Fiserv, Inc.

Review: On Saturday, June 14th, I logged into my Nissan Motor Account online, and was directed to Bill Matrix to continue with the payment process. After entering routing and checking account information to make a payment with an electronic check, the system indicated that the payment couldn't be process at that time and instructed me to try again later. A few minutes later, I was able to successfully make a $500.00 payment with $5.00 processing fee to be posted on my account with the confirmation number 166517.

The following Monday, June 17th, I reviewed my electronic bank statement to find that Bill Matrix had charged me 2 separate payments, as well as 2 separate processing fee. Because of the duplicate charges, I also received $144.00 in bank fees from my bank. I immediately called Nissan Motor, who instructed me to contact Bill Matrix. I was connect with 3 different Bill Matrix reps that day, and spoke with a representative [redacted] for an extensive period of time. He informed me that a reversal of the duplicate payment would be processed in 72 hours after his submission of the request, and that I should fax my electronic bill statement to be reimbursed electronically of the banking fees that occurred due to Bill Matrix. He also informed me that the online Bill Matrix payment website had been having system issues from June 9th - June 14th, and my issue was not the only one of this nature.

After waiting a week, I contacted Bill Matrix again on Tuesday, June 25th and spoke with the representative [redacted]. He informed me that whoever processed my initial request filled it incorrectly as a refund to a VISA Card (and I originally paid with an online check). He also told me that I should not rely on Bill Matrix to follow through with a speedy reimbursement, and I should begin a dispute charge with my bank. He transferred me to a supervisor named [redacted] to continue the conversation around my refund.

[redacted] receive my 3rd fax to have the banking fees electronically refunded on Wednesday, June 27th and reminded me that I should be patient because Wednesday was the 10th day, and all charges should have been returned to my account within 7-10 business days.

Today is day 11, and I have heard no response from Bill Matrix. I called twice today, and the first time I spoke with the representative, [redacted]. I asked to be transferred to [redacted]. After being on hold for several minutes, he returned to relay a message from her that she was still waiting on the approval of my 3 refunds. The 2nd time I called, a representative named [redacted] informed me that [redacted] could not receive transferred phone calls.Desired Settlement: I need the duplicate payment, processing fee, and bank fees as soon as possible. It has been 11 days that I have not had access to my personal finances due to both a system error and human error on the responsibility of Bill Matrix. I have not had the option to pay other bills, go to the grocery store to buy food for my family, or purchase gas to get to and from work.

I am looking for a deposit/refund of $649.00 ($500.00 duplicate payment, $5.00 duplicate processing fee, $144.00 bank fees) into my checking account as soon as possible.

Business

Response:

Fiserv/BillMatrix would like to assist Ms. [redacted] and attempt to resolve any issue she may have however we are in need of additional information, specifically, the Nissan account number.

On July 9, 2032, Fiserv attempted to contact Ms. [redacted] to obtain additional account information so we may be able to complete an investigation. On July 12, 2013, a voice message was left for Ms. [redacted] with the same request. To date, Fiserv has not received a response from Ms. [redacted]. We respectfully request Ms. [redacted] to contact [redacted].

Thank you.

