AdY
08-10-2004, 08:31 PM
I'm sick of it. I'm sick of planning my vacation and sick of counting on ikobo.com's poor service.
What happend: a few months ago (around 2 ;) ) i've decided to take a trip with my girl and family to the mountains. The summer is killing hot in my town, and we thought a vacation will give us strenght for a new...year, with school getting harder than ever.
So after working 14hours/week, as usual, i've decided to cash-out my hard-earned money in order to pay for my trip. Already having some money, i just got my final sallaries and was ready to "boom", giving the fact that the trip should be starting within...24 hours.
Just that the ATM declined my i-kard. With my experience with ikobo, i knew something was wrong. I then decided to go to a different ATM and try to do a balance inquiry: same result, "unable to process your card. Please contact your bank or try again later."
Got home, logged into my ikobo account (just a note: ikobo.com's website is down as i'm ranting here) and surprise: 363$ (the maximum i could grab from the ATM) got deducted from my account, although i never got the money.
Got online with their customer support, with a discussion that took place like this:
Welcome to iKobo online help.
One of our operators will be with you soon.
Please wait
--------------------------------------------------------------------------------
Bob: Thank you for choosing iKobo. My name is Bob. How may I help you today?
You: Hello
You: I need to talk to a supervisor. Is that possible?
Bob: may I know what this is in regards to?
You: Also i require some attention and answers in a timely manner
You: About some F*CKING charges that ikobo implies to my account.
You: One mom
Bob: please refrain from profanity or I shall have to close this chat session
You: I'm the holder of *ikobo acct. here*
You: Sure, i apologize.
You: Though i'm sure this session will be closed without any resolution, as i just got used.
You: 08/10/2004 11:24:08 AM CASH FROM DDA 123456 ATM DIR.VAMAL,*exact location here* $-364.01 $1.50 $185.92
You: This is my last transaction. One that was supposed to give me MY funds (i have worked for those, btw) so i can enjoy my vacation.
Bob: one moment while I pull up your account
You: Apparently "your bank was unable to process the transaction" (that's what the ATM showed), though IKOBO STILL charged me the funds.
You: That's the forth time and now i need a resolution, and i need it NOW. Not next year, not within the next 90ays. NOW!
Bob: I need to ask you your security questions
You: There's absolutely no reason for you to charge my account when no money were whidrawned. And it's not because of the ATM as other ATM's still couldn't process my transactions (i've tried "view balance" within dif. ATMs), so i'm sure i know why this happen. I only want my money back.
Bob: *security question here*
You: No, don't ask my security questions. Ask Neil and other workers why that security question can't be changed
You: ask me my password, my address and any other details you need. Don't ask me a security "question" that can't be retriewed nor changed
You: I've setup the acct. one year and a half ago, and there was no use for security question. Hence i put something "as it was", to see how ikobo is working
You: (and yes, i was wrong)
Bob: can you verify your address then?
You: *address verified*
Bob: you are disputing this transaction? 08/10/2004 11:24:08 AM CASH FROM DDA 123456 ATM DIR.VAMAL,(exact location here* $-364.01 $1.50 $185.92
You: Correct
You: I'm not dispuing it, because i haven't got any money. I request my funds from that transaction.
You: disputing*
You: And my ikard to be working, btw. Which it is not.
You: So? What's to be done? Where should i ask for help, because I NEED my funds today.
Bob: has a csr previously filed a dispute for you?
You: CSR?
You: What's that?
Bob: a customer service rep
You: A dispute form (with ikobo) takes upto 90days for resolution. I don't have 90days available to sort this out, i only have a few hours. That's not a DISPUTE, that's something you (as in for ikobo) took from my account.
You: Shortly, some funds that i've been hardly working for.
You: No, as you you can see, the issue was happend a few minutes ago.
You: I have had two dispute forms with ikobo so far (within the last year), and both have been solved 2months after. I don't need that again.
You: I want IKOBO to contact the bank (if that's the case), to check whether or not the funds have been paid (and they have not been paid) and to refund ASAP my funds. And also, get my ikard working. That's what i need.
Bob: unfortunately if the ATM did not dispense the funds we would not be able to change the transaction instantly
Bob: we have to file the proper dispute to investigate the iussue and find out where the funds are
You: yes you will. Because at the time this happend no ATM in town would recognize the ikard.
Bob: inorder to put them back into your account
You: So that's an issue with YOUR bank. And i'm not to be held responsable for that.
