Stats Issues and Currency Issues - No contact! - Long wait times

[GFPC]

Income Access can you please be a little more respectful to your programs you work with and the affiliates they in turn work with? There are a couple of concerns I have noticed this month and the time it has taken to correct these issues is unacceptable.

1. Currency issues - your system seems to be not tracking them correctly. This started for me on the 10th for a program and as far as i know is not fixed.

2. Stats for player tracking - another issue i noticed on 15th (still not told it was fixed).
I have a suspicion these stats issues are happening on the following days.

November 15th
November 23rd
November 25th
November 26th
November 27th

Apparently the data that is uploaded into the back end of income access did not happen on the 15th and it was suppose to be corrected. It has yet to be corrected. I also feel these days the same thing has happened.

This involves also my sub affiliates - please get back to me to discuss before end of month. As you were asked repeated from a program who I work with to correct these matters as far back as the 11th and 16 days later these issues are still present.

Please work on a resolution to have these matters corrected before end of month and commission payouts for the end of month.

There is only a couple days left and you have failed to show any sort of resolve in this matter and its getting very frustrating.

Please show some decency in the matter and work with your program to correct these matters so affiliates do not need to worry about them.

You have now two AMs emailing you the issues at hand. One has been trying to get you to fix these issues for weeks now.

Please show some business class here and have matters corrected.

Thank you.

[Louis - Income Access]

Hi Steve

Thanks for the feedback. Could you please PM or email me in regards to which Income Access powered program you are referring to?

Stats issues such as what you describe can sometimes be very complex, and involve working carefully with a huge amount of sensitive data, with very serious ramifications for errors in the calculations. As such, sometimes database and stats issues can take several days to get resolved. That doesn't mean that a program is ignoring the issue.

With that being said, I'm happy to chase up the issue and get you an update, if you can send me more details as to which program your referring to.

Thanks

[GFPC]

Thanks Louis. I understand accept 10 - 12 days is a long time. My AM is as frustrated as me by the lack of contact they have had.
If they are not corrected in the next few hours (next update) i will let you know. Apparently they are now looking into it as Income Access.

Thanks..

[GFPC]

Update for you Louis.... it would appear from what i was told from the AM - it is now not an Income Access Issue.. Since you guys are the white label affiliate software provider you depend on the White Label Software company to send you daily data of player rakes, game play and deposits...

It has been brought to my attention this group (I am trying to contact them) the white label software program is not sending in the daily data. So if I never said anything it appears this would have been shaved from not only myself but all affiliates. Glad i caught it!!

If its not resolved soon to my satisfaction I will update here for your assistance.

I am sorry my initial post was accusing in nature - but i was going by what i was told..its apparently the white label group software that is not updating stats which is alarming since so many - many - many affiliate here work with them in some way.

If this is a chronic issue i see may affiliates affected by this.

Say tuned

[Louis - Income Access]

Thanks Steve. We appreciate you taking the time to clarify the issue. Again, if you ever are having trouble getting communication on an Income Access related issue, you can PM me or send me a personal email. Our account management team are extremely hard working and generally very well reviewed so I would be shocked to hear that any AM would wait more than 48 hours to get a response from their account manager. But there is always an odd case where an email gets missed, or there is a miscommunication, so don't hesitate to ping me if you have a concern.

Thanks again