Review: I made a payment to my TD Bank credit card from my TD Bank checking account online, on 11/12/2014for $242.46. Fiserv, the company that handles TD Bank online bill pay, also sent the exact same amount of $242.46 on the exact same date of 11/12/2014 to Merrick Bank credit. In which I hadn't had an open account with Merrick Bank in over 6 months. I saw the charge to my account for $242.46 to Merrick Bank and canceled it and TD Bank refunded the money on 12/03/2014. Fiserv is telling me I owe them $242.46. The first time I called them we did a conference call with Merrick bank (3 way call between my self, Merrick Bank and Fiserv) Merrick Bank employee said they would refund the money once it showed up. 2-3 weeks later my online bill pay for TD Bank is still not accessible so I call Fiserv again and this time they tell me if I want to use my online bill pay for TD Bank I have to pay Fiserv $242.46. So I call my bank and I am told I have to go through Fiserv. So today, 01/27/2015, I call Fiserv and speak to "[redacted]", he tells me that Merrick Bank said they will not refund the money at that they don't transfer money. So I had [redacted] do another conference call. we spoke to Merrick Bank again and the employee said nothing was showing because my account had been closed for over 6 months. When I asked her about what [redacted] said that Merrick Bank refused to refund Fiserv's money and that they don't do transfers, [redacted] interrupted and rushed to end the call. 1.) I did not give permission to Fiserv to handle my money in any kind of way and had no knowledge they would be. 2.) I did not give Fiserv permission to send any money to Merrick Bank, in which I do not owe Merrick Bank any money and do not have an account with them. 3.) I feel that Fiserv is trying to steal money from me adn charge me for there error. The exact date I paid my TD Bank credit card for $242.46 is the exact same date Fiserv charged me for the exact same amount they sent to Merrick bank that I do not have an account with and do not owe any money to. I do not want this reflecting my credit score. I want it handled correctly. I did not give them permission to do anything with my money and the fact that they sent Fiservs money to Merrick Bank should effect me. I've done everything I can to help them get there money back. They don't call me with any updates, they dont mail me anything. For "[redacted]" from Fiserv to tell me Merrick Bank refused to refund the money and me not recieve any call, email, text, voice message or anything about that, isn't right and makes me believe it's a lie. It all seems like a lie to cover up Fiservs error.Desired Settlement: I want this handled adn finished. I want my debt erased from Fiservs collection agency, I want my TD Bank online bill pay restored, I would like to speak with someone in higher management that can actually give there last name, and I would like an apology.

Business

Response:

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.

Review: I AM PISSED OFF BECAUSE I MADE A PAYMENT ON 5/25/14 @ 10AM PST AND THE COMPANY MESSED UP AND DID NOT COUNT THAT I MADE THE PAYMENT THAT DAY AS PAYMENTS ARE TO BE MADE BEFORE 2PM CST. THEY POSTED THE PAYMENT ON 5/27/14 CAUSING AN ISSUE WITH MY LENDER AND IT PUT AN OVER 30 DAY LATE ON MY CREDIT AND I AM NOT HAPPY WITH THEM. I UNDERSTAND THE HOLIDAY BUT I DID NOT MAKE MY PAYMENT THE 27TH I MADE IT THE 25TH BY THE TIME FRAME AND THEY BETTER FIX IT OR I WILL SUE.Desired Settlement: THEY NEED TO CHANGE THE DATE OF MY PAYMENT ASAP AND REPORT THAT THEY MESSED UP TO MY AUTO LENDER SO IT CAN BE FIXED ON MY CREDIT.

Business

Response:

BillMatrix Corporation’s ("BillMatrix") is in

receipt of the Revdex.com ("Revdex.com") complaint ([redacted])

submitted to the Revdex.com on June 6, 2014 (the

"Complaint"). Please accept this correspondence as BillMatrix formal

response to the Complaint. The details

of our review are discussed below.

Review: This complaint is against UChoose rewards, FISERV is the parent company, and the one listed with Revdex.com. I have been trying since the Wednesday before Thanksgiving to redeem our points with this company, for gift cards. I have tried multiple times, which their system keeps kicking back the order. They finally, after contacting my bank, [redacted], which has the contract with them, said there was a "glitch" in their computer system with orders containing a Home Goods gift card, which mine did, but the glitch had been fixed. After calling again today, and finding out that the order is still in "processing" status, am fed up. There is noone available above a supervisor, and when speaking with the supervisor, which I have multiple times, all the can do the "escalate" the issue is send an email, to which, since November, 3 weeks ago when this started, I still have not had a single call back from anyone in management, nor an email apologizing or saying when we will get the gift cards. I even opted to "pay" with additional points to have the gift card expedited, and yet still- that was last Thurs- they have not shipped and no one can provide any information regarding my order, all they can do is, again, send an email. I would LOVE for someone to actually contact me regarding this issue, as I have exhausted every ave I can think of.Desired Settlement: Please over night the shipping of the cards and have someone contact me regarding this order. I would like the additional points that I was charged to expedite the order, which has not happened refunded to my account.

