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 Recovery Services, Inc.

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

• 

  Certegy Payment Solutions, LLC

  PO Box 908 Grand Junction, CO 81502-0908

• 

  Certegy Payment Solutions, LLC

  P O Box 144717 Orlando, FL 32814

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: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
  

• Initial Complaint

  Date:06/28/2023

  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.

  6/26/23 Ordered installation at ***************** and presented a check of good funds - they ran me through a system called Certegy Payment Solution LLC Which gave a code 2 denying me to purchase - I do not have record of NSF activity or poor credit - contacting Certegy they had no answers for me Im distressed to find I am placed in this category !No answers . Filing BBB complaint because of unfair practices and discrimination practices.Denial of services due to Certegy corrupt records.

  Business Response

  Date: 07/06/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  July 6, 2023
  
  
  
  ***************************
  PO BOX  8251
  *****************, ** 92341
  
  
  
  Re:      BBB Complaint Case Number ******** ***************************
             Certegy Case Number 533628
  
  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 thoroughly researched Ms. ********* transaction at Lowes on June 26, 2023, for $6,997.00 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 and there was no prior transaction history associated with the routing/account number in our system. Unfortunately, valid checks occasionally overlap with certain risk patterns resulting in a decline recommendation.
  
  If ******************** should have any questions or need further assistance, she can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20248010
  
  I am rejecting this response because:

  my bank gave me a 10k daily limit.

  Your company mis represents! 

  Lowes apologized and honored me -however my record better be clear with your organization! 

  I have not ever written a nsf check or had poor credit !

  you have misrepresent me~

  I will accept an apology letter  in writing and clarification of no derogatory credit regarding my name in writing and I have a clear record !

  I am acting because of your intent to blemish and tarnish my name-  please respond by 7.31.23.

  Letter in writing-

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

  Business Response

  Date: 07/13/2023

  July 13, 2023
  
  
  ***************************
  PO BOX  8251
  *****************, ** 92341
  
  
  
  Re:      BBB Complaint Case Number ******** ***************************
             Certegy Case Number 533628
  
  This is written in response to Ms. ********* 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 risk 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 for the services that are provided to our clients.
  
  If ******************** should have any questions or need further assistance, she may contact the ************************ at **************.
  
  Sincerely,
  
  ************************
  **********************

• Initial Complaint

  Date:06/28/2023

  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.

  6/27/23 A check written on the business' was declined. A phone number was given to call to resolve the issues. As the Director of services I made the calls. I spent 2 hours and 23 minutes on the phone. I was given 5 phone numbers to call and 5 different reference numbers. Last call was made to ******* at ************** I requested a supervisor, ******* would not let me speak with a supervisor I was told I would receive a letter in the mail.

  Business Response

  Date: 07/03/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  July 3, 2023
  
  
  
  *****************
  PO BOX 221 714 ***********
  *****, ** 67637-0221
  
  
  
  Re:      BBB Complaint Case Number ******** *****************
             Certegy Case Number 533534
  
  
  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 942 in the amount of $150.00 dated June 2, 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 22, 2023, as claim 95367526.
  
  We researched your declined transaction from June 27, 2023, for $100.00 at Dillions and determined that our client reported negative information to Certegy which resulted in the declined transaction.
  
  Our agents directed you to Complete Payment Recovery Services (CPRS), as this is the collection agency used by ******* Stores. The agent provided you with the claim and phone numbers that were associated with the claim and were provided by CPRS.
  
  Our records reflect that a payment has not been posted to the claim, as of todays date. We ask that you please contact CPRS at phone number ************** to make payment. If CPRS is unable to locate the claim based on the claim number provided, I may suggest providing the bank routing and account to search their records.
  
  If you should have any questions or need further assistance, you can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:06/20/2023

  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.

  Date of transaction: 5-21-23 & 6-20-23. Checks declined on both dates. Gave ** driver's license as i.d. Had plenty of cash in bank account. Willing to join class action lawsuit against Certegy.