You: If it's to fill a form, that will be only for sueing ikobo. Right now i'm asking you or your supervisors to refund my account.
You: Because i need my money. I don't care what it will take after this.
You: So if you're not in a position to solve this in a timely manner, please ask a supervisor to contact me. Because i won't wait 90days.
You: I've transacted more than *XXX*$ with ikobo and i know how things are working. Or at least i got a clue.
You: I'm working hardly for my money and i don't need ikobo to keep them away for me. I pay comissions and that's because you deliver the funds. When you don't deliver the funds, i'm not to be held responsable.
Bob: I will transfer you to a supervisor
You: Correct?
You: Thank you, please do that
Manager: hello
Manager: How can I help you today?
You: Hello.
You: My name is *full name here*.
You: Would you please read the conversation log that took place a few minutes ago, so that i won't have to start it again?
Manager: one moment pls.
You: sure
Manager: ok, sir, unfortunately, it takes 90 days to process these ATM disputes. There is no way around that time frame.
You: I believe i'm still taking to Bob, right?
Manager: no.
You: Because i can clearly remember talking to *ikobo's supervisor name here* who fixed me a similar issue within 30mins.
Manager: My name is *his name*.
You: Let me tell you exactly what was happening. You can agree or disagree.
Manager: that is impossible, sir.
You: 1. I have worked for some money.
You: 2. A customer of you paid you big comissions to get the funds delivered into my account.
You: 3. The funds have been delivered. I took my ikard, the ATM DECLINED (i couldn't bold) my transaction but still IKOBO stole (is it the right word?) the money from my account.
You: 4. Those money are needed for the vacation i have planned and worked for which was supposed to take place tomorrow.
You: You CAN NOT held me responsable for this.
Manager: 1. iKobo did not take your money.
You: Please refund my money NOW and i fill a dispute form. You then can use it as you want and if ikobo really lost thoose money, i'm sure you'll get them refunded.
Manager: 2. I can handle this for you, however, it will have to go through the 90 day dispute propcess.
Manager: We cannot reimburse your funds without going through the dispute process.
You: Alternative to 2: Refund my account now (because the money dissapeared within minutes, not within 90days) and then use the dispute form as you want to get YOUR money back.
Manager: the process may take up to 90 days.
You: I have read many times your TOS. It says nowehre that WE can be held responsable for ikobo's mistakes.
You: It says nowhere than i have to cancel my vacation because ikobo couldn't deliver some funds.
Manager: this is not iKobo's mistake.
Manager: This is a mistake made by the ATM.
You: I've been to THREE ATMs
Manager: the transaction needs to be investigated.
You: I think i got that clear.
You: I've been to three different ATMs and my IKARD WAS NOT WORKING. The money where deducted, i need them refunded. It simple.
You: If it's to fill a form, i'll make sure it will be two forms, not one.
You: So i'm asking you for a resolution within one day, not 90days. I don't care the reasons, it's not my mistake and i'm definately not the one that has to suffer from being your customer.
You: I'm sure that THIS is possible: refund my account and then take your money back within 90days, eventually ask for a comission for this period.
You: But i'm sure i'm not entitled to wait 90days for omething that wasn't my mistake.
You: i've paid for the transaction, and i expect it to be done when I NEED IT, not when ikobo wants it.
Manager: I understand how you feel, sir, however... this is the procedure.
Manager: I do apologize for the inconvenience, however we cannot credit back your funds without going through the prpoper procedure.
You: And i've asked you for a different procedure. There's no difference for you, but it is for me.
You: YOU (ikobo) take it through the proper procedure.
You: It's not my fault. I want a different procedure, otherwise i'll deal it however i can.
You: I'm not the only one that has been suffering because of ikobo. All over the web you can read different horror stories. I don't want to be a part of your 'feedback'. I just want my money back, and i ask you to handle this and get it fixed within one day.
You: No matter what the procedures are.
You: Tell me what i need to do to get my funds back today, then. If you can not, there must be something i can do, isn't it
Manager: You will not be able to get your funds back today.
You: Just like that?
You: And why is that? I had the funds into my account today.
You: I surely don't have them into my hands right now.
You: So the funds must be somewhere. This happened three times within a single year.
You: If someone was able to sort it within 30mins, i guess that could be done a second time. It's YOUR fault, not mine. YOU wait 90days, because i had a vacation planned.
You: I have worked for the money YOU took, not YOU.
You: (refer to YOU as in for ikobo or whomever)
Manager: We did not take the money, sir.
