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Fiserv, Inc.

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Fiserv, Inc. Reviews (57)

[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,
Shirley [redacted]

Fiserv, Inc. (“Fiserv”) is in receipt of the RevDex.com ("Revdex.com") complaint ([redacted]) submitted to the Revdex.com on January 27,
2015 (the "Complaint"). Please accept this correspondence as Fiserv’s
formal response to the Complaint.  The details
of our review are discussed...

below.
Our records indicate that on November 01, 2014, Fiserv
received a request to pay Merrick Bank the amount of $242.46 on November 12,
2014 from the consumer’s unique ID and password.
On November 11, 2014, Fiserv processed the payment as
requested.  Merrick Bank received the
payment and Fiserv captured the funds from TD Bank on November 12, 2014.
On December 04, 2014, Fiserv received notification that the
consumer withdrew the authorization for the funds and his account was credited.
To date Fiserv has not received the funds back From Merrick
Bank.  The consumer is responsible for
the debt he incurred to the Bill Pay service for processing and remitting the
payment as he instructed.
To restore his online account please have the consumer contact
Fiserv at ###-###-####.

First off the Card was not stolen nor was it ever reported stolen.  We have used it 2 other times before and after this attempt.  Second the only option they gave me to pay the bill was to go to a pay station which we could not do because of numerous reasons.  I can understand locking the account but once your customers call they need to be able to unlock it that way.  Locking an a customer off for 30 days is unacceptable not everyone can go to a pay station and the only way they have to make a payment is by phone or online and you denied me that.  I almost had my electric shut off and that is unacceptable I have a machine I have to use at night time to breath and without that machine I could die.  Fix this issue and unlock my 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

This is ridiculous. I am legally disabled and unable to leave my house and go to a pay station.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Unfortunately, that response does not resolve the problem. If possible, it would be helpful for the business to mail and/or email the records which indicate that the transaction processed as a debit (although, the records appear to be inaccurate). As email correspondence has already been established with me via a paralegal, I imagine this would not be a difficult task to accomplish.Also, if the business is truly interested in ensuring that the problem does not occur again, it could connect me, the consumer, with a specific manager who can facilitate a future transaction, therby assuring a debit transaction will occur. A failure to do so clearly demonstrates a lack of customer service and a failure by management to adequately address the issue (i.e., to internally- if not publicly- acknowledge the unethical behavior of its own employees in this matter, whom I must otherwise conclude have intentionally manipulated my past trasactions). 
Regards,

[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,
Tamela [redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]     Fiserv as indicated in the original complaint has not provided documents that the payment was ever sent to the financial institution for me to contact them for a dispute of charges!

Fiserv provides credit card processing and bill pay services to Cities Credit Union in Minnesota. After two instances of fraudulent charges to my credit union Visa card, I decided it was time to switch to a more secure card - Movocash c/o Metropolitan Commercial Bank.

I set up transfer links between Metropolitan and my Credit Union and also between my account at Ally Bank and Metropolitan so that I could load my Movo debit card. I scheduled transfers to Metropolitan from both my credit union and Ally Bank. I heard nothing for a week and then noticed an error message on my credit union's on-line banking "bill pay" app. I contacted the credit union on Friday morning and discovered that Fiserv had questioned the pending transfer from the credit union to Metropolitan. As a result of the call to the credit union, Fiserv cancelled the transfer and locked my Fiserv account. All without notifying me.

In response to my call, the credit union called Fiserv on Friday afternoon and then called me back to advise that Fiserv would unlock my account in "1 or 2 business days" and that I would then need to set up a new transfer. On Saturday, I was called by Ally bank who advised me that the transfer I had scheduled between Ally and Metropolitan had also been cancelled by Fiserv. The Ally bank agent gave me a name and number to contact at Fiserv
and when I called them (on Saturday), I was advised by"Kathi" that there was no immediate action they could take, but that someone would call me back in "1 or 2 business days" about unlocking my account. I was also told that, once the account was unlocked, I would have to schedule a new transfer from Ally to Metropolitan.

I contacted Movo and was told that my new account is active and ready to receive transfers, but now I'm wondering if these erroneous actions by Fiserv (abetted by some unnamed person at my credit union) will damage my credit rating and I'm also skeptical of a quick resolution of the problem that Fiserv created in one day but couldn't start to repair for 3 days.

