DeloreanMcFly escribió:Hola Valente. Te cuento que tuve exactamente el mismo problema en Uruguay. Lleve la tarjeta en mis vacaciones para aprovecharla y no la pude usar en varios comercios. El posnet me daba el mismo error de Fuera de rango.
Consulte a través de Payoneer y me dijeron que la tarjeta no estaba bloqueada, que sí tenía fondos y que no sabían que pasaba. Tampoco habia registro de los rechazos.
Cuando volvi a Argentina, a través del chat de atención al cliente me dijeron que probara hacer una compra online. Lo hice y la tarjeta funcionó perfecto.
Me contacté de nuevo con el chat y verificaron la transacción autorizada sin problemas. Me cambiaron la tarjeta por una con chip pero sin ningún cargo porque dije que no se había roto ni había hecho nada con la tarjeta que pudiera romperla. Según ellos, es por la banda magnética
No probé si la tarjeta funcionaba en Argentina, solamente esperé el plástico nuevo. Busque por la web cuando me pasó y no encontré nada de información así que entiendo tu desconcierto. El tema es que yo no volví a Uruguay por lo que no probé si la tarjeta nueva funciona.
Coincido con varios del foro que el chat es la mejor opción de contacto. Hay que probar varias veces hasta que ingresa, pero tenes la posibilidad de explicar más claramente el problema.
Espero que te sirva la info!
Hola Delorean, gracias por compartir tu experiencia. Me interesa sobre todo lo que dijiste que ellos se hicieron cargo del costo de la tarjeta nueva - YA MISMO les estoy escribiendo, porque mi caso es identico. Adjunto el chat que tuve con ellos (omiti algunos detalles personales)... con momentos para la eternidad. Saludos!
--------------------
Danielle: Hello and welcome to Payoneer customer care! My name is Danielle and I would be happy to assist you! Please bear with me for a few moments while I pull up your information from our system. I will be right with you.
Valente: Hi there
Danielle: Hey! Nice to meet you.
Danielle: How may I help you?
Valente: I have a problem and I hope you can assist me with it
Valente: The problem is my Payoneer card isn't working anymore as it used to
Valente: In many stores I used to buy frequently, now it gives an error when passed through the POS
Danielle: I will be happy to check this for you, before we proceed please provide some details for identification.
Danielle: Can you please provide me with your date of birth in the US format (Month/Day/Year)?
Valente: XX/XX/19XX
Danielle: Thank you.
Danielle: Before we proceed, please provide me with the answer to your security question:
Danielle: What is the street on which you grew up?
Valente: XXXXXXXX
Valente: Danielle, please tell me you're not a bot...
Valente: I need actual assistance from a thinking person, automatized answers just not doing the trick here
Danielle: No i am a person
Danielle: and I will assist you.
Danielle: Please ohld with me.
Valente: OK
Danielle:
Thank you.
Danielle: when was the last decline?
Valente: some days ago
Valente: in fact i kinda stopped using it, since it always rejects
Valente: I don't understand why it stopped working in stores I used to buy frequently
Danielle: what was the amount and merchant's name? do you remember?
Valente: the amounts were really small, and the merchants are mostly all of them
Valente: it only works in very specific retail stores now
Danielle: yes
Valente: you understand why this is critical, right?
Danielle: I understand
Danielle: I can see that your last successful transaction was 5 days ago
Danielle: when have you tried afterwards and what was the error message?
Valente: yes, i still use it for groceries in a place i know it still works
Valente: but in 90% of the cases, it is rejected everywhere
Valente: the error is ALWAYS the same:
Valente: "RANGE NOT SUPPORTED" (actually, its equivalent in spanish)
Danielle: let me check please.
Valente: it's like someone removed the card from the list of valid cards or something like that
Valente: it's not the transaction that's rejected, because it never actually starts... it's the CARD itself that's rejected
Valente: at the very beginning of the process, right after they pass it through the POS (card reader)
Danielle: what is the type of merchants you are trying to sue the card with?
Valente: regular stores, like in malls, gas stations, just regular stuff
Valente: the ones I always shop on
Valente: if you scan my history, you'll see some transactions from a place called XXXXXXXX or something similar
Danielle: I'll tell you what - I cannot see here any declined transactions after the 04/02/2016. That means, that the transaction did not even got to us and that its a merchant issue. So, I am trying to understand what is the merchant type to see where we can assist you.
