April was a complete swing and a MISS for the Hyve at Matty's DR-flavored festival of fail.
75 of the most stressed out minutes of my life went down on 4/16/2012.
I ran to the bank to fully load my account for a big Matty day purchase. Cash handed to a human teller = instant access to funds.
I checked online once I got home, and the account was fueled for war.
Noon arrives. The moment everything goes on sale, I place my order with almost no WSOD but get a
PAYMENT AUTHORIZATION FAILURE.
Hmmmmm... Never had this.
I try again and again and again to send Matty my funds with no luck.
I call the customer "service" to attempt to place the order over the phone.
After 30 minutes or so, I try calling my bank and get stuck in some labyrinth of "press 1 for..." that leads me to the
FRAUD PREVENTION DEPEARTMENT.
Turns out, my BANK placed a HOLD on my card the very moment they got a large order placed for a company called
"DRI MATTYCOLLECTOR, A computer software company in LUXEMBOURG"
The 85 attempts I'd made to place my order in that hour had the fraud prevention sirens going off hard.
The Bank employee at the Fraud prevention dept explained that Digital River has a notoriously high rating for online fraud cases.
So if your bank is PROTECTING YOU, this may have also happened to you.
I eventually got my bank folks to lift the hold, but not before my items were SOLD OUT.
Matty customer "service" then felt quite a wave of my crybaby toy tantrum wrath. My Peggy that day was going by the name "Kevin."
There's no way in Despondos this was dude's name. Once I explained the situation, he claimed to see an "order completed" status on his end. I was led to believe that the order was confirmed, but payment would process until a day later.
The next day, I follow up on an email I got that said this:
Thank you for your interest in MattyCollector.com. Per your request, we have reviewed your order and it is now ready to be completed.
To complete your order, visit the link below. You will be asked for your order number and password. When your shopping cart appears, verify your address and payment information, and continue through the checkout process to complete your order.
This seemed promising. BUT, once I got there and entered my code, they linked me only to my completed SUBS, not the big order I was so concerned about.
This day's call to customer "service" ended with actual blood pressure issues and foul mouthed rage.
Today's peggy tells me that "Kevin'"s assurance that my order was completed was incorrect. Very sorry, those items are no longer available.
I immediately rage out and demand his manager. He was happy to oblige.
The next guy sounds ever more difficult to understand.
He has no help for me. I ask his name.
Really? What's your last name Jesse?
the dude SERIOUSLY says: "James"
... Matty DR customer service: including staff member Jesse James.
I laughed HARD, and hung up in disgust.
Now on to Mattel Consumer Relations phone # to beg for CS and Return stock of the now gone april offerings.
This lady at Mattel gets an A+ for sounding concerned and being polite. I had her look at the Hyve's order history to try to gain a little extra favor. I've dropped very large dollar amounts on these fail-ors for the past 3 years. She seemed to understand my concern. She took down my info, but I totally fell for the "let me check into this for you." Now that's nothing but a chat I had with some chick a few days ago. It yielded squat.
The main issue is that Mattel who does care, handed the ball to DR who is incapable of a clue.
Will my story fix anything? Doubtful.
LUXEMBOURG BILLING = fail
JESSE JAMES = fail
DR CUSTOMER SERVICE = can lead to small online retailers like me saying LATA!