Complaints

This profile includes complaints for ACI Worldwide Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ACI Worldwide Corp

  2811 Ponce de Leon Blvd Ph 1 Coral Gables, FL 33134-6926

  
• 

  ACI Payments, Inc.

  500 North Calvert Street Room 402 Baltimore, MD 21202

• 

  ACI Worldwide

  6060 Coventry Dr Elkhorn, NE 68022-6482

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:07/04/2024

  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.

  1. 6/28/2024 2. $85 was paid to this business.3. The business is contracted by ****************** of revenue motor vehicle division to handle online payments for insurance penalties. On 6/28/ 2024 I utilized this company online to pay fines for vehicle registration. Case#******** Account ID: ***********. 4. The payment was submitted online and immediately after submission there was a payment declined message. I immediately log into my bank account and saw that the payment of $85 had been debited from my account and a payment $1.86 sent had declined. I drove over to the Cobb County Tax commissioner's office *************** ********************************* to do an inquiry and was informed they did not receive payment. I then called the help desk at ************ and was told that a company called Envisions handled all online payments. I called Envisions at 877-290-5460and spoke with a manger named *******. She informed me that her company only handles return checks for the ****************** of ****************** of ***** Vehicles. ******* then gave me the number to ACI, *** ************. I called ACI, *** and was informed they had no record of my payment. I have a transaction number date and time that this item was debited from my account in the amount of $85 dollars. I am requesting a full refund of my $85 returned to my original method of payment.

  

  Business Response

  Date: 07/08/2024

  ACI ********* **** researched this payment in our system and was unable to locate it. ACI ********* ****determined that the last payment processed for web tag renewals for *********** was in May of 2023 and this payment was not made until June of 2024. ACI ********* **** reviewed the payment screenshots that were provided by ******************* and are unable to identify who processed this payment. ACI ************* reached out to ******************** to inform her that we no longer process payments for ***********. ACI ********* **** advises ******************** to contact the help desk for Cobb County and request that they assist in locating this payment. ******************** should provide all the details she provided ACI ************* in order to have them assist her with this research. 

  Customer Answer

  Date: 07/10/2024

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

  The disputed amount was credited back to me account after an account manager from ACI reached out to me by telephone. She said ACI no longer handled these payments and if the service fee was rejected that the payment would return to the account, which it did!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/27/2024

  Type:Delivery 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.

  I paid my son's federal tax bill via this 3rd party provider. The *** website listed them as one of several 3rd party providers, and I liked the fact that I did not have to enter a social security number on the website. I paid ACI via Venmo and they were supposed to pay the ***. The *** never got the money. ACI has no human-staffed customer service line. I have emailed them twice and sent a letter via US mail and still have had no response. I have proof that they got my money, as there is a Venmo tracking number and a tracking number from my checking account. The *** unfortunately does not accept those tracking numbers. below is the confirmation # that ACI gave me.

  

  Business Response

  Date: 07/08/2024

  ACI ********* **** found that the payment from **************** was successfully processed through our system on April 3, 2024. ACI ************* did provide **************** with the *** number associated with her transaction, which is the unique identifier the *** needs to locate the transaction. **************** was advised to contact the *** and provide them with the *** number so that they could locate her payment and work with her to apply it correctly. 

  Customer Answer

  Date: 07/25/2024

  I agree that the complaint is now resolved. I did get a call from someone at ACI and she gave me the tracking number for my payment (I submitted this number to the **** and am still waiting a month later to get confirmation from them that they have the payment, so that's another story)

  My concerns are:

  1) I had sent two emails to ACI asking for help to resolve this problem, and the woman who called me said that my email had ended up in some sort of 'junk' folder so they were completely unaware of my complaint. I feel that they need to look into why this happened so that it doesn't happen to other customers.

  2) consumers have no means of reaching a human being at ACI. The only phone number that is listed for ACI has NO option for speaking with an operator. I had to file this complaint with BBB in order to get a response from ACI.

  Thank you for your assistance in resolving this complaint.

