Originally Posted by tigermtb

I received e CC'd email from this client around 2.5hrs ago.
This thread was started also about 2.2 hrs ago, before I could reply.

The timeframe of the email I received from you (which was also forwarded to half my staff)and the thread post time here (and its title) suggests your intention posting here at GFY.

Let's assume that this hasn't been handled in a timely manner. I'm sorry that has happened, and this all just landed on my desk just now. Given the title of the thread (use of the word "scam") I have to reply in public, but further communication should be made with support instead of posting additional slanderous threads;

1. The problems with our service appear to have stemmed primarily from use of multiple accounts in our system. Communication with us seems to have been while using one email address (which has an account) but funding occurring on another account unrelated to the email the client contacted us with. DJ was unable to find the funds in the account because of this.

2. Further problems occurred when we were provided with incorrectly sized ad images (i think?), which cannot be placed in our system. We require properly sized graphics.

3. Client's contact with DJ appears to have started when DJ reached out to them to see how he could help them gets started with us. Client replied to DJ nearly 3 weeks later and he appears to have been very attentive to figure out the client's very specific needs (initially).

4. The client asked for subsequent help and did not receive a timely reply.

Overall, this appears to be a situation caused primarily by the use of multiple accounts and not communicating with us with the email associated with the account. Our account managers always look up accounts based on email, etc and because of the gaps in communication (on both sides) it appears DJ lost track of which account it was and was trying to track the payment to figure it out.

When I looked into this issue I did the same thing and couldn't understand why there were no funds in the account, until I went and traced the payment to find the account. It appears DJ was doing the same thing.

After that, there was a significant communication gap that may have caused you concern for your loaded funds (and I understand that) which surely prompted the email I received and this thread at basically the same time.

You're new, and there are less than reputable companies out there. JuicyAds, however is a reputable company and we will always make things right. If we cannot make this right we will obviously refund your money. Many people here have defended us (and I thank you) but they defend us because we run a good business and because of who we are, not because we pay the trolls to say nice things :P

This was not a normal situation and I apologize for the inconvenience and stress.