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Payza - Disappointing Operation / Staff
SolidProsperity
post Jul 6 2012, 02:57 AM
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Hello Everyone,

I have received not a few discouraging news about Payza lately, obviously transforming into Payza from AlertPay doesn't prove any better but even worse especially during this initial phase.

The most disappointment fact is what one of my members sent me yesterday. His account has been Temporary Hold due to the Unauthorized Account Access.

He informed its reason (use proxy server) and clarified all doubts / concerns raised by them and sent all the required ID documents including address proof (he has been with AlertPay for over 5 years thus he had sent these proofs several times in the past).
But the person in charge - "Quinn" Account Security Analyst hasn't responded to him at all for many days (if they need any further information, they should say so) by keeping his account blocked.

Don't get me wrong, nothing is wrong with the strict security measure, but the negligence like this case is simply unacceptable.

My member has been very frustrated and upset thus asked me to share this fact in various public forums, and he is considering to involve authorities since he missed a few critical business transactions during this period.
I just advised him a few Canadian Federal Regulators such as FCAC / OSFI / CDIC (Payza is being regulated in Canada, correct? If not pls let me know, I need to revise my advice to him).

I hope this problem is not attributable to the Payza's deteriorated ability but just being caused by incapable individual staff.

I would keep posting how it goes.

Just FYI.


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newvengrp
post Jul 6 2012, 01:35 PM
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AlertPay/PAYZA is known to freeze accounts so hyip participants cannot get paid.... thumbdown.gif



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SolidProsperity
post Jul 7 2012, 05:27 AM
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Hello Everyone,

This morning, I received the full correspondences between my member and “Quinn”, Account Security Analyst in Payza.
My member received the inscrutable response from Quinn yesterday after the long silence in a fresh mail, means it is not a reply to my member’s mail so all the previous mail correspondences are not attached.

Since Quinn’s unprofessional attitude is quite unreasonable to me as well (my member is now furious), let me share what’s been happening in chronological manner for everyone’s benefit:
1. End of April ’12, Alert Pay Compliance department asked for my member’s ID & address proof since my member’s withdrawal request to multiple destinations flagged the system.
2. At that time, my member just noticed he hadn’t updated his address in the system, he informed the detail info of old & new address and sent all the required evidences of new address. At the same time, he asked Alert Pay to update his address in the back office because he couldn’t do it for himself due to the international movement (change country).
3. Alert Pay approved the documents and proceeded all the withdrawals successfully, but didn’t change the address in his profile in the account which my members wasn’t aware.
4. Then, mid June ’12 his proxy server access again flagged the system and Quinn asked for the same sorts of documents. Since my member just realized that Alert Pay hadn’t updated his address in the site, he sent all the above correspondences with Alert Pay Compliance department to Quinn to clearly inform its background and to avoid any back & forth.
5. Yesterday, Quinn came back to him by saying “The address on your proof of address statement does not match with the information in your Payza profile. “, which proves Quinn read the address change explanation because the proof of address was attached to the e-mail sent to Alert Pay Compliance.
6. Now Quinn requested my member to submit the proof matching exactly with the address information in his Payza profile that is an old one, simply doesn’t make sense.
7. My member immediately replied to Quinn with the strong request of careful check on the info he already submitted.
8. No response from Quinn and my member has been spending stressful weekend.

Quinn’s last reply said “Please note that every time you submit another ticket, it will be considered a new ticket in our system and moved to the end of the queue. This will only further delay a response. “, as the excuse of his delayed response, but this clearly suggests Quinn read my member’s mails more than twice, and I can’t find any reasons that Quinn missed or misunderstood the above 1. – 3. points.

Having said:
- In case Quinn truly hasn’t been aware of the background, it’s proving his Incompetence as an Account Security Analyst – can’t even analyze the simple information
- In case Quinn intentionally demands the unreasonable request with any reason, it’s proving his Unethical Personality – harassment by using position power wrongly

I don’t feel comfortable to blame specific person, but judging from the facts & taking all my member’s frustration into account, Quinn deserved to be accused.

