TeleCheck Services, Inc.

Dear Mrs. [redacted],
We want to promptly assist you.  At this time, however, we have not received sufficient documentation. With more identifying information from you, we will be able to search our records more thoroughly.  Once we receive the additional documentation or information indicated...

below, we will promptly to address your concerns:
__X___   A copy of your driver’s license or other state-issued identification document or you may contact me directly with that additional information
__X___   A copy of a voided check from the account in question or you may contact me directly with that additional information 
 
We ask that you also include any other documentation that you believe would assist TeleCheck. The confidentiality of the information you provide is legally protected from unauthorized third party disclosure.
Thank your for your consideration in this matter.  Please feel free to also call me directly at the phone number provided below.  I am available from 8:30 a.m. to 5:00 p.m. Central Standard Time
David F[redacted]

Dear Ms. [redacted]
Please be advised that under no circumstances did I ever lie to you. 
I did exactly what I stated to you I would do.  Furthermore, it appears that during the process of your file being notated, flagged, and completed to a dispute status, the transasction to Merchants Bank was also being processed and that is what caused your denial.  So please accept my apologies for not knowing the exact moment your transaction was going to be processed.  I did however, as I stated to you, did what I stated I would do.   
At this time your file still remains at dispute status.    
Kind Regards,
[redacted]

Dear Ms. [redacted],
As I indicated in my previous response to your rejection.  At no point did I lie to you. 
Whether you believe your status was updated or not is beyond my control. 
I know I placed your status at dispute, and it remains at dispute status at this time.  Furthermore, I indicated to you your file status was in the process of being placed at dispute.  Now during the moments your information was being re-processed for your new account inquiry, your file was also in process of being changed to dispute status.  I, as indicated in my previous response to your rejection, apologized for not knowing the exact moment your transasction was being processed. 
And I also indicated to you that I have requested a copy of the Electronic Signed Receipt from the merchant reporting the returned check and once that is recceived that will be forwarded to you.  And if it so happens the receipt can not be obtained the item will be cleared. 
[redacted]

Dear Ms. [redacted],
We want to promptly assist you.  At this time, however, we have not received sufficient documentation. With more identifying information from you, we will be able to search our records more thoroughly.  Once we receive the additional documentation or information...

indicated below, we will promptly to address your concerns:
 
__X___   A copy of your driver’s license or other state-issued identification document or you may contact me directly with that additional information
__X___   A copy of a voided check from the account in question or you may contact me directly with that additional information 
 
We ask that you also include any other documentation that you believe would assist TeleCheck. The confidentiality of the information you provide is legally protected from unauthorized third party disclosure.
Thank your for your consideration in this matter.  Please feel free to also call me directly at the phone number provided below.  I am available from 8:30 a.m. to 5:00 p.m. Central Standard Time
David F[redacted]

Dear Ms. [redacted],
 
Thank you for taking the time out today to speak with me.  As I expressed on our telephone call, I am deeply sorry for your loss and I am saddened the end result of your check decline was so tragic.
 
Just to reiterate, the risk decline occurred primarily due...

to little history in TeleCheck's system as well as the check amount being rather large. 
 
If for any reason you may need further assistance please feel free to contact me directly at [redacted] ext. [redacted].  Or you may contact my department directly, [redacted], between the hours of 8:00 am to 5:00 pm Central Standard Time Monday through Friday. 
 
 
Kind Regards,
 
Velvet W[redacted]

Hi Mr [redacted],
My name is Salante Wise.  I called you this morning to discuss the code 3 decline that you received at [redacted]x.  I know that you couldn't hear me, so I justed wanted to reach out to you in the Revdex.com portal as well.  I call you back in a few hours to discuss...

your complaint.
Thanks,
Sal

Dear Mrs. and Mr. [redacted],
I wanted to thank you very much for the opportunity in speaking with me.  As I indicated I have been in process of getting this matter resolved and cleared.  The attached response, which was also emailed to Mrs. [redacted], confirms the item has been cleared. ...


Should either of you need my assistance or have any concerns, do not hesitate in letting me know. 
Kind Regards,
David [redacted]
1888 612- 7431 ext. 2306116

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 Basically telecheck has done nothing except repeat the same reasons for not accepting the check.  You cannot build history when they refuse checks.  I was told merging another account information would take care of that history problem.  It did not.  Apparently it now does not allow checks on the account I have used for years and not had a problem with.  They addressed none of the issues and said they need to update information.  I contend when you call 4 times to verify things over and over in a week that is ridiculous.  They need to put a limit on how often an account has to be updated.  Change the computer system because it is not working.  Basically I got no where with them and they just quoted back the information that I provided to them in the complaint and in the summary.  They refuse to do anything about the situation.  Telecheck talked about things getting tougher for businesses.  That should not mean telecheck makes things tougher for people who have not written and bad checks and have not had a problem with them before.  This is not an acceptable solution.  They refuse me my rights to access my checking account and not for a day but for 6 or 7 depending on who you talk to.  They should not make it difficult for people to write good checks for NO reason.   I have always had lots of activity on the one account.  I had merchants tell me  many people are having problems with telecheck doing the same things to other customers.  I would like my complaint posted to let people know that Telecheck does not care and refuses to work with you to correct any problems.  Their response indicated they will continue to reject my checks for no reason.  Perhaps if people see this they will complain and telecheck will lose business form merchants and be forced to change their policy of rejection for NO good reason.  The whole thing is arbitrary and designed to hurt good, honest people.