Time is money and I've had to spend time on-line and on the phone with 2 banks, a credit union, and Fiserv. I'm wondering who will reimburse me for this fiasco that was not of my making but was apparently caused by miscommunications between Fiserv and their credit union client.

Fiserv, Inc. (“Fiserv”) is in receipt of the Complaint from
the Revdex.com (#[redacted]). 
Please accept this correspondence as Fiserv’s formal response to the
Complaint.   Popmoney is a service
offered by Fiserv.  The details of our
review are discussed...

below.
It is a Fiserv policy that customers may not have the same debit
card on more than one profile. To accomplish this, the application does not
allow a deleted card to be reused. This policy was established by our Risk and
Product teams to prevent fraudsters from adding the same debit card (possibly fraudulent)
to various profiles and bypassing our established product transaction limits.
The Popmoney.com contact center (reachable via the support
options on Popmoney.com) is aware of this functionality and they are able to
provide customers with those details over the phone or in chat support.
Fiserv values our customers and we regret that the customer
did not have an ideal experience and offers a sincere apology for any
inconvenience this has caused.  Fiserv
establishes policies such as this in an attempt to minimize risk exposure to customers.

As I have stated all along that neither Nashville Electric Service nor [redacted]'s Own Credit Union have no records of a transaction ever being processed. Fisher/ Bill Matrix is the only entity that can provide the documents I have requested all along. Until they can produce the documents I will continue to pursue this complaint as unsatisfactory. I repeat that no one else can provide these documents but them.

The complainant provided [redacted] a copy of the bank statements so that we could verify the two debits. Our system shows that 1 of the payments that was debited was a “False Time Out” that never made it to the biller. This wouldn’t be something the payor would see so it appears to the payor as...

being debited twice and sent to the biller ([redacted] account). Understandably, the complainant disputed a payment, however, that payment would have been the only good payment. The remaining issue is that both payments were debited from the payor’s account, but only the disputed ACH payment was returned. The payment that was attempted through the [redacted] (the false time out) is still at issue, and it appears that the complainant is due these funds. Our team has been in contact with [redacted] about this payment and [redacted] couldn’t see where it was debited (neither could we when we searched the [redacted]). We’ve opened an escalated ticket with [redacted] whose IT department is looking into this further because even though none of us can see the debit in the [redacted], the bank statements clearly show the payment was debited and that the funds have not been returned. We have provided this status to the complainant and will continue to be in contact with [redacted] daily until we are able to provide a resolution on this matter.

The three Mastercard payments (along with the fees) show as “Failed Auth” status. The funds for the payments and fees are “Not” debited for Failed Auth payments for Credit Cards.

Review: This business has handled processing of bills for the last 6 months on an account with Nashville Electric Service and the last payment was returned by the bank that I have used for previous payments. I requested documents as to why the payment did not get paid by the bank and they refused to provide the documents. I was told to contact Nashville Electric Service for the documents. I contacted them and told me to contact Bills Matrix /Fiserv for that information.Desired Settlement: Refund returned check fees of $15+ the fee the charged to process the payment. I would also like to see the documents showing the failed transaction as my financial institution has no record of the payment even being processed. I will never do any transactions with this business again!

Business

Response:

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.

