Sage Payment Solutions, Inc

Review: When signing up to accept credit cards using Sage Payment Solutions, I was told by the sales rep that there would be NO monthly fees, just the fees generated by actual cards charged. I have since found that there are TWO annual fees, one for Annual Compliance Fee ($99.80), and the other a few months ago related to PCI compliance, an annual fee of $75. There also seems to be a monthly MSP Network Fee of $2.50. I am getting fed up, and will likely cancel my service, unless they can be removed permanently. But either way, I would like a refund of these fees! I would NOT have signed up if I had known there would be these fees, but continued to only use paypal which has no such fees. I charge about one card every two months. It is NOT worth it!Desired Settlement: Full refund, and I prefer that these fees be cancelled going forward so that I can continue with this account.

Business

Response:

[redacted],

Review: This is a credit card processing company. I requested to cancel the service and was sent a form which I completed and returned to them. At that point I was informed there is a penalty for not completing the contract. I instructed both Kelly and Tiffany NOT to forward the form-I would complete the contract. The form was submitted and I have been charged $100 for early termination. I contacted Kelly and she was to reinstate the account. She requested a statement from my bank showing I had been charged the $100 which I provided. She then informs me I was not approved for reinstatement by the company or the owner. I instructed two people in their company NOT to forward that form. I do not feel I should have to pay for their error and negligence!Desired Settlement: I feel I should be reimbursed for the $100 I have been charged as I instructed two people NOT to submit that form.

Business

Response:

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.

Consumer

Response:

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]

Business

Response:

Dear [redacted],Thank you for your recent feedback. We are disappointed to hear that you cancelled your account. Sage Payments values feedback from our customers and is committed to partnering with you to resolve your issue. We 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 $100.00 termination fee was billed to your account. Since 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 issue. Due to the time you were with us we have approved and processed a refund for the $100.00 billed to your account. We wish your business continued success. If there is anything that we can do to assist you going forward, please don’t hesitate to contact us.Sincerely,Sage Payment Solutions

Consumer

Response:

[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.]

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,

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 $5 a month but after few months I started noticiing the charge was from anywhere $15 to $50. 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

Review: We have tried relentlessly to close our credit card processing account and finally had to incur bank charges to stop payment. Billing statement does not show the Sage name or phone number anywhere, at the bank the phone number was not to Sage payment but to their bank. The business of credit card processors is very complicated, in terms of "middle men". IF a business is billing and taking monies from accounts it should be clearly stated who the bill is from and who is drawing from the account, their should be no question of calling First Business Solutions and them referring us to Sage payment and the Sage Payments referring us back to First Business Solutions.Desired Settlement: Have tried to stop payment and find out about bill of $29.50/monthly since November 2012 to Feb. 2013 The statements showed no credit card activity..... would like to have account refunded in the amount of $148.0 (four months plus the bank charges of 30.00).

Business

Response:

To whom it may concern

I have attached the signed agreement that states the original owner was made aware that Sage was involved in debiting the merchant fees. As a courtesy, the account has been closed and the February $29.50 fee along with a $25 reject was waived for this account. The the statement is generated with [redacted] which is the Independent Sales office who is responsible for the account but Sage is responsible for processing the settled transactions. We do understand this could be confusing for our customer but it is common practice for the payment processing industry.

At no time did we receive any request to have this account closed prior to the account going into collections and that department processing the closure and waving of the outstanding fees. Without a cancelation request, monthly fees would be assessed accordingly.

Please accept this information as a resolution to this situation.

Sincerely,

On behalf of Sage Payment Solutions, [redacted]

Consumer

Response:

[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.]

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,

Review: The customer service rep failed to tell me about a fee I would be charged if I didn't complete an online survey that he did not tell me I needed to complete. They charged me the $35 fee and it was withdrawn out of my checking account. I asked the rep why I was charged and he told me I needed to take this survey and they would credit me. However, he was so rude that I decided to cancel my account with them. Then the Regional Sales Director messaged me and told me they would refund my fees. I was only refunded $30 istead of the full $35. Then the following month(after I had cacelled my service) I was charged the same $35 again plus an additional $75 fee for something different. I contacted them again and they refunded me the $75 and thought the other was from transaction fees...so then I sent them copies of my statements and they agreed to refund my $35 from the current month and did not want to refund the $5 remaining from the previous month.Desired Settlement: At minimum, an apology, and preferrably all of my money refunded.

