Data Breach leads to unfair trade practices by Moneris--- A Case Study

Angoss Software is one of the largest software solutions in Canada. It offers services to about 80% of organizations in Canada. There are global multinationals that uses their services not only in Canada but also outside the country. But recently, many companies complained about a data breach which shocked Angoss. Investigation have revealed that the misappropriation was done by Moneris Solutions, a credit processing company which it contracted since years. This cyber attack affected over 75 million Angoss customers. It was a  big jolt to the reputation of the company.

A Vancouver based law firm was shocked when it found that their database of credit and debit cards was among the list of stolen information. If a debit or credit card is not valid then Angoss should omit it. On receieving the news, concerned companies contacted Angoss Software for a clarification. Surprisingly, Angoss was completely in dark about it. So, Angoss filed a petition against Moneris and also contacted their sales staffs who behaved rudely with them without listening to the complaint. The frustration is inevitable for Angoss. They are on the verge of terminating the contract with Moneris and have to pay a large sum of money for winding up their business with Moneris. 

Moneris – Promises are meant to be broken!

Moneris is going around advertising that if you sign up for their service, they’ll refund $250 of the total amount you pay them, within 8 weeks. I subscribed for the POS service early in 2010, and called the executives at Moneris for the refund. I was told that I would get it in a week’s time. Well! I did not. I kept calling them but to no avail.

After making a series of phone calls, I finally managed to get them to generate a refund code; and that after almost begging for it. The next stage was to get them to issue the cheque. Trust me it was a punishment. I had to speak to so many executives and then after weeks got to know that Moneris had issued a cheque for me long back.

Guess what, when I finally received the cheque the address typed on it was wrong. The amount of pressure I had to put to get what was rightfully mine was astonishing. My point is why should a large organization like Moneris make promises that it either cannot keep or doesn’t want to keep?

Why bait? People will subscribe to services and approach the provider when they need but loose statements such as “get an easy refund,” or “Get a refund in 6 weeks,” and other such claims that are not kept only mar the image of the provider. 

Awful Customer service of Moneris Solutions

I was really disappointed by the awful customer care service of Moneris Solutions. I was stuck in the middle of the Electronic Payment Gateway while transacting via an ecommerce site. Initially in was told that the Customer care service of Moneris is one of a kind by the sales representatives of the company. But my conception turned 360 degree. When I actually was in need of the CC service the most, I didn’t receive any help from the so called acclaimed company. Since I was facing the transaction hassle, I called up the CC executive recurrently but I was shocked to find that none of the calls were received. I was literally surprised!

The money was credited from by account but the ecommerce site was not showing the confirmation. It was a dealing of quite an amount which is why I was tensed and literally wanted help from the customer care executive to resolve the crisis. But the CC department proved to be unprofessional and inefficient 

altogether. This must not be the service of a so called reputed commercial agency. The company must try out something to work on the reputation management and must improve the customer care services altogether.