Consumer complaint received 2022-02-23
Company: Certegy Holdings, LLC
State: MI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I walked into an XXXX XXXX XXXX retail store to pay my XXXX XXXX bill on XX/XX/XXXX. I gave my XXXX XXXX XXXX bill to the manager to process by payment for the month of XX/XX/XXXX. I submitted my driver license and my personal check for payment. After about 5 minutes the manager handed my a receipt and notified me they were not going to accept my personal check. I was informed the company they use ( Certegy Check Services ). They told me that based on information provided by Certegy Check Services they could not process my check. I asked on what basis was my transaction denied. I was told Certegy provides authentication and risk management services to merchants. On the receipt it informed my of my rights to receive a free credit report. So I left the XXXX & XXXX retail establishment and came home to call Certegy 's XXXX phone number to attempt to find out why my check was denied. I call and a person told me they did not have access to my account information at the bank, my credit report or any financial information about me. I asked how Certegy make a decision to advise XXXX XXXX XXXX not to accept my check. I was not given any information as to how they make these decisions about consumer transactions. I was told the same information which is on the receipt XXXX XXXX XXXX gave me which doesn't explain their criteria for making check payment process. I asked for a supervisor, I told supervisor I had sufficient funds available in my checking account to cover the amount to pay my bill. I also advise them that a month ago I went into the same retail store and they processed the payment for the XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX I asked what could change in less than 30 days? 
They could not provide me with an explanation other than authentication and risk management services. I explained I have paid my bill to XXXX XXXX XXXX not time with no late fee 's associated with my XXXX XXXX bill/account. I have more than enough funds to cover the transaction, with savings and money market funds available if necessary to cover any transaction, with a credit score of XXXX. They told me they did not have access to this type of information regarding my bank account. So I aske again what criteria they used to not process my check. They just read me the information on the receipt again regarding authentication and risk management. I told them I needed more information and they could not explain how they determined my check should be processed. I also called XXXX XXXX XXXX and explained what happened and the same information based on Certegy criteria is who made the decision not to process my check for payment. XXXX & XXXX always tries to get me to go online and pay my bill. However, I am not comfortable with this method. They also want a {$5.00} fee for calling an associate to pay your bill by phone. I had always mail my check. But with the US Post Office changes I was afraid the payment would not be received by due date. 
I am concerned that a company like Certegy could make a uninformed decision not for a company to cash my check. As I explained to Certegy I have NEVER had a check denied for payment in my LIFE. 

Therefore I slept on it and decided to write to you to ask your option. Please, let me know what your thoughts are. I would send you a copy of receipt but my check account number and bank routing number are on the receipt. Thanks for any explanation you can provide. However, I feel this is not right. When a person who shouldn't have any issues and never had any issues using personal check to pay for goods and services are denied use of what I believe is considered legal currency. Let me know if you need additional information. Thank you. XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation