Upset with Matrix Credit Card Policy

[surfcandy]

Ok I am willing to bend but Matrix just pissed me off moderately. I researched that removing credit card info from my account was in the works (from a 2012 post) no problem maybe I missed something. Then I went to check out and specifically made sure I clicked "not to store my credit card info". I returned to purchase something else and my credit card info was stored.

Now in this day and age this should not occur.It pissed me off and I deleted my $95. order and bought a board game instead.

[zakblood]

did you log out?

clear cache and cookies and re login before you bought or tried a second time?

tbh that part of the transaction is secure, so no different than anywhere else as far as i know, but could be wrong so don't my word for it, ask in support and not in open chat i'd advice

[surfcandy]

Yes I logged in always before purchases and made sure everything was perfect before clicking away.What they said was not what happened when my card was saved when I specifically requested for it not to be saved in the system.I am very careful checking out because I know it's pretty much permanent.

[VPaulus]

We at Slitherine/Matrix do not keep any card details at all, as this is all saved on Bluesnap's system, so unfortunately you'll need to contact them to request this.

[altipueri]

Well I was accidentally too generous to Matrix today because I bought yet another game I probably won't play and the great credit card data retention seemed to process my payment before I could go back and enter the HAPPYEASTER discount code. Grrr.

[surfcandy]

ORIGINAL: VPaulus

We at Slitherine/Matrix do not keep any card details at all, as this is all saved on Bluesnap's system, so unfortunately you'll need to contact them to request this.

Alright could you please give me a link to their email or tel# so I could contact them concerning Matrix/Slitherine games account specific.

[Lobster]

ORIGINAL: surfcandy

ORIGINAL: VPaulus

We at Slitherine/Matrix do not keep any card details at all, as this is all saved on Bluesnap's system, so unfortunately you'll need to contact them to request this.

Alright could you please give me a link to their email or tel# so I could contact them concerning Matrix/Slitherine games account specific.

I did a search for Bluesnap. Went to the BBB where they have an A+ rating. From what I saw there they are fairly good about customer service when it is within their realm.

[VPaulus]

ORIGINAL: surfcandy
Alright could you please give me a link to their email or tel# so I could contact them concerning Matrix/Slitherine games account specific.

https://home.bluesnap.com/contact-us/

You can submit a ticket.

[76mm]

ORIGINAL: surfcandy
OI researched that removing credit card info from my account was in the works (from a 2012 post) no problem maybe I missed something. Then I went to check out and specifically made sure I clicked "not to store my credit card info". I returned to purchase something else and my credit card info was stored.

This has been going on for years. I have raised it multiple times with both BlueSnap and Matrix. Neither seem to have the slightest concern about the security of customer credit card data.

ORIGINAL: VPaulus
We at Slitherine/Matrix do not keep any card details at all, as this is all saved on Bluesnap's system, so unfortunately you'll need to contact them to request this.

I've contacted them 5-6 times over the years, but the problem obviously continues. I've also raised this several times with Matrix--who could easily choose one of the million other credit card service providers--with zero results. Absolutely shameful.

ORIGINAL: Lobster
I did a search for Bluesnap. Went to the BBB where they have an A+ rating. From what I saw there they are fairly good about customer service when it is within their realm.

Gotta call bullshit on this one--what's gonna happen when a hacker steals my credit card data from their server? Are they going to step up then? I bloody well doubt it. What is especially shameful is that their site has a checkmark as if it will not save your CC data (just like a real credit card processor!), and yet they save it anyway. And it's been going on for years. And I personally have notified them of this, and complained about it, several times over the last several years.

I really don't get why Bluesnap doesn't seem to care at all, or why Matrix would put up with this abysmal level of service?

[76mm]

ORIGINAL: VPaulus
You can submit a ticket.

Sure, you can submit a ticket, just don't expect them to change anything. So they will remove his credit card data this time, only to save it again next time he makes an order. And so on, and so on...

[Lobster]

ORIGINAL: 76mm

ORIGINAL: surfcandy
OI researched that removing credit card info from my account was in the works (from a 2012 post) no problem maybe I missed something. Then I went to check out and specifically made sure I clicked "not to store my credit card info". I returned to purchase something else and my credit card info was stored.

This has been going on for years. I have raised it multiple times with both BlueSnap and Matrix. Neither seem to have the slightest concern about the security of customer credit card data.

ORIGINAL: VPaulus
We at Slitherine/Matrix do not keep any card details at all, as this is all saved on Bluesnap's system, so unfortunately you'll need to contact them to request this.

I've contacted them 5-6 times over the years, but the problem obviously continues. I've also raised this several times with Matrix--who could easily choose one of the million other credit card service providers--with zero results. Absolutely shameful.

ORIGINAL: Lobster
I did a search for Bluesnap. Went to the BBB where they have an A+ rating. From what I saw there they are fairly good about customer service when it is within their realm.

Gotta call bullshit on this one--what's gonna happen when a hacker steals my credit card data from their server? Are they going to step up then? I bloody well doubt it. What is especially shameful is that their site has a checkmark as if it will not save your CC data (just like a real credit card processor!), and yet they save it anyway. And it's been going on for years. And I personally have notified them of this, and complained about it, several times over the last several years.

