Complaints

This profile includes complaints for Certegy Payment Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Certegy Payment Solutions, LLC

  17757 US Highway 19 N STE 375 Clearwater, FL 33764-6592

• 

  Certegy Inc.

  2820-C Kalihi St. Honolulu,, HI 96819

• 

  Certegy Payment Solutions, LLC

  P O Box 144717 Orlando, FL 32814

• 

  Certegy Payment Solutions, LLC

  PO Box 908 Grand Junction, CO 81502-0908

• 

  Certegy Payment Recovery Services, Inc.

  652 N. Sam Houston Pkwy E. Houston, TX 77060

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:09/12/2023

  Type:Product 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.

  06/17/2020 Certegy claims that I owe godaddy.com $10.65. But, I do not and GoDaddy has sent me proof: that they do not do business with Certegy, I do not owe GoDaddy any money at this time and they said this company is a scam.

  Business Response

  Date: 09/20/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 20, 2023
  
  
  
  *************************
  **** *****************
  ***********, ** 78240
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 583403
  
  This is written response to the above reference complaint.
  
  To provide some background, Certegy Payments Solutions, LLC (Certegy), is a check authorization and warranty 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, Go Daddy.com Certegy authorized ACH transaction, in the amount of $10.65 on June 17, 2020. The financial institution returned item as Non-Sufficient Funds. Certegy assumed the payment and the returned item entered our files on June 23, 2020, as claim, ********.
  
  On April 3, 2023, ************** contacted Certegy and stated the payment had been made. A disputed investigation was filed. On April 5, 2023, Certegy sent notification to the merchant Go Daddy to verify the payment status of the claim. Go Daddy responded This was an automatic renewal for a managed WordPress website hosting plan. It was purchased back in 2015 and has been automatically renewed each month since. It has since been cancelled, but no refund is owed. Certegy sent an accurate letter to the consumer as results of the investigation of the dispute.
  
  On July 10, 2023, ************** again contacted Certegy and stated the payment had been made. A disputed investigation was filed. On July 12, 2023, Certegy sent notification to the merchant Go Daddy to verify the accuracy payment of the claim. Go Daddy responded this has not been paid using any other payment method. Certegy sent an accurate letter to the consumer as results of the investigation of the dispute.
  
  We understand that ************** has attempted on several occasions to resolve this outstanding payment. If ************** has a copy of the receipt or other supporting documents, she may forward those to ************* at the address above. Please reference the Certegy Case Number above to assist us in the investigation. Upon completing the investigation, correspondence will be mailed to ************** to the address on file with the outcome of the investigation. The disputed item will continue to be reported as unresolved on our Consumer File Disclosure Report until the investigation is complete, which might affect check writing and cashing privileges at any of or merchant clients locations but will be removed from Ms. ****** consumer file if our investigation confirms the item to be inaccurate.
  
  If ************** wishes to make the payment for the amount, she can send a check to Certegy Payment Solutions, LLC at P.O. Box ****, **********, ** *****. Once we receive payment we will apply it to the claim, but the claim will not clear until payment is confirmed received which could be **** business days. Please reference claim #******** on the check to ensure the payment is applied appropriately.
  
  If ************** should have any questions or need further assistance, she can contact the ************* Department at ************.
  
  Sincerely,
  
  ************* Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 10/01/2023

   
  Complaint: 20587472
  
  I am rejecting this response because: GoDaddy sent me a letter verifying that I never had an unpaid debt with them in 2020 & they do not do biz with you
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/11/2023

  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502

  
  October 11, 2023

  
  ************************* 7018***************** ***********, ** 78240

  Re: BBB Complaint Case Number ******** ************************* Certegy Case Number 592677

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

  
  Using the information provided by our client, Go Daddy.com Certegy authorized an ACH transaction, in the amount of $10.65 on June 17, 2020. The financial institution returned item as Non-Sufficient Funds. Certegy assumed the payment and the returned item entered our files on June 23, 2020, as claim, ********.

  
  Certegy previously sent notification to the merchant Go Daddy to verify the payment status of the claim. Go Daddy responded confirming the transaction as accurate. Certegy sent a letter to ************** with the results of the investigation of the dispute.

