We use HSBC for payment processing on our website. It has made sense from a commercial point of view to use the service provided by our bank. We have so many bank accounts in different countries and currencies, anything to keep it simple.
Tonight I've had enough.
The support has always been atrocious, a non-technical helpdesk trying to support an integration product by script rather than getting access to people who know what they're talking about. If it goes down, we just have to lump it.
This evening the PAS processing, for Visa and Mastercard secondary validation, was broken.
We phoned the helpdesk.
After holding for an half an hour we got through to someone to be be told:
The technical department has gone home, could we email in detail of the problem so someone could look at it in the morning.
So sorry customers, especially in Australia, you can't charge up your accounts because our payment provider can't be arsed to sort the problem.
So that's been the final straw, time to search for someone else to provide our payment processing.
I'll keep you posted on our search.