ComplaintsforNational Notary Association

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lock my credit card due to all the fraud going on. I might say there app asks for SSN number and local in state does not. Raises a flag. Anyway I saw payment declined from NNA I was like what is NNA and it dawned on me it was National Notary Service.I unlocked my card and then the payment posted on my Credit Card. I then received an email stating the payment was declined. I had already made a payment to my card company ... I called the card company and now they are reaching out to them and have file a dispute.

  Business response

  04/22/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you experienced regarding the declined payment and subsequent confusion with the National Notary Association.
  
  Upon reviewing your account and the provided details, we understand that you encountered a declined payment from NNA, which led you to unlock your credit card. Subsequently, the payment to NNA was successfully processed after unlocking your card. We acknowledge that this sequence of events caused frustration and concern.
  
  We want to assure you that we take the security of our customers' financial information very seriously. Regarding the application wizard on our website, we appreciate your feedback and understand the concerns raised. It's important to note that the application wizard is a completely optional tool designed to assist in properly filling out the application. This tool is available to enhance user experience and improve the accuracy of applications, bringing us in line with industry standards. The following discloser is posted on our website prior to utilizing the tool and entering your SSN. If you dont feel comfortable using this tool, then you can print and fill out your application as you normally would.
  
  The disclosure of a Florida notary public applicants social security number is expressly required by Fla. Stat. 117.01(2) and is imperative for processing notary public commission applications. Please be advised that social security numbers are only used for processing the notary application and are exempt from disclosure pursuant to Fla. Stat.119.071(5)(a)5.
  
  Once again, we apologize for any inconvenience and confusion this situation may have caused. Please be assured that we are committed to resolving this matter swiftly and to your satisfaction. If you have any further questions or concerns, please do not hesitate to contact us directly.
  
  
  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company has repeatedly refused to submit the notary renewal application to the State of ********. It spent many months without taking any action and then quietly shelved my application because it was deemed to not meet their standards. Resubmitting the application was met with the same response. They continue to refuse to file my application for renewal with the State of ********.

  Business response

  02/23/2024

  
  Thank you for bringing your concerns to our attention. We take customer feedback seriously and aim to address any issues promptly and effectively. Upon reviewing your complaint, we have traced the timeline of events regarding your Notary renewal application. Here's a detailed summary of the interactions:
  
  Your original order was placed on our website on 10/26/2022.
  We received your application on 12/15/2022, where we noted that a copy of the drivers license was missing, and the oath signature did not match the printed name.
  We promptly notified you by email on 12/16/2022 regarding the missing information.
  Despite follow-**** it was observed on 02/02/2023 that the oath signature still did not match the printed name, and there was a repetition of the same issue.
  On 03/06/2023, we informed you about a new requirement from the State of ******** regarding the inclusion of ********************************* on all applications.
  Subsequent submissions faced similar issues, including discrepancies between printed names and signatures.
  

  We continued to guide you through the application process,offering assistance and providing necessary links and resources.
  Notably, the changes introduced by the State of ******** in mid-2023 added complexity to the renewal process.
  We acknowledge the frustration these challenges may have caused you. Please accept our sincerest apologies for any inconvenience experienced. It's evident that you've made concerted efforts to comply with the evolving requirements, and we appreciate your patience throughout this process.
  
  Moving forward, we remain committed to assisting you in successfully completing your Notary renewal application. We are currently waiting a corrected application so that we can submit it on your behalf and have confidence that the state will not reject it due to errors. Our team is available to provide guidance and support at every step. If you require further assistance or clarification,please don't hesitate to reach out to us directly.
  
