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Simpay Reviews (23)

I am having our merchant support department reach out We have the signature of the merchant, plus bank info and Social We do our best to verify all our customers through credit reports and Business records found at [redacted] *** As a financial Institution and governed by the patriot act We check all information, talk to customers and mail out Welcome packages to confirm identity It is unlikely that we would open an accoutn with out verifying the infoAs posted on our Website, [redacted] page and emails to all our customers [redacted] is looking at our Toll Free number as we have had issues the past days they promised aresolution by 07/22/It seems a company tried to hijack our number through a port move

the merchant is not due any refund He was not refused paper delivery, rather he was refused an excessive paper order we only send enough paper for the merchant for a days of processing he requested more.Per the PCI security council and the associations all merchants must fill out an SAQ each and every year starting with days prior to expiration we start emailing reminders to the merchant's self entered email address and the frequency increases from once a week to times a week the final week and each week after compliance has expired these requirements can be viewed at https://www[redacted] .org/ We gacve each merchant months notice in prior to requiring certification and warned of a non compliance fee.in our estimation no refund is due

this customer signed a year contract we do not have any calls into our tech support department or our company stating the above problems as in all contracts billing starts once account is approvedThe customer didnt even call us to cancel the account.we have tried for five months to get in contact with the customerwe reached out to the merchant on Febuary 19, may 24, may may [redacted] finally called us back on June stating they were no longer processing with us We stated what needed to be done to cancel the account On July 6th we finally received the cancellation letter we waived the cancellation fees of 2, the months the account was open we are billed by the networks regardless of the processingwe called the merchant times starting in feburary through june 6th Received email from rep : "Please close accountPlease do not charge cancellation feeBecause they will give me at business when current contract is done" Forwarded to RH : "Hi Robert, This cancellation is for MID : [redacted] / [redacted] (I confirmed with rep the account)The merchant signed a TPA with us, with a contract end date of 2/28/The Early Termination Fee would be : $3,Please review rep’s request and adviseAlso, will we accept this cancellation letter for the account? The owner’s name is correct but the Merchant Name is listed as “ [redacted] ***” on the form instead of [redacted] ."

[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 as Answered] Complaint: [redacted] I am rejecting this response because:All the gift cards we were using were activated.One day they told us they were going to fix the gift card issue since we paid them, by asking someone else in their company for advise on how to fix itI call them next day and told them the issue persisted and was told they would work on it that day againI took one month off from work and came back and the issue still exists Our understanding is that they want a contract, but any time thy bill us we paid them, and in this case they haven't resolve the gift card issueWhats up with this? If they do quality service work, then we would think seriously about a contractWho provides assurance that if we get a contract, we'll get good service? Past experience with them shows the opposite Regards, [redacted]

thsi is one of our customers they own a [redacted] in tennasee they signed an application for [redacted] processing through our sales rep Sammey g*** Our underwritter spoke to him since he has a fraud alert on his credit

the merchant does nto have a support contract he is billed per call and is hesitant to pay most recently he called on july 17th we again notified him that he didnt wish to pay for a support contract and the call would be billed we answer his call each time he calls with a support contract he wouldnt have to pay for one off callshe has called times this yearhere is the transcript from the most recent call 7.15.17: PROGRAMMING: IBC from [redacted] stating that ‘nothing was working’ I asked him to clarify and he said ST2, credit cards, printers and gift cards were not working I explained to him that he did not have a support contract to we would have to bill $to continue the call, he gave authorization to bill I dialed in and saw that someone had deleted the workstation profiles from the system STauto created a profile but nothing was setup within the profile Setup the workstation profiles for both stations then restarted the software This was causing all the issues they were having [redacted] called in later and said gift cards were not working, that the system was saying ‘Cannot find card’, I explained that they only have about gift cards activated in the system and if the card is not activated in the system, the system won’t be able to find the card (I believe someone from ***’s also cleared their sales at one point which also clears gift card info)He understood03/08/ [redacted] called in last night needing help with a $gift card that seemed to have lost it's value I informed him that this would be a billable call and he said they'd call in the morning

I am not sure why this is a complaint there have been no calls to our Tech support center since july 17th His original complaint was to answer his questions, I showed that each time he calls we do Unfortunately like an [redacted] , or any software, to get non paid support you need to be on a support contracthe is nto on a support contract, and as he calls in he is billed a system may not work with several reason, including inproper training, a mistake or a software issue Liek when you call [redacted] , they charge you to help you fix the system If he would liek a support contract, he can signup for one and he will not be billed

