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 Inc.

  2820-C Kalihi St. Honolulu,, HI 96819

• 

  Certegy Payment Solutions, LLC

  PO Box 908 Grand Junction, CO 81502-0908

• 

  Certegy Payment Solutions, LLC

  P O Box 144717 Orlando, FL 32814

• 

  Certegy Payment Recovery Services, Inc.

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

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:09/19/2022

  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 Sept. 6, 2022, I tried to cash a check at ******** Certegy declined the transaction. The tracking number is **********. I haven't written a check to a store in years and never bounced a check. I couldn't get anyone on the phone to discuss the matter. I got a copy of the "Consumer File Disclosure Report." The report literally says there is nothing in the "file." There were no inquiries in the last 24 months. Their system is flawed, outdated and should not be used. Delete all negative information about me in your files.

  Business Response

  Date: 09/22/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 22, 2022
  
  
  *************************************************************************************
  *****, ** 34761
  
  
  Re:      BBB Complaint Case Number ******** *****************************
             Certegy Case Number 364597
  
  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 Ms. ********** transaction at ******* on September 6, 2022, 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 do understand Ms. ********** concerns and have added her identification to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help ********************** with future transactions that are routed to Certegy for processing.
  
  If ********************** should have any questions or need further assistance, she can contact the **************************** at **************.
  
  Sincerely,
  ****************************
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:09/15/2022

  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 am not your customer. You made sure of that.Slander by Certegy Check Services See Attachments

  Business Response

  Date: 09/26/2022

  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  September 20, 2022
  *************************
  311 *************.
  ******, ** 30439
  Re: BBB Complaint Case Number ******** *************************
  Certegy Case Number 363246
  This is written in response to your recent request for an explanation of check decline.
  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 727-
  ********, or by telephone at **************.
  Once this information is received, we will be able to research the information and respond accordingly.
  Sincerely,
  Customer Care Department
  **********************

• Initial Complaint

  Date:09/13/2022

  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.

  Went to pet smart to get my pets stuff total purchase was $104.83 check number was ****. Certegy *************************************** denied my check in almost 80 years old and I have never bounced a check in my entire life and I have more than enough money to cover the check what gives them a right to decline my check??? I feel they need to be in trouble for slandering me and other people that they've done this too do they not realize how embarrassing it is for someone telling you I. Front of a whole line of people they can't accept your check!!! Just makes me mad that I'm almost 80 and I have excellent credit and I have some fly by night company destroying my reputation!!! When I call them the foreigner tells me to find a different way to pay seriously why don't they find a better way to do their job? Obviously they need to be fired they should not have the right to say if my checks are good or bad if they do not know me they should not have the right to tell some one not to accept my personal checks!!!! I'm not happy about this at all that company to me has slander me and I'll never be able to write checks at any places that uses this company and that's not right what can I do to have them make this right?

  Business Response

  Date: 09/15/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 14, 2022
  
  *********************
  **** *********
  *****, ** 49120
  
  Re:      BBB Complaint Case Number ******** *********************
             Certegy Case Number 359205
  
  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 thoroughly researched ****************** transaction at Pet Smart on September 12, 2022, for $104.83 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 and there was no check writing history. Unfortunately, valid checks occasionally overlap with certain risk factors 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 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, she can contact the **************************** at **************.
  
  Sincerely,
  Customer Care Department
  ******************************************* **********************, LLC
  

• Initial Complaint

  Date:09/12/2022

  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 made multiple check payment to ***********************************************************************. On 8/2/2022 Certegy authorized Personal check **** for $64.23. One week later on 8/9/22 Certegy rejected Check **** for *****. One week later on 8/16/22 Certegy again rejected Check **** for $60.83. Check **** was written for less than personal check **** authorized at the same store two weeks earlier. With other credit bureaus, my credit score is over 800. I filed a request with Certegy for credit information (Control Number **********). In the report Certegy stated they have no outstanding information, nor resolved items on file. Certegy claims it is the vendor who sets the rejection criteria. The vendor says Certegy sets the authorization criteria. We are dependent upon personal checks for tax record information.

  Business Response

  Date: 09/16/2022

  September 16, 2022
  
  ***********************
  13156 *****************
  *******, ** 67235
  
  Re:      BBB Complaint Case Number ******** ***********************
             Certegy Case Number 359060
  
  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 ****************** transactions at Dillons Store on August 9, 2022, for $82.58 and on August 16,2022, for $60.83 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 and there was limited check writing history. 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, she can contact the ************************ at **************.
  
