Dear Valued CUSI Client,

We are writing to share an important policy update from Bluefin regarding ACH Rejects and how they may impact your account.

An ACH Reject occurs when a debit attempt initiated by Bluefin or Fiserv is declined by your financial institution. This most commonly affects clients who have Positive Pay or other fraud prevention measures in place.

To ensure uninterrupted service and avoid any delays in processing or payouts, CUSI asks that you work with your financial institution to authorize the Sending IDs listed below. These authorizations will allow debits to process successfully on your account for items such as:

  • Monthly processing fees

  • Chargebacks and disputes

  • Refunds

Please take a moment to confirm these IDs are on file with your bank at your earliest convenience. If you have any questions or need assistance, do not hesitate to contact our support team at techsupport@cusi.com. 

Fiserv North ACH Reject Loss Recovery Process

Purpose

This process describes what happens when a merchant processing on Fiserv North has an ACH Reject. Detailed below are the steps involved in recuperating an ACH Reject loss and

1. Bluefin’s Risk Team receives a report from Fiserv each morning detailing all of the ACH Rejects from the previous day. This is Bluefin’s only line of sight into the ACH Rejects that occurred. If an ACH reject happened and is not on the report then Bluefin has no knowledge of it.

Risk confirms the reject in AccessOne and assesses the loss amount.

·         Risk determines whether there are any of the below issues or if this is a standard fee reject due to the merchant’s bank setup:

o   prior unrecovered reject losses that still need to be recovered on the same account

o   related chargebacks pointing to issues other than fee rejects

o   previously released reserve funds that should have offset the loss but did not

o   a larger risk event that warrants escalation

2. When an ACH Reject occurs the merchant’s account will automatically get placed on a 100% funding hold. The type of ACH Reject is also important. The following list of ACH Reject codes are considered NACHA Rejects: R02 (account closed), R03 (incorrect account information), R04 (incorrect account information), R08 (payment stopped), R16 (frozen), R29 (debit block on the DDA). Most of the ACH Rejects that occur are R29 NACHA Rejects due to merchants instructing their banks not to accept debits.

*Note* - Fiserv has very little appetite for NACHA Rejects. They will unilaterally terminate merchant accounts if they believe that there are an excessive number of NACHA Rejects occurring. They will not provide specifics around that threshold, they only state that NACHA Rejects should only occur once and then the DDA block for ALL debit types related to the merchant account should be lifted permanently. Repeat NACHA Rejects can and have resulted in accounts being terminated by Fiserv without warning.

3. Once Fiserv places an account on a 100% funding hold due to an ACH Reject it will remain on hold for at least one full business day in addition to the day it was placed on hold. For example, if an account went on hold on Monday the earliest the hold can be removed is Wednesday. The hold will remain in place until enough funds have been held to cover 100% of the ACH Reject loss.

Held funds are not reported or shown anywhere. Bluefin cannot see how much money is being held. It can only be inferred from processing volume during the hold period.

4. After enough processing volume has been held to recover the loss, Bluefin’s Risk team will remove the funding hold. When the account is taken off hold the loss amount is automatically taken out of the reserve balance. There is no way to prevent this. At this point the merchant’s processing proceeds will start funding normally again.

5. The account must cycle for one full business day before the remaining held funds can be released back to the merchant. After one business day passes the Bluefin Risk Team will submit a request to Fiserv to send the held funds back to the merchant. Fiserv takes one business day to process the release request. Once Fiserv processes the request the merchant will receive the released funds in their bank account in 2-3 business days.

6. The total time a merchant’s funds will be delayed due to an ACH Reject is 5 business days, assuming it only takes one day’s worth of processing volume to cover the loss. Add an additional day for every additional day needed to collect the necessary processing volume in the reserve so that it is high enough to cover the loss.

Bluefin Sending IDs

It is important to contact your bank with the specific Bank IDs listed below. This ID will enable your bank and our payment processors to communicate successfully so that your payment transactions, as well as any monthly charges, are seamlessly deposited to your financial institution. Some financial institutions refer to these IDs as Sending IDs, Bank Filter IDs, Trading IDs or ACH Identifiers. Many merchants, especially large corporations and municipalities could have your bank reject a deposit that is not coming from a pre-approved “Bank ID” to prevent fraud on your account:

·        Fiserv Omaha Bank ID: Daily: 5921267934

o   This is for daily settlements

·         Fiserv Omaha Bank ID: Daily: BANKCARD-1428

o   This is for daily settlements

·         Fiserv Omaha Bank ID: Monthly: 4518088064

o   This is for monthly debits/charges

·         Fiserv North Bank ID: WH92126793

o   This is for monthly debits/credits

·         Fiserv North Bank ID: G592126793

o   This is for monthly debits/credits

·         Fiserv North Bank ID: Monthly: WH92126793

o   This is for monthly debits/charges

·         Bluefin Gateway (PayConex): 2208912641

o   This is required for your bank to communicate with the processor

·         Ttech (eChecks): T562207579

o   This is required for ACH or eChecks

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating an issue affecting the Twilio IVR phone system.