  
  Based on the copy of screenshot of your Go-Daddy account history contained in the recent rebuttal, we again contacted Go Daddy to provide the screenshot to verify the information. As of todays date, we have not received a response from Go Daddy.

  
  Certegy received a check payment of $10.65, check number ****, which has been applied to claim ********. The claim is not clear until payment is confirmed which could be **** days from the date the payment was applied which was October 6, 2023. Once the payment is posted in our system, the claim will be updated to resolved status in Certegys files. Additionally, Certegy waived the returned check service charge of $30.00.

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

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

• Initial Complaint

  Date:09/11/2023

  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.

  Submitted check to ****** Store **** to pay for generator and installation. Check was declined by Certegy with very vague reason: "CODE 2 - Although there is no prior unpaid check information on file. Certegy did not have sufficient information available to approve the transaction, or this transaction was outside of pre-established guidelines."Attempts to reach Certegy by telephone have been unsuccessful, being stuck in a loop that only regurgitates information similar to above. I have tried both the number given to me by ******, and the number on Certegy's web site - the same canned bot message with only the introduction being different. I will be contacting ****** ************* in addition.I have also requested a copy of their Fair Credit Reporting Act report.

  Business Response

  Date: 09/15/2023

  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502

  
  September 15, 2023

  
  ***********************
  ************************************
  ******, ** 36904

  
  Re: BBB Complaint Case Number ******** ***********************
  Certegy Case Number 582867

  
  This is written in response to the above referenced complaint.

  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To
  protect both consumers and retailers against losses from fraudulent or returned checks, we developed
  an automated system that predicts the likelihood of these outcomes in connection with a particular
  check. Check 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, check writing and cashing
  history, check number, amount, and fraud trends. The information used in determining risk for our clients
  is primarily based on check writing history and actual losses to clients. For example, Certegy may
  recommend to a merchant that it not accept a check if it has similar characteristics to other checks 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 check. This service enables many of our clients to
  continue to offer check writing and cashing options that might not otherwise be available without
  protection from exposure to potential losses. We cannot disclose our specific guidelines, or the services
  we provide to subscribing merchants would be compromised.

  
  We researched ******************** transaction at Lowes on September 7, 2023, for $14,860.63 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 and there was no prior check writing history
  associated with the routing/account number in our system. Unfortunately, valid checks occasionally
  overlap with certain risk factors resulting in a decline recommendation.

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

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

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20586185
  
  I am rejecting this response because:

  It is a non-responsive response. It does clarify the rejection reason, but does not address access to customer representatives. ********y, it says if you've never written a check to this business, we will deny it. Nor does it take into account that an earlier check written on a different account/routing number was processed all the way to the bank, where it was rejected for non-financial reasons.

  However, it is very obvious Certegy has no real interest in customer service, based on other ******************** complaints from other customers at other businesses.

  I do not anticipate pursuing this any further.
  

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

  Business Response

  Date: 09/18/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 18, 2023
  
  
  ***********************
  *********************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 582867
  
  This is written in response to ******************** 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 risks when accepting checks. By providing this service, many of Certegys clients can continue to offer check writing and check cashing options in most cases, which otherwise may not be available to their customers. We provide our clients with recommendations based on the previously mentioned parameters; however, our clients retain the right to make the final decision of whether they will accept a check.
  
  We apologize for any inconvenience that this has caused ****************** and we hope that the above information provides more clarification on the services that are provided to our clients. Although we can never guarantee the approval of future check transactions, we encourage ****************** to continue performing check transactions wherever he desires.
  
  If ****************** should have any questions or need further assistance, he may contact the ************************ at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 09/18/2023

