Ibill, again

[fiveyes]

So I decide to a quick hand verify of sign ups for the past two weeks. and I find that Ibill actually issued the SAME User Name : Password combo to two different customers!

Let me make this as clear as possible: Two different transactions, one on April 28th and another on April 30th, with two different subscription ID's, were both given the SAME hard-coded Pin Codes.

So, I contact Ibill about this and this is their reply:
"Hello Valued Client,

Thank you for e-mailing Client Services.

In regards to your request: Duplicate usernames/passwords

I have forwarded this matter to our technical department for
investigation/resolution. I will contact you immediately upon receiving
their response. Thank you very much for bringing this problem to our
attention.

If I can be of any further assistance, please let me know.

Kevin W.
Client Services
[email protected]
1-888-237-1764"

Now, if there are any of you who are not familiar with Ibill, the phrase "forwarded this matter to our technical department" means the matter will NEVER be resolved. That is to say, Ibill does NOT use tracking numbers to follow up on these errors. Every time you get back with them about the matter, it gets forwarded to the technical department again, with an assurance that you'll here back from them later! Only problem is, you never hear back from them!!!

So, now I have two Members that have signed up in good faith, both sharing the same logins. Let's say one immediately back charges but the other decides to stick around for a year. In the meantime, I wait for Ibill's tech department to get back to Kevin to tell us how to resolve this???

[quiet]

call them. don't bother with email if it's important to you....

[UnseenWorld]

I love GloBill.

[fiveyes]

Originally posted by quiet
call them. don't bother with email if it's important to you....

At least with e-mail I do have a record on this end of reporting the problem.

In my original post I implied that "forwarded this matter to our technical department" is the same as "sent it to dev/nul".

Well, I have an incomplete documentation of Ibill's handling of overcharging my Membership (a week in December 2001, where their system did not honor the Loyalty Discount and charged all my long-time customers full price). It's incomplete BECAUSE of the phone calls I made regarding this, each of which resulted in them telling me that they would "refer the matter on to their technical department and they'd get back with me as soon as they had word back from them".

The thrid time I called, I asked how did they track these complaints and I was told that they don't! The person taking the error/complaint needs to only pass it along to someone else, with no referance kept of either the original report or the referral, and the matter is considered having been dealt with.

[quiet]

Originally posted by fiveyes

At least with e-mail I do have a record on this end of reporting the problem.

email is pretty much useless as documentation.

It's incomplete BECAUSE of the phone calls I made regarding this, each of which resulted in them telling me that they would "refer the matter on to their technical department and they'd get back with me as soon as they had word back from them

i would never take that as an answer. though i've had nothing but great custg serv from ibill (i've known my current rep for years)...

[fiveyes]

Originally posted by quiet
i would never take that as an answer. though i've had nothing but great custg serv from ibill (i've known my current rep for years)...

K, let me learn a bit here. I've gotten an unsatisfactory answer back from Kevin. How should I reply to let him know that this is an issue that requires a more "hands on" approach?

I mean, should I ask for the e-mail address of the tech that is looking into it, an estimated time to wait before the matter is taken care of, or what?

[Pipecrew]

Reps for Ibill make 5% of what your site does each month....... Ride this guys ass, he is making free money, tell him you will drop them as a processor and watch how the wheels spin

[kmanrox]

long live ccbill!

[shanet12]

Originally posted by fiveyes
So I decide to a quick hand verify of sign ups for the past two weeks. and I find that Ibill actually issued the SAME User Name : Password combo to two different customers!

Let me make this as clear as possible: Two different transactions, one on April 28th and another on April 30th, with two different subscription ID's, were both given the SAME hard-coded Pin Codes.

not for nothin, but if you're using hard-coded pin codes everybody's gonna get the same set of numbers.

-shane

[Midnyte]

I don't like Ibill, their accounting is convoluted, it irks me that if I want to see how much my next cheque is going to be for I can't just push a button and find out, hell, I still haven't quite figured out when their cutoff dates are. I think the most annoying thing about them is that I have to use a differant account each time I want to promote a differant website....which means a differant cheque, which is more work for me.

I use CCBill for my paysites....I like them much better.

[Rochard]

Originally posted by kmanrox
long live ccbill!

Um, whatever K-man said.....

[NETbilling]

Fiveyes,

Give us a call to discuss your need and options. We will take great care of you and provide a system that puts you in control.

Thank you, Mitch Farber