Since South Jersey Federal Credit Union contracted FiserV to facilitate creditor payments through their Bill Pay, I have had more complaints with creditor's not receiving payments than ever before. Beginning on June 28, 2014, I scheduled my rental payment as I did for several months, to be disbursed by electronic payment to my landlord's company bank account. Without informing me, FiserV began generating paper checks to this creditor, causing the first issue, when my rental payment wasn't received till July 2, 2014. Normally, after submission, my landlord would receive the payment within two business days, electronic. Again, unknown to me, a paper check was actually mailed to my landlord's bank, and thankfully the representative there deposited it properly. On July 2, I scheduled another rental payment to be disbursed on 7/25/14. Unfortunately, that payment wasn't received, prompting me to look further into payment confirmation, it was then I discovered, that my payment was switched from electronic to a paper check. For over a week, my fiance and I spent hours on the phone between our credit union and its Bill Pay department trying to resolve this matter. No one could locate the check. Consequently, we were instructed to cancel the check. We did, and frantically, ran to the credit union on August 1st, to obtain a certified bank check for our landlord, we then ran it to his home to avoid late charges. To add insult to injury, on 8/11/14, my landlord contacted me to say that the check that I placed for stop payment was deposited and and withdrawn from his account which caused him to incur $12 in fees from his bank. Our landlord was completely harmless in this situation of incompetence and was charged for the negligence of our Bill Pay department's failure in properly stopping payment on a lost check issued by them. After this frustrating situation, FiserV and/or South Jersey FCU Bill Pay Department representatives then instructed us, to ensure prompt service, revise our Payee information to reflect our landlord's home address instead of the originally created Bill Payee information that including his bank account information. We were assured that the next paper check would arrive on the date I scheduled it for, August 22, 2014. Immediately, I scheduled my rental payment on 8/1/14 for 8/22/14 to my landlord. To my surprise, as of today, 8/23/14, he has not received it. Thankfully, there is time to wait before being charged late fees. I am disheartened that I will, again, have to go through this game of irresponsibility for another week before I'll to resolve it the situation on my own again, to get my rental payment in on time. In addition, my late fee is $85, even though FiserV displays a meaningless guarantee on my Bill Pay website, it only covers up to $50. This month, their unreliability, could cost me an additional $35.00 because their late fee guarantee isn't sufficient. I am tired of incompetence and runaround. Moving forward, I plan to find a bank with reliable Bill Pay methods. This is inconvenient and terribly embarrassing for people who pay their bills on time. In order to recover the fees, FiserV places more complicated and frustrating methods of proof on the customer. This company is terribly unreliable for bill paying. It is frightening that we have reached this level of incompetence and tolerate misuse of our hard earned money.

Review: I opened an account with you to make payments to my Walmart credit card. I made 3 payments one for $300 one for $150 and one for $100 the last two because I originally put the wrong amount, regardless I did set it up using the wrong bank account that is my fault and I did receive the letter stating that another attempt will be made. So I transferred the money over to the account that I needed it in. Now I have moved it back because you are not going to take my money. From my understanding you send the payment form you account then withdraw the money from mine, which does not look like that happened, so you are not taking my money. I have just checked with Wal-Mart and both payments have been returned and they are claiming the account is no good. Why would you send money to pay the bill and then try to collect from my and charge a $15 dollar fee when the account is not even correct, this feels like a scam and you are trying to take my money. Because of you negligence you have caused me to go over my limit. I cancelled my MyCheckFree account and I want nothing more to do with you.Desired Settlement: I should be compensated in some way due to the headache you have now created when the so called payments you processed were returned as a bad account.

Consumer

Response:

[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.]

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,

I paid my aep deposit with a credit card and the company said that there was a return check charge on my bill. I didnt pay with a checking account so I called to get this resolved. The woman I talked to said that thewas a mistake and that they would take the charge off my bill. I got my bill a couple days ago and the charge was still on the bill.I called customer service and they told me that they couldn't take the charge off and that I was to call my bank and have them see if there was a mistake on their part.they said that they didn't haveany record of this mistake.after calling back for the third time bill matrix told me that there was nothing I could do about it.so I was told 3 different things by 3 different customer representatives of the matrix.

Review: Bill Matrix (Fiserv) is the 3rd party payment processing for my electrical company, Cobb EMC in Marietta, GA. My electrical bill was due July 8. On July 3 I logged in to the Bill Matrix online system and made a payment that included the $3.95 fee that Bill Matrix assesses. I received confirmation of the payment via email. I logged back in to my electrical service online account on July 11 to find that the payment was not processed, and the electrical company had charged me a $25 fee when the payment had not been received by July 8, the due date. I contacted Bill Matrix and they said the payment was returned by my bank because my account was "frozen". I know that is not true because my account is not frozen...I've been using it the whole time. I verified with the Bill Matrix rep that my checking account routing number and account number had been entered correctly, i.e. there was no mis-key of information when I made the payment on July 3. I contacted the bank and verified that my account was open and valid, and funds were available. What's more, the bank said that Bill Matrix NEVER ATTEMPTED the payment on July 3! Now I'm racking up fees, and Bill Matrix states I can't get "cleared" in the Bill Matrix system to make my electrical bill payments until they get a letter from my bank stating my account is open, and not frozen. And meanwhile I'm still in danger of having my electrical services interrupted due to "non payment"!

