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Business Profile

Check Cashing Services

Certegy Payment Solutions, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Check Cashing Services.

Complaints

This profile includes complaints for Certegy Payment Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 92 total complaints in the last 3 years.
    • 44 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2024

      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.
      Details are provided in the other explanations. See below

      Business Response

      Date: 05/01/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      ***************************


      May 1, 2024


      *****************************
      2911 PO BOX
      **********, IL 60567



      Re:      BBB Complaint Case Number ******** *****************************
                 Certegy Case Number 693114


      This is written in response to the above referenced complaint.

      Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions 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 Payment. This service enables many of our clients to continue to offer Payments and check 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 Lowes for $35.00 on September 25, 2023, and for $566.33 on November 19, 2023. For September 2023, our records do not reflect a transaction for the account ending in xxxx1590. Our records indicate a transaction was attempted on November 19th, but Certegys system prompted the Lowes cashier to send your government issued identification, typically a drivers license along with the ******************** information. In this case the identification was not received, therefore Certegy was unable to provide a recommendation to the merchant.

      We understand this was caused by an input or processing error, not the fault of *********************** and we apologize for the inconvenience that this caused.  If you should have any questions or need further assistance, you can contact the ************************ at ************.

      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC
    • Initial Complaint

      Date:04/22/2024

      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.
      Wrote a check at my local Krogers like I do many times and they proceeded to tell me my check transaction had been denied and I needed to use another form of payment I have never had a check returned and I was embarrassed and appalled ! Found out the check had been entered by kroger with the wrong aba routing number but right account number so they denied it and ****** said I had to call them I cannot get anyone on the phone and I want to know how to get this resolved ASAP

      Business Response

      Date: 04/30/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      ***************************


      April 30, 2024



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



      Re:      BBB Complaint Case Number ******** *********************
                 Certegy Case Number 693067


      This is written in response to the above referenced complaint.

      Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions 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 Payment. This service enables many of our clients to continue to offer Payments and check 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.

      As mentioned above, Certegys check acceptance services are to protect consumers and retailers against losses from fraudulent checks and it predicts the likelihood of these transactions in connection with a particular check or consumers identification used. On April 1, 2024, check number 7715 was presented to ************** for $245.42 using the account ending in xxxx1666 with a different drivers license. The automated system flagged this transaction as potential fraud. This transaction appears in the consumer file disclosure report dated April 23, 2024, that was mailed to you. If this transaction was not authorized by you, Certegy can initiate a fraud dispute on your behalf. We will mail an affidavit to you to complete and we will investigate the information once it is received. If the transaction was authorized by you, we can update the information in our system once we receive confirmation from you. The potential fraud on the account caused the decline recommendation at Kroger on April 19, 2024.

      If you would prefer, you can obtain our affidavit from our website: ****************************************************************. The affidavit can be mailed to the address on the form or faxed to ************.

      If ************** should have any questions or need further assistance, she can contact the ************************ at ************.

      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC

      Customer Answer

      Date: 05/02/2024

       
      Complaint: 21603236

      I am rejecting this response because: I just got this and I will be contacting you and finding out how someone could have tried a check transaction without my check. I am at a loss of what has happened and will be getting more information 

      Sincerely,

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

      Business Response

      Date: 05/09/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      ***************************


      May 9, 2024


      *********************
      ************************************
      ******, GA 30721


      Re:      BBB Rebuttal Complaint Case Number ********   *********************
                 Certegy Case Number 699442



      This is written in response to Ms. ****** rebuttal.

      Certegy Payment Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through the retail practice of check acceptance.

      In our previous response, we provided information related to a potential fraudulent transaction that occurred on April 1, 2024, check number 7715 for $245.42 at Ingles Market using your bank routing / account number. We are unable to determine how the fraudster was able to obtain check number 7715, but you may wish to check who the original check was made payable to, to determine if they received the intended payment. Fraudsters have stolen checks from mailboxes, and other locations including consumers homes and cars.

