Business Profile

Check Cashing Services

Certegy Payment Solutions, LLC

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Complaints

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

Customer Complaints Summary

192 total complaints in the last 3 years.
46 complaints closed in the last 12 months.

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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:03/05/2024
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
Initial Complaint
Date:03/05/2024
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.
On 3/2/24 I was grocery shopping at kroger, at the time both cards I have were being changed because of a possible scam incident. I was unable to get cash from the bank because they were CLOSED because it was the weekend and after hours. ****** stated my check was declined and couldn't share why because it was "confidential". Reference # *************. Today 3/4/24 I called to find out why my LEGAL form of payment was not accepted. They said it was because it failed to meet certain risk requirements and basically because I have never written a check before. This is absolutely ridiculous!! Per my bank I have the right to know why and that they would have not rejected the form of payment. Kroger and Certegy suggested I use another form of payment.... however it was my only form of payment!! Please review your restriction and consider this is a situation that can happen to anyone and your company put someone in an embarrassing situation for NO reason.
Business Response
Date: 03/08/2024

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

March 8, 2024

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

Re:      BBB Complaint Case Number ******** *************************************
           Certegy Case Number 671339

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 Kroger on March 2, 2024, for $73.22, $25.00, and $173.22 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client and there was no prior transaction history associated with your routing/account number or identification number in our system in the last thirteen months. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer Answer
Date: 03/10/2024

Complaint: 21380847

I am rejecting this response because:
The explanation was information already known. I just want the company to know its awful that because I havent written a check in 13 months for them that it will decline my check even with funds available and an excellent credit score. Again as I have already explained: sometimes there are situations where that is the only form of legal payment someone may have. This company should recognize this and consider altering their parameters for others than may have this situation in the future. People need groceries and people should be able to write a check when they have the funds available!!!

Sincerely,

*************************************
Business Response
Date: 03/13/2024

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

March 13, 2024

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

Re:      BBB Complaint Case Number ******** *************************************
           Certegy Case Number 673901

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

Check writing history, especially check writing history at merchant locations that utilize our services, is a significant factor in check authorization considering that banks typically do not verify funds or offer account validation ********************. Our system analyzes every transaction presented for potential risk factors, including possible fraud, using our guidelines. Many factors in addition to returned or unpaid checks, are evaluated in making decisions for transaction approvals including, but not necessarily limited to, check numbers, check writing and cashing activity, including lack of activity and amounts.

Merchants take certain risk when accepting checks. By providing this service, many of Certegys clients can continue to offer check writing and check cashing options in most cases, which otherwise may not be available to their customers. The potential risk factors that we monitor for our client locations vary by client and location, and in order to protect both consumers and retailers against losses from fraudulent activity, we must keep the guidelines that we use when issuing an approval or decline recommendation for a transaction proprietary. If Certegy were to disclose those confidential, proprietary guidelines, it would seriously diminish our ability to prevent any type of fraudulent activity.

We apologize for any inconvenience that this has caused ************************, and we hope that the above information provides more clarification in the services that are provided to our clients. Although we can never guarantee the approval of future check transactions, we encourage ************************ to continue performing check transactions wherever she desires.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
Date:02/27/2024
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 is a garbage company who cannot be contacted by any consumer. No way of getting in touch with a human and no ways of sending email. They say they offer the consumer report but it never works. They have now blocked incoming Zelle transactions to me and also stopped me from cashing a refund tax check at ******** They are ruining peoples lives without having any sort of explanation. Look them up as they are already in trouble with FTC. I will be filing a class action lawsuit as well.
Business Response
Date: 03/01/2024

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

March 1, 2024

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

, ** 20171

Re: BBB Complaint Case Number ******** *********************
Certegy Case Number 667974

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:02/21/2024
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.
Certegy provides ACH transaction processing for Go Daddy. We are a reseller for Go Daddy and have repeatedly incurred payment acceptance issue because of Certegy getting their transactions flagged by client banks. It is an ongoing issue as confirmed by Go Daddy support representatives. It greatly impacts us a reseller and our clients.
Business Response
Date: 02/23/2024

