Epassporte test
 

This didn't start as a test but, I decided to make it one.
I went to logon to an account that I have not used in over a year. So, I forgot the password. I clicked, forgot password and it told me it was sending a new password to an email address that I no longer have access to. So, I called them and sent an email following instructions to the letter. I did this yesterday just before noon and still have heard nothing. I would expect no more than 48 hours.

Let's see if and when I gain access to the account. :)

One more thing...
No need for someone from epassporte to come here and ask me to send them an email.

Pretend I am a brand new webmaster that has a problem. I won't mention the account name nor the email addresses.

I really do want to see how well epassport customer support works.

speaking of epassporte I lost my card and exhausted all possible places I could have lost it....So I call customer service, 35.00 fuckin dollars for a new card, talk about robbery plus I just paid the anual fee in jan.

a bank or CC company dont charge 35.00 fuckin dollars for a new card...

epassporte gouge you on a replacement card..... that's BS

Oh, I will need a new card that I will request once I have a password. By the way, still no answer from epassporte. And, I was mistaken earlier. I sent my request at 2:55 PM EDT yesterday and not just before noon. So, that's what??? 23 hours and 20 min so far, plus or minus?

Since I have not seen the email they send with a new password, I only hope that is the only information send to the address I no longer have access to.

There is no way in hell they will email you the password for your account - especially to an email addy other than the one that's on the account :D

Thought the same thing. Especially when the site said to call. But, as I said, I followed their directions to the letter. Why they couldn't give the directions on the website, I'll never know. It would seem that doing it on the phone would have been the way to go. I told them my account number on the card, the middle 8 numbers on the physical card and answered the security question.

I forgot to mention, I only got these instructions after the person I spoke to told me to email them from the email address I could no longer access :) After I mentioned that was no longer my email, then I was told the instructions.

Here is what I expected...
A fax showing who I was and the answer to my security question.

As time goes by, I am starting to chalk this up to another epassporte customer service rep that doesn't know what the hell he is talking about. But we will see.
It has now been 25 hours and 5 mins since I sent the request.

On another note, I lost my password to ing. When I clicked on lost password, it asked for my account number, my ssn, my security answer and they allowed me to change my password online without email. It was basically the same with paypal.

My best suggestion to epassporte is to take the outragious load fees and put just a little towards customer service. How many customer service problems do they have to hear about before they finally do something?

well I called back to speak with a customer service manager, to ask why the stiff 35.00 to replace a lost card and they said thats just the way the owner of the company wants it.... So then I say - I feel like closing my account... and they say nothing.... another dont care company that would rather loose my future buiness rather than wave the fee, I even asked to split it... And sorry there's nothing we can do shit... they say...

2.00 for a pay, 2.00 for a atm withdraw, and possible terminal feees. then a high ass load fee.... and 35.00 for a lost card,

did I miss anymore HIGH ass fees with them... next they will want 5 cents to log on to your account to check your balance...

and dont no one say You shouldnt have lost your card:D

Thats the first CC card or any other card I lost in my life...bastards

Plateman
I really have never seen another type service like this that gets away with this type of price gouging but, right now, there really are no other alternatives. Where else can you get an offshore account for $35 :)

Basically, the other services have way too low limits and don't have any name behind them. I really had hopes that when Clay took over at epassporte, he would clean house. But now, rumor has it that even Epoch has either stopped or is going to stop using epassporte for processing subscriptions. I have to assume that when Clay left Epoch, the split was not quite as friendly as they wanted everyone to believe.

Anyway, looking at my clock it has been 41 hours and 30 mins since I wrote to customer service...plus or minus and still no reply.

Here is another disturbing part of this story. When you call any cc or even paypal and let them know there is a problem, they shut down the account then and there. The customer service person I spoke to on the phone never even asked my account name. So, since the email address I had used could easily be had by any other person, if they send anymore than just a new password, my account has been compromised.

I mailed them about a pending amount the was removed and the amount never returned. They say it was but I must be blind as I cannot it see it going back on.

