ACI Worldwide, Corp. CFPB Complaints

2000 Latest Complaints

Date Received	Timely Response	Product	Issue	State / Zip	Submitted Via	Tags
05/03/2022	Yes	Debt collection Private student loan debt	Written notification about debt Didn't receive notice of right to dispute	FL 33830	Web	Servicemember
I have been trying to email the company requesting information on how to pay the debt. My first initial email was sent on XX/XX/XXXX. " I would like to start making payments onto my account online, but everything I click does not have the correct path in order to do so. Can you please assist? I will not be paying the full balance as I have other bills to pay that would hinder where I am living so they take importance. Im already borrowing money per month from roommates, so Im already short handed. Please assist so I can start making online payments. Thanks " I received an email back on XX/XX/XXXX. at XXXX am " Hello, Thank you for contacting ACI Payments. We are glad to assist with your inquiry. Please advise to whom your payment is being made as well as the error you are having. Thank you, Consumer Support Department '' to which I responded the same day. about 4 hours after their initial email was sent. at XXXX pm. " I am attempting to pay a debt to XXXX XXXX. I am unsure waht specific agency i am attempting to pay, as it was not listed on the paperwork. " by the XXXX, i still had not heard from anyone regarding the email I sent. So I sent another email at XXXX am. " Good morning, I still have not received a reply on this matter. I would like to make online payments for this. Please contact me with the information requested so that I can start getting this taken care of. This is the second email I have sent requesting this information. Please respond to this email with the information requested as I can not provide payment until I have the access and information on how to make a payment online. Thank you '' XXXX I had still not heard anything form anyone and it had been a week, I sent an email at XXXX pm again requesting the information. " Good afternoon, This is now the third time I have reached out by email and I have also reached out by phone, and I have yet to receive a response. At this point, it has come to be an issue making a payment no matter what I do. You have already stolen money from my savings account, and I had to borrow money from my boyfriend in order to make ends meet last month, as that is where I put my bill money until i need to pay the bills. This is not going to be accepted again, as I have attempted to make contact and make payment towards the balance due on the account. The fact of the matter is, I thought this was taken care of 4 years ago when I was still married. At this point it has become more of a hassle to attempt to reach out, and i feel as if it is no longer my issue. Your company clearly does not want payment since you are now withholding requested information in order to receive payment. I am unsure of where to go from here. I can not make payments towards the balance without the information, and you are not responding with the information in order to make payments. I am at a loss here and at the point of reporting this. With who? I am not sure at this point, but I am sure that's something a simple google search could fix. How do you expect someone to pay their balance if you are not going to respond with the information for them to pay the balance? Thanks, '' I am unsure where to go from here. I have attempted to reach out regarding the debt I owe, and it does not seem I can get a response on how to pay the debt. They randomly took money from a bank account I had money in for bills for the month. There was no contact made regarding this, whatsoever. I literally just looked at my account to pay some bills and was not able to. They just took XXXX $ from me without notice. I have no idea what the remaining balance is after this amount was taken or anything. I can not seem to get ahold of anyone to even get that.
11/02/2016	Yes	Money transfers Domestic (US) money transfer	Other transaction issues	VA 231XX	Web
I used OfficialPayments.com to pay my personal property taxes for XXXX XXXX XXXX XXXX, VA. The XXXX Personal Property Tax Bill issued by XXXX & XXXX specifically indicates that payment can be made online through www.officialpayments.com. The tax bill also indicate that in the upper right hand corner that " On XXXX XXXX, XXXX the Board of Supervisors adopted an amendment to Chapter XXXX, Vehicle License Fee Ordinance, to change the due date from XXXX XXXX of the preceding year to XXXX XXXX of the actual calendar/tax year in which the vehicle is garaged, stored, or parked in XXXX & XXXX XXXX and the inclusion of enforcement remedies as prescribed in the Code of Virginia. There is no increase in fee. '' All tax payments are indicated to be paid before XXXX XXXX of each year provided notices from the county are sent out in a timely manner. The tax bill was for {$78.00} and it can be verified that the money was transferred from the bank ( XXXX XXXX XXXX XXXX ) of the consumer to officialpayments.com along with associated fees ( handling charge ) per transaction as indicated on the back of the bill. XXXX XXXX XXXX County Treasurer Office c/o XXXX XXXX and XXXX XXXX deny receiving those funds and/or misappropriated the funds to excessive fees not allowed. There are only XXXX types of fees mentioned on the bill. The handling charge was paid for making a payment through officialpayments.com. The other XXXX fees were a 10 % penalty after XXXX/XXXX/XXXX which would be {$7.00} and 8 % interest beginning XXXX/XXXX/XXXX which is divided into 12 months, being approximately {$0.00} a month ( totaling approximately {$2.00} by XXXX XXXX ). Other than those acknowledge fees, the bill indicates " There is no increase in the fee. '' XXXX & XXXX XXXX denies receiving any funds prior to XXXX XXXX or thereafter subsequently sending notices to the XXXX XXXX Virginia Department of Taxation and XXXX XXXX Virginia Department of Motor Vehicles preventing renewal of registration. There has been indication by XXXX XXXX and/or XXXX XXXX that there were fees assessed that may have misappropriated any funds actually sent to the office and then it was subsequently reported that the office did not receive any payments that were wired from the personal XXXX XXXX XXXX of the consumer to officialpayments.com and then electronically wired or transferred from officialpayments.com to XXXX XXXX XXXX XXXX c/o XXXX XXXX and/or XXXX XXXX. The XXXX XXXX XXXX XXXX has verbally indicated that the transactions were completed and a consumer financial protection bureau complaint was filed for further verification on XXXX/XXXX/XXXX under complaint number : XXXX. OfficialPayments.com transaction confirmation number ( s ) : XXXX and XXXX ( attached ). The XXXX XXXX Virginia Department of Taxation also with held approximately $ XXXX because XXXX XXXX XXXX XXXX indicated that they were not paid.
