Complaints

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

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• 

  Certegy Payment Solutions, LLC

  17757 US Highway 19 N STE 375 Clearwater, FL 33764-6592

• 

  Certegy Payment Recovery Services, Inc.

  652 N. Sam Houston Pkwy E. Houston, TX 77060

• 

  Certegy Payment Solutions, LLC

  P O Box 144717 Orlando, FL 32814

• 

  Certegy Inc.

  2820-C Kalihi St. Honolulu,, HI 96819

• 

  Certegy Payment Solutions, LLC

  PO Box 908 Grand Junction, CO 81502-0908

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: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 went to my local Kroger this evening (11/18/22) and attempted to buy some things. The amount of my check was $288.93, not a huge amount these days at the grocery. Certegy declined my check, EMBARRASSING! And this is not the first time it has happened. I have NEVER Written a bad check in my life, and definitely not to ******. Im not sure what the guidelines are, but how can you approve my checks for years, and then just to decide, nah, we dont feel like shes worthy. A load of c*** No wonder people hate going to Kroger! I dont have a receipt for this transaction, obviously, but there loyal check writers should not be treated this way. I have the same checking account I have had for 20 years!!! And I have written them at Kroger just as long and have a good history. PATHETIC!

  Business Response

  Date: 11/30/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  November 30, 2022
  
  ***************************
  106 ***************
  *******, ** 40390
  
  
  Re:      BBB Complaint Case Number ******** ***************************
             Certegy Case Number 405119
  
  This is written in response to the above reference complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connections with a particular check. Check authorization is not an extension of credit and does not involve credit scores or accessing credit reports. 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on check writing history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a check 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the service we provide to subscribing merchants would be compromised. 
  
  We researched ****************** transaction at Kroger on November 18, 2022, for $288.93, appears in our database as $288.43, and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters that were being monitored for our clients. Unfortunately, valid checks occasionally overlap with certain risk patterns resulting in a decline recommendation. 
  
  If **************** should have any questions or need further assistance, she can contact the ************************ at **************.
  
  Sincerely,
  
  ************************
  **********************

• Initial Complaint

  Date:11/18/2022

  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.

  On November 17, 2022, I was shopping at my local Dollar General (store #*****). The items in my cart (bread, paper towels, cleaning products, etc. ) totaled around $117.00. After the items were bagged, I wrote a personal check and gave the clerk my drivers license. The ******************** was denied twice and so I called my bank immediately in front of the sales clerk. ******* told me and the clerk that the problem was not with my check but on Dollar Generals end. The receipt stated that Certegy ***** a third party company in ***** ******* made the adverse decision based on their information. I was so angry, I refused to pay with my credit card and asked the clerk to unbag everything and put it back on the shelf. I called my bank on the way home. Then I spent several minutes on the phone with customer service for Dollar General. All I got was excuses about this 3rd party service hundreds of miles away. I then called the *********** number given on the receipt for Certegy. I was appalled at the amount of personal information required to get a report from this company. Talk about an invasion of privacy and potential for identify theft. I have stellar credit, a solid long history of payment, and I shop at this particular store at least once a week. I would like to know my next step. Should I hire legal representation?

  Business Response

  Date: 11/22/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  November 22, 2022
  
  
  ***********************
  ********************************************************* 39834
  
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 404271
  
  This is written in response to the above reference complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connections with a particular check. Check authorization is not an extension of credit and does not involve credit scores or accessing credit reports. 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on check writing history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a check 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the service we provide to subscribing merchants would be compromised.
  
  We researched **************** transaction at Dollar General on November 17, 2022, for $117.40, based on the receipt she provided with the reference number. From that transaction information, we determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters that were being monitored for our client. Unfortunately, valid checks occasionally overlap with certain risk patterns resulting in a decline recommendation.
  
  However, we understand **************** concerns, and have added her identifiers 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 ************** with future transactions that are routed to Certegy for processing. We apologize for any inconvenience that this has caused.
  
  As a courtesy, a copy of **************** Consumer File Disclosure Report (****) will be requested and mailed to her which will include all transactions that Certegy has on file related to the identifiers provided during her transaction. ************** should receive her report within 15 calendar days.
  
  If ************** should have any questions or need further assistance, she can contact the ************************ at **************.
  
