Billing Suggestion

[Kirk Salomon]

I have been a customer of WHB for many years now and today I had my account suspended because my billing information was not updated on the 2Checkout system. Looking back through my emails, I did receive an email from 2CheckOut, but assuming it was junk mail, I never opened it.

After chatting with your support department we got this figured out and I immediately updated my expiration date on my credit card. Since I was told that it takes up to 24 hours to process the payment, I requested a 24 hour grace period so at least my web sites and email still worked while 2CO processed the payment. I was told that until the payment was processed, the account would stay suspended.

From this all of this I have 2 suggestions:

1. Have an email come from WHB indicating there is an expiration date, or some other problem, prior to suspending an account. This email would not be considered spam and overlooked.

2. For long term customers, with a track record of payment, please grant them a courtesy 24 hour extension once they have indicated they have paid if thats how long your payment process takes. I have many web sites down and no way to retrieve emails from any of them.

Thank you
ksalomon
indss.com

[danil.p]

Thank you for such a piece of advice. We do appreciate your concern in our prosperity indeed.

[Matt R]

We have a whole revamp of our billing system lined up over the next 6 months.

[Saf M]

1. 2checkout sends two emails 7 days and 3 days prior to your next bill and the link to update the credit card is provided in the email. If 2checkout emails end up in your junk email box then there is little we can do to prevent it.

We have two ways to bill the client. The 2checkout email notification system works with clients that signed up in October 2006 or before. Clients that have signed up and are signing up after this month are not billed automatically. WebHostingBuzz sends a billing reminder 3 days prior to the bill and gives the client information about their hosting account.

2. No website is suspended within 24 hours of failed billing. All accounts are given 72 hours post the expiry date before an action is taken. Dedicated servers can have longer wait times. We are pretty flexible with this.

So I am unsure about your case however our procedures do match of what you are saying as a general rule.

[nolimit2]

72 hours i was given a 6 hour notice and no grace period and my domain was suspened and it took three days to get it back up

[Saf M]

72 hours i was given a 6 hour notice and no grace period and my domain was suspened and it took three days to get it back up

This is some thing very unique and does not happen under normal circumstances. Since we are not aware of what actually happened, I cannot comment further however we are happy to know that your issue was resolved and apologize for any inconvenience.

[Anono]

I'm with you Kirk. I also received 2checkout.com e-mail and thought they were a scam, so ignored them. Next thing I know, my websites are no longer working, and then WHB holds my websites hostage for a $25 fee to restore them, plus requires me to buy a new plan even though I was completely happy with my old one. I'm not very happy...

[omniuni]

WHB helped me resolve a billing situation that caused the websites to go down for a day at 10:00 PM.... the sites were back up by early the next morning. There were no extra charges, we just needed to pay them. (someone at my client's company wasn't paying attention to the notices....)