Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ** *******. 2023 I tried to use Official Payments / ACI Payments, Inc to pay state taxes. I tried both websites. Could not log in and then tried to check out as guest. After filling in all the required fields and entering my payment info and clicking submit, I got the error Access Denied.
  
  Access Denied
  
  You don't have permission to access *******************************************************" on this server.
  Reference #*******************************
  
  
  Access Denied
  
  You don't have permission to access ************************** on this server.
  Reference #*******************************
  I tried reaching out to customer service by phone and continued to get hung up on by the automated system. I sent an email to customer service and have yet to receive acknowledgement or response.
  
  Completely unacceptable.

  Business Response

  Date: 11/08/2023

  We followed up with ****** ****** to assist with re-processing her payment. She advised that she had already processed her payment on the ********** *** site so she no longer needed assistance processing a payment. We also provided her with our customer service number for future reference. Our customer service number has options based on the needs of the caller and some of the options are informational or transfer to an automated IVR. We provided ****** with the option to reach our call center if she needed it in the future. We are also working with our internal team in reference to the error she received when attempting to use our site to ensure our teams review it. 

  Customer Answer

  Date: 11/15/2023

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

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. On ******* *** 2023, I paid my monthly vehicle payment of $676.56 to ********* ******** ***
  2. On ********* **, 2023 ********* called to inform me that I was overdue on my **** *** 2023 payment.
  3. Please note that at this point six weeks have passed and I have already paid the next month’s payment and have no foreknowledge of the alleged missed payment.
  4. I called my bank the next day to determine where the money was. According to the bank it was never returned to my account.
  5. The bank informed me that they would have to conduct an investigation because they had no idea where the money was.
  6. Subsequent to the bank’s investigation, I learned there was a withdrawal on of $679.84
  7. I am currently trying to resolve issue without litigation. However I intend to sue ********* and their proxy ACI Payments if they do not return my money or apply it to my account

  Business Response

  Date: 11/02/2023

  Upon review, the payment of $676.56 submitted on ****23 did not process due to an invalid account number entered so it was not debited from the consumer’s account. We found no other payment processed via ACI to ********* after ****23. 
  Our ACI CSM for ********* has reached out to ********* and requested them to follow-up with ***** ******** to ensure there are no further questions. 

  Business Response

  Date: 11/02/2023

  We followed up with ****** ****** to assist with re-processing her payment. She advised that she had already processed her payment on the ********** *** site so she no longer needed assistance processing a payment. We also provided her with our customer service number for future reference. Our customer service number has options based on the needs of the caller and some of the options are informational or transfer to an automated IVR. We provided ****** with the option to reach our call center if she needed it in the future. We are also working with our internal team in reference to the error she received when attempting to use our site to ensure our teams review it. 

• Initial Complaint

  Date:10/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my car note online and they doubled charged me. And now they only see 1 payment on their end. Which is a lie because it's on my bank statement

  Business Response

  Date: 10/24/2023

  We have reached out to Mr. ****** and advised his that his
  refund was processed on *****/23. He should see the funds returned to his
  account this week. To prevent further issues with the refund process, Mr.
  ****** was advised to make sure the payment wasn’t disputed with his bank.
  

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date: *****/23
  Amount: 515.90
  Under the name Isaac *******
  Case # *********
  Trying to pay speeding ticket have been trying to find a trusted place to pay. Not the case still have not gotten a receipt or confirmation that my money even went to the right place.

  Business Response

  Date: 07/21/2023

  We reviewed the payment Mr. ***** ******* processed using ACI Worldwide services. His payment to ********* County District Court for $500 and fee of $15.90 was successfully processed on ****-23.  The funds were sent to ********* County District Court and he will need to contact them to determine when they will apply his payment to his account. We attempted to contact Mr. *******, but we received no answer and there was no option to leave a voicemail.  We sent him his payment confirmation via email and advised him to contact us is he needed further assistance. 

  Customer Answer

  Date: 07/28/2023

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

• Initial Complaint

  Date:07/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This morning I clicked a link on The ** tax payers page and it took me to ACI. I thought nothing of it, as ********* often uses other websites for paying things. The money was processed immediately. The ** dept of revenue has yet to receive the money. I decided to ****** ACI and I see this page with all these complaints. The company is a total scam. How do i get my money back??

  Business Response

  Date: 07/03/2023

  The payment Mr. ***** processed was on ****/23 to the ********a
  Department of Revenue. The payment processed successfully with ACI payment application.
  The funds are sent to the ********* Department of Revenue and they will post
  the payment to his account within their timeline. Mr. ***** should contact the ********a
  Department of Revenue to let them know he processed the payment on *****23 and
  find out how long they take to post the payment to his account. We have called and left Mr. ***** a message with this information. 

