Signapay of MN, LLC

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We receive many customer service related phone calls each day for a variety of different reasonsSome of those phone calls, as in Ms [redacted] 's case, are questions regarding various account related itemsMs [redacted] had called and asked the date of her initial term's expiration in which our representative provided that date to herAs a service-based company, our representatives would never assume she is looking to cancel and then immediately explain all options for cancellation and the cancellation procedureThis would not be a natural response for a company that prides itself on large family of happy customersHowever, we do receive calls from time to time pertaining to our cancellation procedure or customers inquiring about cancellation in general, in which we describe that procedure to them and assist them in any way that we canIt is never our goal to collect one-time termination fees, but instead, to keep our customers happy and show them a service that never warrants them leaving in the first placeWe do this by being honest and straight forward with every question any customer may have Additionally, all of our agreements carry a section titled "Term and Termination" that describes in great detail the cancellation procedure as well as the term's requirementsThere are many reasons our industry carries an auto-renewal for one subsequent year if prior notification isn't given, but it is none-the-less clearly described in the application and even requires the initialing of that particular page signifying it has been read, understood, and agreed to by the customer Ms [redacted] was a very valued customer of ours and we would be happy to reopen her account at no cost to her and refund her early termination fee in its entirety should she decide to continue utilizing our service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The representative I spoke to was told I wanted to cancelHer exact words were , "your contract expires in July of 2015, if you cancel now , you will be charged $495) so I waited to cancel officially until July of There was no mention of any day noticePlease refund the $as soon as possible Final Business Response / [redacted] (4000, 9, 2015/08/06) */ Since we cannot disprove Ms [redacted] 's claim, and she has been a very valued customer of ours, we have decided to honor Ms [redacted] 's wishes and refund her termination fee in full as she is requestingWe always want to do the right thing, and sometimes the right thing is to be confident in and stand up for our company's honesty and integrity when it is occasionally and wrongfully challengedHowever, the right thing to do in this situation is to take Ms [redacted] 's word that she felt we should have done something differently and send her a check today for $We aren't perfect, but we'll continue to strive for itWe'd like to thank Ms [redacted] and the Revdex.com for communicating this concern to us and providing a forum for a resolution

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

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ SignaPay originally contacted the merchant for an opportunity to earn his business by showing him a savings on his credit card processing bill, to which he accepted the meetingSignaPay sent a representative to his business to analysis his bills and show him what we were able to save himOn one of his accounts we cut the bill by 51% and the other bill was cut by 10.5%At this time the merchant chose to move forward and sign up with SignaPay to have us service his credit card processing needs and save him money on his monthly billsSignaPay paying a cancellation fee was never brought up in this meeting with our representative; as he states in this complaint he didn't even know there was a cancellation fee at the time of the meetingTherefore, how could this fee have come up in the meeting? SignaPay doesn't make promises to pay unknown fees, it doesn't make business senseIf we did make these promises and not follow through with the promises, we would have thousands of complaints At this point, these accounts have been closed down and put into collections because of consecutive months of ACH rejectsWe attempted to work with the merchant and address the issues, but he was unwilling to work with usThis merchant will have no future bills from SignaPay going forward, but he did open accounts with us and he does have an outstanding balance that needs to addressedThis will have to be addressed with the collection agency moving forward

After looking into this issue we decided to issue a 100% refund to this merchant due to the circumstances The PayLo program ended up not working out for their business at this time

I am rejecting this response because: Signapay states that the terms about the early termination fee are in the page I signed, and the page they submitted shows that they do not state a term length or amount for the early termination feeI was verbally told there wasn't any term or feeI also told them when I received the equipment that it did not allow us to adjust for tips after the sale is made and in our business, that this would not work and if they didn't correct it, I would not stay with the companyI waited a year and months and nothing was doneAfter I signed a contract with a new company that could provide me with the correct service, then they said they could update my terminalIf this service was available, they should have contacted me to update my serviceI was told by new provider that they have always been able to adjust the tip after the sale is complete, which signapay states this is not trueI can only state what I have been toldI had a missed call and message from Mike *** while I was on vacationWhen I returned, I called and left him a voicemail on March 8, but have not heard from him

