Paya

Dear [redacted],   Thank you for your recent inquiry. We are disappointed to hear that you have cancelled your account with us. After further review, it appears the equipment that you purchased was directly from the provider, not Sage Payment Solutions. Per our terms and conditions of your...

contract, we (Sage Payment Solutions) have a cancellation fee. Your early termination fee is $800.00 (which include $775 ETF + $25 reject fee). We understand that you had a poor experience and we would like to apologize for that. As a gesture of goodwill, Sage Payment Solutions will be waiving the early termination fee of $800.00 on your account. We wish you continued success with your business. If we can be of further assistance, please contact us. Sincerely, Sage Payment Solutions

A review of the complaint was done. A communication was sent to Susana from Alpha Fumigation advising the account will be closed with $0.00 early termination fee. Also it was communicated that she will expect a refund for monthly fees paid from June 2016 to November 2016, total refund amount will be...

$489.85. We hope she can accept our resolution.  Thank you, Wil A[redacted],Supervisor, Customer Support.Sage

[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]

[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:1.  Sage Payment Solutions sales rep. [redacted] set up merchant account in 1999 with Sage Payment Solutions which resulted in unauthorized monthly debits of  ( $99.00. $199, & $299) over  $12,000.00 which was ACH debited from my account under the descriptor Merchant FEES.  No merchant statement was provided since 1999 for the $12,000 in Merchant fees.  The agreement stated "no other fees" and was breached.   Sage refuses to contact  other merchants who have had accounts set up with there sales rep [redacted] to varify that  unauthorized merchant fees  have been charged.2.   The sales Rep [redacted] has confirmed that the merchant contract set up in 1999,  does not call for a $195.00 cancellation fee after 15 years.   3.   There has been a material breach of the original 1999 merchant contract which outlined exact fee structures.    As per article 4.01  of the merchant contract, there has been a material breach of this merchant contract in that fees of over $12,000.00 have been chargers since 1999 and junk fees for in house PCI  non -compliant fee policies were charges when I have proven to Sage that we have always been PCI compliant and have sent in proof.   Because of this breach of contract, my company has paid up to 80% on credit card charges.  4.  Demanding a reimbursement for the $195 cancellation fee.5.   Demanding that Sage Pay back all  PCI  non-compliant fees charged to date.6.  Demand that Sage pay back all of the $12,000 in unauthorized merchant fees that my company holds Sage responsible for.If our demand are not met we plan to file suit against Sage Payment Solutions.
Regards,
[redacted] CEO[redacted], Inc.

[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:To fully resolve this issue, please credit back all of the non-compliance junk fees charged over the years.   All of the major credit card processors including [redacted] do not  charge these junk  fees.  Moreover, my company has proven beyond a shadow of a doubt that we have always been PCI compliant as per industry standards.   
Regards,
[redacted]









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Sage has resolved the refund issue for processing fees associated to [redacted], an has processed a refund of $1,077.12 on 10/13/2016. Sage considers the complaint resolved.

Dear [redacted]Thank you
for your feedback regarding our cancellation policy. Our terms and conditions
explain our termination policy and the auto renewal process. Sage is committed
to providing an exceptional customer experience to our merchants. We are always
open to feedback from our...

clients. We have forwarded your feedback over to your
sales office for follow up as well. Thank you for taking the time to share your
thoughts and concerns. We will share this information with the appropriate
departments. If there is anything that we can do to support you in the future,
please don’t hesitate to contact us.Sincerely,Sage
Payment Solutions

Thank you for your recent
feedback. While we understand this was a keying error, unfortunately any
transaction that is processed incurs a processing fee. Your account with Sage
Payment Solutions was closed in July 2015 and we agreed to waive the early
termination fee of $475.   We are...

unable to issue a credit to your
account. Please let us know if we can be of assistance to you in the future. We wish you continued success.Sincerely,Sage Payment Solutions

Please accept this correspondence as Sage Payment Solutions, Inc.’s (“Sage”) response to the Revdex.com complaint received by Sage on September 26th, 2016 regarding [redacted], Inc. (“[redacted]”). Sage’s investigation revealed that Sage denied [redacted]’s application for credit card...

processing service on the premise of suspected fraud.      As background, [redacted] is in the business of selling security and anti-virus software for computers. [redacted]’s merchant application was received by Sage’s underwriting team on August 15th,2016. As part of Sage’s standard underwriting process, Sage attempted to contact the owner listed on the merchant application, [redacted], to verify his identity.  Sage’s attempts to reach [redacted] were unsuccessful. Additionally, during the underwriting process, an individual called into Sage and purported to be [redacted].  The Sage underwriter questioned the caller to verify his identity.  The caller failed all FIVE verification questions asked by the underwriter.  The questions were generated by Sage’s identity verification provider, IDology.  [redacted]’s merchant application was ultimately declined due to inauthentic documentation and suspicion of fraud/ identity theft.      [redacted] was placed on the card brand MATCH list due to the suspected fraud.  The MATCH list is an industry wide list used to protect the public from fraud.  Sage has an obligation under the card brand operating rules to leave [redacted] on the MATCH list until the suspected fraud issues have been extinguished.  In addition to the suspected fraud, Sage contacted [redacted]’s previous merchant provider and learned that [redacted] was averaging an 18% chargeback rate while processing with the previous processor.   Sage’s review of the chargebacks allege the anti-virus software sold by [redacted] does not work as advertised.

[redacted] contacted Paya, to cancel the account on November 6, 2017. At that time, we agreed to reduce the cancellation fee to $175.00. We did not receive the signed cancellation request fee so the account remained open. Our Collections team closed the account in late January due to reject fees....

