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Thread: Zombaio useless customer service

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    Default Zombaio useless customer service

    So I took the plunge and joined zombaio , integrated it into one of my sites and took around 1000$ through it to get me started . This was around 3 months ago .... have I been paid ONCE yet ... nope ! Every time I mail customer service , they write back that I am due to be paid 'soon/shortly/in a few days/after a wait time ' . I am not sure how he continues to answer me with this, when he has been telling me pretty much the same thing for the last 3 months ! I reached payout quickly to test , that was around the first days of June , then I waited until the 1st few days in July because they wrote to me to say I should wait for the first of the month before they pay ....... First days in July come, nothing is paid to me, so I mail back and this time I am told to wait the obligatory 20 day hold period .......so I wait until around the 20th of July ...... Still nothing , so I mail back again ,and this time I am told it can take some time to clear into red pass and I should wait until August ! So I wait until August , and then I see the payment in my zombaio account changes , and a settlement date next to it - I ask them what this means, and they write back and tell me to wait for the settlement date . I wait a week until the settlement date, which leads me to now , and guess what , Still no payment . I find it frustrating that the very purpose of joining Zomb was to cut back on the wait times that payoneer imposed, when actually they're about 10x faster than Zomb ! Anyway I've just mailed Zomb again , and got given the response below . Not much I can say to that , other than to keep waiting. Considering this is my very first payment with them I can't believe what an ordeal it has been and I don't think I will be bothering with them again . When I originally asked about the payout , they wrote me saying 'there is a hold on your payout for 20 days, this is normal for all payment processors' I really didn't appreciate the response, it didn't seem very professional to speak for 'all payment processors' especially given the case that I know this isn't accurate , not to mention I've so far waited over 2 months, never mind 20 days . So far my experience with Zombaio has been negative, and that is really disappointing .

    Good alternatives other than CC bill anyone? How are the girls who are using Zombaio feeling about this ridiculous wait times. Do you really wait 2-3 months for your money. I don't feel safe doing that. Below is today's mail from the delightful David . ''A few business days '' How long is a piece of string?

    Missy


    2014-08-06 18:15
    GMT 2
    Dear XXX

    My apologies for the wait, it should reach your account within a few business days.

    Best Regards,

    David

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  3. #2
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    Default Re: Zombaio useless customer service

    I had the same issue with CCBill. After processing fees, conversion loss, and wait time, indie through these big processors just isn't worth it for non US girls.
    "If you want to earn more, learn more" ~ Zig Ziglar




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    Default Re: Zombaio useless customer service

    I use Verotel and they pay out weekly or they have wire transfers (for a fee). They charge 15% for website memberships plus 25 Eu weekly now (which sucks). You can use their FlexPay for things like camshows, physical objects, your own clip store etc. and it's only 15% processing. It's kind of complicated to integrate, requires serious web knowledge, but they refer you to someone who you can pay to do it (which I did). I've never had a hard time getting paid from them, excellent service.
    I am not living paycheck to paycheck so I don't really pay attention to when the checks come etc. I've never felt like I had to wait forever for a payout, and they are based in the Netherlands and I'm in Canada. They are quick to respond to emails if you want to get in touch and check them out.
    The thing that pissed me off about Payoneer is the low private load allowance per month.
    Last edited by SophiaSylvan; 08-06-2014 at 11:20 AM. Reason: add

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    Default Re: Zombaio useless customer service

    +1 for Verotel, while I have no first hand experience with them I have heard nothing but good things and have never heard about payment issues since they have been around.

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    Default Re: Zombaio useless customer service

    Thanks for the advice everyone. 25 euro a week is too steep for me as I no longer cam full time, and sometimes go months without as much as turning on my webcam , so it's not feasible to be paying a set fee. Still throwing around options , but Loveshooks site is looking promising right now.

