Complaints

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

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  Harland Clarke Corp.

  San Antonio, TX 78256-2589

• 

  Harland Clarke

  239 America Place Jeffersonville, IN 47130

• 

  Harland Clarke

  1910 Campus Pl Louisville, KY 40299

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:03/09/2023

  Type:Delivery 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 ordered check via the Hartland ***** phone number. During the order process I requested tracking. Apparently this did not get picked up via the voice system. The checks were mailed according to the customer service person on Feb 15. As of today the checks still have not arrived and there is no way to track the checks Harland ***** indicated I need to contact the bank to report the issue. I did that. The bank has placed a "stop payment" on the checks. This has to be renewed every 60 days as long as the account is open. If the checks happen to show up, I have to go to the back to get the stop payment removed from the lost check numbers. The prior order that I placed did not have the tracking. I assume that this is the source of the issue.

  Business Response

  Date: 04/28/2023

  Thank you for advising ** of ************************* concerns.  Our records show that ************** placed an order on February 11th for a product that is not eligible for trackable delivery, and we apologize for any confusion this may have caused.  We are reviewing our internal processes for improvement opportunities.   

  **************** order shipped on February 15th via non-trackable First-Class delivery, with an approximate delivery timeframe of 8 - 10 business days.  We have advised ************** that the order was not returned to Harland Clarke and, consequently, is considered lost in the mail.  ************** has contacted her financial institution and will be closing the account.  As a business courtesy, we issued a credit for $63.90 on March 21st for her February 11th order.  We apologize for any inconvenience this may have caused ************** and appreciate the opportunity to respond to her concerns.

  Customer Answer

  Date: 05/01/2023

  Complaint: 19559202
  
  I am rejecting this response because: They have not completed the investigation into this issue.  I had requested tracking when I placed the order.  What are they going to do to ensure that tracking is provided on future orders?  I feel that the system did not capture the tracking because I prior order was placed without tracking.  
  
  Regards,
  
  *********************

  Business Response

  Date: 05/25/2023

  As we noted in our initial response to **************, we reviewed our internal processes for improvement opportunities. Since providing our initial response, we completed that review and have made changes to our internal processes to resolve the issue she encountered for future orders. We appreciate her feedback, as well as the opportunity to address her concerns and improve our customer experience.

• Initial Complaint

  Date:03/07/2023

  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.

  My bank recently merged with another and changed the check provider to Harland Clarke. I ordered checks and changed the starting number to be in sequence with the ones I currently have. They came in incorrect and it is impossible to contact Harland Clarke. There is no option to talk to a human, and when you follow the prompts for assistance it refers you to the website and disconnects.

• Initial Complaint

  Date:02/27/2023

  Type:Delivery 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.

  Checks were purchased on 2/14/23 and expedited delivery was paid for with a delivery date of 2/21/23. Initial tracking number showed item was shipped late in the afternoon of the paid for delivery date (2/21). It is now 2/25, and the checks are still missing. Would like replacement checks to be expedited and a refund of express charges as you did not deliver.

  Business Response

  Date: 03/31/2023

  On behalf of Harland Clarke, we apologize for any inconvenience ********************* may have encountered with her recent check order experience.  **************' order was placed on February 14, 2023 and shipped without incident on February 17, 2023 with a standard delivery option that provided an estimated delivery date. We reached out to the email provided and received a response from *************************** who identified as **************' daughter. In our contact with ****************** on March 21, 2023, she confirmed the order was not received; therefore, the order would be considered lost in the mail. We encouraged ****************** to notify the bank of the lost order to allow appropriate next steps for the security of the account. Per ********************** request we placed a reprint with expedited delivery at no charge. The tracking information for the reprint confirmed delivery on March 22, 2023. Thank you for allowing us to respond and help with ************** and ********************** concern.

• Initial Complaint

  Date:02/24/2023

  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.

  In November of 2022 we noticed on our USAA banking statement a ****** Clarke check written and forged in the amount of $49,500 from our savings account, a ****** ********************** payment of $55.00 posted several days after the savings account was breached on our checking account. We did not authorize either of these payments. We contacted USAA to report the fraud and they stated their records showed no USAA bank authorization to allow those checks to be printed from our savings account and that the ********************** were mailed to a ***** ******* address. We live in ************. Since we have never used/written checks from our USAA savings account (only do transfer to checking) we can conclude from this that there is employee/employees who committed this fraud. We sent a letter to the ******* attorney generals office and they are investigating the bank ***************** ***** since the check was for deposit into their account. USAA after much time and energy spent by ** has returned the ****** Clarke fraud amount of $55.00 to our checking account and the checking account monies of $49,500.00. to a new savings account. The fact we have purchased our checks through ****** Clarke in the pass this makes ** extremely concerned regarding our personal banking information has been compromised because of ****** Clarke's lack of security not ours. We are senior citizens and we did nothing to cause this problem. We would like a apology for this fraud attempt and to hear what ****** Clarke is doing to handle this fraud from happening to other customers of ****** Clarke. We would like consumers to be aware of this and that they should be checking their banking often.