      The request for the completed affidavit will assist us in determining what information may have been compromised by the fraudster. In order to clear your identifiers that have been recently associated with fraud, Certegy requires a signed and notarized affidavit. The affidavit form is attached to our response. Once the notarized affidavit with Ms. ****** signature, including notary stamp and a copy of Ms. ****** valid drivers license/State ID and social security card are received, we will promptly complete the investigation. The identifiers will continue to be reported as potential fraudulent until the investigation is complete, which might affect Ms. ****** check writing and cashing privileges at any of our clients locations. The non-compromised identifiers will be removed from the fraud controls, but we will continue to hold any compromised identifier in the fraud model to prevent further fraud. If your bank account ending in xxxx1666 has been compromised, we would suggest closing the account to prevent further fraud.

      Your recent call to our ************************ on May 6, 2024, our agent initiated a dispute on the consumer file disclosure report (****) dated April 27, 2024. The result of that investigation was that an authorization request was received for the transaction and therefore is accurate as reported. The inquiries section of the **** is meant to display a history of transactions processed with the identifiers (drivers license number, *********************** account and/or social security number) you provided. The transaction will remain on your **** because it did, in fact, take place.

      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.

      If ************** should have any questions or need further assistance, she may contact the ************************ at ************.

      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC

      Customer Answer

      Date: 05/15/2024

       
      Complaint: 21603236

      I am rejecting this response because: I just called today because I have received letters from certegy and didnt know how to respond. The lady I talked to today told me I didnt need to send in affidavit since I had no negative information in my file and I explained the 7715 check fraud at Ingles on April 1 2024 for a check number 7715  245.42 wasnt mine and I was declined checks at Kroger on April 15 and April 19 which were my checks 7712 and 7714 are the ones that I wrote and were declined. So how the fraudulent check was presented I do not know. I went to Ingles and filed a police report case number RP24050016 and an investigator is checking on the fraud and will be contacting me again if he finds out who did this. I have closed the  checking account but I want this matter dissolved by someone upper management because I get the runaround from every person I talk too. So could someone assure me I am cleared on my certegy end. I need a management to call me ************ Thank you ! 

      Sincerely,

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

      Business Response

      Date: 05/22/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      ***************************


      May 22, 2024


      *********************
      ************************************
      ******, GA 30721



      Re:      BBB Rebuttal Complaint Case Number ******** *********************
                 Certegy Case Number 703544

      This is written in response to Ms. ****** rebuttal.

      Certegy Payment Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through the retail practice of check acceptance.

      After ***************** spoke with our Compliance Manager on May 17, 2024, ************** provided the requested affidavit on May 20, 2024. Based on the information contained in the affidavit, we have removed her drivers license from the fraud controls but will continue to hold the prior bank account ending in xxxx1666 to prevent future fraud.

      We apologize for any inconvenience that this has caused **************. If ************** should have any questions or need further assistance, she may contact the ************************ at ************.

      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC

      Customer Answer

      Date: 05/23/2024

       
      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.  The manager that I spoke to was excellent and helped me to get all of my issues resolved.  She was very very nice and I appreciate her calling me directly after being so frustrated with not getting the right person and answers I needed to understand what was going on with my issues. I am completely satisfied with the service I received after getting to the right person. I have never had fraudulent issues before and I appreciate the manager completely making me feel at ease that they were staying on top of it! I just wished that it hadnt took so long to get answers.I was truly upset for a month and flipping out so Certegy does need to have better and faster communications with regular customer service. But I do so much appreciate the companys response to flagging the  fraud and not letting it happen. I just wished it didnt take so long to get through to someone since I didnt know the fraud happened til 15 days later. 


