ComplaintsforTeleCheck Services, LLC

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Checks were stolen out of my mailbox November 8, 2021. Someone "washed" the two checks and wrote them to Walmarts in ************* and Madi, Alabama. I filed a police report on November 30, 2021 after receiving notices that Discover and *********** never received my payment. The check to *********** cleared my account before it was caught but I have been reimbursed. We closed the account immediately and opened a new one. The second check was sent through but didn't clear because the account was closed. I was turned over to Telecheck of **********, ********. I have contacted them, my bank has contacted them also. They were also provided with the police report. They have frozen my check writing ability indefinitely until the $661.96 is resolved. That has left me with no ability to pay my bills, get groceries, buy medicine or pay any local merchants. I write checks for all my banking needs. I am 76 and my husband is 85. I do not have a computer, debit card etc. My account has been frozen since December 10, 2021. Please advise me what I can do. I am at the point of getting an attorney in order to access my account. This entire ordeal has taken a tole on my physical and emotional health.Sincerely,*******************************

  Business response

  02/01/2022

  January 31, 2022
  
  *************************
  1706 *************
  ********, ** 29505
  
  RE: BBB Complaint No. ********/ *************************
         Debt Reference: 37-213403725025
         Original ***************** No. 5703
         Current Creditor: TeleCheck Services Inc.
  
  Dear ********************,
  
  TeleCheck has received your BBB Complaint regarding the above-referenced debt item and subsequent declines you have received as a result. I would like to apologize again for any inconvenience, embarrassment, or frustration this situation has caused as that is certainly not our intention. I tried reaching out you by phone on January 20, 2021, at the phone number you provided -- ************** -- however no one answered when the phone was picked up and I was unable to leave a voice mail. Please call me directly at ************** or by email at ********************** if you wish to further discuss this with me.
  
  For background, TeleCheck is a check acceptance company and specialty credit reporting agency which works with merchants nationwide who wish to accept payment by check. For many merchants, TeleCheck also provides warranty services. As part of its services, TeleCheck evaluates, and processes check payments at the point of sale for its merchant clients by evaluating transactions against its database. If TeleCheck accepts a check, it guarantees payment to the merchant even if the check returns unpaid for some reason.  TeleCheck will decline a check when there are negative items associated with a check writer in its database (a Code 4 decline) or when a statistical analysis of the check and the transaction indicates a greater risk that a check will not clear than a merchant is willing to accept.  In those instances, TeleCheck will issue a Code 3 decline.   
  
  TeleChecks records reflect you received two Code 4 declines on December 10, 2021, at Food Lion. These declines were issued because of the above-referenced item linked to your checking account ending in *******. Below is summary of these declined transactions:
  
  MerchantDateCheck #Amount $
  Food LionDecember 10, 20219002$ 113.96
  Food LionDecember 10, 20219003$ 113.96
  
  After further review of the information you provided, TeleCheck has updated this item to forgery status and closed. You have no further responsibility for this item. Below is a summary of this item in TeleChecks system noting it has been modified to forgery status. We sincerely apologize for any difficulty you have experienced in attempting to resolve this matter.
  
  
  Consumer NameAcct #
  (Last 4)ID#
  (last 4)SS#
  (Last 4)Check #Original CreditorCheck DateAmount $Current Status
  ********************************N/AN/A8072Walmart No. 5703November 30, 2021$ 661.96Modified
  
  While we have done our best to respond to the issues you have raised, if you have any additional questions or concerns, please call me or email me directly as noted above. You may also contact our ******************** at ************** Monday-Friday 8:00 a.m. to 5:00 p.m. ET. This would be the best time to reach a supervisor if additional assistance is necessary.
  
    While a merchant remains free to accept a check even if TeleCheck declines to accept it, TeleCheck will not provide a warranty.
  