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

• Initial Complaint

  Date:09/11/2023

  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 went to Kroger today to cash my payroll check and was told it was "declined". I was handed a receipt that stated "This transaction received a decline recommendation from Certegy because it did not meet the acceptance guidelines." with a number ************ to contact them. After ********************************************************* circles with the automated system, I am told that I cannot be connected to customer service. No explanation as to why. No way to leave a message. Not even a suggestion of a better time to call back. Only that I could request my file from Certegy. I went around and around some more and was finally able to request my "file" through the automated system but, was told that it would arrive in **** business days. Who has that kind of time to wait on an explanation of why you cannot get the money that youve worked hard for and DEPEND on?!? I had this exact same experience at ******* several weeks ago. I cashed my payroll checks at the same store every single week for MONTHS and then all of the sudden, I am "denied". At that time, I did go through the same process as above but, I got extremely frustrated and said forget it. Now, for the second time, I wasted an hour or more with their automated system with no resolution and my family must wait until Monday, when I'll have to take time off from work, to get the money that we need for food and expenses. I cash my checks at *******, etc, because I WORK during banking hours. It is absolutely ludicrous that a company like this is able to make decisions that could critically affect one's financial situation but is not required to have a human being available to explain exactly WHY they made the decision they made. No one should be allowed this kind of decision making "power". A payroll check should be accepted or an immediate clear, concise reason for the denial should be required of them. Not the vague blanketed response that they offer. I've included the receipt I was given for reference.

  Business Response

  Date: 09/13/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 13, 2023
  
  
  *******************************
  **** ********
  *******, ** 30224
  
  
  
  Re:      BBB Complaint Case Number ******** *******************************
             Certegy Case Number 582226
  
  This is written in response to the above referenced complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To
  protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connections with a particular check. Check 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, check writing and cashing history, or lack of check history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on check writing history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a check if it has similar characteristics to other checks 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the service we provide to subscribing merchants would be compromised.
  
  We researched Ms. *********** transaction at Kroger on September 9, 2023, for $1,266.86 and determined that one of the contributing factors prompting our decline recommendations were that the transactions fell within the risk parameters we were monitoring for our client. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  However, we do understand Ms. *********** concerns and we have added her identifier to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help ************************ with future transactions that are routed to Certegy for processing.
  
  We apologize for any inconvenience that this has caused. If ************************ should have any questions or need further assistance, she can contact the ************************ at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 09/14/2023

   
  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:09/05/2023

  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.

  Certegy always declines my checks no matter who the check is from. Anywhere else will cash these checks. I tried calling Certegy and was hung up on. And the second time I called the employee was no help and tried to tell me the check I tried to cash could be bad but anywhere else will take it ? This is a **** poor company that is almost impossible to get through to. It ***** I cant cash my checks at ******* or whoever because this Indian ran company operates through them. I feel they have some flag on me in their system. And want them investigated by the bbb

  Business Response

  Date: 09/07/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 7, 2023
  
  
  ***********************
  
  ,** 30117 
  
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 579665
  
  
  
  Thank you for your recent submission. Unfortunately, we are unable to address your concerns without your full address, as it was not included in your submission. Certegy uses your address to create a consumer profile, for tracking and responding to your complaint. We are unable to use a partial address and/or email address for this function. If at the resolution of your complaint, you request a consumer file disclosure report (****), which includes the information that Certegy has on file related to your identifiers, we will require the address to mail the ****. Certegy does not respond or communicate with consumers by unsecured email. The personal information is not sold to third parties.
  
  Once the information is received, we will review and respond accordingly.
  
  Sincerely,
  
  Customer Care Department
  **********************
  

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20555467
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2023

  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.

  A check was declined by my local grocery store and it listed a telephone number and Certegy. I learned that a ck. Im the amount of $***** was returned by my credit union. I was never notified by my credit union nor was I ever informed of a returned check. In August 2022, I had a check that was forged and in the process of resolving it, my credit union advised me that I needed a new number. I provided my credit union with the amounts and payees on 3 checks that were outstanding. This included the ***** check. When questioned on why the $***** ck was returned, I was told that the person who handled it didnt read the notes in my file. I subsequently paid the $80.03 to resolve However my checks continue to be declined. A letter dated 8/16/23, from Certegy, ID ******, shows that this information will continue to be maintained in my file and declinations will continue! This is absurd that this information is maintained in spite of the fact that my credit union was at fault. I offered to have my credit union send a letter, however, I was told that this would not help. Its so difficult trying to even get someone who understands. Someone sent me a fraud affidavitI did not allege fraudulent activity regarding the $***** check. Im requesting that Certegy accept a letter from my credit union and remove, rather than maintain, this negative and erroneous information from my record. They have been unresponsive and uncooperative! I have never written a bad check and to have checks declined is not only embarrassing, its incorrect.

