ComplaintsforSignature Payments

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****** was my salesperson when I signed up in 2019 for credit card processing services for my business. I explained to her one of my pain points was completing the annual PCI compliance, it is something I know nothing about. I have tried to complete the reports unsuccessfully in the past. Today I called and was hung up on by a rep named ******* who was extremely rude and impatient. While my tone with her may have been a little frustrated, I feel it is warranted. I called back and spoke with *******, who was much easier to speak with. ******* explained that I have been paying non-PCI compliance fees since 2021. She sent me to a supervisor named **** who was short and rude as h*** with me. I asked him why he was so confrontational and he explained that I'm not getting a refund. What kind of de-escalating response is that?? I could not finish a sentence without him interrupting shouting "You're not getting a refund". I couldn't even explain my reasoning, he would'nt listen at all. His continued aggressive attitude sent me over the edge, I cussed him out, I lost it and hung up on him. They really need better training! I will not let this issue drop until the promises your rep made to me are fulfilled.

  Business response

  01/25/2024

  ******************,
  
  We apologize for the mounting frustration you experienced while attempting to find a resolution for your *** non-Compliance ********. We can confirm that your merchant account was *** Compliance from the date of opening through June of 2021. At that point your Annual *** Renewal notices were sent to the email on file, and per the system generated activity, you became compliant again in December of 2021, where you completed your *** Compliance with a member of the *** Apply Support Team, and were sent your *** Compliance Certificate and validating documents via email.
  
  From there you maintained your compliance through December 2022, and your renewal notices were sent to you via email on November 6, and 28th, and then again on December 5, 2022. From there you were non-compliant until current. The Activity history on your *** Apply account confirms that you attempted to reassess your *** Compliance on 11/7/2023 and at this time it is still outstanding.
  
  Please be aware that it is always our goal to assist our merchants to maintain their compliance. At this time, if you can contact *** Apply ***************) to assist with completing your SAQ, they can validate your compliance and we would be more than happy to issue you 3 months of refunds for your *** Non-compliance Fee. From there, we will continuously encourage that you monitor your email on your *** Anniversary window, so that you can login and confirm that your account is the same and re-attest that you are compliant. If you do this annually, you will not have to re-answer those questions over and over.
  
  Please feel free to contact Signature Payments directly and please ask for ***************************** or a member of our Compliance Team and we will ensure a prompt resolution.
  
  Thank you again!

• Initial Complaint

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company has been holding my funds for almost 3 weeks, initial release was declined cause I was transitioning banks, submitted all proper docs for them to deposit into my new acct and still they will not release a payment for over $5600, I've been calling multiple times a day and every time I get a different answer, called *** bank several times and they have nothing incoming from them.I've been calling every day for the past 2 weeks and the (supposed) manager "*****" has gone from telling me "I don't know why you don't have your money, I will investigate into this" to ignore me altogether, she won't even reply emails and will ignore me when I call. One of their own employees suggested I should get a lawyer so there you have an insiders opinion on how this "bank" treats their customers. AVOID like the plague! Another perk is they hold a "reserve" fund forever and when you call and ask how come they haven't refunded said money they just lie to your face and claim "they do not hold reserve funds", a complete lie since *** payments confirmed they do -they charge over 4.0% on CC purchases- , best thing you can do if you want to become bankrupt is to deal with these people, guaranteed. Bottom line, you get paid and they do not release your funds nor give a reason or explanation on why or when they are going to do it.

  Business response

  09/28/2022

  Consumer Response /* (2000, 6, 2022/09/23) */ Money has been released, please close this case. Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