I opened a solidtrustpay account on 18.08.10 , funded my account with wallie cards ( prepaid cards similar to ukash , so irreversible ) and waited 5 days for my account to be able to spend.
I then went to xchanger.org to get LR. I received an email on 23.08.10 and I was asked to give Solidtrustpay more documents.
I followed their instructions and sent an ID as required.
On 24.08.10 I got a second email in which I was asked for another ID and an utility bill. I provided those also the same day I got the request.
I've been on live chat with them several times in which they confirmed that documents were received but solidtrustpay owner is away and I can't be verrified.
On friday ( 27.08.10 )I was told that I will sure get a reply from them.
Weekend came and no reply.
On Monday( 30.08.10 ) I talked to live chat support and they mentioned documents weren't actually received.
So I was told only lies the past week. I sent the documents again , now with delivery confirmation. Below it can be seen that the documents were received and the email was opened.
Today I got delayed again but I realized that they will just delay me forever and it's not worth waiting for them.
I don't know if this is how they usually work or not but until now this is what I can say : SCAM or bad customer service at least .

Below are the relevant information for my situation ( I wish I would have sent the documents with a read notification the first time also , but I didn't ).

1) read notification

---------------
Opened
Opened 30-Aug-10 at 15:24:17pm (UTC +02:00) - 6mins15secs after sending
Location Etobicoke, Ontario, Canada (86% likelihood)
Opened on host-207-112-18-36¸static¸dsl¸primus¸ca (207¸112¸18¸36:1360)
Language of recipient's PC: en-us (English/United States)
Browser used by recipient: Moz/4.0 (MSIE 6.0; WinNT 5.1; SV1; MS-RTC LM 8; .NET CLR 2.0.50727; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729)

Summary - as at 30-Aug-10 at 15:24:35pm (UTC +02:00) - 6mins33secs after sending
Total Opened 1 time by 1 reader
---------------------------

2) live chat log where they actually confirm the past week I was lied as live chat doesn't have access to the investigations email.

----------------------

Please be patient - you are being connected with an operator ...
You are now chatting with Support3
Support3: Thank you for contacting STPay! How may I help you?
You: hello,
You: I am asking for another time and probably the last time when I will receive an email from you about my verification.
Support3: Hi!!
You: the last time I asked was friday and you gave me a firm answer : today ( friday ) you will sure have an answer about this.
You: and still no email from you.
You: can you give me an update ?
Support3: When did you send in your documents and what method did you send them/
You: I sent them by email , you confirmed 2 or 3 times that they were received.
You: and I should have an answer soon.
You: bentagisa@gmx.de - this is my email
Support3: We do not confirm that the email was received. When did you send in the documents?
Support3: You would have received an email update. I have notes here you were requested to send in a second Government issued identification, as well as two bills showing your name and physical address.
You: 24.08.10 but this is a mistake I guess ,you told me several times that the documents were received.
You: I sent them
You: you told me you got them
You: not you exactly but someone on live chat did
You: you also told me on friday that I should get an answer the latest
Support3: Yes in that email we requested the above documents.
You: okay , let's presume you did not receive them, which is not true
You: I can forward them again right now
You: can you confirm you receive them now on live chat ?
You: I really want to save the chat and post in on the forums if you further delay me.
You: and now I will have the proof.
You: ok?
You: how soon will I get an answr ?
You: after you confirm you receive the documents ?
Support3: No you will need to send your documents to the investigations Department
You: I did
Support3: investigations@solidtrustpay.com
You: I sent it to that email
Support3: They are not yet in the office to review the documents. They will send you an update as soon as they review them.
You: okay so you will delay me an additional week.
You: last week you used the same excuse
You: last week you told me that the owner is away
You: but on friday he will review my docs
Support3: Is there anything else I may assist you with today?
You: I want you to confirm that my documents are received
You: I will send thema gain right now
You: can you check and see if they are received ?
Support3: I can not do that as that is a different department and they are not in yet this morning
You: so the other live chat people lied to me when they told me that the documents are received ?
You: live chat can't check if documents are sent to the investigations email ?
Support3: I am very sorry for the inconvenience, but you do need to wait for that department to review your documents. No i am sure they would have checked for you, as i said They are not in yet this morning therefore i have no access to that departments email.
You: okay , to rephrase it because your answer is evasive
You: 1) does live chat have access to the investigations email and can confirm if they received my email ?
Support3: As i previously said No we do not you will have to wait for that department to arrive.
You: 2) only you can't access that email or nobody from live chat can't see if emails are received into that address ?
Support3: you will have to wait for that department to arrive.
You: can you please answer the second question clearly ?
Support3: No we do not you will have to wait for that department to arrive.
You: okay great , these are the answers I wanted.
You: have a nice day.