04/12/2018	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Unexpected or other fees	PA 19119	Web
I attempted payment of {$5100.00} to XXXX on XX/XX/2018 for City of XXXX XXXX tax. My multiple attempts to use the free e-check option were denied. A customer service rep informed me that the e-payments were not possible to the City of XXXX at this time, but a fix is in process. I reluctantly chose to continue with a debit card even though there is a fee. After choosing the payment option of " Debit Card '', accepting the expected " convenience fee '' of {$5.00} and entering all required information, the error response was " enter valid card number ''. I tried several more times with the same result. I was on the phone with a second customer service rep and she told me that for debit cards with a chip, you need to choose the payment option of " Credit Card '' instead of " Debit Card ''. Notably, she stated that the XXXX system has " always been that way ''. With the rep on the phone I entered my information again using the same debit card, but selecting the " Credit Card '' option as instructed. This time the " convenience fee '' was {$120.00}. As I had been through this process several times previously with a stated {$5.00} fee for a debit card, I almost clicked through to complete the transaction. Clearly XXXX payment portal is designed to collect unjustified fees in the form of a percentage of the payment ( in this case 2.5 % ) for all debit cards with a chip, which must be processed as credit cards on their payment portal. In the case of my incomplete transaction, XXXX would have overcharged {$120.00} for the 'convenience fee '. There is no obvious indication on the payment portal that debit cards with chips must be treated as credit cards. It is my understanding that debit card fees can not be excessive and are in a different category from credit cards. I believe that XXXX is fraudulently charging excessive fees on debit card transactions by forcing the debit card with a chip to be reclassified as a credit card in order for the payment to go through.
06/01/2022	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Other service problem	OR 97477	Web
On XX/XX/2022 I used ACI Payments to pay the IRS. In their terms and conditions they attempt to require arbitration and claim to provide a means of opting out by dialing a specific phone number ( XXXX ). When I attempted to dial this phone number there were no options to opt out of arbitration, and no ability to speak to a live person. I filed a complaint with my state 's Department of Justice, which was forwarded to the CFPB as complaint # XXXX. I later received a phone call on XX/XX/2022 from somebody claiming to represent ACI Payments, promising to send me confirmation of my successfully completed opt out. As of the date of my filing this complaint ( XX/XX/2022 ), I have received no written confirmation, nor any further contact from ACI Payments. I have no way to prove that I have refused to waive my right to a trial by jury or judge in court and my right to participate in a class action. I have two issues with this situation : - I did not receive any written confirmation that I have opted out of ACI Payments ' attempt at forced arbitration, even after my complaint was escalated to the CFPB and I received a phone call from ACI Payments promising that I would receive confirmation. - ACI Payments ' arbitration opt-out process as outlined in their terms and conditions does not appear to work, and provides the person opting out with no means of having a written record of their having done so. This is certainly convenient for ACI Payments, but not so much for consumers.
11/01/2023	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Other service problem	CA 92057	Web
On XXXX XX/XX/2023, I attempted to use Official Payments/ ACI Paymetns , Inc. to pay my state taxes by credit card. I could not log into my accounts ( nothing happened/site did not respond ) so I continued to check out as a guest. After filling out all the form fields, entering my payment info, and hitting submit I received an Access Denied error. Access Denied You don't have permission to access XXXX XXXX XXXX XXXX XXXX' on this server. Reference XXXX XXXXXXXX Access Denied You don't have permission to access XXXX XXXX XXXX XXXX XXXX' on this server. Reference # XXXX XXXX XXXX XXXX I tried accessing the sites again in XXXX mode using XXXX, XXXX, and XXXX. I even tried again today. I still can not access the websites. I called the customer service number at XXXX and could never reach a human for assistance. I emailed customer support at XXXX and have yet to receive a response beyond an automated copy/paste response. I can't believe this compay is supposed to be a payment processor for federal and state taxes! Completely unprofessional and untrustworthy.
09/01/2023	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Money was not available when promised	CA 940XX	Web
I paid ACI Payments ( https : //acipayonline.com/index.jsp ) {$410.00} fee on XXXXXXXX to deliver {$18000.00} CA tax payment to FTB ( California Franchise Tax Board ) as XXXX estimated payment. I have confirmed multiple time with the company and they confirmed the {$18000.00} was delivered to FTB. However, it didn't show up in my FTB account. I called in multiple times to FTB and was told they saw the transaction but did not actually receive the money from ACI Payments. The payment was cancelled due to " insufficient fund ''. This doesn't match with what ACI Payments told me. I was charged a total of {$18000.00} to my credit card ending in XXXX. The credit card was successful and I already paid the credit card bill. Each of the party asked me to the other party. This was a never ending loop that took me so much time, yet the money is still lost. I request ACI Payments either 1 ) contact FTB directly and get {$18000.00} posted to my 2021 tax filing, OR 2 ) refund {$18000.00} plus {$410.00} fee to my credit card ending in XXXX.
