Fiserv, Inc.

We are in receipt of the Revdex.com
("Revdex.com") complaint (#***) submitted to the Revdex.com on December 16,
2014. Please accept this correspondence
as Fiserv Inc.’s (“Fiserv”) formal response to the Complaint
Fiserv is able to confirm that the gift cards order placed
online
thru UCHOOSE has shipped today, December 18, with FedEx (tracking
#***). It also our understanding
from *** Credit Union that the 1,points charged to expedite the order have
been returned to the customer’s account
Thank you for taking time to contact Fiserv to explain the
issues that have occurred recentlyWe regret any inconvenience you have
experienced, and we assure you that we are anxious to retain you as a satisfied
customer

Fiserv remains firm in its
details of the transaction; however, in the interest of maintaining good
customer relations, Fiserv has decided to reactivate the customer’s online
billpay profile. Also, as a precautionary
measure, we have inactivated the biller Merrick Bank

We are in receipt of the Revdex.com
("Revdex.com") complaint ([redacted]) submitted to the Revdex.com on March 22, 2014
(the "Complaint"). Please accept this correspondence as BillMatrix
Corporation’s ("BillMatrix") formal response to the Complaint. 
We would like to offer an explanation...

that may assist the
consumer with understanding the transaction fees.
Nissan has two convenience fees which are: $5.00 for ATM and
ACH; $12.95 for Credit/Debit Card. 
The only restriction is no credit card payments from the
following states:  CA, CT, FL, MA, MN,
NY, CO, KS, ME, OK, & TX and no Signature Debit for the following states:  CO, KS, ME, & OK.
•ATM is when a consumer uses their ATM Card.  This means that their ATM card will only
allow them to use the card to access funds in an established account and not as
a debit/credit functionality.
•ACH is where the consumer provides their routing and
account number information.
•Debit Cards will have both the ACCEL/NYCE/PIULSE/STAR logo
on back of plastic and the VISA/MC logo on front of card.  This means the consumer can use the card
either as a debit or credit card and is not limited like an ATM.
Many consumers believe that ATM and Debit are the same and
they are not (as outlined above).

Fiserv, Inc. (“Fiserv”) is in receipt of the Complaint from
the Revdex.com (#[redacted]).  BillMatrix Corporation (“BillMatrix”) is a
wholly owned subsidiary of Fiserv, Inc.  Please
accept this correspondence as BillMatrix’s formal response to the
Complaint. ...

 
On July 23, 2015, BillMatrix reached out to the consumer to
obtain specific account information as our search criteria is limited.  The consumer replied “after I complete my
meeting with the management at Nashville Electric Service I will be glad to
send you more information”.   As of this date, we have not heard back from
the consumer.  BillMatrix would like to
complete an investigation and provide a proper response and encourages the consumer
to please contact us.
Fiserv values our customers and we regret that the customer
did not have an ideal experience and offers a sincere apology for any
inconvenience.

We are in receipt of Revdex.com complaint #[redacted]. Please accept this correspondence as Fiserv, Inc.’s (“Fiserv”) formal response to the Complaint.   The PopMoney transaction in question was scheduled, however, failed to process due to an unknown error on February 1, 2017. ...

The credit was returned to her account on February 9, 2017.  The complainant advised she had $152 in NSF which Fiserv also credited to her account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There response is basically what I said. EXCEPT:1. I had no knowledge that Fiserv would have any access to my money in any kind of way. I did not knowingly give them permission to handle my money in any such way.2. I NEVER requested ANY funds be sent to Merrick Bank. When I saw that charge to my account I contacted my bank to cancel the transaction and my money was refunded to me.3. I have made over 4 phone calls to Fiserv to try and resolve the matter. Fiserv sent Fiservs money to Merrick Bank. I do not work for Fiserv, I am in no way employed by Fiserv. If Fiserv wants there money back then Fiserv should cantact whom they sent Fiserv's money to. 4.
I have called Fiserv over 2 months and been lied to. Last call I made
the Fiserv representative told me that Merrick Bank refused to refund
the money and that Merrick bank does not do money transfers, which were
both lies. We did a conference call with merrick bank and when I asked
the Merrick Bank representative about the claims Fiserv made, The Fiserv representative cut me off and ended the call. Also, Merrick bank representative claimed there were no records showing any payment made.5. The call before last I made to Fiserv, I was told in order to use my online bill pay I would need to make a payment to Fiserv for (Rough estimate): $244.57. Every time I call Fiserv it feels like fraud and I feel like they are trying to extort money from me. I DID NOT REQUEST ANY MONEY BE SENT TO MERRICK BANK
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]There response is basically what I said. EXCEPT:1. I had no knowledge that Fiserv would have any access to my money in any kind of way. I did not knowingly give them permission to handle my money in any such way.2. I NEVER requested ANY funds be sent to Merrick Bank. When I saw that charge to my account I contacted my bank to cancel the transaction and my money was refunded to me.3. I have made over 4 phone calls to Fiserv to try and resolve the matter. Fiserv sent Fiservs money to Merrick Bank. I do not work for Fiserv, I am in no way employed by Fiserv. If Fiserv wants there money back then Fiserv should cantact whom they sent Fiserv's money to. 4. I have called Fiserv over 2 months and been lied to. Last call I made the Fiserv representative told me that Merrick Bank refused to refund the money and that Merrick bank does not do money transfers, which were both lies. We did a conference call with merrick bank and when I asked the Merrick Bank representative about the claims Fiserv made, The Fiserv representative cut me off and ended the call. Also, Merrick bank representative claimed there were no records showing any payment made.5. The call before last I made to Fiserv, I was told in order to use my online bill pay I would need to make a payment to Fiserv for (Rough estimate): $244.57. Every time I call Fiserv it feels like fraud and I feel like they are trying to extort money from me. I DID NOT REQUEST ANY MONEY BE SENT TO MERRICK BANK! THIS IS FRAUD!
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I thank how quick they were to take action  
Regards,
Joseph [redacted]

