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Same QuickTender issue for 2nd month in a row...

Discussion in 'America the Beautiful' started by ANDE52181, Nov 10, 2009.

    Nov 10, 2009
  1. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
    Ok, now this is really starting to get me mad. Here is the link to the issue I had last month with QT (which they did resolve within a week):

    http://www.casinomeister.com/forums/other-complaints/34042-quick-tender-issue.html

    This morning, I went to use my credit card to put gas in my car and my card was denied. I tried it 3 times and it was denied. I knew I had enough to cover the purchase plus any hold amount they put on the card over the purchase amount. I was confused so I payed cash and immediately checked my online credit card account when I got to work. Turns out I was charged $370 by QT for a deposit which I didn't make. I looked at last months descriptive for the charge and it was a little bit different than this months but it still states QUICKT.

    I just sent them an email regarding this issue. I have full trust in them that they will do the right thing again but this is driving me crazy. How can they just charge your card? Last month I attempted to deposit and it didn't go through for some reason according to their site yet I was charged for it. This time I never even attempted to deposit. Not only that, but this charge put me over my credit limit and I was charged $45 by my bank.

    I know I asked this last month but has anyone had this happen to them? I know payment processors screw up but this is crazy. I have no problem with putting money in my QT account because I will use it but when I don't expect it and it causes me to go over my credit limit that is just unacceptable.
     
  2. Nov 10, 2009
  3. silkprint

    silkprint Dormant account

    Occupation:
    Yup ...I work
    Location:
    Mass
    Yikes Ande ! I hope it gets resolved quicky . That's alot of money to have tied up for nothing during the holiday season.
     
    1 person likes this.
  4. Nov 10, 2009
  5. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
    Yea it is when you don't have it. Since last month I have been funding my online accounts with money transfers because I didn't want to ever have this happen again. Now I have to use the cash I have on hand for every day expenses because my CC is over the limit. Not to mention the $45 fee and possible increase in my % on the card.

    I'm not to happy right now.
     
  6. Nov 10, 2009
  7. just play

    just play closed account

    Occupation:
    Director of Home Operations
    Location:
    USA
    It seems some people have no problems with QT and others always have problems. I, along with you fall into the latter. :mad:

    I'm going through sorta the same problem with a clothing store :mad:

    Hope this gets fixed fast for you!
     
  8. Nov 11, 2009
  9. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
    So I emailed support the exact situation as I explained above and than they requested my bank statement (like they did last time) except this time they also asked for my 10 digit QT account number. How can they not know my account number after I emailed them from my registered email address???

    Here is the email:

    Dear XXXXXXX,

    Thank you for contacting the QuickTender Help Desk.

    Could you please specify your 10 digit QuickTender account number and provide us with your bank statement in order to investigate this issue as soon as you have it?

    Looking forward to your reply.
    Kind Regards,
    Oguz
    QuickTender Help Desk
    This email is not visible to you.
    Working hours (Mon-Sun):
    GMT: 05:00 - 21:00
    PST: 21:00 - 13:00
    EST: 00:00 - 16:00


    Ok so I sent the required info and than received this email:


    Dear XXXXXXX,

    Thank you for contacting the QuickTender Help Desk.

    Could you please provide us with a phone number in order to clarify this issue? We were not able to reach you at your registered home phone number.

    Looking forward to your reply.

    Kind Regards,
    Oguz
    QuickTender Help Desk
    This email is not visible to you.
    Working hours (Mon-Sun):
    GMT: 05:00 - 21:00
    PST: 21:00 - 13:00
    EST: 00:00 - 16:00


    I had a missed call at my number on record with them, which I'm assuming was QT because it was a foreign number. So I emailed them confirming the number on record was in fact correct. Do I really need to clarify the problem?? I think it's straight forward, they charged my card account not once but twice in the last month without authorization and for different amounts. Is it me or am I missing something here? Not to mention its been over 2 hours and they haven't called back.
     
  10. Nov 11, 2009
  11. felicie

    felicie Ueber Meister PABnononaccred

    Occupation:
    self employed
    Location:
    somewhere else
    QQ

    That is a bummer ande geez. But the fact that they called you might mean they are going thru their own security steps to identify and secure your account and hopefully straighten it out quickly. It'll be interesting to see who pays the $45 but my guess is either you or qt.;) good luck.
     
  12. Nov 12, 2009
  13. LonelyHearts

    LonelyHearts Banned User - racist bastard

    Occupation:
    disable
    Location:
    Mobile, AL
    Happened to me 3 times with QT. I dont used them anymore. At first they refunded mines plus gave me alittle extra. 2nd time wasnt much of a deal. 3rd time they processed some rejected deposits anyways. And claimed that it went thru and was credited to my account. It wasnt! I closed my account. I willing to bet they tell you what the told me the 3rd time.
     
