Our service is fully automated, and as soon as the bank’s risk control is triggered, the card will be frozen and then deleted. Since our launch, we have had more than 5,000 users, all of whom know that we always strive to help and resolve issues, including offering full refunds or card replacements when the issue is on our side.
If you are talking about offering full refunds, then why didn’t you refund the $50 for the card this user purchased, which didn’t work with German accounts? This is proof that you do not adhere to your stated refund policy. And if the card doesn’t work with German accounts, shouldn’t you have mentioned this beforehand?
Refund policy : We will refund fully the users, if the card is not working for their needs.
As german customer I am not too happy with the product. It sometimes works, often it does not but everytime I try it costs several times 0,15$ fee.
I also bought a 50$ Card with the Paypal Logo but realised immediately after that they dont work with german paypal accounts (cause you cannot use US-adresses there).
The support says "we do not provide a refund in this case".
So the policy from page one does not apply? "Refund policy : We will refund fully the users , if the card is not working for their needs."
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Coming back to this issue, your ANN topic was posted here in the forum on
February 11, 2024, which is the same time Shasan received your card. This was before you edited your announcement topic on February 19, 2024, and added the refund policy and important notes.
Assuming he didn't notice these important notes in your topic, he should have at least received email notifications about this. Also, you didn't mention deleting the card but rather just saying that it will get blocked, as @Zwei has mentioned. So, to avoid prolonging the discussion here, you should either restore Shasan’s deleted card or issue him a new one as compensation for what happened, as the mistake is on your side. Even if he had abandoned his card and it was blocked, he would have had the option to recover it through your support. Now, he is forced to buy a new one, which is unfair in this case.