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greenlab · 03-01-2005, 07:27 PM

Actualy is "goes" like this :

Day1: me to epassporte customer service :

> Hello Epassporte,
>
> there is a Pending charge on my Epassporte card in the ammount of
> $xxxxxx, made on the xxx th of January 2005. I have contacted the merchant
> in order to remove the pending authorisation on my card, hower i have receive no > answer from them.
> My question is , as per VISA requirements, after how many days Epassporte
> can remove the pending authorisation, if the merchant still havent closed
> the sale ?

Day2: epassporte Customer service replys:

Dear Cardholder,

In order to drop any pending/outstanding charges on your ePassporte
account, you must contact the merchant that has the hold on the funds, and
request them to cancel/drop the hold. If the merchant does not have the
capability to do so, they must fax a statement to ePassporte indicating
that they have no intentions of charging your account.

I hope this is helpful and please let me know if I can be of further
assistance.

Regards,
Kate

Day2 : Me back to Epassporte Customer Service :

> Hi,
> unfortunately this was't very helpful...
>
> If a merchant has a Penging charge on my epassporte card, i am sure that
> they can not hold it for 5 years.... Visa requirements are that if a
> merchant doesnt settle the charge in 30-45 days, the card issuer can drop
> the authorisation by themselfs.
> I am in a situation where the merchant went out of business, and no
> contact could be estabilished with them. They did and authorisation on my
> card for xxx$, 3 weeks ago,, however they didnt close the sale.
> The question is : after how many days, as per VISA regulations, can
> Epassporte drop the pending charge on the card, if the merchant doesnt
> drop the auth, nor is closes the sale.
>
> If you are not in a positon to give a clear answer (like bellow) kindly
> please foward this to your supervisor.
>
> Thanks a lot,

Day9: After 1 week, Epassporte Customer Service finally replys:

Dear Cardholder,

For further assistance, please call our Cardholder Services Center at any
of the phone numbers listed below.

I hope this is helpful and please let me know if I can be of further
assistance.

Regards,
Johanna

NOW: ACTUALY, AS PER VISA REQUIREMENTS COMBINED BY THE WAY EPASSPORTE IS SETUP WITH SKNAB AND THEIR VISA region, epassporte can drop a pending authorisation code after 30 days (if the transaction was not settled in the meantime).

So it took 9 days, and i wasnt able to get an clear answer : "AFTER 30 days"

Note that i was trying to get just an simple answer in this stage, and not to have "complicated" thing done.....

Rand..i dont want to bash epassporte at all...Epassporte Rulez, we did a lot of $$$$ trough you, and we are very happy about how epassporte works.

However, Customer Service really sucks !

It would be really great if you can improve this...

03-01-2005, 07:27 PM
greenlab Confirmed User Join Date: Oct 2002 Posts: 252	Actualy is "goes" like this : Day1: me to epassporte customer service : > Hello Epassporte, > > there is a Pending charge on my Epassporte card in the ammount of > $xxxxxx, made on the xxx th of January 2005. I have contacted the merchant > in order to remove the pending authorisation on my card, hower i have receive no > answer from them. > My question is , as per VISA requirements, after how many days Epassporte > can remove the pending authorisation, if the merchant still havent closed > the sale ? Day2: epassporte Customer service replys: Dear Cardholder, In order to drop any pending/outstanding charges on your ePassporte account, you must contact the merchant that has the hold on the funds, and request them to cancel/drop the hold. If the merchant does not have the capability to do so, they must fax a statement to ePassporte indicating that they have no intentions of charging your account. I hope this is helpful and please let me know if I can be of further assistance. Regards, Kate Day2 : Me back to Epassporte Customer Service : > Hi, > unfortunately this was't very helpful... > > If a merchant has a Penging charge on my epassporte card, i am sure that > they can not hold it for 5 years.... Visa requirements are that if a > merchant doesnt settle the charge in 30-45 days, the card issuer can drop > the authorisation by themselfs. > I am in a situation where the merchant went out of business, and no > contact could be estabilished with them. They did and authorisation on my > card for xxx$, 3 weeks ago,, however they didnt close the sale. > The question is : after how many days, as per VISA regulations, can > Epassporte drop the pending charge on the card, if the merchant doesnt > drop the auth, nor is closes the sale. > > If you are not in a positon to give a clear answer (like bellow) kindly > please foward this to your supervisor. > > Thanks a lot, Day9: After 1 week, Epassporte Customer Service finally replys: Dear Cardholder, For further assistance, please call our Cardholder Services Center at any of the phone numbers listed below. I hope this is helpful and please let me know if I can be of further assistance. Regards, Johanna NOW: ACTUALY, AS PER VISA REQUIREMENTS COMBINED BY THE WAY EPASSPORTE IS SETUP WITH SKNAB AND THEIR VISA region, epassporte can drop a pending authorisation code after 30 days (if the transaction was not settled in the meantime). So it took 9 days, and i wasnt able to get an clear answer : "AFTER 30 days" Note that i was trying to get just an simple answer in this stage, and not to have "complicated" thing done..... Rand..i dont want to bash epassporte at all...Epassporte Rulez, we did a lot of $$$$ trough you, and we are very happy about how epassporte works. However, Customer Service really sucks ! It would be really great if you can improve this...