• Initial Complaint

  Date:05/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, ***** ******* at **** est., I made an individual income tax debit card payment for a balance due of $207 plus $6.11 convenience for a total payment of $213.11. (See ACI payments attached with confirmation *******).
  
  On *** ******* I received a "surplus" check by *******. dated *** **,2023 from ******* ***** ** *******. Instead of the correct amount of $500 the check was in the amount of $293 which was improperly deducted by the amount of $207 for taxes due.
  
  Even though I paid my taxes on time and verified that all information including SSN, credit card info., was correct before processing ACI did not inform the *** ***** ** ******* that the payment had been made on time. Today at 1:40 p.m. est., I called ACI for assistance before filing this complaint. Even though I was able to receive verification that my payment was processed I was not able to speak with a live agent about receiving a refund since the *** ***** ** ******* has already withheld funds in the amount to which I paid ACI.

  Business Response

  Date: 05/10/2023

  We contacted Mr. ******* and explained that the surplus
  payment is determined by the ***** ** ******* based on his tax filings.  His ***** ** ******* payment was successfully
  processed on ***** **, 2023 using ACI Worldwide, Inc services. The funds were
  sent to the ***** ** *******. The ***** ** ******* will have the date he
  processed this payment and apply the payment to his ***** ** ******* account.
  He will need to contact the ***** ** ******* to discuss his surplus refund. He
  advised he would contact the ***** ** ******* to further discuss.

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Why is it my responsibility to follow up with the ***? I understand ACI has an commitment to accept payment for the ** ***** ** ******* and to submit said payments, but it feels like I am being penalized when clearly ACI has an more advantages position to contact the *** ***** ** ******* to verify payment was made. 

  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 05/10/2023

  Good afternoon my name is ****** ******* and I'm responding to my email that you had sent me and actually I responded to the email and I see that I didn't miss-it(?) the what the company was saying but after speaking to the *** and everything is clear now. I this is ****** ******* ************ and the problem has been taken care of. Thank you."

  
  

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used ACI Payments, a third party payment entity, to make a federal tax payment to the IRS. I made 4 different payments at different times of the year 2022, and the last two in ******* 2023. The last payment never made it to the IRS, but I didn't know about it until I received a letter from the IRS telling me that I owed money. I contacted the IRS to inquire, and they indeed said they had not received the payment.
  I ATTEMPTED to contact ACI Payments, but there is apparently no way you can get through to a real person. They list 5 or 6 different contact numbers, none of which is helpful in any way and offers no solution to your problem. These people are THE worst. I finally had to file a case against them with ****** because my payment was processed through them. And thank God, because I have recourse through ****** to get my money back. In the meantime, I will obviously have to make this payment AGAIN to keep my tax account current and avoid fees.

  Business Response

  Date: 04/17/2023

  We contacted Ms****** and reviewed her IRS payment information with her. Upon review, the payment was successfully processed using ACI payment services, but the SSN number on the payment was found to be incorrect.  Because the payment was successfully processed, the funds were sent to the IRS, but the IRS could not apply the payment because the SSN was incorrect.  The Primary SSN serves as the account number when the IRS applies payments to consumer accounts.  We submitted a request for the EFT Number (a unique identifier used by the IRS to locate payments in their system). We emailed Ms. Ducas the EFT Number for her IRS payment (EFT Number: ***************). She will be able to use this number when she contacts the IRS so they can locate her payment in their system and provide further guidance regarding her payment. 

  Customer Answer

  Date: 04/17/2023

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

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the recent experience I had with ACI Payment Inc. Last week on Tuesday, ******** **, I made three payments to the ********** ********* *** ***** ****) through ACI Payment's platform. However, upon closer inspection, I noticed an error in the Entity ID that was written on the payment confirmation from the ***.
  
  I immediately contacted ACI Payment's customer service department and was advised to email them at ******************************** to void the request and make a new transaction with the correct Entity ID. Although this meant I had to make three new payments, I decided it was a more viable option than disputing the charges with my bank, which could potentially result in additional penalties and fees.
  
  I subsequently emailed ACI Payment's customer service department to request that they void the three charges and explained that it was not possible to change the entity name without voiding the transaction. However, despite multiple attempts, I have not received any response to my request.
  
  As a customer, I expect a certain level of professionalism and responsiveness from the service providers I interact with. In this instance, I feel let down by ACI Payment's lack of communication and failure to address my request in a timely manner.
  
  I would appreciate your assistance in resolving this matter as soon as possible.
  