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

February 23, 2024

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

, SD 57105

Re: BBB Complaint Case Number ******** ***********************************
Certegy Case Number 665529

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. If you are submitting a complaint on behalf of a business, please provide us with an authorized representative contact information and company name and address. Certegy uses your address to create a consumer / business 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:02/21/2024
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.
Tried to cash simple refund check at ******* on 2/202024, denied NO REASON. Called Certegy, NOTHING but automated canned responses, absolutely NO human response!! Why is nothing being done to put this obvious scam "company" that doesn't actually have ANY human employees!!??
Business Response
Date: 02/23/2024

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

February 23, 2024

***********************
11 *********
**********, ** 62056

Re:      BBB Complaint Case Number ******** ***********************
           Certegy Case Number 665121

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
Customer Answer
Date: 02/28/2024

Complaint: 21323045

I am rejecting this response because: Just another AI canned response from a sham company.

Sincerely,

***********************
Business Response
Date: 03/06/2024

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

March 6, 2024

***********************
11 *********
**********, ** 62056

Re:      BBB Complaint Case Number ******** ***********************
           Certegy Case Number 670629

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 Ms. ******* 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 Ms. ******* concern in providing this information, in order for us to research her transaction(s), we are asking that she 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 Ms. ******* 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 Ms. ******* should have any questions or need further assistance, she can contact the ************************ at **************.

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
Date:02/12/2024
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.
I went to write a personal check at 2 merchants in my town within the last month or so.Today, 02/10/2024, I went to Menards in *************, Ind and wrote a check for $153.23, with check #****.It was flagged/declined by Certegy's system.I have plenty of money in my account, and have never bounced a check in my life.I filed a report online with Certegy to see what the problem was, and the reason was This transaction received a decline recommendation from Certegy because our records indicate that there is negative information on file, most typically due to a returned check.I have NEVER had a return check!!!How embarrassing!!!I would like the negative report taken off of my account immediately please, and the block removed, so I can resume writing checks with merchants that utilize Certegy.
Business Response
Date: 02/21/2024
February 21, 2024

***********************
*********************
*************, ** 46360

Re:      BBB Complaint Case Number ******** ***********************
           Certegy Case Number 660848

This is written response to the above reference complaint.

To provide some background, Certegy Payments Solutions, LLC (Certegy), is a check 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 turns purchases the check and initiates collection actions through a collection agency.

Using the information provided by our client, PetSmart, Certegy authorized check number 4852 in the amount of $42.79 dated December 7, 2023. The financial institution returned the check as Other, and the returned item entered our files on December 22, 2023, as claim ********.

We researched your declined transaction from January 5, 2024, for $47.78 at Big Lots and from February 10, 2024, for $153.23 at ****** and determined that our client reported negative information to Certegy which resulted in the declined transactions.

Upon receipt of your complaint, Certegy initiated a dispute investigation on February 15, 2024, with PetSmart to verify the accuracy of the returned item on file. Please know that an investigation may take up to 30 calendar days. The disputed item will continue to be reported as unresolved until the investigation is complete. If the results of the investigation indicate that the item is verified as inaccurate, the item will then be removed from Ms. ******* consumer file. A letter providing the results of the investigation and an updated copy of the information currently contained in her consumer file disclosure report will be mailed to *******************.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer Answer
Date: 02/23/2024

Complaint: 21276205

I am rejecting this response because:
I wrote check #**** for the amount of $42.79, and ********'s system declined it.
I immediately wrote another check for $42.79 with check #****, and it was accepted.
The manager *******, assured me that check #**** did NOT go through.
Upon receiving my Certegy Consumer File Disclosure Report, it shows that check #**** with the amount of $42.79, WAS accepted.
Upon reviewing my bank statement a few days later, the original check #**** DID go through, resulting in a duplicate payment to PetSmart.
I immediately contacted *********** and they did an investigation, and indeed found that check # **** was a duplicate charge, and refunded me $42.79.
Please see enclosed forms attached, proving that check #**** was a duplicate charge that went through with PetSmart, as I only made (1) purchase, that was paid with check #**** for the amount of $42.79.
Please take off this outstanding item off of my report, so I can resume writing checks again.
******************************************
Business Response
Date: 02/29/2024

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

February 29, 2024

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

Re:      BBB Complaint Case Number ******** ***********************
           Certegy Case Number 666967

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

Using the information provided by our client, PetSmart, Certegy authorized check number 4852 in the amount of $42.79 dated December 7, 2023. The financial institution returned the check as Other, and the returned item entered our files on December 22, 2023, as claim 29216798.

