Neteller POLI deposit

[RUSTYROO]

Okay this may be the longest post ever so bare with me here and i apologies in advance if people find this not really a big deal and i acted over the top about it all...

But in my defence (me seeming a tad bitchy), this had happened a few times a while back and was told because of the new POLI program it wouldn't happen again...Also i deposited all the money i could afford left to be able play over the weekend and trust me, it was a lot for me as the exchange rate for the Aussie/US dollar is a nightmare at the moment on my end.
And top this all off with me sitting in a room with no air conditioning in 40* celsius (105*F) heat....i was literally hot under the collar

I still though have no apologies to the neteller staff as i got a royal run around.
I think my two chats explain everything.
I will also note some of the problems with the lack of English they showed, but i can forgive that...after all, i am the foreigner i guess.
Also yet again they tried to sell me their new NET card, as with every other time i contact them, and numerous emails they send out pushing it on me.
------------------------------------------------------

Svitlana: Hi, my name is Svitlana. How may I help you?
Laura: I just did a POLI deposit 10 minutes ago and it took the money out of my bank but then when it went back to the neteller page it still says pending. I have a creen shot of the bank recept that says it was successful
Svitlana: Hi.
Laura: 'screen
Svitlana: Pending It can take 1 business day to fund your NETELLER account if not please send email to [email protected]
Laura: no excuse me, the POLI is instant and it says nothing other than that, you have taken it from my bank account and i want it in my neteller account now please.
Svitlana: Yes I know .
Laura: i have had this happen before and they said it wouldnt happen again and yet now it has...again.
Svitlana: It is instant but if it has happened that your transaction is pending so you will need to wait one business day, please.
Svitlana: I apologise.
Laura: no its not pending from my bank and the poli thing at the top of the page said it was successful
Laura: when this happened before, it was not credited and i had to get it sent to the relavent department to look into it.
Laura: this was before your new POLI program
Laura: im not waiting until monday to be credited this money
Svitlana: Yes I have send you above the information.
Laura: pardon? you have sent above what information?
Svitlana: Pending It can take 1 business day to fund your NETELLER account if not please send email to [email protected]
Laura: accountinquiries... isnt that just what you are now? i want you to send this now to the people that fix these problems or give me there email address because also i would like to complain
Svitlana: No it is other department.
Svitlana: I will send them email on your behalf.
Laura: so if i send an email to them now then they will look into it today because im not waiting until monday to get this money and i am so angry this has happened, it is utter bulls**t
Laura: okay maybe you will but who is to say you actually will. you might just say these things to quiet me down
Svitlana: [email protected] it is department who work with this kind of problems and only they can resolve it.
Laura: okay well will you send them my problem right now please? If i have to wait until monday for my account to be credited i will no longer be using neteller and i will be sure to tell my friends at casinomeister of this and warn them not to use it either.
Laura: also would you like the screen shot of the POLI transaction saying it was successful?
Svitlana: Yes because it was.
Svitlana: Is there anything else I can assist you with?
Laura: i dont get what you just wrote, please rephrase
Svitlana: Please hold for one moment.
Svitlana: $**** do you mean this transaction?
Laura: yes
Laura: oh now it says declined on my neteller account
Svitlana: Ok now it is declined. And you have told me that the money has gone from your account, haven't they?
Laura: yes and i have the recept and also the screenshot of POLI at the top of the screen of my bank account saying it was successfully processed
Svitlana: Thank you. I will send email on your behalf.
Svitlana: Is there anything else I can assist you with?
Laura: Can you please send this whole chat as well and also send it right away and notify me by email of when this is done thankyou
Svitlana: No I can not do it but I will explain the case.
Laura: do you want the screen shot of the POLI?
Svitlana: Ok , please.
Laura: what is your personal email address that you will get it right now
Svitlana: No you can do it on chat.
Laura: how do i do that?
Svitlana: Copy and paste.
Laura: ok
Svitlana: Thank you.
Laura: it will not let me do that
Laura: you cant paste a picture on this
Svitlana: Ok they will see it.
Svitlana: I will send email and explain.
Svitlana: Is there anything else I can assist you with?
Laura: ok well please send it now wont you?
Svitlana: Yes of course I will send it now.
Svitlana: Is there anything else I can assist you with?
Laura: and explain how angry i am about this and especially since its the weekend tomorrow and im not waiting until monday. And also this has happened numerous times before to both my husband and i and we will be taking our business to moneybookers next time.
Laura: thankyou for sending the email for me, i hope they fix this really soon
Svitlana: Ok I will.
Laura: bye
Svitlana: Thank you for using NETELLER Live Chat. We appreciate your business and look forward to assisting you again. Bye for now.
--------------------------------------------

