CheckFreePay Corporation

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.

We are in receipt of the Revdex.com ("Revdex.com") complaint ([redacted]) received May 16, 2016. Please accept this correspondence as CheckFreePay Corporation’s (“CheckFreePay”)...

formal response to the Complaint.  CheckFreePay investigated the complaint submitted by [redacted].  As detailed in the complaint, the subject payments were unable to be applied at [redacted] due to an incorrect account number, and were subsequently rejected by [redacted].  In keeping with CheckFreePay’s standard operating procedure, the funds for the rejected payments were returned to [redacted] to be refunded to the customer.  CheckFreePay escalated this issue with the [redacted] Financial Services corporate office.  Our [redacted] Financial Services contact communicated with the store manager of the [redacted] location concerning this matter, and to advise the store to refund the funds to [redacted].  CheckFreePay was advised that the store is prepared to refund [redacted]’s funds including the fees paid

We are in receipt of Revdex.com complaint #[redacted]. Please accept this correspondence as Fiserv, Inc.’s (“Fiserv”) formal response to the Complaint. The details of our review are discussed below.   The customer had a [redacted] Bill Pay profile with [redacted] set up as an...

Automatic Recurring Payment Plan. The Automatic Recurring Payment Plan was canceled on 2/16/2018. It appears that the customer was cancelling Pending Payments instead of cancelling the Automatic Recurring Payment Plan. In regards to the payment in question, Fiserv contacted [redacted] to request an expedited refund for the customer and the funds were returned to Fiserv. On 3/1/2018, Fiserv’s Credit Returns Department advised the funds will be credited back to the customer’s bank account they had on file.  The credit normally takes 3-5 business days to reflect the customer’s bank account.

We are in receipt of the Revdex.com
("Revdex.com") complaint ([redacted]) submitted to the Revdex.com on November 30,
2015 (the "Complaint"). Please accept this correspondence as
CheckFreePay Corporation’s ("CheckFreePay") formal response to the
Complaint.  The details of our review...

are
discussed below.
Transaction [redacted]: Funds were never debited from the
user as it failed the Instant Payment process. 
Another transaction was made on the same day for the say about,
Transaction ID [redacted], which was instant and would have gone Next Day,
however the receiver of the payment did not attempt to collect the payment.
As per design, for [redacted] payments, payments made to an
email address or phone number require the receivers of the payments to validate
their email address or phone number, depending on where the payment was sent.  Furthermore, since the payment was made to an
email address and the receiver did not collect the payment, in order for the
funds to be retuned a Stop the payment would have to be initiated which would accrue
the additional fee of the stated $14.95 or have the payment naturally expire
after 10 days from when the payment was sent.
It does appear that the payment has expired and the funds
have returned as of 12/02/2016. The user should contact U.S. Bank to have the
fee refunded if it has not already been completed.

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.

We are in receipt of the Revdex.com
("Revdex.com") complaint ([redacted]) submitted to the Revdex.com on December 2, 2015
(the "Complaint"). Please accept this correspondence as CheckFreePay
Corporation’s ("CheckFreePay") formal response to the Complaint. 
CheckFreePay has confirmed with...

[redacted] on today’s date that
the payment of $176 has been posted to the correct account and service will not
be disrupted.
CheckFreePay apologizes for any inconveniences this
situation may have caused.

As stated previously, our records indicate that the payment
was set to go Next Day, however, the receiver of the payment did not attempt to
collect the payment, thus the payment did not go Next Day as intended.

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 she 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 payment referenced in complaint [redacted] complaint has been remitted to the designated payee as instructed and fees will be applied to the account and we have communicated with the consumer accordingly.  We apologized for any inconvenience that she 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]) submitted to the Revdex.com on August 11, 2015
(the "Complaint"). Please accept this...

correspondence as CheckFreePay
Corporation’s ("CheckFreePay") formal response to the Complaint.  The details of our review are discussed
below.
This agent was part of a recent upgrade of CheckFreePay’s
Agent Gateway system.  Certain agents,
including [redacted]’s location, [redacted], experienced
intermittent issues whereby the system appeared to the agent to have not
processed certain payments when, in fact, the payment did process.  CheckFreePay has refunded [redacted] for amounts that were drafted for these payments.  CheckFreePay, in coordination with [redacted]
[redacted], activated [redacted] with CheckFreePay’s legacy bill
payment system on August 14, 2015. 
[redacted] is able to successfully process payments.  We apologize for any inconvenience this may
have caused, and we consider this matter closed.

