Consumer complaint received 2022-03-25
Company: FISERV INC.
State: RI
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
In XX/XX/XXXX, I made a purchase from XXXX using a " pay from my checking account '' option. I accidentally selected the wrong account, and the payment was declined. I immediately contacted XXXXXXXX XXXX check recovery agent, TRS Recovery ( a division of TeleCheck ), and paid the amount back in XX/XX/XXXX. Somewhere a breakdown of communication happened, and XXXX did not receive the notification that I had paid the account, and as such, XXXX is cancelling ALL of my orders by ANY payment method, with the following email : " We canceled order # XXXX due to your outstanding balance with XXXX  . Our records show that you have unpaid orders that were placed using electronic bank account transfers. We can not fulfill any new orders until you contact TRS Recovery Services to pay your account balance. 

XXXX uses TRS Recovery Services to process customer payments made via electronic bank account transfers. TRS Recovery Services has been notified that your financial institution was unable to process a transaction relating to your recent XXXX orders. There are common reasons why this may occur. These include mistyping account numbers or routing numbers, omitting digits to account numbers, or recent changes to your financial institution 's ABA Routing Number or account number structure. 

You may be receiving, or have already received, a phone call from TRS Recovery Services about this issue. This contact was authorized by XXXX. 

Most processing errors are fixable with simple changes to the electronic funds transfer request. To provide the information necessary to reprocess this transaction, contact TRS Recovery Services toll-free at : Within U.S. : XXXX Outside the U.S. : XXXX Hours are Monday through Friday, between XXXX a.m. and XXXX p.m. XXXX, or Saturday between XXXX a.m. and XXXX p.m. XXXX. 

Once you have addressed this issue with TRS Recovery Services, allow 2 to 3 business days for your payment to clear. We will remove the hold from your XXXX account when TRS Recovery Services confirms that the amount in question has been paid in full. 

Sincerely, Account XXXX XXXX '' I have contacted TRS Recovery Services, and they have confirmed that the amount is paid in full, and has been paid in full since XX/XX/XXXX. TRS Recovery claims they do not have a method to re-notify XXXX of the payment. I have contact XXXX customer service no less than XXXX  times at XXXX and every time they tell me " someone from their accounts department will contact me '', and every time, nobody does, and my account remains blocked from placing any orders, demanding that I pay a bill that has already been paid in full. I even offered to pay it AGAIN but TRS Recovery says that's not possible because its already been paid. 

XXXX still continues to collect payment for my XXXX XXXX service, most recently on XX/XX/XXXX even though they will not allow me to place any orders on my account. 

I most recently contacted XXXX today, spoke to a supervisor ( named XXXX ) who claims all he can do is send an email to this accounts department and someone will contact me within 24 hours. This is the same thing they do EVERY TIME I call, and nothing has gotten resolved for 4 months now ... even though I've told him this is what we've done the last 4 times I've called, and that the problem is never resolved and they never call me back. 

I informed him at this point, I have no choice but to file a complaint with the CFPB for their unfair debt collection practices of blocking my account until I pay for a debt that has already been paid in full months ago.

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