You: i didn't, that's for sure. So someone did.
Manager: The ATM took your money.
You: Sir
You: please don't take me as a stupid.
You: I've just told you that three different ATMs, from three different banks had the same result: "The bank is unable to process your transaction. Please try again later". Just that noone was thinking that LATER no funds will be there.
You: So please don't say that three banks from Romania were not working.
You: I repeat: this happened in the past and this has been dealt within 30mins. I expect the ame results, because the situation is very similar.
You: Please contact your bank, deal with it and refund my funds. Please do that, because i know that's possible.
You: The CARD was not working at the time i tried to whidrawn my funds. It's not a dispute, it's a mistake. And it's your bank's mistake. Don't take me responsable for that. So please issue the refund.
Manager: Sir, I sincerely apologize, however, there is no way for us to refund your funds today. We will have to go through the dispute process and that process MAY take up to 90 days.
You: Ok, so you don't want to refund my account . I understand
You: Will you please mail me the form and all the steps i need to take at *my email address here*
You: ?
Manager: I never said I didn't want to refund your account, sir.
Manager: We fill out the form for you.
You: As for "apologize", please don't. We both know it's not my fault and we both know this could've been taken care within minutes.
You: And also, we both know you just made me cancel a beautiful vacation because of your services.
You: "Thank you, IKOBO". This could make a beautiful feedback, i'm sure of it.
Manager: That is incorrect.
Manager: Your session is closed.
Close this window and restart if required.
I probably got this conversation wrong. I've been so nervous that i couldn't keep that hidden. Each reply of "BOB" needed like 5 mins, as the entire conversation took like 90mins or so.
20mins. after this ended, i got again online with "Bob". I made him a sort review of what we have talked before and asked him to verify if my i-kard was still working and asked him to mail me a dispute form, he said he hadn't talked to me as he just got online for work. Two Bob's, different swifts. I highly doubt it.
And a few hours ago I got another email saying it can take more than 90days.
I know i've probably got the wrong attitude, but i'm furious. I've been happy with ikobo whilst their services were awesome, but looking back through my emails, i can see 4 disputes with them within the last 8months. That's just too much, given the fact that everytime it was THEIR fault, not mine.
Just too bad paypal doesn't support my country.
Yet another rant. :(
Adrian.
What happend: a few months ago (around 2 ;) ) i've decided to take a trip with my girl and family to the mountains. The summer is killing hot in my town, and we thought a vacation will give us strenght for a new...year, with school getting harder than ever.
So after working 14hours/week, as usual, i've decided to cash-out my hard-earned money in order to pay for my trip. Already having some money, i just got my final sallaries and was ready to "boom", giving the fact that the trip should be starting within...24 hours.
Just that the ATM declined my i-kard. With my experience with ikobo, i knew something was wrong. I then decided to go to a different ATM and try to do a balance inquiry: same result, "unable to process your card. Please contact your bank or try again later."
Got home, logged into my ikobo account (just a note: ikobo.com's website is down as i'm ranting here) and surprise: 363$ (the maximum i could grab from the ATM) got deducted from my account, although i never got the money.
Got online with their customer support, with a discussion that took place like this:
Welcome to iKobo online help.
One of our operators will be with you soon.
Please wait
--------------------------------------------------------------------------------
Bob: Thank you for choosing iKobo. My name is Bob. How may I help you today?
You: Hello
You: I need to talk to a supervisor. Is that possible?
Bob: may I know what this is in regards to?
You: Also i require some attention and answers in a timely manner
You: About some F*CKING charges that ikobo implies to my account.
You: One mom
Bob: please refrain from profanity or I shall have to close this chat session
You: I'm the holder of *ikobo acct. here*
You: Sure, i apologize.
You: Though i'm sure this session will be closed without any resolution, as i just got used.
You: 08/10/2004 11:24:08 AM CASH FROM DDA 123456 ATM DIR.VAMAL,*exact location here* $-364.01 $1.50 $185.92
You: This is my last transaction. One that was supposed to give me MY funds (i have worked for those, btw) so i can enjoy my vacation.
Bob: one moment while I pull up your account
You: Apparently "your bank was unable to process the transaction" (that's what the ATM showed), though IKOBO STILL charged me the funds.
You: That's the forth time and now i need a resolution, and i need it NOW. Not next year, not within the next 90ays. NOW!
