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: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
  

• Initial Complaint

  Date:03/06/2023

  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.

  On Thursday, March 2, 2023 we (my wife and I) attempted to pay for services rendered by *** Boys, located at ***************************************************************************. My wife wrote the check for the amount of repair service, ******, as she had done countless times before for auto repair service at other locations, and she has NEVER had a problem doing so. I brought them the check and the service tech, *****, asked me for my driver's license. As my name is also on the account, and my own credit rating above the 800 ***** I presented it to him thinking there'd be no problem. Moments later, he told me that the check had been declined.I'd asked him if he'd noticed that the check was signed by my wife, yet he asked for MY id, and he acknowledged he had. So apparently that shouldn't have been a problem.However, research has disclosed that MANY consumers have had similar problems with Certegy.We are seeking FULL explanation from Certegy to why the check was declined with corrections and adjustments to any information or misinformation Certegy might have or hold on record that *** result in future such denials.

  Business Response

  Date: 03/07/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  March 6, 2023
  
  
  ***********************
  **** *****************
  ***********, ** 70127
  
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 465622
  
  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                ______________________________________
  
  
  This information may be provided by mail at the address listed above in our letterhead, by fax at ************, or by telephone at **************.
  
  Once this information is received, we will be able to research the information and respond accordingly.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19537027
  
  I am rejecting this response because:sufficient information has been given regarding this transaction in the original complaint. The transaction occurred on March 2nd of 2023 at about 5:00 p.m. CST. The location was *** Boys number 174 at ********************************************************************************************. The amount of the transaction was $802.81.

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

  Business Response

  Date: 03/10/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  March 10, 2023
  
  
  ***********************
  **** *****************
  ***********, ** 70127
  
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number ******
  
  
  This is in response to the above referenced rebuttal.
  
  We apologize for any inconvenience that this matter has caused; however, we are unable to research **************** complaint without the provision of the requested identifiers. As we previously stated, transactional information is stored and referenced in our system using the consumers drivers license/state issued identification number, financial institution routing and account numbers, and Social Security Number (SSN), not by name or address. While we understand **************** concern in providing this information, in order for us to research his transaction(s), we are asking that he please provide the information below, as applicable:
  
  Drivers License or ID number ______________________________________
  
  State of Issue ______________________________________
  
  Bank Account Number ______________________________________
  
  Bank Routing Number ______________________________________
  
  This information can be provided by calling us toll-free at ************** or by responding to us at the address listed above. Please include the Certegy Case Number ******, this will assist our agents in researching **************** complaint. Once the information is received, we will be able to research your concern and respond accordingly, as we are eager to resolve this matter. We ensure that the information being requested is for research purposes to better assist in responding to your complaint.
  
  If ************** should have any questions or need further assistance, he can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19537027
  
  I am rejecting this response because:

  Certegy rejected the check while I was in store, but they did not ask to speak to me.  They did not give the sales clerk a transaction number by which the transaction could be searched. The clerk gave me a phone number to call and when I attempted to call them shortly thereafter, I got a message saying they were closed.

  Therefore, given their handling, or perhaps more accurately, mishandling of this transaction I have lost trust in their possession of or handling of any further personal information. Especially considering Certegy has responded with pat answers to customer reviews at **************************, 48 out of 49 of which were one-star reviews, considering online information as to the sometimes mysterious and undivulged methods Certegy uses to determine the validity of checks, including, by their own admission, a customer's location, and also because, according to a 2013 online source, Certegy, previously known as Certegy Check Services ***** had paid a 3.5 million settlement for violations of the Fair Credit Reporting Act.

  All given not exactly the people who I'd trust with my personal information.  I believe I've supplied Certegy with sufficient information to provide the requested information.  However, if they choose not to, then I'll have to continue to press the matter via other legal avenues and recourses as necessary.

   

  Sincerely,
  

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

• Initial Complaint

  Date:02/27/2023

  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.

  Went to King ******* for groceries and was told our check was declined with the only information was refer customer to **********************. Tried to contact Certegy many times and was unable to speak to a person regarding this issue. We have never had a problem with writing a check prior to this incident and were wanting to get more information about why this has occurred. Terrible customer service and unable to purchase food and necessities due to Certegy and in reading other reviews Certegy isnt always providing the correct information.

  Business Response

  Date: 03/01/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  February 28, 2023
  
  
  *********************
  *************************************************************** 80127
  
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 461888
  
  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 your transaction at King ******* on February 26, 2023, for $206.18 and determined that one of the contributing factors prompting our decline recommendations were that the transactions fell within the risk parameters we were monitoring for our client. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  However, we understand your concerns and have added your identifiers to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee and approval recommendation, this will help you with future transactions that are routed to Certegy for processing.
  
