Wagerweb - worst customer service ever

[johnnyonthespot]

All I can say is WOW! I don't know what this guy's deal was but he should NOT be speaking with customers. I contacted them to make sure I had met my rollover requirements. I believed that I had, based on information I had received on Monday. They then proceeded to give me a different answer than what I had gotten Monday (saying I was now $102 short) and that annoyed me. So he checks with his manager and they say that they calc'd it manually and I am $8 short. I said that "given that I keep getting different answers" and that it's only $8, they should waive the remaining rollover and let me make a payout request. And I said if they don't do that then I'll make one $8 wager and close my account. He fires back "sorry I can't do that so go put your $8 wager in and come back so I can close your account" followed by "please do hurry." He then just proceeds to completely go off on me and say "we won't be threatened, we will close you" and that no information given to me was incorrect even though he already gave me two different amounts during the chat (somehow they were both correct in his mind).

The only thing that kept me from completely going ballistic on this guy is that they still have my money and I want to get it out. Once I do I will definitely be closing my account.

Below is my complete transcript with "Dave". IE and Jack, I don't know how good your relationship is with these guys but this has me very wary and I'm not sure you want to continue to recommend them in the future. I certainly won't be.



JD91205: Hi, I wanted to make sure that I had reached my rollover requirements


You are now speaking with Dave of Customer Service.
Dave: one moment please
Dave: you need 1800 and you have 1698, you are 102 dollars short
JD91205: Does that include wagers from today?
JD91205: I was told on Monday that I was $309 short and since then I have placed over $340 in wagers
JD91205: Including $120 today
Dave: it includes wagers for today that have been graded
JD91205: All $120 have been graded today
Dave: i just checked it and you are short 102 dollars
JD91205: So you're telling me that I was told incorrectly on Monday?
Dave: i dont know what you were told i can only tell you what i figured your rollover to be
JD91205: And what assurance do I have that the next person I speak with won't figure it differently than you?
Dave: i can only tell you what i calculated
JD91205: And is there any way for me to verify what you are telling me?
JD91205: I am trying to run your rollover report online but it is not working
Dave: the online roll over report doesnmt work
Dave: i have the manager here
Dave: we are looking at your accounrt
Dave: we just ran it manually with the manager and it appears the report is not working propery, you actualy need 8 dollars more, i am putting a note in the account for the future
JD91205: Given the fact that I have now been given three different figures in the last 72 hours, I think you should waive the additional 8 dollar requirement for me and allow me to make a payout request.
JD91205: If you do that for me I will keep my account open. Otherwise I am going to make 1 $8 wager and then close my account
Dave: sorry i cannot do that and you cannot recieve a payout until monday because of the holiday tomorrow
Dave: hello sir
Dave: go ahead and do the 8 dollar wager so I can c lose your account
JD91205: yes I am still here
Dave: please let me know when its in
Dave: come back here
Dave: when your done so i can close it
JD91205: Wait; you told me that the rollover was only for graded wagers. How am I going to put in a wager and have it graded immediately?
Dave: i see you still dont understand
Dave: you cant get a pay out till monday
Dave: if you put in 8 dollars to win 8 then your roll over is done
Dave: it will be graded
Dave: then you are good to go
Dave: and your account is closed
Dave: if you put an 8 dollar wager to win 7 or less then your roll over is not complete
Dave: so please do hurry
Dave: so i can close your account
Dave: and as you dont seem to understand the rules .. i also wanted to let you now that you should read up on the how the payouts work
Dave: cause your first one is going back to your credit card
Dave: i dont want that to come as a shock for you
JD91205: Wait wait wait
Dave: the remaining balance will be sent
Dave: via chas
Dave: cash
JD91205: holy cow I have never seen someone so anxious to close an account
Dave: is your wager placed?
JD91205: NO! I am not closing the account
Dave: yes you are
Dave: JD91205: If you do that for me I will keep my account open. Otherwise I am going to make 1 $8 wager and then close my account