  Sincerely,
  
  ************************
  **********************
  

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18431995
  
  I am rejecting this response because:

  I don't think the explanation is adequate and it reads as though they are making excuses for the way that they conduct their business. The fact still remain that I had a valid form of payment and it was rejected because of an algorithm conducted by a company in another state. I have given a copy of the letter to my bank for my file.
  
  Sincerely,
   
  ***********************

  Business Response

  Date: 12/09/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  December 9, 2022
  
  
  ***********************
  292 *****************
  ******, ** 39834
  
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 404271
  
  This is written in response to **************** 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 services. 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. We provide our clients with recommendations based on the previously mentioned parameters; however, our clients retain the right to make the final decision of whether they will accept a check.
  
  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, he may contact the ************************ at **************.
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:11/16/2022

  Type:Billing 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.

  On 10 Sep 2022 I wrote a check (******) for $121.14 at PetSmart. That check was submitted electronically and paid by my bank on 12 Sep 2022. On 21 Sep 2022 that same check (******) was resubmitted as a paper check and the bank paid it. On 22 Sep 2022 my bank ************* realized the mistake and reversed the payment that had been made for the paper check on 21 Sep. So, the check was initially paid twice, before the error on 21 Sep was caught by ************ After the reversal, the check had been paid in full once.I got a call from a **** collector in ***** that I couldn't understand. I knew I had not bounced any checks and told him to send it through the mail in case it was a scam. Then I called PetsMart. They said it was a scam and to ignore it. Then I got a letter from **********************, LLC in the mail saying they were a debt collector collecting a returned check for Certegy Payment Solutions LLC. They would not correct the error without my social security number and I'm not giving that to someone in another country and end up with identity theft. I've been around and around for a couple weeks. The ************************ store says to call PetSmart *************************** says to call the store, then they say to call Certegy, but all I can get from Certegy is an automated thing that doesn't help. Plus the recording says it can't do anything if a check is more than 21 days old. The check was paid twice. My bank reversed the second check that should never have been submitted. Now Certegy wants a debt collector to collect a debt that is not owed.The check was paid in full, there was no bounced check, they tried to get paid twice and then hired a debt collector to collect a debt that wasn't owed! Now there is no one who can correct this!

  Business Response

  Date: 11/22/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  November 22, 2022
  
  
  *******************
  **** *******************
  *********, ** 44121
  
  
  
  Re:      BBB Complaint Case Number ******** *******************
             Certegy Case Number 401799
  
  This is written in response to the above referenced complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty 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, PetSmart, on September 10, 2022, Certegy authorized check number ****, in the amount of $121.14. The financial institution returned the check as duplicate presentment and the returned item entered our files on October 31, 2022, as claim ********.  At the time of ************** request to initiate a dispute on November 15, 2022, Certegy sent a letter to ************ on November 16, 2022, to initiate the dispute requesting a letter from the financial institution.
  
  Upon receiving ************** complaint and information from her bank account for the transactions in question, Certegy researched the claim ******** and updated the claim to resolved status. Certegy considers the above referenced check as cleared and the claim has been satisfied within our system. ************ may disregard the letter that was recently mailed at the start of the dispute investigation dated November 16, 2022, as the investigation as been completed.
  
  An updated copy of the information currently contained in ************ consumer file disclosure report at Certegy will be sent separately within the next few business days. This report is based on the identifier ************ have provided to us. The returned check will be included on the report, but it will be reported as Resolved, this means that it will not cause denial of check writing privileges.
  
  If ************ should have any questions or need further assistance, she may contact the **************************** at **************
  
  Sincerely,
  
  Customer Care Department
  **********************
  

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18409571
  
  I am rejecting this response because:

  Certegy called me a couple days ago, but when I told them I would like them to send me a letter stating that the situation was legally resolved, and Certegy recognized the check as being paid in full, they gave me a hard time about it and didn't want to send me a letter. I told them that I would consider the matter resolved when I had their official letter in my hand.
  

  Once that letter arrives, I will return to the BBB web site and select accepted.  After the horrible run around that I got from them, I won't trust them until I have something solid, official and legal that I can present if someone at Certegy decides to mess this up again. They've been giving me the run around for weeks and only decided to fix this once you got involved.