  We apologize for any inconvenience that this has caused. If you should have any questions or need further assistance, you can contact the **************************** at **************.
  
  Sincerely,
  
  ****************************
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19501398
  
  I am rejecting this response because: After several phone calls to Certegy and finally being able to speak to a person and spending over 50 minutes on the phone with the agent I was told the issue was the check didnt fall within acceptable guidelines from the merchant and was told that Certegy didnt know what those guidelines were I left the call even more frustrated than when I started. This company caused us embarrassment and humiliation and couldnt even explain why. I did contact the store and was told it is not up to them but that those decisions are made by Certegy alone. So very frustrating and not being able to reach anyone at Certegy until the following day and I believe I placed 35 calls to them before being connected to a person, unacceptable business practices. I am now very weary to ever write a check again to anyone that uses Certegy strictly out of fear. Seems as though there is no recourse for companies such as Certegy. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/06/2023

  Certegy Payment Solutions, LLC
  PO *************************************************************** 6, 2023
  
  
  *********************
  *********************************************************** 80127
  
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 461888
  
  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 services. 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 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,
  
  ************************
  **********************

  
  

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 21, 2022 I stopped at Publix Grocery to pick up groceries for dinner. I am trying to stop using credit cards for purchases and wrote a check for $87.19 which was denied by Certegy. Publix would not accept the check based on Certegy's denial of the check. This is the third time this has happened. I went to my bank to talk with them. They indicated there was noting wrong with the check or my account. I contacted Certegy's customer service this time trying to find out what the problem was and find out how I might avoid this in the future. The agent told me there is no way to insure this will not happen again. I could understand if there was a sound basis for denying the transaction. But the agent could not tell me a basis except Certegy decided it would be risky for the grocery to accept the risk. I have written checks at other retail stores and the check was accepted. Must not have been a Certegy client.

  Business Response

  Date: 02/28/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  February 27, 2023
  
  
  ***********************************
  ************************************************************************************ 30276
  
  
  Re:      BBB Complaint Case Number ******** *******************************
             Certegy Case Number 459764
  
  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 your transactions at Publix on February 21, 2023, for $87.18 and determined that one of the contributing factors prompting our decline recommendations were that the transactions fell within the risk parameters we were monitoring for our client. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  However, we understand your concerns and have added your identifiers to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee and approval recommendation, this will help you with future transactions that are routed to Certegy for processing.
  
  We apologize for any inconvenience that this has caused. If you should have any questions or need further assistance, you can contact the **************************** at **************.
  
  Sincerely,
  
  ****************************
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:02/20/2023

  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.

  Certegy denied my State tax refund check without any explanation.

  Business Response

  Date: 02/21/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  February 21, 2023
  
  
  *********************
  *************************************************************** 61559
  
  
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 457328
  
  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 your transactions at Kroger and ******* on February 18, 2023, for $718.00 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 who has experienced losses due to fraudulent transactions. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  However, we understand your concerns and have added your identifiers to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee and approval recommendation, this will help you with future transactions that are routed to Certegy for processing.
  
  We apologize for any inconvenience that this has caused. If you should have any questions or need further assistance, you can contact the **************************** at **************.
  
  Sincerely,
  
  ****************************
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:02/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 11, 2022 I wrote a check at TJMaxx in ******** ***** for ******. It cleared my bank on Dec 28, 2022. On Feb 4, 2023 I attempted to cash a check at my local Kroger store for 100 and was declined (after writing a cashing check there for over 30 years) and told to call ************ which turned out to be Certegy Check company and was told my check at TJMaxx in Dec was returned! I pulled it up while on the phone with them from my bank account and told them the date, check number account number, routing number and date the ******************** cleared. They told me they would mail me a dispute letter which they did and I filled out with again all the same information they requested. I then received another letter back from them stating they could not verify the information with my bank and again requested all the information be faxed to them! Which I did and have spoken to them numerous times and requested to speak to a supervisor and was refused! This is nothing but a scam company! I have never in my 61 years written and bad/bounced check and never been declined anywhere on writing checks which I now am!

  Business Response

  Date: 02/21/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  February 21, 2023
  
  
  *********************
  ******************************************************* 75032
  
  
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 457307
  
  This is written in response to the above referenced 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 involved in these transactions, Certegy may assume payment responsibility should an authorized check be dishonored by the check writers bank. When a check does not clear through redeposit, it may be forwarded to an agency for collection.
  
