Netbanx / Optimal Payments UK

Charge for failed transactions

[Frank_Rizzo]

I have used Netbanx right from the start - since 2000. They have changed hands over the years and are now part of Optimal Payments.

The latest change happened in May this year and since then I have had a few issues. Customer support are slow in answering my questions so I will ask here!

The main issue is with the monthly statements. These just don't tie up with the older Netbanx statements. I can access both back office panels but the figures are different.

With the new back office panel report I see totally different Sales figures and Netbanx invoice figures. Looking at it closely I think Optimal are now including Failed Transactions in the sales figures and are charging for it?

If this is the case this is incredible. A customer tried to make a payment three times but it failed for whatever reason (entered wrong postcode, CVV number, 3D check etc.) If it is the case that they now charge for this then I got billed £11.20, which is a third of the sale price.

This can't be right. If it is then a good way to wipe out your competitors who use Netbanx is to order an expensive item and spend the next half hour failing 100 transactions. Tell me I'm wrong.

[Frank_Rizzo]

I can't believe I am the only one here using Netbanx / Optimal!

I have phoned them, mailed 3 times but they are stonewalling me whenever I ask about the charges for failed transactions.

No one is willing to say it's true, if there is a fault with their reports, or if this is a weird anomaly due to +5hr timezones or something.

[PCInk]

We use NetBanx. I've just been sent an overcharge credit note from them for June, so perhaps this is something of a mistake rather than a new policy. Have you been sent one of these?

[Frank_Rizzo]

That may be the case but surely they can give me an answer more quickly.

I first logged a call on the 19th July. There was a bit of activity shortly after that but then I could get no reply to a simple question of 'are you including failed transactions in the turnover figures and are you charging for them'.

Yesterday (after 5 days of nothing) I get a response that the back office team are investigating.

This is not good at all. How can you run a business, with planning and budgeting if the monthly reports are wrong?

Luckily for me I don't do much Netbanx trade at this time of year but what if others are dealing with hundreds of customers a month and also have this anomaly?

One other point. It is now 10:48 31-Jul-2012 GMT. I have just looked at the monthly report and it is showing that July's Statement is available for download. Jeeze, there is still over 13 hours of this month to go!

Running the report generates an error.txt file instead of the valid pdf but it is things like this that make you wish Netbanx had stayed 'Netbanx' and not merged with so many other companies over the years.

[Frank_Rizzo]

I still get an error.txt when trying to generate the monthly report for July even though it's now the third.

They are not coming up with the reason for the wrong figures so I guess I need to find an alternative.

[Frank_Rizzo]

Another month and the same problem.

Today I receive a payment from them for £44.85 I have absolutely no idea where that figure comes from. It does not correspond to the sales I had last month. I can not find any kind of credit note.

Are they supposed to be sending me copies in the post, or via email? Maybe that paper work is being blocked somewhere?

[PCInk]

Usually they send confirmation by email. My confirmations come from [e-mail] if that helps you search for it.

[Frank_Rizzo]

The last one I received from [e-mail] was 19-Jun-12. Nothing since.

I think those are discontinued now anyway. You have to download your invoices from the new Optimal Payments site?

This is what I can't work out. None of the invoices / statements on that site correspond to the payments or reference numbers. When I ask Netbanx they will not answer.

[PCInk]

You are right, I have found out they are discontinuing the emails.

I've got my log in for the new system and it is rubbish. Completely useless.

So I phoned them. They didn't seem to have any idea how it was worked out either.