well, yes and no, it all depends on the deal with the intervening parts. I won't go deeper on this since it's not my intention to educate you on banking procedures, although you may want to read this from http://www.mastercard.us/support/atm-locator.html :

but even leaving Mastercard regulations aside, the objective fact is that FOR ME, to withdraw money from Paxum via ATM costs between 13.2 and 16%. No matter who applies the conversion, the OBJECTIVE FACT is it costs 13.2 to 16% to get the money.
Anyway, no big deal, I will choose to use it or not as I see it fits, just please don't try to play games on me, it's very annoying and I've the feeling I have more years of banking and CC experience than the entire Paxum staff. Or 99.99% of adult industry as we're at it

:playboy damn...

Hey harvey can you icq me 71462500

Firstly, I apologize if my initial response came across as 'bitchy'. Personally I prefer for things to be dealt with off the forums when they are already being dealt with through an open line of communication, and that is where I was coming from.

With regards to Tranza's situation, we have investigated the situation and we will be refunding the additional fee for the replacement card, however since Tranza requested on ICQ on February 3rd that the second card be shipped via express, and as the shipment has already gone out, we cannot refund those fees.

In the future we will ensure that any requests made for an express shipment of the card via email/ICQ/IM will be followed up by an email request from the client direct to our accounts department to ensure the client confirms s/he is aware of and willing to pay the express shipment fee.

Harvey, I tried to add you on ICQ regarding your currency exchange issues. Paxum does not add anything to the Forex fee so the only reason you would see such high exchange rates would be based on the ATM machine itself. Please email me ([email protected]) your Paxum email address and I'll have someone take a look at your account.

Sometimes having posts on the forums is good though...helps some of us in making business decisions (not saying that it has in this case). Everyone fears another Epass etc so we're being very very cautious right now in making our final decision on which companies we'll use for payouts to models and affiliates. It's good for us to read both the good and the bad.

Just my two cents.

I won't be in a computer with ICQ until next Tuesday, you can contact me on webmaster +fdsign +com if you want

It wasn't a matter of things being done or not. He was simply stating his experience for everyone else here to be the judge.

If you guys can't handle people sharing their bad experience, then get your shit together.

And maybe try telling people it's going to cost them $100 to have some FedEx'd. Not doing so seems scammy to me.

So customer pays for item, is told it was sent, has to ask for it again, finally gets it with a postmark showing that it wasn't sent when he was originally told it was... and the solution is that the customer has to pay for express shipping?

You've gotta be kidding me. :1orglaugh

Wow. This is such bull and you guys know it. You mess up the shipment, and instead of making it work by sending it express on you, you send the card express without him realizing you would charge him (as any sane person would think you eat the fees of your own fuckup).
And why would this stay off boards? This is the only way he can make anything work since he gave you 45 days time to make it work.

I think this is where some business sense comes in. If this were my company not only would I eat all the shipping fees in this case but unless the customer was definitely at fault (and perhaps even then) I would also eat the annual fee as well.

The customer already has several thousand in his account. Do the math. What do you think this customer will possibly be worth in profit over say the next five years? 10% of the 3k he has in there already covers all of those fees alone. It's almost common sense here. And this is disregarding the publicity factor.

I like Ruth overall she has been pretty professional in the past but I would hope whoever is responsible for these bad decisions will reconsider.

is it true the paxum minions don't even have access to the accounts? lol

i got card in 2 weeks (serbia, i think only postal service is almost a perfect in this country :) ) and never had any problems!

Got my card on time... now it needs some charitable soul to fill it up.

Yes they did, they just took it on the back end of the deal instead of upfront :).


RuthB,

He is stating his opinion on your service. He has the right to post it wherever he wants. Just because your customer support is good, doesnt mean anything. I dont want good customer service that I have to call on all the time. I want it to work right. Which is the sign of good business. Yes, it is good to have customer service that is good, but you shouldnt have to contact them 5 times before you get your card.

Is this true? jimthefiend owns paxum?

The guy couldn't rub 2 cents together and lived in a trailer, borrowed money from everyone in 50cent to $20 amounts. How do you figure his dumb broke ass could afford to be a partner of anything?

Just a heads up - I've looked into your transaction and just so you know a VERY large chunk of that ( $4.02 ) was a charge from the ATM you used. Not anything to do with us or even that atm's bank exchange rate. It was there own personal ATM fee.

If you for a second believe that - i got a nice bridge in brooklyn for you.

The express fee was really never hidden. He asked a rep of ours on icq if the card could be sent express. As soon as it was shipped the express fee was deducted from his account aswell as an email dispatched to his email that is on file with paxum letting him know of the charge. So IMO there was never a SURPRISE express charge. It states clearly on our site what the shipping amount is for express. If people do not agree with the amount they are more than welcome to look up the shipping cost using fedex from Montreal to Brazil. We lose money on that.