    A Code 3 is not reported to third-party consumer reporting agencies and in no way reflects negatively on a consumers credit status. TeleCheck does not have access to a check writers account and does not verify account balances as part of the processing services it provides.
  
    For further information about TeleCheck or if you would like to request your TeleCheck File Report please go to: https://getassistance.telecheck.com/how-telecheck-works.html.
  
   
  PLEASE NOTE ALL RETURN CORRESPONDENCE MUST EITHER REFERENCE THE TRACKING NUMBER ABOVE OR INCLUDE A COPY OF PRIOR CORRESPONDENCE RECEIVED FROM TELECHECK.
  
  Sincerely,
  
  *********************
  Consumer Resolution Services
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ********** to purchase new appliances. My total was $3272.45 and when I paid my check was declined by Telecheck. I was advised to call ************ to find out why. I called and was told it was because I was not registered with them and the check was in a large amount. I gave the customer service rep the information she asked for and was told the information would be updated and could take as long as three hours. It was already 8:00 in the evening so I went in and told the cashier that I would have to come back in the morning because the information would not be updated before they closed. I went back in today and was declined once again. I appreciate the fact that there was a safeguard in place to protect my accounts and was OK with having to call in and then wait until the next day. I am not OK with the fact I was declined again today. This is completely not acceptable and was extremely embarrassing. I have had this checking account for over 20 years and have never over drawn a check and have good credit. There is well over the amount of my purchase in the account. There is no reason for this to have happened a second time especially when the ** rep told me she updated everything for the check to process. I then went on their website to try and resolve the issue and there is nowhere on there to register with them to resolve this issue. I do not use credit cards, I only pay with cash, this is ridiculous and should not have this big of an issue to make a purchase. The funny thing too is even IF the check was not good, I don't even get the items I am ordering for a few weeks yet, so they could stop the delivery. Why would I be stupid enough to write a bad check for something I have to wait weeks to get?

  Business response

  01/27/2022

  January 27, 2022
  
  *****************************************
  ***********************************************************
  
  RE: BBB Complaint No. ******** / ****************************************
  
  Dear **************,
  
  TeleCheck has received your BBB complaint regarding a check decline that you received at *************** We would like to apologize for any inconvenience, embarrassment, or frustration these declines have caused as that is certainly not our intention.
  
  For background,TeleCheck is a check acceptance company and specialty credit reporting agency which works with merchants nationwide who wish to accept payment by check. For many merchants, TeleCheck also provides warranty services. As part of its services, TeleCheck evaluates, and processes check payments at the point of sale for its merchant clients by evaluating transactions against its database.If TeleCheck accepts a check, it guarantees payment to the merchant even if the check returns unpaid for some reason.[1] TeleCheck will decline a check when there are negative items associated with a check writer in its database (a Code 4 decline) or when a statistical analysis of the check and the transaction indicates a greater risk that a check will not clear than a merchant is willing to accept.[2] In those instances, TeleCheck will issue a Code 3decline.[3] 
  
  With the information in your complaint we were able to locate the transaction in question and the Trace ID associated with it  --- 1400310000035467436088[4] -- which was processed on a **************** checking account ending *******. As your complaint noted, TeleCheck issued a Code 3 decline for this transaction because the lack of check writing history,frequency of check writing, and the amount of the check fell outside parameters. Again, we apologize for any inconvenience you experienced as a result of this issue.
   
  While we have done our best to respond to the issues you have raised, if you have any additional questions or concerns, please call me directly at ************** or by email at *********************** You may also contact our ******************** at ************* Monday-Friday 8:00 a.m. to 5:00 p.m. ET. This would be the best time to reach a supervisor if additional assistance is necessary.
  
  PLEASE NOTE ALL RETURN CORRESPONDENCE MUST EITHER REFERENCE THE TRACKING NUMBER ABOVE OR INCLUDE A COPY OF PRIOR CORRESPONDENCE RECEIVED FROM TELECHECK.
  
