ComplaintsforPSCU

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a member of American Airlines Federal Credit Union, and the service I have received from PSCU is beyond unacceptable and pathetic. I purchased tickets for the Acropolis for 1/5 online in the morning. I provided my email address since they were electronic tickets, but I never received any email with the tickets. I tried calling the Acropolis ticket office but nobody answered. Then I went to the actual ticketing office at the entrance of the Acropolis and requested my tickets to be reprinted since I never received the email with them. They told me that without the email there was no way for them to find them, not even with my credit card number. I was forced to buy two new tickets on the spot in order to gain access. I would like to add that they also overcharged me for this charge that I am disputing. At the ticketing office it only costed me 10 euros per ticket, but what they charged me on the transaction that I am disputing is way over 20 euros total. I am attaching a picture of the two tickets I was forced to buy at the ticketing office. I disputed the charge with my credit union, American Airlines credit union. I submitted picture of the two extra tickets I had to buy and they closed met dispute saying that they received information from the merchant. They did not provide me any documentation of what they received from the merchant. I explained that I never received the services I purchased but they still closed my dispute. Today 3/25 I received the dispute denial letter, with the "evidence" that the merchant sent. First they claim the transaction was face to face, which is a lie since I purchased the tickets online. Second, they send a picture of a credit card purchase slip with a signature which is NOT mine, it is a forged signature. I contacted PSCU multiple times afterwards but they refused to help me. I called American Airlines Credit Union and they kept transferring me to PSCU. I am attaching picture of the two extra tickets I was forced to buy in order to gain access to their attraction.

  Business response

  04/01/2024

  Thank you for bringing this matter to our attention. We have investigated the information you submitted and identified that a case was received on 01/11/24. A fact-gathering letter was sent on 01/16/24 and you responded with sufficient information to proceed.  A chargeback was processed on 02/14/24 and a letter was sent to you to notify of the credit issued.  The merchant contested the chargeback, stating they do not sell tickets or online merchandise. The merchant provided the signed cardholder receipt proving that the transaction in question took place in person at a souvenir store within the concert venue. Based on this evidence, we were unable to proceed with the case as it appears that the transaction is being disputed in error as it was not related to ticket sales as shown in the image attached in the BBB complaint. A final closure letter was sent on 3/21/24 notifying you of the merchant decision and reversal of the previously issued provisional credit. However, if you can provide the correct transaction information for the ticket purchase, you can submit a new dispute with your financial institution. If you have any additional questions regarding details of the claim or resubmitting a dispute,please reach out to your financial institution directly for further assistance.
  

  Customer response

  04/02/2024

   
  Complaint: 21486464
  
  I am rejecting this response because: the supposed receipt that the merchant sent you is NOT my signature, its a forged signature. How is it possible youre not comparing my signature with the one that it is on the so called receipt? Furthermore the only transaction for that amount was done online, I purchased the tickets online, not in person.
  
  Sincerely,
  
  ***************************

  Business response

  04/11/2024

  Thank you for your response. A representative has reached out you as of 4/10/2024 to discuss this matter further, including the reason why your non-fraud chargeback was denied. The representative confirmed that you verbally accepted the result of the non-fraud chargeback based on the information shared during the conversation. Please reach out to your financial institution directly if you have any additional questions regarding this matter. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transactions on my **** credit card issued by Dayair credit union are not going through. They say it's due to issues PSCU is having. Doesn't matter whether I do it as debit entering my pin, or **********************. I have called the credit union multiple times. They say they do not see any declines on their end, and insist the problem is with PSCU. This has been going on for several days now and is unacceptable.

  Business response

  03/27/2024

  We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all of our members and cardholders. Upon further investigation, it was determined that there was a technical issue with the card processing ********** Air Credit Union has reached out to you to explain the issue and you had confirmed that her card is working as of 3/27/2024. Please reach out to Day Air Credit Union directly if you have any additional questions.

  Customer response

  04/03/2024

   
  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

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Unfortunately, I had to file a complaint against PSCU with the ************************************ (CFPB), and that seems like a requirement to get them to do their job. I have a credit card dispute with a federal credit union, which apparently are rerouted to PSCU (f/k/a Payment Systems for Credit Unions). PSCU sent me a letter asking for additional information and/or documentation, and I responded the very same day with what they asked for. But today I received a letter saying they never heard back from me. Then I saw all these BBB complaints, and I figured I may as well add mine to the chorus and encourage people to file complaints with the ***** I want them to acknowledge that they lied about never hearing back from me and I want them to approve my chargeback.