Simon: Hi, my name is Simon. How may I help you?
Laura : Hi, i wrote in about 6 and half hours ago because i did a POLI deposit and it said it was successful and then it went back to my neteller account page and said it was pending and then said declined but it was taken out of my bank. I just want to know what has been done about this so far please as this is supposed to be a instant deposit method.
Simon: Hello, Before we begin, can you please confirm your date of birth?]
Laura :
Simon: \While you are holding as I review your account, have you had the chance to hear about the brand new NET+ card?
Laura: yes and im not interested. the fees are unreasonable to me thanks
Simon: Just want to advertise you. After your GlobeWallet will be expired, it wouldn't be available, you will need to sign for the NET+ card. I recommend you to sign for the NET+ before the GlobeWallet will expired. Could you please wait a moment, I will looking in your transactions to see what's happened?
Laura : yes i know this but my card doesnt expire until august 2010, so i dont want the other one, not sure if i even want it when the card does expire... neteller has too many problems for me like this one that has happened a few times before and is totally wrong and shouldnt happen. If this happens on the POLI feature with moneybookers, they fix it up within 5 minutes. Not days.
Laura : maybe pass that last comment i made off to management as this will most likely lose customers as it is very frustrating and a big hassle.
Simon: Could you please wait a moment, I will looking in your transactions to see what's happened?
Laura : ok but doesnt it say an email was sent to the accounting department about it already?
Simon: No, it doesnt, I will Email the department in your Behaviour whatand they will contact you as soon as possible.
Laura : WHAT.....um i had a very long chat with Svitlana about this and they said they were sending it right away. i have the whole chat transcript
Laura : look i am totally not happy. i want to speak with management now
Simon: Unfortunately, you can not talk with my manager.
Laura : oh and why is this?? you him, what?
Simon: I'm sorry I do not understand, can your rephrase the question.
Laura : look im tired of getting the run around and i want to speak or chat with someone who will fix this and pass on an ass kicking to Svitlana for crappy service
Laura : why can i not speak or chat with your manager?
Simon: Unfortunately, POLI is an other department, I will contact them and they will fix it as soon as possible.
Simon: My manager don't chat.
Laura : well i was told it takes a business day to fix. i demand it done today as im not waiting until monday which will be tuesday for the money to hit my neteller account. You had no problem taking it from my bank. And if i cant speak with your manager than you speak to him/her and get this problem fixed now please because i was told an email was going to be sent 6hrs ago
Laura : 'tuesday for me
Laura : Also if an email was not sent before which you say it wasnt, i would like to make a complant against the agent i spoke to Svitlana for lying to me and not dont what was needed to be done.
Simon: I just talk to my manager and he ask me to contact the department for you. What I just did.
Simon: We apologize for the inconvenience this may cause.
Laura : so what happens now?
Simon: We will credit your account with the fund within 1-2 business days.
Laura : hell no, no one said anything about 2 business days. look i have the recept on my pc with the poli bar at the top of the page saying it was successful and it lists the time date and also recept number and also notes it was sent to neteller. Why does no one want this screenshot?
Simon: We apologize for the inconvenience this may cause.
Laura : why are you not responding
Laura : ?
Simon: Unfortunately, I am not dealing whit the Poli issues, it's the Poli department that deal with that. If they need a screenshot, they will ask you for that.
Simon: But I don't know what they will ask you. I'm sorry.
Laura : okay well are you sure you have already emailed them as i was told a lie earlier?
Laura : not by you by Svitlana
Simon: Yes, it's already sent.
Laura : ok well i hope this is resolved soon. neteller needs to get its act together as this is not acceptable the problem i am and have had in the past and the lack of knowledge from some support staff...( not yourself )
Laura : thankyou for sending the email. Bye

 

[AussieDave]

sitting in a room with no air conditioning in 40* celsius (105*F) heat....i was literally hot under the collar

Probably would have better spending that money on an air-conditioner

I don't use Poli any more it's crap since they updated the software/activeX plug in.

Go grab a debit Visa card (lots of aussie banks have these days) and deposit via that, zero hassle. You can fund the thing at post offices (Saturday AM) if the bank is closed. Depending on what State your in you can also fund at Newsagents all day Sat if they have a sub agent post office!


