Xilo card payment problems

Has anyone on xilo had any problems with payments at all?

I ask because xilo have recently contacted me and said, I have not paid this months bill.

Well I called them yesterday and they say, they could not take payment or something. Well for the last three months they have done just that.

I was advised to call my bank and they said, xilo did not request payment and there was no error code to say it had been rejected. My bank thinks there is a problem at xilo end but xilo don't think there is a problem.

As you know xilo don't have DD and you have to pay by card. I don't like this as you can have problems this way but was fine until now. I hope xilo bring in DD soon, this is a pain.

I have now paid by BACS, just hope that they don't say, they have no payment. It's still showing as unpaid.

I'm guessing your ticket was the one raised today as that is the only recent one regarding a payment not authorised by the bank.

I do believe you also called in today and spoke with one of the guys here. On transactions that are completely refused, we do not have any auth code or reference passed back from your bank. Although we send all details over to our merchant provider, the bank only check the numbers from the first line of the address and postcode, card details and CVV if presented (not on repeat transactions). If the card was accepted but then failed on the address check, we would have an auth code and AVS results but have neither on the transactions that were attempted on your account.

It may have been refused due to not having a CVV even though the card has been used and authenticated in the past. I can't tell what bank the card was issued by right now but we do see this problem with some banks more than others. LloydsTSB and Barclays are the main two that have issues processing repeat transactions, claiming the CVV must be present, which is impossible for repeat transactions. (It is illegal to store the CVV).

BACS are reconciled manually. This appears to have been made after 5pm, so will be reconciled by accounts tomorrow as long as it was a faster payment if you are with a different bank.

DD is on its way and will be offered when we are happy that the system is working correctly. We won't release this until we are 100% happy the system has been tested and correctly sends the debits to the charge file each day, and then credits the account after receiving confirmation that payment has been received.

Matt

Thanks for the reply but I have now replied to the ticket.

Just a few things.

First my bank is the same as xilo, so there should be no problems and it's even quicker. The bank said that, if it was a CVV problem it would of shown up but nothing.

The bank thinks your are doing something wrong and it seems like the problems xilo end.

TBH I am feed up being caught in the middle between xilo and the bank over this, so after all these problems, i am no longer going to pay by card.

Standing order only now, until you get a proper direct debit system up and running.

The rest is on my ticket

Edited by deleted (Fri 23-Apr-10 18:32:10)

Although we bank with LloydsTSB, they do not process our cards. We use RBS to process our cards, so it is possible that something happened between LloydsTSB and RBS but we did receive a refused message, so that is unlikely.

I bank with LloydsTSB personally and have this issue with other merchants and have had to fight with their "Fraud" team over transactions that I have manually entered correctly that they have declined and denied ever getting, then saying the address was incorrect (which I know was not) to then saying that there was a security flag.

You'll need to retain the card payment until the DD system is online i'm afraid but I do believe that your ticket has been replied to already and Sophie is willing to monitor this for next month to ensure there isn't a repeat. PayPal and GoogleCheckout are two other options.

If we could ring up LloydsTSB and speak with them direct about this, we'd love to but they won't speak with us due to Data Protection.

Matt

The bank checked with the fraud team and nothing.

If you had a refuse message what did it say ? please post on ticket. Well matt if you want paying, then there is no reason not to except standing order. That is just silly.

Like I said on the ticket, i'm not messing around again, so if payment fails, it's not my problem. I have offered to pay another way and you have refused.

Edited by deleted (Fri 23-Apr-10 18:43:08)

I'll get the logs pulled and put on the ticket for you.

It may seem silly but we did offer it but it soon become a major issue with duplicate payments, ones without references that could not be reconciled which then resulted in suspensions because no reference was added as per the invoice and even incorrect amounts and so on. All of this caused major confusion which is what we want to avoid.

We've offered to monitor this for next month to see what happens but if you're not willing to let us do this, I am unsure of how we can work together to resolve the issue by using payment methods we support, at least, until Direct Debit is live.

Matt

See my ticket update matt.


I did ask for a reference number so you know I have paid you. Even my bank said that. Well I have offered to pay another way, so it's not really my problem.

Edited by deleted (Fri 23-Apr-10 18:54:21)

I've been watching it.. Sophie is going to monitor the card payment for the 20th. They get run at around 8am, so she will be updating that ticket once she gets in and reviews it.

The ticket may close in that time but it will re-open on the 20th with an update as to the outcome of that transaction.

Matt

Well better cross fingers then and hope payment go's through.

The sooner you have DD, the better.