Business

Response:

We are in receipt of the Revdex.com

("Revdex.com") complaint (#[redacted]) submitted to the Revdex.com on December 16,

2014. Please accept this correspondence

as Fiserv Inc.’s (“Fiserv”) formal response to the Complaint.

Review: The short story is that CashEdge, a subsidiary of Fiserv, has placed an unauthorized hold on an account and refuses to release it. On August 9, 2013 my boyfriend lost his Walmart Money Card. He called and ordered a new one. He wanted to access the money while waiting for his card, so he asked me to complete a 'bank-to-bank' transfer through my Huntington Bank account. We set up the transaction, not knowing that in order to successfully complete a bank-to-bank transfer, I would need to own both the sending and receiving accounts. As such, the transfer failed on August 12, 2013. on August 15, 2013 my boyfriend's new Walmart Money Card arrived in the mail. On August 16, 2013 he attempted to activate the card online, and was told this was not possible and to call to activate. Upon calling, he was told that the card could not be activated as there was a hold placed on the entire account by a company named 'CashEdge', but they had no contact info for this company. They advised my boyfriend he had to figure out how to contact CashEdge to have the hold removed. A quick Google search revealed that CashEdge had been purchased in 2011 by Fiserv, and only Fiserv's website would come up when searching for CashEdge. We contacted Fiserv, however they claimed to have no knowledge of any such transaction. I then contacted Huntington Bank to attempt to resolve the issue. After quite a bit of back and forth, I found out that Huntington Bank used a third party to process the bank-to-bank transfers - yep, you guessed it - CashEdge again! An additional call to Walmart Money Card revealed that (suddenly, after about a week of contact) they had a number for CashEdge. We contacted this number and had to leave a message. They just called my boyfriend back, and after 45 minutes of discussion, they hung up on him, but not before they also denied responsibility and re-directed me back to Huntington. At this point, the $500 (which is a lot of money to us!) is STILL tied up, and tomorrow his next paycheck will be direct-deposited into the frozen account. His employer was unable to stop the deposit in time for this pay period. This is BEYOND ridiculous, we've spent hours of our time on the phone, and still no resolution.Desired Settlement: Release the hold on the account IMMEDIATELY!

Business

Response:

Ms. [redacted] is a client of Huntington National Bank (CashEdge is service provider

of TransferNow Service to Huntington National Bank). TransferNow is a service

offered to consumers who own accounts at two or more financial institutions, for

the purpose of transferring funds between such institutions. In this case, Ms.

[redacted] attempted to add to a third party bank account to her Huntington Bank

account, as she clearly states in her complaint. This third party account

belonged to her boyfriend, not to herself which is not the product’s intended

use. As a result, the transfer request she attempted was cancelled and not

processed. Subsequently, the company that supported the Boyfriends account

(Walmart serviced by GreenDot) placed a hold on the card when the transaction

attempted to process. They confirmed that the hold was placed due to a reported

“lost card” by Ms. [redacted]’s boyfriend and that she was not a signer on the

Walmart account.

As the transaction was cancelled, there were no

transfer of funds by Fiserv and the matter was referred back to Ms. [redacted]’s bank

for further research and resolution. Huntington Bank contacted her on 8/23

confirming the actions they took and what further steps she should take to

resolve the matter. As of that date, we were advised by our client that the

matter had been resolved.

On 8/23/13 Fiserv Risk Team contacted confirmted with GE Capital that the hold on the card had been lifted.

Review: Since February of this year I have been charged a dollar fee when sign up to pay automatically through Harley Davidson. I pay on time on the first and by the seventh it is reversed. It is annoying I have complained to Hd financial with no resolution because they claim to have no control over Billmatrix. I go online get charged to pay my note. I believe it is done to collect extra fees from the consumer because no one will fix the mistake. I have been using the same account for years to pay my bills and not this one company says the bank is doing it and they can't do nothing. This after I have gone in to my account and ensured the correct information. Harley Davidson Credit is a predatory business that does not care for their customers by blaming other companies. This billing company is charging extra fees to for no reason other than to exploit the customer.Desired Settlement: Ideally they can shut down and have a more reputable financial company take over.

