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Thread ID: 150937	2022-10-11 00:34:00	Why are firms not upfront re Website problems?	Neil F (14248)	PC World Chat

Post ID	Timestamp	Content	User
1488790	2022-10-11 00:34:00	We all understand that from time to time most websites will have problems which require a fix. So many fail to put up an advisory notice. to alert us and we can relax knowing that the problem is being addressed. The reason for this post today is Lotto. Yesterday morning via BNZ Internet I paid a sum to top up my Lotto online account. Today, approx. Noon, I logged on to Lotto and was "upset" to see the payment not showing on my account -so i could not buy a $12 ticket. I then sent a message via Chatbot. Initially i got b back a BS reply saying, "on website there is an existing terms notice saying can take up to 3 business days". I persisted back and forth pointing out that standard banking practice between 4 big banks is next day and that has always occurred in past also mentioning that lotto is a long-established payee on my BNZ Internet banking. I next asked" is there an undisclosed IT problem at Lotto? or should i check with Westpac (Lotto's banker) stating that I did not think so because Pensions went through routinely last night." Only then did i get an admission that Lotto was having problems and that many customers from all the other banks had also complained. I said in the Chat box "all this could have saved, me, other customers, and Lotto Staff, a lot of unnecessary time if Lotto had put out an Advisory notice on their website" I got back a reply "good idea, Neil, thanks." Surely what I suggested was merely commonsense or am I too fussy?	Neil F (14248)
1488791	2022-10-11 03:27:00	On Larger sites (like Lotto) they will have their own IT Staff. Depending on the actual down time the problem may cause, sometimes by the time they know there's a problem, it could take a few minutes to solve, so not worth the time creating a message, getting into the site home page etc. Depends also on time of day, how many IT Staff available etc. Had one place years ago, was down for a while when I finally got to speak to the IT Guys, I made a joke remark - "Server Crap its self-did it" -- yep was the answer, having to get the backup online. Its a bit like when the internet goes down, just as well the people on the help centers dont fix the faults, if they had to answer the phones telling everyone there's a problem and fix the fault nothing would get done. Normally if I call and there's a Wait time message you know not to bother hanging on the line as every man and his dog is calling only to be told there's a problem.	wainuitech (129)
1488792	2022-10-12 02:38:00	To add to my post of yesterday -2 updates. Yesterday evening my Lotto account balance showed receipt of my payment so i bought a $12 Powerball Ticket. -leaving an account balance of $14. I am fussy but get annoyed by crap info.-especially from large firms. Part 1 This is what I got 9am today (Wednesday) " Hi Neil, We're getting in touch to let you know the top up you made from your bank account to your MyLotto wallet was unsuccessful. The funds will be returned to your bank account within 3-5 working days. There are a few reasons this may have happened. 1. The top up was more than the MyLotto weekly deposit limit ($150). Please note, your MyLotto wallet balance includes any top ups you've made since last Sunday. If this is the reason your top up failed, you’ll be able to top up again from this coming Sunday. 2. The top up meant the balance of your MyLotto wallet exceeded the overall limit of $999. Your wallet balance can be found in the top right-hand corner of your screen when logged in. 3. Your MyLotto account is suspended or has been closed. How to check your MyLotto wallet balance and deposit limits. • Log in to MyLotto.co.nz • Go to the ‘player icon’ and then ‘Settings’. • Check under 'My funds' for more detail. If your account has been suspended or closed, please contact our Customer Support team on 0800 695 6886 or through web chat." I emailed some friends after phoning Lotto this morning and speaking with a staff member. "Clearly Lotto ignored my suggestion of yesterday to put an Advisory Notice on their website. Problems still persist with their IT system. This morning I received this, which (presumably it is a pattern bomb email) is absolute garbage. My payment was $15. It subsequently showed up on their website last evening and I purchased a $12 Powerball ticket for tonight’s draw. After receiving this email of this morning, I logged on to Lotto Website to check my account. It shows the correct balance $14 and also shows the Ticket I purchased last night. This time, I phoned Lotto (their Voicemail about system problem is presumably directly linked to IT) and whilst saying there had been a problem basically reiterated yesterday morning’s crap. e.g.,” if you want to be in this Wednesday night’s draw you will have to purchase a ticket instore or by Credit Card.” I waited on the phone to be able to speak to a staff member., who was unaware of this email. I gave her general details stating that my account was now correct. She said she would advise their IT Dept. I reiterated to her “tell them to stick up an Advisory notice saying “problems persist’ otherwise her day will be spent unproductively having to field calls from many other frustrated customers. I expect better logic from a large business entity, with, presumably, well paid management staff. Part 2 At 1:125pm today , I received the following email from Lotto. Rightly or wrongly i am going to take the credit for Lotto issuing it. Hi Neil, We’re getting in touch to let you know of an unexpected technical issue that affected some customers who topped up their MyLotto wallet from their bank account on Monday. For some customers, including you, their top up initially failed, however we were able to identify and fix the issue yesterday and the funds were deposited into your MyLotto wallet yesterday evening. You may still have received an automatic email from us letting you know your top up failed and that the funds would be returned to your bank account within 3-5 working days. Please disregard that email. To check your MyLotto wallet balance and deposits made: • Log in to your account at MyLotto • Go to the ‘player icon’ and then ‘Settings’. • Check under 'My funds' and ‘Financial history’ for more detail." A bit like Auckland's Council Controlled Organizations' which were constantly heavily criticized by attendees during Mayoral candidates presentations -where was managerial oversight?	Neil F (14248)
1488793	2022-10-12 02:58:00	Isn't it amazing how transactions on your EFTPOS card at Countdown, BP, and New World etc, are credited against your bank account immediately, yet Lotto pisses around for 2 or 3 days. NZ Lotto's banking practices are NOT acceptable.	Zippity (58)
1488794	2022-10-13 00:08:00	It's part of the gambling experience - you don't know if you'll win, you don't know if the website will even work. You should be happy to have such an immersive gaming experience! :lol:	Agent_24 (57)
1488795	2022-10-13 02:22:00	It's part of the gambling experience - you don't know if you'll win, you don't know if the website will even work. You should be happy to have such an immersive gaming experience! :lol: LOL :lol: Well I can honestly say buying tickets on line or from the shops = same results :crying	wainuitech (129)
1488796	2022-10-13 20:44:00	Bugger gambling anyway. I'm doing better stuffing $15 a week into savings. Helped immensely when I had to buy tyres recently.	piroska (17583)
1488797	2022-10-13 21:46:00	Bugger gambling anyway. I'm doing better stuffing $15 a week into savings. Helped immensely when I had to buy tyres recently. Savings are indeed a wise choice.	Agent_24 (57)
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