We are having trouble getting our money out of our Moneybookers account. None of the options on their website work - we can't transfer the money to our bank account that we had verified when we first came to Delcampe; we can't bill a transaction fee to our credit card which shows as verified on their site; we can't get them to send us a cheque.

Does anybody know what is happening with them? Are they still in business?

same to me ! ...

After the initial sign up on Moneybookers, my account got into the same problem.

I called them and was told due to UK laws after a set time/or # transactions more info verifying who I was needed for their files.

I was able to scan and send the info via email and 24 hours later all was well again.

I had to reverify all my data a year later again. Again within 24 hrs all is well.

They do not do a good job of explaining this on their web site.

Most likely your account is locked out for withdrawals for this reason.

There is a link to a web page on the Moneybookers page that states that you can not do withdrawals. and on then on that page an email address .

Send them a scanned copy of your ID or utility bill with your name & moneybookers address on it and all should be resolved in your favor.

There is also a contact Ph# on their web site that can get you a person to explain all this.

All of this bother is mandated by UK law and is not Moneybookers fault.

What is their fault, is the poor way the website and company convey this issue to users. Which is to say.. not at all.

Avoid MoneyBookers like the plague.PayPal although it is a little more costly at least it works and when an issue arises they seem to have knowledgeable people at hand to respond to your questions.Over the last couple of months when I have asked for PayPal for sales in Europe,I have had 100% response and no direct complaints to me.
Cheers! Jim

In February 2008, they ask for a address verification code they should have send to me in Marts 2007.
this code i never have received..... so it stocks from there.
( after i had that account over 5 years )

An other problem is, you cannot online close your own account (with PRIVATE Bank card information) like you can with an Ebay account.
this is against the Danish law - according to my Bank.

I have send a complaint to them, close the account - (but the same) noting happen / no response.
Other members/bayers mail to me "just get another Bank card" - they have done that ...

....but i don't think that is the solution.

So for now i cannot use E-Wallet

Thanks for all of the responses to our questions. It is nice to know (unfortunately!) that we are not alone in having problems with MoneyBookers. Because of the time difference, we weren't able to phone them today, but we are going to try to get to talk to a real person tomorrow to see what can be done.

How do you deal with the problem of sending customers an invoice if the e-wallet is disabled?

Does Delcampe allow you to put a Paypal icon on your listings to show that you will accept Paypal?

Many thanks for all of the help.

Alister/Saskconnection

I have locked account for 2 months now and no response from MB.
Please let us know if and how was your contact with them.

Are they in business? I am in States and can't find any news about them but not sure if no news is a good news or bad.

Here is similiar post.
Link (http)

Typing '"locked Moneybookers" in Google brings so many results that I am little concerned...

Can I post Paypal icon in Delcampe auction?

We have finally been able to withdraw money from our MoneyBookers account but we're not sure which one of our actions finally worked! We phoned them a couple times but we were only able to talk to someone that said they had no authority to do anything. We emailed copies of documents proving our identity and a bank statement showing a previous wire transfer from Moneybookers to our bank account. We received no acknowledgement from them that they had received the documents so after several weeks, we went ahead and tried their 'small transfer' option and withdrew $19.00 (and our bank charged us $14.00 for the privilege of receiving this wire transfer!). We were supposed to get a verification code with the transfer that we were supposed to enter on their website. There was no code in our bank transaction record so we were wondering what to do next. When we checked the website again we discovered we were able to withdraw our money even though we didn't have the verification code that they said we needed! So we don't know what happened but we got our money out this time. Who knows when they will decide to lock it up again and for what reason. It seems this organization is seriously under-staffed and needs to take customer service more seriously than it does at present.

Saskconnection

Hello,


I agree there is a lack of communication on Moneybooker's side. We will meet them in next two months and will asko our members to explain us their difficulties on that moment. So, we will be able to discuss concrete situations with them and find ways to solve them.


Best regards, Sebastien Delcampe

Thank you very much for responding to our concerns with Moneybookers. What information will you need from us and how would you like us to provide it to you? Glad to hear that there will be discussions between Delcampe and Moneybookers to improve their service.

Alister/Saskconnection

Hello again,


To say honestly, I have few time to lead such a debate now. Within next weeks, we will come back about this on forum or with a newsletter. At that time, we will provide deeper informations.


Best regards, Sebastien Delcampe

Hi!

OK, no problem. We will watch for this in the Forum and respond at that time.

Alister/Saskconnection

I can only praise you for being so patient. This is obviously extremely important to you and to other people. I am relieved that my Moneybookers account has worked very well without any problems, and it ties in well with delcampe itself and is most convenient.

From my point of view, it is a great pity that sellers seem to be becoming increasingly reluctant to accept payment by Moneybookers, but I must admit that this is understandable in the circumstances, if they can't actually get the money.

Have you tried contacting the Financial Services Authority ?
Link (http)
They are responsible for regulating Moneybookers.

Rogermo

Thank you very much for the information. We will keep this information on file in case we have more problems with MoneyBookers. We have gone back to accepting MoneyBookers as a payment option and hope that Delcampe will be able to sort out the problems when they meet with them.

We have just gone into our MoneyBookers account and requested a cheque to withdraw our money instead of the wire transfer, which our bank charges us $14.00 to process. We will see how long it takes to get the cheque. By the way, when we went into our MoneyBookers account, they wouldn't let us access it until we changed our password!

