linux-tech
06-21-2004, 10:04 PM
Maybe it's just my idiotic sense of customer service, but usually when a company says "We'll do that", they should do it, no? Or even better. When I call company A, they should be able to transfer me TO departments within said company, right? Or, better yet, when I call company A, and give them my account number, they SHOULD be able to pull it up, right? You'd think so, but such isn't the case with e-onlinedata.
True story;
When I set an account up with these guys (just over a year ago), I was using a small town bank for my banking. They provided me with what I needed. Well, it came time to move, and small town bank no longer supplied what I needed. Great, so I contact my current bank (who is absolutely great), do the whole setup new accounts thing there and all is fine and dandy.
I call EOD, update the routing information, banking information, send new check copies, all that jazz. I specifically asked them if I needed to update auth.net, as auth is my choice of providers. Their answer: "No, sir we will do that for you". Great!! So, 2 months down the road, I get a notice in the mail from the old bank about pending transactions. I look @ the statements and realize this was made AFTER (2 weeks) I had called EOD and they said "hey, we'll do this for you". I called Authorize and they had NO clue what was going on. Apparently someone (EOD) forgot to mention this little routing change to them. Well, now I have another problem. Since I had no funds in the old account, it was overdrawn by $10, PLUS a $45 fee.
Great, so I mention this to the clowns over @ EOD and their response (I kid you not): "We never said we'd do that". Errrrrrm, well, they screwed something up somewhere, costing me a good $55. I flat out told them that they were responsible for that, as they (again) said they'd update auth.net on routing. Of course who ends up paying for their screwup? ME! They won't take responsibility for their actions, nosir, noway!
I wish I could say it ended there, but sadly, no it doesn't. Everything went fine until last month when I had a customer perform an illegal chargeback (service was delivered, etc). Well, it took a good 3 weeks to get them moving on this to the point where I could see what exactly was going on, and I got the funds back in the account.
Great, sooooo, no problems right? Wrong!
Just this morning I logged into my banking account (I check every few days) to notice that AGAIN they had taken out the same amount of money ($100) from this account. Well, wonderful. So, I pick up the phone, call them. This is around noon'ish.
The person I spoke with verified that they withdrew the funds, but couldn't really say WHY they withdrew the funds. Okay, well, I knew the first part so I wasn't learning anything new. I asked to be transferred to individuals who DID know what was going on, her response was just disgusting (apparently it's standard now):
"I'm sorry sir, but I can't transfer you to that department. You need to call blah blah blah".
So, I did just that. I picked up the phone, called this number to find that it's a whole different company entirely. Perhaps a parent company? Yup. I gave the individual my acct # and she tried to find it. Her response? "Oh, I'm sorry sir, but I can't help you with that account number" (???????) So, again, I ask to be transferred to someone who can. I get vm.
Usually, I don't leave voicemails, but I did this time. Thankfully the guy called me back in 20 minutes, or less. I gave him my account #, and he was like "Oh, I'm sorry, but I can't help you with THAT account number". Errrrrrrm, what? So, I asked him to transfer me to someone who could. Same response as the first one.
"I'm sorry sir, but I can't transfer you to that department. You need to call blah blah blah".
Greeeeeaaaaaaaaat, we're playing circles here folks. In fact the number he gave me? EXACTLY the first number that I called. It'd be funny if it wasn't idiotic and ridiculous.
So, I call this number, by now I've been waiting for an hour to find out why someone took $100 from my account. I don't think that's a invalid request, now do you? When I get on the phone with this number, obviously I'm upset. I mean, I've jumped through every single hoop this company has put in front of me and I'm STILL nowhere near the answer to the question 'why did someone take money from my account'. We're about 1 right now, so the individual I speak with said "I'll have someone call you back, give me a number".
I gave her the number and waited until 3. By this time, it's apparent nobody's going to call me back and I want answers. Really now, I still don't think it's an invalid request to find out WHY someone took $100 from my account when it was unauthorized. So, I call again. The first person I get on the phone wouldn't shut up for 2 seconds, refusing to do anything at all for customer service. Finally, I demanded to talk to a manager, and she transferred me. 2 seconds later I'm hung up on. Great way to keep my business!
