ComplaintsforCertegy Payment Solutions, LLC
Check Cashing Services
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Complaint Details
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Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
8-9-24 , 8-20-24 , 8-20-24 I cash one check and went to cash others but was declined. I fax them for their file report, I received it but no reason why they won't cash my checks I called them for the reason but was told they can't give the reason whyBusiness response
10/21/2024
October 21, 2024
****** *****
PO BOX 281
************, ********
Re: BBB Complaint Case Number ******** ****** *****
Certegy Case Number 773843
This letter 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 August 9, 2024, August 20, 2024, and October 6, 2024 for $1,862.44.00, $1,761.46, and $1,990.09, respectively, and determined that the contributing factors prompting our decline recommendations were that the transactions fell within the risk parameters we were monitoring for our client and there was no prior transaction history, associated with the identification number provided, in our system for the last 13 months.
However, we do understand Mr. ****** concerns and we have added his 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 Mr. ***** with future transactions that are routed to Certegy for processing.
If Mr. ***** should have any questions or need further assistance, he can contact the **************************** at ************.
Sincerely,
Customer Care Department
******************************************* **********************, LLCCustomer response
11/02/2024
Complaint: 22423202
I am rejecting this response because: Im still being denied and i would like to know why
Sincerely,
*** *****Business response
11/08/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
November 8, 2024
****** *****
PO BOX 281
************, ********
Re: BBB Complaint Case Number ******** ****** *****
Certegy Case Number 782310
This letter is written in response to the above referenced 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 check acceptance. For some clients, Certegy assumes payment responsibility should an authorized check be dishonored by a check writers bank.
Merchants take certain risks 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.
Our records reflect the last transaction that we received an authorization request for was on October 6, 2024, for $1,990.09. Certegys response dated October 21, 2024, to Mr. ****** initial BBB complaint, we explained that we had added his identifier to a positive file, which would increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation it would help Mr. ***** with future transactions.
If Mr. ***** should have any questions or need further assistance, he may contact the **************************** at ************.
Sincerely,
Customer Care Department
******************************************* **********************, LLCCustomer response
11/10/2024
Complaint: 22423202
I am rejecting this response because: was turn down again on 11/9/2024 ref # ********** and i still don't know why You mention no prior transaction history, associated with the identification number provided, in our system for the last 13 months. How can one have a history if your aways turned down Also i need to know why ?????????
Sincerely,
*** *****Initial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Here are the dates that I was trying to write a check and got declined. 07/27 $33.00 1028 HEB 0479 07/30/24 ***** 1029 HEB 0479 07/30/24 ***** 1029 HEB 0479 07/31/24 ***** 1030 HEB 0425 08/10/24 ***** 101 HEB 0479 08/22/2423.22 103HEB0710 09/02/24 ****** 105 HEB 0479Business response
10/21/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
October 21, 2024
******* ********
******************************
**********************
Re: BBB Complaint Case Number ******** ******* ********
Certegy Case Number 773383
This is written in response to your recent 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. 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, Payment and cashing history, check number, amount, and fraud trends. The information used in determining risks for our client is primarily based on Payment 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 checks that were recently accepted and turned out to be fraudulent. It is then up to the merchant to determine whether they wish to take the risk of accepting the Payment. This service enables many of our clients to continue to offer Payments and cashing options that might not otherwise be available without protection from exposure to potential losses.
We researched **************** transactions at HEB Grocery between July 27, 2024 through August 22, 2024, and determined that one of the contributing factors prompting our decline recommendations was that the transactions fell within the risk parameters we were monitoring for our client. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in decline recommendations.
On September 2, 2024, HEB Grocery requested authorization on check number 105 for $202.00, which received a decline recommendation. We determined that the contributing factor prompting the decline recommendation was that the transaction exceeded HEBs cash back limit.
However, we understand Ms. ********* concerns and 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 transactions that are routed to Certegy for processing.
We hope Ms. ******** finds this information helpful. For any questions or further assistance, she can contact the **************************** at ************.