Business

Response:

**. [redacted],

Review: We have been with this merchant service since 2005. We were brought on board with a bait of 2.5% charge for processing credit card. We are now at 4.5% and 5.4% to include charges that we were never informed of. Such as VISA ACQUIRER PROCESSING FEE,VISA ASSESSMENTS, MASTERCARD NERWORK ACCESS & BRAND USAGE, MASTERCARD ASSESSMENTS FEE, VISA RATE 2, MASTERCARD RATE 3, PCI NON COMPLIANCE, FANF CNP .....ETC These fees are in addition to the 2.5% promised in the beginning. they have also started charging a Monthly PCI NON COMPLIANCE FEE OF $35.00 and a yearly $75.00 fee because we were required to take a yearly test which we have never heard of and the charge for this test is $75.00. All of this is added to the original agreement and has cost us an additional $300 to $500 a month since 2010. Making the total we are out around $13,200. We believe these unauthorized fees that were debited from our bank account should be reimbursed to us as we never agreed with these and Sage's competitors claim these are bogus fees, and excuse to charge more.Desired Settlement: Stop Sage from cheating the merchants with their bogus charges and make them pay us back these unauthorized debits to our account. Approximately $13,200.

Business

Response:

Dear [redacted],

Review: We have been customers of Sage since the year 2000. We believe Sage is deliberately defrauding its customers by deducting unauthorized funds or double-billing from customers accounts. At our request, our sales have charges deducted at time of sale, and our annual PCI charge is similarly broken into monthly deductions, so the only additional charge monthly charge would be a typical $45. charge. We believe Sage's unauthorized charging is a long-standing practice. Our most recent statement, for example, billed us for $162. on a total sales volume of under $80. The first person I spoke with said that they had "accidentally" billed us $75 for an annual PCI fee, and they were charging a monthly non-PCI compliant fee of $35 because they had "lost" our email address to let us know it was time to update. I spoke with "Connie" who assured me that I would be receiving at least a $75. refund. Sage has at least two email addresses for us, both of which work just fine. They also have a physical address and phone numbers. They did not use them. I asked to cancel my account. I was told they were closed on Monday and that someone would call me on Tuesday. I just received that call. I told them I wished to cancel our account, the one we have had for FOURTEEN YEARS. The only contract we signed was fourteen years ago. I was told that there would be an EARLY TERMINATION FEE in order to cancel our FOURTEEN YEAR OLD contract. The amount would be $190. I was also told that we would not be receiving the $75. refund they deducted by double billing us.Desired Settlement: We want to cancel our account with Sage.

We want do do so without being charged anything, much less the insulting $190.

We want a refund of the $75. double billing.

We would like to be reimbursed $35 for the overdraft fee caused by their double billing debit.

And we rather think a formal investigation should be opened regarding Sage's pattern of overcharging customers.

Business

Response:

Dear [redacted],Thank you for your recent feedback. Sage is committed to providing a great customer experience. We 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 $75. You stated you will be faxing over your bank statement showing the overdraft fee. Once we receive this we will be glad to review and process a refund of this fee. We apologize for any inconvenience you experienced. If we can be of further assistance, please contact us. We wish you continued success in your business.

Review: Sage Payment Solutions unknowingly extended a yearly contract without notification to the customer. I signed a one year agreement with Sage Payment Solution on June 30, 2011. This term would end on 6-30-2012. They renewed this term on 6-30-2012 and again on 6-30-2013 without notifying me. After paying extremely high rates with SAGE Payment solutions for years, I made the switch to a better suited credit card processing company. When I called to cancel my service with SAGE Payment Solutions in [redacted], VA, they advised me of a $275.00 cancellation fee that was required based on their very murky merchant credit card processing agreement (amendment #1). I was not advised of the renewal of this agreement each year without my consent or signature. I had already advised my account representative that I would not sign any agreement with further obligations to SAGE or any of their companies, that is, no terms or contract obligations on my side. I was assured that this would not be an issue. Well now it is an issue!

