SecurePay in partnership with PipeLine Data Processing have abuse their power for th 35th time in the past 6 months. I just found out that there are 34 cases against them so be aware and dont think of using them as MERCHANT SERVICES.
The issue:
Two of our clients one from Japan and the other one for Singapore place orders on the beginning of July, on the 4th and the 20th of 2007. Yesterday, we receive a phone call from Joshua a customer service representative from PipeLine Data Processing in the risk department, that informed us about them holding our funds adding 2000 because they couldn't verify the banks in those countries. They also told me they try to send a fax and talk to the bankers but what they did not realise is that it was 12 hours ahead over there and could not reach anyone at that time.
Also when dealing with this type of verification, they did not know that banks only accept the swift system (bank to bank system), Joshua was clueless of what I was talking about.
Joshua requested proof of orders, shipping confirmation, client names, address and phone numbers, which we provided to them very upset, because we need it to release this information. Anyway, after we provided these information they told us they will not release the funds and we should process a charge back and use another company to process the credit card.
After talking to them on the phone for 25 minutes, Joshua inform me that the manager did not approved the charge because the manager though Singapore has high risk rate on fraud. During the conversation he mention to me that they have the right to do that and because they are holes in the contract that I signed they will be protected against any law suit.
I decided to call and speak to the manager (2 different phone calls), and was transfered to his voice mail. After 3 min, I called back again and spoke to Joshua, and he told me that he just have spoke to the manager and said that if we dont do the charge back by Tomorrow Friday July 26th they will hold the funds for 6 months because they have the right to do it, and it stated in the contract. Which Joshua mention again it has holes.
Please be aware of this company and research on them before you decide to pick them as your MERCHANT ACCOUNT services. This company is run by like 10 people, and I know this because every time I call is the same 3 people answering the phone. One manager in the risk department that decides what to do or not to do when comes to decide if a charge should be approved or not, tells me a lot, so I learn my lesson, i can only close my account and inform future victims not to go with them.
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