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 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

• 

  Certegy Inc.

  2820-C Kalihi St. Honolulu,, HI 96819

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:05/26/2023

  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.

  see Attached document

  Business Response

  Date: 05/31/2023

  
  Certegy Payment
  Solutions, LLC
  PO Box 908
  Grand Junction,
  CO 81502
  
  
  
  
  May 31, 2023
  
  
  ***** ******
  **** ******** **
  ******** **** ** *****
  
  
  
  Re:      BBB Complaint Case Number ******** –
  ***** ******
             Certegy 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.
  
  Using the
  information provided by our client, Dollar General, Certegy authorized
  check number **** in the amount of $71.63 dated May 11, 2023. The financial
  institution returned the check as “Unable to locate”, and the returned item
  entered our files on May 16, 2023, as claim ********. An “Unable to Locate
  account” reason may indicate an input error or miscommunication occurred
  when referencing Ms. Billos’ financial institution’s routing and account
  number. On May 18, 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 Certegy’s account on May 25,
  2023.
  
  Upon receiving
  *** ******* complaint, Certegy researched the claim 29197792. 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.
  
  An updated copy
  of the information currently contained in *** ******* 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 may contact the Customer
  Care Department at 1-855-567-7129
  
  Sincerely,
  
  Customer Care
  Department
  Certegy Payment
  Solutions, LLC
  

• Initial Complaint

  Date:04/17/2023

  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.

  This company doesn't provide a direct line or email to talk to an actual person and they slander people for absolutely no justifiable reason and will not allow you to talk to a person for a dispute if they can say things about you without proff you should be able to talk with a person this company is ********

  Business Response

  Date: 04/20/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  April 20, 2023
  
  
  *****************************
  ***********************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** *****************************
             Certegy Case Number 491671
  
  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. 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 ****************** transactions at Kroger and ******* on April 16, 2023, for $600.48 and determined that one of the contributing factors prompting our decline recommendations were that the transactions fell within the risk parameters we were monitoring for our client and there was no prior transaction history associated with the identification numbers in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  On April 16, 2023, **************** requested a copy of her consumer file disclosure report (****) through our Interactive Voice Response (IVR) system by providing her drivers license and social security numbers. ********************** mailed a **** to **************** on April 17, 2023, which included all transaction information that we have on file related to the identifiers provided.
  
  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:04/04/2023

  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 tried to cash numerous child support checks from the **************** in the past three weeks, with the majority being declined. I owe no money to this company or to Kroger, where I tried cashing the checks. When calling the company, I am unable to speak to anyone or get any idea why government checks are being declined. Its very hard to care for children when you cant access the money that is court ordered to be paid to you.

  Business Response

  Date: 04/05/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  April 5, 2023
  
  
  *********************
  ******************************************************
  **********, ** 46075
  
  
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 482398
  
  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                            ______________________________________
  
  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 **************.
  
  Once this information is received, we will be able to research the information and respond accordingly.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:03/28/2023

  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.

  January 18, 2023 I purchased furniture with **********************************************************. The Bill was $4,670.25. I wrote a check which I had more than enough funds. 2 months prior I changed phone numbers, ********** sent a text to the old number to confirm it. I did not receive the authorization ck, it was denied. The next *************************** sent a text, I assumed to tell me the pillows were in. It was to tell me the ck was denied. I offered to: 1- pay cash, Pay via Cashiers Ck or Credit Card. I was told. Sorry its gone to collections - Certegy. I called Certegy. I was told call next week. I'm not in the system.I called the next week. Still nothing. I have called 17 times in 2.5 months trying to pay this bill. I was told. Wait for a letter.The letter arrived. It was over by $206. The final bill is per GW $4,488.58. My pillows were refunded.I have spoken once to a Certegy supervisor that was two weeks ago. Each time I call I'm told wait until collections calls **** wrote a check two weeks ago for $31. it was denied due to certegy. I wrote a check last week for $167. it was denied from certegy.They have put a hold on my checks. All I have been trying to do is pay this off. They won't let me. Someone from collections is supposed to call me for 70 days now. Mean while its affecting my credit. Please help me. This is a nightmare, I don't know what to do. I just now called their collections number again and got the same run around. I will have to wait for them to call me. They give me no assistance to resolve this.Certegy can only find me under my Drivers License number: *****************. *********************************, *****, ********. Phone ************. Case#******.