12/02/2023	Yes	Debt collection Other debt	False statements or representation Attempted to collect wrong amount	CA 92105	Web	Servicemember
XXXX XXXX XXXX XXXX XXXXCases Payment Amounts do not match what has been paid. Even with two amounts of {$65.00} there shouldn't be a difference so low. Today XX/XX/2023 at XXXX it shows an amount of {$1400.00} Current Account Balance. I just received from XXXX on XX/XX/2023 that the amount that is owed since the Transfer from XXXX XXXX XXXX XXXX ( Case Number ( XXXX ) on XX/XX/2023 ). This amount would be {$1500.00}. My Father also sent me an email with an amount I sent him previously from XX/XX/2023 says an amount of {$1500.00}. All of my payments have been in the amount of {$65.00} and there have been at least 4 of them of which are contained within the account information. Which I have as well. If you subtract any of these amounts they just do not add up to {$65.00} paid on my card from the account information.
08/09/2023	Yes	Vehicle loan or lease Loan	Managing the loan or lease Billing problem	TN 38305	Web	Servicemember
mae payments to XXXX XXXX XXXX using their online portal to use XXXX XXXX. On XX/XX/2023 \| paid XXXX using my debit card and was charged twice. On XX/XX/2023, I paid XXXX, which also was charged twice. At that time I have tried over and over again to communicate with this company to get those payments applied to my account or refunded. I have sent multiple copies of my statements to no resolve. received an email stating that those funds were refunded to my account which the statements show that they were not. I tried disputing it with my bank in which they told me the merchant said it was paid so no refund is going to be given and the case closed. The funds that that were taken out and never refunded back to me are highlighted in yellow in the attachments.
02/07/2018	Yes	Debt collection I do not know	Written notification about debt Didn't receive enough information to verify debt	OH XXXXX	Web
XX/XX/XXXX ACI /XXXX , XXXX . {$350.00} Contacted XXXX , XXXX. and requested this debt be removed from my information. I was told it was from XX/XX/XXXX. Advised representative that I have never had a credit line through XXXX and only opened a XXXX account that is attached to my bank account in XX/XX/XXXX. Was advised it looks like fraud. No info on what they are doing to resolve issue .. XXXX , XXXX. And ACI seem to be running a scam because there is a message board with tons of complaints about this. ACIs phone number is ( XXXX ) XXXX PayPals phone number ( XXXX ) XXXX Please inform
06/14/2022	Yes	Money transfer, virtual currency, or money service Mobile or digital wallet	Fraud or scam	CO 80234	Web	Servicemember
I USED OPC NOW CALLED ACI TO PAY MY FEDERAL TAX BILL ON XX/XX/2022. ON XX/XX/2022 I RECEIVED A BILL FROM THE IRS THAT I OWED {$2700.00} AND THAT THEY HAVE NOT RECEIVED ANY PAYMENT FROM ACI. IT IS IMPOSSIBLE TO CONTACT THIS COMPANY TO RESOLVE ANY ISSUE. OPC* US TREASURY PAYMENT PM XXXX XXXX XXXX CARD XXXX XXXX XXXX XXXX THIS PAYMENT WAS WITHDRAWN FROM MY XXXX XXXX BANK ACCOUNT ON XXXX
02/03/2020	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Incorrect information on your report Information belongs to someone else	NY 11550	Web
while login on to my credit monitoring site I notice a few accounts on my report that does not belong to me I would like for these fraudulent accounts removed asap these accounts or on my XXXX, XXXX, and my XXXX as well 1.XXXX XXXX {$31000.00} date open XX/XX/XXXX 2.XXXX XXXX XXXX XXXX {$2100.00} date open XX/XX/XXXX 3. XXXX XXXX XXXX {$910.00} date open XX/XX/XXXX
01/10/2021	Yes	Debt collection I do not know	Written notification about debt Didn't receive notice of right to dispute	PA 18103	Web
In the letter attached It is implied that they will deduct monies from a bank account associated with account numbers of of mine. I have never spoken or received any communication regarding this alleged debt. I have not agreed or provided any financial information to cure this alleged debt.
08/30/2022	Yes	Debt collection Other debt	Attempts to collect debt not owed Debt was paid	MD 20708	Web
I was paying a traffic fine to the state of New York and satisfied the debt. ACI continued to deduct {$11.00} from my account. I've attempted once to resolve this and just recently sent another request to cease the debit.
02/25/2020	Yes	Debt collection I do not know	False statements or representation Impersonated attorney, law enforcement, or government official	FL 32824	Web
ACI, XXXX XXXX XXXX, has called my cell phone repeatedly claiming to be attorneys, stating I owe paypal some exorbitant amount of money. I have a XXXX account that I use to pay ONE bill, and the balance is XXXX.
06/25/2021	Yes	Debt collection Other debt	Attempts to collect debt not owed Debt is not yours	WA 98335	Web
I received an attempt to collect a debt from ACI, a debt collection company, dated XX/XX/2021 in the amount of {$310.00} The debt states it is from a XXXX account. I do NOT have a XXXX account.
11/27/2021	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Fraud or scam	AR 72761	Web
XXXX sold thier express pay business in 2019 to aci, aci has furnish everything but money tranfer numbers to finish claims at XXXX for {$XXXX}. see atttached pay us {$XXXX} to face litigation
07/27/2018	Yes	Debt collection Credit card debt	Attempts to collect debt not owed Debt is not yours	CA 92646	Web	Servicemember
I got a bill that is not mine from ACI for XXXX. I don't have a XXXX credit card so I should not have to pay {$980.00} under reference # XXXX
10/01/2021	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Fraud or scam	AR 72761	Web
ACI FAILED TO REFUND 3 FRAUD INDUCED TRANSFERS XXXX IS DENYING CLAIM FOR {$2300.00}. THEY ARE VIOLATING THE DODD FRANK ACT.
07/24/2021	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Fraud or scam	AR 72761	Web
XXXX SOLD XXXX XXXX TO XXXX XXXX AND ARE BOTH FAILING TO FURNISH ALL WIRE TRANSFERS TO XXXX XXXX XXXX XXXX
12/28/2023	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Fraud or scam	MS 39108	Web	Servicemember

