• Report: #838901

Complaint Review: Solid Trust Pay

  • Submitted: Tue, February 14, 2012
  • Updated: Wed, February 15, 2012

  • Reported By: Alex — belgrade United States of America
Solid Trust Pay
PO Box 551 Internet Canada


*UPDATE Employee: Client Situation Resolved

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Solid Trust pays customer support is by far the worst I have ever come across. I applied for an account back in August and 6 months later here is what I have managed to do with them:

1) Get my credit card verified (This took 2 months)
2) Get my bank account verified (This took 1 month)
3) Open a merchant account (After 6 months this is still pending) 

They basically took my money and did nothing. You can call them by phone they will not answer their main line EVER but they have a "priority" phone number that they eventually answer and they will promise you that somebody will answer your e-mail but this is just a lie.

Their live chat support is also a fraud. Same promises, same excuses and when you complain they just switch you off. They took my application fee and they refuse to return it. Or at least they are too lazy to answer customer e-mails. OU DO NOT WANT THESE PEOPLE PROCESSING YOUR MONEY!!! God forbid you actually have a real issue and you need immediate support= YOU WILL NOT GET IT!

There are plenty of other payment processing solutions and I highly suggest you look them up. To be honest part of the blame lies with me. I should not have let this drag on for 6 months. But by then they had wasted so much of my time that it was had to just quit. I have honestly never ever come across a company that cares less about giving their customer support. 

At the moment I am forced to pressure them in to answering my e-mails by posting about their service on the net and sending them copies. Just to give you an idea of what their customer support is all about. 

This report was posted on Ripoff Report on 02/14/2012 09:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/Solid-Trust-Pay/internet/Solid-Trust-Pay-WARNING-HORRENDOUS-CUSTOMER-SUPPORT-Internet-Canada-838901. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Client Situation Resolved

AUTHOR: SolidTrust Pay - (Canada)

SolidTrust Pay has been providing secure online processing services since 2006 and services thousands of clients worldwide.  Our ticket centre, phone support, livechat and various department response systems serve hundreds of satisfied members daily. The individual filing the report has been more than taken care of and all monies refunded; we refunded him more than what he originally sent to us as a measure of good faith. 

His account verification submitted on August 8, 2011 was delayed due to a name mismatch on the documents submitted.  This was corrected and the client was bank verified for his INTL bank on September 29, 2011 and his USA bank on October 4, 2011.

His merchant account application was received on November 18, 2011.  However, his application was overlooked and not attended to until January 13, 2012, after an alert by our ticket response staff to our merchant support department.  On that day, we reversed his application fee back into his SolidTrust Pay account and offered him a free application due to the long time delay and oversight on our part of attending to his application efficiently.  We did not receive a reply.  We resent the same request on January 20, 2012.  Again, we did not receive a reply.

Our payments department manager received an email inquiry on February 2, 2012 and responded immediately, stating that they were not the merchant support department, but to contact them if further support was required.  No response was received from the client until February 14, 2012.  The email received by the client was  aggressive and threatening and our payments department manager responded also in an aggressive way (for which they were sent home without pay for the remainder of the week as a disciplinary action.  SolidTrust Pay policy is that no matter how upset a client is, our responses must always be non-reactionary).  The client's account was suspended due to the threatening nature of their emails, in accordance with SolidTrust Pay abuse policies.

Where did the breakdown of communication occur?  This client was indeed writing to us, but was sending to an unmonitored 'noreply' email type address.  Therefore, his requests were never received.  He also was not receiving our emails from merchant support.  This of course resulted in extreme frustration for the client, as can be understood, and led him to write a very angry email where he threatened to post about our "horrible support" publicly, which he has.  On February 14, 2012, after their email correspondence, the payments dept manager brought his situation to our investigations department.  The client was contacted by email immediately, and correspondence between the client and our investigations dept was made.  We refunded the client 100% of his funds back to his card as well as sending him a direct bank transfer (thereby sending him more than the application fee had originally been). His SolidTrust Pay account was unsuspended and our original offer of a free application and assistance provided to him again should he ever need it in the future.

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