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

  PO Box 908 Grand Junction, CO 81502-0908

• 

  Certegy Inc.

  2820-C Kalihi St. Honolulu,, HI 96819

• 

  Certegy Payment Solutions, LLC

  P O Box 144717 Orlando, FL 32814

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:08/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 31, 2022, I went into the HEB in Austin, Texas. My debit card had been compromised, so I asked an employee if they still accept checks. She said, "yes." I proceeded to get and pay for my groceries, but my check was declined. I had to call CERTEGY to find out why, but they couldn't tell me because it was an automated system. They would not clear the check. I have over $6,000 in my checking account so there is no reason for my check to be rejected. I want to talk to someone from there. I called my bank and said they had nothing to do with it. So who is this company that has this power. It is not right.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/04) */ Certegy Payment Solutions, LLC PO Box 908 Grand Junction, CO 81502 August 4, 2022 ***** **** **** ********** *** ******* ** XXXXX Re: BBB Complaint Case Number ******** - ***** **** Certegy Case Number XXXXXX Dear Consumer, This letter is written in response to your BBB Complaint. To provide some background information, Certegy Payment Solutions, LLC ("Certegy"), is a check authorization and warranty services company. Certegy's 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 writer's bank. When a check is returned unpaid, it is forwarded to Certegy, who in turn purchases the check and initiates collection actions through a collection company. We are unable to locate any data in our system based on the correspondence received. Without additional information to research the transaction we are temporarily unable to initiate an investigation of your complaint. In order to provide assistance, please provide the following information: Driver's License Number ______________________________________ State of Issue ______________________________________ Bank Account Number ______________________________________ Bank Routing Number ______________________________________ Social Security Number ______________________________________ 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. This information may be provided by mail at the address listed above in our letterhead, by fax at XXX-XXX-XXXX, or by telephone at X-XXX-XXX-XXXX. Sincerely, Customer Care Department Certegy Payment Solutions, LLC

• Initial Complaint

  Date:07/30/2022

  Type:Sales and Advertising 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.

  July 3 2022 my computer was hacked and the hackers took personal information of my mothers name and address. They went and sent the company Certegy false information to hold me and my mother hostage to pay for a service another company did not provide service. Now we can not use our checking account. The personal information was stollen off my computer and now Certegy wants more personal information which would be total identity theft. I would like my mothers name and mine off there list of not to cash our checks.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/04) */ Certegy Payment Solutions, LLC ********** Grand Junction, CO XXXXX August 4, 2022 ***** ****** ***************************** ******** Re: BBB Complaint Case Number ******** - ***** ****** Certegy Case Number ****** Dear Consumer, This letter is written in response to your BBB Complaint. To provide some background information, Certegy Payment Solutions, LLC ("Certegy"), is a check authorization and warranty services company. Certegy's clients utilize our services to help reduce losses incurred through the retail practice of check acceptance. For some clients involved in these transactions, Certegy *** assume payment responsibility should an authorized check be dishonored by the check writer's bank. When a check is returned unpaid, it is forwarded to Certegy, who in turn purchases the check and initiates collection actions through a collection company. We are unable to locate any data in our system based on the correspondence received. Without additional information to research the transaction we are temporarily unable to initiate an investigation of your complaint. In order to provide assistance, please provide the following information: Driver's License Number ______________________________________ State of Issue ______________________________________ Bank Account Number ______________________________________ Bank Routing Number ______________________________________ Social Security Number ______________________________________ 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. This information *** be provided by mail at the address listed above in our letterhead, by fax at ************, or by telephone at **************. Sincerely, Customer Care Department Certegy Payment Solutions, LLC Consumer Response /* (3000, 7, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) this company did not have my bank account ,drivers lisence, or soscial security number to block my checks to begin with. they obatined only my name and address ileggaly off my daughters computer when it was hacked. They obtained only my name and address to stop my check cashing. So why do they need to have more personal information from me. I dont think they should be asking for this information if they did not have it to begin with. to me this is another way of fraud. Business Response /* (4000, 9, 2022/08/15) */ Certegy Payment Solutions, LLC ********** Grand Junction, CO XXXXX August 15, 2022 ***** ****** ****************** *********, ******** Re: BBB Complaint Case Number ******** - ***** ****** Certegy Case Number ****** This is in response to the above referenced rebuttal. We apologize for any inconvenience that this matter has caused; however, we are unable to research Ms. ******' complaint without the provision of the requested identifiers. As we previously stated, transactional information is stored and referenced in our system using the consumer's driver's license/state issued identification number, financial institution routing and account numbers, and Social Security Number (SSN), not by name or address. While we understand Ms. ******' concern in providing this information, in order for us to research her transaction(s), we are asking that she please provide the information below, as applicable: Driver's License or ID number ______________________________________ State of Issue ______________________________________ Routing Number on Check ______________________________________ Account Number on Check ______________________________________ This information can be provided by calling us at ************** or by responding to us at the address listed above. Please include the Certegy Case Number ******, this will assist our agents in researching Ms. ******' complaint and respond accordingly, as we are eager to resolve this matter. If Ms. ****** should have any questions or need further assistance, she can contact the Customer Care Department at **************. Sincerely, Customer Care Department Certegy Payment Solutions, LLC