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would warn that the company's policy of automatically renewing a contract seem to be against good business policiesIf I would have canceled services in November, I would not have been charged but because I canceled two months later I am chargedIt doesn't seem like good practice in the eyes of a customerIn addition, I disagree with their customer service and response to phone callsOur company attempted to speak to someone regarding our policy once in December and three times in January and did not receive a single phone call back until after filing a complaint with Revdex.comIf their customer service standards were higher none of this would have ever happened

Initial Business Response /* (1000, 5, 2016/01/27) */
After researching this situation, we have determined that the cancellation fee was a legit charge, but there was some miscommunication on both ends in this matterMr*** had attempted to reach back out to the merchant prior to the complaint
being issued, however the merchant never received the messageWe have since spoken to the merchant and come to an agreement with them, and both parties are walking away satisfiedSignaPay will be refunding half of the cancellation fee back to the merchant, which is $
Initial Consumer Rebuttal /* (2000, 7, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response as I believe it is the best they can offer at this timeI am pleased they have communicated with me in this regardIt is my understanding they did make an effort to respond to my phone message, however as technology often mis-steps, my "smart" phone did not hold the message
Thanks to the Revdex.com for their assistance in this matter

This merchant was in a 3-year term that went through 10-22-2018, that is the reason she was charged an early termination fee. She is factually wrong in her complaint, she did sign off on a page agreeing to the contract, and it isn’t in fine print like she stated. I have attached the form
she signed off on for people to review. As you can see it is clearly stated in bullet point of 9. The cancellation policy is also in the terms and conditions section of our application. In regards to the equipment and tip adjustment, this was a known issue in the credit card processing industry and it affected all networks. Tip adjustment worked with chip cards, it just needed to be done at the time of the sale. The company she switched to was First Data, which was the same network she was on with us. They had just fixed the tip adjustment issue around the time she cancelled, allowing the merchants to adjust tips at any time. The email I attached shows that Tammy informed the merchant that we could now update her terminal to allow the new changes in the tip adjust files. Tammy even informed her that she was in a contract and a cancellation fee would apply to the account if it was cancelled. The merchant at that time could have had us update her terminal and avoided paying the termination feeShe chose to cancel her account and pay the fee instead of allowing us to update the terminal with the new updates from First Data. SignaPay offered to refund the fee if she comes back to process with us within months from the time of cancelling. That offer still stands for this merchant

