WTF Paxum?

[GoCastaway]

Since the trouble with Paxum i use EFT to transfer my money to my bank account, but by time i ask Paxum when we can use our card again.

Today i got an answer that is BS, people with much money on their card are screwed.

quote:
In regards to the New Temporary MasterCard, Trucash, the card issuer, stopped providing their services and the cards become unusable. The funds from all card are with them, therefore, we are not able to refund the funds from the card, since we do not have it. Trucash are not cooperating with us by any means, they do not respond to our emails or return our phone calls. We are looking for a way to recover the funds from them and as soon as we will have a solution on this matter, you will be notified.
/quote

Now who is the "bad boy"? Paxum or Trucash?

[nikki99]

well I guess this is true...

[GoCastaway]

Originally Posted by nikki99

well I guess this is true...

Unfortunately it is true... here a screenshot from the mail

https://imgur.com/a/IRDXany

[Ferus]

If you asked Paxum to transfer the funds to Trucash, it's you against Trucash.

If you did NOT ask Paxum, or "gave permission" somehow, then Paxum are responsible for the transaction.

Anyway... good luck getting your money

[bns666]

nothing actually new...

[Grisey]

This happened months ago infact back in May

We're sorry that you are experiencing problems with your prepaid Trucash Mastercard. Your card was issued by WFCU Credit Union, and WFCU is responsible for the problems that you are experiencing. We suggest you follow the steps below to request your money back from Trucash Card:


Step 1: Follow this link and print letter. Fill out your bank details, sign the letter.


Step 2: Email your complaint to Mr. Eddie Francis at [email protected] and attach the signed letter from Step 1.


We believe this is the faster way for you to receive your funds back from Trucash Cards at this time.


Thank you


Paxum Team.

[GoCastaway]

Originally Posted by Grisey

This happened months ago infact back in May

We're sorry that you are experiencing problems with your prepaid Trucash Mastercard. Your card was issued by WFCU Credit Union, and WFCU is responsible for the problems that you are experiencing. We suggest you follow the steps below to request your money back from Trucash Card:


Step 1: Follow this link and print letter. Fill out your bank details, sign the letter.


Step 2: Email your complaint to Mr. Eddie Francis at [email protected] and attach the signed letter from Step 1.


We believe this is the faster way for you to receive your funds back from Trucash Cards at this time.


Thank you


Paxum Team.

This is old news, i did that at that time and i got response that WFCU Credit Union has nothing to do with the cards of Paxum, its Trucash that manage the Paxum cards.

Here the answer that i received from WFCU:

Thank you for your recent email concerning your Paxum TruCash prepaid card.
Unfortunately, Paxum provided you inaccurate information.
WFCU has no contract or agreement with Paxum whatsoever and WFCU has nothing to do with your Paxum account.
WFCU is not the owner or administrator of your Paxum account or your Paxum TruCash prepaid card. Paxum and DCR Strategies Inc, are the owners and administrators of the Paxum TruCash program.
Since WFCU has nothing to do with your Paxum account and since it does not own, administer or manage the accounts or programs there is nothing that WFCU can do to help you with your Paxum account.

[RuthB]

Please let me clarify the situation:

WFCU is the card ISSUER of the Trucash Paxum prepaid card.

As such, WFCU is responsible for the balance on all Trucash Paxum cards.

(Once the funds have been transferred from your Paxum account to the card then the funds are no longer held by Paxum in any way, the funds are held by the card issuer, in this case WFCU.)

These cards continue to work for POS purchases (such as Amazon, Paypal, stores, etc), however they have been disabled for ATM withdrawals. Also, there is no way to add more funds to these cards.

If you have a remaining balance on the card then you need to contact WFCU. Paxum cannot intervene in this process. WFCU is responsible for the balance on the card.

When you contact WFCU it is CRUCIAL that you use the correct language so that WFCU can understand what you want to do and refund you.

Do NOT ask for the funds to be returned to your Paxum account. WFCU CANNOT do this and this creates confusion at their end and may delay your request.

Instead, request that "I want to close my card and get the money back." and then follow the procedure provided to you by WFCU.

Clients that follow the procedure laid out by WFCU have been receiving their card balance funds in the form of a refund. This refund is issued DIRECTLY to you, and does not go through Paxum in any way.

If you have communicated with WFCU in the correct way and you have not received any responses then Paxum may be able to assist you, but you MUST attempt to go through the process with WFCU first.

[GoCastaway]

Originally Posted by RuthB

Please let me clarify the situation:

WFCU is the card ISSUER of the Trucash Paxum prepaid card.

As such, WFCU is responsible for the balance on all Trucash Paxum cards.

(Once the funds have been transferred from your Paxum account to the card then the funds are no longer held by Paxum in any way, the funds are held by the card issuer, in this case WFCU.)

These cards continue to work for POS purchases (such as Amazon, Paypal, stores, etc), however they have been disabled for ATM withdrawals. Also, there is no way to add more funds to these cards.

If you have a remaining balance on the card then you need to contact WFCU. Paxum cannot intervene in this process. WFCU is responsible for the balance on the card.

When you contact WFCU it is CRUCIAL that you use the correct language so that WFCU can understand what you want to do and refund you.

Do NOT ask for the funds to be returned to your Paxum account. WFCU CANNOT do this and this creates confusion at their end and may delay your request.

Instead, request that "I want to close my card and get the money back." and then follow the procedure provided to you by WFCU.