  Thank you for your help I appreciate it so very much.
  

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

  Business Response

  Date: 11/30/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  November 30, 2022
  
  
  *******************
  **** *******************
  *********, ** 44121
  
  
  
  Re:      BBB Complaint Case Number ******** *******************
             Certegy Case Number 401799
  
  This is written in response to ************** rejection rebuttal.
  
  As mentioned in our previous response, Certegy authorized a transaction to our client, PetSmart, on September 10, 2022, check number ****, in the amount of $121.14. The financial institution returned the check as duplicate charge, Certegy purchased the returned item and on November 16, 2022, Certegy records updated to cleared and resolved status the claim has been satisfied within our system.
  
  We have sent ************ a letter of the update from the investigation she filed that also states that the claim has been updated to resolved status.
  
  We empathize with ************** 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: 12/08/2022

   

  I received a letter from Certegy confirming that the check has been paid in full, the check has cleared and the claim has been satisfied.  The Certegy case number was 401799.  I didnt want to close the complaint until I had the written documentation in my hand. 

   

  How do I update the complaint to reflect that I accept the response from Certegy now that I have their letter stating that the case has been closed and I dont owe them any money?

   

  Thank you for your help.  I went around and around with them for weeks and just kept hitting brick walls. The day after you contacted them they called me and WOW what a change in attitude!  All of a sudden they had no trouble investigating and finding out that they had double billed me and I did not owe them any money.  They didnt even care before you contacted them. Thank you SO MUCH! ??

   

  Kind Regards

   

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

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18409571
  
  I am rejecting this response because:

   

  I received a letter from Certegy confirming that the check has been paid in full, the check has cleared and the claim has been satisfied.  The Certegy case number was 401799.  I didnt want to close the complaint until I had the written documentation in my hand. 

   

  How do I update the complaint to reflect that I accept the response from Certegy now that I have their letter stating that the case has been closed and I dont owe them any money?

   

  Thank you for your help.  I went around and around with them for weeks and just kept hitting brick walls. The day after you contacted them they called me and WOW what a change in attitude!  All of a sudden they had no trouble investigating and finding out that they had double billed me and I did not owe them any money.  They didnt even care before you contacted them. Thank you SO MUCH! ??

   

  Kind Regards

   

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

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

• Initial Complaint

  Date:11/14/2022

  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 work at Kroger and attempted to cash my check there through this service. It was denied and now I can't eat or pay my bills because they wouldn't cash my work check *********** at Kroger. This is unacceptable.

  Business Response

  Date: 11/17/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  November 17, 2022
  
  
  *************************
  *************************************************************************** 61364
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 400552
  
  
  This is written in response to your recent complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty 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. When a check does not clear through redeposit, it may be forwarded to an agency for collection.
  
  Unfortunately, we were unable to research your complaint and unable to 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:11/08/2022

  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 went to cash my check at ******* check cashing center tonight. My check was declined by Certegy. I have been cashing my check there for 2 weeks now and no problem. But today it gets declined I would like to know why and what can be done about it

  Business Response

  Date: 11/10/2022

  
  Certegy Payment Solutions, LLC
  PO ***********************************************************
  November 10, 2022
  
  
  **************************
  ****************************************************************************************** 70508
  
  
  Re: BBB Complaint Case Number ******** **************************
             Certegy Case Number 411428
  
  This is written in response to your recent complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty 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. When a check does not clear through redeposit, it may be forwarded to an agency for collection.
  
  Unfortunately, we were unable to research your complaint and unable to 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: 11/11/2022

  This is a copy of the receipt 

  Business Response

  Date: 11/14/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  November 14, 2022
  
  
  **************************
  ****************************************************************************************** 70508
  
  
  Re:      BBB Complaint Case Number ******** **************************
             Certegy Case Number ******
  
  This is written in response to the above referenced rebuttal.
  We were unable to research ******************** complaint without the provision of the requested identifiers. ****************** stated in the Additional Comments section of the rebuttal that a copy of the transaction receipt was included but no attachment was provided. 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). In order for us to research ******************** transaction(s), we are asking that he please provide the information below, as applicable:
  
  Drivers License or ID number ______________________________________
  State of Issue                           ______________________________________
  Social Security 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 ******************** complaint. Once this information is received, we will be able to research your concerns 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 ****************** should have any questions or need further assistance, he can contact the ************************ at **************.
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:10/31/2022

  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.