Cheers
T

 

[vinylweatherman]

Neteller have always been like this. If you thought Microgaming doesn't give a ****, just wait till you tangle with Neteller

Sometimes, it seems they employ low quality CS staff, and pay near the minimum wage, certainly the first one didn't have a clue, and was not actually giving you REAL answers, but repeating the same old "canned response", the one business day one, even though this did NOT apply for POLi transactions.

I have just seen POLi, and wondered if it might be worth using, but it seems not.

Managers at Neteller do not like to "get their hands dirty", and will not interact directly with customers, but will use CS as a conduit. This leads to the syndrome of "chinese whispers", as both problems and solutions are passed up and down a chain of people. This also makes for a delay.

The first CS person was resisting your attempts to help by providing screenshots, since she was damn well NOT going to get your money credited "instantly", and just wanted you to accept her decree of "1 business day", and move on. This is the ARROGANT part of Neteller. Customers are an inconvenience to the smooth running of their machine. I have found that sending emails is a waste of effort anyway, since most are simply ignored.

Neteller get away with this because they are in an industry with limited competition, and serve what is still a niche market. They KNOW gamblers will put up with this poor service since the alternatives are even MORE inconvenient, such as depositing and withdrawing by card, which often means getting paid by cheque.

Moneybookers is the only serious contender, although a new upstart, Ivobank, has emerged, which could shake up the cosy Neteller/Moneybookers cartel, if only casinos would accept them as a deposit method to the extent that the main pair are.

Ivobank is a "proper" bank (online only though), and is FULLY FSA regulated, and covered by the UK deposit compensation scheme, unlike Moneybookers and Neteller. Ivobank will also pay INTEREST on your gambling funds whilst they are waiting for the next bonus offer, although this is not much of a perk at present

A small number of MGS casinos are "in partnership" with Ivobank, which might be a pilot trial, and hopefully Ivobank will become more widely accepted. THIS should give Neteller & Moneybookers something to worry about.

The NET+ card is better than the old one, but the fees are STILL excessive compared to a "normal" debit card. Worse, something Neteller conveniently forget to tell you is that it is NOT a "debit or credit" card, and there are MANY things you CANNOT pay with it, INCLUDING quite a few household bills. This could leave you with a nice looking card that noone seems to accept, a bit like having an Electron debit card, or AMEX credit/charge card here in the UK Worse, because you cannot find anyone to accept the NET+, you are stung for dormancy fees, and an exit fee if you want rid of it.

Neteller raised the price of a simple transfer to bank from Neteller by 500%, a sneaky ploy to make the NET+ card look attractive. As a VIP though, I pay the 5, but get it back at the end of the month, effectively making it FREE to withdraw to my bank, ad use my bBANK debit card, again FOR FREE, and I can pay ALL my bills with it because it is recognised as being issued by a "proper bank", which the NET+ card is NOT.
The NET+ card is simply a glorified gift card, yet they market it as if it were a fully fledged DEBIT card, and accepted just as widely. I would suspect there is a commission culture among CS there, getting a bounty if they can personally sell a NET+ card to a customer they are helping - and in this respect, they ARE like a "proper bank"

 

[AussieDave]

I would suspect there is a commission culture among CS there, getting a bounty if they can personally sell a NET+ card to a customer

I'd also level my opinion at that suspicion too.

Being a VIP myself, I had reason to contact NT about a transfer issue to my globe wallet card. I sh#t you not...the CSR tried to tell me that the twice daily transfers where conducted willy nilly (no specific times) and I would have to wait till Monday (36 hours) to receive me money.

But instead of being concerned that I did not receive my money, the CSR was more interested in getting me signed up to the Net+ Card.

I find that the night crew at NT are either dumb or just don't give a toss.

Least to say I waited a few hours and contacted the day crew who organised a manual payment to card in under 5 min.

Neteller will try to stooge you into thinking the globe wallet is owned by a third party....However NT payments to globe wallet don't leave the NT building...

On the globe card site it's NT who give live chat support.

I'm hoping that Ivobank comes up trumps cause like CWM states it's about time the monopoly that NT/Moneybookers have now, is busted wide open!

Cheers
T

 

[jas2587]

Okay this may be the longest post ever so bare with me here and i apologies in advance if people find this not really a big deal and i acted over the top about it all...