• Initial Complaint

  Date:03/27/2024

  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 07-08-2022, I used *** PAYMENTS to make a payment to the INTERNAL REVENUE SERVICE Payment type: Form 1041, US Fiduciary Income Tax Return Tax Year: 2021 At that time, I received an email with the confirmation number: ******* The email said that the payment would be forwarded to the *** on the next business day.This past month, February 2024, I received a letter from the *** stating that my taxes were delinquent for the tax year 2021. I knew I had paid it so I searched my emails to find the *** Payments confirmation email.It seems that this company did not forward my payment to the *** in 2022 and led me to believe that my taxes owed, were paid. I did pay today, March 27, 2024 the amount to the *** so to not have them fine me further. Then, I decided to search my payment history. I found the *** emailing saying that they sent the payment. I tried emailing this company and calling but all I got was a form email reply and a recording. I hope this issue can be resolved. I have downloaded two documents with evidence.Thank you

  

  Business Response

  Date: 04/01/2024

  ACI ********* **** found that ************************ did process a payment to the *** on July 8, 2022 for $3,447.91 through our system, but selected the payment type of Business 1041 instead of the Personal 1040 payment type. The funds are sitting with the *** and need to be moved to the consumers account as a Personal 1040 payment. ACI ********* **** did reach out to *********************** on March 28, 2024, and advised her that she selected the incorrect payment type when she processed the payment on July 8, 2022. ACI ********* ****did offer to send the *** an update form to assist them in reviewing and updating the payment, but ************************ declined our assistance. ACI ************* did provide ************************ with the *** number associated with her transaction, which is the unique identifier the *** needs to locate the transaction. *********************** was advised to contact the *** and provide them with the *** number so that they could locate her payment and work with her to apply it correctly. 

• Initial Complaint

  Date:11/16/2023

  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.

  Someone used my credit card to make a payment to ACI. I called to ask for details and to see who used it and for a refund. The person on the call woule not help me or transfer me to someone else. She tried to offer me products and asked for personal information and told me it was recorded so I was safe. I was not able to get any information or she did not ask me any information about the scam just kept trying to get me to buy products.

  

  Business Response

  Date: 11/27/2023

  ACI Payments reached out to ****************** to discuss the fraudulent transaction.  She advised us that her card information was stolen and several charges have surfaced on her card.One of the fraudulent transactions was to Westlake, a client of ACI Payments. We advised ****************** to contact her card company to report the fraudulent charges since her card information was stolen. She reached back out a couple days later to let us know that she tried reaching out to Westlake but they were unable to assist her. We again advised her to contact her card company and report the fraud to them as they should be able to begin the process of retrieving ******************** funds.  ACI Payments has also contacted ******** to inform them of ******************** fraudulent transaction. 

• Initial Complaint

  Date:08/08/2023

  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.

  made payments to ******** Credlt Acceptance using their online portal to use ACI Speedpay. On March 15 2023 | paid ****** using my debit card and was charged twice. On April 1 2023, I paid ******, which also was charged twice. At that time I have tried over and over again to communicate with this company to get those payments applied to my account or refunded. I have sent multiple copies of my statements to no resolve.received an email stating that those funds were refunded to my account which the statements show that they were not. I tried disputing it with my bank in which they told me the merchant said it was paid so no refund is going to be given and the case closed. I have been dealing with this since the beginning of April. The bank did not or have not received any funds that were supposedly stated to be returned to my account. I want the funds posted to my account or refunded back to me.

  

  Business Response

  Date: 08/23/2023

  ACI Payments research found that the consumer, ***********************, was duplicately charged on 3/15/2023 and 4/1/2023.  ACI Payments reversed each of the duplicate transactions the day following the original transaction dates.  The reversed funds were sent from ACI Payments to the debit card processor, who in turn credited the consumers card issuing bank.  ACI Payments does not have visibility into the flow of funds after the funds reach the card issuing bank.
  ACI Payments opened a ticket on 8/10/2023 with the debit card processor to trace the reversed funds. To date the ticket has not been resolved.  To mitigate the consumer concern, ACI Payments funded American Credit Acceptance for the amount of these transactions on 8/11/2023.  We expect that American Credit Acceptance has processed those funds to the consumer and/or the consumer account.