Anyway I sent about 3 E-mails over the course of a week or two. I finally told them what I tought of their customer support and what a joke it is. Only then did I get a reply.

I am just going to let this run it's course. There are a lot of things i could do to get this right but, most webmasters can't. Clay took good care of me several years ago when he was running Epoch. When nobody was getting paid from them, he made sure I did. This was way back when Epoch had some serious problems.

But, I just really want to see how their customer service works. And so far, they suck.

By the way, epassportecssucks.com is available :) I wonder if a collection of epassporte cs nightmares would improve anything. Jesus, I have 3 items so far I could add to the colection. I wonder if anyone has ever had a good experience with their customer service.

right. if they did that every rusky scammer could just email them and get access to my account and steal the $20 i have in there |loony|

No argument here. I am just doing exactly what I was told to do. There were some steps I had to take that would insure that I had to have the card in hand and, there is that security question.

But, the security question was only used to send the email. Like I said, customer service never even asked my account name. And, I guess I need to point out, was very rude.

48 hours is coming up really quickly...just another 3 hours and 20 minutes.

Now if Mastercard would get their debit card working the same as ePassporte. Although some of their fees are off base also. At least the card works everywhere that I tried it, and the limits are way higher.

OK
48 Hours has now gone by.
For the epassporte people...
The account name is greenguyandjim and my email is webmaster@greenguysboard.com
(I know, it would have taken an Einstein to figure it out)

More than 48 hours to receive a reply from customer service is unacceptable for any business. Once this is taken care of, I will let everyone know.

mmmmmmmm i never expected i would have shit with epassporte, i found out today that my plastic card has expired date 05/2006 well what the fuck why dont i have an new one? and why does my virtual accound works for the whole month of may and not my plastic card, oke i have not a new card, i emailed them this midday with my problem, i got an answer back quick, this answer:
Dear Cardholder,

For further assistance, please call our Cardholder Services Center at any
of the phone numbers listed below.

I hope this is helpful and please let me know if I can be of further
assistance.

Regards,


ePassporte Cardholder Services
cs@epassporte.com
Toll-Free from US: 1-877-372-7790
International and US: 1-310-301-2001

and no that isnt helpful, fuck that, i explain my problem ...........and oh i am getting in sucha bad fucking mood because of this

now fuck that...i posted here not 10 minutes later i get an email that my card has bin renewed and it will be soon in my mailbox and that the old card works till 01 jun , well we will try it again tomorrow, because i know from other webmasters they had the same shit, the card stops working a month before expire date

Try the card. When mine renewed, I tried using the new card, and it wouldn't work until the old one expired at the end of the month. Of course, that was after spending $30 long distance listening to some rep who could only type about 10 letters per minute typing out a service report for 15 minutes.

I have never seen a company so fucked up, well yeah I have. Ikobo. But like Jim said, until there is another player willing to take on adult, this is the price of business. Every problem here I have had with this company but I have had one extra that I post some other time here about. I have to use a friends account in order to do business. It's impossible for me to get an account with them after my last nightmare, and I honestly did nothing wrong. Man even tho I hate them, if PP took adult life would be better for me.

speaking of epassporte....I'll save my rants about them and how epassporte really needs a complete overhaul....but does anyone know of a rep from there that hangs out here at GG&Jim? I know there is michael Olsen, but hes away on vacation and I need a long recurring issue fixed like now. Using their cs@epassporte email is useless most of the time...

I don't get very much response from epass either. The payment method is good, but can't imagine what is going on internally :(

update on my issue, new card is on his way to my home, old card is working again, issue resolved in about 1 and a half day without calling them but did send them 3 emails, mmmmmm i have to say not bad:) must be my lovely dutch chinese writing i send them:D|boobies|

I was finally sent an email with 2 pdf forms to fill out. A few odities about it but, it is what I expected a few days ago.

Just tried to ring epassporte on the 'International and US:' number and get through to the fax machine |thumb On a good note, the 'International and US Fax :' does (also) go through to the fax machine, so at least one of the numbers is correct.

