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Originally Posted by RuthB
For security purposes we cannot provide any account information over the telephone. We cannot confirm the verity of the person calling, and therefore it would be a violation of our privacy and confidentiality rules to provide private account details over the telephone. For example, I'm quite sure you wouldn't appreciate it if Joe Blow called up with your Paxum account email address and was able to receive confidential information relating to your account and transactions over the telephone. This is the reason we cannot and will not provide such information over the telephone.
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Ruth, perhaps Paxum could/should look at implementing something like any other Credit Card company, Bank, or heck, even the Gov't and Tax Office, does. They
will all discuss your account over the telephone by making sure you know the details of your accounts (Social Insurance Number, Date of Birth, PIN code, etc). If Paxum is concerned about it, they could offer an "option" in the control panel whether or not to allow account information over phone. This would address any concerns, while improving service.
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Any unauthorized transaction in your ewallet checking or on your Paxum Mastercard should be reported to us immediately. The best way to report an unauthorized transaction is via the Message Center within your Paxum Account Control Panel. If you are seeking urgent assistance then please open the ticket and THEN call our support line requesting they examine your ticket ASAP. Make sure you have your Ticket number handy when you call.
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Ruth, I have to echo the sentiments others have expressed in thread. Calling your support department doesn't exactly leave one with the feeling of being adequately served. Anytime I have called, I hang up feeling like I have just spent 10 to 15 minutes speaking with someone who barely understands/speaks English, and nothing is actually answered beyond giving you what seems to be canned responses from a script. It's pretty bad.
Every single time I have filed a ticket, and then called, as you have suggested, I still had to contact you or Chris to verify things as phone/ticket support doesn't exactly leave you with a feeling of confidence. Frankly, most times I feel as if I am dealing with outright incompetence or lack of training with phone support.
I say this not to criticize, but to suggest that Paxum should consider investing some money into an actual qualified support channel and not what appears to be 3rd world outsourced support (if indeed your support is not 3rd world outsourced, it sure seems like it most times).