Web Hosting Talk : Web Hosting Main Forums : Ecommerce Hosting & Discussion : My experience with EntroPay

[kalin]

Here is what happened to me. I had an account which worked fine for about 2 months. At one point I cancelled one of my virtual credit cards with them and was unpleasantly surprised it would take about a month for the funds in the card to move back to the account. It's true, they say it somewhere in the fine script so it was my fault not checking everything carefully, although I still can't see why it should take that long.

HOWEVER , when I recently tried logging on to see if the card cancellation was finally complete, I got

"You have suspended your account. No further transactions will be allowed on this account until it is restored.

If you would like to restore this account kindly contact the Customer Care. "

So I emailed them asking to restore the account and for the reasons it was suspended. They responded to my second email requesting account username, landline contact number and work email which I provided. It's been more than a week since then, I am still getting the same message and they are responding to no further emails (admittedly the last ones were not nice ).
I only lost about a $100 so it's not a big deal, but it still sucks to feel cheated.
So now you've been warned!

[ChaosQueen]

My experience is about the same except they did not even bother to reply to my email asking why they suspended my account which apparently I had asked them to do - NOT.

I had previously praised them -- now I think they are skunks!

[entropay]

This is not true as we reply to all queries within 24 hours.

What has happened is that a few users have abused our services and used our services for illicit means or worse they have plainly tried to defraud us and now we are being more diligent and asking for verification documents (which are destroyed once inspected) where we deem this necessary. In most cases we just ask for a landline contact number and a valid ISP or work e-mail address; in a few cases we need id/passport copies.

If you don't want to send us the documents requested you can simply contact us requesting the closure of your account and we will refund any balances back to the original credit card from where the funds originated.

We offer a prepaid virtual credit card service which most of our users appreciate but we will not let anyone abuse our services.

Please contact us at support@entropay.com or send us a message using our secure messaging facility from the HelpDesk of the EntroPay website.

EntroPay Support

EntroPay: Virtual VISA Cards for Secure Online Shopping

[ChaosQueen]

I did get a reply from Entropay this time -- but since I waited two weeks for it and since it discusses a change in policy that I did not know about and that was not mentioned anywhere on the site, I think that my paranoia was understandable. I have asked that my account be closed and my funds, small though they are, be returned to me. Oddly enough, it was only after I posted th note on here that I did receive a reply from Entropay. As mentioned, my first request for information was just ignored.

[cavalry]

Why entropay can respond to this thread in few hours?
But they cannot reply to their customer's email in two weeks? ...Very strange...!!

[entropay]

Note that we only became aware of this post because a user had sent us a message to our Help Desk with a link to this thread.

regards,

EntroPay Support

[ChaosQueen]

Well -- I just got a really quality service from entropay -- a personal phone call and a reactivation of my account. As I first mentioned, I thought they were great... I just got upset when my account was suspended without notification.

[cavalry]

Originally posted by entropay
Note that we only became aware of this post because a user had sent us a message to our Help Desk with a link to this thread.

regards,

EntroPay Support

Oh..! I see!

Please take good care of your customers.
There are millions of visitors come to this forum everyday
to check out the update news here!

[jaguars007]

Originally posted by entropay
Note that we only became aware of this post because a user had sent us a message to our Help Desk with a link to this thread.

regards,

EntroPay Support

and that was me who sent u this link to come and answer.
coz a single side review is not enough to judge who is right who is wrong.

Anyway welcome to the forum

[cavalry]

Originally posted by jaguars007
and that was me who sent u this link to come and answer.
coz a single side review is not enough to judge who is right who is wrong.

Anyway welcome to the forum

Hello! jaguars007,

You did a good job! Keep on good work.!!

I do not think entropay is that bad; at least they
registered their forum user name by their company name..!

[delaste]

I have now been waiting for two hours to access the money I loaded onto my EntroPay card.
Is this normal???

[gondaliya]

Mods, please don't consider this as a bounce post of old thread. I really have a thing to share.

The same thing happened with me with entropay. My account was suspended and they are asking too many things to restore my account. Here is the email.


Your EntroPay username is xxxxxxxxxx.

Whilst carrying out a random security check , we have noticed that your account needs further verification, and we have temporarily restricted your account.

Your EntroPay account will be fully reactivated once we have received and reviewed the following ;

1.) A clear copy of your Passport, Photographic Drivers Licence or I.D. Card (both sides).

2.) A clear copy of both sides of all funding sources registered on your account, (For security reasons, we only need to see the first 6 and last 4 digits, Please COVER the 3 digit security code (CVV)). If your funding source is a Virtual Card, please send us a screenshot.

3.) A clear copy of a recent utility bill, on which your name and address are clearly visible.

4.) The name of the merchant at which you intend to spend.

You may send the documents via the Help Desk inside your account which is a secure channel.

Log into your EntroPay account, click on Help and Support, select helpdesk, click new request and attach the documents.

All documents are kept in a secure environment, and are only available to senior security personnel.

We apologize for any inconvenience this causes but we trust that you appreciate the importance of maintaining appropriate security standards for our customer's accounts.

Kind Regards

EntroPay Security Team

I think first 2 things are more than enough to let them verify me as a genuine user. I would never use enotropay again.