From: < [redacted] @***.com>Date: Thu, Aug 4, at 6:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Who's is this sending these email what's your name? Whats your position at the alpha card stealing money services ? When I called Cathy I explain to her that it's not my fault that the form was mislabeled and that the amount should be refunded, do you understand the point?!!!! She said she will have the supervisor call me at my cell number which she asked for after that supervisor gets out of his meetingI never got a call back and I know I will never get one from supervisorIf you were that smart supervisor who writes these emails please take responsibility for whatever suspicious practices that you business does and stop taking people's money just like thatAnd look at this you even threaten to take that more money what a disgrace that's not how customer serviceYou just want me to shut up and not send emails, because you know this exposes the ludicrous practices of this company called alpha card service for stealing moneyWhy don't you have her email me if you concerned about solving the issues and just to prove it to the whole world here is my email: [redacted] @***.com, I will prove to whole world you are not concerned about solving the issue this way you can suck more money from people's account Now you can go back to that meeting or suck people's money !!!!

As we explained to *** He stated his business is closingwe would waive the Early termination fee is he provided a city, state or federal document that the business ceased operations Our contracts as do all processign contracts auto renew each year for another monthsWe faxes the
Terms and conditions that he agreed to at time of boardingit was an initial year term auto renewing yearly there after.Spoke with merchant in regards to cancellation request*** submitted a cancellation request because he is no longer taking credit cardsI asked if he was closing the business and he did say yesI proceeded to explain the what documents would be needed and he said I dont have anything like thatI told him without those documents there would be a $cancellation feeThat is when the conversation turned hasty*** said he was in a month to month after his initial contractI apologized to him but told him it was year to yearHe kept saying no, month to monthI mentioned that I would send him the terms to review and he agreed stating he will send it to a lawyerFaxing merchant contract and T&Cs by Alicia M***Again it is our policy to waive these fee if business go out of business as he claimed but has been unwilling to provide documents verifying such

[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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
THAT IS NOT MY SIGNATURE AT ALL
EVEN SO IT'S A GOOD MATCH VERY WELL DONE BY YOUR SALES REPMRSAMMY G***
WHO HAVE TO ANSWER FOR THIS FORGERY IN A COURT OF LAW

See attachedwithout the signature and
attached application we couldnt pull his credit or approve his accounthis signature on the application matches the drivers licences that was also submitted they also provided their checking account. we also tape all phone conversations We also have a recordign of *** confirming all information and as is required by the fraud alert he has on his credit report we can not upload the MP

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I [redacted] never signed any documents, you guys can see my original signature on my DL or ID or Passport and they can not match because i never signed. . My son [redacted] told me that before KC J[redacted] set up the merchant KC J[redacted] did text him explaing that there is no contract I have attached a screenshot of the text. [redacted] also have audio recording where KC J[redacted] did say that [redacted] never signed a contract, KC J[redacted] did ask my son [redacted] for bank info and Social. Please see attached document. I [redacted] ask Alpha company to cancel my account and do not charge any cancellation fee because I [redacted] never signed any paperwork no contract. Thank you 
Regards,
[redacted]

I am having our merchant support department reach out.  We have the signature of the merchant, plus bank info and Social.  We do our best to verify all our customers through credit reports and Business records found at [redacted].  As a financial Institution and governed by the...

patriot act.  We check all information, talk to customers and mail out Welcome packages to confirm identity.  It is unlikely that we would open an accoutn with out verifying the info.. As posted on our Website, [redacted] page and emails to all our customers.  [redacted] is looking at our Toll Free number as we have had issues the past 2 days.  they promised aresolution by 07/22/2016. It seems a company tried to hijack our number through a port move.

We do not record voice messages as it is illegal to record anyoen without their knowledge or consent.  there are history notes that record or memorialize each phone call in our CRM.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:All the gift cards we were using were activated.One day they told us they were going to fix the gift card  issue since we paid them, by asking someone else in their company for advise on how to fix it. I call them next day and told them the issue persisted and was told they would work on it that day again. I took one month off from work and came back and the issue still exists.
Our understanding is that they want a contract, but any time thy bill us we paid them, and in this case they haven't resolve the gift card issue. Whats up with this? If they do quality service work, then we would think seriously about a contract. Who provides assurance  that  if we get a contract, we'll get good service? Past experience with them shows the opposite.   Regards,
[redacted]

the merchant does nto have a support contract.  he is billed per call and is hesitant to pay.  most recently he called on july 17th.  we again notified him that he didnt wish to pay for a support contract and the call would be billed.  we answer his call each time he calls....