The original card he ordered was shipped to him to his country. Once it got to his country and in the mailing system we have NO control over it. As you can see in this thread clearly Brazil has really bad mail service and is notorious for very slow mail.

As stated already - we will from now on if a user request express shipping using any other method that ordering straight from the site - we will double check with them that express shipping does come with a fee incase they have not seen on our site.

This is the price you pay for evading taxes. ;-)

o'rly :upsidedow

You realise any normal business would have said 'sure express shipment costs $x amount, would you still like to have the item shipped express post?'

So paxum is fucking you on the fedex fees? If you're shipping 20 or so parcels a day you can get a 60% discount, thats what I have:)

Well it's rather clear he was unaware you would charge him for this, since the card didn't arrive in almost 2 months. It's actually your cost of doing business all over the world if the card gets lost to ship it later via express. At least thats how it should be.

bring everything to the boards

it is more often than not the only way to get action

I linked to this thread in my sig ... so far it looks like paxum has its head up its own ass ...

....and the beat goes on.

Although he states that when the first card did arrive, it has a stamp stating 'Jan 18th' on it.. Which in my mind implies US postal service mistake, or late mailing via Paxum.

you're right Chris, I didn't consider that. That leaves the currency conversion at 7% which is more or less around what I got with Epassporte

Sounds like a politician there...


So basically if they would have mailed the card out back in December when they charged you for it then you wouldn't have thought it got lost and needed them to send a second one. If they would have sent it out promptly from day 1 then you would have gotten in before you even thought it may have gone lost, and you would have never incurred the cost to send the second one much less activate it.

Sounds like they owe you back all your fees and a big apology.

That is some piss poor customer service there....

Here is a time line for you:

December 15 charged a $45 fee for the card.
Dec 23 told the card was sent.
January 18 postal office stamp when it was mailed.

Client was told it might have been lost in the mail and they would express ship it to him. I would think that if they offered to express ship a card I didn't receive I would expect them to pay for it especially if they don't mention a cost to do this.

I don't give a shit if it says some where on their site there is a cost for express shipping even if the site says that the client would assume that fee is for people asking for express shipping from day 1. If you mention it to him after he has been waiting for months and not give him a cost to do it, who is to say he would have known what the fee was or that you weren't going to eat the charge.

piss piss poor.

that's shit. Bump for getting the funds back

The boards are not here as your personal spamming and business promotion forum. They are also here for people to share experiences, regardless if they have or have not been resolved.

Can I suggest if you want to have a board that only shows you in a good light, you either

a) start your own board
b) Don't offer a shit service

:thumbsup

:2 cents:

I'd like to see a scan of the envelope with the January 18th postmark.

PAXUM,
Are there any limits how much funds I can load/unload via ACH?

I been waiting 1.5 weeks for the funds to appear in my Paxum account just to find out now that transaction status has been updated to "failed"; no reason given, no info on ACH limits on site, nothing, not even email notification. I'm left wondering WTF has had happened. There been other two successful transactions prior, including one for bank verification.

Since my current transaction has failed and I don't like paying roulette wondering will it get through next time or not I'll have to get back to sending funds via wires and sorry, paying $35 bank fee and $50 paxum wire fee is a bit too much if i can send wire directly. - I don't do mass payments, otherwise it would be more than reasonable though.

Other thoughts on what can be improved:
- Would be nice to get email notifications in such instances like when status changes in transactions.
- Also would be nice something like paypal does - you load/unload funds, last screen tells you "your funds will clear in 3-4 business days"; a bit later you get email confirmation saying by such and such date money should be in your bank or pp account.
- When I hit "support", actually you don't have such function on the site, you have "message center" - I want my messages to be sent/forwarded to appropriate place/department without having support telling me I need to email your another department such as accounting. Would be great if I could just select to which department I want to send the issue ticket, if not, support should be able to forward messages to the right people.
- ACH 5-7 business days - in reality is 1.5 weeks - my thinking: mailing and cashing a check will get funds faster. Just too long for the so called automated clearing house.

I'm glad to see this got posted here, "it's not a full sea of roses"! ;)

ood luck sorting this out Tranza, and "Manda aí umas bundas brazukas para mim cara! (Portugal)"

That is BS if it was really sent out on Jan 18 instead of Dec 23. They could've just told him it was sent out on Jan 18 not Dec 23 when he asked where the card was Feb 3. If they did tell him that he most likely wouldn't have asked for another card to be shipped. If all that's true I don't see why the OP should have to pay anything for the second card.

ePass yearly fee was $40 for both cards. Withdrawal fee $3.
Paxum fee $45 per year. Withdrawal fee $2.
Good luck with the checks!