Consumer complaint received 2018-05-12
Company: Fidelity National Information Services, Inc. (FNIS)
State: NE
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Confusing or missing disclosures

Complaint:
XX/XX/XXXX- For years I have cashed my Social Security XXXX check at XXXX at XXXX &  XXXX , XXXX , XXXX. The clerk advised their system has declined my check but could not give reason why? 
XX/XX/XXXX- Contacted Social Security Office XXXX , advised rep my check has been declined and is my check valid to cash? Rep advised my check is fine but they have no idea why it would be declined! 
XX/XX/XXXX- Tried new venue, just in case XXXX XXXX check system was broken. 
XXXX 's XXXX on XXXX & XXXX, XXXX NE. Clerk advised my check was declined but this time given receipt to call company Certegy Check Services Inc.. XXXX. XXXX XXXX, XXXX, XXXX, XXXX and clerk advised company will fix my problem. 
XX/XX/XXXX- Telephoned Certegy Check Services but was only automated and required my SSN #, Driver 's license #, address, and confirm my phone number. No option to ask what this company is and became scared and hung-up! 
XX/XX/XXXX- Went back to XXXX in XXXX again to request reason why my check declined, so clerk processed check and system declined check. Clerk could not give any information but this time given receipt to Certegy Check Services at XXXX. Looked up company on internet and got a telephone # of XXXX, Got thru to rep and had to give my driver 's license #, social security #, address and transaction # and banking routing number and check number. Rep found my transaction and began tell me the company uses several factors to advise merchants on transactions on what checks to honor or cash. My transaction is considered a High RISK FACTOR! I advised rep my check is a Social Security XXXX check and why is it a risk factor it is a government check. Rep could give reason for that is not job and that all the information she could give me, Requested from Certegy Card Services to send formal letter to my home explaining everything she just told me. Rep took my address and said she will send letter. Also requested any information given by me will not be given to any other company or used for any other company. Rep said that Certegy Card Services do not give information to any other company. Also requested reference number for this call gave caller ID # of XXXX. Also asked several times that this call is being recorded to make sure my information will not be given or sold. Rep verified call being recorded and will send my formal letter. 
XX/XX/XXXX Called Social Security XXXX Office and asked again is my check good! Told my check is fine. 
XX/XX/XXXX Call U.S. Treasury XXXX, To verify my check is good and to verify my waiver to receive check still valid. Everything is fine. 
XX/XX/XXXX- Have no money for my XXXX and I. I am becoming overwhelmed with stress and can not pay my rent, bills or get food. My health is becoming XX/XX/XXXX XXXX  and causing undue hardship in my household. I need help as soon as Possible.

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