When I first started an online shop, I accepted both Nochex and PayPal on my website. I used Nochex as my main payment service provider because customers didn't have to join Nochex to make a payment and Nochex also accepted debit cards. When PayPal introduced these features and when eBay bought PayPal, I decided to make PayPal my main provider. I still accepted Nochex for those people who preferred Nochex, but very few payments were made with Nochex.
Recently, I tried to log into my Nochex account only to find that my account had been suspended due to inactivity. As it is Nochex's (security) policy not to send notification, I have no idea of how long the account had been suspended and how many customers I have lost.
You can't re-activate the account online — you have to download and print a two-page form, answer security questions, provide two original (?) proofs of identity (they don't return these so they recommend you send photocopies!) and a cancelled cheque or paying-in slip - and then post it to them. It took two weeks and two emails after they received this documentation to get my account reactivated. Nochex do not have a customer service number.
When I finally gained access to my account, I discovered that Nochex had charged me a £20 dormant account fee - again without any warning or notification. I have now closed my account and will no longer be accepting Nochex on my website.
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I've had a terrible time with Nochex. Their website said it would take 2-3 working days to set up my merchant account. I applied on Thursday, and had heard nothing until Wednesday the next week. By Thursday close of business I had an account, but couldn't log in. Now, they haven't returned my emails or phone calls, and I'm going to tell them to eff off.
ReplyDeleteWish I'd seen this before I signed up...
DO NOT USE NOCHEX.
ReplyDeleteNochex will close your account or hold your money.
After being a member for 3 and a half years, no chargebacks, no negativity, they have decided to close my account due to inactivity.
How can there be inactivity? I received a payment 3 days ago! They are holding all my account balance for 90 days then I have to reapply to receive the money.
There customer service is rubbish, they do not reply to emails.
You have been warned!
DO NOT USE NOCHEX!
Same for me
ReplyDeleteAfter being a member since 2001 they just closed my account. No warning. No explanation. No reply to emails.
I've just had my first query, EVER, on any transaction. Nochex closed the account when I had a customer who had accidentally paid £1 for a £30 item and on the nochex payment notification they apologised and offered to send remainder. I don't know whether they have or they haven't. Nochex have left me to pick up the pieces on that one.
No reply to any emails !
DO NOT USE NOCHEX.
YOU HAVE BEEN WARNED
GOD ! Have I had enough of these guys.
ReplyDeleteNochex have given me the impression that they are only interested in making things as difficult as possible for merchants and seller accounts. They have shut my account down due to inactivity TWICE and the hassle of re-activating it is worse than trying to make friends with a rabid dog - they quote all this bank regulation stuff to the point you realsie they will use it simply to justify anything they do. As a lawyer and senior partner of an international law firm - I know gooble-de-gook when I hear it. Why due soley to inactivity do you have to produce again excessive amounts of ID and bank info - when nothing has changed. This is not in my view efficent fraud controls at work but more like a system not up to the job. Re-activation should not be a hassle when linked -as it is- to your active bank account. Why more ID checks ? Have I turned into a woman overnight !!!! Frankly these controls are clumsy with bad customer service and not worth the trouble. Is it my fault that customers prefer Paypal to Nochex and so very little activity on my nochex account. This lot need to get their act together - as this nonsense will only lead to their going out of business. To confuse tryanny with efficency is not a good business model. Just say Nothanks to Nochex
I am having the same problem they have blocked my withdraw rights and pasted the following message "This function is currently disabled on your account. Please get in touch with NOCHEX customer services. " and i have been sending emails and using there on-line customer contact service with no luck.
ReplyDeleteAnd the "personal" customer support adviser is absolutely ridicules always has a voice mail whenever i phone them and have to leave a message so they call back i cant be waiting around all day for the phone to ring...!!!
I signed up a merchant 2 weeks ago. Signed the back two pages of the user agreement and verified my bank account.
ReplyDeleteI started to take about £800 in payments and withdrew £300 to my account.
I then try to log into my account, following a customer telling me they were unable to pay and my account is not active.
After trying numerous attempts of trying to call them I finally got through to be told all the funds have been frozen for 180 days to prevent charge backs.
This is best part, they the reason they gave for closing my account, was because I am a webhost and they dont deal with that type of customer any more.
I took the user agreement to a family friend who is a Solicitor and she said that Nochex have complete protection from their terms and conditions.
These terms and conditions state :
You the mug merchant that signs up with is will pay Nochex £50 sign up fee and work hard to ensure a suitable some is in your merchant account with them. Nochex then reserve the right to hold that money for 180 days and put the money in a high interest bank account.
After the 180 days period is up, you can then apply for your money back, it will not be automatically forwarded to you.
