Sage Payment Solutions, Inc

[redacted]Thank you for your time today. Per our discussion, we will be refunding the $525 termination fee as a courtesy to you. We are disappointed to hear that you cancelled your account, but wish you continued success. If we can be of further assistance, please let us...

know.Sincerely,Sage Payment Solutions

minor-bidi;">Dear [redacted],
Thank you for your recent
inquiry. We are disappointed to hear that you cancelled your merchant account
with us. We have credited your account the $525 early termination fee as a
courtesy for your auto renewal. We also submitted a one time credit for the annual
compliance fee of $99.80. You should see this credit in your bank account
within about 14 business days. We apologize for any inconvenience or excessive
hold time that you may have experienced. We wish you continued success. Please
contact us if we can be of service in the future.
Sincerely
Sage Payment Solutions

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There are several things I would like to address. The merchant processing application they provided is from 2008 and for a different machine and different rates than I was currently using and being charged. I didn’t realize I would still be held accountable for this application. I was also informed recently by Tiffanie that the processor I was currently using is being phased out and I would not be able to use it any longer. Aren’t they breaking a contract in this respect? In regards to their letter: I had left a message to see about cancelling the credit card service on October 6.  I still had not heard from anyone on the 9th so I called again. I was eventually connected to Kelly.  When I asked her if there would be any fees involved she said she didn’t know and placed me on hold for quite a lengthy amount of time and then disconnected me.  I tried to call back and once again got the automated system.  Not wanting to leave yet another message and risk not getting a return call again I searched my records and found Jesse’s direct line, called him and explained what had happened.  He instructed me if I didn’t hear from Kelly in 10 minutes to call him back. I received an email from Kelly with the form attached and completed the form and emailed it back to Kelly explaining I had initiated the process on the 6th and felt the form should be dated accordingly.  In that email I asked questions again regarding if there is a fee to cancel, how long it would take to close the account, if I would get a portion of the annual fee back and if they would take the processor back.  She emailed back and only answered there would be a cancellation fee of $125.  I called her and asked why it is so high.  She said it is $25 per month for the remainder of the contract.  She said my contract was through February.  I asked her to please not send that form in as I would never have completed it had I been given this information before I completed it.  She said I had to give them written notice 90 days prior to the end of my contract in order to cancel.  I said I would do that instead of cancelling now.  I was transferred to Tiffany.  I again asked that the cancellation form not be sent in as I would wait to complete the contract and give the 90 days notice. Neither of them ever said the form had already been forwarded to Sage.  They even told me that I had to continue to process credit cards in my normal amounts or Sage would cancel for inactivity. I continued tor run credit cards until 10-17 when I was unable to process a transaction with the message “term id error”.  I left a message for Kelly as to what this meant. As I had not heard from Kelly still on 10-20 I called her again. She said the account had been cancelled per the form request.  I asked why it had been sent in as I had asked both Kelly and Tiffany NOT to send it in.  She really didn't have anything to say to that but said she would ask the company to reinstate the account .  I asked her to please call me as soon as she knew anything.  She called and left a message that they were approving a reinstatement but I had to provide a copy of my bank statement proving that they had charged me the cancellation fee.  I pointed out that it would be several weeks before I would have a statement from my bank and didn’t feel I should have to wait that long for a refund due to their error.  Kelly instructed me to have my bank write a letter stating the transaction had occurred. 10-27-14 I had Amy from my bank search for the $125 transaction from Sage.  Amy informed me it was $100 NOT Kelly.  I asked Amy to  fax them a letter with the required information.  10-28-14 I received an email from Kelly stating they had received the fax and the information had been forwarded to the processor and she would let me know when the account was reinstated. 10-29-14  I received an email from Kelly stating the request was denied.  I called and asked her what the reason was.  She said they refused as I was intending to close the account anyway.  I feel Discount Payment Services should refund this fee to me  as I again had asked two people NOT to submit that form.  She said the case had been reviewed by Marshall (the owner) and he denied it as well. I never said any such thing as “Unleashing the world of Hell upon them”  I merely said she left me with no choice but to file a complaint with the Revdex.com and that I would consider having my attorney be in touch as well. Why would neither Kelly nor Tiffany not have told me the form was already forwarded to Sage way back on October 9th or in any communication since then?  Why would she tell me I was approved for reinstatement and make me go through all the trouble of getting that letter if I wasn't approved?  Why would I have continued to process credit card transactions if I felt the account was closed already?  Why would I have been surprised when my transaction was denied?  Their response is full of inaccuracies!  This is from number 4 on the home page of their website: Discount Payment Services is a small business. What that means for you is that in place of an account number, we know your name and are familiar with your merchant needs. We are more interested in a long term business relationship with you and your company than in a quick sale. That commitment and personal accountability has allowed us to maintain our customer base and continue to steadily grow in the valley. We will always put your first and give you our best effort. They have failed miserably in my case.Regards,[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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:From: [redacted] <[redacted].net>Date: Mon, Aug 10, 2015 at 12:52 PMSubject: Re: ID # [redacted]- Sage Payment Solutions, IncTo: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>In reply to Sage Payment's reply, I would like to state that I closed my account in May, not July. It seems that every time I have communicated with someone at Sage, they come up with different information; i.e., different dates, different numbers, etc. Makes 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 $900. 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,[redacted]

