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MissGrim · 05-21-2004, 01:35 AM

So, realizing that I would need a way for people to conveniently pay me for illustration services once my portfolio was up, I decided to sign up for ePassporte this evening. This was on a long list of other things I had to, including picking up my drugs at the pharmacy and grocery shopping. I didn't realize at first that I would have to start out by loading $50 on my ePassporte card, but that was all right since I had $90 in my account (a lot for me, with my rampant medical expenses, but it was there). I went through the sign-up process, where they:

1. Put a $50 hold on my debit card
2. Put a small verifying charge on my debit card
3. After I verified, put a *separate* $50 charge on my debit card

This, of course, brought me to a negative balance of approximately $10, which meant that I could not pick up my drugs or any groceries (which I sort of consider to be essential for survival). I called my bank, and they informed me that the two $50 amounts were indeed separate (even if one is only a hold, they have separate transaction numbers) and the only way the first amount could be removed is if ePassporte called them and informed them that that would be all right (my bank support staff cannot make outside calls, and it wasn't their fault anyway).

I called ePassporte then, to request that they call my bank and authorize the removal of the hold, and this is when I got the worst customer service that I have ever received in my life. Jamel (the service agent who "helped" me) was very short with me and interrupted me many times. He refused to let me speak with anyone else there and didn't accept that there might be anything wrong with authorizing as a separate transaction from charging. He was unwilling to call my bank (claiming to also be unable to call out, but since the overdraft was their fault I believe an exception could have been made). He also said there was no way for me to cancel my sign-up if I was dissatisfied... my money was there, so I could either leave it there or spend it through their service. He said I could call back in the morning, but this doesn't really help me tonight when I have no food and no medication (food and medication that I had the money to buy until I signed up with ePassporte).

Is this what my potential customers are going to go through if I ask them to pay me through ePassporte and they try to sign up for an account? I explained to Jamel that I intended to use ePassporte to do business and that this didn't make a very good impression, and from the start he was rude and treated me like a "problem customer" even though I clearly stated my case the entire time without profanity or attitude. I also explained that this might be considered a special circumstance, as I am disabled and in need of medication, and he wouldn't even reply. Has anyone else had this sort of experience with ePassporte? If they don't remedy this in the morning (and politely, too) I'm going to report them to the Better Business Bureau, and give them a none to nice review on any consumer sites I can access.

I am aware that the hold charge will fall off in 3-5 business days, but to tie up a new customer's money without warning (and to be so rude about it when a simple phone call would have solved the whole thing) seems unacceptable to me.

05-21-2004, 01:35 AM
MissGrim Confirmed User Join Date: May 2004 Location: Portland, Oregon Posts: 200	Is ePassporte always this rude? So, realizing that I would need a way for people to conveniently pay me for illustration services once my portfolio was up, I decided to sign up for ePassporte this evening. This was on a long list of other things I had to, including picking up my drugs at the pharmacy and grocery shopping. I didn't realize at first that I would have to start out by loading $50 on my ePassporte card, but that was all right since I had $90 in my account (a lot for me, with my rampant medical expenses, but it was there). I went through the sign-up process, where they: 1. Put a $50 hold on my debit card 2. Put a small verifying charge on my debit card 3. After I verified, put a separate $50 charge on my debit card This, of course, brought me to a negative balance of approximately $10, which meant that I could not pick up my drugs or any groceries (which I sort of consider to be essential for survival). I called my bank, and they informed me that the two $50 amounts were indeed separate (even if one is only a hold, they have separate transaction numbers) and the only way the first amount could be removed is if ePassporte called them and informed them that that would be all right (my bank support staff cannot make outside calls, and it wasn't their fault anyway). I called ePassporte then, to request that they call my bank and authorize the removal of the hold, and this is when I got the worst customer service that I have ever received in my life. Jamel (the service agent who "helped" me) was very short with me and interrupted me many times. He refused to let me speak with anyone else there and didn't accept that there might be anything wrong with authorizing as a separate transaction from charging. He was unwilling to call my bank (claiming to also be unable to call out, but since the overdraft was their fault I believe an exception could have been made). He also said there was no way for me to cancel my sign-up if I was dissatisfied... my money was there, so I could either leave it there or spend it through their service. He said I could call back in the morning, but this doesn't really help me tonight when I have no food and no medication (food and medication that I had the money to buy until I signed up with ePassporte). Is this what my potential customers are going to go through if I ask them to pay me through ePassporte and they try to sign up for an account? I explained to Jamel that I intended to use ePassporte to do business and that this didn't make a very good impression, and from the start he was rude and treated me like a "problem customer" even though I clearly stated my case the entire time without profanity or attitude. I also explained that this might be considered a special circumstance, as I am disabled and in need of medication, and he wouldn't even reply. Has anyone else had this sort of experience with ePassporte? If they don't remedy this in the morning (and politely, too) I'm going to report them to the Better Business Bureau, and give them a none to nice review on any consumer sites I can access. I am aware that the hold charge will fall off in 3-5 business days, but to tie up a new customer's money without warning (and to be so rude about it when a simple phone call would have solved the whole thing) seems unacceptable to me. __________________ SIG TOO BIG! Maximum 120x60 button and no more than 3 text lines of DEFAULT SIZE and COLOR. Unless your sig is for a GFY top banner sponsor, then you may use a 624x80 instead of a 120x60.