  Business Response

  Date: 03/09/2023

  We are very sorry to hear of Mr. and ********************** account compromise. In our review, the subject check order was placed on November 15, 2022 via Mr. and ********************** USAA online banking, which is an authenticated order entry method.  Once a person provides authentication information to access online banking, this order entry method allows for change of address and goes directly to print without any Harland Clarke employee involvement. We respectfully agree that notification to and resolution from USAA were the appropriate next steps for resolution. We appreciate the opportunity to respond to ********************** concerns.

  Customer Answer

  Date: 03/10/2023

  Complaint: 19454840
  
  I am rejecting this response because: In our discussions with USAA to resolve this fraud they made it clear that the checks ordered on November 15, 2022  were never  authorized by USAA through our on-line banking.  So who do we believe?  The fact those checks were mailed to an address that is less than a mile from a ****** Clarke manufacturing facility is also suspicious.

  I find it troubling that ****** Clarke chooses to contradict what USAA told ** and say everything that happened with these checks was not their problem.  I can only ********************* Clarke customers be made aware of this complaint so they may protect themselves and their banking accounts from being clear out by unauthorized ****** Clarke checks.  Make sure to check your banking statements often.  
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/20/2023

  Check orders are received and processed through a secure connection between your financial institution and Harland Clarke.  Harland Clarke receives orders only after the account holder is verified by the financial institution and those orders are processed electronically; there is no human involvement by Harland Clarke until after the order is printed and then packaged for shipping.

  Sincerely,

  Harland Clarke

• Initial Complaint

  Date:02/22/2023

  Type:Delivery 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.

  Ordered checks end of January 2023. They shipped on 2/7/2023. The checks have gone from ***** to ******* to ******** to ******* where u live back to ******** and now back to *******. This has been going on for 20 days. No one at Harland has any answers. I am disheartened that my checks are floating around and anyone could have them at this point. I really need to know where they are and what can be done to get them. I have to now go to my bank and have them get me checks. Another expense and more wait time.

  Business Response

  Date: 03/14/2023

  We appreciate Ms. ************************* feedback on her recent check order experience and apologize for any inconvenience she may have encountered.  Attempts were made to contact ********************************* via phone and email to gather more information and assist with her concerns.  On March 6, 2023, ********************** responded back and confirmed receipt of her order.  In addition, the tracking number shows her order was delivered on February 25, 2023.   However, for her inconvenience, a full goodwill credit was submitted back to her **** credit card in the amount of $33.40.  Thank you for allowing us to address her concerns as we continue to review our internal processes for improvement opportunities.

• Initial Complaint

  Date:02/20/2023

  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 opened a new checking account. That provided me with my first checks free. I went on Harland Clarkes website to see what it would cost me if I in the future needed to reorder checks. I had to enter my router # and account but never placed the order when I saw the price. That was on Feb 6, 2023. Today, February 15th, 2023 I saw that my account was debited $24 charged for checks that I never ordered and were still sitting in my cart when I went back and checked the website. I want a full refund as I did not order these checks and my account was charged fraudulently by Harland Clarke Corp. Additionally you are unable to speak to a representative as your other documented complaints have stated and at the end of the call when you request to speak to a representative it hangs up on you. This has scam written all over it and I will contact the necessary authorities if this is not resolved immediately!

• Initial Complaint

  Date:02/17/2023

  Type:Delivery 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 02/07/2023 I ordered new checks from Harland Clarke Corp. directly through their online ordering service rather than through my bank. I will never do that again. As of 10 days later I have no checks and cannot get through to a real person to discuss what has happened. No e-receipt was ever sent to my email. No charge is showing ** in my bank account even though the automated service says the order was placed but cannot tell me whether checks are printed and/or what day they were sent out. I'd like my order cancelled immediately without any penalty fees and any expenses extracted from me by Harland Clarke Corp for their promised yet not yet delivered checks to be reimbursed in full immediately.This is an appalling and unacceptable business practice particularly as this is related to the security of one's personal finances. I'll never do any direct business transaction with this unprofessional organization again.

  Business Response

  Date: 03/08/2023

  We appreciate Mr. ******* feedback on his check order experience and trying to contact Harland Clarke.   In our contact with ****************, it was concluded that the order he attempted online was not completed, which is why he did not receive the email confirmation, was not charged, and did not receive the order. **************** confirmed the bank assisted with placing an order which he did receive. Thank you for allowing ** to respond and help with Mr. ******* concerns. We apologize for any inconvenience he may have encountered and continue to review our internal processes for improvement opportunities.

