Sorry, just have to rant. These guys froze my account to "limited" status. Without reason. Here's my customer service thread. NO warning, nothing, didn't even tell me until I filed a ticket. Seriously, fuck those guys
-->FIRST TICKET
Account: Limited - Why
vincelin
Guys, my account was never "limited" but not it is.
Why and how do I get unlimited status? I can't transfer any money to my accounts
RESPONSE
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Paxum25 Re:Re:Account: Limited - Why 2015-07-13 05:14:03
Dear Mr. NAME
Your account has been limited pending an investigation. While your account is limited, you cannot transfer or withdraw funds.
Best regards
Please help us serve you better by taking a few moments to fill out the Customer Satisfaction Survey
-->SECOND TICKET
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vincelin Re:Re:Re:Account: Limited - Why 2015-07-13 14:06:16
What type of investigation?
How long will it take?
I just transferred XXX into the account last week and now you you tell me this?
What I can do help speed up the investigation?
Come on guys please help
Thanks
-->3RD TICKET
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vincelin Re:Re:Re:Re:Account: Limited - Why 2015-07-13 14:11:18
Listen, if you guys are going to hold my account in pending investigation for a long time (i.e. more than 2 weeks), I'd rather just close my account and have the remaining funds wired back.
Please advice on nature of investigation and timeline
Thanks
-->THEIR RESPONSE
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Paxum25 Re:Re:Re:Re:Re:Account: Limited - Why 2015-07-14 02:36:52
Dear Mr. NAME
We are unable to disclose any additional information regarding the investigation at this time. Rest assured, once any updates are available, you will be notified.
Best regards
Please help us serve you better by taking a few moments to fill out the Customer Satisfaction Survey
--->MY RESPONSE...
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vincelin Re:Re:Re:Re:Re:Re:Account: Limited - Why 2015-07-14 03:16:24
Wow, that is so vague.
You can call me at XXXX if you have any questions
The way you guys are doing this is really uncool, and other affiliate marketers in my same building agree.
--->THEIR STUPID RESPONSE...
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Paxum25 Re:Re:Re:Re:Re:Re:Re:Account: Limited - Why 2015-07-14 06:49:30
Dear Mr. NAME
Once a decision has been made regarding your situation, you will be notified immediately. We are unable to disclose any further information at this time.
We appreciate your patience.
Best regards
Please help us serve you better by taking a few moments to fill out the Customer Satisfaction Survey
Reply Reply Quote Quote
vincelin Re:Re:Re:Re:Re:Re:Re:Re:Account: Limited - Why 2015-07-14 23:13:39
--->MY FINAL RESPONSE...
Hey guys
I'm writing to you from a place of honest feedback. The way you are handling my account is so unprofessional and uncool, it's really amazing to see!
If you cannot figure out a way to unfreeze my account my Wednesday end of business your time, please consider this message a formal legal request to withdrawal all my funds and close my account.
Here is my bank info, you can charge wire transfer fee to me:
BANK INFO
You know, we thought paxum was be a useful ally in our business, but all you have done is aggrevate and delay our processes.
The only possible infraction I can think of is that a few months ago, I create another account under "NAME". As we stated earlier, you guys denied our application based on that name, even though it is being used by me here in the US and on all my credit cards
And if I may of service to you on your customer service:
1) Nothing was never told to me until I filed a ticket that my account was "limited" and I can't move money. You should have a email notification of this
2) you guys conveniently did this right after I transferred funds over last week
3) If you're going to "investigate" someone, you need to have a reason, or at least an initial infraction as to why that is, with a timeline. You have given us neither, and imagine if that was you - this can be extremely annoying
Please follow my instructions for the wire transfer and close my account if you cannot return me to standard services by end of day Wednesday, July 15 2015
Thank you
NAME
_________________________________________________
Since this is Q&A, I guess, has anyone else experienced this and how did you deal with it?
Thanks
You may want to get in touch directly with Paxum reps, such as Ruth (Email: ruth@paxum.com ~ Skype: PaxumRuth) or Chris (chris@paxum.com)
They are pretty active on gfy.com (example http://gfy.com/fucking-around-and-pr...via-paxum.html )
thanks Shogun
Tried emailing Ruth and Chris, no reply
My last update:
Paxum Reps:
Please stop being bullies and give me my money back.
You can close the account, we no longer require your services.
Thank you
No replies
It has been almost 2 weeks
That's crazy someone can do that.
Be careful if you use Paxum.
We should start looking for alternatives
I am NOT surprised to read this, and glad someone spoke out against these guys. I am no stranger to banking & payments, in fact I know it quite well coming from a financial services background in my past life. So when reading my comments below, note that my reference point isn't only my own experience with Paxum, but also what I have seen as common practises in my previous experience.
I will start off by making it crystal clear that Paxum's customer base, and who they cater too, is the recipients of their payments, not the payor (the affiliate). This became apparent to me during a Skype discussion with one of my traffic sources, when I told him Paxum could cause a storm with clients. This was his response:
"we have had no problems with them and they take on a lot of risk with clients, but i don’t work in finance. furthermore they are big sponsors of our events so they have been nothing but good to me and i know the ceo personally"
See where their marketing budget goes. Nothing more needs to be said on that.
The one case I used Paxum (because there was no other alternative with this traffic source at the time), they randomly delayed my 2nd payment (was for only $100) for 48 hours for a manual review. When I complained and told them they were delaying my campaign, creating opportunity cost, this was their response:
"The reason your funds were not credited immediately was because the transaction required manual review which is done by a human operator and it was credited after it was reviewed. The risk of a transaction is calculated independent of previous transactions, therefore, although in the past your transactions did not require manual review, it doesn't mean that future transactions will not require it either."
Because of this situation, I contacted the traffic source, and found another way to get funds to him immediately. Then I went back to Paxum, and asked that they refund me the payment, as I didn't need it anymore because of their unnecessary delay. This was their response:
"Regarding the described situation, although we understand your point of view, we cannot be held responsible for transactions that pose a high risk and require manual verification.
Since the funds added from your external card funds were credited to your account the correct fee was also deducted for the transfer.
Taking into consideration your entire situation we inform you that a refund can not be provided as there were no errors in processing this transfer and all the rules and regulations were respected."
I don't disagree with them from a legal perspective, but what happened to going the extra mile for one's customer?.......but wait, remember my point above, where do their marketing dollars go and who are their customers....here is a quick excerpt of my quote above from a traffic source, "they are big sponsors of our events so they have been nothing but good to me"
My final point here is I realize that there is risk in the payments business, and having a manual review can be a necessary evil BUT it isn't the review that is the problem with Paxum. It is their utter lack of regard to the issues facing the purchaser/affiliate, and complete unwillingness to work with them. I have had 3 manual reviews with PayPal (out of 1000's of payments), and all 3 times I called PayPal, explained the difficulty of the situation, and had my payment sent immediately by either the agent on the phone or their manager.
My advice to you all: Stay away from Paxum. If you encounter a traffic source that has no other viable options, communicate to them what you have heard, and request that they get other options.
Having been in this business for a few years, I have seen a lot. I generally make it a practise not to rant publicaly. Unfortunately in this case, I believe it is so bad, that I would be doing a disservice to the community by not sharing this.
Thanks Mark
I'm seriously upset at Paxum. I dont get angry often. Their customer service responses are really funny or infuriating.... esp if you're the customer.
Not only do they not care... they're just bullies.
my paxum is limited now.
Why? i recieve the same reply as you.
Isnt paxum the card service that most people use on their farmed facebook accounts?