• Start Time: 4/28/26 @ 8:24am CST

• Impact: Users may not be able to pay their bill through the IVR system

• Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

CUSI is continuing to actively investigate this issue, and all available resources are engaged in working toward a resolution. At this time, we do not yet have an estimated time for resolution.

Customers who need to make a payment in the meantime are encouraged to use alternative payment methods.

We will provide another update as soon as more information becomes available.

We appreciate your patience as we work to resolve this issue.

CUSI is continuing to actively investigate this issue, and all available resources are engaged in working toward a resolution. At this time, we do not yet have an estimated time for resolution.

Customers who need to make a payment in the meantime are encouraged to use alternative payment methods.

We will provide another update as soon as more information becomes available.

We appreciate your patience as we work to resolve this issue.

CUSI is continuing to work diligently on resolving the issue affecting the Twilio IVR phone system, with all hands on deck dedicated to finding a resolution. We do not yet have an estimated time for resolution, but please know this remains our highest priority.

Please note that this issue is impacting only a small subset of customers. If you are not experiencing any difficulty with the IVR payment system, no action is needed on your part.

In the meantime, customers who need to make a payment are encouraged to use alternative payment methods.

We sincerely apologize for the inconvenience this has caused and are deeply grateful for your continued patience and understanding. We will provide another update as soon as more information becomes available.

CUSI is announcing that a resolution has been successfully deployed to address the IVR issues some customers have been experiencing. Our technical team has made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed

• Monitoring: CUSI is closely monitoring the performance and functionality to ensure that the issue has been fully resolved.

Actions Taken:

• The technical team has identified and addressed the cause of the disruption.

• Mitigation measures have been put in place to prevent recurrence.

• Continuous monitoring is being conducted to track performance and detect any anomalies.

Next Steps:

• Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.

• Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.

• Updates: CUSI will provide regular updates on the status and any further actions required.

CUSI is announcing that the tasks executed related to the IVR issues have successfully addressed the issues as of 3:42pm CST.

Details of the Issue:

• Issue Start Time: 4/28/26 @ 8:24am CST

• Duration: 2 days 7 hours

• Affected Services:

  • IVR Payment Systems

CUSI identified the problem and worked diligently to restore service.

Resolution Steps:

• Diagnosis: CUSI diagnosed the issue as quickly as possible,

• Action Taken: CUSI implemented actions to resolve the issue:

• Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

• CUSI will continue to monitor the services closely to ensure stability.

• If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

CUSI has been made aware of a processor-level MasterCard Interchange adjustment that may have impacted your Bluefin merchant account. Fiserv has issued credits to a subset of clients. If you notice a small deposit/adjustment on your bank account on 3/27/26, it is related to this Interchange adjustment.

Please see below notification from Fiserv:

Overview: Mastercard has identified an internal issue that caused a subset of clients and merchants to be assessed improper interchange rates for specific Mastercard Interchange Programs from January 2024 through March 2025.

Be Informed: Mastercard has identified the transactions that had incorrect interchange rates applied and performed an interchange rebalance to pass the adjusted interchange cost differences. As a result, Fiserv will complete adjustments as outlined below:
•The Credit/Debit as applicable, will be processed by March 2026 Monthend.
•The memo on the account will indicate “MC Interchange Rebalance”.

Any questions can be directed to our technical support staff at techsupport@cusi.com. 

Maintenance Notification:

From 5am-9am CST on January 12 for CENTRAL time zones and on January 13 for EAST/WEST time zones, CUSI will perform scheduled maintenance to enhance our systems' performance and reliability. During this time, the following services may be unavailable or experience intermittent issues:

• CWP: Users may briefly be unable to log in and Quick Pay may be inaccessible.

Maintenance Objectives:

• Performance Improvements: Improve stability of the CWP platform

What to Expect:

• Expected Downtime: Minimal

Contact Information:

If you have any questions or concerns, don't hesitate to contact our support team at techsupport@cusi.com.

 CUSI appreciates your patience and understanding throughout the maintenance process.

CUSI performed scheduled maintenance on:

CUSI has been made aware that some Bluefin batches intended to settle on December 23rd were delayed. You may notice your batches for December 23rd were not settled until December 26th.

What Happened:
On Tuesday, December 23rd, Fiserv (the processor behind the Bluefin gateway) had multiple batches fail to settle. While most batches settled as expected, a subset of batches did not.

As of this time, this has been resolved and deposits have been made, as expected. You may notice more than one notification for settlements on December 26th. This is due to the batch from December 23rd having to be sent back through for processing on December 26th.

Status: Investigating

If you are having trouble reconciling payments during this time frame, please use the 8:20pm Central Time to reconcile payments in the Gateway Reconciliation Tool. This would be effective 12/26 until further notice.

Next Update:
CUSI will provide additional information as soon as it becomes available.

Monitoring:  Bluefin has implemented a resolution.  Impacted customers have been restored to the original 11:20 PM Central Time schedule.