  Business response

  02/29/2024

  Thank you for bringing this matter to our attention. We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all our members and cardholders. Weve reopened your case, and a chargeback was processed on 2/26/24. A credit has been issued in the amount of $59.95 which will reflect to your account within 3-5 business days. You will receive a letter in the mail detailing the credit as well for your reference. Once again,we apologize for the inconvenience this has caused. Feel free to reach out to us directly if you have any additional questions.

  Customer response

  03/03/2024

   
  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

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/22/23 my daughter **** ordered from a website that she thought was Skims. Skimsblackfriday.com. Once we realized it was a fake website, I emailed customer ********************** asking to cancel the order. There was no phone number. I received a reply that we can cancel and would be credited in **** days, but there were chinese characters in the email and it didnt seem professional so I called my bank to dispute the $98 charge the next day. I received notification from PSCU that they recd my dispute and to provide info ie. date of service, email or communication with merchant, amount etc. regarding the transaction so I sent them all the info including my email chain with the so-called company stating they would credit me in 7 days (Nov 30, 2023). I sent this via email and ***** I only got an automatic reply. On Dec 30th, I resent all my documentation. I then receive a letter stating my dispute will be closed because they did not receive anything from me! I then call customer ********************** to reopen my claim on Jan 3, **** and was told it could take up to 30 days and I resent my documents. Again, I got an automatic reply. As of today, I still have no credit on my account for $98! I got no merchandise, and I have gotten no contact or update from PSCU. This is the worst experience and process for customers!! * I attached my email chain from the fake business assuring me back in Nov/Dec I would have my credit of $98 and still nothing!

  Business response

  02/15/2024

  We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all our members and cardholders. We received the dispute on December 6, 2023. We promptly sent a letter requesting additional information on December 14, 2023. We did receive a response on December 19, 2023, but unfortunately, we did not receive all required information needed to process the dispute at that time. As a result,on December 27, 2023, we sent a letter informing you that the credit couldnt be initiated due to having insufficient information received upon request. On January 3, ****, you called in and provided the information we had previously requested. Following this, on January 5, ****, we initiated the chargeback process on your behalf and the merchant accepted it on February 3, ****. Please reach out to your financial institution directly for further assistance or questions regarding account **********************.

  Customer response

  02/16/2024

   
  Better Business Bureau:
  
  I still have not rec'd my credit and my bank told me that PSCU system is down until Tues, but I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Heipua ***********

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a dispute with my bank, Fairwinds Credit Union, regarding a charge of $2,483.52 from a demolition company that did not meet their advertised deals, did not provide an updated invoice, and completed unfinished work in my home. I have spoken to PSCU on the phone, and the representatives say they only take down information, and do not deal directly with the disputes. I have emailed twice with all documentation and have gotten no response. I am seeking final credit to my account without worrying of the status of the provisional credit that I received.

  Business response

  02/12/2024

  Thank you for bringing this matter to our attention. Upon further investigation weve confirmed that a chargeback was processed on 2/8/24 and is pending merchants response. Please be advised final credit will be granted by your financial institution pending the ******************** of the disputed transaction and applicable regulatory guidelines. Please feel free to reach out to us directly if you have any additional questions.

  Customer response

  02/15/2024

   
  Complaint: 21250970
  
  I am rejecting this response because:

  It is currently dependent upon the owner of the business, who refuses to accept any type of responsibility despite the extensive evidence against their business practices, and is more interested in arguing. This owner will not budge. 

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

  Business response

  02/15/2024

  Credit decision is based on ******************* of the disputed transaction(s) and/or if rules or regulations exist warranting a credit based on the investigation outcome. If the investigation outcome results in credit to your account, your financial institution will credit your account directly. Please contact the financial institution directly for further assistance regarding account **********************.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received a call from PSCU about fraud on my minor son's account, however, they refuse to talk to me about this because they say I am not on his account. I created this account. They are very unprofessional and extremely rude.

  Business response

  01/19/2024

  Thank you for bringing this matter to our attention. The security of cardholder accounts is of the utmost importance to us, and we have conducted a review into this matter. Our investigation confirmed on the related account records that you were not indicated as an authorized user on the account. As a result, our customer ********************** representative(s) were unable to discuss information on the account without the express authorization of the listed account holder. To avoid this in the future, we recommend you and your son contact your financial institution to confirm the account holders listed and/or direct the financial institution to update the account record to indicate you are an authorized party on the account. Per your request, we did not reach out to you directly to discuss this matter as you indicated you do not wish for us to reach out to you. However, if further conversation is desired, please feel free to reach out to us directly.

  Customer response

  01/22/2024

   
  Complaint: 21139351
  
  I am rejecting this response because: you didnt address the rudeness and unprofessional of your staff. No one cares about customer ********************** anymore. 
  