Initial Business Response /* (1000, 5, 2016/01/14) */
SignaPay's contract is very clear and states the $early termination fee in bold print in the fees section of our application, which is on page twoIt is not hidden in the terms section in fine print like most companies in this industry,
we do this to avoid any confusion with our merchantsIn this case, the merchant called in to cancel our service after already making a change to another providerShe asked to have her account canceled, so our customer service rep provided her the form and we closed down her account as she wishedAnthony asked her if there was anything we could to do to keep her as a client, and she said no that she had already made her decision and made the changeHer account was still in term with us and the cancellation was then charged to her accountSignaPay is willing to refund the $if the merchant wants to come back to SignaPay to process her credit cards within the next months
As far as the terminal, she was charged the $for an unreturned piece of equipmentThe merchant signed off on a page "No Fee Equipment Placement" form that clearly states the policy of returning the terminal once service is terminatedWhenever we place a "Free" terminal for a merchant the terminal needs to be returned within days once they discontinue services with SignaPayIf said terminal is not returned within days the merchant is charged the cost of the terminal, which is $We offered to refund her the $months later as she mentioned in this complaint, as long as she returned said terminalShe then informed us she threw our terminal away and could not return SignaPay's propertyWe are still willing to refund the terminal charge of $if the merchant can find SignaPay's property and get it back to us in the next months
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT except this as a response
There was no mention of an early termination fee in the conversation with AnthonyHe could have easily said something to the effect of, "I see you you're in contract with us until 12/17?/so cancelling early will result in a $fee." But no mention was madeHe neglected to inform us of important information regarding our accountWho cares if we'd already switchedHe should still have to disclose that informationI have asked for a copy of our signed contract to be emailed to me also, which it has not (sent email to Tammy *** who said she'd get it to us and never has)As I mentioned, we would have gladly paid for more months service to avoid the $feeWe cancelled our service on 10/15/and the $was not pulled until 11/17/one + month laterWe were under the understanding that we were in a year contract with SignapayNot a year, plus yearly following contractAlso, on the cancellation form, no where does it mention something like "Fees may apply for early cancellation" In the phone conversation, Anthony even mentions that he's pulling up our account
Regarding the equipment, go back and read the emails between Tammy and ITammy openly admitted that Anthony told us incorrectThat is YOUR companies issue, not our! We had the phone call conversation sent to us as well and in that we asked about the equipment and there was no mentioned of sending it back OR hanging on to it! We never received an email, a letter, or a phone call with "warnings" of not returning the equipment or that there would be a fee applied if the equipment wasn't returnedIt's stated above that that fee is applied days after cancellation of contract however your company waited days to charge us! We had absolutely NO way of knowing that, WEEKS, later you'd ask for the equipment backI was given you a one star rating on your face book page, a filed this claim with the Revdex.comAt this point, I believe Signapy is a HORRIBLE company to work with and have told a number of folks at different business meetings this storySignapay is not a forthcoming, honest company to work withThey will weasel money out of their customers and charge them where ever and whenever (weeks later) they can! The contract we signed was months short of yearsDo you think we remembered every line in it? It's YOUR service, that YOU'RE selling! Customer service...does that exist within Signapay? We are NOT accepting the response from Signapay as we feel this is evil, vindictive, dishonest, unforthcoming company and would not recommend them to anyone! We paid you well over $4,in CC fees over our course of time with you and this is how we're treated! Anthony says in the conversation regarding the machine, "it does look like yours"
I am requesting the $that you STOLE from us be refundedYou can cut a check and mail it to:
***
***
Blue Earth, MN
You took that money unannounced and unauthorizedAs mentioned, Anthony, and Signapay, withheld important information about our account from us and Anthony informed us incorrectly regarding the machine which Tammy confirmed via emailThat was a mistake on YOUR companies end, not ours! In fact, we feel that this entire issue is that fault of YOUR company being dishonest and vindictiveWe noticed you in fact, your company has quite a few bad complaints on the Revdex.com site for this same issue
I've attached the conversation with Anthony to save you the trouble of having to go and find it! He pulls up our account, but never mentioned we're in a contract and he tells us point blank about the machine "it does look like yours."
We expect our money back in full and will settle for nothing less
Final Business Response /* (1000, 11, 2016/01/27) */
Regarding the equipment and cancellation fee, SignaPay did look at the situation and addressed it with our first response by offering things:
-Giving the merchant an extension to return the equipment and issuing a full refund once the terminal was received by our equipment department
-Giving them an option to bring service back to SignaPay within months and receive a full refund of the $cancelation fee
Here is what SignaPay is willing do to help resolve this situation:
The terminal contract states the terminal needs to be returned to SignaPay within days of cancelling an account or the account is charged $for the unreturned equipmentIn our first response we told the merchant even though it was beyond the 30-day window we were willing to refund them as long as they returned the equipmentThe merchant is not able to do this since they threw away the borrowed equipmentWith this said, to work with the merchant in this situation SignaPay is going to refund the $for the unreturned terminal even though the merchant is not able to return itWe are also still offering to refund the cancellation fee if the merchant decides to come back within the next months to SignaPay