Clients that follow the procedure laid out by WFCU have been receiving their card balance funds in the form of a refund. This refund is issued DIRECTLY to you, and does not go through Paxum in any way.

If you have communicated with WFCU in the correct way and you have not received any responses then Paxum may be able to assist you, but you MUST attempt to go through the process with WFCU first.

Nice story from a Paxum employe...

In the same mail WFCU explained the same what you tell, but we dont do business with WFCU, we do business with Paxum, so Paxum have to take care of everything. Now we have to go after our money ourselves, thats not the way how it should be.
Its like i buy an apple in a store and at home there is an insect comming out, i go back to the store and they say, sorry! you have to go to the apple farmer to get a new apple, thats ridiculous!

Paxum just have to make sure that in short time a new card becomes available that works, and get our money back from the old cards.

For 2019 Paxum can forget this.....
GFY Award Winners - Best Payment Service
YNOT Award Winners - Best Alternative Billing Company
XBIZ Award Winners - Alternative Payment Service Company of the Year!

[RuthB]

Originally Posted by GoCastaway

Nice story from a Paxum employe...

In the same mail WFCU explained the same what you tell, but we dont do business with WFCU, we do business with Paxum, so Paxum have to take care of everything. Now we have to go after our money ourselves, thats not the way how it should be.
Its like i buy an apple in a store and at home there is an insect comming out, i go back to the store and they say, sorry! you have to go to the apple farmer to get a new apple, thats ridiculous!

Paxum just have to make sure that in short time a new card becomes available that works, and get our money back from the old cards.

For 2019 Paxum can forget this.....
GFY Award Winners - Best Payment Service
YNOT Award Winners - Best Alternative Billing Company
XBIZ Award Winners - Alternative Payment Service Company of the Year!

I'm sorry if I didn't explain it clearly enough.

Paxum is NOT the card issuer. WFCU is the card issuer.

Paxum is responsible for the funds in your Paxum account.

WFCU is responsible for the funds on your WFCU issued Paxum card.

When the funds left Paxum and were sent to your card (at your request), the funds then became the responsibility of the card issuer, not Paxum.

Paxum cannot control or make decisions for another financial company, in any way.

I understand your frustration and I'm sorry that you have to deal directly with WFCU for a refund, but unfortunately that is the only way to proceed.

You can post negative reviews wherever you like, but I'm afraid it won't change the reality that you need to contact WFCU to get your card funds back. Paxum cannot do this for you. We would if we could, but we are not you and so we can't. The card relationship is between you (the card-holder) and WFCU (the card issuer).

On a side note, with regards to the awards you quote - GFY didn't actually hold a GFY awards show this year. YNOT however voted us 2019 Best Billing Company AND 2019 Best Alternative Billing Company, and XBIZ voted us 2019 Best Alternative Payment Services Company. We are honored to have been selected by our peers and clients in this way again.

We know the card situation is annoying to clients. Please bear with us as within a few months we will be introducing our own Paxum Bank issued cards to clients, along with some other new features in 2020 that will make our clients very happy.

[askjoe]

Dear Ruth,

trucash restricted usage in russia,belarus and ukraine back 2018.
Paxum got funds back to users account...

Now you tell WFCU is responsible for balance..
WFT is the response of trucash?What was their actual function if not issuing cards ?

Originally Posted by RuthB

If you have a remaining balance on the card then you need to contact WFCU.
Paxum cannot intervene in this process. WFCU is responsible for the balance on the card.

Link to Paxum inc twitter status



.

[Klen]

Originally Posted by askjoe

Dear Ruth,

trucash restricted usage in russia,belarus and ukraine back 2018.
Paxum got funds back to users account...

Now you tell WFCU is responsible for balance..
WFT is the response of trucash?What was their actual function if not issuing cards ?






Link to Paxum inc twitter status



.

That is one year old info lol

[askjoe]

Originally Posted by KlenTelaris

That is one year old info lol

Question is why they don´t refund now?
Why should i run after my money ?

Again..Here:.

Originally Posted by askjoe

Dear Ruth,

trucash restricted usage in russia,belarus and ukraine back 2018.
Paxum got funds back to users account...

Now you tell WFCU is responsible for balance..
WFT is the response of trucash?What was their actual function if not issuing cards ?






Link to Paxum inc twitter status



.

[RuthB]

Originally Posted by askjoe

Dear Ruth,

trucash restricted usage in russia,belarus and ukraine back 2018.
Paxum got funds back to users account...

Now you tell WFCU is responsible for balance..
WFT is the response of trucash?What was their actual function if not issuing cards ?

.

Originally Posted by askjoe

Question is why they don´t refund now?
Why should i run after my money ?

Again..Here:.

This was a completely separate incident. The restriction was applied by the card issuer as a result of OFAC sanctions. Affected card-holders were given the choice to keep the card (to use in other countries) or to cancel the card and receive a full refund. This was offered by the card-issuer in light of the circumstances surrounding the restriction.

The current situation is different. All cards are functional for POS purchases, however ATM withdrawals and Funds Loading have been disabled by the card issuer.

It is a different situation and there is no way for Paxum to change the procedure applied by WFCU for clients to get refunds.

I know it's not the ideal solution, but there is absolutely nothing we can do to change it.

[PornDiscounts-V]

Go make your purchases. Or ask for a refund and to close the card account and quit your bitching.