As disclosed in our previous response dated February 21, 2024, Certegy sent a dispute notification to PetSmart to verify the payment status of the claim. On February 22, 2024, ******** responded confirming that only one payment was valid, and the claim should be cleared. Certegy sent a letter to **************** on February 22, 2024, with the results of the investigation of the dispute. Certegy has cleared the claim and considers the above referenced claim as satisfied within our system.

We empathize with Ms. ******* 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
Customer Answer
Date: 03/01/2024

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.

***********************************************
Initial Complaint
Date:02/12/2024
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 compact is declining legitimate checks from government agency. From being cashed causing inconvenience to consumers
Business Response
Date: 02/16/2024

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

February 16, 2024

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

Re: BBB Complaint Case Number ******** ****************************************
Certegy Case Number 660787

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 ************************************* transactions at ******* and at Kroger on February 8, 2024, for $2,310.00 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client and there was no history associated with the identification number in our system in the past 13 months. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
Date:02/01/2024
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.
I was charged a 30,00 fee for a returned check and I can't write a check until this is cleared up and I can't get in touch with anyone to pay this.
Business Response
Date: 02/06/2024

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

February 6, 2024

***********************
52 ****************
**********, ** 29607

Re: BBB Complaint Case Number ********- ***********************
Certegy Case Number 654665

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 turns purchases the check and initiates collection actions through a collection agency.

Using the information provided by our client, Publix, on December 7, 2023, Certegy authorized check number ****, in the amount of $94.62. The financial institution returned the check as Non- Sufficient Funds and the returned item entered our files on December 15, 2023, as claim ********. Certegy redeposited the check to ****************** financial institution in an effort to recoup the owed funds, and the funds posted to Certegys account on December 22, 2023. Certegys redeposit attempt to collect the service charge was unsuccessful.

Certegy authorized the face value of the transaction on December 7, 2023, but when the transaction in question was returned unpaid by the financial institution. a service charge was assessed in the amount of $30.00. Our clients post a disclosure at the point of sale advising consumers that a returned transaction is subject to the imposition of a service charge, which may be debited from the presenters account electronically or via site draft (remotely created check).

In response to your complaint about making payment for the service charge fee, we ask that **************** please send a payment to Certegy Payment Solutions at PO Box ****, **********, ** *****. Include claim # ******** on the check to ensure that the payment is applied to the claim.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Initial Complaint
Date:02/01/2024
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.
******* at ******* declined a personal check written to me from a family member for Christmas gift. It was declined. I had proper ID and the ******************** is legitimate. I looked into it and they give general reasons: I am a scammer thief etc. never have been, insufficient funds which is nope, human error in input which I believe more like that. It's annoying I've never had issues before I have to uber or take a bus so a major inconvenience. Never had an incident in the past. Maybe don't have check cashing with this company/banking surveillance. You're wasting people's time. I got a ride went to the bank that the person who gave me the check was from, and no problem. It was from family it was legitimate check. The major thing they ask for your social security number. And looking into why I was declined, they even ask for social and bank routing numbers it's really sketchy and strange. I did not do that, why? Just to find out and get the report why I was declined. That is worrisome.
Business Response
Date: 02/06/2024

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

February 6, 2024

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

Re:      BBB Complaint Case Number ******** ***************************
           Certegy Case Number 654650