  We value your business and the opportunity to resolve this matter.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I submitted an application for a notary commission in the state of IL. Part of this process included sending my application to the *** to review and submit to the state of **. It goes through them by proxy so that they can attach the bond information.Like many others, they are trying to endlessly reject my application with false or incorrect claims. They are then gaslighting me into thinking that I'm being neglectful when I use their site to fill out the application and follow its directions.They sent me an email on 2/6/2024 which I cannot attach here due to the privacy notice at the bottom of the message. I then replied to them with the attached email.I used this same site for my WA commission, and there were 0 hurdles because I submitted it myself. I would prefer to do that again if it relieves me of this endless cycle of dealing with the ***'s application rejection and rude customer service.I called in to ask about the application before submissions. They essentially told me to make up a signature so that it matches my ID, which is silly. My DL has my first and last name only in my signature, but the *** representative told me to invent one with my middle name that cannot be verified ANYWHERE on any legal document that I've ever owned. That seems fraudulent.So, this company needs to get its things in order instead of putting hardworking people through the ringer. Every time I have to submit a new application, I have to call of work, take an uber, pay for postage, shipping, and handling, pay some notary to sign, then wait (and repeat). I can't do that at my own expense of both time and money.So, submit my application or send it to me with the notarized bond information, and I'll submit it myself.The only other option is a refund of everything but the certification test. I'll go through another company to get things submitted and done ONE TIME.

  Business response

  02/09/2024

  
  Thank you for bringing your concerns to our attention regarding your notary commission application process. Your feedback is valuable, and we apologize for any frustration or inconvenience you've experienced.
  
  I've thoroughly reviewed your file and had a discussion with you to address your specific issues. Firstly, regarding the requirement for including your middle name in the application, I appreciate your concern about its authenticity. However, I've confirmed that this inclusion is indeed a recent change in the IL requirements. Per our conversation you now understand this necessity and are prepared to proceed accordingly, ensuring compliance with all necessary documentation.
  
  Furthermore, I've reached out to the state authorities regarding the designation of "Self Employed" versus "N/A"on your application. It has been clarified that "N/A" is indeed acceptable in this context, and your application will be updated accordingly.
  
  Regarding your digital signature, I understand the importance of ensuring its accuracy. You have been instructed to email a copy of you digital signature to facilitate the submission process. Once received,we will expedite the submission of your application to the state, ensuring a timely process.
  
  Your satisfaction is our priority, and we are committed to resolving these issues quickly and efficiently. Please rest assured that we will work diligently to streamline the process and minimize any further inconvenience to you.
  
  Thank you for your patience and understanding as we address these matters. 

  Customer response

  02/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am still in working with a contact from NNA and will complete the remaining actions required to complete this transaction. Nevertheless, it seems this straighforward.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  11/10/23 I followed the written and oral instructions exactly and submitted my application via certified mail. Order # *******, $133.52 11/25/23 I received an email that said I needed to fill out an application but to disregard if I had already done so. 11/27/23 I received another email "We are reviewing your Notary application, and the state requires the following additional data from you before they will accept your application:Missing business address, if self-employed business address and home address must match address exactly as shown on driver license. New application is required." On the application form that I filled out, it states explicitly to "Include a business address only if its different from your residential address. If it doesnt apply, or if you arent going to perform notarizations for your job, write N/A. If you are self-employed, write Self Employed." I emailed a response, asking for clarification because my business address is NOT different from my residential address. 11/28/23 I called for clarification but the person I spoke with was only able to parrot the notes in my account without any explanation or clarification.

  Business response

  12/22/2023

  This customers issues on her Notary Application were resolved and her application was submitted to her State on 12/5/23.  Our customer was sent an email confirming these details and the submission of the Application.

  Customer response

  12/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have held my money for 4 weeks now on a renewal. They say they are waiting on "my renewal application", though all of that was done at the time of the order. They say they do not send follow up correspondence (even after 4 weeks) saying they have not received it, so I had no idea until I contacted the state. They did not respond to my email requesting status of my order. I called the toll-free number to get a run-around and refusal to give me their employee information to file a complaint. Requested a refund (since they have not done anything in 4 weeks) and they said they will "put in a request", but it goes to a resolutions department, and they determine a refund.

  Business response

  11/20/2023

  Dear ******************************;

  I wanted to address the concerns regarding your renewal order with us. Firstly, I apologize for any inconvenience you've experienced during this process. It's important to clarify that when you placed your order on our website, there was a clear indication that an application is required. This application is a crucial part of the renewal process, and we provide a convenient link to our application wizard on our webpage to assist customers in completing this step.
  

  Additionally, we send an email confirmation to the email address we have on file to acknowledge the order and to remind customers of any outstanding requirements. We noticed that the email address we have on file differs from the one submitted with your complaint, which may explain why you did not receive our correspondence.
  

  I'd like to inform you that we have taken immediate action to address your concerns. A refund for your order was processed this morning, and you can expect it to be posted back to your account within 3-5 business days. Please note that the exact timeframe may vary depending on your financial institution.
  

