HRS Update

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As I said a couple of blogs ago there was a couple of issues with HRS however we have just  received this note from the powers that be.

In my opinion I would love HRS to do what ever they have to do to make sure they are here for the long haul.

Dear HRS Family,

Another massive, emotional week here at HRS HQ. Moni and I have just about turned ourselves inside out this week for you, even though you may not see it. There is still very much work to do, so I will keep this newsletter short today.

OUR FUTURE
At this stage we have 2 options.
1. We can choose to take the easy way out, and simply close HRS and refund everyone their spend. End of Fairy Tale.

2. We stay and fight for HRS and keep going, working together to keep HRS alive and thriving for the next 5 – 10 years.

For me, there is no choice. Closing HRS is NOT an option. We will stay for the long haul and we have made some decisions on our business practice and are refining our policies and systems to suit our growth.

40k families are with us and we won’t let them down. We are here, we will stay and we will continue. Some things will have to change, not because of some whiplash reaction but as a result of careful consideration.

WITHDRAWALS / PAYOUT POLICY REVIEW
Moni and I have discussed and made decisions on our Payout Policy. We are now in a position where things must change in order for us to continue to operate successfully. The payout workload has become unwieldy and difficult, due to a number of factors. Some of these can be addressed, others are not easily changed. There has been much debate in the Skype rooms on this subject. I have taken note of the family’s comments and suggestions, and will be making decisions to suit the majority of the membership. I’m aware and expectant that we will not please everyone, but hope that you understand that any decision made is carefully considered from all angles, and is made with the continued health, prosperity and not least, the stability of both the company and the HRS family in mind.

These is our new Withdrawal Policy:
1. Our official Withdrawal Timeframe is now extended from 48 – 72 hours to 5 -7 BUSINESS days from time of request. We will make every effort to pay as early in this timeframe as possible.
2. The minimum amount that can be withdrawn per transaction is $50. The maximum amount is $5000. We reserve the right to increase this upper limit at any time.
3. We will make withdrawals available from 00:00 Server time on Tuesdays for 24 hours. ONE (1) withdrawal request per week per member. Again, we reserve the right to increase the frequency of withdrawals as we determine it to be beneficial to the members and to HRS equally.

Note:*** This will immediately reduce the workload on myself and Moni, allowing us to fulfill all requests within the published timeframe. A high percentage of our withdrawals are for small sums below $50, so in raising the minimum withdrawal limit we will be able to regain much time and still members with smaller accounts will receive the same amounts they would withdraw weekly. Raising the weekly withdrawal limit to $5000 will have the same effect for account holders who are currently withdrawing to the $1000 limit.

Immediate Action to be taken:
On Monday, April 8th (today, server time) at midday, we will purge all pending withdrawal requests from the queue. There will be no withdrawal processing on Monday 8th April. Withdrawals may be requested again from midnight server time on Tuesday (midnight) GMT.

Revision of maximum account holding levels, to be advised in next newsletter
Updating of Terms and FAQ to align with new Withdrawal Policy.

CUSTOMER SATISFACTION
It is no secret that members frustration is at an all-time high. Many of you are upset with how things are and have been. That is understandable. However, we have no wish to force those of you who are no longer satisfied with their HRS experience to stay. If you are not happy and do not wish to continue with your account, you may send a ticket asking for a refund of your spend only, and we will give you back any money you have spent on Ad Packs directly from your pay processor, so you will not be in a loss situation. You can then move on and be happy.

We will also be updating our Terms of Service with a new policy, reserving the right to terminate and refund any members account without notice, if a member is found to be posting viciously in forums, on Facebook or in our Skype rooms or anywhere else we are notified about. HRS is a long term business and we will absolutely NOT tolerate any member, who is not supportive and engaged with the HRS family, ruining this for everyone. If you are NOT happy, submit your ticket and we will close your account and refund your spend. End of issue for that member.

PIF FUNCTION
Very soon, we look forward to reintroducing our new secured PIF system. Target date for re-enabling is Monday, 15 April. If we are able to bring it back before then, we will make a separate announcement. In the meantime, please either wait or pursue other means of PIFing your referrals. After attempting to assist members with manual PIF requests, it has become very obvious that this is too time-consuming to continue with, when there are more pressing things that Moni and Connie should be attending to. We had the best intentions in offering to do it manually, but in reality, it’s taking away too much time from resolving helpdesk issues and the remaining LR/STP account issues.

LR/STP BALANCE MOVES ETC
We are finally almost ready to process the remaining LR -> STP moves for those who were missed in the previous round. Once those have been processed, we will issue all pending refunds to LR. Third phase will see the move from STP to alternate processors for those members who reside in STP Blacklisted Countries and in the US States of Arkansas, Virginia and North Dakota.

The lists are ready; we are just waiting on the green light from our programmer to start moving the balances. There are 632 affected accounts that require balances moved. 136 refunds to be issued, and 339 accounts from members in regions not serviced by STP, whose balances need to be moved to EGOpay or Perfect Money. Please hang in there for the few more days we need to manage our way through this process.

WEBINAR
I’m so grateful to Dr Lieven for holding this web event the other day, giving me the opportunity to speak live with the HRS family. Sorry about my broken webcam, I will get a new one before I next speak with everyone in conference. Thank you all for your love and understanding towards me, and also towards Moni.
We both appreciate you all very much.

So, once again, dear Family, know that you are in my heart, and that I will do my best by you always. We will soon be back on track, and I thank you for all the kind and loving comments in the rooms. You are in my heart always.

With much love and respect

Analie Steinway