  On Saturday 10/29/2022, my wife and I decided to shopping at ******** in ********, **. We went to the register to check out and my 1st check was declined. I was told to try a 2nd check but that was also declined so we used a CC. BTW the check was for only $171.90. I got home and called the customer service number number and I spoke with a *** that told me that I was declined because I didn't meet their guidelines but she told me that she didn't know what the guidelines were. I called again and spoke with another *** who told me the same thing. They asked about all of my personal info, which I gave them, before they gave me a *** to speak with. My wife came into the den with her cell phone and showed me all of the complaints on your website and I was amazed that this company is still in business. HOW DID THEY GET THEIR A+ RATING after all these complaints, and they were fined in **** $3.5million for violation of the Fair Credit Reporting Act. BBB probably gets a sizeable sum for giving them the A+ rating I learned my ****** and will not use any checks for purchases at supermarkets, only CASH or CCs. I was told to call my bank CS, which I did. The individual I spoke with told me that she would speak with a supervisor about my checks being declined, which she did, and both the *** and the supervisor told me that there was no reason my checks should have been declined. If you won't do anything about their rating, the maybe my State and Federal Senators and the **************************** will. I'm also sending a complaint to the Fair *************************** of the federal government.

  Business Response

  Date: 11/03/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  November 3, 2022
  
  
  ***********************
  ******************************************************** 02368
  
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 391174
  
  This is written in response to the above reference complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connections with a particular check. Check authorization is not an extension of credit and does not involve credit scores or accessing credit reports. 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on check writing history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a check 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the service we provide to subscribing merchants would be compromised.
  
  We researched ************** transaction at Wegmans on October 29, 2022, for $171.90 and determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters that were being monitored for our client. Unfortunately, valid checks occasionally overlap with certain risk patterns resulting in a decline recommendation. Prior to this transaction, we show no other attempts by ***************** to present checks to our client in the past thirteen (13) months.
  
  However, we understand ************** concerns, and have added ************** identifiers 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 ************** with future transactions that are routed to Certegy for processing. We apologize for any inconvenience that this has caused.
  
  If ************** should have any questions or need further assistance, he can contact the ************************ at **************.
  Sincerely,
  ************************
  **********************
  

• Initial Complaint

  Date:10/19/2022

  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 attempted to write a check at Kroger for *****, it was declined. When I called all they would tell me is my file is empty but I didn't meet their guidelines but refused to say what guidelines I did not meet. They refused to send me a copy of my "empty" file.After reading the complaints on this site, their response is the same with every one. How is it they can decline but not disclose why? How can they refuse to send a copy of my file?

  Business Response

  Date: 10/25/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  October 25, 2022
  
  
  *****************************
  ******************************************************************* 40601
  
  
  
  Re:      BBB Complaint Case Number ******** *****************************
             Certegy Case Number 384322
  
  
  This is written in response to the above referenced complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connection with a particular check. Check authorization is not an extension of credit and does not involve credit scores or accessing credit reports. 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on check writing history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a check 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 check. This service enables many of our clients to continue to offer check writing 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 *************** transaction from October 19, 2022, for $53.10 at Kroger and determined that one of the contributing factors prompting our decline recommendations were 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 a decline recommendation.
  
  However, we understand Ms. ******** concerns, and 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. We apologize for any inconvenience that this has caused.
  
  Furthermore, on October 19, 2022, ****************** contacted Certegy to request a copy of her Consumer File Disclosure Report (****) with an agent. Unfortunately, after the agent disclosed the reason for the decline the call was disconnected. To remedy the matter, a **** will be requested, which will contain all transactional information that Certegy has on file under the identifier provided. ****************** should receive the report by US mail in about 15 calendar days.
  
  If ****************** should have any questions or need further assistance, she can contact the **************************** at **************.
  
  
  Sincerely,
  
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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 makes false claims about consumers. No way to contact an actual person at this business. This company makes fraudulent accusations about consumers without any way of consumers being able to dispute any and all claims made by the business, Certegy.

