Those in the Adult Industry know how volatile the credit card processing aspect of our business is. Remember iBill? Today’s players seem more stable, but they are at the mercy of the Credit Card Companies and Banks. Doesn’t make our job any easier when the attitude of these processors comes across like they are God’s Right Hand.

Over at Gaydemon there is an ongoing discussion regarding the ‘sudden‘ decision by Epoch to no longer allow the Switch / Maestro credit/debit card for recurring billing. Now in all fairness, it is a decision made by Switch/Maestro and not Epoch on it’s own. In fact they have been processing these cards for recurring membership for a year since the card’s new rules were either implemented, or at least announced.  Least that is the explanation given by Epoch.

Now I don’t live in a bubble, and I can understand, even expect, that Credit Card Companies and Banks are going to be adjusting how their cards are used. What with Identity Theft on the rise, with Hackers growing bolder, and with the Credit Crunch happening around the world, it stands to reason that changes, that toughening of rules will be a natural progression. That said, I still find it annoying and irritating at how these companies INFORM it’s customers of these changes.

Example being, that this thread at Gaydemon was started just yesterday, the 25th of June, with the resulting action of no longer accepting these cards for recurring billing taking effect on the 30th of the Month.  Now, excuse me, but according to the explanation given by an Epoch representative, this is not a new rule, but one that has been in the works for at least a year. In fact the ‘other‘ processors don’t accept this card for recurring for that year, supposedly due to this reason.

So if it was known for a year that this day was coming, why did Epoch take so long to fully inform its customers?

Why was notice only given with less than a week’s time before it takes effect?

And worse in my mind, is if they knew this day would happen, why weren’t their accounts fully informed of this possibility long before now, like at the moment of signing up for their service?

What has me a bit pissed is the sense that somehow Epoch was doing everyone a favor, and deserves a thank you that this action didn’t happen a year ago. Frankly it isn’t just Epoch that is like this, but many large operations seem to have this attitude of ‘entitlement‘ that says that we, the customers, should be thankful we can do business with them.

Simple truth is, that they exist BECAUSE WE USE THEM. It is the money WE PAY that provides them with the funds to hire people, to run their operation. WITHOUT THE CUSTOMER they have nothing, no income, but we are expected to THANK THEM? Sorry but that is ass backwards.

Simple truth is that a Credit Card Company has made a decision. It should be Epoch contacting its members, to offer help and suggestions on how to not let such a decision adversely effect OUR OPERATION, and REMAIN COMPLIANT.  That is what they get their FEES FOR. If they are aware of these changes coming, then they shouldn’t be dropping it on our toes, but giving us proper notice, proper time to absorb the information, to get over the shock, not expect thank you’s for having not letting it happen earlier.

Granted, there are times when there simply isn’t any advance warning of something. However, a clear explanation, can go a long way to insuring that any anger, any discourse, is properly directed. If Epoch for example, were only notified this week that the cut off was July 1st, then a simply inclusion of that fact in any outgoing emails would go a long way to insure Epoch didn’t come under suspicion.

As well, a clear thought out plan of action, such as explaining the various options open to them, would further help lessen the impact of the news.  It might mean a bit more thought prior to sending out the notices, but it would avoid a lot of drama too.

But then again, we are supposed to be thanking them, aren’t we?

Posted on June 26th, 2008 by No Bull
Filed under: Billing Processing