Firepay Account Disabled with Money Inside, Support Refuses to Respond

[evanski]

Mods: If this is not the correct forum please move, or PM me and I will repost elsewhere.

My Situation: I play poker for a living. I use firepay to move money in and out of pokersites. I initiated a cashout for 10k from pokerroom.com approximately 3 weeks ago (I have the exact dates and if need be I will look up and post them). Two days later, I receive an email from pokerroom that my cashout could not be processed because my firepay account has been disabled. I check through my email more carefully and notice that I have not received anything from firepay. I attempt to login my firepay account and get an error message. I fire off an angry email to firepay asking for an explanation. I never get a response to this email, but a day later I get this:

> Hi XXXXX,
>
> Your account is currently disabled. In order for us to enable your FirePay
> account, please fax a clear, legible copy of the first page of your bank
> statement and your driver's license or passport to 1866-525-1432. Please
> make certain that your full name and bank account number are visible.
>
> Please include your ticket number in the fax: XXXXXXX
>
> This procedure has been created to protect your bank account from
> fraudulent use.
>
> Thank you in advance for your patience and cooperation in this matter.
>
>
>
> Israel M.
> FirePay Personal Accounts
> Consumer Underwriting


OK, well, it would have been nice if theyd emailed me about this before they did this, but I can deal with this. I fax them all of the necessary documents 3 days later. A week goes by, nothing. No email, no account reopening. I fire off an angry email:

I faxed all of the info you requested. Why has my account not been
reopened? This has been a severe inconvenience to me and the fact that you
have not acted quickly has me considering a switch to neteller. I am a very
high volume customer and Im sure that they would treat me better. Please
respond.


3 more days go by, nothing. I write another email:

Ive faxed you all of my documents and sent you several emails. When
can I expect to hear back from you? This is an absurd way to treat
you customers. If I do not receive an explanation and apology soon I
will not ever be using your service again.


5 more days go by. I got this email today:

Hi XXXX,

Your FirePay account was disabled due to the high payments volume that you have received from merchants.
Over the last year you have received payments totaling $1,207,080.
Please explain the nature of these payments.

Any additional information will be greatly appreciated.



Israel M.
FirePay Personal Accounts
Consumer Underwriting

Do I have a right to be pissed off here? They mentioned nothing of this in their original email, and have taken an absurdly long time to respond to me. I have somewhere in the neighborhood of 20-50k currently sitting in my firepay account. This has been a real inconvenience to me as I have had to withdraw money from my investments to cover expenses and bills in the time my account has been locked. I have searched their site for a phone number to call, but have come up empty. I did find this passge though, which I found to be humorous: "If you have a question or comment about FirePay, please complete the form below. At FirePay, our Customer Service agents are online 24 hours a day, 7 days a week. We will respond to your inquiry within minutes. "

I just drafted a response to them referring them to this thread. Has anyone has troubles like this with firepay? Can anyone offer advice? I dont think I will be using their service again after all this gets sorted out. I advise others to do the same.

[pshabi]

[ QUOTE ]
I dont think I will be using their service again after all this gets sorted out.

[/ QUOTE ]
Yeah, I don't think that would be the best idea either!

But seriously, I feel bad for you, but this is not the first time I've read something like this here. This is the most money I've seen involved though. Unfortunately, I've never read where this type of thing has been sorted out.

www.neteller.com

[Muisyle]

It looks like they think you are money laundering or something. This seems pretty inexcusable though, I would be extremely pissed.

[StellarWind]

Why do people do this all the time when something goes wrong?

[ QUOTE ]
I fire off an angry email to firepay asking for an explanation.

[/ QUOTE ]
Your very first email to FirePay on this subject is "angry"? That's not very wise on your part. A polite email is at least as effective and does not risk angering someone in a position to screw you.

Do you checkraise people because you are angry or just when you think it's the best play? Angry emails to customer support should be the same. Use them selectively as tools to get what you want and find some other way to vent your anger.

[MrBlueNose]

Why would you not just phone them, rather than send numerous e-mails that aren't getting any responses?

[Sponger.]

[ QUOTE ]
Over the last year you have received payments totaling $1,207,080.

[/ QUOTE ]

Thinly veiled brag post?

[DuderinoAB]

This is why you use Neteller. Firepay screws you when you are a high volume customer. Neteller just makes you a VIP.

[vilemerchant]

Why were you considering a switch to Neteller and not using Neteller in the first place? Firepay has ALWAYS either stolen or 'lost' money, ever since it began. Keeps us updated on how you go with these thieves.

[mayday4379]

I've had the exact same situation with Firepay. Once it gets resolved, i will NEVER use firepay again.

[Tider92]

Number for fire pay that i used when I had a problem. they claimed a checked had bounced when it had never been sent to the bank. I now use neteller.

1.866.356.3195