Probably, even Quinn’s immediate superior doesn’t know what’s happening in the front line between the company clients & subordinate.
I really hope Payza will pay attention to the feedback from the customers like this and improve training & control of front line staff to weed out unqualified people like Quinn who will obviously jeopardize its reputation & future operation.


I’ll post when I receive any progress (hope it’s a good one).


SolidProsperity


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SolidProsperity
post Jul 10 2012, 04:17 AM
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Hello Everyone,

My member sent me the mail from Quinn he received yesterday afternoon.
Here is the copy of it:

"Hello XXXXX,
Thank you for your reply.
We would like to thank you for the explanation you have provided.
You will now be able to access your Payza account without further difficulties.
Quinn
Account Security Analyst
Payza.com
"

At least, it's a great news but the bad news is that my member said his account has been still Temporary Hold status.

Hope it's not another twist but the account to be activated soon then he doesn't have to use vast documents including DD on MHPillars he prepares to file the case to authorities.

Just FYI.



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SolidProsperity
post Jul 11 2012, 01:07 AM
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Hello Everyone,

My member sent me the update this morning.
His account status has still been Temporary Hold and he hasn't received any response from Quinn yet.

Last week, Quinn's nasty e-mail includes the comment of "Due to the amount of tickets submitted daily, it may take 3-4 business hours for you to receive a response." but he never responded within this time frame.

I really feel for my member who has not been able to manage single transaction for weeks without any his fault but solely due to inept staff Quinn's ineffective & inefficient work.

I read my member's personal letter titled "Man-made Disaster" addressing Mr. Chris Henry, CEO of MHPillars, which is so compelling.
He hasn't sent it because of Quinn's last response.

I sincerely hope Quinn will do his job - reactivating my member's account he promised 2 days ago.





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SolidProsperity
post Jul 12 2012, 12:23 AM
Post #6


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Hello Everyone,

When I learnt Quinn's last response from my member 3 days ago I had a hunch that this issue wasn't really solved given the fact that my member's account had not been activated.

Unfortunately, even now his account shows "Temporary Hold Status", means he still can't do any transactions.
My member hasn't heard anything from Quinn, it's obvious that Quinn at least received my member's reply because there has been no Delivery Failure message in his mail system.
Now, my member is getting concerned about Payza's entire corporate culture because the mail address he sent so far is accountsecurity1@payza.com which doesn't look Quinn's individual mail address but the security section's common address.
Although former Alert Pay does have only around 130 staffs in entire North America & Europe though there must be tens of security / compliance staffs.

Having judged all what's been happening over the last 3 days,
- Quinn is very malicious person, definitely not a right staff for the position
Besides,
- This organization looks lack of sense of joint responsibility

Let me quote below top managements' comment / profile from my member's summary document about this case as follows:
Mr. Henry, CEO of MHPollars explained one of the drivers behind the acquisition of AlertPay’s strategic assets is the company’s commitment to customer support - No other online payment processor has AlertPay’s level of customer support. For MH Pillars, our customers are everything to us. We pay attention to what they have to say.

Firoz Patel, Director of Strategic Partnerships, Market Development and Corporate Affairs (former CEO of Alert Pay) is also responsible for management of corporate culture and he always seeks out new ways to improve the company and elevate the quality of service delivery


I'm sure both of them will feel shame on the reality and hope they will take proper action after receiving my member's complaint which he will send in due course.

FYI.




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SolidProsperity
post Jul 13 2012, 10:14 PM
Post #7


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Hello Everyone,

My member sent me the following response from Payza 2 days ago (I was not around yesterday thus I found his mail this morning):

"Hello XXXXX,

Thank you for your reply. My name is Yves and I am happy to assist you.
We apologize for the delay in responding to your query. Please note that our Customer Support team is working diligently to provide the quickest and most efficient service possible. However, we are experiencing a high volume of calls and emails which will affect our response time.
We apologize for the oversight and any confusion this situation may have have caused. Your account is now unlocked and can be accessed immediately.
Thank you for your understanding.

Yves
Account Security Analyst
Payza.com
"

And he confirmed that his Payza account is working now and at this moment in time he seems to have accepted Yves' apology.

Anyhow, it's at least good news.

If there are any further developments, I'll share for everybody's interest.

FYI.


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