The following morning, I tried again
thanks
08:48:42
Thank you for patiently waiting.
08:50:08
It seems that our Safety Center made some limitations on your account. So you cannot pay for the order using a credit card. Can you send me the screenshot of the email you sent to our department please?
08:50:44
08:52:20
That is now the sixth time I have sent my card to you in the past week
08:52:23
Oh, let me check if there are reports here.
08:52:41
I just checked the report and found this respond from our department:
08:54:14
Dear valued customer, Good day! To verify your account and order/s, please provide us pictures of the front and back of your card ending with 8170. If you are hesitant to send the complete details of the photo, you may cover some of the details on the card. Just show the first 6 and the last 4 numbers of the card. You can cover the expiry date and the code at the back of the card.
08:54:15
This card no longer exists, nor the account that it was attached to
08:54:37
I lived in the US. This was a US account
08:54:47
I now live in Israel
08:54:52
I want to pay with my Israeli card
08:54:59
Please help me pay for my order
08:55:07
Thank you for the information, did you explain this to our safety center?
08:55:41
Yes. Please put me on to a manager
08:56:00
I understand that you want to speak with them however you will still get the same information.
08:56:39
What information?
08:56:47
What should I be doing?
08:57:01
Our safety center needs to know why you can't provide them that specific card. That is why I am asking if you have let them know about it?
08:57:07
I have been waiting a week
08:57:15
Can you tell the safety team to allow me to pay for my order please?
08:57:33
Clearly my messages are not being dealt with by them
08:58:34
If that is what is on my account
08:58:40
Yes we have let them know, but they asked for that card. However since you don't have that once kindly email them once again and confirmed that you only want to use your Israel card, as you don't have that specific card at alll.
08:58:52
I have already written that to them
08:59:05
The message you sent me about verifying my old card is still on my account
08:59:26
I have been waiting a week
08:59:37
Can you show me the screenshot where you already emailed them telling them that?
08:59:42
THis is infuriating
08:59:47
I understand that this might be inconvenient for you, however we are only doing this to make sure that your transaction is safe and secure.
09:00:25
We would like your cooperation once again to tell them why you can't provide the card they are asking for.
09:00:42
09:01:41
I don't feel I'm getting anywhere
09:01:56
I'm still being asked the same questons
09:02:03
and being asked for the same screenshots and emails
09:02:12
and nothing is moving
09:02:18
Oh you just message them about it yesterday.
09:02:31
I've been instant chatting and sending emails for a week
09:03:01
Allow them to respond within 24-48 hours due to time differences, and they just get back today from weekend. And also please do explain why you can't provide that specific card.
09:03:05
Every day
09:03:08
for a week
09:03:11
explaining my situation
09:03:16
Why has nothing changed
09:03:23
I've been told 24 - 48 hours for a week
09:03:36
We are referring to the new email you sent.
09:03:46
Please. I'd like to speak to a manager.
09:03:55
Ofcourse we do have time differences.
09:03:56
Alright, I will check a supervisor for you then.
09:04:08
A week is not a time difference. A week is terrible customer service
09:04:15
I am checking a supervisor now.
09:05:29
thank you
09:05:33
I will send you to our supervisor now.
09:06:58
thanks
09:07:02
Now Adam has joined this chat
Hi there. This is Adam, the available Supervisor who will continue to assist you.
Adam09:08:40
Mae left this chat.
Hi Adam
09:08:49
Allow me 2-3 minutes please to check the records to get more details about the report made for your account.
09:08:51
Are you able to solve problems?
09:08:57
Because I have a small problem that has gone on for a week now
09:09:10
Please stay on the line for me to check what I can do differently.
09:10:48
great
09:10:56
thanks adam
09:10:58
I believe that you can help me
09:11:04
I will do what I can do.
09:11:15
Thumbs up
09:11:28
hello
09:16:42
Welcome to DHgate. We would like to invite you to visit and like our DHgate New Facebook Account: DHgate Customer Service. We will provide timely service and really helpful guidance for your purchasing on DHgate. Please click this link: https:
www.facebook.com/DHgateSupport/
or search DHgate Customer Service on facebook to like it.
