So, I've not even got all of this online chat saved - but here it is - what I have of it - to try and resolve things.
By the end, they cut me off!!
Please put me on to a manager
22:02:07
Please hold on while I check on an available supervisor here from our end.
22:03:04
thank you
22:03:09
I have never, never experienced customer service as bad as yours
22:03:39
You will now be transaferred to our available officer, please hold on.
22:04:12
thank you
22:06:34
Hi. This is Merc, one of the supervisors. I'd like to confirm if this is about your payment restrictions in your account, is this correct?
Merc22:07:28
yes
22:07:40
I was told initially that my card would take 1-2 days to verify. Then 3-5 working days. I've sent a photo of both sides of my card four times, and I was asked again for it in an email I just received. Why is this happening? I would like you to resolve my payment now while you are online to me please.
22:09:36
My order is about to be cancelled and I've been waiting a week
22:11:15
Thank you for confirming. I apologize for the confusion. Our usual process is 1-2 business days however since it is Dhgate's 15th Anniversary, there is 2-3 days delay on the feedback from our Safety Center Team.
22:11:27
Please enable me to pay for my order
22:13:07
I have checked your account and I can see here that we have made a ticket escalation for your concern. The latest feedback from our Safety Team is for you to provide the card used for the transaction in DHgate ending with 8170. Do you still have this card?
22:13:13
This is the last requirement needed to confirm your payment verification.
22:13:39
I dont have a card ending 8170
22:14:24
not any more
22:15:12
I see. Have you not used any DHgate transaction before using this card endinf with the last 8170?
22:15:13
it's an old card
22:15:20
that I don't have anymore
22:15:31
I see. Is this card still active or you've already closed the account for this card?
22:16:25
It expired a couple of years ago
22:16:30
I have the same account, but a new card
22:16:41
But I now want to use a different card
22:16:52
Why can't I use a different card
22:17:00
I don't understand - I want to buy something for $15 - Its not a bank heist
22:17:23
Oh. I see. You mentioned that you sent an email to our Safety Center Team for the requirements, were you able to indicate in the email that this card is no longer active and that you have another one under the same account number?
22:18:57
I was told to send a picture of my card. I sent a picture of the card I use now
22:19:23
Are you going to release my account for payment now?
22:19:41
It's $15
22:19:53
Really??!!!!
22:19:58
This is ridiculous
22:20:03
let me pay for my product
22:20:09
Please
22:20:10
i sent a picture of the card I use FOUR TIMES
22:20:32
This is the first time I have been told that it needs to be my old card
22:20:51
I WANT TO GIVE YOU MONEY!!!!!
22:21:17
Please let me
22:21:22
Release my account so that I can add my new card
22:21:36
You have what you need
22:21:40
In lifting the restriction in your account, our Safety Center team is the one handling the verification process. In as much as I would like to release the restrictions in your account right now, I won't be able to do that. What I can suggest is to send an email to our Safety Team that you no longer have this card and the cards you sent to them is a new one.
22:22:05
That is not really good enough. I need you to solve this problem please
22:23:12
Please ask the Safety Center team to verify my card
22:23:31
I recognize your frustration and if this is something within my scope I would gladly check the information for you so I could decide immediately. However, I don't have access to Safety Center's verification process that is why I won't be able to do what you are requesting me to do. I hope you understand.
22:25:16
Can I speak to your manager please?
22:25:33
I want to speak to someone who has the scope
22:25:51
I am afraid I won't be able to hand this over to a manager. Issues being handled by our related department is something that we don't have access with.
22:26:54
What I can suggest is to send an email to Safety Center team that you this card is no longer active.
22:27:41
I'd really like to speak to someone that can help me with this issue
22:27:50
please
22:27:54
The only department that has access to the information related to account restrictions and payment verification is our Safety Center team.
22:29:06
Please put me in contact with the Safety Center team then
22:29:39
Safety Team does not have chat support. Once you reach out to customer service, we will help and quide you through the process and the rest is to send an email directly to them.
22:32:00
I have sent multiple emails to them. I don't feel that I am being helped or guided
22:32:27
I feel I am being totally disregarded
22:32:37
and being told to jump through hoops, and being given contradictory information
22:33:04
Is there another way for me to pay for my order?
