Quick Tender issue

[ANDE52181]

I joined this forum to post the issue I'm currently experiencing with Quick Tender. I was going to post it in 2+2 but deicded it would be better served here and I would probably receive better adivce and help in this forum. This issue involves a deposit via my credit card. I just want to make it clear that in no way has Quick Tender support been non-responsive just non-active. They have answered every message I have left for them within a day.

Here is the problem...

I signed up for a Quick Tender account a long time ago but never used it to deposit. In late September I decided I wanted to try it out. I wanted to see how efficient the site was with deposits/withdrawals. I was mostly tired of waiting on check withdrawals from wagering sites that didn't offer bank wires. I attempted to deposit $140 with my credit card into my QT account. My deposit wasn't successful for some reason. I double checked the credit card info I entered and tried the deposit again but it was declined once again. I figured my credit card company wouldn't allow transactions to QT so I just said forget it and deposited onto the wagering site Totebet directly with my credit card. I used the same credit card I attempted to deposit with on QT onto Totebet and it was succesful with no problems. I have never had a problem with depositing with this credit card. It has been used on Pokerstars, FullTilt, UB and BetJamaica with no problems before.

Anyway, about a week ago I received a text message stating that my credit card had been charged $210 by QUICKT +44870763017, GB. I'm signed up for text messages whenever a transaction is presented to my credit card/bank account and this caught me off guard as I hadn't made any purchases. I contacted my credit card company and they told me who the merchant was, turned out to be Quick Tender. I really had no problem with the transaction except for the fact I hadn't authorized it and it was for $60 more than I had attempted to deposit. I was a little puzzled but figured what the hell, no big deal and I had more than enough credit on my card to cover the charge.

I was on a business trip the week I received the text message but when I got home a week later I signed into my QT account to use the money and was surprised to find that my balance was zero. The $210 transaction wasn't credited to my account. I began to get a little concerned. I immediately left support a message explaining the situation. They replied the next day with this email:


Dear XXXXXXXXX,

Thank you for contacting the QuickTender Help Desk.

Could you please provide a full bank statement in order for us to investigate this issue for you?

You may scan and send it by email to support@quicktender.com.

Thank you for your understanding and co-operation.

Kind Regards,

Polina
QuickTender Help Desk
support@QuickTender.com
Working hours (Mon-Sun):
GMT: 05:00 - 21:00
PST: 21:00 - 13:00
EST: 00:00 - 16:00

No problem. I scanned my card statment, which happened to have come the day before, and emailed it to support. Two days passed and I received this email:


Dear XXXXXXXXX,

Thank you for contacting the QuickTender Help Desk.

Please be informed that your issue has been registered and forwarded to the respective department. Our team is going to get in contact with you.

Please feel free to contact us should you require any further assistance.

Kind Regards,

Polina
QuickTender Help Desk
support@QuickTender.com
Working hours (Mon-Sun):
GMT: 05:00 - 21:00
PST: 21:00 - 13:00
EST: 00:00 - 16:00

I figured great, the money will be in my account that day and the problem would be solved. About an hour later I received this email:


Dear XXXXXXXXX,

Thank you for contacting the QuickTender Help Desk.

Please be informed that we are currently investigating the issue - we shall also contact the credit card processor in order to look into this issue in more detail.

Our team will contact you as soon as any information regarding the charge in question is available.

Please feel free to contact us should you require any further assistance.

Kind Regards,

Polina
QuickTender Help Desk
support@QuickTender.com
Working hours (Mon-Sun):
GMT: 05:00 - 21:00
PST: 21:00 - 13:00
EST: 00:00 - 16:00


Now I started to feel I was going to get screwed. I felt like support was just dragging their feet and there was no reason why my account shouldn't be credited with the $210. Not to mention they never contacted me. A couple days later I emailed support with my concerns and received this message the following day:

Dear XXXXXXXXX,

Thank you for contacting the QuickTender Help Desk.

We have brought this issue to the attention of our processor and they are currently investigating this charge. Could you please contact your card issuer and request the transaction details of the $210.00 charge at your statement (usually when clicking on the charge at the online statement also gives the transaction details)?

Please provide us with this information ASAP in order to be able to complete our investigation.

We are looking forward to your reply.

