Is anyone else having problems with Trustwave/Trustkeeper?

[lesliekirk]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Nothing like putting the screws to the small business owner.

[Leanne]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

I'd just like to update this thread on a distinctly more positive note. After seeing me whine on the forum, the compliance manager for Trustkeeper tracked me down and sent me an email asking what they could do to help. We scheduled a call, and he assured me he would get to the bottom of the problem and see why Elavon was still dinging us for non-compliance even though we met their compliance deadline, and have maintained compliance since.

I received regular follow-up emails advising me of the status of the investigation, and this morning I got a voice mail and follow up email from Trustkeeper letting me know that the problem had been resolved, and Elavon will be refunding all of the non-compliance charges they have assessed against us. And all without me having to lift a finger.

I was really impressed with how professionally Trustkeeper responded to my complaints here on the forum, and I take back what I said. Now I only hate Elavon :)

[lesliekirk]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

I too have been tracked down by Trustwave. I am impressed by their commitment to get things right. But I am going to reserve further comment until it has been resolved completely.

[wood]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

I too should add a positive note. Part of it is getting the information to Trustkeeper in the form that they want. As I have termed it, "learning how to talk to them". Once I did, there was no problem. My site is now compliant. Scans occur as they should.

[lesliekirk]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

I too have been tracked down by Trustwave. I am impressed by their commitment to get things right. But I am going to reserve further comment until it has been resolved completely.

As promised, here's my "further comment" - the technicians worked tirelessly with Eric at Morditech to get the scans to pass. Hats off to Brian for facilitating this effort. The only "ding" right now is the site owner is still waiting for the Trustwave seal code to add to her site.

Leslie

[jamiedia]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Wow - I Have never had so much trouble trying to get a problem resolved!

We have been waiting for 10 days to get a resolution a failed scan despite using well know servers provided by a huge company using the latest versions of software which I can provide documentation for and today we have been told that we will have to wait 72 hours for a scan and another 5 days for a Trustkeeper response. We have completed the process waited 10 days and we have been advised to start the process again which has lead us into an "infinite loop" of problems. They have refused to prioritise our issues despite following their protocols and processes. One member of the support team told us to scan again (incurring another 8 day wait) and one told us to provide documentation we have already sent.


In addition to this customer service issue their software is almost unusable on the laptops in the office - we cannot read the limited (automated) support that they have sent us. We have encountered several problems with "bugs" in the software showing incorrect data, outdated versions or incomplete records. We have also had the issue outlined in the first post - our scans have been completed but there is nothing to review. WE cannot possibly get certified because we cannot see the problem other than the big word FAIL. We have also had several instances that have shown a complete software "crash". On querying this we were told that we would have to wait another 72 hours - despite their software previously stating that it had completed and submitted ready to be reviewed. Despite our complaints and the time that we have already spent waiting we have been offered no apology for lack of service or understanding and there has been no indication of any duty of care towards their clients requirements - we were simply told to wait 72 hours. The problem however is that I am not confident (given my previous grievances with the service/software) that we can rely on the software to deliver the required report. If this happens we will be told to wait another 72 hours and if successful then told to queue for another 5 days for a manual response because we have started a new scan WHICH WE WAITED FOR AND WERE THEN TOLD TO DO AGAIN FOLLOWING A SCAN WHICH WASNT THERE!!!!!!!!


As a small business we rely on Trustkeeper to provide relevant documentation that will allow us to operate as a business. The lack of customer service and understanding from staff has rendered us unable to operate as a business - we are unable to take payments! The confusion and miss direction provided by customer support means we can now not operate for another 8 days, despite having already queued and followed their instruction we are now forced into a situation without the ability to resolve the problem or advice to further our progress.


IN addition to the lack of "technical response" from support when asked if there was a way to resolve the issues quicker we were told "No" you have to wait the 8 days. This is not true... we are able to have the scan completed by a third party that I have since learned are able to complete the scan responses on the same day.


I found support almost dismissive which should not be expected when they are providing a service which small businesses like ours rely on to survive - without this service we cannot accept payments! I have been given no advice or support otherwise.


In short, the software limits the ability of customers, the support is understaffed and under educated on the product and their is a distinct lack of care for and apathy with customer concerns.


I have never had such a shambolic service!

[Bluelake]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

I know many of these posts are old but as of May 2013 we have had multiple issues with Trustwave, wich boil down to bugs on their website questionairre portal that cost us many extra hours when we were initially directed to register with them, and a year later, repeated false positives in their scan process that keep flagging us as non-compliant. Most recent case, we have a public-facing ftp server (a NAS device) which is used for software downloads to our customers, contains no sensitive information, is restricted to only port 21, but which their one-size-fits-all scan function keeps flagging as non-compliant. Their dispute process is an exercise in futility and I am not even sure any humans actually read the disputes before rubber stamping them as denied. We are in the process now of changing CC processing vendors to get away from Trustwave and if I knew then what I know now, I could have saved many hours of headache by avoiding them to begin with.