The representatives I spoke with were not helpful in resolving this situation. They say "We are JUST a third party payment processing company." However, Bill Matrix has one purpose - processing payments, and they have failed utterly at that. Instead of helping, they blame the electrical company or the bank, and put the work onto me. I have spent my time and will need to spend extra time to go to the bank branch to have them write a letter and fax a letter about my account status. Neither I nor my bank caused any of this issue. The only organization that did, Bill Matrix, is doing nothing to help resolve it. If I had a choice, I would not use Bill Matrix's services, but my electrical company doesn't process their own payments. So Bill Matrix is the only choice of companies to work with. It is very sad that they have no interest in helping customers, especially when they have caused the problem the customer is having in the first place.Desired Settlement: I want Bill Matrix to take responsibility for finding and fixing whatever process issues caused my problem. They should take care of (either by paying me or having it removed) the $25 fee that was assessed by the electrical company and do whatever is necessary on the internal communication between Bill Matrix and Cobb EMC so that my service is not in danger of being interrupted and my account remains in good standing, as it has been. I also would like some compensation for my time. Assuming the bank can quickly draft and fax the letter that Bill Matrix requires, total time invested will be around 4 hours. I make about $45 per hour.

Business

Response:

We are in receipt of the Revdex.com

("Revdex.com") complaint ([redacted]) submitted to the Revdex.com on July 11, 2014

(the "Complaint"). Please accept this correspondence as BillMatrix

Corporation’s ("BillMatrix") formal response to the Complaint. The details of our review are discussed

below.

Review: Went to pay a Bill it denied my card and 3 times took their fee without providing payment servicesDesired Settlement: That my money be returned to my variance their system did not pay my bill after card declined due to systems being down though they sure took their fee without the service I'm paying the fee for them to do

Consumer

Response:

On Thu, Oct 1, 2015 at 12:43 PM, [redacted] wrote:Issue resolved

Business

Response:

The three Mastercard payments (along with the fees) show as “Failed Auth” status. The funds for the payments and fees are “Not” debited for Failed Auth payments for Credit Cards.

Review: I have used Popmoney for two years now to make a payment to a food club I belong too. I was forced to use Popmoney when merged with Zashpay. Its been one headache after another. Very poor customer service. I have had to update my account info several times due to new debit cards. Each time the edit button does not work and I have had to delete the old card and add a new card. Now they have implemented new security settings and when you delete a card it can no longer be added. My new card has a different CVV number and expiration date so every other business sees this as a different card. There are no postings/notifications about this. I had NO Way to know this would happen as admitted by [redacted] D. Employee#[redacted]. But they would do nothing to correct and now I am forced to pay earlier because I can not use my debit card that gets processed in 24 hours. He did hint that an upgrade was in the works to correct this in the future probably because of other complaints.Desired Settlement: I want this to be public knowledge and warning to other users and I want to be able to add my debit card to my account. It is an unfair and secret policy. Also, everytime I have complained about the slowness of my transaction the answer from customer service is always to attach a debit card to the account and now because of a secret system change I can not. I feel duped by this company.

Business

Response:

Fiserv, Inc. (“Fiserv”) is in receipt of the Complaint from

the Revdex.com (#[redacted]).

Please accept this correspondence as Fiserv’s formal response to the

Complaint. Popmoney is a service

offered by Fiserv. The details of our

review are discussed below.

Review: On 06/17/13 I paid a utility online using billmatrix. I entered my credit number but received a recording payment did not go through. The following day BillMatrix inadvertently charged the checking account on file instead of charging my credit card in addtion they charged the bank account twice. I called Bill Matrix to advise of error and also the overdraft fees I incurred due to their error in billing the incorrect checking acct. They advised me to fax over info to obtain credit. After 14days of waiting I decided to recontact to find out status of refund to find out it was declined because both charges were made 30mins apart. I explained it had to be a system glitch error. Then when asked who I could send my complaint to Supervisor [redacted] advised I could only submit online or thru a PO Box. Horrible customer serviceDesired Settlement: Credit to my Account

Business

Response:

We have determined that there was a technical issue on June 14, 2013 which may have contribute to the customer’s duplicate payments. For this reason, we are refunding the customer’s OD fees totaling $140.00. The Contact Center spoke with the customer on Tuesday, July 23, to inform her of this and also asked if the customer wanted us to reverse one of the payments. She was very happy with our decision to issue the refund and stated she did not want the reversal. The customer was informed that she can expect to receive the refund in 3 to 5 business days beginning on Friday.

Thank you,

Consumer

Response:

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Description: Data Processing Service, Data Processing, Hosting, and Related Services (NAICS: 518210)

Address: 4411 E Jones Bridge Rd, Norcross, Kansas, United States, 30092-1615

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