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Fidelity National Information Services, Inc.

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Fidelity National Information Services, Inc. Reviews (3)

Company's response below:Ref: Revdex.com ID ***To: *** ***, Fidelity National Information Services, Inc.Date: 10/05/2015Customer: *** *** Thank you for bringing the matter of *** ***’s service concerns to our attention.
We have reviewed the details of the complaint, as well as the relationship between *** ***, *** ***, and FIS, and hope that we can provide some clarification on this case. *** *** is a client of *** *** who provides bill payment services to *** *** through FIS. *** *** is a client of FIS; they are not a subsidiary of FIS or legally related in any other way. As this complaint relates to *** ***, we are unable to provide comment on their behalf. In this relationship, *** *** provides all bill payment support to their users. It appears that Mr*** was directed to an incorrect area at FIS, where the individuals who spoke with Mr*** were not able to assistWe do strive to help direct customers to the best of our ability, and apologize that this was not a more seamless and positive interaction for Mr***. We have contacted *** *** to ensure they have the appropriate phone number for payment research inquiries. As noted, *** *** submitted a payment not posted research request to FIS on 10/2/2015. The payment research request was resolved two business days after it was received. The FIS Payment Research team began review of the payment to initiate resolution activities on 10/2/2015. The payment was determined to have been sent in accordance with Mr***’s instructionThe payee was contacted on 10/5/where it was determined that a conference call with Mr*** was required. A call to Mr*** was attempted at 4:pm CST on 10/5/and a voice message was left. At 9:am CST on 10/6/a secondcall was held with Mr*** and the payee where it was determined that the payment delivery instructions entered by Mr*** were incorrect. The payee provided the proper mailing information and FIS updated the payee delivery details. The payee confirmed that the payment in question had posted and they would work directly with Mr*** to refund the additional payment he had made. The payee also confirmed that on 10/5/they had waived the $fee that had been assessed. *** *** *** *** *** * *** *** ***

Thank you for bringing the matter of a disputed payment in the amount of $for order number/customer reference number to our attention. We have located the payment in question and confirmed that a research request was submitted by *** *** Bank on 11/18/2014.
As *** *** Bank manages the depository and bill payment accounts for their customers, any actions to research, stop payment, or reverse a debit must be initiated by the bank. FIS will work to help the client meet their regulatory requirements of Reg E as related to bill payment service requests. A service request will reach Initial Resolution status when FIS has determined that the payment has been properly rendered as instructed. The criteria FIS will use in making the determination are:Is the dollar amount processed by FIS being disputed?Is the date or source of the payment processed by FIS being disputed?Was the payment processed?Was the payment sent to the correct payee with accurate information as instructed by the consumer? Once the initial resolution is completed, FIS will contact the payee for resolution based on the type of service request being handled. The request will be considered complete when the payee has been contacted, proof of payment has been provided to the payee and any other necessary supporting information as requested by the payee is provided. The payee will make the final determination to return a payment. Review of the service request submitted by *** *** Bank confirmed that the payment was sent as directed by the consumer. The service request has followed the appropriate course of action and as of 11/20/the payee agreed to return the funds within to business days. Funds are expected to be returned to the customer no later than 12/5/2014. Laurie HankeRisk Management DirectorDigital Finance and Payment Solutions

I am rejecting this response because: *** *** has stated on numerous occasions that they cannot do anything to stop the payment because they are not the bill pay provider as FIS is the bill pay providerSo as the consumer I have been stuck financially because neither *** *** or FIS would do what they are legally required to do when a consumer makes a mistake and a common mistakeThis issue should have been resolved in to hours not to weeks
Regards,
*** ***

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Address: 601 Riverside Avenue, Jacksonville, Florida, United States, 32204

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