Hello All,
My name is Ed, and I work with MoneyLineWallet. They are our client. The relationship is a bit complex and a little irrelevant. The important part is that I work closely with their customer service and security departments. And due to my marketing background, they've asked me if I can help address concerns and questions in public spaces like SBR forum. So I will do my best to answer fairly and address the concerns you guys bring up. Perhaps more importantly, I can make sure the right people hear about it, so that they can make some changes.
That being said, allow me to address boondoggle's issue. As it stands, nothing he said isn't true. Except the part about everyone being incompetent idiots
. They have processed over 50,000 deposits this year with a great deal of success. And R03 errors are the smallest sliver of the returns; the largest, of course, being R01-NSF. They are normally simple typos and are quickly remedied. In this particular case, everything seemed perfect in that regard. As boondoggle said, they contacted the bank together to confirm this. However, the bank agents they spoke to were wrong. At this point I was personally involved and called the bank myself and made my way to their *************** department. I do not believe that the MLW agents or the bank reps spoke to this department properly, because the information they provided me was different then what was being claimed as correct previously. At first they were saying "Add nothing but 1 leading zero" which is impossible for ***************. You are all welcome to fact check that. ***************/NACHA formatting requires a 17 digit number be sent, or its rejected before it even passes the processing bank. I could link a bunch of references to this, but you all seem like capable people, so you can confirm this on your own time.
Long story short, with bad information the deposit was re-run incorrectly. Presently, it's being rerun a third time with presumably correct formatting. I will personally be contacting the user once we achieve success to apologize on their behalf.
Again, as boondoggle stated, they are waiving all the fees and doing everything they can to get him going. I have to admit that this must be a trying experience, and not one I would enjoy being in myself. However, I can say with a clear conscious that this case is the exception and not the rule. As a few members here can attest.
As to the signup/activation process. I must admit it is a tricky system. It takes the information provided, and checks point by point for matches against 5 major ID databases in the US. Including SSN, DMV, and Local Government among others. Also, a reverse phone look up database is utilized. So the system scours these databases and attempts to make a match. A match that is consistently similar across all databases. It then pulls up facts (from those same databases) that are not commonly found elsewhere. For example, information that would not be readily available in someone's purse or wallet. This is where the tricky part comes in. It is very difficult to make a match among all these sources. Things like middle names, initials, getting married, sharing an a name with your father who you still live with, having your phone under the wife's name, etc etc etc, these can cause the matching system to either fail in a number or ways. This is calculated into the process. Because honestly everybody fails a little bit. The trick is figuring out how badly. Getting no verification questions back for example is fatal. So there is a live agent that everybody speaks to (theres 15 of them btw not just the same person 'King'). This live agent reviews the account and what errors came up. Determines if you're good to go, then performs the final check. Which is the phone call and voice capture. Since a reverse phone lookup is included in the initial battery of verification, we call that number to confirm that whoever owns that number knows they are signing up for MLW. It's that simple. I'll admit a little intro would be nice. But in the end it was decided that for confidentiality purposes and to keep the process reliable as possible a quiet call would be best. If for example it said "This is MLW, please state your name:" Anyone, even someone being defrauded, might just say it. I know i might. Also, Nicole is the latest hire and has a lot to learn still. Especially when it comes to explaining the process.
Final thoughts:
The guys at MLW are not bad people. They are a bit new in the field. But at this point, they've had a great deal of transactions pass through them and they are getting good at doing their job.
I sincerely hopes this help clarify a bit. I'll be happy to answer any follow up questions you may have for me.
-Ed