I ordered E-Check services over the summer of 2008. I did not use it right away so there was a hold placed on my account. I did not realize that there was a hold until December when I noticed I was missing monies that I ran via e-check the month prior. I called my online processor where I first initiated the e-check service. I was told by the representative to contact cybersource via email at; [email protected] and to state the following; request that the funding hold be released from my Payment Gateway ID: #. Gateway ID number intentionally left out for this complaint. I sent this email on the 15th of December.
On the same day, 15th of December, I got an email back from cybersource stating that the monies have been released and to wait 2 to 3 business days for the monies to reach my bank.
On the 19th of December I checked my bank statement online and found the monies never reached my banking account. So I signed onto my online processing account and found that the monies were still in hold status. I again sent an email to cybersource stating what I found and how disappointed I was... I received an email back that read; The release has been confirmed. Please contact your bank to find the funds..
I contacted my bank, where I was told by the bank representative that the monies never reached my account. I also called my online processor where I was told that my echeck account was still on hold and that I should contact cybersource to release the funds! I stated I already did this. They in return told me there was nothing they could do. Even though the two merged!?!
I again emailed cybersource on the 29th of December stating that I did indeed contact my bank and of their response. I also added what my online processor stated, that the monies were still in hold status. I received an auto-reply email back that they are on vacation until the 5th of January.
I emailed again today, the 5th of January and am still waiting for a reply. I found a phone number to call on one of the reply emails which is; 888.317.6935. I called this 888 number and got a recording that said they would call back in (4) hours. I never received this call.
I called 650.965.6000 stated at; http://www.cybersource.com/cgi-bin/pages/prep. Cgi? Page=/contact_us/sales.html
I talked to a representative at the 650 number where I was transferred to the Risk department at cybersource. I found out that the representative that was sending me the replies is called Rinata. I was transferred to her voicemail. I asked to have the hold removed and to release my funds. I was trying to be very nice at this point! More like begging!
I have documented all these emails going back and forth with cybersource. I am appalled by their service level!
I have yet to receive my monies. I am very concerned and doubt I will ever see my money again.
I am beginning to think that cybersource is a online scam. No kidding!
I highly suggest you stay far away from this company. And, considering that they are allowed to do e-check services, I would stay far away from the processing of e-check payment sources.
Their professionalism is absolutely NULL!
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