  Sincerely,
  ************************
  **********************

• Initial Complaint

  Date:09/09/2022

  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 Pet Smart on September **** I made a purchase when I wrote a personal check it was declined. I was surprised I have never written a bad check in my life besides that I had money in my account to cover my purchase. I called Certegy Bank they lied to me I spoke to a **** if that was his legal name said he was located in the Phillipeans. He told me to go back into the store and repurchase my items and my check will be approved. I did that and it was declined again. He only told me that to get me off the phone. I later went home called again gave them my router number of my bank, name, home address, checking account number which I refused to give again. Finally ***** from *************** said I would get a copy in the mail within 15 days. I dont believe her either because prior to her I spoke to a **** and he lied to me. I dont know why some businesses use this company. Now that they have my personal information I feel like I may be scammed by them. Im going to put an Alert on my account through by bank and get a copy of my credit report. Today you cant trust anyone including some companies.

  Business Response

  Date: 09/16/2022

  September 16, 2022
  
  *******************
  ********************************************************************* 08027
  
  Re:      BBB Complaint Case Number ******** *******************
             Certegy Case Number 359044
  
  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 Ms. ****** transaction at PetSmart on September 8, 2022, for $404.60 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 and there was limited check writing history. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  However, we understand Ms.****** concerns, and have added her identifiers to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee and approval recommendation, this will help ************** with future transactions that are routed to Certegy for processing.
  
  We thank you for relaying your concerns about the phone agent and the directions that were provided to you during your conversation. The agent did erroneously direct you to retry the transaction, therefore the agent has been coached on the procedure.
  
  We apologize for any inconvenience that this has caused. If ************** should have any questions or need further assistance, she can contact the ************************ at **************.
  
  Sincerely,
  
  ************************
  **********************
  

• Initial Complaint

  Date:09/08/2022

  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.

  It all started 8/24 when a store I wrote a check at sent it to my bank electronically ach twice, same check number and amount. This caused me to overdraft. I had to contact my bank and the store. The bank disputed the double/ 2nd check back to the store. Now the store wouldn't let me use a check today 9/7/22 and said to contact certegy. Called the store head quarters and it looked fine on their end. Contacted certegy who states they can dispute the incomplete and insufficient remark but it can take 30 days. This is c*** I did nothing wrong, the store messed up a lot of stuff by sending it to my bank twice. Now I hot this headache issue, and can't even use my money in my checking account to pay for groceries, when I have the funds. They couldn't help speed up this process. So frustrating when the number to call is an automated line asking sensitive information. Went through hoops trying to get the customer service number. I'm so mad about this. Just may need to escalate this to someone higher up at the stores head quarters. This is absolutely wrong.

  Business Response

  Date: 09/16/2022

  September 16, 2022
  
  ***************************
  *********************************************************************** 45030
  
  Re:      BBB Complaint Case Number ******* ***************************
             Certegy Case Number 356676
  
  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.  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. 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 risks for our client is primarily based on check writing history and actual losses to clients. 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 Ms. ****** transactions and found a return check on file; check number **** for $115.00 written to Kroger on August 24, 2022. On September 9, 2022, a dispute was initiated for investigation on Ms. ****** behalf to verify the accuracy of the returned item on file. Please know that an investigation may take up to 30 calendar days and the disputed item will continue to be reported as unresolved until the investigation is complete.  If the results of the investigation indicate that the item is verified as inaccurate, the item will then be removed from Ms. ****** consumer file and she will receive an updated copy of the information currently contained in her consumer file disclosure report. The returned check described in this letter will be included, but it will be reported as Resolved.  This means that it will not cause denial of check writing privileges. A letter will be sent to ************** to notify her of the results of our investigation.
  
  If ************** should have any questions or need further assistance, she may contact the ************************ at **************.
  