  Sincerely,
  
  *********************
  Consumer Resolution Services
  
  
  [1] While a merchant remains free to accept a check even if TeleCheck declines to accept it, TeleCheck will not provide a warranty.
  
  [2] A Code 3 is not reported to third-party consumer reporting agencies and in no way reflects negatively on a consumers credit status.TeleCheck does not have access to a check writers account and does not verify account balances as part of the processing services it provides.
  
  [3] For further information about TeleCheck or if you would like to request your TeleCheck File Report please visit: https://getassistance.telecheck.com/how-telecheck-works.html, or call TeleChecks ******************** at ************** to request that a form be mailed to you.
  
  [4] The decline was issued at ********** on January 15, 2022, for a transaction in the amount $3272.45 (check number 6230).
  
  
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Changed my bank account information through my Maverik account and then went to get gas. Over a month later I received a collection notice in the mail from Telecheck!!! How was I to know that the bank account info never went through when I received no error message?? If that's the case, the transaction at the pump should have NEVER gone through!!! I paid the **** and was told to wait 24 hours to reconnect my account. It's been nearly a month and I am still not able to connect my account due to an error from Telecheck!!! This is ridiculous and unacceptable!!!! I have called repeatedly and can never get anyone on the phone or get told to call a different #. I have never written a bad check or have any kind of credit issues. I have great income and this is so beyond frustrating and wrong!! If this is not taken care of immediately I will pursue further action against Telecheck for your unlawful business practices!!

  Business response

  01/20/2022

  January 20, 2022

  
  Ashley Case
  *************************************************************

  
  RE: BBB Complaint No. ******** / ************************************************* have received your BBB complaint concerning Code 3 declines you received when trying to link your new ************* checking account ending ******* to your Maverik card. We would like to apologize for any inconvenience, embarrassment, or frustration these declines have caused as that is certainly not our intention.
  For background, TeleCheck is a check acceptance company and specialty credit reporting agency which works with merchants nationwide who wish to accept payment by check or electronic check transaction. For many merchants, TeleCheck also provides warranty services. As part of its services, TeleCheck evaluates, and processes check payments at the point of sale for its merchant clients by evaluating transactions against its database. If TeleCheck accepts a check, it guarantees payment to the merchant even if the check returns unpaid for some reason.1 TeleCheck will decline a check when there are negative items associated with a check writer in its database (a Code 4 decline) or when a statistical analysis of the check and the transaction indicates a greater risk that a check will not clear than a merchant is willing to accept.2 In those instances, TeleCheck will issue a Code 3 decline.3
  TeleChecks records reflect the following recent Code 3 declines that were issued because the check writing history on the
  checking account at issue was outside pre-set risk parameters. A summary of these declines are listed below:
  Merchant
  Date
  Check Number
  Amount
  Maverik- Enrollment
  December 15, 2021
  99952935
  $ 0
  Maverik- Enrollment
  December 22, 2021
  99530313
  $ 0
  Maverik- Enrollment
  January 4, 2022
  99938074
  $ 0
  With the information you provided with your complaint, we were able to locate ************* checking account ending ******* which is also linked to the Maverik card ending *******. We have made some modifications to the information in our system which we believe will lessen the likelihood of future declines. Since we have made these adjustments, our records do not note any transactions with TeleCheck merchants on the checking account and no new card transactions on the Maverik account.
  While we have done our best to respond to the issues you have raised, if you have any additional questions or concerns, or if you receive any further declines, please feel free to call me directly at ************** or by reach me directly by email at
  1 While a merchant remains free to accept a check even if TeleCheck declines to accept it, TeleCheck will not provide a warranty.
  2 A Code 3 is not reported to third-party consumer reporting agencies and in no way reflects negatively on a consumers credit status. TeleCheck does not have access to a check writers account and does not verify account balances as part of the processing services it provides.
  3 For further information about TeleCheck or if you would like to request your TeleCheck File Report please visit: https://getassistance.telecheck.com/how-telecheck-works.html.
  IMPORTANT NOTICE:
  REFER TO TRACKING NUMBER
  435550
  IN ALL FUTURE CORRESPONDENCE
  ********************************************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Attempted to check out at ******************************************. I wrote a check and it was declined by TeleCheck. This happened before and I called the ***** number and updated my information with them. Stated everything was updated. Well it happened again today December 28th at 4:00pm. I again called TeleCheck at ************** immediately when I got home. I spoke to a supervisor named ***** and she stated she was in the ************. I again updated my information. ****** was very busy. I stood in line for 30 minutes to check out. I had an old check from my ************* account that was sold to TCF Bank that was sold to **************** That check was accepted by TeleCheck from a bank that is longer in business for several years. If I did not have that old check in my purse I would have had to walk out of ****** with no groceries in the amount of $299.70. This is not acceptable to me. This business states my information is updated but continues to deny persons their ability to write a check out of their personnel account.

