intent to initiate a reinvestigation. ChexSystems notified **** of America of the consumers dispute and requested that they reinvestigate the accuracy and completeness of the information submitted.
The disputed information submitted by **** of America has been removed from the consumers file based on the results of the reinvestigation. ChexSystems sent a letter to notify the consumer of the results of the reinvestigation and to provide an updated consumer disclosure report.
Customer response
01/12/2024
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.
Initial Complaint
01/05/2024
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 tried opening a bank account in October of 2023 and was turned down via information in ChexSystems. I ordered my report from them and locked my account in case of identity theft. I realized that I had to unfreeze my account to get my consumer report from ChexSystems so I got a new pin and unfroze my account. I have ordered several reports since because under the consumer part that is supposed to show who the banks are that have information on me always says "No information found". I have called ChexSystems several times and have been told that they cannot release the information. How am I supposed to know what the problem is with my checking account if I cannot get information? How do I know whether someone has fraudulently opened a checking account under my name? They have a responsibility to provide clear information to the consumer and instead they are shady and unprofessional and block you from getting a bank account without telling you why. I am going to file complaints with several agencies because of this. Also, hire people that understand and can speak English clearly.
Business response
01/11/2024
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by ***************************. ChexSystems is a nationwide specialty consumer reporting agency under the federal Fair Credit Reporting Act (****).ChexSystems provides services to financial institutions and other businesses that have a permissible purpose under the ***** ChexSystems services primarily assist its clients in assessing the risk of opening new accounts. When providing this service, ChexSystems abides by the requirements of the **** and any applicable state statutes. ChexSystems neither approves nor declines accounts for its clients. Account opening decisions are determined by an institution and its individual policies. ChexSystems clients, which consist mainly of financial institutions, regularly contribute information on closed checking and savings accounts, referred to as Reported Information. Reported information pertains to accounts reported for mishandling, closed for cause,and/or suspected fraud activity. ChexSystems current practice is to retain reported information on file for a period of five years unless the source of the information requests its removal or ChexSystems becomes obligated to remove it under applicable law. There is currently no reported information in ChexSystems files for **************. If ************** disputes the accuracy or completeness of any information contained in their ChexSystems consumer file, a dispute may be submitted through our website at www.chexsystems.com, by mail to Chex Systems, ****, Attn: Consumer Relations, PO Box ******, ***********, ** *****, or by calling ************ and selecting disputes or the caller may select other options to be transferred to a representative.
Customer response
01/11/2024
I am rejecting this response because: this is not a response. If there is NO REPORTED INFORMATION then I should not be rejected opening an account. I will seek legal counsel to get this fixed.
Initial Complaint
01/02/2024
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 notified Chex Systems Inc that some information was incorrect (inquiries) and in fact there was an inquiry that was 2+ yrs old that should have been deleted. Chex Systems Inc. notified AXOS bank of my concern with the inquiry (not sure why) ***BUT*** Chex Systems Inc. *LIED* to ********* that MY account was fraud which that was NOT nor is that the case at hand. I notified Chex Systems Inc. this morning 02 Jan. **** regarding Chex ************ ERROR and I was told NOTHING could be done nor would be done.
Business response
01/08/2024
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by **************. ChexSystems is a nationwide specialty consumer reporting agency under the federal Fair Credit Reporting Act (****). ChexSystems provides services to financial institutions and other businesses that have a permissible purpose under the ***** ChexSystems services primarily assist its clients in assessing the risk of opening new accounts. When providing this service,ChexSystems abides by the requirements of the **** and any applicable state statutes. ChexSystems neither approves nor declines accounts for its clients.Account opening and closing decisions are determined by an institution and its individual policies. Our records indicate that the consumer contacted ChexSystems by phone on November 30, 2023, disputing all inquiries on file indicating he had not authorized any other inquiry except for inquiry information submitted by Pennsylvania State Employees CU. Based on the content of the dispute, inquiry information submitted by ********* required investigation. As is our standard practice, ChexSystems sent a letter to notify the consumer of our intent to initiate a reinvestigation. ChexSystems notified ********* (Regarding inquiry dated 11/29/2021) of the consumers dispute and requested that they reinvestigate the accuracy and completeness of the information submitted. The disputed information submitted by ********* has been removed from the consumers file based on the results of the reinvestigation.ChexSystems sent a letter to notify the consumer of the results of the reinvestigation and to provide an updated consumer disclosure report. Once inquiry information is removed from ChexSystems, we are unable to resubmit the information.
Initial Complaint
12/16/2023
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 writing to file a complaint against ChexSystems regarding their provision of improper information that has adversely affected my ability to open a bank account.On [date], I applied to open a bank account at [Bank Name]. However, my application was denied due to negative information reported by ChexSystems. This information has had a significant impact on my financial opportunities, and upon reviewing my records, I believe there may be inaccuracies in the information provided by ChexSystems.I kindly request the Better Business Bureau to investigate this matter and take appropriate action against ChexSystems if any violations or inaccuracies are identified.I appreciate your prompt attention to this matter and hope for a swift resolution.
Business response
12/22/2023
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by ***********************.
ChexSystems is a nationwide specialty consumer reporting agency under the federal Fair Credit Reporting Act (****). ChexSystems provides services to financial institutions and other businesses that have a permissible purpose under the ***** ChexSystems services primarily assist its clients in assessing the risk of opening new accounts. When providing this service, ChexSystems abides by the requirements of the **** and any applicable state statutes.ChexSystems neither approves nor declines accounts for its clients. Account opening decisions are determined by an institution and its individual policies.
If *********************** would like to obtain a current consumer disclosure report, a request may be submitted through our website at www.chexsystems.com, by voice messaging at ************, or by mail to Chex Systems, ****, Attn: Consumer Relations, PO Box ******, ***********, ** *****.
If *********************** disputes the accuracy or completeness of any information contained in their ChexSystems consumer file, a dispute may be submitted through our website at www.chexsystems.com, by mail to Chex Systems,****, Attn: Consumer Relations, PO Box ******, ***********, ** *****, or by calling ************ and selecting disputes or the caller may select other options to be transferred to a representative.
Initial Complaint
12/07/2023
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 a physician and am trying to setup a business seeing patients. I have tried to open a small business checking account at CapitalOne and keep getting refused because ChexSystems is reporting my credit history as frozen. Today I went to a physical bank location and a banker got the same false information from ChexSystems.My credit history was frozen for security purposes at all 3 credit bureaus. It has been over ten days that all credit histories are unfrozen.I NEVER placed a freeze with ChexSystems. I did not even know about ChexSystems until I found out they were providing banks with false information on **** am suffering HUGE financial losses because I am unable to transact financial payments and collect payments from patients. This is only and ONLY due to ChexSystems preventing a law abiding citizen from conducting legal business by blocking their ability to conduct financial transactions.
Business response
12/14/2023
Chex Systems, **** (ChexSystems) has reviewed the complaint filed by ************************

