Complaint: [redacted] First of all I would like to thank Mr [redacted] and his colleagues for the prompt responses on this matter.I'd like to clarify two things, for both of which I'll be happy to provide records upon request: 1)The charge back had been reversed by [redacted] Bank on 3/17/17, and I believe the merchant had been notified about this action by the bank;2)The statement about being unable to get a response from me is untrueI replied to Mr [redacted] 's email within one hour providing all key informations in this purchase, in addition to my appreciation for his prompt response.At this point, as a customer who rarely gets into such disputes with merchants, I would like to cancel the order and reverse the payment, with the merchant's consentI'd like to ask the merchant to provide me with a return address to ship back the physical cards so they can dispose them; with respect to the refunding, I will either reactivate the charge back with my bank or let the merchant provide a refund after they confirm the whereabout of the fundsThanks all Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Danielle T [redacted]
To Whom It May Concern, Since SVM deals with cash equivalent product we take certain security measures to help prevent fraud Unfortunately, we encounter credit card fraud on a daily basis where individuals steal credit card(s) and attempt to purchase gift cards online For orders that contain certain red flags, such as shipping to an alternate address or higher value cards, etc., we request additional documentation to ensure that the individual placing the order is indeed the cardholder As Ms [redacted] order contained some of the aforementioned red flags, SVM attempted to reach out to the customer via email; however; we received an “undeliverable” email message, which is often another indicator of fraud (we have since learned the email address was entered incorrectly by the agent who took her order) Since the email bounced back as undeliverable, we called the phone number associated with the order to request the required documentation We requested a copy of the front and back of the credit card with all but the last four digits blacked out, as well as a copy of a driver’s license or a bank statement as proof of billing address (for security purposes, we ask the customer to black out (all but the last four digits of) the card number, the driver’s license number and any sensitive information on the bank statement) Since the customer did not send the requested information, SVM issued a credit on 03/08/for the full amount of $ We can provide a copy of the credit transaction if Ms [redacted] would like We sincerely appreciate Ms [redacted] feedback and regret she had a negative experience We are reviewing the situation in detail with our team members to better understand how we may learn from this experience Although we will continue to ask for proof of identity when potential fraud markers are present, we will review how we ask for the information in the future so our customers perceive it as a security measure rather than a risky request Sincerely, [redacted]
To Whom it May Concern:Though SVM is an authorized reseller of the [redacted] gift card, SVM has no authority over ***'s acceptance of, use of, or terms and conditions related to, its gift cards Nevertheless, we wanted to assist with Ms [redacted] with obtaining replacements as she was having a difficult time reaching a resolution with SVM or *** Since our conversation, SVM has worked with [redacted] to overnight Ms [redacted] new gift cards so she has them for her upcoming stay during the holidaysWe hope Ms [redacted] finds this resolution satisfactory and will consider SVM again in the futureWarm regards, [redacted] ***SVM, LP
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Thank you so much for the replaced gift cards Sincerely, [redacted] ***
Upon receiving the Revdex.com complaint, I was able to connect with Christine [redacted] via emailI explained the confusion regarding a cash advance fee she had incurred due to a PayPal processing issue and the subsequent chargeback she initiated against SVM to recoup those fundsShe has since been credited by PayPal for the cash advance fees and we will be sending her new replacement gift cards in the amount of $We sincerely apologize for the confusion with this particular case, and are pleased that we were able to work out a resolution with Christine
Upon receiving the Revdex.com complaint, we called MrZ [redacted] to apologize for the miscommunication regarding his issue and explained the crossed wires between the fraud issues [redacted] was having and the inability for MrZ [redacted] to use the cards at the [redacted] locations near his homeWhile MrZ [redacted] was unable to use his cards, it was purely coincidental that his cards were also part of the ongoing fraud with [redacted] causing the delays and miscommunication between SVM, [redacted] and MrZ***We have reached out to MrZ [redacted] and presented him with options for resolutionMrZ [redacted] is mailing back the [redacted] cards, which he confirmed were sent on March 7thUpon arrival of the cards, we are sending MrZ [redacted] (3) $ [redacted] cards to serve as replacementsWe sincerely apologize for the miscommunication and lack of follow up with this particular case, and are pleased that we were able to work out a resolution with MrZ***
We have received and reviewed the complaint submitted by the customerWe apologize for the experience she’s had to this pointThe number she called on the back of the card does not go directly to SVM, but to a vendor that we source the [redacted] throughWe will follow up with that vendor directly as to why they have been unwilling to help the customer with this issue.We have tried contacting the customer directly, but have been unsuccessful to this pointWe encourage the customer to reach out to us directly via our SVM customer service number so that we may better assist in getting her card replacedWe will be attempting to reach her today as wellWe can certainly help the customer with getting the card replaced once we’ve established contactWe hope to hear from the customer soon as we are eager to bring about a resolution to this issue
