Strange thing happened while ordering wheels- turned out it was a "BANK HOLD"
01-29-2008, 01:22 PM
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Sounds very strange. Were you trying to ship to an address other than the one for the card?
When I ordered my wheels (not from tire rack) I wanted them shipped to my mechanic so I had to change the address on my card to the shop address to complete the transaction. Basically, because of fraud concerns they would NOT ship to anything other than the address on file w/the card.
Everyone takes cards, but there are restrictions like shipping addr. and such. There has to more to it than TireRack just deciding they didn't like something about your order.
When I ordered my wheels (not from tire rack) I wanted them shipped to my mechanic so I had to change the address on my card to the shop address to complete the transaction. Basically, because of fraud concerns they would NOT ship to anything other than the address on file w/the card.
Everyone takes cards, but there are restrictions like shipping addr. and such. There has to more to it than TireRack just deciding they didn't like something about your order.
01-29-2008, 04:48 PM
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Sikrotor7,
After reading your post i spent quite a bit of time with Nicole and Leslie in our customer service department tracking down your order information. Your order included 19X8.5 and 19X9.5 ASA ZR2 with the corresponding Bridgestone Potenza RE050A's mounted on them. They were shipping to Tampa Florida. This is the only order for an RX8 to Florida that i show in the last several days. In speaking to Leslie about the conversation and reading the very detailed notes i have to say that i found a very different story. Actually Leslie never even spoke to you directly. She spoke to your wife/girlfriend Carolina. Per the verification policies the Tire Rack follows to protect the company against fraud there are certain pieces of information that we have to have before we will release high dollar purchases. This particular order was $2,529.00. As you can imagine we would want to make sure that every thing is legitimate before we blindly ship products out.
According to the credit cards authorizing bank, the billing information and the shipping information did not match the information that the bank had on file. This caused the authorizing bank to send a decline code. Whenever a credit card posts decline codes we always try and work out the details with the customer in the hopes there was simply a typo or a misunderstanding of the required information. In this particular case Leslie actually had a conference call with the authorizing bank and Carolina to try and work the information out. Apparently the credit card was listed under a different name. Because we could not authorize the credit card due to incorrect billing information Leslie offered alternate payment options in the hope of trying to assist you in fulfilling your order. You were also offered a discount on shipping for the inconvenience of the situation. Regrettably she was impolitely told no and the line went dead according to the notes i am reading. Later Carolina called back in and wanted to know why there was a charge on her credit card and threatened to call the police over the issue. Leslie attempted to explain the we have not charged the credit card but the authorizing bank place a funds allocation on the card due to the attempted transaction. Leslie also tried to explain that these can sometime take a few days for the bank to remove the allocation from the account. This is not our policy it is on action of the bank. A funds allocation simply means that the funds are set aside for particular sale by the bank but it hasn't been removed from the account. Leslie also offered to fax the order cancellation to the authoring bank to try and assist Carolina with the credit card issue but per customer service person with Chase bank it would still take at least 24 hours. Leslie offered again to do a conference call with the bank to try and assist Carolina and was hung up on.
Regrettably i am only trying to clarify the situation and can only apologize for whatever misunderstanding took place. However if we cannot verify the validity of a credit card we will not release the product. This is simply common sense. If the authorizing bank had the incorrect information then you would have simply needed to correct the information on file and we could have tried to resubmit the payment information. Apparently that didn't seem to be an option though. I only wish i could have assisted you with this order. But, since my name was not referenced and neither was the RX8club website i was not aware of the order or any problems with the order. From what i can tell by the order notes and speaking to Nicole and Leslie, they did their jobs and tried to assist you on several counts to no avail.
As always please place your order through the forum links for the Tire Rack or reference my name. Either way the order will be directed to me and i can make sure it process's as smoothly as possible.
After reading your post i spent quite a bit of time with Nicole and Leslie in our customer service department tracking down your order information. Your order included 19X8.5 and 19X9.5 ASA ZR2 with the corresponding Bridgestone Potenza RE050A's mounted on them. They were shipping to Tampa Florida. This is the only order for an RX8 to Florida that i show in the last several days. In speaking to Leslie about the conversation and reading the very detailed notes i have to say that i found a very different story. Actually Leslie never even spoke to you directly. She spoke to your wife/girlfriend Carolina. Per the verification policies the Tire Rack follows to protect the company against fraud there are certain pieces of information that we have to have before we will release high dollar purchases. This particular order was $2,529.00. As you can imagine we would want to make sure that every thing is legitimate before we blindly ship products out.