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cardholder services did not properly investigate 2 transactions in which I was charged for services that I did not receive. They sent me a letter dated for June 30th, stating that they had tried to get in touch with me and asked me for more information regarding my claim and since they had not heard back from me that they decided to close the claim. I received no such letter asking me to provide more information and responded to them via email showing them that the merchant had taken my money without providing the services. I have not heard anything back from this.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/08/02) */ Certegy Payment Solutions, LLC *********************************** August 2, 2022 ***** ******* ****************************************** Re: BBB Complaint Case Number ******** - ***** ******* Certegy Case Number ****** This is written in response to Ms. *******'s complaint. To provide some background information, Certegy Payment Solutions, LLC ("Certegy"), is a check authorization and warranty company. This complaint was assigned to Certegy in error and is not affiliated with Cardholder Services nor its business. Certegy does not handle debit or credit card transactions and we found no record of Ms. ******* in our files regarding any claims. Please reassign Ms. *******'s complaint to the proper entity, for Cardholder Services. Sincerely, Customer Care Department Certegy Payment Solutions, LLC Consumer Response /* (2000, 7, 2022/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7.19.2022, I wrote a check at ****** in Lansing, NY and it was declined. I have excellent credit in every way; I am a Dr. I was given a slip of paper to call Certegy for details and called today, 7.21.2022. Only automated service (AS) was available and no options to speak to a representative. The AS stated several reasons why a check can be declined, but no specific help for me. The service asked for my drivers license, check routing number, bank account number and I gave them all thinking it would connect me to a representative, but then the generic message came on. I feel like I have been exposed and still no valid reason for my check declined and now they have information about me. This is not acceptable. I went online and saw there were many other complaints against this company from people who had no reason to be declined by them. Please help me. Dr. ******** **********