At this time, [redacted] has chosen not to pursue any monies owed and considers this matter.

Complaint: [redacted]
I am rejecting this response because: I'm still not happy, even though my money was refunded yesterday. I'm still going to receive a late fee from [redacted], due to Check Free's errors.  Also, this has been nothing but a headache and very stressful for me. This went on for over a month. Check Free should call [redacted] and make sure I don't get a late fee. 
Sincerely,
[redacted]

Thank you for bringing this matter to our attention.  We have looked into the issues raised by the consumer in complaint [redacted]nd determined that the problems she 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 payment referenced in complaint [redacted] complaint has been remitted (+late fess) to the designated payee as instructed and have communicated with the consumer accordingly.  We apologize for any inconvenience that she 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 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]

CheckFreePay does not have a direct relationship with the biller so we are unable to contact them to ask for information on the complainant’s account, specifically if there will be a late fee. However, if the complainant provides a copy of her bill or a statement that shows a late fee, as a courtesy we will refund the fees incurred on the account due to this issue.

From: Althe[redacted]] Sent: Friday, August 11, 2017 11:47 AM To: [redacted] Subject: Complaint ID:[redacted]   Good Morning,   Thank you for your prompt response to my request on 8/4/2017 for CheckFreePay Corporation to return $1500.00 to my checking...

account and close my account.   As of 8/7/2017 my account was credited with the disputed funds of $1500.00. However, I am unaware if my account was also CLOSED as requested.   Thanksfor your help. Sincerely,

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 payment referenced in complaint # [redacted] has been remitted to the designated payee 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.

We are in receipt of the Revdex.com (“Revdex.com”)
complaint (#[redacted]) submitted to the Revdex.com by Ms....

[redacted] on March
21, 2014 (the “Complaint”).  Please
accept this correspondence as CheckFreePay Corporation’s (“CheckFreePay”)
formal response to the Complaint.  We
appreciate the opportunity to respond. 
The details of our review are discussed below.
The transaction at question was a “PIN-less PIN debit”
transaction, wherein a card-not-present transaction processes through the PIN
debit networks without a consumer using their PIN.  While relatively new, this transaction type
is becoming common as online merchants are using PIN networks rather than the
traditional signature networks to process transactions.  These transactions, by virtue of being processed
by a PIN network, are coded as PIN transactions, even though a consumer does
not enter their PIN to effect a transaction.
In an attempt to more accurately identify these
transactions, our processor made a system change on March 19, 2014, which
unfortunately resulted in a limited number of these transactions being
declined.  This problem was identified
internally and remediated on March 25, 2014. 
This was certainly not an intentional action, but rather an unintended
consequence of an attempt to improve the transaction processing platform.  The identified issue did not impact
card-present transactions made over the signature networks.  We have reviewed Ms. [redacted]’s account and
confirmed that she did not incur any PIN transaction fees due to the system
issue.
Ms. [redacted] further claimed that she was asked for her
card number when phoning customer service. 
As a practical matter, we are unable to provide service to our customers
without accessing their accounts.  While
it is true that we charge $1.50 for live customer service, in this instance the
fee would have been waived as we were addressing a system issue.  We have reviewed Ms.  [redacted]’s account and have confirmed that
she was not charged any fees for customer service. 
We regret that Ms. [redacted] did not have an ideal
experience with her ICE card but assure the Revdex.com and Ms. [redacted] that this
issue has been resolved.

Worst company to do business with. I made a credit card payment of $483.60 to capital one on Thursday 2/22/18 and the payment should have been sent via next business day which was Friday. CheckFreePay held onto my payment and NEVER sent it over to Capital One as it should have been 2/23/18. I called CheckFreePay and was given the run around saying they sent the payment. I requested to speak with a supervisor 5 times with no avail. I then went back to Fred Meyer's the retailer I paid my bill at who then contacted CheckFreePay and was also given the run around. After having Corporate Fred Meyer's and Capital One Fraud assist me who also stated to CheckFreePay no payment was ever received I was told a refund would be given 3/16/18 to Fred Meyer's with in 5 days. Today is the 5th day and Fred Meyer's has not received any refund payments from this company. This company is a Scam and they steal your money then have unethical approaches with refunds. Never use this company ever unless you want to get robbed

Checkfreepay is the worst. They stole my money and refuse to refund or pay the bill. Walmart is complicit because they don't make sure customers are aware of the risk they are taking. Never ever use this service. I paid 80.00 cash to go to Discover card. They are now ruining my credit.