I wait another 15, call again. This time, I'm beyond upset, I'm beyond pissed. I've just been hung up on when all I want is ANSWERS! The guy I talked to was very understanding, in fact he waited on the phone with me for a supervisor until one showed up, or became available. Unfortunately when HE transferred me, I got the "I'm sorry, that extension is not valid message"
4th time's the charm, right? Thankfully the last guy was rather nice, otherwise I would have just blown up. I call back AGAIN, hoping to get the last guy, but I get a new one. No biggie, he does some research and discovers (once again) what I already knew. There was a chargeback for $100 (that's the only reason they would have taken so much out). Great, so we're getting somewhere? Right? Not really. He transfers me (yes transfers me) to someone in Risk. Goodie. This guy in risk actually spends 15 minutes looking stuff up for me. Not just trying to make excuses, but looking stuff up!! Unfortunately, HE can't get anything either (really, it's not his fault). He gives me the same toll free #, but says that all accounts have been moved to another numbering system. BINGO! I ask my new number, and whether that'd affect anything, and he gives it to me, keeps looking, and apologizes greatly that he can't transfer me directly (again, not his fault).
I call the number AGAIn, this time ready for the "I can't help you with that account #" crap. I give her both, she looks up the new one and says "OOOOH, here we go" Well, great. The chargeback department finally recognizes me! Now, will they tell me who the unlucky SOB was, and why I'm (yet again) going through another chargeback?
"I'm sorry sir but I do not have that information".
HUH?????????????????????????????
A company takes funds out of my business account, yet when called on it, they not only refuse to give you a reason WHY they took the funds out, but give you the run around doing so?
Can someone PLEASE tell me how this is professional, or even "service"? I'm looking at it every which way and still can't find any sort of professionality or service in here. Granted, a few of the techs were good (errm support guys, sorry), but how in the bloody HELL can you take money ($100) from an individual's account yet NOT know why it was taken out 3 days later. I say 3 days, because if it hit MY bank this morning, it was initialized on Friday, 3 days is the standard between myself and EOD.
And yes, I HAVE already (hopefully) found a replacement for them, but my god. This is absolutely THE worst example of "banking" that I have EVER seen or witnessed in my life!
True story;
When I set an account up with these guys (just over a year ago), I was using a small town bank for my banking. They provided me with what I needed. Well, it came time to move, and small town bank no longer supplied what I needed. Great, so I contact my current bank (who is absolutely great), do the whole setup new accounts thing there and all is fine and dandy.
I call EOD, update the routing information, banking information, send new check copies, all that jazz. I specifically asked them if I needed to update auth.net, as auth is my choice of providers. Their answer: "No, sir we will do that for you". Great!! So, 2 months down the road, I get a notice in the mail from the old bank about pending transactions. I look @ the statements and realize this was made AFTER (2 weeks) I had called EOD and they said "hey, we'll do this for you". I called Authorize and they had NO clue what was going on. Apparently someone (EOD) forgot to mention this little routing change to them. Well, now I have another problem. Since I had no funds in the old account, it was overdrawn by $10, PLUS a $45 fee.
Great, so I mention this to the clowns over @ EOD and their response (I kid you not): "We never said we'd do that". Errrrrrm, well, they screwed something up somewhere, costing me a good $55. I flat out told them that they were responsible for that, as they (again) said they'd update auth.net on routing. Of course who ends up paying for their screwup? ME! They won't take responsibility for their actions, nosir, noway!
I wish I could say it ended there, but sadly, no it doesn't. Everything went fine until last month when I had a customer perform an illegal chargeback (service was delivered, etc). Well, it took a good 3 weeks to get them moving on this to the point where I could see what exactly was going on, and I got the funds back in the account.
Great, sooooo, no problems right? Wrong!
Just this morning I logged into my banking account (I check every few days) to notice that AGAIN they had taken out the same amount of money ($100) from this account. Well, wonderful. So, I pick up the phone, call them. This is around noon'ish.