Kind Regards,
Oguz
QuickTender Help Desk
support@QuickTender.com
Working hours (Mon-Sun):
GMT: 05:00 - 21:00
PST: 21:00 - 13:00
EST: 00:00 - 16:00

I replied simply that this was all the info I had. When siging into my account online there was no further information other than the transaction details displayed on my statement.

I'm currently still waiting a response. My QT account hasn't been credited and I'm getting a little fed up. I'm hoping I don't have to eat the $210.

Has anyone had any problems similar to this with Quick Tender? All I have heard/read is positive reviews about there site. Any suggestions/responses would be appreciated.

 

[just play]

They have live support now (even though they are never there ) maybe try that?

If they suggest you do a chargeback, please be careful and make sure that's what they want you to do, my bank card had to be cancelled because of them, they told me to do a chargeback and when I did, they said I owed them this money...I showed them the email of them saying to do one...it took a few weeks but it was all straightened out.

 

[ANDE52181]

They have live support now (even though they are never there ) maybe try that?

If they suggest you do a chargeback, please be careful and make sure that's what they want you to do, my bank card had to be cancelled because of them, they told me to do a chargeback and when I did, they said I owed them this money...I showed them the email of them saying to do one...it took a few weeks but it was all straightened out.

Yea, I saw their live support link however they are always off when I'm home. I live in the US, East coast, and the times in which support is available online has been when I'm at work.

With regards to the chargeback... I refuse to do a chargeback unless it is the last possible option. I don't care if QT tells me to initiate one. Chargebacks can cause major issues and open up a can of worms. If I initiate one, my bank will start asking questions because my card is issued through my bank. Than they will contact the merchant and realize that the charge was for gambling. What would stop QT from saying I authorized this transaction? Than my bank thinks I falsely filed an unauthorized transaction claim and they close my bank account and line of credit. Not to mention they reverse the money they refunded me for the charge.

This would be a really dumb move for me because I have all my withdrawals from PStars and FTP wired to this bank account. The last thing I need is for my bank to close my account and than have to start all over with a new bank account. I would have to inform PStars and FTP that I have new bank info and would than need to make new deposits via echeck before I could withdraw to the new bank account. That process, to me, isn't worth the $210 right now because I make weekly withdrawals from those two sites which help to pay my bills

Thanks for your repsonse.

 

[just play]

That's what happened to me, it sucked!!!

I'm sure other people will be along to help you.

 

[alfred666]

Follow up with Oguz again, he is your man to sort this out.
It is certainly not in their interest to let this escalate and provoke charge backs.

 

[felicie]

Have patience

First of all, welcome ANDE52181 you've made a good choice. Secondly it is my humble opinion that you are in very good hands with P. I've been in those hands a few times myself, so much so that I am pretty sure they draw straws to see who gets to deal with 'that one' this time. If I asked my own bank to sort out any discrepancy, (my problem was duplicate debits) I would receive letter saying 'we know this is important to you and we want to help you resolve this matter', same one every time. Then suddenly and usually at grocery store checkout with only a $20 in my wallet, my card would be denied. It took me a few times to realize my bank's solution was to freeze my card and wait till I figured out something was up and would call them and THEN they would advise me to call the fraud unit to verify some amounts. The freeze would then unfreeze and all would be wonderful again. Finally I got smart and decided to ask qt about it and was told to do the same as you. Within a couple of days(business) and with no alert to the fraud dept. the issue would be straightened out. I am sorry this is long but figured you wouldn't just accept my 'good hands' thing without a little backup.
And finally, it's only been a week? My God man, they're not state employees,(no offense intended) they are just hard working and I believe ethical people trying to keep our financial affairs (re:recreation) in order. so..you're in good hands, now be patient. And if next friday, you haven't heard a word, come back and I will send them one of my dreaded emails of inquiry to which I am sure they will draw straws.

 

[ANDE52181]

Having Patience

I always have patience. Except this transaction occured well over a week ago. I figured when I signed into my QT account this past Monday that the money would be there, but obviously it wasn't.

My main problem is that during the week I grind out my 1/2 on FTP and PStars but on the weekends I take it easy and play some horses. This charge has kinda held me from being able to wager this weekend. I can't take the chance to charge more to my card in case I don't get reimbursed for this $210 charge or they hit me again with a random amount/charge.

