ComplaintsforFiserv, Inc.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Under the code of conduct, I have 90 days to cancel my service when they change the rate. They changed the rate on my July bill. Now they have sent a letter from a collections department company saying we owe them $2200, and no one will give me a straight answer as to who can send a letter to the lease company to say the service was canceled because of code of conduct. I have been going around and around with them for over two months and they keep saying someone from Loyalty will phone and they never do.

  Business response

  11/14/2024

  Mr. ****,

  Thank you for reaching out with the stated concerns.

  This account was not cancelled under Code Of Conduct. When you spoke with **************** to close the account they advised you at that time that there was no increase in your rate. You were also advised, at that time, to contact **** regarding the lease return. If you believe there was an increase please provide details as to what what specific fee or rate you are referring to, what the increase was and provide statements or notification of the increase. 

  Thank You, Fiserv

  Customer response

  11/15/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THEY FILED FALSE W2S TO SSI IN MY NAME AND UNLESS THEY FIX IT I LOSE MY MONTLY DISABILTY AND MEDICAL PLEASE HELP ME GET THEM TO FIX THIS THEY SAISD THEY WOULD BUT ACCORDING TO SSI HAVE NOT DONE SO YET

  Business response

  10/26/2024

  Mr. ********,

  Please contact HR for assistance at **************. 

  Thank You, Fiserv

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was simply contacting Clover for a POS system and the person I was dealing with is ******. I was asked what I was specifically looking for and I told ****** I needed a POS with 2 screens, one for the clerk on the register and one for the customer on the other end for swiping or taping a payment. When I received the **** it only had one screen and I reached back out to ****** and he stated on text, which I included here, that it was a mistake on his end and that he started the return process which takes about ***** hrs. I waited a week and asked ****** through text, and he responds its on his manager and he doesnt know himself whats taking so long and not to worry its being handled. When connected to his manager **** ********, he said he will have to determine through the recorded call who's at fault when ****** already took responsibility and told me for 2 weeks its being returned. ****** was just blatenly lying to lock me in.

  Business response

  10/30/2024

  Mr. ******,

  Thank you for bringing your concerns to our attention. We apologize for any misunderstanding when ordering the equipment for your business. 

  The initial call was reviewed and we acknowledge that you did originally state you were interested in the Clover Duo, "the one that has a screen facing the customer". You were given pricing on both a purchase and a lease subscription on the Clover Duo but felt those were too expensive for you as a new business starting out. You asked for an option around $40 a month. ****** offered two options as the closest to that price which was the Flex and the Mini. In discussing the features, it was agreed the Flex was not the best option for your business. The Clover Mini was offered for $60. You asked if it was a POS system and if you could upgrade in the future. It is a POS system and you are able to upgrade in the future. During the call ****** offered a discounted price on the Clover Duo for purchase which is the original POS system you asked for but you declined stating it was still too expensive. It was clear that the equipment you agreed to was not the two screened equipment you had entered the call requested and you had been advised we did not have a $40 POS system you stated you were also looking for. 

  However, as you are unhappy with the equipment received, we have emailed calltags for the return of your equipment and will cancel out the lease. Please be aware your merchant account is still open and we have not received your request to close the account. We are unsure if you are seeking to get new equipment for processing or will be closing the merchant account with us. If you want to close the merchant account you will need to call **************** to request cancellation. If you do not cancel your merchant account, the account will remain open and monthly fees will be billed. 

  Please do not hesitate to reach back out should you have any further questions.

  Thank You, Fiserv

   

  Customer response

  10/30/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Apr 16 2024, Our Payment terminal machine broke so we called ********** to help us troubleshoot, they said we needed a new one, so we opted to buy one since the price to rent was high, we talked to many customer service **** who gave us different prices for purchasing and renting so it made it very confusing Apr 18 2024, Still hadn't heard from ********** as to when we would receive the new machine. We called many times. We were not able to process payments for a few weeks while we waited May 3, 2024 we cancelled our account #******* with ******************** (**********) due to very poor customer service, ignored *************** and having every customer service *** contradict each other when we needed clarification and answers when trying to order a new payment terminal May 3, 2024 we received a ***** notice that a shipment was being sent from ********** for the new machine May 5, 2024, the new machine cost was taken out of our bank May 6, 2024, Since we had cancelled our first Data Account, we were told by the Director of ************* to refuse the ***** shipment of the new machine so it could be sent back to them so that they could cancel and refund May 13, 2024, the machine was delivered back to ********** according to ***** tracking number #************ June 12, 2024, We requested on update on our refund for the machine we refused June 12, 2024 Nobody in their customer service was able to explain why they told us to refuse the shipment, and why they're not giving us a refund. We kept getting transferred to different people that didn't know anything despite them telling us that they would check the notes in our file.We were finally given a case number #mi004335743 and were told the ****************** would call back, but every time we called nobody knew what the case number was for and this cycle of being passed around ************ of today Oct. 15, 2024, it is still hard to get ahold of anyone, nobody cares to look into our case. We still don't have our refund.

