Is is just me or is AuthNet low on custom representatives? I've had to call them a few times over the course of a last few months and the wait times EXCEEDED 45 MINUTES :eek:

Once I get a customer representative, they are very helpful and get the issue resolved in no time, its just the part where you have to wait for such a long time.

I know they have this feature where I can give them my number and hang up and when my turn comes I get a call. But when that happens I might be busy with something else and would not be able to take the call at that time.

I had to cancel one of their additional features for almost 2 months now but never got around to it because they said they cannot do it via email for security purposes and HAD to be done by phone. Signing up is easy and can be done online, but its ironic there are no "security issues" when signing up for their service but there is a "security issue" while canceling it.

Its almost as if they are forcing us NOT to cancel the service because I'm sure most people would not wait for 45 minutes and would think they can take care of it later. But the wait times are almost always 45 minutes.

I am in queue as we speak :mad:

They used to be really fast with their response times. You rarely had to wait at all. But over the last couple of years or so they have fallen apart and it continues to only get worse. I can't say for sure but it seems to coincide with their sale to different companies. Just might be bad management.

We have abandoned Auth.net 1.5 years ago in favor of Usaepay and I never been more happy. Why people with Auth.net still enjoy long phone waiting, delayed batches, and paying in most cases 0.10 per transaction, when it can be as low as 0.02 without above mentioned "perks" I have no idea.

Auth.net support sucks. Luckily I don't have to contact them that often.

Unfortunately, it will probably get a lot worse before it gets better. The electronic payment gateways are buying each other out, thus merging their networks (while also merging data center operations). Even the larger transaction processors are working on merging with some of their affiliates or considering getting the brand name.

Hopefully you don't have to call many times but you might look into why you are calling them. If the calls are related to a specific problem, you might consider changing to another gateway but that should be one of the last resorts if you cannot attempt to get everything completed.

Well, their actual support itself is no problem, its not like they have no idea what I am talking about each time I call them and neither is it a performance issue. Sometimes I have small questions which I wanted to ask them and it took them forever to come on the phone.

And we are very limited in terms of what payment gateways we can use because we use FreshBooks to manage all our billing and support tickets.

I am in queue as we speak :mad:
:rofl:
Sorry, no one else caught it so I had to. I use Quantum, and I recommend you to consider them when changing from Auth.net

Okkk......:confused:

I use Quantum, and I recommend you to consider them when changing from Auth.net

we are very limited in terms of what payment gateways we can use because we use FreshBooks

I was at a conference a few days ago and posed them the question of long waits.

They are fully aware of it and doing everything they can to get this problem resolved. They gave reasonable explanation as to why it happened and what they are doing to resolve the issue.

Be patient as I am sure it will be back to normal shortly.

We use to use AuthNet.. no problems really but when it comes to support, they used to be very prompt, however as I recall from the last months I was with them, I was waiting on hold for about 5-10 minutes before I spoke with anyone. I guess thats better compared to Sprint/Nextel CS but yeah it is obvious they are either getting overwhelmed with new customers or they have been cutting their expenses.