  Business Response

  Date: 08/28/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 28, 2023
  
  
  ***************************
  556 MIDDLETON PLACR
  *******, ** 30018 
  
  
  
  Re:      BBB Complaint Case Number ******** ***************************
             Certegy Case Number 572785
  
  This is written in response to the above referenced complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connection with a particular check. Check 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on check writing history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a check if it has similar characteristics to other checks 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 check. This service enables many of our clients to continue to offer check writing and 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.
  
  Upon receiving Ms. ******* complaint, Certegys Compliance listened to the call recordings. The customer service representative misunderstood Ms. ******* request to initiate a dispute in reference to her stolen checks. Therefore, the agents initiated a fraud dispute and sent a letter and affidavit to be completed, then sent a letter at the conclusion that was incorrect for the circumstances. We apologize for any inconvenience that this has caused.
  
  We researched Ms. ******* transaction at Kroger on August 21, 2023, for $53.70 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 and there was limited check writing history on the account ending in xxxx4633. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  Our records indicate that claim #******** for $50.03 (and service charge for $30) was paid on July 31, 2023 for account ending in xxxx5519. The claim has been updated to resolved status. We will mail a copy of Ms. ******* consumer file disclosure report (****) to her, which includes all transaction information that we have on file related to the identifiers provided. **************** should receive the report within 15 calendar days. The returned check 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.
  
  However, we understand Ms. ******* concerns, and 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 and approval recommendation, this will help **************** with future transactions that are routed to Certegy for processing.
  
  
  If **************** should have any questions or need further assistance, she can contact the ************************ at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:08/21/2023

  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 checked my credit reports today and found this inaccurate account on my credit reports and noticed that the ************************ (Some Owned by the Major CRAs), and ************************* have violated my consumer protected rights according to the ***** The following Companies: *************************, LLC - *****, NATIONAL CREDIT SYSTEMS ***** #####**, COLUMBIA DEBT RECOVERY PRS0SRXXXXXXXXXXXXXX - and PROFESSIONAL CREDIT SERVICE - #######################**** have been repeatedly reporting inaccurate information and it's stressed me out and is causing my family to suffer as well in many ways. This has motivated me to research and annotate the violations against my consumer rights as follows: Violation of the **** under 15 U.S Code ****a(2)(B): Exclusions from a consumer report, 15 U.S Code ****b permissible purpose of consumer reports. I've Never given anyone my permission to share or report any of my information. All have violated 15 U.S. Code ****e(b): Compliance Procedures, and 15 U.S. Code ****i (5): Reporting inaccurate accounts and they can't be verified with proof that I have requested already. U.S.C Code **** Section 602 A. States I have the right to privacy. 15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions; I never gave anyone written instructions. 15 U.S. Code ****c - Requirements relating to information contained in consumer reports. 15 U.S.C ****c(a)(5) States: no consumer reporting agency may make any consumer report containing Any other adverse item of information. You've also violated the United States Code Law under TILA, 15 U.S. Code 1666(b) Billing error. All of this research was exhausting, but I did it all by myself, with No 3rd Party assistance. Delete these accounts now!

  Business Response

  Date: 08/24/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 24, 2023
  
  
  *****************************
  20 *************
  *********, ** 30252
  
  
  
  Re:      BBB Complaint Case Number ******** *****************************
             Certegy Case Number 572461
  
  This is written in response to Ms. ******** complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connection with a particular check. Check 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risks for our client is primarily based on check writing history and actual losses to clients.  For example, Certegy may recommend to a merchant that it not accept a check if it has similar characteristics to other checks 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses.
  
  Certegy does not report information to credit bureaus and is not responsible for any changes to your credit score.
  
  We were unable to view the identification that was attached to your complaint. If you would like to request a copy of Certegys consumer file disclosure report (****), you may request it from our website at www.askcertegy.com or call ************. The **** includes the information that Certegy has on file related to your identifiers.
  
  If ****************** should have any questions or need further assistance, she can contact the ************************ at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20498655
  
  I am rejecting this response because: I have re-attached my identification so Certegy can process my complaint.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/30/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 30, 2023
  
  
  *****************************
  20 *************
  *********, ** 30252
  
  
  
  Re:      BBB Complaint Case Number ******** *****************************
             Certegy Case Number 575826
  
  
  This is written in response to Ms. ******** rebuttal.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connection with a particular check. Check 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risks for our client is primarily based on check writing history and actual losses to clients.  For example, Certegy may recommend to a merchant that it not accept a check if it has similar characteristics to other checks 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses.
  
