Thinks had been going good. A fair amount of new singups, money coming in, ability to expand grow, develop, etc..

As of Monday our deposits stopped. I thought it was a fluke and gave it a few days. As of today I finally called our processor.

I'm frustrated and don't know what to do after this call.

Our account is being audited, which doesn't bother me. They have suspended all deposits until this is done and they establish a "Reserve". The reserve doesn't bother me much either. What does bother me is not a single phone call or letter telling us what was happening.

What started this you might ask, well this bothers me a lot also. We had a rate set for $5,000 in transactions a month, but our sales rep and underwriting new we were a growing business and that this was just a start. We went over this as of the end of May. Now, this alone was not enough. We are a global company and provide services to customers worldwide. Well, now they have flagged over half of our International customers, many of whom I had already called and verified for fraud reasons. They want to contact them now.

Has anyone else ever had a situation like this?

After spending 3 hours on the phone with WorldPay I am extremely tempted to switch.

If we had recieved a phone call or anything I would probably not have a problem with this as it would be resolved already. But no phone call, letter or anything.

Any ideas or reactions please.

I heard WorldPay was doing that with an acquaintance of mine actually. Well all he e-mailed me was WorldPay wanted to contact his clients.

I thought it was strange as well. Well that & maybe he was not telling me something :)

Now when you went over your limit, did you call them to let them know this was going to happen? That is important to do with any & all merchant accounts.

(BTW - this might be better suited in the e-commerce forum)

*moved to ecommerce*

These kinds of situations can happen from time to time... but as Corey mentioned, did you exceed your established parameters
and/or have you had any chargebacks? And also - this is very important - how long have you been processing with them and has anything else about your processing changed, like your av. ticket amounts, etc.?

It is difficult to common on a risk situation without knowing the full details. But on the general level, it all stems back to the risky nature of Internet processing and the increasing losses that banks/acquirers have been taking as the fraud rates increase across the world.

I think you would be absolutely astounded at the losses that many payment processors take on Internet / e-commerce merchants. Small or large, the risks are very real and so merchant processors try to protect themselves by doing these audits & spot checks to make sure that everything is running as it should be.

For a merchant who processes a lot of international sales, it is probably not unreasonable for their processor to want to do some verifications to establish a level of comfort with the account.

My suggestion would be to comply with their request, be polite and forthcoming with all information, and that should help you to resolve this issue within a matter of days. It may take them several business days to get through to the cardholders via the issuing bank route so you'll have to be a little patient with them, unfortunately, while they do this.

Best of luck in a quick resolution to your issue!

Why do people stick with this type of serice!

If I was you i'd simply tell Worldpay where to go and find a better solution that caters for companies that actually want to grow from strength to strenght.

I guess I said a little wrong. I am looking to switch "TO" worldpay from our current processor.

How long: 3 Months

Chargebacks: 1 and they were pre-notified. We were having a problem refunding it because the customer had already cancelled the card. They were pre-notified.

There problem revolves around our international customers.

I guess a large part of my problem here is 1. They never bothered to contact and tell us. To me that is bad business. 2. They can't get thier figures straight. First they said it was june, when I know it was may we went over, then they corrected themselves after I corrected them. 3. I was polite and professional to the gal on the phone and she had an attitude. 4. I was lied to during the call (seperate thing).

To me that is unprofessional. If they had simply made a phone call or a letter I wouldn't complain.

I have been contacted a few times over the years to verify a purchase here and there... it is not uncommon for this to happen, and is probably a risk management thing for your processor.

But with regard to the service issues... lack of notification, etc.. this is bad and could indicate further decline in service. Why stay with them when you have such good alternatives? (cdgcommerce, etc...)

Ah, that clears it up a bit. Yes, I don't blame you for wanting to switch back then given your circumstances with your current provider.

A risk department at a merchant processor should always attempt to work cooperatively with merchants to resolve risk issues. Risk questions, inquiries or concerns can't always be avoided but I agree fully that everyone needs to work together to resolve them.