I need to rant. I'm beyond pissed about a situation that just happened today. Let me start out by saying I've been with CCBill for over 15 years now and up till now have been very pleased with their service for the most part. The way they handled a situation today has me considering dropping them from my billing options.
So here's what happened. I wake up to about $2K in refunds on a customer's account who has been with us regularly spending since 2015 with no problems. I call CCBill to find out what's going on and email the customer to get his side of the story. CCBill tells me the customer complained about fraudulent charges and refunded him through 60 days. I start getting frustrated and ask them why they didn't consult me before making such a huge adjustment to this customer's account. I then get an email from the customer saying it's some misunderstanding and he only noticed a $10 transaction that he didn't make and wanted it removed. He said the card company then took it upon themselves to refund everything after that. I don't really believe him but that's beside the point. I go back to CCBill and say it's a misunderstanding and tell them to please contact me next time something like this happens. They say it's policy to do whatever it takes to prevent a chargeback. I tell them I don't care what the policy is, the refund can wait at least a day or two until I have time to find out more information. Some time goes by and then another $1500 comes back. Now I'm super pissed and I call CCBill again to find out what's going on. They said apparently the 60 days worth of transactions weren't enough and this customer is saying everything over the past 6 months are fraud. We know this isn't true because the dude has been spending since 2015 and he cams with the models so we know it's him spending the money. Some time goes by and another $1500 comes back and I about lose it. I'm spam emailing CCBill support, emailing my rep, calling them. Like WTF guys, at least keep me in the loop before you go and refund all of my transactions. They processed refunds all the way back through June...JUNE! Fuck.
My whole gripe is that I feel like I could have prevented this if I was either allowed in on the phone call they had with the credit card company or they just waited a day or two to process the refunds giving me time to contact the customer. I do not like that I have no control over my refunds at all. This policy where CCBill can willy nilly go in and refund such a large amount without consulting me is BS.
So here's what happened. I wake up to about $2K in refunds on a customer's account who has been with us regularly spending since 2015 with no problems. I call CCBill to find out what's going on and email the customer to get his side of the story. CCBill tells me the customer complained about fraudulent charges and refunded him through 60 days. I start getting frustrated and ask them why they didn't consult me before making such a huge adjustment to this customer's account. I then get an email from the customer saying it's some misunderstanding and he only noticed a $10 transaction that he didn't make and wanted it removed. He said the card company then took it upon themselves to refund everything after that. I don't really believe him but that's beside the point. I go back to CCBill and say it's a misunderstanding and tell them to please contact me next time something like this happens. They say it's policy to do whatever it takes to prevent a chargeback. I tell them I don't care what the policy is, the refund can wait at least a day or two until I have time to find out more information. Some time goes by and then another $1500 comes back. Now I'm super pissed and I call CCBill again to find out what's going on. They said apparently the 60 days worth of transactions weren't enough and this customer is saying everything over the past 6 months are fraud. We know this isn't true because the dude has been spending since 2015 and he cams with the models so we know it's him spending the money. Some time goes by and another $1500 comes back and I about lose it. I'm spam emailing CCBill support, emailing my rep, calling them. Like WTF guys, at least keep me in the loop before you go and refund all of my transactions. They processed refunds all the way back through June...JUNE! Fuck.
My whole gripe is that I feel like I could have prevented this if I was either allowed in on the phone call they had with the credit card company or they just waited a day or two to process the refunds giving me time to contact the customer. I do not like that I have no control over my refunds at all. This policy where CCBill can willy nilly go in and refund such a large amount without consulting me is BS.
its some years or never expires it was fuckin crazy ass shit that i do remember.
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