Oh for F*%^ sake!!!!!!!!!!!

[vinylweatherman]

Get a grip Neteller/MG


How DO we make them "wake up and smell the coffee", throw it in their face!

 

[vinylweatherman]

Crap

NETELLER

--------------------------------------------------------------------------------

Dear Valued NETELLER Member,

You have successfully transfered funds from your NETELLER account to a registered NETELLER merchant.

06:47 PM 05/12/2006

Total transferred to merchant: 700.00 GBP


Pantomime eh!

OH NO YOU HAVEN'T

 

[vinylweatherman]

Supercrap

I have phoned Neteller, but got cut off.

I phoned again, and got a message "all of our agents are busy"

I then got a message "we are experiencing a higher than usual volume of calls"

I JUST WANT THE NT NUMBER - why, with all this trouble is there not a fast track means of getting this information, without which, the casino will do nothing.


It is now Midnight, lets see how long this simple issue takes to resolve.

 

[Rusty]

Oh man

I feel your pain.
I had nothing but hassle with them and changed to moneybookers who so far have been excellent.
Hope you get it sorted soon
Are you sure you are shouting and swearing enough at them?

 

[vinylweatherman]

NO

I feel your pain.
I had nothing but hassle with them and changed to moneybookers who so far have been excellent.
Hope you get it sorted soon
Are you sure you are shouting and swearing enough at them?

No, But the forum has rules about "potty mouths"

Got through after 15 mins, only to be transferred because I am a VIP and they no longer have a direct line (previously it was possible to dial an extension code and divert the call yourself, now you have to be put through).

The excuse, they are doing an "upgrade", and sometimes this means that the merchant cannot connect to Neteller (strange how my money is able to leave though - surely if the merchant could not connect, it could not request the funds! - or is that too much common sense).

This is the first, and hopefully hardest part (it being Vegas Splendido and not some RTG clip joint).

Please all be environmentally friendly and add all tales of this particular "upgrade" below to see how widespread this problem is. I have no idea how long these take, but the risk must remain for the next couple of hours or so.

 

[SlotsWizard]

What I don't understand is why Neteller doesn't just list the NT# for each transaction on the Transaction History page.

Obviously the NT numbers aren't top-secret hush-hush intelligence data. If that were the case, they wouldn't give us the NT numbers when we ask for them. It would take me less than 2 minutes to write the code that would add the NT# to the Transaction History page.

 

[Mousey]

I don't understand why they don't send the NT# with that useless auto email they send out after a transaction. Then if we needed it, voil! there it is. Once again, it must not be so very hush-hush-secret as when I email them for the NT#, they will email it to me. So why not make those irritating confirmation emails actually useful?

 

[vinylweatherman]

Easy

What I don't understand is why Neteller doesn't just list the NT# for each transaction on the Transaction History page.

Obviously the NT numbers aren't top-secret hush-hush intelligence data. If that were the case, they wouldn't give us the NT numbers when we ask for them. It would take me less than 2 minutes to write the code that would add the NT# to the Transaction History page.

They COULD do this, but they have told me that it might leave the customer vulnerable if someone was able to get hold of their NT codes from the statements. This might be the case now that casinos are asking for screenshots of Neteller statements, but otherwise the "hacker" would have to log into my Neteller account, and the display or not of the NT number would be the least of my worries

I phoned Splendido in the end, and they will sort it out, but I was told that they had received more e-mails than usual.
As we got chatting, I volunteered a resume of all the bugs on Mega Moolah in the hope that Microgaming can at least become aware of the existence of the coffee, even if they remain too distant to smell it!

 

[wangpoker]

I tried half an hour to log into my neteller this afternoon.

 

[sdaddy]

I have phoned Neteller, but got cut off.

I phoned again, and got a message "all of our agents are busy"

I then got a message "we are experiencing a higher than usual volume of calls"

I JUST WANT THE NT NUMBER - why, with all this trouble is there not a fast track means of getting this information, without which, the casino will do nothing.

It is now Midnight, lets see how long this simple issue takes to resolve.

I usually get on live chat for the NT code. Waiting on the phone that long would be too exacerbating.

 

[yameater]

I have phoned Neteller, but got cut off.

I phoned again, and got a message "all of our agents are busy"

I then got a message "we are experiencing a higher than usual volume of calls"

I JUST WANT THE NT NUMBER - why, with all this trouble is there not a fast track means of getting this information, without which, the casino will do nothing.


It is now Midnight, lets see how long this simple issue takes to resolve.

I seldom use them anymore for these types of reasons. They are too big to have all these problems. I feel for you Weatherman. I'd be Pissed off !

