Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11237853, and find that this resolution is satisfactory to me
Regards,
*** ***
The below email correspondence took pl**e between myself, C[redacted], and the customer. I have not heard from the customer since, but have confirmed on my end that we did in f**t already issue the full credit to her. Please let me know if you have any questions. Thank you! Hi [redacted],I am...
sorry to hear that was never confirmed with you. Our office ended up sending the full credit through, and Z** and B[redacted] both covered a portion of that out of their pocket as part of their responsibility. I did just double check our billing system and I see the credit was submitted on our end on 2/29/16, but if for any reason you do not see it on your side please let me know and I’d be happy to look further into it and make sure you get the funds you are owed.I hope you have a great rest of your day.Sincerely,C[redacted]Director of Operations phone | ###-###-#### fax | ###-###-#### web | www.axiapayments.comtwitter | @axiaholdings Hi C[redacted], I was not aware of the refund as I never heard b**k from them and they had previously stated that there was nothing they could do. Thank you for your quick response. I will have a look at our business bank **count to confirm.L[redacted]LBUBC Manager5[redacted] On Thursday, March 17, 2016, C[redacted] <[redacted]@axia360.com> wrote:Hi Elizabeth,I received your notice from the Revdex.com, and I wanted to re**h out to you to apologize on behalf of Axia and make sure that your issue has been fully resolved. I have addressed this with Z** Ernst as well as his manager B[redacted] and gathered more information on the situation. Based on the chain of emails, I can certainly understand your frustrations with the l**k of communication from the management side. Maintaining positive relationships with e**h of our clients is something that Axia prides itself in, and I am very sorry to hear that your experience with closing your **count did not reflect this. I’m not sure if there was a delay on the Revdex.com side with notifying us of this complaint, but we received the notice on 3/16/15 and I see a credit has already been issued to your **count for the total of $67.24 as of 2/29/16. I believe Z** was in touch with you around that time notifying you of the fees he agreed to cover as well, but please let me know if that is not the case and I will absolutely address that with him as well. Again, I sincerely apologize for the negative experience you had with Axia and if there is anything I can do to resolve this any further, please do not hesitate to cont**t me. We greatly appreciate your business and your loyalty to us over the past several years. I wish you the very best and hope that we will have the opportunity to work together again in the future. Sincerely,C[redacted]Director of Operations phone | ###-###-#### fax | ###-###-#### web | www.axiapayments.comtwitter | @axiaholdings
There are a few issues with the customer's statement
of the
problemThe first error is the date which this "problem occurred" of
9/1/15. Get Drizzled did not start processing until 9/13/so it could not have started at that time and she could
not have contacted us about this on 9/1/as she claimed. There were no
breaches of contract as she and allegedly her attorney claimed. Axia
placed the online account on 100% reserve due to their website not meeting the
URL guidelines required by Visa and the other card brand associations.
These requirements are clearly listed on the merchant agreement. Also the
terms and conditions of the agreement state that the merchant will maintain
compliance with all Card Brand Association requirements. The contract is
very clear that Axia can establish a reserve account for various reasons,
including non-compliance. Get Drizzled's sales representative, who is
actually listed on their contact page as the gift basket coordinator so we can
assume that they have regular contact, was notified of this and instructed to
work with the merchant to get their website updated to meet compliance
standards. We typically allow the online account to be set up with a
reserve before compliance is achieved so that the merchant can push their
updated website live for us to review without fear that a customer will attempt
a transaction and get declined before we have reviewed and turned the gateway
account on yet
Get Drizzled did set up two accounts, one for face to face
retail transactions and one for web transactions and were provided two gateway
account credentialsThey purchased a swiper for their phone to accept the
retail transactions. Axia was only seeing activity on the web account,
which was on funding hold. As it turns out the merchant mistakenly used
the credentials for the web account to set up the app in their phone so it
appeared that there were no retail transactions but only web activity
She left a voicemail with client services on Thursday Dec 10th
but when our support representative called back there was no answer and the
voicemail was full so they could not leave a message. On Monday the 14th
we received an email from the merchant, that she claims was sent hours prior
but it would have been on a non business day, as well as the Revdex.com complaint
notice. We replied to her email to start dialogue and after hearing that
she was running swiped transactions and not using the web store to process
transactions we were able to research the details in the transaction logs and
release her funds
Axia support will always return a missed call. If we
were given information on which phone numbers the calls came from I would be
happy to check the our phone system logs and messages to validate these missed
calls Having a full voicemail can make it difficult to verify if someone
called you back or not. Its not really a part of the issue but blaming
Axia for her webmaster resigning seems to be a large exaggeration.
Calling this situation financial elder abuse and embezzlement is
ridiculous. Particularly in this case because since the funds are held in
a non-interest bearing account at our sponsor bank, which is not in Axia's
name. This was a simple programming mistake on the merchant's side.