I work for a credit card processing company, First Data, which owns 75% of all the credit terminals around the world that merchants use for transactions. I'm a Senior Accountant within the company and I know first hand the process that goes behind tracking down a transaction. Believe me when I tell you, it isn't as difficult or time consuming as QT is making this out to be. Not to mention that stuff like this happens frequently whenever a terminal loses power or shorts out. Sometimes data stored within the terminal automatically gets resubmitted to the financial institutions. This is why sometimes customers are doule hit for charges.

With that said, when merchants sign the agreement that comes with purchasing/renting a terminal, they agree that they will balance out the transactions either daily or weekly depending on the size of revenue the business produces. By doing this, merchants can clearly see if there total cash purchases match to their receipt log. The termnial does this all for the merchant by simply closing out the terminal either daily/weekly as agreed upon in the signed agreement and looking at the printout.

I have seen far too many times merchants be lazy and not close out their terminals on a regular basis. This causes the customers headaches with double charges and/or unauthorized charges. There is a heavy fine that comes with this action and I have a feeling this is what is behind QT hitting customers with double and higher than authorized charges.

This whole thing just concerns me because I don't want to have to perform a chargeback and I am only getting the canned responses the past few days that the "respective department is investigating this issue".

 

[felicie]

Well thats great- sounds as if you should be running qt.

 

[ANDE52181]

Well thats great- sounds as if you should be running qt.

LOL...maybe I will look into acquiring it. You want to be partners????

 

[Stovetopp]

Now, you have me concerned:-((

The same sitruation here......I tried to make a deposit with a bank credit card and it was declined by my Bank.(I usually use a debit card to deposit to QT).However, this is the only bank cc that I can use at other online casinos so I was sorta surprised when this transaction diod not go through
Now I am wondering if 2 or 3 weeks from now the same thing will happen to me ie being charged for a deposit that was not accepted or authorized..This SUCKS!
Good Luck with QT and I hope all works out in your favor

 

[ANDE52181]

Now, you have me concerned:-((

The same sitruation here......I tried to make a deposit with a bank credit card and it was declined by my Bank.(I usually use a debit card to deposit to QT).However, this is the only bank cc that I can use at other online casinos so I was sorta surprised when this transaction diod not go through
Now I am wondering if 2 or 3 weeks from now the same thing will happen to me ie being charged for a deposit that was not accepted or authorized..This SUCKS!
Good Luck with QT and I hope all works out in your favor

Thanks...I hope the same situation doesn't happen to you but I would make sure you have available credit to cover a transaction just in case. Or be proactive and contact QT support and express your concerns. I'm sure if you reference to my situation they will understand your concerns.

 

[ANDE52181]

Turn around time question

Approximately how long did it take Quick Tender to solve issues that any members have had in the past? I'm just wondering because I'm going on two weeks now and I haven't been contacted by support unless I contact them first and I receive the blanket response.

 

[ANDE52181]

Satisfied result

I'm happy to report that I received an email from Quick Tender support this morning stating that $199.50 was credited to my account.

Here is the email:

Dear XXXXXXXX,

Thank you for contacting the QuickTender Help Desk.

Please be informed that, your QuickTender account has been credited in amount of $199.50 ($210.00 - 5% credit card deposit fee) in order to cover the charge at your bank statement.

Please feel free to contact us should you require any further assistance.

Kind Regards,
Oguz
QuickTender Help Desk
support@QuickTender.com
Working hours (Mon-Sun):
GMT: 05:00 - 21:00
PST: 21:00 - 13:00
EST: 00:00 - 16:00

I replied with an email that I thought was well deserved.

Oguz,

Thank you for your help in this matter. Please express my thanks to the rest of the support team.


I'm really impressed with how QT handled this and will be using them in the future. I'm completely confident that if something goes wrong in the future they will correct the issue asap. Unfortunately that can't be said for many payment processors in the industry. I would highly recommend them to anyone out there.

Also, seeing as I'm new here, is there a way to change the original title of this thread from Roguish, which QT clearly isn't, to Closed or Settled?

Thanks for the responses and help.

 

[felicie]

Partners?

LOL...maybe I will look into acquiring it. You want to be partners????

I missed this one, sorry but hell yes. I've always felt I'd be grrreat at balancing the books if only I had enough money! LOL