      Sincerely,

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

    • Initial Complaint

      Date:04/22/2024

      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 receive multiple reimbursement checks from my health insurance every Month, usually between $100 to $200 at a time. I can it at ******* as I don't have a bank and that is what is available locally. I have cashed at least 15 checks this way over the course of months. My issue is that the checks are all within the amount listed, all from the same bank, all made out to me. Yet certegy will randomly deny one of them out of nowhere, for no real reason. And every time I have to waste time and gas to figure it out while there isn't even a person to call

      Business Response

      Date: 04/30/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      ***************************


      April 30, 2024


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



      Re:      BBB Complaint Case Number ******** ELISABETH  ******
                 Certegy Case Number 693059

      This is written in response to the above referenced complaint.

      Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions 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 Payment. This service enables many of our clients to continue to offer Payments and check 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, April 19, 2024, for $228.80 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

      However, we understand Ms. ******* concerns and we have added her identifier to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help **************** with future transactions that are routed to Certegy for processing.

      If **************** should have any questions or need further assistance, she can contact the ************************ at ************.

      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC
    • Initial Complaint

      Date:04/18/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a personal check declined in the amount of $325.65. When I wrote to Certegy for an explanation, they simply said there was nothing on file. Then, I called for an explanation and was told that they didn't give out that information. I asked if I could no longer write checks and was told that they encourage check writing, but still couldn't tell me if my check would be approved. I am a 70 year old widow who has never had a check declined. Without a reason, I'm unsure of what to do.

      Business Response

      Date: 04/25/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      ***************************


      April 25, 2024


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



      Re:      BBB Complaint Case Number ******** *********************
                 Certegy Case Number 692756

      This is written in response to the above referenced complaint.

      Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions 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 Payment. This service enables many of our clients to continue to offer Payments and check cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the services we provide to subscribing merchants would be compromised.

      We researched ************ transaction at Westlake Ace Hardware on April 2, 2024, for $325.65 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 history associated with the bank routing and account number in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

      However, we do understand ************ concerns and we have added her identifiers to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help ************ with future Westlake Ace Hardware transactions that are routed to Certegy for processing.

      If ************ should have any questions or need further assistance, she can contact the ************************ at ************.

      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC

      Customer Answer

      Date: 04/27/2024

       
      Better Business Bureau:

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

      Sincerely,

      *********************
    • Initial Complaint

      Date:04/16/2024

      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.
      Refusal to correct the information on their "Consumer File Disclosure Report" Information is incomplete/incorrect and impacting my ability to link my bank account as a ********************** method on one of my consumer credit cards. Nothing but excuses and the run around, no solutions offered, no resolutions. No valid reasons.

      Business Response

      Date: 04/24/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      ***************************


      April 24, 2024


      *************************
      905 ASHLAND DR
      ******************



      Re:      BBB Complaint Case Number ******** *************************
                 Certegy Case Number 692082


      This is written response to the above reference complaint.

      Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connection with a particular check.  Each transaction is evaluated individually at the time of the transaction and approval or decline recommendation is provided.

      Your transactions at Target received decline recommendations based on contributing factors of our third-party account validation service, Early Warning Services, who was not able to locate the routing and account number in their records.

      If you would like to contact Early Warning directly and request a consumer disclosure report, it should contain all of the information that the company has on file with your identifiers. Their contact information is Early ***************************** at ************.

      Based on your complaint, our Compliance Manager reached out to you by phone on April 17, 2024, to discuss and address your concerns. At the conclusion of the call, you were able to successfully add your new bank account information to the Target account.

      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:04/15/2024

      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.
      Upon receiving my final paycheck in January from shasta regional (prime affiliates) I attempted to cash at a ******* in redding ca and the check was denied as to being high risk. I took it to ******* and was denied yet again. I called on it knowing the bank was 3 hours away and with embarrassment of never having a check denied was told I was high risk. Knowing everything that had been negative through collections had been paid or cleared and my credit score had still been declining. I feel that it is through a good news rescue mission and ******* post acute with certify. It is embarrassing and decimation of character

      Business Response

      Date: 04/24/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      ***************************


      April 24, 2024


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

      , CA 96001



      Re:      BBB Complaint Case Number ******** ***********************
                 Certegy Case Number 692013


      This is written response to the above reference complaint.

