Consumer complaint received 2023-07-15
Company: FISERV INC.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
I tried to resolve this issue where I went to XXXX to send my mortgage company a payment due no later than XXXX XXXX and paid to have this money transfer completed with that stipulation. My receipt also showed the money transfer would be sent to my mortgage company " no later than XX/XX/XXXX. '' However, they did not send the money transfer until XX/XX/XXXX, causing my mortgage to lapse into a pre-foreclosure status since the agreement was to always make the payment " no later than the XXXX '' of the month. If I would have known the contract with XXXX and CheckfreePay to pay " no later than XX/XX/XXXX, '' I would have used a different method to send the money. However, I was assured that it would not be a problem since my receipt also showed that date. See below where XXXX refused to see they made an error in providing such receipt where their vendor did not keep that date. Complaint Details My mortgage company required that I send in the mortgage no later than XX/XX/XXXX. I asked the cashier for a XXXX for same day. She said the amount was {$1.00}. I said isn't it normally about {$10.00}. She said no, that it would be {$1.00}. Instead after I realized they were checkfreepay, and my receipt also stated CheckFreePay I called them to be sure my payment would be sent to my mortgage company on XX/XX/XXXX. The receipt did show it would deliver the amount " no later than XX/XX/XXXX. '' However, Checkfree did not deliver the amount on XX/XX/XXXX causing my mortgage company to request all three months due which is an additional {$3300.00} and am requesting CheckFreePay or XXXX to pay that additional amount for breaking their contract with me.. It was detrimental that both XXXX and CheckFreePay keep the agreement that was shown on their receipt of XX/XX/XXXX. However, it is now XX/XX/XXXX and CheckFreePay still has not delivered the payment to the company and requesting any additional amount be provided by CheckFreePay and/or XXXX for not making the payment as their receipt indicated which is a contract to do so. XXXX thinks a late fee of {$49.00} would help but it won't because my mortgage company expected the money on XX/XX/XXXX and no later to keep my account out of default. I trusted XXXX and XXXX to keep the date of XX/XX/XXXX and now I am to suffer for it. Desired Outcome/Settlement Desired Settlement : Refund None Provided From the Consumer on Friday, XX/XX/XXXX Complaint : XXXX I am rejecting this response because : XXXX and CheckFreePay refuse to look at the receipt where they promised to pay no later than the XXXX of XXXX. I was pretty it would be paid that date and my receipt shows that! They caused me adverse effects where I had to get the rest of past due to avoid foreclosure. If my receipts show my mortgage money would have been paid after that date, I wouldnt have used these methods. They keep skipping that fact!!! I will also report them to the Consumer Financial Protection Bureau. The readon my husband XXXX XXXX ( not XXXX XXXX returned is to pay the balance. He asked for XXXX not checkfreepay but XXXX doesnt tell you which one youre using. They did it that time because of everything that had happened. However, the second time was to fix the fact the my payment was not completed on the XXXX as XXXX receipt showed it would have been. Stop adding irrelevant information and trying to blame the victim, us, because the payment was not received per the date on your receipt. You cant give a receipt with a specific date and change it at will. That receipt was a contract you should have kept to pay no later than the XXXX as YOUR receipt showed. Sincerely, XXXX XXXX From the Business on Wednesday, XX/XX/XXXX XXXX received XXXX XXXX XXXX rebuttal arising from her original XXXX XXXX XXXX complaint. We regret that we were unable to provide a satisfactory resolution to her concern and appreciate her additional feedback. Per the transaction and contact history, XXXX XXXX XXXX did get record of the transaction and aware that the payment went through CFP. XXXX XXXX will need to contact XXXX directly regarding her concern. At this time, our response remains unchanged and XXXX considers this matter closed. If either of you have any further questions or comments, please feel free to contact us. Sincerely, XXXX XXXX From the Consumer on Wednesday, XX/XX/XXXX Complaint : XXXX I am rejecting this response because XXXX and XXXX refuse to take accountability for their mishap. Further escalation will be made through other avenues. Sincerely, XXXX XXXX From the Business on Friday, XX/XX/XXXX XXXX received a XXXX XXXX XXXX complaint from XXXX XXXX XXXX regarding her recent contact. We thank you for the opportunity to address XXXX XXXX concerns and appreciate the time she has taken to provide us. After XXXX received XXXX XXXX, we reviewed her account and order history. XXXX XXXX sent her mortgage payment via XXXX and processed through CheckFree. Per the customer, she was not aware the payment was processed through CheckFree. As a result, Checkfree did not deliver the amount on XX/XX/XXXX causing her mortgage company to request all three months due which is an additional {$3300.00}. After checking this with the store, Check Free told the associate and customer on speaker phone that the payment will be processed on XX/XX/XXXX. The associate took Check Free agent 's direction and XXXX XXXX received the same information as the associate. According to the store, our associate contacted both Check Free and XXXX XXXX to discuss the {$49.00} late fee, which the store agreed to cover as a gesture of goodwill. On Tuesday, XX/XX/XXXX, XXXX XXXX confirmed the one-time late payment processing. However, when XXXX XXXX returned the following week to make the same payment, he was informed multiple times that the {$1.00} fee was for next-day posting, while the {$11.00} fee was for same-day posting. According to the store 's records, XXXX XXXX initially agreed to next-day posting but later changed his mind after reviewing the receipt. Consequently, the transaction was canceled, and the payment was then processed using same-day posting. We have already contacted Check Free Pay on XXXX XXXX 's behalf. In addition, Check Free confirmed XXXX XXXX have submitted an escalation with them directly. We had reached out to XXXX XXXX on XXXX Again, we thank XXXX for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us. Sincerely, XXXX

Company response to consumer: Closed with explanation