  Business Response

  Date: 06/27/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  
  June 27, 2023
  
  
  
  ***************************
  PO BOX 1195
  **********, ** 26330
  
  
  
  Re:      BBB Complaint Case Number ******** ***************************
             Certegy Case Number 555118
  
  
  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 *** 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, Dollar General, Certegy authorized check number **** in the amount of $41.81 dated May 21, 2023. The financial institution returned the check as Unable to locate, and the returned item entered our files on May 25, 2023, as claim ********. An Unable to Locate account reason *** indicate an input error or miscommunication occurred when referencing Ms. ****** financial institutions routing and account number. On May 26, 2023, Certegy researched and corrected the incorrect account information that was transmitted by Dollar General, then redeposited the check to ************** financial institution in an effort to recoup the owed funds, and the funds posted to Certegys account on June 2, 2023.
  Upon receiving Ms. ****** complaint, Certegy researched claim ********. The claim has already been updated to resolved status. Certegy considers the above referenced check as cleared and the claim has been satisfied within our system.
  
  The transaction that occurred on May 31, 2023 at JCPenney for $130.00 was declined based on the negative claim in Certegys file. The June 20, 2023 transaction at Lowes for $32.06 received a decline recommendation based on risk factors we were monitoring for our client.
  
  Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation. However, we do understand your concerns and we have added your account information to a positive file, which will increase the likelihood of an approval recommendation. While we can never guarantee an approval recommendation, this will help you with future transactions that are routed to Certegy for processing.
  
  An updated copy of the information currently contained in Ms. ****** consumer file disclosure report at Certegy will be sent separately within the next few business days. This report is based on the identifiers ************** has provided to us. The returned check will be included on the report, but it will be reported as Resolved, this means that it will not cause denial of check writing privileges.
  
  If ************** should have any questions or need further assistance, she *** contact the **************************** at **************
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:06/18/2023

  Type:Customer Service 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.

  These gift cards are on the rack at all Kroger stores. If you buy one at the counter, the card balance is stolen within a matter of minutes. Called the card company, and all they did was change the address back to ours instead of the "*** ***" name and address that stole the $100 card balance. ****** just told us to call the card company

  Business Response

  Date: 06/21/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  June 21, 2023
  
  
  *****************
  16 *************
  *****, ** 67701
  
  
  
  Re:      BBB Complaint Case Number ******** *****************
             Certegy Case Number 527578
  
  This is written in response to Ms. ****** complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty company.
  
  This complaint was assigned to Certegy in error and is not affiliated with US Cardholder Services nor its business. Certegy does not handle gift card transactions and we found no record of ************** in our files regarding any claims. Please reassign Ms. ****** complaint to the proper entity, for Cardholder Services.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:06/16/2023

  Type:Customer Service 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 have attempted cashing payroll checks at the local publix. These checks are declined and I am given a receipt and told to call certegy. Publix further informs me that the receipt says call certegy and certegy will explain to you what is wrong. The receipt clearly states certegy cannot give you any information on this. I have attempted to contact certegy but they make it nearly impossible to speak directly to anyone. I have spoken to the CEOs office of the Publix and have been in contact with ***************** from Publix who has supposedly spoken to certegy. Certegy will not disclose any information to me about the transaction or any reason why it is declined through the automated system that I am prompted to call based on publix's recommendation and this receipt. However certegy will freely disclose to an executive at Publix why the transaction was declined. Which I find that to be highly egregious that I cannot get information on my own personal transaction but businesses can then communicate behind my back and trade my personal information. This problem has plagued my wife as well. I'm hoping to reach some sort of Peace where my wife and I are able to cash checks that are valid from valid companies with valid IDs. We have obviously done nothing wrong and are tired of being punished for no reason. And when we question why our checks are declined they refuse to give us any reason thereby denying us any recourse or any opportunity to correct the problem.

  Business Response

  Date: 06/20/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  June 19, 2023
  
  
  *********************
  
  , ** 30566
  
  
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 527248
  
  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. When a check does not clear through redeposit, it may be forwarded to an agency for collection.
  
  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                ______________________________________
  
  Social Security Number             ______________________________________
  
  This information may be provided by mail at the address listed above in our letterhead, by fax at ************, or by telephone at **************.
  
  In addition, we ask if you would please provide your full address as it was not included in your BBB complaint. Certegy uses your address to create a consumer profile for tracking and responding to your complaint. 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 this information is received, we will be able to research the information and respond accordingly.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:06/13/2023

  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.

