The global payment processing firm, formerly known in the UK as Commidea, is suffering problems with its payment platform, leaving businesses at a loss while their customers complain of duplicate transactions and incorrect payments.
Issues arose just under two weeks ago when, as ComputerworldUK understands, VeriFone moved datacentres within Europe. Frustrated clients were told that the issue related to a database setting that was updated with the move to a new Virtual Cluster Switching datacentre. But two weeks later, businesses are still building workarounds to ensure their customers are not impacted by problems, and have been left unsure of when the problem will be resolved.
Many businesses were unaware of the problem until customers began to ring in with complaints. IT for accountancy firm AMA Business’ staff told ComputerworldUK that they were forced to Tweet a complaint to VeriFone as their customer service phone-line was engaged. They said: “We have had three customers call in the last 20 minutes with problems.”
Steve Manning, Systems Engineer at Du Maurier Ltd, Leicestershire, which supplies software for the retail industry, said in a Tweet: “Well that's 30hrs since we reported the payment collection problem to [VeriFone] no fix & no update on when it will be fixed”.
VeriFone traditionally sold chip and pin card terminals, but shifted strategy to vertical integration to compete with the growing payment processing markets. It acquired payment card processor Point, which also owned UK payment company Commidea, but is still up against disruptive contactless forces.
Despite a dismal 2013, shares in Verifone began to rise this month, after the payment system company reported that its fiscal second-quarter loss narrowed to $23.5 million, or 22 cents a share, from a loss of $57 million, or 54 cents a share, a year ago.
UK customers include retailers Rohan, Thornton, Co-Operative and Mamas & Papas. Businesses that are using VeriFone’s v2 version of the payment system are still waiting for fixes and still experiencing problems with sending SOAP messages, but VeriFone were unable to confirm when their service will be online.
VeriFone told ComputerworldUK: “A small number of managed payments service clients have recently experienced intermittent service issues. Many of these merchants are using a legacy product which requires an integration upgrade. We take all reported problems seriously, and our client service teams have already restored full service for the vast majority of impacted clients. We are working to have all clients back to 100% service as quickly as possible.”
Earlier this month Barclays said it was preparing to tap into demand for wearables devices, with the launch of a trial of its bPay contactless wristband.