moneybookers head/brickwall

pinkfloyd

Full Member
Joined
Jul 13, 2009
Location
aus
getting extremely frustrated with moneybookers
fully verified account for 4 years roughly
never an issue untill now
upload via cc and bt fine
withdraw to bank acc fine
upload via poli from same bank acc = " suspension of poli for security checks"
cc and bt still works

i email and ring support several times over 4 months explaining i cannot get a drivers license will they accept keypass a government photo id for victoria australia ( each state is different ) and i will not forkout for a $300 passport to use once for id to them

the 6 emails i have received from them are all generic , with no reply to my question
support on phone will not pass me onto a manager and give me generic responses , promise to email me back and dont

account is working fine and while im waiting for a withdraw of 200 into bookers i decide to test out poli , it works , ok they must have cleared me , so i deposit again and find its locked , i ring support again and they tell me i need photo id , i ask can someone please tell me if they accept keypass like ive been trying to find out for 4 months , he promises to email me back
next email i get is saying my account it fully suspended lol
i ring again
this time they email me back saying they wont accept kepass but will accept australian photo card .....so this is great ...australian photo card is only available in new south wales ( not my state ) and they wont accept keypass which is the same thing but in my state victoria going by a different name .

i would just close my account at this point except i have $200 in there , or i can spend $300 on a passport to get my 200 sigh

from 3 months ago from them offering me vip to having my account suspended cause i rang them for help.

does anyone know anyways to get any answers from moneybookers , is there a way to get management on the phone , is there an authority i can complain too

and to top it off i think i have now spent $70 on phone calls trying to get an answer


cheers for any replies
 

taysh075

Non-Gambler
Joined
Jul 23, 2010
Location
New Zealand
Sorry Pinkfloyd. That sounds really frustrating. I have no experience with moneybrokers. I recall a similar experience with neteller always requesting reverification for an already verified account. Personally I didn't mind this but it seemed to occur too frequently for my liking. Can you request a specific person (e.g., one person only) that you can email to. I find that with support it becomes more difficult because you are dealing with so many different people and the message kinda gets lost. I think that would be my first thing is to have someone identified that I can directly email/correspond with. Hopefully some bright spark on this forum might be able to help.
 

RUSTYROO

Dormant account
Joined
Oct 9, 2007
Location
Australia
I have had a moneybookers account for 4-5 years now and I have used credit cards to deposit and also POLI, POLI being my main source of funding my account since they got that option and I have never been asked for any ID or even heard of them having security checks related to using POLI, and I even use 2 different bank accounts at times.

If this were to happen to me, i think that would be the end of the road with me and moneybookers as in the past I have had loads of trouble with their support and been in the same boat as you regarding the phone charges which really suck. I cant believe they would treat a VIP or even your average joe blow like this...It's disgusting!

I only use moneybookers maybe a few times a month now and Neteller gets most of my business and I am a VIP there and usually get treated like one.

If you are able to get a hold of someone and not a copy and paste machine I would also demand they reimburse you for the calls you have been charged!

Here's hoping you get this solved soon, as 4 months is a hell of a long time, energy and frustration spent already dealing with these poops.:(
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
What the hell is wrong with a government issued ID:confused: It is standard to accept this, and everyone KNOWS that each government's ID is different, yet should contain all the necessary information needed, and is backed by a Government's endorsement that the systems used to verify the application for said ID are up to standard.

Perhaps NOT asking for advice, and just sending the document, would have worked. It seems that merely asking for advice is their "proof" that there is fraud going on.

Moneybookers are behaving like a casino, and for an institution holding money on behalf of a customer their support is WELL below what would be expected. They may be cheaper than Neteller, but a stream of complaints such as this has convinced me they have no business dealing with people's money as a central holding "purse". This even makes Neteller CS look good:rolleyes:
 

RUSTYROO

Dormant account
Joined
Oct 9, 2007
Location
Australia
It's a shame you didn't accept VIP status as your account manager would have sorted that out.

As an aside, I noticed only one bank is available for Poli deposits (anz) which is ridiculous.

I hadn't deposited in a few weeks so I just logged in and checked, and for me the list of Poli banks are large, 15 in all.

