Complain about a product or service

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

Jennifer of Norwich CT (08/18/08)
I tried to write a check to Sears for $411.12 and when the cashier tried to process it he received an error. He asked me if I had problems with identity theft, and I had not, but there is credit monitoring on my bank account due to issues Peoples United Bank had earlier this year with the loss of tapes with un-encripted customer data on them, so the monitoring is more of a safety measure even though I have not had any issues with my account. He called the 1-800 # and the automated message told him my check was declined for a code 2. He asked to speak with an agent and they were of no help at all. We were just told to call another 1-800 #.

I went through the automated prompts and the reason I got was that there was nothing wrong with my check, but it was denied as a security measure and that the info was relayed to the merchant. I then asked to speak to an agent to find out more details. She looked up my transaction and said there was nothing she could do. I asked if I would be able to write another check and if it would go through. She told me she could not guarantee that it would go through but that it probably wouldn't. She told me the reason why my check was denied was because I had not written enough checks with the retailers on their list, even though I have already written over 1500 checks from my account without an issue. She said the only thing she could do for me was to send out some info about their Certegy Gold or Premium program which would authorize them to view more of my account information. I

 ended up having to withdraw cash from an ATM in order to complete the purchase. This was a very embarrassing experience and has now made me gun shy of trying to write a check for any future purposes for fear that the same thing would happen again. Something needs to be done about Certegy. Honest customers should not be treated like criminals. I know I was not the first nor will I be the last honest customer who will have a check rejected for no logical reason at all.

Gilbert of Corrales NM (08/06/08)
We had car repair/tires totaling $629.33 on our Honda and Pep Boys could not accept our local check drawn on local Wells Fargo Bank because Certegy Check Services denied--we own multiple homes, have excellent credit, etc., and have cashed checks/used credit in Corrales for a few years. We were embarrassed, and called Certegy immediately (after paying bill with American Express) only to be told by automated response that it wasn't personal, just a fraud profile and they couldn't send a letter confirming because they had no record of 87048 zip code!

Following up with a personal rep. of Certegy (Nelson) we were given vague run a round and finally told that my Calif. drivers license (which I've had for years as I am senior citizen, still employed) was untraceable and that there is no record of my ever having credit cards...even though I paid the bill with my American Express!

Obviously this Check Service has invalid (or no) data base, the data mining questions were designed to get more info and we will not use Pep Boys again unless they change their policy of using Certegy--we're sorry to ban them because their service was good and their location convenient to our Corrales home...our relatives will also ban them and any other business that usses Certegy...

We were embarrassed, put out and after reading other complaints it appears that Certegy is trying to push their Gold card (and gathering more personal info as they do...

Daniel of Big Stone Gap VA (07/18/08)
Well, I'm a loan servicing agent for [a] Federal Savings Bank, and I get paid on a bi-weekly schedule. I just got paid today, and I had to go to Wal-Mart get an air conditioner for my grandmother (whose small apartment can reach a sweltering 102 degrees on a warm day), and when I went to cash my check, it would not run through. They ran it 20 times total with no exaggeration of the fact, and finally presented me with a small piece of paper explaining that Certegy wouldn't allow it (for no reason explained on said little piece of paper)

Well, after calling this brilliant bunch of individuals at least 30 times, they reported that something was sent down from Equifax that would not allow me to cash said check. Well, funny thing is, I've never taken out a loan, never had a credit OR debit card, not even so much as checking or savings account. I work for a bank, and to be honest I simply don't trust them. Well, needless to say, I have not one single shred of credit, and I don't want or need it. I've paid cash for everything I've ever owned, and to be quite frank I see no value in a plastic card or a piece of paper that isn't green and doesn't have a president on it.

So explain to me, what could show up on my non-existant credit history that would prevent me from doing something as simple as getting a paycheck cashed to get my grandmother an air conditioner! To beat all, this was all at 1 in the morning (I work until 9 at night, and my checks are post dated to Friday even though I get paid Thursday), so Wal-Mart was the only thing open to cash my check at.

On top of that, the Wal-Mart is 30 miles from my home, so of course I wasted my time, gas, and patience to go to Wal-Mart, and all I had to show for it was a piece of paper telling me to call a company that could do nothing to help, and referring me to Equifax, whose representatives you couldn't get ahold of if their mother was on fire and they needed an extinguisher to put her out!

7 bucks in gas, an anxiety attack followed closely by a rage, and nothing to show for it but high blood pressure and a little piece of paper

Jessica of Elizabeth PA (07/04/08)
I wrote a $60 personal check to Kmart which was declined, There was more than enough in my account to cover this check. I was told I would have to contact Certegy since they were the one to decline my check not my bank.

