Certegy

• Introduction • One Strike, You're Out • The Paperless Trail • The Disloyal Opposition • Warning Shots • The Starving Class • An Alternative: PassChecking --- • Consumer Complaints about Chexsystems • Consumer Complaints about Certegy

Susan of Indianapolis, IN June 28, 2009

I visited Dick's Sporting Goods in Plainfield, Indiana on Saturday, June 27. I wrote a check for 69.54 which Certegy denied. I called Certegy when I got home and spoke with Wanda. She refused to answer my questions and rambled on about the economy and fraudulant activity that goes on. She said Certegy is employed to "protect" Dick's and other merchants. She was rude and condescending and never gave me the explanation I requested. I was told Certegy has "guidelines" not available to consumers that are used to determine if a check will be honored or denied. I would like to obtain a definitive explanation why my check was denied. I am not a threat to Dick's or any merchant.

What is the basis of a Code 2 denial? It is my right to know why Certegy can call me a potential fraud with no explanation. I have been with my credit union for 39 years and have never written a bad check. My credit is excellent. I pay my bills on time and qualify for 0% interest when I purchase cars.

I have never been subjected to public humiliation as I was yesterday. Dick's was having a sale and 4 lines of consumers could hear that my check was not accepted, with no explanation except a Code 2. The clerk called Certegy and gave my personal information aloud as she tried to obtain a reason with no result. I was on display for 10 minutes and still don't have an explanation. I requested a listing of merchants in the state of Indiana who use Certegy's services to ensure this never happens to me again and was told that it is not available.

Why? Why was I able to use a debit card from the same account to complete the purchase? If the money was not there when the check was run, how did the debit card purchase go through 10 minutes later? I want to understand how and why this happened to me. You can be sure that I will not do business with any company that allows Certegy to make decisions for them!

Cynthia of Whitehall, PA June 24, 2009

After reading the current complaints about Certegy I wanted to share my experience.

Recently the Sands Casino opened in NE PA (Bethlehem). On 6/16/09 I went to meet some friends there. I found I did not cash on me and had left my bank card at home. Knowing that they would cash a check (I had cashed them there before). I had to go to my car to get a check from my wallet I had locked in the trunk. I am somewhat handicapped and have difficulty walking at times.

I wrote the check, showed my ID (drivers licence) and the cashier punched it in to verify...it was denied. She tried twice with same response. Meanwhile a line was forming at the cashier and this became quite embarassing. Even the cashier was puzzled as she knew I had previously cashed a check there. She gave me that same yellow slip everybody got. So, I got my cell phone from the car and found a quiet place and called Certegy at the 1-800-740-3276 phone no. My denial was their Code 2 "Although no unpaid check information is on file, Certegydid not have enough sufficient information available to approve the transaction".

When I called and got a Customer Rep. (I did not have anything to write on so I did not remeber her name) She asked for verification information: my name, address, phone no., check no. denied, amount of check, bank account number...etc. I knew she already had that info but I stupidly repeated it. She seemed puzzled and could not understand as it showed I had no negative check writing,when I pushed her further...she stated it was for my protection..etc. She stressed that I needed to update my information on their Certegy Gold Application and she would mail one to me. Itold her I would look it over and may or may not fill it out.

Yesterday,6/22/09, I received the application and after looking at the questions it asked (all of which they already had) I decided to research them on the Web. Thus..leading to this complaint.

Marilyn of Chicago, IL June 22, 2009

I shop at jewel-osco on a regular basis, i write checks there and get money back if i need it. I have had three separate incidents with certegy in Jewel. The first one was a jewel in park ridge where i work. i brought my items to check out and asked for 30 back when i wrote my check. i was automatically declined, i then asked the jewel manager to call certegy so we can get this cleared up.

she did, was on the phone for almost half an hour with them and they said they didn't know why it happened, but that i was being upgraged to a "VIP" member and to put my transaction through. embarrasing and humiliating especially since i was an african american in a predominantly white store/area. The second incident was when i was in another jewel and i did the same thing wrote a check and then when i came to the register with my goods i wrote a check to receive 50 back, now mind you the day prior i did the same thing and it went through. this time the cashier told me, it declined you because your id address doesn't match your check address, i said i use this all the time no one has ever said a word about that AND this is a valid id, it hasn't expired or anything like that. she then told me to see the manager, i did and he said the same thing.

