Complaint Review: Private company

I have been   a Moneris Merchant customer for 4years. In June 2012. Someone got hold of my Password according to Moneris, and transferred approx $4983.00 to a prepaid card in London England.  Apparently there is an option whereby you can transfer funds on line from your Bank account, even though the individual or group never purchased anything from you. To protect yourself you must advise Moneris Solutions that you will only accept this option. if done Verbally under secure conditions. Not on line. Get it in writing. As Moneris does not like to confirm anything in writing. Strange? For a company with over 3 Billion in sales.  In my case because I reported the fraud after 1 day. I was supposed to get my money back, according to their Fraud department . After numerous calls and delays. I was transferred to a manager. Again Moneris will not confirm anything to you in writing?  Finally in the beginning of July 2012, I received approximately $2486.00  credit in my Bank account as a Visa refund. Approximately 50% of the original transaction. Then on the same day in the afternoon they remove  approximately $2486.00 from my Bank account on a Mastercard transaction

Then try to get answers from a Company that refuses to put things in writing. I dealt with Mrs. Mary Jane Timmons  Manager Customer Experience Management. Delays and no answers forthcoming.

After 6 weeks. Moneris Solutions wants to have a Telephone conference call with their management team and myself. It is setup. I ask them what type of safeguards they have in place against fraudulent transactions comparable to banks and Oil Companies. They were supposed to get back to me. As their management team could not answer  this question on the spot. To date I still never received an answer from Moneris Solutions. I asked them why they returned money to me re Visa, and then removed to it re Mastercard. They  replied there were mistakes. We asked about a Goodwill Policy.  Yes they have one. They were supposed to get back to me regarding the Safeguards and Goodwill. After 2 weeks I contacted them again. They  told me they wanted to have another telephone conference call. I told them I prefer to have their replies in writing.  They then e-mailed me

We have taken your case for final consideration and have decided there will not be any goodwill compensation provided.  Thank you for your patience and we now consider this matter closed.

In summary. You are uninsured with Moneris Solutions vs a Commercial Bank or Visa  and Mastercard. Safeguards no idea what they are. Will not  reply to customers with answers in writing. Customer service personnel tell you one thing and management tells you another thing. Goodwill Policy= Maybe Good luck policy. Very interesting business Concept. Do you want to have a Business Partner like Moneris Solutions. Ask yourselves.