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 has 5 locations, listed below.

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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:10/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10.7.22 worker went to Dollar General in WF ** #*****. This is a store I do frequent. With winter coming, I decided to purchase a number of items to prepare. My driver's license, phone number, ******************** was presented as in the past. I have not had a hot check for many many many years. I knew how approximately how much money available in my account which more than covered the check. A print out was provided explaining their details. I thought it was a fluke. My friend and myself were able to pull together the funds so I was able to make the purchase. Two days later, I went to Big Lots to make approximately a $70 purchase. This was also denied. I did leave the store so it did hurt the store's income as I was the only buyer in line. I did try to call the ************ without obtaining a live person. Therefore, I emailed the company. The next day I did receive a call from a wireless number wanting all of my personal information. As I have had massive identity theft as well as fraud charges place on my card, I do not use credit cards and I am cautious to not give personal information. They were unable to assist me. I reached out to both companies. Big Lots deferred me to Certegy. Dollar General was going to follow-up. At this time, I have notified Big Lots that I will not be returning to their store with Certergy in the midst. Due to my massive identity theft already, I am not about to provide any additional information. There is absolutely no reason for this company to in between and deny access to food and clothing when the funds I have are legal and visibly so in my checking account and I pay my bills and file my taxes. This company has too much arbitrary control and I am NOT providing them any personal information.

  Business Response

  Date: 10/19/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  October 19, 2022
  
  
  *******************************
  ************************************************************************ 76308
  
  
  Re:      BBB Complaint Case Number ******** *******************************
             Certegy Case Number 380002
  
  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 and unable to 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
  
  

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18203896
  
  I am rejecting this response because:

   

  Thank you for your information. 

   

  The problem is the fact the company does have the following information:

   

  On 10.17.22 @ 12:36:26 I presented myself in person at Dollar General Store #***** with an ECC check for $191.19 which is the exact same dollar amount of the sale of $191.19 with a Certegy Reference # *************** and the bank account routing number and account number and ******************** number was included on the print out. My driver's license was presented in person as well as my phone number. My bank who is unable to provide any assistance does state they are unable to assist in any fashion does have my social security number on file. 

   

  Because Certegy does have all of the pertinent information related to their declination of processing my payment except for my social security, I will not be providing anything additional. The reason is due to the fact that I have DO HAVE A MASSIVE AMOUNT OF IDENTITY THEFT ON ME that I am not about to provide any additional information to another party in another state who has arbitrarily already decide to decline my payment when the funds are present in my account for payment. Additionally, I have written checks to this exact same location in the past only a few weeks prior which was processed and it was not declined and this store sees me in their facility on a regular basis. 

   

  Please be advised that I did also try to present payment to Big Lots and Certegy also denied processing payment at that facility as well. Also note, that I have reached out to the corporate headquarters of both facilities. I can only present the 2^nd location was two days later for approximately $70 at approximately 8:40 pm. At that store, I was the only customer visible. 

   

  For what I see and have told both organizations is that #1 Big Lots has lost 4 customers including two who did purchase furniture from them as I had been the one that had directed the 3 people to their store. Dollar General did listen and was concerned regarding this. A great deal of my money has gone to Dollar General over the past several years. Therefore, both organizations are aware that your company is a detriment for no reason to their income for no just reason. 

   

  At this time, I would like to have not only a repair from the information that is already available to Certegy as I will not be providing my social security number.  ******** has that information on file and I had the funds to be processed. 

   

  Additionally, I do have the right to turn this in related to health matters because Certegy is denying me the right to purchase food. I do not use nor have credit cards because of fraudulent charges against me and I do not use a cell phone because even the cell phone was hacked into. 

   

  Therefore, I would kindly appreciate Certegy correcting their system with the information they have on file in which they decided to not process my check. Most recently I have surgery, lost part of my employment and I cannot handle any additional stresses of not being able to purchase food to live on as well as a small amount of Christmas presents of clothing for someone who needs them. 

   

  Thank you for your assistance. Thank you BBB in serving and communicating with Certegy. Please note: I will not be providing the company with my social security number.

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

  Business Response

  Date: 10/28/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  October 28, 2022
  
  
  *******************************
  ************************************************************************ 76308
  
  
  
  Re:      BBB Complaint Case Number ******** *******************************
             Certegy Case Number 380002
  
  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 researched Ms. *********** transaction at Dollar General on October 7, 2022, for $191.19, based on the reference number she provided from the receipt. From that transaction information, we were able to locate the additional transaction at Big Lots on October 9, 2022, for $90.55. We determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters that were being monitored for our clients. Unfortunately, valid checks occasionally overlap with certain risk patterns resulting in a decline recommendation. Prior to these transactions, we show minimal attempts by ************************ to present checks to our clients in the past thirteen (13) months.
  
  However, we understand ****************** concerns, and have added her identifiers to a positive file, which will increase the likelihood of an approval recommendation in future. While we can never guarantee an approval recommendation, this will help ************************ with future transactions that are routed to Certegy for processing. We apologize for any inconvenience that this has caused.
  As a courtesy, a copy of Ms. *********** 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 during her transactions. ************************ should receive her report within 15 calendar days.
  If ************************ should have any questions or need further assistance, she can contact the **************************** at **************.
  
  Sincerely,
  
  Customer Care Department
  **********************