  Certegy does not report information to credit bureaus and is not responsible for any changes to your credit score.
  
  Certegys consumer file disclosure report (CFDR) does not contain entries for *************************, *************** Systems, Columbia Debt Recovery, and **************************** As a courtesy, a copy of Certegys CFDR will be requested and mailed to you, which will include all transactions that Certegy has on file related to the identifier provided. You should receive this report within 15 calendar days.
  
  We hope you find this information helpful. For any questions or further assistance, you can contact the ************************ at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 08/31/2023

   
  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:08/21/2023

  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.

  Today Certegy denied me getting my payroll check cashed at ******** Even though I have cashed this check every month for years.I called and received no reason and no help whatsoever.I then went online to get a copy of my account report from them. I filled out the form four times and four times when I click submit, it starts all over again!This is insane! I have no answers as to why. Im broke now and on low fuel and will go hungry tonight because of this companys gross neglect and incompetence!And I have no recourse or other options as it is the weekend and after notmal bank hours.So now I will go hungry the rest of this weekend u til a bank opens on Monday!This should be illegal and criminal. Being made to suffer like this when I earned that money and need it desperately! And I am raising a grandchild that will also suffer!They provid no reason, have no course of action I can take, there are no solutions!This is a big problem! They shouldnt be allowed to operate!!!They should have to pay for the damages they are causing me and my family!This has happened ona. Few other occasions also! And no reasons for why sometimes it goes through and sometimes it doesnt! But my family will pay the price once again!!

  Business Response

  Date: 08/24/2023

  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502

  
  August 24, 2023

  
  ***********************
  536 ********************
  ******, ** 30143

  
  Re: BBB Complaint Case Number ******** ***********************
  Certegy Case Number 572227

  
  This is written in response to the above referenced complaint.

  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To
  protect both consumers and retailers against losses from fraudulent or returned checks, we developed
  an automated system that predicts the likelihood of these outcomes in connection with a particular
  check. Check 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, check writing and cashing
  history, check number, amount, and fraud trends. The information used in determining risk for our clients
  is primarily based on check writing history and actual losses to clients. For example, Certegy may
  recommend to a merchant that it not accept a check if it has similar characteristics to other checks 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 check. This service enables many of our clients to
  continue to offer check writing and cashing options that might not otherwise be available without
  protection from exposure to potential losses. We cannot disclose our specific guidelines, or the services
  we provide to subscribing merchants would be compromised.

  
  We researched ****************** transaction at Wal-Mart on August 19, 2023, for $1,718.00 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. Unfortunately, valid checks occasionally
  overlap with certain risk factors resulting in a decline recommendation.

  
  However, we understand ****************** concerns, and have added her identifier to a positive file, which
  will increase the likelihood of an approval recommendation in the future. While we can never guarantee
  and approval recommendation, this will help **************** with future transactions that are routed to
  Certegy for processing.

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

  
  Sincerely,

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

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20496124
  
  I am rejecting this response because: while I appreciate the effort to prevent this if I chose to return to this business in the future. It doesnt help that me and my grandson went without food and no food pantries were open, my insurance was cancelled the following day, my mortgage payment was not able to paid because of lack of funds after paying a towing bill, and I ran out of gas had to sit in the heat for over 4 hours until a nice lady stopped and took us home, and had to have my car towed home on the following business day as I had no insurance then and had to pay a tow bill of $321.00. Not to even mention I am still trying to find affordable car insurance that we can afford. 

  I am attaching the receipt from the wrecker service for $321, my mortgage hasnt been paid because of this and it is $529.70 and I am at risk for losing my home as I was already under chapter 13 bankruptcy and you cannot miss or be late on a payment. So we may soon be homeless!

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

  Business Response

  Date: 08/28/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 28, 2023
  
  
  ***********************
  536 ********************
  ******, ** 30143
  
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 572227
  
  This is written in response to ****************** rebuttal.
  
  We appreciate **************** making us aware of her concerns and we empathize with any inconvenience that this may have caused. Be aware merchants take certain risks when accepting checks, by providing this service, many of Certegys clients can continue to offer check writing and check cashing options in most cases, which otherwise may not be available to their customers. Our system analyzed 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, cashing activity, including check amounts.
  
