Complaint Review: Solid Trust Pay - Bobcaygeon, ON Internet

SolidTrust Pay has been providing secure online processing services since 2006 and services thousands of clients worldwide.  Our ticket centre, phone support, livechat and various department response systems serve hundreds of satisfied members daily. The individual filing the report has been more than taken care of and all monies refunded; we refunded him more than what he originally sent to us as a measure of good faith. 

His account verification submitted on August 8, 2011 was delayed due to a name mismatch on the documents submitted.  This was corrected and the client was bank verified for his INTL bank on September 29, 2011 and his USA bank on October 4, 2011.

His merchant account application was received on November 18, 2011.  However, his application was overlooked and not attended to until January 13, 2012, after an alert by our ticket response staff to our merchant support department.  On that day, we reversed his application fee back into his SolidTrust Pay account and offered him a free application due to the long time delay and oversight on our part of attending to his application efficiently.  We did not receive a reply.  We resent the same request on January 20, 2012.  Again, we did not receive a reply.

Our payments department manager received an email inquiry on February 2, 2012 and responded immediately, stating that they were not the merchant support department, but to contact them if further support was required.  No response was received from the client until February 14, 2012.  The email received by the client was  aggressive and threatening and our payments department manager responded also in an aggressive way (for which they were sent home without pay for the remainder of the week as a disciplinary action.  SolidTrust Pay policy is that no matter how upset a client is, our responses must always be non-reactionary).  The client's account was suspended due to the threatening nature of their emails, in accordance with SolidTrust Pay abuse policies.

Where did the breakdown of communication occur?  This client was indeed writing to us, but was sending to an unmonitored 'noreply' email type address.  Therefore, his requests were never received.  He also was not receiving our emails from merchant support.  This of course resulted in extreme frustration for the client, as can be understood, and led him to write a very angry email where he threatened to post about our "horrible support" publicly, which he has.  On February 14, 2012, after their email correspondence, the payments dept manager brought his situation to our investigations department.  The client was contacted by email immediately, and correspondence between the client and our investigations dept was made.  We refunded the client 100% of his funds back to his card as well as sending him a direct bank transfer (thereby sending him more than the application fee had originally been). His SolidTrust Pay account was unsuspended and our original offer of a free application and assistance provided to him again should he ever need it in the future.