100tb.com / VPS.net threatening emails

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Posted by perholmes, 01-28-2011, 12:43 PM
Hi, I just have to vent my displeasure at 100tb.com / MidPhase / VPS.net's billing system. For a year now, every single time we increase our hosting with them by adding more nodes to our servers, we immediately get an email from billing@midphase.com that says: "This is your last warning. Your entire account 000000 will be suspended due to non-payment in 72 hours if payment is not received." We run a serious website, they have our credit card on file, we pay our bills on time, and I find it offensive that MidPhase sends out such threatening and highly upsetting emails every single time you *increase* your hosting with them. Every time, I write back that they should just charge the friggin' credit card they have on file and that they already charge every month. And I always get an email back that they've charged it, and "sorry for any inconvenience". But no effort to stop threatening their customers with account deletion. How about being a bit more professional? Jeez! Best, Per
Posted by Thomas, 01-28-2011, 12:46 PM
You can always e-mail me and I will look into it (I don't see any mails regarding this in my inbox) - did you open a ticket with us because of the problems you had to speak to your staff about it? I would search but theres quite a few tickets there. Can you send me your ticket ID asking us about this so I can look into this? (tom@100tb.com). I will get it resolved forever. Thanks
Posted by mrgeekchris, 01-28-2011, 12:49 PM
I bet this is automated message.. probably in the past they've had clients that paid .. it kinda like wake up call screaming in your ear but I bet they got alot more clients paying their bill on time... you may not be the only one getting this message FYI
Posted by sirius, 01-28-2011, 12:52 PM
LOL - we used to run in to the exact same issue. A quick e-mail to the billing department will fix that right up. Sirius
Posted by perholmes, 01-28-2011, 12:55 PM
Hi Tom, I've emailed you the account number, but this is typically not something we'd create a ticket about, it's just frustrating that you ever so often feel that you need to point a gun at your paying customers and threaten to remove them from the internet. Obviously, we trust you to run the hosting side of it, and just to be safe, we're heavily load balanced geographically. But it's all within your system, and if your computer is so poorly programmed that there's ANY chance that it will randomly suspend customers, I find that genuinely frightening. What if I'm in the hospital and noone else gets the email? What if we're at a convention? Do you have any idea how frightening it is that your computer might randomly pull the plug on responsible and paying customers? I've written this to you every single time it has happened, probably 10 times by now. Nobody does anything. You need to fix this. We cannot host with you if you continuously threaten to close our account. You have our credit card on file. There's over $10,000 on the credit card with no spending limit. How hard can it be to just charge the card without first threating the customer to close the account? To this day, I don't know what would have happened if I *hand't* written to you. Would your computer automatically have charged the card and figured it out? I don't have the nerves of steel to test what would happen if I didn't respond to that email, but you shouldn't be sending it in the first place. Best, Per
Posted by perholmes, 01-28-2011, 12:59 PM
Hi, I've received an email from Tom that he has informed the billing manager and will make sure it doesn't happen again. Best, Per
Posted by QuickWeb-Roel, 01-28-2011, 03:54 PM
yes i can also confirm this thing is happening when you place another order they sent invoice and don't pay immediately
Posted by bsdvps, 01-28-2011, 05:19 PM
Is it me or are people eager to vent their complaint on WebHostingTalk rather than going through the proper communication channels? This is the second thread I have seen