 

[vinylweatherman]

Size

I seldom use them anymore for these types of reasons. They are too big to have all these problems. I feel for you Weatherman. I'd be Pissed off !

You forget, they are a BRITISH operation in the Isle of Man (despite the Canadian beginnings).
In true British form, they are now BIG enough to GET AWAY with having all these problems. As they get bigger, they get worse. NTL (the comedians that supply my TV and Broadband) have gone the same way since they bought up all the local cable companies and then Telewest.

Bring back good old Bracknell Cable and Freeserve. Bracknell Cable did at least have a store where I could complain in person!

 

[KasinoKing]

Although I've not had any serious problems with Neteller, it still amazes me that what must be a pretty big operation can be so crap at the simple things.

The thing that really narks me with them is on the 'My Account' screen; You have columns for 'in' & 'out' - but not one for your account balance after each transaction.

So when their 'total in account figure' does not match mine I have to copy all the transactions onto a spreadsheet & work backwards from the latest figure to find out where the discrepancy is.

Come on Neteller - is it REALLY that difficult??

 

[kwblue]

I do not know if this is the same issue, but it certainly smacks of it About 2 weeks ago (maybe a bit more) Neteller updated their API. When this happened, Hype had transaction issues as well... In fact, Neteller was not sending a 'success' flag to the operator. Because of this many people deposited multiple times thinking it was a fluke that it showed up as a failed transaction.

Looks like they are updating again to me and not giving their customers advanced notice of it.

Just a thought.

 

[Tagdog]

I love how they have "scheduled maintenance", but you only find out about it after it has started. If it really was scheduled how ****ing hard would it be to inform people beforehand!

 

[vinylweatherman]

Unsheduled maintenance

I love how they have "scheduled maintenance", but you only find out about it after it has started. If it really was scheduled how ****ing hard would it be to inform people beforehand!

Unfortunately, this was unsheduled maintenance, it is a bit like finding one's waste paper bin full and taking it out to be emptied, but you don't tell the secretary working away at the desk who still chucks waste over the shoulder into the space where the bin should be. In this case, "something" in the server triggers an automated clean-up job, but does not shut down the banking side, and this can lead to the server not responding properly as it is running an extra task in the background. I have now had this excuse twice, and these periods are unpredictable. One sign is the account login being slower than normal, which it was last night for more than one of us.
The issue of Neteller failing to send a "success" flag to the operator is consistent with an explanation from a Palace Group operator, who told me the transaction gets as far as sending an NT code (and deducting the funds), but a final, and crucial, stage fails to happen, and the funds do not get pushed over to match the NT code, and thus fail to arrive in the casino account. The operator can then use the NT code to log on to the merchant site through their own portal and pull the transaction through the system from their end. In some cases, this has to be done by the finance department rather than CS, hence the 24 or 48 hour delays.
I have yet to have a reply from Splendido after they had to refer this to the finance department, so in this case they fall short of the criteria for being "good" at resolving issues - and this is a COMMON issue, not something that is rare enough not to have a set routine in place at CS level to engineer a quick resolution. It is possible the funds will just "turn up" in the casino without any reply from the e-mail and phone calls.

 

[silcnlayc]

why Neteller doesn't just list the NT#

They do in the checking account. This was how I found the NT number 30 days ago on my checking account :::::AUTOMATED DEBIT NT888.258.5859 496xxxx :::::


Now it is different and shows this:AUTOMATED DEBIT 1-800-587-4658 PURC021xxx There is no more NT on any of my statement for the last 15-20 days. I think Neteller is changing the system to show a purchase instead of a casino deposit. Anyone else notice the changes?

 

[AussieDave]

You forget, they are a BRITISH operation in the Isle of Man (despite the Canadian beginnings)

Correct me if I'm wrong, but their call center and operations hub is still based in Canada.

 

[vinylweatherman]

Canada

Correct me if I'm wrong, but their call center and operations hub is still based in Canada.

True, but this is just a call centre, their registered company office is on the Isle of Man, and for regulatory purposes they have an office in London, which is the one on the website of the FSA who regulate them. There is also a UK call centre, but it is not 24/7.
Their origins were Canadian, but they relocated (legally, if not physically), to the UK in order to list publically on the London stock exchange. They were not able to list in New York nor Toronto as online gambling was not recognised as a legitimate business activity, even though arguments about it's exact legal status are still running. In Britain, the legal status is assured, and will be further strengthened come next September.

