Instead of direct deposit this morning they withdrew funds from accounts. Thoughts? How the bleep does this happen??

What? I got paid via PayPal a couple of days ago. I don't know how they can take funds out of your account. Maybe your bank's error?

Hi suzieboz & anyone else who experienced the issue with the payment overnight.

My sincerest apologies for this issue. We're working with the bank to understand why they attempted to withdraw instead of deposit, and immediately reverse the error.

We'll update you and everyone else affected as soon as the issue has been resolved.

My apologies again

Daniel Price
VP Operations
Customer Impact, LLC
dprice@customerimpactinfo.com

They didn't just attempt. They succeeded. Who is this bank?

I want to know how they got that access. Direct deposit does not let a bank withdraw money like this. I trust c.i. to take care of but I want to know what b bank did this. My money is on the usual suspects at skank of America.

I haven't a clue since I don't do direct deposit with them. There are only a few MSCs I do that with. If PayPal is an option that's my first choice.

@suzieboz
Contact your bank. They should not have let that happen and, with a report of an unauthorized transaction should be able to put money back into your account immediately. They might want a copy of the posts in this thread.

Customer impact has I til noon and then I'm going to my bank. It's not the amount of money. It's how this happened. Thankfully I use a lo cal credit union.

I would suggest that the bank needs to be notified anyhow. Customer Impact should not have the ability to withdraw funds from your account at all. The bank is responsible for protecting you from such blunders and needs to see what went wrong in their systems.

I would also suggest that it is likely that somebody is negatively affected by the amount of money involved and could find a their balance in the negatives and start incurring fees. If your bank knows that you had an issue, they are more likely to catch similar issue with other bank patrons right away.

I had that happen once with a direct deposit. Turned out it was my credit union's fault. The clerk accidentally withdrew instead of deposit. I guess it's as simple as one wrong click - or it was in that case. After I called the bank to ask they resolved it while I was on the phone.

Customer Impact needs to check their new employees as they have our Bank account #"s, and of course you'll go to your bank, but my guess is someone from their company has your bank account # ,and did this, how else?
I've worked for them for years, never heard of such a thing but scary...I'm with a credit union and have an alert when anything off color happens.

I had a withdrawel also which made the bank take money from savings to checking to cover it. :-(

Irene, they don't have my bank account info, I get paid via PayPal. Are you signed up with direct deposit with them?

If there was a ever a better argument for using Paypal I haven't heard it...

Yikes

@JASFLALMT wrote:

Irene, they don't have my bank account info, I get paid via PayPal. Are you signed up with direct deposit with them?

Yes, most pay me through DD, quicker and easier...you get a notice that funds have been deposited. I also have Paypal and a few still by checks, all my bases are covered. I think it rare to have funds withdrawn, and it may have bee a error by her bank.

That's what I thought initially until I read Daniel's post about it happening to other shoppers.

It happened to me and kinda messed up my morning since the withdrawal has tied up funds I was going to use today. I did call my bank and explained it to them. Makes me want to switch to paypal for those companies that offer both!

I don't mind waiting 1-3 days to get paid by PayPal as money in my bank account is only used for online bill payment. I never take money out to spend. When I get checks in the mail I sometimes cash them and so I always have cash on hand just in case, but otherwise I always use credit cards to pay for everything...

Anyway, to those of you who were affected by this, I hope it gets resolved quickly. That would upset me as well.

I had replied to his e-mail and he answered back that it should be resolved in about 2 hours. They are going to do 2 deposits.

UPDATE:

First, I want to thank everyone for their patience and understanding during this very unfortunate issue. I do want to make clear that no information was compromised, and your bank information is hidden from all employees other than one person in the accounting department. When payment is made, it's a file pull from the system that is sent to the bank for payment. There was an error in how the file was tagged that led to this incident.

The bank has confirmed that all of those affected will be receiving 2 identical payments; one to offset the debit that occurred, and another to pay the correct amount that should have gone through. This will be applied today. When the exact time that will show up on your account will vary due to who you bank with, but we have been given verification that all of it will go through today so it will officially close on the same day as the debit was issued.

Once that is resolved, anyone who incurred a NSF/overdraft fee will be documented and paid by Customer Impact to cover the cost of that fee.

We will be reaching out to everyone who was directly involved personally throughout the day. If you have any further questions on this matter, please don't hesitate to email me at dprice@customerimpactinfo.com or call me at 800-677-2260 x154.