Why would it show them all for me and only show ANZ for you :confused:. Bizarre...how bizarre how bizarre (man I hated that song :p)
 

pinkfloyd

Full Member
Joined
Jul 13, 2009
Location
aus
@taysho unfortunately all their emails come from @noreply with a ticket number and i dont think ive dealt with the same person twice

@rusty for 4 years now moneybookers has run perfectly and smoothly tho i have to admit i have never had the pleasure of dealing with support until now. they arent rude but it just seems like you are talking to a machine and you can tell its getting nowhere.
i cant see what i did to set off alarm bells deposit/withdraw/credit card from bank account "a" fine poli upload from bank account "a" swat team comes in
and the worst thing about it is when poli gets blocked it doesnt say " account suspended or please contact us " all it says is "error code xx" i spent around 3 days trying to fix my browser , updated flash etc because everyone else could use it fine .
and i know its not poli itself setting off security because i can use it at a separate site just fine.

@nifty when they offered me vip i ran into the same boat with id , i explained to them why i couldnt get a updated drivers license at the moment would they accept keypass or i would gladly get a passport if they where to reimburse me for it lol i got a generic reply and even tho i made the quota they asked for i was never made vip but id was never a problem cause my account was fully active with everything else and that big hit i had on tracknfeild mouse was sent to me during that period no problems

@mr fruits
yes its frustrating when sites ask you for id that is not a required thing in your country , and i think your right i should have just sent it in , but its still around $70 i think and a trip to the city , so even tho thats not the end of the world its something i dont need besides for moneybookers so i thought id confirm before wasting my time and $ on it



on a sidenote update / just got off the phone with them again ( hrmm another $40 call maybe :confused: ) and went straight to securty rather than general support , she seemed at least slightly interested but it was very frustrating tho when she checked through my account and said i havent provided a reason why i cant supply picture id , i then pointed it out in 4 emails , she was kind enough to say send in what i have and they will see if security accepts it but wont guarantee anything so fingers crossed
 

pinkfloyd

Full Member
Joined
Jul 13, 2009
Location
aus
oh and ps ..... if all u see in poli uploads is ANZ , just choose it and when the next screen pops up it gives you all the choices :thumbsup:, i think it might have been a delayed update
 

RUSTYROO

Dormant account
Joined
Oct 9, 2007
Location
Australia
Yes there CS seem polite enough but you can just picture them looking at you with an empty blank stare just nodding along with what you are saying until it is their turn to talk and they then ask you questions that you just answered and your back at the beginning again. :( That was my experience at least.

LoL kind of like how my husband could be playing Xbox and is just nodding away seeming like he is actually listening to me telling him what's for dinner then 2 minutes later he says he's hungry and wants to know what I am cooking. :rolleyes:

I can't even remember sending in photo ID but if I did, it was years ago and long before POLI.

Also my bank withdrawals where not even to the same bank accounts that I used for the POLI deposits but yours were and you got flagged.:confused:
 

pinkfloyd

Full Member
Joined
Jul 13, 2009
Location
aus
finally cleared up everything and i guess my main lesson i learnt with moneybookers is that unless you have a general question you have to phone them often and at your own cost to get anywhere

ive always found moneybookers simple handy and convenient until i had this problem
in the end i started calling and asking people their names , asking them to email me a transcript or rough transcript of our chat and it took a lot of calls to find someone that actually could sort out my problems.


i had a lengthy email with a question regarding id replied with " your email attachment did not come through , please send it again " even tho it was obvious i didnt send any attachment

after having my id cleared and my account fully functional it was locked again after 1 use , i rang security and she told me there should be no reason it should be locked and would be unlocked within 48 hours , she got it done in about 4 hours


lets see how long the smooth ride lasts for now

cheers floyd
 

mattsgame

Meister Member
webmeister
CAG
Joined
Sep 17, 2009
Location
Out Of Town
It's a shame you didn't accept VIP status as your account manager would have sorted that out.

As an aside, I noticed only one bank is available for Poli deposits (anz) which is ridiculous.


Nifty

Poli Accepts accounts from the following banks mate:

ANZ, Bank Of Melbourne, Bank of Queensland, BankSA, BankWest , Bendigo Bank
Commonwealth Bank, CUA, NAB, Newcastle Permanent, Peoples Choice Credit Union, StGeorge Bank, Suncorp Bank, Westpac


So it's strange that you only see ANZ :/
 
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