  Business Response

  Date: 04/05/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  April 5, 2023
  
  
  *********************************
  ******************************************************************
  
  
  Re:      BBB Complaint Case Number ******** *********************************
             Certegy Case Number 478886
  
  This is written response to the above reference complaint.
  
  To provide some background, Certegy Payments Solutions, LLC (Certegy), is a check authorization and warranty services company. Certegys clients utilize our services to help reduce losses incurred through retail practices of check acceptance. For some clients involved in these transactions, Certegy may assume payment responsibility should an authorized check be dishonored by the check writers bank. When a check is returned unpaid, it is forwarded to Certegy, who in turns purchases the check and initiates collection actions through a collection agency.
  
  Using the information provided by our client, Gardner White ********** Certegy authorized check number **** in the amount of $4670.25 dated January 18, 2023. The financial institution returned the check as Forgery, and the returned item entered our files on February 2, 2023, as claim ********.
  
  On January 20, 2023, ****************** contacted our ************************ in attempt to pay for her returned check. As the agent explained, the returned check did not appear in our records and was unable to assist with her request. On February 15, 2023, ****************** contacted Certegy to make a payment for the returned check. The agent provided ****************** with the claim information, but the consumer stated that the amount owed was incorrect due to a nonacceptance of some of the products ordered. A dispute investigation was initiated on Ms. ******** behalf. On February 16, 2023, Certegy sent notification to the merchant, ***************************** Furniture to verify the accuracy of the claim. ************************* Furniture responded that the consumer had requested a partial credit/refund for the returned merchandise and delivery fee totaling $206.67. The merchant and consumer came to an agreement for the partial credit, which was applied to the balance owed. After confirmation with the merchant, Certegy applied the credit and sent partial payment letter to the consumer as results of the investigation of the dispute.
  
  We understand that ****************** has attempted on several occasions to resolve this outstanding payment. During the course of our investigation, we learned of a system issue when we attempted to send the partial debt to our collection agency, so that the consumer could pay the remaining debt. Certegy does not have a process to accept payments directly from consumers, therefore we were able to make the necessary changes to send the claim to Debt Recovery Solutions on April 4, 2023. We understand that the agent at Debt Recovery was able to speak with ****************** and obtain the outstanding payment. Once the payment has posted to the claim, which may take 1-2 business days from the date the credit card payment was made, the claim will be satisfied. As a courtesy, we will request a copy of Ms. ******** consumer file disclosure report, which will include all transaction information that we have on file related to her identifiers. ****************** should receive this report within 15 calendar days. The returned check described in this letter will be included, but it will be reported as Resolved. This means that it will not cause denial of check writing privileges.  
  
  Lastly, our services will not have any impact on Ms. ******** credit score. Certegy does not report information to credit bureaus in the course of our business.
  
  We empathize with ****************** and apologize for the inconvenience this matter has caused. If she should have any questions or need further assistance, she can contact the ************************ at **************.
  
  Sincerely,
  
  ************************
  **********************
  

  Customer Answer

  Date: 04/05/2023

   
  Better Business Bureau:

  I just called Certegy asking for the address where to send the payment.  They finally gave me a collections phone number, it was uploaded yesterday.  I called the phone number 3 times. It went into an automatic recording, Please leave a detailed message.  I did.

   

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

   

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

• Initial Complaint

  Date:03/24/2023

  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 went to **** ***** grocery store to cash a check. They told me they cash checks or find way as well as my co-workers telling me they all go there to get their checks cashed. When the lady at **** ***** scanned my ID it denied me getting my check cashed she told me I have to call Certegy and they would reverse the decision and I'd be able to cash my check that they do this to everybody who is a first time check ****** at **** *****. It took me two days but I finally got a human, I spoke with *** badge number ******, she was very rude she told me that they could not reverse the decision even though that's a lie and she told me that I was denied because they don't cash checks from that company I know for a fact that's also a lie she refuse to connect me to any other department she refused to connect me to supervise and she refused to help me. I know they can reverse the decision but if they are lying what can I do?

