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:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying this vendor every month since April of 2022 $75 towards my federal taxes arranged payment plan and I have been trying to contact both phone and email with no response. Recently I have been since a letter from IRS stating that only 2 payments have been placed on my account, this is thief.

  

  Business Response

  Date: 11/29/2022

  ACI Payments records show that Nakishia Copper initiated 7 transactions (3/30/22, 4/29/22, 6/5/22, 7/30/22, 8/30/22, 10/2/22, and 11/2/22) to the *** through our payment system and all 7 processed successfully.  ACI Payments Consumer Support Team left a voice message for the consumer on 11/21/22 requesting a return call to review the information entered with the transactions.  Our records show that the same *** was entered with each transaction,but a different last name was entered on 2 of the transactions.  The *** is the unique identifier used by the *** to apply payments to taxpayers accounts.  If the *** entered is correct, the *** has the funds, but has not yet applied them to the consumers account.  The *** is responsible for applying payments to the taxpayers account and has been known to take an extended amount of time posting payments.  Please call ACI Payments Consumer Support Team to review the information provided with these transactions or contact the *** directly at ************** for Personal Tax inquiries. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18444474
  
  I am rejecting this response because: the vendor has not called me and I have records for the *** showing that they only have 2 payment (April and June)
  
  Sincerely,
  
  Nakishia Copper

  

  Business Response

  Date: 12/12/2022

  ACI Payments Consumer Support Team attempted to contact Nakishia Copper again on 12/2/2022 to address this matter.  A voicemail was left on the number provided with this complaint.  Please call ACI Payments Consumer Support Team at ************ to review the information provided with these transactions.
  

   
  

• Initial Complaint

  Date:10/17/2022

  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 writing this complaint to inform ACI that 3 out of my 4 payments never posted to the ******************* and the state has withdrawn funds from my personal bank account due to non-payment. The total amount in question is $45,941. I filed jointly with my wife ***************************. I have been trying to speak to customer service but they refuse to provide any assistance and place me on hold only to be hung up on after waiting for several hours. My confirmation numbers are 05116D, ******, 08766D.

  

  Business Response

  Date: 10/19/2022

  ACI Payments confirmed the three payments in question processed successfully, and the funds were sent to the *******************.  An ACI Payments consumer support representative contacted ************* to review the payments and verified the information provided was correct.  ************** was provided with receipts for his payments so he can work with the ******************* directly to have the payments applied to his CFTB account.

• Initial Complaint

  Date:10/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/15/22, I submitted an online payment using ACI Worldwide, **** for payment of income taxes to the ****************** of ******** A payment of $2400 and service fees of $56.40 were charged and collected from my Citibank credit card on this date (please credit card statement attachment). I did not receive a confirmation email for this transaction and did not realize the payment had not been transmitted to the ****************** of ******* until I received a letter on 9/16/22 stating I had an outstanding payment due (letter attachment). I submitted 2 email inquiries (8/31/22 and 9/19/22) to ACI Worldwide **** that remain unanswered. I also contacted an ACI customer service representative by phone who advised that since I had no confirmation number, they could not assist me further. The representative did state that ACI has had some issues with processing of payments during the time that I tried to process my payment. I am requesting a refund of $2456.40 that was collected by ACI Worldwide on 4/15/22, but never paid to the ****************** of ******** Thank you.

  

  Business Response

  Date: 10/19/2022

  ACI Payments confirmed the payment in question processed successfully and the funds were sent to the ****************** of ********  Our records show that an email confirmation was sent to ********************* on 4/15/2022.  Based on ACI Payments review of the information provided with the payment, it appears ******** entered her SSN,instead of her spouses SSN.  This may be the reason the ****************** of ******* has not applied the payment. 
  An ACI Payments consumer support representative attempted to call ******** but was not able to get through using the number listed with this complaint.  An email containing the payment verification information was sent to ******** on 10/17/2022.  We advise ******** to contact the ****************** of ******* to submit the proof of payment and explain the incorrect SSN was provided with the payment so they can correctly apply the credit to her account.

  Customer Answer

  Date: 10/20/2022

   
  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:10/11/2022

  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.

  my complaint is that i am unable to make a Speedpay an ACI Worldwide Company i get an error message when trying to make an online payment using my debit card to pay a bill to one united bank account number # ******************* last four digits of social security number # **** this is the message i recieved when trying to make an online payment:There's a problem on our end. Please wait a few minutes, and try again. If the problem continues, contact One United Bank.as i contacted one united bank i was advised to contact aci worldwide to get retriction lifted so i can make payments.this is a new account from one united bank and should not be a retriction on my file.

  

  Business Response

  Date: 10/18/2022

  ACI Payments reviewed the list of *************** consumer accounts that can be paid through the **************** with our client and worked to have it updated to include ************** new account.  ************ is now able to submit a payment using the ****************.

  Customer Answer

  Date: 10/20/2022

   
  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.
  
