Billing Services let you down big time!

[sjallan]

While other providers cannot touch the Technical Support we enjoy with you. Billing Services let you down big time.

On the 16th of January 2009 Billing Services went from issuing a reminder for payment to suspension of service in 1 minute 1 second without any warning! Despite saying that the suspension would be removed immediately it took my personal intervention with Tech Support on the 21st to have it removed. Well done Tech support but…billing???

I do admit I was late in paying, we are an SME, my family and I were on a skiing holiday and I simply forgot – we all do it. I can assure you that lose of service for 4 day was much more penalising than the £88 for the hosting!

I am sure billing will say it’s not personal it’s an automated process BUT – I have been a customer for some time, I host multiple sites with you, WHERE IS THE SUPPLIER LOYALTY??

The thing that really blows your credibility is “issuing a reminder for payment and then a suspension of service 1 minute 1 second later without any warning” simply makes you look like a bunch of AMATEURS. The last e-mail needs to be a warning of suspension in a given timescale (perhaps 24 hours).

I will continue to use your service because of Technical Support otherwise I would be gone!

[texterted]

Whilst I feel for you and acknowledge your frustration.

– we all do it.

I can assure you that we don't all do it! If something is important to me and would cost me money without it, I make sure that I do do it!

A lesson learnt ahead of the next billing cycle.

[John]

Hello,

While I can understand your frustration, please take into account the following:

01/01/2009 13:33 Customer Invoice

08/01/2009 13:33 Invoice Payment Reminder

16/01/2009 01:02 Invoice Payment Reminder

16/01/2009 13:23 Invoice Payment Reminder

16/01/2009 13:23 Hosting Account Suspended

You received the initial invoice on 01/01/2009. The first reminder was sent on 08/01/2009. I do feel the automated system did give you enough time to make an arrangement to pay. After all, you did actually place an additional order on 15/01/2009, so I think you did have the opportunity to pay before the suspension took place.

I will not claim our billing system is perfect, as it does sometimes make mistakes. However, in this case, the billing system did what it was supposed to do, and we enforced our suspension policy properly. Now, in my personal opinion, I would have liked someone to consider calling you before a suspension took place. This is something I will discuss with our Billing Manager. While it's not practical to call every client before suspension, perhaps a policy can be made for invoices over a certain amount.

[Karen P]

Hello,

I sincerely apologise for the inconvenience. As per communication with John, I will arrange calls to all clients with an overdue amount of more than £50.00.

I will also remind the Billing Team to check their suspensions lists to ensure suspensions are lifted without any delay.