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    Featured Member SophiaSylvan's Avatar
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    Default Re: Zombaio useless customer service

    I see Loveshooks posted something, that's great a processor sponsored by a girl in the industry. I wanted to clarify 24 EU a week is only for your membership site fees, not for general processing of a store etc., which has no set fees. Seems like Loveshook provides the same rates as Verotel without having to set up a complex store. I would have used it if I heard about it before

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  12. #7
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    Default Re: Zombaio useless customer service

    I used to be such a fan of Zombaio and I really hope they do get their ish together. It's the only IPSP out there that doesn't charge start-up fees, and if goes under I think the niche of indy camming will be a poorer place for it. The Zombaio payment issues was a major factor in deciding to start my listing site, and yesterday I made the decision to lower the payout threshold required for 85% processing to $100 per week. That would mean that someone with even a small handful of weekly bookings would receive the same payout rate as Epoch, CBill and Verotel without the reserve deductions or yearly Visa/MC fees.

    I dunno wtf is going on with Zombaio, they are absolutely killing their own business with these payout delays. I honestly haven't experienced the same payment issues as others have experienced, I'm paid in full on back payouts and my last payout with them (low xxxx) isn't due to arrive yet. I'm not going to totally drop them as a processor for my own personal site yet, but I'm in wait and see mode. I really hope they turn things around and work on building some credibility because they were a great option for small, independent producers but a this point things are looking kinda grim.

    I'm really sorry you've had such a bad experience with them Missy. Please do update if you get paid and I'll do the same.

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    Default Re: Zombaio useless customer service

    I really hope they do pay , it's weird that I continued using them for so long without one pay out ! But in my defense, so many girls were having a good time with zomb and their only issue being lengthy wait times, it only just dawned on me today , that I've been waiting almost 4 months with no payments at all . I've been onto their live chat , where they advised me that I'm going to have the first payment out of what they owe me in the next few days, and the next payment at the end of the month (after that they owe me two more ) . We will see.

    Thanks to Loveshooks I should still be able to take indy payments. How long does it take to get up and running Loveshooks? I've just taken 100 to amazon and I don't want to collect money up there so start the ball rolling when you're ready please xx

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  16. #9
    loveshooks
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    Default Re: Zombaio useless customer service

    I can have you up and running tonight, or whenever you'd like to proceed

    fingers crossed you get your payment soon, from what I've been reading most people are receiving payouts, just far far past the due date. Still, late is much better than never. Thanks for choosing LCMS, I'm really happy that my site will work for you.

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    Default Re: Zombaio useless customer service

    Wow, that is reassuring , definitely better late than never I will write to the addy you gave me, and include my ID and rates in the next few hours. Thankyou

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    Default Re: Zombaio useless customer service

    Quote Originally Posted by SophiaSylvan View Post
    I use Verotel and they pay out weekly or they have wire transfers (for a fee). They charge 15% for website memberships plus 25 Eu weekly now (which sucks). You can use their FlexPay for things like camshows, physical objects, your own clip store etc. and it's only 15% processing. It's kind of complicated to integrate, requires serious web knowledge, but they refer you to someone who you can pay to do it (which I did). I've never had a hard time getting paid from them, excellent service.
    I am not living paycheck to paycheck so I don't really pay attention to when the checks come etc. I've never felt like I had to wait forever for a payout, and they are based in the Netherlands and I'm in Canada. They are quick to respond to emails if you want to get in touch and check them out.
    The thing that pissed me off about Payoneer is the low private load allowance per month.
    I second this. I don't use them anymore because I no longer have a website but when I was using them I always got paid on time no matter the amount or payment method (have used direct deposit and check). Their customer service is decent as well...used their email and phone customer service. If I do a site again I plan on using Verotel again.

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    Default Re: Zombaio useless customer service

    I've been with Zombaio since 2011... and also have a love/hate with it (like others have said). The payments are NEVER on time, but they DO (eventually) come. Their customer service can take a long time to answer, but they *eventually* answer. Once it took about 10-14 days I think.
    It's like they exist on some kind of laid back alternate timescale.
    I can charge higher rates thru other processors and bring home as much as I make using Zombaio, except not wait so darn long to get paid.
    But... I like the low rates and the flexibility. It's kinda nice to have that kind of direct control and management.
    I've switched to modelcentro for my paysite management, but I am thinking of playing around with and offering a few collections for special rates using the zombaio gateway and easydigitaldownloads

    But with Zombaio, it's like the impossible triangle... :
    Attached Images Attached Images  

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    Default Re: Zombaio useless customer service

    haha I love that triangle Kait.