This merchant was charged a cancellation fee due to still being in contract with SignaPay through 2-13-2018. Our cancellation fee and policy is listed very clearly in two sections on the merchant application, which requires multiple signatures and initials by the merchant agreeing to
the fees and terms. The cancellation fee and policy is listed on page below the processing rates and fees, and is also on page in the terms section which she initialed. SignaPay was authorized to charge the fee via ACH per our contract with the merchant.
After looking into our companies call history, it shows she did call into our office on January 11th at 3:PM. No calls were placed to us on January 10th from this merchant. She left a message for a manager to call her back, which was going to take place the next morning due to the manager being in a meeting the afternoon of the 11th. Prior to our manager calling her back in the morning we had a cancellation form from this merchant to close her account, which we did as she requested. We were given no time to address any of her concerns. Also, the merchant had already made a switch to another provider prior to calling us on the 11th. To that point, it appears they weren't giving us a chance to address their concerns even had we spoken to them on January 11th
We reached out to the merchant and informed them that if they come back to process with SignaPay in the next months we are willing to refund the entire amount of the cancellation fee. She thanked us for that offer

Initial Business Response /* (1000, 5, 2015/07/24) */
Firstly, a business's processing volume or transaction count will not have a major effect on a monthly cost in some situationsThese situations would be if a customer is leasing or financing a piece of equipment, or possibly paying a monthly
cost for a premium online processing management system, as in Ms***'s caseTransaction volume would not alter or affect this cost as it is completely separate of transaction processing costs
Secondly, Ms*** did indeed contact our office recently with her concern over her early termination fee that was billed to herEven though she was correctly charged the fee and it was not billed in error (due to Ms*** terminating her agreement early), in a good faith effort to assist her, we made an exception to remove $from the total to assist with covering overdraft fees and an overall attempt at compromise as Ms*** has been a loyal customer of oursUnfortunately, to our surprise, we are now communicating to Ms*** through the Revdex.comAll of our agreements (and most within the entire industry) have an initial term and a fee for terminating the agreement early which is described within our agreement under the section titled "Term and Termination." During the agreement process, as a way to ensure these misunderstandings don't take place, we require that each individual page of the agreement is initialed or signed by each of our customers as opposed to just having them sign it once on the last pageThis is done in an attempt to combat any misunderstandings or predatory practices by requiring our customers to understand and agree to each section of the agreement, as opposed to just skipping all the fine print and signing once
Additionally, though Ms*** did contact us after regarding her concern after the fee was charged, in which we attempted to assist her by lowering the cost, she did not discuss cancellation with us priorWe listened back to all of our recorded phone conversations with Ms*** from January through the time of her cancellation request, and never was it brought up by Ms***We were never given an opportunity to assist her with the cancellation procedureYet still, we offered a significant deduction of the fees in an effort to help her, which was unfortunately denied by Ms***We still wish to assist Ms*** in any sensible way that we can, and regret her unfortunate feelings toward our companyMs*** can contact us directly if she feels inclined to accept our assistance in this situation