I would recommend that other compnaies not be taken by SAGE Payment Solutions. There are many credit card processing companies that offer no contract obligations (without your consent) and much lower fees and discounts.Desired Settlement: I would like for SAGE to stop this DECEPTIVE "renewal" process, it is not a good business practice!

This is not the way that real company's do business! If their rates and fees were competitive they would not have to rely on something like this.

Business

Response:

To Whom

It May Concern:

Thank you

for your feedback regarding our cancellation policy. Our terms and conditions

explain our termination policy and the auto renewal process. This information is shared with our merchants when the account is approved. Sage is committed

to providing an exceptional customer experience to our merchants. We are disappointed to hear that you cancelled your account. If there is anything that we can do to support you in the future,

please don’t hesitate to contact us.

Regards,

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:

Review: Salesperson failed to fully explain fees for non compliance and fees to third party for becoming compliant

Sage had not charged me a non-compliant fee for many months. they started charging me a fee of 25.00 some time ago telling me I would have to pay a third party 75.00 per year to become compliant. Sage told me the non-compliant fee is charged as an attention getter to become compliant. I was not made fully aware that these fees were mandatory for non-compliance and to become compliant. The sales person never made me aware of these fees. The compliance fees and the non-compliance fees can go up at anytime with warning. Contract wording make it impossible for anyone but the sage salesperson to fully understand what is to be charged and what fees may go up to in the future. I asked my salesperson directly what monthly fees I would be forced to pay, if there were any annual fees and had not mentioned a non compliance fee or a third party compliance fee.Desired Settlement: I demand a refund for all non-compliance fees charged to my account and a refund of $425.00 for the early termination fee I paid.

Business

Response:

To whom it may concern

We do regret that [redacted] was dissatisfied with the PCI Non compliance fee and the Early Termination fee. We do understand contracts have a great deal of information and by signing the contract, our customers agree to the terms and condition. We encourage our customer to ask any question before signing. I want to apologize if [redacted] felt his sales representative wasnt open about specific fees. We do have a merchant service department that is available to answer any questions our customers may have. Sage has also teamed with [redacted], an Approved Scanning Vendor (ASV), to assist our merchants with their required compliance efforts. [redacted] is the leading provider of on-demand data security and payment card industry compliance management solutions to businesses and organizations throughout the world. All new merchants are notified via email to become PCI compliant and that the complaince process must be completed annually. We provide the [redacted] link and telephone numbers for merchants assistance. If there are any changes to the PCI Annual Fee, we add a statement message to our merchants monthly statement. We added a message to this merchant statement with the PCI annual fee increase from $50 to $75 Annual coverage. I have attached the merchant signed contract, his terms and conditions (see section 5.01) along with the May 2012 merchant statement that showes the statement message. [redacted] signed a contract in August 2011 and has received monthly statements each month that would indicate he had not completed the PCI Compliance process. He has called in on several occassion to received assistance with his Virtual Terminal but there wasnt any indication he questioned anything else on his account. It wasn't until 3/7/13 that he informed our merchant service employee that he was not going to use the account and wanted to close. We explained the closure process and the committment to his contract. As stated, we do understand it can be frustrating if you are charged a $25 Non compliance fee every month, but this fee could have been eliminated just by visiting [redacted].

We do request losing a valued customer but would be happy to answer any questions he may have to resolve this issue.

