Paxum Phone Support / Security
 

Terrible. Next to useless actually.

Are Paxum able to help with unauthorised transactions over the phone ? No.
Are Paxum able to explain pending tranactions over the phone ? No.

Interesting that with all Paxum's security that our card was compromised.

How much is the fee to initiate a charge back ? $40 per transaction according to Paxum phone support.

Useless.

locker-defending-dickheads hacked your paxum? I really hope that Ruth or someone else from paxum will come here and help you asap.

I remember epass was a real Public Enemy, but there was Michael O and he was actually able to resolve every single problem and was beloved. Too bad there's no such a rep @ paxum.

:thumbsup:thumbsup

Did you try contacting Chris or Ruth first or is this another one of your attempts to make Paxum look bad?

I contacted Paxum support by phone and ticket.

I do not believe either Chris or Ruth have account access.

Paxum support is the worst of any company I've ever dealt with anywhere on the planet, including Epassporte. Seriously, they're fucking idiots and I could show you screenshots of my numerous support tickets and emails to prove it.

Ruth tries to be helpful and sometimes she is but I don't think there's much she can or will do in your case. Good luck with their clusterfuck of bullshit.

That's just retarded and I'm almost positive it's illegal here in the US. They'll be in here bright and early tomorrow morning defending that bullshit too.

Hi AdultKing,

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.

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.

With an open ticket our experienced customer support staff can reply in confidentiality with information relating to your query.

With regards to chargebacks; this has come up before, and once again I will assert that the $40 fee is NOT a Paxum fee. This is a fee charged by the Bank and is non-negotiable.

In relation to our security measures; we have multiple security features available to all clients to provide the most secure platform possible.

:warning If you haven't already done so, please open a ticket in the Message Center of your Paxum Account Control Panel and one of our support staff will reply. :warning

Thanks,

Ruth :)
[email protected]

Ruth, You refer to "the bank" as charging the $40.00 fee. Which bank or banks are you referring to that charge this fee? I find this weird, do all banks charge the exact same amount to do a chargeback or is it only the bank that owns/does business with Paxum? Is it or is it not true that charging a fee for a chargeback is illegal in the US? It's funny because I've had fraud hit my bank accounts on numerous occasions and I have never, not once, been charged a fee to charge it back.

They bank in belize. This is how they are even able to issue debit cards, just like Payoneer and Redpass. Don't like it? Use Paypal or a US bank account.

Also Ruth, here in the US we are not responsible for a single penny that fraudulently hits a bank account's debit card or a Visa/Mastercard credit card so why is "the bank" charging a fee in addition to giving the victims of fraud the runaround? If a bank ever tried that here they would be in some pretty deep shit with the feds.

Ok you have your policies, I understand that. However every financial institution I deal with will run through standard security questions and can then answer questions like this. For example if I were to ring my bank about suspicious activity they would ask my name, date of birth, a security question or two to confirm my identity. I guess Paxum doesn't have that capability - fair enough.


Done both those things. Firstly I submitted a ticket showing the weird transactions which included $1 and $4 credits and debits on the card. Unusual seeing credits of that amount. I also spoke with telephone support who said they could not tell me what the over $900 in pending transactions was but that ticket support could send me a list. Ticket support say I have to wait for them. Again if I were to call my bank they could list EVERY pending transaction immediately. Obviously Paxum can't or won't, I understand that now.

Well if the $900 in pending transactions follows the already listed fraudulent transactions of $1 and $4 then the cost assuming the average transaction is $2.50 of charging them back will be $14,400 (yes fourteen thousand and four hundred dollars). Wonderful, why bother ?

Well it's not that secure, my tightly held Mastercard has been compromised and I have not used this card anywhere I don't use my own Visa cards - which funnily enough do not have unauthorised transactions of $1 and $4 all over them. Possibly it's a case of card skimming, however I am very very careful never to lose sight of my card, I always insist on swiping the card myself and always lookout for card skimming at ATM's and point of sale.

Thank you. No, I don't fucking like it and I already have several US bank accounts as well as Paypal. Exactly why I keep a zero balance with Paxum.

That sounds like a good way to manage things. If your card was compromised and Paxum were to gouge you $40 per chargeback you might end up paying more in chargeback fees than the original fraudulent transactions.

For all of Paxum's bleating about security, if you're their customer and you get hit by fraud then don't expect timely nor helpful assistance.

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.

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).

You're better off keeping your money under your mattress than dealing with Paxum's incompetence and exorbitant fees . Good luck getting your money back.

