Croy Posted October 8, 2004 Posted October 8, 2004 Sorry to put this here, but not sure where it should go. My site http://www.dvdspot.com has been suspended for some unknown reason. I have been receiving Payment Due emails for the last few weeks, and I have been replying wanting to know what the problem is. This morning I woke to find it had been suspended!! For months my credit card has been automatically billed. Why has TCH stopped billing it? It is a valid non-expired credit card, I use it every day. This morning I manually made a payment that was approved (using the same credit card btw), but my account is still suspended. This is a high profile website with 1000 members, and im very embarrased for it to be redirecting my site to an account susspended page. What can I do???? I have already sent in an urgent helpdesk ticket and tried the chat thing, but getting no responses. Help! Quote
TCH-Thomas Posted October 8, 2004 Posted October 8, 2004 Make sure you are not using your domain adress when sending help tickets and if using hotmail for instance, check junk folders etc. Quote
TCH-Andy Posted October 8, 2004 Posted October 8, 2004 Hi, You need to sort it out via the help desk - because we do not like talking about some of the potential abuse issues in the open forum Quote
Croy Posted October 8, 2004 Author Posted October 8, 2004 Make sure you are not using your domain adress when sending help tickets and if using hotmail for instance, check junk folders etc. Thanks for the tip. I use my yahoo address. Quote
Croy Posted October 8, 2004 Author Posted October 8, 2004 Hi, You need to sort it out via the help desk - because we do not like talking about some of the potential abuse issues in the open forum What are you talking about? This kind of attitude I am getting alittle thin on patience with. I am a customer complaining about an issue with my account. I am simply asking for advice on what to do. A few month ago I posted about an issue with the server my site resides on that was causing all the server's sites to become unavialable. The problem lasted for weeks. That post was simply asking if the problem were to persist, could my site be moved to a different server. An admin replied telling me to essentially stop complaining (something about "would I ask for a new car if I kept having problems with it" ???). A very unhelpful, uncaring response. Same with this response. I have reached out to the community twice now, and both times have been told to go away. I realize there may be nothing that can be done about my problem by the admins here, but they can at least act like they give hoot. Steve dvdspot.com Quote
TCH-Andy Posted October 8, 2004 Posted October 8, 2004 Hi Steve, I'm sorry if it came across as an unhelpful caring response - it was not meant to. You sent your ticket into the Cancellations department. This is not manned 24/7 - and hence it did not get picked up straight away. I actually looked for the ticket - moved it to the correct department, and it was dealt with within 2 minutes. Most people have their site suspended because they have been issuing spam emails, causing abuse on the server, or there is a financial issue. Our policy is not to talk about these issues in the public forum, simply to protect the individuals. Quote
vengavenga Posted October 8, 2004 Posted October 8, 2004 Hi Steve, Although I really do understand how annoying and upsetting this must be for you, frommy experience I really do think that TCH will do everything they can to sort this out for you quickly. As well as using a non-TCH email address when submitting tickets, it's a good idea to check back into the online ticket system to see if there's a response rather than relying on an email to arrive - I learnt this the hard way by waiting for an emailed ticket response for 5 days before realising that they'd responded to my ticket within minutes ... it was only the notification email that had gone astray! Anyway, hope you get this sorted out ... and really, I don't think anyone is telling you to "go away" - it's just that with something as urgent as this, they are much more able to help you quickly if you submit an urgent ticket than if you post in what is basically a discussion forum Cheers, Ali. Quote
Deverill Posted October 8, 2004 Posted October 8, 2004 A very unhelpful, uncaring response. Same with this response. I have reached out to the community twice now, and both times have been told to go away. I realize there may be nothing that can be done about my problem by the admins here, but they can at least act like they give hoot. With all due respect, the problem is that you have reached out to the community. The community, by which I mean the people on these family forums, can't do squat to help with any billing problems you have with your account. I'm a forum moderator and even so can't even see your account info or helpdesk tickets. And was not being uncaring or telling you to go away, he was only saying that you need to take it up on the helpdesk where the folks can help you will read your issue and the rest of the world won't see your passwords or that you were spamming or that you didn't pay the bill or whatever the issue is. (I know it was only a credit card issue but these are only examples.) You wouldn't chat with the customers in the washing machine section at Sears about a payment on your account and expecting resolution from the forums is the same... we're mostly customers, some are mods, and then a couple could help but they're busy doing helpdesk tickets and may not see your issue for hours. Quote
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