I booked a trade with someone I don't know. They sent me money on a poker site, I sent them money on 5Dimes. The 5dimes transfer did not go through. I talked to live chat, they told me the email was never received and to send it again. I did. The transfer was then processed twice. They refuse to give me a refund even though they admit to telling me to send the email again and that unfortunately the operator did not notice it was a duplicate request when he should have. Below are the chat logs:
5d1788147: Hi, I sent in an email an hour and a half ago to have funds transferred to another ago
5d1788147: I was told it would only take 30-45 minutes
Joe: Can you please confirm your account number and password?
5d1788147: It still has not happened
Joe: Can you please confirm your account number and password?
5d1788147: 5D1788147
5d1788147: xxxxxxxxx
Joe: Thanks! What email address did you sent it from?
5d1788147: info@5dimes.eu
Joe: Perfect, and which did you sent it from?
5d1788147: xxxxxxx@hotmail.com
Joe: Let me check it with the department in charge, one moment please.
Joe: I am sorry, the department in charge told me that the email was never received, can you please double check the spelling and resend the email?
5d1788147: ok i will resend it
5d1788147: info@5dimes.eu
5d1788147: ??
Joe: Correct.5d1788147: I sent it again
Joe: Ok, let me check with the department in charge, one moment please.
5d1788147: ok
Joe: The department in charge just told me that the they just received the email and will take care of it as soon as possible.
5d1788147: ok thanks
Joe: You're welcome.
Joe: Is there anything else I can assist you with?
5d1788147: how long do we expect?
Joe: There is a long queue at this moment and our department in charge is working as fast as possible, I don't have a time frame for you. My apologies.
5d1788147: hmmm. Gaby told me 30-45 minutes
I get an email shortly thereafter indicating the transfer was processed twice.
Jane: Welcome to our online Customer Service! How may I assist you today?
5d1788147: Hi. I was speaking with George earlier
5d1788147: He told me to speak to a manager after 9am EST
Jane: Good morning
Jane: Can you please confirm your account number and password?
5d1788147: 5D1788147
5d1788147: xxxxxxxxx
Jane: May I know what this is regards to?
5d1788147: I transfer to another user was processed twice yesterday
5d1788147: So I need to be refunded $110
Jane: I see, thank you.
Jane: Allow me a moment.
5d1788147: Ok thanks
Jane: You're welcome.
Jane: I'm reviewing the information with the manager in charge but we are in a high queue right now, please bear with me.
5d1788147: Ok
5d1788147: I will wait
5d1788147: I have a copy of the chat history with Joe, but I assume you do as well.
Jane: Thank you, yes I saw it.
Jane: I will give you the manager in charge, one moment please
Please wait while I transfer the chat to 'Armando'.
You are now chatting with 'Armando'
Armando: Greetings
5d1788147: Hi Armando
Armando: I already reviewed your account.
5d1788147: Ok
Armando: I was able to determine that indeed 2 transfers got processed after receiving 2 emails with basically the same request
5d1788147: Yes it happened twice. It should have only happened once.
Armando: Unfortunately the operator did not notice that he was dealing with the same request and should contact you back before processing the second transfer. However he didn't and you ended up with 2 transfers instead of 1 that was what you were looking for
5d1788147: Yes it was unfortunate
Armando: About getting a refund from us, the answer is no. We cannot reimburse your account for one of these transfers. You'll need to contact the account holder for the account number 5D2147255 and basically ask him to pay back one of these transfers
5d1788147: K wait
5d1788147: Joe, the chat representative told me to send the email again. I did.
5d1788147: You just told me the operator made a mistake.
5d1788147: Two errors by 5dimes.
5d1788147: Why am I not getting a refund?
Armando: Because we cannot reimburse you for a duplicate transfer to one of your friends. The only person who can do this, is your friend
5d1788147: 5dimes made a mistake, and should be liable for it.
5d1788147: Why don't you just take it back from the 5D2147255 account and put it in mine.
5d1788147: That person is not my friend. I don't expect to be able to get it back from them.
Armando: We ended up processing a duplicate transfer after receiving 2 different emails, Mr. xxxx
Armando: The second request should it be double checked but unfortunately that was not the case.
5d1788147: Yes. Your rep on chat told me to send the email again.
5d1788147: The email was not double checked.
5d1788147: It was 5dimes fault this error occurred.
5d1788147: It should refund the $110 to my account.
Armando: The decision about not given you a refund is final. If you like to get one of these transfers back, you need to contact the account holder for the account in question
5d1788147: I will copy and paste the chat here.
5d1788147: can I speak to Tony
Armando: No need. We keep records for every conversation via phone call and chats
5d1788147: Joe: I am sorry, the department in charge told me that the email was never received, can you please double check the spelling and resend the email?
Armando: The general manager is not available at this moment. However I am quite sure this decision will not be any different even if you chat with Tony
5d1788147: I just don't understand this.
5d1788147: You have admitted two errors by 5dimes yet will not refund the money.
Armando: You know what you have to do in order to get one of these transfers back
5d1788147: Yes, but I don't expect that to happen. I don't know that account holder. He will not pay me back.
5d1788147: I have seen previous instances in gambling forums of poor customer service by 5dimes. I will have to add this to the list.
Armando: If you don't know the account holder, why are you making account to account transfers with him? What's the deal behind this transfer?
5d1788147: Because he wanted money on 5dimes and I wanted money on another site, so we decided to swap.
Armando: You may contact him back same way you did before and ask him to reimburse the funds. That's your only solution at this point
5d1788147: That's a poor solution and terrible customer service
5d1788147: When is Tony available?
Armando: He doesn't have a fixed schedule. I cannot tell you the time in which he will be available
Armando: Yet again I am quite sure having a chat with him, will not make any difference.
5d1788147: Yes I am also quite sure of that as I've become all too familiar with 5dimes' poor customer service.