  Customer response

  01/03/2022

  I received a phone call from *********************. Phone # ************ which he asked me to call him. I did not answer the phone. I received this information in my voicemail. He stated is was from Telecheck. The original call was made from ********** ** phone # ************. What is the protocol when filing a complaint? I thought the business was supposed to contact you? Could you please let me know the next steps I am to take. Complaint #********.

  Thanks,

  ***************************

  Business response

  01/11/2022

  January 11, 2022
  
  ***************************
  *******************************************************
  
  RE: BBB Complaint No. ******** / ***************************
  
  Dear ******************,
  
  TeleCheck has received your BBB complaint regarding a check decline to ****** No. 48 on December 28, 2021. I would like to apologize for any inconvenience and frustration this may have caused as that is not our intention.
   
  For background, TeleCheck is a check acceptance company and specialty credit reporting agency which works with merchants nationwide who wish to accept payment by check. For many merchants, TeleCheck also provides warranty services. As part of its services, TeleCheck evaluates, and processes check payments at the point of sale for its merchant clients by evaluating transactions against its database. If TeleCheck accepts a check, it guarantees payment to the merchant even if the check returns unpaid for some reason.  TeleCheck will decline a check when there are negative items associated with a check writer in its database (a Code 4 decline) or when a statistical analysis of the check and the transaction indicates a greater risk that a check will not clear than a merchant is willing to accept.  In those instances, TeleCheck will issue a Code 3 decline.   
  
  With the information you provided, we located the Trace ID at issue ************************ which indeed was a Code 3 decline linked to a ************************ checking account ending *******. With this information, we were able to make modifications to the information in our system related to this checking account and to also migrate the check writing history from your previous ************* & ************* checking account ending ******* to the Huntington account. Since those adjustments, TeleChecks records reflect you have had two recently approved transactions with TeleCheck-affiliated merchants. Below is a summary of how these recent transactions, including the decline, appear in TeleChecks system:
  
  MerchantDate Checking AccountCheck #Amount $Status
  ****** 48December 28, 2021*******1019$ 299.70Code 3 Decline
  ****** 48January 5, 2022*******1021$ 310.42Approval
  NordstromJanuary 7, 2022*******99367114$ 200.00Approval
  
  Based on this, we believe that we have successfully resolved your complaint. Nevertheless, if you have any additional questions or concerns, or if you experience any other declines, please call me directly at **************; you can also reach me by email at *********************** In the alternative, you may also contact TeleChecks ******************** at ************** Monday-Friday 8:00 a.m. to 5:00 p.m. ET. This would be the best time to reach a supervisor if additional assistance is necessary.
  
  1 While a merchant remains free to accept a check even if TeleCheck declines to accept it, TeleCheck will not provide a warranty.
  
  2 A Code 3 is not reported to third-party consumer reporting agencies and in no way reflects negatively on a consumers credit status. TeleCheck does not have access to a check writers account and does not verify account balances as part of the processing services it provides.
  
