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:08/16/2023

  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.

  During my review of accounts on my Experian credit report, I noticed significant inaccuracies that are in direct violation of my rights under the ***** Specifically, the account listed as SANTANDER/CHRYSLER CAP - 300001XXXXXXXXXXX should be removed due to its infringement on my consumer rights. This account was involved in a multistate investigation that uncovered deceptive lending practices by Santander, including misleading consumers about their rights, risks of partial payments, and loan extensions. The settlement resulted in consumer relief and loan forgiveness.As per 15 USC 1681(4), consumer reporting agencies must uphold their responsibilities with fairness, impartiality, and respect for privacy. Furthermore, 15 USC 1681i(5) mandates the modification or deletion of inaccurately reported accounts. These inaccurate accounts have been persistently reported, violating my FCRA rights.*********'s actions also breach U. S. Code 1681s-2 Responsibilities of Furnishers of Information, as they knowingly provided inaccurate information to consumer reporting agencies. All these accounts have violated my consumer rights under 15 U.S.C. ****, which encompasses the Fair Debt Collection Practices Act (FDCPA), prohibiting abusive and unfair debt collection practices.The following accounts, ************************ - 350018XXX and ************************* - 197506XX, similarly need to be deleted immediately. I have independently researched, drafted, and authored this complaint, without any assistance.

  Business Response

  Date: 08/21/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 17, 2023
  
  
  SALAAM ALNUR
  **************************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** SALAAM ALNUR
             Certegy Case Number 567987
  
  This is written in response to Mr.****** **************************************** (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 Santander / Chrysler Cap, ************************ or *****************************. 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: 08/29/2023

   
  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.
  
  Sincerely,
  
  Salaam Alnur

• Initial Complaint

  Date:08/09/2023

  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 was simply trying to update my autopay banking account on target.com - I tried 6x to add this new checkng account i switched to. I also tried to add my new savings account that has funds in it. I conitnue to get this error message when I search the reference# on your site:"Information about your request to add a bank account For RedCard ending in **** Hello ****,Certegy Reference Number: 6236200016913""This transaction received a decline recommendation from Certegy because it did not meet the acceptance guidelines, which can vary by store and transaction. Factors may include a combination of: the check number, dollar amount, check-writing history, or other transaction details. Generally, these guidelines don't include your account balance because banks typically don't provide it to us. Although this recommendation is final, we will evaluate all future checks at the time they are presented. For this transaction, however, we advise you to use a different form of payment."When I tried calling into the phone number provided by target for certegy - i cannot get a **** human. Every option that is presented does not get me to a human. Also, you need to fix the phrase "transaction" to say "enter your reference # given on the declined inquiry" - something that connects transaction to reference #. Nobody at Target was able to help escalate my issue either. This is quite frustrating as consumer of Traget of many years simply trying to update my info for autopay set up.

  Business Response

  Date: 08/11/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 11, 2023
  
  
  *************
  
  , CA 94608
  
  
  Re:      BBB Complaint Case Number ******** *************
             Certegy Case Number 562257
  
  
  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.
  
  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 request. We are unable to use a partial address and/or email address for this function. Once the information is received, we will review and respond accordingly.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20446407
  
  Here is my address - ******************************************************************************. It was not a returned check issue. I was trying to update my autopay account on target.com.
  
  Sincerely,
  
  *************

  Business Response

  Date: 08/17/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 17, 2023
  
  
  *************
  ********************************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *************
             Certegy Case Number 562257
  
  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.  Each transaction is evaluated individually at the time of the transaction and approval or decline recommendation is provided.
  
  We researched your transactions at Target.com on August 2, 2023, and on August 3, 2023, and determined that one of the contributing factors prompting our decline recommendations was that our third-party account validation service, Early Warning Services was unable to locate the routing and account number that was entered.  
  
  Upon receiving Ms. *** complaint, a dispute has been initiated on her behalf with Early Warning Services. Once the results of Earlys Warnings investigation are received, Certegy will mail a letter to Ms. ** to notify her of the results of the reinvestigation.
  
  We apologize for any inconvenience that this has caused. If you should have any questions or need further assistance, you can contact the **************************** at **************.
  
  Sincerely,
  
  ****************************
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20446407
  
  I am rejecting this response because:I received the mail letter of this content but Will need to wait for the next correspondence from Early Warnings to know whether this is resolved.
  Sincerely,
  
  *************

  Business Response

  Date: 08/28/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 28, 2023
  
  
  *************
  **************************************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *************
              NOTICE OF RESULTS OF REINVESTIGATION
             Certegy Case Number 562257
  
  
  This is written response to the above reference complaint.
  
