Official Payments
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How To File A Complaint
ACI Payments, Inc. is here to help you and resolve any issue with our service. As a first step, please contact ACI Payments, Inc. Customer Service Center for assistance in resolving any issue with our services. Please visit our FAQs section for complete details on Customer Service, including toll-free phone numbers and email contact information. You may also contact us by postal mail if you wish:

ACI Payments, Inc.
Customer Service Department
177 Technology Parkway
Auburn, AL 36830
Email: customerservice@officialpayments.com

If you feel that your question or issue with regard to the state, local or other payments provided by ACI Payments, Inc. remains unresolved after contacting us, you may contact the specific client to whom your payment was directed. The following U.S. states provide specific contact information regarding the money transmission services provided by ACI Payments, Inc.:


Residents of Alaska

If your issue is unresolved by [ACI Payments, Inc. & 1-800-487-4567], please submit formal complaints with the State of Alaska, Division of Banking & Securities.
Formal complaints must be in writing, please download the form here: https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf

Formal complaint forms may be submitted via:
  1. Fax: 907-465-1230
  2. Email: msb_licensing@alaska.gov
  3. Mail: Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807
If you have questions regarding formal complaints, please call 907-465-2521


Residents of California

If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Business Oversight at its toll-free telephone number, 1-866-275-2677, by email at consumer.services@dbo.ca.gov, or by mail at the Department of Business Oversight, Consumer Services, 1515 K Street, Suite 200, Sacramento, CA 95814


Residents of Colorado

COLORADO DIVISION OF BANKING
COLORADO MONEY TRANSMITTERS ACT
CUSTOMER NOTICE

Entities other than FDIC insured financial institutions that conduct money transmission activities in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit, are required to be licensed by the Colorado Division of Banking pursuant to the Money Transmitters Act, Title 11, Article 110, Colorado Revised Statutes.

If you have a Question about or Problem with
YOUR TRANSACTION - THE MONEY YOU SENT

You must contact the Money Transmitter who processed your transaction for assistance. The Division of Banking does not have access to this information.

If you are a Colorado Resident and have a Complaint about
THE MONEY TRANSMITTER - THE COMPANY THAT SENT YOUR MONEY

ALL complaints must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking's website and return it and any documentation supporting the complaint via mail or email to the Division of Banking at:

Colorado Division of Banking
1560 Broadway, Suite 975
Denver, CO 80202
email: DORA_BankingWebsite@state.co.us
website: www.dora.colorado.gov/dob

Section 11-110-120, C.R.S. requires that money transmitters and money order companies post this notice in a conspicuous, well-lighted location visible to customers.


Residents of Florida

ACI Payments, Inc. is a licensed money transmitter under Chapter 560, Florida Statutes. For suspected violations of Chapter 560, Florida Statutes, call ACI Payments, Inc. at (800) 487-4567 or contact the Florida Office of Financial Regulation, 200 East Gaines Street, Tallahassee, FL 32399-0376, (850) 487-9687.


Residents of Illinois

The Illinois Division of Banking will accept complaints at 888-473-4858, or by mail at: 320 West Washington Street, Springfield, Illinois 62786.


Residents of Maryland

The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding ACI Payments, Inc. (License # 9166, NMLS # 936777) at: 500 North Calvert Street, Room 402, Baltimore, Maryland 21202. Phone number: 888-784-0136.


Residents of Minnesota

CONSUMER FRAUD WARNING

Consumers are warned that fraud can and does occur. Please call ACI Payments, Inc. toll-free at 800-487-4567 to report fraud or suspected fraud.


Residents of Texas

NOTICE

If you have a complaint, first contact the consumer assistance division of ACI Payments, Inc. at 1-800-487-4567. If you still have an unresolved complaint regarding the company's money transmission or currency exchange activity, please direct your complaint to the Texas Department of Banking:

In Person or U.S. Mail ....... Texas Department of Banking
2601 North Lamar Boulevard
Suite 300
Austin, TX 78705-4294
Telephone Number .......... 1-877-276-5554 (toll free)
Fax Number ........................ 1-512-475-1313
E-mail Address .................. consumer.complaints@dob.texas.gov
Website Address ............... www.dob.texas.gov


Consumer complaints should be in writing, providing as much detail as possible. Please include the following information:
  • The name of the institution and the name of any person(s) at the institution with whom the complainant has had contact. Include telephone number(s) and addresses.
  • A complete description of the complaint and any efforts that have been made to resolve the complaint directly with the institution.
  • Copies of any available documentation supporting the complaint and efforts toward resolution.
  • Any suggestions regarding a preferred resolution of the complaint.


Residents of Washington

Entities other than FDIC insured financial institutions that conduct money transmission activities in Washington State, including the sale of payment of money or credit are required to be licensed. If there are questions or concerns regarding a transaction with a licensee please contact the Washington State Department of Financial Institutions at (360) 902-8703 or by mail at: Department of Consumer Services, 150 Israel Road Southwest, Olympia, WA 98504-1200.

To file a complaint, please provide: the name of the company, office location, and who you contacted at the company; your name, mailing address, and ten digit phone numbers; and a simple explanation of the problem, with a list of events in chronological order, making sure to include names and dates. Be specific and as brief as possible. For electronic submission, please complete the form found on the website: www.dfi.wa.gov under Consumer Information: File a Complaint.


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ACI Payments, Inc. is licensed as a money transmitter by the New York State Department of Financial Services, the Georgia Department of Banking and Finance, and by all other states and territories, where required. NMLS #936777.
 
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