ePassporte: Answer the Fucking Phone!
 

I happened to use my virtual card to place an order with APMEX.com the other day, while you all were having your little "database problem". APMEX refuses to ship to any address other than the billing address for obvious reasons. When they ran the charge, your system gave them an auth (causing funds to be held) and instead of returning a normal AVS pass or fail response, it sent back a parameter of "Global".

APMEX canceled my order and voided the auth. They didnt just remove it from the batch and settle, they voided it. So funds ought to be released now. But they arent.

APMEX called me yesterday asking what was wrong with my card in regards to the strange AVS response. I told them to call you and gave them your number. They said they would and that if ePassporte would verify the address they'll ship. I have an e-mail in my inbox from APMEX saying that ePassporte did not answer the phone when they tired six different times to call today.

Now this has gone on long enough. Answer the fucking phone and do what you are paid to do. And clear that goddamn auth off my card so that they can try to run the card again in the unlikely event that you ever do answer the phone and give them whatever it is that they want.

They are probably flooded with calls because of the password fuckery going on.

Please contact me with your account name.

hmm i wish this kind of trouble won't happen again. sorry to hear that bro.

Thats not good... hope you get it worked out, never had that kind of problems myself though..

ya they are screwed over there. What about people that can't remember all their details? THey are fucked because these guys can't manage their technical issues. Losing passwords? you have to be kidding me.

Epass is dead to me unless my card starts to work without having to do anything.

you could replace Scott McClellan, press secretary ...

Same type of job :)

<broken_record>

This is why I only use epass to withdraw non essential cash from an ATM. If you use it as a CC then you're going to run into preauth "we can't do anything unless the merchant contacts us" issues sooner or later.

</broken_record>

Yes, but in this case the merchant has "contacted" them by VOIDING the auth and then settling the batch. Now, they can jerk me off all they want but I have worked in payment processing for some time until I had enough in January and walked out the door, and I know that when the batch is settled, the card company or whoever on the other end has thier information within 24 hours. Now, they can choose not to post it to customers accounts or otherwise play games, but the info is there.

This batch was closed by the merchant more than two days ago. What is the fucking problem? Moreover, why is ePassporte returning bullshit responses for the AVS response? This wouldnt be an issue had they not fucked that up to begin with.

Now, if you meant a more literal form of contact, well that still needs to be done too but for that to happen ePassporte will have to answer the fucking phone which they have proved themselves absolutely incapable of doing.

The account is "[email protected]".

Technology, don`t u just hate it!

haha, the epassporte guy went into hiding it would seem.

And on Monday, APMEX will tell me to pay with another payment method or lose my account.

No I didn't I have forwarded this issue and you will be contacted about it.

Tick tock. Tick tock.

Will the contact be by e-mail, phone or telepathy? In any event, it hasnt come yet. But I see you guys found the time to run a contest to give away a grand and some passes to a conference or something. Dont you think that reeks a wee little bit of having a bad case of fucked up priorities?

Shaliza isn't the one handling these kind of issues.
Different departments handles different things.

If you missing a payout from a sponsor you don't contact their tech department right?

No, of course not.

But when there is a crisis in the company - and what you all have going on does amount to a crisis - you cease non-essential activities and put the manpower that would be used in performing them towards taking care of the crisis. And lets say that the marketing person you speak of (or whatever she does) couldnt help with the crisis, well when you all have fucked over so many people dont you think that it would be smart to maybe hold off on the promotion out of respect for the victiums?

Its a slap in the face for you to be over in another thread promoting away while so many others are in a serious bind because of some stupid thing you all did. Most are in a much more serious bind than I am, my order was just for pleasure and it wont be the end of the world if it dosent get done right now, but you all have fucked sponsors which in turn caused the sponsors to fuck thier affiliates. Its different when one person has an issue, you dont stop the company for that. But I am not the only one having a problem. It looks like almost everyone was or still are in some cases.