We apologize once again for the issue, and it will be resolved very shortly.

Daniel Price
VP Operations
Customer Impact, LLC

@dprice
I am not affected by this. However, I have to say that I appreciate the way you have been up front about the issue and worked to remedy the situation immediately.

It goes to show that MSC reps do read and pay attention to what goes on in the forum. I respect the fact that some (like Daniel Price) only post in a positive, helpful manner.

ok first let me say that last month and previous months our deposits have gone in earlier than the 25th. I have read that they have until the 25th to pay us. That being said logically speaking because I am on a fixed income I ran out of funds and available credit this month. I spent the last 8 dollars to my name last night for a personal necessity (all be it a bad one-cigs).I woke up this morning anxiously awaiting to see if my direct deposit went in. Instead, I see my account overdrawn by the amount of my expected deposit. This is extremely stressful for someone living paycheck to paycheck beneath the poverty guidelines.
Now for those of you who want to go to the bank, I advise you to not waste your time. I called my bank first and they said yes it definitely was a withdrawal and there was little they could do at this time, to contact customer impact instead.
I burned the voicemails up at CI this am and got an email from Daniel shortly thereafter.
All we can do is be patient
As for CI, I am heartbroken because they are my favorite marketer with Go Spot Check assignments. I love go spot check short sweet to the point and no report afterward and the app works right. (not like isecret whom won't upload the pics). This affects their reliability rating but I will still love go spot check assignments.

Up until two years ago I would agree with you; however I have had the pleasure and joy of having my Paypal debit mastercard hacked not once, but twice. Seems that finally with the CHIP they aren't having as many issues. One time, it was used for someone to book a cruise to Greece (yeah, of course they wouldn't give me the person's NAME who was traveling so they could be arrested) and the second time, they made a copy of the card and went to town all over northern Florida spending 100.00 per transaction buying gift cards. Of course Paypal didn't hold me liable but it held up a significant amount of funds as I had to have them replace them because when my debit Paypal card didn't have enough on it for the transaction, it went to my back up source. My credit union was much more helpful with making sure I didn't bounce anything etc (we're talking a few thousand). What got me is that I had used my Paypal card at a Dunkin Donuts in Connecticut to get coffee at 7:00 am and at 7:05 I'm supposedly at a Sarasota Walmart and that didn't send off any sort of flag. Chase on the other hand with my credit card....as soon as I used it in Disneyland, my phone rang to see what was up. THAT all being said, I think that Mr. Price has handled the situation very professionally.

Edited 1 time(s). Last edit at 01/25/2018 06:34PM by suzieboz.

suzie how do I do that with PayPal? I have a PayPal debit MasterCard and it is a debit only card. I have PayPal credit too, but I can only use it online. Is there a way to get credit on a card from Paypal, or like yours where it pulls funds from your backup source? How does that work? I had a final payment due the 20th and when I did not get my CI payment I have been unable to pay it. It was on autopay from the PayPal MasterCard.

Log into paypal and find where the back up funding is and put in your account info. I use my Paypal debit card for everything and it first pulls on what you have in Paypal and then on your backup. I'm grandfathered in for 2% cashback monthly on all my purchases (which is why I use it for everything from Netflix billing to my electric bill). I think now its 1% but still....more than what any bank pays for using cash essentially.

[www.paypal.com]

The banking error has been fixed (with my bank). It is unfortunate there was a problem but they wasted no time fixing it and keeping us in the loop as to what was happening.

I was not affected - but this is extremely interesting. So it seems that if one provides DD information to MSC, it is possible that not only can they deposit money, they can withdraw money. I was not aware of this. While I don't do DD with Customer Impact, I do with other companies (Bare comes to mind) and had no idea that this was even possible (albeit, rare I understand). Wow.

Yes, this was a huge error. I would still like to give Daniel and the entire crew at Customer Impact credit for being on top of the situation and working to rectify it quickly. Multiple emails were sent updating contractors during the process, including a guarantee to cover any fees if the withdrawal left accounts overdrawn. In addition to the emails, staff was calling impacted contractors. I don't see how they could have handled it any better, other than not making the mistake in the first place

I want to say CI did an excellent job. They took a page out of the “Forged in Crisis” book. I had a debit and two credits today. They recognized the problem, came up with a solution and quickly implemented a fix.

Great work CI team!

Edited 1 time(s). Last edit at 01/26/2018 01:20AM by Capurato.