  Business Response

  Date: 03/28/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  March 28, 2023
  
  
  ***************************
  ***************************************
  *******, ** 98584
  
  
  
  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 connection with a particular check. 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 researched Ms. ****** transaction at ******************* on March 23, 2023, for $1,102.18 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client and there was no prior transaction history associated with Ms. ****** identification number in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  The information that you received at ***************** location was incorrect, Certegy does not reverse its recommendations. We provide our clients with recommendations based on the above 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. If ************** should have any questions or need further assistance, she can contact the **************************** at **************.
  
  Sincerely,
  
  Customer Care Department
  **********************
  

• Initial Complaint

  Date:03/20/2023

  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.

  Certegy denied check on 3-16-23 stating that it was a return check -----------------that was wrong. ***** has indicated through a call with ******* in *************** Vond that they were waiting on the bank. ***** on the line with Vond and myself and ***** had indicated that the check that was in question had been cleared ----the check on March 2nd that cleared on March 11th and came out my on March 13th. I am requesting this be cleared up ASAP

  Business Response

  Date: 03/23/2023

  
  Certegy Payment Solutions, LLC
  ** *** ***
  *************** ** *****
  
  
  March 23, 2023
  
  
  ***************
  ************************************************************************
  
  
  
  Re:      BBB Complaint Case Number ******** ***************
             Certegy 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. 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, Macys, Certegy authorized check number **** in the amount of $33.42 dated March 2, 2023. The financial institution returned the check as Unable to Locate, and the returned item entered our files on March 8, 2023, as claim ********. An Unable to Locate account reason *** indicate an input error or miscommunication occurred when referencing Mr. ****** financial institutions routing and account number. On March 9, 2023, Certegy researched and corrected the incorrect account information that was transmitted by *****, then redeposited the check to Mr. ****** financial institution in an effort to recoup the owed funds. On March 16, 2023, Mr. ****** contacted Certegy to inquire about the returned check at Macys and the agent confirmed that there was a returned check on file, which was in a redeposit status. Mr. ***** called again with a bank representative stating that the check cleared his account. The funds from the redeposit posted to Certegys account on March 16, 2023.
  
  Upon receiving Mr. ****** complaint, Certegy researched the 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.
  
  An updated copy of the information currently contained in Mr. ****** consumer file disclosure report at Certegy will be sent separately within the next few business days. This report is based on the identifiers Mr. ****** 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.
  
  We understand this error was caused by an input or processing error, not a fault of Mr. ****** and apologize for the inconvenience that this has caused. If Mr. ****** should have any questions or need further assistance, he *** contact the **************************** at **************
  
  Sincerely,
  
  Customer Care Department
  **********************
  

  Customer Answer

  Date: 03/25/2023

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

• Initial Complaint

  Date:03/16/2023

  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.

  Despite having sufficient funds, i am unable to write a check for cash back at my local grocery store. This has happened twice now. I have not gotten resolution.

  Business Response

  Date: 03/22/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  March 21, 2023
  
  
  *************************
  ***** *************
  *****, ** 20105
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 474133
  
  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 **************.
  
  Once this information is received, we will be able to research the information and respond accordingly.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a legal guardian and write checks to my clients on a monthly basis for food and personal items. For over 4 years I have never had any issues with my clients cashing their checks at Walmart...until this month. I had three of my clients report their checks were declined when trying to cash them. (These are business checks, typed out and under $175 in value.) I called the number on the receipt only to receive a generic automated message from Certegy. I called my bank to verify any possible issues. They denied any issues and reported no one even attempted to withdrawal these funds from the account. I spent hours trying to connect with a real human being at this company. I was finally able to locate a number and was transferred many times before finally speaking to someone that could help. They confirmed they declined all three checks. However, they refused to release any information as to why. They confirmed there were no negative marks on my business banking account, meaning no returned checks, but did confirm they have my business listed as "high risk". I attempted to find many different solutions to prove to them it is not high risk, like conference call with my bank. They denied all options and said there was nothing they were willing to do. They again confirmed there are no negative marks on my account, but have labeled me high risk. This is wrongfully labeling my business as high risk with no explanation as to why. This is affecting my business reputation with the clients I serve. It is extremely wrong to label a company as high risk when there has never been an issue and refuse to have to answer to the reasons why.