  Using the information provided by our client, TJ Maxx, on December 11, 2022, Certegy authorized check number ****, in the amount of $345.16. The financial institution returned the check as duplicate deposit and the returned item entered our files on January 23, 2023, as claim ********. On February 4, 2023, ************** contacted Certegy to inquire about a declined check written at Kroger. The agent explained that there was a returned check on file, wherein ************** initiated a dispute. Certegy sent a letter to ************** on February 7, 2023, to request a letter from the financial institution. Upon receiving the information requested from her financial institution for the transaction in question, Certegy updated the claim ******** to resolved status. Certegy considers the above referenced check as cleared and the claim has been satisfied within our system, as the investigation has been completed.
  
  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 identifier ************** 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 **************************** at **************.
  
  Sincerely,
  
  Customer Care Department
  **********************
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19434535
  
  I am rejecting this response because:  In Certegy's own response "Using the information provided by our client, TJ Maxx, on December 11, 2022, Certegy authorized check number ****, in the amount of $345.16. The financial institution returned the check as duplicate deposit and the returned item entered our files on January 23, 2023, as claim ********" this check was evidently deposited twice to my bank that is why it was rejected, not because it was insufficient or bad check.  Since in their own words it was a "duplicate deposit" I should NEVER have been on a list where as my checks were not accepted but retail stores!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/06/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  March 6, 2023
  
  
  *********************
  ******************************************************* 75032
  
  
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 457307
  
  This is written in response to the rebuttal.
  
  As mentioned in our previous response, Certegy authorized a transaction for our client, TJ Maxx, on December 11, 2022, check number ****, in the amount of $345.16. The financial institution returned the check as duplicate deposit and the returned item entered our files on January 23, 2023, as claim ********. Upon receiving the information requested from your financial institution for the transaction in question, Certegy updated the claim ******** to resolved status. Certegy considers the above referenced check as cleared and the claim has been satisfied within our system, as the investigation has been completed.
  
  We empathize with **************** situation, and we apologize for any inconvenience that this has caused. If she should have any questions or need further assistance, she may contact the ************************ at **************
  
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:02/16/2023

  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.

  see Attached document

  Business Response

  Date: 02/22/2023

  
  Certegy Payment
  Solutions, LLC
  ** *** ***
  ***** ********* ** *****
  
  
  February 21, 2023
  
  
  ********* *****
  2170 ALGOMA ROAD
  BOONES MILL, VA 24065
  
  
  Re:      BBB Complaint Case Number ******** –
  ********* *****
             Certegy Case Number ******
  
  This is
  written in response to the above referenced complaint.
  
  To provide
  some background information, Certegy Payment Solutions, LLC (“Certegy”), is
  a check authorization and warranty services company.  Certegy’s clients utilize our services to
  help reduce losses incurred through the retail practice of check acceptance.  Some clients may provide us with returned
  check information, should an authorized check be dishonored by the check
  writer’s bank.
  
  Using the
  information provided by our client, Kroger, on August 24, 2022, Certegy
  authorized check number 1569, in the amount of $30.70. The financial
  institution returned the check as “refer to maker” and Kroger provided Certegy
  with the returned item information on January 12, 2023, as claim ********. At the time of Ms. Young’s
  call to Certegy a dispute was initiated on January 13, 2023, wherein Certegy
  sent a letter and affidavit to Ms. Young on January 16, 2022, to obtain the
  required information to initiate the dispute. On February 9, 2023, the
  investigation was closed since Certegy did not receive the requested
  documents, and correspondence was sent to Ms. Young advising her of the
  outcome of the dispute and the items remained on Certegy’s files as
  reported.
  
  Upon receiving
  Ms. Young’s complaint, Certegy has initiated a dispute under the Fair
  Credit Reporting Act 611 on her behalf. During its investigation, Certegy verified
  that Ms. Young contacted Kroger to pay  claim ********, check number 1569 for
  $30.70, on February 20, 2023. As a result, the information has been removed
  from your file.
  
  A new consumer file disclosure report based on your file
  as revised by the results of this dispute investigation will be sent
  separately within the next few business days.  This report will be
  based on the identifiers you have provided. 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.
  
  If Ms. Young
  should have any questions or need further assistance, she may contact the
  Customer Care Department at **************
  
  Sincerely,
  
  Customer Care
  Department
  Certegy Payment
  Solutions, LLC
  

• Initial Complaint

  Date:01/23/2023

  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.