Bob: I need to ask you your security questions
You: There's absolutely no reason for you to charge my account when no money were whidrawned. And it's not because of the ATM as other ATM's still couldn't process my transactions (i've tried "view balance" within dif. ATMs), so i'm sure i know why this happen. I only want my money back.
Bob: *security question here*
You: No, don't ask my security questions. Ask Neil and other workers why that security question can't be changed
You: ask me my password, my address and any other details you need. Don't ask me a security "question" that can't be retriewed nor changed
You: I've setup the acct. one year and a half ago, and there was no use for security question. Hence i put something "as it was", to see how ikobo is working
You: (and yes, i was wrong)
Bob: can you verify your address then?
You: *address verified*
Bob: you are disputing this transaction? 08/10/2004 11:24:08 AM CASH FROM DDA 123456 ATM DIR.VAMAL,(exact location here* $-364.01 $1.50 $185.92
You: Correct
You: I'm not dispuing it, because i haven't got any money. I request my funds from that transaction.
You: disputing*
You: And my ikard to be working, btw. Which it is not.
You: So? What's to be done? Where should i ask for help, because I NEED my funds today.
Bob: has a csr previously filed a dispute for you?
You: CSR?
You: What's that?
Bob: a customer service rep
You: A dispute form (with ikobo) takes upto 90days for resolution. I don't have 90days available to sort this out, i only have a few hours. That's not a DISPUTE, that's something you (as in for ikobo) took from my account.
You: Shortly, some funds that i've been hardly working for.
You: No, as you you can see, the issue was happend a few minutes ago.
You: I have had two dispute forms with ikobo so far (within the last year), and both have been solved 2months after. I don't need that again.
You: I want IKOBO to contact the bank (if that's the case), to check whether or not the funds have been paid (and they have not been paid) and to refund ASAP my funds. And also, get my ikard working. That's what i need.
Bob: unfortunately if the ATM did not dispense the funds we would not be able to change the transaction instantly
Bob: we have to file the proper dispute to investigate the iussue and find out where the funds are
You: yes you will. Because at the time this happend no ATM in town would recognize the ikard.
Bob: inorder to put them back into your account
You: So that's an issue with YOUR bank. And i'm not to be held responsable for that.
You: If it's to fill a form, that will be only for sueing ikobo. Right now i'm asking you or your supervisors to refund my account.
You: Because i need my money. I don't care what it will take after this.
You: So if you're not in a position to solve this in a timely manner, please ask a supervisor to contact me. Because i won't wait 90days.
You: I've transacted more than *XXX*$ with ikobo and i know how things are working. Or at least i got a clue.
You: I'm working hardly for my money and i don't need ikobo to keep them away for me. I pay comissions and that's because you deliver the funds. When you don't deliver the funds, i'm not to be held responsable.
Bob: I will transfer you to a supervisor
You: Correct?
You: Thank you, please do that
Manager: hello
Manager: How can I help you today?
You: Hello.
You: My name is *full name here*.
You: Would you please read the conversation log that took place a few minutes ago, so that i won't have to start it again?
Manager: one moment pls.
You: sure
Manager: ok, sir, unfortunately, it takes 90 days to process these ATM disputes. There is no way around that time frame.
You: I believe i'm still taking to Bob, right?
Manager: no.
You: Because i can clearly remember talking to *ikobo's supervisor name here* who fixed me a similar issue within 30mins.
Manager: My name is *his name*.
You: Let me tell you exactly what was happening. You can agree or disagree.
Manager: that is impossible, sir.
You: 1. I have worked for some money.
You: 2. A customer of you paid you big comissions to get the funds delivered into my account.
You: 3. The funds have been delivered. I took my ikard, the ATM DECLINED (i couldn't bold) my transaction but still IKOBO stole (is it the right word?) the money from my account.
You: 4. Those money are needed for the vacation i have planned and worked for which was supposed to take place tomorrow.
You: You CAN NOT held me responsable for this.
Manager: 1. iKobo did not take your money.
You: Please refund my money NOW and i fill a dispute form. You then can use it as you want and if ikobo really lost thoose money, i'm sure you'll get them refunded.
Manager: 2. I can handle this for you, however, it will have to go through the 90 day dispute propcess.
Manager: We cannot reimburse your funds without going through the dispute process.
You: Alternative to 2: Refund my account now (because the money dissapeared within minutes, not within 90days) and then use the dispute form as you want to get YOUR money back.
Manager: the process may take up to 90 days.
You: I have read many times your TOS. It says nowehre that WE can be held responsable for ikobo's mistakes.
