I was told by lock cashier team in April that it would take my WU 4-5 weeks. It took 12 weeks to just get VERIFIED!

I think i am a pretty old cashout (not as old as the December ones). So what now, another supposed 4-5 weeks to get CIH? Or is it another realistic 12 weeks?

I feel it a bit BS to say that the processors are what is holding lock back from getting payments. Why all of a sudden are the processors limiting how much money you can send out? How come this wasn't an issue in the past? Why would there be a problem sending out checks? How does the check processor work?

I wasn't aware that the cashier team had been using the 4-5 weeks timeframe previously it was my understanding that this was a recent change. Clearly kristi007's communication proves otherwise.

Im going to reach out to the cashier manager to get this cleared up and will report back with what they tell me.

LOL HOW IS THIS EVEN POSSIBLE?

Excuse me. Just to be clear, I do not want to get in trouble. I said Cashier team, when in fact it was Lock Support(I am assuming they are two different things). But this email is clearly from April stating WU should take 4-5 weeks. Sorry for the confusion.




Lock Support
April 30, 2013 | 12:11AM EDT
Hello....,

Thank you for your email.

Please note that Western Union cashouts are currently taking around 4-5 weeks.
Apologies for any inconvenience caused by this timeframe.

Please let us know if we can be of further assistance.

Kind Regards,

Jonas
---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu

Its okay there wasnt any confusion, my first thought was that a CS rep had given a timeframe they shouldn't have. I certainly hadn't been given that timeframe at that point in time.

That is precisely why I wanted to get in touch with the cashier manager first before making further comments so I can find out exactly what timeframes were being given at that time and where those timeframes came from.

Yes, its been awhile and I received that 4-5 week WU estimate in the beginning of June. I'll try to chase down one of the emails, because I think it was referenced by others back in June as well. No matter anyway, as the current back log will be gone by the end of this month, which is only 4 days. I'm sure everyone who has been waiting 4-7 months can wait 4 more days. At that point the only backlog should be those "one off" unusual event issues. And maybe you could just cut new checks for those few ones and everything should be cleared off. Then you will have just the new cash outs to process, which would be on the normal 4-5 week schedule.

Would you mind PM'ing me your account email so I can check the support logs to see exactly who sent this to you and follow it up properly?

It doesn't really matter which team, as Lock is one company speaking with one voice. CS, Chat, Cashier team everyone is on the same page anyway. Okay, so this 4-5 week cash out estimate was given on April 30 per Krisit's email. Therefore, the backlog should have been cleared by about June 14th. Shane, it is now July 26th and there still seems to be a substantial bag log? What happened here? That 4-5 week estimate is about 6 weeks off as you still have a backlog.

From which area?

If you PM me the email linked to your account I can go through the support logs and look and who was telling you what and then take that to management for clarification.

Shane

I have had some unexpected delays due to a backlog for these type of requests. I am trying my best to process your request as quickly as possible and you can expect to receive a response to your request very soon. I ask for your patience during this period, however should you wish for to contact me for any updates regarding your request, please do not hesitate to contact me.

Thank you,

Bictor Vlom

Shane,

While I am chasing up your request, lets try to focus on this kristi007 issue. Lock poker has apparently been advising customers that cashouts are 4-5 weeks going back to April. We have this email from kristi007 from April 30, 2013 at 12:11 am from Jonas at Lock support to confirm this. Yet its 12 weeks and kristi007 does not have the payment,. This is from April, so it does not appear to be an “unusual circumstance” from December, January, or February. Shane:

What happened here with Krisit007‘s cashout?

Why has Lock been quoting 4-5 week cashout estimates when they are taking over 12 weeks and counting?

maybe I am missing something but what caused the backlog in the first place? There had to have been something that caused the initial delays. Basically what I am asking is what started this snowball?

Kristi didnt play games, she replied straight away with her details and Ive replied to her and am looking into it.

Do you really have a cashout that you were given that timeframe on or were you just trolling?


Not having enough processing volume to match the volume of cashouts requested.

Shane

I appreciate your patience. I have had some unexpected delays due to a backlog for these type of requests. I am trying my best to process your request as quickly as possible and you can expect to receive a response to your request very soon. I ask for your patience during this period, however should you wish for to contact me for any updates regarding your request, please do not hesitate to contact me.

Thank you,

Bictor Vlom



Shane, to follow up along the same lines as this Kristi007 issue. I contacted Lock in July in an attempt to confirm what type of delivery times you were quoting "new customers". I was quoted 4-5 weeks cashout times for a US customer using WU. So Shane from July1st to July 31 would be 4-5 weeks. As we have determined your backlog would have to be less than that for the 4-5 weeks cash out figure to be accurate. That is 3 more days


Shane, Why has Lock been quoting 4-5 week cashout estimates when they are taking over 12 weeks and counting?

