PAXUM - You are FUCKING UP
 

seriously who's ass do i have to kiss to get something done ?

ATM spat my card out after 4 pin entries and said "card blocked due to excessive pin tries"

Went to use it at a restaurant came back declined, looked online said " blocked due to suspected fraud" in my transaction history.

ok i understand the issue , card was disabled because they thought someone was brute forcing the pin.


so i contact paxum, they reply pretty quickly " they are looking into it"
another day goes by no response so i ask whats up
"still looking into it"

i mention that i tried to reset my pin online , but i am getting a hard mysql error, they might wanna pass it along to programmers to fix.

another day no fix

today they still haven't fixed the issue with my card , but they spent the time to fix the hard mysql error ?

cmon now .. how hard of a task can this possibly be to reset a pin..

so far i have contacted you by phone , by email , by icq and by internal support.

Smoke signals ? telegram ? what should i do.

please hit me up Smokey, we'll get this taken care of for you

ICQ #233-854-608

I'd hit him up on ICQ - from his GFY profile, ICQ #: 55two8171six8

thanks Kristin! :thumbsup

Smokey, I've requested an add on your ICQ and left you a message, please hit me back when you get it, thanks!

"Card blocked due to excessive pin tries" - that sucks. They already said that they are looking into it. I guess there is not much more that you can do. Good luck.

still waiting to be approved

email me [email protected] w/ your account login and i'll see whats up. All account approvals are normally done within 24 hours of you submitting the proper documents.

Chris

you got email Chris
thanks

Thanks ruth for looking into it, although really this should be such a simple task if every dept is working correctly, you simply call the person who is in charge of that dept , and they fix the problem.

Coming from working in an office, I've never understood how any business can think its acceptable to put out fires this way. But it seems to be really prevalent in adult, and to a certain extent, the same standards seem to be present in a lot of places mainstream too.

When I have a shitty customer service experience, the next question I always have after I get my problem sorted out, is, what's being done to make sure this doesn't happen to me next time?

I am enjoying paxum quite a bit, but, it sounds like support through normal channels might be aspiring to epass levels.

now they are telling me it may be 10 FUCKING BUSINESS DAYS to fix this problem . WTFFFFFFFFFFFFFFFFF so all my bills will bounce, meaning i have to go to each merchant and enter another card , motherfucker...

why on earth would it take 2 fucking weeks to simply get the card unblocked ? what a fucking kick in the damn teeth and waste of time.

This is not the way a business account should be treated.

:thumbsup that was my first question too, at least i should get a response of " we will work on this issue to prevent this process from taking so long , the length of time is unacceptable and we sincerely apologize for any problems this may cause you "

does the bank not have a phone , with an employee who does this , how is it possible you cannot simply call them and tell them DO IT.

if a tiny problem like trying your pin 4 times causes this much of an issue for weeks , i hate to think what happens when a REAL issue arises.

From epass to worse?

i have had this issue with many other cards buying something from one place then something big from another and they think someone is banging the card and disable it, here is how it is handled.. i call the number on the back of the card they turn it back on and i tell the cashier to try the card again. voila , process takes between 1 and 5 minutes MAX.

when i called paxum , first i didnt get a person i got a voicemail, after leaving my number i got a call back and after explaining basically what i explained above, his response was " did you try moving the money from your checking account to the mastercard account first" . whaaa , no offense but pay attention to the customer.

so his solution was for me to email him my account and explain the problem because he cant accept account id's over the phone..

i'm not slamming your reps , i realise things get departmentalized but seriously , you guys should sit down at a meeting and say " hey lets do what every other cc company does , lets figure out how to solve the problem instantly instead of tying up like 5 employees and countless emails and time to solve simple problems"

Smokey,

As soon as we received your ticket we initiated an investigation and responded to it immediately.

We are aware that your card is blocked. It was blocked due to repeated attempts to access with an incorrect PIN. After 4 repeated incorrect PIN attempts the Paxum Mastercard is automatically blocked and automatically flagged under the 'fraud' category with the bank. The bank must then complete an internal investigation into the matter, even when the situation is explained that it is not fraud, by their own rules and regulations they must conduct the investigation. Unfortunately this bank investigation can take some time, which is why we ask that you allow 5-10 business days for the matter to be resolved.

We cannot control how quickly the bank completes their investigation, but we have done as much as we can to request that they look into the matter for you ASAP.

To prevent this in future we advise all clients, if you have unsuccessfully entered your PIN 3 times to then stop, return to your Paxum account admin and reset your PIN through there. This will ensure that your card will never be blocked for this reason and require a fraud investigation.

We do appreciate your business, and we apologize for the amount of time you will have to wait, but unfortunately it is beyond our control and completely in the hands of the issuing bank.

To imply that our business cannot be trusted because the issuing bank of our Mastercard insists on conducting fraud investigations when a PIN is entered incorrectly 4 times is erroneous. This does not reflect upon our business in any way. As you yourself mentioned, we responded to you promptly and informed you that the matter was being looked into and investigated.

We understand this may make things difficult for you with regards to your payments, but unfortunately our hands are tied to be able to do anything further until the bank completes its investigation and reinstates your card. We do apologize for the inconvenience.

Please rest assured that this matter WILL be resolved, and we will investigate our options to see if there is any way we can reduce the time-frame on these type of investigations in the future. We do appreciate your patience and understanding in the meantime.

