Smokey,
As soon as we received your ticket we initiated an investigation and responded to it immediately.
We are aware that your card is blocked. It was blocked due to repeated attempts to access with an incorrect PIN. After 4 repeated incorrect PIN attempts the Paxum Mastercard is automatically blocked and automatically flagged under the 'fraud' category with the bank. The bank must then complete an internal investigation into the matter, even when the situation is explained that it is not fraud, by their own rules and regulations they must conduct the investigation. Unfortunately this bank investigation can take some time, which is why we ask that you allow 5-10 business days for the matter to be resolved.
We cannot control how quickly the bank completes their investigation, but we have done as much as we can to request that they look into the matter for you ASAP.
To prevent this in future we advise all clients, if you have unsuccessfully entered your PIN 3 times to then stop, return to your Paxum account admin and reset your PIN through there. This will ensure that your card will never be blocked for this reason and require a fraud investigation.
We do appreciate your business, and we apologize for the amount of time you will have to wait, but unfortunately it is beyond our control and completely in the hands of the issuing bank.
To imply that our business cannot be trusted because the issuing bank of our Mastercard insists on conducting fraud investigations when a PIN is entered incorrectly 4 times is erroneous. This does not reflect upon our business in any way. As you yourself mentioned, we responded to you promptly and informed you that the matter was being looked into and investigated.
We understand this may make things difficult for you with regards to your payments, but unfortunately our hands are tied to be able to do anything further until the bank completes its investigation and reinstates your card. We do apologize for the inconvenience.
Please rest assured that this matter WILL be resolved, and we will investigate our options to see if there is any way we can reduce the time-frame on these type of investigations in the future. We do appreciate your patience and understanding in the meantime.
Ruth
