Sage Payment Solutions, Inc

[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. I'm not happy with the resolution, if *** had said I needed *** signature I would have gotten it and the terminal was a special offer from Sage and yes it was billed and *** said it would be credited back to my account. Sage rep's have no follow through with promises and I believe may not be educated on specials and how they work, I certainly was mislead I'm only happy that this is cancelled
Regards,
*** ***

The following response was sent to *** *** from *** *** *** *** ***.
Hello
and Happy Friday ***,
class="MsoNormal">
Thank
you very much for providing me with the attachment and screenshotI have
investigated carefully the detailsIt appears that the account representative
at the time failed to provide the cancellation request for account ***,
*** *** FoundationFor that reason, a $refund has been submitted
Please expect to receive funding within 2-business days to the account number
we debited the funds from
Also
reviewing our records, monthly fees from December through January
were refunded on 2/10/in the amount of $Please let me know if you
have any questionsOur sincere apologies to you, *** *** ***, and *** *** Foundation for the inconvenience
Sincerely,

Dear ***,Thank you for your recent feedbackSage is committed to providing a great customer experienceWe are sorry to hear you had an unpleasant experience with one of our representatves. Per our conversation today, we have closed your account and waived the early termination fee, as
well as refunding the annual PCI DSS Fee of $You stated you will be faxing over your bank statement showing the overdraft feeOnce we receive this we will be glad to review and process a refund of this feeWe apologize for any inconvenience you experiencedIf we can be of further assistance, please contact usWe wish you continued success in your businessSincerely, Sage Payment Solutions

RE: Case#***
To Who It May
Concern,
Please
accept this correspondence in response to the case referenced above regarding
the complaint filed by MrJames Wiggins of *** Labortories, Inc(Educational
Science)
*** *** alleges in this complaint several items
such as Unjustified Debits, never receiving merchant statements, Deceptive
Trade Practices, Breach of Contract, Bank Fraud, Wire Fraud, Mail Fraud, Racketeering,
conspiracy, and Embezzlement)SPS is acting entirely within its rights set
forth in the terms of the Merchant Agreement signed by *** ***
*** *** alleges in this complaint that he was not
receiving monthly statements and that SPS was debiting the monthly fees However, a monthly statement was mailed during
months they were processing and statements are available via the internet
through our reporting website at www.myvirtualreports.com
Monthly PCI Non Compliance fees was assessed in June
after a statement announcement informing about PCI DSS requirementsSPS agreed
to refund the PCI Non Compliance fees as a courtesy on March 17, when we
were notified that *** *** was unhappy about the fees and had completed
their PCI CertificationThe refund amount was for $which corresponded
to twelve months of noncompliance feesSPS offered to continue to work with
*** *** on PCI Non Compliance refunds if he provided proof of becoming PCI
Compliant prior to March
On May 7, 2015, SPS was notified to cancel the
merchant account per the request of *** ***Due to breach of contract, a
$early termination fee was assessed
Below is a list of the last months of fees paid by
*** ***During the current month of May 2015, we have processed debits of
$for early termination fee and the monthly fees for April in the
amount of $19.47.
Year
Month
Fees Paid
April
$
March
$
February
$
January
$
December
$
November
$
October
$
September
$
August
$
July
$
June
$
May
$
April
$
March
$
February
$
January
$
December
$
November
$
January
$
Grand total
$5,
SPS has denied *** *** request for a refund as described above
and we anticipate that his concerns have now
been met upon receipt of this letterPlease feel free to contact me with
questions and concerns, Toll-free ###-###-####
Sincerely,
W*** Al***
Supervisor, Financial Support

[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: Sage Payment Solutions response is a canned denial to doing business. Their response is because the contract only has my signature is not factual. In order to be a binding contract they would require the other party to also sign the contract. As this is done by fax, We have no way of knowing what *** *** did do or didn't do as an authorized seller of Sage Payment Solutions to make this a legal binding contract. Based on Sage Payment Solutions response, the original contract was incomplete, and therefore they had no legal rights to draft $from our accountI am still demanding my full $
Regards,
*** ***