We have been in communication with this customer throughout the process trying to provide resolutionWhile SVM had no control over the outside factors causing the issue with the gift cards, we want to make things right for our customersWe have asked the customer to please mail the original cards purchased back to our facilityOnce we have received the cards, we can provide resolution as stated in our message to the customer via ***The customer has already acknowledged, through ***, that they will be mailing the cards backWe look forward to bringing this matter to a close
To Whom It May Concern, I am grateful Ms*** has brought this to our attention. *** is a new agent who recently completely training. I see the training was lacking as it is absolutely our policy to replace damaged cards free of charge. I have already instructed the
Customer Service Manager and Trainer to work with *** to be sure he understands our policies completely before he services any other customers on his own.I will reach out to Ms*** to be sure we get her card replaced, without fees, as soon as possible. I regret she had this experience with our company and our team member. Sincerely, *** *** ***VP, Operations
Complaint: ***
First of all I would like to thank Mr*** and his colleagues for the prompt responses on this matter.I'd like to clarify two things, for both of which I'll be happy to provide records upon request: 1)The charge back had been reversed by *** Bank on 3/17/17, and I believe the merchant had been notified about this action by the bank;2)The statement about being unable to get a response from me is untrueI replied to Mr***'s email within one hour providing all key informations in this purchase, in addition to my appreciation for his prompt response.At this point, as a customer who rarely gets into such disputes with merchants, I would like to cancel the order and reverse the payment, with the merchant's consentI'd like to ask the merchant to provide me with a return address to ship back the physical cards so they can dispose them; with respect to the refunding, I will either reactivate the charge back with my bank or let the merchant provide a refund after they confirm the whereabout of the fundsThanks all
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
To Whom it May Concern:Though SVM is an authorized reseller of the *** gift card, SVM has no authority over ***'s acceptance of, use of, or terms and conditions related to, its gift cards. Nevertheless, we wanted to assist with Ms*** with obtaining replacements as she was having a
difficult time reaching a resolution with SVM or ***. Since our conversation, SVM has worked with *** to overnight Ms*** new gift cards so she has them for her upcoming stay during the holidays. We hope Ms*** finds this resolution satisfactory and will consider SVM again in the future. Warm regards, *** *** ***SVM, LP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Danielle T***
Dear Zhongming ***, We have reviewed your complaint and have since been in communication with you regarding your gift cards for The *** ***. We can appreciate your frustration when you learned the value of your cards had been depleted. Your cards having $balance is not
a result of any action SVM has taken, but rather an issue that *** *** *** has experienced with a limited amount of their gift cardsSVM facilitates the sale in this scenario, and we have strict security measures in place to protect the gift cards we handle; however, SVM has no authority over *** *** *** gift card numbers including how they are created or sequenced. We have worked with our contacts at *** *** *** on a resolution for you. The *** *** has agreed to replace the gift card value you did not use. SVM will facilitate these replacements Tuesday, January 3, 2017. We value our customers and will work to ensure that you receive your replacement cards as soon as possible. Warm regards, Julie von ***SVM, LP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12017502, and find that this resolution is satisfactory to me
Sincerely,
H*** Z***
Mr*** Thank you for your responseI apologize if I missed your response to my original outreachI would be happy to cancel this order, however, *** will not allow it as their records show the chargeback is still in disputeI have reached out to our contact at *** to get more information as to why the chargeback is still in disputeI included the fact that you state *** has reversed the chargeback as of 3/17/As soon as I hear back from *** regarding the status of the chargeback I will inform you Thanks,
To Whom It May Concern, As an authorized reseller of *** Friday’s gift cards in the consumer, business and e-commerce markets, SVM ran several promotions on *** in including one for *** Friday’s gift cards. Earlier this year, we were advised of possible fraudulent use of an unknown
number of these gift cards. We were asked by *** Friday’s to direct anyone with a claim to their customer service teamFrom this claim with the Revdex.com, we learned *** *** did not find resolution. We reached to her today and offered to replace her gift card in good faith. While SVM is not responsible for fraudulent use of gift cards while in a cardholder’s possession, we want to make Ms*** whole by replacing her gift card as she had such a difficult time finding resolution from *** Friday’s or SVMWe hope Ms*** finds this resolution to her liking and encourage her to reach out to SVM again should she need any other gift cardsBest regards, *** *** *** VP, Operations
Upon receiving the Revdex.com complaint, I was able to connect with Christine [redacted] via email. I explained the confusion regarding a cash advance fee she had incurred due to a PayPal processing issue and the subsequent chargeback she initiated against SVM to recoup those funds. She has since been credited...
by PayPal for the cash advance fees and we will be sending her new replacement gift cards in the amount of $191.36. We sincerely apologize for the confusion with this particular case, and are pleased that we were able to work out a resolution with Christine.