  

  aci made corrections so i can make speedpay payments to my oneunited account 

• Initial Complaint

  Date:09/08/2022

  Type:Product 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 made my federal tax return payment through *** ********* *** on 4/13/2022 and received an email confirmation with confirmation number *******. I then received a letter from the *** attempting to collect the full taxes owed in June 2022. I called the *** customer service phone number, it is only an automated payment line. I emailed the customer service email on 6/17/2022 for help and received no response. I emailed them again when I realized the error I had made, I typed one number wrong of my husband's SSN when submitting the form. I understand this was my mistake, but this company took the money from my bank account and held it, delivering the payment nowhere and never informing me there was any issue. I informed them specifically what the mistake was by email and sent another request for help on 7/18/2022. They then wrote me back stating that they had responded to my 6/17 email (they did not-I checked my spam folder). They said the matter would be resolved and to give the *** time to process. I just received another letter from the *** dated 9/6 requesting payment. With penalties and interest. I am so stressed. I will never use this company again. They have not offered to put the money back in my account so I can send the payment a different way. At this point *** payments *** owes me $2351.98 if they cannot get the money to the ***. This has been a total nightmare.

  

  Business Response

  Date: 09/13/2022

  ACI Payments received ***************** emails and reached out to the *** in June on her behalf to have them update the payment.  ACI Payments records show the consumers April payment processed successfully, and the funds were sent to the ***. Because the consumer made an error when entering the primary SSN, the *** was unable to post the payment to the consumers account.
  
  An ACI Payments Consumer Support Lead has followed up with the *** again requesting that they update the payment as soon as possible.  The Consumer Support Lead also attempted to contact ****************** by phone and email to explain that the *** is responsible for applying payments to the taxpayers account and has been known to take an extended amount of time posting payments.  The *** can be contacted directly at ************** for Personal Tax inquiries. 

  Customer Answer

  Date: 09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.  I hope the payment can be applied, I had called the *** in June when the first letter was received and was told to contact ACI. Thank you for the response, I did also receive an email. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/03/2022

  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.

  On the date of 7/26/2022 I paid my Premier Credit card bill via ACI pay. After seeing that the money was never received by Premier. I called them on 7/28/2022 and they stated they had not received my payment from ACI pay. The payment was for $100 USD. I was told that maybe it hadnt been sent over yet and to wait til Monday. As today 8/3/2022 there has been no payment received by premier from ACI pay on my behalf. I contact them Via email 4 days ago with no response. Whatever they have done has not only set me back on my bill but also caused a derogatory **** to be put on my credit report for a late payment. I have had no email response and no calls from ACI. They havent attempted to reach out at all. The same email Im using here is the same email I used to contact them. At this point in time I am requesting a refund and if not received in a timely manner I will seek legal action for the damages caused to my credit profile because of them.

  

  Business Response

  Date: 08/09/2022

  The consumer, *************************************, entered a payment in the amount of $100 on 7/26/2022 to *******************.  ACI ********* ****s records show that payment processed successfully.  After reviewing the payment information provided by the consumer with ******************** it was discovered that the consumer entered their 16-digit credit card number incorrectly.  The 11th and 12th digits of the card number were transposed causing the payment to post to another consumers account.  ******************* was able to transfer the payment to ************************************* account and back date the credit to 7/26/2022.  ******************* informed ACI ********* **** that a letter regarding the action taken was sent to their consumer, ************************************** 

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17667214
  
  I am only rejecting this response because I reached out over a week maybe 2 weeks ago at this point with no response. It would appear this issue was fixed nonetheless I received no communication from ACI payments after reaching out to them regarding the matter. I will accept this however because of the lack of communication I will no longer use ACI pay 
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 08/17/2022

  ACI ********* **** received *************************************' email to our general **************** Mailbox on July 30, 2022.  While in the process of researching the issue with our client, ************************************* submitted BBB complaint #******** on August 4, 2022.  ACI ********* **** responded to the BBB Complaint with the resolution of the issue on August 9, 2022.  The issue was then marked as resolved in our **************** system based on the knowledge that the BBB response would be sent to the consumer, as well as a letter from ******************* regarding the action they took to move the credit to *************************************' account.

• Initial Complaint

  Date:07/12/2022

  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.

  I used this company to pay my *** taxes for this year. I made a payment to them on April 15th then received a **** from the *** in June. ACI cannot be reached over the phone, only with multiple request for them to call you via email. The one time someone called me they were obviously working from home based on back ground noise. I am filing a dispute with my bank today to have my ******* returned. I have sent an email to the company to let them know this and that if my money isnt returned I will pursue legal action for my money.

  

  Business Response

  Date: 07/19/2022

  The consumer, ***********************, emailed ACI Payments on 6/16/22 after receiving a letter from the *** stating their taxes had not been paid.  A call center supervisor reached out to the consumer to review the payment information submitted to make sure it was correct (i.e. SSN, *** Form Type).  Upon review of the payment information, it was determined that the payment type was entered incorrectly. The payment type listed on the payment was *** Estimated 2022 and it should have been *** Estimated 2021.  ACI Payments offered to contact the *** and request that the payment type be corrected, so the payment could be applied to the consumer's account.  The consumer advised they were going to dispute the charge and re-submit the payment using another payment method.  Once the dispute is processed, the funds will be returned to the original payment instrument.
  

  Customer Answer

  Date: 07/20/2022

   
  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 as long as the payment is returned in a timely manner 
  
  Sincerely,
  
  ***********************