i left went to another jewel, my purchase was able to go through but i couldn't get money back, so then i was humiliated so i called certegy, they told me , it was because if its a patter then they reject it because of supposedly "identity theft", i said, its not identit theft, i'm calling you this is in fact me and the amount you can write over/receive over in all jewel is 50, so yes it would be a pattern, the lady told me well i don't know anything about how much jewel offers over in cash back, i said i'm telling you and maybe you should find out so next time you won't think its identity theft because this is actually me writing my checks .

i've never had a bad check and my account was in good standing and "VIP" supposedly so why deny any transaction. then she went on to say that i could send you the 'gold status" and maybe this won't happen again. so dissapointed in certegy, jewel please find someone else, this is getting out of hand, i'm a single mom with children who don't like to use debit cards. do something or you might lose a customer!

Glen of Canyon Country, CA June 8, 2009

I recently went to Home Depot, a company that I have spent substantial money with over the course of the last 15 years, and wrote a check to pay for some things that I needed. I’m in the middle of a small house remodel. Usual stuff, carpeting, flooring, yard, and landscape stuff. I have spent over 1000.00 dollars there in the last two months. I have used the same checking account to pay for my previous purchases there.

Yesterday my check was declined. Not more than a week prior I wrote a check to the same company from the same bank account for more money and it was approved. I could make a point for the embarrassment, but really I'm not embarrassed easily. I was however quite angry. The account from which this check is written has a very substantial amount of money in it. The check was for a measly 175.00 bucks. I made a case out of it and demanded to speak with the manager.

I too was given the 800 number for Certegy, and called them immediately. Spoke with the rep, and was told that it wasn't for any bad check writing on my part, but because my check matched some particular pattern that they are monitoring for that indicates fraudulent activity. Ok, what pattern is that I asked? They cannot disclose that information. Matter of fact, the rep doesn't even know what patterns they monitor for. Ok, so what? What can I do? I explained that the account was in great shape, and that I had written checks to Home Depot recently for a larger amount from the same account with no problems.

Sorry, they told me there is nothing that they could do. They could send me an application for their "Gold Membership", this was prior to doing a little research on the net and finding out that Certegy has a class action lawsuit for one of their employees selling personal financial information to a third party. Ok, I told them to send me their application; I would take a look at it.

Then I went to K Mart, and wrote a check there from another account that also has a very substantial amount of money in it, and again the same exact problem. Check declined. The list of businesses that use Certegy for their check processing is huge, and covers most of the places that I normally shop. I don't feel that posting this complaint here is going to accomplish anything. Certainly a class action lawsuit could have some power. Other than that, as a consumer I feel very limited in what I can do. Notifying the CEO's of the many merchant companies that use Certegy and explaining our experience with their companies and our joint decision to stop using their services and their products could also have some leverage, but in my opinion they would have to really see it in their bottom line for profits, and be able to attribute that loss to Certegy. Also merchant companies would need to have a better check and payment verification option to change too.

Ok, so what happens when our ability to pay for goods and services with debit cards become compromised? Is that when they will start to imbed the little microchips under our skin or in our forehead so that we can be scanned, and pay for our goods and services, and have money deposited in our virtual accounts, and when real paper and coin money will no longer exist? Is that the next security step to address all of the identity theft, and loss to merchants, and all of the other problems relating to money and payments and transactions that is coming in the near future? Scary Stuff.

Ann of Orange Grove, TX June 23, 2009

Wrote a check to Pep Boys for several items in the total amount of 64.88. Check was run through their machine four times and rejected each time. Finally the manager called Certegy for verbal approval. Certegy refuses to give any meaningful information other than "fell out side of approval guidelines". We do not write hot checks, we are senior citizens and my husband teaches at a well know University. The entire transaction of humiliating and embarrassang. When I called to complain I had to give personal information, I refused to give the full number of our checking account. Now what are they going to do with our information????? It's obviously now input into their computer!!

