An Open Letter to Telecheck and FirstData.....
August 29, 2009
Headquarters
TeleCheck Services, Inc.
5251 Westheimer
Houston, Texas 77056
Dear Sir or Madam:
Since there is no way to determine who may be reading this, I am only going to include the information you gave me when I describe my experience with your company. By the way, is it Telecheck or FirstData? It’s interesting that FirstData doesn’t have a phone number but has a US address. All Telecheck inquiries are provided with the same number, except for Canada. Both are toll free but go to call centers in the Phillipines. The only email address on your website (for Media Relations) spit my email back at me. So, since you make it so difficult for consumers to get the answer to a simple question, I’m posting it on all my blogs.
I called Telecheck and entered all the information asked for, however, when ‘Kim’ answered the phone, not only was she was almost unintelligible, the information that I spent all that time entering, ‘did not come through’ and I had to give it her again. This means that I have provided my PERSONAL IDENTITY information to a third party using a system that should have provided this information to her. Because I could not make myself understood, and she told me she could not give me further information, I asked for a supervisor. Then “Robert” came on the line.
I asked what Telecheck’s ‘guidelines’ are regarding checks as I was told by the previous rep that my check did not meet Telecheck’s “guidelines”. He, like Kim, could not provide me with information as to exactly what those guidelines are. This could have been an emergency. No, I don’t normally write checks, so I understand about there not being a history. That makes perfect sense. But I was told my check did not meet your “guidelines” but no one could tell me exactly what those guidelines are. That’s about all I could understand. Slick speaking foreigners engender distrust in me, especially ones that sound like they are reading a script. Score one for the call center, zero for the consumer. I realize I am not your customer; the merchant is your customer. I am the consumer that the merchant depends on for business. Now, whenever I go to a merchant, even if I am using my debit card, I will NOT MAKE PURCHASES AT A BUSINESS THAT USES YOUR SERVICES.
Do you see the problem here? If I have to write a check, I need the assurance that my bank’s checks meet the criteria needed for companies like yours to verify it so that I can make my purchases. I want checks that meet your guidelines, and I want to be able to tell my bank what those guidelines are to determine if they even make checks that meet your guidelines in the first place. I don’t like to write checks. I don’t usually write checks. But I want the option left open. Your company has effectively made my checks unacceptable for reasons that you cannot disclose and are available nowhere on your website.
I will, in future, do my utmost to avoid merchants who use your services. I have not had this problem with Verisign, ECHO, Checkcare, or any other check verification service. I also have my COMPLETE INFORMATION in your CHECK CASHING database because I DO have a check CASHING history at Wal-Mart, who uses your services. I realize those two systems are different, but a forward thinking entity would figure out how to cross reference that data for its merchant customers and help them accept checks from people who have NO NEGATIVE HISTORY in either of your databases.
I am left feeling like a criminal, and your “Customer Service’ center is based in Manila, Phillipines, which probably explains why I couldn’t understand a word either of them said. You are denying the ability to purchase to people with NO NEGATIVE history based on guidelines you cannot even detail? And I gave my PERSONAL IDENTITY information to a girl in the PHILIPINES????
I was going to call that “Un-American’…but I see it’s rather pointless as FirstData and Telecheck are NOT American companies they are based in US Territories, but that does not make them American. I refuse to support Merchants who use your service, and I will spread the word to whomever will listen that you are an unethical, non-US business. As far as I am concerned you rank right up there with the scammers from whom you say you’re trying to protect your merchants.
This won’t mean much to your company, I know. Perhaps you will listen when banks begin getting involved since you are telling people their bank’s checks don’t meet your guidelines. Dodging responsibility isn’t considered trustworthy.
Sincerely,
XXXXX X XXXXX
Knoxville, TN
Denial Record #3025783
Headquarters
TeleCheck Services, Inc.
5251 Westheimer
Houston, Texas 77056
Dear Sir or Madam:
Since there is no way to determine who may be reading this, I am only going to include the information you gave me when I describe my experience with your company. By the way, is it Telecheck or FirstData? It’s interesting that FirstData doesn’t have a phone number but has a US address. All Telecheck inquiries are provided with the same number, except for Canada. Both are toll free but go to call centers in the Phillipines. The only email address on your website (for Media Relations) spit my email back at me. So, since you make it so difficult for consumers to get the answer to a simple question, I’m posting it on all my blogs.
I called Telecheck and entered all the information asked for, however, when ‘Kim’ answered the phone, not only was she was almost unintelligible, the information that I spent all that time entering, ‘did not come through’ and I had to give it her again. This means that I have provided my PERSONAL IDENTITY information to a third party using a system that should have provided this information to her. Because I could not make myself understood, and she told me she could not give me further information, I asked for a supervisor. Then “Robert” came on the line.
I asked what Telecheck’s ‘guidelines’ are regarding checks as I was told by the previous rep that my check did not meet Telecheck’s “guidelines”. He, like Kim, could not provide me with information as to exactly what those guidelines are. This could have been an emergency. No, I don’t normally write checks, so I understand about there not being a history. That makes perfect sense. But I was told my check did not meet your “guidelines” but no one could tell me exactly what those guidelines are. That’s about all I could understand. Slick speaking foreigners engender distrust in me, especially ones that sound like they are reading a script. Score one for the call center, zero for the consumer. I realize I am not your customer; the merchant is your customer. I am the consumer that the merchant depends on for business. Now, whenever I go to a merchant, even if I am using my debit card, I will NOT MAKE PURCHASES AT A BUSINESS THAT USES YOUR SERVICES.
Do you see the problem here? If I have to write a check, I need the assurance that my bank’s checks meet the criteria needed for companies like yours to verify it so that I can make my purchases. I want checks that meet your guidelines, and I want to be able to tell my bank what those guidelines are to determine if they even make checks that meet your guidelines in the first place. I don’t like to write checks. I don’t usually write checks. But I want the option left open. Your company has effectively made my checks unacceptable for reasons that you cannot disclose and are available nowhere on your website.
I will, in future, do my utmost to avoid merchants who use your services. I have not had this problem with Verisign, ECHO, Checkcare, or any other check verification service. I also have my COMPLETE INFORMATION in your CHECK CASHING database because I DO have a check CASHING history at Wal-Mart, who uses your services. I realize those two systems are different, but a forward thinking entity would figure out how to cross reference that data for its merchant customers and help them accept checks from people who have NO NEGATIVE HISTORY in either of your databases.
I am left feeling like a criminal, and your “Customer Service’ center is based in Manila, Phillipines, which probably explains why I couldn’t understand a word either of them said. You are denying the ability to purchase to people with NO NEGATIVE history based on guidelines you cannot even detail? And I gave my PERSONAL IDENTITY information to a girl in the PHILIPINES????
I was going to call that “Un-American’…but I see it’s rather pointless as FirstData and Telecheck are NOT American companies they are based in US Territories, but that does not make them American. I refuse to support Merchants who use your service, and I will spread the word to whomever will listen that you are an unethical, non-US business. As far as I am concerned you rank right up there with the scammers from whom you say you’re trying to protect your merchants.
This won’t mean much to your company, I know. Perhaps you will listen when banks begin getting involved since you are telling people their bank’s checks don’t meet your guidelines. Dodging responsibility isn’t considered trustworthy.
Sincerely,
XXXXX X XXXXX
Knoxville, TN
Denial Record #3025783