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Martin S.

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Experience: Business

Member since September 2019

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1 Review by Martin

This will be a long story; a story of big screw up by the company that had me wait for almost 2 weeks and problem is still not resolved.

So in order for everything to make sense I have to start at the beginning.

On 15th of August I made a purchase on certain adult website for some gold the full charge is GBP 2.10. I used PayPal as I am not stupid and the amount has been put on authorization hold. The amount has been on authorization hold since and haven't moved anywhere. Last week on Thursday I contacted the support live chat to see whats the hold up and they told they have no account with that email and member id. Okay... weird I gave them screenshot of the email showing everything they should ever need but they say that member id is associated with another email address and my email address is associated with another account. And I hope this doesn't mean that when that other account buys something I will be charged. I feared the worst so i cancelled the per-approved payments on PayPal. Told me there is a mix up and I have to wait for manager or something. That was on Thursday right So I wait for 24 to 48 hours which is what they told me this is going to take. ON Sunday I contact again and they tell me the same thing after I had to explain everything again cause they don't keep tabs on these events or something. So the told me to wait another 24 to 48 hours which i did and it is not Friday 5 days later and nothing so I contacted them again and the customer service live chat agent told me that my Member ID is associated with something else. He told me how I have subscriptions to porn websites I've never even heard of. So he told me he can cancel the account and he infact did cancel that account but then he told me how I will be charged like GBP 13.00 on 9/1/2019. I have to emphasize he said I WILL BE CHARGED on 9/01/2019 like it's 9/06/2016 how I am going to be charged in the past? So he told me to call them and speak to them but they only have US numbers and I was not able to contact them with my phone so I make an Skype account and get 30 days free trial so i can call them and at least that works. I explain everything on the phone and just like all the others he tells me there is nothing in their systems about my account. He tells me that I might have received wrong Member ID or something and that I have to wait for manager to get back to me to sort this out. So now I am back where I started last week waiting for manager that probably won't get back to me tomorrow just like he or she didn't all those times they said he or she would. Tomorrow I will be sending them email explaining everything again and hoping to get better results with getting to the manager.

So what I think happened here is that they sent me someone else's Member ID since the email is mine I just think there is a mix up and they sent me different Member ID or something. However how does this even happen? And why does it take this long to sort everything out?
Rand P. – Epoch.com Rep
I took some time to respond to this because I wanted to check it out. This started with an email to Customer Support with the title "Super Strange Complaint" which included your comments. I've worked with this company since 1998 and know that what you were saying is not at all the way our services work. After reviewing with CS and speaking with tech, it turns out there was a brief processing anomaly that caused this issue. I hope your latest email to CS helped you find the resolve you were looking for. And if not, I invite you to contact me directly. We're sorry you received anything less than a perfect experience.

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