22:33:17
I am here so I could guide you through with our process and to help you through in making sure that everything will be processed based on our policy. I understand your frustration and at the same time, this is the only way that we could further assist you in lifting the restrictions in your account.
22:34:52
Please send a follow up email to Safety Center Team that this card is no longer existing. I would also suggest to get a letter from your bank that card number with last 4 digits of 8170 as no existing as a proof.
22:36:25
I WANT TO SEND YOU $15!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
22:36:44
Why is that so hard?
22:36:57
I want to speak to a manager please
22:37:11
Is there anyone in charge who I can speak to?
22:37:33
Please send me a phone number
22:37:40
We have to this for security purposes. Rest assured that once payment verification is done and restrictions are lifted, you will no longer have to undergo the same process.
22:38:01
We only have chat support.
22:38:14
What can you suggest in order to resolve this situation right now?
22:38:51
What I can suggest is to have a letter or email from your bank stating that card # 8170 is no longer active(non-existing) then send an email to our Safety Center Team with this letter.
22:40:16
No
22:40:33
I'm not wasting my bank's time
22:40:41
or mine
22:40:44
you need to come up with a better solution that solves this now please
22:40:58
I understand. This is the only solution to address your issue.
22:41:17
I don't think it is
22:41:30
I want to speak to a manager please
22:41:41
Do you really honestly believe that what you are telling me is reasonable?
22:42:10
Seriously
22:42:14
You want me to contact my bank
22:42:28
Really?!
22:42:34
That is what I have been suggesting since the start of our conversation. If there is another way to resolve this I could have offered and suggested it to you.
22:42:43
You honestly think that getting a letter from my bank is a reasonable suggestion?
22:43:24
because i want to pay $15 for an order
22:44:43
Your cooperation and patience with our process is highly appreciated.
22:44:51
I have done everything you have asked for almost a week
22:45:04
and now you are continuing to ask me for things that are now unreasonable
22:45:30
that weren't made clear to me at any point prior to today
22:45:52
your cooperation is highly appreciated
22:46:14
\Please
22:46:19
help me
22:46:23
i want to speak to your manager please
22:46:41
The letter is a proof to confirm that this card is non existent. There are buyers who would say that there cards are already closed and inactive only to find out that they have an issue with their issuing bank. I hope you understand that our process and policies are in placed to make sure that our customers are fairly treated and to avoid security issues in the future.
22:48:22
I am sorry but I can't hand this over to a manager as I have given you the information necessary to address the issue.
22:48:58
What if I want to use a different card from a different bank?
22:49:51
You wouldn't know if I have an issue with the issuing bank
22:50:51
I want to use a different card from a different bank. Can I?
22:51:10
We have security measures for payment verification and once detected by our system, you may encounter this issue again.
22:52:34
What issue again? I want to pay with a different card. How do I do that?
22:52:56
You would undergo payment verification process again and once detected by our system that there are the same information, you will be asked to provide evidences again.
22:54:16
What evidences? I HAVE SENT MY CARD TO YOU TO VERIFY. What else do you need?
22:55:04
Your question was, can you use a different card. That was the answer.
22:55:33
I want to speak to your manager please. I don't agree that you have given me the information necessary to address the issue.
22:56:57
I want your safety team to verify my payment and they are not doing that. I obviously need to speak to someone else to help them complete this task
22:57:36
I am sorry but I can't hand it over to a manager.
22:57:44
Why? Is there no manager there?
22:58:22
We have a manager here but the resolution to your issue has been provided. I don't want to say this but the resolution is hard for you to accept since this is not what you wish it to be.
23:00:57
Not what I wish it to be?! Of course it's not what I wish it to be. You have kept me waiting almost a week and now you say I need to get a letter from my bank!!!!!!!!
23:02:09
I have no resolution to my issue
23:02:22
I'd like to speak to a manager who can actually resolve this issue
23:02:36
please
23:02:41
We have created a ticket report for your concern and have it escalated to our safety center team. There response was "Please offer the cards you made transaction on the DHgate ending with 8170". You mentioned earlier that this is no longer an active one so my resolution is to provide us a proof from your bank.
23:04:38
The only department that can resolve your issue is our Safety Center Team.
23:05:36
I want to talk to someone that can resolve my issue. You say that you can't resolve my issue. I want to speak to someone that can please
23:06:28
In as much as I we want to resolve your issue by lifting the account restrictions, we also need further evidence to support the claim.