Sincerely,
****************************
******************************************* **********************, LLCInitial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I attempted to write a check with ****** for my grocery purchase on 10/10/2024 in the amount of $304.86 and was declined by Certegy. They tried several times to run the check and kept getting declined, It was very embarrassing. I offered my ID, since I haven't written a check to ****** in many years, but they said my ID was not the issue. I was shopping for a weekend with my family to come visit for a week. This was food for meal planning . Last week, my debit card, which I always used was compromised because someone used it in another state (*******, which I have never been to and my card was with me at the time). **************** has ordered me a new card and told me that I can use my checking account, and write ********************* until my new debit card gets to me. My husband and I were just paid and there is about $3000 available. I tried to request a report online from Certegy, but it just kept going back to the main screen and it wasn't helpful at all. I cannot remember the last time I wrote a check that the bank had to cover. There is no problem with my bank account unless something has my credit messed up due to stealing my card number, but I don't think Certegy has that right since once I wrote the check they were supposed to verify it with my bank. And my bank says they did not send the check electronically and it never got to ****************. I am very upset with the amount of power this company has!!Business response
10/16/2024
Certegy Payment Solutions, LLC
PO Box 908
Grand Junction, CO 81502
October 16, 2024
TERESA VEST
1977 MACKS MOUNTAIN RD NW
INDIAN VALLEY, VA 24105
Re: BBB Complaint Case Number 22409585 – TERESA VEST
Certegy Case Number 772733
This is written in response to your recent complaint.
To provide some background information, 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 Payment 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 check. This service enables many of our clients to continue to offer Payments and 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. Vest’s transaction at Kroger on October 10, 2024, for $304.86 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. Vest’s concerns and 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 transactions that are routed to Certegy for processing.
Our records reflect that Ms. Vest’s requests for a Consumer File Disclosure Report (“CFDR”), which included all transaction information that we have on file related to the identifiers she provided, were successfully processed. Three CFDRs were generated and mailed on October 11, 2024. Ms. Vest should expect to receive them in 15 calendar days.
If Ms. Vest should have any questions or need further assistance, she can contact the Customer Care Department at 855-567-7129.
Sincerely,
Customer Care Department
Certegy Payment Solutions, LLCCustomer response
10/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22409585, and find that this resolution is satisfactory to me. I am also awaiting the letter on it's way to me for the record.
Sincerely,
Teresa VestInitial Complaint
10/14/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have several dealings with Certegy check solutions LLC. None of them positive. The first was denial of my check to Ralphs market. I have been doing business with the local Ralphs foe over 20 years writing hundreds of checks to them with no problem. ****** switched to Certegy and suddenly my checks are not approved. That is not the most serious incident. My wife paid for pet supplies at Pet Smart with a check which was cleared electronically and paid by our credit union. Certegy then tried to cash the paper check again, and when it was rejected sold it to collections. I believe this may be illegal. We are waiting to see if they can sort it out. If not I will be contacting our attorney.Business response
10/16/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
October 16, 2024
****** *****
*******************************************************************************
Re: BBB Complaint Case Number ******** ****** *****
Certegy Case Number 772741
This is written in response to the above referenced 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 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 does not clear through redeposit, it may be forwarded to an agency for collection.
Using the information provided by our client, ******** on August 29, 2024, Certegy authorized check number *****, in the amount of $50.05. The financial institution returned the check which entered our files on September 20, 2024, as claim ********.
Upon receiving your call to our ************************ on October 8, 2024, in reference to this claim Certegy initiated a dispute under the Fair Credit Reporting Act 611 on your behalf. On October 14, 2024, a letter was sent to you requesting the following information:
The dispute will remain open for 30 days from the date Certegy received notification of it. If within this timeframe Certegy receives a letter from your financial institution on their letterhead (not handwritten) and including the information listed below, then we will complete our investigation and follow up with a notice of the results.
Check number
Last 4 digits of the account on which the check was written
Date the check cleared the account
Contact information for a representative at the financial institution
This letter may be faxed to ************ or mailed to the address in our letterhead above.
Once we receive the bank letter, we will complete our investigation and send a letter to you with the results of the investigation.
If you should have any questions or need further assistance, you may contact the ************************ at ************.
Sincerely,
Customer Care Department
******************************************* **********************, LLC
Initial Complaint
10/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My underage son was trying to cash his ***** paycheck, ****** and ******* declined to cash it and said to call the number on receipt to find out why, which thr number is for this company, I called for my son since he has no idea what to do and is underage. They REFUSED to talk to me, I made then aware I am his mother and have all his information including the check and they should talk to me since he is underage, they said no and I have no right to the information, and refused to let me speak to a supervisor. This is NOT okay as my son is underage and by LAW I have every right to this informationBusiness response
10/07/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
October 7, 2024
******* PRIME
*****************
********************
Re: BBB Complaint Case Number ******** ******* PRIME
Certegy Case Number 769025
This is written in response to your recent complaint.
