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ePassporte has taken some heat in recent weeks for communications related to suspended accounts. I want to try with this post to improve those communications and tell you what we are going to do to improve how we handle notifications about suspended accounts.
I know you have seen this before, but it is important that in understanding what we are doing to improve communications, everyone understand what it is we do that results in suspensions or terminations.
Everyone knows, of course, that it is indispensable in our business to have good risk management. That is important not only to us, but also to all our clients. We all know that there are those who would like to find a way to use our services to gain financially through fraudulent means. Risk Management is in place to protect us all against fraudsters and others who, through their greed and unlawful conduct, would ruin the business for all of us.
Those people, however, are constantly finding new ways to try to beat the system. Risk Management has to come up with new ways to stay ahead of those fraudsters. That means we have to continually devise additions and modifications to our systems. No system is perfect, however. Sometimes, mistakes are made, but we believe our system is the best there is at recognizing and eliminating fraudsters.
Because, as I said, however, no system is perfect, we recognize that we need to take the extra steps necessary to make sure that we are not punishing the innocent. Therefore, as part of our constantly improving risk management system, we have come up with new procedures to make sure that we are not taking inappropriate action against an account. One of the new changes being put in place allows that if an account is found to be in question, before terminating that account we will contact the cardholder by phone, to discuss the situation. Of course, for this system to work, a correct and working phone number must be on file with the cardholders account. If the cardholder cannot be contacted by phone, the account will not be terminated, but it will be placed in a Fund Protection Mode until our concerns can be addressed. Risk Management will work with any cardholder to resolve problems to ensure legitimate accounts are fully protected and funds are available as quickly as possible.
It is our commitment that ePassporte will work to ensure that every cardholder doing legitimate business is fully protected, has access to their funds at all times, and always has a positive experience with the account.
MOTOS - You know perfectly well how to contact us. In fact, you have already done so several times including Cardholder Services, Risk Management, legal counsel and me. You have been specifically told why your account was closed. Simply because you ask a question repeatedly does not change the answer. We are not going to embarrass you by discussing your personal situation in this public forum. However, if you would like me to post publicly the reason that your account was terminated, simply make your request on this thread and I'll honor your request.
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-- Rand
Payment Industry - Communications - Quality Assurance
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