blonde poker forum

So, there i was last Tuesday the 29th of September. I had cashed out some money from Party Poker in the morning and had just received a confirmation email that it had been processed. So i go to the neteller website, go to log in, as i would do, and then it comes up with a message, something along the lines of : "Your account has been closed, please ring us on .... or contact us via email at ...." .. Thats odd, i wonder what is going on and email them straight away asking why i have had my account closed when i have funds in there and also why i haven't been notified of it closing. So i wait for the reply.

The reply finally comes 2 days later on the 1st of October. Asking me to contact them via phone immediately. Now, our landline only takes incoming calls and you cannot dial out at all, so dialing to America on my mobile would obviously cost me a fortune. So, i kindly email them back asking them to contact me on my mobile at any time as soon as they can. It gets to Tuesday the 5th of October and i still have not heard anything, which is when i remember that you can go on live chat with Neteller. So i go to the website and i start explaining what has happened to Naomi and ask her to put in a request for me to be rung as soon as possible. She says it may take 24 hours max to ring me. Not a problem, i'll just have to stay awake.

So, 24 hours passes, at 12pm this afternoon and i have nothing except a tired body. No phone call, no email, no nothing. Annoyed? Damn right i am. So i then log onto Neteller again, and get connected to Aaron. Big mistake:

Please wait for a site operator to respond.
 You are now chatting with 'Aaron'
Aaron: Welcome to our live chat service. How may we help you?
ben turnstill: Hi, i have a problem... i asked for a request for someone to call me yesterday urgently as my account is closed for a reason which i still do not know.. They said it would take 24 hours for you to call me. It has been over that now and i still have received no call????
Aaron: Before we proceed, may I ask your security question please?
Aaron: What is xxxxxxx?
ben turnstill: xxxx
Aaron: Thank you. One moment please.
Aaron: Thank you.
ben turnstill: ok... so?
Aaron: What was the number that you provided us to call you with?
ben turnstill: why havent you got it on your system?
Aaron: We do but I would like you to tell me the number that you gave us to call you please.
ben turnstill: ok sure.. 07895 xxxxxxx
ben turnstill: Hello?
Aaron: One moment please.
Aaron: Please confirm the number that is on your account.
ben turnstill: what number?
Aaron: The telephone number that you registered on your NETELLER account.
ben turnstill: i've answered my security question and given you my mobile number, so why do you want all other details??????? You have closed my account which has money in, and never even bothered to let me know!!! So why can you not ring me on the number i provided??
Aaron: I need you to please confirm the telephone number that you registered with your NETELLER account.
ben turnstill: at a guess i would say 07849 xxxxxx
Aaron: Is that number active?
ben turnstill: but as i say, whatever one it was i registered with.. its not in use!! which is why i gave you the other one?!!
Aaron: One more moment please.
ben turnstill: waiting..
Aaron: I will see if I can get an agent to call you right away.
ben turnstill: i was told this yesterday
ben turnstill: so would like one to ring me while i still have this livechat window open please
ben turnstill: i have my phone here infront of me
ben turnstill: are you not going to answer me now?
Aaron: I'm looking into it right now.
ben turnstill: Ok, im right here ..
Aaron: An agent just tried to contact you at the number that you provided me and it says that its not working.
ben turnstill: it is.. i have it here.. give me 2 minutes..
ben turnstill: i'll check if there's a problem with it
Aaron: There has been a delay with our Canadian processor. It may take another 5 business days to actually hit your bank account.
Aaron: Please disregard the last comment.
ben turnstill: what may??
ben turnstill: ok
Aaron: Please make sure that the number that you are giving works otherwise we will need you to please call in.
Aaron: In order to better assist you with your inquiry, we will need you to give us a call. Please contact our Customer Support toll free at 00-800-77676343 and we will be happy to assist you!
ben turnstill: i am making sure.. and am doing this now
ben turnstill: I AM NOT RINGING YOU
ben turnstill: I EXPLAINED THIS YESTERDAY
ben turnstill: My number IS WORKING, i have just got a friend to double check, and to ring me
ben turnstill: IT IS FINE
Aaron: We can not get a hold of you on either number that you have provided us. We will need you to please call in.
Aaron: In order to better assist you with your inquiry, we will need you to give us a call. Please contact our Customer Support toll free at 00-800-77676343 and we will be happy to assist you!
ben turnstill: I AM NOT RINGING YOU........... YOU CLOSED MY ACCOUNT, YOU CONTACT ME. THERE IS NOTHING WRONG WITH MY NUMBER SO STOP COPY AND PASTING THAT SILLY MESSAGE TO ME
ben turnstill: are you using an international code on it???????? +44
Aaron: We are using the country code yes.
ben turnstill: +447895xxxxxx
Aaron: That is the number that we are dialing.
ben turnstill: well then make sure you are dialing it properly.. IT IS WORKING
Aaron: One moment please.
ben turnstill: if i ring you, are you going to reimburse me for charges of the call? Or offer any compensation for the time you have closed my account and not bothered telling me.. tying up all my money in there, which i wouldn't mind using/withdrawing at some point!!
Aaron: We can offer you 5000 NETpoints for the troubles.
ben turnstill: woooo! that's wonderful eh.. and what about reimbursing for the phone call if i make it??
Aaron: Unfortunately we can not do that.
ben turnstill: well, that's no use to me whatsoever.. so why don't u try dialing the number i provided agains
ben turnstill: *again
Aaron: We have tried 3 times and everytime it said that it wasn't working.
Aaron: That the number is not in service.
ben turnstill: you must be dialing it wrong then
ben turnstill: I have had two people confirm the number to me just now and ring it just to check it is working
Aaron: I am trying it right now, and its not working.
ben turnstill: do you have chubby fingers or something?

