ComplaintsforHarland Clarke Corp.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a re-order for personal checks directly with Harland Clarke's ("**") website ("OrderMyChecks.com") on May 6th. My Order No. is: 7870 9901 9270. I was told *** for delivery of my personal checks was 5/16. ** deducted $49.49 from my checking account on 5/20 for the checks. I NEVER Received my checks. **'s automated phone-system tells me that the checks were shipped on 5/15. **'s webpage ("check-order-status" via a weblink to ***) tells me that the checks were delivered on 5/18 to "*******************" (NO Street Address given for delivery location). When I log onto ***'s website directly (not via **'s system), the *** website says the *** for delivery is 5/21 -- which contradicts the info provided by *** via the ** weblink -- and today is 5/29 which is clearly later than 5/18 and 5/21. I cannot get hold of a live person to speak with at *** nor at **. Everything is an automated system that spits out the same contradictory information without any option to speak with a live customer service agent. My financial institution tells me that they cannot get hold of ** either and are recommending we place a "Stop Payment" on the 80 checks that I ordered but never received! I want ** to refund the $49.49 to me and I Don't Plan to ever do business with ** again -- clearly they are going out of business with fewer people using paper checks, and I'll have to impose on my financial institution to print checks counter checks for me or to change check providers because ** is TERRIBLE.

  Business response

  06/05/2024

  Good morning - On behalf of Harland Clarke, we apologize for any inconvenience ******************************* may have encountered with his recent check order experience.  Mr. *************;placed his check order on May 6,2024, with trackable delivery service.  According to DHL, the package was delivered on May 18, 2024.  Upon contacting Mr. ********* ************* they advised the issue has been resolved & no further action is needed by Harland Clarke. Further, we recently implemented a change with our contact center consumer phone line that ******************** would contact for inquiries and reorders. The line directs consumers whose orders fall within a recent timeframe to our digital channels (web or phone automated system) and/or his financial institution order status. Thank you for the feedback as we continue to review our internal processes for improvement opportunities.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My complaint, and quite a few on trust pilot, is that you can't speak to anyone about your order and there seems to be a lot of problems. Secondly, I paid for tracking on my order for checks placed on 5/8/24 and all I see is "en route from ************** to ********* and no expected date of delivery in the tracking. I received an email on 5/15/24 that my checks had shipped and still waiting as of 5/24/24. ************** and ********* are close and it doesn't take a week or more to get from one to the other. I ordered the checks online on 5/8/24 and I wish I had ordered from another company. Unfortunately, this is the one that the banks and credit unions use and I don't understand why. Very expensive for such poor and lengthy service. I want my 50 checks. Where are they?

  Business response

  06/04/2024

  Thank you for advising us of ********************* concerns. Our contact with ************** concluded that her order was placed on May 8, 2024, and shipped on May 15th via trackable delivery.  We notified our delivery carrier that ************** did not receive her check order and an investigation was initiated. The order was delivered on June 1st and ************** has confirmed receipt.  As a business courtesy, we submitted a credit for her order and its shipping on June 3rd. We apologize for any inconvenience ************** encountered during this matter including her attempts to contact Harland Clarke.

  Customer response

  06/04/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I did not re-order checks; however, on 9/20/23 I was charged $90.28. Thinking this was an auto-replenishment, I waited for the checks, but did not receive them. I called multiple numbers but was not able to speak with a person - I could only get the automated system. I sent emails, but was told to call the numbers I had already called and press # to speak with a person. I did that but still got an automated message. I thought I would wait until I needed to order more checks to have this addressed. On 4/17/24, I was charged $95.46 but again, never received checks. If I do place a new order for checks, I'm sure I will be charged, but do not know if I will receive them. I am requesting a refund for a total amount of $185.74.

  Business response

  05/22/2024

  Good morning - We appreciate *********************** (First ***************** feedback with her recent experience and apologize for any inconvenience she may have encountered. On May 16, 2024, we successfully reached ********************** to discuss her billing concerns and explained that the phone line would direct consumers to our digital channels (web or phone automated system) or her financial institution for order updates, but we also documented her concerns.  On September 6,2023, ******************* of Pennsylvania placed a deposit ticket order (not a check order), and the account was billed $90.28.  According to *********************, this deposit ticket order was placed without authorization and is uncertain if the order was ever delivered.  However, she confirmed receipt of the April 8, 2024, deposit ticket order.  As a business courtesy, we requested a credit for the September ************* the amount of $90.28 and it was agreed to bill the account accordingly for the April 2024 order.  We appreciate the opportunity to respond to Ms. ********** concerns.

  Customer response

  05/31/2024

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I opened a new account at my financial institution and purchased checks. The checks were to arrive with a basic, black checkbook cover and transaction registers. The checks arrived without either of these. I tried contacting the number provided for "questions or minor corrections regarding THIS package of checks," but was unable to get through. I instead went online and filed a complaint with Harland Clarke (HC). I received a response from HC that I needed to call customer service. I tried to call the number again and was unable to get through. I contacted my financial institution and they informed me that HC should've sent a checkbook cover and transaction registers. I would like HC to send me the checkbook cover and transaction registers that my order was missing.HC checks now come in packs of 40 instead of 24. I'm using an old checkbook cover and the duplicate check flap doesn't fully cover the checks not being used. This damages the duplicate checks. The duplicate check flap also creates a bump when writing out checks since it doesn't fully cover the checks. Switching from 24 to 40 checks per pack is a huge design flaw. Unless HC provides a basic checkbook cover that can accommodate this change, they should revert back to their previous 24 checks per pack.