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:01/29/2024
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.
Over the past week, on two different dates, I attempted to cash a check at ********* one check at ******* in *******, **, and another at ******* in ****, ** (two different checks). In both cases, I presented my valid identification in the form of my ** driver's license and entering my SSN on the keypad as requested. On both occasions, I received Disbursement Receipts informing me that ******* was unable to cash the checks due to a rejection recommendation from Certegy. In both cases, the associate was unable to explain anything further or provide any resolution. I called the Certegy number provided, after the ******* associate informed me that by doing so I could find out what the problem was, resolve it, and attempt to cash the checks again. After an exhausting process of automation, I finally reached a live person with Certegy, who took the information that I provided from both disbursement receipts and checks. However, all this person was able to tell me was that the checks were rejected due to "risk factors". They did not provide me any additional details or pathway to resolve the problem. This caused me a great deal of inconvenience because the reason I was cashing those checks at a merchant as opposed to depositing them into my bank was that I needed the funds urgently - that day - as opposed to waiting the 2-3 day process for the checks to clear with my bank. In rejecting the checks without explanation and not attempting to work with me to resolve the problem, Certegy cost me money in overdraft fees, late fees, and a great deal of stress. I feel that I would be within my rights to request compensation for this. However, at this time, I am simply requesting that the BBB helps me to get a resolution from Certegy, where I can provide whatever information is necessary for them to resolve this problem and reinstate my ability to cash a check at a ******* location if necessary. The necessary information (reference numbers, etc.) are on the checks/receipts provided.
Business Response
Date: 02/01/2024

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

February 1, ****

*************************
**** ************
WEATOGUE, ** 06089

Re:      BBB Complaint Case Number ******** *************************
           Certegy Case Number 653741

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 ******* on January 23, ****, for $300.00 and on January 24, ****, for $250.00 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters we were monitoring for our client and there was limited history associated with the identification number in our system in the past 13 months. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.

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

Sincerely,

Customer Care Department
******************************************* **********************, LLC
Customer Answer
Date: 02/01/2024

Complaint: 21212909

I am rejecting this response because:
This is not a solution. Certegy should not have the right, nor the ability, so simply decline transactions for a ********* myself with no history of fraud or anything negative. I was able to successfully cash a check at one of the same ******* locations a couple of weeks before that, and both checks that were declined by Certegy/******* were successfully accepted and drawn into my bank account later on. The representative at ******* explained that I could call the Certegy number provided on the Disbursement Receipt, get clarity and resolve the issue, and then go back and they could cash the check. It is improper and unacceptable for Certegy to simply decline, provide vague reasoning that had nothing to do with me as a user/consumer, and not offer an avenue to resolve it. I would like action from Certegy and a resolution to this problem. I can provide any documentation/information necessary to clear any risk factors.

Sincerely,

*************************
Business Response
Date: 02/13/2024

February 13, 2024

*************************
**** ************
WEATOGUE, ** 06089

Re:      BBB Complaint Case Number ******** *************************
           Certegy Case Number 659587

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

Check writing history, especially check writing history at merchant locations that utilize our services, is a significant factor in check authorization considering that banks typically do not verify funds or offer account validation ********************. Our system analyzes every transaction presented for potential risk factors, including possible fraud, using our guidelines. Many factors in addition to returned or unpaid checks, are evaluated in making decisions for transaction approvals including, but not necessarily limited to, check numbers, check writing and cashing activity, including lack of activity and amounts.

Merchants take certain risk when accepting checks. By providing this service, many of Certegys clients can continue to offer check writing and check cashing options in most cases, which otherwise may not be available to their customers. The potential risk factors that we monitor for our client locations vary by client and location, and in order to protect both consumers and retailers against losses from fraudulent activity, we must keep the guidelines that we use when issuing an approval or decline recommendation for a transaction proprietary. If Certegy were to disclose those confidential, proprietary guidelines, it would seriously diminish our ability to prevent any type of fraudulent activity.

However, we understand your concerns and have added Mr. ******** identifier 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 him with future transactions that are routed to Certegy for processing.

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 he desires.

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

Sincerely,

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

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Certegy Payment Solutions, LLC is NOT a BBB Accredited Business.