Im just trying to get to the bottom of who you spoke to so I can investigate this properly, if you can send me your email addy I can do this.

Here you go Shane, here's "Brian" giving me the 4-5 week wait time. I requested a withdrawal on June 26th, by July 12th (2+ weeks later) I received the 4-5 week timeframe in an email that I initiated, because Lock doesn't contact you first - I hadn't heard a peep from Lock about the status nor had my withdrawal moved through any stages. So I simply cancelled my withdrawal and sold my Lock $. This upcoming Wednesday (in 2 days) would have marked the 5-week spot on that June 26th request, and let's be honest, Lock wasn't anywhere NEAR hitting that mark. And are you seriously asking people WHO quoted 4-5 week timeframes? Your entire customer service has been for a while. You're delusional dude.

Lock Support
JUL 12, 2013 | 03:01PM EDT
Hello Andrew,

Thank you for your email.

Once a Western Union payout has been submitted, we will process this within around 4-5 weeks. Once done, you will be sent a confirmation email that includes your Confirmation Number and Name of the Sender. Please take this, along with photo ID to your local Western Union branch and they will release the funds to you.

Kind regards,

Brian

Ok then how come processing volume could not match cashouts requested?

Shane

Rest assured I am working on your request. I appreciate your patience. I have had some unexpected delays due to a backlog for these type of requests. I am trying my best to process your request as quickly as possible and you can expect to receive a response to your request very soon. I ask for your patience during this period, however should you wish for to contact me for any updates regarding your request, please do not hesitate to contact me.

Thank you,

Bictor Vlom

Shane,

I contacted Lock in July in an attempt to confirm what type of delivery times you were quoting "new customers". I was quoted 4-5 week cash out times for a US customer using WU.

Are you denying Lock support has been quoting 4-5 week cash out estimates for at least the last month?

Why has Lock been quoting 4-5 week cash out estimates when they are taking much longer?


*** I will wait for you to respond to my questions while I research your inquiry. In the meantime you can "chase down" answers for both Krisit and Vindictive and their emails.

He can't deny the quoted 4-5 week time period. I was told that timeframe on April 30th and then on May 17th I received the same reply from lock when I inquired about any updates. So this has been going on since April-May, there is no way he can deny this. He even told me he found the emails lock support sent me.

JUL 25, 2013 | 12:52PM EDT
Original message
Hi Guys,

My WU was verified around 7/18th. How many days will it take until it is processed and I get a MTCN #?

Thanks in advance

Lock Response:

Lock Support
JUL 25, 2013 | 12:59PM EDT
Hello.....,

Thank you for your email. This means your cashout is in the final stages of processing.

If you do not receive the MTCN by mid to late of next week please be sure to contact us back for an update.

We appreciate your continued patience.

Please let us know if we can be of further assistance.

Kind Regards,

John
---
CSR, Lock Support

Going by this email, I should expect my MTCN# by Wed. Shane, can you verify this?

Thanks Kristi. Yes, I think we are awaiting Shane's response to the 4-5 weeks cash out times that Lock is quoting new and existing customers. And how long it has been going on. As several people are coming forward with these facts. Do you have 2 emails or just the April 30th one? If you received two, could you post both of them here? I have to go get some popcorn......

Not trying to deny it at all, it was my understanding that the 4-5 weeks timeframe was only a recent thing so I was trying to find out which customer support staff were giving out these timeframes to you back in April/May and under whose authority they gave those timeframes that clearly weren't met.


With your continued games here Im going to go ahead and assume you have no cashout and you made no enquiry and are just trolling.


No Im well aware that the current timeframe is 4-5 weeks and thats what the CS staff are giving out, its the players who were told this timeframe back in April/May that Im looking into since clearly they shouldn't have been given that timeframe then.

[QUOTE=imjustshane;39544690]Not trying to deny it at all, it was my understanding that the 4-5 weeks timeframe was only a recent thing so I was trying to find out which customer support staff were giving out these timeframes to you back in April/May and under whose authority they gave those timeframes that clearly weren't met.




Right, and now you know. Well it was Jonas who told me, he usually responds to me from lock support. I think he likes me.....

Oh my bad. Well this one took me long to dig up... PSYCH. I have tons of emails saved:

Lock Support
MAY 14, 2013 | 02:44AM EDT
Hi Andrew,

Thanks for your email. In short, and as I am sure you are aware, we have been experiencing delays due to volume issues facing our US processing partners. At current new check requests are projected to take 7-8 weeks and new WU cashout requests are projected to take 4-5 weeks time.

All pending cashouts are processed as they are received so at this stage it is in your best interest to await the delivery of the pending check you requested in March. Our Cashier Team are working in earnest with our processing partners to have these cashouts completed ASAP.

Thank you for your patience and we are sorry for the inconvenience you have endured.

Please let us know if we can be of further assistance.
Best Regards,
Murray

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu