ComplaintsforNational Notary Association

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the study course for $300+ for Notary Public "NP" from National Notary "NN" in November 2020. Paid for the NP exam and live scan for photo and fingerprinting service $115 from ** (National Notary "NN" partners with the Department of Justice "DOJ" to be on-site the day of the exam for the live scan. On the exam April 10, 2021, I arrived at 745 AM for the live scan; fingerprinting, and photos, the exam started at 9 am. I passed the exam and the documents were forwarded to the Secretary of State "SOS" **********. In September of 2021, I received a letter from SOS. my fingerprints need to be retaken. I called the NN and explained the situation. NN said I have to attend another exam at the same location to have my fingerprints retaken. NN scheduled the appointment. I arrived at the location at the time designated for fingerprints and photos at 745 AM. I gave the SOS letter to DOJ agent. She said she couldn't take my fingerprints because I need the ATI number. I didn't have the ATI# on any of the paperwork from the SOS or NN. She refused to help me even though I showed her the documents I had. I left and called NN the customer service rep "CSP" called the location, spoke with a supervisor and two hours later, after emailing NN and multiple phone calls, I received the ATI#. This had taken many hours of my time already for something I did not screw up. NN scheduled another date for me to retake my fingerprints again 7:45 AM. This time the DOJ agent said the ATI# needs to be on the letter from the SOS. If that was the case wouldn't SOS have done so? I called NN CSR for the 10th time about this. I was told I would get a refund. Several days have passed and I still have not received a refund. I have emailed NN as well and no response. In the meantime I walked in to Live Scan got fingerprints taken no ATI# needed. Two days later I received confirmation ltr from SOS. I want compensation and fees for live scan by check. I no longer have the credit card.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/04/02) */ Contact Name and Title: ****************** Contact Phone: ************ Contact Email: ************************** We issued a refund per our customers request on 3/24/22 via Check, as we could not process a refund to the credit card as it was no longer valid. We have contacted our customer with this refund information. Consumer Response /* (2000, 7, 2022/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 15, 2022, I paid for notary application and submitted all documents to have forwarded to the state of ******* . I called in to inquire about the status of my application and was told it was placed on hold and was told that I needed to resubmit my certificate again. I have made several attempts to resolve this issue and it has not been resolved . I spoke to three different representatives , the last one by name *** ******* was very helpful but the resolution was not within his department . I have lost money paying for priority mail in addition to the application process, I would like a refund so that I can move forward with my state application locally. Today is February 18, 2022, the application is still in the company with no solution.

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/28) */ Contact Name and Title: ****** ******, CFO Contact Phone: ********** Contact Email: ************************** Here's a summary of our order processing with our customer thus far: 1. We received the application on January 27th 2. We screened it on January 28th, and it was missing a signed COC 3. On February 18th, the Releasing Rep received the COC via the Internal Folder (CS rep forward to Releasing@, not Applications@ delaying the process) During this time (2/18), the customer was requesting a refund via phone call; another CS rep submitted a Refund request 4. On February 23rd, we received the COC, updated the account, pulled the application, and it was forward to the ** releasing rep During this time (2/23), the Refund was processed 5. On February 25th, the ** releasing rep noticed the bond and state fee were refunded on February 23rd, and the ** releasing rep placed the account as a No Order The customer states that they wanted a refund, and it has been processed already. However, we have everything we need, application-wise, to submit the application. We reached out to the customer to see if they wanted us to place a free order for the bond/state fee and submit the application. We are waiting to hear back from our customer.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for services, the order was just canceled money was never refunded. Received nothing for the fee paid.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/27) */ Contact Name and Title: *************, CFO Contact Phone: ********** Contact Email: *******@nationalnotary.org We have tried contacting our customer twice on this issue, but have not been able to reach her. When this order was initially placed, we emailed our customer in Feb 2021 that we needed an Application to proceed with her order. This was never received. Due to this posting and our inability to reach our customer, we have just gone ahead and issued a fully refund on the order.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Last year I had took a course towards getting my notary license. I then submitted the application to take the exam as that is the process for this. I never received an email to take the exam like I was supposed to. Also this was during COVID and I had a lot going on. I was not aware of any time limit that this had to be completed in. I finally reached someone and they told me that I had to re-pay to do everything again. I could not get in contact with them until after my time expired which isn't fair to me.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2022/01/07) */ Contact Name and Title: ****** ******, CFO Contact Phone: XXXXXXXXXX Contact Email: *******@nationalnotary.org We have contacted our customers and reinstated their training class at no charge. Consumer Response /* (2000, 7, 2022/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company resolved it the way that I was looking for. I appreciate them taking the time to look at my complaint and get this resolved in the way I wanted.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/14/21, I contacted the *** to get my profile updated with my current background check since their website doesn't allow you to upload this report. I spoke with their representative ********************************* and explained that I had just gotten a new background check from the same company the *** uses to conduct background checks. However, it was done at a lower cost than what the *** charges their members. ******** stated that after speaking with her supervisor that they were not able to use the report from the same company they use since I didn't purchase the report through the ***. I told her that this was a ridiculous reason and an unethical business practice that forces their members to get a report only through the ***. I'm a licensed insurance producer in many states and have never been forced by any insurance carrier to purchase background checks and/or E&O insurance only through them. Again, what the *** is doing is unethical and I am reporting it as such. Think twice before joining this organization. I have since cancelled my remaining membership and have requested a refund of my remaining *** membership.