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.

Review: Bill Matrix charged my American Express card

Although they said my card was declined .

American Express said I entered all information

Correctly and the charge went through . Now

I have two charges for Entergy on my Amex.

I don't feel that I should have to have my credit

Tied up due to a problem with Bill Matrix's

System. This is the third time this has happened

To me. There are numerous complaints on line

Regarding this matter .Desired Settlement: Bill Matrix needs to admit the problem is on their

End. I want an immediate credit.

Business

Response:

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.

Review: I received a Popmoney request from a TD Bank customer which I accepted. Popmoney withdraw the funds from my bank account ($300) but then notified me that I needed to verify my identity. When I called Popmoney they would not connect me with anyone who could do the verification and told me I would be contacted my someone in 2 days. 1 week later I still had not been contacted by anyone and I called Popmoney back. Again, no one would do a verification and they told me someone would call me in 2 days. its been 12 days since the funds were withdrawn from my account and this issue is still not resolved.Desired Settlement: If Popmoney is not going to complete the transaction, I would like the funds returned to my account.

Business

Response:

We are in receipt of the Revdex.com ("Revdex.com") complaint ([redacted]) received from the Revdex.com on August 19, 2015 (the "Complaint"). Please accept this correspondence as Fiserv/Popmoney’s (Popmoney) formal response to the Complaint. The details of our review are discussed below.On 8/3/2015, the customer created a profile at Popmoney.com eventually adding a State Employees CU account. On 8/7/2015 2 transactions were initiated in the amounts of $1,000.00 (transaction400146301) and $300.00 (transaction 400146581). Popmoney’s Account Verification Team contacted State Employees CU to verify account ownership. State Employees CU was unavailable to verify and as a result, a Restricted Hold was placed on transaction 400146581 ($300.00) due to exceeding the $1000.00 threshold. A Restricted Hold was also placed on the customer’s Popmoney.com profile. On 8/13/2015, the customer contacted Popmoney’s Customer Service Team for resolution. At that time, Popmoney initiated a Verification Team review. It was determined that documentation was needed from the customer to verify the account and a Document Request email was sent to customer. On 8/18/2015, the customer contacted Customer Service regarding resolution however verification documentation had not yet been received from the customer. On 8/19/2015, per Popmoney.com ACH policy, 8 days after transaction 400146581 ($300.00) was placed on temporary hold, the debit reversal was initiated. The funds from transaction 400146581 ($300.00) were successfully credited back to the source, State Employees CU account, on 8/20/2015. We apologize for any inconvenience this may have caused.

BillMatrix is now Fiserv, Inc as I understand from website, and talking to people at BillMatrix. They accept payments for AEP/SWEPCO if you pay online/by phone. I have been making payments online and on the phone for about ten years or so. I have a house and an apartment that I am paying now, and yesterday I attempted to pay the house bill on line for the first time, and the web site was not working correctly; I didn't realize that and made a couple of attempts to pay; then I called BM and the lady attempted and was locked out, and said I would be able to pay in 24 hours. When I called this morning to try to pay, I was told I was locked out until next month! I had to talk to three levels of supervisors trying to get an explanation. At the third level after a lengthy, lengthy discussion, the lady finally said it I would have to contact my bank because I was processing with a debit card. I have used this SAME debit card for almost TEN year to pay this very bill. Then I was told it was for security reasons. I replied that I appreciated the security, but I have used this card for YEARS. She would not budge, said I had to talk to my bank. I tried to call the President & CEO of Fiserv, Inc, knowing he wouldn't take a call--I couldn't even get an assistant on the phone, just voice mail. I left a message on the second assistant's voice mail that I was contacting you. Negative experience for NO REASON.

Review: I have submitted payments for a utility through BillMatrix, a service offered through Fiserv. The first time, I selected a debit transaction, however, it was processed as an ATM transaction, which I did not authorize.

