I had deposited some money at Cascade on 6-17-21 by Neteller. While checking my account balance (something I regularly do every evening) at midnight between the 20th and 21st of June, I noticed that my balance at Cascade was $1000 more than I expected. Since I deal with Cascade exclusively through Neteller I went to the Neteller site to check my account status. There I saw not one but two transactions transferring money from my account to Cascade, each for $1000. The most recent one was barely one hour ago and was not reflected in the Cascade account when I had looked at it a few minutes before. The other one was indicated to have taken place on the 20th in the early pm. To say I was concerned would be an understatement. I immediately called Neteller and talked to their CS guy. He referred me to their Security guy who suggested I change my secure ID. I did do so. He also suggested I send an email to their PR department and he said he would do so as well. By now it is almost 3:00am my time. I went to bed.
I called Cascade in the morning and they were as helpfull and cooperative as can be. They said they would contact Neteller and put the $2000 in my account. They did do so within half an hour.
In the mean time I called Neteller again. They had never contacted me either by phone or email. It was around 11:30am my time (PST). After a bit of being transferred here and there I talked to a PR guy who told me he was just finishing an email to me and said something like "I see cascade sent your money back". He was unable or unwilling to venture a guess as to how the unauthorised transactions took place. I told him that
1. I am the only one who has access to my neteller info,
2. Neteller claims that if a transaction to them is initiated through a merchant's site they make absolutely sure that the merchant cannot see what the neteller customer's input is so, according to neteller, their security is such that there is no way Cascade could have seen my secure ID. He said that this is indded so.
3. Even though Neteller knows the IP address of where transactions with them originate he did not tell me where the questionable transactions originated.
So, if I did not initiate these transactions, if Cascade could not possibly have done so by Neteller's own security claims, if malicious intent appears unlikely since a thief would not send money to a place (Cascade) they could not get it out from what happened?
Neteller said they would inform me of what findings they come up with. However, I find their apparent lack of concern quite annoying. I hope they come up with something that explains what happened.
All in all, I was very happy with the way Cascade handled the whole incident and rather disappointed in how Neteller treated my concerns. When I hear more from them, assuming there is interest in more information on this incident, I will keep you posted.
I called Cascade in the morning and they were as helpfull and cooperative as can be. They said they would contact Neteller and put the $2000 in my account. They did do so within half an hour.
In the mean time I called Neteller again. They had never contacted me either by phone or email. It was around 11:30am my time (PST). After a bit of being transferred here and there I talked to a PR guy who told me he was just finishing an email to me and said something like "I see cascade sent your money back". He was unable or unwilling to venture a guess as to how the unauthorised transactions took place. I told him that
1. I am the only one who has access to my neteller info,
2. Neteller claims that if a transaction to them is initiated through a merchant's site they make absolutely sure that the merchant cannot see what the neteller customer's input is so, according to neteller, their security is such that there is no way Cascade could have seen my secure ID. He said that this is indded so.
3. Even though Neteller knows the IP address of where transactions with them originate he did not tell me where the questionable transactions originated.
So, if I did not initiate these transactions, if Cascade could not possibly have done so by Neteller's own security claims, if malicious intent appears unlikely since a thief would not send money to a place (Cascade) they could not get it out from what happened?
Neteller said they would inform me of what findings they come up with. However, I find their apparent lack of concern quite annoying. I hope they come up with something that explains what happened.
All in all, I was very happy with the way Cascade handled the whole incident and rather disappointed in how Neteller treated my concerns. When I hear more from them, assuming there is interest in more information on this incident, I will keep you posted.
