Jack Henry And Associates- I Pay

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***
Thank you for your assistance in regards to this matter I finally received my check for the $in full this morning from *** I do wish that this matter could have been settled much sooner but at least it's now settled.
Thank you again for your help in this matter !
*** ** ***

PADDING-RIGHT: 3pt">
Complaint ID#:
[redacted]
Company Name:
Jack Henry and Associates-iPay
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
Response:
iPay Technologies, a wholly owned subsidiary of Jack Henry & Associates, strives to ensure an easy and positive bill paying experience for all of our subscribers. We apologize for any instance when a subscriber does not feel they have received the full support of our organization in resolving any issue with their bill payment. In the case of the subscriber identified in Complaint ID [redacted], our records indicate that the subscriber did schedule his payment to the noted payee on 12/3/2014. iPay Technologies processed the transaction and sent the payment as requested on 12/4/2014 with the account information provided by the subscriber. The subscriber contacted us on 1/9/2015 by phone and stated his payment had not yet been posted to his account by the payee. At that time, he was advised to review the account information he included with his payment to ensure it was correct. He called back on 1/14/2015 and stated his account number was correct and the payment had still not posted to his account. At that time, a research ticket was opened and on 1/15/2015, a representative of iPay contacted the payee and the payee stated the account could not be located and requested information on the policy type. As that information was not included in the subscriber’s account, the representative contacted the subscriber via email and informed him of this. The subscriber replied by email on the same day informing the representative the policy was for renter’s insurance. The representative did re-contact the payee with the information and on 1/20/2015, a conference call between the subscriber, the payee and our representative took place to try and resolve the issue. It was at that time that the determination was made the payment should have gone to a different company. Unfortunately, it is at the discretion of the payee on how quickly the refund is processed. In this case, iPay received notice on 2/3/2015 from the payee that the refund would be processed and sent to the subscriber directly. On 2/6/15, the subscriber left a voicemail for the iPay representative stating that he had not heard from the payee. The iPay representative left a voice mail with the payee on 2/6/15 to determine if a refund date could be established. The iPay representative also left a voicemail and sent an email to the subscriber to follow up on his call. I have contacted the subscriber and will continue to work with him to ensure he finds resolution with the payee on this matter. I apologize for any delay in notification to the subscriber and for the fact he felt he could not contact the company representative. It is our policy to assist customer inquiries in as timely a manner as possible. I have since spoken to the subscriber and have been assured that his issue was resolved to his satisfaction. Cordially, [redacted] | Payment Operations Manager| iPay Solutions| Jack Henry & Associates ###-###-#### - Direct | ###-###-#### – Cell 801 N Black Branch Rd | Elizabethtown, KY 42701 [redacted]
Sent on: 2/6/2015 1:37:31 PM