Thumper Entertainment

Complaint: [redacted] I am rejecting this response because: I spoke on several occasions to both banksTwo completely different bank and they were also in agreement that neither had rejected the sale and that was definitely not their fault They could not do anything about it until the money had been accepted or rejected by the ticket peopleWhile I do not think the company was trying to do anything dishonest I do thin their response was less than adequateI was without access to my money for over a week and it was very inconvenientOne of the people going with us told me that she had had a similar problem when other friends of hers from outside the USA had tried to purchase their ticketsShe has now bought my tickets from over there without incidentI feel the company refused to take any responsibility for my inconvenience and it seems unlikely to me that both banks would be at fault and being dishonestly saying that they had approved the tickets and that is why my money was in pending if in fact that was not true Sincerely, [redacted] ***

Additional information provided by the customer in the rejection of our response stated that they spoke on several occasions to both banks, but information we requested was never communicated to us In a conversation on January at 4:10pm, the customer states they have talked to [redacted] about the status of the payments, which the bank said they had debited from the account (The transaction showed as pending on the statements) and they had not talked to [redacted] In our response at 4:27pm, we suggest calling the company to alert them to the transaction and to confirm the address listed on file at the bank, our fraud detection system requires these to match The customer then responds at 5:12pm saying they’ve talked to their bank, but never addresses the requests for alert of the purchase or confirmation of the address, only continues to insist that we have their money At 5:31pm, I state, and still want to make very clear, never at any time did we have the customer’s moneyThe transaction was declined immediately by our system (due to our fraud detection system) and the customers own bankI provided documents showing the declines to the client through email conversation and in my original response to complaint [redacted] As for the pending transactions limiting access to the clients money, this was not in any way our doingCredit/debit card transactions are much more complicated than the instantaneous authorizations customer’s generally see, including holds put on funds to ensure the customer still has sufficient funds as processing continuesThis is not unique to us or our processing systemAgain, none of the transactions initiated by the customer made it through the authorization phase of the the transaction, so no money of the customer’s ever made it anywhere near our accounts

Additional information provided by the customer in the rejection of our response stated that they spoke on several occasions to both banks, but information we requested was never communicated to us.   In a conversation on January 2 at 4:10pm, the customer states they have talked to [redacted] about the status of the payments, which the bank said they had debited from the account (The transaction showed as pending on the statements) and they had not talked to [redacted].   In our response at 4:27pm, we suggest calling the company to alert them to the transaction and to confirm the address listed on file at the bank, our fraud detection system requires these to match.   The customer then responds at 5:12pm saying they’ve talked to their bank, but never addresses the requests for alert of the purchase or confirmation of the address, only continues to insist that we have their money.   At 5:31pm, I state, and still want to make very clear, never at any time did we have the customer’s money. The transaction was declined immediately by our system (due to our fraud detection system) and the customers own bank. I provided documents showing the declines to the client through email conversation and in my original response to complaint [redacted]. As for the pending transactions limiting access to the clients money, this was not in any way our doing. Credit/debit card transactions are much more complicated than the instantaneous authorizations customer’s generally see, including holds put on funds to ensure the customer still has sufficient funds as processing continues. This is not unique to us or our processing system. Again, none of the transactions initiated by the customer made it through the authorization phase of the the transaction, so no money of the customer’s ever made it anywhere near our accounts.

Dispute Resolution Department, Revdex.com:   This letter is regarding complaint [redacted].   I first heard from the customer on Jan 2, a few days after her first attempts at making a ticket purchase. Our reports show activity from her on 2 separate card numbers, Dec 27 - 29,...

while our offices were closed for the weekend and Holidays, then again on Jan 5.   To assist the customer, I reviewed the customers bank statements. The purchases very clearly showed as pending in her accounts. The large amount held by her bank was due to multiple declined attempts. The customer still insisted that we return her money to her, even after several attempts to explain that her bank still had her money and it should be accessible to her within the next few days. Her bank and card company should be able to assist her with her funds.   Then I checked all our avenues to make sure the purchase had been declined on every level, all confirmed the declined purchase. Ticketing company, all purchases show as declined.Payment Gateway, all purchases show as declined (please see print out).Merchant Processor, no record of customer, purchases did not make it to this step in the process.Our bank statements, no funds collected from either of the customers card numbers.   I looked up each transaction in our payment gateway and detailed the reason for the decline to the customer: Card ending: [redacted], all 15 transactions - “Card declined by issuer - Contact card issuer to determine reason.” I explained that in my experience with other customers, this was usually because the card issuer thought it was a fraudulent purchase. I recommended that she contact the company to let them know she was going to make the purchase and then try again.Card ending in [redacted], all 4 transactions- “Declined due to an address or ZIP code mismatch with the address on file with the card issuing bank based on the settings in the Merchant Interface.” I suggested the customer confirm that the billing address being entered into our system matched the billing address on file with the bank. The customer did not confirm.   The customer then asked me to push the transactions through. It’s not in my power (or best interest) to push any transactions through our system, especially if the card issuer is declining the purchase. I asked the customer to please wait for all pending transactions to clear and then contact her card company to alert them to the purchase and get back with me. The customer insisted it was our fault and that she wasn’t going to attend the event anymore. I discontinued contact with her at this time.   Please see attached email documentation.   Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I spoke on several occasions to both banks. Two completely different bank and they were also in agreement that neither had rejected the sale and that was definitely not their fault.  They could not do anything about it until the money had been accepted or rejected by the ticket people. While I do not think the company was trying to do anything dishonest I do thin their response was less than adequate. I was without access to my money for over a week and it was very inconvenient. One of the people going with us told me that she had had a similar problem when other friends of hers from outside the USA had tried to purchase their tickets. She has now bought my tickets from over there without incident. I feel the company refused to take any responsibility for my inconvenience and it seems unlikely to me that both banks would be at fault and being dishonestly saying that they had approved the tickets and that is why my money was in pending if in fact that was not true. 
Sincerely,
[redacted]