I really don't get why Bluesnap doesn't seem to care at all, or why Matrix would put up with this abysmal level of service?

Bluesnap has no control over what a merchandiser does. Like I said, all they can control is what is within their realm of control. If a merchandiser keeps a CC number is not something they can control.

BTW, if you have ever bought anything on line you can bet your bottom dollar that every CC number you ever used is out there somewhere. Count on it. But since my CC companies will not charge me for stolen CC numbers I don't worry about it. Now, if you are stupid enough to use your bank debit card...

I guess you can go live in a cave.

[Lobster]

Forgot to mention. There is one thing I strongly object to. The keep credit card info is checked be default. That needs to be changed.

[76mm]

ORIGINAL: Lobster
Bluesnap has no control over what a merchandiser does. Like I said, all they can control is what is within their realm of control. If a merchandiser keeps a CC number is not something they can control.

Huh? Matrix is the merchandiser, and they claim that they don't keep or even have the number, that BlueSnap does that. So how does Bluesnap have no control over that? Accepting credit card payments is exactly what they do, it is their business.

ORIGINAL: Lobster
BTW, if you have ever bought anything on line you can bet your bottom dollar that every CC number you ever used is out there somewhere. Count on it. But since my CC companies will not charge me for stolen CC numbers I don't worry about it.

Sounds like you've surrendered on digital security--I have not. Sure, if someone looks hard enough they could probably find my credit card number, but I see no reason to make it easier for them by leaving my credit card info on file with every online retailer. Sure I use credit cards but it would be a major hassle if I have to change my credit card number. In any event, I don't want vendors and payment processors blithely accepting more risk for me without my consent, as Matrix and Bluesnap are doing.

ORIGINAL: Lobster
I guess you can go live in a cave.

Please--I've done virtually all of my banking online for the last 25 years, and most of my shopping online for the last 15 years, living for most of that period in Russia, which is hardly a low-risk environment. But I've never had a bad charge--surely in part due to luck, but also because I am very careful about how go about online banking and shopping.

[76mm]

ORIGINAL: Lobster
There is one thing I strongly object to. The keep credit card info is checked be default. That needs to be changed.

Why does it need to be changed? It doesn't matter if it is checked or not, because they save it in either case. That is exactly what people are complaining about!

[surfcandy]

ORIGINAL: 76mm

ORIGINAL: VPaulus
You can submit a ticket.

Sure, you can submit a ticket, just don't expect them to change anything. So they will remove his credit card data this time, only to save it again next time he makes an order. And so on, and so on...

Absolutely 100% correct.Sad but true.It's like they are one step back in time.

[Lobster]

ORIGINAL: 76mm

ORIGINAL: Lobster
There is one thing I strongly object to. The keep credit card info is checked be default. That needs to be changed.

Why does it need to be changed? It doesn't matter if it is checked or not, because they save it in either case. That is exactly what people are complaining about!

Then don't shop there and tell 'They' why. Works for me. To blame it on the CC clearing house and do nothing is like kicking the dead dog over to the next guys yard isn't it?

[IainMcNeil]

Hi guys,

we're looking in to this again and will see if there is something we need to change.

Thanks for your patience!

Iain

[76mm]

ORIGINAL: Lobster
Then don't shop there and tell 'They' why. Works for me. To blame it on the CC clearing house and do nothing is like kicking the dead dog over to the next guys yard isn't it?

I'm not sure what else you would expect me to do?

Don't shop where? Bluesnap? They are not a vendor. Matrix? Usually I would have stopped using an online vendor that does this long ago, but I don't really much have a choice if I want wargames, do I?

I've raised it several times with Bluesnap. I've raised it several times with Matrix, including with Matrix tech support and *top management*. One of the responses from Matrix said something to the effect of "yeah, we checked with BlueSnap, they don't think it is very important, so they'll get it when they get to it." Given that it has already been going on for several years, I figured they'd never get to it. That's when I contacted Matrix management, who said they'd "look into it". That was several months ago, during which time I haven't bought any games, so wasn't sure if it had been fixed or not. I guess not...

Frankly I don't understand why your position on this issue...

[76mm]

ORIGINAL: IainMcNeil
Thanks for your patience!

This has been going on for several years already...actually I'm long out of patience but given the relative lack of alternatives for quality wargames I have refrained from withdrawing my custom, as I would normally have done long ago.

[Blond_Knight]

ORIGINAL: VPaulus

We at Slitherine/Matrix do not keep any card details at all, as this is all saved on Bluesnap's system, so unfortunately you'll need to contact them to request this.

Im sorry but that's bullshit. Our relationship is with you, not bluesnap. I understand that theyre just your payment vendor and Im not super sensitive to this because I always use my credit card but
as you can clearly see other people take it much more seriously and honestly so should you.
None of us are here to beat up Matrix/Slitherine, we want you to be successful. What if there was a data breach at bluesnap, it could ruin you.