  3 For further information about TeleCheck or if you would like to request your TeleCheck File Report please go to: https://getassistance.telecheck.com/how-telecheck-works.html.
  
   
  PLEASE NOTE ALL RETURN CORRESPONDENCE MUST EITHER REFERENCE THE TRACKING NUMBER ABOVE OR INCLUDE A COPY OF PRIOR CORRESPONDENCE RECEIVED FROM TELECHECK.
  
  Sincerely,
  
  *********************
  Consumer Resolution Services
  
  
  
  

  Customer response

  01/13/2022

  [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

  12/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried to buy a MacBook Pro at Best Buy and to pay with a personal check $1,500 of the total $2,894 due. My account is not overdrawn, it has a full balance, I have never had a bounced check and my credit score is excellent. Best Buy turned down the check. According to the printed message on the back of the check, they turned it down due to advice from Telecheck. This is not the first time my family has had issues with Telecheck. In 2017, we wrote to Telecheck President ***** Barbet and spoke to a rep named Velvet ******** due to Telecheck constantly turning down checks from a valid account simply because not enough checks were written from that account. ******************** insisted Telecheck was right to turn down the checks and nothing got solved. These people are placing customers in an awkward position and ruining their credit over arbitrary, illogical reasons. Its time that the financial authorities reign them in. If the financial authorities do not have the power to do that, then they should not exist. There is no reason to pay people good money to unjustly affect our lives.

  Business response

  01/06/2022

  IMPORTANT NOTICE:
  REFER TO TRACKING NUMBER
  434409
  IN ALL FUTURE CORRESPONDENCE

  January 5, 2022
  
  ********************************
  *****************************************************
  
  RE: BBB Complaint No. ******** / *******************************
  
  Dear ****************,
  
  TeleCheck has received your BBB complaint regarding a check decline at Best Buy. I would like to sincerely apologize for the trouble you have encountered with these declines. I tried reaching out to you at the phone number provided in your complaint to discuss this decline -************** on December 29, 2021, and again on January 4, 2022; however,this number was not in service. If you would like to discuss this with me directly, please call ************** or you can reach me by email at ***********************
  
  For background,TeleCheck is a check acceptance company and specialty credit reporting agency which works with merchants nationwide (including Best Buy) who wish to accept payment by check. For many merchants, TeleCheck also provides warranty services. As part of its services, TeleCheck evaluates, and processes check payments at the point of sale for its merchant clients by evaluating transactions against its database. If TeleCheck accepts a check, it guarantees payment to the merchant even if the check returns unpaid for some reason.[1] TeleCheck will decline a check when there are negative items associated with a check writer in its database (a Code 4 decline) or when a statistical analysis of the check and the transaction indicates a greater risk that a check will not clear than a merchant is willing to accept.[2] In those instances, TeleCheck will issue a Code 3decline.[3] 
  
  We understand your frustration with being declined and I would repeat here that we would like to help resolve your concerns.
  To do so,however, we need a little more information to help us locate the specific declines in our system. Typically, we utilize a specific decline number you should have received at the point of sale, which is typically included on the transaction record (receipt) that was provided to you. If you could provide that decline number, we could use that. If you do not have that information,any or all of the below additional information should allow us to locate and address the transaction at issue:
  
  A copy of your drivers license or other state-issued identification used in connection with the denied transaction; or
  A copy of a voided check from the account in question
  
  With this information,we should be able to better figure out why you received the decline and to see if there are any steps we can take to minimize the chance you will receive any in the future. Please be assured that the information you provide is legally protected from unauthorized disclosure.[4]
  
  While we have done our best to respond to the issues you have raised, if you have any additional questions or concerns, please call me directly at ************** or by email at *********************** You may also contact our ******************** at ************* Monday-Friday 8:00 a.m. to 5:00 p.m. ET. This would be the best time to reach a supervisor if additional assistance is necessary.
  