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.  
I Still have not recieved a written apology stating how this will affect my credit score and how matters were resolved. I still have not been informed of matters in regards to being hung up on. I am still dissatisified.  It has been over a month and my simple requests are not being met. I am now able to write checks but still want in writing why this occured and the resolution including any impact it will have on my credit score. 
Regards,
 [redacted]

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.  
Ms. [redacted] was very polite and respectful in her communication with me on this issue.  However,  Telecheck's reason for my declined check was already explained to me by Telecheck Customer Service and it is unacceptable.My check was declined because I had never written a check for [redacted] and had no check writing history in their system.  I cannot build check writing history unless Telecheck allows me to use checks at the store.  It seems like this error is used to prevent fraud so I believe that it should be a red flag that may require additional verification like a license but should not be the sole reason for rejecting a check.I believe that this justification for declining checks is not logical and needs to be removed from their approval system or needs to include secondary means for verifying the consumer.  I also believe that this practice is bad for the store as well because by not accepting my payment the store loses revenue.  
Regards,
[redacted]

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.   
I've tried to contact David, and keep being told he's out to lunch and I left a message today at 12:37 CST.
Regards,

Mr. [redacted],
Thank you for allowing me to speak with you this morning regarding you declines at [redacted] and [redacted]. Per our telephone conversation I advised you the reason for your declines being due to high activity within a short time frame. I have attached a letter to further...

explain this type of decline.
If you have further questions please contact me at 888-612-7431 EXT 2306125
Thank you,
Miriam [redacted]

Dear Mr. [redacted],
Thank you for affording me the opportunity to speak with you today and address your complaint. Per our telephone conversation I explained the reason for your declines on September 1st and 2nd. The following is a more thorough explanation of the type of decline you received.
Family Dollar - October 2, 2015 - $11.93 – CK# [redacted]
Roses – October 1, 2015 - $891.31 – [redacted]
The above-referenced check transactions were submitted by merchants to TeleCheck for pre-acceptance review and advice.  TeleCheck’s assessment of the transactions included analysis utilizing a statistical risk model.  TeleCheck generated a “Code 3”advisement based on its analysis.  A Code 3 is a risk-based advisement against check acceptance.
Please be assured that a TeleCheck-generated “Code 3” does not indicate that a check writer has unpaid check records in TeleCheck’s data systems.  Rather, it indicates that the transactions posed a potential risk of returning unpaid, based on a statistical review of its characteristics.   The transactions at issue received a Code 3 primarily because of:
There has been a high level of recent activity
A transaction on this account was declined within the previous 6 days
These declines may be eligible for overturn if TeleCheck can verify the following:
·         Your address information
·         Your telephone number
·         Funds availability for the transaction
Your transaction to Roses was overturned after we were able to verify funds with your bank. This is an option, in most cases, if you are to receive this type of decline again in the future.  As I advised per our telephone conversation, I have made edits to your account which will greatly decrease the odds of you receiving a decline in the future. However, if you are to receive any more issues in regards to this matter please feel free to contact me directly. I am available from 8:30 a.m. to 5:00 p.m. Central Standard Time; Monday- Friday.
[redacted]
###-###-####  ext. [redacted]

Hi Ms. [redacted],
Thank you so much for taking the time to speak with me on Monday.  I have since reached out to [redacted]'s TeleCheck Relationship Manager to confirm their request to remove the collection record that TeleCheck is currently reporting.  I'll give you another call as soon as I hear from them.
Thanks,
Sal

Dear Mr. [redacted],
Thank you for taking the time in speaking with me on August 24, 2015.  As per our discussion I attempted to explain the reason(s) your check transaction was not approved by TeleCheck.  Furthermore, you indicated a process of checking with your bank and Credit Bureaus would aid in determining whether or not TeleCheck would be willing to guarantee or approve your check transaction(s).  Unfortunately, due to 3rd Party Disclosure laws, alot of information pertaining to your account information, along with your credit standing is not made available to 3rd parties.  So that can not be done. 
I also indicated that TeleCheck is not link to the Credit Bureaus, and the decline received has nothing at all to do with your credit standing with the Credit Bureaus. 
I apologize for any inconvinence you may have experienced.  And if I can be of any further assistance please feel free to contact me.  I am available Monday through Friday from 8:30 a.m. to 5:00 p.m.
Kind Regards,
David F[redacted]
[redacted] ext [redacted]

IMPORTANT NOTICE:
REFER TO TRACKING NUMBER
[redacted]
IN ALL FUTURE CORRESPONDENCE
 
July 1, 2016
 
 
 
 
IMPORTANT NOTICE CONCERNING ELECTRONIC COMMUNICATIONS
 
By communicating through the Revdex.com's secured, automated complaint system, you...

