We finally have canceled our e-onlinedata merchant account.

For those who are thinking about signing up, think twice -- there's a lot better providers out there that actually care about their customers.

Some of the issues we have had:

- Emailing them is a waste of time, they won't get back to you until you ask for an update 3 or 4 times.

- If you do email them, they will tell you to call them, once you call them they say 'we will email you the form, fax it back to us' If it was that easy, why can't they just send that in email?

- They froze our account due to an increase in sales, didn't tell us they froze it for 3-4 days afterwards, and then kept our money for about 3-4 weeks as they were 'investigating' I have no problem with them holding it while they investigate, but it shouldn't take 3-4 weeks, and they should keep you up to date on what's going on. I had to call several times to get an update and finally gave up and moved elsewhere.

Overall, they charge a lot more then a lot of other processing companies and they have no extra value compared to everyone else.

Where did you end up going?

http://www.cdgcommerce.com/

The guys who started e-onlinedata (and did a good job) sold the company a year or two ago and started a new company. I don't know the new owners. The old owners' new company, Merchant Focus, has a program that allows web developers/hosting companies to refer e-commerce merchant accounts that use Authorize.net, and then their web developer referral partner receives a percentage of the normal credit card and gateway fees. R3Sellers.com

No merchant provider should be answering account specific questions via e-mail. Try getting it from PayPal, they won't give you _anything_ other then an automated response.

Calling e-onlinedata for us has never led to any hold time for customer support so all you have to do is call.

Im curious to know what your application looked like and what your sales volume was when they froze your account. How big of a difference was there? Did you contact their risk management department to update them on your increase in transactions?

And as far as reselling, E-Online has an excellent reseller program.

Hi Nerdie,

I see a that you did speak with us yesterday to cancel your service--I'm sorry to hear that. If you still have questions regarding your account, I would be happy to discuss these again with you, off-line.

Please feel free to PM me or email me @ekroll@e-onlinedata.com

Best,

Erin Kroll

No merchant provider should be answering account specific questions via e-mail. Try getting it from PayPal, they won't give you _anything_ other then an automated response.

Calling e-onlinedata for us has never led to any hold time for customer support so all you have to do is call.

Im curious to know what your application looked like and what your sales volume was when they froze your account. How big of a difference was there? Did you contact their risk management department to update them on your increase in transactions?

And as far as reselling, E-Online has an excellent reseller program.

What's the difference of:

- Sending in an email with my account ID 'How do I change the telephone number on my account?'

To:

- Calling in, telling them my account ID 'How do I change my telephone number on my account'

When I called in, they said, I will email you the form, fax it back to us. They didn't ask for any verification besides account ID, which I supplied already via email. If it was that easy to do it, they can point me to the form via email since no sensitive info is stored.

The point about freezing our funds -- I completely understood why they did it, it jumped about 300% 2 months ago from the previous 24 months, keep in mind I've been using them for a long time. The thing that annoyed us the most was there was no communication back and forth on what was going on, when we'd get our money, etc. Instead we kept having to process with them and hope someday, they would release it.

Merchant fees are super expensive with e-onlinedata, we were paying them hundreds a month for fees alone. So in reality it's good that this happened, it opened up our eyes to other providers out there.

Updating information I know requires a form. They have the wrong address on file for us with the digits somehow mixed up and we were told to submit the form just to change 2 digits.

Postal service doesn't seem to have any problems with it so neither do we.

As far as them being more expensive, I would like to see how E-Online stacks up against your new provider price wise.

Are you using authorize.net now or the bundled gateway?

Fees with e-online are only a percentage other then your monthly statement fee and any minimums you may have unless you have a different plan then we do.