  PLEASE NOTE ALL RETURN CORRESPONDENCE MUST EITHER REFERENCE THE TRACKING NUMBER ABOVE OR INCLUDE A COPY OF PRIOR CORRESPONDENCE RECEIVED FROM TELECHECK.
  
  Sincerely,
  
  *********************
  Consumer Resolution Services
  
  
  
  [1] While a merchant remains free to accept a check even if TeleCheck declines to accept it, TeleCheck will not provide a warranty.
  
  [2] A Code 3 is not reported to third-party consumer reporting agencies and in no way reflects negatively on a consumers credit status.TeleCheck does not have access to a check writers account and does not verify account balances as part of the processing services it provides.
  
  [3] For further information about TeleCheck or if you would like to request your TeleCheck File Report please go to: https://getassistance.telecheck.com/how-telecheck-works.html.
  
  [4] If you wish us to search our records, you may fax this information to **************. If you have any questions or would like to discuss this matter directly with our affiliate ************ Services, please call its ****************** at ************** or its ******************** at ************** Monday-Friday 8:00 a.m. to 5:00 p.m.ET. Please call during office hours as that would be the best time to reach a supervisor if additional assistance is necessary.

• Initial Complaint

  12/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I looked on my bank statements and I see this weird transaction that took 5$ and then 10$ and the number ************ doesnt actually to go to someone to it just hangs up, I have no idea why my money is being withdrawn from my account all the statement says is ACH payment YSI **, YSI ** *** TELECHK ************ I have moved all of my money out that bank until business hours open, this is fraud and theft. I dont even have an explaination to why Im being charged.

  Business response

  12/21/2021

  December 21, 2021
  
  Adriana ***
  ****************************************
  
  RE: BBB Complaint No. ******** / ********************************************* you for your recent communication concerning transactions that you claim are unauthorized ACH payments to YSI US on December 5, 2021 ($4.99) and December 7, 2021 ($9.99). I would like apologize for any inconvenience, frustration, and embarrassment you have experienced as that is not our intention.
  
  For background,TeleCheck is a check acceptance company and specialty credit reporting agency which works with merchants nationwide who wish to accept payment by check. For many merchants, TeleCheck also provides warranty services. As part of its services, TeleCheck evaluates and processes check payments at the point of sale for its merchant clients by evaluating transactions against its database. If TeleCheck accepts a check, it guarantees payment to the merchant even if the check returns unpaid for some reason.[1] TeleCheck will decline a check when there are negative items associated with a check writer in its database (a Code 4 decline), or when a statistical analysis of the check and the transaction indicates a greater risk that a check will not clear than a merchant is willing to accept.In those instances, TeleCheck will issue a Code 3 decline. 
  
  Based on the information you provided with your complaint, we were able to confirm that these transactions were affiliated with a *********************** checking account ending in *******. A review of our records reflects that each transaction was approved in TeleChecks system. This means that each transaction was submitted for debit prior to TeleCheck accepting them. Unfortunately, TeleCheck has no ability to address who authorized the debit and cannot reverse these debits/approved transactions. You will need to dispute these transactions with ***********************. After you have disputed these items with your financial institution and the financial institution returns these items, please complete the enclosed TeleCheck Forgery / ID Theft affidavit. This will allow us to update our records and adjust the information in our system to block any associated check numbers or check range associated with this checking account in the future.
  
  While we have done our best to respond to the issues you have raised, if you have any additional questions or concerns, please call me directly at ************** or by email at *********************** You may also contact our ******************** at ************* Monday-Friday 8:00 a.m. to 5:00 p.m. ET. This would be the best time to reach a supervisor if additional assistance is necessary.
  
  PLEASE NOTE ALL RETURN CORRESPONDENCE MUST EITHER REFERENCE THE TRACKING NUMBER ABOVE OR INCLUDE A COPY OF PRIOR CORRESPONDENCE RECEIVED FROM TELECHECK.
  