 ----- It is at this point he gets through, he then asks me my security question and drivers licence number and puts me on hold -----

ben turnstill: why have you just hung up????
Aaron: I haven't hung up
Aaron: I'm updating your account for you.
ben turnstill: well it cut me off!!
ben turnstill: what's to update?
Aaron: Your phone must have died because I put you on hold.
ben turnstill: it has not "died" ffs, it is working perfectly fine at the moment
Aaron: Your NETELLER account has been opened for you.
ben turnstill: and the reason it was closed is because?
Aaron: We needed a phone confirmation with you which is why I was asking you questions.
ben turnstill: so you closed my account completely, giving me no email to say you have done so, or no phone call.. restricting my access from my funds that were in there for me to have to answer 1 stupid question over the phone?
Aaron: Is there anything else I can assist you with?
ben turnstill: Yep, i want you to answer me that question above
ben turnstill: that is the ONLY reason you close my whole account off with no notification?
Aaron: We do that so that our clients call in and verify their identity.
ben turnstill: why can you not just email and ask people to verify
ben turnstill: rather than close their accounts and stop them accessing there money
ben turnstill: NOT YOURS, MY MONEY
ben turnstill: You have no right to do so
Aaron: The phone confirtmation has to be done over the telephone.
ben turnstill: you never answered me again.. why can you not email the person asking them to ring you, or better yet. why dont you ring them and do something for a change rather than close there accounts off??
Aaron: We have tried to call you but they couldn't get through. I called you, got through and completed the phone confirmation.
ben turnstill: that was AFTER you closed my account for a week without telling me??
ben turnstill: that is the point i am trying to make with you
Aaron: We sent you an E-mail on the first of October.
ben turnstill: AGAIN, after i had emailed you asking what has happened???!
ben turnstill: YOU DID NOT NOTIFY ME OF ANY PROBLEMS BEFORE YOU CLOSED MY ACCOUNT, i had to contact you before you decided to contact me!!!
Aaron: Our comments show that we have sent you an E-mail on the first of October. If you would like to discuss this matter further you call in.
Aaron: In order to better assist you with your inquiry, we will need you to give us a call. Please contact our Customer Support toll free at 00-800-77676343 and we will be happy to assist you!
ben turnstill: haha.. your giving me that one now are you, because you cannot handle these questions???
Aaron: I am telling you everything that I can see.


