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Unresolved issue went on for days, remains unresolved.
September October and November I had to use Vanilla gift card visas due to the fact my bank account was drained, aka all funds were stolen
1) There are not any merchants or retailers in my area that sell Chewy gift cards. The closet store to my residence that sells Chewy gift cards is three hours away.
2) Chewy has some troubles processing vanillia gift cards due to the fact Chewy doesnt offer option for one time use for any credit debit cards.
3) September and October CSR would either redue my auto ship as a shopoing card charge or (their terminology) escslate issure. Either wsy Chewy worked their majic processed my orders.
4) Prior to using a Vanilla visa gift card I verfied with Chewy rep that Chewy accepted said firm of payment.
5) Due to current regional trouble local banks were having with ACH, direct deposits, missing funds n speaking with 2 differnt banks, I decided to get purchase another vanilla visa gift card to pay my autoshipment.
6) As usually vanilla visa gift card was decline. Following Chewy's previous instructions I called customer service. I took the time to explain to 8 different reps n 2 supervisors how Chewy handled my last 2 vanilla visa gift card purchases, n Chewys instructions to me when using vanilla visa gift card. I explained that first csr escallated, after using shoping cart method, which we both got grayed out processing buttons n I was to call back to check.
7) The CSR had no idea of what she was suppose to do. She ask me to call back. Time frame usuall given for me to call them back is 12 to 24 hours.
8) Evening of second night, I checked my chewy account. Oh happy days a pop up box offering one time purchase option. I clicked, filled in requested information, click to purchase. To my surprise pop up message problem with payment try again. I tried again, same pop up message. Since this had never happened before n in the past worked like a charm I called Vanilla visa gift card
8) After verifying more than enough money was availible for my chewy purchase I spoke to Vanilla visa gift card rep. He explained Chewy as merchant is showing as suspicious n chewy website showing as malicious, malware. He said Vanilla cannot authorize any transactions until malware is removed from Chewy's website.
9) After, looking up a few means to words used by Vanilla CSR, n going to an authorized sight that checks websites for malware, sure enough malware found on chewys website, site not yet blacklisted.
10) Same night 10 11 pm ish I called chewy customer service line. I explained in detail to this Chewy CSR starting with my bank account was drained in August, why I cant obtain a chewy gift card, why I had to use a vanills card, Vanillas csr explaination on why gift card was declined malware on chewys website ect. She busted out laughing. Im speechless. Chewy csr tells me that she uses vanilla visa gift cards all the time, went on about her kids n vanilla gift cards, n on n on Chewy CSR laughs again n said she never had any problems with Vanilla gift cards. She then proceeded very rudly, n lied right to my ears stating she dont know what Im pull she is showing card denied due ti non suffcent funds. She went on to rudly lecture me on how I should buy a chewy gift catd, use a regular debit card, make sure enough money is on it, speaking to me as if I was stupid. At one point in what clearly appeared to me a drug induced rambling about how she couldnt push through threw a charge without funds.
11) After Chewy CSR finished her apparent intoxicated rant I held for a supervisor.
12) Supervisor finally on line wuth me. I ask if any notes taken, showing on my account. Supervisor said yeah your visa card was declined due to non sufficent funds n u want us to push it thru. She went on ask me for anither credit card. I explained to her that no, csr reos notes not accurate, I have no idea what she wants to push or why doesnt seem to be part if the issue at hand. I reexplained to the Supervisor everything 3 times, why I have to use a vanilla visa gift card. How nearest place to buy a chewy card is located 3 hours away. This supervisor kept speaking over me. She decided to not hear anything I said. She ask me for another form of payment. I ask her if she was concerend about Vanillas detection of malware on Chewys wesite. I ask if my account had been escallated. She said yes, however u need to put funds on ur card. I ask her to place in notes on my account Vanillas explanation n notification of chewy website has a malware problem. She said she would. She muttered we no longer take vanilla visa gift cards n ask me fornmy card attached to my bank account, laughed muttered something n hung up.
13) Called chewy back late morningnnext day ask for supervisor, on hold long time, got hung up on. I called back, ask for supervisor on hold.
14) At this point im cutting it short I have sever arthritis. In short supervisor verified yes they accept vanilla gift cards. I told her story. She gave me lip, its like they r programmed robots. She saud no last night supervisor didnt put in notes anything about Vanillia stating decline was due to malware om Chewys site. Supervisor ask me to call back.
