Terrible Customer Service!
Authorize.net double charges our customers without admitting their mistake. Several of our customers got charged again by Authorize.net two weeks after the original charges were processed. We only have one on-site accountant to manually input credit card information when it comes to charge customer’s credit card; however, Authorize.net keeps accusing us for having two accountant submitting charges at the same time. Their customer service is very awful or virtually non-existed. Below are the brief conversation logs with Authorize.net:
5 MayWhen we first contacted their customer service representative, named Jessie, we were told that Authorize.net will never and ever initiate a duplicate charge without its customer enrolls in the payment reoccurrence program. We never enrolled in payment reoccurrence program in the past.in addition, our own investigation indicated that the duplicate charges were not the errors caused by our own employees.
6 MayThe next day we contacted Authorize.net again in seeking for an explanation. The call was handled by a person named Gunner. We requested to speak to his manager or supervisor, but were rejected. We told him we have had several customers who got duplicate charges by Authorize.net, but he was only willing to take one set of duplicate charges. We wanted to give him more information about other duplicate charges, but he refuses to take them. A ticket number (29063597) was issued by Authorize.net as the result of this conversation.
9 MayMonday, 9 May customers have kept calling us and questioned the pending duplicate charges. We called again and were helped by someone named Brandon M. At the end of the conversation, we were told that both the original and the duplicate charges came from the same IP address: 10.1.186.51. However, we did our own research and found that the IP address given is inconsistent with the IP address we use. IP address stating with 10 indicates that the address belongs to a private network. Authorize.net has been telling us that the case has been escalated for the review of its management. They still did not have a conclusive answer toward this incident.
10 MayCalled Authorize.net again and spoke to their supervisor, named Ben D. He kept insisting that the duplicate charges were caused by two accountants submitting payments at the same time. This time, their supervisor said the charges came from 208.57.144.25, which is the different IP address from the address they told us yesterday. Ben mentioned that 10.1.186.51 was authorize.net IP address, but had no idea why this IP address was given to us yesterday. However, based on our record, the duplicate charges are submitted at least one credit card information every second.in some cases, the two credit card numbers were submitted instantaneously.in other words, this is not likely to be submitted by a human being since the average processing time to input credit card numbers takes about 45 seconds or longer. We have urged Authorize.net to get back to us with a solution before 5:00pm PST or we will file a lawsuit against the company if no results are given before deadline.
To Authorize.net Management: The duplicate charges made by Authorize.net without our consent are illegitimate and have severely damaged our company’s business reputation. We do not mean to leave this negative feedback online; however, we have no choice. We have been using your service over three years and we know how to use your virtual terminal when it comes to charge customer’s credit card. Your customer service representatives have failed to address this critical issue in a timely manner, talked to us with a terrible attitude, refused to take immediate action for further investigation, and accused us of submitting duplicate charges. We hope the management of Authorize.net will call its own customer service number at 1-877-447-3938 and get a feeling from its unhelpful customer representatives. We hope for those who have viewed this message to think twice if they decide to use Authorize.net as their payment processor.
Our company has saved both regular and irregular transactions processed by Authorize.net. Any person who has questions about details of this incident can email us at: [email protected]
Tim Lin
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