  Sincerely,
  
  *****************

  Business response

  01/23/2024

  Thank you for your response. Customer satisfaction is important to us, and we apologize for any inconvenience this has caused. During the investigation related calls were accessed and reviewed. Customer ********************** coaching has occurred. Please feel free to reach out to us directly if you would like to discuss this matter further.

  Customer response

  01/24/2024

   
  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

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/04/23 ********* Card (Cardholder Services) took $38.08 out of my Gesa Federal Credit Union checking account to pay an automatic deposit to Consumer Cellular for my December payment. However, the Dec. 2023 automatic payment was paid by my new credit union on 12/04/23 and the money for my Consumer Cellular account did NOT receive the $38.08 from GESA / **** Card. I verified with Consumer Celluar that they did NOT receive the money from GESA **** credit union account and that the Cellular Cell account was indeed paid by my new Credit Union. I filed a "dispute" with Cardholder Services and on 1/02/24 GESA **** notified my via mail that I listed the wrong dates and they denied my dispute and closed the case. I have not received my money ($38.08) and GESA / **** did not make a payment with my money that they have kept.

  Business response

  01/18/2024

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  January 18, 2024
  
  
  *******************
  17 103 *****************.
  *****, ** 96749
  
  
  
  Re:      BBB Complaint Case Number ******** *******************
             Certegy Case Number 647303
  
  This is written in response to Mr. ******* complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty company.
  
  This complaint was assigned to Certegy in error and is not affiliated with Cardholder Services nor its business. Certegy does not handle debit or credit card transactions and we found no record of **************** in our files regarding any refunds. Please reassign Mr. ******* complaint to the proper entity, Cardholder Services.
  
  Sincerely,
  
  Customer Care Department
  Certegy ******************** Solutions, LLC
  

  Customer response

  01/22/2024

   
  Complaint: 21124293
  
  I am rejecting this response because:
  Credit Card Services is the entity that has not refunded my money, but still by having a different division answer the complaint and they also stated no refund on record   
  Sincerely,
  
  *******************

  Business response

  01/29/2024

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  
  
  January 29, 2024
  
  
  *******************
  17 103 *****************.
  *****, ** 96749
  
  
  
  Re:      BBB Complaint Case Number ******** *******************
             Certegy Case Number 650274
  
  This is written in response to Mr. ******* rebuttal.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty company.
  
  This complaint was assigned to Certegy in error. Certegy is not affiliated with or a separate division within Credit Card Services company. Certegy does not handle debit or credit card transactions and we found no record of **************** in our files regarding any refunds. Please reassign Mr. ******* complaint to the proper entity, Credit Card Services.
  
  
  Sincerely,
  
  Customer Care Department
  Certegy ******************** Solutions, LLC
  

  Customer response

  01/31/2024

  **** CREDIT CARD services took the money out of my GESA CREDIT UNION checking account for the ********************** to Consumer Cellular On 12/04/23 on my debit card ending in 1300 for $38.08.  Consumer Cellular was paid on 12/04/23 by me using my delicate ending in 8172.  GESA CARDSERVICES , PO  BOX *****, ***** ** **********, PHONE ************ , EMAIL ************************************ denied my dispute.  I do not know how

  Business response

  02/15/2024

  Thank you for bringing this matter to our attention. Upon further investigation weve confirmed that the transaction in question is an ACH payment to your GESA **** credit card and not a Point-of-Sale (POS) transaction that posted to your credit card account. Since the item in question is an ACH payment, the financial institution in which this payment was drafted from would need to assist you with resolution of this claim. Please contact the financial institution directly for further assistance.
  

  Customer response

  02/18/2024

   
  Complaint: 21124293
  
  I am rejecting this response because:.

  GESA card services has denied my request to correct the problem / error.   It appears they keep sending BBB to other departments which have nothing to do with the complaint.   **** Credit Card Services / GESA Federal Credit Union took the money, did not pay any OTHER entity and continue to "muddy the waters" to create confusion.  **** / GESA owe me $ ***** which they took from my account on 12/04/23 as stated on prior info emails.. 
  Sincerely,
  
  *******************

  Business response

  02/23/2024

  Thank you for the additional details. In an effort of good faith, we contacted the financial institution directly on your behalf regarding this concern. In response, GESA Credit Union has as issued a credit to your account in the amount of $38.08 as of 2/22/2024. Communications regarding the account ********************** will come from GESA Credit Union directly. If you have any additional questions regarding this matter, please reach out to GESA Credit Union directly for further assistance. Once again, we apologize for the inconvenience this has caused.
  