I now have a new password.
Thanks Kevin and Isabel :)

Small true story about epassporte ;-)

But its a bizz account not a regular account

Wednesday on the boat.
Due to possible beer intox i droped the card in the water.
SCREAMMMMMMMMMMMMMMM |shocking| depth around 30m/90feet

Back home I phoned customer service.
I was send within 2 mins a form. I filled it up
send it back. And the card is on the way.


What did we learn from this ?

Epassporte cards do NOT float

ePassporte is neither a bank or a CC company.
Banks and CC companies makes money their way, ePassporte makes money via fees for cards, transaction fees, load fees and so on.

The process for getting a new password is to answer a series of questions to verify the caller is the person he claims to be, then the password will be reset and send to the email on file.
If a card holder no longer have access to that email, the card holder needs to fill out a form and return it to have the email changes.
The form requires the card holder to either send in information about the load card on file or proof of identity depending on which type of account it si.

The reason I started working for ePassporte is to provide support to webmasters. I am online 7 days a week (besides last week first days of since December) and I read the boards, answer emails and ICQs.
I may not be able to solve your problem instantly but in this case if you have contacted me saying you had a problem with your password and no longer had access to your email, I would have emailed you the form you needed to fill out asked you to return it to me and it would have been changed and the password reset within 1 business day.

I read your thread when you made it.

Does your card say good thru 05/06 ?
Then it will be good until May 31st.
A new card should have been ordered for you and the fee deducted from your account, if it haven't please let me know and I will look into it.

That will teach me to read the entire thread before answering ;)

I am here now.
If you have ICQ'ed me I most likely didn't get it, since I only had authorizations/messages from 05/02 when I logged on today.

If you still have a problem please let me know.

Keyser
The test was to see how long it would take customer support to do their jobs. As I said, it should not take over 48 hours. After 48 hours I posted my email and account name. For the first 48 hours, I wanted to be a webmaster that doesn't post on boards, doesn't know who to contact and rightly so, depends on something that calls themselves epassporte customer service. The person I spoke to on the phone was both rude and apparently wrong with his instructions. I don't mind getting gouged on the load fees because of the service it provides. The real only problem I have ever had with epassporte was their customer disservice. I really hoped that by now, the customer service issues would be taken care of. But that really does seem to be a very low priority on epassporte's list.

Hmm, the funny thing is that i couldn't even call them and answer any questions, I cannot speak... oh my.

How to get fast customer service from epassporte...
Just post the magic words
Keyser Soze to any adult webmaster board...

And lo, he appears. ;)

i hitted keyzer soze up today at icq because i had again a little problem, but he talked to me right away and gave me an solution which should work, didnt test it yet, will see tomorrow, now i am just to tired to go out to atm to test my plastic card, will tell tomorrow if it got fixed, but i sure like i can catch soemone on icq quick:)

You called |waves|

See what I mean?... This guy's on the ball. :)

I think you have to spell it right, though. Siezure Koze will get you nowhere.

Oh, and Keyser, you need to fix your sig. :)

i need to fucking nag, i am in a realy bad mood today, say it is a real monday while its teusday...........keyser i know you where avavilble for me on icq all the time, but you also depend on what the tech do at epassporte, for real i am having troubles with epassporte already since i posted in this thread, and yes keyser i dont blame you, i can reach you on icq and you do your best and yes you have to wait what the tech does but it is realy getting on my nerve, not a working card then a working old card, then again a new card while i just have my new card , then chaning pin all the time and the old card is working again, then sudenly my old card is expired again, then the new card is already working because my accound is sett on 2010 and a new card is on his way, oke a mistake, but good i could pull money, now again both card dont work, pin is wrong, i try to change my pin and get a error, cant change my pin, you are up to date about that problem, you have to wait on the tech i know, but this is realy something persons need to know, i try to buy something with my virtual card, it doesnt work, do i like epassporte, yes hell i do, but i dont like the hell i am already going thru for 3 weeks with epassporte, on this moment i cant do shit with my accound, but i have a couple of host to pay with that accound........ahhhhhh that felt good, and like i said keyser i dont blame you , you are around to hear my nagging:D