Sage Payment Solutions, Inc

September 28, To Whom It May Concern,Please accept this correspondence in response to the complaint filed by *** *** *** of ** *** ***As background, Sage Payment Solutions EFT, Inc(“SPS EFT’) provides services for electronic verification and ACH conversion of
consumer checks received at a place of businessSPS EFT processes the consumer checks via the Automated Clearing House (“ACH”) network and offers a funding guarantee to ** *** ***The relationship is governed by the Point of Sale Conversion Merchant Agreement (“Merchant Agreement”) dated 8/29/that was signed by *** *** of ** *** ***The agreement was received through an Independent Sales Organization (“ISO”), *** *** ***An ISO is a separate corporate entity whose affiliation is a reseller of the services provided by SPS EFTThe ISO forwarded the merchant agreement to SPS EFT and ** *** *** was activated for services on 4/22/2013.*** *** claims that ** *** *** should not have been charged the cancellation fee of $because 1) monthly fees were charged when services were not used and 2) a notice of a term renewal was not sent.The section of the Merchant Agreement entitled “Merchant Acceptance" shows the signature with an agreement to the information on the application and the terms in the Merchant Rights and Responsibilities (“recitals”.) Please point your attention to section under the recitals that explains term and termination feeA merchant's service is active (regardless of use) until such time that a written request for termination and/or cancellation is receivedThe recitals do not define a scheduled term of serviceThe services are available for use, even if not used.The merchant is required to provide notice of cancellation days prior to the cancellationThe request for cancellation from ** *** *** was received on 9/17/Therefore, all monthly fees for ** *** *** are applicable until the written request for termination was received** *** *** was scheduled for immediate cancellation instead of after the days requirement as a courtesy.*** *** has requested a refund from SPS EFT of the termination fee of $SPS EFT does not believe a refund is applicable as described aboveSPS EFT anticipates that MsMeek’s concerns have now been met upon receipt of this letterPlease feel free to contact me with questions and concerns, Toll-free at ***.Sincerely
Sage Payment Solutions

Dear *** ***,Thank you for your recent feedbackWe are disappointed to hear that you cancelled your accountSage Payments values feedback from our customers and is committed to partnering with you to resolve your issueWe have reviewed your account and have confirmed that, at the request of your original sales office Discount payment services your merchant account closure was expedited and the $termination fee was billed to your accountSince your agreement was signed with Discount payment services they were the ones who submitted the request to close the account and bill the fee We would like to apologize on our business partner's behalf for the communication issueDue to the time you were with us we have approved and processed a refund for the $billed to your account. We wish your business continued successIf there is anything that we can do to assist you going forward, please don’t hesitate to contact us.Sincerely,Sage Payment Solutions

Dear ***
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Thank you for your recent inquiry regarding your merchant accountThe agreement referenced in your inquiry is not from Sage Payment SolutionsWe recommend that you contact *** *** *** *** Incto discuss any additional questions related to your contact agreement with them
We have completed a review of your account and are disappointed to see that you cancelled your accountWe would like to apologize for any inconvenience you may have experiencedAs a one-time courtesy, we have refunded $of the early termination feeWe wish you future success with your business and if there is anything that we can do to assist you, please contact us
Regards,
Sage Payment Solutions

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Although I believe that the business/sales practices of this representative should be looked into as I would not want someone of that character representing my business
Regards,
*** ***

Dear *** ***,">Thank you for your recent inquiry regarding fees to your accountWe are disappointed that you cancelled your account with usWe have reviewed your account and have an update for you
We have confirmed your account was closed on 6/26/2014, when the account was closed we also waived the balance owed due to bank rejects in the amount of $Our records do indicate you inquired about closure to your account prior to 6/26/At that time you were referred to our partner *** management as this is the office who boarded your account with Sage*** would have handled your cancellation directlyIn addition there is a merchant agreement signed on 12/12/this agreement is for a term of three years which means account closure prior to 12/12/would result in an early termination fee at time of closureOn 6/26/when your account was closed an early termination fee of $was dueWe were unable to collect this fee due to your bank rejecting the chargeCurrently there is a balance due for the early termination feeWe have reviewed your account and at this time have also waived this balance as a courtesyYour account is closed and you will not be billed further for this account
Should you have further questions regarding this account please contact our partner *** management directly at ###-###-####You may reference merchant ID ***We wish you continued success in your businessSincerely,
Sage Payment Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The original page contract terms signed in July were misrepresented by the sales person and presented in a fraudulent manner The terms agreed to had no mention of a year term contract & no annual fees In addition the salesperson only presented the customer with pages of the entire page page contract with a signature required on page making it appear as if their was only pages to the contract The second contract Sage is referring to is titled as an amendment to the original contract presented in December Given the first contract was misrepresented and fraudulent it is non bindingTherefore under contract law any amendment to the first contract is non-binding as well Sage continues to be unresponsive to any inquiries made by the applicant to resolve the issueIn addition the main sales office would not return his call to discuss his statementAlthough a verbal agreement had been reached by *** to continue service on a month to month basis, she never presented the applicant with the proper forms and has since made no contact with the applicantInstead a harassing call was made by the sales agent who claims to have no record of a compromise already agreed to by *** Instead Sage has closed the applicant account without any discussion or agreement and charged the applicant a $termination fee which is unacceptable Any search of the internet will provide further evidence this is a common tactic of Sage Payment Solutions
Regards,
*** ***