  Business response

  10/25/2024

  Mr. Jonsson,

  Thank you for reaching out with the stated concerns and for speaking with us to assist in getting this resolved. As per our phone conversation,  a refund of $995 plus tax tax has been submitted for the return of equipment. Please allow 7-10 business days to receive the funding.

  Do not hesitate to reach out should you have any further questions.

  Thank You, Fiserv

  Customer response

  10/28/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was very unaware that FISERV paid Dish prior to the stop payment, that was inadvertently put on my ********** unknown to me. I never received a letter from FISERV telling me they paid the bill. I had no idea Dish was paid twice by **************************** I spoke to a *** today at FISERV with a manager from ****** on the call that had no idea how to resolve the issue. She said I owed them $$ which was fair. But no letter ever arrived to tell me I owed them $$. The ones attached do not say I owe them. I'm upset that the *** failed in her job. She offered no solutions just kept ***eating the same things & never escalated it. The manager at ****** was also disappointed in her lack of ability to resolve the issues. I called *********** are sending me a check in 21 days that I will turn around & send funds to FISERV. This company's inability to communicate & resolve problems is despicable. I want someone at the top of this company to call me to discuss why I never got any communication stating I owed $$. I am very insulted that their inexperienced *** could not figure out how to resolve this. As I said there was a ****** manager on the call too that said she would be filing a complaint with upper management regarding that experience. I'm really glad I had a witness on that call. The *** reminded me the call was recorded. I don't care & wasn't very nice about the situation. Dish was not going to give the $$ back. They tried to get me to pay until I threatened to sue ****************************** The way FISERV unprofessionally handled this is over the top. The *** at ****** made a mistake, a manager fixed it but apparently not completely. I resent the payments to my creditors not knowing that 1 had already been sent. I received no communication stating it had already been paid by FISERV. Even ****** didn't know it was paid. What a mess FISERV made that could've been avoided if I had known they already paid the bill. Dish wasn't going to tell me a duplicate pyt was made either.

  Business response

  10/17/2024

  Ms. ******,

  Thank you for reaching out with the stated concerns. We apologize for any frustration you encountered when calling for assistance. 

  The referenced payment was processed twice as instructed.Both payments were scheduled by an authorized user as a one time payment. As the payments were scheduled we do not call to confirm. 
  
  The first payment, delivered on 09/23/2024 in the amount of $134.31 was scheduled on 09/20/2024. This payment to Dish Network on 9/23/2024 was paid and when we attempted to debit the account it returned for R08 (payment Stopped).Funds of $134.31 is owed. The second payment, delivered on 09/25/2024 in the amount of $134.31, was scheduled on 09/24/2024.

  Letters were mailed. 

  Thank You, Fiserv

  Customer response

  10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The letters I received are attached in the original complaint. I received nothing else from Fiserv regarding monies owed or anything being duplicated. How would I have known they paid the bill even after they mentioned it was ***? I put a negative review on ****** about you too outlining the entire problem that you still even in this complaint have failed to resolve! So rather than contacting me by phone to resolve this and discuss, you blow me off again? I am calling ****** and tell them of this experience too, send them a copy if need be and have them contract with another vendor who provides customer service. As I said before you suck! I will not be using your bill pay system with ****** again once this is all cleared up. Dish is sending the money back, when they do I can return it to you. When you unsuspend the account I will close it and delete my payees. You don't deserve my business or ******** or anyone else's for that matter.
  
  Regards,
  
  ******* ******

  Business response

  10/26/2024

  Ms. ******,

  We are sorry to hear you feel that way. The account will be reinstated when the balance owed is due.