In order to respond to Ms. ****** complaint, please allow us to offer some operational information about Certegy Payment Solutions, LLC (Certegy). Certegy is an authorization service that helps its clients reduce losses incurred through the retail practice of check acceptance. For many of Certegys clients, we assume payment liability should an authorized check subsequently be dishonored. Certegy maintains a computerized file containing both returned check information and information about relatively current check transactions at all Certegy client locations. The information is filed by the consumer identifier(s), most commonly a drivers license, *********************** account number and social security number.
Since Ms. ***** is requesting information on behalf of another, we ask that she please provide a notarized written release signed by the person whose information is to be disclosed or that individual may provide the requested information below directly to Certegy. Upon receipt of this documentation, we will then respond to the request for information regarding the check decline.
Consumers Name ______________________________________
Drivers License or ID number ______________________________________
State of Issue ______________________________________
Social Security Number _______________________________________
This information may be provided by mail at the address listed above in our letterhead or by fax at ************.
Once this information is received, we will be able to research the information and respond accordingly.
Sincerely,
Customer Care Department
******************************************* **********************, LLCInitial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Sept 30. I went in to cash a check . I was told to put my social security number in to cash it . I was not told my credit nor history nor anything was being checked ! Within minutes the cashier said CERTEGY could not cash my check . This is a privacy violation as it was not disclosed that any of my history was being checked ! Also when you call the CERTEGY help number - they do not answer the phone lines. They will not allow you to make a dispute via phone and also ask for disclosure of other personal data . The personal data being used should have been disclosed to me prior to the check !! I did not give permission .Business response
10/02/2024
Certegy Payment Solutions, LLC
P.O. Box 30046
*****, FL 33630-3046
October 02, 2024
******* ******
GA 30024
Re: BBB Complaint Case Number ******* ******* ******
Certegy Case Number 766752
This is written in response to the above referenced 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
Our services will not have any impact on Ms. ******* credit score. Certegy does not report information to credit bureaus, and in the course of our business, we do not have access to Ms. ******* credit file.
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.
This information may be provided in response to the complaint referenced above, 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 Ms. ******* concerns and respond accordingly. We ensure that the information being requested is for research purposes to better assist in responding to her complaint.
Sincerely,
Customer Care Department
******************************************* **********************, LLCInitial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried on numerous occasions to cash my check at ******* and at ******. I tried to cash a check back in May for $20 from a company called **** and it was declined. And now today I was given another check by ******** I am declined again. When I got an consumer report from them it stated nothing on the report. Then I talked to a representative she would not offer up any information when I first contact them about the **** check. She just kept telling me to contact the company that wrote the check. I'm so frustrated at this happening. It seems like whatever is wrong they would not offer up any help to solve my issue. The problem is there is no way I keep getting declined and had checks from two different companies. Not helping me is a problem. I can not get in touch with anyone to fix any of these problems. I have bills to pay and can't cash my work check which is unacceptable.Business response
09/19/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
September 19, 2024
******* ********
************************************************************
Re: BBB Complaint Case Number ******** ******* ********
Certegy Case Number 759544
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 September 14, 2024, for $283.00 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 numbers in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
However, we do 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 Ms. ******** should have any questions or need further assistance, she can contact the **************************** at ************.
Sincerely,
****************************
******************************************* **********************, LLCInitial Complaint
09/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Certegy Check Services has declined 2 times my checks I contacted them and they told me they didn't know that they will sent me the information through the mail when I received it and I looked over it they had my checking account linked to my son's account and had all info incorrect I sent them the proof and told them to correct it and they didn't today I went to pay with a check and it was declined! I called them and they said they would send me the information again through the mail. This is so frustrating I also have the **** involved.Business response
09/10/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
September 10, 2024
***** *******
, SC 29616
Re: BBB Complaint Case Number ******** ***** *******
Certegy Case Number 754254
This is a 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
Customer response
09/10/2024
Complaint: 22241529
I am rejecting this response because: Because they have not resolved the issue they have my address and phone number they love to put negative information and not correct it when they know it doesn't belong to the person I sent proof and this affective me not them.
Sincerely,
***** *******Business response
09/16/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
September 16, 2024
***** *******
PO BOX 25471
**********, SC 29616
Re: BBB Complaint Case Number ******** ***** *******
Certegy Case Number 757633
This letter 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 Publix on September 4, 2024, for $75.00 and determined that 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 check writing history associated with the routing/account and identification numbers in our system. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation. This decline was not based on a returned check or an alternate account as mentioned in your initial complaint. The consumer file disclosure report dated September 5, 2024; contains all information we have on file associated with the identifiers you provided.
