1 star is too high

I rung Payment Sense at 16:40 to try to get help with completing my Questionnaire SAQ B-IP as I do not understand the terminology used in the questionnaire. I spoke to a man at the company who said there was no one who could assist with my request at present so he would pass the message on. I stressed to him that I needed to do this by 5pm otherwise I have received an email that I would be fined £35. All he could say was that Payment Sense had received a lot of calls and although I was now going to be made a Priority for a call back, the high amount of calls they'd received meant a backlog of people to call back.

At 4.55pm I did receive a call from a lady advisor in Dublin who informed me that in order to receive help with completing my Questionnaire SAQ B-IP I would have to pay a fee because the form is technically a 'self-assessment' form. She could not tell me what that fee would be but she said the maximum would be £50. I said to the lady that it is not my fault that I do not understand the terminology written on the form and did not understand why I was being punished for this by incurring a maximum of £50 fee to get help with completing the form AND a £35 for not meeting the deadline. She said this was company protocol and she would put me through to an advisor who could explain why the Questionnaire SAQ B-IP fee is in place which I was happy for her to do. However, 1 minute in to the phone call transfer having been placed on hold, the call was abruptly ended without being answered and without any representative being able to explain the fee to me.

If I am fined £35 for not having conducted the Questionnaire SAQ B-IP for which I had reserved 2 hours out of my working diary to do today then I shall be putting forward a complaint as it is unreasonable that I should be fined £35 when it is not my fault that I could not complete the form in time due to your incompetence. It is also astounding that I will incur a charge of up to £50 just because I need help with completing the Questionnaire SAQ B-IP. Since I have received my card terminal, I have done nothing but complain about various forms of the service I have received. I find Payment Sense an immoral and unethical company to work with.