We are in receipt of the Revdex.com (“Revdex.com”) complaint (#[redacted]) submitted to the Revdex.com. Please accept this correspondence as Fiserv, Inc.’s/BillMatrix Corporation’s (“BillMatrix”) formal response to the Complaint. The details of our review are discussed below.   BillMatrix worked...

with the energy company and the 4 payments in question have been reversed.  The customer should please allow 1-3 business days to receive the refunds. Fiserv is hopeful this will settle the matter to the full satisfaction of the consumer.

We are in receipt of the Revdex.com ("Revdex.com") complaint (11253285) received from the Revdex.com on April 15, 2016. Please accept this correspondence as BillMatrix Corporation’s (“BillMatrix”) formal response to the Complaint.  BillMatrix understands the customer’s concerns and would like...

to explain the results of our investigation.  Regulations allow for the merchant to choose a preferred method of payment for BillMatrix transactions.  In this case, the merchant has chosen a debit payment network to process transactions which means transactions are to be processed via debit whenever possible despite the customer selecting credit. A debit transaction may often times appear to the customer as an ATM transaction.  This is the terminology used by the financial institution.  BillMatrix records indicate the transactions were processed by debit.  With regard to the transactions selected as credit, these were processed according to the merchant’s preferred method of transaction which is debit.   BillMatrix apologizes for the confusion and would like to assure the customer that appropriate steps are being taken to handle the payment transactions.

Thank you for taking the timeto communicate to Fiserv, Inc. (“Fiserv”) why our service did not meet yourexpectations.  We have every desire toaddress your needs and provide the best solution available to resolve the issueas soon as possible.  While I understand thatthe consumer has contacted Fiserv previously, in order to complete a fullinvestigation through this complaint process, Fiserv is in need of additionalinformation from you.  Through the BetterBusiness Bureau and email, Fiserv has attempted to obtain the information onseveral occasions, however, as of today’s date, Fiserv has not been receivedthe information.  Please have theconsumer contact me at [email protected] or ###-###-#### so that we may be able to address theconcerns. Fiserv is hopeful that we will be able to settle the matter as soonas possible. Thank you

I wanted to follow up on my response to this complaint. I spoke with the consumer this afternoon. The consumer provided the needed information and we have lifted the block on the account. I will email the consumer to let him know but wanted to provide that information to the Revdex.com as well.

Fiserv, Inc. (“Fiserv”) is in receipt of the Complaint #[redacted] from the Revdex.com. BillMatrix Corporation (“BillMatrix”) is a wholly owned subsidiary of Fiserv, Inc. It is the process of BillMtrix to place a block on an account where there is a suspicion of fraud.  We...

understand that, in this case, the payment was submitted in error and therefore we would be happy to remove the block on the account.  The company reached out to the consumer to obtain the account number as that information is needed in order to remove the block but was not originally provided.  As of yet, we have not heard back from the consumer.  We ask that the consumer contact me at [redacted] and provide the ComEd account number in question we can resolve this matter fully. Thank you.

