Customer Service Scoreboard
I took up Digital River / Beanstream with my volusion store.
I quite like the backend which is straightforward, the support from the advisors is freely available and the integration with Volusion was easy.
However if you are a UK user forget it! Digital River are new to the UK (2014) and it shows, basically the system is a fraud waiting to happen. And it happens.
The fraud prevention advertised is virtually none existent; I personally lost over £15000 due to charge backs which appeared legitimate.
To put that into perspective the target chargeback for any business should be less than 1%, I had approximately 30% under Digital Rivers Payment Gateway.
I even called the Digital River team on one of the big orders and was assured that systems were in place to check data.
The Pre Authorisation does not however check data, it does not check name, it does not check address, it does not check which country the card was issued in, it does not check IP, it does not even check if it is a man or a woman.
The AVS – Address verification system does not work for UK users due to their banking partners! Who happen to be JP Morgan.
There is no current reason to use this system in the UK unless you want to lose your business.
Am I bitter – Oh Yes!
This has virtually shut down my business.
Customer Service is in Manila, Philippines, command of English poor. Screwed up my order and I have had to make or wade through several calls to get it right. Took special complaints department to finally apologize. I will wait to see if they get it right. Once cost per transaction trumps customer service!
same here, I buy some software, (expensive,& ill skip name; they are not at fault at all)
im forced to DR, and give my public email (not private) and then pay with paypal.
not paypals fault either, but then DR, crabs my private email from the PP Transaction data
and then uses it to spam me. (wtf, DR)
that sux.
i cured that by making a new Paypal EMAIL only, so if stolen, i can change it fast.
I now have unique email for all banking. this keeps me safer in the light if DR, actions.
DR, needs to take email addresses with more respect. (ill not us them again)
GONE DR !
This company worries me how it does business?
This year I did not renew with Digital River as I was not happy with its performance over the year.
I cancelled my account and as the credit card on it had expired, I didn't think it was a problem.
What I didn't realize, is that I had used my paypal account to buy a software for my partner or her daughter, this information they have retained.
When I kept receiving emails telling me that would be takeing the money from credit card, I was not overly concern as I knew this had expired, and renewed for which they did not have the details.
I still fired them off an email telling them I would not be renewing this year and the reasons why. I had no response from them, so I thought, ending my relationship with them was a good call.
Little did I know they would take the money from my paypal account?
I believe this is a breach of the data protection act, as they have no reason to retain this information, other than for fraudulent activities, which they have, as they took money from my paypal account without my permission, that is fraud.
When you write to them, they send a standard letter back, not answering your questions, you then have to agree to there terms and conditions, for your money to be returned.
They never sent me a download link to renew what I had paid for, instead a link foe me to pay again for the software, that I had already paid for and didn't want.
They are a class act for being rubbish, stay clear!
This company seems stuck in I-don't-know-when. How it is still around boggles my mind. That anyone would choose them for payment processing is beyond me. That it takes 24-72 hours for them to process an order is going back at least two decades. I was able to get hold a customer service rep w/ ease, but their claim of being unable to cancel an order (because I refuse to do business with a company that can't bring itself into the modern world) because it is being processed is almost unbelievable. I guess I don't doubt it's true, and if it is, it speaks to how archaic their systems must be. Avoid at all costs.
Purchased Avast software but did not check the auto renew box. (I never do)
Recently notified that auto renewal was successful and $69.99 sucked out of my credit card account. Software $30.00 cheaper by not auto renewing but they'll just do it anyway.
Complete RIP OFF!!
Cannot view account or change auto renew function within their web pages. No-one answers phone.
Have had two conversations with Digital River customer services around delivery times (and rescheduling of a delivery) - on both occasions I think I spoke to the same woman (She didn't offer her name) who was borderline rude, generally unhelpful and very defensive when I asked how the process worked.
Has annoyed me so much that I will avoid Digital River wherever possible in the future.
I have face same problem i have a ICICI Bank account and there is some Unauthorized transaction of INR 6510.23 and the merchant Name is showing in this transaction is Digital Riv and no one known about this neither me or ICICI bank and the transaction location is showing "Luxembourg" but fact is i never going there and i don't have any passport. ICICI Bank customer care person say this transaction is done by debit card swipe in location Luxembourg.
After blocked my debit card and internet banking i withdraw all the amount from my bank account and file the report for this by ICICI Bank and customer care please help me to how i get back this amount from merchant and how this is possible my debit card is swipe in this location bank person say this is the case of debit card cloning and they face same problem with another customer please help me
Had to place a software order that was intended for resale. Instructions state that tax exemption documentation is to be faxed and a credit would apply to the form of payment used for the purchase. The fax number doesn't work. I emailed customer service. They indicate that once an order is placed you can't get a sales tax refund. This is 180 degrees different to what the instructions said when placing the order. They SUCK!
First and foremost it should be emphasized that Lenovo UK is not Lenovo; it is Digital River, a company with extremely dubious and fraudulent behavior.
Several hours after I placed my order for a Thinkpad, I receive an email that my order has been cancelled. The email claimed that the cancellation reason was that I did not provide a "verifiable email and phone number", although I gave them two phone numbers. In the meantime, the transaction had been initiated on my credit card; although the payment had not gone completely through, the amount I was supposed to pay for the Thinkpad became blocked. Then I tried to contact Lenovo Digital River, but after the cancellation email they have never replied to my emails or answered any of my calls.
Now, one week after the incident, the amount of the Thinkpad's price is still blocked in my account although the order was abusively cancelled. This company Digital River / Lenovo UK is a fraud, a scam stealing people's money. Furthermore, it is impossible to contact the actual Lenovo, either by email or by phone.
I ordered dragon naturally speaking home edition on 8-13-2013. when, I first installed it. I had no problem. now, all of a sudden It has been nothing but a nightmare. this, software has been nothing a major headache. If, I would have known in the beginning that I was going to have issues with this product. I would have never spent the $69.99 that I did. now, this software will not work properly because I am told that I have no sound on my computer. I do have a soundcard on my computer. sounds to me, like this dragon naturally speaking software is full of bugs. and major issues. I would not recommend this software to anyone that I know at all. this software is a major joke.
Richard Janes
Entirely agree with adverse comments. Tried to cancel auto-renewal but couldn't access account because "not valid e-mail address". Asked for new password, which was sent to this e-mail address but still not recognised when trying to access account management! No other e-mail addresses to contact and have been informed by the "not valid" e-mail address that they have taken my money!
Don't use Digital River.
The WORST company ever. Purchased the Microsoft program, never received it and Digital River told me it isn't their problem. I mentioned to them that their name shows up on my CC statement. She stated that even though it shows up, they will not issue a refund and to contact Microsoft. Microsoft is not taking calls. So needless to say, I got ripped off by Digital River. Never, EVER go through this company for ANYTHING.
I have had problems for YEARS trying to uses Digital River payment services for multiple software purchases. Every time I try to make a payment to any vendor, for any product with any form of payment I get a cryptic authorization failure message. It's impossible to find someone to help resolve it. They are the WORSE. I'm not sure why any vendor uses them.
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