Escrow.com - Poor service

[nvdomains]

Buyer paid on January 1st. Escrow people sent following message on January 4.


In order to process your buyers payment, Escrow.com needs to confirm your phone number by speaking with you from the phone number listed in your Escrow.com customer profile. Please call us at your earliest convenience.

Thank you

Escrow.com Customer Support
30318 Esperanza
Rancho Santa Margarita, CA 92688

Toll Free 888.511.8600, U.S. and Canada
International 1.949.635.3800



I am trying to call. please wait...please wait....message for last 10 minutes.

why should not they call the customer and confirm? already charging significant fees - still not call the customer and confirm. Customer needs to spend on international call.

 

[Mauli Fry]

I also never faced this. First time, I received this message.

Why shouldn't they call? Already 8 members are on the line...how much time will it take if they are taking 5-6 minutes for each call? why should a customer needs to be online for 30 minutes that too for international call?

Good Morning,

I am sorry that you are receiving a wait message when you are calling this morning. With the three day weekend, we are experiencing higher than normal call volume this morning. I am sending you my direct extension so you can call me at your convenience.

Thank you,
Mauli
[email protected]

 

[Mauli Fry]

thank you. anyway, my position came to 4...i can complete this call.

Godaddy/snapnames...all international companies call the customer if they want to talk to customer. Asking the customer to call....

Hello,

Please send me your phone number and I am happy to call you.

Thank you,
Mauli
[email protected]

 

[Recons.Com]

So? If they have been at work for 31 minutes, their automatic system does not need to be switched manually, it can tell you something like "current estimated wait time is... ", "leave us your number and we will call back in ... ", etc.

They are providing financial services for tens of millions of dollars, they should be able to figure that by now! Very very very unprofessional! Haven't seen that even fro mom-and-pop's shops...

 

[wwwweb]

Hello,

Thank you for your feedback and I am sorry to hear you are having a frustrating experience with us. Our California office was closed yesterday in observance of President's Day. I received your personal message and sent you a private message this morning in regards to the transaction and status. If there is anything I can do to assist, please feel free to contact me or at [email protected]. I have also reported the 404 error you received and show it is already fixed.

Best,
Mauli

This new process of confirming, both buyer, and seller when a new buyer enters into an escrow transaction is very tedious via phone, it is going to cost sales.

90% of my sales, I bring the new buyer to escrow, before they enter their credit card,fax off whatever info they want, but now escrow wants to talk to sellers of 10 years, and confirm, and if the buyer is foreign they are having a hard time connecting into escrow.

The buyer pays via credit card, unless the telephone verification by both parties is done, the transaction stays in seller must make payment stage, even though they have already paid.

They already are on the fence about the whole process, I am already feeling the effects of this, as a buyer paid a week ago, and he hasn't been able to reach escrow on the phone, they haven't been able to reach him, and the buyer is seriously frustrated, what to do?

 

[Mauli Fry]

Thank you for taking the time to speak with me this morning to help move your transaction forward. As an extra layer of security, we verify the buyer and seller when payment is made by credit card. Your feedback is greatly appreciated and as we make improvements, your suggestions are on the top of the list. We appreciate all comments and you are welcome to post them on here or email them to me directly.

Thank you for using us for your

Best,
Mauli
[email protected]

 

[HeyNow]

Escrow.com was sold to Freelancer.com about 8 months ago. I suspect any degradation of service would be somewhat due to that. Treating paying customers as thought their business and loyalty is insignificant seems to be the norm. Ever try to get phone service from DirectTV or T-Mobile? They suck. They shove you into a frustrating automated system hoping not to have to actually speak to you on the phone. Then, if you spend the 5 or 10 minutes necessary getting channeled to a real person, you end up talking to someone in the Philippines or India who recites scripted answers to any question you may have, whether or not those answers actually address your question or complaint.

If you get shitty service, take your business elsewhere.

 

[Recons.Com]

@Mauli Fry

This could be my last time using escrow.com

I have used you many times for close to 100K$ in transactions and never had problems before. But I guess freelancer.com takeover is taking its negative toll.

The buyer has paid few days ago, I have also transferred the name and buyer confirmed receipt few days ago. However, the status of disbursement still shows "pending verification". What exactly are you verifying???!!!

In addition, when you click on their "customer support" link https://www.escrow.com/support/contact-us.aspx it shows

SORRY - WE COULDN'T FIND THE PAGE YOU WERE LOOKING FOR (404).

Well, I agree, I could not find what I was looking for either. It turns out, not only customer support page itself is missing, they are missing from their phones also. The automatic guy on the phone says I have called during off hours, as they work from 8 am pacific time. Well, guess what, it is 8.28 am pacific, but this guys have problem even following up with time, not speaking with your money.

 

[jideofor]

I am really getting worried that escrow.com might lost her lustres.. The bought WarriorForum and now warriorforum is no longer what it usedto be

 

[wwwweb]

This new process of confirming, both buyer, and seller when a new buyer enters into an escrow transaction is very tedious via phone, it is going to cost sales.

90% of my sales, I bring the new buyer to escrow, before they enter their credit card,fax off whatever info they want, but now escrow wants to talk to sellers of 10 years, and confirm, and if the buyer is foreign they are having a hard time connecting into escrow.