For reconciling payments in the gateway reconciliation tool for the past week, please use the following times (converted to your specific time zone):
12/25 at 11:20pm CT - 12/26 at 8:20pm CT
12/26 at 8:20pm CT - 12/27 at 8:20pm CT
12/27 at 8:20pm CT - 12/28 at 8:20pm CT
12/28 at 8:20pm CT - 12/29 at 8:20pm CT
12/29 at 8:20pm CT - 12/30 at 11:20pm CTPayments are back to settling at the expected time of 11:20pm CT and should be batching as expected at this time.

Thank you for your patience while we work to fully resolve this issue.

Maintenance Notification:

CUSI will perform unscheduled maintenance at 2:00 PM CST to enhance our systems' performance and reliability. During this time, the following services may be unavailable or experience brief issues:

· Payment Services:  Electronic Payments May Fail to Process or Post

• Maintenance Objectives

  • Boost Performance : Tune systems and optimize configurations for faster processing.
  • Reduce Latency: Identify and fix bottlenecks in network and data flow.
  • Increase Speed: Streamline workflows and apply updates for quicker operations.

Contact Information:

If you have any questions or concerns, don't hesitate to contact our support team at techsupport@cusi.com.

CUSI appreciates your patience and understanding throughout the maintenance process.  We will continually communicate updates throughout this event. 

Now Monitoring

Status: Resolved

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating a payment processing latency issue.
Starting around 10:00 a.m. CST on 12/1/2025, it was reported that slow or stalled transactions were occurring across both the Customer Web Portal (CWP) and in-house payment systems.

• Customer Web Portal (CWP): Users are reporting that clicking the Pay button caused the page to spin indefinitely and eventually time out.
• In-house Payments: Users are experiencing delays with the Hosted Payment Form (HPF), including slow loading and significant lag when entering credit card details—characters appeared only after a noticeable delay.

• Start Time: 12/1/2025 around 10:00am CST

• Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

Resolved: Payment Processing Latency Issue

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating an issue affecting CWP.

• Start Time: 9/22/2025 at 8:51am CST

• Impact: Users may be unable to log into CWP

• Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

CUSI is still experiencing errors with the CWP application. Our technical team is actively investigating the issue and working diligently to resolve it as quickly as possible.

CUSI understands the impact this may have on your work and appreciate your patience during this time and will continue to provide updates as more information becomes available.

Thank you for your understanding and support.

CUSI is announcing that a resolution is now being deployed across CWP instances to address the application error. Our technical team is making made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: A configuration change in Azure has been applied to CWP

• Monitoring: CUSI is closely monitoring the performance and functionality to ensure that the issue has been fully resolved.

Actions Taken:

• The technical team has identified and is addressing the cause of the disruption.

• Mitigation measures have been put in place to prevent recurrence.

• Continuous monitoring is being conducted to track performance and detect any anomalies.

Next Steps:

• Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.

• Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.

• Updates: CUSI will provide regular updates on the status and any further actions required.

CUSI is announcing that the tasks executed related to the CWP application error have successfully addressed the issues as of 2:47 pm CST.

Details of the Issue:

• Issue Start Time: 9/22/2025 at 8:51am CST

• Duration: 5 hours 56 minutes

• Affected Services:

  • CWP

Resolution Steps:

• Diagnosis: CUSI quickly diagnosed and identified an issue with the Azure configuration.

• Action Taken: CUSI implemented the following actions to resolve the issue:

  • CUSI deleted the Azure CWP configuration and let it repopulate.

• Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

• CUSI will continue to monitor the services closely to ensure stability.

• If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating an issue affecting electronic payment posting.

• Start Time: 9/15/2025 at 11:25am CST

• Impact: Electronic Payments are failing to post back to the billing system

• Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

CUSI is announcing that a resolution has been successfully deployed to address electronic payment processing. Our technical team has made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: The CUSI relay server is now successfully registering payments and returning accurate status updates. Postback responses are being delivered correctly, and the payment relay server has resumed normal operation. Users should no longer experience delays or issues processing payments.

• Monitoring: CUSI is closely monitoring the performance and functionality to ensure that the issue has been fully resolved.

Actions Taken:

• The technical team has identified and addressed the cause of the disruption.

• Mitigation measures have been put in place to prevent recurrence.

• Continuous monitoring is being conducted to track performance and detect any anomalies.

Next Steps:

• Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.

• Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.

• Updates: CUSI will provide regular updates on the status and any further actions required.

CUSI is announcing that the tasks executed related to electronic payment processing have successfully addressed the issues as of 1:51pm CST.

Details of the Issue:

• Issue Start Time: 9/15/25 at 11:34am CST

• Duration: 2 hours 17 minutes

• Affected Services:

  • CUSI Relay Server

What Happened:

The issue was caused by a processing delay in the relay server, which temporarily impacted the registration of payments and delivery of postback responses. The server has now recovered, and payment processing has resumed normal operation.

Resolution Steps:

• Diagnosis: CUSI quickly diagnosed the issue, identifying the issue with CUSI's relay server.

• Action Taken: CUSI implemented the following actions to resolve the issue:

  • CUSI has confirmed that all critical services—including payment processing, relay server operations, and security protocols—are functioning at optimal levels.

• Verification: After confirming the resolution, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

• CUSI will continue to monitor the services closely to ensure stability.

• If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.