Upon receiving the Revdex.com complaint, we called Mr. Z[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 Mr. Z[redacted] to use the cards at the [redacted] locations near his home. While Mr. Z[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 Mr. Z[redacted]. We have reached out to Mr. Z[redacted] and presented him with options for resolution. Mr. Z[redacted] is mailing back the [redacted] cards, which he confirmed were sent on March 7th. Upon arrival of the cards, we are sending Mr. Z[redacted] (3) $100 [redacted] cards to serve as replacements. We 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 Mr. Z[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.
Thank you so much for the replaced gift cards
Sincerely,
[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 03/08/16 for the full amount of $112.90. 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]
We have received and reviewed the complaint submitted by the customer. We apologize for the experience she’s had to this point. The number she called on the back of the card does not go directly to SVM, but to a vendor that we source the [redacted] through. We 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 point. We 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 replaced. We will be attempting to reach her today as well. We can certainly help the customer with getting the card replaced once we’ve established contact. We hope to hear from the customer soon as we are eager to bring about a resolution to this issue.
To Whom It May Concern: I reached out to Ms. [redacted] after reading her complaint. While SVM did sell her the gift card, we do not have control over whether or not [redacted] will block and replace a lost card. Regardless, because Ms. [redacted] had such a poor experience with our team, we have...
shipped a replacement as a good will gesture. Also, as a result of Ms. [redacted] experience, I am researching with whom she spoke so we can better train our agents to assist in situations such as this. Whether or not we are able to devalue and replace a card per a brand’s policy, our customer should be heard and responded to with understanding and respect. Providing quality customer service is important to SVM. We appreciate Ms. [redacted] feedback and welcome her to give us another chance next time she is in need of gift cards. We believe she will be pleased with the level of service she receives.Sincerely, [redacted]VP, Operations
After reviewing the circumstances surrounding this case, allow me to address the two specific points made by Mr. [redacted] in his statement. I certainly understand the confusion and frustration caused by [redacted]’s cash advance error. In regards to the cash advance fees he incurred, this purchase was...
made on 2/13/17 via eBay and paid for through [redacted] The cash advance classification was strictly an error on the part of [redacted], and in no way had anything to do with SVM. SVM was unaware of these issues at the time they occurred and only learned about the cash advance charges after being contacted by several customers. [redacted] has since identified, and corrected, the problem within their own system and has since credited the accounts of all affected users. We received confirmation from [redacted] that Mr. [redacted] was credited for these charges and fees and should he need further resolution specific to the cash advance issue we can provide him a direct 800 number for [redacted]’s customer service handling these cases. The gift cards Mr. [redacted] received arrived with, and still have, their full $100 balance. On 3/1/17 Mr. [redacted] opened an unauthorized payment chargeback with his credit card disputing the full amount of the purchase made, likely due to the cash advance fees incurred. At this point SVM put a freeze on the cards, preventing their use, until the chargeback is resolved. We are unable to issue a refund as Mr. [redacted] is requesting due to the chargeback still being disputed between Mr. [redacted] bank and [redacted] Once the chargeback has either been canceled or resolved through dispute, we can move forward with any resolution still necessary to this case. The cash advance fees caused by [redacted] have already been credited to Mr. [redacted] I have tried to contact Mr. [redacted] directly to review these facts but have been unsuccessful in my attempts thus far. If Mr. [redacted] wishes to further discuss the circumstances surrounding this case, we would be happy to assist him.
We were able to touch base with the customer today. After initiating a conference call between the customer, the vendor, and SVM we were able to provided the desired resolution for the customer. Her replacement card is being processed and the estimated delivery date is within the next 15 days. The customer will follow up with us if the card has not been received within that timeframe. We are very happy that we have finally had the chance to speak with the customer directly and resolve this issue. We apologize again for the difficulty she originally had getting the card replaced and thank her for allowing us the opportunity to help her resolve this case.
We have been in communication with this customer throughout the process trying to provide resolution. While SVM had no control over the outside factors causing the issue with the gift cards, we want to make things right for our customers. We have asked the customer to please mail the...
original cards purchased back to our facility. Once we have received the cards, we can provide resolution as stated in our message to the customer via [redacted]. The customer has already acknowledged, through [redacted], that they will be mailing the cards back. We look forward to bringing this matter to a close.
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,
[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,
[redacted]
Upon receiving the Revdex.com complaint, we called Mr. Z[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 Mr. Z[redacted] to use the cards at the [redacted] locations near his home. While Mr. Z[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 Mr. Z[redacted]. We have reached out to Mr. Z[redacted] and presented him with options for resolution. Mr. Z[redacted] is mailing back the [redacted] cards, which he confirmed were sent on March 7th. Upon arrival of the cards, we are sending Mr. Z[redacted] (3) $100 [redacted] cards to serve as replacements. We 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 Mr. Z[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.
Thank you so much for the replaced gift cards
Sincerely,
[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 03/08/16 for the full amount of $112.90. 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]
We have received and reviewed the complaint submitted by the customer. We apologize for the experience she’s had to this point. The number she called on the back of the card does not go directly to SVM, but to a vendor that we source the [redacted] through. We 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 point. We 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 replaced. We will be attempting to reach her today as well. We can certainly help the customer with getting the card replaced once we’ve established contact. We hope to hear from the customer soon as we are eager to bring about a resolution to this issue.
To Whom It May Concern: I reached out to Ms. [redacted] after reading her complaint. While SVM did sell her the gift card, we do not have control over whether or not [redacted] will block and replace a lost card. Regardless, because Ms. [redacted] had such a poor experience with our team, we have...
shipped a replacement as a good will gesture. Also, as a result of Ms. [redacted] experience, I am researching with whom she spoke so we can better train our agents to assist in situations such as this. Whether or not we are able to devalue and replace a card per a brand’s policy, our customer should be heard and responded to with understanding and respect. Providing quality customer service is important to SVM. We appreciate Ms. [redacted] feedback and welcome her to give us another chance next time she is in need of gift cards. We believe she will be pleased with the level of service she receives.Sincerely, [redacted]VP, Operations
After reviewing the circumstances surrounding this case, allow me to address the two specific points made by Mr. [redacted] in his statement. I certainly understand the confusion and frustration caused by [redacted]’s cash advance error. In regards to the cash advance fees he incurred, this purchase was...
made on 2/13/17 via eBay and paid for through [redacted] The cash advance classification was strictly an error on the part of [redacted], and in no way had anything to do with SVM. SVM was unaware of these issues at the time they occurred and only learned about the cash advance charges after being contacted by several customers. [redacted] has since identified, and corrected, the problem within their own system and has since credited the accounts of all affected users. We received confirmation from [redacted] that Mr. [redacted] was credited for these charges and fees and should he need further resolution specific to the cash advance issue we can provide him a direct 800 number for [redacted]’s customer service handling these cases. The gift cards Mr. [redacted] received arrived with, and still have, their full $100 balance. On 3/1/17 Mr. [redacted] opened an unauthorized payment chargeback with his credit card disputing the full amount of the purchase made, likely due to the cash advance fees incurred. At this point SVM put a freeze on the cards, preventing their use, until the chargeback is resolved. We are unable to issue a refund as Mr. [redacted] is requesting due to the chargeback still being disputed between Mr. [redacted] bank and [redacted] Once the chargeback has either been canceled or resolved through dispute, we can move forward with any resolution still necessary to this case. The cash advance fees caused by [redacted] have already been credited to Mr. [redacted] I have tried to contact Mr. [redacted] directly to review these facts but have been unsuccessful in my attempts thus far. If Mr. [redacted] wishes to further discuss the circumstances surrounding this case, we would be happy to assist him.
We were able to touch base with the customer today. After initiating a conference call between the customer, the vendor, and SVM we were able to provided the desired resolution for the customer. Her replacement card is being processed and the estimated delivery date is within the next 15 days. The customer will follow up with us if the card has not been received within that timeframe. We are very happy that we have finally had the chance to speak with the customer directly and resolve this issue. We apologize again for the difficulty she originally had getting the card replaced and thank her for allowing us the opportunity to help her resolve this case.
We have been in communication with this customer throughout the process trying to provide resolution. While SVM had no control over the outside factors causing the issue with the gift cards, we want to make things right for our customers. We have asked the customer to please mail the...
original cards purchased back to our facility. Once we have received the cards, we can provide resolution as stated in our message to the customer via [redacted]. The customer has already acknowledged, through [redacted], that they will be mailing the cards back. We look forward to bringing this matter to a close.
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,
[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,
[redacted]