I don't use Paxum, but are you saying that you will give information through tickets that you won't over the phone?

That's precisely what they're saying.

Which falls apart completely if the actual Paxum account itself is compromised!

Indeed.

I certainly hope they are at least making an effort to be PCI compliant. People might be very surprised to see how many servers are not.

i think you work too hard

Dear Paxum,

I suggest you find another bank that does not charge a $40 fraud victim fee. :mad:

You people still using these services get everything coming to you.

24 hours later.

"The investigation we conducted showed that the transactions, signaled as being unauthorized, along with the balance of the pending charges from your card were caused by a technical error.

Please note that your card statement and balance were corrected and that they are now showing the correct information, therefore, you can continue to use your Paxum MasterCard. Since this situation was not caused because your card details were compromised, we suggest that you continue to use your card as you normally would.

Please also note that your pending transaction details are:"

So there you have it. Technical errors caused a whole heap of unauthorised charges to appear on our card. Reassuring.

Insanity.

Who in their right mind would use them?

I payed 40$fee too, because of ATM error, i was charged money from card, but i did't got cash out at the ATM.

End of line, 40$ is ATM owner bank fee to investigate this as i understood (not paxum fee). I filled some documents, agreed to pay 40$ fee and now i wait 45 days to ATM owner bank check their balance and agree to
give me money back, and their word is last...

This was mention also in other thread about chargeback fee for bank charge or paxum. I dont understand because both paxumand payoneer use the same bank in belize but payoneer does not charge for chargeback. So something doesnt sound right with paxum saying the bank charges 40 dollars for chargeback.

Very interesting if true. Care to explain Paxum?

I like paxum overall, but their shitty systems and shitty support and shitty policies (electronic communication is more secure? really?) make it hard sometimes.

Are they paying you $40 for the error?

They didn't even say sorry for the error.

Maybe they will charge you a fee of $40 for making them investigate your account and find the error.

What is the going rate on merchant chargebacks these days?

I guess a technical error is a good excuse for "plausible deniability." :disgust

Whatever

I just wanted to confirm that Payoneer does not charge cardholders for filing disputes (chargebacks) for unauthorized charges to their Payoneer cards.

Funny how quiet Paxum have become in this thread.

I am not sure that this thread was wise in light of other ongoing projects........

Their bank doesn't charge $40.
They use the same bank as Payoneer (Choice Bank) and Payoneer says the bank doesn't charge $40 for chargebacks, so it looks like it's Paxum's own fees and they are lying about it.

In addition they just said it was a 'technical' error, without any explanation. And now there is another guy that also has unauthorized charges: https://gfy.com/showthread.php?t=1076547

looks like something fishy is going on ...

Please feel free to contact Choice Bank directly to confirm that yes, they do charge a $40 fee to process chargebacks on the Paxum Mastercard and that this is NOT a Paxum fee.

I do not personally know the specific details of AdultKing's unauthorized charges, however I do know that it has been investigated, and we are investigating jscott's situation and we will do what we can to assist our clients.

We do advise, should any Paxum client see any unknown charges on their Paxum Mastercard to instantly transfer the funds immediately from your Paxum Mastercard to your Paxum Checking Account, and then contact us rightaway. Removing all funds from the card can help to prevent any additional unauthorized charges from occurring should your Paxum Mastercard have been compromised.

I still love Ruth

Kinda weird that the same bank has a $40 cb fee for one customer and not for another customer.

Anyway is the $40 per 'investigation' or per charge?

If I'd have 10 unauthorized charges of $42 would it cost me 10x $40 to fight them? Leaving me with $20 and losing $400 ??

Just pray Ruth never leaves Paxum - she's the one that gets shit done when you have a customer service issue!

Contact info for Choice Bank

Choice Bank Limited
1 Coney Drive
3rd Floor
P.O. Box #2494
Belize City, Belize
Central America

Tel + 501.223.6850
Fax + 501.223.6853

Email : [email protected]

Safe and secure :1orglaugh

paxum support is great they sent me wrong size penis extender and when I called phone support I had no problem talking about personal data like penis size. next day my xxl penis extender arrived! a plus support!

This, my friend, is complete goddamn fucking bullshit and is the exact reason I will be closing my account today. Fuck Paxum. Fuck their bank, and fuck you too, Mallick. I know you're behind this.

Contacted today to submit new copies of my ID documents. Really? Fuck you paxum.

how did this turn out?

Fuck me, you are getting paid through belize. You get what you deserve.