• Report: #1087152

Complaint Review: Kitty Wireless

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  • Submitted: Wed, September 25, 2013
  • Updated: Wed, September 25, 2013

  • Reported By: Otkon — Columbus Ohio
Kitty Wireless
Searsport, Maine USA

Kitty Wireless Incompetent Verizon Reseller Searsport Maine

*Author of original report: Two words: Bring it.

*Author of original report: Well, good for you.

*Author of original report: I certainly was ripped off.

*Author of original report: I reiterate, if you can't process a payment, get out of the business.

*Consumer Comment: Incomparable Customer Service

*Consumer Comment: A Very Satisfied Customer

*Consumer Comment: simmer down

*REBUTTAL Owner of company: Constant Daily Battle Against Possible Fraud

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I am shocked that there is not a single complaint against this company. They are basically a mom-and-pop  prepaid reseller for PagePlus. But they are incompetent when it comes to processing a payment. Twice I have attempted to purchase a simple $12 plan from them. And twice my purchase was cancelled as fraudulent, even though I entered legitimate and truthful information into every required field on their convoluted website. This includes exact billing information, a required landline phone number, a digitallly e-signed form, and whatever other hoops they make you jump through just to get your financial and personal information - which may or may not result in a valid purchase. 

Apparently they prefer to call a potential customer out as a fraudulent because whatever "verification" system they use can't prove your identity as the rightful cardholder. 

They will lie and say they have attempted to call your house via the required landline number. They will accuse you of lying to them when you supply additional and correct information because whatever database they use is out-of-date or simply wrong. They will call you a liar when they can't verify the name on the landline, when nowhere in their policy does it say that the landline has to be registered in the same name as the intended purchaser.  But they will take a work number? How often is a work number registered in the employee's name. And an internet search will not always connect a random person with their employer's phone number. So they have to call the number to verify information. Yet, my home landline wasn't called? And what? They are relying on background websites to verify information. Yeah, we all know how correct and up-tp-date that information is.

This is all because of two separate attempted purchases three weeks apart for $9 a piece. When I called Mastercard to complain about this vendor's policies, even their customer service representative laughed. When people commit fraud, they try for large purchases in a very short amount of time. Otherwise there is no point. If suspicious small charges weeks apart would easily be noticed by the rightful cardholder.

Kitty Wireless had no response when I challenged their incompetence. I invited them to file a fraud claim against me. Every piece of information I gave them was genuine and accurate. I also informed them that if as a retailer they could not properly process legitimate consumer payments, then they should get out of the business. I have absolutely no trust, patience or time for company like this. More and more people are leaving landlines behind. So asking for one as the be-all, end-all of customer authenticity is ridiculous. Especially when they can't even verify a working, legitimate landline without major issues.

Don't waste your time with Kitty Wireless. If they don't take your money, then they are just collecting all your financial and person informatiom for some other reason then they insult you for good measure. 


This report was posted on Ripoff Report on 09/25/2013 05:20 AM and is a permanent record located here: http://www.ripoffreport.com/r/Kitty-Wireless/Searsport-Maine-04974/Kitty-Wireless-Incompetent-Verizon-Reseller-Searsport-Maine-1087152. 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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REBUTTALS & REPLIES:
4Author 3Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Two words: Bring it.

AUTHOR: Otkon - ()

"You can be sued for any business loss caused by your actions." Let's go. "Libel" I dare them. Everything I stated in my attempt to buy minute from these phlukhtarrrrssdds was 100% true, accurate and legitimate. Every stitch of credit card info, every requirement by their nonsensical "verification" process etc, I am covered. Why? Because it has worked elsewhere (including Calling Mart). And they need to prove that any losses were a direct result of my valid and irrefutable assessment of their imbecilic business practices. Good luck with that.   

 

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#2 Author of original report

Well, good for you.

AUTHOR: Otkon - ()

That is all I got to say to that. When they accept every legitimate payment, I might care then. Or even not. Like I said, I found a working alternative that doesn't seize my valid banking info then insult me. But instead gives me the service for which I have paid. Spend what you want, do what you want with whatever phone tickles your bods. 

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#3 Author of original report

I certainly was ripped off.

AUTHOR: Otkon - ()

Someone took my legitimate financial information then called me a fraud. And lied about their verification process to boot. So I certainly had my time and personal data ripped from me. And again, I will state the obvious - if these paranoid morons at S***** Wireless can't confirm valid payment information from the rightful cardholder, then they need to get out of a business so rife with fraud and deceit and horrible people.

I personally don't care about every excuses with which they responded to my initial complaint. They are not suited to sell wireless plans over the internet if they cannot verify valid payments. Simple as that. Don't tell me I didn't read their requirements about the landline - telling me after the fact that it might be an issue if it is not in my name. Or tell me to check with my card issuer about verification steps - they don't offer it. Excuses, excuses, excuses. Sorry, I didn't get excuses with Calling Mart. You know what I got - an ephing code for my phone.

This company is garbage.

 

 

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#4 Author of original report

I reiterate, if you can't process a payment, get out of the business.

AUTHOR: Otkon - ()

I do not care if other people have successfully engaged in commerce with this crap organization. I simply am relating my experience with their BS. And I stand by my original assessment of these p**********.

Luckily I have subsequently found a hassle-free alternative to their nonsense by doing business with Calling Mart out of Miami. Do you know why it was hassle-free because I put in my valid payment information and whammo-blammo two minutes later I had a discounted $80 PP wireless code without being ephing insulted.