05/25/2023	Yes	Credit card or prepaid card General-purpose credit card or charge card	Problem with a purchase shown on your statement Overcharged for something you did purchase with the card	MI 48237	Phone

03/09/2022	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Other transaction problem	OR 97477	Postal mail

08/31/2021	No	Money transfer, virtual currency, or money service Domestic (US) money transfer	Fraud or scam	AR 72761	Web

01/25/2021	Yes	Debt collection Other debt	Attempts to collect debt not owed Debt is not yours	FL 32773	Web

12/30/2020	Yes	Debt collection Other debt	Attempts to collect debt not owed Debt was result of identity theft	FL 33409	Web

10/12/2020	Yes	Money transfer, virtual currency, or money service Mobile or digital wallet	Fraud or scam	CA 93710	Web

12/03/2019	Yes	Credit card or prepaid card General-purpose credit card or charge card	Other features, terms, or problems Problem with balance transfer	GA 31404	Phone

09/17/2019	Yes	Debt collection I do not know	Attempts to collect debt not owed Debt is not yours		Phone

04/18/2019	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Other transaction problem	NJ 07104	Web

05/15/2018	Yes	Debt collection Credit card debt	Threatened to contact someone or share information improperly Talked to a third-party about your debt	MD 21921	Web

05/04/2018	Yes	Debt collection I do not know	Communication tactics Frequent or repeated calls	GA 30078	Web	Older American, Servicemember

12/04/2017	Yes	Debt collection I do not know	Took or threatened to take negative or legal action Threatened or suggested your credit would be damaged	NY 11756	Web

09/27/2017	Yes	Debt collection Other debt	Communication tactics You told them to stop contacting you, but they keep trying	NY 10475	Web

02/07/2017	No	Debt collection Other (i.e. phone, health club, etc.)	Cont'd attempts collect debt not owed Debt was paid	CA 90703	Web