      To provide some background, Certegy Payments Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through retail practices of payment acceptance. For some clients involved in these transactions, Certegy may assume payment responsibility should an authorized transaction be dishonored by the check writers bank. When a transaction is returned unpaid, it is forwarded to Certegy, who in turns purchases the check and initiates collection actions through a collection agency.

      Unfortunately, we are unable to address your concerns without your full address and identifiers used in the transaction, as they were not included in your submission. Certegy uses your address to create a consumer profile, for tracking and responding to your request. We are unable to use a partial address and/or email address for this function. Without the identifiers used in the transaction, we are unable to research the complaint. Once the information is received, we will review and respond accordingly.


      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC
    • Initial Complaint

      Date:04/01/2024

      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.
      A check in the amount of $29.98 was reported outstanding and flagged for the consumer identifier on the checking account. The documentation sent from Certegy showed an authorized payment for the same amount to the same business on the same day with the same check number. Subsequently several purchases have been declined. Multiple attempts to resolve the issue have been sought. Two different times Certegy was contacted by phone and notified of the problem. On 2 different occasions I made an attempt to pay the alleged outstanding amount was offered simply to end the matter. On both occasions the representative on the phone said someone would be contacting by phone to pay the matter. Neither time was a call back placed. Additionally, the number which was given by Certegy on written correspondence does not work.This has been extremely frustrating. I would be more than willing to simply pay the amount supposedly in question to resolve the matter, but I have no way of getting in touch with whomever payment needs to be made.Disputing the claim has proven to be difficult as well, because of an unnecessary difficult process to reach someone who can actually help.

      Business Response

      Date: 04/05/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      **************, ** 81502


      April 5, 2024


      *********************
      2118 *************
      **********, ** 36022



      Re:      BBB Complaint Case Number ******** *********************
                 Certegy Case Number 682968


      This is written response to the above reference complaint.

      To provide some background, Certegy Payments Solutions, LLC (Certegy), is an authorization 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 turn 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 $29.98 dated April 5, 2023. The financial institution returned the check as Forgery, and the returned item was reported to Certegy and entered our files on April 14, 2023, as claim ********. Due to the bank return code of Forgery, it was manually transferred to the collection agency for ****************** to make the payment. Our records reflect, that a payment was posted to the returned item on April 2, 2024. The claim has been updated to Resolved status and has been satisfied in our system.

       As a courtesy, we have requested a copy of ******************** consumer file disclosure report (CFDR), which includes all transaction information that we have on file related to the identifiers provided. ****************** should receive his 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.

      We apologize for any inconvenience ****************** has experienced. If you should have any questions or need further assistance, you can contact the ************************ at ************.

      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC
    • Initial Complaint

      Date:03/14/2024

      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.
      This company is stopping people from cashing their own monies. They decline with no reason and take all of your information to say sorry and that is it. They should not even have a company if youve read the complaints already. Chexsystems is way better. The worst is that you cant understand what they are saying and they can never understand you.

      Business Response

      Date: 03/19/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      **************, ** 81502


      March 19, 2024


      ***************************
      *****************
      *****, ** 71639



      Re:      BBB Complaint Case Number ******** ***************************
                 Certegy Case Number 676795

      This is written in response to your recent complaint.

      To provide some background information, Certegy Payment Solutions, LLC (Certegy), is an authorization services company. Certegys clients utilize our services to help reduce losses incurred through the retail practice of payment acceptance. For some clients, Certegy assumes payment responsibility should an authorized transaction be dishonored by a check writers bank.