Sincerely,

[redacted] On behalf of Sage Payments Solutions

Review: A letter of cancelation was mailed to Sage Payment Solutions in October, 2013 to notify them of cancelation of their service by my business, [redacted], Inc. My monthly bank statements shows they are continuing to charge me for services even though I have not used their credit card services since October. My current contract that I had requested from Sage on 10/02/13 before changing over to the new company shows that my contract was up in December, 2012 with Sage Payment Solutions. Since I was not under contract with them, I thought this would be an easy transition to change to another credit card company. Additionally, I wrote another letter of cancellation to Sage Payment Solutions the following month and notified my bank on 12/09/13 to stop these fees from being drafted from my bank account. My bank said they would handle my problem as Sage Payment Solutions was affiliated with my bank. My most recent bank statement still shows that this company is still charging me monthly fees & also charged an early disconnect fee of $250.00 wish totals $279,00 this month!!I feel this is outrageous & illegal!! My next step is to hire an attorney to get this resolved. I feel this company should reimburse me for the fees and early disconnect fee. I notified the bank customer service department & the bank president, **. [redacted] today, January 7, 2014 of my complaint with Sage Payment Solution.Desired Settlement: Desire reimbursement of fees charged to my account for month of October, November, & December, 2013 plus the early disconnect fee.

Business

Response:

**. [redacted]

Review: I called Sage on May 8, 2013 regarding monthly fees that I was being charged. I stopped using Sage in March of 2013 because the credit card terminal broke and it was going to take well over a week for a new one to arrive, which of course was unacceptable given that I have business to do everyday with the cc terminal. I decided to use a different company, one that was able to get me a new terminal the next day, as well as, offer me better rates. So as of March (or maybe April) I was no longer using Sage, yet I kept getting charged. When I called on 5/8 about a ~$5 fee that I had been charged for April I told the person that I spoke with that I was no longer using their service and that I wanted to cancel my service with them at that time. I repeatedly asked if the ~$5 fee is all that I would be paying and I was told, yes. With that information/confirmation of expected cost, I went ahead and cancelled. However, today (5/14) I see that they deducted $519.50 from my bank account as a termination fee without my authorization!! I would have never agreed to that. When I called to talk with someone about this today, at Sage, I was told that they had no record of the phone call. I called later in the day and was able to file a "ticket" (Sage terms) regarding what had happened. I am waiting to hear back from them now.Desired Settlement: I want Sage to refund the full amount of $519.50 to my business account.

Business

Response:

To whom it may concern-

Here at Sage we deeply regret [redacted] decision to cancel her account but we do understand her situation. The $519.00 Early Termination was not collected from the account we have on file. When the attempt was made to debit said account, the funds were rejected by her bank. We have made the decision not to futher pursue the issue and will not make another attempt to collect the Early Termination fee that is outlined in the Terms and Conditions [redacted] agreed to when signing a contract with our company.

Please let us know if there are any other concerns with [redacted]. We consider this complaint resolved.

Best Regards,

[redacted] on behalf of Sage Payments Solutions.

Review: I have been working for 3 months to discontinue service and have been given excuses and having delay tactics working in order to stop the process....I have been getting a phone call at home now asking me to please call back to verify my cancellation and when I call back...no one answers. It started by being told that I needed to fill out a form to cancel and it would be faxed to me....After calling back for 3 days in a row the form was finally faxed....when faxing the form back I kept getting a problem ....finally after some time the fax went through....They said they never recieved my fax when I was billed for the next month...this sort of thing has persisted.Desired Settlement: All I want is for the service to be cancelled.

Business

Response:

[redacted]

Sage Payments is committed to providing our customers with an exceptional

customer experience. Thank you for sharing your feedback. We would like to

apologize for any delays in cancelling your merchant account with us. We have

confirmed that your account is closed as of 11/27/2013. If there is anything that we

can do to assist you in the future, please do not hesitate to contact us at

###-###-####.