The conversation ends just after that. Now, is this just me or can anybody else see what i am unhappy about ? I have money in my account and go to log in, find a message telling me i have to contact them because its been closed and then a week later after no sleep for the night waiting on a phone call i end up talking to Aaron, who was no help at all... What a ridiculous way to verify account details.

True - I had a similar but not so bad problem with them for the same reason. I clearly had the luck to get through to slightly more intelligent operators though and not phone monkeys who don't have the initiative to think about what you or they are saying and act accordingly rather than through a script.

08703513462 ask to speak to Stephanie

I refuse to use netteller for this very reason, they have been useless everytime i have contacted them.

Use your debit card mate its easier.

Reminds me of Dell support! At least you got it sorted in the end tho. Did anyone else really enjoy reading the log?  ;hide;

Not all sites accept my debit card (Switch) which is why i had to open a neteller account to play.

I had no problems what so ever with neteller. When I came to use my account, I got a message saying that it was not verified. I thought nothing of it but recieved a phone call the next day asking me to confirm some details. They asked if I could fax a copy of my passport or drivers licence.

Once that was done, my account was activated. Simple. No fuss, no thrills.

I was sending it to my mate all the time on msn. He was pissing himself with laughter!

Its more exciting than Coronation Street!

I feel for the customer service people though sometimes...here the organisation involved clearly has rigid procedures and he is involved way beyond the point you are riled by it, so he's on a hiding to nothing

I did chuckle when you asked why you cant do the call verifcation over e-mail.....

When did i ask that? I asked why can't they ask me to contact them via email rather than close my account ?????

Is it generic that the one thing help desk's cant do is offer you any kind of 'help'.

But what about if you didn't have access to a fax machine?

I had to call them aswell, same problem, took about 2 mins to sort it out.

You must be special

Use 08452442442 to call overseas, it only costs local rate (or 12p from a 3 mobile).

They closed my account saying I was American, jeez. Took me hrs on phone to sort it out.

OI!!  >:(

If they paid bananas instead of peanuts then i'm sure my phone monkey colleagues would gladly use initiative

How did you know that it was really Neteller??

I'm only asking cos they once called me out of the blue asking me to confirm
security questions, I refused as I didn't know that it was definitely Neteller on
the other end of the phone.

I liked this
ben turnstill: do you have chubby fingers or something? :D

Glad your sorted anyway

Then you email to verifications@neteller.com the scanned images instead. But everyone has access to a fax machine cos they have them in libraries. Same with scanners and photocopiers. It costs a whole 10p.

No i just called them....

00800 7767 6343 is a UK number for Neteller.  It doesn't incur international rate costs, although it won't be a freephone number from a mobile.

Sheriff

:D I know, I was just being awkward - good comprehensive answer though  :)up

I agree that the service level is not great most times, I hope that it improves as I believe that these guys will be the route for many amirican punters in the future. If it doesnt then I am sure a competitor will appear soon.

 :D

That made me laugh too.

Like Sheriff mentioned, the number is free from a UK landline (but would be charged from a mobile, as are normal 0800 numbers anyway).  If you don't have a landline, you could have always used a payphone or a friend's?

I used their freephone number when I had a problem some weeks ago and they were fine.

Maybe you would have done better calling the freephone number from a payphone instead of staying up fpr 48 hours.

They rang me the other night. I had trouble understanding his "Bollywood" accent, but got there in the end.

TBH i cant stand NETeller, i have to use them tho as some places dont take my debit card, that and the fact i really want to keep my poker funds seperate from my bank account from now on.