Dear *** ***,
Roman">
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

*** ***
Thank you for your time todayPer our discussion, we will be refunding the $termination fee as a courtesy to youWe are disappointed to hear that you cancelled your account, but wish you continued successIf we can be of further assistance, please let us
know.Sincerely,
Sage Payment Solutions

minor-bidi">Dear **. ***
Thank you for your recent inquiry regarding your merchant accountWe are disappointed to hear that you want to cancel your accountWe understand your frustration and concernOur terms and conditions include the contract details as well as the early terminal feeIf you would like a copy of your Ts and Cs, please contact usWe would be happy to provide you with a copy as well as answering any questions you may have about the terms of your contractIf you decide to cancel your account, the $early termination fee would apply
Sage is committed to providing great products and processing solutions for our merchantsWe would be interested in learning what we can do to retain you as a valued customerPlease contact us so we can best meet your needs
Regards,
Sage Payment Solutions

Dear ***;
Thank you for your feedbackWe apologize for any inconvenience that you have experiencedIt is unfortunate that the sales person did not fully cover the terms and conditions of your contract including the renewal termsWe understand your concern, however, it is each merchants responsibility to review the terms included and address any questions at that timeThe $early termination fee was charged to your account because the account was closed prior to the end of your contractIf you would like to reopen your merchant account, we will refund the $early termination feePlease contact us if you would like to reopen your account
If there is anything additional that Sage can to assist your business, please don't hesitate to contact usWe wish you continued success with your business
Sincerely,
Sage Payment Solutions

Hi ***,
We have spoken with *** *** regarding his credit card processing accountHe signed a year agreement in December The early termination fee is $750, however, we are willing to reduce his termination fee to $and close the accountPlease let us know if there is anything more we can do to assist
Thanks

Dear [redacted],
"Calibri","sans-serif"">Thank you for your recent feedbackSage is committed to providing a great customer experienceWe are sorry to hear you had an unpleasant experience with one of our representatves. Per our conversation today, we have closed your account and waived the early termination fee, as well as refunding the annual PCI DSS Fee of $You stated you will be faxing over your bank statement showing the overdraft feeOnce we receive this we will be glad to review and process a refund of this feeWe apologize for any inconvenience you experiencedIf we can be of further assistance, please contact usWe wish you continued success in your business
Sincerely,
Sage Payment Solutions

Dear [redacted],
">
Thank you for your recent inquiry regarding your merchant account with SageWe are disappointed to hear that you want to cancel your accountsWe have completed review of your accountWe have two active merchant accounts(XXXX[redacted] and XXXX9[redacted])You were billed $for each account for the month of FebruaryWe processed a one time courtesy refund of $for each of those accounts in MarchToday (4/22/2014) we submitted a second refund in the amount of $for account XXXX[redacted] as a courtesy to you since the account was not active
We apologize your merchant accounts were not previously closed, as you expectedOur policy requires that we receive written cancellation request signed by [redacted] as required by the merchant agreement signedWe also confirmed that your merchant accounts are on a month to month agreement and no termination fee would be applied to your accountWe have closed both accounts
Also you inquired about the $terminal fee billed to you for the terminal on merchant account XXXX[redacted]I have attached the signed contract in which this fee is detailed and [redacted] signed acknowledging thisYour account was eligible for a possible rebate once you had processed transactions for three monthsHowever, since you have requested accounts to be closed this offer is voidYou may still return the terminal back to us and a partial refund may be issued, but there are restocking fees associated with this
At this time we have concluded research and are disappointed to see that you cancelled your accountsWe 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

April 17, 2015
[redacted]...