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/26) */ Certegy Payment Solutions, LLC P.O. Box XXXXX Tampa, FL XXXXX-XXXX July 26, 2022 PLEASE REFER TO REQUEST ID NUMBER XXXXXX IN ALL FUTURE CORRESPONDENCE ****** * ********** PO BOX **** ITHACA NY, XXXXX Re: BBB Complaint Case Number 67531173 - ****** * ********** Certegy Case Number XXXXXX Dear Consumer, This is written in response to your BBB Compliant. 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 compile. In order to provide assistance, please provide the following information: Driver's License Number ______________________________________ State of Issue ______________________________________ Bank Account Number ______________________________________ Bank Routing Number ______________________________________ This information may be provided by mail at the address listed above in our letterhead, by fax at XXX-XXX-XXXX, or by telephone at X-XXX-XXX-XXXX. Please note that the information requested is only used to assist in your compliant. Once this information is received, we will be able to research the information and respond accordingly. Sincerely, Customer Care Department Certegy Payment Solutions, LLC Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are asking me to provide them personal information, which I already did, which is the point of my complaint. I responded to the prompts of the automated service, which included need to give name, drivers license, bank routing, etc. and never got to speak to a human. My original complaint is that: they have my information and I have no results, plus there was no reason to be flagged in the first place. My concern is that they will use it unlawfully. So, for them to ask for it again, in response to this complaint, is indicative of their evasiveness and suspicious practice. This feels like a scam. Business Response /* (4000, 9, 2022/08/03) */ Certegy Payment Solutions, LLC PO Box 908 Grand Junction, CO XXXXX August 3, 2022 ****** * ********** PO BOX **** ITHACA, NY XXXXX Re: BBB Complaint Case Number 67531173 - ****** T ********** Certegy Case Number XXXXXX This is in response to the above referenced rebuttal. We understand Ms. **********'s concerns, however, we are unable to research her complaint without the provision of the requested identifiers. As we previously stated, transactional information is stored and referenced in our system using the consumer's driver's license/state issued identification number, financial institution routing and account numbers, and Social Security Number (SSN). In order for us to research Ms. **********'s transaction(s), we are asking that she please provide the information below, as applicable: Driver's License or ID number ______________________________________ State of Issue ______________________________________ Routing Number on Check ______________________________________ Account Number on Check ______________________________________ This information can be provided by calling us at X-XXX-XXX-XXXX or by responding to us at the address listed above. Once this information is received, we will be able to research Ms. **********'s complaint and respond accordingly, as we are eager to resolve this matter. If Ms. ********** should have any questions or need further assistance, she can contact the Customer Care Department at X-XXX-XXX-XXXX. Sincerely, Customer Care Department Certegy Payment Solutions, LLC

• Initial Complaint

  Date:07/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January I was a Victum of Identity Theft through Certegy which was resolved. Since the above mentioned issue thwy have denied every single check I attempt to cash claiming risk factors and guidelines of the store. I have spoke to management several times at the store and the check was fully within their guidelines. For over 7 months I have not been able to cash any check through certegy and I feel this is a personal attack due to me being a victium. I have tried numerious time to resolve this issue

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/07/22) */ Certegy Payment Solutions, LLC P.O. Box 30046 Tampa, FL 33630-3046 July 22, 2022 ******************************************* Re: BBB Complaint Case Number ******** - **************** Certegy Case Number ****** Dear Consumer, This correspondence is in response to a fraud or identity theft reported to Certegy Payment Solutions, LLC ("Certegy"). As part of its investigation for these types of disputes, Certegy requests the following information: * An original notarized affidavit with your signature including notary stamp on the same page * A legible copy of your driver's license * A copy of the police report The dispute will remain open for 30 days from the date Certegy received the complaint or until the investigation is complete. During this period, your check writing and cashing privileges at any of our merchant client locations could be affected. However, the information will be removed if our investigation confirms the items to be inaccurate or unverifiable. Enclosed please find an affidavit form for your convenience. All information is required. The completed affidavit can be faxed to ************ or mailed to the address indicated on the Affidavit form. If you need further information or assistance, please do not hesitate to contact the Customer Care Department at **************. Sincerely, Customer Care Department Certegy Payment Solutions, LLC Enclosure Consumer Response /* (3000, 7, 2022/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This incident took place in Febuary 2022. Documention was provided and There was an investagation completed and found I was not at fault and the information was removed. I have ordered my report and there are no outstanding items.Again certegy is providing false and misleading information about me. I want their actions stoped. Business Response /* (4000, 9, 2022/08/02) */ August 2, 2022 ****************************************** Re: BBB Complaint Case Number ************************** Certegy Case Number ****** This is written in response to Ms. ********'s rebuttal. Certegy has initiated a fraud dispute under the Fair Credit Reporting Act § 611 on her behalf. In order to clear her identifiers that have been recently associated with fraud, Certegy requires a signed and notarized affidavit from Ms. ********, which was mailed to the address on file. Once the notarized affidavit with Ms. ********'s signature, including notary stamp on the same page and a copy of Ms. ********'s valid driver's license/State ID and social security card are received, we will promptly complete our investigation. The disputed items will continue to be reported as fraudulent until the investigation is complete, which might affect check writing and cashing privileges at any of our merchant clients' locations. However, the items will be cleared if our investigation confirms the item to be fraud. We empathize with Ms. ********'s 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 Customer Care Department at **************. Sincerely, Customer Care Department Certegy Payment Solutions, LLC Consumer Response /* (4200, 11, 2022/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again their response is false.My fraud dispute was completed in Febuary and they already have the documentation requested. There is no negative information on my report. This is the same response I constantaly revieve Business Response /* (4000, 13, 2022/08/17) */ Certegy Payment Solutions, LLC PO Box 908 Grand Junction, CO 81502 August 17, 2022 ****************************************** Re: BBB Complaint Case Number *************************** Certegy Case Number ****** This is written in response to Ms. ********'s rebuttal. Certegy's check acceptance services are to protect consumers and retailers against losses from fraudulent or returned checks and it predicts the likelihood of these transactions in connect with a particular check or consumer's identification used. In March 2022, Certegy removed Ms. ********'s driver's license from claim ******** for $812.61 that was cashed on February 13, 2022, at ******. Since that time, Ms. ******** has received decline recommendations because her identifiers have been associated with new fraudulent activity but is not associated with a returned check. The consumer file disclosure report that Ms. ******** has requested does not contain any negative data, since there are no returned checks or claims on file. Certegy's dispute process regarding fraudulent transactions is to receive a completed notarized affidavit and legible valid driver's license to investigate when the fraud is on a consumer's personal account. Since the fraud is associated with Ms. ********'s identifiers (driver's license and social security number), we are requesting legible copies of her identification. If you wish you may mail the copies to the address above or fax them to ************. Once this information is received, we will be able to research Ms. ********'s concerns and respond accordingly, as we are eager to resolve this matter. If Ms. ******** chooses not to supply this information, Certegy will consider the matter closed with no further response. If Ms. ******** should have any questions or need further assistance, she may contact the Customer Care Department at **************. Sincerely, Customer Care Department Certegy Payment Solutions, LLC