I tried a second and third time to pay, this tame through an automated phone option offered through BillMatrix. I selected option 3, credit, and the transaction processed. However, when it posted to my financial institution, it again appeared as an ATM transaction, even though I had authorized only a credit trasaction.

I believe that BillMatrix is tampering with my payment transactions and altering them so that they post as ATM transactions, which I specifically did not authorize.

I would appreciate a member of Fiserv leadership investigating the matter and correcting the problem. I am highly concerned that someone is tampering with my payment transactions and financial information. I am also concerned because when I called to remedy the problem, several employees lied about the details surrounding the matter, they seemed to purposely obfuscate information and provide inaccurate information, and they were anything but helpful.Desired Settlement: A legitimate explanation as to why my payment transactions are being altered and/or tampered with by BillMatrix employees and a solution to the problem (so that my transactions can process the way I authorized them) is the desired outcome.

Business

Response:

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.

Consumer

Response:

Review: I use Popmoney owned by Fiserv every other week to transfer money from [redacted], my daughters father, to myself for her daycare. On 7/14/14 there was a completed transfer of $180, [redacted] paid $180.95, $180 to myself and .95 for Popmoney fee. On 7/14 there was $181.90 deposited into my account. On 7/16/14 $181.90 was withdrawn from my account. I called to Popmoney, the number on my bank statement next to the transaction ###-###-#### and was told my bank withdrew the money, my bank tells me it is Popmoney that withdrew the money. I used the service the following week (before I realized there was a problem) to transfer $150. Again, there was $151.90 depoisted then 4 days later $150 deposited and $151.90 withdrawn. I authorized the service to deposit the money they collected from [redacted], but not to withdraw the money. I spoke with the person who deposited the funds and they are not in his bank account. I have seen the other persons bank statement and the money has been withdrawn. I have filed a police report as requested by my bank and a dispute with my bank. No one wants to claim ownership of this problem and return the money that is mine.Desired Settlement: I want the $180 that I am due and $245 which is overdraft fees that this has caused as reflected on my bank statement.

Business

Response:

Fiserv, Inc. (“Fiserv”) is in receipt of the RevDex.com ("Revdex.com") complaint #[redacted] submitted to the Revdex.com on July 23,

2014, regarding the Company’s Popmoney service. Please accept this

correspondence as Fiserv’s formal response to the Complaint.

I have Blue Cross Blue Shield of Texas. After FINALLY getting an invoice for the correct amount I had to pay it online so as not to be late. I went to their website and was redirected to BillMatrix, a FiServe company. This was the only purchase I had made with this card all month. The very next day my credit card company called to report suspicious activity. The card number had been used to try to purchase over $500 at a Walmart in a city over 300 miles away. I reported it as fraudulent and had to cancel that card and put a freeze on my credit. In precaution I cancelled and got all new credit cards. What a hassle. All of this because my insurance company does business with a company with very lax and unsecure internet security. Thank god my credit card company called me. Who knows how many credit card numbers and bank accounts have been compromised due to this websites horrible security measures. I'll never pay anything through this website again and am here to warn others.

Review: I have been required to make my payments throught BillMatrix to pay my car loan to Nissan Motor Acceptance Corporation. Every time I tried using my Chase-issued checking account to pay my bill, I should be charged a 5.00 transaction fee. BillMatrix has never allowed me to pay my bill using the checking/savings account option. Every time I tried it, it has to default as a credit card transaction, which comes with a much higher transaction fee (12.95). I made the rep at BillMatrix aware of my concern, with no resolution made until now. It looks like they do this on purpose in other to charge a higher transaction fee.Desired Settlement: I would like BillMatrix to successfully address this issue with their payment collection system

Business

Response:

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.

Review: I went on the site to make a payment for my electric bill with my Grandmother in laws card and she had given me the wrong card so I had to many failed attempts so I had to call to use the card. When I called they told me I had used up my allowed tries and would have to wait 30 days before I could try again. This is unacceptable now because of this my electric will be turned off tomorrow. I understand failed attempts and having to call but the representatives on the phone should be able to take the payment that way or reset the tries instead of making me lose power and wait 30 days to make a payment. They told me to go to a payment station but I can't do that because I won't have the card in my possession. The person's card I am using lives to far away and I have no other way to make the payment but online or on the phone.Desired Settlement: I feel they should have to pay for any reconnection charges I may have to pay if my electric is shut off because they did not provide the service I need to make my payment.

