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drriley · 09-06-2011, 08:03 AM

Has anyone else found Paxum's customer service to be ... slightly condescending and confrontational? I might add in - a bit unprofessional - because I think it is unprofessional when a company's customer service staff responds to a customer query with something like, If you would have bothered to read X you would already know ... or ... As you have already been told.

My latest response back to Paxum does address the fact that YES, I have already been told, but I contacted them again anyway because they didn't answer my further questions, which have NOT already been addressed.

The email banter all revolves around that a bank ATM seized my Paxum card because I entered the wrong PIN #. Paxum says I entered the PIN incorrectly three times when, in fact, the machine asked ONCE and I entered a PIN number (the wrong one) ONCE. Regardless, as the machine took the card, and the bank branch refuses to return it (citing Canadian banking laws), Paxum advises me that they must cancel that card account and create a new account and then issue a card for that account ... AND ... they cannot or will not create a new account, until the last remaining pending transaction on the old account has cleared, and that can take up to 30 days (it has already been a couple of weeks and an approx $2.00 pending charge still has not cleared). So, all this means that between waiting for the pending charge to clear, new account created, new card issue and arrive to me in the mail, it will likely still be a couple of weeks or more before I have a new card in my possession, and in the meantime I cannot access my Paxum funds! On top of all that, I have to pay $50 to get the new card, when they finally get around to sending it!

09-06-2011, 08:03 AM
drriley Confirmed User Join Date: Mar 2007 Posts: 263	Paxum customer service issues? Has anyone else found Paxum's customer service to be ... slightly condescending and confrontational? I might add in - a bit unprofessional - because I think it is unprofessional when a company's customer service staff responds to a customer query with something like, If you would have bothered to read X you would already know ... or ... As you have already been told. My latest response back to Paxum does address the fact that YES, I have already been told, but I contacted them again anyway because they didn't answer my further questions, which have NOT already been addressed. The email banter all revolves around that a bank ATM seized my Paxum card because I entered the wrong PIN #. Paxum says I entered the PIN incorrectly three times when, in fact, the machine asked ONCE and I entered a PIN number (the wrong one) ONCE. Regardless, as the machine took the card, and the bank branch refuses to return it (citing Canadian banking laws), Paxum advises me that they must cancel that card account and create a new account and then issue a card for that account ... AND ... they cannot or will not create a new account, until the last remaining pending transaction on the old account has cleared, and that can take up to 30 days (it has already been a couple of weeks and an approx $2.00 pending charge still has not cleared). So, all this means that between waiting for the pending charge to clear, new account created, new card issue and arrive to me in the mail, it will likely still be a couple of weeks or more before I have a new card in my possession, and in the meantime I cannot access my Paxum funds! On top of all that, I have to pay $50 to get the new card, when they finally get around to sending it!