  As previously stated in our August 17, 2023 letter, Certegy initiated a dispute on your behalf with Early Warning Services, our third-party account validation service to determine the cause of the unable to locate decline recommendation for use of your bank routing and account number ending in xxxx9486. We requested that they conduct an investigation with respect to your dispute.
  
  Early Warning Services responded to our request on August 22, 2023. They confirmed that they were able to locate your transaction but requested that you contact them directly to request a copy of their consumer report. If you would like to contact Early Warning directly to request a consumer report, their contact information is Early ********************************* at ************.
  
  We apologize for any inconvenience that this has caused. If you should have any questions or need further assistance, you can contact the ************************ at ************.
  
  Sincerely,
  
  ************************
  **********************
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20446407
  
  I am rejecting this response because: I called Early Warning SErvices today 8/31/23 at 11am PST. Just like I expected, there was nothing they're seeing on their end and told me to contact Certegy back.. they did verify that the bank account I was trying to link to Target's autopay system was a newly created savings account which to them is not a reason to decline. They also said that they were not seeing any returned check issues, or anything negative that should have warranted the declination. So it sounds like Certegy is still the issue here.
  
  Sincerely,
  
  *************

  Business Response

  Date: 09/07/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 7, 2023
  
  
  *************
  **************************************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *************
             Certegy Case Number 577423
  
  This is written in response to the above referenced rebuttal.
  
  We apologize for the inconvenience this matter has caused. After receiving your rebuttal, our Compliance Manager emailed Early Warning to determine what information would be required to determine the cause of their Unable to Locate response. As of the date of this letter, we have not received a response from Early Warning but will continue to work toward a solution to assist you.
  
  Once again, we apologize for any inconvenience that this has caused. As soon as we receive further information from Early Warning, we will provide it to you.
  
  If you should have any questions or need further assistance, you can contact the ************************ at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20446407
  
  I am rejecting this response because: Early Warning Services emailed me a copy of my bank account reports. As expected, the statuses of both of my new checking and savings accoutns just say "new account" on 8/3 and 8/9. At the time of my first attempt to upload my new autopay account info with each of these accounts, (on 8/3/23) the accounts were brand new and although funds were routed in, they did not finalize until days later. You can see in the image that other payments have gone out just fine - after 8/3/23, there were no other problems. So it still does not explain why I cannot use this account - I've tried many times after 8/9/23 as well. 
  
  Sincerely,
  
  *************

  Business Response

  Date: 09/15/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 15, 2023
  
  
  *************
  **************************************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *************
             Certegy Case Number 577423
  
  This is written in response to the above referenced rebuttal.
  
  We apologize for the inconvenience this matter has caused. Our Compliance Manager has contacted Early Warning on multiple occasions to discuss this issue. Unfortunately, we have not received responses to our escalation requests on September 8th and September 14th. On September 15th, we called the Early ***************************** phone number that we provided in a previous letter but were instructed to wait for a callback or an email to our requests.
  
  Our team is continuing to search for an answer and will continue to work toward a resolution.
  
  Once again, we apologize for any inconvenience that this has caused. As soon as we receive further
  information from Early Warning, we will provide it to you.
  
  If you should have any questions or need further assistance, you can contact the Customer Care
  Department at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:08/08/2023

  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 tried to purchase essential medicine from Kroger Pharmacy. I tried to pay by personal check, my account balance is over $5,000 and my credit rating (checked today at Experian) is 849. Certegy, Krogers check verification service declined my check. I immediately called my bank and they verified that my balance was high and there was no hold on my account. I tried calling Certegy but their system will not let you speak to a human, nor can you find out why the decline was made. This was very embarrassing to me and it is a very poor business practice that I could not speak with anyone at Certegy to get this mistake rectified quickly.

  Business Response

  Date: 08/11/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 11, 2023
  
  
  *************************
  *************************************************************
  
  
  
  Re:     BBB Complaint Case Number ********  
             Certegy Case Number 561769
  
  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 Mr. ********* transaction at Kroger on August 8, 2023, for $248.27 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 limited check writing history. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  However, we do understand Mr. ********* concerns and we have added his identifiers to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help ******************** 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, he can contact the ************************ at ************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:07/26/2023

  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 wrote a check to ****************** and certgey told lowes NOT to take my check due to megative information they have on file and returned checks.This is all untrue I have great credit and just purchased a new home for $551,000.00 in only my name and I called the bank and had the manager tell the cashier that ***** has never had a returned check and she had plenty of money in that account and a ******** is not a problem at all!