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept this offerThis response from SignaPay is so filled with untruthsFirstly I am being charged extra because I do not process $per month with themTherefore the statement "Transaction volume would not alter or affect this cost as it is completely separate of transaction processing costs." is another untruth or lets call it like it is a lieSecondly I have discussed cancellation on my last two calls to Signa Pay first in January of this year and then again in JulyIn may last conversation I had to request a cancellation notice and they then faxed it to meSo how could I not have discussed cancellation and have a fax sent from this company to my fax machine which I have an electronic copy of still as all my faxes go to my emailsOnce again another lie from this companyThere was no assistance from the gentleman on the phone on how to cancel without being hit with the $cancellation fee once again another lie from SignaPay"We were never given an opportunity to assist her with the cancellation procedure." Once again direct quote from above letter and another lieDuring my July call as I stated earlier I thought my contract had restarted and the $fee was for thatIf this company was no HELPFUL as they are trying to portray in their response why did they not tell me that informationI had two months left on my contract with them after paying them $and was making every attempt to fulfill my contractKnowing now what I know I should have cancelled two years agoI would have still incurred this $fee but still have over 2/3rds of the $I have paid themI will settle for no less than the $plus the $in overdraft feesAnd not a penny lessI am done talking with this company directlyI cannot stand all this deceitThe reason I am corresponding through Revdex.com is so others can see the TRUTH about this company and make an informed decision because there is a difference in what the rep is front of you is telling you and the service and fees you get charged afterwards
Final Business Response /* (4000, 12, 2015/08/24) */
***,
Here is our statement explaining our position again
Unfortunately, Ms*** has painted an inaccurate and unfair picture of our company and our goalsFirstly, she has purchased an online processing and management system from us, as we had mentioned previouslyThis processing system costs $per month, so no matter how much she processes, this is an independent monthly cost for something she purchasedWe are attempting to explain that whether you process transactions or not, there may still be costs involved for items other than processing actual transactions; like if you bought something as Ms*** didIt is the equivalent of saying that because you didn't make any calls on your cell phone, you shouldn't have to pay for the phone or the serviceThis is simply all we are trying to explain to Ms***Additionally, prior to leaving our previous response, we searched our incoming call database for all calls made to us from Ms***'s phone number, and listened to the recordingsWe did not hear any conversation regarding cancellationPerhaps she had called us from a different number and we were unable to locate it in our systemRegardless, we most definitely dove into Ms***'s claims with diligence and good intentions to unearth any mistakes that may have been made on our partLastly, we are unsure of what led to Ms***'s assumption that a $fee would be charged for a contract being restartedWe will require clarification on what that exactly means before we can address itAgain, we are trying to not only be truthful with our findings but also offer Ms*** a compromise to assist with any miscommunication that may have taken placeOur offer stands to give Ms*** $for any overdraft fees or inconveniences that may have been experienced
I am also attaching the contract that states the cancellation fee in locations very clearlyYou will see our cancellation fee is in the first paragragh under the rates and fees section on page two
I also am attaching the cancellation form showing she requested to cancel while under contract
Please let me know what can be done on this case, we have tried to compromise with this merchant
Thanks,