  Sincerely,
  
  *********************
  Consumer Resolution Services
  
  Enclosures
  
  
  
  [1] While a merchant remains free to accept a check even if TeleCheck declines to accept it, TeleCheck will not provide a warranty. TeleCheck also does not have access to your checking account and would not have knowledge of your account balance.
  

   

  Customer response

  12/28/2021

  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.
  
  #1. Its asking for way too much information. Like for example, its asking me to file out an affidavit on having my identity theft/fraud stolen when my woodlands national bank account is shut down due to too many unauthorized transactions so I cant even put in my routing numbers or account numbers to that affidavit, and another reason I cant fill it out is I have no computer or printer nor will I drag my newborn son out in the winter cold for this useless document. 

  
  

  #2 the response was a bunch of sweet talk of nothing. It does not give me a reason to why my money was unauthorizedly touched. Nor does it explain to me what do I have to do to get my money back,

  
  

  #3 woodlands national bank will not give me my old routing or account number 

  
  Regards,
  
  Adriana ***

  Business response

  01/18/2022

  
  IMPORTANT NOTICE:
  REFER TO TRACKING NUMBER
  434831
  IN ALL FUTURE CORRESPONDENCE 
  January 18, 2022
  
  
  Adriana ***
  ****************************************
  
  RE: BBB Complaint No. ******** / ********************************************* you for your recent communication concerning your *********************** checking account ending ******* and the two disputed transactions with YSI ** **** Again, we would like to apologize for any inconvenience or embarrassment this issue may have caused.
  
  As a onetime courtesy TeleCheck has modified these items and they now show as inactive in our files and will not affect your future check writing abilities. Below is a summary of these two items appear in TeleChecks files:
  
  Consumer Name Acct # (Last 4) ID#
  (Last 4) SS#
  (Last 4) Check # Original Creditor Check Date Amount $ Current Status
  Adriana *** ******* N/A N/A ******** YSI ** *** December 6, 2021 $ **** Inactive
  Adriana *** ******* N/A N/A ******** YSI ** *** December 7, 2021 $ **** Inactive
  
  For further information about TeleCheck or if you would like to request your TeleCheck File Report please go to: https://getassistance.telecheck.com/how-telecheck-works.html.
  
  We trust this resolves the issues you have raised. However, if you have any additional questions or concerns, please call me directly at ************** or you can reach me by email at *********************** You may also contact our ******************** at ************* Monday-Friday 8:00 a.m. to 5:00 p.m. ET. This would be the best time to reach a supervisor if additional assistance is necessary.
  
  PLEASE NOTE ALL RETURN CORRESPONDENCE MUST EITHER REFERENCE THE TRACKING NUMBER ABOVE OR INCLUDE A COPY OF PRIOR CORRESPONDENCE RECEIVED FROM TELECHECK.
  
  Sincerely,
  
  *********************
  Consumer Resolution Services
  

• Initial Complaint

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to use this app as part of my clover system, The first time I used it, I scanned a check as directed, Telecheck Services System said it was unable to read the check, I attempted to scan the same check a second time and again it stated "unreadable". I accepted the check from the customer and it was a good check, Now ********************** *** is charging me for $20.48 for failing to read a check twice. I have called them regarding this and after too much time on the phone, they said they will remove part of the ****, instead they have re-billed me for the same amount and are now threatening to add finance charges if i do not pay it. I have canceled the service. I want this invoice removed entirely, the service never functioned as promised, I should not be billed for the service not functioning twice. The charges need to be canceled and no more bills or threats send to me. The invoice number is K1******** The tele check number is ******** Customer ******************** LLC

  Business response

  12/13/2021

  Thank you for bringing the stated concerns to our attention.  We have researched your complaint and learned that on 9/22/21, *************** LLC processed an $85.00 check twice.  Our records show that both transactions were denied for Code 3 risk declines that could be due to many factors.  After the first denial, the check should not have been processed again and obtained another form of payment.  TeleCheck services was provided to *************** LLC to be utilized and regardless of a check being approved, declined or how many times it was processed, you will be billed.  *************** LLC used these services to accept a check on 9/22/21.  As it appears this was the only check processed since time of opening the account, training on the Clover device may have been beneficial.