If Ms. ******* should have any questions or need further assistance, she can contact the **************************** at ************.
Sincerely,
****************************
******************************************* **********************, LLCInitial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Today August 22, 2024 at 12:30p.m. I was at ******* in ****** TX to cash a Texas Comptroller check, and I was declined. I was handed a printed receipt with Certegy's phone number, and website address on it. I asked for an explanation because I've never been declined by a check approval company before. I was told they couldn't explain, to just call Certegy. It was very embarrassing to have everyone in line hear the rude lady behind counter tell me that I obviously am a hot check writer. I work hard to keep my credit in good shape, and I've not written a check in over 20 years. This was a government check. I called certegy # on receipt, and all you get is AI, and I Googled for another #, same issue. No live person. I went to website that was on paper, I couldn't even access site due to saying unsafe to visit the site. I'm demanding an explanation as to why I was declined. Very bad business for both ******* and Certegy. No customer service whatsoever from either. This AI bot, and no human communication is quickly bringing the world down, and will only get worse as our jobs get outsourced, or others replaced by a bot. Damage control needs to be done and in a hurry. Consumers suffer, we need to advocate, our voices need to be heard. We need to take America back! The lady behind counter could've input my info incorrectly, I don't know. But I deserve answers. Compassion and empathy no longer exist. It should be illegal to let an AI bot handle things that could push a human past their limits. Please investigate this company, I researched, and looks like many many complaints filed, and no resolution I could see. I just saw blame being put on everything else, and no responsibility for their actions. Consequences, laws, right, and wrong... ************ is just wrong, and shouldn't be in business if services offered by them don't offer answers and solutions. What's the purpose, ***** can find out why even declined for check cashing. I've not even written checks, so why?!?Business response
08/29/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
August 29, 2024
*******************
****************************
**********, TX 75938
Re: BBB Complaint Case Number ******** *******************
Certegy Case Number 749531
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 ******* on August 22, 2024, for $744.77 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within in risk parameters we were monitoring for our client. Unfortunately, valid checks occasionally overlap with high risk patterns resulting in a decline recommendation.
However, we understand ************** 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 by *******.
If ************** should have any questions or need further assistance, she can contact the ************************ at ************.
Sincerely,
Customer Care Department
******************************************* **********************, LLC
Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
***** making calls to Certegy when after 35+years of doing business and writing checks for purchases made in *********, and ************** MT (Smiths) without any incidents that denied me check writing privileges suddenly throughout the month of July 2024 my check writing prompted a Driver License ******************** which denied the viability of my checks. After 4 calls between 7-11-24 to 7-31-24 whose content included empty, rehearsed apologies, verbal repetitions of "there's nothing we can do on our end" to resolve your issues, with each call petitioning me for more personal info. (including my social security number - last 4 digits alone just won't do, - contact Drivers License issuer (did so twice), must be a "miskeyed" issue, 3rd call with "Dae" gave false hope that the issue was resolved," just wait 7 days try again to write a check," - her proclamation didn't pan out, 4th call asked for a supervisor (same apologetic rhetoric, absolutely no resolution). I even had an employee walk me through an internet reissue of my drivers license to no avail. The only change on the DL is the new number, MT has been using letters with its numbers now, everything else is identical. I am weary, and anxious with their personal info. prompts. Please advise. Thank you. ( I took notes on every call, names, dates, and content. Kept the denied checks .)Business response
08/07/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
August 7, 2024
***********************
, CA 93455
Re: BBB Complaint Case Number ******** ***********************
Certegy Case Number ******
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
**********************Business response
08/07/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
August 7, 2024
***********************
, CA 93455
Re: BBB Complaint Case Number ******** ***********************
Certegy Case Number ******
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
**********************Customer response
08/08/2024
Complaint: 22080751
,Sincerely,
***********************Customer response
08/12/2024
Complaint: 22080751
