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: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 SageI have already been charged the $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 themThe salesperson I signed with only mentioned the years funny how the automatic renewal was never discussedInstead 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]

Dear [redacted] , Thank you for your recent inquiryIt was a pleasure speaking with you earlier todayThe supervisor of the Financial Support Department will be sending you an email confirmation with the details of your mutually agreed upon solutionWe wish you continued success with your businessIf we can be of further assistance, please contact us.Sincerely, Sage Payment Solutions

RE: Case # [redacted] To Whom It May Concern, Please accept this correspondence in response to the rebuttal on the case referenced abovePlease find the attached documents.SPS EFT has again denied [redacted] ***’s request for a refund for the following reasons:SPS EFT did not promise to add magnetic stripes to the cards and not accountable to do so.Gift cards received from [redacted] were converted by SPS EFT.Converted gift cards were usable for [redacted] without the magnetic stripes.Fees match the monthly statements once the timing is understood.Erroneous fees were refunded.Remaining fees are applicable because [redacted] signed up for service, used that service, and requested a terminationWe anticipate that his concerns have now been met upon receipt of this letterPlease feel free to contact me with questions and concerns, Toll-free at ###-###-####Sincerely,Bobbi W [redacted] Senior Compliance SpecialistSage Payment Solutions EFT, Inc

From this timeline there are several things that should be emphasized The contract which the merchant has is with Sage Payment SolutionsDiscount Payment Services is not a party to that contractAs an independent sales office for Sage we facilitate such contracts but are clearly not a party to themAny claim for compensation regarding the early termination fee should be made to Sage, not Discount Payment Services 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 requestWe are occasionally accused of not processing merchant requests fast enoughIn this case a complaint is being lodged in essence because we completed our job timelyAs 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 effectNeither Sage nor DPS was legally obligated to reinstate the account or provide any refund of the early termination fee Notwithstanding, Sage offered to reinstate the account upon submission of a bank statement showing the debit to the accountThe merchant waited days and then submitted a screen shot of the account which was not what was requestedA copy of the bank statement was requestedFor 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 fraudIt is for that reason that the form was not accepted by Sage 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 agreementIt 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 requiredThe merchant could have avoided any early termination fees had it followed the procedures outline in its merchant processing application 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 SageThis was not an error, nor was it negligence on the part of DPS or Sage Additionally, although the merchant indicates that a statement from her bank was sent to our office this is incorrectThe 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 merchantOne upon opening the account and one upon closing itPlease note that I have blacked out certain person and/or confidential material on the documents sent

RE: Case # [redacted] To Whom It May Concern, Please accept this correspondence in response to the rebuttal on the case referenced abovePlease find the attached documentsSPS EFT has again denied [redacted] ***’s request for a refund for the following reasons: SPS EFT did not promise to add magnetic stripes to the cards and not accountable to do soGift cards received from [redacted] were converted by SPS EFTConverted gift cards were usable for [redacted] without the magnetic stripesFees match the monthly statements once the timing is understoodErroneous fees were refundedRemaining fees are applicable because [redacted] signed up for service, used that service, and requested a termination We anticipate that his concerns have now been met upon receipt of this letterPlease feel free to contact me with questions and concerns, Toll-free at ###-###-#### Sincerely, Bobbi W [redacted] Senior Compliance SpecialistSage Payment Solutions EFT, Inc

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

Review: I am the former President of a small local charity, [redacted] ("[redacted]"). When I was president (5 years ago), [redacted] signed up with Sage Payment Solutions for credit card processing. We haven't used it in years. The current Treasurer attempted to cancel the contract months ago. It didn't take; [redacted] got another bill. She called again and was told that I was the only person authorized to cancel the account (even though I am no longer an officer of [redacted] and am not, legally authorized to do so). I called and cancelled the account, but was told that the contract had automatically renewed the week before, so that there would be a $300 early termination fee. They continue to refuse to cancel the account until they receive the early termination fee, that we only incurred because they improperly refused to cancel the service when the actual authorized officer with all the correct account information called to do so, and continue to charge us $38.95 per month for a service we do not use. This is the very definition of extortion.Desired Settlement: Immediate cancellation of Sage's contract with [redacted]; reversal of the "early termination fee" and refund of all charges since the first phone cancellation call in May.

Consumer

Response:

We are not a business; we are a charity run by volunteer members (hence the name, [redacted]). Our meetings are held at various board members' homes. We do not have an office or a staff (so there is no business phone number); we have a website and a PO Box. I can be reached at ###-###-#### or ###-###-####. I am a former President of [redacted] and current board member. Sage had my name in its files and will not speak to anyone but me, although I am not a current officer of the nonprofit corporation. I do not know how they got my name. When I was running [redacted], we used Google Checkout for our credit card donations. None of the current officers of the nonprofit corporation recall when or how we signed up with Sage and we do not have a copy of the contract signed with them, if any. Attached is a copy of their latest invoice. As you can see, we have no activity, but we are charged a "penalty" anyway. After I filed my complaint with you, they finally terminated the contract, so we are no longer incurring the monthly "penalty", but they have still charged us a $300 termination fee despite the fact that it was incurred soley due to THEIR failure to process our cancellation [submitted] prior to the automatic renewal date.

The current Treasurer of Symphony is named [redacted]; she made the initial attempts to cancel our contract with Sage prior to it automatically renewing for another year. She can be reached at [redacted]

Thank you for your attention to this egregious matter,