Dave: wasnt it you that said that
Dave: sir
Dave: ?
Dave: or am i making that upu
Dave: up
Dave: ?
JD91205: Are you customer service or do you just want to argue with me?
Dave: sir i have done nothing but try to help you
Dave: and then you start threatening
Dave: and her ei am again trying to help you
JD91205: Listen, it was not clear to me that my rollover was based on the "to win" amount and not on the "wagered" amount
Dave: you said and I quote " if you dont then ill put my 8 dollar wager and close my account
Dave: again sir that is on you
Dave: cause its there on
Dave: the website
Dave: everything is
Dave: and you STILLL dont understand
JD91205: Will you please hang on for one second and allow me to explain?
Dave: it has nothing to do with w
Dave: what your saying
Dave: volume is the lower between the risk and the win
Dave: if you bet 30 to win 100 win or lose thats 30 towards your roll
Dave: if you risk 500 to win 100 win or lose that 100 towards your roll
JD91205: I repeat: Will you please hang on for one second and allow me to explain?
JD91205: I was told on Monday that I had $309 in rollover remaining. I placed $342 in wagers since then but as I now understand the volume I realize that it would only be $301
JD91205: Thus it makes sense to me that I still have $8 in rollover remaining
Dave: yes thats correct
Dave: and you threatened
Dave: thats where this is
Dave: you want your account closed
JD91205: So my intention to close my account was predicated on the premise that I had been given 3 different rollover amounts in 72 hours
JD91205: but that was not the case
JD91205: The $8 is consistent with what I was told Monday; hence everything else that followed (i.e. my intention to close my account) no longer holds
Dave: no sir thats not what you said
Dave: at all
Dave: you said if we dont wave it
Dave: you will close your account
Dave: im not dumb sir
Dave: or ignorant
JD91205: Hang on
Dave: you cant take a payout until monday anyway
Dave: so do what you want to do
Dave: and then we can close it if you want
Dave: or we can leave it open
Dave: but before you threaten
JD91205: "Given the fact that I have now been given three different figures in the last 72 hours"
Dave: you should understand
JD91205: that was how the statement began
Dave: that we wont be
Dave: we will close you
Dave: also just so you are aware .. the amount that you were given by marcel was correct
Dave: the amount i gave you today
Dave: was correct on both
Dave: i spoke with the IT department
Dave: and our reports dont account for today
Dave: so when i did it manually that is where the difference is
Dave: so noone let me repoea
Dave: repeat
Dave: NOONE LIED TO YOU
Dave: or gave you bad information
Dave: I repeat again NOONE LIED TO YOU or gave you bad information
Dave: now is there anythingn else i can help you with tonight
Dave: i also suggest that you go to our website and look at the rules for payouts
Dave: how they work what is required
Dave: so your not caught unaware on Monday
Dave: I see you havent said anything in awhile im not sure if your still there please have a great night and feel free tocontact us again

 

[MadJack]

IE and Jack, I don't know how good your relationship is with these guys but this has me very wary and I'm not sure you want to continue to recommend them in the future. I certainly won't be.

I have a great relationship with them as do many players.

Wary of what?

 

[johnnyonthespot]

Wary of them simply deciding "we're closing your account and not giving you a dime" - his attitude above came off to me like "we're setting the rules and you have no recourse so don't forget it." Maybe it is a baseless fear, but it's one I have nonetheless.

Yes, I did threaten to close my account but come on - that's like the first or second play in the playbook when trying to get customer service to do something for you. For this guy to fire back with not only "I can't do that" but also "so hurry up and place that bet so we can close your account" just baffles me. And then I say "wait, I'm not closing my account" and he comes back with "yes you are." That's not only terrible customer service, it's bad business and it comes off as really petty, personal, and vaguely threatening. Can you imagine AT&T or Comcast (two companies with terrible customer service) saying something like that if I threatened to cancel service with them? No way; the worst they'd say is "I'm sorry you feel that way but if you'd like to close your account I can help you with that." It doesn't take advanced training to understand that that's what you're SUPPOSED to do as a customer service rep.