23:09:10
Only our safety team can resolve your issue.
23:09:27
Please provide them the necessary information so they'll be able to work on your account immediately.
23:10:00
Do you have a manager? What is their name please?
23:11:07
First, what is your full name please?
23:11:36
Who am I talking to?
23:11:44
Merc. We are no allowed to disclose ou full name but you can take a screenshot of our conversation.
23:13:09
I don't want to take any screenshots. I want to talk to your manager please Merc
23:13:49
Merc, help me out here please
23:14:46
The information I have given earlier on what you need to do is the best help to address your issue. Only our safety center team can lift the restrictions in your account and this could only be done by sending them an email as well as the proof necessary for payment verification. We can't expedite this as we have processes and policies to follow.
23:17:29
I want to use a different card.
23:18:21
The 8170 card is not relevant
23:18:38
I don't want to use that account
23:18:48
I want to use my Israeli account to pay for my order
23:19:05
A letter from the American bank won't help
23:19:22
I dont want to use the old American card or the new one
23:19:33
I want to use my Israeli card
23:19:39
Which I sent you
23:19:42
almost a week ago
23:19:52
Please release my account so that I can pay for my order
23:20:15
in shekels
23:20:18
Hold on please. I am still checking the ticket report made.
23:23:02
ok
23:23:08
When you receive your new card, did you have a notification email for your issuing bank?
23:25:24
INSERT PICTURE OF NEW CARD CONFIRMATION EMAIL
23:27:20
But I dont want to use that card
23:27:46
Let me download the photo
23:27:54
I want to pay in shekels
23:28:00
The 5940 card is the new card and you sent a copy of the front and back of this card to safety center?
23:30:34
You can't pay using your local currency. The currency of the payment is based on the shipping address provided to your order.
23:31:18
It is the new card from my American account that I no longer use. It replaced the 8170 card. But I now live in Israel and want to use an Israeli account
23:31:34
The shipping address is in Israel
23:31:42
The amount I need to pay is quoted in shekels
23:31:51
on your website
23:31:59
on the order
23:32:01
I can only pay using my local currency
23:33:02
which is shekels
23:33:08
not connected to my old or new american cards
23:33:21
That is right since your shipping address is in Israel. We will create a follow up ticket and we will attach this notificatin from your bank.
23:34:22
I still want to speak to your manager
23:34:53
please
23:34:56
Again, I can't hand this over to a manager since all information necessary to address your issu has been provided. Please understand that we have processes to follow and we can't circumvent our process.
23:36:19
So your process allows you to refuse my request to speak to a manager?
23:36:45
Is there another way for me to pay for my order?
23:37:23
Say paypal, bitcoins, chicken nuggets?
23:37:58
Talking to a manager is part of our process provided that no resolution was given to the customer. In this case, all necessary information needed to address your concern have been laid out.
23:40:30
Anton, let us stick to the card that you sent to Safety Center Team.
23:41:08
Changing it would further delay the verification process.
23:41:19
So you can decide unilaterally that there is a resolution to my query?
23:41:41
Yes. Since it has been our process
23:41:54
Isn't the whole point of being able to turn to a superior is because I don't believe that my issue has been solved?
23:42:29
Just because you say it is doesn't make it true
23:42:56
I am supervisor and I definitely know the process.
23:43:29
What time is it where you are? Is the safety team at work right now?
23:44:05
It is 4:44AM Beijing Time
23:44:13
Safety team resumes work either at 9-10AM.
23:45:02
So I suppose that the safety team are sleeping in their hard hats?
23:45:19
They work during office hours.
23:45:47
And as a supervisor, are you not able to help me pay for my order whilst the safety team are getting their beauty sleep?
23:46:39
No since your account is still under payment verification. Let's have it verified first.
23:46:52
What if I open a new account with my Israeli card and Israeli address?
23:47:32
Does every new account need to go through this red tape to start buying stuff?
23:47:58
You can open a new account and use a different shipping address and card information(card that you have not used before). As part of our process it will still undergo payment verification. All customers are undegoing this and once approved, you can processed with your transaction.
23:49:14
You're telling me that your safety center team verify every new payment manually?
