HSBS Secure Epayments failure

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DerekB

  • #121
    I think I will wait before advising customers to use. Back in January the nightmare of not knowing what data was lost or recoverable was even worse than not being able to receive orders. I am so glad that I did not follow the "official" early HSBC advise then, and contact all my customers to tell them that their card details had been lost! Unbelievable!
     
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    jd1977

    Free Member
    Sep 17, 2005
    48
    3
  • #124
    same here, getting the following
    A problem occurred while processing your request
    1004 - No Reports definition is configured for ReportName: 'CCE_T_SC_A_A_V2'.

    Please contact your administrator if the problem persists

    If they have lost ALL past orders permanently , I will go balistic. As that will mean writing out customer refund cheques if refunds need to be done.

    Had to do that for a couple of orders back in Jan
     
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    sculli

    Free Member
    Mar 30, 2008
    11
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  • #126
    At the moment there are no records of current or past sales showing on the site at all. I have just phoned secure epayments and they cannot say whether or not they will be able to retrieve any new order details. They have just taken the site off-line again as well.
     
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    traveller

  • #130
    Hi all,

    After yet another outage im another busines customer searching on Google for anyone else who has had problems - theres a fair few of us!!! We didnt claim in January as they reduced our credit charges as away fo compensation but after these two we will be. Could someone possibly let me know the exact times the March outage was so we can put in compensation claim?
     
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    mattseo

    Free Member
    Jan 22, 2008
    27
    1
  • #131
    Yes my customers :mad: caused me loads of stress. Fixed the problem by removing the hsbc intergration codes and replacing it with nochex details.

    My clients were back in business within 2 hours thanks to nochex.com


    HowardJB said:
    Hi
    On Saturday 05/01/08 at 9am the HSBC secure epayments system crashed and wasn't restored until the following day at 1 am. This is obviously a major incident for HSBC but an email I have received informs me that all the transactions we took on the Friday 4th have been lost and should be manually re-imput. Short of contactcting all the customers who placed orders on the Friday and asking for their card details again I am not sure how to do this. In addition our website was unable to accept orders on Saturday which is usually a busy day for us causing us to lose a days trading. Has anyone else on the forum been affected by this?

    Regards

    Howard
    Click to expand...
     
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    peedeesee

  • #136
    The system seemed to first go down at about 4pm BST on Monday. I started getting the dreaded 'Input queue full' response.

    I immediately rang the 'help' desk. At first they denied all knowledge of any problems. After a bit of prodding they realised something was wrong and promised to call me back.

    An hour later I rang again and was told that there was a problem for a few UK customers. At which point I asked what their other customers were doing.
    I was then told that system was being restarted and would be back in a few minutes. Quite.

    What are people using as an alternative. I'm currently seeting up Protx but this will cost me an additional 10p per transaction. Barclay's ePQG looked ok but there rates were high, e.g. debit cards = 23p + 1% !!!!

    What sort of compensation are people getting, did they get last time, or are hoping to get?

    Time to give my account manager another call. I think he's hiding under his desk...
     
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    mkhilton

  • #137
    Just Rang the Helpline some people are able to log on told it wouldn't be much longer before all services are back including reports etc , No data already processed has been lost . or so they say we shall see !!!!!!!
     
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    NickW

    Free Member
    Mar 30, 2008
    7
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  • #140
    23 hours of downtime and no resolution in sight.

    I'm certain whatever amount of compensation that HSBC intend to pay is not going to cover the the additional labour costs that have resulted for many of us, nor the unquantifiable damage done to businesses reputations.

    If they had sold this unreilable service to US companies, they would be preparing for a class action style legal suit right now.
     
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    DerekB

  • #141
    12.jpg
    MAINFRAME POWERSOURCE HAD DIED.
     
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    Halcyon

  • #143
    We have been using HSBC for one week now. After weeks of trouble and lack of communication from HSBC to get it up and running, this is the final straw. I have gone back to WorldPay and will never use Secure e(or not)Payments again.

    I think the whole system is being run on my old ZX81!!
     
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    J

    jd1977

    Free Member
    Sep 17, 2005
    48
    3
  • #144
    Has to be hosted somewhere online first Derek, wont show local file names.

    Is it a pic you have got from the net? just send us the net link :)

    I tried phoning my commercial manager today, no luck. Incidently the compensation from the last 3 day outage was paid into my account this morning.

    Just missing yesterday's sales, and the current outage compensation and maybe 5th Jan if I push my luck. then it will be sorted then.

    The biggest issue I have with this, is that it buggers up your cashflow running on an overdraft and relying on clearance times when there is a delay of cash going in an extra few days can really cause problems.

    On the register again
    http://www.theregister.co.uk/2008/04/08/hsbc_e_payments_problems/
     
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    W

    wunpac

  • #145
    Hi Guys,

    I've just had an email from my commercial manager. Not good news I'm afraid. I've copied it below

    --------------
    Further update.

    The secure ePayments system will be suspended until 9am tomorrow so the database suppliers and providers of the system can undertake further testing and correction.

    I will advise you if there is any change by 9am tomorrow

    Regards
    ----------
     
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    Motor-Mouse

    Free Member
    Apr 8, 2008
    3
    0
  • #146
    I've taken my own advice, not HSBC's and removed them completely from our web site. Are they not suposed to be offering a service to support us little people. I've had nothing but grief having only started using them a couple of weeks back and within hours they were out for the whole weekend and now we are still none the wiser for todays little escapades. I emailed them twice this morning still with no results. And yet I've had phone call after phone call from my potential customers which I'm having to let down nicely.
    ]
    I think I'll shop else where.

    Will you all join me?


    Motor-Mouse.
     
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    H

    Halcyon

  • #147
    Just got this from HSBC.....

