Sage Payment Solutions

Thank you for your recent feedbackWhile we understand this was a keying error, unfortunately any transaction that is processed incurs a processing feeYour account with Sage Payment Solutions was closed in July and we agreed to waive the early termination fee of $ We are unable to issue a credit to your accountPlease let us know if we can be of assistance to you in the futureWe wish you continued successSincerely, Sage Payment Solutions

Dear [redacted] We are disappointed to hear that you decided to cancel your account with Sage Payment SolutionsThank you for your feedback regarding our cancellation policyOur terms and conditions explain our termination policy and the auto renewal processThe terms and conditions that we have on file indicate you have an early termination fee which was applied to your accountPer our conversation, If you can provide us with documentation that indicates otherwise, we would be happy to review your requestIf there is anything that we can do to support you in the future, please don’t hesitate to contact usWe wish you continued successSincerely, Sage Payment Solutions

To Whom It May Concern, Please accept this correspondence in response to the complaint filed by [redacted] ***Three attempts to contact [redacted] were made on February 10th, 12th, and 16th via phone and emailOn February 22nd, we received a response from [redacted] with the following: Dear MrA [redacted] , Thank you for your response and callsI apologize for my late response—I have been out of the office a significant time lately I am grateful for your help in this matterSage has traditionally been very responsive to our needs This is why I was surprised by the lack of response to my emails from December 23rd, January 5th, as well as the subsequent calls to Ms A [redacted] Sincerely, [redacted] We value his business and relationship and understand the costs involved with having an active merchant accountThe merchant account [redacted] , [redacted] Account has been active since July 9th, The account is [redacted] Compliant as of January 05th, Per our terms and conditions, the account must comply with [redacted] Compliance Since we value the relationship and business with [redacted] Account, a courtesy refund for the last two months for noncompliance fees (November and December 2015) have been refunded For your convenience we have attached a copy of the signed agreement with the terms and conditionsThis case has been resolved Best regards, Wilman A [redacted] Supervisor, Merchant Financial Support Sage Office: ###-###-#### [redacted] @sage.com| NA.Sage.com Sunset Hills Road, Suite | Reston, VA The information contained in this email transmission may constitute confidential informationIf you are not the intended recipient, please take notice that reuse of the information is prohibited

>Dear [redacted] ; Thank you for your recent inquiryWe have reviewed your accountTicket # [redacted] was regarding PCI compliance and included your refund requestWe confirmed you completed the PCI certification requirements and the refund of $was issued to you, and the ticket was closedWe 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 feeThe fee is an annual fee, and is applied to your November statement each yearWe confirmed that we received a call regarding this fee in December 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 We have a signed agreement including your reduced rates and the extension of your processing contract through December We are disappointed to hear that you want to cancel your accountSage Payments is committed to working with our merchants to help find a solution that best meets their needsWe would like to retain your businessPlease 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 applySincerely, Sage Payment Solutions Dear [redacted] ; Thank you for your recent inquiryWe have reviewed your accountTicket # [redacted] was regarding PCI compliance and included your refund requestWe confirmed you completed the PCI certification requirements and the refund of $was issued to you, and the ticket was closedWe 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 feeThe fee is an annual fee, and is applied to your November statement each yearWe confirmed that we received a call regarding this fee in December 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 We have a signed agreement including your reduced rates and the extension of your processing contract through December We are disappointed to hear that you want to cancel your accountSage Payments is committed to working with our merchants to help find a solution that best meets their needsWe would like to retain your businessPlease 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 applySincerely, Sage Payment Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [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 $from our accountI am still demanding my full $ Regards, [redacted]

Dear ** [redacted] , face="Calibri"> Thank you for your recent inquiry regarding the Terms and Conditions of your contractWe have researched your account and would like to provide you with additional informationContracts are for a period of yearsAfter years, without prior notification, contracts renew for another yearsThe renewal information is detailed in your Terms and ConditionsWe are disappointed to hear that you want to cancel your account with SageSage Payments takes pride in our merchant relationship and would like to retain you as a merchantPlease call us so we can discuss the best solutions for your accountUnfortunately, should you decide to cancel your account prior to the end of your contract, an early termination fee will apply Sincerely, Sage Payment Solutions

Dear ***, #1f497d"> 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 XXXX[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