  On the September 2021 statement J104049712, *************** LLC was billed one time ($85.00) @ ****% (check inquiries) to total $1.28 and charged twice @ $.20 (transaction fee) to total $.40 along with $10.00 processing fee.  The total was $11.68.

  We understand you spoke with **************** on 10/20/21 to discuss the invoice and you were advised that each check transaction is billable regardless of approval or how many times it was processed.  As a courtesy, **************** submitted a billing adjustment for a portion of the check inquiries ($1.15) and $.20 transaction fee for a total of $1.35.  This was approved and enclosed on your October 2021 statement K104049712.  There was a balance forward from September of $11.68 plus October billing minus credit of $1.35 for a total of $20.48.  On your November 2021 statement L104049712, *************** was assessed a finance charge of $.31 and $10.00 processing fee.  The total due is $30.48.  The finance charges are billed due to non payment.  Please note that *************** LLC was not charged "again" for this transaction.  The fees billed are valid.

  Please note that the account is still active as we have no record of a cancellation request (letter) via fax or email.

   

  Customer response

  12/20/2021

  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 Check I attempted to process was not "Accepted" or "Declined" Instead the screen stated that it was unable to read the check. 
  There was never an expectation or understanding that I would be billed every time I attempted to use the system, including when the system failed. 

  
  Any reasonable person would tend to try again, if they got a message "unable to read" 

  
  Unable to read is not a message that indicates that the system was utilized and I should not be billed for a system that failed to function as advertised. 

  
  I removed the app from my clover device and have not used it again. I have attempted to resolve the issue with TeleCheck multiple times by phone, first I was told they might remove one of the charges but then I got another **** without the single charge removed and now it appears the account has been reactivated and they are now adding more charges. 

  
  The only solution is to close this account immediately and to remove the fraudulent charges. 
  

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

  Business response

  01/11/2022

  We did not reactivate your account as you never cancelled it and you were billed the appropriate valid fees.  Please note that deleting the App does not close your account as you have to physically send in a Cancellation Letter by email, fax or mail.  These instructions would have been provided to you in October 2021 when speaking with **************** if you would have requested cancellation.  We believe training on your Clover device would have been beneficial to you in processing a check and our Terminal ************* was available 24/7 to assist you.  Please understand that by selecting the Accept option when downloading the TeleCheck App, the Terms & Conditions were provided to you and would have been beneficial to review as it disclosed what your transaction fees were as well as language regarding fees, declines, etc.  Nevertheless, as a courtesy, we cancelled your account effective 12/23/21 and waived your remaining balance of $30.79.

  Customer response

  01/11/2022

  [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. 

  I wish to clarify a few points, first I was trained by the representative who sold me the clover system and recommended this Telecheck Services, This is also the person who helped to resolve this issue internally. 

  I was never given instructions or an email or a fax number or mailing address to close the account. I was told that the charges would be reviewed, hopefully removed and i would receive an email regarding the resolution. I never received an email.

  I again with to re-interate, THE TRANSACTION WAS NOT DECLINED. The message that was on the screen when i tried to scan the check was "unable to read" 

  I am appreciative that Telecheck services has dropped these charges however  I am extremely unhappy with the services of Telecheck overall, including the continual refusal to change the practice of billing small business for software errors.  The Representative that sold me the system and recommended TeleCheck is fully aware of the issues and I hope it this service will never be recommended to a small business in my region again.  
  
  Regards,
  
  *******************************

  
  

*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. ↩