After researching this matter, we have come to the conclusion that everything was done proper on our end.  The $495.00 cancellation fee should have been applied to this account per the terms of the agreement, which went through 12/22/2017.  The operations email address goes to 6...

differnet employees in our office and not one of those employees received an email in July 2016 to close the account.  We had our IT company pull all emails off our servers for the month of July and there wasn't any email correspondence from this merchant.  We will honor refunding the full amount over the next 6 months if this merchant decides to come back and process through SignaPay.

The merchant submitted a cancellation form on 2/27/17 with a date to close the account of 10/11/2016, which is the date that they sold the business.  SignaPay simply received the form and closed down the account per the merchant’s request.  With the merchant being under contract through...

6/20/2017 the early termination fee of $495 was applied.  Everything on our end was done correctly and the fee should have been applied in this case per the agreement that SignaPay had with the merchant.  With that said, SignaPay is going to honor the merchants request and refund them the monthly fees in good faith due to them selling the business.  We will be cutting them a check for the fees they paid November 2016 through February 2017.  We appreciate their business and wish them the best!

Initial Business Response /* (1000, 5, 2015/08/04) */
We receive many customer service related phone calls each day for a variety of different reasons. Some of those phone calls, as in Ms. [redacted]'s case, are questions regarding various account related items. Ms. [redacted] had called and asked the...

date of her initial term's expiration in which our representative provided that date to her. As a service-based company, our representatives would never assume she is looking to cancel and then immediately explain all options for cancellation and the cancellation procedure. This would not be a natural response for a company that prides itself on large family of happy customers. However, we do receive calls from time to time pertaining to our cancellation procedure or customers inquiring about cancellation in general, in which we describe that procedure to them and assist them in any way that we can. It is never our goal to collect one-time termination fees, but instead, to keep our customers happy and show them a service that never warrants them leaving in the first place. We do this by being honest and straight forward with every question any customer may have.
Additionally, all of our agreements carry a section titled "Term and Termination" that describes in great detail the cancellation procedure as well as the term's requirements. There are many reasons our industry carries an auto-renewal for one subsequent year if prior notification isn't given, but it is none-the-less clearly described in the application and even requires the initialing of that particular page signifying it has been read, understood, and agreed to by the customer.
Ms. [redacted] was a very valued customer of ours and we would be happy to reopen her account at no cost to her and refund her early termination fee in its entirety should she decide to continue utilizing our service.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative I spoke to was told I wanted to cancel. Her exact words were , "your contract expires in July of 2015, if you cancel now , you will be charged $495) so I waited to cancel officially until July of 2015. There was no mention of any 90 day notice. Please refund the $495.00 as soon as possible.
Final Business Response /* (4000, 9, 2015/08/06) */
Since we cannot disprove Ms. [redacted]'s claim, and she has been a very valued customer of ours, we have decided to honor Ms. [redacted]'s wishes and refund her termination fee in full as she is requesting. We always want to do the right thing, and sometimes the right thing is to be confident in and stand up for our company's honesty and integrity when it is occasionally and wrongfully challenged. However, the right thing to do in this situation is to take Ms. [redacted]'s word that she felt we should have done something differently and send her a check today for $495.00. We aren't perfect, but we'll continue to strive for it. We'd like to thank Ms. [redacted] and the Revdex.com for communicating this concern to us and providing a forum for a resolution.

After looking into this issue we decided to issue a 100% refund to this merchant due to the circumstances.  The PayLo program ended up not working out for their business at this time.

Initial Business Response /* (1000, 5, 2016/02/29) */
SignaPay originally contacted the merchant for an opportunity to earn his business by showing him a savings on his credit card processing bill, to which he accepted the meeting. SignaPay sent a representative to his business to analysis his...

bills and show him what we were able to save him. On one of his accounts we cut the bill by 51% and the other bill was cut by 10.5%. At this time the merchant chose to move forward and sign up with SignaPay to have us service his credit card processing needs and save him money on his monthly bills. SignaPay paying a cancellation fee was never brought up in this meeting with our representative; as he states in this complaint he didn't even know there was a cancellation fee at the time of the meeting. Therefore, how could this fee have come up in the meeting? SignaPay doesn't make promises to pay unknown fees, it doesn't make business sense. If we did make these promises and not follow through with the promises, we would have thousands of complaints.
At this point, these 2 accounts have been closed down and put into collections because of 2 consecutive months of ACH rejects. We attempted to work with the merchant and address the issues, but he was unwilling to work with us. This merchant will have no future bills from SignaPay going forward, but he did open 2 accounts with us and he does have an outstanding balance that needs to addressed. This will have to be addressed with the collection agency moving forward.

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.

I am rejecting this response because: It is not true. How is it that I have an email showing the cancellation form was sent on July 8th. I have nothing to do with their business processes/IT services and that they cannot find it on their end. Either way, it is interesting that they give no respect to a customer and are not willing to compromise in any way. Given this lack of caring/respect, I have no interest in doing business with them ever again and will share my experience with other businesses. My firm has been providing marketing consulting services for over 30 years and we have a broad network.I don't believe there is anything more Revdex.com can do. This company has revealed their lack of respect to their clients and I hope this will factor into Revdex.com's ranking of SignPay MN. Consumer ResponseAs
follow-up to my previous posting, I would like to say that SignaPay of MN
stepped up and offered a compromise that leaves us both satisfied.  It’s
unfortunate that there was a misunderstanding, but I am pleased to see that
they were willing to listen and work together toward an acceptable solution.[redacted]