Official Payments Corporation

The consumer made an IVR payment to the incorrect entity ( [redacted] County, NC) but meant to pay [redacted] County, Ohio We requested a refund from [redacted] County, Ohio refund Mr [redacted] , but he was unhappy with the potential time frame for the refund He reached out to [redacted] County, North Carolina and they advised a refund check would be mailed in about a monthOur Consumer Support Director ( [redacted] ***) called [redacted] County, NC on Mr [redacted] ' behalf and asked if anything could be done to expedite the refund so he could pay the correct entity They indicated that they would mail him a check on 2/28/ Ms [redacted] contacted Mr [redacted] on 2/and advised him that [redacted] County North Carolina would be mailing a refund check to him on 2/28/

Attached is a screen shot of the email confirmation that Ms [redacted] received after submitting her eCheck payment The email states that "Successful completion of the payment transaction is conditional upon accurate and complete information being entered by the consumer" The consumer may have contacted her bank to verify her bank routing and account number, but the bank account number entered when she submitted her eCheck was incorrect I have tried to contact Ms [redacted] to verify the account number entered on the eCheck payment to determine why the account number that was entered was incorrect (i.emissing a digit, an additional digit added, transposed digits etc...), but the number she listed on her payment (###-###-####) is not her number It is the number for directory assistanceThe $Ms [redacted] is being charged is not charged by Official Payments Official Payments only charges a service fee for processing the eCheck The service fee was $ The $charge is a returned check fee

[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 would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

We apologize for the issues that Mr [redacted] experienced when attempting to make his IRS payment Mr [redacted] attempted two payments to the IRS Although his first payment was unsuccessful, his second payment ?in the amount of $was successful and forwarded to the IRS on his behalf Official Payments does not currently possess any funds from Mr*** When Mr [redacted] attempted his initial payment to the IRS using our service, ?our system encountered an error while processing the payment We provided Mr [redacted] with an error message and the funds did not "settle" therefore no funds were ever transferred ?to Official Payments for this failed attempt However Mr***s bank placed a ?hold on the funds as is standard practiceTypically the bank does not release funds for approximately days Unfortunately we do not have the information necessary for us to communicate with Mr***s bank to ask that the hold on funds be released We have communicated with Mr [redacted] via email several times requesting a phone call so that we can work with him and his bank to remedy the situation We would be glad to work with him to expedite the release of his funds but need Mr [redacted] to contact us via telephone to accomplish this We regret and apologize for the frustration that he has experienced and our failure to successfully process his payment initially Best Regards, [redacted] ***

The consumer's bank views the pending funds as posted We can work with the consumer and his bank to provide our merchant ID info to release the pending or dispute the charge to expedite releasing the funds back to the consumer However, the consumer refuses to return our calls so we can assist, but continues to email us If the consumer would return our calls and work with us regarding this matter, we can assist in getting the funds released

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI double checked my e-mail including spam folder - there are no e-mail from Official PaymentIn this e-mail, even if they send it to me, they say about $fee ( with a $service fee), which is against information provided on the *** *** Tax Collector payment pageThis e-mail does not explain the issue - I double checked with my bank - all my bank account information is correct, there are more than enough funds for this transactionThis e-mail does`t not prove that there are any issues on my side (what particularly is wrong, etc)
This e-mail says nothing at all about charging me $fees for thatIf there is a chance that you might charge this significant amount, you should notify me about such risk in advance clearly on the web-siteNow it`s only clearly says - The convenience fee for ECheck will be $0.00.
Since there are no clear information is provided about this penalty option before of after the payment (your e-mail which you attached here does not says a word about $fees), I see it as fraud activityIf you would make it clear for customers that you don`t provide any clear explanation in case if a payment did`t go though and charge for this $85, I would never choose a service because it`s much safer and cheaper to send a check by mail directlyI never made a choice to paid any fees to you and I refuse to do so, because the web-site clearly says it -The convenience fee for ECheck will be $0.00.
Also, you never responded to my complain via your web-site until I filled the complain via Revdex.com - I`m sure there are hundreds of customers like me who feel being cheated by such service
Regards,*** ***

The payment was reversed on 10/20/ The reversal process takes several days for the credit to post to the consumer's account The consumer should see the credit posted this week

When a consumer submits a request for a refund, we must receive an approval from the entity to whom the payment was made before we can process the refund Ms***s refund was submitted
to Georgia Dept of Motor Vehicles three times via email with no response Upon receiving the Revdex.com complaint, we telephoned Georgia DMV and was able to acquire approval to process the refund The refund has been submitted and should be received by the credit card processing agency tonight After that, it can take three to seven days for the refund to be reflected on the consumer's card This time frame is out of our control but that is the typical duration
We apologize for the delays that Ms*** encountered in this process We are also concerned by her comments regarding the lack of professionalism and disrespectful nature of the agent with whom she spoke We have a high expectations for the customer service levels that we provide so we will follow up on these complaints as well

On 11/12/14,  [redacted] submitted an eCheck to [redacted] via  Official Payments service for $3229.14 with a $3.00 service fee.  eCheck transactions process just like a regular checks and can take several business days to complete.  The eCheck must include the...