  Business response

  12/21/2021

  We would love to accept ************************ background screening, but it unfortunately does not meet our screening criteria, it has not been scored through propriety scoring process, and its results cannot be verified or audited by NNA.
  
  Many title companies and signing services will accept ************************ background screening, and we would suggest that she provide it to those companies directly.
  
  While ******************** may have received a background screening through the same service provider that performs NNA background screenings, NNA is unable to verify that it follows the search and scoring criteria of NNA screenings. This criteria includes specific search areas such as county criminal court records, state department of motor vehicle records, federal court records and other searches. In addition, NNA background screenings are scored by our provider according to an NNA-developed scoring matrix. And while ******************** may have provided NNA with the summary background screening results, NNA is unable verify the screening since the screening provider must protect screening subject's provide information and is not authorized to disclose to NNA results of non-NNA screenings.
  

  Customer response

  12/22/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The representative that responded to my complaint did not thoroughly READ my complaint. They referenced one of their own employees as the complainant which displays their lack of comprehension and incompetence. The response by the *** still does not justify the reason as to why they did not accept a background report that is being provided by the very same company that I used to conduct my own background report with the same information they are seeking from each member. This is all about up-charging their new and existing members which is unethical and an unfair business practice. This is only done so that they can make a profit from a service that is being provided by a third party. I would have been more than happy to have used the ***'s platform for my background report had they charged the same fee the the third-party company charges the public. Why does the *** charge more for the same service then?

  Business response

  03/10/2023

  We have refunded our customer, see below...

  The customer wanted to recertify their Signing Agent Certification through ** by providing the background screening they received elsewhere. We cannot accept background screenings completed elsewhere because they may not include all of the same checks as those we have set up with our screening vendor.
  
  The full cost of the membership was refunded on 12/14/2021 as requested by the customer.
  
  As an aside, he recently ordered a certification package from us in January 2023, so apparently, he trusts us again. 

   

• Initial Complaint

  11/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Verification of my commission has been pending for three weeks. I have called 3 times. Twice I was told that can't verify my commission with the Secretary of State. Once I was told they would put a rush on the verification. How is it possible not to verify a public record that can be located in the state's website?? My certificate was uploaded as well.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/02) */ Contact Name and Title: ****** ******, CFO Contact Phone: XXXXXXXXXX Contact Email: *******@nationalnotary.org We contacted our customer and it turns out they contacted our background screening vendor directly, not the NNA. Our NNA customer service team is now working with our cusotmer to resolve their issue in a timely manner.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My law firm purchased a commission package from the National Notary Association on September 13, 2021 for $299. They repeatedly lost my application to the state to become a notary public and had to expedite the paperwork. I finally received my notary commission sometime in late October, I have now not been able to receive my notary stamp that was supposed to be included in my package. Problems include them saying the address they shipped the stamp to was not correct when it indeed was and was confirmed via phone call with their customer service, they have also repeatedly sent me tracking numbers that don't work, today I was supposed to receive my order sent to a new address to make sure it would arrive and I still have not received my stamp. This company had no issue taking my money for the commission and stamp before I was even approved even though their website says they do not charge until my commission has been approved through the state. It is now November 19 and I have a useless commission that I cannot use due to not having the other component of what we paid for.

  Business response

  12/07/2021

  Here's how our order has been processed, we have reached out to our customer to confirm they received their stamp:
  
  * Received application September 30, 2021 (Thursday)
  * Screened on October 1, 2021 (Friday)
  * State fee and bond released on October 4, 2021 (Monday)
  * Submitted on October 5, 2021 (Tuesday)
  * Stamped shipped to the address provided on the web order October 27, 2021
  * Returned to us on November 15, 2021, and we resent it out on 11/16.
  * Stamp was delivered on Saturday 11/20/2021 and received by the customer
  
  