But in my defence (me seeming a tad bitchy), this had happened a few times a while back and was told because of the new POLI program it wouldn't happen again...Also i deposited all the money i could afford left to be able play over the weekend and trust me, it was a lot for me as the exchange rate for the Aussie/US dollar is a nightmare at the moment on my end.
And top this all off with me sitting in a room with no air conditioning in 40* celsius (105*F) heat....i was literally hot under the collar

I still though have no apologies to the neteller staff as i got a royal run around.
I think my two chats explain everything.
I will also note some of the problems with the lack of English they showed, but i can forgive that...after all, i am the foreigner i guess.
Also yet again they tried to sell me their new NET card, as with every other time i contact them, and numerous emails they send out pushing it on me.
------------------------------------------------------

Svitlana: Hi, my name is Svitlana. How may I help you?
Laura: I just did a POLI deposit 10 minutes ago and it took the money out of my bank but then when it went back to the neteller page it still says pending. I have a creen shot of the bank recept that says it was successful
Svitlana: Hi.
Laura: 'screen
Svitlana: Pending It can take 1 business day to fund your NETELLER account if not please send email to [email protected]
Laura: no excuse me, the POLI is instant and it says nothing other than that, you have taken it from my bank account and i want it in my neteller account now please.
Svitlana: Yes I know .
Laura: i have had this happen before and they said it wouldnt happen again and yet now it has...again.
Svitlana: It is instant but if it has happened that your transaction is pending so you will need to wait one business day, please.
Svitlana: I apologise.
Laura: no its not pending from my bank and the poli thing at the top of the page said it was successful
Laura: when this happened before, it was not credited and i had to get it sent to the relavent department to look into it.
Laura: this was before your new POLI program
Laura: im not waiting until monday to be credited this money
Svitlana: Yes I have send you above the information.
Laura: pardon? you have sent above what information?
Svitlana: Pending It can take 1 business day to fund your NETELLER account if not please send email to [email protected]
Laura: accountinquiries... isnt that just what you are now? i want you to send this now to the people that fix these problems or give me there email address because also i would like to complain
Svitlana: No it is other department.
Svitlana: I will send them email on your behalf.
Laura: so if i send an email to them now then they will look into it today because im not waiting until monday to get this money and i am so angry this has happened, it is utter bulls**t
Laura: okay maybe you will but who is to say you actually will. you might just say these things to quiet me down
Svitlana: [email protected] it is department who work with this kind of problems and only they can resolve it.
Laura: okay well will you send them my problem right now please? If i have to wait until monday for my account to be credited i will no longer be using neteller and i will be sure to tell my friends at casinomeister of this and warn them not to use it either.
Laura: also would you like the screen shot of the POLI transaction saying it was successful?
Svitlana: Yes because it was.
Svitlana: Is there anything else I can assist you with?
Laura: i dont get what you just wrote, please rephrase
Svitlana: Please hold for one moment.
Svitlana: $**** do you mean this transaction?
Laura: yes
Laura: oh now it says declined on my neteller account
Svitlana: Ok now it is declined. And you have told me that the money has gone from your account, haven't they?
Laura: yes and i have the recept and also the screenshot of POLI at the top of the screen of my bank account saying it was successfully processed
Svitlana: Thank you. I will send email on your behalf.
Svitlana: Is there anything else I can assist you with?
Laura: Can you please send this whole chat as well and also send it right away and notify me by email of when this is done thankyou
Svitlana: No I can not do it but I will explain the case.
Laura: do you want the screen shot of the POLI?
Svitlana: Ok , please.
Laura: what is your personal email address that you will get it right now
Svitlana: No you can do it on chat.
Laura: how do i do that?
Svitlana: Copy and paste.
Laura: ok
Svitlana: Thank you.
Laura: it will not let me do that
Laura: you cant paste a picture on this
Svitlana: Ok they will see it.
Svitlana: I will send email and explain.
Svitlana: Is there anything else I can assist you with?
Laura: ok well please send it now wont you?
Svitlana: Yes of course I will send it now.
Svitlana: Is there anything else I can assist you with?
Laura: and explain how angry i am about this and especially since its the weekend tomorrow and im not waiting until monday. And also this has happened numerous times before to both my husband and i and we will be taking our business to moneybookers next time.
Laura: thankyou for sending the email for me, i hope they fix this really soon
Svitlana: Ok I will.
Laura: bye
Svitlana: Thank you for using NETELLER Live Chat. We appreciate your business and look forward to assisting you again. Bye for now.
--------------------------------------------