[redacted], Thank you for your feedback. We understand your concern and will be crediting $425 to your account. You should see this credit within 10-14 business days. If we can be of further assistance, please 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

From this timeline there are several things that should be emphasized.
1. The contract which the merchant has is with Sage Payment Solutions. Discount Payment Services is not a party to that contract. As an independent sales office for Sage we facilitate such contracts but are clearly not...

a party to them. Any claim for compensation regarding the early termination fee should be made to Sage, not Discount Payment Services. 
2. Because the merchant was anxious to have the account closed, the process was expedited by our office which resulted in the termination paperwork being submitted to the processor within hours of the initial request. We are occasionally accused of not processing merchant requests fast enough. In this case a complaint is being lodged in essence because we completed our job timely. As of the submission to the processor, the account was closed and the provisions of the agreement between the merchant and Sage regarding early termination fees took effect. Neither Sage nor DPS was legally obligated to reinstate the account or provide any refund of the early termination fee.
3. Notwithstanding, Sage offered to reinstate the account upon submission of a bank statement showing the debit to the account. The merchant waited 8 days and then submitted a screen shot of the account which was not what was requested. A copy of the bank statement was requested. For obvious reasons when dealing with sensitive financial information, Sage is particular about the documentation provided as it concerns merchant's financial information and is often the subject of fraud. It is for that reason that the form was not accepted by Sage.
4. At the request of Sage to review the situation at this point, it was decided that the fee would not be waived if the intent was to merely have refunded a legitimate fee while all along intending to cancel the agreement. It is unfortunate that the merchant failed to follow the procedures required to avoid paying the early termination fee, however, that certainly does not require us, or Sage, to do anything which is not legally required. The merchant could have avoided any early termination fees had it followed the procedures outline in its merchant processing application.
5. While it may be true as the merchant states in the complaint that people in our office were instructed to not forward the form, this instruction came after the form had been sent to the merchant, signed and returned to our office by the merchant and submitted to Sage. This was not an error, nor was it negligence on the part of DPS or Sage. 
6. Additionally, although the merchant indicates that a statement from her bank was sent to our office this is incorrect. The screen shot showing part of an online banking summary was not what had been requested by Sage. 
I have attached a copy of the merchants original Merchant Processing Application which states on its face page" EARLY TERMINATION: If Company cancels this Agreement during the term of any agreed upon extension term, applicable early termination fees shall be due Sage" Additionally, the cancellation request states on its face that "Upon termination of this agreement by merchant, during the initial term or renewal, term, merchant shall pay to Sage Payment Solutions a termination fee equal to amount stated in merchant agreement terms and conditions." Both of these documents were signed by the merchant. One upon opening the account and one upon closing it. Please note that I have blacked out certain person and/or confidential material on the documents sent.

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. Sage is committed to providing a great customer experience.
We are sorry to hear you had an unpleasant experience with one of our
representatives.
 
We
have confirmed your merchant account was closed on 9/10/2014 with no termination
fee. At that time a refund in the amount of $67.50 for the month of August 2014
was submitted.
 
Our
records indicate on 6/9/2014 you called in to inquire about the reprogramming
of your terminal to begin processing. At that time you stated you were not
ready to perform a download and we provided you with our help desk telephone
number which you would need to call when you were ready to be walked through
the download. Our agents are available 24 hours a day to assist with this
process.
 