Complaint: [redacted] First of all I would like to thank Mr [redacted] and his colleagues for the prompt responses on this matter.I'd like to clarify two things, for both of which I'll be happy to provide records upon request: 1)The charge back had been reversed by [redacted] Bank on 3/17/17, and I believe the merchant had been notified about this action by the bank;2)The statement about being unable to get a response from me is untrueI replied to Mr [redacted] 's email within one hour providing all key informations in this purchase, in addition to my appreciation for his prompt response.At this point, as a customer who rarely gets into such disputes with merchants, I would like to cancel the order and reverse the payment, with the merchant's consentI'd like to ask the merchant to provide me with a return address to ship back the physical cards so they can dispose them; with respect to the refunding, I will either reactivate the charge back with my bank or let the merchant provide a refund after they confirm the whereabout of the fundsThanks all Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Danielle T [redacted]
To Whom It May Concern, Since SVM deals with cash equivalent product we take certain security measures to help prevent fraud Unfortunately, we encounter credit card fraud on a daily basis where individuals steal credit card(s) and attempt to purchase gift cards online For orders that contain certain red flags, such as shipping to an alternate address or higher value cards, etc., we request additional documentation to ensure that the individual placing the order is indeed the cardholder As Ms [redacted] order contained some of the aforementioned red flags, SVM attempted to reach out to the customer via email; however; we received an “undeliverable” email message, which is often another indicator of fraud (we have since learned the email address was entered incorrectly by the agent who took her order) Since the email bounced back as undeliverable, we called the phone number associated with the order to request the required documentation We requested a copy of the front and back of the credit card with all but the last four digits blacked out, as well as a copy of a driver’s license or a bank statement as proof of billing address (for security purposes, we ask the customer to black out (all but the last four digits of) the card number, the driver’s license number and any sensitive information on the bank statement) Since the customer did not send the requested information, SVM issued a credit on 03/08/for the full amount of $ We can provide a copy of the credit transaction if Ms [redacted] would like We sincerely appreciate Ms [redacted] feedback and regret she had a negative experience We are reviewing the situation in detail with our team members to better understand how we may learn from this experience Although we will continue to ask for proof of identity when potential fraud markers are present, we will review how we ask for the information in the future so our customers perceive it as a security measure rather than a risky request Sincerely, [redacted]
To Whom it May Concern:Though SVM is an authorized reseller of the [redacted] gift card, SVM has no authority over ***'s acceptance of, use of, or terms and conditions related to, its gift cards Nevertheless, we wanted to assist with Ms [redacted] with obtaining replacements as she was having a difficult time reaching a resolution with SVM or *** Since our conversation, SVM has worked with [redacted] to overnight Ms [redacted] new gift cards so she has them for her upcoming stay during the holidaysWe hope Ms [redacted] finds this resolution satisfactory and will consider SVM again in the futureWarm regards, [redacted] ***SVM, LP
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Thank you so much for the replaced gift cards Sincerely, [redacted] ***
Upon receiving the Revdex.com complaint, I was able to connect with Christine [redacted] via emailI explained the confusion regarding a cash advance fee she had incurred due to a PayPal processing issue and the subsequent chargeback she initiated against SVM to recoup those fundsShe has since been credited by PayPal for the cash advance fees and we will be sending her new replacement gift cards in the amount of $We sincerely apologize for the confusion with this particular case, and are pleased that we were able to work out a resolution with Christine
Upon receiving the Revdex.com complaint, we called MrZ [redacted] to apologize for the miscommunication regarding his issue and explained the crossed wires between the fraud issues [redacted] was having and the inability for MrZ [redacted] to use the cards at the [redacted] locations near his homeWhile MrZ [redacted] was unable to use his cards, it was purely coincidental that his cards were also part of the ongoing fraud with [redacted] causing the delays and miscommunication between SVM, [redacted] and MrZ***We have reached out to MrZ [redacted] and presented him with options for resolutionMrZ [redacted] is mailing back the [redacted] cards, which he confirmed were sent on March 7thUpon arrival of the cards, we are sending MrZ [redacted] (3) $ [redacted] cards to serve as replacementsWe sincerely apologize for the miscommunication and lack of follow up with this particular case, and are pleased that we were able to work out a resolution with MrZ***
We have received and reviewed the complaint submitted by the customerWe apologize for the experience she’s had to this pointThe number she called on the back of the card does not go directly to SVM, but to a vendor that we source the [redacted] throughWe will follow up with that vendor directly as to why they have been unwilling to help the customer with this issue.We have tried contacting the customer directly, but have been unsuccessful to this pointWe encourage the customer to reach out to us directly via our SVM customer service number so that we may better assist in getting her card replacedWe will be attempting to reach her today as wellWe can certainly help the customer with getting the card replaced once we’ve established contactWe hope to hear from the customer soon as we are eager to bring about a resolution to this issue
We have been in communication with this customer throughout the process trying to provide resolutionWhile SVM had no control over the outside factors causing the issue with the gift cards, we want to make things right for our customersWe have asked the customer to please mail the original cards purchased back to our facilityOnce we have received the cards, we can provide resolution as stated in our message to the customer via ***The customer has already acknowledged, through ***, that they will be mailing the cards backWe look forward to bringing this matter to a close
To Whom It May Concern, I am grateful Ms*** has brought this to our attention. *** is a new agent who recently completely training. I see the training was lacking as it is absolutely our policy to replace damaged cards free of charge. I have already instructed the
Customer Service Manager and Trainer to work with *** to be sure he understands our policies completely before he services any other customers on his own.I will reach out to Ms*** to be sure we get her card replaced, without fees, as soon as possible. I regret she had this experience with our company and our team member. Sincerely, *** *** ***VP, Operations
Complaint: ***
First of all I would like to thank Mr*** and his colleagues for the prompt responses on this matter.I'd like to clarify two things, for both of which I'll be happy to provide records upon request: 1)The charge back had been reversed by *** Bank on 3/17/17, and I believe the merchant had been notified about this action by the bank;2)The statement about being unable to get a response from me is untrueI replied to Mr***'s email within one hour providing all key informations in this purchase, in addition to my appreciation for his prompt response.At this point, as a customer who rarely gets into such disputes with merchants, I would like to cancel the order and reverse the payment, with the merchant's consentI'd like to ask the merchant to provide me with a return address to ship back the physical cards so they can dispose them; with respect to the refunding, I will either reactivate the charge back with my bank or let the merchant provide a refund after they confirm the whereabout of the fundsThanks all
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
To Whom it May Concern:Though SVM is an authorized reseller of the *** gift card, SVM has no authority over ***'s acceptance of, use of, or terms and conditions related to, its gift cards. Nevertheless, we wanted to assist with Ms*** with obtaining replacements as she was having a
difficult time reaching a resolution with SVM or ***. Since our conversation, SVM has worked with *** to overnight Ms*** new gift cards so she has them for her upcoming stay during the holidays. We hope Ms*** finds this resolution satisfactory and will consider SVM again in the future. Warm regards, *** *** ***SVM, LP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Danielle T***
Dear Zhongming ***, We have reviewed your complaint and have since been in communication with you regarding your gift cards for The *** ***. We can appreciate your frustration when you learned the value of your cards had been depleted. Your cards having $balance is not
a result of any action SVM has taken, but rather an issue that *** *** *** has experienced with a limited amount of their gift cardsSVM facilitates the sale in this scenario, and we have strict security measures in place to protect the gift cards we handle; however, SVM has no authority over *** *** *** gift card numbers including how they are created or sequenced. We have worked with our contacts at *** *** *** on a resolution for you. The *** *** has agreed to replace the gift card value you did not use. SVM will facilitate these replacements Tuesday, January 3, 2017. We value our customers and will work to ensure that you receive your replacement cards as soon as possible. Warm regards, Julie von ***SVM, LP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12017502, and find that this resolution is satisfactory to me
Sincerely,
H*** Z***
Mr*** Thank you for your responseI apologize if I missed your response to my original outreachI would be happy to cancel this order, however, *** will not allow it as their records show the chargeback is still in disputeI have reached out to our contact at *** to get more information as to why the chargeback is still in disputeI included the fact that you state *** has reversed the chargeback as of 3/17/As soon as I hear back from *** regarding the status of the chargeback I will inform you Thanks,
To Whom It May Concern, As an authorized reseller of *** Friday’s gift cards in the consumer, business and e-commerce markets, SVM ran several promotions on *** in including one for *** Friday’s gift cards. Earlier this year, we were advised of possible fraudulent use of an unknown
number of these gift cards. We were asked by *** Friday’s to direct anyone with a claim to their customer service teamFrom this claim with the Revdex.com, we learned *** *** did not find resolution. We reached to her today and offered to replace her gift card in good faith. While SVM is not responsible for fraudulent use of gift cards while in a cardholder’s possession, we want to make Ms*** whole by replacing her gift card as she had such a difficult time finding resolution from *** Friday’s or SVMWe hope Ms*** finds this resolution to her liking and encourage her to reach out to SVM again should she need any other gift cardsBest regards, *** *** *** VP, Operations
Upon receiving the Revdex.com complaint, I was able to connect with Christine [redacted] via email. I explained the confusion regarding a cash advance fee she had incurred due to a PayPal processing issue and the subsequent chargeback she initiated against SVM to recoup those funds. She has since been credited...
by PayPal for the cash advance fees and we will be sending her new replacement gift cards in the amount of $191.36. We sincerely apologize for the confusion with this particular case, and are pleased that we were able to work out a resolution with Christine.