• Initial Complaint

  Date:05/21/2023

  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.

  their were two payments made to credit one bank for ******** and ****** using aci payments with debit card ending in **** and error dispute was submitted with citi bank and chargeback request was submitted.aci worldwide adjusted both payments originally made from credit one bank.both payments disputes were cancelled and money is owed directly to me since account is closed.Both credits were never returned and credited to citi bank due to my checking account being closed as of may 18, 2023 the error dispute was submitted in march 2023 by law theirs a 60 day hold and the hold has expired no funds of the amount was credited back to my citi bank checking account due to it being closed.On may 20, 2023 I contacted citi bank and was advised since my account is closed their will not be any credits or refunds credited to my account and also they confirmed aci payments has not return both credits in questioned in this dispute.To prevent a civil lawsuit against aci worldwide i am requesting aci worldwide to issue me two refund checks for ******* and ****** sent to my mailing address enclosed in this bbb complaint.Since my citi bank account is closed no refunds from debit card used for these to payments will not credit to my citi bank account because it is closed.the 60 day hold has expired by law in a dispute and aci worldwide owe me the monetary funds in questioned in this complaint.I am requesting only a refund check mailed and sent no later than june 10, 2023 to prevent obtaining a civil lawyer which would be more costly on aci worldwide in such if i have to obtain a lawyer to retrieve my money rightfully owed to me.also attached as proof that both disputes were cancelled because of error on citi bank disputing wrong charges which to why both payments i made the disputes were cancelled but aci worldwide never recieved the dispute cancellation request aci worldwide just debited and adjusted both payments off credit one bank and held both payments

  

  Business Response

  Date: 06/02/2023

  ACI Payments research found that the consumer,*********************, initiated chargebacks on both transactions in question through Citibank, NA.  In response to the chargebacks, ACI Payments was debited the amount of the chargebacks on 3/10/2023 ($629.64) and 3/11/2023 ($1,141.62). The funds were passed from ACI Payments to the card processor, who in turn credited the issuing bank of **************** debit card.  At this time, neither ACI Payments nor Credit One are in possession of the funds owed to ***************  If the funds have not been returned to **************, the funds remain with the issuing bank of **************** card.  This is supported by the attached Chargeback documentation showing that both disputes have been closed in favor of the Issuer and no further action is required by ACI Payments.
  
  ACI Payments suggestion is for ************** to contact her card issuing bank (Citibank) using the phone number on the back of her card.  The attached Chargeback documentation will assist Citibank in locating both chargeback cases and the location of the funds owed to **************.

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20086209
  
  I am rejecting this response because:
  
  

  i contacted citibank on 06/09/2023 and was advised that neither chargeback was credited back to my citibank account and citi is not in possession of either credit aci was supposed to send back to citi bank.

   

  citibank stated since my citi bank account is closed aci cannot return any funds and that aci has to send me an actuial check to recover my funds ******************** owe me.

   

   

  if aci refused to issue me refund check for both resolved disputes i will pursue to civil sue ******************** for amount aci owes me including attorney and court fees and addtional monetary damages to exceed 500,000

   

  citi bank instructed again aci must issue me a refund check for money owed to me and that citi bank is not in posscession of either credit my citibank is now closed as of  april, 2023

  no credits can be issued on a closed account and i am requesting two refunds in a refund check of what is owed to me.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20086209
  
  I am rejecting this response because:

   

  re-open my case with ACI Worldwide Corp due to new information as evidence documents recieved from citibank

  for resolution. Please forwared all docments in the attachments below to aci worldwide corp.

  
  
  

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

  

  Business Response

  Date: 07/28/2023

  Based on the attachments provided by **************, your card issuer, Citi, located the missing funds. ACI Payments is not in possession of the funds owed to ***************  ACI Payments suggestion is for ************** to contact her card issuing bank (Citi) to determine the location of her funds.

  Customer Answer

  Date: 07/29/2023

   
  Complaint: 20086209
  
  I am rejecting this response because:
    the evidence citi sent me and provided aci a copy thats states both charges were sent back to aci and cit is not in possion of my lost funds 

  and that aci owes me the funds in a refund check as i requested. 

• Initial Complaint

  Date:05/05/2023

  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.

