Here is a Shane quote from a different thread and my response that is a more appropriate discussion to have in here:
Quote:
Originally Posted by imjustshane
As far as Im aware there should be no cashouts from Nov/Dec still outstanding on our end.
Your check was sent several weeks back, we have reached out to the processor to get a trace on it to find out what has happened with it.
I believe there have been several customers who have stated that they have not received cashouts from December. If they have not received their money then it is up to Lock to be on top of these things.
Whether it is a delay on Lock's end or is the "fault" of the processor does not matter. The customers are unable to contact the processor. And you guys are the ones who chose that processor in the first place. Plus, none of us are able to verify that it really is the processor's delay as opposed to your own. From the customer's standpoint, I'm sure you can see why this feels and smells like stalling and excuse-making.
It is ENTIRELY up to Lock to monitor the situation and stay on top of these things. The customers should NEVER have to tell Lock that the cashout from December has not arrived. Why didn't Lock already know? Why wasn't support already in frequent contact with the customer? Why not cancel that one and issue and new cashout if it is delayed that long?
Lock should already know where the checks are. If the checks are not going through because of some issue with the processor then LOCK should be aware of it...and should send the check again. Lock should also provide an additional 10% of the total for the hassle of not receiving a cashout for several months AND not receiving communication about it from Lock.
Stop using the excuse "everything is good from our end." Ummm, it isn't. Your customers do not have their money. The blame is with Lock.