      Unfortunately, we were unable to research your complaint or locate any data in our system based on the information provided. Without additional information to research the transaction we are temporarily unable to complete your request. In order to provide assistance, please provide the following information:

      Drivers License Number            ______________________________________

      State of Issue                            ______________________________________

      Bank Account Number               ______________________________________

      Bank Routing Number                ______________________________________

      Social Security Number             ______________________________________


      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:03/12/2024

      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.
      Recent denial of cashing vendor payroll checks issued by (Comptroller -State of ********) and refusal to inform me of the real reason Certegy has denied my payroll checks issued on the treasurer of the State of ******** when I've had no problem cashing them for the last 6 months at the same ******** I've been cashing my government checks at ******* for awhile and its not been an issue until just recently. I've been receiving vendor payroll checks since 09/23 and Certegy has approved my checks as recently as 01/11/24 for $748.62. I want to know what happened that I can no longer cash a State of ******** Vendor check anymore at ******** Non of my prior government payroll checks have bounced and I have my ******** Comptroller Payments Spreadsheet that shows issue dates, check #, warrant # an when paid out and I don't see any issues and when cashed without incident. Now Certegy started denying the Dpt of Treasury checks on 02/09/24 for $913.92. and then again on 03/11/24 for $616.38 Reference #************* Reason given when I listed my reference number was " This transaction received a decline recommendation because it did not meet acceptance guidelines, which may vary location to location, and transaction. Factors include the check #, dollar amount, check cashing history, and other transaction details". That explanation doesn't make any sense to me. My checks are from The ******** Comptroller what changed between 01/11/24 when Certegy last approved check to 02/11/24? The check didn't bounce I can see my vendor payments on comptroller website. What was wrong with the government check #'s and that Certegy suggests for me to go to the **** of treasury to cash it? It can easily be verified and I have no issues providing more info. A very generic, unhelpful answer, and if it was looked into they would have no issue certifying the state of ******** check. I have all my copies and transactions of the previous checks by ******** Comptroller Certegy approved if requested.

      Business Response

      Date: 03/13/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      **************, ** 81502


      March 13, 2024


      *****************************
      **************************
      ******, ** 61801



      Re:      BBB Complaint Case Number ******** *****************************
                 Certegy Case Number 673933

      This is written in response to the above referenced complaint.

      Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions 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 Payment. This service enables many of our clients to continue to offer Payments and check 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 March 11, 2024, for $616.38 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 limited history associated with the identification number in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

      However, we understand Ms. ********* concerns, and we have added her identification to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help ******************** with future transactions that are routed to Certegy for processing.

      If ********************** should have any questions or need further assistance, she can contact the ************************ at ************.

      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC

      Customer Answer

      Date: 03/14/2024

       
      Better Business Bureau:

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

      Sincerely,

      *****************************
    • Initial Complaint

      Date:03/05/2024

      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.
      At this point since they falsely advertised you can TALK TO SOMEONE I just need to ask if my declined check is shown ,posted or distributed to others?This company is the least costumer friendly company Ive ever attempted to talk with.

      Business Response

      Date: 03/08/2024


      Certegy Payment Solutions, LLC
      PO Box 908
      **************, ** 81502


      March 8, 2024


      *****************************
      ***** ********
      *****, ** 68130



      Re:      BBB Complaint Case Number ******** *****************************
                 Certegy Case Number 671353

      This is written in response to the above referenced complaint.

      Certegy Payment Solutions, LLC (Certegy) is an authorization services company. To protect both consumers and retailers against losses from fraudulent or returned checks or Automated Clearing House transactions (collectively, Payments), we developed an automated system that predicts the likelihood of these outcomes in connection with a particular Payment. Payment authorization is not an extension of credit. It is important to remember that, unlike debit or credit card transactions, most merchants do not verify whether funds are available prior to cashing a check or accepting one as a form of payment. Instead, they may use our system to analyze the transaction for potential risk factors including but not limited to location, Payments and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on Payments history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a Payment if it has similar characteristics to other transactions 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 Payment. This service enables many of our clients to continue to offer Payments and check 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 Mr. ********** transactions at PetSmart on February 29, 2024, for $384.64 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

      However, we do understand Mr. ********** concerns and we have added his identifiers to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help ********************** with future transactions that are routed to Certegy for processing.

      If ************************* should have any questions or need further assistance, he can contact the ************************ at ************.

      Sincerely,

      Customer Care Department
      ******************************************* **********************, LLC

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