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thejadefalcon

Paysafecard, what the actual FUCK?

thejadefalcon
Sep 20th, 2013
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  1. Jade:
  2.  
  3. Your site is just brilliant, you know that, right? It takes my half an hour to sign up because your registration information is wrong and it wouldn't accept my phone number as a "valid" UK mobile number until I tried it in a completely different way than the tooltip says to put it. And now, when I try to make a payment with the money I put on it, I get told "Access has been denied for security reasons" with no other information. The account is less than 24 hours old and has only been used on one IP address and one computer. What possible "security reasons" can there be that are unexplainable and require me to contact you instead of you firing off an automated e-mail to say there's an issue? This has been an absolutely appalling experience with your site so far and I'm not seeing many reasons I should bother adding more money to this account. What exactly is the issue here and why have you locked my account?
  4.  
  5. ---
  6.  
  7. Paysafecard:
  8.  
  9. Dear Customer,
  10.  
  11. we have received your query which has been forwarded to the appropriate department.
  12.  
  13. We will provide you with the requested information as soon as possible.
  14.  
  15. Kind Regards,
  16.  
  17. your paysafecard Team
  18.  
  19.  
  20. Prepaid Services Company Ltd.
  21. Floor 33 Euston Tower
  22. 286 Euston Road
  23. London NW1 3DP
  24. Managing directors: Bernd Egger, Udo Müller, Michael Müller, Richard Knight
  25. Commercial register: 5761861, Commercial court: London
  26.  
  27. Prepaid Services Company Ltd. is regulated by the Financial Conduct Authority (FCA) in the UK and is authorised to issue electronic money (Register number: 900021). The register of the Financial Conduct Authority can be found at www.fca.org.uk.
  28.  
  29. ---
  30.  
  31. Jade:
  32.  
  33. It's now been four days since you uselessly sent me to the "appropriate department" with no other explanation or even giving me a direct contact e-mail instead of sending me either an automated e-mail about the issue from the beginning (which, by the way, this e-mail very much reads as) or even having the courtesy to update your site so security issues *get sent to the people who can fix them* without a middleman. I still have had no response which for a company like yours is absolutely unacceptable.
  34.  
  35. My query is *not* hard to answer, so why has it taken four days? Why have you completely locked down access to my account without any explanation, why have you been so poor at giving me an answer to this very simple question and what incentive do I have to continue to use your site after this very, very poor service?
  36.  
  37. ---
  38.  
  39. Jade:
  40.  
  41. It has now been *nine days* since my original e-mail and four since my previous e-mail requesting an update and I still have not even had the courtesy of an automated message saying I'm in a queue to be answered. What kind of site are you running here, exactly? Did everyone take their coffee breaks at the same time? If you have a license to handle money, surely the Financial Conduct Authority expects you to be able to have *some* semblance of customer security. Instead, the absolutely awful experience of registering on your site due to the useless tooltips on how you should register being *wrong* turned out to be the *highlight* of my time on your site and everything's been downhill since then.
  42.  
  43. Why have you completely locked down access to my account without any explanation, why have you been so poor at giving me an answer to this very simple question and what incentive do I have to continue to use your site after this very, very poor service?
  44.  
  45. ---
  46.  
  47. Jade:
  48.  
  49. ***Thirteen days with no contact.***
  50.  
  51. ---
  52.  
  53. Jade:
  54.  
  55. Fourteen days. Congratulations. You managed two entire weeks of being the most utterly useless support service I've ever seen. It's like you're an automated process, except run by humans who have no idea where the reply button is.
  56.  
  57. ---
  58.  
  59. Paysafecard:
  60.  
  61. Hello Jade,
  62.  
  63. Access to your my paysafecard account has been reactivated. You can now log in again using your username and password at www.paysafecard.com.
  64.  
  65. Best regards
  66. Your paysafecard team
  67. [email protected]
  68. www.paysafecard.com
  69.  
  70. ---
  71.  
  72. Jade:
  73.  
  74. I'm sorry, but where do I register a complaint? Where do I register a ***massive*** complaint? It has taken ***fifteen days*** before you did this! You have not given me ***any*** contact but a pathetically automated response and this! You have not told me what pathetic excuse you had for closing my account without warning prior to, without notification of the action, without explanation, without even sending me to the right contact address! You haven't given me a ***single*** incentive to use your site again! What the fuck is your support team smoking that you treat a new customer like this? I'm part of a support team myself, I know it's hard work, but unlike you, I don't ***deal with people's money***. If I put money into my account, I expect to fucking access that money ***immediately***. Give me answers. NOW. You have had TWO weeks to fabricate them. What the hell has taken you so long? You do ***not*** get to lock someone's account on this site without giving the most basic customer support and expect they will not complain. Who has answered this e-mail? I want a name so I can register a direct complaint against them.
  75.  
  76. Yours very, very unhappily,
  77. A customer who probably won't return
  78.  
  79. ---
  80.  
  81. Paysafecard:
  82.  
  83. Dear customer,
  84.  
  85. Thank you for your enquiry.
  86.  
  87. Your access to my paysafecard was frozen for security reasons and we have now reactivated your account so you are able to use your my paysafecard account again.
  88.  
  89. We apologize for delay of the responce and trouble.
  90.  
  91. Should you have any further questions, please do not hesitate to contact us.
  92.  
  93. Best regards,
  94.  
  95. Your paysafecard team
  96.  
  97. ---
  98.  
  99. Jade:
  100.  
  101. What. Security. Reasons?
  102.  
  103. As a customer, I have a right to know if you believed my account to be in danger.
  104.  
  105. Where do I make a complaint?
  106.  
  107. What compensation will I recieve for you locking my account out for no good reason and failing to reply for two weeks?
  108.  
  109. Why do you consistently dodge every single question? Answer. Them.
  110.  
  111. You can't even spell response correctly, why should I trust you with *money?*
  112.  
  113. ---
  114.  
  115. Dear customer,
  116.  
  117. Thank you for your e-mail!
  118.  
  119. Yes, your account was locked because of the security reason. The reason was that during the transaction we noticed that there might have been a chance that the 3rd party could get connected to your paysafecard and in those cases we automatically lock paysafecards or accounts.
  120.  
  121. It took time to investigate this case, but it was a wrong alarm. Anyway, it is better to lock account than take any risks and that is the way we make sure that your money is safe.
  122.  
  123. If you want to make complaint, you can do it by answering for this e-mail and we will send it further.
  124.  
  125. Unfortunately we do not offer any compensation in these cases, but you can add your demands, if you want to make a complaint.
  126.  
  127. You wrote: "Why do you consistently dodge every single question?" Could you please specify, which questions do you mean? We will do our best to answer for them.
  128.  
  129. It is perfectly safe still use our products and you can trust on us also in the future.
  130.  
  131. Thank you for your understanding.
  132.  
  133. Kind Regards,
  134.  
  135. Your paysafecard Team
  136.  
  137. ---
  138.  
  139. Jade:
  140.  
  141. "During the transaction"? *What* transaction? I had literally had an account for less than twenty-four hours! I hadn't bought ANYTHING before you locked it. It should not take two weeks before you finally respond with any amount of efficiency. The site said my account was locked, please e-mail some address, and they take a day to pass me onto the right department. If there's an account security issue, shouldn't the e-mail for the right department be the one I'm told to contact in the first place? But fine, maybe there's a reason for that. I'll accept that. But it then took over two weeks for me to get any sort of acknowledgement to my issue beyond that original e-mail, despite constant requests for information to the original address. Yes, I would like to made a complaint, because you have handled this *appallingly*. If I add money to my account, I expect to be able to actually access it or, at the very least, be given some actual details as to why I can't do so. You tell me it's a transaction? What transaction? Why did you think it was unsecure? But no, I get left on hold while money just sits there and then get simply told "sorry, our bad." That's barely acceptable for any company, but it's absolutely not when money is involved. Why on earth would I continue to use your service when you have proven yourselves at every turn to have poor customer relations, even poorer explanations for those failings and don't even offer any form of compensation to keep customers actually interested despite said poor services?
  142.  
  143. ---
  144.  
  145. Paysafecard:
  146.  
  147. Dear customer,
  148.  
  149. Thank you for your e-mail!
  150.  
  151. Your my paysafecard account is working now and it was locked for the security reasons. We are not authorized to give all the details, but usual reasons are for example internatinal transactions or logging in to account in a another country. Further, account can be locked if you try to top up paysafecard, which is bought from another country or is a bonus card from another country etc.
  152.  
  153. If you have not done any transactions or topped up paysafecards from another country, then the reason has been something else in your case. As mentioned, we are not authorized to give all the details for security reasons.
  154.  
  155. We apolozise you have been waiting for long in this case, but sometimes it takes a little bit longer to investigate these cases, until we are sure that it is safety to unlock your account.
  156.  
  157. If any other questions, please do not hesitate to ask again.
  158.  
  159.  
  160. Kind Regards,
  161.  
  162. Your paysafecard Team
  163.  
  164. ---
  165.  
  166. Jade:
  167.  
  168. Are you fucking kidding me? After all this, after you dodging my questions for so long, after you give me pisspoor answers to my requests, I finally decide to use the money on my account and leave your site for good ***only to find it missing!!*** You have now outright ***DELETED*** the money that was on my account. Once again, you did not even bother to INFORM me about this. I'm starting to think the security issue with my account is ***YOU*** and the fact that I ever opened one in the first place and gave you my personal information. You lock my account out, you do not inform me of this, you take two entire weeks to respond with even the most *basic* effectiveness. So no, I'm not going to request anything any more. You aren't capable of responding to that. I'm going to ***DEMAND*** answers now.
  169.  
  170. 1. Why was my account locked? I don't want any beating around the goddamn bush any more. I want to know EVERY detail about why my account was locked. Don't give me crap about how you can't tell me. It's not that difficult to say what the issue was. Your previous e-mails have shown that you don't even *know why yourselves* so grab someone above your pay grade and *find out*. Here are some of the stupid things you have suggested. "internatinal (sic) transactions" I didn't get to do ANY transactions before you locked my account. "logging in to account in a another country" One day, one computer, one IP address. Wrong. "topped up paysafecards from another country" Wrong. I was given a code to get £5 GBP to use on my account. GBP is not the currency of any country but my own. But even better, you ***outright said*** "The reason was that during the transaction we noticed that there might have been a chance that the 3rd party could get connected to your paysafecard". ***THERE WERE NO TRANSACTIONS.*** And once again, you DODGED my question in my last e-mail when I called you out on this! WHY. WAS. MY. ACCOUNT. LOCKED?
  171.  
  172. 2. Why did it take you two entire weeks to get back to me about this? Is your customer service so appalling they need daily reminder e-mails to do work? The least that could have happened was sending me a generic e-mail saying my ticket is in the queue and will be processed soon.
  173.  
  174. 3. Where do I make a complaint? You have dodged this again and again and again.
  175.  
  176. 4. ***GIVE ME MY DAMN MONEY BACK.*** It may have been a free offer, it may only be five quid, but there was absolutely no reason that money should have been removed from my account, none at all. Give. It. Back. Now.
  177.  
  178. I am VERY angry right now and your company has some serious reputation to re-earn before I ever use your services again.
  179.  
  180. P.S. You know what's funny? I asked you in a previous e-mail "why should I trust you with money?" You dodged that question too. I guess now I know. I shouldn't trust you with my money at all.
  181.  
  182. ---
  183.  
  184. Paysafecard:
  185.  
  186. Dear [Jade],
  187.  
  188. We would like to thank you for being so specific in your reply.
  189.  
  190. Your case has been forwarded to the according department for a detailed re-examination.
  191.  
  192. We will contact you back as soon as possible.
  193.  
  194. We would like to also thank you in advance for your understanding and patience.
  195.  
  196. Kind Regards,
  197.  
  198. Your paysafecard Team
  199.  
  200. ---
  201.  
  202. Paysafecard:
  203.  
  204. Dear customer,
  205.  