  Business Response

  Date: 07/31/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  July 31, 2023
  
  
  *************************
  *******************************************
  SUITE 105 PMB 677
  ******, ** 93611
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 552755
  
  This is written in response to your recent complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty services company. Certegys clients utilize our services to help reduce losses incurred through the retail practice of check acceptance. For some clients, Certegy assumes payment responsibility should an authorized check be dishonored by a check writers bank.
  
  Unfortunately, we were unable to research your complaint or locate any data in our system based on the information provided. Without additional information to research the transaction we are temporarily unable to complete your request. In order to provide assistance, please provide the following information:
  
  Drivers License Number            ______________________________________
  
  State of Issue                            ______________________________________
  
  Bank Account Number               ______________________________________
  
  Bank Routing Number                ______________________________________
  
  
  This information may be provided by mail at the address listed above in our letterhead, by fax at ************, or by telephone at **************.
  
  Once this information is received, we will be able to research the information and respond accordingly.
  
  
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20379195
  
  I am rejecting this response because:  I am NOT going to give out all of my information on line

  I have sent them a certified letter and what I asked for is I WANT ANY AND ALL INFORMATION

  THEY HAVE ON ME ON MY FILE   FOR    *********************************

                                                                       ****************************************************************; PMB 677

                                                                       ******, **********  93611  

  I ALSO NOTIFIED ALL 3 CREDIT BUREAUS AND ***** OF THIS ACTION THEY TOOK AGAINST ME FOR NO REASON

  I HAVE GREAT CREDIT AND MY BANK MANAGER TALKED TO LOWES AND INFORMED THEN THAT WAS A SMALL CHECK

  AND ***** HAD NEV ER HAD ANY RETURN CHECKS OR NSF.  THEY MADE THAT ALL UP ON ME  SO AGAIN THEY

  HAD BETTER HAVE THE RIGHT ***********************;     *********************************

  I KNOW THERE IS ANOTHER GIRL THAT LIVES

  IN THE SAME TOWN AS ME AND HER NAME IS *************************

  HOWEVER SHE WOULD HAVE ANOTHER DMV/SSI NUMBER!!!!

  SEND ME WHAT YOU HAVE UNDER MY NAME THAT IS WHAT I AM ASKING FOR 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/02/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 2, 2023
  
  
  *************************
  *************************************************************
  ************************
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number ******
  
  This is in response to the above referenced rebuttal.
  
  We apologize for any inconvenience that this matter has caused; however, we are unable to research Ms. ******** complaint without the provision of the requested identifiers. As we previously stated, transactional information is stored and referenced in our system using the consumers drivers license/state issued identification number, financial institution routing and account numbers, and Social Security Number (SSN), not by name or address. While we understand Ms. ******** concern in providing this information, in order for us to research her transaction(s), we are asking that she please provide the information below, as applicable:
  
  Drivers License or ID number ______________________________________
  
  State of Issue ______________________________________
  
  Bank Account Number ______________________________________
  
  Bank Routing Number ______________________________________
  
  We have searched our records but did not locate a certified letter on file from ******************. If the required identifiers are contained within this letter, we will respond once it is received.
  
  This information can be provided by calling us toll-free at ************** or by responding to us at the address listed above. Please include the Certegy Case Number ******, this will assist our agents in researching Ms. ******** complaint. Once the information is received, we will be able to research your concern and respond accordingly, as we are eager to resolve this matter. We ensure that the information being requested is for research purposes to better assist in responding to your complaint.
  
  If Ms. ******** should have any questions or need further assistance, she can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:07/26/2023

  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.

  On 7/23/2023, I went to my neighborhood store to cash a check sent by my school for a settlement litigation that went on about 3 years only for my check to be declined and I haven't cashed a check nor wrote a check in over a decade. I was given a reference number and I thought I would try again at another Smiths' grocery store. On 7/25/2023 I went to another Smiths' grocery store and tried to cash the check and it was the same thing. Check $518.97 Reference# *************. I called the toll free number and couldn't retrieve the reason as to why it was declined therefore I was very lucky to get through to a representative by the name of ******. He searched the aforementioned reference number and my identification and stated there was nothing listed derogatory with my name and drivers' license. I told him what can I do to get this straight he said, cash it at a bank which I don't use any banks and will not go through hoops and red tape when they refuse to fix the error in their system. This check cashing service company is violating the Fair Consumer Act because there is nothing in their system that should cause stores in my state to reject any check that I cash.