When I contacted Certegy I was told that I was declined due to a security measure in place that is there to prevent fraud, and that I have no history of writing bad checks. That I was declined due to criteria in the system that my check showed signs of. When I asked what criteria is that I was told that they were not allowed to tell me that. They also said there was no way to overturn their decision, but that I could sign up to be a Gold Member which would mean that in the future my checks would not be declined.

When I asked what I would need to do to sign up for this program I found that I would basically have to turn over all my private information such as social security number, checking account information, household income, employment information and I would aslo have to send them a voided check. I told them there was no way I would give them all this information and I was told that in the future my checks could still be declined.

I would like to be able to write checks without fear of them being declined by some third party for no reason what so ever. I do not use credit cards and I do not have a debit card, I do not feel it is fair to write a check that has sufficient funds in my bank account just to have some third party deny it for no reason but then tell me if I give them all my personal information that my checks will be approved

Daniel of Athens GA (06/23/08)
On 5/17/08 my check was refused at the Lowe's Athens, GA store. I was told that their check approval company, Certegy, was the source of the denial. I paid for my purchase with my VISA card. (purchase was a manual lawn mower less than $100. I telephoned Certegy and was told that my check was not approved based on general demographics that I fell into, such as my bank, check writing patterns, etc. The Certegy rep said that even though their records had no negative info on me, the denial could have been the fact that the subject check amount was higher than I normally write to stores in the Certegy system.

I wrote to Lowe's Customer Service on 5/17/08 and asked them to lift the restriction on my check writing privileges in view of my excellent payment history. I also wrote to Certegy requesting the specifics of my file. No response was received from either company. On 6/9/08 I wrote to Lowe's CEO and explained the incident and lack of response from their Customer Serice Dept. & Certegy. I asked for a justification of my check's denial. I explained that I was a loyal customer, that I owned my home and had a credit score in the 800's yet my check was not approved. No response from the CEO has been received my me.

I feel that the profiling that Lowe's and Certegy is doing is unfair to me and many others because it is based on a one size fits all demographic and not on individual credit history, checking account balance or payment history with Lowe's. It was also very embarrassing to be told by the cashier that my check was unacceptable. This has never happened to me before. I would like an explanation as to why this happened and why my correspondence was ignored.

Lisa of Anderson CA (05/27/08)
I attempted to make a purchase totalling $78.52 at Lowe's Home Improvement Store on 5/26/08 with a personal check. I was told by the cashier that my check was declined. I was amazed at that statement because I do not write checks that are not honored by my bank. I then asked who to speak to about this and was directed to the customer service counter. After spending close to an hour attempting to rectify the situation,

I was told by a representative of Certegy Payment Services, by way of telephone, that the reason for my check being declined was not anything personal with my account or my ID but a random number pattern. I asked for explanation of this and all the woman could tell me was that a check was not a guaranteed form of payment. She also told me that there was nothing I could do to change this. I requested the corporate address and phone number, which she gave me. I ended up paying cash for my items and left the store feeling violated.

On 5/27/08 I contacted Carl at the corporate office and he told me the same thing I was told the previous day, except that he suggested I sign up with their service for a Gold Membership to prevent this from happening in the future. I declined but did request my F.A.C.T. report be sent to me.

As a result of this incident, I was very embarassed and felt my rights as a consumer were violated. If I had been on some sort of risk list for checkwriting I could understand my check being declined. This is not the case. Also, I spent the last bit of cash I had in order to purchase my items, therefore had to make other plans for my evening.

Sheila of Hurley, NY (04/05/08)
My husband & I have been working with a sales person in your Kingston, NY Store. We are re-modeling our Dining Room and Kitchen and wee were going to buy the refrigerator, stove & dishwasher all through Barbara at Sears. We deceided last night (4/4/08) to start with the dishwasher as we are not quite sure which stove & fridge we want. The fridge is a $1600.00 and the stove $2,400. I wrote a check for $850.82 for the dishwasher and this company, hired by sears rejected our check. I was mortified!!!!!

Seems there is something to do with the routing and account number on our check. Something to do with other people who have been dishonest and certain criteria so they denied our check. I want Sears to be aware of this as it cost the company our business. We are now buying the rest of our appliances from another store. Our check was ABSOLUTEL good ad we have about $45,000 dollars in our account. I will be telling our bank (Rondout Savings Bank in Kingston, NY) about this nonsence on Monday April 7th.I will also be requesting that Rondout Savings Bank report this practice to whatever official would be in charge.

When I called Certegy they gave me some answer I still don't understand( it isn't personal they said) because I don't understand what it has to do with us personally.