  This complaint is against ACI ********* *** There was an unauthorized online payment made on my credit one bank credit card ending in **** on transaction date 03/18/2023 and amount charged was ******** TRACE # ********** This unauthorized payment debited from my checking account at financial institution sofi bank with my debit card ending in **** was used unauthorized to make this payment.This payment was never disputed with my bank it was charged with.i did submit a fraud report with credit one bank n.a with this payment debited from my debit card ending in **** and credited to my credit one bank credit card.After credit one bank did there investigation and completed it on april 27, ************************************************************************************************ **** s***e my financial institution checking account is closed now the *** payment of ******** was rejected from my financial institution s***e the account was already closed. s***e this payment was deducted from my checking account it is legally owed to me. I am requesting *** payments, *** to mail me an official check mailed to my mailing address in this bbb complaint as requested.my bank inform me that s***e my account is closed on april 24, 2023 that *** payments, *** would need to refund me in a check instead s***e my checking account is closed.i also reached out to credit one bank and spoke with ******* in the office of the president of credit one bank he can be reach at ************ who stated that they returned the payment back to *** payments, *** and that i would need to recover the ******** thats owed to me.please note if i dont recieve a refund check by june 5, 223 i will pursue to sue *** payments, *** and obtain a attorney to recover my funds ***luding additional monetary penalties.also i enclosed in the attachment of the response from creditone bank attempted to return payment to my financial institution but account was closed when refund was sent.

  

  Business Response

  Date: 05/17/2023

  ACI Payments research found that the consumer, *******************,initiated a chargeback on 4/24/2023.  In response to the chargeback, ACI Payments debited Credit One the amount of chargeback ($1,097.67) on 4/26/2023.  The funds were then passed from ACI Payments to the card processor, who in turn credited the issuing bank of ************** debit card.  In accordance with Mastercard rules, the issuing bank can hold the funds for a period of time to allow the chargeback to be disputed.  In this case, the dispute period ends on 6/4/2023. 
  
  At this time, neither ACI Payments nor Credit One are in possession of the funds owed to *************  The funds are with the issuing bank of ************** debit card waiting to be released.  ACI Payments has reached out to the card processor in an attempt to expedite the chargeback process. That request is currently pending with the issuing bank of ************** debit card.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20021622
  
  I am rejecting this response because:
  
  

  my sofi account is closed and no funds can be returned as sofi bank stated and credit one bank stated same facts.

  since my account is closed with bank

  i am requesting a refund check owed to me for 1,097.67

  on april 25, 2023  credit one bank returned the unauthorized payment back to ******************** and ******************** cannot send credit back to my debit card because that account is closed.

   

  this issue must be resolved and refund mailed to me to address in this complaint by june 5, 2023   

   

  with my evidence from sofi bank and credit one bank i will seek an attorney to sue ******************** for heavy monetary damages for witholding my own money paid to this company.

  Sitara (SoFi)
  May 18, 2023, 4:44 PM EDT
  Hello *****,
   
  I hope this message finds you well! This email is regarding your request to research a missing refund in the amount of $1097.67 (ticket # *******). Unfortunately, we have not received this refund from ACI **************** We do advise you to reach out to them to resolve this. If any refunds were sent upon account closure, they will then be returned to the sender. We greatly apologize for any inconvenience caused. This line of communication will be closed and no new replies will be received. We truly value your SoFi Membership!
   
  If you have any other questions or concerns, please contact us via chat or call ************. As a reminder, our *********** is available 24/7 and can assist with future questions through our mobile app and website. Thank you for choosing SoFi.
   
  Sincerely,
  The SoFi Team
  
  
  Sitara
  Member Service Representative, SoFi Money
  
  
  

   

  

  Business Response

  Date: 05/22/2023

  As stated in our initial response, ACI Payments is not in possession of the funds owed to *************  Following the standard chargeback process, the funds were passed from Credit One to ACI Payments to the debit card processor to the debit card issuer.  The funds owed to ************ are currently with the issuing bank of ************** debit card waiting to be released.  ACI Payments suggestion is to contact the issuing bank of ************** debit card using the phone number on the back of his card.  To assist with locating **************** chargeback case with the issuing bank of ************** debit card, please use ARN Reference Number 05436843077300209728219. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20021622
  
  I am rejecting this response because:
  
  

  because sofi bank recent conversation  **** stated to me they are not in poccession of the ******** that ******************** debited from my debit card ending in **** on 03/18/2023

  because the account was closed on april 24, 2023 and sofi do not have refund that aci payments said they sent to card processer.

  enclosed is a letter head from sofi bank as evidence on my behalf.