23:50:10
That did not happen when I registered for my account
23:51:10
We have automated system to detect new customers, card details and contradicting information. Once the system prompts an error, the account will encounter an automatic hold and/or limitations.
23:52:22
This is part of our security process right now to avoid fraudulent transactions within the platform.
23:52:48
So in theory, this may not happen if I open a new account?
23:54:19
In theory, it may not be. But please take note that this is an automated system working checking for data and information.
23:55:48
I'll take my chances
23:56:07
Okay. I respect you decision. Please let us know how we can further assist you if in case you need help.
23:57:06
In the meantime, when the safety team rock up to work in the morning, they will still have my verification paperwork to look over?
23:57:59
Yes. I would suggest to send an email to our safety team about the new card that your issuing bank has provided you to support the urgent follow up report we've made.
23:59:35
Can you transfer the order from my old account to my new account please? There is a discount on it.
00:00:27
No. Once we combine two accounts and your old account has restriction history, you may encounter limitations again.
00:01:58
I do not mean to rush you but I just want to make sure if you are still there?
00:05:15
I am - but I'm now going. I really hope that this will be resolved.
00:05:48
Please send them an email about the notification of your new card and explain that you no longer have the old one to support the follow up report.
00:06:35
I do not mean to rush you but I just want to make sure if you are still there?
00:09:17
Again, I dont want to use the new card from the American account
00:09:46
and according to u, I can't
00:09:58
Sorry Anton, I'd like to confirm which part of our conversation that I said I can't?
00:11:06
That i need to pay for my product in the local currency
00:11:30
according to the shipping address
00:11:39
Since your old card is no longer existing, I advised you to send them an email with the other card.
00:12:00
what other card?
00:12:22
8107
00:12:42
I dont want to use that card. And it's an american card. I live in Israel and your site shows me that I need to pay in shekels
00:13:14
i want to use a shekels card from my israeli bank account
00:13:34
Can I talk to a manager yet?
00:13:41
We're still not even close to resolving this issue
00:14:38
The curency that will be applied on your order is based on the shipping address. Sorry but I can't remember saying that you can't make a payment using your card.
00:14:58
I am afraid I can't.
00:15:23
If I live in Israel, and therefore the shipping address is in Israel, why would I need to verify an American card at an American bank? Why can't I use my Israeli card - after all, that is where I live, and where the 60 shekels is that I have to spend through your very, very helpful company.
00:19:29
That is right. Your currency is based on your shipping address. That means that since you are from Israel, the Israeli currency will be your currency. If there is a need for you to provide a different card information
e.g.
your Israeli card, please send an email to safety center for them to have it verified again.
00:22:39
Why again??? I've sent pictures of my card to your company now FIVE TIMES!!!!
00:23:15
Tell, is your manager sleeping too?
00:23:45
Can you go and wake her/him up please? Because I really, really want to speak to them
00:24:16
If you would insist for a manager, please reach us back after 1-2 hours. They are still in a meeting right now.
00:24:48
A meeting? At 4am? You're kidding
00:25:18
Yes. Chat customer service is 24/7.
00:25:41
We are following Beijing time
00:26:00
It is now 12:30 am here. I want you to ask your manager to kindly come and chat to a very disgruntled customer
00:26:07
And I mean very disgruntled
00:26:16
I understand. Please reach out back to us after 1-2 hours.
00:26:49
I have been chatting to you for over two and a half hours already. It will be 2am in an hour and a half here. I want to speak to your manager now please
00:27:49
That is right and in as much as I want to hand you over right now, they are in a meeting.
00:28:11
Please put your head round the door and ask your manager if they would mind coming to speak to
me.It's
important
00:29:00
They are in a meeting right now. If you would still insist, I have to disconnect the chat since I have given you all the necessary information to address the issue.
00:29:45
You are going to disconnect me?! You have already suggested a variety of unreasonable solutions to my situation, the latest being to ask the Safety team to verify a foreign card on an account that I no longer use.
00:31:24
How is that all the necessary information?
00:31:45
I'm absolutely no nearer to a resolution than I was when I started this chat
00:32:03
I am sorry but I think I have given you the necessary information to address your issue. Please comply with the requiements so we could help you with your payment verification. I will be disconnecting this chat now. Thank you for contacting DHgate and have a great day!
00:33:42
The chat is already ended.
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