Our records indicate that *********************** initially placed a security freeze on their consumer file through the chexsystems.com website on December 09, 2019. A confirmation letter with ****** Zafars security freeze PIN was mailed on the same date. To protect the privacy and security of consumer information, and to comply with security freeze regulations, the security freeze PIN is required to make changes to a security freeze record, such as a temporary lift, permanent removal, or change of identifiers associated with the security freeze. If the security freeze PIN is no longer available to the consumer, ChexSystems does allow the consumer to request and receive a replacement PIN.

*********************** contacted ChexSystems by phone on December 03,2023, and indicated they had not placed the security freeze and the ChexSystems representative informed the consumer when the security freeze was placed and sent the consumer a replacement PIN.

On December 09, 2023, ********************** received a request for a replacement PIN from *********************** that was submitted through the chexsystems.com website. A letter was sent to *********************** on the same day to provide a replacement PIN. When a security freeze PIN is replaced, the previous PIN is invalidated, and another unique sequence of numbers is assigned. Once the consumer receives their replacement security freeze PIN, a security freeze removal request may be submitted through our website at www.chexsystems.com, they may contact the ************************** by phone at ************, or they may submit a request by mail to Chex Systems, ****Attn: **************************, PO Box ****** ***********, ** *****.
Customer response
12/14/2023
I am rejecting this response because:
I have never interacted with ChexSystems before finding out through my bank that they had placed a freeze on my credit. This is aboslutely false and fabricated information - I have never placed a freeze with ChexSystems.

Business response
12/20/2023
Chex Systems, **** (ChexSystems) has reviewed the complaint rejection filed by ***********************.
As explained in our initial response to complaint ID ********, our records indicate that *********************** initially placed a security freeze on their consumer file through the chexsystems.com website on December 09, 2019. A confirmation letter with ******************* security freeze PIN was mailed on the same date. To protect the privacy and security of consumer information, and to comply with security freeze regulations, the security freeze PIN is required to make changes to a security freeze record, such as a temporary lift, permanent removal, or change of identifiers associated with the security freeze. If the security freeze PIN is no longer available to the consumer, ChexSystems does allow the consumer to request and receive a replacement PIN. *********************** contacted ********************** by phone on December 03,2023, and indicated they had not placed the security freeze and the ChexSystems representative informed the consumer when the security freeze was placed and sent the consumer a replacement PIN. On December 09, 2023, ********************** received a request for a replacement PIN from *********************** that was submitted through the chexsystems.com website. A letter was sent to *********************** on the same day to provide a replacement PIN. When a security freeze PIN is replaced, the previous PIN is invalidated, and another unique sequence of numbers is assigned. Once the consumer receives their replacement security freeze PIN, a security freeze removal request may be submitted through our website at www.chexsystems.com,they may contact the ************************** by phone at ************, or they may submit a request by mail to Chex Systems, **** Attn: **************************, PO Box ****** ***********, ** *****.

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