Dear [redacted] ,Thank you for your recent inquiry regarding fees to your accountWe are disappointed that you cancelled your account with usWe have reviewed your account and have an update for youWe have confirmed your account was closed on 6/26/2014, when the account was closed we also waived the balance owed due to bank rejects in the amount of $Our records do indicate you inquired about closure to your account prior to 6/26/At that time you were referred to our partner [redacted] management as this is the office who boarded your account with Sage [redacted] would have handled your cancellation directlyIn addition there is a merchant agreement signed on 12/12/this agreement is for a term of three years which means account closure prior to 12/12/would result in an early termination fee at time of closure.On 6/26/when your account was closed an early termination fee of $was dueWe were unable to collect this fee due to your bank rejecting the chargeCurrently there is a balance due for the early termination feeWe have reviewed your account and at this time have also waived this balance as a courtesyYour account is closed and you will not be billed further for this accountShould 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

[redacted] , Thank you for your feedbackWe understand your concern and will be crediting $to your accountYou should see this credit within 10-business daysIf we can be of further assistance, please contact usSincerely,Sage Payment Solutions

From: P***, Angie < [redacted] @sage.com>Date: Tue, Mar 24, at 4:PMSubject: complaint # [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Cc: " [redacted] " < [redacted] @sage.com>, [redacted] " < [redacted] @sage.com> Dear [redacted] , Thank you for your feedbackWe have further reviewed your account historyAfter working with our business partner [redacted] we have submitted a courtesy refund for the remaining balance of the termination fee billed to you in the amount of $This credit should post to your account within 7-business daysWe sincerely apologize for any inconvenience this may have caused youWe wish your business continued successIf there is anything that we can do to assist you going forward, please don’t hesitate to contact usSincerely, Sage Payment Solutions Angie P***Director, Support and QualitySage Payment SolutionsOffice: ###-###-####Mobile: ###-###-#### [redacted] @sage.comConnect with usSage.com | [redacted] | [redacted] | [redacted] | [redacted] | [redacted] | Sage CityThe information contained in this email transmission (including any document, file, or previous email message within it) may constitute confidential informationIf you are not the intended recipient, or a person responsible for delivering it to the intended recipient, please take notice that any disclosure, copying, distribution, or use of any of this information is PROHIBITEDIf you receive this email in error, please immediately notify me by contacting me at the email or phone number listed above and destroy the original transmission without reading or saving it

Dear ***, Thank you for your recent inquiry regarding fees to your accountWe are disappointed that you cancelled your account with usWe have reviewed your account and have an update for youSage 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/with no termination feeAt that time a refund in the amount of $for the month of August was submitted Our records indicate on 6/9/you called in to inquire about the reprogramming of your terminal to begin processingAt 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 downloadOur agents are available hours a day to assist with this process After review an additional courtesy refund for June and July merchant fees totaling $has been approvedWe approved this based on your initial call to us in June stating you were not able to processPlease allow 7- 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 responseIf 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 terminalthen 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 $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 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

*** [redacted] , Thank you for your recent inquiry and feedbackWe have confirmed that you recently spoke with [redacted] at Sage Payments and this issue has been resolvedIf there is anything we can do to assist you in the future, 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]

When considering an EFT/ACH processor, please do your due diligenceUnfortunately, I put faith in SAGE Payment Solutions EFT and have been disappointed from the startTheir fees are more than double what I was originally informed of, then to add to the unreasonableness, they charged a termination fee equal to months of what their monthly fee was, while adding on months of monthly fees before an official "termination." Their customer support appears to be scripted and they do not work to try to solve any issues that are not in their interestFees are unreasonable and often a surprise, support is mediocre at best, and their online platform is severely outdated and not user friendlyAvoid Sage Payment Solutions if at all possible