• Initial Complaint

  Date:07/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have in my checking acct over $30,000, as of 7/5/22. Certegy check cashing business refused to allow Publix food store to cash my check on July 5, 2022. Because of Certygy, none of my checks are being cashed.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/14) */ Certegy Payment Solutions, LLC P.O. Box ***** Tampa, FL ********** July 14, 2022 **** *******, SR **** Georgetown Dr, Apt D Vestavia Hills, AL ***** RE: BBB Complaint Case Number ********* - **** *******, Sr. Certegy Case Number ****** 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 Mr. *******'s transaction at Publix on July 5, 2022, for $315.30 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 2 other attempts by Mr. ******* to present checks to our client in the past thirteen (13) months. However, we understand Mr. *******'s concerns, and have added Mr. *******'s 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 Mr. ******* with future transactions that are routed to Certegy for processing. We apologize for any inconvenience that this has caused. If Mr. ******* should have any questions or need further assistance, he can contact the Customer Care Department at **************. Sincerely, Customer Care Department Certegy Payment Solutions, LLC

• Initial Complaint

  Date:06/24/2022

  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.

  Wrote a check at ******'s which was denied. I have shopped at that store for years, written larger checks than this one without a problem. Tried to contact Certegy. They wanted my bank info, SSN, DL, etc. and I was not comfortable with that. Looked up the company's legitimacy and did not believe it was a good company so filling a complaint.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/30) */ Certegy Payment Solutions, LLC P.O. Box XXXXX Tampa, FL XXXXX-XXXX June 30, 2022 ************************************************** Re: BBB Complaint Case Number XXXXXXXX - DANA RUSSELL Certegy Case Number XXXXXX 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 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 researched Mr./Ms. *******'s transaction at ******** on June 16, 2022, for $155.12 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. Additionally, prior to this transaction, we show no other attempts by Mr./Ms. ******* to present checks to our client in the past thirteen (13) months. However, we understand Mr./Ms. *******'s concerns, and we apologize for any inconvenience that this has caused. If Mr./Ms. ******* should have any questions or need further assistance, he/she can contact the Customer Care Department at X-XXX-XXX-XXXX. Sincerely, Customer Care Department Certegy Payment Solutions, LLC Consumer Response /* (2000, 7, 2022/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Response accepted but the reason for the request for the extensive amount of information was not explained nor was the outcome of the denial by ******* to accept the check. Was this resolved so that ******* will now accept my checks or not?