The buyer pays via credit card, unless the telephone verification by both parties is done, the transaction stays in seller must make payment stage, even though they have already paid.

They already are on the fence about the whole process, I am already feeling the effects of this, as a buyer paid a week ago, and he hasn't been able to reach escrow on the phone, they haven't been able to reach him, and the buyer is seriously frustrated, what to do?

Mauli, From Escrow.com, got in touch with me, and solved the issue within minutes, very professional.

Thank You

 

[imadoer]

its monday and they just opened theres always a long wait on mondays. theres tons of transactions that need to be discussed because they're closed on the weekend.

 

[nvdomains]

Good Morning,

I am sorry that you are receiving a wait message when you are calling this morning. With the three day weekend, we are experiencing higher than normal call volume this morning. I am sending you my direct extension so you can call me at your convenience.

Thank you,
Mauli
[email protected]

thank you. anyway, my position came to 4...i can complete this call.

Godaddy/snapnames...all international companies call the customer if they want to talk to customer. Asking the customer to call....

 

[Mauli Fry]

Hello,

Thank you for your feedback and I am sorry to hear you are having a frustrating experience with us. Our California office was closed yesterday in observance of President's Day. I received your personal message and sent you a private message this morning in regards to the transaction and status. If there is anything I can do to assist, please feel free to contact me or at [email protected]. I have also reported the 404 error you received and show it is already fixed.

Best,
Mauli

 

[Nattydomain]

So am I to assume that NOW if I get a end user who wants to buy my domain name and they have NEVER used Escrow.com before will have to talk to someone at Escrow to "make sure" they want to do the deal????? Please tell me I am reading this wrong. How many times do you attempt to call if they cant be reached? Do you have translators? Will you try and save a sale if they are uncomfortable or not liking the sales verification?

 

[Jackson Elsegood]

Hi Acroplex, fortunately that big red banner wasn't required this time as our customer support team in Sydney was on the phones and email support from 12 midday PST.

Nattydomain, in answer to your questions:
We're validating to make sure that the buyer is really the owner of the card and the phone number - this is only required when the user is new or the information we collect about the account doesn't add up. Going into these controls in detail isn't possible because it helps people to defeat them. Our support staff are multi-lingual and will try a minimum of 3 times to contact via phone as well as notifications via SMS and email.

Hope this helps!

 

[TheLegendaryJP]

Been a customer for nearly 14 years now, always excellent service and millions in transactions.

Complaining about a phone verification when a first time buyer uses a cc is minor guys and understandable they want to.

They are the only game in town imo.

 

[johname]

Backlog, weekend plus major holiday

 

[jideofor]

hmmm... I was going to ask question about this wherein users can share their experience about the NEW escrow.

 

[ramkumaritrvs]

International call is not cheap, so why don't they call and confirm the customer number? It will take a minute for them!

They should call from the same phone number listed on their website, so we can find / avoid the suspicious calls from scammers.

BTW: Escrow.com is one of the best escrow service that i used, so far.

 

[Mauli Fry]

Still..problem is not solved. Buyer made payment once again as per their request.

struggling to understand.

For PayPal and credit card payments, we do have the payments processed and approved, which may take a few hours but we do process and approve them the same day. We received payment this morning and the payment has already been processed and the parties notified. Your transaction has been moved along. If there is anything, please let me know.

Best,
Mauli
[email protected]

 

[nvdomains]

Finally problem solved. Hope...next transaction goes smoothly.

 

[domainerfella]

already charging significant fees - still not call the customer and confirm. Customer needs to spend on international call.

Next time, use Skype to call them. So in this situation, you should have used Skype and established communication first and then went on from there.

 

[Mauli Fry]

This new process of confirming, both buyer, and seller when a new buyer enters into an escrow transaction is very tedious via phone, it is going to cost sales.

90% of my sales, I bring the new buyer to escrow, before they enter their credit card,fax off whatever info they want, but now escrow wants to talk to sellers of 10 years, and confirm, and if the buyer is foreign they are having a hard time connecting into escrow.

The buyer pays via credit card, unless the telephone verification by both parties is done, the transaction stays in seller must make payment stage, even though they have already paid.

They already are on the fence about the whole process, I am already feeling the effects of this, as a buyer paid a week ago, and he hasn't been able to reach escrow on the phone, they haven't been able to reach him, and the buyer is seriously frustrated, what to do?

Thank you for all the feedback on our verification process. Moving forward we will only be verifying the phone number of first time users for credit card transactions. Security and quality support are very important to us and your feedback is helping us improve our processes. Please reach out to me at any time here on the forum or at [email protected].

 

[Acroplex]

Having been an Escrow.com user since 2002, I knew they are closed on President's Day, just like any other US Federal holiday. That being said, the previous version of the web site would display that Escrow.com is closed e.g. "today."

 

[21x20]

I think the policy described by Jackson is FAR more reasonable and acceptable than what DN.com is doing by requiring people to send copies of both their ID and selfies HOLDING their ID.

Perfectly reasonable for an escrow service that guarantees no charge-back post sale to validate the buyer.