  Details : Certegy violation of rights, ************** violation of consumer rights Check denied on 1/18/2023 amount of $156.64 I do not have any history of writing bad checks or checks bouncing ever.I had well over the amount to cover the check in the bank.My bank verified that no reason noted to deny my check.****** manager denied any reason to deny my check but said it was due to Certegy and that this company does this to people without reason frequently and has a bad name but she can't override.I called and it is all automative and never able to speak to anyone, no reason is provided , only a global statement of what it could be and none mentioned applied to me. Inaccurate information in a consumer reporting agencys file can have a huge impact on a persons everyday life, starting with their check being denied at the grocery store and violated my FTCs ****** of ******** Protection. Certegy delivered a one-two punch: the company not only failed to assure that the information it provided to retailers was accurate, but it also failed to follow proper dispute procedures. Since provided on an automotive system all my personal info such as birth date, checking, socials and driver's license I am now text daily and called daily with bogus marketing calls and identity issues alerts. I never had this prior at all. I never consented to my background being checked by Certegy or Kroger I never was made aware that a background check would be initiated if a check was written or about this process prior and actions were taken against me without my knowledge, consent or authorization.

  Business Response

  Date: 01/24/2023

  
  Certegy Payment
  Solutions, LLC
  PO Box 908
  Grand Junction,
  CO 81502
  
  
  January 24, 2023
  
  
  ***** ***
  **** ********* **
  *********** ** *****
  
  
  
  Re:      BBB Complaint Case Number ******** *  ***** ***
             Certegy Case Number ******
  
  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 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 service we provide to subscribing merchants
  would be compromised.
  
  We
  thoroughly researched Ms. ***** transaction at Kroger on January 18, 2023,
  for $158.64 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 or identification
  numbers in our system within the past thirteen (13) months. Unfortunately,
  valid checks occasionally overlap with certain risk patterns resulting in a
  decline recommendation.
  
  Additionally,
  Certegy does not sell consumer information to third parties, who may use
  that information to market to consumers.
  
  If Ms. ***
  should have any questions or need further assistance, she can contact the
  Customer Care Department at ***************
  
  Sincerely,
  
  Customer Care
  Department
  Certegy Payment
  Solutions, LLC
  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  a check was written to Academy Sports in 2020 and denied with no why it was declined (not returned). I have contacted Certegy and they cannot give any information why other than it does not meet the criteria. I have never written a bad check in my life (69 years). I pulled my bank statement for the date on the check and there waas no problem with insufficient funds at all (confirmed with my bank also}!!!! I am trying to get my name cleared onn this and cannot get anything at all from Certegy. What can I do?????.

  Business Response

  Date: 01/20/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  January 20, 2023
  
  
  ***********************
  ********************************************************** 36374
  
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 437593
  
  This is written in response to the above referenced 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 involved in these transactions, Certegy *** assume payment responsibility should an authorized check be dishonored by the check writers bank.  When a check does not clear through redeposit, it *** be forwarded to an agency for collection.
  
  Using the information provided by our client, Academy Sports, on December 17, 2020, Certegy authorized check number *****, in the amount of $ *****. The financial institution returned the check as unable to locate and the returned item entered our files on December 24, 2020, as claim ********. An unable to locate account reason *** indicate an input error or miscommunication occurred when transmitting ****************** financial institutions routing and account number.  
  
  If ****************** is asserting that this item cleared his account, unfortunately, Certegy is unable to verify with the financial institution that the item cleared his account. In order to resolve this matter, we require a letter from ****************** financial institution on their letterhead, as indicated by the letter that was sent to ****************** on January 10, 2023.
  
  If ****************** should have any questions or need further assistance, he can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18826250
  
  I am rejecting this response because: This response was taken verbally taken by the BBB:

  We have contact Certegy and tried to advise that no check had been processed through our bank. The check was declined at the registered and therefore was not accepted by the business. They returned the said check to us and we paid for the item with cash. How is it that Certegy has a returned check when it was never process by a bank. We have been told there are fees that we need to pay but are not showing how there would be fees if the check was never sent to the bank to be returned as NSF. 

   

  Please explain how this is an outstanding check or a returned check if it had been resolved with the business location. 

   

   

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

  Business Response

  Date: 01/24/2023

  Tell us why here...
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  January 24, 2023
  
  
  ***********************
  ********************************************************** 36374
  
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 437593
  
  This is written in response to ****************** rebuttal.
  
  As mentioned in our previous response, Certegy authorized a transaction to our client, Academy Sports, on December 17, 2020, for check number *****, in the amount of $25.06. The financial institution returned the check as Unable to Locate Account. An unable to locate account reason *** indicate an input error or miscommunication occurred when transmitting ****************** financial institutions routing and account number, which *** be the reason for the check not being presented to ****************** account.
  