According to the credit cards authorizing bank, the billing information and the shipping information did not match the information that the bank had on file. This caused the authorizing bank to send a decline code. Whenever a credit card posts decline codes we always try and work out the details with the customer in the hopes there was simply a typo or a misunderstanding of the required information. In this particular case Leslie actually had a conference call with the authorizing bank and Carolina to try and work the information out. Apparently the credit card was listed under a different name. Because we could not authorize the credit card due to incorrect billing information Leslie offered alternate payment options in the hope of trying to assist you in fulfilling your order. You were also offered a discount on shipping for the inconvenience of the situation. Regrettably she was impolitely told no and the line went dead according to the notes i am reading. Later Carolina called back in and wanted to know why there was a charge on her credit card and threatened to call the police over the issue. Leslie attempted to explain the we have not charged the credit card but the authorizing bank place a funds allocation on the card due to the attempted transaction. Leslie also tried to explain that these can sometime take a few days for the bank to remove the allocation from the account. This is not our policy it is on action of the bank. A funds allocation simply means that the funds are set aside for particular sale by the bank but it hasn't been removed from the account. Leslie also offered to fax the order cancellation to the authoring bank to try and assist Carolina with the credit card issue but per customer service person with Chase bank it would still take at least 24 hours. Leslie offered again to do a conference call with the bank to try and assist Carolina and was hung up on.
Regrettably i am only trying to clarify the situation and can only apologize for whatever misunderstanding took place. However if we cannot verify the validity of a credit card we will not release the product. This is simply common sense. If the authorizing bank had the incorrect information then you would have simply needed to correct the information on file and we could have tried to resubmit the payment information. Apparently that didn't seem to be an option though. I only wish i could have assisted you with this order. But, since my name was not referenced and neither was the RX8club website i was not aware of the order or any problems with the order. From what i can tell by the order notes and speaking to Nicole and Leslie, they did their jobs and tried to assist you on several counts to no avail.
As always please place your order through the forum links for the Tire Rack or reference my name. Either way the order will be directed to me and i can make sure it process's as smoothly as possible.
01-29-2008, 09:35 PM
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apology accepted, that said tirerack wont loose my biz ill prov order from them in the future but the reason why it was been shiped to tampa its cuz i was there when cracked the wheel and i live in miami eather way i ended up borrowing a car going down to miami and buying the wheels
02-01-2008, 04:17 PM
#31
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Sikrotor7,
After reading your post i spent quite a bit of time with Nicole and Leslie in our customer service department tracking down your order information. Your order included 19X8.5 and 19X9.5 ASA ZR2 with the corresponding Bridgestone Potenza RE050A's mounted on them. They were shipping to Tampa Florida. This is the only order for an RX8 to Florida that i show in the last several days. In speaking to Leslie about the conversation and reading the very detailed notes i have to say that i found a very different story. Actually Leslie never even spoke to you directly. She spoke to your wife/girlfriend Carolina. Per the verification policies the Tire Rack follows to protect the company against fraud there are certain pieces of information that we have to have before we will release high dollar purchases. This particular order was $2,529.00. As you can imagine we would want to make sure that every thing is legitimate before we blindly ship products out.
According to the credit cards authorizing bank, the billing information and the shipping information did not match the information that the bank had on file. This caused the authorizing bank to send a decline code. Whenever a credit card posts decline codes we always try and work out the details with the customer in the hopes there was simply a typo or a misunderstanding of the required information. In this particular case Leslie actually had a conference call with the authorizing bank and Carolina to try and work the information out. Apparently the credit card was listed under a different name. Because we could not authorize the credit card due to incorrect billing information Leslie offered alternate payment options in the hope of trying to assist you in fulfilling your order. You were also offered a discount on shipping for the inconvenience of the situation. Regrettably she was impolitely told no and the line went dead according to the notes i am reading. Later Carolina called back in and wanted to know why there was a charge on her credit card and threatened to call the police over the issue. Leslie attempted to explain the we have not charged the credit card but the authorizing bank place a funds allocation on the card due to the attempted transaction. Leslie also tried to explain that these can sometime take a few days for the bank to remove the allocation from the account. This is not our policy it is on action of the bank. A funds allocation simply means that the funds are set aside for particular sale by the bank but it hasn't been removed from the account. Leslie also offered to fax the order cancellation to the authoring bank to try and assist Carolina with the credit card issue but per customer service person with Chase bank it would still take at least 24 hours. Leslie offered again to do a conference call with the bank to try and assist Carolina and was hung up on.
