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Visit Simon Scans

Simon Scans (1)

Cryton (10) 03-21-10  11:10am
Rookie Badge TRUST USER?   YES (18), NO (0)

Beware of Billing Scams / Non-Existent Communication

My girlfriend wanted to try this site, and would liked to have signed up using CCBill.

On the site's FAQ page at - http://www.simonscans.com/pages/faqs/ - it clearly states there are three main systems for joining, and CCBill is one of them, but on the sign-up form itself CCBill is never given as an option. She E-mailed to ask how to join using CCBill but never received a reply.

Last week she spotted a site called SimonsFans.com - http://www.simonsfans.com/sf.php - one of those typical gateway sites full of free taster images. On there was a link to join using CCBill, so she filled in all her details and CCBill processed the payment, but she was never provided with a username or password.

The E-mail from CCBill reads:

"Thank you for your subscription to Simonscans.
Your subscription number is ******************* [obfuscated here]
Please include your subscription number in all correspondence.
Your username is
Your password is"

So she wrote to CCBill and asked how to gain access to the site. Here's their reply:

"The website does not use our access managment system. As such we can not test the access to the site. We have e-mailed the website on your behalf regarding the issue. If you do not recieve any correspondence from the website please contact us back. Please allow 48 hours before following up with us regarding this issue."

After five days, there had still not been any response from SimonScans, so she contacted CCBill and they refunded her money.

Good for CCBill, a very poor show from SimonScans.

The only development since is that all the links on the SimonsFans website still point to a CCBill URL, but when clicked redirect back to SimonScans.com. This is more likely to be down to action from CCBill than SimonScans given their terrible customer support in this case, and the dubious nature of the SimonsFans site.

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Comment Replies (2)

Replies to the user comment above.

Msg # User Message Date

1

Simon of Scans (5)
Webmaster
I'm really sorry you hit problems but you also didn't give us chance to solve the password issue - The FAQs are very clear that if you have a problem with your membership you should email us direct - our system is setup for this, but you didn't do it. I'm not trying to dodge responsibility, but if anyone ever has a problem with anything, the best thing to do is to go direct to the source - in this case Simonscans - and not via any intermediary, such as CCBill.

We handle the support inhouse, so the buck does stop here. We've tried outsourcing support in the past and it pleased no one, so we now take turns in the office to do it, hence its spread around just 4 people.

Your email about how to join via CCBill was ignored - and wrongly so - it had been asigned a low priority as it didn't involve a paying member at that point. It also seemed a little odd as while we love CCBill, they are just one of our billers - there's simply nothing to choose between each. We absolutely won't get drawn into any discussions over one of them being trustworthy and the others less so - no processor is able to keep their merchant account if they aren't 100%, so they are all good.

We will however in the future add direct links to each biller for those that do have a preference.

Simonsfans isn't our site, but yet again, as we allow it to promote us, the buck stops here. We recently made some changes to Simonscans which resulted in join pages being moved - simonsfans had not completed changing their links. It should not have made a difference, but in this case it did. We've contacted the webmaster and I'm sure more of it will change. NONE of this was instigated by CCBill and certainly doesn't imply any form of crookery on anyones part.

Doing support is a pretty thankless task at the best of times. It arrives at all hours, ranges from the incomprehensible to the downright weird. Almost everyone is annoyed something isn't working and also very (and rightly) worried that they are in the process of being ripped off. We really are trying to help. :)

In this case, the least we can do is offer you a free pass for 6 months, please give us chance to impress you with our porn :)

03-22-10  04:15am

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2

Cryton (10) REPLY TO #1 - Simon of Scans :

Excellent reply, thank you, I have a far better impression of the site following your input.

In our defence, contacting CCBill regarding the payment seemed like the best option because as you mentioned, my girlfriend's original message went unanswered and people tend to get a bit paranoid about their credit card details.

Regarding the preference for CCBill, this comes purely from the fact that the VSX payment process always states my girlfriend's card isn't valid, when of course it works everywhere else, including CCBill.

I'm sure she'd gladly accept your offer of a free pass and thank you for the gesture of good will. Let me know how she should get in touch and I'll pass on the details.

03-22-10  02:42pm

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