Complaints

This profile includes complaints for ACI Worldwide Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ACI Worldwide Corp

  2811 Ponce de Leon Blvd Ph 1 Coral Gables, FL 33134-6926

  
• 

  ACI Payments, Inc.

  500 North Calvert Street Room 402 Baltimore, MD 21202

• 

  ACI Worldwide

  6060 Coventry Dr Elkhorn, NE 68022-6482

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:02/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a payment of $$155 to the ************************ using their 3rd party contractor, ACI ************* on September 30 2022. *** successfully withdrew this money, but as of late 2/1/2023 has not sent my payment to the ************************. When I received a certified letter from the **** notifying me of this and the threat to garnish my wages for non-payment, I called the **** The representative I spoke to from the *** stated that "sometimes they [3rd party payment companies] receive the money, but it does not make it to us successfully." The representative stated I should call ACI directly to request a refund and utilize a different method to pay the **** I attempted to call 3 different phone numbers to resolve this issue with *** and was unable to reach a representative, the automated system was also unable to address the issue. I emailed ACI with a copy of all of my payment receipts and screenshots of the debit from my account on 1/12 and have received no correspondence.Here is some of the back and forth email still without resolution , they want me to go to Cash App and try and get money back.On Mon, Oct 17, 2022 at 4:12 PM, *********************** <********************> wrote:Good Afternoon I am writing in regards to a online payment I made thru your payment system of $155 on September 30, 2022 to the ************************. The payment had not processed and would like a refund or can you apply to my *** account. Name ***** and *********************** ************************ Date of Payment $155 Payment Date September 30, 202 No confirmation number available Please advise of next steps. I look b forward to your response. Thanks ***********************

  

  Business Response

  Date: 02/15/2023

  ACI Payments records show that ******************* transaction to the *** processed successfully through our payment system on 9/30/2022.  The consumer contacted ACI Payments Consumer Support Team on 10/31/22 to inquire about the transaction.  All the information provided with the transaction was confirmed as correct by the consumer.  ACI Payments submitted an Update to the *** on 10/31/22 to let them know the consumer inquired about their payment not being applied to her *** Account.  The *** responded with a request to review the information provided by the consumer with the transaction again.  By this time, the consumer had already filed a dispute on the payment.  ACI Payments Consumer Support Team has tried unsuccessfully to contact the consumer several times and has been unable to leave a message due to a full voicemail. 
  The consumer submitted a chargeback on 11/10/22.  The consumers financial institution (CashApp,based on the consumers comments) is responsible for crediting the consumer back since she submitted a chargeback.Please call ACI Payments Consumer Support Team at ************ to further discuss this issue.
  

  Below is a history of ACI Payments attempts to contact the consumer to assist in resolving this issue:
  
  Phone Call and Charge Back Info
  10/31/22 Consumer called in to ACI Payments and verified her information was correct.  ACI Payments submitted an update to the *** to inquire why the payment wasnt posted.
  11/22/22 *** responded asking us to confirm the taxpayers information again.  ACI Payments did not contact the consumer because a chargeback had already been filed by the consumer on 11/10/22
  
  Email Correspondence
  10/21/22: Consumer emailed us a copy of her confirmation page.
  10/21/22: ACI Payments emailed back that her payment was successful and sent to the *** for posting.
  10/28/22: Consumer states she wanted to check on payment.
  11/1/22: ACI Payments responded that we had submitted the update to the *** to verify her payment.
  11/4/22: Consumer stated her payment has not been reflected on her account. She called the *** and they stated they have not received the payment.
  11/14/22: ACI Payments responded that our records indicated that the transaction was disputed by her FI. ACI Payments advised consumer to reach out to her bank for any further assistance.
  12/13/22: Consumer Email:  "Inquiring on payment sent by your company and payment has not been credited.  Cash App states they sent funds, do I need to contact BBB to get the funds applied. Cash App not refunding monies because they state you have funds.  What is next course of action. I just want the payment to be applied. Do I need to contact your **************** for resolution."
  12/14/22: ACI Payments Response: "It appears you disputed this charge with your financial institution. They will typically issue a temporary credit for you until our processor sends the funds to them. You will need to work with your financial institution to locate the funds. We did attempt to reach out to you, but your VM is full. Please let us know if we can assist further. You can contact us at ************.  Thank you."