Alister & Terry/Saskconnection

I recently went into my account, and I too had to change my password

I have had no complications at all, so this just seems to be routine. If they do it often, as they probably will, it will be an enormous problem because people will forget their password . You can have too much security. We'll see what happens.

Rogermo

Hello again,


To say honestly, I have few time to lead such a debate now. Within next weeks, we will come back about this on forum or with a newsletter. At that time, we will provide deeper informations.


Best regards, Sebastien Delcampe

I think Delcampe should look into integrating Paypal more fully into the Delcampe web site; much as moneybookers is now.

Every day we have to teach people how to send payment for a Delcampe item via paypal. It is time consuming, especially if there is a language difference between buyer and seller.

I would also suggest Delcampe look at the Google payment system. The easier that it is for buyers to pay, the more they will buy.

Stefano

bonsoir stephano,

GOOGLE? a new player has been introduced. tell us more or give us a link.

amities,
cajunsr.

My Moneybookers probem was finally solved (to remind: 2 month blocking of $5000) in somehow unprofessional way but it was solved and I got my balace back, almost. Almost because they performed kind of investigation and acused me of money transfer parctices that were forbidden so they let themselves to my $180 as a penalty then closed my account.

It shows up to be good move (what can't kill you - will make you stronger) because I discovered and replaced MB by Google Checkout.

Thew cost to receive money is 2% + 20 cents and the money go automatically to linked bank account.
They have great customer service, responsive and fast what can not be said about Moneybooker's.

I use lately Google checkout:
Link (http)

It is available only (by now) to merchants in the US and UK but most of the World can pay invoices generated by Google.

I tried to insert Google HTML "Pay now" into Delcampe listing but it did not show up so I assume that was rejected.
Wrote note to Delcampe but never received answer.

My Moneybookers probem was finally solved (to remind: 2 month blocking of $5000) in somehow unprofessional way but it was solved and I got my balace back, almost. Almost because they performed kind of investigation and acused me of money transfer parctices that were forbidden so they let themselves to my $180 as a penalty then closed my account.

It shows up to be good move (what can't kill you - will make you stronger) because I discovered and replaced MB by Google Checkout.

Thew cost to receive money is 2% + 20 cents and the money go automatically to linked bank account.
They have great customer service, responsive and fast what can not be said about Moneybooker's.

I use lately Google checkout:
Link (http)

It is available only (by now) to merchants in the US and UK but most of the World can pay invoices generated by Google.

I tried to insert Google HTML "Pay now" into Delcampe listing but it did not show up so I assume that was rejected.
Wrote note to Delcampe but never received answer.

Generally myself I have only praise for Moneybookers. It works very well for me.
But see this recent incident

Link (http)

It's perfectly obvious from reading these forums as written from different countries over many months that many people have had serious problems, even outrageous problems, which have not been properly and promptly dealt with. It's not much consolation to say that many others (like me) have been OK. After all, if 20% of the houses in Geneva had been burgled, to say that 80% had not been burgled so everything was fine would be ridiculous.

I can only agree wholeheartedly that Moneybookers needs to improve its customer service. Quite frankly, in my own experience, they seem to be employing cheap immigrant labour for this job, a job which above all others requires good communication in English. Even those who speak English well themselves and communicate their problems in good English are getting replies which show no understanding of the problem complained of, and which are written in English which is annoyingly flawed and even difficult to understand. This does not add to anyone's confidence. If, of course, the customer service staff came from the same countries as the customers (e.g. France) that would be fine, but in general this is not the case.

Also, as I have pointed out, it needs to made much more obvious that replies sent to their Customer Service team will usually go to a "no reply" address and have no chance of being read ever !

Rogermo

bonjour rogermo,
i think you have 'hit the nail on the head' as we say in america. this company does have serious problems as has been seen in numerous discussions on both the english and french forums. i wish sebastien the best of luck in his negotiations with MB to resolve these issues. and i am sure he will accomplish this mission.

amities,
cajunsr.

yes, I can relay to the language problem side of communication.
English is not my native laguage so I can understand slight difficulties but looks like there is deeper problem with understanding....
i.e. I sent my driver licence scan 3 times as requested because it was not clear enough to read the expiration date. I could read the date at 72 dpi and they could not...?
So I sent 300 dpi scan (that is my scanner limit) yet - they requested more definition picture!

Emails from them contained erepeated the same question like my answers did not reach where necessary first time.

At the end , when they closed my account - in the final email - they included note that I could reopen the account so I wrote email willing to reopen.
The answer astonished me: something, very close, in that sense: "we told you that we don't want you so why do you bother us".

It took "only" 2 months but all is behind me and...never again.

My advice to all: never, ever, keep balance on your MB account.

You might even have problems with American terms that these non-British Europeans are not familiar with. There is an example here (this one unlikely to cause a big problem, but it is an example). You say expiration, we say expiry.

I think you are right. Nobody should risk keeping a lot of money in their Moneybookers account until delcampe can assure us that the problems are sorted out, but on the other hand I believe it is more expensive for sellers to operate, if they have to make lots of separate withdrawals.

As a buyer, though, I am very satisfied indeed with Moneybookers, EXCEPT the quality of the emails they send me both routinely and as "Customer Service".

Rogermo.

P.S., You mean "relate to". This puzzled me at first. It would sound the same !

yes, it should, of course, sound "relate to"