After
review an additional courtesy refund for June 2014 and July 2014 merchant fees
totaling $135.00 has been approved. We approved this based on your initial call
to us in June 2014 stating you were not able to process. Please allow 7-10
business days to receive this refund.
 
We
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

[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: As you cn see in the forms sent from Sage, the only contract signed is the one having the magnetic strips placed on our existing cards.  This was not done.  Nor were we given the info containing the company number.  As shown on the contract it states a terminal. then crossed out and [redacted] inserted.  No where is there a signature regarding the services monthly.  Just the install of magnetic scanning which was not done.  As you can also see from his notes, They credited my account because I was charged for a second Terminal.  The forms states $10 service fee.  Yet when they finally emailed the statements, they do not match the bank statements for withdrawal.  I have enclosed copies to verify.     Regards,[redacted]

Dear [redacted],
Thank you for your recent inquiry. It was a pleasure speaking with you earlier today. The supervisor of the Financial Support Department will be sending you an email confirmation with the details of your mutually agreed upon solution. We wish you continued success with your...

business. If we can be of further assistance, please contact us.Sincerely,
Sage Payment Solutions

The following response was sent to [redacted] from [redacted]. Hello
and Happy Friday [redacted],
Thank
you very much for providing me with the attachment and screenshot. I have
investigated carefully the details. It appears that the account representative
at...

the time failed to provide the cancellation request for account [redacted],
[redacted] Foundation. For that reason, a $150.00 refund has been submitted.
Please expect to receive funding within 2-5 business days to the account number
we debited the funds from.
Also
reviewing our records, monthly fees from December 2014 through January 2015
were refunded on 2/10/2015 in the amount of $25.00. Please let me know if you
have any questions. Our sincere apologies to you, [redacted], and [redacted] Foundation for the inconvenience.  
Sincerely,

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. Sage is committed to providing a great customer experience.
We are sorry to hear...

you had an unpleasant experience with one of our
representatives.
 
We
have confirmed your merchant account was closed on 9/10/2014 with no termination
fee. At that time a refund in the amount of $67.50 for the month of August 2014
was submitted.
 
Our
records indicate on 6/9/2014 you called in to inquire about the reprogramming
of your terminal to begin processing. At that time you stated you were not
ready to perform a download and we provided you with our help desk telephone
number which you would need to call when you were ready to be walked through
the download. Our agents are available 24 hours a day to assist with this
process.
 
After
review an additional courtesy refund for June 2014 and July 2014 merchant fees
totaling $135.00 has been approved. We approved this based on your initial call
to us in June 2014 stating you were not able to process. Please allow 7-10
business days to receive this refund.
 
We
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

[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:
The correct amount is not being refunded to my account.  Sage Payment solutions sent me an email stating that I would only be refunded $65 when $118 + was deducted from my acct please see below
 
 
 
To [redacted]


Today at 6:08 PM
 
 [redacted],
 
Unfortunately your accounting is off attached are the withdrawals made by Sage Payment Solutions starting from 12/2/13 to 2/3/14.  The February fees did go thru and were paid to Sage solutions, it was not until February 15th that the bank was contacted to deny any further deductions.  Please review and respond accordingly. 
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02/03/2014

Show additional information for activity type other payment -8.00BANKCARD DES:MERCH FEES ID: INDN:ARTISTIC...


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02/03/2014

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01/03/2014

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01/03/2014

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12/02/2013

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12/02/2013

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Thanks,
[redacted]
###-###-####
On Thursday, February 27, 2014 12:44 PM, Sage Payment Solutions <[email protected]> wrote:

Show message history
 



 

You have been copied on this message:
The following message is regarding Ticket [redacted]Your ticket has been closed. You may reply directly to this email to reopen your ticket if you require further assistance. Thank you for contacting Sage Support!
Dear [redacted],
 
Thank you for contacting Sage Payment Solutions.
 
This is a response to your concerns submitted to the Revdex.com. I would like to apologize for any inconvenience this has caused. We have reviewed your request and on 2/15/2014 your merchant accounts were closed with no fee upon receipt of your request along with text messages you sent to your sales representative. I did see that we billed you for two accounts from November 2013 through January 2013. However the January 2013 fees were rejected by your bank as not authorized. I have calculated the total billed to you on both accounts was $67.00, which is the $16.00 on one account and $51.00 on the second account. I did attempt to call to advise we have closed both accounts and a refund of $67.00 has been submitted. You will received this in about 7-10 business days. Should you have any questions please feel free to e-mail me at [redacted] or call at ###-###-####.
 