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18967485
  
  I am rejecting this response because: I contacted Cash App and they did not issue a credit or give me my money back; they stated that the funds were transmitted on your site processor and that you ACI 

  payments should be held liable for giving me a refund and refused to give credit.  I did not even want to pursue getting money from Cash app because they are not responsible for refunding monies since it was sent through your processor. I am requesting my $155 from ACI payments because when we initially called, they ensured me that the funds have reached IRS and they should be the ones to refund the monies not CASH APP.  Need to refund ASAP, customer service is horrible, and I keep explaining to ACI that the money was never credited to IRS.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/23/2023

  ACI Payments Consumer Support Team received confirmation from the consumer that the issue has been resolved.

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my First Premier credit card bill and used the *** payment service on 1/9/2023 and received a confirmation receipt and the money subtracted from my account. I have called *** over 7 times today had no customer service person can find the payment and they directed me to email customer service and that no one at the number listed online for payment inquiries can help me. The money has not been received at First Premier Credit Card and *** keep giving me the runaround.

  

  Business Response

  Date: 01/12/2023

  PREMIER Bankcard has been experiencing a 2-3 day delay with the *** payments being updated to the cardholder accounts due to a technology issue. Our ********************************* is diligently working with *** to resolve the issue as quickly as possible. Any payment that was delayed will be backdated to the original date the payment was made. Thank you for your understanding. 

  *********************, Director of Payments

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

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

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a payment on 10/12/2022 through ACI to the California ********************* Business Entity Taxes in the amount of $848.12 with confirmation number ******. You can imagine my shock when I received a letter from the tax board saying I hadn't paid my taxes and they had been charging me interest. I immediately called the tax board and they said they had received no payment from ACI. I then called ACI and was told they could see the payment had processed but couldn't tell me if it actually was received by the tax board. They then said to send an email and someone would return my email promptly. I have sent three emails in three weeks with no response. I have called in and been told the same thing. The tax bill is now over $1,000 and continuing to accrue interest and there seems to be no hurry on ACI's end on fixing this problem.

  

  Business Response

  Date: 12/20/2022

  The payment was successfully processed by ACI and the payment funds sent to the California *******************.  We contacted the consumer (***********************) to review the information he entered when the payment was processed. Upon review, the *** was entered in the State Entity ID field which could cause the California ******************* not to be able to apply the payment to Mr. ******* account. We are providing **************** with a Letter that explains the issue so he can provide it to the California ******************* which should assist them in applying the payment to his account.
  
  
  
  

• Initial Complaint

  Date:11/21/2022

  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 have been paying this vendor every month since April of 2022 $75 towards my federal taxes arranged payment plan and I have been trying to contact both phone and email with no response. Recently I have been since a letter from IRS stating that only 2 payments have been placed on my account, this is thief.

  

  Business Response

  Date: 11/29/2022

  ACI Payments records show that Nakishia Copper initiated 7 transactions (3/30/22, 4/29/22, 6/5/22, 7/30/22, 8/30/22, 10/2/22, and 11/2/22) to the *** through our payment system and all 7 processed successfully.  ACI Payments Consumer Support Team left a voice message for the consumer on 11/21/22 requesting a return call to review the information entered with the transactions.  Our records show that the same *** was entered with each transaction,but a different last name was entered on 2 of the transactions.  The *** is the unique identifier used by the *** to apply payments to taxpayers accounts.  If the *** entered is correct, the *** has the funds, but has not yet applied them to the consumers account.  The *** is responsible for applying payments to the taxpayers account and has been known to take an extended amount of time posting payments.  Please call ACI Payments Consumer Support Team to review the information provided with these transactions or contact the *** directly at ************** for Personal Tax inquiries. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18444474
  
  I am rejecting this response because: the vendor has not called me and I have records for the *** showing that they only have 2 payment (April and June)
  
  Sincerely,
  
  Nakishia Copper

  

  Business Response

  Date: 12/12/2022

  ACI Payments Consumer Support Team attempted to contact Nakishia Copper again on 12/2/2022 to address this matter.  A voicemail was left on the number provided with this complaint.  Please call ACI Payments Consumer Support Team at ************ to review the information provided with these transactions.