  Sincerely,
  ***** ******

  Business Response

  Date: 03/09/2023

  We have attempted to contact Mr. ****** via phone, left
  voice mails and sent him an email requesting he return our call and/or reply to
  our email so we can review his ********** ********* *** ***** inquiry.  Our payment review indicates that all of the
  payments were successfully processed by ACI and the funds sent to the
  ****.  Based on Mr. ******’s summary, he
  is aware of the error (Entity ID) that he made when he processed the first
  three payments. We suggest that Mr. ****** contact the ********** ********* *** ***** and review his request for refund for the three payments with the incorrect
  Entity ID.  We have also asked our
  Payment Transaction Team to reach out to the **** and let them know about Mr.
  ******’s refund request as well.  We would be glad to review this information with Mr. ******
  if he would respond to our calls and email.  

  Customer Answer

  Date: 03/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for reaching out to me. After contacting ACI customer support over the phone, I was advised to take two actions to cancel my transaction - (1) email support and (2) make a new transaction. However, upon following these steps and making this complaint, I received an email response stating that the information provided to me over the phone was incorrect. This is misleading to customers as it falsely suggests that voiding the transaction is possible and that a response from customer support will be received via email.
  I kindly request that BBB investigate this matter further as it will take several weeks to resolve the issue with ***. I believe that ACI is being misleading by giving customers false information and making false promises regarding the transaction cancellation process.

  Another note is that I have provided screenshots with the Confirmation number but ACI has requested I provided them with the Confirmation number. 

  Thank you for your assistance in this matter.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 03/14/2023

  We reached out to Mr. ****** again on ******** He answered our call and we explained to him that we never received his initial emails and asked him to re-send an email. Unfortunately, we again did not receive them. However, we did explain that we had reached out to the **** and asked that they refund his payments with the incorrect Entity ID.  The **** responded today to the request and advised that they have initiated the refunds for the payments with the incorrect Entity ID. 

• Initial Complaint

  Date:02/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Completed payment through the ACI website to pay for federal taxes - **** ********* 2022. $254.95 was deducted from my credit card and confirmation number ******* was received via email from ACI Payments, Inc. via ********************************. Payment has never appeared on my IRS account and I had to pay separately to IRS to cover the missing monies.
  I emailed c******************************* on the 27th ******** 2022 and 11th ******** 2022 and have never receiving a response. I'm hearing disabled and communicate via email or ****.
  As of this date 14th ******** 2023, the monies have still not shown in my account as paid.

  Business Response

  Date: 02/15/2023

  We could not locate a previous email from Mr. ********, but we did locate his payment.  His payment was a successful payment. When a payment is successful, ACI sends the funds to the IRS. The IRS is responsible for applying the payment to the taxpayer's IRS account. Timeframes for applying the payment to the taxpayer's account may vary. We have reached out to Mr. ******** via email and phone to review his payment information with him to ensure all of the information he included in his payment was correct. Entering incorrect information (i.e. SSN, Payment Type, Tax Year) may result in the IRS not knowing how to apply the funds to the taxpayer's account. When Mr. ******** responds to our email or phone call, we'll be glad to assist in reviewing his payment details with him. 

• Initial Complaint

  Date:01/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a payment to the Internal Revenue Service using their 3rd party contractor, ACI Payments Inc, on ******** *** 2022. ACI successfully withdrew this money, but as of late ******* of 2023 has not sent my payment to the Internal Revenue Service. When I received a certified letter from the IRS, notifying me of this and the threat to garnish my wages for non-payment, I called the IRS. The representative I spoke to from the IRS stated that "sometimes they [3rd party payment companies] receive the money, but it does not make it to us successfully." The representative stated I should call ACI directly to request a refund and utilize a different method to pay the IRS. I attempted to call 3 different phone numbers to resolve this issue with ACI and was unable to reach a representative, the automated system was also unable to address the issue.
  I emailed ACI with a copy of all of my payment receipts and screenshots of the debit from my account on 1/12 and have received no correspondence.

  Business Response

  Date: 01/23/2023

  ********
  Hershey’s payment processed successfully on ******** when she utilized ACI’s
  payment service. ACI does not hold the funds. They are passed to the IRS and
  the IRS determines when to post the payment to the consumer’s IRS account. We contacted
  Ms. ******* to review her payment information to ensure all info was correct
  and it was validated. Ms. ******* advised that she did see a “pending” status for
  her IRS payment when she reviewed her IRS account. A pending indicator means
  the IRS has the funds and is in the process of posting the payment to her
  account. Unfortunately, the notice the IRS sent Ms. ******* is automated and is
  not cross referenced with any pending payments the IRS is working to apply to
  her account. Once the IRS posts the ******** payment to Ms. *******’s IRS
  account, she will see the payment status updated. 

   

   

  Customer Answer

  Date: 01/23/2023

  
  
  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. ACI was prompt with their reply and the representative I spoke to was not only helpful, but informative as well.
  
  
  
  Sincerely,
  
  
  
  ******** *******