posted on December 4, 2000 10:52:54 AM new
Freakin' great! I received an EP payment yesterday while I was away, and tried this morning to claim it. Site was down. Just tried to log in right now and it says my acct. has been suspended. I wrote and got a canned auto-reply saying:
Dear Member:
As part of our normal account audit and review process, we have reason to believe that your account has been associated with enrollment or transaction activity that constitutes a violation of our Member Agreement.
This activity could include:
- Missing enrollment information, such as credit card information and billing address, that is now required in order to maintain an ExchangePath account.
- Residency outside of the US or use of a non-US email service provider or Internet Service Provider.
Therefore, for the protection of ExchangePath and our members, we have suspended your account.
If you would like to maintain an account with ExchangePath, please re-enroll with the appropriate information. Or, if you feel your account has been suspended in error, please contact us by "replying" to this email.
Thank you.
ExchangePath Risk Management"
WTH!?
I signed up with my x.com card, which is no longer valid. So I suppose that could be the problem.. but if so, why not EMAIL ME and just ask me to register a new/diff CC??? Now, just like PP has done to others,
they have my money and I have no way to get it.
Damn shame, because I was about to take advantage of the free listing day here at AW but not now, if I have to use EP... I sure as heck don't want payments piling up that I can't access!!!
Does anyone know if an EP user can cancel a payment sent to another registered user?
posted on December 4, 2000 02:08:32 PM new
Dear Sherri,
Unfortunately, due to a system upgrade, we changed the information required from our members without informing them in a timely fashion. Sorry for the service interruption.
You will need to email [email protected] and give them the correct card/account information so that you can access your funds and cancel any pending payments.
I finally am back into my ExchangePath account after being "suspended" earlier today.
After withdrawing my money, I checked my account profile and all the required information (marked by an asterisk) was already there. In fact you people already had my credit card information, which was NOT marked as required (designated with an asterisk).
You know, if you need more information from people, why don't you just ASK FOR IT?
posted on December 4, 2000 04:38:09 PM new
I expressed my opinion on Exchangepath in the thread in Ebay Outlook which is now locked and we have been asked to move the discussion here, so I am complying.
I stated there that the fact the upgrade was implemented in such a way that honest users were suspended and wrongly accused is an indication of an unbelieveable level of incompetence, which cannot be undone by simple apologies.
Any company that could make such a "mistake" is not to be trusted with other people's money. Period. If they can screw up this badly just upgrading their registrations, what else is going to go wrong? I'm not gambling my money or that of my customers.
What I can NOT understand is how AW can continue to promote Exchangepath in the light of what they did to their members today. Are you going to defend their actions, or brush it off as nothing?? All this discussion today, and no one from AW has had anything to say about the upcoming promotion involving Exchangepath. Moderators? how about it? what is AW's position on this mess???
posted on December 4, 2000 04:56:16 PM new
EXCHANGEPATH --- I need you help.
I just enrolled with your service on Saturday (12/2/00).
I have added your logo on all my auctions; none of which have ended yet, but a few will be tonight.
I have not received or sent any money since my long 36 hour membership.
I go into your site just now and receive a message that I have been
SUSPENDED!!
I registered a Credit Card; one I used today so I know it's good and one that is not registered anywhere else on the Internet -- so it hasn't been "hacked" into.
What possible reason could there be for a suspension.
Since you have partnered with Auctionwatch and post in this forum, I'd appreciate your prompt help.
posted on December 4, 2000 06:51:15 PM new
The same thing happened to me. I got an email saying my account was suspended and a canned reply to my email.
They couldn't even tell me why it was suspended and I can't get into my account to find out if all the information they now need is there.
What a bunch of crap..they put up a free listing day, but suspend a lot of folks accounts..makes one wonder why it happened now.
They don't respond personally to the numerous emails I have sent and there is not a phone number anywhere to contact them by phone. I have even contacted AuctionWatch to see if they could help.
ExchangePath has my money and won't give it to me and won't answer my emails..what is going on ????
posted on December 4, 2000 07:02:52 PM new
I just got off the phone with exchangepath's customer service.
Pretty much I asked them, "If you can't help me..why do you call yourself customer service?"
She pretty much said, "She said that she can't tell me anything..the suspension is in the hands of risk management. No one is there from risk management right now. I can try and call back tomorrow and see if someone is there I can talk to. That I should be able to get my money soon and that they should have my account fixed (because it looks legitimate) by free listing day."
What a bunch of crap. I am so pissed right now. How can they do business like that? How can AuctionWatch be associated with these clowns? It really makes me wonder now, how AuctionWatch does business.
posted on December 4, 2000 07:50:16 PM new
Eagerbeader;
Thanks for the phone number! I called and left the appropriate message on that number's service.
How did you get a live person?
I am also dismayed and upset over this situation. My account is ONLY approx. 36 hours old.
I'll check back here from time to time; perhaps a knowledgeable representative will pop in and shed some light OTHER than send an e-mail.
In the interim, I deleted the Exchangepath logo's on my auctions. The same ones that took a considerable amount of time yesterday putting on, one by one (Blame myself there)
I won't offer the service until it's resolved --- obviously, can't even get in the site LOL
I'll say this; If this is any indication of their business practice going forward; I will not jeopardize my reputation (feedback) or my customers to this.
posted on December 4, 2000 07:51:30 PM new
Hi Dawn,
Have you tried this e-mail address:
[email protected]
I used this one this afternoon and my "suspended" account was open within an hour or so. I emptied it out and sent yet another e-mail asking how to close the account.
I don't know if the fact that I threatened to initiate a chargeback for the $5.40 I had put in my ExchangePath account via credit card had anything to do with the speed of my "unsuspension."
But I suspect it didn't hurt.
posted on December 4, 2000 11:53:50 PM new
I have a question for EP. If my account is suspended and I can't get my money out...why are people still capable of paying into the account????????????? I can't get my money, but you can still take it??!!!!!!!
posted on December 5, 2000 06:17:17 AM new
I don't understand how you all are getting into Exchange Path. I have been trying for 3 days to get in and all I get is This page cannot be displayed. I've tried every avenue. This morning someone was able to put money into my account and I still can't get in. What's up and what route are you all taking to even view their site? Any help would be appreciated!
posted on December 5, 2000 09:13:48 AM new
Hasn't it become clear to everyone that these payment services' idea of risk management is to manage THEIR risk at YOUR expense? After all, they can't lose if they allow accounts to accept money byt not withdraw it. Know what you are getting into before you sign up with one of these services. http://www.ygoodman.com/payments.html
posted on December 5, 2000 09:19:37 AM new
Thank you yisgood,
I thought I had researched this well 3 weeks ago when I signed on. This is the first payment that came through and believe me, I learned my lesson. I've read your site and have made my decision on this payment service. Thanks!
posted on December 5, 2000 09:28:16 AM new
vargas,
You're absolutely right, we should have asked our users for the new required information before we put accounts on hold.
yoyo2car,
I'm not sure what happened in your case. As you mentioned, some accounts that did not have credit card info, billing info or telephone numbers associated with them were suspended. In other cases, accounts that were associated with a non-US address or a non-US ISP were suspended. I don't know if either of these cases apply to you.
The only thing I can tell you, since I don't have access to individual account information, is to contact [email protected]. You will get a canned reply with instructions. We are working to streamline this process and to reactivate accounts as soon as possible. Believe me, your frustration is coming over loud and clear.
elephanto,
The account suspensions happened because our new system now requires more info from members. (And yes, we didn't tell you about it, which is regrettable.) This is a temporary situation, so that's why people can still pay into your accounts. You will be able to access these funds as soon as your account is reactivated.
Again, I realize there's nothing I can say that will eliminate your frustration. We are working to rectify this situtation as quickly as we can.
posted on December 5, 2000 09:38:38 AM new
Message to Exchangepath:
There is one question you still have to answer: What can a seller do to avoid having their account restricted in the future? Will you be sending them the cardholders address? If not, then sellers should realize that accepting funds via EP is as safe as shipping as soon as the customer promises to pay. Even a bad check is safer, because you at least have the check to use in an attempt to collect payment.
If a customer does a charge back claiming no item received, will you ask the seller for proof of shipping or will you just go ahead and charge it back?
Sellers: you are only as safe as the payment service that handles the payment. You have to ask yourself, do you trust EP?
posted on December 5, 2000 06:45:33 PM new
Okay, so here's the question;
What if I don't WANT to keep my EP account, and I don't WANT to give them my CC info again???