    We are extremely sorry to advise that we are still experiencing problems with our Secure ePayments system.

    The service was operational from 12:00pm today but we have since encountered a number of further performance issues

    As previously advised the issues that we are facing relate to the databases.

    This is the first time that we have experienced this particular issue and we have engaged the help of both the database suppliers and the providers of the application.

    In order that we can provide a stable platform to fully support your business, regrettably we have temporarily suspended the Secure ePayments service with effect from 15:30 today.

    This suspension of service will allow us to undertake further correction and testing. The earliest the system will return will be 9:00am tomorrow.

    The Bank's Executive Management are fully aware of the situation and appreciate your continued patience throughout this further period of service disruption.


    WHOOPEE DOOO!!! What about our customers?
     
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    Motor-Mouse

    Free Member
    Apr 8, 2008
    3
    0
  • #150
    I've tacked on PayPal for the time being and alls well here.

    How does it compare?

    Well it's working for me and the sales are still dropping in so until they get their act together I'm going for plan B.

    Plan C is in the pipeline as we type.

    I sound a bit bitter, sorry about this everone. I'm not usualy. Only I was the fool that paid the setup fees and sent a member of staff home this morning because there were no orders to process.
     
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    matty262

    Free Member
    Mar 30, 2008
    8
    0
  • #151
    We were able to move completely to Protx today and although HSBC still authorise the transactions, payments have been successful so I would urge everyone to get your compensation claims in, get set up on another payment gateway and move. Don;t let HSBC know that you are moving though because the 'loss adjusters' are already hard at work trying reduce the compensation they pay out so if you start threatening to leave, my guess is they'll put you at the bottom of the list. I got some pretty quick responses to my claim with some pretty poor offers of comp. but I mailed them at 9.00am this morning and said I would settle for nothing less than I originally claimed bearing in mind that the system was down yet again. I haven;t heard a word from them all day and my relationship manager seems to be hiding away - not answering the telephone and not responding to messages - they are pathetic.
     
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    stark77

    Free Member
    Apr 8, 2008
    12
    0
  • #152
    Hi,

    We currently use secure e-payments with the XML API so we take the credit card details on our site as part of our order page and then submit them to HSBC.

    Are we able to switch to using Protx in much the same fashion? i.e. POST the transaction details to them using XML and the process a response? If so, I take it this can be done using our existing merchant account with HSBC?

    We do less than 1000 transactions a month, so £20 a month would seem to be the only additional cost - but are there any additional costs incurred from the HSBC side if we do this?

    Thanks for any help you can give me - receiving the email tonight about how it won't possibly be back up until 9am tomorrow was the last straw. The idea the a technical problem would be mysteriously fixed as soon as regular working hours begin again only seems to imply that when 5pm comes round, everyone goes home and doesn't even attempt to fix anything until morning! I can't believe that a major international bank can be so incredibly poor at implementing a payment system.
     
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    onlineforever

    Free Member
    Apr 8, 2008
    4
    0
  • #153
    Given these issues we are facing yet again, I decided today to get Protx set up, signed up and made a bloody mistake!
    My hsbc merchant internet account can not be used with epayments and protx, it is catch 22.
    Hsbc can create me an additional merchant account for Protx, wait time approx 7-10 days
    OR
    they can end my secure epayments service so I can stick Protx on, but a 3-4 day wait.
    I have emailed them today about my compo claim for the last outage and will see how I get on.
    IT HAD BETTER BE WORKING TOMORROW!!!!!!!!
     
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    sculli

    Free Member
    Mar 30, 2008
    11
    0
  • #154
    matty262 said:
    We were able to move completely to Protx today and although HSBC still authorise the transactions, payments have been successful so I would urge everyone to get your compensation claims in, get set up on another payment gateway and move. Don;t let HSBC know that you are moving though because the 'loss adjusters' are already hard at work trying reduce the compensation they pay out so if you start threatening to leave, my guess is they'll put you at the bottom of the list. I got some pretty quick responses to my claim with some pretty poor offers of comp. but I mailed them at 9.00am this morning and said I would settle for nothing less than I originally claimed bearing in mind that the system was down yet again. I haven;t heard a word from them all day and my relationship manager seems to be hiding away - not answering the telephone and not responding to messages - they are pathetic.
    Click to expand...

    Hi Matty
    I don't think it makes any difference - HSBC know I am moving to Protx (sadly not until the end of the month as I have to have my site totally redesigned to be able to do this - long story and expensive!) however they settled my first compensation claim without any quibble and I received payment yesterday. Having logged regular complaints against secure epayments for the last two years (mostly ignored) I feel I am due a massive compensation claim, however it is neither wise nor beneficial to be greedy. I will make do with cover for the orders I have lost, a bit of extra admin time and a gesture towards the loss of goodwill, but how long is a piece of string.................!
    One little tip to anyone who doesn't know this, head all correspondence to HSBC 'Without Prejudice' this may help your claim along.
     
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    TimmoB

    Free Member
    Mar 19, 2008
    128
    14
  • #156
    onlineforever said:
    Given these issues we are facing yet again, I decided today to get Protx set up, signed up and made a bloody mistake!
    My hsbc merchant internet account can not be used with epayments and protx, it is catch 22.
    Hsbc can create me an additional merchant account for Protx, wait time approx 7-10 days
    OR
    they can end my secure epayments service so I can stick Protx on, but a 3-4 day wait.
    I have emailed them today about my compo claim for the last outage and will see how I get on.
    IT HAD BETTER BE WORKING TOMORROW!!!!!!!!
    Click to expand...

    I was told that too by hsbc, but then they told me I could use both on the one merchant account, and that is how it has been operating since the outage 2 weeks ago.

    I would check with them again.
     
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