Business

Response:

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.

Review: I scheduled my bills through BillPay (Fiserv) to be paid on Friday 9/18. On Wednesday, 9/16, I scheduled a transfer from my savings to checking to cover the payment of my bills. I received a confirmation of this transaction.

On Friday, 9/18, I checked my account and noticed a $35 NSF from my bank for Chase Credit. Confused, I checked my account and noticed that my payment to Chase was not sent. I then noticed that the transfer was not made. I checked the Pending and the History in my Savings and the transfer did not appear. Baffled, I scheduled another transfer for the next day, Saturday 9/19. Once I completed the transaction and received my confirmation, I checked the Pending box in my savings account and the transfer was not listed. Still baffled, I canceled that transfer and did an immediate transfer and that is when I received a notification that I had exceeded the number of transfers from savings to checking allotted for that month.

I called the bank and explained my situation. I told them that the way the system is designed basically set me up to fail. I've never had a problem before, but I've never scheduled a transfer for a future date before. They agreed that I did everything right, and that there was no way I could have known the transfer wouldn't go through, and it was unfortunate that there was no notification when you transfer funds for a later date. They apologized for the inconvenience and immediately removed the $35 NSF fee. [This is why I love LGE Community Bank. They care about their customers.] They also told me that if I hurried to the bank or ATM, I could transfer the funds before Chase pulls the money because they had not done so at this point. I immediately went to the bank and transferred the funds. I asked the teller if Chase had pulled the funds yet for the payment and he said, "No, you're good."

The next day, I find ANOTHER NSF fee for $22, but this time from BillPayService (FISERV). I called immediately on 9/23 and spoke with Sarah. Explained the situation and fully expected that they would refund the fee since it was NOT my fault and I did everything I could to get that money in the account. Our history proves that we are not irresponsible in managing our funds. THEY DENIED the refund! THEY DENIED the refund! I am shocked and greatly disappointed! Since I've been on this account with my husband - EIGHT YEARS- this is the first time we have had an issue... and again, I did everything right. It is a flaw in the system that caused this money to not be transferred. Not a good way to treat your customers, but definitely a good way to LOSE them!

Again, Fiserv DENIED the refund of $22 for something that was NOT MY FAULT!Desired Settlement: Refund of $22 NSF fee.

Business

Response:

In an effort of good faith , we scheduled a refund of $22.00 to the customer. If the customer has additional questions regarding the details of the refund, they can contact their bank and reference Bill Pay case 73580894.

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,

Review: I processed a request for payment through Fiserv's PopMoney service for $123.50. When the transaction processed it came through as I was sending money vs. requesting money. I immediately called the PopMoney 800# and also sent them a support request through the system. I spoke with a customer service rep and she told me that I had it setup as a request for payment vs. sending money. I checked my bank account and the money was taken out vs the money being sent to me.

I called their 800# and they told me there is nothing they can do.Desired Settlement: I would like the $123.50 refunded to me.

Business

Response:

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.

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,

This company charges a "convenience" fee for making payments on Puget Sound Energy bills in Washington state. I have paid via my bank account to avoid this fee but the online system was DOWN - projected to be down for many hours. Therefore, I just wanted to pay my bill over the phone since the online system was not working but not get charged the fee. Both Beth and Nick, supervisors, said it was Puget Sounds Energy that would have to waive the fee. They also had NO IDEA that the online system was down and acted like I was making it up. (I confirmed it twice with PSE including Matt at [redacted]) Then I speak to Matt at PSE who says it is Bill Matrix that actually charges the fee so they are the only ones who can waive the fee.
Nick from Bill Matrix insisted it was impossible to waive the fee (which in every billing system we know that is not true) I spent an hour wasting my time with this company- do not waste yours.