This is a horrible company which charges early termination fee I was never informed of the ETF when I asked to cancel my services I was told I would be charged $a month but after few months I started noticiing the charge was from anywhere $to $ This is why I canceled my service They do not work with the customer they directly send it to the collection agency Do not do business with this company

This company will tell you what you want to hearThen put in small print the opposite info and charge youThey will keep taking money out without giving you a call when you have not been doing business with them in yearsALL THEY CARE ABOUT IS MONEY(NO CUSTOMER SERVICE AT ALL
DON'T USE THIS COMPANY

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Complaint: ***
I am rejecting this response because:
Sage,
Frankly I find it pathetic Sage continues to try and handle this issue by email vs calling a customer. Unfortunately after a year and half Sage still does has not addressed the reasons I have called trying to rectify the original terms I agreed to with salesman *** ***Ironically Sage has called a partner of mine times in the last month trying to gain back his business after he cancelled with you for similar reasons.
Originally I was with *** and was referred to *** *** to discuss the Sage platform. I still have my notes from my conversation with *** and there was things I was looking for in a merchant processor as I left *** and shopped for a merchant processorNo contract, no monthly fees, no annual fees and a fixed/predictable rate on both domestic and international cards so I could estimate my cost basis. After lenghty discussion, all of these terms were agreed to verbally with *** ***The only fee that could potentially occur was the pci compliance fee which I could avoid by filing with *** on an annual basis.
At that time, one of my concerns I brought to the attention of *** was my business had become more international. At the time of negotiation I was offered either a domestic and international rate or a combined percentage rate which fell in the middle of the two prior percentages. We decided to see where the numbers fell over the months and see if switching to the combined rate would be a better deal. At this time we agreed verbally that there would be no monthly fees, no annual fees and no additional charges by **/*** if the customer was to use a rewards card/corporate card for exampleI said sounds good and he sent over some forms I need to sign to set it upWe went over the rates/forms but AT NO TIME was there any discussion of a contract term or annual fee. It was my understanding I was signing a form agreeing to the ratesWhen I called *** *** months later to try and switch to the flat rate for international/domestic cards my phone calls were left un-returned many times. I then called the regular number and was referred over to a rate review department in which they spit out an insignificant offer of a lower base rate but still no combined flat domestic/international rate. After numerous attempts to try and get someone to offer me the combined rate, I simply gave up and signed the lower base rate formAgain nothing was mentioned about being in a contract. In hindsight I see now its on the paper but what I was told by your rate review team is simply sign the forms, send them back and we will lower the rateNo one at any time in Sage's personal has ever brought up a "contract term" This business is simply too competitive, I would never knowingly enter a year contractAs to an annual fee, I find it absurd that you think you can just add on a $annual fee at any time and expect me to pay it without the option of discontinuing service. I certainly don't agree to terms with my client base and then throw on a $fee as they walk in the door and demand they use my serviceIn addition to this ongoing frustration I've experienced with Sage and their inability to return phone calls I recently went over my bill with a representative and some of the numbers were not adding up when you multiplied my charges against my "theoretical" rateThe gentleman would tell me my rate and I'd run the math on the calculator and come up with a different number. Also there was a "*** charge back" fee that occurred in various dollar amounts over the last months including one month with no charge at all in which the person was unable to explain to me what it was or why I was getting charged the various amountsOf course as usual they never looked into the issue and returned my call with the explanation as they said they wouldFrankly I'm exhausted with the poor service Sage has given me, their mystery billing and fraudulent bait and switch sales tactics. I'm only a small business person, but their are plenty of other choices out there and they can't be any worse then this. All I was looking for was the terms I discussed with the original salesperson. Loyalty? Appreciate my business? You must be kidding meI do not find your offer of terms acceptable whatsoever.
Sincerely,
*** ***
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:To fully resolve this issue, please credit back all of the non-compliance junk fees charged over the years All of the major credit card processors including *** *** do not charge these junk fees. Moreover, my company has proven beyond a shadow of a doubt that we have always been PCI compliant as per industry standards.
Regards,
*** ***
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Dear *** ***,
Thank you for your recent feedbackWe are disappointed to hear that you cancelled your accountSage Payments values feedback from our customers and is committed to partnering with you to resolve your issueWe have reviewed your account and have confirmed that, at the request of your original sales office Discount payment services your merchant account closure was expedited and the $termination fee was billed to your accountSince your agreement was signed with Discount payment services they were the ones who submitted the request to close the account and bill the fee We would like to apologize on our business partner's behalf for the communication issueDue to the time you were with us we have approved and processed a refund for the $billed to your account. We wish your business continued successIf there is anything that we can do to assist you going forward, please don’t hesitate to contact usSincerely,
Sage Payment Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The refund of $is not satisfactoryI have chosen to continue my complaint through other avenues
Regards,
*** ***