Hi bentagisa,

I can't relate to your dealings with STP, but that's how exchanges FROM STP work. Before we are allowed to process an exchange from STP, we must wait for them to give us the approval. In your case, your transaction was put on pending. As soon as we get the approval from STP, your order will be processed.

Thank you for your patience and understanding.

I never said that the exchange service is the problem , solidtrustpay is. I know you must get an answer from them before you can complete the order.
I just say that they don't answer by email and delay me on live chat

WOW it seems that after posting my problems everything was solved , I got the exchange completed even if no answer was given from solidtrustpay.

The standard procedure for all outgoing exchanges was taken in this case. All verification documents were received after the request was made and reviewed by our Verifications and Investigations Departments. Since all documents have now been reviewed, and all information needed to be acquired has been considered this exchange request was confirmed and completed by the exchanger.

Sometimes these verification methods may take longer then what is expected. However, we do appreciate your patience in this matter.

Kind regards,

SolidTrust Pay Customer Service

http://solidtrustpay.com
http://www.solidtrustnews.com
http://facebook.com/solidtrustpay
http://twitter.com/SolidTrustPay

today STP again became UNsolidUNtrustPay or SolidTrustUNpay. all payments are delayed by words from support. debit card filling is delayed ten days. overseas banks problem again, they say. what kind of bad banks do they use? shame.

from title: Solidtrustpay -a Scam Or At Least Bad Customer Service
I say: not scam but bad customer service surely.

I have no problem with STP except long delay for debit card funding..
I requested a withdrawal via stp visa debit card about 3 weeks ago..
there was no update until yesterday...

although the money will be funded on Monday (yes, finally got a confirmation email...)
it takes too long...

i hope they would do something to improve the service...
but i would give 8 out of 10..

I have been using STP for almost since they opened. and so far the i am very pleased with their service. just i would like to see them improving their Debit Card Funding features. as this is taking quite time to completed the DC withdrawals. thanks.

money is on debit card; request: 07 Nov, load: 22 Nov.
finally.

I also got my debit card withdrawal completed within 7 days. thanks STP and please if you are reading this then speed up your Debit Card withdrawals. thanks.

The reason for these delays is because our debit card program is fueled by credit card settled funds. As we have recently added a new credit card provider, they have a 3 week time frame before they begin settling out funds received from credit card transactions. Due to heavy withdrawal requests for the Christmas season, our planned for liquidity for the debit card program was depleted quickly, and the 3 week delay for new credit card funds is up this week. This is the reason for the delay. NOTE - debit card loads are presently experiencing about a 10 business day delay.

SolidTrust Pay does apologize for delays we are currently experiencing with our debit card loads. We are currently awaiting funds to arrive from our European bank, and are expecting these funds to show up any day now. Once these funds arrive all pending loads will be completed and processing should resume within our normal time frames.

If you have any further questions or concerns regarding your debit card load please feel free to contact our customer service representatives via Live Chat or on our toll free number 1-877-801-1777.

Kind regards,

SolidTrust Pay Customer Service

http://solidtrustpay.com
http://www.solidtrustnews.com
http://facebook.com/solidtrustpay
http://twitter.com/SolidTrustPay

This post has been edited by STPVoice: Dec 14 2010, 09:06 AM

Dear support,

My debit card withdrawal is pending since 6th december so lets hope that it clears this week. also I hope that this time this withdrawal delay will be resumed on normal time. thanks.

Dear all,

I got my withdrawal exact after 10 business days. i really like STP and want to see them to complete withdreawals withing time frame. thanks.

I am also waiting now for 8 days. I've been promised to be comleted in 18 hours (as trusted user).
Of course the security is always on first place, but if one say 18 hours than it should be 18 hours. Otherwise, proper time frame should be given.
Generally, I am very pleased all these years with STP, but this is pretty unpleasant!