    *Zombaio paid me * Phew ! It is however the first installment of what I'm owed, and it's money which I received from customers 3-4 months ago. Long wait, but better late than never, and I'm just relieved to have it . They still owe me 3 more payments , which I assume will trickle in over the next 10 years I'm now Using Loveshooks Payment processor , and so far, so good..... Smooth running.

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    Default Re: Zombaio useless customer service

    How long was it between taking the money and getting it in to your bank UK missy, or are you with payoneer? I still don't bother much with indie places as it takes AT LEAST a month to get paid, usually longer. Always looking for a better solution.
    "If you want to earn more, learn more" ~ Zig Ziglar




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    Featured Member justsometwat's Avatar
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    Default Re: Zombaio useless customer service

    I've had zombaio on my website for just about 2 years now and when I first started using it the payments were decently fast, now they are SOOOOO SLOW. I know they changed how they pay out due to some issues that I can't remember but oh my god. I had a slow period for my website because I wasn't able to advertise it anywhere and now it's picked up so I am waiting on hundreds of dollars to be paid out. It will say that there's a payment date of...let's say the 5th of the month - they end up taking ANOTHER month to pay me.

    As much as I have paid in fees, you'd think they would be able to pay to within a reasonable amount of time. I actually ditched Redpass because of these issues.

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    Default Re: Zombaio useless customer service

    Quote Originally Posted by sexysusie View Post
    How long was it between taking the money and getting it in to your bank UK missy, or are you with payoneer? I still don't bother much with indie places as it takes AT LEAST a month to get paid, usually longer. Always looking for a better solution.
    I don't stay in the UK anymore Susie so we don't use UK banking now....... I used redpass for zombaio , though they made no attempt to pay me until around 2.5 months after taking payment and then it took another 1.5 months LOL and now it has gone to redpass, I'm having to wait (so far 2 days ) for it to load to my card..... I've always had my own indy sites though , and never before has a payment processor carried its self on like this . I've never waited a month for my cash, maybe you were using ccbill or something? (Until now ) If you're interested in something quicker try Loveshooks, she pays out weekly 85% if you make over 100$ in the week . I've joined up through her and it has all been smooth . She also offers the option of just using her payment processor as opposed to joining the whole site Saved my vegan bacon

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    Default Re: Zombaio useless customer service

    Quote Originally Posted by ukmissy View Post
    haha I love that triangle Kait.

    *Zombaio paid me * Phew ! It is however the first installment of what I'm owed, and it's money which I received from customers 3-4 months ago. Long wait, but better late than never, and I'm just relieved to have it . They still owe me 3 more payments , which I assume will trickle in over the next 10 years I'm now Using Loveshooks Payment processor , and so far, so good..... Smooth running.
    Seems I spoke too soon, I didn't realise zombaio and redpass are part of the same company ..... Zombaio hadn't actually paid me, but just sent the funds to redpass(I assumed it was in the bag) and now they refuse to pay me. It's been almost 5 months since I took the funds... They have over 1000$ of my money , and it doesn't look like it's coming anytime soon. The customer service in redpass actually got quite shitty with me , and said to quote 'as I've already told you we are waiting on our bank and there is nothing more I can do '' at which point I asked him to tell me how long, and he repeated ''we are waiting on our bank , I can not help you with this '' . I asked him if he thinks it's fair that I have had to wait so long for my money , and he replied ''we are waiting on our bank'' . I guess he knows he has me by the knackers.... all I can say is ... AVOID AVOID AVOID. Even if they get their act together, they have completely lost my trust and respect over this, and I will never ever be using them nor recommending anyone else does , ever again . Absolute pile of wank of a company . Is there anyone worth reporting them to ?

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    Default Re: Zombaio useless customer service

    What would happen if I got my customer's to charge back , is it possible/legal ?

  33. #19
    loveshooks
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    Default Re: Zombaio useless customer service

    not sure about the legality issue, but a main concern from a practical standpoint would be the issue of blacklisting. many adult processors share a blacklist of people who cb, so a guy who does a cb with one processor would automatically be blocked if attempts to make a payment through another processor who uses the same list.

    another issue is that a high cb ratio on your account would make it difficult for you to attain a merchant account with an IPSP if you ever decide to go that route again. I'm really happy that my site is working out for you, but if in the future you ever decide that you want to set up an account for yourself, a high cb ratio could potentially make you ineligible.

