Ascensus Document Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for your assistance in resolving this matter

Initial Business Response / [redacted] (1000, 13, 2016/02/17) */ Ascensus response: On 9/3/2015, Ascensus received a call from the client regarding a question on her invoice and about how to terminate the contract with us On 10/19/and 10/21/2015, Ascensus discussed with the client what steps were needed to correctly terminate the contract On 10/30/2015, Ascensus received the appropriate, signed paperwork to begin the termination processIt was agreed that we would waive the recently paid annual fee of $and apply $toward the termination/distribution fees (as outlined in the disclosure when the contract was originally signed) of $and then credit and send back a check in the amount of $ It is important to note that there are certain steps to be completed regarding the type of support we provide to clientsIf Ascensus does not receive proper instructions from the client and discontinue services appropriately, the client could face certain taxation issues from the IRS and other regulatory bodiesEach termination is reviewed and final paperwork is provided to client for review prior to officially terminating On 12/17/2015, final paperwork was sent to client for review On 12/24/2015, client contacted Ascensus to lodge a complaint regarding the final paperworkAscensus had delivered all required paperwork for client review; however, client sought a more detailed invoice than was provided On 12/28/2015, Ascensus processed the agreed-upon credit to the client's account and the appropriate refund On 1/19/2016, Ascensus contacted client to provide update on itemized invoice and refund check On 1/28/2016, Ascensus contacted the client to update her the check would be sent the following day On 2/4/2016, Ascensus provided a second copy of the itemized invoice to client via email At this point, Ascensus considered this account closed and settled Initial Consumer Rebuttal / [redacted] (2000, 15, 2016/02/18) */ Final Consumer Response / [redacted] (4200, 19, 2016/02/19) */ They have not sent requested correct accurate paperwork so I don't see this being resolved at all ***copied and pasted from email Final Business Response / [redacted] (4000, 24, 2016/03/01) */ Business contacted Ms [redacted] on 2/asking for specific information being soughtMs [redacted] responded she would reply the in the next weekAs of 2/29, we have received no response

After reviewing the facts on this incident, it was found that the process for receiving data to complete the services was substandard. Ascensus notified the client that we were resigning as the recordkeeper in September 2015. Ascensus will be refunding the $to the client and will
update them directly. The process will take to weeks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance in resolving this matter.

Initial Business Response /* (1000, 13, 2016/02/17) */
Ascensus response:
On 9/3/2015, Ascensus received a call from the client regarding a question on her invoice and about how to terminate the contract with us.
On 10/19/2015 and 10/21/2015, Ascensus discussed with the client what steps were...

needed to correctly terminate the contract.
On 10/30/2015, Ascensus received the appropriate, signed paperwork to begin the termination process. It was agreed that we would waive the recently paid annual fee of $250 and apply $200 toward the termination/distribution fees (as outlined in the disclosure when the contract was originally signed) of $200.00 and then credit and send back a check in the amount of $50.00.
It is important to note that there are certain steps to be completed regarding the type of support we provide to clients. If Ascensus does not receive proper instructions from the client and discontinue services appropriately, the client could face certain taxation issues from the IRS and other regulatory bodies. Each termination is reviewed and final paperwork is provided to client for review prior to officially terminating.
On 12/17/2015, final paperwork was sent to client for review.
On 12/24/2015, client contacted Ascensus to lodge a complaint regarding the final paperwork. Ascensus had delivered all required paperwork for client review; however, client sought a more detailed invoice than was provided.
On 12/28/2015, Ascensus processed the agreed-upon credit to the client's account and the appropriate refund.
On 1/19/2016, Ascensus contacted client to provide update on itemized invoice and refund check.
On 1/28/2016, Ascensus contacted the client to update her the check would be sent the following day.
On 2/4/2016, Ascensus provided a second copy of the itemized invoice to client via email.
At this point, Ascensus considered this account closed and settled.
Initial Consumer Rebuttal /* (2000, 15, 2016/02/18) */
Final Consumer Response /* (4200, 19, 2016/02/19) */
They have not sent requested correct accurate paperwork so I don't see this being resolved at all.
[redacted]copied and pasted from email.
Final Business Response /* (4000, 24, 2016/03/01) */
Business contacted Ms. [redacted] on 2/22 asking for specific information being sought. Ms [redacted] responded she would reply the in the next week. As of 2/29, we have received no response.