Regrettably i am only trying to clarify the situation and can only apologize for whatever misunderstanding took place. However if we cannot verify the validity of a credit card we will not release the product. This is simply common sense. If the authorizing bank had the incorrect information then you would have simply needed to correct the information on file and we could have tried to resubmit the payment information. Apparently that didn't seem to be an option though. I only wish i could have assisted you with this order. But, since my name was not referenced and neither was the RX8club website i was not aware of the order or any problems with the order. From what i can tell by the order notes and speaking to Nicole and Leslie, they did their jobs and tried to assist you on several counts to no avail.
As always please place your order through the forum links for the Tire Rack or reference my name. Either way the order will be directed to me and i can make sure it process's as smoothly as possible.
After reading your post i spent quite a bit of time with Nicole and Leslie in our customer service department tracking down your order information. Your order included 19X8.5 and 19X9.5 ASA ZR2 with the corresponding Bridgestone Potenza RE050A's mounted on them. They were shipping to Tampa Florida. This is the only order for an RX8 to Florida that i show in the last several days. In speaking to Leslie about the conversation and reading the very detailed notes i have to say that i found a very different story. Actually Leslie never even spoke to you directly. She spoke to your wife/girlfriend Carolina. Per the verification policies the Tire Rack follows to protect the company against fraud there are certain pieces of information that we have to have before we will release high dollar purchases. This particular order was $2,529.00. As you can imagine we would want to make sure that every thing is legitimate before we blindly ship products out.
According to the credit cards authorizing bank, the billing information and the shipping information did not match the information that the bank had on file. This caused the authorizing bank to send a decline code. Whenever a credit card posts decline codes we always try and work out the details with the customer in the hopes there was simply a typo or a misunderstanding of the required information. In this particular case Leslie actually had a conference call with the authorizing bank and Carolina to try and work the information out. Apparently the credit card was listed under a different name. Because we could not authorize the credit card due to incorrect billing information Leslie offered alternate payment options in the hope of trying to assist you in fulfilling your order. You were also offered a discount on shipping for the inconvenience of the situation. Regrettably she was impolitely told no and the line went dead according to the notes i am reading. Later Carolina called back in and wanted to know why there was a charge on her credit card and threatened to call the police over the issue. Leslie attempted to explain the we have not charged the credit card but the authorizing bank place a funds allocation on the card due to the attempted transaction. Leslie also tried to explain that these can sometime take a few days for the bank to remove the allocation from the account. This is not our policy it is on action of the bank. A funds allocation simply means that the funds are set aside for particular sale by the bank but it hasn't been removed from the account. Leslie also offered to fax the order cancellation to the authoring bank to try and assist Carolina with the credit card issue but per customer service person with Chase bank it would still take at least 24 hours. Leslie offered again to do a conference call with the bank to try and assist Carolina and was hung up on.
Regrettably i am only trying to clarify the situation and can only apologize for whatever misunderstanding took place. However if we cannot verify the validity of a credit card we will not release the product. This is simply common sense. If the authorizing bank had the incorrect information then you would have simply needed to correct the information on file and we could have tried to resubmit the payment information. Apparently that didn't seem to be an option though. I only wish i could have assisted you with this order. But, since my name was not referenced and neither was the RX8club website i was not aware of the order or any problems with the order. From what i can tell by the order notes and speaking to Nicole and Leslie, they did their jobs and tried to assist you on several counts to no avail.
As always please place your order through the forum links for the Tire Rack or reference my name. Either way the order will be directed to me and i can make sure it process's as smoothly as possible.
I commend you on following up on this issue, checking with your employees to get the whole story, and presenting it in a professional manner.
The part about the bank hold is 100% correct. (I've been in banking quite some time now)
Knowing what we now know... I think the thread title should be changed.
Enjoy the wheels and make sure YOU order the stuff next time.
02-01-2008, 04:27 PM
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jedi this thread its going to be deleted, theres no point to it as the issues have been solved, and now i know i was not been a victim of some kind of froud which it was my initial concern
thanx to cannor from tirerack for his help and really explaining what had happen
thanx to cannor from tirerack for his help and really explaining what had happen
02-01-2008, 04:28 PM
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If you delete this, might I suggest a "Good Guy" thread in it's place. Connor went above and beyond and if you delete this, no one will know that...
02-01-2008, 05:27 PM
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I can vouch that Connor really does care for his customer. I had ordered wheels/tires from tire rack and about a year or so, one of my valves fell off. I asked him if he would send me a set and would pay him, but instead he sent them to me for free.
