Epassporte - fucked-up service. IDIOTS.
 

I don`t normally get involved with pointing the finger on here but this shit has to be brought up because Epassporte really fucked-up on this one.

Several days ago I took a payment from an individual that looked suspicious so I contacted one of the Epassporte reps via ICQ (Keyser Soze) and I asked him to look into it and it transpired that the order was fraudulent so he asked me if it was ok to return the payment which I said yes of course and that was done. I also asked whether my account would be penalised in anyway because of this one transaction to which he replied "no"

Last night I checked my account and it has been temporarily suspended due to suspicious activity. I left an urgent message with Keyser and he was going to look into the matter. No reply after several hours so I telephoned them this morning and they confirmed that my account had been suspended because of this fraud transaction (despite me bringing this fraud transaction to their attention).

I have a lengthy conversation with "Rodney" and he stated that it would take 3 - 7 days to address this matter but wholeheartedly agreed that this was an error from them and my account should NOT have been cancelled.

I got back to Keyser and he stated that nothing could be done until Monday because his contacts did not work weekends. However "Rodney" stated that a manager (Troy) would be working in the department within the hour.

So the long and short of it...I get penalised for raising a suspicious transaction to them (before they do) and they say thank you by suspending my account.

You can`t beat good customer service and common sense.

that sucks.


now, where is my popcorn?

Ups drama

epass sucks

everyone should switch to stormpay

We talked at 5am CET.
You then left a message again at 2:29pm CET I answered that at 5:03pm CET.
I am sorry I didn't respond sooner but since its Saturday I allowed myself to go outside for a couple of hours.

About your issue, if your account were suspended because of that transaction I apologize since I told you that it would not. Someone made a mistake and suspended your account when it shouldn't have been.
This shouldn't have happened and I can't apologize enough for the trouble this has caused you.

Like I told you I will get on this first thing Monday morning when Risk Management gets into the office.

When people contact me I forward the problem to the different departments and ask them to look into the issue, (Tech, Account Verification, Risk Management and so on). I assume both Rodney and Troy works in CS but I don't know them never deal with CS I forward the issues straight to the different departments.

i think we shouldnt have to pay 2 on every withdraw!! lol

Your account have been unblocked.
The person handling this issue have just responded to the request I sent this morning after talking to you.

Maybe it's time to stop using outsourced employes with an IQ of 60 that can't read proprely... OR fix whatever is going wrong in your boat, because a lot of water if floating through... There is 2-3 epass hate threads every week now... this is 10x worse then when we used paypal...

I'm not bashing you personally Keyzer, you don't have the power to change things yourself... and you're doing the best job you can.

Keyser Soze: Great work you are doing for epass...

Account Verification, Risk Management, Tech and so on is NOT outsourced and from my experiences with them they are hard working, intelligent people.

After starting with ePassporte I've got a lot more understanding on how much it takes to run a service like ePassporte, how complex it is and the amount of scammers trying to take advantage of the system.

Remember how many webmasters use ePassporte no matter how ePassporte is run there will always be mistakes made, or unhappy customers.
Webmasters by nature aren't patient, they want things done yesterday, their way. I myself is like that.

Epassporte apparently suspended my account too. After waiting 45 minutes on hold they finally said there was no reason to suspend my account but they cannot unsuspend it until I talk to someone on Monday when the fraud team is there.

I haven't even sent money to anyone in probably 6 months. All I do is receive money and withdraw it.

Email me your account name and I'll see if I can get hold of someone.

keyser soze is a great help! got my accounts back on track faster than calling them

Sent. Thanks for looking into it.

I would have withdrew the money and then called them...

Really? I just got the usual template answer "will get back to you as soon as I know more".... 3 weeks ago and account still suspended.

Thank you.

If this is type of remark is directed at me...yes I do expect things to be completed promptly particularly when the error was due to yourselves.

Anyway, thanks again for getting this fixed. This thread would have never existed if you would have given me the assurance on ICQ that it would be addressed today but you didn`t do that hence the criticism.

I wasn't, I was talking webmasters in general, I think we are very impatient.

I understand your frustration and when its about having access to your money things can only move to slowly.

Fair comment. Good luck in your role. :)

My mistake I thought you had been notified.
I just mailed you.

Good job :thumbsup