South Middlesex Transportation Company

In response to the Revdex.com complaint ID#[redacted] from [redacted], I would like to point out a couple of very important items that the customer is not aware of.1.  Our phone system is in proper running order.  We close our office M-F for one hour from 11:30am to 12:30pm est for lunch....

 We have not experienced any telephone issues with other [redacted] customers calling in on our our Toll Free (800) telephone number.  All messages left in voicemail are checked and returned daily. 2. As for the customer's notary application which when we received it did not have all the appropriate forms needed to process with the State of [redacted].  Also it was missing a necessary signature which is required by the State of [redacted].  Without a signature or Notary Bond Form we were unable to process this application in a timely matter.  It was returned to the customer to complete and return.  Once we received the completed application back in the mail it MUST be re-reviewed for errors.  Applications that get returned for missing information will most definitely  cause a delay in the commissioning process. Our normal commissioning process time without application errors can take up to 6-8 weeks.  This is why we send out our notary renewal notices to our customers (5) months in advance of expiring.  3. As a National Notary Service provider that  has been serving [redacted] notaries for over 20 years and have processed thousands of [redacted] notary applications for notary commissions. We take pride in having a zero error tolerance, which is to the benefit of the customer and to the State of [redacted] notary division. We also offer our customers the best prices in the state for all full service notary packages.  4. A refund for the entire $87.00 will be completed and mailed out to the customer by 09/30/16 and a copy of this complaint has been noted in the customers file.

I'm responding to the rejection of this complaint ID#[redacted]. 1.  If the credit card was not declined to begin with which caused at least a 30 day delay the applicant would have been properly commissioned well in advance of expiration.  This application was placed on hold until payment was received. I was not going to release her application until closer to commission giving the customer an opportunity  continue with the service or choose another service to process her application.   2.  The customer was advised numerous times by [redacted] as to her application status and the cause of the delay being the DECLINED credit card.  Credit card applications that are declined are placed on hold and must be released  and re-reviewed closer to the customer  expiration date.  This is due to the credit card being DECLINED the initial time when going through the commission process and avoiding a credit card charge back from the customer.  If this would have happened,  I would have contacted the [redacted] office and advised them that payment was not received and we will be voiding out the notary bond and canceling the stamp. As for the batch time to the State it is not relevant in this case, because as the [redacted] of this notary service I will not release declined credit card applications until the commission date is closer to avoid a credit card charge back by the customer. 3.  This renewal application has been approved by the State of [redacted] 06/24/164. The customer has been properly commission by the State of [redacted] and the official stamp will be ordered and expedited to her.  This is my response to the customers rejection.  All processing has been completed at this time.

This response is in reference to  Revdex.com complaint ID #[redacted] for a [redacted]. As the [redacted] of [redacted] Notary Discount Association Co, we process hundreds of notary renewal applications with the state each month.  Sometimes there are many reasons why an application is not...

properly processed in a timely matter.Below. I have listed out an explanation of events that transpired in the processing of [redacted]'s notary application1.  Her renewal application was mailed out to her approximately 5 months in advance of her notary commission expiration date of 07/06/16.2.  We received her application and payment on or about 03/08/16.3.  We processed her credit card payment for $98.95 on 03/09/16 at which time the credit card DECLINED.4.  On 04/07/16 we verified the credit card numbers and attempted to rerun the credit card for payment.5.  Once the credit card payment was received and payment was received with than began the processing of her application with our review department. 6.  The application was delayed due to the credit card declining and causing approximately a 30 day delay.7.  On 06/24/16, [redacted] from my office provided a contact number to the state as her application had problems from the beginning. 8.  [redacted] was advised that the cause for the delay was the credit card payment declining. 9.  On 06/24/16, we emailed her application to the State of [redacted] notary [redacted] who has commissioned her and we are now waiting for the final approval of her new Commission number      so we can then have her Official notary stamp expedited to her. 10.  [redacted] from my office briefed me on the entire conversation as she tried to make [redacted] understand what had transpired during her notary renewal.  Finally, we process hundreds of notary renewal applications in [redacted]  and the payment must be received before we can begin the audit process with the state.  There are times that customers payments decline or the application if missing required information that the state needs to properly  commission a notary.

