CheckFreePay Corporation

Our records reflect that $437.65 ($436.00 + a $1.65 convenience fee) was remitted on behalf of [redacted] to her service provider, [redacted] The confirmation number provided by the service provider and associated with this payment is [redacted] We regret any inconveniences that [redacted] may have experienced.

We are in receipt of the Revdex.com (“Revdex.com”) complaint (#[redacted] submitted to the Revdex.com. Please accept this correspondence as [redacted], Inc.’s (“[redacted]”) formal response to the Complaint. The details of our review are discussed below. The customer set up an automatic recurring payment...

to [redacted] Bank through their MyCheckFree.com Bill Pay account for the 9th of each month in the amount of $464.84. The payment for July 8, 2016 was processed as scheduled.  On July 20, 2016, [redacted] received a credit back from the merchant and applied the credit to the customer’s account.  On July 21, 2016, [redacted] learned that the customer disputed the payment with their bank, [redacted] as “Not Authorized”.  Due to the dispute, [redacted] was required to return additional funds to [redacted]ank, which, created a duplicate credit to the customer’s account.  [redacted]ttempted, but was unable, to recover our credit to the customer and the item was sent to [redacted] collection agency.   The funds are still outstanding, however, in compliance with the customer’s cease and desist request, we have closed the collections account.  The customer may contact [redacted] at [redacted] or the collection firm, [redacted] at [redacted] to resolve this matter fully.

I went into [redacted] to make a $40 cash payment on my [redacted] Account, I gave cash and received a receipt for cash. Checkfreepay submitted my payment to [redacted] as a "check" payment. I called HEB they told me to cal CheckfreePay. I got a foreigner on the phone. I told her that I gave cash and they processed the payment as a check. She then kept repeating what I said but kept getting it wrong. " you pay with check and you want cash payment' No I paid with cash and need it processed as cash. She repeated this and again got it wrong. Finally I asked for someone that speaks English. She asked why and again I explained what I needed. She then tells me that "if you want refund you have to go into the store". Not once did I ask for a refund. I hung up and called back hoping to get someone that speaks or understands English. Put on hold for 15 minutes and still no luck with an English speaking person.

Thank you for bringing this matter to our attention.  We have looked into the issues raised by the consumer in complaint [redacted] and determined that the problems he referenced were related to a system upgrade that took place over the weekend of April 23rd involving our “walk-in” payment...

service.  We have confirmed that the payments referenced in complaint [redacted] has been remitted to the designated payees as instructed and have communicated with the consumer accordingly.  We apologized for any inconvenience that he may have experienced.  If you have any further questions or, if we may be of any additional assistance to you in this matter, please do not hesitate to contact us.

Complain[redacted]
I am rejecting this response because: I checked my account online and $400 was paid, and NOT $436. This still does not address the issue of not having gas for almost a week at no fault of my own. Had I not requested a medical affidavit, my services would not have been restored until 5/4 or 5/5 because the payment did not sgow until then. It still does not adress the poor customer service and misinformation that I was given.
Sincerely,
[redacted]

We are in receipt of the Revdex.com (“Revdex.com”) complaint (#[redacted]) submitted to the Revdex.com by [redacted] on or about October 4, 2017 (the “Complaint”).  Please accept this correspondence as CheckFreePay Corporation’s (“CheckFreePay”) formal response to the Complaint.  We...

have looked into the issue raised by [redacted] and determined that [redacted] provided an incorrect account number and as a result, the payment was returned “account not found” by [redacted].  After researching that matter further, and after speaking with [redacted], we have confirmed that the payment subsequently was properly posted to [redacted]’s account on or about June 28, 2017.  We regret any inconvenience that [redacted] may have experienced.  If you have any further questions or, if we may be of any additional assistance to you in this matter, please do not hesitate to contact us.

We are in receipt of the Revdex.com ("Revdex.com") complaint [redacted]) received from the Revdex.com on September 12, 2016. Please accept this correspondence as CheckFreePay Corporation’s (“CheckFreePay”) formal response to the Complaint.  Our investigation revealed that the payment in...

question was rejected by Bank of America on September 12, 2016 and the payment was returned to CheckFreePay on September 14, 2016. CheckFreePay contacted Ms. [redacted] and confirmed that she returned to the Walmart location on today’s date and received the refund.CheckFreePay offers a sincere apology for any inconveniences and frustrations she may have encountered.  CheckFreePay is hopeful that this will resolve any issues.