  Business Response

  Date: 10/19/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  October 19, 2022
  
  
  *****************
  ***** ******************************************************* 61732
  
  
  
  Re:      BBB Complaint Case Number ******** *****************
             Certegy Case Number 381778
  
  This is written in response to your recent complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty 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. When a check does not clear through redeposit, it may be forwarded to an agency for collection.
  
  Unfortunately, we were unable to research your complaint and unable to 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:10/12/2022

  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.

  On 10.7.22 worker went to Dollar General in WF ** #*****. This is a store I do frequent. With winter coming, I decided to purchase a number of items to prepare. My driver's license, phone number, ******************** was presented as in the past. I have not had a hot check for many many many years. I knew how approximately how much money available in my account which more than covered the check. A print out was provided explaining their details. I thought it was a fluke. My friend and myself were able to pull together the funds so I was able to make the purchase. Two days later, I went to Big Lots to make approximately a $70 purchase. This was also denied. I did leave the store so it did hurt the store's income as I was the only buyer in line. I did try to call the ************ without obtaining a live person. Therefore, I emailed the company. The next day I did receive a call from a wireless number wanting all of my personal information. As I have had massive identity theft as well as fraud charges place on my card, I do not use credit cards and I am cautious to not give personal information. They were unable to assist me. I reached out to both companies. Big Lots deferred me to Certegy. Dollar General was going to follow-up. At this time, I have notified Big Lots that I will not be returning to their store with Certergy in the midst. Due to my massive identity theft already, I am not about to provide any additional information. There is absolutely no reason for this company to in between and deny access to food and clothing when the funds I have are legal and visibly so in my checking account and I pay my bills and file my taxes. This company has too much arbitrary control and I am NOT providing them any personal information.

  Business Response

  Date: 10/19/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  October 19, 2022
  
  
  *******************************
  ************************************************************************ 76308
  
  
  Re:      BBB Complaint Case Number ******** *******************************
             Certegy Case Number 380002
  
  This is written in response to your recent complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty 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. When a check does not clear through redeposit, it may be forwarded to an agency for collection.
  
  Unfortunately, we were unable to research your complaint and unable to 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: 10/20/2022

   
  Complaint: 18203896
  
  I am rejecting this response because:

   

  Thank you for your information. 

   

  The problem is the fact the company does have the following information:

   

  On 10.17.22 @ 12:36:26 I presented myself in person at Dollar General Store #***** with an ECC check for $191.19 which is the exact same dollar amount of the sale of $191.19 with a Certegy Reference # *************** and the bank account routing number and account number and ******************** number was included on the print out. My driver's license was presented in person as well as my phone number. My bank who is unable to provide any assistance does state they are unable to assist in any fashion does have my social security number on file. 

   

  Because Certegy does have all of the pertinent information related to their declination of processing my payment except for my social security, I will not be providing anything additional. The reason is due to the fact that I have DO HAVE A MASSIVE AMOUNT OF IDENTITY THEFT ON ME that I am not about to provide any additional information to another party in another state who has arbitrarily already decide to decline my payment when the funds are present in my account for payment. Additionally, I have written checks to this exact same location in the past only a few weeks prior which was processed and it was not declined and this store sees me in their facility on a regular basis. 

   

  Please be advised that I did also try to present payment to Big Lots and Certegy also denied processing payment at that facility as well. Also note, that I have reached out to the corporate headquarters of both facilities. I can only present the 2^nd location was two days later for approximately $70 at approximately 8:40 pm. At that store, I was the only customer visible. 

   

  For what I see and have told both organizations is that #1 Big Lots has lost 4 customers including two who did purchase furniture from them as I had been the one that had directed the 3 people to their store. Dollar General did listen and was concerned regarding this. A great deal of my money has gone to Dollar General over the past several years. Therefore, both organizations are aware that your company is a detriment for no reason to their income for no just reason. 

   

  At this time, I would like to have not only a repair from the information that is already available to Certegy as I will not be providing my social security number.  ******** has that information on file and I had the funds to be processed. 

   

  Additionally, I do have the right to turn this in related to health matters because Certegy is denying me the right to purchase food. I do not use nor have credit cards because of fraudulent charges against me and I do not use a cell phone because even the cell phone was hacked into. 

