Appaling Response Rate at PROTX

We use protx as our payment gateway at a few of our sites and had an issue yesterday that left a bad tast in my mouth. A client of ours called me to say that he saw an extra charge on his card with our company’s name beside it. Naturally I was a little suprised and promised to check it out and initiate a refund.

I logged in to the protx VP admin console to take a look at the transaction in question. I could not find it. I tried all kinds of searches with no results. I then called Protx to find out what is going on. They had me on hold for 45 mins and finally when the tone began to ring (to be connected to an agent) the line went dead. I guess this might be a ploy to take some money from me (via the phone bill).

So I ended up sending an email to their support department with the issue. After 24 hours still no response. I did get an automated reply to my initial email but nothing else. So I called again today and I was put on hold for 20 mins and finally I could speak to some one. She said that unfortunately she could not just “dial in” and check our transactions (what ever that is supposed to mean) and requested that I send an email to support. I told her I already did and she said that she will escalate the matter.

So I am still waiting to hear back from them. The client in the meanwhile is getting worries and sending me emails (about having to block the card etc) and is getting frustrated. I don’t the client though. It should have a been a simple matter of refund which is dragging out.