We are in receipt of Revdex.com complaint #[redacted]. Please accept this correspondence as CheckFreePay Corporation’s (“CheckFreePay”) formal response to the Complaint.   CheckFreePay has been in contact with the customer who indicated that she obtained a refund from [redacted]. ...

Therefore, we consider this matter closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for bringing this matter to our attention.  We have looked into the issues raised in Complaint [redacted] A CheckFreePay representative visited this agent on May 19, 2017.   The representative was able to resolve the agent’s equipment issues and also provided training on...

the new platform.  The representative also took notes on opportunities for enhancements that the agent shared and has passed those along to the Product team.  We apologize for any inconveniences that the agent may have experienced.  If you have any further questions or, if we may be of any additional assistance to you in this matter, please do not hesitate to contact us.

Complaint[redacted]
I am rejecting this response because:
The following claim by CheckFreePay Corporation is absolutely false:On July 21, 2016, [redacted] learned that the customer disputed the payment with their bank, [redacted], as “Not Authorized”. Due to the dispute, [redacted] was required to return additional funds to [redacted], which, created a duplicate credit to the customer’s account.In actuality, my loan with [redacted] was paid off in full as I refinanced through [redacted] At no point was there a dispute filed with [redacted] for any payment in regards to this matter. Further proving the claims made by CheckFreePay Corporation are absolutely false, Lisa Long Chief Compliance Officer of [redacted] states:In an effort to resolve the consumer’s dispute, we have contacted our client, [redacted], however, our client has been unable to verify the debt as requested. Therefore, we have ceased collection of this account and have returned the account to our client.There are no funds are still outstanding.CheckFreePay Corporation has defamed my character and exhausted an exuberant amount of time to date. This company should be put out of business for making false claims on innocent customers. 
Sincerely,
[redacted]

We are in receipt of the Revdex.com
("Revdex.com") complaint ([redacted]) submitted to the Revdex.com on November 3, 2015
(the "Complaint"). Please accept this correspondence as [redacted]
Corporation’s ("[redacted]") response to the Complaint. 
We have received the necessary...

paperwork to process the
adjustment.  The company will be reaching
out to the customer regarding the refund details.
We apologize for any inconvenience the customer has experienced.

We are in receipt of your complaint ([redacted]) (the
“Complaint”) to the Revdex.com submitted January 30, 2015. ...

Please accept this letter as CheckFreePay
Corporation’s (“CheckFreePay”) formal response to the Complaint.  The details of our review are discussed below.
 
Mr. [redacted] made the payment at [redacted] (terminal [redacted]) on
January 28, 2015.  On January 29, 2015,
the payment was submitted to [redacted]. 
On January 30, 2015, [redacted] contacted CheckFreePay Customer Care at
which time CheckFreePay coordinated a call with [redacted] and [redacted] to
research the payment with [redacted]. 
CheckFreePay submitted proof of [redacted]’s payment to [redacted].  [redacted] further advised that
they would investigate the matter further, and would post the payment to the
account.
 
We regret that the consumer did not have an ideal bill
payment experience; however, CheckFreePay transmitted the transaction in a
timely manner.

[redacted]
[redacted]
[redacted] Revdex.com, Inc. Via Revdex.com.org Complaint: [redacted] May 31, 2016. I am rejecting this response because: While CheckFreePay has made contact with the store and the store manager, Robert, has been extremely courteous and helpful in promptly refunding the payments inclusive of fees, CheckFreePay has not responded parts of the complaint. Specifically, the section as follows: “I am requesting interest be paid at the statutory rate of 4.75% per annum. I am further requesting a complete accounting of all bill pay activity conducted by CheckFreePay on by behalf over the course of the last twelve months. I have reason to believe additional transfers were not completed by CheckFreePay.” CheckFreePay failed to address this matter in their response. I am demanding payment in the amount of $316.15 for interest at the statutory rate of 4.75%, or .000129781% per day. CheckFreePay was aware of this matter and in possession for $14,000 for a total of 174 days (December 9, 2015 through May 31, 2016). During this time I was deprived of interest income on this money. In addition I am requesting an accounting of my bill pay activity as previously stated. Very Truly Yours, [redacted] cc: [redacted]

We are in receipt of the Revdex.com correspondence, and the
accompanying compliant from [redacted] filed on August 8,...