  We value your feedback and take your concerns seriously. If you have any further questions or need assistance with anything else, please do not hesitate to reach out to our customer support team. We are here to help and ensure a smoother experience moving forward.

  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.

  
  Sincerely,

  ***********************

  Customer response

  11/20/2023

   
  Complaint: 20884192
  
  I am rejecting this response because:
  
  I immediately completed the application as instructed and never received communication to either of my email addresses from them, other than the confirmation of my order. I use a different email address with them because of the amount of spam emails I get after visiting their site. Not sure if they sell customer information, or what.
  

  I also want a resolution to the customer service issues I endured (no response to email until today!!!! As well as their **************** Manager refusing to give me his full name and title to file a complaint).
  

  Sincerely,
  
  *******************************

  Business response

  12/05/2023

  We have reached out to our Customer and have attempted to resolve all her issues to complete her order process with the NNA.  We have also issued a full refund of her order and have offered to complete here order at no charge should she wish to move forward with her order.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/09/2023 I order a $25,000 E&O Policy for my notary commission that cost $35.00 and is good for one year. At the inception of the purchase, I contacted the company to let them know I uploaded my notary card and that I wanted a digital copy of the policy to conduct important business. I was informed to send my notary document via email and so I did. To date I have not received my digital copy and I am beginning to believe that I have been scammed since I have not received any document that confirms my payment. I am concerned about identity theft as well as being ripped off. Order7781753 Policy#**************

  Business response

  08/11/2023

  The Errors & Omissions policy order #******* was placed on 8/9/2023. We received the commission document required to issue it via upload that same day at 3:10 p.m. It was also emailed as an attachment at 3:41 p.m.
  
  The policy was released on 8/10/2023 at 3:32 p.m., one business day later (our turnaround time can be up to two business days to process). The policy was emailed to *********************************** early in the morning on 8/11/2023 and is effective from 8/10/2023 until 8/10/2024.
  
  We are following up with the customer to confirm the email address and ensure they received it now.
  

  Customer response

  08/11/2023

   
  Better Business Bureau:
  
  The document was eventually received after several requests. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************************

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I work for a company that requires I use National Notary Association to order a background check. NNA uses Background Checks online. Its been over 30 days and I still have not received my background check. I contacted Background Checks Online and they pointed the finger at Parker County and their online system being down. I reached out to National Notary Association and they offered no help in expediting the process. I am not able to work as a notary without the background check. I am missing the opportunity to earn income daily. It should be against the law for a company to have a monopoly on background checks in a particular industry.

  Business response

  04/20/2023

  We have confirmed with BGO that ******, ** is having issues with their public terminals over the past 2-3 weeks which is the location of our customers address history needed to complete her screening. There is nothing the *** can do at this point. BGO is trying to complete her screening as quickly as possible and supplied her with a delay letter earlier this week.
  
  One additional note, our customer states she cannot work as a ********************** due to the *** delay,which is not accurate. Our screening has nothing to do with her Notary commission. She cannot work with companies who rely on our *** to vet the people they use as ****** We do not have a monopoly. Some companies in this industry do not follow the *** standards and it is up to each company if they are willing to hire a person without our screening or a screening performed by another company.  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had made a purchase for my daughter to become a signing agent, last year she never took the course so I decided to ask for a refund on 3/3/2023 I was told by the agent the answered the call that a refund will be returned to the credit card I use I ask which one she said it was a master and gave me the last 4 number I told her I do not have access to that card anymore to have then sent me the check instead, two weeks want by and I call about the check again I was told it was sent if it comes back rejected then we will send a check two more week want by now it 3/27/23 and I still got no check call again got another agent who claims they see all the notes and will issue a new check it now 4/10/2023 and don't have a check . I think this company tells its agents to lie to people when they call. They are scammers and don't live up to their 100 refund policy.

