Consumer complaint received 2016-11-02
Company: ACI Worldwide, Corp.
State: VA
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Other transaction issues

Complaint:
I used OfficialPayments.com to pay my personal property taxes for XXXX XXXX XXXX XXXX, VA. The XXXX Personal Property Tax Bill issued by XXXX & XXXX specifically indicates that payment can be made online through www.officialpayments.com. The tax bill also indicate that in the upper right hand corner that " On XXXX XXXX, XXXX the Board of Supervisors adopted an amendment to Chapter XXXX, Vehicle License Fee Ordinance, to change the due date from XXXX XXXX of the preceding year to XXXX XXXX of the actual calendar/tax year in which the vehicle is garaged, stored, or parked in XXXX & XXXX XXXX and the inclusion of enforcement remedies as prescribed in the Code of Virginia. There is no increase in fee. '' All tax payments are indicated to be paid before XXXX XXXX of each year provided notices from the county are sent out in a timely manner. The tax bill was for {$78.00} and it can be verified that the money was transferred from the bank ( XXXX XXXX XXXX XXXX ) of the consumer to officialpayments.com along with associated fees ( handling charge ) per transaction as indicated on the back of the bill. XXXX XXXX XXXX County Treasurer Office c/o XXXX XXXX and XXXX XXXX deny receiving those funds and/or misappropriated the funds to excessive fees not allowed. There are only XXXX types of fees mentioned on the bill. The handling charge was paid for making a payment through officialpayments.com. The other XXXX fees were a 10 % penalty after XXXX/XXXX/XXXX which would be {$7.00} and 8 % interest beginning XXXX/XXXX/XXXX which is divided into 12 months, being approximately {$0.00} a month ( totaling approximately {$2.00} by XXXX XXXX ). Other than those acknowledge fees, the bill indicates " There is no increase in the fee. '' XXXX & XXXX XXXX denies receiving any funds prior to XXXX XXXX or thereafter subsequently sending notices to the XXXX XXXX Virginia Department of Taxation and XXXX XXXX Virginia Department of Motor Vehicles preventing renewal of registration. There has been indication by XXXX XXXX and/or XXXX XXXX that there were fees assessed that may have misappropriated any funds actually sent to the office and then it was subsequently reported that the office did not receive any payments that were wired from the personal XXXX XXXX XXXX of the consumer to officialpayments.com and then electronically wired or transferred from officialpayments.com to XXXX XXXX XXXX XXXX c/o XXXX XXXX and/or XXXX XXXX. The XXXX XXXX XXXX XXXX has verbally indicated that the transactions were completed and a consumer financial protection bureau complaint was filed for further verification on XXXX/XXXX/XXXX under complaint number : XXXX. OfficialPayments.com transaction confirmation number ( s ) : XXXX and XXXX ( attached ). The XXXX XXXX Virginia Department of Taxation also with held approximately $ XXXX because XXXX XXXX XXXX XXXX indicated that they were not paid.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation