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MoneyMakerGroup _ Payza (formerly AlertPay) _ Alertpay Super-mega-ultra-****up! Useless!

Posted by: thomasbenson Aug 12 2011, 10:52 AM

Dear Moneymakers,

Here is yet another tale of woe regarding that online demon of payment processing, AlertPay. I tell you this both in warning and in the earnest hope that someone from AlertPay actually deigns to let me know what the hell is going on with MY money.

The easiest way to do this will be to start by quoting the email I sent to AlertPay on Jul 7th this year. Note that this was a month after I originally had the money deposited.



Dear AlertPay,

Hopefully this arrives before your email servers hit capacity for the month. I have just received an email for my ticket marked JSB-395946, the contents of which I shall include in this email. This email was in response to the phone call which I placed on the 4th July, investigating why this has taken so long. Unfortunately at this point I can only blame myself, as all these issues had been resolved by your actually very helpful phone staff, but due to my frustration with your system I have clearly placed more tickets than was necessary; hence my sense of of nearing hopelessness due to the horrific levels of bureaucracy and inefficient internal communication your organisational structure outwardly portrays.

I have had verbal contact with both your customer service and banking department, and both after confirming my identity have approved the transaction which was undertaken on my behalf. The money was originally deposited almost one month ago, which in terms of the electronic marketplace is a remarkably long time. This is getting beyond the point of ridiculous. If you guys had any sense of internal communication whatsoever situations like this would not be an issue,.

For the sake of both efficiency on your behalf and expedition of my deposit, I will include a date-by-date account of my dealings with AlertPay, with textual backup where appropriate.

Jun 7th (possibly 8th,details unavailable at time): Deposit made to your account by third party (IAN SASSON), details currently in your possession.

Jun 10th: Receipt of email from AlertPay:

DDJ-129193

Hello Mr. Benson,

Thank you for contacting AlertPay. My name is Kristen and I am happy to assist you.

AlertPay does not allow deposits by third parties for security reasons. You must initiate your own bank transfers and wires from your own bank.

As per our security policies, we highly recommend that you transfer funds from your own bank account. If a third party has deposited funds into your account, your deposit will be delayed due to mandatory security checks on our end.

Thank you for choosing AlertPay. If you have any additional questions, feel free to check out our helpful Frequently Asked Questions at https://helpdesk.alertpay.com

Kind regards,

Kristen
Customer Support Advisor
AlertPay Customer Support

Ticket Details
===================
Ticket ID: DDJ-129193

Department: Banking Support
Status: Closed


Jun 17th: Ticket sent to AlertPay Support containing details of International Bank Wire.

Jun 18th: Reply received from AlertPay, details as follows:

JSB-395946

Hello Mr. Benson,

Thank you for contacting AlertPay. My name is Shawn and I am happy to assist you.

In order to further assist you regarding this issue, please attach a scan of the transaction receipt or bank statement. If you have online banking, please attach a screen shot of the transaction indicating that the funds were sent to us from your bank. Please attach these documents when responding to this email.

*Please do not copy and paste any relevant information as it is extremely crucial that we have a documented proof of payment from your bank.*

Ensure that the following information is included in your screenshot:

• Your full name as it appears on your bank account:
• The name of your bank:
• AlertPay’s bank name:
• AlertPay’s bank account number:
• The amount of the transaction:
• The date of the transaction:

How to take a screen shot:

1. Press "Print Screen" or "Prt Scr" on your keyboard.
2. In the "Start" menu, select "All Programs", then "Accessories", followed by "Paint".
3. Under "Edit", click on "Paste".
4. Before replying to this email, click on "Attach" and select your document.

If you do not have online banking, please provide us with a scan of your banking statement and attach the document in your reply ensuring the attachment is a .jpg or .jpeg file and under 1 MB in size.

We will review this information once we receive it and contact you as soon as possible with a resolution.

Thank you for choosing AlertPay. If you have any additional questions, feel free to check out our helpful Frequently Asked Questions athttps://helpdesk.alertpay.com


Kind regards,

Shawn
Customer Support Advisor
AlertPay Customer Support

Ticket Details
===================
Ticket ID: JSB-395946
Department: Banking Support
Status: Closed

Jun 25th: Frustrated support ticket lodged with AlertPay (JSB-395946)

Jun 27th: Support ticket lodged with AlertPay with scan of International Bank Wire form attached (YIY-219103)

Jul 5th (4am AEST): Call placed to AlertPay headquarters, explaining the situation. The Customer Support Advisor I spoke to was very helpful, and sorted everything out, after I spoke to the banking department. I was assured that everything was fine and would be taken care of shortly. I'd like to emphasise that point: I was assured the deposit would be processed and available shortly.

Jul 5th (4:30am AEST): Email received from AlertPay, details as follows:

JSB-395946

Hello Mr. Benson,

Thank you for contacting AlertPay. My name is Lisette and I am happy to assist you.

As per our conversation, I'd like to confirm we successfully received your proof of transfer and we will contact you as soon as possible with a resolution.

Again, we sincerely apologize for our delay in replying to your inquiry.

Thank you for choosing AlertPay. If you have any additional questions, feel free to check out our helpful Frequently Asked Questions athttps://helpdesk.alertpay.com

Kind regards,

Lisette
Customer Support Advisor
AlertPay Customer Support


Ticket Details
===================
Ticket ID: YIY-219103
Department: Banking Support
Status: Open

Jul 5th (10:30pm AEST): I receive the completely contradictory email which sparked this response. Details as follows:

YIY-219103

Hello Mr. Benson,

Thank you for contacting AlertPay.

In compliance with anti-money laundering regulations the AlertPay account holder must fund their own account. As per our bank wire deposit instructions; the AlertPay account holder is instructed to initiate the transfer of funds from their bank account. In this case the funds were sent by "IAN SASSON". For the funds to be released "IAN SASSON" must open and verify an AlertPay account of their own. Once verified they may contact our banking department to have their wire credited.

We sincerely apologize for any inconveniences this may have caused, this is necessary to maintain the security of our services.

----------------------------------
Jay
Business Operations
514-748-5774
http://www.alertpay.com
"My Way to Pay"

Ticket Details
===================
Ticket ID: YIY-219103
Department: Banking Support
Status: Closed


As you can see I have now been told
-by Kristen to wait for security checks to clear
-by Shawn to send through a scan of the bank wire form
-by Lisette (verbally) that everything would be proceeding without problems
-by Jay that I will need my associate to set up an account, and will then have to transfer funds, which I assume I wall have to pay additional fees on.

Perhaps if Kristen, Shawn (or even Jay) had left the support ticket status open, and AlertPay actually had some kind of method where the customer can respond to the individual Customer Support Advisor rather than having to fire out multiple support tickets or have emails lost in a generic cover-all "supportdesk@alertpay.com" address (when your email servers are actually working)... perhaps then this ridiculous fiasco may have been avoided. Four different responses from four different people, all working in the same building? That's epically disorganised. Although this issue may not be common it cannot be rare; is there no standardised response? Assuming I do have to ask my friend to open an AlertPay account, you guys realise that if I had been told this in the first response I received from you, this issue would have been cleared a month ago? And what the hell was the deal with making me track down, scan and send through the Bank Wire form, if it wasn't going to be necessary at the end of the day? If Ian Sasson had opened an account and deposited the funds to that account, you wouldn't have required a scan of the document. That is now the scenario which is unfolding. So what the hell did the Bank Wire form have to do with everything? And don't even get me started on the lack of warning about the issues associated with third party deposits.

Just let me know definitively what I have to do. Whoever reads this, please talk to Lisette, as I think she was the Customer Service Advisor who spoke to me on the phone, when I was told everything was cleared. As it is, I will try and organise my associate Ian Sasson to open an account. This may still take some time however. In the interim, if the final decision is that this whole ridiculously circuitous route is necessary after all, can you please:

1. Let me know definitively that this is all that needs to be done? I really don't want to finally get everything organised only to receive an email from Arnold in Business Operations that it actually turns out that unless I dress in lilac and slaughter a farm animal over a pentagram by Thursday the 14th my funds will be lost to the warp. You know what I mean. I've already been told four different things by four different people, so in my eyes all of this is already pretty ridiculous.

2. Lift your game. This doesn't apply to any of your staff in particular; Kristy, Shawn and Jay are all clearly very adept at using the English language and the Copy and Paste functions, and Lisette managed to do that and actually provide fairly effective customer service at the same time. Clearly they all thought they were doing and saying the right things, and they did them and said them well. The problem was that clearly no-one has a bloody clue what is going on. Also the lack of ability for effective two-way communication between company and customers is ridiculous for any modern business but especially so for an Internet business. I am imploring AlertPay as an organisation, particularly the management, to lift its game. The whole saga has been a righteous pain in the arse and has severely soured my relationship with, and the reputation of, AlertPay.

I think I'm done. All the best. If you respond with some half-arsed pre-written response I swear to God I will call the media, shoot myself in the head and blame AlertPay in the note. Probably.

Thomas Benson

END EMAIL



In response to that email I received THIS:



Hello Mr. Benson,

Thank you for contacting AlertPay.

I have read and understand your concerns, the members of our customer support team must first ensure the proper documentation is received enabling our banking department to properly locate your funds. Once the location is made security/compliance requirements must be met before the funds can be credited. Please have your associate open an AlertPay account. Once completed they may email or call us to have the funds credited. They may as well refer to this email (ticket YIY-219103) if they would like us to transfer the funds directly to your account to which I will do without charging fees.
----------------------------------
Jay
Business Operations


Bugger me. Right, well, guess you gotta jump through the hoops the man puts in front of you. So I asked my mate to please sign up, bla bla bla, which he did. He then sent (I think) both a ticket and an email, trying to reach Jay, quoting the original ticket number. The only response? This message:


Hello Ian Sasson,

My name is Yves and I am contacting you on behalf of the AlertPay Risk Support Team.

We would like to thank you for the information you have provided. We have escalated this case to the concerning department who will investigate this issue further and contact you as soon as possible.

In order to ensure this issue is attended to as soon as possible, please refrain from replying to this email directly until you receive a reply from us as this can cause delays within our email support system.

We appreciate your patience and cooperation.

Thank you for your understanding.


Thank you for choosing AlertPay. If you have any additional questions, feel free to check out our helpful Frequently Asked Questions at http://helpdesk.alertpay.com

Kind regards,
Yves
AlertPay Risk Support
514-748-5774



This was OVER ONE MONTH AGO.

OVER. ONE. MONTH. AGO.

I cannot warn people strongly enough against using AlertPay for their payments. Christ, I'd rather send cash in an unregistered parcel on Air Africa. AlertPay, if you're reading this, you're beyond useless. Give me back my *** **** money you bull**** artists.