  Business response

  04/12/2023

  Since ************** placed an order for her daugther, we need the Daughter's information to track down this order so we can investigate and respond to this complaint.  We have reached out to ************** and we are waiting for her to respond with her daughter's information so we can investigate where this refund requested stands.  As soon as we have the Daughter's information, we will post an update here.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I passed my notary exam in early January 2023. I had to place multiple calls to the National Notary Service to find out where my bond is. I was told it was US mailed on 2/23/23 - to date 3/13/23 my bond has still not arrived and I have a deadline of 3/27 to get it filed or my notary commission renewal is invalid. You also are unable to make an appointment to file your BOND with the County Recorder without the Bond no. and Bond date. It is a very expensive lengthy process to renew your notary. With the multiple hoops you are required to jump through and the excessive fees you are required to pay the National Notary Service required ME to pay them $29.95 for overnight delivery service of my bond that they failed to produce timely despite me paying for their services. Completely unacceptable. The National Notary *************** charges almost $600 in fees to obtain your notary. I am 1 of 3 notaries in my office that recently had to work with the National Notary Association on renewing our commission and each and everyone of us had to make calls to find out WHERE IS THE ***** Awful horrible treatment of the people keeping them in business. Fail after fail of getting the job done. I want a refund of the $29.95.

  Business response

  04/03/2023

  The first bond was mailed on 2/24 to the file address ******************************* which is a different address than the shipping *************************************Since the order was placed on the web, they may not have been aware of this information.         
  2nd bond shipped out overnight to the ****************** address on 3/14 and per the tracking was delivered on 3/15. We will issue a refund for the overnight shipping. 

  Customer response

  04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order with *** after receiving notification from ***** that my cert to manufacture my stamps had been received by the *** (tracking & signature required). Days later I placed a secondary order adding materials. I called *** to advise that I had 2 open orders and it could possibly be beneficial to try and bunch the order together as I paid for next-day shipping. I figured that the stamps had already began to get manufactured, but I was informed that my certificate to manufacture was never received, my journal was sent to the wrong ************ bond was never sent at all. I offered a picture of the signature that ***** provided with the name of their employee who received the cert; that was useless as *** demanded another cert. When I applied for my renewal I requested two certs from the *** in ********** so I sent the 2nd cert same day service, received confirmation of delivery with name & signature again. I called back again and spoke to someone who stated that it would take 5-7 days to manufacture my stamps even though the *** website clearly states that stamps are manufactured within 2-3 days of receiving all necessary documents by noon. Even custom items say it takes 3 days to manufacture and get shipped. But here I am paying not once but twice for an overnight service that can't even be performed. Today when I called I was informed that my stamps were being manufactured but I had the option to cancel. Why offer that option after you've put me through this ordeal? For many notaries this is our livelihood and the *** doesn't care in the least how their mediocre service affects people. I would like an explanation of the $416.84 that I've spent and have received a *********************** stamp and an embossing inker, but none of the 3 stamps, no bond & no journal. I'd like to give the *** the chance to make this right because this is unacceptable. I've used *** in the past and never suffered headaches like this.

  Business response

  12/22/2022

  Contact Name and Title: *************************, CFO
  Contact Phone: **********
  Contact Email: ******************************************************
  We have reserached all the issues and unfortunately, we did make a lot of mistakes. We have reached out to our customer with a plan to expedite all remaining tasks on this order and we will be delivering everything on an expedited basis as well. Finally, we have issued a full refund on this order to our customers in recognition of our mistakes. We are currently in the process of resolving all open issues.

  Customer response

  12/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not heard from anybody at the *** (including Mr. ************************** nor have I received any refunds. I called *** today again to get an update on the order that I still don't have and a representative (*******) stated that they once again do not have my certificate to manufacture my stamps and my entire order is on hold. I've requested a new certificate from the *** in ********** because *** simply has refused to manufacture my stamps, give my certificates back, or issue a refund.
  
  The representative stated today that my stamps are going to manufacturing today and won't be available until the second week of January if I send another certificate to manufacture in. This is unbelievable! This is my livelihood and the *** is taking money out of my pocket by lying about where my order is in production. I want my documents back so I can get my stamps manufactured instead of listening to all the lies. I will be reaching out to *** and advising them of what the *** is doing if the *** doesn't make this right.
  
  Send me my certificates back so I can get my order fulfilled elsewhere. This is ridiculous.

  Customer response

  12/27/2022

  The *** has since reached out to me and in the process of fixing the orders placed. I would like to close the complaint if at all possible as the *** is making good faith effort to rectifying the situation. Thank you in advance.

*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. ↩