 with a support contract he wouldnt have to pay for one off calls. he has called 4 times this year. here is the transcript from the most recent call 7.15.17: PROGRAMMING: IBC from [redacted] stating that ‘nothing was working’.  I asked him to clarify and he said ST2, credit cards, printers and gift cards were not working.  I explained to him that he did not have a support contract to we would have to bill $125 to continue the call, he gave authorization to bill.  I dialed in and saw that someone had deleted the workstation profiles from the system.  ST1 auto created a profile but nothing was setup within the profile.  Setup the workstation profiles for both stations then restarted the software.  This was causing all the issues they were having.  [redacted] called in later and said gift cards were not working, that the system was saying ‘Cannot find card’, I explained that they only have about 20 gift cards activated in the system and if the card is not activated in the system, the system won’t be able to find the card (I believe someone from [redacted]’s also cleared their sales at one point which also clears gift card info). He understood. 03/08/2017 [redacted] called in last night needing help with a $20 gift card that seemed to have lost it's value.  I informed him that this would be a billable call and he said they'd call in the morning.

this customer signed a 5 year contract.  we do not have any calls into our tech support department or our company stating the above problems.  as in all contracts billing starts once account is approved. The customer didnt even call us to cancel the account.we have tried for five months to...

get in contact with the customer. we reached out to the merchant on Febuary 19, may 24, may 25 may 31.  [redacted] finally called us back on June 6 stating they were no longer processing with us.  We stated what needed to be done to cancel the account.  On July 6th we finally received the cancellation letter.  we waived the cancellation fees of 2,558.58.  the months the account was open we are billed by the networks regardless of the processing. we called the merchant 7 times starting in feburary through june 6th.  Received email from rep : "Please close account.. Please do not charge cancellation fee. Because they will give me at business when current contract is done" Forwarded to RH : "Hi Robert, This cancellation is for MID : [redacted] / [redacted] (I confirmed with rep the account). The merchant signed a TPA with us, with a contract end date of 2/28/21. The Early Termination Fee would be : $3,497.64. Please review rep’s request and advise. Also, will we accept this cancellation letter for the account? The owner’s name is correct but the Merchant Name is listed as “[redacted]” on the form instead of [redacted]."

From: <[redacted].com>Date: Thu, Aug 4, 2016 at 6:23 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Who's is this sending these email what's your name? Whats your position at the alpha card stealing money services ? When I called Cathy I explain to her that it's not my fault that the form was mislabeled and that the amount should be refunded, do you understand the point?!!!! She said she will have the supervisor call me at my cell number which she asked for after that supervisor gets out of his meeting. I never got a call back and I know I will never get one from supervisor. If you were that smart supervisor who writes these emails please take responsibility  for whatever suspicious practices that you business does and stop taking people's money just like that. And look at this you even threaten to take that more money what a disgrace that's not how customer service. You just want me to shut up and not send emails, because you know this exposes the ludicrous practices of this company called alpha card service for stealing money. Why don't you have her email me if you concerned about solving the issues and just to prove it to the whole world here is my email: [redacted].com,  I will prove to whole world you are not concerned about solving the issue this way you can suck more money from people's account.  Now you can go back to that meeting or suck people's money !!!!

I am not sure why this is a complaint.  there have been no calls to our Tech support center since july 17th.   His original complaint was to answer his questions,  I showed that each time he calls we do.  Unfortunately like an [redacted], or any software, to get non paid support you need to be on a support contract. he is nto on a support contract, and as he calls in he is billed.  a system may not work with several reason, including inproper training, a mistake or a software issue.  Liek when you call [redacted], they charge you to help you fix the system.   If he would liek a support contract, he can signup for one and he will not be billed.

the merchant is not due any refund.  He was not refused paper delivery, rather he was refused an excessive paper order.  we only send enough paper for the merchant for a 90 days of processing.  he requested more.Per the PCI security council and the associations all merchants must fill...

out an SAQ each and every year.  starting with 60 days prior to expiration we start emailing reminders to the merchant's self entered email address and the frequency increases from once a week to 3 times a week the final week and each week after compliance has expired.  these requirements can be viewed at https://www.[redacted].org/.   We gacve each merchant 6 months notice in 2014 prior to requiring certification and warned of a non compliance fee.in our estimation no refund is due

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