  I bought a money order for $522.00 to sent to ************************** Third rep in error gave the wrong mailing address so the money order was returned to me. I had already sent on another payment while waiting for the return. I was told could get a refund at Kroger in ******* ** where I purchased it. The use Correct check cashing to verify checks. Return money orders are ran through the same system. It declined it? It was paid for in cash? The receipt ****** gave me has no reason listed. The company has no option to reach a rep unless you put in a check number. But this was not a check. Money order doesn't have the info you are required to provide to speak to a person? So the system just hangs up. Kroger say they cannot over ride the Certegy decision The rep who sold it me verified I bought it..So honestly I feel both companies are at fault. Now I have a money order with money I need. I'm 83yrs old and on a very fixed income. Can you help me? I want Current to authorize ******* to refund me. There is no reason for it yo be denied. The *** package I'd sent it was never even opened. No one even touched the money order after I mailed it. It plainly shows I bought it. I have provided my ID. What else can I do? I desperate need this money. Thanks

  Business Response

  Date: 06/15/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  June 15, 2023
  
  
  SELMAFY- ******
  
  *******, ** 37620
  
  
  
  Re:      BBB Complaint Case Number ******** SELMAFY- ******
             Certegy Case Number 524471
  
  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               ______________________________________
  
  Social Security Number             ______________________________________
  
  The BBB complaint received did not include your full address. In your response, please provide a complete address for our records and future correspondence.
  
  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
  

• Initial Complaint

  Date:06/13/2023

  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 attempted to write a check at TJ Maxx and the check was declined based on information from Certegy Check Services. I have not written a check at a store in at least 5 years or more. There should be absolutely no reason to have a check declined. Also- when I called an automated message came on and I have still not been able to find out why this decline happened.

  Business Response

  Date: 06/15/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  June 15, 2023
  
  
  *************************
  **************** DR
  ******, ** 45459
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 524462
  
  This is written in response to the above reference 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 thoroughly researched ********************** transaction at TJ Maxx on June 10, 2023, for $88.11 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 and there was no prior transaction history associated with the routing/account number in our system. Unfortunately, valid checks occasionally overlap with certain risk patterns resulting in a decline recommendation.
  
  However, we understand ********************** concerns, and have added ********************** identifiers to a positive file, which will increase the likelihood of an approval recommendation in 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: 06/15/2023

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

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20177729
  
  I am rejecting this response because:

  I was not approved to write a check for groceries at Kroger even though I had filed a previous complaint with BBB about Certegy and in the response letter they said they would be putting positive identifiers in my account - which they failed to do.

  I was declined for writing a check again and this was not supposed to happen. Please see attached documentation. I would like a Positive Review in order to have checks approved
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/23/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  August 23, 2023
  
  
  *************************
  *********************************
  ******, ** 45459
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 567989
  
  This is written in response to ********************** rebuttal.
  
  Please be reminded that Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty services company.  In our endeavor to protect both consumers and merchants against losses from fraudulent or returned checks, we utilize 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 an approval or decline recommendation is provided.
  
  We thank ******************** for relaying her concerns for the decline. In our previous response, Certegy informed her that we had added her account to a positive file, which would increase the likelihood of an approval, but would never guarantee an approval recommendation. We researched the recent transaction that occurred at Kroger on August 15, 2023, and determined that it received a score when evaluated by our automated system, which was not high enough to ****** an approval.
  
  In an attempt to assist ********************, we have placed her account and identification numbers on the positive file. Again, this will increase the likelihood of an approval, but will not guarantee an approval recommendation.
  
  We apologize for any inconvenience that this has caused ******************** and we hope that the above information provides more clarification in 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: 08/23/2023

   
  Better Business Bureau:
  
  I have a disability and I sincerely hope that this is not a matter of discrimination and that declining of checks stops. 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:06/05/2023

  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.

