WorldPay www.worldpay.com Review

Overall Rating

One word sums up Worldpay. "Incompetence."
If I'm allowed another, then throw in "Arrogance".
Since RBS took control of Worldpay, the quality of their service has seriously hit the skids. And believe me, it can only get worse.

We were effectively problem free with Worldpay for the year we have ben using them. Okay so their percentage charges on each card transaction are extortionate, okay so they make you wait 6 weeks before any card payment reaches your bank account, okay so their moto panel for taking card payments over the phonen is archaic, clunky and slow. But now RBS have got their grubby paws stuck in, Worldpay have just become an embarrassing joke.

Worldpay are now failing to make payments into our account because somebody in Worldpay is "forgetting" to do so. How about that for service? Worldpay actually use the excuse that someone forgot to do something that you would imagine is totally automated.

Want to complain? Good luck. When RBS moved in they no doubt dragged with them their overpaid, underworked, incompetent, clueless and just downright arrogant staff to man the telephone lines. The general rule of handling customer enquiries now is to point out in patronizing terms how wrong and stupid the customer is and how right and glorious worldpay are.

When I called up RBS to ask if their card payment screen for telephone orders could be ammended slightly, to help us process orders faster, the response I got was borderline derision. How dare I - a mere customer - make the suggestion to RBS Worldpay that having one thin field to enter in rows of product description was not good enough. The technical guy went on to explain with a sigh, yeah, he COULD bother to mention it to his developing team, but why should he when it would just be forgotten about because it was so unimportant.

Nice attitude, huh?

When I went on to explain that the moto panel could not be bookmarked and had to be typed into the address field of my browser EVERY SINGLE TIME I TOOK A CARD PAYMENT, the ever helpful technical support guys answer was:

"Well when you answer the phone and you are saying "hello, thank you for calling and how can I process your card for you today." You can be typing in the URL address field and the moment you are finished talking it's ready to go.

When I tried to explain to him that the only people who answer the phone in that way are the type of people who work at call centers (I.E himself) he just continued on his sighing, ever patronizing oh-dear-another-irritating-customer-who-I-must-treat-like-a-two-year-old-and-get-off-the-phone-so-I-can-get-back-to-reading-Zoo-Magazine.

Recently we were told that we could get a review on the excessive percentage we were paying worldpay for every card transaction. Just drop an e-mail to the right department and they will take a look at it for you, we were told.

So we did.

Did we get a review?

No. We were then asked to submit our last years accounts from a chartered accountant as well as forecasts for our next 6 months sales, along with an encyclopedia of personal information, NONE OF WHICH WE EVER HAD TO SUBMIT TO OPEN THE ACCOUNT IN THE FIRST PLACE! This is clearly Worldpays way of forestalling and waylaying anyone's attempts at getting a fair percentage from their service.
Remember that RBS is mostly government owned, therefore can you imagine the amount of interference and incompetence yet to come within Woldpay.

We joined this service because we were told that they were the Rolls Royce of payment pocessors. Now RBS have piled in with their sledgehammers and the government have brought in their own crushing machines, Worldpay are nothing more than scrap metal.