[redacted]                                   ...⇄ /> [redacted]       [redacted] [redacted]                      
To Whom It May Concern,
Please
accept this correspondence in response to the case referenced above regarding the
complaint filed by [redacted]. As background, Sage Payment Solutions EFT, Inc.
(“SPS EFT”) is a provider of Gift and Loyalty Card services. SPS EFT provides
technology and services for merchants for their consumer gift card purchases,
as well as gift card printing.
The
relationship between [redacted] and SPS EFT is governed by the attached Gift
& Loyalty Card Program Merchant Agreement dated
February 3, 2014 (“Merchant Agreement”) signed by [redacted] through an
Independent Sales Organization (ISO), One Source Business Connections -
Pivotal (“Pivotal”.) An ISO is a separate and
distinctly different corporate entity to SPS EFT whose affiliation is as a
reseller of the services provided by SPS EFT. The
agreement was forwarded to SPS EFT by Pivotal on 2/9/2015 and [redacted] was activated for services on 2/20/2014.
SPS EFT was advised from the ISO before the setup that [redacted] had a
terminal, which we are not compatible with and that [redacted] initially
requested to setup with one physical terminal and a virtual terminal.
[redacted] alleges in this complaint that SPS
EFT is debiting for
services and equipment in error. SPS EFT maintains that
SPS EFT is acting entirely within its rights set forth in the terms of the
Merchant Agreement signed by [redacted]. SPS EFT did not receive contact
from [redacted] from May 2014 through January 2015, but when [redacted] did
initiate contact that SPS EFT refunded and / or waive fees when appropriate.
[redacted] stated in this complaint that they already had gift cards
and needed the scanning bar (magnetic stripe) on back to use with their [redacted] processing machines. In March 2014 SPS EFT received 294 cards from [redacted]
for physical conversion from their previous provider. The cards did not have a
magnetic stripe on back, which was noted on merchant application. SPS EFT
blacked out the existing numbers on the cards and printed the cards with SPS
EFT assigned card numbers at no cost (normally approximately $0.30 per card.) After
converting the cards to our service the cards were mailed back to [redacted].
The cards could be used without the magnetic stripe by manually keying the card
number through a virtual terminal used on a computer. 
[redacted] alleges in this complaint that he
was not receiving monthly statements and that SPS EFT was debiting without listing
the SPS EFT name on [redacted]’s monthly statements. However, a monthly
statement was mailed during months they were processing and statements are available
via the internet through our reporting website at [redacted] . Upon activation, a letter welcoming [redacted] to the service was mailed to [redacted]. The
letter was to notify of SPS EFT’s online reporting service, their access to the
online gift card reporting website,
and the fees would be demonstrated on their bank statements as
[redacted]. Please see the attached reproduction.
Monthly
fees began in February 2014 and were sent at the beginning of the following
month. SPS EFT agreed to waive the monthly fees for March 2014 when we were notified
that the merchant was unhappy that the fees started before receiving the cards.
Monthly fees resumed in April 2014. Please see the notes from phone and email contact
with the merchant below:
                      
·        
1/29/2015
- [redacted] requested information about monthly statements. SPS EFT gave
information to Mrs. [redacted] after receiving approval from Mr. [redacted] over the
phone. SPS EFT provided the login and directions to the monthly statement
available in online reporting website.
·        
2/13/2015
- Copies of statements were email to [redacted]
[redacted] stated
in the claim that [redacted] should pay for the cards that were issued through a
service called [redacted], In fact, [redacted] is the vender contracted with SPS
EFT for gift card transactions and all billing for transactions is completed by
SPS EFT. He claims that he was told that the cost would be $0.15 per
transaction, when in fact the face of the agreement shows more information. The Merchant Agreement documents the fees associated with
the service. Please point your attention to the section entitled
“Merchant Acceptance” on the front of the agreement which provided [redacted]’s
