Anyone using PayLeven

[payleven]

Hi lodmoorhill,

We are very sorry for the trouble you have had.

If you buy a payleven device from one of our retail partners you would be automatically onboarded to our system in 85% of the cases and would be able to start accepting card payments right after the registration. Unfortunately you have fallen in to the latter category and we needed to request additional identification documents before we could fully onboard you and let you accept card payments with our system. This is due to the different Risk and AML regulations, that we must comply with on our side.

Even if we need to ask for additional documents, depending on the reply from the customer's side we are normally still able to onboard our clients in 24h if needed.

If you have not used the device and bought it less than 14 days ago you can take it back to Screwfix and would get a full refund for the device.

We are sorry again for the misunderstanding.

Best,

 

[Marvo]

Hi Payleven, welcome to the forum.

I just approved your post, sorry for the delay but the first 10 posts of any new member go straight to the moderation queue and require manual approval.

You're very welcome to a right of reply or to engage members with concerns in any threads but please don't post URL's or links that might be considered advertising.

Many thanks

Marv.

 

[lodmoorhill]

Hi lodmoorhill,

We are very sorry for the trouble you have had.

If you buy a payleven device from one of our retail partners you would be automatically onboarded to our system in 85% of the cases and would be able to start accepting card payments right after the registration. Unfortunately you have fallen in to the latter category and we needed to request additional identification documents before we could fully onboard you and let you accept card payments with our system. This is due to the different Risk and AML regulations, that we must comply with on our side.

Even if we need to ask for additional documents, depending on the reply from the customer's side we are normally still able to onboard our clients in 24h if needed.

If you have not used the device and bought it less than 14 days ago you can take it back to Screwfix and would get a full refund for the device.

We are sorry again for the misunderstanding.

Best,

Thanks for the swift reply. However, you say "depending on the reply from the customer's side we are normally still able to onboard our clients in 24h if needed"

That's why I called your customer service department. It was "needed". No one there explained to me that they could get me online online within 24h. I was told that I would be contacted the next day (which I have been) and then would have to send in documents (which I have been asked for today). Unfortunately, I now have to supply a recent company bank statement (no mention of this in the promotional material), which is at my accountants who are preparing my annual return. Looks like I will be losing a couple of hours of work, as I will now need to retrieve a statement from the accountant.

That was my point about your promotional claims.
The literature with the device claimed I could be taking payment almost immediately. Clearly, that's not happened.
You have just claimed I could be "onboard....in 24h if needed". Clearly, that's not happened.

I did email your customer services department with exactly the concerns I raised before I posted on this forum. However, you haven't replied to me.
I also copied the email to your head of PR. However, he also hasn't replied to me.

It would have been simpler for me if your company had responded to my original email rather than only answering me when I post on public forums. Otherwise I could be led to think that you are more concerned about your public image rather than my concerns as a customer.

So to that end, could you give me any sort of time scale as to when you will respond to my email?

 

[thomas-1981]

I'm surprised Payleven haven't done more to resolve your issue Lodmoorhill. With quite a few potential customers on this forum looking at card readers (I being one), I would have thought they might want to show how quickly they can resolve any issues and get their product operating.

 

[Paulgwat]

Lodmorhill, have you got this sorted yet? and if so what are your views on the Payleven service?

I am currently trying to decide between WorldPay Zinc and Payleven and at the moment based on your experience and the fact that the World Pay chip and pin reader is only £60 in John Lewis i am tempted to give them a go.

Anyone had similarly poor experiences with World Pay?

Cheers

Paul

 

[monkeyhanger]

Having been monitoring my phones internet connection capability, I decided it was pretty reliable.

Last week I decided to get a Worldpay Zinc chip & pin device. Applied friday (they do a credit check on you etc. and the application form is quite thorough) & it arrived yesterday (wednesday). It seems easy to use, I have already taken some payments, these aren't in my bank account yet but apparantly this takes 3-4 days to make its way there. You have to log in on the app on your phone each time you take a payment (username / password) and follow the steps on screen. There is a list of compatible phones on their website- my Sony Xperia model variation wasn't actually listed but when I contacted them they assured me it would work. It's certainly much quicker than having to go to the bank with cheques!

The device is £60 to buy HOWEVER! apparantly if I 'refer a friend' you get it for £20 less and I'm rewarded with an amazon voucher for my troubles, so if anyone would like to do this please message me!

Their charges are 2.75% per transaction pay as you go, which I have opted for- for now, to see how it goes, or there is a monthly £12.99 option where you don't pay any additional fees.

The device is neat, although it doesn't come with a protective case or anything- which I would have thought would be vital! It's got a similar layout to the fixed chip & pin devices in shops and the LCD screen has bright white text (lit up) on a black background which is very clear. There are also visa/ v pay / mastercard / maestro logos on the device like on their website photo- I thought I would add this as one of the reviews I read before stated that their device didn't have any logos on.

There are instructions on how to take card payments over the phone, though I haven't had the opportunity to try this yet but can't really see that option being used much- if we aren't working for people face to face then people tend to do an online transfer anyway (our bank details are on our invoices).