15) 8 10 hours not sure I called chewy back. Told CSR rep story n Im calling back Rhis CSR gave me a list of reasons my card declined. I explained to her 3 times Vanilla visa gift card CSR last night n again a bit ago toldnme when chewy fixes their malware problem (paraphasing) they will authorize charges. So after repeating myself 3 times n after listen to yet another CSR not listen to one world I said. I ask is chewy going to fix their malware problem so I can make purchases or not. The #%-$&, ask me for another. credit card number. I ask like 5 times if chewy plans to fix its malware problem so I can make a purchase. Onbhold, on hold still on hold. CSR said we no longet accept vanilla visa gift cards. I explained chewy supervisor just this morning verified chewy accepts vanilla gift cards. It sounds to me u dont appreciate my business since 7 chewy employees before her verified chewy accepts visa gift cards. Although I spend over xxxxxx amount of money each month this is hownchewy treates loyal customers. For several dayes Chewy reps had me jump hoops, dance around with assignments to fix isdyes that dint exist knowing u dont accept visa gift cards n u now leaving me on hold handing me excusses leading me to believe chewy accepts vanills. I went on a bit. I ask is chewy going to check out that malware problem. She said no.
I called chewy back n closed my account
Ps please excuse typoes sever arthritis
Claimed loss: For all I know its chewys fault my bank account was drained, info spread n shared with other thieves. A million 2, u tell me
Desired outcome: I want written apology from every person except mike n kyle that I spoke to that lied to me, told me declined due to non sufficent funds ect.explain Chewy.com investigated since they allow theift malware remain on their website alledgedly
Issue Detected
http://chewy.com/ (More Details)
Known malware: warning.html_anomaly?9
chewy.com
Site Issue
Known malware
Site is not Blacklisted
9 Blacklists checked
This is a follow-up to my original complaint.
As mention in my previous complaint, explained to many Chewy.Com employees: I had to look up some of the terminology that the vanilla visa CSR used Malicious, Suspicious merchant, website as it pertained to my situation. After checking said meaning, at several locations n or web internet my understanding(paraphrasing) means malware found on inquired website. This Malware can be many types of malware which are installed on websites to Steal, money, information, credit card debit card numbers, drain bank accounts, download illegal pictures of children to frame visitors i.e. customers, the merchant,both and the like activities. Pertaining to merchant being suspicious malicious is basically the real merchant is being impersonated, website goods etc.
Due to the fact the CSR at Vanilla being honest, I realized it was way past time for some self education on said matter via research.
As mentioned in previous complaint regarding Chewy.com CSR s n supervisor I had to explain to that due to the Fact Chewy doesn't offer a one time purchase use for visa gift card therefore Vanilla declines purchases that register as a primary card for auto shipments. Which is exactly how Chewy requires forces all debit credit cards be registered. I then further explain to each supervisor n each CSR I dealt with on said issues how the past Chewy employers assisted by either redoing auto shipment, purchase transfer to shopping cart from autoship or whomever at chewy provides a pop-up window ( box check) that offers a one time purchase choice. Which is what Chewy finally provided. Please note that for some reason my visa gift card continued to be declined despite said payment via vanilla is now listed as a One time use. After a few tries was this decline that prompted me to call Vanilla customer service none before this decline had I called Vanilla. It was on this call a vanilla CSR informed me my gift card was declined due to detection of malicious suspicious aka malware had been detected on chewys website, for my protection n other vanilla customers Vanilla declined purchase. On thus call with CSR at Vanilla , the CSR verified chewys website malware IS THE ONLY REASON FOR DECLINING MY Chewy purchase. The Vanilla CSR informed me Chewy must remove malware before Vanilla is able to authorize my purchases. As a side note I had no idea what the Vanilla CSR was talking about. I was dumbified. Why ,how, would malware be a thing, what thing. Dumbified.
I called Vanilla customer service today Monday ecstatically grateful that vanilla declined my chewy purchase due to Chew website was full of malware. I had no knowledge that malware could drain bank accounts, impersonate,shop -lift n more n websites can contain be infected with multiple malware etc. I excitedly thanked vanilla and informed vanilla CSR that three website checkers showed Chewys website with malware and so on.
To my shock this Vanilla CSR told me decline was due to myself entering vanilla card as autoship. He was walking back trying to blame me for card getting declined.
No, I had not called Vanilla until AFTER, chewy provided a checkbox with a ONE TIME PURCHASE CHOICE so that vanilla card is approved.
For some reason CSR vanilla wanted to put blame on me while he continued to denied vanilla said anything about Chewys website malware problems. I thanked him again for vanilla CSR reason fir decline due ti chewys website malware problem. His honest answer led me to get educated
At the top if this letter is some or the verbiage from website checker companies reports from them scanning n checking cgewy.com website. I wasn't comfortable listing all allege malware found by companies that check sites for malware. Sadly, I'm certain it was the malware on chewy.com website that lead to my bank account being drain based on findings. However, I'm not an expert. I'm more of an " I had no idea"
until recently, I loved Chewy.I thought they were the best of the best of the best. However, when companies and their employees show zero concern regarding malware found on their website that can destroy lives,it says all one needs to know