Dear ***,
Thank you for your recent inquiry regarding fees deducted from your bank accountSage Payments is committed to collaborating with our merchants to resolve their issueWe are reviewing your accountIn the meantime, can you please fax in your communication with your
sales agent to ###-###-####?
We are disappointed to hear that you would like to cancel your accountRetaining customers is extremely important to us at SageIs there anything that we can do to retain your business?
Sincerely,
Sage Payment Solutions

Dear *** ***,
Thank you for your recent feedbackWe are disappointed to
hear that you cancelled your accountSage Payments values feedback from our
customers and is committed to partnering with you to resolve your issueYour
initial agreement was signed through one of our
business partners *** *** at *** *** ***Due to the fact that this agreement was not
originally signed directly with Sage, we obtained approval to close your
account directly from *** *** and at their request billed the $
termination fee which per the merchant agreement on file applied to your
accountIn addition we reviewed the
amendment you submitted to us and unfortunately we cannot accept this due to
the fact that the only signature on this form is your ownA representative
from Albion would have also had to sign this agreement in order to validate
thisWe would like to apologize on our business
partner’s behalf if there was a communication issueWe do understand your
concerns as a courtesy to you we have approved and processed a onetime refund in
the amount of $Due to the terms described above you would
have to contact *** *** directly if you would need to discuss this
issue furtherWe wish your business
continued successIf there is anything that we can do to assist you going
forward, please don’t hesitate to contact us
Sincerely,
Sage Payment Solutions

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Wilman at Sage was very eager to correct this
Regards,
*** ***

Dear *** ***
Thank you
for your feedback regarding our cancellation policyOur terms and conditions
explain our termination policy and the auto renewal processSage is committed
to
providing an exceptional customer experience to our merchantsWe are always
open to feedback from our clientsWe have forwarded your feedback over to your
sales office for follow up as wellThank you for taking the time to share your
thoughts and concernsWe will share this information with the appropriate
departmentsIf there is anything that we can do to support you in the future,
please don’t hesitate to contact usSincerely,
Sage
Payment Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
From: *** *** Date: Mon, Aug 10, at 12:PMSubject: Re: ID # ***- Sage Payment Solutions, IncTo: "***@myRevdex.com.org" In reply to Sage Payment's reply, I would like to state that I closed my account in May, not JulyIt seems that every time I have communicated with someone at Sage, they come up with different information; i.e., different dates, different numbers, etcMakes me wonder what is really going on No consistency at all At the time I closed the account NOBODY AT ANY TIME FROM SAGE PAYMENT SOLUTIONS MENTIONED ANYTHING ABOUT A TERMINATION FEE OR THE WAIVING THEREOF!It seems INCREDIBLY, unreasonable for Sage Payments to take approximately $from my account for a sale that never took place!!; for them to say sorry, we know you made a keying error but we had access to your account, we took the money and we're not giving it back because, well, we don't really have a reason so we're going to say it's because you closed your account after this occurrence and we didn't charge you a termination fee.It would be advantageous to settle this amicably, without getting a lawyer involved. Sincerely,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:To fully resolve this issue, please credit back all of the non-compliance junk fees charged over the years All of the major credit card processors including *** *** do not charge these junk fees. Moreover, my company has proven beyond a shadow of a doubt that we have always been PCI compliant as per industry standards.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:As I had previously stated, the pages of terms and conditions were not given to me and as you can see from the copy they sent to you with the highlighted section there is no signature on any one of those eight pagesThe terms I had agreed to were the rates which they did postI was told initially a two year term, then years, I fulfilled that obligation then all of a sudden these auto renewal documents surfaceMy banker was also a witness to this and will verify what I have statedSo then they charge me $early termination which is totally bogus, considering it was past the years, secondly I am at my business everyday and have never recieved a phone call regarding thisThis is a hustle and I want my $back
This is why no businesses trust C.CMerchants
And no,I would never use nor advise any one else to use Sage
Sincerely,
*** ***
Regards,
*** ***

Dear *** ***,
Thank you for your inquiryPer our conversation, Sage will be closing your account and waiving the early termination feeWe are also processing a refund of $We wish you continued success with your business
Sincerely
Sage Payment Solutions