Regards. Jon.

 

[monkeyhanger]

*monthly £12.99 option where you don't pay any additional fees.

There is a fair usage policy though of £1000 average a month or they apparantly move you to another scheme, haven't looked into this

 

[sparc]

I've seen leaflets for Payleven at the Electricfix counter, so I was finally tempted to look into this. I've got to say, the response from Payleven above has definitely put me off!

"If you buy a payleven device from one of our retail partners you would be automatically onboarded to our system in 85% of the cases and would be able to start accepting card payments right after the registration."

" onboarded" ? "85% of the cases" ? WTF? What does that mean???

And then there's the 3 - 4 days before the money reaches your account. Where's it been in the meantime?

Reading other people's feedback here has made me realize I don't have a payment problem that Payleven can fix.

My payment policy is fair straight forward, and appears to work - No cheques for amounts less than £500 - there are still some exceptions I let go, like little old ladies that aren't on the Internet and don't like keeping cash in the house. A 25 - 35% deposit up front - no one blinks at that. And payment of full balance due immediately on-site work is completed.

Again, I explain that up front and customers are happy with it.

Generally I get paid same day by Internet transfer - straight into my account that day, not hovering around in someone else's account, gaining interest. Slowest payment in the last year has been 7 days.

So, on balance, and at least until a payment card company comes along willing to speak to me in English - I'll stick with what works for me.

 

[overskilled]

izettle is one I'm considering, albeit most of my customers pay cash and as yet I've never had a bounced cheque (one benefit of living semi rural...people don't want the neighbours/work knowing they are passing bad cheques)

 

[payleven]

Dear lordmoorhill,


[FONT=arial, sans-serif]I am ever so sorry to hear that you have not had a good experience with us so far and that in your case we had to ask you for extra documentation. I just want to emphasise that this is not the norm.


[/FONT]
I can see that your account got activated in 48h hours but of course this was not what you had expected. Because we are are a financial institution and regulated by FCA, there are certain rules we have to comply with to enable the highest security standards for both, our clients and their customers. One of those rules is running basic checks on all new registrations with payleven - this unfortunately can sometimes take a bit of time (24-48h) as was the unfortunate case with your application, but for the vast majority of new customers it happens instantly as all the required information can be found electronically and we do not have to request any documentation.


We normally try to respond to emails in at least 24h. However we are always trying to improve and learn - your feedback about the promotional material as well as about the customer service to emails is much appreciated.


We are hoping for your understanding and that everything got sorted without further problems.

Best,
payleven

 

[pete.willerton]

I've had a bad experience with Payleven and there customer support is horrendous !!!!
I took a payment 1st December and I'm still waiting .....
They have taken the money off the client but haven't graced me with please of receiving it.
I haven't a clue how to go about claiming it if this Carrys on !

 

[pete.willerton]

December - typo

 

[payleven]

I've had a bad experience with Payleven and there customer support is horrendous !!!!
I took a payment 1st December and I'm still waiting .....
They have taken the money off the client but haven't graced me with please of receiving it.
I haven't a clue how to go about claiming it if this Carrys on !

Hi Pete,

We are very sorry to hear of your experience so far with payleven regarding receiving your money late and your experience with our customer service team. We always try to provide the best service possible and I am sorry in your case we did not meet this.

I believe our customer service team has contacted you regarding your issue and this has since been solved. Payments should not take this long again as it was an unusual case which has now been solved.

I hope your experience with payleven going forward is good and that customer service is of a high standard.

Should you have any further questions please do get in contact with us straight away.

Best Regards,
the payleven team

 

[AJ Boyd]

Hi payleven,
I have a question for you. I bank with TSB (used to be lloyds tsb) and I was told that lloyds charge a fee for the money transferred by payleven because the money comes from a foreign bank. Is this the case with TSB?
I'm very interested in purchasing a payleven device but I'm now considering looking elsewhere.

 

[Drexyn]

Dear lordmoorhill,


I am ever so sorry to hear that you have not had a good experience with us so far and that in your case we had to ask you for extra documentation. I just want to emphasise that this is not the norm.



I can see that your account got activated in 48h hours but of course this was not what you had expected. Because we are are a financial institution and regulated by FCA, there are certain rules we have to comply with to enable the highest security standards for both, our clients and their customers. One of those rules is running basic checks on all new registrations with payleven - this unfortunately can sometimes take a bit of time (24-48h) as was the unfortunate case with your application, but for the vast majority of new customers it happens instantly as all the required information can be found electronically and we do not have to request any documentation.


We normally try to respond to emails in at least 24h. However we are always trying to improve and learn - your feedback about the promotional material as well as about the customer service to emails is much appreciated.


We are hoping for your understanding and that everything got sorted without further problems.

Best,
payleven

Payleven,

I'm very disapponted in you and i'm not even a customer of yours. You have posted an open letter on a public forum highlighting that you have to adhere to FCA rules and reguations yet you have just broken data protection by confirming that the person who is posting has an account set up with you.

I know when i set up my business payment services i wont be contacting you lot.

Poor show.