Hi,
I’ve had a client who has paid me for services many times with no objection from 2CO.
***After*** his latest payment, 2CO cleared the payment, but then, just before 2CO payday, changed their mind and decided that this client had to be called up and asked before they could release the money to me.
They tried and failed, so contacted me asking for another way to call this client. (They had the clients email address, but refused to use it). I asked my client for another number and he provided it.
Since then I have heard nothing from 2CO about the status of the funds. My client has not been contacted, and I have received no further contact from 2CO other then getting bumped around departments and getting asked to confirm my identity.
I have two questions:
1.) What triggered this need to “voice-verify” this customer. I need to know this so that I make sure it never happens again. Thankfully this person is a friend, so is cool with it, but I wouldn’t want anyone else I sold a product or service to to get annoyed by 2CO (potentially at an odd hour due to time differences).
2.) Since 2CO refuses to contact my customer by email to discuss how to get in touch by phone, and since 2CO refuses to give me a number that **MY CLIENT** can call in order to tell you to pay me, and since 2CO takes days just to respond to a question on their support desk, the best course of action is probably to refund the money so that he can pay me via moneybookers or western union. What does refunding the money cost me as a vendor?
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One suggestion my client made was that if the voice verification is triggered because of the amount of money that was paid, then I should refund the money to him and invoice him again, this time splitting the amount into two or three separate payments.
I look forward to a quick response from someone on the 2CO team. I had cashflow problems this last week because you decided to hold onto my money last week, and I need this sorted or I will be royally screwed for another week.
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FYI, My issue has been sorted by 2CO. No mention of how this was done (I’ll get in touch with my client to find out whether he was called) and I’d still like to know what it was about this instance that triggered the voice verification requirement.
The only difference between this and other transactions that is obvious to me is the amount. Is this what triggered it? And if so, at what level is it triggered?
Thanks
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gollumx-
I will have a member of our Verifications Team answer your questions shortly to provide you with a complete answer to your questions.
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It seems like your account had gone negative back in September and for that reason your account was placed back in verifications. We have verified your account and payment will release every Thursday once it has reached the release level you had set in your account. Your account is subject to re verifications if we receive excessive fraud, customer complaints, bank assisted disputes and if your sales drastically increase.
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Thanks blanca, I appreciate the explanation. I don’t think it’s fair that I was punished because *you* overpaid me $1000, but anyway, **** happens.
For what it’s worth, I do apologise for getting rude on the support desk. I was extremely frustrated.
2CO has been good to me for 2yrs now. Thank you.