Hi, thanks for contacting DHgate Customer Service. My name is Joy. Can I please have your name and order number?
09:19:21
Hi
09:19:25
Hi, this is Joy. May I know you name and your concern?
09:19:28
I got cut off from adam the supervisor'
09:19:35
he was in the middle of trying to help me
09:19:41
please can you put him on again
09:19:49
I do understand that you want to speak to Adam. Hold on, please.
09:22:02
HI. This is Adam again. I encountered a system issue earlier. Allow me please to continue to assist you. I apologize for the inconvenience.
09:22:24
Hello
09:22:32
i have you managed to resolve the situation?
09:22:55
I am still checking for the information here. Please bear with me.
09:23:34
ok
09:24:16
Thank you for waiting. Upon checking it here, there's feedback stating that they need you to provide the photos of the card ending in 8170. May I know if this card is no longer available?
09:26:27
Again, this is an old card on an old account in the USA.
09:26:48
I have since left the USA and live in Israel
09:26:55
I want to use my Israeli card, connected to my Israeli account, and have my orders shipped to Israel
09:27:17
the US card and account is no longer in use
09:27:24
Yes I understand that and for this matter since you don't have that card anymore, allow me please to ask if what other information they need to ask from you as an option.
09:27:54
I understand that but for the card, did you throw it away already?
09:29:23
It expired two years ago so I disposed of it
09:29:48
Okay. I got it. I will inform the higher department now about this.
09:30:11
Will you succeed in solving this problem?
09:31:27
I still need to coordinate this with the related department as I am not the one who have the access to remove the restriction on your account. There's a department who can handle it.
09:32:20
And you are in contact with them now?
09:32:46
Yes, I am contacting them now. Please stay on the line.
09:33:02
you are a very helpful supervisor. thank you
09:33:15
You are welcome. I appreciate your patience.
09:34:26
I just want to confirm, for that card asked by Safety Center, did you use it before in paying for your order?
09:34:58
I mean did you pay it before using your first order?
09:35:18
I don't have the 8170 American card anymore. I did not try to use it
09:35:27
Yes I understand and I just want to confirm if you used that before in paying for your order?
09:35:29
I want to add my Israeli card
09:35:33
What they are asking here is that, if you did not use that card before for payment, how come it's recorded on your account?
09:35:55
I used to live in America
09:36:06
Just answer the question please.
09:36:14
I ordered using that card until two years ago
09:36:18
Okay. Thank you.
09:36:22
I have since left the US
09:36:32
I no longer use a US account
09:36:40
I live in Israel
09:36:46
This is noted. Please give me a few minutes to coordinate with the related department.
09:37:08
thank you
09:37:12
You are welcome.
09:37:48
Hi. I just received feedback from them that you need to provide a bank statement to prove that you are the owner of that card ending in 8170. They will not remove the restriction if you can't provide the information they need. They just need a proof that you are the owner of that card for security purposes.
09:39:55
ok
09:40:04
hold on
09:40:07
Sure. Thank you.
09:40:13
09:41:06
Here is my statement from the US
09:41:14
with my name and the card 8170 shown
09:41:22
Ok?
09:41:29
Hold on let me forward this to them if this is accepted.
09:41:41
Fingers crossed
09:41:48
I am waiting for their feedback. Stay on the line please.
09:45:07
ok
09:45:19
Hi. Thank you for waiting.
09:49:04
They need detailed information like showing the order placed for DHgate.
09:49:22
Can you generate that information please?
09:49:28
There should be an amount deducted on your account for an order on DHgate.
09:49:45
I don't mean to rush you, are you still there?
09:53:20
It seems that we got disconnected. If you have any other questions, please don’t hesitate to get in touch with us and we’ll be happy to assist you. Thank you for contacting DHgate. Have a great day!