  Customer Answer

  Date: 03/08/2023

  Complaint: 19423163
  
  I am rejecting this response because according to Harland Clarke's automated answering service the order WAS confirmed completed on a specific day.  In trying to explain this twice to the polite woman who took my complaint I felt maneuvered away by her from that exact statement.  The only apology I received was "I'm sorry you had that difficulty" in the spirit of the error being all of my own mistaken procedure.  In other words, Harland Clarke never took the blame.

  So: 

  a) either the communication did not go through to them as a result of a glitch in their system, or

  b) someone at their place of business registering the recorded message failed to pick up the ball and get the check order done.

  When I stated that it was impossible to get a human person to talk with regarding whether or not the order had fallen through the cracks, I received the same response which I have seen registered on BBB's site for over a year that they "are aware of the problem and trying to remedy it".

  Through my own personal efforts to correct their mishap, I contacted my bank who did ultimately take care of Harland-Clarke's  mistake, by stopping payment on the initial order, reordering the checks for me a second time which I got very quickly and I am satisfied with my bank's action and only THAT result. 

  I don't want to deal with this any longer because through my own efforts and the investigation of BBB I now have what I originally needed.

  A word of warning to those needing check printing:  Do not go directly to this businesses site.  Have your financial institution handle it for you.

  From now on I will never do direct business with Harland Clarke again.

  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/17/2023

  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 placed an order with Harland Clarke for some checks and I also ordered some labels. When I received the order my labels were incorrect and I have been trying to resolve the error and I am unable to get a person on the phone to resolve the issue. The document included in the package stated that I should contact the company if I am not completely satisfied and they would replace or refund my money. They also stated that I should review my order and verify all of the information to ensure that it is correct.I have called the number several times and I am referred back to my credit union and my credit union is not help. I want to get my order corrected and don't feel I should have to re-order and pay for another set of labels.

  Business Response

  Date: 03/01/2023

  We appreciate **************** feedback on her experience in trying to contact Harland Clarke. We apologize for any inconvenience she may have encountered and continue to review our internal processes for improvement opportunities.  We advised ************** that we issued a goodwill credit for $23.36. As a courtesy, we also sent her a corrected replacement order of address labels.  Thank you for allowing us to respond and help with **************** concerns. 

  Customer Answer

  Date: 03/05/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/16/2023

  Type:Delivery 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.

  Paid for Harland checks and they still havent arrived.. takes a month before you get your checks!So, I guess they ship by Donkey Express. The poor animals have to carry a burden of ***** lbs 210 miles across the hot, arid desert which takes several weeks. Then the crews have to deal with Mexican outlaws who raid the donkey lines for money or jewelry. Sometimes a Harland check-carrier falls ill or dies on the trail, making the arduous journey worse! Yes, your checks will arrive in 12, 14, or even 30 business days (the handlers get 2 days of rest every week). The president of Harland says, That mode of delivery was fine enough for Grandpa so its fine enough for me.

  Business Response

  Date: 04/05/2023

  We appreciate ****************** feedback on his recent check order experience and apologize for any inconvenience he may have encountered.  Attempts were made to contact **************, but we were unable to reach him with the information provided.  We'll be happy to assist if updated contact information is provided.
  
  
  Thank you
  

  
  

• Initial Complaint

  Date:02/16/2023

  Type:Delivery 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.

  As other ordered checks , never arrived and customer service is non existing and hangs up so NO way to get relief.For a check printing company its unheard of and should be required, as my bank has no way to help.

  Business Response

  Date: 03/08/2023

  Thank you for advising of ************************ concerns.  In our review, Mr. ********* order was placed on February 1, 2023 and shipped the same day with non-trackable standard **** delivery; approximate delivery timeframe of two weeks. We confirmed the order was not returned to Harland Clarke and, consequently, is considered lost in the mail. As a business courtesy, we requested a credit for $22.52 on March 1, 2023 for the February 2023 order. The credit will post to ************************ account within two weeks. Harland Clarke respectfully recommends, for the security of the account, that ******************** contact his financial institution, San Francisco ****************** if this has not already been done, for help with placing a stop payment on the lost check order and or any other precautionary measures his financial institution may recommend. We recently implemented a change with our contact center consumer phone line that ******************** would contact for inquiries and reorders. The line directs consumers to our digital channels (web or phone automated system) and/or his financial institution for order status updates. We apologize for any inconvenience this may have caused ******************** and appreciate the opportunity to respond to his concerns.