  14. Nov 12, 2009
  15. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
    Yea that seems to be the way it's going. Here are the two emails I received from them so far today.

    At 2AM EST:

    Dear XXXXXXX,

    We are going to give you a call at 09:00 AM EST (currently it's 02:00 AM at your location). If you are available before 09:00 AM please let us know by replying to this email.

    Kind Regards,
    Oguz
    QuickTender Help Desk
    This email is not visible to you.
    Working hours (Mon-Sun):
    GMT: 05:00 - 21:00
    PST: 21:00 - 13:00
    EST: 00:00 - 16:00


    So I didn't respond to this email because I was working and didn't check my email when I got home at 5AM. They did call me around 9AM because when I got up I had a missed call. So I checked me email and read the above email plus the additional email below that was sent at 9:59AM EST:

    Dear XXXXXXX,

    We tried to call you twice at 09:00 AM EST today but could not reach. In order to investigate this issue we need to receive the original bank statement as opposed to the online screenshot. Could you please scan the bank statement once you have it from your bank and send to This email is not visible to you.?

    Please note that there is no record of a credit card deposit attempt at your QuickTender account in November (you may see this under REPORTS section on the left hand menu after logging into your QuickTender) thus we assume that your card is being used out of our system. We were also not able to locate the $210.00 charge in our system which was charged at your bank account back on October 8th but we have credited your QuickTender account assuming that there was a kind of system error. Now we are sure that this was not the case.

    Could it be that you are using your credit card at Totebet's site (or at any other online gaming merchant's site) to deposit into your casino account you have with them? Please provide us as much information as you can about your card usage at gaming sites since you are clearly not using your card for depositing at QuickTender's site and we would like to get to the bottom of this issue to find out how come the transactions appear with our descriptors at your bank statement.

    If you would like to discuss this issue on the phone, we may give you a call on Friday at 09:00 AM EST (or earlier but not later).

    Looking forward to your reply.
    Kind Regards,
    Oguz
    QuickTender Help Desk
    This email is not visible to you.
    Working hours (Mon-Sun):
    GMT: 05:00 - 21:00
    PST: 21:00 - 13:00
    EST: 00:00 - 16:00


    Ok so now I'm pissed. Here is my response email sent at 11AM EST:

    Oguz,

    Let me explain this to you because now I'm getting mad.

    1. I'm not waiting to receive my bank statement because that could take another week. The screen shot should be more than enough visual evidence. This charge caused me to go over my credit limit and has restricted my card balance. Either you credit my QT account or send the money back to my card, either one will do. Once I'm refunded the money I will be deleting this card from my QT account.
    2. There is some kind of mistake in your system because I didn't make either transaction. The only time I attempted to deposit on your site, back in October, it was for $140 and a few days later my card was charged for the $210. Now this month, I never attempted to deposit at all and was hit with this $370 charge. Somewhere in your system there is either another person with the same name or my account is getting crossed up with someone else's transactions.
    3. No I haven't used my card recently on Totebet or any other online gaming merchant.
    4. When you email me at 2AM EST time I'm working and the second I get home, around 5AM, I go directly to bed. As a result when you call me at 9AM I will be unable to answer my phone because it is off.

    I'm expecting you will resolve this today otherwise I'm going to have to take further action. Waiting the entire weekend for you to resolve this will be negligent on your part and unacceptable. I understand computer systems screw up and things happen but either your system isn't secure or there is a glitch and these transactions are slipping through the system.

    I will be awaiting your response.


    To make a long story short it seems as if QT is now going to steal my money. To me sounds like credit card fraud. I will retract these statements if/when they resolve this.

    Are there any QT Representatives on here?
     
  16. Nov 12, 2009
  17. felicie

    felicie Ueber Meister PABnononaccred

    Occupation:
    self employed
    Location:
    somewhere else
    I am assuming you did go to your qt account and look at your 'Reports'??
     
  18. Nov 12, 2009
  19. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
    Yea of course. That was what really pissed me off, him telling me how to view my reports like I'm an uneducated computer iliterate. I clearly stated in my email to him the I DIDN'T even attempt to deposit this time and yet my card was charged. Obviously nothing is going to show up in the report because I didn't want to deposit but seeing as I was charged I want the money in my account or sent back to my card (which I doubt they will do because I'm from the US). I finally got in touch with someone through their online chat and am awaiting response now.
     