  Certegy hopes that the above information provides more clarification for the services that are provided to our clients. Although we can never guarantee the approval of future check transactions, we encourage **************** to continue performing check transactions wherever she desires.
  
  If **************** should have any questions or need further assistance, she may contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20496124
  
  I am rejecting this response because:
  
  I still dont see them making any effort to help ease the strain that they caused me.

   

  I suffered and they need to realize what consequences can occur when they wrongfully deny cashing someones check. It caused a series of horrible events for me. And I had no idea they would deny me cause I cash them there almost every month. I never expected this to happen and there was no reason for it. It was a payroll check that clearly says employee on it. And from a large and well known Employer, MetLife!  Why would that be a problem one month and not for many other months. Makes no sense!

  What they did, should be unlawful. It cost me money that I already didnt have because of what they did. 
  

  They need to take responsibility for the damage it cost me! There business is to cash checks, correct? They failed to do so. So what are they in business for if they cant do the one thing they offer as a service! 
  

  Because of what happened, it cost me over $300 that I needed for my

  motgage and car insurance. Not to mention I had no money to eat that weekend and lost use of my vehicle.

   

  I am a paycheck to paycheck family, like most of there other customers. This was wrong and they dont have any consequences for there actions! Its not right! However we as customers do suffer serious consequences for their decisions! 
  

  maybe if they had consequences like we do, they would make better decisions in the future or just close their doors if they are unable to provide the one service they offer the public and there partners.

  They dont care because they believe it wont affect them. They should be held accountable in some way! 
  

  I may just contact my attorney regarding this matter. I believe I have proved they failed to provide a service and I have proved how I suffered because of their negligence to provide said service! And they have made no effort to remedy this matter satisfactory to me.

   

  This last response from them, only mimicked their first and they are side stepping the issue!

   

  There was no new offer from them for me to accept or reject. They didnt even answer my rejection!  Sounds like they are giving some robotic automated answer.

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

• Initial Complaint

  Date:08/21/2023

  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.

  Today, I reviewed my credit reports and found inaccurately reported accounts. It has come to my attention that ************************* some of which are owned by the major ************************* (CRAs), have collectively violated my consumer rights as defined by the ***** Specifically, the following companies: 1ST DIGITAL/SYNOVUS/VT - 526449XXXXXXXXXX has consistently reported erroneous information. This situation has caused me a whole lot of distress and has adversely affected my family in various ways. RESURGENT/LVNV FUNDING- 526449XXXXXXXXXX was listed with the Same Account Number on my Experian Credit Report inaccurately, under Two different accounts every month! This is Negligent and Damaging to my credit. Delete both of these accounts now! My commitment to resolving this issue led me to conduct thorough research and document the violations against my consumer rights, as follows: 1. Violation of the **** under 15 U.S Code ****a(2)(B): Exclusions from a consumer report. 2. Violation of 15 U.S Code ****b: Permissible purpose of consumer reports. I have never authorized anyone to share or report my information. 3. Violation of 15 U.S. Code ****e(b): Compliance Procedures. 4. Violation of 15 U.S. Code ****i(5): Reporting inaccurate accounts without providing verifiable proof of my requests. Furthermore, I wish to highlight my right to privacy as enshrined in 15 U.S.C Code **** Section 602 A, and Section 604 A, Section 2, which unequivocally states that a consumer reporting agency cannot furnish an account without my written instructions, which I have never provided. In addition to **** violations, there is a violation of the United States Code Law under TILA, 15 U.S. Code 1666(b) Billing error... I must stress that this exhaustive research was conducted entirely by me, without any third-party assistance. In light of these numerous and well-documented violations, I urgently request the removal of these accounts from my credit reports.

  Business Response

  Date: 08/24/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  
  
  August 24, 2023
  
  
  *************************
  **** *********
  *********, ** 40511
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 572136
  
  This is written in response to ******************** complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connection with a particular check. Check 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risks for our client is primarily based on check writing history and actual losses to clients.  For example, Certegy may recommend to a merchant that it not accept a check if it has similar characteristics to other checks 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses.
  
  Certegy does not report information to credit bureaus and is not responsible for any changes to your credit score.
  