  Thank You, Fiserv

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had filed for short term disability with the state of **, after finally getting approved they disbursed funds to a prepaid card company by the name of Money Network, which is how they pay you. I received the card on Tuesday 10/02, by Wednesday 10/03 someone had transferred ******* to a personal bank account. I called them as soon as I saw this transaction show up on the app. They had me fill out a dispute form and email it back. Every day I speak to someone its always something different, Ive even been hung up on. I've been pretty respectful so far but it's coming to an end. One person tells me it takes up to 90 days to decide if they want to give my money back, the next person says it takes 5 to 10 business days for a decision and if denied, I can appeal the decision and it can take another 45 to 90 days. I was able to find out where the money was transferred to, I looked up the routing number on ******. Its a Teachers ******************** out of **. I'm a nurse out of **. I called the bank and spoke to a representative that stated the routing number is to a bank they took over, she took down the account number and asked my name and once I told her my name she could no longer help me because it didn't match the name on the account. Now If I can do that in 20 minutes why does it take so long for a decision. It feels like this is an inside job with the amount of complaints I seen on here and on reddit. Not one person from Money Network has taken down the bank name or account number. I never inputted my bank information. They have all these securities for me to access my account but where was the security to keep my money from being transferred to someone elses account? My dispute form was emailed on the 3rd and emailed again on the 4th. It is the 11th and I am still waiting for a decision.

  Business response

  10/18/2024

  Thank you for bringing your concerns involving your Money Network card to our attention. After further review of your dispute and the information provided in the complaint, we have accepted and issued final credits in the total amount of $3,880.36 on October 16, 2024. 

  We trust that we have addressed all your concerns, but nevertheless, if you have any further questions, you will need to contact **************** at **************. 

  
  Thank you,
  Fiserv
  
  

  Customer response

  10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  Hello again, 

  I spoke with a representative from Money Network that informed me that I would receive a refund in the amount ******* in the form of a check within the next 14 business days after taking the money from the new card they sent to me and then told me I should look on the bright side my money was being refunded to me.  I requested to obtain my refund that day but they refused, instead he told me when I call disability to inform them my account was compromised and therefore closed to have them direct deposit my funds and don't take no for an answer.  I feel that the representative was being condescending and I don't believe they are refunding my money until I see it first hand. 

  Regards,
  
  ***** *******

  Business response

  10/31/2024

  We have reviewed the call that took place on October 17, 2024 and there were no issues with the representative's tone or demeanor. Furthermore, we acknowledge that the check cleared on October 29, 2024.
  
  We trust that we have addressed all your concerns, but nevertheless, if you have any further questions, you will need to contact **************** at **************. 
  
  Thank you, 
  Fiserv 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My business uses Fiserv as our POS merchant services provider. Due to an error in our bank's positive pay system, some payments to Fiserv were not processed. I received an email on Saturday, October 5 stating that our account would be closed at the end of the month because of this. This was the first communication that I received. On looking into my spam folder, I found a few more. Automated email communications that go to spam are not enough. We did not get a phone call or a letter in the mail about this issue. I went in to work on Monday, October 7, to rectify the situation, only to find that our terminal had already been turned off and our account closed. I immediately tried to correct the situation by calling my bank, who connected me to Fiserv in the first place. They started working with Fiserv but were told it would be 3-5 days before the account could be reinstated. Someone called me today Wednesday, October 9, to say it will be Monday before I can accept payments. I don't understand why this process takes such a long time. This is hugely detrimental to my business, as I have no way to access customers' funds for an entire week. This is crippling for a business. I also have refunds that I need to process, and I am unable to do so. I realize that I should have been checking my spam folder more regularly, but I honestly don't have enough time. I do not feel that a good faith effort was made to contact me to resolve the issue before it escalated into this huge problem.

  Business response

  10/16/2024

  Ms. *****,

  Thank you for contacting us, We understand your concerns and apologize for the frustration caused. Due to the amount of amount merchant that we have we are unable to contact everyone by phone when there is a banking issue. Letters are sent but email is normally the fastest and most convenient way to reach our merchant. We appreciate your feedback and will pass along your suggestions. 

  In review of your account, our records show it was reinstated on Wednesday, October 10th and has been processing with no further issues or delays. 

  If you have any questions or would like to discuss further please contact our *************************** at ************. 

  Thank You, Fiserv

   