  Sincerely,
  ************************
  **********************

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 17931828
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/19/2022

  I should not have to go through this length of time and not be able to write a check at krogers. Krogers messed up by sending the same check # **** twice to my bank. My bank at fifth third disputed one if the duplicate transactions and it was processed and fine. Now that my bank disputed the double charge it flagged something in my file I guess which is where certegy comes in. I've had to make over 10 calls about this, can't even write a check until it's cleared on certegy end and I did nothing to deserve all of this. So yes one of the checks that was a duplicate was disputed from my bank to kroger. Kroger customer **** verified its all clear on their end, its cleared in my banks end, certegy is the one who should be able to verify this easily by contacting my bank directly.

  Business Response

  Date: 09/27/2022

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  September 27, 2022
  
  ***************************
  ************************************************************************* 45030
  
  
  
  Re:  BBB Complaint Case Number ******* ***************************
             Certegy Case Number 356676
  
  This is written in response to the above referenced rebuttal complaint.
  
  Using the information provided by our client, Kroger, on August 24, 2022, Certegy authorized check number **** in the amount of $115.00. The check was returned by the financial institution as Refer to Maker and the returned item entered our files on September 2, 2022, as claim ********. At the time of Ms. ****** request to initiate a dispute on September 7, 2022, Certegy sent a letter to the merchant to verify the accuracy of the returned item on file. On September 14, 2022, response was received from Kroger advising that the returned item should remain on Certegys negative file as reported and correspondence was mailed to ************** explaining the outcome of the investigation.  
  
  Upon researching Ms. ****** rebuttal complaint, on September 20, 2022, Certegy contacted Kroger and received information from the merchant to clear the claim, which lead to the completion of Certegys investigation and the disputed information for the claim was updated to resolved status. Certegy considers the above referenced check as cleared and the claim has been satisfied within our system. 
  
  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 identifiers ************** 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
  ******************************************* **********************, LLC
  

  Customer Answer

  Date: 10/09/2022

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

• Initial Complaint

  Date:08/29/2022

  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.

  Certegy Check ***** **** **************************, **.33630, 888-637-0012 - will not allow me to cash any checks or do any trasations with anybody, until i gave them my social security number, my address, my income, my i.d. #, all my private data. Certegy collect and sale the data. I am dissable, 60 yrs. old, on Public Assisstance. I need to cash checks. I would like communication by mail, please. No one can cash my checks Certegy will not allow it. Please help me. I am not good with computers.

  Business Response

  Date: 09/08/2022

  September 8, 2022
  ******************* ****************************************************** 99503
  Re: BBB Complaint Case Number ******** ******************* Certegy Case Number ******
  This is written in response to the above referenced rebuttal.
  We understand your concerns regarding providing your personal identifiers to us, however, we are unable to research your complaint without the provision of the requested identifiers. 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 your transaction(s), we are asking that you please provide the information below, as applicable:
  Drivers License or ID number ______________________________________
  State of Issue ______________________________________
  Routing Number on Check ______________________________________
  Account Number on ********************** ______________________________________
  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 research your complaint and respond accordingly, as we are eager to resolve this matter.
  If you should have any questions or need further assistance, you can contact the ************************ at **************.
  Sincerely,
  ************************
  **********************

• Initial Complaint

  Date:08/09/2022

  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.

  Certegy declined my payroll check being cashed for no valid reason and gives no option for recompense or solving the issue, essentially screwing me out of my paycheck. Reading their reviews this seems to be common practice for this company. I have no way of collecting my pay and may end up homeless for "no specified reason" according to their own system which makes it impossible to speak to an actual customer service representative- as I am currently on hold and have been for over 20 minutes.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Certegy Payment Solutions, LLC
  ***********************************
  
  
  August 12, 2022
  *************************************************
  **************************************************************************************************
  
  
  Dear Consumer,
  
  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 *** 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 *** 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 Mr. *******'s transactions at Kroger on August 8, 2022, for $554.09, and at Walmart on August 8, 2022, for $554.09 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 clients. Unfortunately, valid checks occasionally overlap with certain risk factors resulting in a decline recommendation.
  
  However, we understand Mr. Johnson's concerns, and we have added his identification to a positive file, which will increase the likelihood of an approval recommendation in the future. While we can never guarantee an approval recommendation, this will help Mr. ******* with future transactions that are routed to Certegy for processing. We apologize for any inconvenience that this has caused.
  
  If Mr. Jonhson should have any questions or need further assistance, he can contact the Customer Care Department at X-XXX-XXX-XXXX.
  
  Sincerely,
  Customer Care Department
  Certegy Payment Solutions, LLC

• 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