  Business response

  05/28/2024

  Thank you for advising us of ***************************** concerns. She responded to our request for contact.Research confirmed an order was placed for checks and a black vinyl cover.According to **************, she received her checks, but not the cover, nor the transaction registers. ****************** financial institution has ordered her another black vinyl cover.  A complimentary order of transaction registers has been ordered for ************** as well.  We apologize for the inconvenience this may have caused.  We have also documented her feedback regarding the plastic insert for her duplicate checkbook cover and her experience contacting Harland Clarke. Thank you for the feedback as we continue to review our internal processes for improvement opportunities. 

  Customer response

  05/28/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered checks for my checking account from **********************. My address on the checks was incomplete. The checks had my house number and City; but the state and zip code were not printed on the checks. My complete address was on the addressing line of the pack though.*** tried to get in touch with Harland Clarke after I discovered my address was incomplete. There phone system was making it impossible to get in touch with a person.

  Business response

  05/31/2024

  We appreciate the BBB giving us the opportunity to resolve the complaint filed by *****************************.  We sincerely regret the printing error on his last order.  As ************** had requested, a replacement order was submitted, and we shipped it via ***** Overnight at no charge.  We contacted ************** today, May 29th, and he was able to confirm receipt of the package last week and stated that the checks were printed correctly.  We apologized for the inconvenience and look forward to his continued patronage.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered checks a never received them . Had to close account and get another account . Complete inconvenience. I had to open a whole new account . I want a refund for risk of ID theft and inconvenience.

  Business response

  05/20/2024

  Thank you for advising of ********************** concerns.  In our review, Ms. ******* order was placed on March 14, 2024 and shipped the next day with non-trackable standard **** delivery; approximate delivery timeframe of two weeks.  We confirmed the order was not returned to Harland Clarke and, consequently, is considered lost in the mail.  As a business courtesy, we made arrangements with **************** and they submitted a credit for $18 into Ms. ******* new account.  On May 3, 2024, ***** Fargo submitted a replace order for Ms. ******* new account at no cost.  We apologize for any inconvenience this may have caused **************** and appreciate the opportunity to respond to her concerns.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I order checks through my bank. The from the get-go on their site and my bank shows as me getting charged $30 for checks but today I got a notification that I got charged by these people $87.52 just for a few checks!I would really like a refund and I will try to avoid this company at all cost.

  Customer response

  04/12/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for some checks from Harland-Clarke which does ********** I am looking to getting some of that money back because I went to a new bank and they need to refund me for the checks that I wont be using.

  Business response

  04/23/2024

  Thank you for advising of ******************************* concerns. Our contact with **************** concluded that Harland Clarke was unable to bill the mentioned charge because his Axos account was already closed.
  
  

  Customer response

  04/23/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  No quality control. I ordered checks from Harland Clarke in January never received any checks Tried to call with no way to contact customer service. I had my credit union ordered another set of check. No checks again and no way to check on them because they do not provide tracking numbers.I go to change our account cause now we have two sets of checks floating around. My credit union checked into it and found that Harland Clarke had sent the checks to my old address that we have we not lived at for over three years We filled out everything correct but the checks were sent to an old address from a old banks that we have not used for over three years. They have no customer service and no quality control

  Business response

  04/03/2024

  Thank you for advising us of *************************************** concern. He responded to our request for contact. We have advised ******************** he had an order in history from 2020 that was delivered to the ***** address he had at that time. When he placed his order January 2024 it was a reorder without changes and therefore shipped to the old ***** address. This order was returned to us and destroyed. Unfortunately, the February 2024 order was placed by the credit union with the same wrong information. We are hopeful this order will be returned but has not been at this time, it would be proper to discuss this order with the financial institution to determine appropriate security measures for the account. The credit union has since placed a corrective order that will be delivered to his credit union's branch. These orders were at no charge to ********************. We will continue to work with ******************** as we discussed with him to finalize resolution. We apologize for any inconvenience ******************** may have encountered.

  Customer response

  04/03/2024

  Complaint: 21474657
  
  I am rejecting this response because: you have not did what you said you would do.
  
  Regards,
  
  ***************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 01/27/24 placed order for address labels and checks, on 1/30/24 recieved email that product was on the way. I recieved half my order which was the address labels think that I would recieve my checks a few days later but checks never came on 2/7/24 HarlandClarke with **** $47.54 and $31.18 from my checking account, one for labels and the other for checks. I have tried via email and phone to resolve, the phone has no human to talk to and you cant reply to their emails for they dont go through. I just want what I paid for, I have not had a problem in the past.

  Business response

  04/01/2024

  We attempted to contact ************************* via email on March 21st and March 28th to gather more information to assist with his concerns.  As of March 29, 2024, we have not received a response. This review has been documented for future reference.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