Adam09:55:42
hello
09:56:54
Welcome to dhgate. we would like to invite you to visit and like our dhgate new facebook account: dhgate customer service. We will provide timely service and really helpful guidance for your purchasing on dhgate. please click this link: https:
www.facebook.com/dhgatesupport/
or search dhgate customer service on facebook to like it. Hi, this is Eleven from dhgate customer service center. Can I have your name please?
10:09:54
Please put me on to Adam the supervisor
10:09:57
I was cut off
10:10:01
my name is anton
10:10:19
i know it
10:10:31
please let me help you check
10:10:40
Can you put him on again
10:10:46
please
10:10:49
he was helping me resolve my issue
10:10:56
please let me check if online
10:11:11
thanks
10:12:11
Thanks for your
waiting.I
checked and found Adam doesn't online now friend
10:13:34
how can i help you ?
10:13:57
I want to pay for order number Order NO:3139868008
10:14:34
I need my card verified
10:14:40
i have been waiting a week
10:14:47
i can help you urge the safety center
10:15:50
thank you. can you ask them if they still need anything from me please
10:16:15
yeah, please let me check it
10:17:32
I checked the safety center replied you "Dear valued customer, Good day! To verify your account and order/s, please provide us pictures of the front and back of your card ending with 8170. If you are hesitant to send the complete details of the photo, you may cover some of the details on the card. Just show the first 6 and the last 4 numbers of the card. You can cover the expiry date and the code at the back of the card.2019-08-27 02:52:02".
10:18:50
Can you check if Adam is back online again please?
10:19:19
sure
10:19:26
Adam deoan't back online friend
10:19:47
The safety center need to verify my card in Israel
10:20:15
not my American card ending 8170 which no longer exists
10:20:29
they know this
10:20:37
please ask them at the safety center who was dealing with my case
10:20:50
and ask them what they need from me
10:21:01
that message is now irrelevant about the 8170 card
10:21:10
they know that too
10:21:16
they check your account and they need to verify your this card , this is the feedback from safety center dear
friend.You
can see they replied you today.
10:21:59
I dont have that 8170 card, it is a card that i used until two years ago when i lived in america
10:22:37
i now live in israel and want to use my israeli card. i want to ship my order to israel and pay in shekels
10:22:54
the message from the safety center about the 8170 is not relevant
10:23:10
do you understand
10:23:14
?
10:23:15
yeah, i understand you friend
10:23:17
please tell them this
10:23:24
of course, i will help you send the true to safety center (with thumbs up)
10:24:16
please rust us
10:24:44
mmm
10:25:51
are you talking to them now?
10:25:58
yeah
10:26:23
i have already helped you tell them, they reply me if you provide the payment record or bank statement
10:26:52
I have sent the bank statement from my 8170 card
10:27:12
they need a bank statement from my new card?
10:27:21
you have already sent the bank statement from 8170 card. But they didn't verify it for you , right?
10:28:33
no
10:28:48
i am still waiting
10:28:52
i dont know what they did with it
10:28:58
I want to add my israeli card and pay for my order
10:29:06
i understand you
10:29:50
do the safety center have everything they need from me?
10:30:04
please let me check
10:30:13
Order NO:3139868008
10:31:22
thank you , i got it.
10:34:23
could you contact your 8170 card issuing bank to get the Authorization number? Then you can send to safety center.
10:35:09
What is an authorization number?
10:35:26
I no longer live in the States
10:35:34
I now longer have that card
10:35:39
authorization for what?
10:36:07
Authorization number is a six-digit number or a combination of letters with numbers. You can only obtain it by calling your issuing bank.
10:36:15
authorization for what?
10:36:27
That card no longer exists
10:36:32
I cut it up
10:36:37
It expired
10:36:39
2 years ago
10:36:43
I want to verify a new card with you
10:36:54
My local Israeli card
10:37:01
Why is this so hard?
10:37:06
please don't worry, i have already told to our manager, they will check the solution for you
10:37:45
thank you
10:37:50
then we will send you the email with the solutin, okay?
10:38:02
so the safety center dont need anything else from me?
10:38:16
not for now dear friend.we will contact you with email, antonmarks@hotmail.com is this okay?
10:38:59
yes
10:39:03
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