  Dollar General Transaction ******* ******** June 4, 2023 at 4:30 eastern.Used a check which was declined for no reason given over the counter or over the phone. Requested reason I was considered a risk since I have used my bank account at this store numerous times.Upon calling 'the risk vendor' to determine what was happening. I was serviced by some csr that requested endless information on me: License, SS#, etc., etc., so I could get a report of this declined transaction that was processed and determined by the service.I gave the csr my name, address and declination number of the check provided by the store. I am infuriated that not only is there NO REASON for declination--this Cynergy would not let the csr representative send the form without all this UNNECCESSARY personal identification--over the phone.Upon visiting the site it is clear that the only information necessary is my name and address to send the form and the declination number originating from this 'risk management service--Cynergy'. I refused point blank to give any personal information to some 'risk management firm processing checks' who claims that the determination is not based on 'my check balance' therefore portending that there is some other reason my check is being declined.I have been shopping at this store for about three years with no problems what so ever using my banks ATM card as well as writing an occasional check here and there. This whole refusing to send a form to get information they have on my file without giving them my Social Security, Drivers License, etc. from this company is an incredible scam to get personal information that is not critical to any type of transaction from the retailer or information from my bank. I am furious upon getting to *******'s website and realizing that they only NEED the check no. the bank number and routing number. I know how old folks get scammed with these unethical firms arising with nebulous legal capacity.

  Business Response

  Date: 06/07/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  June 7, 2023
  
  
  ***********************
  PO BOX 611025
  **********, ** 48060
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 519836
  
  This is written in response to the above reference 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 service we provide to subscribing merchants would be compromised.
  
  We researched **************** transaction at Dollar General on June 4, 2023, for $25.85, based on the reference number she provided from the receipt during the call with Certegys ************************* We 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 and there was limited check writing history associated with the routing/account number in our system in the past 13 months. Unfortunately, valid checks occasionally overlap with certain risk patterns resulting in a decline recommendation.
  
  The ******** Care agent requested your personal identifiers to create a profile and submit a request for a consumer file disclosure report (****).  Transactional information is stored and referenced in our system using the drivers license/state issued identification number, financial institution routing and account numbers, and Social Security Number. To request a ****, we ask for your name and address to mail the report, but we will also require at least one of the three identifiers to locate the transactions and claims history on file, in order to create the ****.
  
  As a courtesy, a copy of **************** **** will be requested and mailed to her which will include all transactions that Certegy has on file related to the identifiers provided during her declined transaction. ************** should receive her report within 15 calendar days.
  
  If ************** should have any questions or need further assistance, she can contact the ******** Care Department at **************.
  
  Sincerely,
  ******** Care Department
  **********************
  

  Customer Answer

  Date: 06/07/2023

   
  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:06/05/2023

  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.

  Recieved Certegy report on myself Every check transaction shown ARE NO MINE DATI G *****_20_22 THRU 4/26/23 ESPECIALLY A ******* **** PN 6/27/22 FOR $3500.00. !!!!!!HOW CAN ONE COMPANY HAVE SO MUCH WRONG INFORMATION THEY TOLD MY KROGERS NOT TO ACCEPT MY CHECK LAST THURSDAY HAHA THE Csshier knew me and knew better AND ACCEPTED MY CHECK PLUS GAVE CASH BACK HOW CAN I GET OFF THeiR LIST THEY ARE A JOKE I don't want them to have my Social security number for fear they will conduct FRAUD

  Business Response

  Date: 06/07/2023

  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  June 7, 2023
  *************************
  ******************************************************************* 30046
  Re: BBB Complaint Case Number ******** *************************
  Certegy Case Number 519788
  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 merchants 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.
  On May 27, 2023, ************** contacted Certegy to request a copy of her Consumer File Disclosure
  Report (****) through our Interactive Voice Response (IVR) system. Unfortunately, inaccurate
  information was captured during the request (incomplete drivers license number) and sent to the
  address on file. The incorrect **** contained inquiries based on the incomplete identifier.
  If ************** would like to request a new ****, we would need the complete drivers license information
  to research the transactions in our file. Certegys transactional information is stored and referenced in
  our system using the drivers license, bank account and routing number or social security number.
  Without additional information to research the transaction we are temporarily unable to complete the
  request. In order to provide assistance, please provide the following information:
  Drivers License Number ______________________________________
  State of Issue ______________________________________
  Bank Account Number ______________________________________
  Bank Routing Number ______________________________________
  Page 2 of 2
  Formal BBB 060421
  This information may be provided by mail at the address listed above in our letterhead, by fax at 727-
  ********, or by telephone at **************.
  Once this information is received, we will be able to research the information and respond accordingly.
  Sincerely,
  Customer Care Department
  **********************