  Customer response

  10/24/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, especially as I am about to change merchant service providers. Thank you for allowing my voice to be heard. Thank you!
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello! We have been the victim of fraudulent ******** transactions debited out of our business bank account and being paid to Fiserv through a ********* bank account since 2019. Since discovering this fraudulent activity our ********** representative told us the guilty parties involved are Fiserv, Card Connect, Card Point, Pineapple Payments, Cutter Financial, & Payline. We have been in contact with ****** ***** (Fiserv - **************) and **** ***** ****************** who have told us the fraudulent activity is under investigation. We have been waiting for over 3 weeks and no one has contacted us to remedy this situation or reimburse us for the money which has been stolen from our company. We were told a sales person by the name of **** ******* had signed us up for card processing services in 2018. We do not know **** ******* nor has anyone from our company talked with this person, EVER.Please NOTE: 1. We have NEVER signed up for any such card processing service or card processor or received a card processor.2. We have NEVER received a single contract or a single statement or bill by either email or paper mail showing any of the fraudulent ACH deductions that we were being billed for that were coming out of our bank account. 3. We do NOT use a card processor to accept credit cards as we use Intuit Quickbooks to accept credit card payments. 4. We NEVER purchased a card processor from any of the above companies.5. We have NEVER processed a single transaction with ANY equipment from any of the above companies. Please let us know when and how we will be reimbursed for the money which has been stolen from our company ****. Our legal department is currently investigating this matter and we are ready to move forward with all means necessary to recoup this money plus interest and/or any legal fees and damages incurred. The total amount that was stolen from us from 2019 - 2024 = $8,331.92. Thank you! *************************

  Business response

  10/17/2024

  Mr. *******,

  Thank you for your patience while we worked to resolve the issue. A refund has been submitted for the full amount of billing. We show a total amount billed of $8,276.82. You should received a refund in 7-10 business days. 

  Please do not hesitate to contact us should  you have any further questions or concerns. 

  Thank You, Fiserv

• Initial Complaint

  09/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After reading hundreds of similar experiences its clear Ive been had, and left with no other option but to pursue legal action. It has been 3 months of attempting contact with your company via phone, email and reviews in order to resolve suspended batches with totals exceeding $10,000 with zero explanation, your risk representative assured me there have been no problems with my account and to keep using the merchant, just to have more funds held.

  Business response

  09/30/2024

  Mr. *****,

  Thank you for reaching out with the stated concerns. We apologize for any frustration caused due to the situation. 

  We would be happy to research for you to determine why you have not received your funds however, your complaint does not provide your business name, business address nor a merchant number. Please provide your business information along with your merchant number so we may access your account to assist. 

  Thank You, Fiserv

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Urgent: Account Suspension and Zelle Transaction Dispute Dear FiServ Support,I am writing to express my serious concerns regarding a recent issue involving my Zelle account, which I have successfully used through ******* for over three years without any problems. Recently, I received two separate $1 transactions from a person I do not know via ******** my shock, I was informed by *******'s **************** that FiServ has shut down my account, labeling me a "mule" due to one of these transactions being reported as fraudulent. Since then, I have been under emotional stress, unable to reach anyone at FiServ who can provide answers or help me resolve this situation.I find it deeply concerningand possibly illegalthat such serious allegations can be made against someone without providing any clear contact information or opportunity to address the issue. Not only have I been scammed by an unknown individual, but I now feel scammed by FiServ as well. This has caused significant personal and financial distress.I urgently request that you:1Provide an immediate explanation for why I have been labeled a "mule" and my account shut *********** clear steps to resolve this misunderstanding and reinstate my **************** how I can directly communicate with someone who can assist me.Please treat this matter with the urgency it deserves, as it has caused severe disruption to my life and finances. I look forward to your prompt response.

  Business response

  10/15/2024

  Fiserv is not a financial institution and instead enables the Zelle® service, managed by Early Warning Services, LLC, for financial institution clients so that they can provide Zelle to their customers.  Fiserv provides information to financial institution clients utilizing the Zelle® service regarding the likelihood of a transaction being fraudulent. The financial institution is responsible for all final decisions regarding fraudulent transactions and accounts. The customer has a relationship with TD Bank, and that financial institution owns any decisions on the customer’s account status; Fiserv does not. The customer should contact TD Bank at 1-888-751-9000 with any questions about their account status. Fiserv has reached out to TD Bank and Early Warning  to share this complaint and requested that they respond. 

  Thank You, Fiserv

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22348997, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  Wendee Kohronas

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22348997, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. When I speak to the bank they are saying your company has blocked me from using zelle. I have never had a fraud complaint on my name until someone sent me $1. I need help to fix this and I am told only your company can do that.

  I want to know what the reason for closing my account is.
  
  [Please type your response here.]
  
  Regards,
  
  Wendee Kohronas

  Business response

  10/16/2024

  Ms. Kohronas,

  We understand your frustration, unfortunately, the financial institution, TD Bank,  owns any decisions on the customer’s account status; Fiserv does not. We did not make the decision therefore cannot answer your question. We have reached out to TD Bank however they have not responded to our inquiry. You would need to work with TD Bank for a resolution and any questions or concerns about your account status.

  Thank You, Fiserv

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