Our integrety as reliable customers of Sears has been compromised AND it was a very embaressing moment. Unless this is not rectofied in a timely manner, I will NEVER shop in Sears EVER again AND I WILL tell ALL of our family, friends, neighbors and other customers.

Diane of Pacific Grove CA (03/06/08)
I was trying to pay $216.74 for the items that I wanted to buy from PetSmart with a personal check. I always use personal check - hardly ever use a debit or credit card. I am almost 50 years old, with a perfect record of check writing. After spending more than 20 minutes and being humiliated by the treatment, the manager at PetSmart, before walking off, threw the check back at me saying that it was rejected. I went straight to my banker to make sure that nothing had happened to my account that I was not aware of. She assured me that my account was in good standing and that there was no reason why PetSmart or Certegy would not accept my check. I called Certegy when I got home, and they told me that my check was rejected because it fit a pattern but was in fact a good check.

I drove several miles to go to PetSmart (gas at $4 per gallon), and it took time to select my items and stand in line. I was treated like a criminal for writing a good check that fit a pattern.

Jonathan of Lansing MI (01/29/08)
I had tried writing a check to Best Buy which got declined as a code 2. They told me to call Certegy, and gave me their number. I called and was told I was not declined due to anything negative, but due to the fact that they have a system to detect possible fraud. I verified all my information, and yet they still couldn't overturn the decline. They then told me to become a gold member with them. I looked at their gold application, and they were asking for more information than I was ready to just give out for the privilege to write a check. I thought I was given that privilege when I opened the account at Bank Of America. I spoke with customer service, and they still had no other explanations, I asked to speak to a supervisor twice, and got a voicemail twice, and have yet to hear back from them.

I have been unable to write a check at the following stores, Best Buy, CompUsa, Foot Locker, Target, just about ANY store you can think of. Telecheck gives me NO problems, however they only verify few stores I visit. I need things at these other stores and sometimes it is more convenient to write a check. Why does a bank grant you privilege, yet Certegy needs more information than a bank to grant you privilege? Isn't that against the law?

Ecco of Bloomfield NJ (10/23/07)
I tried to purchase a computer and this 3rd party named Certegy denied my line of credit due to what they claimed looked like fraud. I was in a Staples store with all the proper documents, such as major credit card, drivers license, store cards such as Lord & Taylor, Macy's and Gold Mastercard from Sears....

I was not able to process my order for the computer; mine had just crashed on me when I was in the middle of a major contract for my company. I would like this company investigated to see what they are doing.

John of Mililani HI (10/18/07)
Check drawn on my personal checking account at Central Pacific Bank, Honolulu HI presented to Kuroda Radiator, Pearl City HI was denied by Certegy on Oct 17, 2007 using only a code 2 reason. Information states that code 2 means: although no unpaid check information is on file, they did not have sufficient information to approve or that transaction exceeded a pre-established limit.

In phoning the customer service number provided, which incidentally, has a most annoying robot sequence, I spoke with Gilbert #4969 in the Salt Lake City Office. After repeated attempts to ascertain the specific reason Certegy denied the check clearance, he refused to disclose that information. The only thing he offered to do was send a Gold VIP Application Form.

Under the Fair Credit Reporting Act, I have the right to know what is in my file,the reason such an agency denies clearance of my check, and the right to correct inaccurate or incomplete information. Since Certegy refuses to disclose the specific reason for not clearing a check, a person is being denied rights under the Fair Credit Reporting Act. This is an unacceptable and illegal process. I have had checking accounts for 50 years and in each of several accounts, I have more than sufficient funds to cover a check for less than $1500. I do not believe I should be forced into completing some long involved questionnaire and disclose extensive personal information to Certegy so that they will clear my check. There is room for fraud protection without such excessive and nontransparent systems that merely harrass and embarrass financially responsible people.

Number of hours wasted so far without an acceptable solution: 4 x $50 per hr. equals $200. To say nothing of the mental and psychological frustration!

Jason of Madison GA (09/18/07)
They are refusing checks on a account because of fraudulant activity on a account with the same first two digits in another state & refuse to correct the problem without filling out an application with all our personal info, that our bank says not to fill out. Our bank has tried to talk to them to correct the problem & they refuse to talk to them.

Natanya of Bolingbrook IL (07/31/07)
I received a letter from the company telling me that one of there employee stole my credit card amd checking account information. and which I supected that my information had been stolen, because of all the telemarking calls I was getting. and they had my credit card information. which I have to freeze my checking account and cancelled my credit cards. and now I'm without money until everthing get corrected. and they refuse to let me know how they or he got my information and to give me any infromation about this case or investagation. i will be seeking a lawyer about this matter. totally unacceptable. this guy I want to press charges and on the company for not protecting my information or telling why is stored in computers without my consent.

forzen checking account and I have to wait 2 weeks to get everthing correct. not right.

