My account was cancelled without warning (continued)

[Syrinx]

Yesterday, out of the blue I received an e-mail from 2Checkout that my recurring order with WHB had been cancelled. Since I had received no notifications that there were any issues with my account, and since my credit card and bank account are in good standing, I assumed that this was some sort of mistake. I submitted a support ticket with WHB and asked them to look into it. I tried to contact 2CO but got an error on their site and could not get through on their customer service phone#

Well, imagine my surprise when WHB billing replied that I had not paid my hosting fees for the past two months, and that my reseller account was now suspended! Furthermore, if I wanted my account back I would have to pay not only the hosting fees I owed (which was reasonable) but also $10 for each of the clients accounts I wanted restored! Absurd!

I NEVER received any warning that my account was past due from either WHB or 2Checkout. So now I am expected to pay $100+ just to get my accounts back? :mad:

I finally spoke with 2Checkout customer service and fixed the problem with billing and the past due fees. I wrote a new msg to WHB support explaining this and asking that they please waive the $10 fee for restoring my accounts. I believe under the circumstances this would be a fair compromise. I have yet to receive a response.

I'm just wondering if anyone else has experienced this sort of behavior? This is the third time my service has been interrupted without prior warning and for trivial, easily resolved reasons. And in the meantime my client's sites are still down..

[Matt R.]

What is your ticket number?

It is essential you let us know if your email address changes - we send numerous reminders in advance about any billing related suspensions.

[Syrinx]

What is your ticket number?

It is essential you let us know if your email address changes - we send numerous reminders in advance about any billing related suspensions.

That's the thing - my e-mail address hasn't changed. I never received any billing notices. I've checked my junk and trash folders.

The credit card that was on file is good and I use it regularly so I am a bit perplexed as to why 2CO cancelled the order. Just to be safe, I changed the account over to a different credit card.

My latest ticket number is UTW-744284

If you could get my sites back up I would appreciate it. I was in the middle of working on one...

Thanks

[Syrinx]

Matt,

WHB support just got back to me and now are asking $24 ( due ) + $12 ( May's advance fee ) + $85 = $121 to get my sites back

If you guys aren't going to compromise on this issue, then you are saying goodbye to a loyal customer.

I will happily pay the $36 hosting fees but I am not paying $85 for something I was not responsible for.

[Saf M]

Hi,

1. It seems that your account was or is two months over due which means that you owe WHB for two months of hosting fee.

2. Your account was cancelled by 2checkout and you were okay with that. To us that is a cancelled account. If you do not pay for the services, we cannot serve you.

3. The restore fee is part of our policy. We might possibly work on this with you but in the ticket system. You are ready to move web hosts as well so this issue has something to do with settlement.

I am locking this ticket. Please refer to the ticket for further communication.

[Syrinx]

This is in response to my previois post which has been locked.

Hi,

1. It seems that your account was or is two months over due which means that you owe WHB for two months of hosting fee.

I think we've already established that. I was not made aware of that by you until yesterday and I've already done my part to correct that problem

2. Your account was cancelled by 2checkout and you were okay with that.

I was OK with that? I think not! You obviously missed or ignored the part where I WAS NEVER INFORMED THAT IT WAS HAPPENING

To us that is a cancelled account. If you do not pay for the services, we cannot serve you.

If you do not tell me I owe you money, I cannot pay you.

You don't tell me I owe you money by waiting till the last minute and deleting all my sites. That is totally unacceptable.

3. The restore fee is part of our policy. We might possibly work on this with you but in the ticket system. You are ready to move web hosts as well so this issue has something to do with settlement.

Yes I will agree the restore fee is part of your policy IF IT IS THE CUSTOMER'S FAULT

This was YOUR fault. Or 2Checkout's fault. Not mine!

You are ready to move web hosts as well so this issue has something to do with settlement.

I was actually a quite happy and loyal customer until you guys pulled this stunt.

Don't expect any positive reviews from me!

[fahadfaraz]

Doug,

You were refusing to believe that there was problem with your credit card in your ticket and when i advised you to call 2checkout you discovered there indeed was a problem.

2co sends out billing failure notifications over and over to a billing email on file , we have about 6000 clients which get notified this way and clear pending dues, and in your case when it was a monthly recurring billing setup you should have had atleaste 10 at your disposal. So i am not sure of your claim that you had received not a single one just like your calim your CC was okay.

We do charge for account restoration fee as service charges per billing policy and your account is no exception to it. Once given invoice for it you did decide not to go for it and 2 months fee due on you rather change hosts and claim backups.

A tech will update you shortly with backup of your account as requested.

[Saf M]

Syrinx

I have merged the previous thread with this one. The reason I locked that thread was because this matter is already being addressed with you in our help desk so posting multiple threads about it does not make sense to me if the reason behind is to get our urgent attention to this matter.

