The official EPASSPORTE thread. (#2 of 2.)

[Joeyyungrocks]

thats good I thought epassporte pulled out which would be sads

[dlk9s]

Here's something odd.

I called ePass today and, among other things, asked about the $5/$100 fee on the initial load from a checking account. I asked because when I initiated the load last week, the system was telling me the fee was going to be $5 no matter how much I deposited. I tested different amounts and it was always $5.

So, I asked the guy if that was right and he said yes, it's only a $5 flat fee when loading from a checking account. $2 flat fee for reloads.

I told him that the website needs updating. If this really is true (and I'll see when the deposit hits on Monday), this makes ePass much better.

[SweetPea]

I'm still waiting for them to remove an authorization from my account. They were faxed the information 3 days ago and I was told it would be a maximum of 24 hours.

Called support not long ago and was told that there was a big stack of faxes and mine might be in there, but they didn't have time to look. CS rep could not tell me how long this "big ol' stack" of faxes had been piling up. Yes, I heard "Uhhh.....well.....there's a big ole' stack of faxes so..." about 5 times during the call.

I was told to call back in a couple hours and the manager "should" (again, a direct quote) be able to look in the pile for me.

[bigtummy]

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.

[SweetPea]

[ QUOTE ]
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.

[/ QUOTE ]

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.

[SweetPea]

[ QUOTE ]
I'm still waiting for them to remove an authorization from my account. They were faxed the information 3 days ago and I was told it would be a maximum of 24 hours.

Called support not long ago and was told that there was a big stack of faxes and mine might be in there, but they didn't have time to look. CS rep could not tell me how long this "big ol' stack" of faxes had been piling up. Yes, I heard "Uhhh.....well.....there's a big ole' stack of faxes so..." about 5 times during the call.

I was told to call back in a couple hours and the manager "should" (again, a direct quote) be able to look in the pile for me.

[/ QUOTE ]
Day 4:
Call CSR and finally given a ticket number.
CSR tells me that their faxes are not working at the number given on the webpage and phone recording.
CSR gives me a new fax number and assures me that this fax machine is located physically near him (he alluded that the fax number given on the webpage and phone goes to their corporate fax in another location) and that he will personally take my fax when it arrives.
15 min later, I have the merchant send another fax to the new number with ATT: Ticket #****** on the cover page.


Day 6.

Surprise, surprise, CSR can't find the fax.
Today's CSR is confused as to why I faxed to the 2nd number and not the main as they've had no fax problems what so ever.
I ask to speak with a manager and I'm told there is no manager available "for handling this type of issue".
I offer to wait on hold until a manager is available, but CSR says that isn't possible and they will call me within 48 hours.

EPASS WARNING: Epass fails Visa's Automated Address Verification (as told to me by a merchant). However, the merchants will authorize the charge before verifying your address. Some merchants (like mine) will not deal with a card issuer that doesn't conform to Visa's verification standards. Good luck getting Epass to remove the authorization and restore your proper available balance.

[ktulu22]

I signed up for EP 11 days ago and still have not received the microdeposits into my checking account. Has it been taking this long for anybody else?

[fusting4321]

[ QUOTE ]
I signed up for EP 11 days ago and still have not received the microdeposits into my checking account. Has it been taking this long for anybody else?

[/ QUOTE ]

took mine 4 or 5 business days

[questions]

Personally, I've had mostly good experiences with EP. I signed up in the days immediately following the Neteller debacle. Was very speedy. The only problem I had was that at one point, their records said I had overdrawn my account. I didn't get that because I didn't even know that was possible. So I called, and they weren't very helpful, except to say that can you please bring your account to 0. Well, soon after that guess what, the charges that had overdrawn my account were mysteriously reversed and my account was back to 0. Anyway, aside from that, I'm quite happy with them at this point.

[SweetPea]

[ QUOTE ]
[ QUOTE ]
I'm still waiting for them to remove an authorization from my account. They were faxed the information 3 days ago and I was told it would be a maximum of 24 hours.

Called support not long ago and was told that there was a big stack of faxes and mine might be in there, but they didn't have time to look. CS rep could not tell me how long this "big ol' stack" of faxes had been piling up. Yes, I heard "Uhhh.....well.....there's a big ole' stack of faxes so..." about 5 times during the call.

I was told to call back in a couple hours and the manager "should" (again, a direct quote) be able to look in the pile for me.

[/ QUOTE ]
Day 4:
Call CSR and finally given a ticket number.
CSR tells me that their faxes are not working at the number given on the webpage and phone recording.
CSR gives me a new fax number and assures me that this fax machine is located physically near him (he alluded that the fax number given on the webpage and phone goes to their corporate fax in another location) and that he will personally take my fax when it arrives.
15 min later, I have the merchant send another fax to the new number with ATT: Ticket #****** on the cover page.


Day 6.

Surprise, surprise, CSR can't find the fax.
Today's CSR is confused as to why I faxed to the 2nd number and not the main as they've had no fax problems what so ever.
I ask to speak with a manager and I'm told there is no manager available "for handling this type of issue".
I offer to wait on hold until a manager is available, but CSR says that isn't possible and they will call me within 48 hours.

EPASS WARNING: Epass fails Visa's Automated Address Verification (as told to me by a merchant). However, the merchants will authorize the charge before verifying your address. Some merchants (like mine) will not deal with a card issuer that doesn't conform to Visa's verification standards. Good luck getting Epass to remove the authorization and restore your proper available balance.

[/ QUOTE ]

Day 8:
Manager never returned my call as promised.
I called today and was told that they don't know if they have my fax or not and they have no way of checking until Monday since their faxes go to the corporate office.
Today's CSR says that once the fax is received it takes 5 business days to remove the authorization (contrary to the 24 hour timeframe posted on the site and quoted to me by previous CSRs).
I'm told to call back tommorrow and they'll be able to call corporate and confirm the receipt of my fax.

This company is a complete mess.