The person I spoke with verified that they withdrew the funds, but couldn't really say WHY they withdrew the funds. Okay, well, I knew the first part so I wasn't learning anything new. I asked to be transferred to individuals who DID know what was going on, her response was just disgusting (apparently it's standard now):
"I'm sorry sir, but I can't transfer you to that department. You need to call blah blah blah".
So, I did just that. I picked up the phone, called this number to find that it's a whole different company entirely. Perhaps a parent company? Yup. I gave the individual my acct # and she tried to find it. Her response? "Oh, I'm sorry sir, but I can't help you with that account number" (???????) So, again, I ask to be transferred to someone who can. I get vm.
Usually, I don't leave voicemails, but I did this time. Thankfully the guy called me back in 20 minutes, or less. I gave him my account #, and he was like "Oh, I'm sorry, but I can't help you with THAT account number". Errrrrrrm, what? So, I asked him to transfer me to someone who could. Same response as the first one.
"I'm sorry sir, but I can't transfer you to that department. You need to call blah blah blah".
Greeeeeaaaaaaaaat, we're playing circles here folks. In fact the number he gave me? EXACTLY the first number that I called. It'd be funny if it wasn't idiotic and ridiculous.
So, I call this number, by now I've been waiting for an hour to find out why someone took $100 from my account. I don't think that's a invalid request, now do you? When I get on the phone with this number, obviously I'm upset. I mean, I've jumped through every single hoop this company has put in front of me and I'm STILL nowhere near the answer to the question 'why did someone take money from my account'. We're about 1 right now, so the individual I speak with said "I'll have someone call you back, give me a number".
I gave her the number and waited until 3. By this time, it's apparent nobody's going to call me back and I want answers. Really now, I still don't think it's an invalid request to find out WHY someone took $100 from my account when it was unauthorized. So, I call again. The first person I get on the phone wouldn't shut up for 2 seconds, refusing to do anything at all for customer service. Finally, I demanded to talk to a manager, and she transferred me. 2 seconds later I'm hung up on. Great way to keep my business!
I wait another 15, call again. This time, I'm beyond upset, I'm beyond pissed. I've just been hung up on when all I want is ANSWERS! The guy I talked to was very understanding, in fact he waited on the phone with me for a supervisor until one showed up, or became available. Unfortunately when HE transferred me, I got the "I'm sorry, that extension is not valid message"
4th time's the charm, right? Thankfully the last guy was rather nice, otherwise I would have just blown up. I call back AGAIN, hoping to get the last guy, but I get a new one. No biggie, he does some research and discovers (once again) what I already knew. There was a chargeback for $100 (that's the only reason they would have taken so much out). Great, so we're getting somewhere? Right? Not really. He transfers me (yes transfers me) to someone in Risk. Goodie. This guy in risk actually spends 15 minutes looking stuff up for me. Not just trying to make excuses, but looking stuff up!! Unfortunately, HE can't get anything either (really, it's not his fault). He gives me the same toll free #, but says that all accounts have been moved to another numbering system. BINGO! I ask my new number, and whether that'd affect anything, and he gives it to me, keeps looking, and apologizes greatly that he can't transfer me directly (again, not his fault).
I call the number AGAIn, this time ready for the "I can't help you with that account #" crap. I give her both, she looks up the new one and says "OOOOH, here we go" Well, great. The chargeback department finally recognizes me! Now, will they tell me who the unlucky SOB was, and why I'm (yet again) going through another chargeback?
"I'm sorry sir but I do not have that information".
HUH?????????????????????????????
A company takes funds out of my business account, yet when called on it, they not only refuse to give you a reason WHY they took the funds out, but give you the run around doing so?
Can someone PLEASE tell me how this is professional, or even "service"? I'm looking at it every which way and still can't find any sort of professionality or service in here. Granted, a few of the techs were good (errm support guys, sorry), but how in the bloody HELL can you take money ($100) from an individual's account yet NOT know why it was taken out 3 days later. I say 3 days, because if it hit MY bank this morning, it was initialized on Friday, 3 days is the standard between myself and EOD.
And yes, I HAVE already (hopefully) found a replacement for them, but my god. This is absolutely THE worst example of "banking" that I have EVER seen or witnessed in my life!