  Business Response

  Date: 03/16/2023

  
  Certegy Payment Solutions, LLC
  ** *** ***
  **************, ** 81502
  
  
  March 16, 2023
  
  
  *******************************
  PO BOX 994
  **************, ** 54729
  
  
  
  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 connection with a particular check. Check authorization is not an extension of credit and does not involve credit scores or accessing credit reports. 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 the transactions at ******* on March 8, 2023, and on March 9, 2023, for amounts of $175.00, $300.00, $100.00 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.
  
  We apologize for any inconvenience that this has caused. If ****************** should have any questions or need further assistance, she can contact the **************************** at **************.
  
  Sincerely,
  
  ****************************
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:03/13/2023

  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.

  Date of attempted transaction: 02/05/2023 ************ works with places like ******* to either approve or decline check transactions that are "likely" to clear or not. I have contacted them several times and I get these overseas reps who are rude and indignant. I ask WHAT is on my "file" with them that is causing ******* to decline cashing my check. They proceed to tell me that "THEY CANNOT PROVIDE THAT INFORMATION TO ME"! How does a place that has my full SSN, among other things, not allowed to disclose information to ME?! **** and **** were the most ignorant people I have ever dealt with. I requested my file and never received it and when I called back, they give me this BS script that dances around the question of WHAT IN MY FILE IS FRAUDULENT?

  Business Response

  Date: 03/16/2023

  
  Certegy Payment Solutions, LLC
  ** *** ***
  **************, ** 81502
  
  
  March 16, 2023
  
  
  DESTINY ***************************************
  **********************************
  ************, ** 46410
  
  
  
  Re:      BBB Complaint Case Number ********   *******************************
             Certegy Case Number 469484
  
  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 and does not involve credit scores or accessing credit reports. 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 Ms. ********* transaction at ******* on February 4, 2023, for $3,980.00 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  Thank you for relaying your concerns about the phone agent and the service that you received during the call. The agent has been coached on the procedure. A copy of **************** Consumer File Disclosure Report (****) will be requested and mailed to her, which will include all transactions that Certegy has on file related to the identifiers provided. *********************** should receive her report within 15 calendar days.
  
  We hope *********************** finds this information helpful.  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:03/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with sprint and do not have a contract with convergent. They do not provide me with the orginial application like I asked.

  Business Response

  Date: 03/09/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  March 9, 2023
  
  
  
  *************************
  *********************************************************************
  
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 466804
  
  This is written in response to Mr. ******* 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, as Certegy is not affiliated with Convergent nor its business. Certegy does not process transactions for Sprint. We located a request for **************** for a Consumer File Disclosure Report (****), which included all of transactions that Certegy has on file related to the identifier provided. **************** should receive his report within 15 calendar days from the mailed date of March 7,2023. Please reassign Mr. ******* complaint to the proper entity, ************************************************** Department
  ********************, LLC
  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19550098
  
  I am rejecting this response because:

  Recently, I did an investigation on my credit report which caused serve depression upon me and found unverified, invalided, inaccurate and questionable items that your agency didn't make sure it was reporting 100% accurate. In accordance with the Fair Credit Reporting Act, everything has to be 100% accurate on my credit report and under 15 U.S. Code 1681e(b) and 15 U.S 1681i (5) these accounts are in violation of not reporting 100% accurate. Resolution: As a consumer, by law my credit report must be made 100% accurate immediately by the credit reporting agencies updating and/or deleting the accounts listed in my dispute letter.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/27/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  March 27, 2023
  
  
  *************************
  *************
  ***********, ** 20912
  
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 475936
  
  This is written in response to Mr. ******* complaint rebuttal.
  
  To provide some background information, 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 and does not involve credit scores or accessing credit reports. 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 March 6, 2023, **************** requested a copy of his consumer file disclosure report (****) from our website by providing his social security number as the sole identifier. Certegy mailed a report to **************** on March 7, 2023, that contained all transaction information that Certegy has on file under the identifiers provided. The **** contained no inquiries or transactional information on file.
  
  For any questions or further assistance, ******************* can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC