Fiserv

I would give them zero stars. This company is crooked to the core - well documented on the internet. ANY and all complaints should be filed with the Wisconsin Attorney Generals Office - easy to do online + The Better Business Bureau online.

These are easy to do. The world should know how crooked FISERV is.

My bank, Savibank, contracts with Fiserv/Billpay, which allows me to pay bills online. I discovered two months ago that there were two duplicate "lines" of monthly, automatic payments to the same entity, Kaiser Permanente (for a health insurance premium). I cancelled the second line of auto pay to Kaiser. Then, in January, as I was preparing to go on a trip, I checked my upcoming bills, and saw that the second line to Kaiser was indeed cancelled. Two days later, I checked again, and found that one payment had gone through and one was "pending" (not cancelled as it had said two days earlier).

I contacted my bank, and they put a stop payment on the second duplicate Kaiser amount. This was done either Jan. 26 or 28 on the bank's end. Then, on February 1, I got an email from Fiserv saying my Billpay account was suspended. I contacted Kaiser and asked them to refund the monies to Fiserv, and they did so, giving me a Ticket #, telling me it could take up to 30 days to get the funds to Fiserv.

Thus began a long series of my calling the Fiserv customer service number (where you will wait on hold sometimes up to 30 minutes). I spoke with two separate people at this level, who basically just told me that I could not "cancel" payments to Kaiser (this was news to me, there was no notice of that when I cancelled the second duplicate payment). They said they could do nothing to un-suspend my account, so I asked for the supervisor to contact me. I was contacted by Camille Ponkai. She reiterated that these types of payments could not be cancelled but gave no explanation why. She said Fiserv has a policy of freezing the Billpay account until they get funds. She said there were no exceptions. Then she said she could make an exception, but only if the funds were less than $300. I asked to speak with her supervisor, to make it to someone who could make an exception in my case. She sent an email on Feb. 3 at my request, to document that I had asked for a supervisor to contact me. On Feb. 7 I had received no communication, so I emails Ms. Ponkai again. She apologized and said she had some issues with her Outlook account. She said "unfortunately we are not able to unfreeze your profile until Fiserv has been reimbursed for the funds". I asked for the name of the supervisor who made the decision not to contact me, and Ms. Ponkai said "Please be aware a decision was not made, it is our company's policy."

At this point, I am stuck, not being able to speak with someone higher up in the company, to see if this is indeed a firm policy, and whether they can make an exception in my case, since Fiserv is in the wrong, "undoing" my cancellation and not notifying me that these types of payments cannot be cancelled, and then further not realizing that Kaiser Permanente is reimbursing their money.

DESIRED OUTCOME: Contact by a person at Fiserv who either is responsible for setting the policy, or who can make an exception in my case based on the totality of the circumstances.

Fiserv, Inc(“Fiserv”) is in receipt of the Better Business Bureau ("Revdex.com") complaint ( [redacted] ) submitted to the Revdex.com on January 27, (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 $on November 12, 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, 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 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 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]

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 saidEXCEPT:I had no knowledge that Fiserv would have any access to my money in any kind of wayI did not knowingly give them permission to handle my money in any such wayI NEVER requested ANY funds be sent to Merrick BankWhen I saw that charge to my account I contacted my bank to cancel the transaction and my money was refunded to meI have made over phone calls to Fiserv to try and resolve the matterFiserv sent Fiservs money to Merrick BankI do not work for Fiserv, I am in no way employed by FiservIf Fiserv wants there money back then Fiserv should cantact whom they sent Fiserv's money to I have called Fiserv over months and been lied toLast 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 liesWe 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 callAlso, Merrick bank representative claimed there were no records showing any payment madeThe 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): $Every time I call Fiserv it feels like fraud and I feel like they are trying to extort money from meI 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 saidEXCEPT:I had no knowledge that Fiserv would have any access to my money in any kind of wayI did not knowingly give them permission to handle my money in any such wayI NEVER requested ANY funds be sent to Merrick BankWhen I saw that charge to my account I contacted my bank to cancel the transaction and my money was refunded to meI have made over phone calls to Fiserv to try and resolve the matterFiserv sent Fiservs money to Merrick BankI do not work for Fiserv, I am in no way employed by FiservIf Fiserv wants there money back then Fiserv should cantact whom they sent Fiserv's money toI have called Fiserv over months and been lied toLast 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 liesWe 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 callAlso, Merrick bank representative claimed there were no records showing any payment madeThe 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): $Every time I call Fiserv it feels like fraud and I feel like they are trying to extort money from meI DID NOT REQUEST ANY MONEY BE SENT TO MERRICK BANK! THIS IS FRAUD! Regards, [redacted]

This is ridiculousI 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]