Declined order

[Kerney]

Tried to order from the website.

Got order declined. Called Debit card company, confirmed funds. Asked customer service to check why order was turned down.

Answer, PIN number incorrect.

So I removed the payment method and then recreated it. Came up with no prompt to enter PIN. Tried to put order through again. No prompt to enter PIN.

Second time this has happened and it is not your problem, so I will create another payment method, however due to time limits(This week) you can reset again.

Thankyou

EDIT: Saw note about weather closure. Good luck there.

[Katina Davis]

Hello Kerney,

Thank you for letting us know! I'm sorry to hear that you are having trouble getting the order to go through! I attempted to authorize the card that you had on file for the order, and we are still getting the same error message on our side: "General decline of the card. No other information provided by the issuing bank."

It's a bit confusing because we do not prompt for the PIN on your card, so I'm not sure why that error message would be appearing on your bank's end. The only thing I can think of that they may mean is the CVN number, which you should be prompted to enter at the end of the checkout process. If you're having trouble entering it on your side, we may be able to enter it on ours. (But please do not post it on the messageboards.)

I hope that this information is helpful! I will be happy to do anything I can from my end to attempt to get this issue resolved. Just let me know if you'd like me to try to submit the order from my end or make any changes to it. Otherwise, please don't hesitate to ask if there are any further questions you may have.

Thanks!
Katina

[Kerney]

They want the CVN number rather than the PIN, I miswrote. Tried to PM with the aproiate info. Last time this happened you were able to bring up a CVN prompt.

Tried to PM you to resovlve this. Saw no way to do so.

Previous solution

Quote:

Hi Kerney,

It was declined on our side with the message:
"General decline of the card. No other information provided by the issuing bank."

You shouldn't need to enter a PIN number for an online order. Perhaps the 3 digit card verification number from the back of the card, but not a PIN number.

It looks like the most recent attempt to submit it may have still had the old card data sticking on there. I have set it to use the recreated card info and you may want to try again.

Thanks!

Removed info and tried to resubmit no CVN asked at any point. Boots back to payment method.

[Diego Valdez]

Hello Kerney,

The old information was still attached to the order. I removed it and added your updated information and it submitted successfully. You will be receiving an email confirmation. You should be able to see and download the PDFs on your My Downloads page right away.

[Kerney]

Diego Valdez wrote:

Hello Kerney,

The old information was still attached to the order. I removed it and added your updated information and it submitted successfully. You will be receiving an email confirmation. You should be able to see and download the PDFs on your My Downloads page right away.

I saw this. YOU CHANGED MY PAYMENT METHOD WITHOUT MY PERMISSION.

The entire issue was that I wanted to use that card. I expressed my desire to use THAT payment method (and I had my reasons for it). Something you would know IF YOU HAD BOTHERED TO READY the original post.

I quoted another customer service representative on how to fix it and you ignored that (I thought it had been fixed permanently or else would not be using this payment method, but had explained that due to time constraints).

Instead you decided to change payment methods without my permission. The payment method you chose happened to be my mother's debit card which was there because she, not being particularly tech savvy, used my account to purchase a couple Christmas gifts and which had only not been removed because I wanted to ask her permission to leave for future similar situations. I don't know yet, but hopefully you didn't overdraw the account.

But regardless, thanks to you, I'm going to have to explain this.

So, I at this point will not touch the downloads until this is resolved. You will refund the payment and perhaps remove the downloads. Your supervisor will PM me with a phone number where they can be reached and we will resolve this.

I understand mistakes happen and until now I've been satisfied with the quality of customer service and, having done this before, I understand the job can be stressful.

That said, I would consider firing you if you worked directly for me.

Sincerely,

Kerney

[Kerney]

UPDATE.

Have resolved financial situation with embarrassing conversation with my Mother.

Will use other payment method in future.

Consider items "purchased" and will go ahead and download.

Unsatisfied with how this issue was handled. Please be more careful in the future.

[Sara Marie]

Kerney, I am sorry for the misunderstanding with the payment issues. I'm glad that it is resolved now.

If you feel you need to contact me directly, you are welcome to email me at [e-mail] (in the contact link on the left side bar).

thanks
Sara Marie