Pursuant to our expectations, many of our concerns running the old script have been, thankfully, resolved. Not to be out done, however, many new questions are being asked, change requests are being initiated (and resolved) and issues having risen; mostly, a result of the script change.
As one would expect, the tech guys like Robert pick it up real fast, the non-tech guys, like Todd, tend to "struggle" at times but are making great strides (!!) to become fluent in "Shadowspeak".
Because the new script's capabilities offer so much more than the old, it has invariably created unforeseen challenges that we must address in a way that allows us to continue to offer the services, but not interrupt our primary responsibility, pay our members timely without compromising the integrity of their account using acceptable business practices. Parts of this newsletter will be added to our "Users Guide" so be sure to utilize it as you see fit.
1. Missing Deposits - There were a number of deposits made, over this past weekend that had not posted to various client accounts. These deposits (predominantly LR and PM) failed to post resulting from some optimization issues affecting the SCI Payment Processor Interfaces and our SSL implementation/settings. This has since been corrected with the script now performing as promised.
2. Profile Updates - Many of you, for one reason or another wish or need to change your email (Gmail), add or change payment processor/e-currency(s) and/ or the applicable accounts. Before any funds can be released to a new PP account or if a client has, since their initial registration, obtained a new account number or ID that is not currently registered with GNI, please be prepared to forward a scanned copy of a current, Government issued form of identification such as a Passport or Drivers License and one other, secondary piece such as a utility bill, library card or other, verifiable source of identification. It is also mandatory that your GNI Username AND newly assigned account number be included on all transactions and correspondence so it doesn't become lost.
This information needs to be forwarded to GNIChanges@gmail.com. Debbie is the designated CSR who will be coordinating the updates of your account profiles.
It is strongly suggested all clients update their demographics in their profiles if this has not already been done so. We will have a very difficult time authorizing the update of an account if all we have to compare your id with is a first name in your GNI Profile. Please, make this easy on Debbie, allowing for an expeditious verification process ensuring timely withdrawals of your funds.
3. Support Requests - All client support requests MUST be initiated from the client's Back Office Help Desk Menu. It is no longer acceptable for clients/customers to initiate requests directly to support's emails unless directed by the CSR to do so. Likewise, please do not submit support requests directly to Robert. He has assured the support team that he will request of the member to use the correct channels to get their support request addressed. By going to Robert first, you have done nothing more than add 24 to 36 hours to get your support request resolved. Please have any anticipated documents scanned and ready to be forwarded so that your request can be expedited. All extraneous documents must have your GNI account number on each piece and it must be scanned in by email.
4. Currency Exchange - We hope those of you who have taken advantage of our currency exchanger have found it easy to use and quite reasonable in price. It is currently set at 4% for all exchanges. This price can and will fluctuate due to current market conditions. Some have indicated the price is high, others the price is very reasonable. Please keep in mind when evaluating our rates, this has been set up for you, our trusted member's convenience. More often than not, it costs us more than 4% should we have to purchase E-Currency on the open market. We have found the currency exchanger less of a "Profit Center" and more of a "Cost Reducer."
5. Wire Transfers - In our attempt to mitigate the inconvenience to our clients caused by Yesliada's failure to comply with GNI's Customer Service Standards and subsequent termination of our partnership agreement, we have eliminated all fees for Bank Wire clients when taking a distribution from a payment processor of the client's choice. Only the interest and principal from a WIRE TRANSFER qualify for this free service.