AUTHORIZE TeleCheck to obtain and communicate your personal financial information and personal information to you and the Revdex.com via electronic mail.  If you do not wish to communicate via electronic methods, please call TeleCheck directly at the numbers appearing below, or write to TeleCheck at the address listed below.
 
[redacted]
[redacted]
[redacted]
 
 
 
RE: Consumer Inquiry; Additional Information Required
 
Dear [redacted] ,
 
On July 2, 2016, you contacted TeleCheck in order to inquire about certain information in your file with TeleCheck.  At that time, you provided us with the following identifying information:
 
Consumer Name, Address, & Phone Number
 
Based upon the identifying information you provided to us, we have investigated our records, but cannot determine the information reported by TeleCheck that you’re inquiring about. 
 
We want to promptly assist you in correcting any inaccurately reported information in our files.  At this time, however, we have not received sufficient documentation to conduct an investigation. With more identifying information from you, we will be able to search our records more thoroughly.  Once we receive the additional documentation or information indicated below, we will initiate reinvestigation promptly to address your concerns:
 
__X__   A copy of your driver’s license or other state-issued identification document
__X__   A copy of a voided check from the account in question
 
We ask that you also include any other documentation that you believe would assist TeleCheck in investigating your dispute. The confidentiality of the information you provide is legally protected from unauthorized third party disclosure.
 
In order for us to reinvestigate your dispute, please send the requested information and documentation with a copy of this correspondence to: TeleCheck Services, Inc., P. O. Box 4513. Houston, Texas 77210-4513.
 
If you have any additional questions:  Please contact the Resolutions Department at (888) 612-7431 Monday-Friday 8:00 a.m. to 5:00 p.m. CT.
 
ALL RETURN CORRESPONDENCE MUST REFERENCE THE TRACKING NUMBER ABOVE OR A COPY OF PRIOR CORRESPONDENCE RECEIVED FROM TELECHECK MUST BE INCLUDED.
 
Thank you for working with TeleCheck to maintain the accuracy of your file.
 
 
 
Sincerely,
 
Salante [redacted]
Resolutions Department
 
 
cc:  Revdex.com of Metropolitan Houston
       Attention: Dispute Resolutions Department
       1333 W. Loop South, Ste. 1200
       Houston, TX 77027
                                        ...⇄  
 P.S. I also attempted to contact you by phone today around 1:30pm CST.

Dear Mr. [redacted],
I attempted to contact you via telephone at the phone number provided in your complaint.  I apologize for the confusion on the phone number to call me back at its [redacted] ext [redacted]. 
If you would please provide some additional information so I may research your...

inquiry.  The information is listed below: 
__X___   Your driver’s license or other state-issued identification
__X___   The bank numbers listed from left to right at the bottom of your check from the account in question
Kind Regards,
David F[redacted]
Available from 8:30 a.m. to 5:00 p.m. C.T.

[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 10938083, and find that this resolution would be satisfactory to me.

Ms. [redacted], Please allow me to begin by apologizing for the experience you have had in working with TeleCheck in our attempt to resolve your issue regarding your refund. It is our practice and goal to assist all consumers in resolving any issues or concerns that they may have as quickly and...

courteously as possible.  As you were advised by telephone today when speaking with a [redacted], your refund has been sent out today by [redacted] in the amount of $244.92. Thank you for your consideration in this matter.  Please feel free to call me directly at the phone number provided below should you have any additional questions or concerns.  I am available from 8:30 a.m. to 5:00 p.m. Central Standard Time; Monday- Friday. Velvet W[redacted]1-800-927-0599  Ext. 2306129

Mr. [redacted],
Please allow me to begin by apologizing for the inconvenience caused to you and your wife when presenting a check to [redacted].  In reviewing your file, TeleCheck shows no previous check writing history on file with our merchants for this particular account. Unfortunately, due to the lack of history in our system and the dollar amount of the check, our system was unwilling to guarantee to the merchant that this check would not return. TeleCheck does not have access to any type of system that can verify “any” account with a financial institution. All TeleCheck approvals/declines are based on the information in our database. If a consumer receives a Risk Decline, such as you did, the merchant is prompted to advise the consumer to contact TeleCheck so we may verify the consumer’s information and provide the reason for that particular decline. If applicable, TeleCheck may contact the consumer’s financial institution for funds verification.  Some banks will not release this information however, if we can verify the funds for the transaction are available, the decline may be overturned and the check may be reprocessed and approved. To try and assist, the representative also offered to migrate the check writing history from another account that you may have previously or currently held that has more of a history in our system. Additionally, the merchant always has the final decision on accepting any check that is processed and in many cases have done so.
I hope the above explanation has supplied you with satisfactory insight into what occurred. Again, we regret any inconvenience caused and hope that, in the future, any dealings you might have with TeleCheck are beneficial.
Thank you for your consideration in this matter.  Please feel free to call me directly at the phone number provided below if you should have additional concerns or need further assistance.  I am available from 8:30 a.m. to 5:00 p.m. Central Standard Time; Monday- Friday.
Velvet W[redacted]
1-888-612-7431  ext. 2306129