  Business Response

  Date: 08/01/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 1, 2023
  
  
  OJEBO ******
  ********************************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** OJEBO ******
             Certegy Case Number 552597
  
  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 Smiths on July 23, 2023, and on July 25, 2023, for $518.97 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 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.
  
  If ******************* should have any questions or need further assistance, she can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:07/24/2023

  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.

  This company was used by ****** for buy now pay later option.Original transaction was in 6/21/23 for a buy now pay later for a sports training camp. When I tried to complete the original payment it kept saying declined. I checked my email and received 4 emails stating is was successful and immediately contacted ****** and the merchant and we were advised that all 4 were canceled. I decided to wait a day before I processed the new payment on 6/22/23. Received confirmation all was good and even did an additional payment. I received a email stating they would be drafting another payment early and that’s when I logged back into the dashboard and noticed they had 2 active orders. I got in contact again with the merchant and ****** and have yet to get a resolution! I have only been able to get in contact with ******. I have not been able to get in touch with a live representative for Certegy. Today, 7/24/23 I received a call from a debt collector on behalf of Certegy attempting to collect a debt. I told them the company has been paid in full and I’m disputing this. They connected me to a representative and I asked to speak to a manager and was told they could not transfer me to a manager due to the wait time. I told them I do not have a problem waiting for a manager to get on the line but was told no and they had no record of negative information in my file. The rep ****** could not even locate transactions for my account. This has been going on since 6/21/23 I even incurred a stop payment fee with my bank to avoid them debiting my account further until this has been rectified! I’ve tried to get this corrected with several calls and email to both ****** and Certegy and now they are in the process impacting my credit for their error. Please see attached that was also sent to ****** and Certegy

  Business Response

  Date: 07/31/2023

  
  ******* ******* ********** ***
  ** *** ***
  ***** ********* ** *****
  
  
  July 31, 2023
  
  
  ****** *******
  
  * ** *****
  
  
  
  Re:      BBB Complaint Case Number ******** * ****** *******
             ******* **** ****** ******
  
  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. Certegy’s 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 writer’s 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.
  
  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 request. We are unable to use
  a partial address and/or email address for this function. Once the information
  is received, we will review and respond accordingly.
  
  Sincerely,
  
  Customer Care
  Department
  Certegy Payment
  Solutions, LLC
  

• Initial Complaint

  Date:07/21/2023

  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.

  On July 7th, 2023, we had carpet installed by Empire and wanted to pay the balance of what we owed by personal check. Empire uses Certegy to look at personal checks and they declined it, which was very embarassing. We placed it on our credit card so they could do the work. I called our bank, ***** Fargo, and they had no record of hearing from Certegy regarding our account which had more than enough money in the account to cover the ********************. My husband and I take our financial responsibilities very seriously so want to know why they declined the check. I sent in a review on them asking for this information and BBB of ******* came back with the same response you hear if your call them. You cannot get a live person to talk to in order to respond via the phone numbers listed for the business. I am concerned about giving you my bank account number information as I would prefer to talk to a live person in giving the information. My ********* drivers' license is ****************. I want them to tell me why our check was declined and clean up any misinformation they my have on file plus a letter of apology.

  Business Response

  Date: 07/27/2023

  
  Certegy Payment Solutions, LLC
  PO Box ***
  *************** ** *****
  
  
  July 27, 2023
  
  
  ***************************
  **** *** ******
  ********* ** *****
  
  
  
  Re:      BBB Complaint Case Number ******** ***************************
             Certegy Case Number ******
  
  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 ****************** transaction at Empire Home Services on July 7, 2023, for $1,217.99 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 transaction history prior to that date associated with the routing/account and drivers license numbers in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  If **************** should have any questions or need further assistance, she can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:07/14/2023

  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.