Simon: Hi, my name is Simon. How may I help you?
Laura : Hi, i wrote in about 6 and half hours ago because i did a POLI deposit and it said it was successful and then it went back to my neteller account page and said it was pending and then said declined but it was taken out of my bank. I just want to know what has been done about this so far please as this is supposed to be a instant deposit method.
Simon: Hello, Before we begin, can you please confirm your date of birth?]
Laura :
Simon: \While you are holding as I review your account, have you had the chance to hear about the brand new NET+ card?
Laura: yes and im not interested. the fees are unreasonable to me thanks
Simon: Just want to advertise you. After your GlobeWallet will be expired, it wouldn't be available, you will need to sign for the NET+ card. I recommend you to sign for the NET+ before the GlobeWallet will expired. Could you please wait a moment, I will looking in your transactions to see what's happened?
Laura : yes i know this but my card doesnt expire until august 2010, so i dont want the other one, not sure if i even want it when the card does expire... neteller has too many problems for me like this one that has happened a few times before and is totally wrong and shouldnt happen. If this happens on the POLI feature with moneybookers, they fix it up within 5 minutes. Not days.
Laura : maybe pass that last comment i made off to management as this will most likely lose customers as it is very frustrating and a big hassle.
Simon: Could you please wait a moment, I will looking in your transactions to see what's happened?
Laura : ok but doesnt it say an email was sent to the accounting department about it already?
Simon: No, it doesnt, I will Email the department in your Behaviour whatand they will contact you as soon as possible.
Laura : WHAT.....um i had a very long chat with Svitlana about this and they said they were sending it right away. i have the whole chat transcript
Laura : look i am totally not happy. i want to speak with management now
Simon: Unfortunately, you can not talk with my manager.
Laura : oh and why is this?? you him, what?
Simon: I'm sorry I do not understand, can your rephrase the question.
Laura : look im tired of getting the run around and i want to speak or chat with someone who will fix this and pass on an ass kicking to Svitlana for crappy service
Laura : why can i not speak or chat with your manager?
Simon: Unfortunately, POLI is an other department, I will contact them and they will fix it as soon as possible.
Simon: My manager don't chat.
Laura : well i was told it takes a business day to fix. i demand it done today as im not waiting until monday which will be tuesday for the money to hit my neteller account. You had no problem taking it from my bank. And if i cant speak with your manager than you speak to him/her and get this problem fixed now please because i was told an email was going to be sent 6hrs ago
Laura : 'tuesday for me
Laura : Also if an email was not sent before which you say it wasnt, i would like to make a complant against the agent i spoke to Svitlana for lying to me and not dont what was needed to be done.
Simon: I just talk to my manager and he ask me to contact the department for you. What I just did.
Simon: We apologize for the inconvenience this may cause.
Laura : so what happens now?
Simon: We will credit your account with the fund within 1-2 business days.
Laura : hell no, no one said anything about 2 business days. look i have the recept on my pc with the poli bar at the top of the page saying it was successful and it lists the time date and also recept number and also notes it was sent to neteller. Why does no one want this screenshot?
Simon: We apologize for the inconvenience this may cause.
Laura : why are you not responding
Laura : ?
Simon: Unfortunately, I am not dealing whit the Poli issues, it's the Poli department that deal with that. If they need a screenshot, they will ask you for that.
Simon: But I don't know what they will ask you. I'm sorry.
Laura : okay well are you sure you have already emailed them as i was told a lie earlier?
Laura : not by you by Svitlana
Simon: Yes, it's already sent.
Laura : ok well i hope this is resolved soon. neteller needs to get its act together as this is not acceptable the problem i am and have had in the past and the lack of knowledge from some support staff...( not yourself )
Laura : thankyou for sending the email. Bye

I betcha a buck that they have not sent the second email off to the people that deal with Poli
I remember when the USA was allowed to use neteller an when our transaction wouldnt go thru we had to call neteller an get the NT# then call the casino that we had deposited with an give them the NT# then it was the waiting game
I personally would send a email of your complaints to the addie they gave above plus a copy of both chats with their so called CS an bitch that the 1st 1 lied to you an now you are unsure if you was lied to the 2nd time
evertime we ask some 1 to email on our behalf they should automatically CC a copy to you ((us)) so we know our issues are being followed thru

Good Luck

Cindy