    I know you're stressed as hell and angry (rightfully so, the payment delays that you and others are experiencing is unacceptable) but honestly at this point zombaio has merchants over a barrel, and redpass users do seem to be experiencing the longest wait times. I'm concerned as hell about the sustainability of Zombaio as they do seem to be juggling payments (their new payout structure announced in July is a sign of that, offering lower processing fees to merchants willing to wait longer for their funds) but people are still being paid, although slowly.

    Since regular support isn't being helpful you may want to contact Michael O, he works for Zombaio/Redpass. His email is michael.olsen(at)redpass.com (that email address is really old so I'm not sure he still uses it), skype: Spacey and ICQ: 95431302

    Right now I'm only owed one payment that's a few days behind and some merchants are reporting that they are being paid as well so while I'm in the minority in terms of receipt of payouts I'm not alone. Deciding to go the cb route is a huge step that even if legal could have some long term ramifications for both you and your clients, so I wouldn't suggest going that route, at this point at least.

    Really hoping they pay you soon Missy, I'm sorry you've been treated so poorly by that company.

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    Default Re: Zombaio useless customer service

    Thanks loveshooks... I had a feeling it would have potential implications. The last thing I would want to do is compromise the authenticity of my clients on my behalf , more a fleeting rage fueled thought. It is Michael who has started giving me the copy and paste responses, I guess he got sick of me asking for my money , but he needs to get used to that, I have spoken to others who have also been asking him , and he's pasting them exactly the same response. So frustrating .

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  37. #21
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    Default Re: Zombaio useless customer service

    Wow, and I thought our bank-imposed 3 week obligatory hold is outrageous... At least we always pay out on that third week's Tuesday. Looks like we're not that bad after all. 4 months? Absolutely crazy.
    BDSM - Business Development, Sales & Marketing

  38. #22
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    Default Re: Zombaio useless customer service

    ^^^if you don't mind me asking, why does your bank impose a three week hold? I've never heard of a wait that long (with the exception of Zombaio) so I'm curious

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    Default Re: Zombaio useless customer service

    Not at all.

    Well, the system is not a cam site, it's a paid-fansite builder/CMS. So payments come in as subscriptions for a certain time period.

    The argumentation behind the hold is simple - the billing system is responsible for all the payments by the users/getting them the service provided.
    Let me give you an example. Say 30 users purchase 1 month memberships at 29.99. Then in a week the site owner-model decides to have a change of profession, leaves, becomes unreachable, gets a government job or whatever else happens, so in the end the website is down (that's all possible through the admin, we have no rights to the content that's uploaded and the model can take it down at any time). And the system is left to refund the 900 bucks as the membership service can no longer be provided. If the payment came out immediately, then the model would be paid and gone while the bank would just end up billing us with all the costs, plus a refund transaction fee. I understand it's everyone suffering from the few who would be irresponsible like that, but at this time we don't see a way to do it differently without running a fairly serious risk of going out of business.

    How do you deal with it?
    BDSM - Business Development, Sales & Marketing

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  41. #24
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    Default Re: Zombaio useless customer service

    Quote Originally Posted by NatalieCentro View Post
    The argumentation behind the hold is simple - the billing system is responsible for all the payments by the users/getting them the service provided.
    Let me give you an example. Say 30 users purchase 1 month memberships at 29.99. Then in a week the site owner-model decides to have a change of profession, leaves, becomes unreachable, gets a government job or whatever else happens, so in the end the website is down (that's all possible through the admin, we have no rights to the content that's uploaded and the model can take it down at any time).
    ok, cool, thanks for indulging my curiosity. Your system does make sense in light of the copyright/ownership/control of site content that's included in the monthly membership fee. I didn't realize your system was set up that way, and it's a wicked policy btw. I don't deal with monthly memberships so that's not an issue with my site (the clients pay per interaction rather than a monthly fee) but if I had a set-up similar to yours I'd prefer your system, it's a good balance to protect the interests of everyone involved.

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