Hello,

We're having a strange problem today. Most of our customers bill on the first, which would have settled by today. After checking with our bank, no transaction have come through. Our last transaction for the 29th settled fine, but not the next one on the first.

So, I call e-onlinedata, our merchant account provider. Customer service is not only fairly rude to me, but tells me that our account is in 'fraud prevention' and dumps me into a voice mail system. First, I was told the person was at lunch, now away from their desk. Is the entire 'department' one employee that can't take calls?

We don't even have an answer on why action was taken, much less what we need to do. No contact was made, just one day the money stoped. We have no charge backs or requests for statements on this account, which has been active and consistant for the last year. Every one of our accounts is screened and authorized in some way (i.e. phone call or references) so I know it's not from a fraudulant order. There aren't any large new accounts, for the most part it is all 'business as usual'

As every one here can image, this is a serious problem as about half of our monthly revenue comes from our CC batch on the first. Has anyone else experienced horrible service from them? Can anyone recommend a course of action? Who to contact? This is insane, we were not contacted in any form and now our money is tied up with no one to answer why or how to move forward.

This is happening across the industry, Cardservice, Ipayments, CTS Holdings.

Prepare for a long wait and get this ready.

When they finally speak to you they will want:

Name / Address / Telephone number / amount / description of product or service.

They will give you the last 4 digits of the card to match against.

Good luck, may the force be with you.

I know almost every account by first name, and half of those I can remember their username and password (things just stick for me sometimes). I call everyone personally, and usually chat and help finish setting up the account so things like this don't happen. If someone would let us know WHY finding the charge in question (if that's even what it is) won't be hard.

We did too high of a volume of transactions, and they 'just wanted to talk to us' before releasing funds. I'm not as bitter now (probably because this means I get paid and my kids get Christmas) but this was still handled poorly in my opinion. We were not notified that we were reaching any sort of limit or that we had past it.

Thanks for listening. My advise for anyone with problems with e-onlinedata to just keep calling.

Glad to hear that the issue is seemingly resolved, Rob.

Out of curiosity, how long have you been a customer with them?

Rudeness on the customer service side is never a good thing, of course, but since they did finally reach you - one thing that you may want to now request is that they document this issue on your account notes in the risk department so that if it happens again, they can refer back to those notes instead of holding the funds.

You may also want them to provide you - in writing - with a clear indication of your approval limits (average ticket, monthly volume, max ticket) and the acceptable tolerance levels so that there are no surprises in the future in store on that.

Glad to hear that the issue is seemingly resolved, Rob.

Out of curiosity, how long have you been a customer with them?

Rudeness on the customer service side is never a good thing, of course, but since they did finally reach you - one thing that you may want to now request is that they document this issue on your account notes in the risk department so that if it happens again, they can refer back to those notes instead of holding the funds.

You may also want them to provide you - in writing - with a clear indication of your approval limits (average ticket, monthly volume, max ticket) and the acceptable tolerance levels so that there are no surprises in the future in store on that.

We've been a customer for just over a year with a spotless record (her words).

They never did reach us. Mary finally called and said if <service rep> wasn't at her desk, to transfer us to her supervisor. After ~15 minute wait and a 20 minute chat with <service rep>, all's well. I'm sure she made notes.

My complaint at this point is that we weren't notified of any actions against our account. I had to discover unsettled funds and aggressively pursue contact.

Rob...I am very sorry to hear that your customer service experience was anything less than fully satisfying. We take this feedback very seriously and I will be pass it along.

I spoke with our risk department and also confirmed that our systems have been documented for future reference. This is common practice on our part and something we take very seriously. I believe that your limits, etc. were all reviewed with you as well (as suggested by the rep at CDG).

I am glad that your situation has been resolved and that we were able to speak with you within a half hour of your initial post here in the forum.

Please don't hesitate to contact me directly if you have any further questions.

<<Signature to be setup in your profile>>