Complaint Review: TeleCheck

On August 26, 2003, TeleCheck would not approve my personal check in the amount of $857 to Family Pet Centers when I attempted fulfill my daughter's long-time dream of adopting a little dog. Contrary to TeleCheck's written claim to "provide you with the specific reason(s) why an adverse action was taken" - they adamantly refused to do so three (3) times.

Please note that I am a widowed 49 year old professional who has NEVER ONCE written a bad check in my entire life - and there was well over $3,900 in my personal checking account on the day in question (August 26, 2003). Furthermore, aside from my mortgage, I have NO outstanding debt, nor have I ever made a late payment!

On August 26, 2003, the first Customer Service Rep. "Taurus" claimed that the criteria for personal check approval was known only to TeleCheck's Computer System and NO human within TeleCheck had the authority to over-ride this system - nor could any human explain why my check would not now or ever be approved. "Taurus" kept refusing to give me the name of the TeleCheck's President, stating this was confidential information.

When I told him this was absurd and I was beginning to suspect fraud, "Taurus" angrily replied that TeleCheck was insured by the FDIC... which, as I patiently explained to "Taurus", was quite meaningless in regard to whether or not TeleCheck was in compliance with NY State law. "Taurus" would not allow me to speak with a Supervisor, claiming that he was the Supervisor. However, "Taurus" finally disclosed that the Head of TeleCheck was Mr. Stephen Moore. As soon as I returned home, and went online, I discovered that "Taurus" had indeed lied, because according to their website, the Head of TeleCheck is listed as being a Mr. Brian Bush.

Not happy with the responses I had received from "Taurus", I phoned TeleCheck again on August 26, 2003, and spoke with Check Writing Services Rep. "Jose" - who made the same exact claims as "Taurus", in addition to directing me to call "Ms. Shirlene." After repeating "Ms. Shirlene's" number TWICE - I phoned the number "Jose" had insisted was correct - and was promptly connected to a very confused 7-11 Store in Texas(?!) Suffice it to say, I was not amused.

I then made a third call to TeleCheck's main switchboard and was told that no such person by the name of "Jose" existed, but was given the number for a "Ms. Shirlene Simon".

Since TeleCheck's main switchboard could not connect me to "Ms. Shirlene Simon", I made a fourth call and reached an answering machine which stated that "Ms. Shirlene Simon" would return to the office on August 21 (on August 26?!) and to "please phone: 1-800-XXX-XXXX and request the Supervisor on Duty".

I then made a fifth call to the number "Ms. Shirlene Simon's" answering had provided and found it was a completely automated number which did NOT give one the option of speaking with a human, much less the ability to "request to Supervisor on Duty".

In all of my many years in the banking and credit industry, I have never encountered such a profoundly disturbing organization nor more questionable legal practices! I was humiliated and my young daughter was in tears. A full investigation is warranted! Caveat Emptor!!

Cheryl
Niskayuna, New York
U.S.A.
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