  Customer response

  12/08/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Although my package was delivered it was past due the date they gave me. I had also spoken multiple times with customer service on the phone and via email about my lost application and the status of my application process. I also had to contact them about my package as well as the company also sent me multiple tracking numbers for my package that was not even sent out. The links they included in the email to review the shipment also did not work. When I clicked the linked it just took me to their website with no place to review my order. Even though I have now received what I payed for the whole process took much longer than it needed to be and I spent almost 3 months waiting for something that my employer payed for on behalf of me. They have issues they need to fix with their email services and website that they need to work on.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered the Certified NSA exam on 10/31 which includes a mandatory background check from the NNA. No where on their website did the NNA inform consumers that they are experiencing a delay processing these background checks even though they clearly know that is the case. So, I ordered & passed the exam. I then received the background check link and filled it out. I called NNA on 11/5 & was rudely sloughed off to their background check company. There I was told that they are waiting on 1 county to return the background check. I called that county and asked if they are behind on background checks. They are not. So, I'm being deceived. NNA does not permit a refund for the NSA exam pkg (which includes the background check) once you've completed either. Yet, they knew there was an unusual delay. I've had three federal background checks run this year from three organizations and the longest took 2 days to return. So, had NNA been honest and up front and informed consumers, like me, that there is an unusual wait time for the background check to be completed I would not have bought it. I would have purchased NSA certification from another organization. This is bad business to sell someone something without disclosing, up front, issues with the service. This organization has essentially withheld information that would have allowed people like me to make an informed decision on whether to buy or not. To not adjust their warranty in light of this issue is taking advantage even more. For an organization that preaches integrity, honesty, and good business practices and makes quite a bit of money off selling those principals I'm offended to see you not practice them yourself. If I do not receive my background check in the next 48 hours I'm going to file a complaint with the California AG based on deceptive warranty policies. You knew there was a delay and you had a duty to inform everyone up front before they bought your services. Not after the fact. Deliver what I paid for.

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2021/11/11) */ We have reached out to our background screening vendor in this matter and one county is indeed backlogged with their responses. We have contact our customer and have issued a full refund for their background screening fees. Consumer Response /* (3000, 7, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) No. The organization continues to lie and mislead. I did indeed receive a refund of $70. However, the day I received the NNAs response I checked again with the county in question and they confirmed again there was backlog in their county for background checks. This was all on the NNAs end. Additionally, BEFORE the NNA responded to the BBB I received an email on 11/12 that stated they COMPLETED my background check and I passed! How/Why would you pass a background check that you claim you couldn't get done because the county was backlogged? I've included a copy of that email here for the record. On 11/12, after getting the background passed email, I called in and spoke to one of their managers on the customer support line. He told me that in 24 business hours my Signing Agent profile would be active AND the NNA had refunded the cost of the background check for the inconvenience. That is another lie. They have deleted the Signing Agent listing from my profile altogether. They're dishonest and I am escalating this to the Secretaries of State of California and Ohio. No organization training notaries should lie, deceive, and play the games these people do. If there was a backlog in that county for background checks HOW did the NNA send me an email saying I passed the background check and then come here to the BBB and say that they refunded the money because the county was backlogged? Why would they leave notes on the system for a manager to read that they've refunded the money for the inconvenience and activated the Signing Agent profile for a year from the date I originally paid for it which was 10/31? There is too much dishonesty and manipulation for me to accept this response. At this point it is strictly an integrity issue. I DO NOT ACCEPT THIS RESPONSE and I hope people stop using this organization. They are patently dishonest across the board. I also think the BBB should rethink their rating on these people.

• Initial Complaint

  09/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/15/21 I filed my online renewal with the company and paid the 133.00 fee, which was debited right away. It has been 6 months and my stamp and paperwork have yet to be mailed to me. I am not allowed to work without these. After going online it seems this is standard practice for this company. ************************************************ They tell you your items will be mailed 2-3 days, 6 months later they are saying "due to Covid", misplaced, will be filled now, etc. Can you please help me? My notary commission # is GGXXXXXX Thanks so much! ******* *********** **********@msn.com XXX-XXX-XXXX

  Business response

  02/24/2022

  Business Response /* (1000, 8, 2021/09/23) */ The order was placed on 3/12/2021 by phone, and we received the application on 3/16/21. On March 18th, we informed the customer that the signature for the affiant was missing, and we needed a new application. The application, as of now, has been shredded due to PCI compliance. We had our Customer Service team reach out to the customer to see if they would like us to email them an overnight label to send us a new application, and then we will expedite the processing of the application. We are waiting to hear back from them.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered their product on 7/25/2021 I ordered for next day service and did not get it until 27 or 28 - (I was never refunded my money for it not being on time) I started the program I paid for and after 3 wks of the material being available, I have not been able to get into the program on my computer. I tried on my phone and the website comes up but it states I have no purchases or courses. I have attempted contacting about this with no results. I was in the middle of a course on: *******************************************************************************************************************************************************************************************************

  Business response

  02/24/2022

  Business Response /* (1000, 8, 2021/09/10) */ The order was placed on Sunday, 7/25/21, and shipped out the next business day, Monday, 7/26/21. We spoke and guided on what browser should be used to access training programs, and a refund has been processed as of 8/24/21.

*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. ↩