   

  Therefore, I would kindly appreciate Certegy correcting their system with the information they have on file in which they decided to not process my check. Most recently I have surgery, lost part of my employment and I cannot handle any additional stresses of not being able to purchase food to live on as well as a small amount of Christmas presents of clothing for someone who needs them. 

   

  Thank you for your assistance. Thank you BBB in serving and communicating with Certegy. Please note: I will not be providing the company with my social security number.

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

  Business Response

  Date: 10/28/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  October 28, 2022
  
  
  *******************************
  ************************************************************************ 76308
  
  
  
  Re:      BBB Complaint Case Number ******** *******************************
             Certegy Case Number 380002
  
  This is written in response to the above reference complaint.
  
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connections with a particular check. Check authorization is not an extension of credit and does not involve credit scores or accessing credit reports. 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on check writing history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a check 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 check. This service enables many of our clients to continue to offer check writing and cashing options that might not otherwise be available without protection from exposure to potential losses. We cannot disclose our specific guidelines, or the service we provide to subscribing merchants would be compromised.
  
  We researched Ms. *********** transaction at Dollar General on October 7, 2022, for $191.19, based on the reference number she provided from the receipt. From that transaction information, we were able to locate the additional transaction at Big Lots on October 9, 2022, for $90.55. We determined that one of the contributing factors prompting our decline recommendation was that the transaction fell within the risk parameters that were being monitored for our clients. Unfortunately, valid checks occasionally overlap with certain risk patterns resulting in a decline recommendation. Prior to these transactions, we show minimal attempts by ************************ to present checks to our clients in the past thirteen (13) months.
  
  However, we understand ****************** concerns, and have added her identifiers 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 ************************ with future transactions that are routed to Certegy for processing. We apologize for any inconvenience that this has caused.
  As a courtesy, a copy of Ms. *********** Consumer File Disclosure Report (****) will be requested and mailed to her which will include all transactions that Certegy has on file related to the identifiers provided during her transactions. ************************ should receive her report within 15 calendar days.
  If ************************ should have any questions or need further assistance, she can contact the **************************** at **************.
  
  Sincerely,
  
  Customer Care Department
  **********************
  

• Initial Complaint

  Date:09/26/2022

  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.

  Check was declined for no reason. Our bank stated that there was no reason for the declination. Certegy's automated phone and computer systems offer no way to actually contact them to clear up the matter.

  Business Response

  Date: 09/27/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 27, 2022
  
  
  *************************
  ******************************************* 14592
  
  
  Re:      BBB Complaint Case Number ******** *************************
             Certegy Case Number 368785
  
  This is written in response to your above referenced complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty 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. When a check does not clear through redeposit, it may be forwarded to an agency for collection.
  
  Unfortunately, we were unable to 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 your concern 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
  **********************
  

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18129078
  
  I am rejecting this response because: Although Certegy did respond with an option to speak with a representative, the representative was unable to explain a reason for declining the check after i gave her the requested information. I have been using the  same checking account, from the same bank, at the same store, in the same manner for over 30 years without any problems until now! The representative essentially quoted the same excuses given in the computer generated response available on Certegy's website and told me that she could not clarify further because the information was proprietary and if divulged could allow consumers to commit fraud.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/12/2022

  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  October 12, 2022
  ************************* *********************************** 14592
  Re: BBB Complaint Case Number ******** ************************* Certegy Case Number 368785
  This is written in response to the above referenced complaint.
  Certegy Payment Solutions, LLC (Certegy) is a check authorization and warranty services company. To protect both consumers and retailers against losses from fraudulent or returned checks, we developed an automated system that predicts the likelihood of these outcomes in connection with a particular check. Check authorization is not an extension of credit and does not involve credit scores or accessing credit reports. 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, check writing and cashing history, check number, amount, and fraud trends. The information used in determining risk for our clients is primarily based on check writing history and actual losses to clients. For example, Certegy may recommend to a merchant that it not accept a check 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 check. This service enables many of our clients to continue to offer check writing 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 **************** transaction at Wegmans on September 24, 2022, for $163.21 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 **************** concerns, and 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 and approval recommendation, this will help ************** with future transactions that are routed to Certegy for processing. We apologize for any inconvenience that this has caused.
  If ************** should have any questions or need further assistance, he can contact the ************************ at **************.
  Sincerely,
  ************************
  **********************