Carrie of Richardson, TX June 23, 2009

My complaint is with a company which Target uses for check verification, Certegy. I was shopping 6/23/09 at Target store - Garland East in Texas. When I realized I left my check card at home, I attempted to pay via check. When my check for 159.81 was declined, I contacted the company, Certegy, to determine why. They were able to tell me that there was no reason why my check was declined other than that there was computer-calculated risk. I have good credit, pay my bills on time, have never had a check declined, have over 9000 in my checking account at a major bank, yet Target was unable to take my check FOR NO REASON.

I understand that it is a business decisions to contract with companies such as Certegy help protect Target from unlawful activity by customers, but when that company prevents paying customers from making purchases, you should seriously consider other options. I am very disappointed in the fact that I will no longer be a Target customer, because Certegy could not tell me what I can do to prevent my checks from being declined and I will not spend my time shopping, then standing in line, only to find out my money is no good at your store. I have written letters of complaint to Target for utilizing this service and will provide the same feedback to other companies who use Certegy - that I will no longer shop at their stores as long as they are using Certegy for check authorization.

Deborah of Arlington, MA June 21, 2009

I went to Sears in Saugus MA and was buying a plasma TV and theatre system for my husband for Fathers Day (tomorrow) and I was planning on setting it up and surprising him in the morning with it), but I was denied at the register. The salesman said the check was denied. I know there is way more than enough money in the account due to a recent mva settlement and the check was for 1249.49. I was given my check back with the info on the back and a number to call. I had no other way to pay because I do not use credit cards b/c I do not want to get into debt and I pay only cash (check). I was mortified as I tried to explain that there was sufficient funds and my check was good but the cashier looked at me like I was full of crap as did the other customers who gave me dirty looks.

I had my 20 year old daughter with me and she was also very embarassed. We were both VERY upset that we could not surprise my husband (her dad) on Father's Day with a gift he has always wanted and I was finally able to give him. I was furious so I called this company and I was told by a woman that it had no reflection on me or my account and that I was actually a VIP and had this special protection for being such a great check writer with no history of bad checks etc... I asked how can this be possible to have this happen if I have such wonderful history and she said that it was there for my protection and that for some "unknown" reason I raised a flag and could not proceed with my purchase. She tried to sell me some stupid plan if I gave my personal and very private info I would be better protected form this happening again. No way in hell am I paying some crappy company to be able to have access to my own freakin money! Needless to say we were both heartbroken with not being able to surprise my husband for fathers day.

We left the store in tears and so very humiliated. I told the woman on the phone from Certegy (when she said it was a special protection for a VIP customer)that it was a punishment and that the stupid company ruined fathers day for my husband. I wil NEVER do business at Sears or any place that uses this company again. I am going to write the BBB, the Aty General, and Congressmen and anyone I can to see what I can do to remedy this and put this company out of business. I would be first in line in a class action suit. Any info I gain I will share.

Robert of Water Valley, MS June 1, 2009

Presently, I am attempting to help a friend renovate and sell a home. Over the past four weeks, I have spent (via check) over 6000 at Home Depot for supplies. Saturday, May 30, 2009, I was attempting to purchase a tub and other various required materials. The purchase was declined by Certegy, citing insufficient history.

I called the 800 # and spoke with Aaron (located in St. Petersburg, FL) who explained that the check was denied due to insufficient history and the risk model report. I asked various questions about the model and basically determined that this company has no standing in the financial community. Certegy can not access the account in question and must use a risk assessment model to determine whether funds exist in the account.

Following my conversation with Aaron, I asked the sales associate (Arlene) for the highest ranking official in the store. A few moments later, Beverly came to assist me. I explained the dilemma to Beverly, who called Certegy to inquire the denial. Beverly asked about the check, accepted the reasoning of the Certegy associate and said that she was sorry but there was nothing she could do. Without the Certegy authorization code, her hands were tied.

