It is appalling that this company remains in business.
A year and a few months ago, we discover we have to get a new system to process credit cards. Great! The old system sucked beyond belief.
So, I get the information for the new system. Learn the API, program our site with the test credentials, get everything good to go…. HALT! Some kind of drama between the fiscal office and this new company holds us up for 6 months.
Fast forward to around August. They’re ready to get moving again, they just need us to run a security scan on our web server and that is it. We’ll be ready to go after that!
Fast forward to January. They finally tell us we’re certified. They just have to get us a production user name and password.
Fast forward to today. They send us our user name and instruct us to call customer service to get a temporary password since it’s not secure to send a password via email. Okay. Call customer service, wait on hold for what seems like an eternity. Get temporary password. Try to log in so I can set our actual password. What happens?
If you expected me to say it worked great and we’re finally set on this new system, you’d be wrong. Instead I get this message:
“Your account is inactive. Please call your reseller to activate it.”
WOW. Amazing. So now I’m waiting for our person to do that / hear back. Do you think they’ll get it fixed today? Or perhaps sometime this spring? 2010? Before I die of old age?
Turns out they got back within an hour. Saying, oh oops, it’s fixed now, but if you have more problems call tech support again. Guess what? Didn’t work, had to call tech support again.
This guy was a piece of work. The first thing they ask for is your merchant account number, which I have from them directly in an email. Well, they actually gave us our account number wrong in the email. They left out the first two numbers. Seriously.
Anyway, this guy takes some time to figure out that it’s not our user name that was inactive like he thought, it was actually our entire merchant account. Brilliant! He couldn’t find any reason for it to be inactive though, so he just turned it back on, gave me a new temporary password, and what do you know, it finally worked.
While I was on the phone with him, I figured it would be a good time to go ahead and confirm this production URL they sent us for the web service we use to connect to their system. They sent us this in an email, with this phone number I was on the phone with at that time listed as who to call if we had questions/problems. Well this guy had absolutely no idea what I was talking about with the web service. I read the URL to him. NOTHING. Not a damn clue. I said “API” to him, and he thought I was talking about another company.
UNBELIEVABLE.
So who knows if this will work. I’m extremely skeptical.
