[SweetPea]

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You don't fax these documents to them, you scan and email these documents to them. You'd better call them and ask for a ticket number before you send in your documents. It usually takes 7 business days (maybe longer) for them to get back to you. Whenever you call them or email, have you ticket number handy. Yes, Epass is slow, but they handle all tickets well. I have sent in the documents like 5 times, and all problems ended up solved.

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This fax has nothing to do with my account info. Epass needs a fax from the merchant that placed an authorization on my account. This merchant refuses to accept the payment because of Epass' failure to pass Visa automated security checks.

If Epass does not process this fax, the hold on my account will persist for 31 days.

Tonight's story as told to me by Epass CSR: The fax number given on the web site and on the epass automated phone menu doesn't work (even though this fax number is listed for use for my exact problem). That is the number for their corporate headquarters and the fax machine is not working for some mysterious reason. Tonight's CSR was the best of the bunch for sure. He finally gave me a ticket number after 4 or 5 calls to 3 or 4 different CSRs. He also gave me a new fax number.

No, I'm not hounding them. I was instructed to call back by the previous CSRs in the optimistic hope that their manager would have had time to sort through what was described as a large stack of faxes.

I don't get the gut feeling that Epass is shady, but rather in over their heads. Every call to customer support is an adventure. I wish I had recorded them for the nuggets of humor. Tonight's highlight was some anonymous CSR in the background saying so loudly that it bled over into my conversation, "WHAT DO YOU MEAN YOU DON'T KNOW HOW TO LOG INTO A WEBPAGE??? ARE YOU SERIOUS??"

LMAO.