Complaint: [redacted]
I am rejecting this response because:There lack of customer service-they took the money right away in September-and yet it still took over 2 months for me to receive my items. I missed out on a total of $700 worth of Notary Signing Agent jobs due to their lack of efficiency. They have offered no resolution to this matter. Since my employer pays for my commission it doesn't';t matter that they sent me a renewal 6 months prior. I work for the [redacted]'s Office (a [redacted]) which everything has to be budgeted. Also since I have been a Notary my this is the first time that my expiration date has changed. They need to resolver this matter and not keep making excuses.
Regards,
[redacted]

We did receive the customer's application. The application had to be mailed back to her on April 20th because of missing information.  We received the application and it went through the review process again and was sent to the state for approval on May 27th.   We received the customer's...

certificate from the state and it was mailed to her on June 14th and her Notary Public Stamp seal was shipped to her from our Stamp Manufacturer on June 10th.   Our Company is a Nationwide Company and we receive hundreds of applications in this office everyday that we process by batch.  Once one batch is completed we move on to the next batch.  When a customer's application has to go back for missing information and it comes back to us there is a delay because the application goes back through the review process again which causes a delay.  For the State of Florida the average time is 6 sometimes up to 8 weeks to complete.  If you should have further questions, you may call ###-###-####.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have since received the materials expected and I am satisfied. A simple email from the business could have eliminated the confusion.
Best Regards,
[redacted]

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]

We received the customer's application in December and upon reviewing it we found that there was missing information on her application.  The application was mailed back to her on or around December 10th.  A phone call was received by the customer on or around January 6th, and on that day...

the customer service representative explained that when we receive the corrected application it will be reviewed again and it averages another 3 to 4 weeks.  The customer's application was sent tot he state on or around January 25th.  We received the Notary Public Certificate on January 29th from the state mailed the certificate to her and ordered her stamp.  It takes our stamp manufacturer 3 to 4 business days to make the stamp and they will ship the stamp to her and when they do they will send a notice to her with a tracking number.We are a nationwide corporation and for [redacted] we received 100's of applications from the post office in batches a day.If you have further questions you may call [redacted].

This is in response to the custom's rejection of our response.  The customer's stamp was delivered on November 10, 2015 at 11:;09 am.  We are a nationwide corporation and for that reason our processing time can run 4 to 6 sometimes 8 weeks depending on the amount of applications received with the customer's batch which was over 100 applications.  We do have a company that sends out applications to customer's whose commissions are up for renewal 6 months before the expiration dates.

Complaint: [redacted]
I am rejecting this response because:I think this business has a history of poor business practice. While I understand I was lax as a consumer, they as a business kept by money for over 4 months prior to me following up.  They claim to have returned my paperwork back in early December for completion, yet a notary application has very few areas to complete and my application was completed properly both times it was sent (in November and March). Why cash my check if they didn't process my paperwork. My check was for their services being rendered, processing my notary with the [redacted], which to date has still not been done.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is now November 9, 2015 and I still have not received my Notary Stamp and once again I was forced to reject a Notary Signing Agent Job ($200 lost). The excuse that they can only send them 35 at a time-Per the Notary Public [redacted] they are uploaded electronically - their claim to be a National Discount place is a false statement also - They have coast me a lot of money as well as not being able to notarize documents for my 8-5 job at the [redacted]'s office. I would like to be compensated for the jobs I have had to reject as well as my stamp - they were quick to charge the company's credit card to get their payment, so they need to compensate my losses.
Regards,
[redacted]

We received the customer's application in early November along with hundreds of other applications.  We reviewed all of the applications,  typed them in our database and provided bonds for them.  Once this was completed the applications were sent to the state for approval on or around...

November 30th. The state approved the applications and we received the certificates on December 7th at which time all stamps were ordered.  We received notice from our stamp manufacturer that the customer's stamps shipped out on December 11th and per tracking number [redacted] his stamp was delivered on December 14th.     Also on December 7th,  our phones and internet access was down due to an outage in the area.    The state notified us that the customer was asking about his application at which time a call was placed to him by one of our customer service representatives using her personal cell phone at 11:30 am  The customer didn't answer the phone so a message was left for him to let him know that  his application had been approved and that his stamp had been ordered for him.  We are a nationwide corporation and [redacted] is by far our busiest state and processing time for this state,  depending on the amount of applications received in each batch,  would  average about 6 weeks to complete. If you should have further questions you may call [redacted].