![]() ![]() So, was it not my account that was closed because they kept addressing me with a wrong name? Despite me quoting my customer account number on the closure request? It’s absolutely ridiculous now. How? If you’ve allegedly deleted ALL of the customer information on record of myself, how am I still receiving emails? Not only emails, emails regarding payment on a CLOSED account. Come today, 26 August, I’ve been notified via email that my annual payment is due. Despite the fact that every correspondence with the company was via email, they couldn’t get my name right when it was right there on my previous email to them, I was assured that my account WAS CLOSED. As of 1 July 2023, I was advised that my account had been closed and my information would be deleted from the database. I’m sure the FCA’s Code of Conduct training went missing for this team, if not the whole company. This has been the most difficult, stressful issue and even with vulnerable customers who have stated their vulnerability, there is no attention to care or concern for their wellbeing. You’d also think that as their parent company has been in the game for over 20+ years and who’s regulated by the FCA, there’d be some understanding of customer and consumer rights. None of this is needed to pass GDPR to access information on the account as the customer advisor was happy discussing the account before confirming this information. Why is it that this company requests your full name, address, sort code, account number, and a copy of a bank statement to CLOSE an account? It’s completely unnecessary and invasive. After almost 6 months of trying to close the account, not wanting a refund or to be paid out my cash back, just simply have the account closed for good - this should be easy. If following these steps fails to make a connection, contact BeyondTrust Technical Support at thought my experience from before could not get any worse, but this company amazes me.Ensure that your customer has correctly entered their credentials to permit the customer client to connect to you. Check if your customer is behind a proxy server.If the session still does not connect, have the customer run the saved executable again - they should not be prompted the second time, and the session should connect. Then have them run the executable again and click Allow/Permit. Have your customer go through the download process again but click Save rather than Run. If the customer clicked Disallow/Block, have them open the internet security software on their computer and change the entry for bomgar-scc.exe to Allow/Permit. Alternately, your customer may have been prompted to allow or disallow/block the customer client when they ran the downloaded client. ![]() These firewalls will occasionally block outbound connections even after being disabled and may need to be uninstalled. Some examples of these include McAfee Security, Norton Security, and Zone Alarm. Make sure your remote customer has disabled any software firewalls that might be blocking outbound connections.Have your remote customer uninstall the BeyondTrust client, reboot their computer, and then run the executable file again.Contact BeyondTrust Technical Support at for a work-around. If clearing the browser cache does not work and your customer is not prompted to save or run a file, the firewall your customer is behind may be blocking the download.This should clear the browser cache, ensuring that the customer is not attempting to download an expired version of the customer client. If the download does not initiate when your customer clicks on your name, enters a session key, or enters a support request, have the customer hold down the Ctrl key and press F5.Is your customer able to download the customer client? Lead your customer through the same steps you took when testing the customer client download in step 3 of this troubleshooter.Is your customer able to get to your public site? ![]()
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