Here is the bogus response I received from the "customer service" department at Certegy - (I use the term "customer service" loosely!)
Dear Ms. Merritt:
This email is in response to your most recent correspondence received in our offices on August 1 regarding our inability to authorize your check number 848 in the amount of $153.87 at Dicks Sporting Goods.initially, we would like to apologized for the delay in our response to your several inquiries, and assure you that we do understand the concern and inconvenience a declined check can cause.
As you know, Certegy Check Services (“CCS”) is a check authorization service. Our clients throughout the United States utilize our service to help reduce losses incurred through the retail practice of check acceptance. For many CCS clients, we also assume payment liability should an authorized check subsequently be dishonored.ccS maintains a computerized file containing both returned check information and information about relatively current check transactions at all CCS subscribers. This information is filed by either the check presenter’s drivers’ license or checking account number.in addition to this information, from over 40 years of check authorization and resulting loss experience CCS has developed guidelines for authorizing acceptance of checks. Our authorization system determines the potential risk associated with checks. Many proprietary factors are evaluated in making decisions for check approvals. We also often track check writing based on many factors, including patterns that reflect identity theft and unauthorized usage. This process is designed to prevent unauthorized individuals from writing checks on otherwise valid accounts. Unfortunately, valid check writing does occasionally overlap with these high-risk patterns resulting in the decline of a valid check.
We are sorry to hear that our previous explanations for the decline of your check at Dicks Sporting Goods were not satisfactory, however as you are already aware, our specific guidelines for check acceptance cannot be disclosed. The risk guidelines are considered proprietary information, and publicly disclosed guidelines would seriously diminish our ability to prevent losses to both CCS and our subscribing merchants. We can tell you however, that your decline was not due to any negative information in our database, but rather due to the lack of information in our database. Our authorization files revealed only two (2) transactions with your identifiers. Based on that information, our computers programs opted to decline your check at Dicks Sporting Goods. We did not mean to infer that your check was “bad”, or that you personally were not a good check writer. We sincerely apologize if you felt that way at the time of your decline. Although we pride ourselves upon relative infrequencies, it remains a fact of business that miscommunications do occasionally occur, and we would be remiss to not both acknowledge and correct them.
We recognize that some consumers have buying ability and shopping patterns that do not fit standard guidelines. The existence of positive information may affect the outcome of an authorization transaction. To that end, we can offer an application for our Certegy Gold Program. Upon your return of the application and its approval, your identifying numbers will be noted with a “preferred” status in the authorization system so that standard guidelines are relaxed and check authorization continues beyond the normal parameters. While this “preferred” status significantly relaxes CCS’ risk tolerances, it will not guarantee that declines will never occur. For example, if you present a check that is beyond the relaxed risk tolerances, we might decline warranty coverage of the check.
In closing, once again, we apologize for the concern and inconvenience you have experienced. Please be assured that your status is “clear and positive” in our authorization system, and we are confident you will experience no further problems associated with this matter at any of our merchant subscribers. If you should have any questions or need further assistance, please do not hesitate to contact our Customer Care Department at 800-352-5970.
Sincerely,
Certegy check services, inc.
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