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 addressThe merchant processing application they provided is from and for a different machine and different rates than I was currently using and being chargedI didn’t realize I would still be held accountable for this applicationI 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 longerAren’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 I still had not heard from anyone on the 9th so I called againI 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 minutes to call him backI 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 $ I called her and asked why it is so high She said it is $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 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 days noticeNeither 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 amounts or Sage would cancel for inactivityI continued tor run credit cards until 10-when I was unable to process a transaction with the message “term id error” I left a message for Kelly as to what this meantAs I had not heard from Kelly still on 10-I called her againShe 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 occurred10-27-I had Amy from my bank search for the $transaction from Sage Amy informed me it was $NOT Kelly I asked Amy to fax them a letter with the required information 10-28-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 reinstated10-29- 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 wellI 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 wellWhy 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 on the home page of their website: Discount Payment Services is a small businessWhat that means for you is that in place of an account number, we know your name and are familiar with your merchant needsWe are more interested in a long term business relationship with you and your company than in a quick saleThat commitment and personal accountability has allowed us to maintain our customer base and continue to steadily grow in the valleyWe will always put your first and give you our best effortThey have failed miserably in my case.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 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 $118 + was deducted from my acct please see below To [redacted] Today at 6:08 PM [redacted] , Unfortunately your accounting is off attached are the withdrawals made by Sage Payment Solutions starting from 12/2/13 to 2/3/14. The February fees did go thru and were paid to Sage solutions, it was not until February 15th that the bank was contacted to deny any further deductions. Please review and respond accordingly. Sort Transactions by date in ascending orderDatedescending Sort alphabetically byDescription Type Status Sort by available$Amount Showing results for " [redacted] " [Show all transactions] 02/03/2014 Show additional information for activity type other payment -8.00BANKCARD DES:MERCH FEES ID: INDN:ARTISTIC... activity type other payment status type icon cleared Cleared. Select to mark activity type other payment -8.00 BANKCARD DES:MERCH FEES ID:9489 [redacted] 45 INDN:ARTISTIC... as Reconciled -8.00 02/03/2014 Show additional information for activity type other payment -43.00BANKCARD DES:MERCH FEES ID: INDN:ARTISTIC... activity type other payment status type icon cleared Cleared. Select to mark activity type other payment -43.00 BANKCARD DES:MERCH FEES ID:9489 [redacted] 94 INDN:ARTISTIC... as Reconciled -43.00 01/03/2014 Show additional information for activity type other payment -8.00BANKCARD DES:MERCH FEES ID: INDN:ARTISTIC... activity type other payment status type icon cleared Cleared. Select to mark activity type other payment -8.00 BANKCARD DES:MERCH FEES ID:9489 [redacted] 45 INDN:ARTISTIC... as Reconciled -8.00 01/03/2014 Show additional information for activity type other payment -43.00BANKCARD DES:MERCH FEES ID: INDN:ARTISTIC... activity type other payment status type icon cleared Cleared. Select to mark activity type other payment -43.00 BANKCARD DES:MERCH FEES ID:9489 [redacted] 94 INDN:ARTISTIC... as Reconciled -43.00 12/02/2013 Show additional information for activity type other payment -8.00BANKCARD DES:MERCH FEES ID:4 INDN:ARTISTIC... activity type other payment status type icon cleared Cleared. Select to mark activity type other payment -8.00 BANKCARD DES:MERCH FEES ID:9489 [redacted] 94 INDN:ARTISTIC... as Reconciled -8.00 12/02/2013 Show additional information for activity type other payment -8.00BANKCARD DES:MERCH FEES ID: INDN:ARTISTIC... activity type other payment status type icon cleared Cleared. Select to mark activity type other payment -8.00 BANKCARD DES:MERCH FEES ID:9489 [redacted] 45 INDN:ARTISTIC... as Reconciled -8.00 ShowIcon legend 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 BBB. 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] Connect with us Twitter | YouTube | LinkedIn | FacebookGoogle+ | Sage City | 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: BBB Compliant- Contact merchant Support Links Sage Payments Support Portal (Login Required) [redacted] [redacted] ***###-###-#### Regards, [redacted]

Dear ** [redacted] We are sorry to hear that you are not satisfied with the resolutionThe terms and conditions of our contract include the details regarding the early termination feeAs a courtesy, we did provide a $credit to your businessWe are unable to offer any additional creditsWe wish you success with your business and if there is anything that we can do to assist you going forward, please contact us Regards, Sage Payment Solutions

minor-bidi;">Dear [redacted] ***, Thank you for your recent inquiryWe are disappointed to hear that you cancelled your merchant account with usWe have credited your account the $early termination fee as a courtesy for your auto renewalWe also submitted a one time credit for the annual compliance fee of $You should see this credit in your bank account within about business daysWe apologize for any inconvenience or excessive hold time that you may have experiencedWe wish you continued successPlease contact us if we can be of service in the futureSincerely Sage Payment Solutions