With our recent public announcement of our acquisition, we are sure you will likely have some questions. Allow us to assist with answering some of those questions, by giving you some insight into who CSG is and some detail behind the purpose of the acquisition with the FAQs below.
If you still have additional questions or require more training, please contact your account manager, or you can email us at support@icheckgateway.com or 888-746-5741.
FAQs:
Q: Who is CSG?
A: CSG is a leading provider of customer experience, billing and payments solutions for companies of any size across various industries. They have over 35 years of experience and serve more than 500 customers in over 130 countries.
Q: Why did CSG make this acquisition?
A: CSG acquired iCG Pay because they saw a great opportunity to combine our complementary capabilities and expertise in ACH and credit card processing, as well as our shared focus on delivering exceptional customer experiences and value-added services.
Q: Why weren’t we informed about this in advance?
A: We did not disclose the acquisition details in advance due to confidentiality and regulatory reasons. However, we are confident that this is a positive and strategic move for both our companies and our customers.
Q: Is your company name changing?
A: Our company name will remain iCG Pay for the time being, but we will eventually transition to the CSG brand identity. We will communicate any changes in advance and ensure a smooth and seamless transition for our customers and partners.
Q: Are there any changes in the level of service or quality that we will receive from CSG Forte?
A: There are no changes in the level of service or quality that you will receive from CSG Forte. In fact, you can expect to benefit from the enhanced capabilities, scale and resources that CSG brings to the table. We will leverage their global expertise, best practices and innovation to deliver even better solutions and experiences for you.
Q: Will we be gaining or losing any services due to the acquisition?
A: You will not lose any services due to the acquisition. On the contrary, you will have the opportunity to access additional services and solutions from CSG's portfolio that can help you grow your business, optimize your operations and improve customer satisfaction. We will inform you of any new offerings and features that may be relevant and beneficial for you.
Q: Do I need to sign a new contract?
A: You do not need to sign a new contract or agreement with CSG. Your existing contract with iCG Pay remains valid and enforceable. However, if you are interested in exploring new services or solutions from CSG, you may need to sign a separate or amended contract. We will guide you through the process and answer any questions you may have.
Q: Will my pricing / commission change?
A: Your pricing and commission structure will not change because of the acquisition. You will continue to pay and receive the same rates and fees that you agreed upon in your contract with iCG Pay.
Q: Will there be any changes to the fees or rates that I pay for processing transactions?
A: No, there will be no changes to the fees or rates that you pay for processing transactions. You will continue to receive the same competitive pricing and terms as before.
Q: Will I need to update or reconfigure any of my software or hardware settings for the migration?
A: No, you will not need to update or reconfigure any of your software or hardware settings for the migration. The system will automatically migrate your data and settings to the new platform.
Q: How do I access Dex and what credentials do I need?
A: Dex is a web-based platform that can be accessed from any browser. You will receive an invitation email from Dex (if applicable) with a link to create your account and set your password. You will need your email address and password to log in.
Note: Training for managing disputes within the Dex platform is provided here.
Q: How will the migration affect the security and compliance of my payment processing?
A: The migration will not affect the security and compliance of your payment processing. The system will continue to adhere to the highest standards of PCI DSS, encryption, tokenization, and fraud prevention.