   

  sofi also stated they will not do a dispute on this charge because my account is closed and that i must recieved my funds from ******************** in a form of a check.

  on the june 04, 2023 expiration date of hold ******************** put on this payment hold i am requesting ******************** to issue me a check to mailing address in my bbb complaint is where i want my refund check

  mailed to me of ********   please note ******************** if a refund check is not mailed to my mailing address as requested on june 04, 2023 when the payment dispute hold is release from aci

  i will contact a legal lawyer to sue ******************** for more than 50,000,00 

  i am requesting ******************** to issue me a check for ******** after june 04,2023 and i must recieve this check owed to me no later than june 15,2023

  i must recieve a check by june 15,2023 to prevent legal action.

  as i previous stated including sofi bank letter head my sofi bank account is closed and no refunds can be process our credited to my sofi debit card used ending in # ****

  if ******************** have any further questions they should contact sofi bank in the letterhead for more clarity of this issue.

   

  

  Business Response

  Date: 06/06/2023

  ************ called into *** Payments Consumer Support team asking for assistance with locating the funds owed to him.  An internal ticket was opened for investigation.  An *** Paymentsrepresentative spoke with ************ on Friday, June 2nd, to discuss the issue.  The attached Chargeback documentation will be provided to ************ through the *** Payments Consumer Support ticket.  It shows that the chargeback dispute has been closed in favor of the Issuer and no further action is required by *** Payments.
  
  *** Payments suggestion is for ************ to contact his card issuing bank using the phone number on the back of his card.  The attached Chargeback documentation will assist the card issuing bank in locating the chargeback case and the location of the funds owed to *************

  *** Payments also opened a ticket with the card processor to trace the funds to the card issuer.  Any information gleaned from the card processor will be shared with ************ through the *** Payments Consumer Support ticket. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20021622
  
  I am rejecting this response because:
  
  

   

  even thou i recieved recipt proof from aci i still need to recieved confirmation from sofi that the credit of ******** is posted to my checking account.

  once this credit post i will than closed out my aci complaint intil than this complaint is not resolved because the dispute expiration hold from aci expired june 5, 2023

  which mean reall aci owe me a check for my funds owed to me in the event i cannot retrirve it from sofi

• Initial Complaint

  Date:02/01/2023

  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 made a payment of $$155 to the ************************ using their 3rd party contractor, ACI ************* on September 30 2022. *** successfully withdrew this money, but as of late 2/1/2023 has not sent my payment to the ************************. When I received a certified letter from the **** notifying me of this and the threat to garnish my wages for non-payment, I called the **** The representative I spoke to from the *** stated that "sometimes they [3rd party payment companies] receive the money, but it does not make it to us successfully." The representative stated I should call ACI directly to request a refund and utilize a different method to pay the **** I attempted to call 3 different phone numbers to resolve this issue with *** and was unable to reach a representative, the automated system was also unable to address the issue. I emailed ACI with a copy of all of my payment receipts and screenshots of the debit from my account on 1/12 and have received no correspondence.Here is some of the back and forth email still without resolution , they want me to go to Cash App and try and get money back.On Mon, Oct 17, 2022 at 4:12 PM, *********************** <********************> wrote:Good Afternoon I am writing in regards to a online payment I made thru your payment system of $155 on September 30, 2022 to the ************************. The payment had not processed and would like a refund or can you apply to my *** account. Name ***** and *********************** ************************ Date of Payment $155 Payment Date September 30, 202 No confirmation number available Please advise of next steps. I look b forward to your response. Thanks ***********************

  

  Business Response

  Date: 02/15/2023

  ACI Payments records show that ******************* transaction to the *** processed successfully through our payment system on 9/30/2022.  The consumer contacted ACI Payments Consumer Support Team on 10/31/22 to inquire about the transaction.  All the information provided with the transaction was confirmed as correct by the consumer.  ACI Payments submitted an Update to the *** on 10/31/22 to let them know the consumer inquired about their payment not being applied to her *** Account.  The *** responded with a request to review the information provided by the consumer with the transaction again.  By this time, the consumer had already filed a dispute on the payment.  ACI Payments Consumer Support Team has tried unsuccessfully to contact the consumer several times and has been unable to leave a message due to a full voicemail. 
  The consumer submitted a chargeback on 11/10/22.  The consumers financial institution (CashApp,based on the consumers comments) is responsible for crediting the consumer back since she submitted a chargeback.Please call ACI Payments Consumer Support Team at ************ to further discuss this issue.
  

