vengavenga Posted March 9, 2004 Posted March 9, 2004 First of all, I've got to say that I'm a very happy TCH customer - The servers rock, technical support is fantastic and the price is right. I've been badly let down this week though with regards to billing, I'm very angry indeed and I'm wondering if any member of staff could look into this for me. So many people have been involved and I'm not sure who should be dealing with it. You'll find all the info in ticket LOU-17254 (although the tickets leading up to this one make interesting reading as well), but to summarise ... 5th Feb I signed up with a $28.99 reseller account and paid by Paypal. 17th Feb I realised that I needed more bandwidth etc and requested an upgrade to the $45 reseller account. I paid that by Paypal on 17th Feb as advised. 19th Feb The $28.99 sub was cancelled and I was told that part of the first payment would be refunded - it never has been. The $45 Paypal subscription is still active (as it should be) and next payment is due on 17th March. 23rd Feb I received an invoice for the $28.99 that would have been due had I not upgraded. Sent in a ticket - Bill replied that he'd now fixed the billing error. 25th Feb Realised that my bandwidth and disk quotas hadn't actually been changed at all. Submitted a ticket - Mike replied next day and fixed that problem. 6) 2nd March, I've received a "reminder" which threatens to suspend my account! 3rd March Get an email saying that my (cancelled) $28.99 payment was overdue and that if I didn't pay it my account would be suspended. At this point, I spoke to HG Bill by messenger and he suggested that I submit a ticket. I said that it was no problem, but I just wanted to make sure that my account wasn't suspended - his reply (exact words from transcript) were "You will not get suspended". I submitted the ticket which Mitch replied to on the 4th - "I've put this issue on hold for now, and our General Manager, Bill Kish, will be looking into this and getting back to you on it as soon as possible. Thanks!" The ticket is still on hold. 8th March (yesterday) Got up to find an email telling me that my account had been suspended. On checking, that indeed turned out to be the case. Live support unsuspended the account straight away (thanks), but used the rather worrying phrase "unsuspend it for now". Contacted HG by messenger again - who promised to sort it out yesterday. I've not heard anything since, and the ticket is still "on hold". I must confess that I am absolutely seething over this now. I realise that mistakes will happen from time to time, and that's fine. But for the same mistake to drag on for so long and for promises to be broken is downright unacceptable. It's not just my business that's affected - it's the businesses of all my clients who's site are hosted within my account. I had to convince them that the upheaval of having their sites moved to TCH was going to be worthwhile (which it has been), but the last thing I need now is for their sites to go down (especially with the error message that appears when checking email - "cannot check address - account suspended" or similar) Ending this post as I started it, TCH rocks, but this whole episode sucks. Ali www.vengavenga.com
TCH-Andy Posted March 9, 2004 Posted March 9, 2004 Ali, Thanks for seeing the good parts of TCH and keeping your sence of humour - despite an episode that, as you say - sucks. I've had a quick look through the ticket(s), and will chase things through, so that we can find out what went wrong, why it went wrong and prevent it happening again. On top of that of course we need to sort things out with your site to ensure there are no further issues. I will update here in a few hours when I have chased everything through. Andy
Head Guru Posted March 9, 2004 Posted March 9, 2004 Ali, Thanks for taking the time to post your issue with TCH. As you know people make mistakes and mistakes do happen. It is human nature. Here is what happened. We recently moved to a new billing system. The new system is 100% automated and is a huge improvement over our old system. The new system is perfect, seems the guys pushing the buttons to run it are not. When Mitch upgraded your account it was not done correctly. Your new paypal payment wasnt entered into the system properly so the only thing the system knew was that your old payment was cancelled. Once the invoicing was batchedyour old payment never came in and thus your account went into auto suspend. I am glad we got your account turned up as fast as we did. I can not fault my crew for using the term "for now" as they really dont have the insight into billing issues. Looks like I dropped the ball in my slow responses to your inquiries. For that I am sorry. I will not even get into the facts on why I have been away from the business more than usual this week, as its a moot point. I can only tell you that TCH let you down and for that I am sad. I pour my heart and soul into this business. When a family member is let down I take it personally. I have the spent the majority of my life over the past four years building this business and for me to let you down Ali, it just kills me. I know that money is not the issue here, however I have placed a credit to your paypal account for the 1st month of your deluxe reseller plan. Just about the only thing I can do to show you how dedicated I am to this business. Your account is current and up to date and I have corrected the issues with the payments in the billing system. Thanks and please accept my sincere word of appology.
vengavenga Posted March 9, 2004 Author Posted March 9, 2004 Thanks for sorting it out Bill, Andy, Mitch and anyone else who was involved. Like I said in my posting, I know it was just a simple error that snowballed into a major problem. Like I said in my posting, I'm very happy with my hosting at TCH. Like you said in your posting, money isn't the issue - it's availabilty of service for my clients that's important to me and I'm confident that that is now assured. Thanks! Rock Sign Ali.
vengavenga Posted March 23, 2004 Author Posted March 23, 2004 Guess what HG? After your apologes and fixing of the problem, payment was correctly taken on the 17th of this month - thanks for sorting it out Ah ... Hang on a second .... What's this in my inbox this morning? An invoice for $28.99 due on the 1st! It's all started again. This time last month I was contacting you to query the invoice and was told not to worry. I then got an email telling me that if I didn't pay I would be suspended - again, I was told that wouldn't happen - I was then suspended. I have a nasty feeling that I've been down this road before - can it be sorted out (again) before it ends in business-damaging suspension for my clients. I've submitted a ticket (KRN-59049), but I want to make doubly sure that it gets resolved swiftly. Thanks, Ali (who feels like he's now starring in Groundhog Day)
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