The following details are being provided at the request of the customer and to respond to the complaints of the customer. The details pulled from our system regarding the payment are attached.  As stated previously, the Bill Pay accounts are linked through the customer’s social security number (“SS#”). When a Bill Pay account is canceled due to Collections, it places that Bill Pay account in a negative status and flags the customer’s SS# associated.  When a customer tries to enroll with any other bank’s Bill Pay service that Fiserv processes for, it will block the enrollment. Which is what happened in this case. Other Bill Pay profiles for this customer were enrolled in prior to 12-11-09, when the [redacted]/Wells Fargo account went into a Collection status. Fiserv does not process for [redacted] Bill Pay. Fiserv also located a USAA Bill Pay profile using the same customer email address, however, that account is associated with another name, DOB and SS# and therefore, Fiserv would not block that Bill Pay account. Please also note, the payment in question was made using an Online Bill Pay account, therefore, the customer would not have written a check.  Fiserv made the payment as requested online and then attempted to collect from the customer’s bank account, however, the bank indicated there were non-sufficient funds in the account and Fiserv was unable to collect.  This means that the money was owed to Fiserv and not to the bank so the bank would have made no attempt to collect the debt. Despite the preceding, Fiserv has decided in terms of good customer relations, that we will change the status of the customer account and allow her to re-enroll in our Bill Pay services. The customer should allow at least 48 hours for this to process before attempting to enroll.

We are in receipt of the Revdex.com ("Revdex.com") complaint ([redacted]) submitted to the Revdex.com on December 11, 2015, to Fiserv, Inc. ("Fiserv"). There are a few options the customer has to resolve this issue: (1) the consumer can submit a chargeback request with his credit card issuer in order...

for him to be reimbursed by his bank. When Fiserv receives the chargeback, we begin the process to recover the money from the destination account; (2) Fiserv can send a Letter of Indemnity (sometimes referred to as Hold Harmless) in an attempt to recover the funds (the financial Institution has 90 days to respond to this type of request); or (3) the consumer can request the funds from the other party through a Popmoney transaction. These options have also been sent to the consumer via email in an effort to resolve this situation.

Fiserv, Inc. (“Fiserv”) is in receipt of the Complaint from
the Revdex.com (#[redacted]).  BillMatrix Corporation (“BillMatrix”) is a
wholly owned subsidiary of Fiserv, Inc.  Please
accept this correspondence as BillMatrix’s formal response to the
Complaint. ...

 
BillMatrix reached out to the consumer to obtain specific
account information as our search criteria is limited.  The consumer did provide a biller account number
however it appears it may be inaccurate as BillMatrix is unable to locate that account
number in our system.  Therefore, we reached
out again to the consumer to confirm the account number and to request that he provide
additional payment details such as payment dates and amounts which will assist
us further in the research of this complaint. 
As of this date, we have not heard back from the consumer.  BillMatrix would like to complete the investigation
and provide a proper response and urges the consumer to please contact us.
Fiserv values our customers and we regret that the customer
did not have an ideal experience and offers a sincere apology for any
inconvenience.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
 
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I am accepting that they restored my bill pay services. I am not accepting that I owed them any money.  USAA had the wrong SSN and name? Really?  And what about [redacted] or [redacted]. I think they are confused but I am glad my rights are no longer being violated.  
Regards,
Sherrie [redacted]

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 BillMatrix Corporation’s
(“BillMatrix") formal response to the Complaint. 
Since receiving this complaint, and...

as requested by the consumer,
BillMatrix has reached out to the consumer on 3 occasions and has not received
a return call or email.  After conducting
research we determined that there was a “Pre-Authorization” hold from American
Express due to two transaction attempts. 
BillMatrix did not debit the customer twice.  American Express has informed BillMatrix that
they have removed the second authorization.

BillMatrix reached out directly to AEP regarding the request to open the account.  AEP, however, has declined the request to
unlock this account.  The customer will need to make a payment at an
in-person location.  Authorized Wal-Mart locations in the service territory
will accept debit cards and Wal-Mart gift cards, in addition to cash.  There is nothing further that
BillMatrix can do for this customer.

We are in receipt of the Revdex.com
("Revdex.com") complaint ([redacted]) submitted to the Revdex.com on September 30,
2014. Please accept this correspondence as Fiserv, Inc. (“Fiserv”) and BillMatrix
Corporation’s ("BillMatrix") formal response to the Complaint. ...

BillMatrix is a wholly owned subsidiary of
Fiserv.  The details of our review are
discussed below.
Company records show that the customer attempted to make a
payment to AEP using the BillMatrix system.  The customer entered the card number
correctly on the first attempt however the payment was declined as the card had
been flagged as stolen.  The customer
then made 5 additional attempts with an incorrect card number and reached the
payment velocity threshold of 6 payment attempts within a 30-day period.  This threshold is a mutually-agreed upon
threshold set by Fiserv and the biller, AEP, to be used as a fraud
deterrent.  AEP can provide customers
with other payment options.