Morphotrust

The MorphoTrust contract with [redacted] requires that all applicants wishing to pay via credit card be processed through the [redacted] online [redacted] system This is a third party vendor through the State of *** MorphoTrust collects the payment information but it is processed through [redacted] *** Therefore, all credit card refund requests for fingerprinting services are handled through the [redacted] DPS [redacted] unit For assistance with [redacted] refunds, DPS has requested that applicants contact [redacted] at [redacted]

We sincerely apologize that the information entered by Customer Service was incorrect We have provided the concerns regarding the data entry error along with the CSR behavior to our Customer Service Manager and she will be addressing both matters internally Unfortunately, *** Department of Public Safety has stated that in any situation where an out-of-state applicant’s demographic information is incorrect and the out-of-state applicant that does not have a [redacted] Driver’s License, the applicant must fax a letter requesting the name be corrected and documentation to prove the correct name directly to [redacted] Department of Public SafetyWhile we agree that this matter could have been handled more delicately, [redacted] Department of Public Safety will not allow us to handle the correction request and must be done by the applicant

[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Standard refund period of days is referenced in our corporate refund policy to allow for processing time or banking guidelinesThe days referenced is only used to specific a "worst case" scenario as the longest timeline to be expectedThe customers request for a refund has been completed through the bank e-payment vendor, showing as refunded on 4/16/Our records indicate this as complete and closed, but may take additional days for customer's account balance or bank to show the sameIf there are any additional concerns or questions the customer may contact our Customer Service directly at [redacted]

The FBI estimates that 2% of the applicant population suffer from poor fingerprint ridge detail that renders their fingerprints unclassifiable using standard fingerprint technologyFor this population, if the applicant’s fingerprints are rejected more than once for poor ridge detail, the OSBI requests that the applicant visit OSBI headquarters for a final capture attemptApplicants resubmitting prints through OSBI are not charged for the subsequent retakes as the original fee collected by MorphoTrust is used to cover both the State and FBI portions of the $feeIf the OSBI deems that the applicant prints cannot be captured at a high enough quality level, a name check will be requested from the FBIAt the end of this process, the applicant will have the background check delivered to their licensing agency at no additional costAs such, MorphoTrust does not provide refunds for poor print quality rejections

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Customer was provided the initial service with a fingerprint submission on 2/18/for the requested agency and applicant typeOnce submission has occured, applicable state and federal fees collected from applicant are paid to those entities as part of the background check processNo refund
requests have been initiated on vendor end due to completion of serviceApplicant may discuss the service with our Customer Service at *** if there are other circumstances that would warrant the refund

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Obvious issues with record keeping as they did finally process refund ahead of this response stating that they are not issuing it. Regards,
*** ***

The requested applicant refund of $has been completed as of 3/25/The amount may take a few days to post to the account, but has been processed. Even though the service was performed and results sent through email, some email systems will not accept our email formatting and will block
the email receiptOur system does not get notified of this, and we are unable to resend the transaction to different email addresses due to security settingsWe do apologize for the inconvenience experienced

MorphoTrust submitted a second set of fingerprints on 6/17/at no chargeSubmission has been confirmed with *** *** that the agency received the results. Applicant may contact OK *** at ###-###-#### to follow up on background check clearanceMorphoTrust apologizes for the
unprofessional customer service recieved and will take the necessary steps as appropriate to correct and improve the behavior

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

The MorphoTrust contract with [redacted] requires that all applicants wishing to pay via credit card be processed through the ** online [redacted] system.  This is a third party vendor through the State of [redacted].  MorphoTrust collects the payment information but it is...

processed through [redacted].  Therefore, all credit card refund requests for fingerprinting services are handled through the ** DPS [redacted] unit.  For assistance with [redacted] refunds, DPS has requested that applicants contact [redacted] at [redacted]

Standard refund period of 30 days is referenced in our corporate refund policy to allow for processing time or banking guidelines. The 30 days referenced is only used to specific a "worst case" scenario as the longest timeline to be expected. The customers request for a refund has been completed...

through the bank e-payment vendor, showing as refunded on 4/16/2015. Our records indicate this as complete and closed, but may take additional days for customer's account balance or bank to show the same. If there are any additional concerns or questions the customer may contact our Customer Service directly at [redacted].

We sincerely apologize that the information entered by Customer Service was incorrect.  We have provided the concerns regarding the data entry error along with the CSR behavior to our Customer Service Manager and she will be addressing both matters internally.  Unfortunately, [redacted]...

Department of Public Safety has stated that in any situation where an out-of-state applicant’s demographic information is incorrect  and the out-of-state applicant that does not have a [redacted] Driver’s License, the applicant must fax a letter requesting the name be corrected and documentation to prove the correct name directly to [redacted] Department of Public Safety. While we agree that this matter could have been handled more delicately, [redacted] Department of Public Safety will not allow us to handle the correction request and must be done by the applicant.

Regarding Complaint #[redacted], we have concluded our research of this issue. Customer registered and paid $59.00 for a fingerprint background check on September 10, 2014. Per the customer, the appointment was canceled by her and a refund was requested on September 15, 2014. On October 8, 2014 a...

refund was processed by our ePay vendor for $59.00. The credit posting between vendor bank and the customer bank could take up to a week. The customer was informed by an email (as provided during registration) that her refund was being processed.  Please have customer inquire with customer card bank to confirm refund around this timeframe. If unable to confirm, customer should contact our Customer Service team at ###-###-#### to resolve.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 I was not able to leave my reason for rejecting the business response. What a convinient reason for this business to take (steal) my money. What is their proof that my finger print was not clear. I say their machine is defective. Regardless, this is a contract issue. I paid $59 to get a back ground report. They have the money and I have no report. It has been 6 months and I have moved on from that employer, so I either should get my report myself or the money I paid. If not I am ready to take other actions
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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

The FBI estimates that 2% of the applicant population suffer from poor fingerprint ridge detail that renders their fingerprints unclassifiable using standard fingerprint technology. For this population, if the applicant’s fingerprints are rejected more than once for poor ridge detail, the OSBI...

requests that the applicant visit OSBI headquarters for a final capture attempt. Applicants resubmitting prints through OSBI are not charged for the subsequent retakes as the original fee collected by MorphoTrust is used to cover both the State and FBI portions of the $59 fee. If the OSBI deems that the applicant prints cannot be captured at a high enough quality level, a name check will be requested from the FBI. At the end of this process, the applicant will have the background check delivered to their licensing agency at no additional cost. As such, MorphoTrust does not provide refunds for poor print quality rejections.