agreement to the information on the application and the terms in the Merchant
Rights and Responsibilities. Please point your attention to section II and IX
under the Merchant Rights and Responsibilities that explains monthly fees,
annual fees, termination fee, and termination requirements. Monthly and annual fees are applicable as long as a merchant’s service
is active, which is until such time that a written request for termination
and/or cancellation is received regardless of use of the service. At which time
the termination fee is charged.
Mr.
[redacted] claims that the amounts of monthly debits were not consistent and that
[redacted] didn't use the service. The inconsistency in monthly debit amounts is
based on the number of gift card transactions issued and / or redeemed each
month. [redacted] did use the service by issuing and / or redeeming the balance
of a gift cards from May through August 2014 by keying in the card purchase on
a computer through a virtual terminal environment.
Mr.
[redacted] requested a refund of the $199.00 termination fee, a $75.00 annual fee,
and the monthly fees claiming that the monthly charge was for a terminal fee
that [redacted] did not have access to. The termination fee is applicable
as [redacted] signed up for service, used that service, and requested a
termination. The annual fee was $59.95 and not $75.00 as evidenced in the
attached list of fees. Please see the notes from phone calls and email contact
with the merchant below when they disputed these fees:
·        
2/16/2015
- [redacted] disputed monthly fees. Research found that [redacted] had previously
requested to remove the physical terminal from account, but SPS EFT
inadvertently failed to remove the terminal. [redacted] had been charged
terminal fees at $1.50 for ten months and $5.00 per month for a terminal
inactivity fee for three months. [redacted] was refunded the erroneous terminal
fees in February 2015 for $25.00 and in March 2015 for $5.00.
·        
3/11/2015
– [redacted] inquired about monthly fees, annual fees, and requested instruction
on how to proceed with getting magnetic stripe on gift cards because [redacted]
did not want to process cards through manual entry into terminal. [redacted]
wanted to know the cost to add magnetic stripes. Discussions and emails were
sent the ISO representative providing the requested information. The ISO
requested that the annual fee for $59.95 be waived in 2015, SPS EFT add the
magnetic stripes for no cost, SPS EFT lower the monthly service fee to $5.00,
and waive the monthly network compliance fees of $2.00.
o   
We
gave the following options for the merchant
§  SPS EFT
could add a magnetic stripe if [redacted] would send the existing cards and pay
the cost for $0.41 per card at 300 cards.
§  [redacted]
could order new gift cards from SPS EFT and discard the converted ones cards
without a magnetic stripe.
o   
Informed ISO
§  SPS EFT
already refunded [redacted] for erroneous fees and waived the $5.00 inactivity
fee moving forward.
§  SPS EFT declined refund as [redacted] agreed to fees when the application was
signed and [redacted] was able to use the program, although they chose not to.
o   
Offered was extended to provide [redacted] a copy of their contract
showing current fees.
        Mr. [redacted] stated in the claim that they
had difficulty when they tried to redeem the gift cards. This statement
illustrates that he was aware that gift cards had been issued and therefore,
the service was used. He further claims that the website does not give the
owner of the card a balance and that the card holders have no access to the
card info. These issues were never previously discussed with to SPS EFT during
conversations with the merchant and/or ISO. However, SPS
EFT provides the ability to check card balances in the following ways for cards
ordered directly from SPS EFT or cards converted from a different provider.
·        
Public website [redacted]
·        
Our automated system via phone number ###-###-####
In summary,
SPS EFT has denied [redacted]’s request for a refund as described above and
we anticipate that his concerns have now been
met upon receipt of this letter. Please feel free to contact me with questions
and concerns, Toll-free at ###-###-####.
                                        ...⇄
Sincerely,
                                        ...⇄
Bobbi W[redacted]
Senior Compliance Specialist