  In ********************* rebuttal, he states that he paid with cash after the cashier returned his check to him. With this new information, Certegy contacted Academy Sports to obtain a copy of the transaction receipt, but Academy could not locate it. If ****************** has a receipt for the transaction, he *** forward it to our ************************ at the address above or fax ************. Please reference the case number above to assist us in the investigation. Upon completing the investigation, correspondence will be mailed to ********************* with the outcome of the investigation.
  
  If ****************** should have any questions or need further assistance, he can contact the ************************ at **************.
  
  Sincerely,
  
  ************************
  **********************
  

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18826250
  
  I am rejecting this response because:

  This response was taken verbally by the BBB:

  At this time we would like the business to send us their supporting documents that show that check account number or routing number was wrong on the check. We would also like supporting information from the business that shows that they have been authorized to collect this on Academy Sports behalf. 

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

  Business Response

  Date: 02/07/2023

  
  

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 18826250
  
  I am rejecting this response because:

  We received your message advising us that this complaint has been closed.

  After talking with you on the phone, we sent you this copy of the transaction that Academy Sports provided for us and you were going to forward it to Certegy.  We were waiting to hear from you to see if Certegy was willing to accept this as verification that we do not owe them anything.

  Please give us a call Monday to let us know what to do.

   

  Thank you,

   

  **** and ***********************

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

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

  Business Response

  Date: 02/23/2023

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  February 23, 2023
  
  
  ***********************
  ********************************************************** 36374
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 457813
  
  This is written in response to ****************** rebuttal and to provide some clarification of events.
  
  As mentioned in our previous response, Certegy authorized a transaction for our client, Academy Sports, on December 17, 2020, for check number *****, in the amount of $25.06. Academy Sports converted the paper check to an electronic transaction and deposited the amount into their account. The receipt you provided, reveals that the check authorization was approved, and the cashier was instructed to return the paper check to you along with the receipt.
  
  When the electronic transaction was presented to your financial institution, they were unable to locate the account number transmitted to them in their system, therefore it was returned by your financial institution with a return reason of Unable to *************** Financial institutions use the return code of Unable to Locate Account when a mis-keying of the bank account number or an error occurred when transmitting the account number, which may be the reason the ******************** was not debited from ****************** account.
  
  Our records show that a payment has not posted to the claim, as of todays date. Since the amount did not clear your account and no payment has been received by our client, we ask that you please send a payment to Certegy Payment Solutions at *********************************************. Include claim #******** on the check to ensure that the payment is applied to the claim.
  
  If ********************* should have any questions or need further assistance, he can contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  On November 11, 2022, I shopped at my local grocery store, King **************** My purchase totaled $75.00. I wrote a check and gave the grocery clerk my drivers license. My ******************** was denied. I called my bank immediately. My bank told me the problem was NOT with my checkmy check was fine. My bank told me there was nothing wrong with my check number and nothing wrong with the dollar amount. I have a positive check writing history. My bank told me the problem is on the King ******* end. King ******* told me they use Certegy Check Services, Inc., a third-party company, and that Certegy made this decision. The bottom of my receipt states Certegy made the decision based on their information and is unable to tell you the specific reasons why the adverse action was taken. I was furious. Business ethics are the moral principles for the way a business conducts itself. I contacted Certegy printed on the receipt and requested a copy of my file. I received a recording. It is staggering the amount personal info required to get a report from Certegy. Clear invasion of privacy and strong potential for identity theft. I have excellent credit, a strong payment history, and I have shopped at this King ******* for over 30 years.According to the US Fair Credit Reporting Act (FCRA), consumers whose checks are denied by Certegy have the right to dispute that info and have Certegy correct any inaccuracies. On the paper Certegy sent me there was nothing materially substantial or a legal basis for declining my check:On 10/06/21 I wrote a check to King ******* and it was authorized.On 06/10/22 I wrote a check to King ******* and it was authorized.On 11/11/22 I wrote a check for $75.00 to King ******* and it was declined.oMy bank told me there was nothing wrong with my check number and there was nothing wrong with the dollar amount. I have a positive check writing history.oThe COVID Pandemic was in 2020 and 2021. I did not write a lot of checks. The city, state, and country were in lockdowns.This is potential harassment. The business practice is egregious and potentially deceptive.I am requesting Certegy correct inaccuracies and remove negative information in my file.FACT: Certegy was fined $3.5 million by the *** for violating Fair Credit Reporting Act.******************************************************************************************************************************************************************************************************* .What is my next step? Do I need to involve legal?

  Business Response

  Date: 01/12/2023

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

  Customer Answer

  Date: 01/12/2023

   
  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,
  
  ***************************************