  Customer response

  02/26/2024

   
  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

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 7, 2023 ********************* double charged me for $77.98. The $294.60 includes the first month, a prorated month, plus an old $77.98 balance. Then they charged me again separately $77.98. I disputed this with my credit union and was told I had to fill out a form which I did. ********************* claims to have no knowledge or record of this $77.98 payment I did not authorize them to take on 8/7/23 in addition to the $294.60 payment I made on 8/7/23. PSCU has not responded to my inquiries nor refunded my $77.98.

  Business response

  11/13/2023

  Thank you for bringing this matter to our attention. We have investigated the information you submitted and identified that a credit was posted to your account in the amount of $77.98 on 9/20/2023. If you have any additional questions regarding the credit, please reach out to your financial institution directly for further assistance

  Customer response

  11/16/2023

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

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over a week ago, I called to file a dispute for a charge that was placed on March 31, 2023. I was told a form would have to be mailed to me in order for me to be able to file this dispute. I have yet to receive this form. It is incredibly frustrating that every other credit card company I use, has an online form for me to fill out for a dispute going back 12 months, but this company does not.I need to dispute a charge made on March 31, 2023 in the amount of $249 for an item that was supposed to be shipped to me in July 2023. At this time, the company has disappeared, there is no way to contact them, the person who is supposedly the founder has told other people who ordered this item that the whole thing is a scam. I am attaching screen shots and my credit card statement that includes the charge. It is cut and dry. I am within the time frame of filing a dispute because the shipping date was in July. I called to ask to file a dispute within the first week of August. Please credit my account. Thank you.

  Business response

  08/22/2023

  Thank you for bringing this matter to our attention. Further investigation into this matter is underway and a letter has been mailed to you detailing the next steps in the dispute process.  In the meantime, please reach out to us directly if you have any questions or concerns.

  Customer response

  08/28/2023

   
  Complaint: 20469825
  
  I am rejecting this response because:

  I received a letter from the bank stating I need to send them the information I have to back up my dispute. 

  I have sent them all the paperwork that is needed for this dispute three different ways. As per usual, this bank is requesting the same information over and over again and saying they did not receive it. I sent it via reply email within 30 minutes of receiving the email from the bank AND sent the same information to the BBB via email. I also sent it when I filed my initial request. This bank has all of the information it needs to credit my account, and they are dragging their feet and being untruthful. 

  I did not receive items I paid for using this credit card. Per their dispute agreement, I am not responsible for this charge. They need to credit my account or I am going to the consumer protection arm of the attorney general office in *************, and will be contacting my state representative regarding the terrible business practices of this bank. I WILL include Greylock Federal Credit Union in this complaint as well if I need to escalate it - pretty sure they arent going to like another company using their bank name in this way.
  
  Sincerely,
  
  *************************

  Business response

  09/05/2023

  Thank you for your response. We have been able to reach you to discuss this case further. Information needed to process the dispute has been received and the case is actively in progress.Your account will be provisionally credited in the amount of $249 on 09/05/2023. Please reach out to us directly if you have any additional questions or concerns.

  Customer response

  09/06/2023

   
  Complaint: 20469825
  
  I am rejecting this response because:

  While I am happy to hear that they have received all the information they need, and that they have provisionally credited my account, I do not wish to close out this case until pscu has finalized my dispute  

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

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Started a dispute way back on June 22, 2023 for being overcharged for gas at a ***** station. I was charged $65.55 for ****** gallons. The problem is my tank only holds 10 gallons. It's a tiny ***** Miata. My tank isn't even 16 gallons. It's only 10. When I went inside to figure out what to do, the attendant in the station said, "Oh, you too. The last guy got overcharged, too. You'll have to resolve it with your credit card company." I did that and provided all the information they asked for. The case # is **********. When I didn't hear anything back by July 25, 2023, I sent another email asking about the status, and again, provided all the information they requested. We just got a letter dated July 31, 2023 saying they closed the case because the required information wasn't provided. I have the emails that prove otherwise. According to the letter, evidently "there are no regulations that permit us to obtain a credit from the merchant on your behalf," so if you get overcharged for gas, be prepared to not get any sort of refund for gas you didn't buy. All I want is a refund of $34.81 for gas I shouldn't have been charged for because the pump was broken. It's like being charged for something you didn't actually receive.

  Business response

  08/17/2023

  We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all of our members and cardholders. We have issued provisional credit in the amount of $34.81 which will reflect to your account within 1-2 business days. A letter will be mailed to you stating that your account has been provisionally credited as well as next steps in the dispute process. Final credit will be granted pending the ******************** of the disputed transaction. Once again, we apologize for the inconvenience this has caused. Feel free to reach out to us directly if you have any additional questions.

  Customer response

  08/19/2023

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

*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. ↩