It was quickly resolved once they communicated the error.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11237853, and find that this resolution is satisfactory to me
Regards,
*** ***
The below email correspondence took pl**e between myself, C[redacted], and the customer. I have not heard from the customer since, but have confirmed on my end that we did in f**t already issue the full credit to her. Please let me know if you have any questions. Thank you! Hi [redacted],I am...
sorry to hear that was never confirmed with you. Our office ended up sending the full credit through, and Z** and B[redacted] both covered a portion of that out of their pocket as part of their responsibility. I did just double check our billing system and I see the credit was submitted on our end on 2/29/16, but if for any reason you do not see it on your side please let me know and I’d be happy to look further into it and make sure you get the funds you are owed.I hope you have a great rest of your day.Sincerely,C[redacted]Director of Operations phone | ###-###-#### fax | ###-###-#### web | www.axiapayments.comtwitter | @axiaholdings Hi C[redacted], I was not aware of the refund as I never heard b**k from them and they had previously stated that there was nothing they could do. Thank you for your quick response. I will have a look at our business bank **count to confirm.L[redacted]LBUBC Manager5[redacted] On Thursday, March 17, 2016, C[redacted] <[redacted]@axia360.com> wrote:Hi Elizabeth,I received your notice from the Revdex.com, and I wanted to re**h out to you to apologize on behalf of Axia and make sure that your issue has been fully resolved. I have addressed this with Z** Ernst as well as his manager B[redacted] and gathered more information on the situation. Based on the chain of emails, I can certainly understand your frustrations with the l**k of communication from the management side. Maintaining positive relationships with e**h of our clients is something that Axia prides itself in, and I am very sorry to hear that your experience with closing your **count did not reflect this. I’m not sure if there was a delay on the Revdex.com side with notifying us of this complaint, but we received the notice on 3/16/15 and I see a credit has already been issued to your **count for the total of $67.24 as of 2/29/16. I believe Z** was in touch with you around that time notifying you of the fees he agreed to cover as well, but please let me know if that is not the case and I will absolutely address that with him as well. Again, I sincerely apologize for the negative experience you had with Axia and if there is anything I can do to resolve this any further, please do not hesitate to cont**t me. We greatly appreciate your business and your loyalty to us over the past several years. I wish you the very best and hope that we will have the opportunity to work together again in the future. Sincerely,C[redacted]Director of Operations phone | ###-###-#### fax | ###-###-#### web | www.axiapayments.comtwitter | @axiaholdings
There are a few issues with the customer's statement
of the
problemThe first error is the date which this "problem occurred" of
9/1/15. Get Drizzled did not start processing until 9/13/so it could not have started at that time and she could
not have contacted us about this on 9/1/as she claimed. There were no
breaches of contract as she and allegedly her attorney claimed. Axia
placed the online account on 100% reserve due to their website not meeting the
URL guidelines required by Visa and the other card brand associations.
These requirements are clearly listed on the merchant agreement. Also the
terms and conditions of the agreement state that the merchant will maintain
compliance with all Card Brand Association requirements. The contract is
very clear that Axia can establish a reserve account for various reasons,
including non-compliance. Get Drizzled's sales representative, who is
actually listed on their contact page as the gift basket coordinator so we can
assume that they have regular contact, was notified of this and instructed to
work with the merchant to get their website updated to meet compliance
standards. We typically allow the online account to be set up with a
reserve before compliance is achieved so that the merchant can push their
updated website live for us to review without fear that a customer will attempt
a transaction and get declined before we have reviewed and turned the gateway
account on yet
Get Drizzled did set up two accounts, one for face to face
retail transactions and one for web transactions and were provided two gateway
account credentialsThey purchased a swiper for their phone to accept the
retail transactions. Axia was only seeing activity on the web account,
which was on funding hold. As it turns out the merchant mistakenly used
the credentials for the web account to set up the app in their phone so it
appeared that there were no retail transactions but only web activity
She left a voicemail with client services on Thursday Dec 10th
but when our support representative called back there was no answer and the
voicemail was full so they could not leave a message. On Monday the 14th
we received an email from the merchant, that she claims was sent hours prior
but it would have been on a non business day, as well as the Revdex.com complaint
notice. We replied to her email to start dialogue and after hearing that
she was running swiped transactions and not using the web store to process
transactions we were able to research the details in the transaction logs and
release her funds
Axia support will always return a missed call. If we
were given information on which phone numbers the calls came from I would be
happy to check the our phone system logs and messages to validate these missed
calls Having a full voicemail can make it difficult to verify if someone
called you back or not. Its not really a part of the issue but blaming
Axia for her webmaster resigning seems to be a large exaggeration.
Calling this situation financial elder abuse and embezzlement is
ridiculous. Particularly in this case because since the funds are held in
a non-interest bearing account at our sponsor bank, which is not in Axia's
name. This was a simple programming mistake on the merchant's side.
It was quickly resolved once they communicated the error.