Ruth :)

Actually what i was implying was if a small issue like this takes weeks to complete , then a larger issue could tie up an account for longer.

in my eyes it does. Call the bank , tell them they should not need to take 2 weeks to do a fraud investigation over an incorrect pin #. tell them that is unacceptable and not inline with ANY other banks timeframe to complete such a task. tell them it is borderline insanity to ask a client to wait WEEKS for his money because he entered his pin 4 times.

Maybe you should inform your users on the site , "

ENTERING YOUR PIN 4 TIMES will result in an automatic suspension of all activities related to your card for 2 weeks, your ability to use the card at all terminals will not work , your bills will all be declined and you will not have access to any of the money"

maybe you should inform each of your support staff of the same information , knowing this would have resulted in my question being answered by the very first person i contacted , not 5 emails 2 phone calls 3 icq's and 4 days later. Maybe tell me BEFORE i get sent payments to an account i cant use.

LOL.........

paycom
globill
ibill
epass
etelegate
360billing
_ _ _ _ _

_ _ _ _ _ _ _ _

...

I am on the fence on this one...

Yes, Paxum's customer service leaves a lot to be desired. To be honest, the only reason people put up with it is because we are a close knit industry. If this was completely a mainstream venture the customer server would garner an instant F rating on BBB.org.

In light of that fact I tread lightly... I too had a pin problem. It was my fault. I made it some lame ass number I'd never remember. I stopped on try #2, got out my phone, logged into the site, switched it, and walked back to the ATM to retrieve my cash. All told it took 5 minutes instead of 2...

And that is why I am on the fence.... Smokey? Entered a pin 4 times without knowing it? Didn't stop on 2 and reset it by logging in on your phone? Wha? Really?

Well, shit happens to everyone and frustration sometimes causes us to act outside of our normal character I guess.

I long for the E-pass days,but I don't think they will come back. Just send me a fuckin check

I think they are gone too.

Too fucking funny, suppose this is what happens when you rely on a bank in fucking BELIZE

Paxum sucks.

I had the same issue, card got blocked from too many pin tries. I tried to reset it on Paxum website, but got the SQL error. Paxum support told me I just had to wait until Mastercard stopped blocking it, and that took about 3 days for the pin to be reset. Then I was asked to change it online, did that, and it works now.

I did NOT have an issue getting a response from support, however, they were pretty quick at getting my questions answered using the Paxum support forum.

I can understand Paxum's side of the issue, not being able to control a bank and their policies and whatnot, but I also think that the issues on Paxum's end (mysql, etc) should be solved immediately without question... this is what good business is based off of, is keeping things problem free and having good customer service.!!!

Damn, you guys must have some hard pin numbers to remember.

Hmm... And i was just about to sign up with Paxum

Next to ePass thats all.

fuck paxum
i have problem too
card blocked for fraud

Paxum ROCKS :thumbsup

lol....
paxum

go for smoke signals and war drums

seriously I like Paxum so far, the service is'nt perfect so far, but they're half a year old!

good ol pin 1111 never lets me down.

:2 cents::2 cents:

Alot of hoop jumping at first but I can say honestly I haven't had an issue with them.

Are you really serious? Wait up to ten days for a PIN reset? Thanks, but no thanks. With all consideration for Paxum, i'd rather pay the bank wire fees and deal with the bank directly.

I requested pin reset once from my bank because i lost it somewhere,they charged me for that,took two weeks to arrive,and pin was completely same once it arrived.

yep, that's normal.

i don't think i did enter it wrong 4 times, but even if i did the fact remains 2 weeks to fix it is wayy too long :thumbsup

i can understand there being an issue , this issue shouldn't exist, but lets say for the argument that this is standard operating procedure.. any of the first FIVE support staff should have been able to answer this problem the FIRST time i contacted them , not countless of emails , support requests , phone calls ,icq and several DAYS later.

+1, plus probably 99% of all of their users.
If you'r trying 4 different pins at the atm your card is going to be locked.

Show up in person at the UPS Store ... there is already a line-up of people waiting for new PINs, so show up early! :Oh crap

http://2.bp.blogspot.com/_2OGCKoTykx.../07_AK_4-1.jpg

a post on GFY (like you did here) is your best bet and will likely get 3 reps replying to you in a matter of 1.320 seconds.

Will that fix your problem? probably not but they will reply quick to you at least.

Glad to see issues brought into the light, need paxum to work out this year.

i use goddamn pin used on epass, so i must be crazy to forget it :D

So were they fucking up the pin number? or were YOU at the ATM not being able to remember the pin number that you set? if the second issue is the case then you fucked up.

nobody has a problem with that, the problem is that every other cc will solve this problem in minutes without the runaround. It took me , many emails , support requests, telephone calls, icq and several days to get an answer. That is unacceptable. The amount of time required is also unacceptable.

doesn't matter although i have already ack'd that i may have had the wrong pin.

My problem is not having the card locked , the problem is USING MY FUCKING CARD NOW. i may have fucked up the pin , they fucked up half dozen chances to either explain the issue or fix the problem.

You can go to the bank and withdraw the money. Money is not locked. You're out of country or whatever, you use online banking to send funds from an account to the other and ATM withdraw with your other card/s, etc... Thing is you can get your money without waiting days.