I am rejecting this response because:I began making calls to Certegy Payment Solutions, LLC when after 35+ years of doing business and writing checks for purchases in **************, and Kalispell, MT (******* grocers) without a single check writing incident that would have denied me *** privilege of using checks as my preferred payment method; without warning (beginning 7*10*24) my check writing prompted a Driver's License ******************** which ultimately denied me *** ability to use my checks for payment. Store management accepted no responsibility for *** unexpected denial of services. Although, I have been in ***ir store information data base for decades, it made no difference in *** outcome as I stood in *** checkout line in disbelief, confusion, and asking *** cashier as to *** nature of *** problem only to be handed a lengthy printout, offering ***ir condolences...but do check with *** company called Certegy for *** answers I seek regarding my check dilemma. My first call to Certegy was on 7*11*24, 12:30 PM, Case #****** with representative "Chloe" * a disappointing and frustrating encounter composed of empty, rehearsed apologies, verbal repetitions of "we're sorry" but ***re's nothing we can do on our end to resolve your issues. The use of *** term "mis keyed" was referenced several times throughout *** conversation, but *** who, what, or when *** "mis keyed" event occurred was not forthcoming from her. The second call, Case#******, 7*12*2024, speaking with ****** who is unwilling/unable to offer any more definitive information than I was able to glean from *** first call, but now ***re's a new word in *** vocabulary *"escalate" * call again and we will "escalate" our involvement, along with *** requisite apologies, and a smattering of a problem with a mysterious something being "mis keyed." My 3rd attempt at resolution had me speaking with "Dae", on 7*19*2024, Case#******. This person served up "hope." ***** ga***ring *** requisite information (name, dates, DL number, etc.) she indicated that *** problem was on its way to being solved and all I needed to do was wait "7 business days"
from *** date of our call and *** problem should be rectified * no such resolution. With each call more personal information was being prompted, including my SS# (offered *** last 4 digits but that just won't do * we need all *** numbers), advised once again to contact *** DL Bureau which I did on 2 occasions. I had a new license reissued, just to be sure, but still no check cashing ability, and *** *********************** felt confident *** problem did not lie with ***m. A 4th attempt at being informed so *** issue could be resolved was with *****(?) or *****, Case
#****** on 7*31*2024, used *** term "mis keyed" but can't tell me what that means and who needs to rectify *** mis keyed information. I ask for a "supervisor" (******) this time * still no meaningful/useful information; just have *** Driver's License issuer "validate" my records. Nothing more...than what has already been but does not produce results. Call #5, Case#******, I requested a Consumer Credit Report on 8*8*24. The representative indicated I would receive *** report in "15 calendar days." The 1st of 4 denied checks was reference#*************, for $137.64.
Certegy offers no e*mail, or text confirmation of anything discussed with ***ir representatives. With each call you are issued a new case number, and that new contact does not lead to fur***ring an informed or beneficial outcome for *** petitioner. I finally did some online research regarding ***ir history, function, and reputation * oh my goodness. For myself, Certegy, is a shadowy background menace that hovers over one's life, unknown, but hugely influential. Once encountered for reasons only known to ***m and ***ir information data base *** experience become labyrinthine.
I want and need to be informed of *** specifics of *** issue(s) that has ***ir company denying me check writing privileges. They need to explain *** "why" of prompting and *** taking of all *** personal information I complied with but offered not a speck of meaningful assistance that would lead to a solution. When a considerable and concerted effort is made to achieve a solution, and *** hope of cooperation is completely thwarted by those you seek help from despair begins to set in because your persistence, when pitted against a formidable presence is perceived to be not enough * ***n what? I am weary and anxious regarding this matter, and ***ir inappropriate prompting of very personal information * to what end? This is and remains to be hugely stressful and ***re's no end in sight.Sincerely,
***********************Business response
08/15/2024
Certegy Payment Solutions, LLC
PO Box 908
****************************
August 15, 2024
***********************
********************
**************, MT 59912
Re: BBB Complaint Case Number ******** ***********************
Certegy Case Number 742956
This is written in response to ************** rebuttal.
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 Payment 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 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.
Our records indicate a transaction was attempted on July 10, 2024, for $137.64 but Certegys system declined the transaction due to invalid ID. The subsequent transactions from July 18 through July 30, were declined by Certegys system due to invalid ID. When a new ID format is issued by a states ********** of ***** Vehicles, it may take a month for this information to be updated to Certegys system.
In order to expedite this process, we request **************** to please send a legible copy of her drivers license (front and back) by fax to ************ or by mail to the address indicated in our letterhead above. Once received, we will review and make the necessary changes to accept the identification.
We apologize for the inconvenience that this has caused and hope that you find this information helpful. If **************** should have any questions or need further assistance, she can contact the Customer Care ********** at ************.
Sincerely,
Customer Care **********
******************************************* **********************, LLCCustomer response
08/15/2024
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,
**********************; Some specific instructions have been proposed in Certegy's response to my complaint which I will comply with in a timely manner (ASAP). I am hopeful regarding their response to my dilemma. I will follow their instructions regarding my ID and let the ******************** know the outcome of my cooperation.Thank you for now...**************************
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Customer Complaints Summary
206 total complaints in the last 3 years.
73 complaints closed in the last 12 months.