Sincerely,

Sage Payment Solutions

Review: I have contacted Sage Payment Solutoins on multiple occasions without any help. I was notified that my accounts were a "no fee" account, since this account started- this business has auto-debited $145 out of my bank account without my consent. I have complied with all of their requests for verifications and they said they would refund my $70. This has not happened. Today I recieved an invoice for $75 for an "annual fee" on my "no fee account". My company ([redacted]) is now closed and Sage will not allow me to close my account without an $800 early termination fee (within 3 years!). I tried to contact the rep that set up our account with no avail. I have emailed, called and left many voicemails with no return contact. I have never once had a transaction on any account with Sage- yet they keep auto-debiting fees. This is a fraudulent business with a lack of customer service. My account # [redacted] has only been open for several months. How can they charge an "annual fee" on a "no fee" account that hasnt been open for 6 months?! My last compaint and contact # with Sage is filed under their Ticket Number [redacted].Desired Settlement: I would like a full refund of any and all charges on this account and would like to close my account with Sage.

Business

Response:

To Whom It May Concern:

We are diappointed to hear that you want to cancel your account. Sage works hard to provide an exceptional customer experience for our merchants. The fees described are the annual PCI Compliance fee and bank reject fees. PCI Compliance is a requirement from the Associations for all merchants and processors to adhere to.

Your bank rejected those fees. We have since waived the fees totalling $160. We have also closed your merchant account and waived the early termination fee of $800. If we can be of further assistance, please feel free to contact us at ###-###-####.

Regards,

Sage Payment Solutions

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me PENDING that any and all accounts under my name has been closed with Sage.

Regards,

Review: I've had multiple ongoing issues since I initially was switched from [redacted] to Sage in July 2012. From my understanding Sage was taking over their business and put me in contact with sales representative [redacted]. Over the phone [redacted] was able to offer me a fixed rate for both Domestic and International Cards no matter what type of card it was, with no monthly fee, no contract. I was also offered a flat fee around 2.75 for all cards whether they were international or domestic. I agreed to the former as he said if at a later date I wanted to switch to a flat percentage for both to simply contact him and we would switch it. Since signing up my experience with this company has been a nightmare numerous times since then. They keep trying to charge me an annual fee which I need to try to explain it was not part of my original agreement, I haven't been able to switch to a flat 2.75% rate for all cards, my phone calls have gone unreturned with with numerous employees as I continue to try and resolve the same issues over the last year and a half. Last Thursday I asked to have their loyalty department call me immediately as when I asked to cancel my business with them they said I was under a 3 year contract which was never discussed with [redacted]. I would NEVER knowingly agree to a long term contract and was shocked. I never received a call as requested, but instead received an email Saturday Morning saying my case was closed. No phone call to discuss my issues and the case file they closed didn't even address my specific concerns. I'm going to keep this short unless they want to pursue this further. I have detailed notes from my conversation with the original sales representative along with emails if needed. Frankly I feel this company continues to say one thing and do another using bait and switch sales tactics, then ignoring you with their poor customer service. At this time I simply want to be released from any relationship with this company and go our separate ways.Desired Settlement: I would like the annual fee charged in November 2013 of $99 refunded along with the $35 trust wave non compliance fee charged on the most recent bill as I am now compliant. I hadn't received notification my compliance needed to be renewed however took care of it immediately after notification from Sage, so this shouldn't be an issue, they said they would do it as soon as I was compliant. At this time I would also like to cancel my relationship with this company and move our separate ways at no additional expense on my behalf.

Business

Response:

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

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:

Sage,

Review: I have previously requested that this merchant account be closed and it has not and I am being charged $69.95 per month with zero activity. Today, they are telling me that there is a early termination fee of $375.00. This account started in 2006 with a 3 year contract. I specifically had them waive the auto renew clause in their contract. Today, after being informed of the $375.00 fee, I ask for a certified copy of the printed contract. They said they could not provide that.Desired Settlement: Immediately stop billing me the $69.95 per month and end the service without the $375.00 hostage fee.

Business

Response:

Dear **. [redacted]

Review: On 08/26/2010 I signed a (3) year with Sage for merchants service through a local rep in the [redacted] Group.

Once I sign up with the services I never heard from the local rep again. I honored my (3) year contact and we have decided to use the Merchants Services with our local Bank.

I called on 04/30/14 to cancel my service with Sage only to be told that they had "automatically" renewed my contract for another (2) years.