We sincerely appreciate your business! Our business hours are Monday – Friday 8:00am –
6:00pm EST.
 
Thank you for choosing Sage,
 
[redacted].
 

Merchant Financial SupportSage Payment SolutionsOffice: ###-###-#### | Fax: ###-###-####[email protected] |http://www.na.sage.com/sage-payment-solutions1750

[redacted] [redacted] [redacted]


Connect with us

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| Self Service Portal

The following people have also been notified: [redacted] Ticket Information:
Ticket #: [redacted]

Date Created: 2/27/2014 08:15 AM EST

Date Updated: 2/27/2014 01:44 PM EST
MID: [redacted]


DBA: [redacted] Photography - Mobile
Summary: Revdex.com Compliant- Contact merchant

Support Links

Sage Payments Support Portal (Login Required)







[redacted]
 
[redacted]###-###-####



Regards,
[redacted]

[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:The fact that a contract was signed three years ago and I honored the three years the automatic renewal is just a way to keep clients tied to Sage.
I have already been charged the $400 by Sage.  I would like a refund of my money that I feel they unfairly charge. 
Sage is a big company to lock small businesses in automatic renewal I would have never signed with them.
The salesperson I signed with only mentioned the 3 years funny how the automatic renewal was never discussed.
Instead of Sage working with the small business owners they take advantage and I will never forget this experience how Sage took our money.
Regards,
[redacted]

Review: This company auto-renews your contract for two years and fails to send you any notification of doing so and then charges you $500 to cancel your auto-renewed contract. I find this to be absolutely unethical behavior considering I used them to process hundreds of thousands of dollars worth of donations over the course of my initial 3-year contract. What a great way to treat your clients. I run a foundation and am sick that we have to pay this ridiculous cancellation fee instead of giving it to much more deserving charities.Desired Settlement: Not to be charged the $500 cancellation fee and for them to be required to alert people when they are auto-renewing their contracts.

Business

Response:

To whom it may concern

As we do understand it may be a challenge for customers to retain the contract and terms and conditions information provided to them during the signing process, so I wanted to provide a signed contract and a copy of the terms and conditions that was provided to **. [redacted] for her to review. I would also like to add that I listened to the phone call dated 5/22/13 with [redacted] had and our customer service rep [redacted] where she was advised of the fee and agreed to pay the amount of $500.

However we regret the dissatifaction of [redacted], but it is the responsibility of Sage to provide them with the necessary information before makeing a decision to cancel their accounts and that it is the responibility of our customers to ask any concerning questions in regards to the auto renewal process and the early termination fee calulations.

With best regards,

[redacted] on behalf of Sage Payments Solutions.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I am not disputing that the auto renewal was stated in the terms and conditions that I signed three years prior or that I was notified when I canceled my contract. I am filing a complaint because Sage does not inform customers of the auto-renewal before renewing a three-year-old contract for an additional two years. I believe this practice to be borderline unethical when they charge such an outrageous cancellation fee. WIth all of the other credit card processing options out there that practice much better customer service, I suggest they take a hard look at how they treat their customers as I will not recommend Sage's services to anyone.

Regards,

Business

Response:

To Whom It

May Concern:

Review: In May 2014 one of Sage Payment Solutions representatives (Carlos D[redacted]) came into my business and offered their services. After looking over my current processors percentages I decided to give Sage a try being as Carlos said they could save me money. I asked about early termination fees with my current processor and he stated that Sage would pay the ETF from [redacted] Bank. He said he would hand deliver a check to me for the amount of the ETF. He also stated that he would return to do all the set up on my credit card machine so that I wouldnt have the headache of doing it. I filled out the paperwork to get things started and he left. After a few weeks I hadn't heard back from Carlos and I received a statement in the mail from Sage where they had deducted $32.50 from my account for my first months processing. This included a fee of $25.00 for minimum processing and a $7.50 statement fee. I contacted Sage and they told me I need to contact Carlos. I called Carlos and he told me he would be by in a few days to get everything set up. A few days later he came in and said that he wasn't going to be able to set me up because his boss wouldn't approve paying my ETF like he had said. So he said he would be by in a few days with a cancellation form and apologized about what was going on. He finally returned July 14th 2014 and brought a cancellation form which I filled out and he supposedly turned in. (I have a copy of this form dated 7/14/2014). IN the meantime I had received a statement from Sage for June 2014 processing where the deducted $67.50 from my account. $25.00 for minimum processing, $7.50 statement fee and a $35.00 PSI non compliance fee. I never heard back from him and thought the account was cancelled until I received a statement for July 2014 for the same $67.50 charges. I contacted him and he assured me it had been take care of and that his manager would refund all the fees I was being charged as I had already filled out the termination letter and he turned it in. I had no word from him and received a statements for August and September 2014 both for $67.50. I finally had to find a number directly for Sage and contact them myself. They told me they had never received a cancellation notice and that I needed to contact Carlos. After threatening legal action they closed the account and told me they would put in a request for a refund. I received an email saying the account was closed the next day. A few days later I received $67.50 back in my account for one months fees. I don't feel that I should have been billed for any services being as they didn't hold up to their promises. And also I have a cancellation form dated from July. It is not my fault the representative or anyone else didnt do their job.Desired Settlement: I would like the payments refunded that were not at a total of $235.00.

May 2014 $32.50

June 2014 $67.50

July 2014 $67.50

August 2014 $67.50

Business

Response:

Dear

[redacted],

Review: I was first called in October 17th 2013, an advertisement offering the credit card system, I was interested because the agent [redacted] said this system works with our system and we would be able to run the card and it connect directly to our system and take the payment. Offer was no contract, 30 day manufacture on free terminal(s) (due to I had a mail advertisement for a free terminal(s), 60 day trial, free terminal replacement coverage for an extra $10.95 a month with 1 dozen rolls of paper a year. I wasn't able to work with [redacted] due to he was confrontational when I did talk with him and I have a heavy work load and just wasnt able to connect with him. I still wanted this and when I got another ad in the mail with an offer I decided to call in and try again.. this was January of this year 2014 this is when I got [redacted] he said he would give me what [redacted] had offered. I got all the paperwork together and by the 5th of February I sent the Merchant credit card processing agreement's in (we have two companies). The machine showed up the first week of March with a penny charge February 26th and three $30 fees and a $30.64 fee taken from our account (I was never told of these fee's), after a couple of calls I realized this system would be costly to run a line to our motum to I decided I didnt have to have that part and not knowing it was a seperate billing I got tech support [redacted] and another agent [redacted] to help me set it up without that part, never telling me I could get a card reader to do that. I found the credit card machine was taken from our account for $225 and I called [redacted] but got no answer so I called [redacted] I thought he may be able to help but its not his department (he did say he was sending me a card reader for free to use with one of our companies online but that was March 17th and I still havent recieved it) and although [redacted], [redacted] and [redacted] were very nice they were not able to help me settle anything. [redacted] continues to this day to give me to someone else that is when he answers the phone, he wont return my calls. I have tried to cancel and am told that I will have to pay a cancellation fee to do that or I would need to talk to [redacted] to get it cancelled without a fee and since he wont answer the phone or return my calls I cant do that. I want to cancel this, I havent recieved the deal I was offered and I dont believe we should pay any fees and we should get a full refund of the credit card machine.Desired Settlement: My desired outcome is for Sage to cancel the contracts with our companies with no fees and a full refund of the credit card machine.

Business

Response:

Dear [redacted],

Review: I signed up with Sage Payment Solutions in November of 2013 because I was assured it was better than my current credit card processor. I was told the percentage collected from my sales would also be lower than my current carrier and if not used would not be charged. One month after signing up and not using the product, I contacted my sales rep December 16, 2013 to have the accounts cancelled since I hadn't even opened the package to the mobile device. My sales rep said she would cancel the accounts. On December 2nd two withdrawals were made from my account and disguised as Merchant Fees with my business name attached to the fee. I contacted my bank to find out what the fees were for since it would not make any sense for me to charge myself for something. I hadn't noticed the charges until I received my bank statement. The bank informed me that it was charges from a credit card I had signed up for. I didn't sign up for any credit cards but did just sign up for the Sage accounts. I contacted my sales rep again on December 26, 2014 asking had the accounts been closed and was again told yes. On January 3rd, 2014 two more withdrawals were made. On Wednesday, January 8th, 2014 I contacted my rep and to ask had the accounts been cancelled because I was accruing fees for a product I was not using. The rep explains that they have been having "crazy problems" and I would be issued a credit by Friday. I did not receive said credit so I contacted the sales rep again on Monday January 13, 2014 inquiring about the problem and its resolution. Once again I was informed the accounts had been cancelled and she would give me the deducted funds personally until the credits were issued. February 2nd, 2014 two more withdrawals were made from my account. On February 6th at 5 pm I contacted the rep again stating that I was still getting charged and her response was she would contact her bosses. I contacted my bank again and requested they disallow any withdrawals or payments to the sage payment solutions which again were showing my business name as the merchant. The bank contacted Sage Payments to see if the disputed could be settled without additional action being taken. We spoke to a representative and were then told we needed to contact payment solutions dept and was transferred. We ( the bank rep and I ) were on hold for about 7 minutes. Another rep from the payment solutions dept., [redacted] answers and puts me on hold to do a little research. At this point I thank the bank rep for staying on the line and let him know that I could resume the conversation with [redacted] alone. [redacted] explains that there is no record of cancellation and because we are now 90 days pass the initial sign up date that I would be charged an $800 early termination fee. I explained to [redacted] the communications I had with the sales rep and was told it would be a my word against hers type of deal, which left me even more frustrated. I tell [redacted] that I have the communications of the sales rep and I via text message. [redacted] gives me a number to fax it to and tells me to contact her the following day to confirm receipt. I follow the instructions given to me by [redacted] and am met with disappointment again. When I call at the time specified I am met with an automated message stating customer service is closed. I leave a message and call another contact number and leave a message there also. A hour and a half later [redacted] contacts me and says the fax is illegible and suggested I send all of the correspondence via certified mail along with a cancellation form and a letter explaining the issue.Desired Settlement: I would like a refund of the charges, a written confirmation of the cancellation and the waive of additional fees or charges.

Business

Response:

Dear **. [redacted],

Thank you for your recent inquiry regarding fees deducted from your bank account. Sage Payments is committed to collaborating with our merchants to resolve their issue. We are reviewing your account. In 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 account. Retaining customers is extremely important to us at Sage. Is there anything that we can do to retain your business?

Sincerely,

Sage Payment Solutions

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The correct amount is not being refunded to my account. Sage Payment solutions sent me an email stating that I would only be refunded $65 when $118 + was deducted from my acct please see below

To [redacted]

Review: We had SAGE PAYMENT SOLUTIONS to process our credit card/debit card sales. We switch companies and call Sage and as told where to send the credit card reader and cancellation notice. We did as we were told and put the cancellation notice in the box with the reader. Every month thereafter they have billed our bank account with their monthly fee. We have called monthly and always think the issue is resolved and it is not. They deny getting the letter, but stated "WE DID GET CARD READER BACK JULY 14TH". They are saying that even though they acknowledged we returned the reader so we COULD NOT have used their services, because they couldn't find the letter they are keeping our monies from Jul. Our new Credit card company has given me documentation where they ALSO notified SAGE, and said SAGE is notorious for this. This is downright theft. They have been notified in person and by returning the card reader we no longer wanted their services and they continued to take out fees and said they would keep the money and I had to PROVE IT? A heck of a way to do business. Is this legal? Can't they be sued for taking money out of our account for services they knew we did not receive? They acknowledged that they received the card reader. This is just incredible.Desired Settlement: Full refund PLUS bank overdraft charges for over drawing my account TWICE.

Business

Response:

Dear [redacted],

Thank you for your feedback. We are disappointed that you closed your account with Sage. We have reviewed your account regarding your recent communication with our company. We did not receive the original cancellation notice in July. I understand it was included in the box along with the terminal. In most cases, the terminals are collected by a third party vendor. It is possible that is where the confusion started. Sage is committed to providing an exceptional customer experience. We have confirmed that you account has been closed and we have waived the early termination fee of $400 as a courtesy to you for your inconvenience. If there is anything that we can do going forward, please don't hesitate to contact us.

Sincerely,

Sage Payment Solutions

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: They owe past dues monies that have been collected since August. How did the charge us fees when the machine wasn't connected? Aren't the fees charged by a percentage of sales?

Regards,

Business

Response:

[redacted]. [redacted]