It's unfortunate, but us U.S. players are taking a risk with online books. In order to get a payout, we have to send them copies of our IDs and credit cards - basically just about everything that is needed to steal our identities. Therefore I am hyper-alert to anything that seems even slightly shady in dealing with them, and to me this qualifies.

Jack, I am glad to hear that you have a good relationship with them and that others do too. Honestly I have spoken with them on the phone a couple of times and chatted online and haven't had a problem before this. I guess then it's just this one guy and I can look forward to not having any problems getting a payout.

Still, the whole time I am sitting there chatting with this guy I can feel my blood pressure rising and I just can't have that. If a company aggravates me to that extent, I am done supporting that company. End of story.

 

[MadJack]

Wary of them simply deciding "we're closing your account and not giving you a dime" - his attitude above came off to me like "we're setting the rules and you have no recourse so don't forget it." Maybe it is a baseless fear, but it's one I have nonetheless.

Yes, I did threaten to close my account but come on - that's like the first or second play in the playbook when trying to get customer service to do something for you. For this guy to fire back with not only "I can't do that" but also "so hurry up and place that bet so we can close your account" just baffles me. And then I say "wait, I'm not closing my account" and he comes back with "yes you are." That's not only terrible customer service, it's bad business and it comes off as really petty, personal, and vaguely threatening. Can you imagine AT&T or Comcast (two companies with terrible customer service) saying something like that if I threatened to cancel service with them? No way; the worst they'd say is "I'm sorry you feel that way but if you'd like to close your account I can help you with that." It doesn't take advanced training to understand that that's what you're SUPPOSED to do as a customer service rep.

It's unfortunate, but us U.S. players are taking a risk with online books. In order to get a payout, we have to send them copies of our IDs and credit cards - basically just about everything that is needed to steal our identities. Therefore I am hyper-alert to anything that seems even slightly shady in dealing with them, and to me this qualifies.

Jack, I am glad to hear that you have a good relationship with them and that others do too. Honestly I have spoken with them on the phone a couple of times and chatted online and haven't had a problem before this. I guess then it's just this one guy and I can look forward to not having any problems getting a payout.

Still, the whole time I am sitting there chatting with this guy I can feel my blood pressure rising and I just can't have that. If a company aggravates me to that extent, I am done supporting that company. End of story.

I understand how you feel, I do.

I see his side too.

This is bookmaking, not Cosco treatment.

He can't break the rule like you asked him to. He had a figure that he stated and he was sticking by it. This guy isn't your typical dumbass phone clerk, I think he knows what he's talking about. You challenged him and he stuck to his guns.

Whatever. You will get paid when you satisfy your agreement with them. I know you will get paid.

Again, I hear where you're coming from and I understand but a lot of these guys are not going to kiss your ass. Look at 5dimes :shrug:

Have a good one :toast:

 

[johnnyonthespot]

This is bookmaking, not Cosco treatment.

That is where we disagree. I am fiercely loyal to businesses that treat me well, and conversely I have absolutely no tolerance if I believe I've been treated poorly. I make no allowance for the industry or capacity that my dealings occur in.

Nevertheless, I really do appreciate your response and feel reassured that I won't have any problems getting a payout from them.

Cheers! :toast:

 

[SixFive]

I read that whole transcript, and I don't think u have much of a beef. I don't know dick about this book or their payouts, so I'm not defending Dave.

Anyway, post the result of your cash-out. GL

 

[bleedingpurple]

I have cashed out from them several times and have never had one problem. I am a bit surprised that they have not tried to contact me to reload after losing what I had left over. I would think they want their money back like other books do when they lose..

I will use WW again once FB season is back but nobody competes with 5 Dimes in MLB odds.

Good luck to you and like Jack said, you will get your money.