Wayne of Greenwood DE (05/09/07)
I went to Dr. Puri's (Boston Medical Group) office for treatment. When I wrote a check for app. $2000.00, Certegy told BMG not to accept my check. I proceded to call them and they used an excuse of they did not have enought information. They called where I do my banking for checking (Sussex County Federal Credit Union) and were told that I had more than enough money for the transaction and that I also had overdraft protection. They forced me to use a credit card or do without the treatment. I do not think that this organization is capable of doing business on the level that they are involved in.

If I had not had my credit card available, I would have to came home without the treatment availibility.

P.j. of Phoenix AZ (01/13/07)
On January 11, 2007, I was denied Check Cashing Privaleges at Circle K #1662, 4482 E. Osborn, Phoenix, AZ 85018. I presented my check in the amount of $37.88 for gas and groceries. I used my Government ID as proof of person. The clerk at this store gave me a printout from Certegy which stated to decline my chek and ask for an alternate payment from me. She then gave me the 800 number to Certegy.

Upon calling Certegy, I spoke with their CS person Brian, who asked for my Checking account number, SS#, Birthdate, Address, etc. Brian then stated that they had NO OUTSTANDING CHECK from me on my account! He then went on to try and convince me that they were only trying to protect me and businesses! They had nothing on me and no reason as to why this happened. I was so embarassed and humiliated in that store that I could not think straight. I also had to borrow gas money and money for lunch!

Certegy is reporting me as being a bad credit risk, my checking account as bad and I am being denied the ability to get a cash advance on my checks!

Patricia of Lanham MD (08/17/06)
Shopping for doors for my home, I chose Lowe's, unfortunately. I paid $30. to have the measurement made for my doors. I return to the Store and had a very pleasant and knowledgeable Sales person to asist me in finding my doors. I needed 3 exterior doors 1. Oval, 1 Storm door and a fanlite door for my side door. My project no was 164544573. My Total was 1224.28 excluding installation. I was very excited about my purchase and looked forward to beautifying my house. Now since Dec.05 I have bought a washer and dryer at Lowe's. Saturday at the side walk sale I purchased 2 beautiful Lamp. Lowe's so I thought was a fun place to shop.

Now I work and Bank of America has been my bank for more than 30 years. And I am sure the bank would provide a letter saying My Bank Account was available fo the funds need for this transaction. I could have went to the bank and got the money and returned, but my principles and creditablity and respect for me as a customer went out the window when I was told my check was not acceptable. This is no a pleasant experience especially when you know your sincerity, and honesty was questioned. I now have lost $30.00 for door mesurements because other establishment will not accept your mesurements. I know taking my $1224.28 some place else don't matter to you, but I will tell many people about this experience and about Lowe's sincerity and honesty toward its customers.

John of Fuquay Varina NC (06/28/05)
I write many checks to Home Depot. In the last month I have probably wrote 5 or six. Yesterday 6-27-05 I wrote a check for 124.26 and Certegy denied it. I called Certegy that moment for an explanation. I have never had a bad check in my life and I have all the ID, 2 pictures, 2 credit cards and 15000.00 in bank. I find this to be unacceptable from Home Depot and Certegy, the vendor for check verification. I cannot get a satisfactory explanation from Certegy or get this problem solved. There is not any reason for this to happen to a customer with proper ID. If a store excepts payment in the form of cash,credit or check then they should have a valid reason for not excepting it.

Steve of Wichita KS (11/02/04)
I don't know what to do. 3 times our checks have been turned down by Certegy when we have plenty of money in the bank. The first two were inconsequential 5 or 6 dollar checks. The last one was 100 dollars. The only connection is Certegy. Every business that does not use Certegy takes our checks. We were directed to call Certegy, which we did.

The customer representative stated, We apologize for any inconvenience our inability to authorize a check may have caused. We would like to emphasize that there is no negative check writing on you on file. And our decision was not due to any bank report concerning availability of funds. Certegy often tracks check writing based on many factors including patterns that reflect identity theft and unauthorized usage ...

I wrote an email to Certegy and asked which merchants they serve in Wichita so we could avoid them in the future, but I got a snotty reply that said they did not give out that information. Now I get an application in the mail to fill out and send to Certegy. I am not inclined to give out that information or to do their job for them. Is there any advice you have or help you can offer?

We have had to use Visa when our checks were turned down.

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.

Back to the top |