Why can't Rebtel accept any of my credit cards?
First, let me say that I've been a Rebtel customer for almost a year, and love it--but this doesn't mean it can't and shouldn't function better in some regards. Payment restriction is one that I assume a lot of users have run into. Rebtel for some reason cannot accept either of my credit cards, even though they work for much more sensitive, and much larger, online purchases all the time. What this means is that a loyal customer like myself cannot use auto recharge, since paypal, my only means of paying that works, isn't an option for auto recharge. And what that means is that if I ever run low on credit while traveling, I might well not be able to add funds to the account, since this is impossible to do in some countries (why?) and an internet connection might not be available. I have asked Rebtel about this, and received the standard reply: they use a high level of security for payment. But so does my bank, so does Amazon.com and Amazon.uk, so do all the other vendors I use the same credit cards with. It is clear that Rebtel uses a deficient system for payment security--and it may well be less safe as a consequence.
I'd like other frustrated users to join this request that Rebtel finds a new and better informed client for its payment system. I know that the response from Rebtel will be the same I've heard before unless they hear from lots of otherwise happy customers that this is unacceptable as well as unnecessary!
I'd like other frustrated users to join this request that Rebtel finds a new and better informed client for its payment system. I know that the response from Rebtel will be the same I've heard before unless they hear from lots of otherwise happy customers that this is unacceptable as well as unnecessary!
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The best answer from the company
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Steven,
Thanks for your feedback and I'm sorry that you have had so many issues while making payments.
I totally understand your frustration and I can only apologize for the issue syou have stumbled upon. Our payment provider was down while you were trying to make a payment. This is not an excuse but an honest explanation.
We are looking into implementing backup providers to avoid this kind of situations.
Thanks for understanding and sorry again for any inconvenience.
The company says
this answers the question
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Inappropriate?Steven,
Thanks for your feedback and I'm sorry that you have had so many issues while making payments.
I totally understand your frustration and I can only apologize for the issue syou have stumbled upon. Our payment provider was down while you were trying to make a payment. This is not an excuse but an honest explanation.
We are looking into implementing backup providers to avoid this kind of situations.
Thanks for understanding and sorry again for any inconvenience.
The company says
this answers the question
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Inappropriate?This does not address my question--it is not a one time problem, but has been a problem since my first experience with Rebtel in July of 2008 and continues to be a problem to this day. I'm sure you were well meaning in your response, but from my end this feels like a brush off. Please take it seriously and improve your online payment system!
I’m frustrated and also offended
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Inappropriate?Steven,
Thank you for the valuable feedback, it's apprecaited.
It is the feedback from our users that helps us to improve the service and make it better.
We are currently reviewing our payment flow and we hope to improve it as soon as possible.
In the mean time send an e-mail to customerteam@rebtel.com and write 'Steven Mullaney-Get Satisfaction' as the subject and I am sure that the support team will be able to solve this for you and allow you to use your credit cards.
I’m confident that we will be able to solve your problem
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Inappropriate?I am happy to report that customerteam@rebtel.com responded promptly and was able to register my cards with their system so that they now work for Rebtel. Thank you for this!
I’m a satisfied customer
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Inappropriate?I'm a new customer just trying to set up my account and am having the same problem with my very valid credit card....system will not accept payment. Have emailed customer service....hope I get the same response as you very soon or I'll be looking elsewhere.
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If you have already emailed, it is just a matter of time until you get a reply. Sorry for any inconvenience. -
Inappropriate?I've had the same problem. It's incredible that this company is staying in business when they are making it impossible for so many people to pay them. Unbelievable.
I’m incredulous
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Chris,
We are working on improving our payment flow and we do all humanly possible to let payments through. It is of course our highest priority that all users can make a payment without friction, but sometimes our payment provider denies them for different reasons. Please contact us at customerteam@rebtel.com and we'll help you out. -
Chris,
I've just answered your email, so please keep an eye out for my reply. Everything is working properly now! -
Inappropriate?Chris and Robert and others, I hope that customerteam@rebtel.com does the same for you as they did for me, which resolved the problem of using a US billing address in the UK. I think they directly instructed the (external?) company that processes the cards to authorize both of my US cards--and that was that. I'd been told before this, going back to summer of 2008, that I would have to find an alternate way to pay, and have been using PayPal all this time. It works, but no autorecharge. The one thing to stress is that the service is fantastic -- much better call clarity than Skype, free calls worldwide if you use the call back feature, and you can switch the system over to any of your phones you have with you/are at. Contacts calling you use the same numbers all the time, whether I'm on my landline in London or my mobile in Italy. It's brilliant once you can set up autorecharge . . . good luck.
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Inappropriate?@Steven - "free calls wordwide" ??? Hmm... I'm sure you meant most countries in EU. And doesn't cover the entire Europe or Asia nor Africa.
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Inappropriate?I received an email from customer service assuring me that they have verified the card that kept being rejected and that it will now work. I have not tried it yet because I had already found a card that their system would accept and made my payment on it. But the situation is hopefully resolved for me. Thanks, customer service.
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