PayTel Complaint - Worst Service Ever
I have been making payments to receive phone calls with the same card for the past couple of weeks. Last week I made a payment and it was decline when money was in my account and the money was authorized by paytell. My account was then blocked and I sent customer service an email. The logo for the me to pay with my card came up but each time I tried it stated they were no longer able to accept credit card payments from me. Why is that I don't know may its because their site Sucks! I contacted Customer Service the next day and was hung up on. I called back and stayed on hold for over 30 minutes waiting.. FINALLY a representative came to the phone I explain to her what happen she tells me that there was no block on my account which was false and that as a COURTSEY she would take my payment. I mean really you are doing me a favor UMM please. I have paid Paytel good money to receive phone calls and all of my debit card are in my name so what is the problem. After this I went on using the same credit card for each transaction. Now again tonight on December 23 I can not receive calls and my account is blocked. I have sent numerous emails regarding the issue and only got one response that the block is gone but it is not. So I made a payment using Western Union and I have comfirmation from them that the money was received by paytel. Has any money posted to my account UMMMM NOOOOOOO! Has any one responded to me and said why it hasn't posted UMM NO! It is almost Christmas and I was looking forward to speaking with my husband and letting him talk to our son. Again we are WAITING on Paytel unprofessional, inconsistent, non puntional customer service. I want to know where is my money that I paid to Western Union and why hasnt it posted to my account. Why after using the same card FOR DAYS on the SMAE ACCOUNT that now it is not working? The site takes forever to come up and it is the slowest ever.. I want my money on my account ASAP or it needs to be refunded ASAP and I want my account fixed.. I am tired of every other week this is happening. I have contacted your company to many times and I have given you too much of my money to be dealt with like this!!!!!!!!!!!!!!!!!!
Company Response on 12/29/2009:
Dear T. Smith:
We apologize for the frustration you have experienced with our company concerning your account with your credit card and the Western Union payment. We have determined your account number is 919-XXX-XXXX. However as you will see from the explanation that follows the problems you experienced were due to multiple credit card declines and your failure to enter your correct account number on the Western Union Quick Collect form.
Your account was blocked from making payments with a credit card due to multiple declines that you received when you attempted to make a payment using your credit card. We received an email from you on December 23rd asking us to reset the account and we did. Then we show you made two successful payments using your credit card on December 24th.
Apparently, when you made your Western Union payment using Quick Collect, you applied “1111” in front of your phone number. The “1111” is only added to the account number when you make a payment using Prepaid Services through Western Union. We negotiated a cheaper rate for our customers when using Western Union by sending a Prepaid Service payment with a fee of $5.95 versus the fee for Quick Collect of $9.95.
We received an email from you on December 24th questioning why the payment did not post. We investigated the Money Transfer Control Number you gave us and determined the funds were not applied to your account number. The account number was listed as “[snip]”.
Again we apologize for any inconvenience this has caused you. Our employees work very hard to resolve any problems and communicate with our customers during this time.
In the future, if we fail to meet your needs, you can email a manager at CustomerRelations@paytel.com and your request will be addressed the same day.