I said I didn't get a reminder or even a choice they just "automatically" renew the contract. First they tried to convenience me to stay with Sage and I said no.

Then the agent informs me to cancel now would cost $400.00.

I had completed my contract 08/26/10-08/26/13 I do not feel the $400.00 charge is correct.

They have informed me they will applied the $400.00 to my account which I do not agree too.

My ticket number #[redacted] (Account Closure)Desired Settlement: The practice of automatically renewal is not fair once a contract commitment has been honor that should be the end of it.

We are a small business and $400.00 is alot to lose.

Business

Response:

Dear **. [redacted],

Thank you for your recent inquiry regarding the Terms and Conditions of your contract. We have researched your account and would like to provide you with additional information. Contracts are for a period of 3 years. After 3 years, without prior notification, contracts renew for another 2 years. The renewal information is detailed in your Terms and Conditions. We are disappointed to hear that you want to cancel your account with Sage. Sage Payments takes pride in our merchant relationship and would like to retain you as a merchant. Please call us so we can discuss the best solutions for your account. Unfortunately, should you decide to cancel your account prior to the end of your contract, an early termination fee will apply.

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 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.

Review: I canceled with this company many months ago and after I had canceled they told me everything was good. They have been charging me since I've closed my account. On top of that they "accidentally" opened two accounts for me and wont refund me for the second account that I don't need. I've made them aware of this mistake and they tell me it's going to be fixed but never has been.Desired Settlement: I want refunded for the whole time I had this company for the second account that I didn't need, and refunded for the charges that had been deducted out of my account after I had closed my account with them.

Business

Response:

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

Review: In 2010, we signed on with a company called [redacted], Inc. in Georgia to provide credit card processing for our business. We were told that the contract was for 12 months - after which we would no be under contract and would instead be going month to month. We leased a credit card machine from them. The term on repayment for that was 48 months.

We used their service for 4 years without incident. In January of 2014, [redacted] informed us that the processing machine that we were using would no longer be supported and that we would be required to get a new machine - which we did. We were never able to get the machine to function, and after speaking with their technical department and their sending us a new machine that again would not process a payment, we decided to cancel our services. The machine was returned to them as requested and we were told that the account was closed.

Several weeks later we noticed that our business account had been hit with a $525 early termination fee. Calls to [redacted] were answered and they told us that the charge should not have gone through since we were not under contract. They said they would fix the problem. After a week, the money was still not returned. It was then, that I was told by [redacted] that I should contact another company called Sage Payment Solutions to try to get to the bottom of this. This other company, Sage, was found to be the actual company providing the processing services. [redacted] was simply a reseller.

A Sage representative informed me that we were under contract with them and that we broke that contract. I asked how that was possible, since we had not been under contract since 2011. I was then told that I had also signed a completely different contract with Sage in 2010 as part of the paper work required to set up services with [redacted]. This contract, they say, signed me up for 3 years, after which the company automatically renewed our contract for an additional 2 years. They refused to negotiate further.

I have all of the paperwork that was provided to me at the time we initiated service, and there was nothing provided to us informing me of a three year contract or auto renewal policy. I could not even get [redacted] to show me on the documents I signed, where this information is listed. They only informed me that there was an 8 page document that is referenced in the contract that most likely held that information. I was never provided this document prior to the start of service.

I feel that this is an unfair business practice, to have two active agreements going at the same time. I was led to believe for 3 years that I had satisfied my agreement with [redacted] - only to discover that I had an additional agreement with a completely separate company.Desired Settlement: I would like the $525 refunded to my business account.

Business

Response:

Dear **. [redacted]

Thank you for your recent inquiry regarding your merchant account. The agreement referenced in your inquiry is not from Sage Payment Solutions. We recommend that you contact [redacted] Inc. to 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 account. We would like to apologize for any inconvenience you may have experienced. As a one-time courtesy, we have refunded $100 of the early termination fee. 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

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 refund of $100 is not satisfactory. I have chosen to continue my complaint through other avenues.