I just want my 8.54, dangit. The item has already been mailed out. My bidder tried to cancel the payment but was not able to. It is true that the CC (visa debit card) I used to sign up with is no longer valid, thanks to X.COM closing all accounts (gee, see a pattern here??!?).... and I don't necessarily WANT to give them another CC# right now, considering the kind of crap I'm seeing going on!
I just want my $8.54!!! Is there any way to just scrap the whole thing and get them to send me a check? Anyone know???
Edited to add:
I'm with the others who are appalled that Auction Watch has nothing to say about this. I was all geared up and excited about the upcoming Free Listing Day, since I already had the EP logo in my auctions and since I already use AuctionManager Pro for ALL my auction activity.
Well no thanks!!! I'll pay for my own auctions, thankyouverymuch, just to avoid having to deal with Exchange Path again. I cannot trust them, they've proven that, so they will not handle my money for me.
First PayPal, now EP. Two down for me. Wonder what next!? Why don't these people GET IT!? Why do they expect us to just behave nonchalantly about OUR money, like THEY do!? I'm just disgusted all around. And still out my stinkin' $8.54.
Sheri
[email protected]
[ edited by BlackCoffeeBlues on Dec 5, 2000 06:49 PM ]
posted on December 6, 2000 05:37:26 AM new
exchangepath - the canned message that has been sent to users is NOT informative. All it says is: "You've done somethin' ba-ad ... we'll get back to you when we feel like it."
Now all I want is my money and to close that damned account.
El
"The customer may not always be right, but she is always the customer."
posted on December 6, 2000 10:19:23 AM new
Well, I wrote to customer service (vs. the "[email protected]" useless email address) and I got a reply that they are "reviewing" things and will respond ASAP. Gee, that's promising.
Exchange Path: How many accounts were suspended? I'm betting that's how many accounts will be CLOSED after these people get their money. Mine for sure!!!
Sheri
[email protected]
[ edited by BlackCoffeeBlues on Dec 6, 2000 10:19 AM ]
posted on December 6, 2000 10:55:48 AM new
As many of you know, we are in the process of updating our system and as a result, now require additional information from our members, including credit card number, billing address and phone number. During this upgrade process, those accounts that did not have this information on file were temporarily suspended. Believe me, we regret that we did not properly inform our members about these changes, especially the new members who signed up in conjunction with free listing day.
As you can imagine, our customer service department has received a large volume of messages, and we have dedicated all possible resources to answering your inquiries. If you have called or emailed customer service, we will get back to you as soon as possible. Thank you for your patience and I apologize to those of you who are still waiting for a response.
posted on December 6, 2000 11:42:18 AM newBelieve me, we regret that we did not properly inform our members about these changes, especially the new members who signed up in conjunction with free listing day.
Do you regret it enough to undo the changes?
If not, we could call that a "faint regret" in polite company.
posted on December 7, 2000 10:05:27 AM new
OK - I've sent all the emails and I've called all the numbers. I have yet to speak to a human being who can answer my question, which is, How do I get my money out of this account?
It's been 4 days. When can I expect a CONSTRUCTIVE response from ExchangePath?
El
"The customer may not always be right, but she is always the customer."
posted on December 7, 2000 10:12:18 AM new
eleanorandrew; when you find out, please let me know at [email protected] !!
I was at first thankful that I "only" have $8.54 in my EP account. As the days go by, though, with no resolution, I'm getting more and more p***ed. That is MY $8.54, *I* did nothing wrong, and *I WANT MY MONEY*!
I'm closing my EP account totally when I get my money from them, I will NEVER list them in my auctions, along with PayPal, so I guess I'm down to AChex and MoneyZap and if/when they screw me over we're back to checks and m.o.'s I suppose! <sigh>
posted on December 9, 2000 09:59:41 AM new
Thank you so much for your posts. I have had EXTENSIVE problems with EP for over a week now. I noticed a payment from overseas and called their center to alert them. Well, wouldn't you know they then suspended MY account!!! I honestly have too much to say to post here but if anyone needs any contact information for EP, post on this thread and I will be HAPPY to provide it for you. EP has stolen money from us, charged our accounts and we are filing a lawsuit against them this week in the states of PA and NY. Sellers beware!!! They will take your money and run and offer NO explanation. By the way, be careful if you give them any personal information, because they gave out our PHONE NUMBER (HOME PHONE NUMBER) to someone who called in !!! ABSURD!!!
