Consumer complaint received 2022-10-12
Company: Fidelity National Information Services, Inc. (FNIS)
State: DC
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other service problem

Complaint:
Primary complaint is with XXXX XXXX service XXXX but there are plenty of others to be annoyed with. My bank XXXX put a restriction on checking account on XX/XX/XXXX due to a perfect storm of events that made them think there was some unauthorized access ( there wasn't ). It took me 2 days to discover this and get blocked removed. In the meantime my bill pay vendor, XXXX tried to pay 5 bills over the 2 days. Fortunately the 2 they paid the 2nd day worked the next day and only the 3 that failed twice remained problematic. XXXX sent me email saying I needed to call them and work on paying them back for the 3 bills they paid. This should have been simply resolved as they have permission to withdrawal funds for bills. They should have know problem was resolved since the other 2 bills cleared the following day. However, when I called, they told me I had to call their payment department. All 3 bank accounts I use to pay bills with through XXXX were then deactived rendering service useless. I called their " payments office '' and it turned out it was a collection agency that could not help me without a reference number. I called XXXX back multiple times and finally pieced it all together. The three bills were all credit cards from XXXX, XXXX XXXX XXXX, and XXXX ( XXXXXXXX XXXX XXXX ). For XXXX, they did immediately send to collections. The other two they sent an email to some contact ( they won't tell me who ) at the institutions asking for money back. I paid collections for XXXX and I think that is over with. XXXX  XXXX XXXX returned money to XXXX promptly and I paid them promptly. They still hit me for a {$25.00} late fee and there might be interest charges that I won't see until next bill. I was able to get them to refund the late fee but probably used up by one grace " favor '' from them. The big problem now is between XXXX and XXXX. It is bordering on absurd. XXXX XXXX rep told me I had to call XXXX and tell them to respond to email. I called XXXX and they had no idea what I was talking about. I got them on the phone together and XXXX said " Oh, the email hasn't gone out yet ''. I called XXXX the next day and they said the email went out days ago???? 

Finally a transaction appeared on XXXX saying XXXX XXXX went out and charges went back on my account on XX/XX/XXXX. I paid XXXX in full. XXXX told me all funding accounts would unlock within 3 business days once they received money. Two weeks later, all 3 of my bank accounts are still locked at XXXX. I called them and they said I had to pay the money back ( Money I have already paid XXXX ) to their collections department. I called XXXX back and they can not tell me anything about the the check they sent other than the check number. They can't tell me who it was sent to and whether it cleared or not. They opened a case but told me it could be 30 days until they know more. 

In the meantime, a collections agency thinks I owe them {$750.00} which I don't and may at some point come after me and impact my credit. 

Each of the dozen or so times I called XXXX, I asked to speak to a supervisor. There was never one available. They told me they don't do call backs on at least two occasions but one time, they created a case and said I would get a call back withing 48 hours. I did not.

I called yesterday and demanded to speak to a supervisor and waited on hold for 45 minutes before they finally told me it would have to be a call back. I told them that was unacceptable and I would be reporting them to CFPB. They didn't seem to care. I do have a case number for the callback they they have promised which I doubt they will do. The have also charged me {$55.00} for the 3 bills I had paid from an " unfunded '' account and say they " can't '' reverse it. This money has not left my bank account yet probably since the bank accounts are deactivated in their system. I want to cancel with them as soon as possible but fear doing so before this is resolved will make it even harder for me to get it resolved plus they will probably come after to for the money. 

XXXX was not initially that sympathetic but I eventually got it through to them that restricting my account and not notifying me was the equivalent of putting a concrete wall on a highway and waiting for the 5 car pile-up as the means of communicating the closure. They have given me a courtesy {$100.00} credit for the pain and suffering and to compensate or any costs. I just let them know yesterday this was still ongoing and they have submitted for another {$100.00}. I am working with a very understanding rep and XXXX now but he will be on leave shortly. All in all I have spent countless hours making call to 5 institutions that had had delayed payments, XXXX and XXXX. It has literally been like a full-time job trying to get this resolved and it is still not after 3 weeks. 

Thank you very much for any assistance you can provide. 

Open Cases XXXX Supervisor call back case XXXX Phone number XXXX XXXX check investigation case XXXX XXXX Phone number XXXX ( special number for XXXX XXXX  XXXX XXXX ). XXXX XXXX ( XXXX XXXX XXXX ) assisting Collection agency XXXX XXXX XXXX XXXX. Reference number for money they say I owe ( which I don't ) is XXXX XXXX XXXX : XXXX XXXX XXXX XXXX. ET - XXXX XXXX. ET, Monday - Friday XXXX ( XXXX ) Team Lead - Customer Service

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