The fees previously due are on the account are listed below:  $175 early termination feeDecember fees - $74.45 ($49.45 December fees + $25 bank reject fee) January fees - $174.25 ($149.25 January Fees + $25 bank reject fee)$423.70 = total fees due We spoke with [redacted] on February 20, 2018 and explained that we were not able to collect the fees due to a stop payment that placed on the account. At that time, we waived $248.70.  As a good will adjustment, we will waive the early termination fee as well. This brings the balance to $0. If we can be of further assistance, please contact us.  Best Regards, Paya

September 28, 2015To Whom It May Concern,Please accept this correspondence in response to the complaint filed by [redacted] of [redacted]. As background, Sage Payment Solutions EFT, Inc. (“SPS EFT’) provides services for electronic verification and ACH conversion of consumer checks...

received at a place of business. SPS EFT processes the consumer checks via the Automated Clearing House (“ACH”) network and offers a funding guarantee to [redacted]. The relationship is governed by the Point of Sale Conversion Merchant Agreement (“Merchant Agreement”) dated 8/29/2012 that was signed by [redacted] of [redacted]. The agreement was received through an Independent Sales Organization (“ISO”), [redacted]. An ISO is a separate corporate entity whose affiliation is a reseller of the services provided by SPS EFT. The ISO forwarded the merchant agreement to SPS EFT and [redacted] was activated for services on 4/22/2013.[redacted] claims that [redacted] should not have been charged the cancellation fee of $199.00 because 1) monthly fees were charged when services were not used and 2) a notice of a term renewal was not sent.The section of the Merchant Agreement entitled “Merchant Acceptance" shows the signature with an agreement to the information on the application and the terms in the Merchant Rights and Responsibilities (“recitals”.) Please point your attention to section 18.2 under the recitals that explains term and termination fee. A merchant's service is active (regardless of use) until such time that a written request for termination and/or cancellation is received. The recitals do not define a scheduled term of service. The services are available for use, even if not used.The merchant is required to provide notice of cancellation 60 days prior to the cancellation. The request for cancellation from [redacted] was received on 9/17/2015. Therefore, all monthly fees for [redacted] are applicable until the written request for termination was received. [redacted] was scheduled for immediate cancellation instead of after the 60 days requirement as a courtesy.[redacted] has requested a refund from SPS EFT of the termination fee of $199.00. SPS EFT does not believe a refund is applicable as described above. SPS EFT anticipates that Ms. Meek’s concerns have now been met upon receipt of this letter. Please feel free to contact me with questions and concerns, Toll-free at [redacted].SincerelySage Payment Solutions

We spoke with [redacted] on August 17, 2016 regarding the balance on his account and came to an agreement. The balance on his account will now be $349. (reduced from $1099.00) Our Collections department will be in touch with [redacted] to establish a payment plan.   Thank you for choosing...

Sage. We wish you continued success with your business. If we can be of further assistance, please call us. Sincerely, Sage Payment Solutions Tell us why here...

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
email. On February 22nd, 2016 we received a response from [redacted]
with the...

following:
Dear Mr. A[redacted],
 
Thank you for your
response and calls. I apologize for my late response—I have been out of the
office a significant time lately.
I am grateful for your
help in this matter. Sage 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 account. The merchant account [redacted], [redacted] Account has been active since July 9th, 2009. The
account is [redacted] Compliant as of January 05th, 2016.  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 conditions. This case has been resolved.
Best regards,
Wilman
A[redacted]
Supervisor, Merchant Financial
Support
Sage
Office: ###-###-####
[redacted]@sage.com| NA.Sage.com
12120 Sunset
Hills Road, Suite 500 | Reston, VA 20190
The information contained in this
email transmission may constitute confidential information. If you
are not the intended recipient, please take notice that reuse of the
information is prohibited.

Sage has resolved the cancellation fee and balance due issue associated with [redacted]. No further actions need to be taken, the balance due has been waived by Sage 100%. Sage considers the complaint resolved

[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]

[redacted]We confirmed that your terms and conditions
were included in the welcome kit which was sent to you via [redacted] on
April 3, 2012. We would like to bring this issue to a final resolution. As a one
time courtesy we are going to credit your account $475. You will receive this
credit with 10-14 days. We wish you continued success with your business. If we
can be of further assistance, please contact us.
Sincerely,Sage Payment Solutions

[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:From: [redacted] <[redacted].net>Date: Mon, Aug 10, 2015 at 12:52 PMSubject: Re: ID # [redacted]- Sage Payment Solutions, IncTo: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>In reply to Sage Payment's reply, I would like to state that I closed my account in May, not July. It seems that every time I have communicated with someone at Sage, they come up with different information; i.e., different dates, different numbers, etc. Makes me wonder what is really going on.....  No consistency at all.  At the time I closed the account NOBODY AT ANY TIME FROM SAGE PAYMENT SOLUTIONS MENTIONED ANYTHING ABOUT A TERMINATION FEE OR THE WAIVING THEREOF!It seems INCREDIBLY, unreasonable for Sage Payments to take approximately $900. from my account for a sale that never took place!!; for them to say sorry, we know you made a keying error but we had access to your account, we took the money and we're not giving it back because, well, we don't really have a reason so we're going to say it's because you closed your account after this occurrence and we didn't charge you a termination fee.It would be advantageous  to settle this amicably, without getting a lawyer involved. Sincerely,[redacted]

[redacted]Thank you for your time today. Per our discussion, we will be refunding the $525 termination fee as a courtesy to you. We are disappointed to hear that you cancelled your account, but wish you continued success. If we can be of further assistance, please let us...

know.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]