correct bank account information and funds must be available to cover the payment amount.  The consumer received the below email on  11/17/14 stating that the eCheck payment did not successfully complete due to the bank account number being incorrect on the payment.  The email was sent to [redacted]  (this is the  email address the consumer listed on the eCheck payment).  The below notification advising the consumer that the eCheck payment did not complete should have prompted the consumer to contact [redacted] and make payment arrangements.
Official Payments - 110 
Nov 17
to 
Dear Citizen:Your electronic check payment of $3229.14 for [redacted] Co Tax Coll, confirmation number [redacted], was returned by your bank on 11/17/2014 due to No Account.  We have informed [redacted] Co Tax Coll that this payment was returned for the reason stated above.If you have questions regarding this payment, please contact your bank or [redacted] Co Tax Coll directly.Customer ServiceOfficial Payments Corporation###-###-####IMPORTANT SECURITY INFORMATION FROM OFFICIAL PAYMENTS:-Please keep in mind that Official Payments will never call and ask for personal information including financial accountinformation and PIN, send e-mail containing attachments or require you to send personal information to us via e-mail.Any unsolicited request for Official Payments' account information should be considered fraudulent and reported immediatelyto Official Payments.This email message and any attachments are intended only for the use of the addressee named above and may contain information that is proprietary and confidential. If you are not the intended recipient, any dissemination, distribution, or copying is strictly prohibited.  If you received this email message in error, please immediately notify the sender by replying to this email message or by telephone. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
When I recieve my $72, the issue will be resolved. You would think a company that exclusively handles online transactions for the IRS would be able to simply be able to fix their mistake. 
Regards,
[redacted]

The consumer's bank views the pending funds as posted.   We can work with the consumer and his bank to provide our merchant ID info to release the pending or dispute the charge to expedite releasing the funds back to the consumer.  However, the consumer refuses to return our calls so we can assist, but continues to email us.  If the consumer would return our calls and work with us regarding this matter, we can assist in getting the funds released.

We apologize for the issues that Mr. [redacted] experienced when attempting to make...

his IRS payment.  Mr. [redacted] attempted two payments to the IRS.   Although his first payment was unsuccessful, his second payment ?in the amount of $72 was successful and forwarded to the IRS on his behalf.  Official Payments does not currently possess any funds from Mr. [redacted] 
 
When Mr. [redacted] attempted his initial payment to the IRS using our service, ?our system encountered an error while processing the payment.  We provided Mr. [redacted] with an error message and the funds did not "settle" therefore no funds were ever transferred ?to Official Payments for this failed attempt.  However Mr. [redacted]s bank placed a ?hold on the funds as is standard practice. Typically the bank does not release funds for approximately 15 days.    
 
 
Unfortunately we do not have the information necessary for us to communicate with Mr. [redacted]s bank to ask that the hold on funds be released.  We have communicated with Mr. [redacted] via email several times requesting a phone call so that we can work with him and his bank to remedy the situation.  We would be glad to work with him to expedite the release of his funds but need Mr. [redacted] to contact us via telephone to accomplish this.  
 
We regret and apologize for the frustration that he has experienced and our failure to successfully process his payment initially.
Best Regards,
[redacted]

Attached is a screen shot of the email confirmation that Ms. [redacted] received after submitting her eCheck payment.  The email states that "Successful completion of the payment transaction is conditional upon accurate and complete information being entered by the consumer".  The consumer may have contacted her bank to verify her bank routing and account number, but the bank account number entered when she submitted her eCheck was incorrect.  I have tried to contact Ms. [redacted] to verify the account number entered on the eCheck payment to determine why the account number that was entered was incorrect (i.e. missing a digit, an additional digit added, transposed digits etc...), but the number she listed on her payment (###-###-####) is not her number.  It is the number for directory assistance.
The $85 Ms. [redacted] is being charged is not charged by Official Payments.  Official Payments only charges a service fee for processing the eCheck.  The service fee was $3.00.  The $85 charge is a returned check fee.

The consumer made an IVR payment to the incorrect entity ([redacted] County, NC) but meant to pay [redacted] County, Ohio.  We requested a refund from [redacted] County, Ohio refund Mr. [redacted],...

but he was unhappy with the potential time frame for the refund.  He reached out to [redacted] County, North Carolina and they advised a refund check would be mailed in about a month. Our Consumer Support Director ([redacted]) called [redacted] County, NC on Mr. [redacted]' behalf and asked if anything could be done to expedite the refund so he could pay the correct entity.  They indicated that they would mail him a check on 2/28/14. 
Ms. [redacted] contacted Mr. [redacted] on 2/26 and advised him that [redacted] County North Carolina would be mailing a refund check to him on 2/28/14.

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Official Payments submitted the reversal request to Oklahoma Natural Gas on 01/22/15. ONG must approve the reversal before the funds can be returned to the consumer.  Official...

Payments contacted ONG again today (2/6/15) and they have approved the reversal.  The reversal has been submitted and the consumer should receive the funds within 5-7 days.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Well, this respond was just a copy-paste of the first respond. Seems like my respond to the first Business Respond was completely ignored. Could you please read my previous respond?
Regards,
[redacted]