  206. the PIN you received in our newsletter was a free promotion PIN, you can find the validity date in your email in which you received the PIN.
  207.  
  208. We informed you on 21st August that your my paysafecard account is unlocked, this means that you had 11 days to use your free PIN in your my paysafecard account.
  209.  
  210. Due to money laundering laws, paysafecard is required to monitor all transactions made via paysafecards with appropriate measures from the point of issue to the point of acceptance.
  211.  
  212. If paysafecard should decide in due course to perform a more detailed examination of individual transactions, we are entitled to lock the card for the duration of the review.
  213.  
  214. Kind Regards,
  215.  
  216. your paysafecard team
  217.  
  218. ---
  219.  
  220. Jade:
  221.  
  222. Then maybe you need to put a bit more effort into making your site easier to read. It's not exactly the first problem I had with your site. Your registration page was also giving false information. I see the "valid until" section, but any reasonable assumption is that that was the final date you could ACTIVATE it. Nowhere - NOWHERE - did it say you had to SPEND it by a certain date. You'd have thought that at the very least, you could have put terms and conditions (you deal with money, you've got people smart enough to write them for just about anything) that would greater clarify it and it would be on me for not reading them. Nope, no T&C here. At all. Even £0.01 off vouchers from Sainsbury's have T&Cs on them. What the hell's your excuse? Even if it did have them (again, doesn't), locking my account out for two weeks for no reason (yeah, by the way, thanks for ignoring me YET AGAIN on that topic) made me miss the oppurtunity I had to spend it, so I decided to wait for the next one. Oppurtunity comes, whoops, money's missing and once again, the fault is ON YOU for failing to explain a critical point.
  223.  
  224. ---
  225.  
  226. Paysafecard:
  227.  
  228. Dear customer,
  229.  
  230. The "valid until" date, is the date when you can use your paysafecard at the latest and the card expired on this day. The validation date need not to be fixed in the T&C.
  231.  
  232. You can find on each paysafecard voucher the link to our homepage for our T&C because there is not enough space on the vouchers. There you can find them:
  233. https://www.paysafecard.com/en-gb/terms-and-conditions/
  234.  
  235. Regarding the lock of your my paysafecard we gave you already a reply:
  236. "Due to money laundering laws, paysafecard is required to monitor all transactions made via paysafecards with appropriate measures from the point of issue to the point of acceptance.
  237.  
  238. If paysafecard should decide in due course to perform a more detailed examination of individual transactions, we are entitled to lock the card for the duration of the review."
  239.  
  240. Finally we informed you on 21st August that your my paysafecard account is unlocked, this means that you had 11 days to spend your FREE PIN.
  241.  
  242. For the next time when you will receive a FREE promotion PIN (we sometimes send PINs by newsletter) we recommend to use the PIN within the validation date.
  243.  
  244. Kind Regards,
  245.  
  246. your paysafecard team
  247.  
  248. ---
  249.  
  250. Jade:
  251.  
  252. There's not enough space on the vouchers? Is this the 90s again? It's electronic. You have all the space in the world to fit a tiny link to the voucher, don't give me that crap. If you have terms and conditions, you are legally obliged to *put them on it* as T&Cs are a form of a contract and you cannot make people accept a contract without even *informing them that it exists*. There is nowhere on that voucher that even *hints* at terms and conditions. If I'd known I was bound by them, I'd have spent it in that 11 days you keep harping on about. Instead, you flatout denied their existence through omission.
  253.  
  254. Your reply regarding the account lock is meaningless bullshit and I am entitled to an explanation under the laws of "stop making things up to cover your arses." I have dismissed every single one of your excuses as impossible. I'd tell you to find it yourself, but I think a bat has better vision than you do, so here's a copy-paste. "Here are some of the stupid things you have suggested. "internatinal (sic) transactions" I didn't get to do ANY transactions before you locked my account. "logging in to account in a another country" One day, one computer, one IP address. Wrong. "topped up paysafecards from another country" Wrong. I was given a code to get £5 GBP to use on my account. GBP is not the currency of any country but my own. But even better, you ***outright said*** "The reason was that during the transaction we noticed that there might have been a chance that the 3rd party could get connected to your paysafecard". ***THERE WERE NO TRANSACTIONS***. And once again, you DODGED my question in my last e-mail when I called you out on this! WHY. WAS. MY. ACCOUNT. LOCKED?"