There is an option that the card is damage but I don't be live thsi is the case.
Valente: that specific place isn't taking my card anymore
Valente: do you see them?
Valente: I have thought of card damage, but it's strange that it still works PERFECTLY in certain places
Danielle: yes that is why I am trying to understnad the merchant type
Valente: I also used it when buying anything from Shopping Centers, official stores and the like... but not accepted anymore
Valente: same issue
Valente: I know indeed it's not the transaction that's rejected, as you say
Valente: it's the card that's rejected - transaction never actually starts
Danielle: ok
Danielle: Please hold for one moment while I check this.
Valente: thanks
Danielle: Thank you.
Danielle: Did you tried to use it online?
Valente: never did
Valente: it's not my main usage
Danielle: Ok
Valente: what are your thoughts? do you think requesting a new card will solve the issue?
Danielle: I would like to ask you, if you can, to make a small purchase online. We want to see if the issue is the magnetic strip or a technical physical issue with your card
Valente: ok, what do you suggest?
Valente: should i do it now?
Danielle: yes, try it
Danielle: come back to chat
Danielle: it if works, it might be an issue with the plastic
Valente: i'm on it, please hold with me
Danielle: in this case we will order a new card
Valente: i waited a lot to get to chat with you
Danielle: no problem. If it does not work, we will need to send this case for review
Danielle: to our technical department
Valente: OK, just a minute
Danielle: nOT A PROBLEM
Danielle: i AM HERE
Danielle: I am here*
Valente: great
Valente: just one minute, already doing it
Danielle: Sure.
Valente: OK, the order was placed
Valente: I bought an $0,99 item in Amazon
Danielle: lets see
Valente: already got Amazon's confirmation here
Danielle: ok
Danielle: Please hold for one moment while I check this.
Valente: ok, thanks
Danielle: no problem.
Valente: still here
Danielle: Yes I am
Danielle: We are sorry to hear your card has been damaged. Before ordering you a new card for a replacement fee of $12.95, we would like to confirm your details and make sure we have your correct address on file. Please note that your current card will still be active and enabled for usage. Please reply to this email with the following details:
1. Full name
2. ID number provided at registration (i.e. driver's license, passport, national ID, military ID)
3. The shipping address used for your previous card delivery (If you want us to send the card to your a address, please provide us with a proof of residence in form of a government issued ID or a copy of a recent utility bill that state your name and address. *If you are renting and do not have any utility bills under your name, please provide us with a copy of your rental agreement and a copy of a utility bill under the owner's name.)
4. Date of birth
5. Username (The email address used to apply with Payoneer )
Shipping time is up to 28 business days with regular mail. For international delivery we also offer the option to ship with an expedited service via DHL with a shipping fee of $50 (delivery in 4-7 business days).
Please note: Actual shipping times depend on DHL service availability. Cards will only be sent via DHL if there are sufficient funds in the account to cover the shipping fee. Please note that additional fees may apply for this shipment depending on the customs regulations for your country. Please reply to this message with the requested address information and your choice of shipping method.
Valente: so...
Valente: need to request a new card?
Danielle: Yes, I think it's the best solution here
Danielle: please reply here with the relvant informaion and I cna do it right now
Valente: and if that doesn't solve the issue? what about the cost I'm paying for a hassle that doesn't depend on me?
Danielle: Please note that there is a replacement fee of $12.95
Valente: yes, that's what I'm talking about
Danielle: It will solve the issue - however, if anything continue, you will contact us again and we will review and advise further
Valente: mmm OK
Danielle: of course we are here always for you
Valente: so, what next?
Valente: may I request a new card via Payoneer site?
Danielle: You can either reply to me here via chat with the information asked above
Danielle: or I can email you and you can reply at your free time
Valente: yes, please
Valente: send me that email to
XXXXXXXXXX@XXXXX.com
Valente: and i will reply ASAP
Danielle: No problem!
Danielle: Is there anything else I can help you with?
Valente: not for the time being. looking forward to see if the new card will solve my HUGE issue.
Valente: thanks for your help
Danielle: Any time/ If you liked my service, I would be happy if you could fill a short survey about me at the end of our chat. It will appear once you press “Disconnect”. Thank you, and have a great day!
Valente: same to you.
You have disconnected.