ArthurZ
01-21-2010, 06:51 PM
Dear Members,
Me and my business partner have decided to use World Pay merchant services for our business needs and we have opened an account in August. We have started processing payments from our clients and were expecting to receive the first payment from them in the middle of September and as you may have already guessed we did not receive the first payment.
In fact we did not receive any payments at all. After another three weeks and absolutely no explanation of the reasons the payments has been delayed we receive an email from them that notifies us that our account has been closed. The following reasons has been provided:
1) The suspect transactions that have been processed since your account has been open.
We have not been notified that there have been suspect transactions and were allowed to process these transactions even the day before the account has been closed.
2) The level of perceived chargebacks.
Only perceived but not actual chargebacks. As a matter of fact we did not have any single chargeback since we have processed our first transaction and for more than four months since the account has been closed.
3) Patterns in card details that have been entered.
This reason was quite an entertaining one. As far as I understood there is a discrimination of payment details, names and addresses and our customers should think about patterns they could possibly create by submitting orders and should be restricted to pay with whatever payment method they choose.
As i have mentioned above we have not received any single chargeback/refund for more than four months already which means that their decision to close account was hasty.
They have asked us to contact them in December and they have promised to release our payments if there would be no chargebacks or any other suspicious activity on the account. In fact they have asked us to wait until March when they will conduct a fraud review and will send us a correspondence accordingly to what level of funds they will release. So they notify us that they might not release the money even in March after 6 months.
This was the last drop. They hold our money without any obvious reason and when it is absolutely clear that we have not processed any fraud transactions on our account! I am seeking an advice of the most effective strategy in our further communications with them. Should i contact any authority that can resolve this issue and which authority should i contact? Will it help to notify Visa/Master Card about it? How can i make sure we receive our money in March?
I would appreciate any help and thank you in advance for any advice.
Kindest Regards,
Arthur
Me and my business partner have decided to use World Pay merchant services for our business needs and we have opened an account in August. We have started processing payments from our clients and were expecting to receive the first payment from them in the middle of September and as you may have already guessed we did not receive the first payment.
In fact we did not receive any payments at all. After another three weeks and absolutely no explanation of the reasons the payments has been delayed we receive an email from them that notifies us that our account has been closed. The following reasons has been provided:
1) The suspect transactions that have been processed since your account has been open.
We have not been notified that there have been suspect transactions and were allowed to process these transactions even the day before the account has been closed.
2) The level of perceived chargebacks.
Only perceived but not actual chargebacks. As a matter of fact we did not have any single chargeback since we have processed our first transaction and for more than four months since the account has been closed.
3) Patterns in card details that have been entered.
This reason was quite an entertaining one. As far as I understood there is a discrimination of payment details, names and addresses and our customers should think about patterns they could possibly create by submitting orders and should be restricted to pay with whatever payment method they choose.
As i have mentioned above we have not received any single chargeback/refund for more than four months already which means that their decision to close account was hasty.
They have asked us to contact them in December and they have promised to release our payments if there would be no chargebacks or any other suspicious activity on the account. In fact they have asked us to wait until March when they will conduct a fraud review and will send us a correspondence accordingly to what level of funds they will release. So they notify us that they might not release the money even in March after 6 months.
This was the last drop. They hold our money without any obvious reason and when it is absolutely clear that we have not processed any fraud transactions on our account! I am seeking an advice of the most effective strategy in our further communications with them. Should i contact any authority that can resolve this issue and which authority should i contact? Will it help to notify Visa/Master Card about it? How can i make sure we receive our money in March?
I would appreciate any help and thank you in advance for any advice.
Kindest Regards,
Arthur