This 100% legal and no crime has been commited and no civil action can be take against them.
This looks like a very good way to make money. You pay me £50 to hold onto your money for 180 days to make interest out of it, then you can apply to get it back. Although we reserve the right to ignore you, until you give up.
DONT GET USED BY NOCHEX
Well we run wahm.co.uk and we recomended and installed nochex into our stores. As of this year we have removed all support for Nochex.
ReplyDeleteOur main gripe was the retained amount being 5 times the amount they quoted us.
Secondly they would not let us withdraw our funds for 6 months and say this is standard procedure.
We called FSA and Financial Ombudsman and they said Nochex were not acting in accordance with regulations BUT they are NOT covered by the Financial Ombudsman for some reason... So if you have a complaint you must take out a private court case!
Thats 6 months of interest they will be earning on everyones money... money THEY worked for, THEY earned... but Nochex is getting the benefits!!
STAY AWAY FROM NOCHEX!!
Nochex - No Thanks.
ReplyDeleteWe have used them for a while and then wanted to take dollar payments foor the US version of our website. It appears they offer an international service so we paid our 50 quid and upgraded to Merchant status. Now we find after looking a the small print we can't ask for payments in dollars. We email customer service - nothing back. Call then, nothing back. Repeat this till it's tiresome. Email some questions to Liam in sales. He does not answer any questions just emails back slagging off the competition eg. paypal, worldpay.
We call Liam and have the pleasure of him telling us how we should run our business, interrupt us when we ask a question and then when we ask for an email or contact number to complain he tells us to send the complaint to him and he'll 'Pass it on'.
Is this company ever going to learn.
We'll be moving on from Nochex and it's fantastic customer service, misleading website and disagreeable phone reps to the competition. Who cares if they cost more, who cares if they are not UK based. I'd actually pay good money never to have to speak to Liam or any of the Nochex team ever again.
In a word - shoddy
I have had issues too so this is what i have sent...............Can you please explain why 180 days and where it is written into any contract i had signed with Nochex, as the day i agreed to use nochex i was told the money would be refunded straight away if we closed the account and also you have had most of that money in the account for months anyway! Also you took the money from my customers and opened an account without any signatures or terms and conditions. I feel like i have been lied to.
ReplyDeleteI have had some advice today and have been told there is no reason for you to hold all of the money for 180 days. If you would like me to take this further i will because you customer service has been very poor and also you have broken your own contract that i have a copy of.
I would like not have to contact you guys again but if you can't do the right thing and just refund my money. I will be forced in to making more enquiries and contacting the fsa as well as instructing a solicitor. I know at Nochex just the same as pay pal you think you can get away with this 180 day rule, but being regulated Its all about treating customers fairly and supplying a good service and at the moment you guys do neither. Also following the guide lines of your own terms and conditions that you got signed after all the transactions took place.
I hope that you take this seriously because i promise you if Nochex as a company make it hard for me to get my money back and i will do all possible to let everyone know and take what ever legal action i need to.
Searching the internet i have found many people who have had problems with nochex and it makes me wonder if the owner/managing director of nochex is aware of these issues. Most people running a business would be looking at keeping there customers how ever big or small and keeping them happy with there service. All i requested in the first instance with nochex was a simple phone call, I left a number of messages for jemma who never called me back. email to say please give me a call. So to sum up a simple phone call and all of this would probably not be happening and we would have stayed using nochex as long as we could have withdrawn some money.
I would like the name and email address for your MD or the Owner of Nochex as well please or please forward my contact details to him to make contact with me.
Is there anyway to get these guys to speak to you in person?
In just 3 days they took my money and closed the account telling me to wait 3 months. No response to emails, no response to tlephone calls. Im just glad I only tried them with a small amount. NOCHEX ARE CROOKS....DO NOT USE!! The more i read about them on this and other sites I cannot believe they are still in business...It is my intention to spread the news as far and wide as possible.
ReplyDeleteNochex? No thank you!
ReplyDeleteIn 2007 Nochex, without notice, closed my account due to alleged "inactivity - although it was possibly only 2 months at most.
I wanted to close the account and release the small amount of credit – only that I cannot access my account (because Nochex has blocked it) which they claim I need to do to cancel the account. What madness is this!
I have written to Nochex, but they do not respond, so I will now be sending them a “Final Notice Before Legal Action” – and advising them I have now added a Administration Charge of £50.00 and that there will be further charges of £10.00 for each letter written plus a daily charge of £1.00 for each day that they do not respond beyond 14 days – and being left with no option but to refer the matter to the County Court after one month if they do not respond.
Whether this will work? Only time will tell!