  20. Nov 12, 2009
  21. LonelyHearts

    LonelyHearts Banned User - racist bastard

    Occupation:
    disable
    Location:
    Mobile, AL
    I had to close my checking account. They simply refused to credit me back. The bank is gonna look at your history of depositing with them; and more than likely take their side. But please what ever you do. Close your bank account. Its gonna happen again. If you want to keep QT. Get a prepaid card and register it. Don't trust QT again with your banking information. They are using processors over in the middle east and something isnt right about it.
     
  22. Nov 12, 2009
  23. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
     
  24. Nov 13, 2009
  25. felicie

    felicie Ueber Meister PABnononaccred

    Occupation:
    self employed
    Location:
    somewhere else
    I'm sorry I didn't mean to insult you, I just know when I get real upset sometimes I pass right over the usual steps. I am sure they will straighten this out for you just like they did the last time.
     
  26. Nov 13, 2009
  27. LonelyHearts

    LonelyHearts Banned User - racist bastard

    Occupation:
    disable
    Location:
    Mobile, AL
    The best bet is for the OP is to disconnect any and all bank accounts to his QT account. It's bound to happen again. Get a reloadable Netspend card. Its cheaper and alot less hassle.
     
  28. Nov 13, 2009
  29. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
    Following the issue last month, the $210 unauthorized charge to the same credit card on file with QT, I logged into my QT account to delete the card from my "Payment Options" yet I couldn't. There is an "X" next to the bank accounts/credit cards registered to your QT account that you can click to delete them but there isn't one next to this credit card. Bottom line, it wouldn't let me delete it. Of course I figured it was a one time incident, so I didn't pursue deleting it with support. I have a Netsepend card, the only reason I opened up a QT account was to take advantage of their wire withdrawals.

    Well here is a shady update to this situation. I awoke this morning to this email.

    6:25AM
    Dear XXXXXXX,

    Thank you for contacting the QuickTender Help Desk.

    Please be informed that, your issue has been registered and forwarded to the Security Department. Security Team is going to get in contact with you.

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

    Kind Regards,
    Oguz
    QuickTender Help Desk
    This email is not visible to you.
    Working hours (Mon-Sun):
    GMT: 05:00 - 21:00
    PST: 21:00 - 13:00
    EST: 00:00 - 16:00


    Ok great but what took so long for security to look at it?

    Shortly after at 6:40AM I receive this email from QT security:

    Dear XXXXXXX,

    In order to investigate this issue we need the copy of your paper credit card statement, copy of credit card ending in XXXX and a government issues photo ID.

    Since we were unable to track the transactions, we are not able to reverse them either.

    Thank you for your patience and co-operation.

    Best regards,

    QuickTender Security

    This email is not visible to you.

    Working hours (Mon-Fri):
    GMT: 7 AM - 5 PM
    PST: 11 PM - 9 AM
    EST: 2 AM - 12 PM


    Now I just want to point out a few shady things about this email.

    1. No direct employees name from the security department.
    2. As I explained in prior emails, I will not be receiving my hard copy bank statement in the mail till next week. I probably would have received it this week but with Veterans Day being a federal holiday, the delivery on mail has slowed. I normally would wait/be patient to be credited for this transaction but refuse to wait over the weekend because this charge maxed out my credit card, resulted in me being charged a $45 over the limit fee and caused the interest rate on my card to raise almost 3%.
    3. I had to send in my ID when opening my QT account, why do I need to send it in again?
    4. All of a sudden their times of operations at the bottom of the email change from military time to standard time?

    Here was my reply email at 10:18AM:

    This is completely unacceptable and I'm reporting this issue to the correct law enforcement agency unless you credit me the $370 or reverse it to the card. I supplied you with everything you should need and have been patient enough both with the first time this happened (1 week till it was resolved) and now this time. As previously stated, I will not be receiving my statement by mail for at least another week and being that you wont reverse the transaction or credit me for it you have thus received/profited from stolen money. I will definitely NOT being sending you a copy of my photo ID as I do not trust your site with it after the way you have handled this situation. Sending a copy of the credit card is not a problem but I will be canceling the card before doing so just to prevent it from being misused. If you want me to download a monthly statement online and send that I have no problem with that either.

    Please let me know if you would like a copy of JUST my credit card and online statement to resolve this TODAY, or else you can forget it and I will have to go about handling situation the way I truly didn't want.

    It must be a real good/profitable business practice to have your payment processors all over the world try to sneak through/double up transactions on customers in hopes they don't notice so you boost your revenue figures.

    I'm eagerly awaiting your response,

    XXXXXXX


    This was their response which I just received at 11:49AM:

    Dear XXXXXXX,

    The reason we have asked for documentation is by any means to inconvenience but to be able to speed up the investigation process and resolve this issue in a timely manner.

    As we are not able to track the transactions on our end, we need the documentation displaying the charges you have or have not conducted, so we can provide a proof to our processor and escalate the matter with them.