 

[Rusty]

True, but this is just a call centre, their registered company office is on the Isle of Man, and for regulatory purposes they have an office in London, which is the one on the website of the FSA who regulate them. There is also a UK call centre, but it is not 24/7.
.....and there was me wondering why their customer support was so shitty?
You ca'nt buy a sandwhich in England without being spat at these Days

 

[vinylweatherman]

CS

True, but this is just a call centre, their registered company office is on the Isle of Man, and for regulatory purposes they have an office in London, which is the one on the website of the FSA who regulate them. There is also a UK call centre, but it is not 24/7.
.....and there was me wondering why their customer support was so shitty?
You ca'nt buy a sandwhich in England without being spat at these Days

It's the new British disease. Companies have long seen Britain as a mild mannered bunch of customers who will put up with service that Americans would start a war over. This has been changing recently, and some companies are suffering the consequences. Surly staff usually end up costing companies money in the long run, but only if there is enough competition in the marketplace.
I have even noticed a few casinos have tried it on with us Brits, they know who they are, one has a toll-free number for US players and a low-band premium rate number for UK players. I told them, and they said they didn't realise, but several months later they have done sweet FA about it.
With this attitude, it is not surprising that increasing numbers of people treat businesses with the same contempt they treat customers. Shoplifting, which is theft, is OK, some may even say "cool", because it is a business and not a person. Defrauding a big business is seen as far less evil than defrauding a person with almost nothing to start with, and businesses that constantly screw customers rarely find sympathy when their own backs end up against the wall. Most British businesses see "loyal" long term customers as complete idiots to be charged as much as they like, whereas they compete with massive discounts for customers who are disloyal to any one brand, simply because, to keep them interested, they HAVE TO!

If a sandwich bar opened opposite the one with surly staff, and employed well mannered and courteous staff, customers would move over, even if the sandwiches cost more, the only customers who remain would be the poverty stricken who had no choice other than go to the cheapest supplier.

Neteller have had this problem for ages now, yet they choose to dismiss it as one of little importance compared with the importance of expanding into Europe and Asia. They must feel they are so big that they have only limited competition, and what there is is getting harder to use even for non-US players. Another 2 of my credit cards have just told me that I will be charged interest on all gambling transactions from the time of deposit rather than them being treated as a purchase which can be paid off in full without penalty at the end of the month. Only ONE of my cards now works with such transactions as purchases, but it charges a chilling 24% if not paid off in full at the end of the month.
Click2Pay p**sed me off by "churning" my transactions from GBP, first to US$, and then back to GBP at the casino, and then when I queried this said they had made a minor internal change that was not obviously important enough to circulate to customers. Moneybookers have slightly lower fees, but a premium rate 50p per minute line for customer service, and I hear their transactions time-out just as much as with Neteller anyway.
This leaves me with Neteller or "Don't bother".

 

[soflat]

I just fell victim to the dreaded 'upgrade'.

I deposited, it was reflected in my NT acct but not in the casino.

I wait 20 minutes for a casino live chat operator. The operator keeps saying he will be with me in a minute and 25 minutes later tells me I need a NT code. Well I could started trying to get the code 45 minutes ago

I don't have a NT code. So it is off the NT live chat. Now I have been waiting on NT for 15 minutes and counting, so I have 1 hour invested already.

As soon as that deposit hits the casino (if it ever does) I am withdrawing.

 

[vinylweatherman]

Slow

I just made a deposit at Jackpots in a Flash, but my deposit seemed to hang for a worrying length of time, but in the end it went through. Probably another of the unscheduled server cleanups.

My original case took 2 days to clear up, even though I supplied the NT code within the hour.

After that, I stopped receiving all the newsletters, so probably P****d them off by complaining so hard

 

[Slotster!]

Neteller never did bother to get back to me from the three emails I sent them over a week ago. Tried to make a card deposit in my account, declined, but it went out of my bank account. I paid for it essentially, but it never appeared. It mysteriously re-appeared back in my bank yesterday.

Tried to verify my bank account three times with no success either.

The whole thing seems in a bit of a mess which, for a company which is supposedly a 'bank' - is frankly terrifying.

 

[Rusty]

Moneybookers have slightly lower fees, but a premium rate 50p per minute line for customer service, and I hear their transactions time-out just as much as with Neteller anyway.
This leaves me with Neteller or "Don't bother".


charging a premium rate for customer service is totally unacceptable.
"Want to ask us why and how we screwed you?Then phone us and we will charge you for the privilage."
That said I have not found it necessary to call them.Never had any transaction time out or other problems but that is only my experience.
My last dealing with neteller I tried to log into my account to find it was closed!
I emailed them asking what was going on and they replied I could only hold 1 account?
I emailed back stating I only had 1 account and had not tried to open another and never heard back from them.I think I had some small change in the account but they can keep that as it is worth more to me not to have to deal with such an incompetent arrogant company.
Can you not use a debit card instead weatherman?There is no charge for using one.