Now that is good customer service! Am waiting for my summer tires to go bald, so that I can order my new set from tire rack (and of course referencing Connor to make sure transaction goes smooth)
Al
Now that is good customer service! Am waiting for my summer tires to go bald, so that I can order my new set from tire rack (and of course referencing Connor to make sure transaction goes smooth)
Al
02-01-2008, 10:20 PM
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yeah, knew there had to be more to this story then what we originally got...
02-01-2008, 10:46 PM
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The funny thing is that nobody told me this (what Connor said in his post) over the phone. The lady called asking if the phone number I gave was listed on the phone book, but she didn't explain anything. I was never told there was an error, or that there was a problem with shipping to a different address than my billing address. Maybe if Leslie would have explained anything, all this misunderstanding could have been avoided. Regardless, they had the cc ppl on the phone and my wife on the line at the same time. What better way of verifying it wasn't a fraudulent charge than at that moment? Not only that, but as far as I know, the funds were not available in my cc at all. Whether it was an error, hold or whatever it was; the money was not there and my bank was saying it was being charged by tire rack. If that happened to you, who are you going to believe? a stranger telling you her company didn't charge it or the bank who's telling you who placed the charge? The details of the story came to the light by Connor posting about it, otherwise I would have never found out exactly what was going on.
02-01-2008, 10:55 PM
#43
Well we've had situations where we charge a card
It gets denied but puts a "Temporary Authorization" on the client's CC.
Vendor got ZERO MONEY
Client shows CHARGED
The thing is that charge should fall off automatically a few days later. If it doesn't we provide the client's information to OUR merchant service provided, they make contact with client's bank and have the Temp Auth removed.
It's a hell of a tedious process and i can imagine larger companies just don't go through all the hoops to make it happen.
But anyways, if that's what happened then that's how we resolve those types of "electronic deboggles".
It gets denied but puts a "Temporary Authorization" on the client's CC.
Vendor got ZERO MONEY
Client shows CHARGED
The thing is that charge should fall off automatically a few days later. If it doesn't we provide the client's information to OUR merchant service provided, they make contact with client's bank and have the Temp Auth removed.
It's a hell of a tedious process and i can imagine larger companies just don't go through all the hoops to make it happen.
But anyways, if that's what happened then that's how we resolve those types of "electronic deboggles".
02-05-2008, 09:54 AM
#44
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Well we've had situations where we charge a card
It gets denied but puts a "Temporary Authorization" on the client's CC.
Vendor got ZERO MONEY
Client shows CHARGED
The thing is that charge should fall off automatically a few days later after the bank has made a few bucks on your money. If it doesn't we provide the client's information to OUR merchant service provided, they make contact with client's bank and have the Temp Auth removed.
It's a hell of a tedious process and i can imagine larger companies just don't go through all the hoops to make it happen.
But anyways, if that's what happened then that's how we resolve those types of "electronic deboggles".
It gets denied but puts a "Temporary Authorization" on the client's CC.
Vendor got ZERO MONEY
Client shows CHARGED
The thing is that charge should fall off automatically a few days later after the bank has made a few bucks on your money. If it doesn't we provide the client's information to OUR merchant service provided, they make contact with client's bank and have the Temp Auth removed.
It's a hell of a tedious process and i can imagine larger companies just don't go through all the hoops to make it happen.
But anyways, if that's what happened then that's how we resolve those types of "electronic deboggles".
02-05-2008, 10:20 AM
#45
The Professor
Well we've had situations where we charge a card
It gets denied but puts a "Temporary Authorization" on the client's CC.
Vendor got ZERO MONEY
Client shows CHARGED
The thing is that charge should fall off automatically a few days later. If it doesn't we provide the client's information to OUR merchant service provided, they make contact with client's bank and have the Temp Auth removed.
It's a hell of a tedious process and i can imagine larger companies just don't go through all the hoops to make it happen.
But anyways, if that's what happened then that's how we resolve those types of "electronic deboggles".
It gets denied but puts a "Temporary Authorization" on the client's CC.
Vendor got ZERO MONEY
Client shows CHARGED
The thing is that charge should fall off automatically a few days later. If it doesn't we provide the client's information to OUR merchant service provided, they make contact with client's bank and have the Temp Auth removed.
It's a hell of a tedious process and i can imagine larger companies just don't go through all the hoops to make it happen.
But anyways, if that's what happened then that's how we resolve those types of "electronic deboggles".
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