You: It says nowhere than i have to cancel my vacation because ikobo couldn't deliver some funds.
Manager: this is not iKobo's mistake.
Manager: This is a mistake made by the ATM.
You: I've been to THREE ATMs
Manager: the transaction needs to be investigated.
You: I think i got that clear.
You: I've been to three different ATMs and my IKARD WAS NOT WORKING. The money where deducted, i need them refunded. It simple.
You: If it's to fill a form, i'll make sure it will be two forms, not one.
You: So i'm asking you for a resolution within one day, not 90days. I don't care the reasons, it's not my mistake and i'm definately not the one that has to suffer from being your customer.
You: I'm sure that THIS is possible: refund my account and then take your money back within 90days, eventually ask for a comission for this period.
You: But i'm sure i'm not entitled to wait 90days for omething that wasn't my mistake.
You: i've paid for the transaction, and i expect it to be done when I NEED IT, not when ikobo wants it.
Manager: I understand how you feel, sir, however... this is the procedure.
Manager: I do apologize for the inconvenience, however we cannot credit back your funds without going through the prpoper procedure.
You: And i've asked you for a different procedure. There's no difference for you, but it is for me.
You: YOU (ikobo) take it through the proper procedure.
You: It's not my fault. I want a different procedure, otherwise i'll deal it however i can.
You: I'm not the only one that has been suffering because of ikobo. All over the web you can read different horror stories. I don't want to be a part of your 'feedback'. I just want my money back, and i ask you to handle this and get it fixed within one day.
You: No matter what the procedures are.
You: Tell me what i need to do to get my funds back today, then. If you can not, there must be something i can do, isn't it
Manager: You will not be able to get your funds back today.
You: Just like that?
You: And why is that? I had the funds into my account today.
You: I surely don't have them into my hands right now.
You: So the funds must be somewhere. This happened three times within a single year.
You: If someone was able to sort it within 30mins, i guess that could be done a second time. It's YOUR fault, not mine. YOU wait 90days, because i had a vacation planned.
You: I have worked for the money YOU took, not YOU.
You: (refer to YOU as in for ikobo or whomever)
Manager: We did not take the money, sir.
You: i didn't, that's for sure. So someone did.
Manager: The ATM took your money.
You: Sir
You: please don't take me as a stupid.
You: I've just told you that three different ATMs, from three different banks had the same result: "The bank is unable to process your transaction. Please try again later". Just that noone was thinking that LATER no funds will be there.
You: So please don't say that three banks from Romania were not working.
You: I repeat: this happened in the past and this has been dealt within 30mins. I expect the ame results, because the situation is very similar.
You: Please contact your bank, deal with it and refund my funds. Please do that, because i know that's possible.
You: The CARD was not working at the time i tried to whidrawn my funds. It's not a dispute, it's a mistake. And it's your bank's mistake. Don't take me responsable for that. So please issue the refund.
Manager: Sir, I sincerely apologize, however, there is no way for us to refund your funds today. We will have to go through the dispute process and that process MAY take up to 90 days.
You: Ok, so you don't want to refund my account . I understand
You: Will you please mail me the form and all the steps i need to take at *my email address here*
You: ?
Manager: I never said I didn't want to refund your account, sir.
Manager: We fill out the form for you.
You: As for "apologize", please don't. We both know it's not my fault and we both know this could've been taken care within minutes.
You: And also, we both know you just made me cancel a beautiful vacation because of your services.
You: "Thank you, IKOBO". This could make a beautiful feedback, i'm sure of it.
Manager: That is incorrect.
Manager: Your session is closed.
Close this window and restart if required.
I probably got this conversation wrong. I've been so nervous that i couldn't keep that hidden. Each reply of "BOB" needed like 5 mins, as the entire conversation took like 90mins or so.
20mins. after this ended, i got again online with "Bob". I made him a sort review of what we have talked before and asked him to verify if my i-kard was still working and asked him to mail me a dispute form, he said he hadn't talked to me as he just got online for work. Two Bob's, different swifts. I highly doubt it.
And a few hours ago I got another email saying it can take more than 90days.
I know i've probably got the wrong attitude, but i'm furious. I've been happy with ikobo whilst their services were awesome, but looking back through my emails, i can see 4 disputes with them within the last 8months. That's just too much, given the fact that everytime it was THEIR fault, not mine.
Just too bad paypal doesn't support my country.
Yet another rant. :(
Adrian.