ALTERGOLD NEWS UPDATE, Part 1
Tuesday, Sept. 9, 2008
Dear Altergold Customers,
This is the first of many communications you will be receiving in the weeks to come as we present to you a "new and improved" Altergold.
As newly appointed CEO of Altergold, it's my pleasure to introduce myself. My name is KayLynn McLean. I'm married, with 3 grown children, and many years of administrative experience, both online and offline. I'm a Brit by birth and Canadian by adoption. I have accepted this position because AG clearly has great potential, and besides, I love challenges !
As many of you are aware, AG has been faced with some enormous challenges these past few weeks, and these include 3 heavy DDOS attacks, hacker attempts and efforts in the forums to undermine our growing business.
The first two challenges have been met by upgrading DDOS protection and greatly increased site security. Altergold is now on four seperate servers, and we are satisfied that we are now fully secured. As for the forum attacks, we will not stoop to present counterattacks. We will simply strive to increase the confidence and satisfaction of our members with improved support and timely transactions.
These will speak for themselves. Meanwhile, we deeply understand your frustrations, and are doing all we can to have everything work smoothly for you. I ask that all of us put the past weaknesses of the Altergold system behind us, and now focus on its bright future.
We have some very important points we need to share with you. These include:
1. New Support Dept
2. Debit Card Issues
3. Bank Withdraw Requests
4. Exchange Partners
Please read carefully, as answers to many of your support questions are here !
1. NEW SUPPORT DEPT.
First, we would like to apologise if you have not received timely replies to your support tickets recently. We have been reorganizing our Support Department, and now that this has been done, we are better prepared to deal efficiently with your questions and concerns.
Our new Support Dept will be working hard to upgrade our customer service. If you have not received a response to recent concerns and they are not covered in this newsletter, please send a new ticket, and they will get back to you as soon as possible.
Please realise that we receive dozens of support requests daily. To facilitate faster reponses, it is important that you include the following on each ticket :
- Your AG ACCOUNT ID
- If withdrawals and /or funding is involved, your TRANSACTION ID.
We ask that you do NOT send repeat tickets, as this slows Support responses !!
Thank you for your cooperation and understanding in this matter.
2. DEBIT CARD ISSUES
Problems with the cards were due to temporary issues our provider was experiencing. We have been working with this bank for three years, but NXPay is a new platform, and they ran into some initial technical difficulties which they have been working round the clock to resolve. Card activation is now fully functional.
* To activate your card, please call 1-772875143 * Enter temporary activation PIN 5433 to change your password.
We will begin funding of the cards as soon as possible. Please understand that many have been delayed by the last DDOS attack.
3. BANK WITHDRAW REQUESTS
When requesting a bank withdrawal, many members omit their "Swift Code" Number. This is an important detail, and its ommission can delay your request, as this is the number that routes your money to the correct bank. It can also be referred to as Routing or Transfer Number, depending on your country. If in doubt, please consult your bank.
4. EXCHANGE PARTNERS
We have been making tech improvements in our system to double fraud control. To allow our technicians to work freely on these upgrades, we need to temporarily suspend/close all Exchange activity for the month of September. We will gladly resume our Exchange services on October 1.
Thank you for taking the time to read this newsletter. We appreciate your business, and look forward to continuing to serve you as we implement our improvements. We now have over 18,900 AG members, and our aim is to double our growth by December !
PART 2 with more important updates will follow tomorrow.
Yours in Service,
Kaylynn H. McLean,