[redacted]We confirmed that your terms and conditions
were included in the welcome kit which was sent to you via [redacted] on
April 3, 2012. We would like to bring this issue to a final resolution. As a one
time courtesy we are going to credit your account $475. You will receive this
credit with 10-14 days. We wish you continued success with your business. If we
can be of further assistance, please contact us.
Sincerely,Sage Payment Solutions

Thank you for your response. You are correct, your
account was closed in May 18,2015.
We understand that this transaction included a typo and
the amount processed was incorrect. What needed to be done to avoid this issue,
 avoid of the transactions before batching out would had to be done. While
we understand your concern, there are costs associated all transactions. We are
attaching a copy of our terms and conditions that include specific information
relating to your costs and fees. We are not able to credit the processing fees,
however, we were able to waive your early termination fee as a courtesy.
If there is anything we can to assist you in the future,
please let us know.
Sincerely
Sage Payment Solutions

class="MsoNormal">Dear [redacted];
Thank you for your recent
inquiry. We have reviewed your account. Ticket # [redacted] was regarding PCI
compliance and included your refund request. We confirmed you completed the PCI
certification requirements and the refund of $35.00 was issued to you, and the
ticket was closed. We value our merchants and ensure we do not close an issue
until we are certain it has been resolved.
We would also like to
address you concerns regarding the annual fee. The fee is an annual fee, and is
applied to your November statement each year. We confirmed that we received a
call regarding this fee in December 2012. At that time, the fee was explained
and we issued a one-time courtesy.
While researching your
account, we also confirmed that our Customer Loyalty department worked with you
to reduce your fees in December 2013. We have a signed agreement including your
reduced rates and the extension of your processing contract through December
2016.
We are disappointed to hear
that you want to cancel your account. Sage Payments is committed to working
with our merchants to help find a solution that best meets their needs. We
would like to retain your business. Please give us a call and we would be happy
to discuss how we best collaborate to meet the needs of your business.
Unfortunately, should you decide to cancel your account prior to the end of
your agreement, the early termination fee will apply.
Sincerely,
Sage Payment Solutions
Dear [redacted];
Thank you for your recent
inquiry. We have reviewed your account. Ticket # [redacted] was regarding PCI
compliance and included your refund request. We confirmed you completed the PCI
certification requirements and the refund of $35.00 was issued to you, and the
ticket was closed. We value our merchants and ensure we do not close an issue
until we are certain it has been resolved.
We would also like to
address you concerns regarding the annual fee. The fee is an annual fee, and is
applied to your November statement each year. We confirmed that we received a
call regarding this fee in December 2012. At that time, the fee was explained
and we issued a one-time courtesy.
While researching your
account, we also confirmed that our Customer Loyalty department worked with you
to reduce your fees in December 2013. We have a signed agreement including your
reduced rates and the extension of your processing contract through December
2016.
We are disappointed to hear
that you want to cancel your account. Sage Payments is committed to working
with our merchants to help find a solution that best meets their needs. We
would like to retain your business. Please give us a call and we would be happy
to discuss how we best collaborate to meet the needs of your business.
Unfortunately, should you decide to cancel your account prior to the end of
your agreement, the early termination fee will apply.
Sincerely,
Sage Payment Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1.  Sage Payment Solutions sales rep. [redacted] set up merchant account in 1999 with Sage Payment Solutions which resulted in unauthorized monthly debits of  ( $99.00. $199, & $299) over  $12,000.00 which was ACH debited from my account under the descriptor Merchant FEES.  No merchant statement was provided since 1999 for the $12,000 in Merchant fees.  The agreement stated "no other fees" and was breached.   Sage refuses to contact  other merchants who have had accounts set up with there sales rep [redacted] to varify that  unauthorized merchant fees  have been charged.2.   The sales Rep [redacted] has confirmed that the merchant contract set up in 1999,  does not call for a $195.00 cancellation fee after 15 years.   3.   There has been a material breach of the original 1999 merchant contract which outlined exact fee structures.    As per article 4.01  of the merchant contract, there has been a material breach of this merchant contract in that fees of over $12,000.00 have been chargers since 1999 and junk fees for in house PCI  non -compliant fee policies were charges when I have proven to Sage that we have always been PCI compliant and have sent in proof.   Because of this breach of contract, my company has paid up to 80% on credit card charges.  4.  Demanding a reimbursement for the $195 cancellation fee.5.   Demanding that Sage Pay back all  PCI  non-compliant fees charged to date.6.  Demand that Sage pay back all of the $12,000 in unauthorized merchant fees that my company holds Sage responsible for.If our demand are not met we plan to file suit against Sage Payment Solutions.
Regards,
[redacted] CEO[redacted], Inc.

Dear [redacted],Thank you for your recent inquiry regarding fees to your account. We are disappointed that you cancelled your account with us. We 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 $155.90. Our records do indicate you inquired about closure to your account prior to 6/26/2014. At that time you were referred to our partner [redacted] management as this is the office who boarded your account with Sage. [redacted] would have handled your cancellation directly. In addition there is a merchant agreement signed on 12/12/2011 this agreement is for a term of three years which means account closure prior to 12/12/2014 would result in an early termination fee at time of closure.On 6/26/2014 when your account was closed an early termination fee of $150.00 was due. We were unable to collect this fee due to your bank rejecting the charge. Currently there is a balance due for the early termination fee. We have reviewed your account and at this time have also waived this balance as a courtesy. Your 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 [redacted] management directly at ###-###-####. You may reference merchant ID [redacted].We wish you continued success in your business.Sincerely,Sage Payment Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Sage Payment Solutions response is a canned denial to doing business.  Their response is because the contract only has my signature is not factual.  In order to be a binding contract they would require the other party to also sign the contract.  As this is done by fax,  We have no way of knowing what [redacted] did do or didn't do as an authorized seller of Sage Payment Solutions to make this a legal binding contract.   Based on Sage Payment Solutions response, the original contract was incomplete, and therefore they had no legal rights to  draft $450 from our account. I am still demanding my full $450.00
Regards,
[redacted]

We spoke with [redacted] on August 17, 2016 regarding the balance on his account and came to an agreement. The balance on his account will now be $349. (reduced from $1099.00) Our Collections department will be in touch with [redacted] to establish a payment plan.   Thank you for choosing...

Sage. We wish you continued success with your business. If we can be of further assistance, please call us. Sincerely, Sage Payment Solutions Tell us why here...