  255.  
  256. Once again, I didn't even have the chance to access a site's store to buy anything before you locked my account. What kind of reputable service does this? The *only* thing I managed to do was add that stupid voucher to my account. If a third party could access my account during that, you have *serious* security flaws and are in no way fit to hold on to *actual* money. Also, here's a hint. If you think someone's account has been compromised, you ***e-mail them about it, you degenerate fuckwits***. At least alert them to the situation, if nothing else. If you think their e-mail is also compromised, how about you don't tell them to e-mail you about it? You demanded a phone number on that clusterfuck of a registration page, how about you use that instead? Once again, more proof you're not fit to handle money.
  257.  
  258. You fucked up. Have the balls to admit it.
  259.  
  260. Look, at this point, I'm fed up of dealing with this bullshit. I'm sure you are too. How about you just give me the damn £5 voucher back, I spend it, I delete my account and we get out of each others hair? How many people have I even talked to at this point? You don't even have the courtesy to sign your names so we can complain if necessary (oh, yeah, that's your own fault too, given I asked about the proper procedure for complaints and never got an answer on that either).
  261.  
  262. ---
  263.  
  264. Paysafecard:
  265.  
  266. Dear [Jade], [note: notice how the only times they refer to me by name is to tell me to fuck off]
  267.  
  268. We can confirm that the paysafecard serial number: [number] which was used to top up your my paysafecard account was issued via our newsletter to a German customer registered in Germany and was accessed by a German IP address on 2nd August, 3 days before it was loaded into your my paysafecard account.
  269.  
  270. If you received this paysafecard directly from our newsletter, we would like to draw your attention to the information stated directly below the free PIN where it is clearly stated "Valid until: 31.08.2013". If you did not receive this paysafecard directly from our newsletter, please forward your query to the person who provided it to you.
  271.  
  272. This is our final response and now consider the matter to be closed.
  273.  
  274. We trust that you are happy that we have dealt with your complaint fairly and promptly. If however you remain dissatisfied with this response, you may refer your complaint to the Financial Ombudsman Service. A web version of their consumer leaflet (“your complaint and the ombudsman”) is available at http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.
  275.  
  276. Please note that the Financial Ombudsman Service can only consider your complaint if submitted to them within six months from the date of this communication.
  277.  
  278. Kind Regards,
  279. Your paysafecard Team
  280.  
  281. ---
  282.  
  283. Jade:
  284.  
  285. So you sent a German customer English money? Okay, you're either bullshitting or you're stupid? No, this isn't closed until the customer says it's closed. I'm not one for the customer is always right, but in this case it's true. I see the valid until. However, have you actually read any of my responses? There is no terms and conditions. There is nothing explaining "valid until" in the manner you suggest. Don't even try that bollocks. You trust I'm happy with your services to be prompt and fair? You locked my account for bullshit reasons and took two weeks to ever tell me this and you haven't even given a hint that you will try to aim for more prompt responses. Every single thing I have suggested here is a serious flaw with your services, but you think it's perfectly fine? I don't want to go through legal channels. That's a total waste of my time. I would prefer if you had the guts to actually put on a service representative who actually knew what they were talking about, as proven by the meandering excuses given in all the previous e-mails I've received. Why did it take over two months to finally get some basic information? If this is prompt service, I hate to see the poor bastard you've got in the backlog!
  286.  
  287. Reopening this ticket because you have some serious issues to work out but you refuse to.
  288.  
  289. ---
  290.  
  291. Last updated 11/10/2013 - the saga fucking continues (well, maybe not, I doubt they'll reply, but it'll be fun trying)
  292.  
  293. PS: At this point, it should be clear. I stopped caring LONG before this. At this point, I'm just fucking with them for my own amusement because it's nothing less than they deserve. I don't actually want the stupid money back, I just want to make their customer service sweat.
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