  Certegys consumer file disclosure report (CFDR) does not contain entries for 1st Digital/Synovus/ VT or Resurgent/LVNV Funding. As a courtesy, a copy of Certegys CFDR will be requested and mailed to you, which will include all transactions that Certegy has on file related to the identifier provided. You should receive this report within 15 calendar days.
  
  We hope you find this information helpful. For any questions or further assistance, you can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:08/18/2023

  Type:Sales and Advertising 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 wrote a check to Dollar General and had it declined. I was shocked as I have had my account for almost 20 years and never had a returned check. When I called Certegy, the company used by Dollar General, I was unable to reach a live person for a response. I then went online and the response indicated there are several factors and that ultimately Dollar General is responsible for the check cashing guidelines set. I then contacted Dollar General and requested a written copy of the guidelines set by their company and was unable to obtain a copy. Under the Fair Credit Report Act, I have a right to the SPECIFIC REASONS my check was declined and have only obtained a vague statement from Certegy that provides no information regarding my specific reasons. This appears to be a violation of my laws under regulatory law.

  Business Response

  Date: 08/24/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 24, 2023
  
  
  *****************************
  ******************
  ****************, ** 52706
  
  
  
  Re:      BBB Complaint Case Number ******** *****************************
             Certegy Case Number 571165
  
  This is written in response to the above referenced complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connection with a particular check. Check 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on check writing history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a check if it has similar characteristics to other checks 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the services we provide to subscribing merchants would be compromised.
  
  We researched ******************** transaction at Dollar General on August 18, 2023, for $63.17 and determined that one of the contributing factors prompting our decline recommendations were that the transactions fell within the risk parameters we were monitoring for our client and there was no prior check writing history associated with the routing/account or identification numbers in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  We apologize for any inconvenience that this has caused. If ****************** should have any questions or need further assistance, she can contact the ************************ at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:08/17/2023

  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.

  I was approved for a leisure vehicle loan from my bank (usaa). The bank sent me a certified check to go purchase the vehicle from Lowes. Lowes ran the check through a complaint they use called Certegy. Certegy declined check. I called Certegy and was told that the routing number has 6 returned checks. I then called my bank because the routing number is theirs. They checked everything and said everything is ok with the certified check but Certegy refuses to clear the check. Certegy would not discuss issue any further with me and could offer no explanation about why they cannot clear a certified check from a federal banking institution.

  Business Response

  Date: 08/25/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 25, 2023
  
  
  *********************
  ***************************************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 568486
  
  This is written in response to the above referenced complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connection with a particular check. Check 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risks for our client is primarily based on check writing history and actual losses to clients.  For example, Certegy may recommend to a merchant that it not accept a check if it has similar characteristics to other checks 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses.
  
  We researched Ms. ******* transaction at Lowes on August 16, 2023, for $8,184.54 and determined that the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client.
  
  We understand Ms. ******* concerns and are working towards creating a solution for this issue. Our Compliance team will contact the Lowes location to discuss further, then contact ******************* to communicate the solution.
  
  We apologize for any inconvenience that this has caused. If ******************* should have any questions or need further assistance, she can contact the ************************ at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20480803
  
  I am rejecting this response because:

  Certegy did not provide any resolution. The check was from my bank. Not my personal account. The funds were guaranteed. However, I took my business elsewhere and purchased a better product than Lowes had for the same price. So, yay Certegy, you cost your client some business. And I know Im not the only one. Thank you BBB for looking into this. You can close this ticket but my rate of satisfaction with Certegy still stands. DO NOT do business with them unless you want to get nowhere and be treated like a delinquent in the process. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/29/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 29, 2023
  
  
  *********************
  ***************************************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 568486
  
  This is written in response to Ms. ******* rebuttal.
  
  Certegy provided a response to your complaint on August 25, 2023. In the response Certegy stated that we were working on a solution with Lowes and that the information would be communicated to you. Our Compliance Manager called you at the daytime phone number contained in your complaint and left you a message with the proposed resolution on that same date.
  
  Certegy considers the matter closed with no further response.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 08/29/2023

   
  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. Their response is too late however. Certegy should have made this effort in the beginning without me having to go through all this. I ended up having to go elsewhere for business.
  
  Sincerely,
  
  *********************