  Below is a history of ACI Payments attempts to contact the consumer to assist in resolving this issue:
  
  Phone Call and Charge Back Info
  10/31/22 Consumer called in to ACI Payments and verified her information was correct.  ACI Payments submitted an update to the *** to inquire why the payment wasnt posted.
  11/22/22 *** responded asking us to confirm the taxpayers information again.  ACI Payments did not contact the consumer because a chargeback had already been filed by the consumer on 11/10/22
  
  Email Correspondence
  10/21/22: Consumer emailed us a copy of her confirmation page.
  10/21/22: ACI Payments emailed back that her payment was successful and sent to the *** for posting.
  10/28/22: Consumer states she wanted to check on payment.
  11/1/22: ACI Payments responded that we had submitted the update to the *** to verify her payment.
  11/4/22: Consumer stated her payment has not been reflected on her account. She called the *** and they stated they have not received the payment.
  11/14/22: ACI Payments responded that our records indicated that the transaction was disputed by her FI. ACI Payments advised consumer to reach out to her bank for any further assistance.
  12/13/22: Consumer Email:  "Inquiring on payment sent by your company and payment has not been credited.  Cash App states they sent funds, do I need to contact BBB to get the funds applied. Cash App not refunding monies because they state you have funds.  What is next course of action. I just want the payment to be applied. Do I need to contact your **************** for resolution."
  12/14/22: ACI Payments Response: "It appears you disputed this charge with your financial institution. They will typically issue a temporary credit for you until our processor sends the funds to them. You will need to work with your financial institution to locate the funds. We did attempt to reach out to you, but your VM is full. Please let us know if we can assist further. You can contact us at ************.  Thank you."

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18967485
  
  I am rejecting this response because: I contacted Cash App and they did not issue a credit or give me my money back; they stated that the funds were transmitted on your site processor and that you ACI 

  payments should be held liable for giving me a refund and refused to give credit.  I did not even want to pursue getting money from Cash app because they are not responsible for refunding monies since it was sent through your processor. I am requesting my $155 from ACI payments because when we initially called, they ensured me that the funds have reached IRS and they should be the ones to refund the monies not CASH APP.  Need to refund ASAP, customer service is horrible, and I keep explaining to ACI that the money was never credited to IRS.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/23/2023

  ACI Payments Consumer Support Team received confirmation from the consumer that the issue has been resolved.

• Initial Complaint

  Date:01/11/2023

  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 paid my First Premier credit card bill and used the *** payment service on 1/9/2023 and received a confirmation receipt and the money subtracted from my account. I have called *** over 7 times today had no customer service person can find the payment and they directed me to email customer service and that no one at the number listed online for payment inquiries can help me. The money has not been received at First Premier Credit Card and *** keep giving me the runaround.

  

  Business Response

  Date: 01/12/2023

  PREMIER Bankcard has been experiencing a 2-3 day delay with the *** payments being updated to the cardholder accounts due to a technology issue. Our ********************************* is diligently working with *** to resolve the issue as quickly as possible. Any payment that was delayed will be backdated to the original date the payment was made. Thank you for your understanding. 

  *********************, Director of Payments

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

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

• Initial Complaint

  Date:12/19/2022

  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 made a payment on 10/12/2022 through ACI to the California ********************* Business Entity Taxes in the amount of $848.12 with confirmation number ******. You can imagine my shock when I received a letter from the tax board saying I hadn't paid my taxes and they had been charging me interest. I immediately called the tax board and they said they had received no payment from ACI. I then called ACI and was told they could see the payment had processed but couldn't tell me if it actually was received by the tax board. They then said to send an email and someone would return my email promptly. I have sent three emails in three weeks with no response. I have called in and been told the same thing. The tax bill is now over $1,000 and continuing to accrue interest and there seems to be no hurry on ACI's end on fixing this problem.

  

  Business Response

  Date: 12/20/2022

  The payment was successfully processed by ACI and the payment funds sent to the California *******************.  We contacted the consumer (***********************) to review the information he entered when the payment was processed. Upon review, the *** was entered in the State Entity ID field which could cause the California ******************* not to be able to apply the payment to Mr. ******* account. We are providing **************** with a Letter that explains the issue so he can provide it to the California ******************* which should assist them in applying the payment to his account.