    As per our Terms of Use we do not accept onlince screenshots.

    When sending the copy of credit card you may blank out the middle numbers.

    We can assure you that our aim to resolve this issue is no less than yours, and we will make any arrangements for reimbursement should the error incurred on our end.

    Thank you for your patience and co-operation.

    Best regards,

    QuickTender Security

    This email is not visible to you.

    WORKING HOURS FROM MONDAY TO FRIDAY:

    GMT: 7 AM - 5 PM
    PST: 11 PM - 9 AM
    EST: 2 AM - 12 PM


    What a joke. So what happens if an issue like this occurs in the beginning of a customers billing cycle? are they supposed to wait a whole month to receive their card statement before they can expect reimbursement?

    Also, how does having another copy of my ID help "speed up the investigation process"?

    The last kick in the nuts is the fact that they sent this response 10 minutes before they are gone for the weekend. Notice the BIG CAPITAL LETTERS they used listing their working hours in the last email? Scroll up and see the difference from the original email from security, the format is completely different. What a sneaky/shady way of holding me off for the weekend.

    I was recommending this site to everyone and their mother even after last months debacle but now I can honestly say I wouldn't recommend using this poorly run site even to people I can't tolerate.

    I'm open to any suggestions. Also, is there a way to escalate this issue within the Casinomeister community to have QT flagged as rogue for the time being until they resolve this issue? If they even do.
     
  30. Nov 13, 2009
  31. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
    Now I'm locked out of my account as if I did something wrong. Funny thing is that I was locked out right after my last post in this forum.

    Here is a helpful conversation with online support:

    QuickTender Live Support: Welcome to QuickTender Live Support, you are chatting with Denis. How can I help you?
    XXXXXXX: why am I locked out of my account?
    QuickTender Live Support: Can I have your QuickTender account number please?
    XXXXXXX: I don't know it because I dont have it written down and can't log in to my account
    XXXXXXX: hello? what other info can I give you?
    QuickTender Live Support: Please resend your query to This email is not visible to you. and you will be assisted.
     
  32. Nov 13, 2009
  33. lots0

    lots0 Banned User - troll posts - flaming PABnonaccred

    Occupation:
    I do nothing productive
    Location:
    Hell on Earth
    Just a suggestion...

    You don't have to close your bank account.
    Have you ever tried to have your CC replaced?

    If you tell the bank that you lost, destroyed or just want to stop an automated/vendor transfer from your card, they will issue you a new card... With a NEW card number and NEW security codes.

    After the new card is issued, none of the old automated transfers that were in place with your old card will work, so there will not be any automated transfers from your bank account until you have given the new card number and security code to the folks you want to have access to your bank account.

    I have my cards replaced all the time, just for the extra security.
     
  34. Nov 13, 2009
  35. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
    Thanks for the post. I did just that this morning, called my bank and told them I lost my card. They cancelled that card and are sending me a new one.

    With that said, it doesn't change the fact that this latest charge (plus the $45 over limit fee-total of $415) has maxed out my credit card account and caused my interest rate to rise. I think it's completely unfair that QT refused to credit my QT account or send a credit to my card (which they can't now because it's cancelled) and make me wait till I receive my hard copy bank statement to send them as proof. This has seriously put me in a bind until it gets resolved and with bills to pay I'm not happy. Plus, they locked me out of my QT account with no explanation why. I didn't even initiate a chargeback!
     
  36. Nov 13, 2009
  37. LonelyHearts

    LonelyHearts Banned User - racist bastard

    Occupation:
    disable
    Location:
    Mobile, AL
    I knew this would happen. I told you earlier in my post. So you know im not lying. If you got you bank account registered for wire withdrawal. Go change accounts. QT is very Shady. Once your credit cards are cancel and they can't debit them. You may start seeing little small charges coming out your checking. Trust Me I had to fight these guys. I have the emails to prove it.
     
  38. Nov 13, 2009
  39. ANDE52181

    ANDE52181 Dormant account

    Occupation:
    Accountant
    Location:
    New York
    They seriously need to be thrown out there as Rogue right now because of the way they are handling this. I had no intentions of depositing online this week with them. Be as it may, I would be fine if they just credited my account so I could move it off their site, this way I know atleast I'm not gonna lose the money.

    This is causing me a serious headache and problems. They seem to think it's no big deal that they maxed out my CC, caused me to be charged a fee and increased my interest rate on my card for having surpassed my limit. These are serious things that I have to deal with. Plus not having access to that $370 on my card is causing me some hardships right now because I have bills due and I normally use my card for day to day things like gas and food.

    Just ridiculous and wrong.
     

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