[Failsafe Payments]

I honestly dont understand the problem.

These items listed are highly legit to ask for so EntroPay are in compliance with KYC and AML laws out there and protects their business.

The problem among many merchants is that whats it enough in their mind is not enough according to the mentioned laws and regulations.

We have merchants that sends in a utility bill and passport copy and say "thats all you get....now give me a merchant account".

Merchants needs to understand that we, the processors, are asking for these documents for a reason. That is both to adhere to international KYC/AML regulations but also to know who we are dealing with because we carry a lot of risk.

One bad merchant can cause some serious problems to the whole business.

[ktnch]

I stumbled across this forum and signed up to entropay, I could not load the card through my bank card at all kept coming up errors so i emailed them, They said it was my bank but i then got this email


"Whilst carrying out a random security check , we have noticed that your account needs further verification, and we have temporarily restricted your account.

Your EntroPay account will be fully reactivated once we have receivedand reviewed the following ;

1.) A clear copy of your Passport, Photographic Drivers Licence or I.D. Card (both sides).

2.) A clear copy of both sides of all funding sources registered on your account, (For security reasons, we only need to see the first 6 and last 4 digits, Please COVER the 3 digit security code (CVV)). If your funding source is a Virtual Card, please send us a screenshot.

3.) A clear copy of a recent utility bill, on which your name and address are clearly visible.

4.) The name of the merchant at which you intend to spend.

You may send the documents via the Help Desk inside your account which is a secure channel.

Log into your EntroPay account, click on Help and Support, select helpdesk, click new request and attach the documents.

All documents are kept in a secure environment, and are only available to senior security personnel.

We apologize for any inconvenience this causes but we trust that you appreciate the importance of maintaining appropriate security standards for our customer's accounts.

Kind Regards

EntroPay Security Team"




So i reluctantly did what they asked and emailed all the info and then they suspended the account i am sure they only wanted the passport details and name and address for other reasons, After that i got this email

"We are writing to inform you that your EntroPay account has been suspended.

We take security very seriously, and we suspend any account where there is or appears to be any activity of a suspicious nature. We are obliged to carry out such measures in the interest of our genuine customers.

We are taking steps where possible, to refund any money held on your EntroPay VISA Card(s) or in your EntroPay account. Any such refunds will be to the credit/debit cards from where the funds were originally transferred.

Please note that your EntroPay VISA Card(s) will now be declined by merchants and you will no longer be able to login on our website.

If you require further detail, or believe that our decision is unjustified, please contact our Customer Support team using the help links on our website or by emailing support@entropay.com. And we will endeavour to help where we can.

Yours sincerely,
EntroPay"


and then this one when i questioned it i have had no reason at all why my account was suspended and feel its a scam i urge folk to stay away



"Dear Kev,

Please note that we cannot discuss suspended accounts with users.

Your account has however been reviewed again and it will remain suspended.

Please do not create any more accounts in the future as these will also bee suspended.

Regards,
Lorcan
EntroPay security team"






What a complete joke STAY AWAY its a scam

[cyberm]

Today my experience with EntroPay raise a HUGE question mark on this 'company' if it is a real company in the first place or not...anyway here is my experience which leaded to this question

Today I joined EntroPay, entered my details and CC information in the registration wizard, few minutes later they sent me an email asking for a scanned copy of my photo ID, utility bill, merchants names and a copy of my CC

I emailed them back that I have no problem what so ever in sending all of this information except for the utility bill as I don't have any in my name, yet I am ready to send them as a replacement a copy of bank statement

A guy from entropay replied ((( that all they need ))) is a proof of address so the bank statement will do the job

I sent the copy of the bank statement, then later I found a reply asking me a again for a copy photo id, CC and a ((( utility bill ))) which I've clearly mentioned from the start that I don't have!

I tried to find a phone number to call them, but couldn't find on their website, so I tried to see where they are located and found that they are located in Malta....but they are registered with a registration number and a legal company name in UK!!!!!!

So I emailed them asking them that I have no problem giving them whatever documents they ask, but I need to make sure first that this is a legitimate company and I am sending those documents to real people in real company and office and not just fellows working from 'home'...so the least to ask was that I asked them to send me their phone number, address and their company registration number

BOOM...my account was suspended...no more replies to my emails...no one even cared to reply and send me the company phone number or at least proof that they are a legitimate company and not just few friends working from home!!

Now the BIG question mark is....WHY will a company do all of this to their client IF they are a legitimate company and IF they are talking about security...bla bla bla of securing their accounts and clients?!!!

I imagine that any company wouldn't mind sending their phone number to their clients ('especially a company with the size they are claiming')...ok forget about the phone number, how about the address...why is it a secret?!!

And why the hell did my question scare them and leaded them to closing my account?!!!

As a matter of fact here, I have no more interest in this company, nor I think anyone worried about his / her personal information will be interested in working with a company that is hiding in the dark!

The main and only reason I am writing this here is that to warn anyone else before sending their personal documentation to this website, to ask them first about their address/ phone or even their registration number....if they are a real company they should reveal such information happily at least to gain the trust of their clients....if they are not, then at least you know before working with them that there is a big chance you are NOT working with a company here

On a minor note: the registration number in the company footer is NOT their registration number, instead it is another company registration number