  My wife went to write a check at dillons on ******** in ********** ** today 7/13/23 for ***** and her check was declined and I had a reference number ************ and for us to call ***********. I did this same day and they said we had a returned check reported by check complete at phone number ************ and I needed to call them. Of which I did and they said they did not have a check that all checks showed paid and that all they can do it send me a letter paid in full So I called certegy back because the other company told me to and went through the whole process again for which they said they had to investigate the issue and it nay take 30 days even though the other company said there is nothing there. This is unacceptable and we us checks to pay all.of utilities ect because I travel for my company this is false reporting and defemation of my wife's character. Something should be done for this false reporting. Can you please address this. Thank you *************************** ************ .

  Business Response

  Date: 07/18/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  July 18, 2023
  
  
  ***************************
  ************************************************************ 67502
  
  
  
  Re:      BBB Complaint Case Number ******** ***************************
             Certegy Case Number 542044
  
  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.  Some clients may provide us with returned check information, should an authorized check be dishonored by the check writers bank. 
  
  Using the information provided by our client, Dillons Stores, Certegy authorized check number **** in the amount of $135.83 dated June 10, 2023. The financial institution returned the check as Non-sufficient Funds, and the returned item was reported to Certegy and entered our files on June 23, 2023, as claim 95368319.
  
  We researched your declined transaction from July 13, 2023, for $49.92 at Dillions and determined that our client reported negative information to Certegy which resulted in the declined transaction.
  
  On July 13, 2023, ****************** contacted our office and disputed the returned item as paid. Our representative opened a dispute investigation on your behalf. The dispute will remain open up to 30 days from the date it was received or at the conclusion of the reinvestigation. The disputed item will continue to be reported as unresolved during the investigation, which could affect check writing and cashing privileges at any of our merchant clients locations. However, it will be removed from Certegys files if our investigation confirms the item to be paid.
  
  If ******************, should have any questions or need further assistance, please contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:07/12/2023

  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 cashed one check at pls and certegy denied because they sale equipment or software or both to businesses and give those businesses the authority to deny your check. PLs downtown ******* denied my check and told me its because your always telling on us and your homeless. I waited weeks later and received a new copy of the same check and went into 2 *******s where I was downed and disrespected, the first ******* said we don't want to help you unvictim and stop being homeless, we're not cashing your check, the 2nd ******* denied my check and it is now useless. I called certgy and they told me there is nothing we can do, you must go back to the same store that frauded and cancelled your check and they must reverse what they did. ******* called me and said we won't help you on my voicemail so now I can't do nothing with these checks.

  Business Response

  Date: 07/18/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  July 18, 2023
  
  
  *************************
  ******************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 568733
  
  
  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 ******* on July 5, 2023, for $397.00 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 understand ****************** 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.
  
  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:07/06/2023

  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 attempted to cash a check at my local ******* in *************** **** and was denied because of CERTEGY, 's credit reporting. When I attempted to dispute by phone and by email, my options were to WRITE A LETTER to CERTEGY REQUESTING MY CREDIT REPORT. First. Why is a credit report even relevant to my CASHING A CHECK?Second. I did not write the check, I received the check. Why does my credit information relate to a received check?Third. My credit report consists of student loan debt. Why is that affecting my ability to cash a check?Fourth. Certegy proceeded no options of contact besides writing a letter.

  Business Response

  Date: 07/13/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  July 13, 2023
  
  
  *****************************
  ***********************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *****************************
             Certegy Case Number 537849
  
  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, 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 **************** transaction at ******* on July 3, 2023, for $61.08 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters that were being monitored for our client.
  
  Unfortunately, valid checks occasionally overlap with certain risk patterns resulting in a decline recommendation. However, we do understand **************** 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.
  
  If ************** should have any questions or need further assistance, she can contact the *************************** at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20277897
  
  I am rejecting this response because:

   

  That does not EXPLAIN ANYTHING. ******* MONEY CENTER IS A SERVICE EXACTLY FOR CASHING CHECKS AND THE ONLY CHECKS ON MY CERTEGY FOR ARE THE ONE DENIED. I GOT ALL  CREDIT REPORTS FROM ALL REPORTING AGENCIES AND THERE IS NOTHING OUTSTANDING THAT WOULD VALIDATE  CERTEGYS DENIAL  VERY UNPROFESSIONAL

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

  Business Response

  Date: 07/19/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  July 19, 2023
  
  
  *****************************
  ***********************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *****************************
             Certegy Case Number 544425
  
  This is written in response to **************** rebuttal.
  
  Check writing and check cashing 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 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.
  
  Furthermore, Certegy does not access any credit report information in the course of authorizing check cashing transactions.
  
  We apologize for any inconvenience that this has caused ************** and we hope 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