So as far I am concerned Kitty Wireless can lick my r** until the end of time. I will be telling folks the correct place to buy PagePlus plans so that they are not erroneously treated like criminals because some podunk reseller wants to whine about "constant fraud" instead of implementing a proper payment process like Calling Mart.

I am quite enjoying the fact that I will never have to deal with Kitty Wireless ever again. And so will you, if you take my advice.

 

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#5 Consumer Comment

Incomparable Customer Service

AUTHOR: Robert T - ()

Background: I have been an extremely satisfied customer of Kitty Wireless almost from the day they opened their doors. I often wonder how Kitty and her staff of around half a dozen accomplished so much, so efficiently, without a hundred people working there. You are embarrassed and angry as though you were personally falsely accused of attempted fraud. Nothing could be further from the truth. You were protected from a possible attempt of fraud against you. You should be thanking Kitty and not filing an inaccurate report purely out of revenge.

My suggestion to the complainer: In my opinion this report constitutes libel. You knowingly made a false statement about Kitty Wirelless with the clear intention of harming their reputation. You can be sued for any business loss caused by your actions.

 

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#6 Consumer Comment

A Very Satisfied Customer

AUTHOR: Cardiac69 - ()

I do understand your frustration when attempting to validate your credit card. I am a Kitty Wireless customer with 4 phone lines, and have been for 2 years. I am not affiliated in any other way. There needs to be a certain amount of fraud protection in place, both to protect the consumer and the business. You say that it was a trivial amount ($9), however, if this is mulitplied by the thousands of fraudulent transactions that I am sure occur every day just in the U.S.....well you can see my point.  I jumped through these same hoops. I am glad that Kitty Wireless takes fraud seriously.  They offer customer service second to none. I will continue to recommend them to everyone that I know. I pay $84 a month for 4 phone lines, and all use Android phones.

I can see that this truly upset you, but how were you "Ripped Off"?

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#7 Consumer Comment

simmer down

AUTHOR: maryb - ()

I understand you're upset with not being able to get what you want from a vendor but this is called ripoff report for a reason. You're not ripped off unless someone takes your money and keeps it and then doesn't provide you with the service you've paid for.

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#8 REBUTTAL Owner of company

Constant Daily Battle Against Possible Fraud

AUTHOR: KittyAdmin - ()

Dear Consumer,

I am terribly sorry that you found our fraud review process to be not to your liking.  We reject 1.5-2.5% of our orders, every single day, because we cannot verify the identity of the person placing the order.  Perhaps the landline number they gave us (which is our right to require) is not in their name, or their family's name (which is requested here on our website in a big blue sign http://www.kittywireless.com/pageplus/cards.html), or perhaps they are completely new to us, asking us to email them the highest value card we sell, and not letting us apply the PIN for them.  Many times this happens when the order is fraudulent and the person placing the order is going to purchase the card with a card that is not theirs, then turn around and sell the item on eBay for 100% profit.

Perhaps the user is not using a protected card, enrolled with 3D Secure (Verified by VISA or MasterCard SecureCode).  Perhaps the user has no other data available for them that we can verify.  There are over 17 different reasons why we may not be able to verify an order, however, MOST of our customers still do have access to a verifiable landline in their name, or in their family's name, at their billing address.  We do realize this is changing rapidly and we will most likely adjust our fraud review procedures in the future to accommodate the ever changing environment of having less landlines available.

It is a constant daily battle for internet companies to  verify orders, verify identities, and fulfill orders, especially for non-tangible items such as we sell, prepaid cellular.  It would be quite different if we could ship an item, restricted delivery, and have the intended recipient sign for the package.  Many merchants who sell non-tangible items, such as we do, are tasked with their own review process to determine the appropriate level of risk they are willing to accept.

We process thousands of orders every day.  Some people do get very upset with us for us not being able to verify them, and for that, we apologize.  But, in the grand scheme of things, on average, 98% of our orders go through perfectly fine, those users get on board.

When we are unable to verify or process an order, we promptly and immediately issue a full refund for the order, or we void the pending authorization, and notify the customer.  We do not delay that decision, and we are very forthright about our decision.

To accuse us of fraud, is simply wrong and inaccurate.  If a customer comes to our website, and places an order, we use top notch PCI Compliant 3rd Party Systems for all transactions.  We do not store any customer payment information on our local terminals, and we take security EXTREMELY seriously.  But sadly, we cannot please everyone, nor can we verify every order, and for that, I apologize.

I do not have your specific order information in front of me, since it is not provided here, so I cannot review your particular case, but even if I did, I would not discuss your personal situation here on the internet, because we have more respect for our customers - verified or not - than to do that. 

I would invite you to ask MasterCard, VISA, AMEX or Discover if it is the merchant's responsibility - if we are tasked with the responsibility - to determine whether to accept an order or not.  I would invite you to ask them who accepts the liability when accepting an order.  It is the merchant.  We have to accept 100% liability for accepting an order.  Therefore, we are very very strict on our system.

If someone stole your credit card, attempted an order on our website, and we were able to verify that it was truly you placing the order, I dare say that you might be pleased with our process, instead of upset.  I realize this is not the case, but I hope you will consider the "other side" of the potential sitaution.

In closing, I would just like to say that we have tens of thousands of extremely happy customers.  You can find awesomely positive reviews for us on http://www.KittyForums.net, www.PrepaidPhoneNews.com, and other websites.  I am sorry that you had a negative experience, but your experience is absolutely not indicative of our overall performance.

Sincerely,

Team Kitty

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