Following this conversation, I walked outside brought my truck and trailer around to the loading dock, walked back inside to the customer service desk, and returned everything I had purchased less than two hours previously. (I hate to talk bad about Home Depot; however, during the return process the customer care associate determined that the ticket did not match the items and that I had not returned a tube of roofing cement. To be sure, I had only purchased one tube but by mistake, the tube had been scanned twice. Now, not only do I have the sales associate at the register and the floor manager thinking I have no money or at least am a financial delinquent, they now think I am a thief. The looks of disgust were apparent. Had I not already wasted 2 hours with this matter, I would have requested proof of the register transaction via video (the cameras are there, be sure).

Understand that this is not my main job, I only have weekends to get big jobs completed; I needed the materials so the entire weekend was not a write-off. I drove 30 miles to a Lowes in a neighboring town, proceeded to the customer service desk, and inquired as to there check verification company (they said they used Century; very close to Certegy). I gathered my items once more, proceeded to check out, and loaded my materials on the trailer. I will not shop at the Home Depot until Certegy no longer provides service to them.

This experience was embarrassing, humiliating, exhausting, and in my opinion fraudulent on the part of Certegy. I, too, was offered the Gold Plan, which I rejected on principal. If Certegy is to be the keeper of the check then Certegy should seek financial approval so they can verify funds directly. Obviously, their shady business practices are well know in the financial community, hence the reason they have no clearance to verify funds and must use a very risky, data lacking, profiling "risk assessment model to determine check validity. I would participate in a class action lawsuit. Thank you for allowing me to vent my frustration. Please help. This can not be legal.

Penny of Minot, ND June 12, 2009

June 10, 2009 two of my maintenance personnel went to Sears with a company check to purchase khaki slacks for their uniforms at the Sleep Inn & Suites. At the check out they were told the check was no good and to call Certegy 1-800-248-7939 for a reason. My two employees were embarrassed and so was I as I knew the check was good.

Upon calling Certegy their automated system said they understand and apologize for the error and the merchant has been notified it was an error. I went back to Sears, attempted the purchase of 6 pairs of men's pants and was told again the check was not good. The department manager called Certegy and put me on the phone with them in the middle of the store.

The first person from Certegy said there is nothing they can do. Their system can not be overrode or changed then she wanted my driver's license number, our routhing number, account number, my birthdate and stated your account is good, there is nothing wrong with it but your check was declined as a preventive measure and you can only pay by credit card or cash. I asked for her manager - person 2 informed me the system can not be changed and nothing can be overridden. They apologize but there is nothing they can do. Then she wanted all my personnal information on a company check and stated that only cash or credit card would be acceptable forms of payment from us. I told her I want this rectified and when she said there was nothing she could do I asked for her manager and I spoke with Shontel who sounded like she was in India. Again the same questions and replies and no assistance. Then I was forwarded to the fourth manager and her rude comment was "if something could have been done - the first person you spoke with would have done it."

Now after speaking with person #5 on 6.11.09 the information I received was that something on the check matched to another incident and that is why it was declined. That every check is processed separately and to avoid this happening in the future we can complete their gold free and confidental application to elevate us to Certegy Gold. She also stated they can not give me any more information as they all write checks there and they can not be privy to what was a red flag, error or preventive measure but she will send a letter.

I do have the CEO's name or at least the name they told me was the CEO - Lee Kennedy and I will send a letter to them directly.

Our company is a well established company and has never had any problems with checks and then this embarrassment happens and Certegy's response is "preventive measure but your account is in good standing." DUH! I knew that and I didn't need Certegy to confirm it. Needless to say, Sears will not be receiving any future business from us.

Mike of Coarsegold, CA June 6, 2009

I've never ever bounced a check in my entire life but my check was denied for 841.44 at HomeDepot on a account that had over 8,000. After leaving a message with the automated number I was given by HomeDepot on a yellow denial receipt, I recieved a phone call by an individual who was totally rude and could only tell me that my check was a risk, no problem with my account, or me, but still my check seemed to be a risk. However, if I applied for their "gold membership" this "might" prevent a denial in the future.

After researching this company (Certegy) and seeing the lawsuits that include selling personal information I would have to be insane to fill out their application. I can't believe that this sort of business is legal. How can a company who puts people at risk, deny my check for being a risk?

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |