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jayeff · 01-07-2005, 01:39 PM

This issue is being dealt with by EP and hopefully the outcome will be satisfactory. It's posted here as a heads up for other users and because I am interested whether anyone else has had a similar problem.

I wanted to reverse a charge for goods paid for in October and still not delivered (enough for this thread that the Swiss company concerned asked I get my refund in this way). The first time I called EP the customer service person said he couldn't see any record of the transaction. That was odd since the receipt from the company included the last 4 digits of our (virtual) card. Even more strange (since our EP account was opened last summer) he insisted our account hadn't been opened until November 2004, after the transaction I wanted to reverse had taken place.

He wouldn't budge from that position, so we ended that conversation and I went to do some more checking.

A second and longer conversation had another customer service person still saying the account wasn't opened until November, although he admitted this information didn't match the expiry dates of our virtual and electron cards (July 2006). He also agreed something was wrong because the incoming funds which opened the account (as a gift card) were recorded as received in December, several weeks after the recorded date for the opening of the account and later than other transactions which did show on his screen.

He spent several minutes but still couldn't turn up the transaction I wanted to reverse. Nor could he see the incoming amount of several hundred dollars from a sponsor (which I remember receiving and can see the exact details of from within the sponsor's stats area) that funded this transaction and several other payments soon after: including the $35 fee for issuing an electron card.

I suppose it is possible everything is actually okay and I have just been unlucky enough to get two different customer service people who don't know how to use their terminals. No money is missing as such, although I'm already 3 phone calls and 2 emails into trying for a recharge that should have taken just a few minutes. But if transactions can disappear like this, it's taking a lot on trust to hope that the consequence (assuming this is eventually ironed out) will always be limited to some unnecessary aggravation.

01-07-2005, 01:39 PM
jayeff Confirmed User Join Date: May 2001 Posts: 2,944	EPassporte problems This issue is being dealt with by EP and hopefully the outcome will be satisfactory. It's posted here as a heads up for other users and because I am interested whether anyone else has had a similar problem. I wanted to reverse a charge for goods paid for in October and still not delivered (enough for this thread that the Swiss company concerned asked I get my refund in this way). The first time I called EP the customer service person said he couldn't see any record of the transaction. That was odd since the receipt from the company included the last 4 digits of our (virtual) card. Even more strange (since our EP account was opened last summer) he insisted our account hadn't been opened until November 2004, after the transaction I wanted to reverse had taken place. He wouldn't budge from that position, so we ended that conversation and I went to do some more checking. A second and longer conversation had another customer service person still saying the account wasn't opened until November, although he admitted this information didn't match the expiry dates of our virtual and electron cards (July 2006). He also agreed something was wrong because the incoming funds which opened the account (as a gift card) were recorded as received in December, several weeks after the recorded date for the opening of the account and later than other transactions which did show on his screen. He spent several minutes but still couldn't turn up the transaction I wanted to reverse. Nor could he see the incoming amount of several hundred dollars from a sponsor (which I remember receiving and can see the exact details of from within the sponsor's stats area) that funded this transaction and several other payments soon after: including the $35 fee for issuing an electron card. I suppose it is possible everything is actually okay and I have just been unlucky enough to get two different customer service people who don't know how to use their terminals. No money is missing as such, although I'm already 3 phone calls and 2 emails into trying for a recharge that should have taken just a few minutes. But if transactions can disappear like this, it's taking a lot on trust to hope that the consequence (assuming this is eventually ironed out) will always be limited to some unnecessary aggravation.