Its the same reason resturants dont allow employees to take smoke breaks out in the dining room. It looks bad. When some guy hasnt gotten his food and looks over and sees 10 employees on break what is he supposed to think. He thinks that the resturant people would rather sit around than serve him.

Keyser Soze,

Being from a processing background myself I've often followed some of these ePassporte threads and I must say that you have one of the worst attitudes I've ever seen in support. I respect the folks behind the product greatly and no one here can argue their successes yet the fact that you have been allowed to continue with your snide comments to real problems is baffling to me.

Support is not an easy job. In fact it's often a very thankless one but you need to remember who truly pays your bills at the end of the day and show them a bit of respect instead of simply being a smartass.

John

Keyser is an extremely good support at epass .. when i had the password problem .. he solved it very quickly and efficiently.

Well, epassporte answered the phone for APMEX. Finally. The address is now verified to APMEX's satisfaction. Apparently, ePassporte also told them to fax the auth release form to them. APMEX has faxed -- once today and once on Friday -- epassporte's "release authorization" form. They have also voided the auth and settled that batch.

Yet there is still a hold on my card. Now, I am getting pretty fucking pissed off. You all have the form. Twice. Your little bullshit procedure has been staisfied. Even the most suck ass credit card companies will clear an auth if the merchant calls in and requests it and all clear auths when an auth is voided and the batch settled. You seem to want to do neither, and have established your own little procedure (which, BTW, is incompatable with the Visanet protocol and may put you in violation of your merchant agreement) and we have followed that, too.

So what the fuck is your major malfunction? Get your fucking thumbs out of your asses and remove the auth from my account so they can get thier fucking order through. If this is not done by the time I wake up tommrow, I am going to start calling you. And you can bet the farm that the lady at APMEX will be alot nicer than I will be and you'll be wishing you were dealing with her still.

OMG it's pretty obvious by now that epass is a peice of shit product with shit support, but there is no viable alternative. I've had problems everytime I used the virtual visa, no more for me. I only receive my $, take it out at the bank and shut the hell up

Yeah, but I dont want to pay for thier damn ATM card. But after this fiasco, it looks like thats what I am going to have to do. I should have gotten the ATM card, withdrew the money, got a money order and overnighted it. Costs to overnight would be well worth the aggravation saved.

Its amazing how the simplest things blow up and turn into a clusterfuck so quickly.

I just got through the last of my voicemails. Nothing from ePassporte there. No e-mails, either. And I am not sensing any incoming telepathy connections. So when will I be contacted about this again?

Phone is ringing, epassporte. Answer it.

Good luck

Oh my god, a human picked up. Finally. Then, after giving her my account information, she puts me on hold (without saying anything -- great customer service there) and then comes back and claims that no faxes have been recived for my account. I explained that they have of course been recived because they were sent twice. This really sucks, this is a trick right out of the eBay playbook, play hide the ball with the faxes. I am on hold now and have been for like 12 min while she checks with another department for the fax. I am now taking bets as to whether or not they'll find the fax and also whether they will come back to the line. Odds are +1000 on that they'll do neither.

haha, now she comes back to the line and they have the fax. But she said that according to "corporate" (whoever that is, she didnt elaborate) I cannot have the funds back for three to five working days. WHY!!!!??

So they have the fax. Twice. They have been called by the merchant several times saying THEY ARE NOT GOING TO CHARGE THE CARD. They have the voided auth in a settled batch. They admit to the first point and play dumb on the second one and ignore the third. Yet they are still holding my money.

Then, to top it all off, I asked for a supervisor and the dumb bitch hung up on me. You know, I thought PayPal was bad. But ePassporte makes PayPal look like saints.

Unbe-fucking-liveable!

uuh, that's not good

Well, it finally came off. Thank god this chapter is behind me. It sure took alot of effort to get such a simple task done.

I have sent about 20 emails asking for my password to be fixed and not got one answer yet.


dyker