Email is our primary method of contact. Everything has been clearly stated in our Terms of Service especially our billing policies are quite clear. Now stopping with the blame game as who is at fault, we follow a given procedure. Unfortunately miscommunication can happen which seems to be the case here for which I greatly apologize however you should also know that there is no way for us to check whether the client is receiving the emails or not and thus such responsibility lies on the clients part. No other web host keeps the accounts on the servers for more than 30 days after non payment let alone more than 60 days in this case. It is because we understand that such incidents can happen however rarely. We would love to work out a solution with you regarding this if you still feel that this can be given one more chance but if you have decided to leave, I have instructed the staff to supply you with the backups of the domain names.

I am once again sorry for any inconvenience caused.

[Syrinx]

Doug,
You were refusing to believe that there was problem with your credit card in your ticket and when i advised you to call 2checkout you discovered there indeed was a problem.

2CO didn't know what the problem was or why it occurred.

I didn't refuse to believe anything. I simply fail to understand how a credit card that I use everyday to buy gas, groceries, pay for other items and services would be refused for $12 hosting fee. There is NO problem with my credit card.

2co sends out billing failure notifications over and over to a billing email on file , we have about 6000 clients which get notified this way and clear pending dues, and in your case when it was a monthly recurring billing setup you should have had atleaste 10 at your disposal.

Yet, I have zero

We do charge for account restoration fee as service charges per billing policy and your account is no exception to it. Once given invoice for it you did decide not to go for it and 2 months fee due on you rather change hosts and claim backups.

That is correct. I refuse to pay when I am not at fault.

Do you really think I want to go through the trouble of moving 17 accounts, over a measly $36? If I had received any notification I would have happily paid past due hosting fees.

[Syrinx]

Syrinx
No other web host keeps the accounts on the servers for more than 30 days after non payment let alone more than 60 days in this case. It is because we understand that such incidents can happen however rarely. We would love to work out a solution with you regarding this if you still feel that this can be given one more chance but if you have decided to leave, I have instructed the staff to supply you with the backups of the domain names.

I would prefer to stay, but if you continue to insist I pay fees other than the hosting fees I owe you then I have no choice but to call it quits.

[Matt R.]

Obviously some miscommunication occured along the line here. I will see what we can do to resolve it to both of our satisfactions.

[Saf M]

I think there is a miscommunication on both ends. I would like it to be resolved if possible. Matt should be in contact regarding this. Sorry about this..

[Syrinx]

I think there is a miscommunication on both ends. I would like it to be resolved if possible. Matt should be in contact regarding this. Sorry about this..

Very well. I will be waiting patiently to hear from Matt on this.

[Syrinx]

Well I have been waiting all day and have not heard a word on this..

So far I have had almost 48 hours of downtime and a site I cannot work on. I will have to start moving my clients sites soon.

What is the word.

[Syrinx]

Are any of you still alive here? Matt?

It would be great to hear from someone about how you are going proceed with my account.

[Matt R.]

Your ticket should have been updated. I'm checking on it.

[Matt R.]

Yeah, as far as I can tell, you are back up and running.

There's a lot of interest in this thread so I want to offer our best guess on what happened:

Our renewal notices, of which multiple are sent out without fail, either landed in your junk email folder or were totally destroyed by your spam filter. Most junk email folders automatically empty after 14 or 30 days, and your renewal was due 2 months ago so when you checked your junk folder, no sign of it.

We're going to see what we can do to rewrite this email to prevent it happening again, and we're also going to start calling clients when their account becomes past due. Obviously, this isn't as easy as just picking up the phone as we're going to have some language barriers to get past, as well as making sure that we call at an appropriate time as we have clients from every timezone across the globe.

[jhsands]

Or put in the welcome email for the client to add service@2checkout.com to their safe list...

A set of instruction for Yahoo!, Hotmail, GMail, and Email.Com should cover most of the clients.

[Matt R.]

Good idea. It's been migrated to our to-do list

We're looking into SMS and IM activation too, so when your account is up and running you get a text to your cell or an IM message.

[Syrinx]

Yeah, as far as I can tell, you are back up and running.

Yes Matt it appears all is well now.

Now, you may want to have the billing dept send me an invoice for the past due fees ($24), and the fee for this month ($12) and get me on a recurring monthly subscription again before my account is suspended once more.

There's a lot of interest in this thread so I want to offer our best guess on what happened:

Our renewal notices, of which multiple are sent out without fail, either landed in your junk email folder or were totally destroyed by your spam filter. Most junk email folders automatically empty after 14 or 30 days, and your renewal was due 2 months ago so when you checked your junk folder, no sign of it.

That is a good theory, though I read my mail on my computer with an e-mail client and keep all my trash and junk mail for at least a year, just in case something like this happens and I need to backtrack. There are no messages from 2Checkout or WHB. Perhaps it was the spam filter at Earthlink. But, I receive notices from various other subscriptions, services and whatnot without any trouble.

The bottom line is WHO KNOWS what happened. It just s*cked for everyone!

We're going to see what we can do to rewrite this email to prevent it happening again, and we're also going to start calling clients when their account becomes past due. Obviously, this isn't as easy as just picking up the phone as we're going to have some language barriers to get past, as well as making sure that we call at an appropriate time as we have clients from every timezone across the globe.

Sounds good. Having a phone# should help alot in preventing future problems.