2014 (the
“Complaint”).  Please accept this letter as CheckFreePay Corporation’s
(“CheckFreePay”) formal response to the Complaint.  The details of our
review are discussed below.
[redacted] made the [redacted] Auto Finance (“[redacted]”) bill
payment in question using the CheckFreePay bill payment service at [redacted] on July 3, 2014.  CheckFreePay’s authorized agent, [redacted], entered the account number as provided by the customer.
 On July 9, 2014, after being notified of the issue, CheckFreePay
submitted an adjustment request to have the payment applied to the correct
account number. [redacted] indicated that the payment was in a suspended status in
its system.  Typically, [redacted] will reject a payment made to an incorrect
account number.  When the payment is rejected, the funds are returned by
[redacted], and CheckFreePay can then issue the customer a refund. 
Unfortunately, [redacted] did not reject the payment.  As indicated above,
the payment was not rejected by [redacted] who remained in possession of the funds. 
CheckFreePay escalated the issue with [redacted], and [redacted] indicated that it
applied the payment to [redacted]’s account on August 21, 2014.
CheckFreePay timely processed the payment to the [redacted] account number
provided by the customer, and remitted the associated customer’s funds to [redacted]. CheckFreePay submitted an adjustment request to [redacted] concerning [redacted] payment promptly upon being made aware of the issue.  Regrettably,
the delay appears to have been with [redacted]’s process to apply the payment
adjustment to [redacted]’s corrected account number.  As indicated above, it
is our understanding that [redacted]’s [redacted] account has been properly credited
by [redacted].
We regret that [redacted] did not have an ideal bill payment
experience.  If you have any further questions or, if we may be of any
additional assistance to you in this matter, please do not hesitate to contact
me.

We are in receipt of Revdex.com complaint #1[redacted]. Please accept this correspondence as CheckFreePay Corporation’s (CheckFreePay”) formal response to the Complaint. The details of our review are discussed below.   The payment in question was actually completed through the...

[redacted] service and not the MyCheckFree.com service as reported.  Unfortunately, this was the reason why MyCheckFree was unable to see the payment in their systems.   [redacted] has located the payment in question and has contacted Alabama Power to request a reversal of the payment.  [redacted] Power granted the reversal and the customer can expect to receive the funds within 3-5 business days. The company offers a sincere apology for the inconvenience and is hopeful this will settle the matter to the full satisfaction of the consumer.

We are in receipt of Revdex.com complaint #1[redacted]. Please accept this correspondence as CheckFreePay Corporation’s (CheckFreePay”) formal response to the Complaint. The details...

of our review are discussed below.  
The payment in question was actually completed through the [redacted] service and not the MyCheckFree.com service as reported.  Unfortunately, this was the reason why MyCheckFree was unable to see the payment in their systems.  
[redacted] has located the payment in question and has contacted Alabama Power to request a reversal of the payment.  [redacted] Power granted the reversal and the customer can expect to receive the funds within 3-5 business days.
The company offers a sincere apology for the inconvenience and is hopeful this will settle the matter to the full satisfaction of the consumer.

We are in receipt of Revdex.com complaint [redacted] Please accept this correspondence as CheckFreePay Corporation’s (“CFP”) formal response to the Complaint. We appreciate the opportunity to respond.    On 3/4/2017, the [redacted] agent entered the customer’s payment to an...

incorrect account number.  The biller created an adjustment and the funds were returned to CFP on 4/10/2017.  CFP then contacted the complainant to determine if she would like the funds applied to the correct account number or if she would like a refund.  She requested a refund and was notified that she will be able to return to the agent and receive the funds. CFP values our customer and understands her frustration concerning the recent unfortunate circumstances.  We apologize for any inconveniences this has caused.

We are in receipt of the Revdex.com ("Revdex.com") complaint ([redacted]) received from the Revdex.com on August 12, 2016. Please accept this correspondence as [redacted]”)...

formal response to the Complaint.  The complainant was contacted by our company and the account at issue was de-activated.
[redacted] offers a sincere apology for any inconveniences and is hopeful that this will resolve any issues.

[redacted], Inc. ([redacted]”) is in receipt of the Complaint from the Revdex.com ([redacted]). CheckFreePay Corporation (“CFPay”) is a wholly owned subsidiary of [redacted] Inc. Please accept this correspondence as CFPay’s formal response to the Complaint.  After speaking with the customer,...

it was determined that a duplicate payment to an auto loan was made by the customer through the bill payment service and she was requesting that one of the payments be returned.  The payment of $200 and fee of $3.45 has been refunded back to the customer. Please accept our sincerest apology for any inconveniences.  And thank you for taking the time to communicate to us why our service did not meet your expectations. Our company appreciates your feedback as it will assist us in becoming better at what we do.