It took me about 3 WEEKS for them to verify my Bank account to start my bankroll.

i then had to withdraw some money from the roll to pay some stuff off, and it took them from Monday till the following tuesday to get into my LloydsTSB account!

i think there shitty

I've needed to contact neteller support on 3/4 occasions in the psat few years.

Every time, they were very prompt, helpful and I could understand their accent.

They probably couldnt understand your's!

I also had to verify my details with Netteller and had no probs whatsoever.

When you do encounter issues with foreign call centres its all about trying to get them to think outside the box!

I had these problems with Neteller as well, and won't use them again. Your account is closed - why? - we phoned you - no you didn't - well we'll call in the next hour - no they didn't ... don't think a company has ever made me so angry. if you have a problem that doesn't fit their script it takes weeks of your life to sort it out, and all the time they're claiming they're in the right.

They're not the only ones then!  lol

Mwahhhhhhh  tankie

Neteller did this to me.  I called them and they re-opened my account.

They also suspended it when I accessed it from outside of the UK, they called me and all was well.

 :dontask:

Neteller closed my account while I was at WSOP - phone call and it was all sorted.

My only gripe about Neteller is that their Card is in Canadian $'s - so cashing out to your card , you get shafted on the exchange rate - roughly £15 in every £300

That reminds me, I need a new debit card.

M3 Boy you can get it in US instead of canadian  so they told me so you only get screwed once. 8)

Did I over react here?




Ps.. Flushy = special.

Has portfolio hacked rookies account ... pointless thread bumping isnt your style rooks  :dontask:

Boring git.

Wow that was a crazy read. What absolute jokers!

Use moneybookers instead man!!

I have had a GBP Neteller account for about three years now with little or no problems at all.

I find it by far the easiest way of moving money around between all of my poker accounts, Betfair etc., and my bank.

nb Rookie's bad experience was a couple of years ago for the not so bump-conscious amongst us  ;whistle;

I think Neteller are brilliant, my verification took 2 minutes and my account has been perfect ever since.

This guy called Ian was really helpful, he told me if i or any friends had any problems to email ian@neteller.com

I do now. Moneybookers are pretty good.

Haha totally didn't notice that!!

Yeah moneybookers seem good, prefer to just use debit cards generally though!

yup, moneybookers ftw. pretty ridic customer service rooks.

Neteller are a bunch of lobotomized chimps.  I am p*ssed off even thinking about that company.  3 years ago I deposited £500 with them and then they took me on a security merry-go-round.   I quickly lost my patience and asked them to close my account and return my funds.  For 30 days I was told by a long succession of halfwits that since I was based in the UK it would take 365 DAYS to reimburse my money.  Eventually I got through to someone senior and the money was reimbursed immediately.  At the end of each conversation an infuriating American accent would say

"Thank you so much for choosing Neteller"

By the end I would shout

"I AM NOT CHOOSING NETELLER - I AM CLOSING MY ACCOUNT - YOU ARE A BUNCH OF INCOMPETENT IDIOTS"

The would reply

"Thank you"

Total w*nkers.

I have like £1200 locked up in Neteller atm.

They said they needed proof of ID and a bill or bank statement, which i sent them like 5 days ago. Now they're saying the statement the bank stamped and stuff isn't sufficient and that my account has been locked.

Since this, i have sent various emails in the last 3 days and no1 has got back to me, so i don't know whats going on.

All i wanted to do in first place was transfer £1200 from Blonde to Party so i opened an account. Its taking for fkin ever and tiltin the hell outa me. Been like 2 weeks so far. sighhhhhhhhhhhhhhhhhhhhhh

Inappropriate americanised use of the word "Like" so neteller actions totally justified imo

oh the hatrick was there

sighhh. gr8 game.

I last used Neteller in January to withdraw about £450 to my bank account. They paid me twice by mistake. I have had two letters and four or five e-mails asking for their money. Yeah right! ty neteller!

Have they asked you to call in yet?

No. The last e-mail said if i don't settle the balance then my account would be closed.

With a debit balance? Lol wp neteller

LOL