Unjust Billing

[vns1976]

Hi all!

We have faced strange attitude from the billing department of JaguarPC. The situation is as follows:

We have 3 account with JaguarPC. 2 of them were suspended for 2 months, but then the payment for this period was billed from our credit card automatically, however the accounts were not put online on the date of payment. Actually, the payment was taken for the service that was not provided as we pay for hosting - webaccess to our sites. Moreover, we do not need these accounts any longer and did not plan to prolong them.

Now we are asking the billing department to charge for our third account the money that was taken for non provided service. The billing department answers that they cannot do that and suggests that we pay for the third account separately.

We can contact our bank and ask them to cancel the CC transaction as the service was not provided, but we wanted to solve this issue with JaguarPC.

Maybe someone knows who of the senior managers we can contact on the issue? Have you faced such a situation? What are the possible ways out?

Thanks in advance,
Valery

[Pawel Kowalski]

I'm not sure I'm understanding. Why were your sites suspended in the first place? And when you say they weren't put back online as soon as the payment cleared when were they put back online?

[Ron]

Customer Support Manager is Tracie: Tracie@jaguarpc.com

[Vin DSL]

Maybe someone knows who of the senior managers we can contact on the issue? Have you faced such a situation?

Last things first - no, I have never had a problem with Billing/Sales, as long as I've been here. However, sometimes clients confuse Billing/Sales with Tech Support. That is, sometimes clients contact Tech Support with Billing/Sales problems and there seems to be a lag in communication between these two entities. Having said that, always make sure you're sending your queries to the correct party[s]!

AFAIK...

Nick Rose is the Director of Sales & Marketing - eMail: Nick@jaguarpc.com
Tracie is the Customer Service Manager - eMail: Tracie@jaguarpc.com

...and, they're both awesome!

If it was me, those are the two ppl I'd contact.

[Gwaihir]

I'm not sure I understand. It seems like you tried to cancel two accounts by simply not paying for them and reopen them by resuming payment. That's not how it works. Sure, non payment will get your accounts off line eventually, but you'd still owe JagPC the money and they're correct in not fully restoring the account until such payments due are ALL in.

If this is the situation and you now want those accounts cancelled per two months ago and the funds to go towards that third account, I'd advice you to be pretty nice to them when you contact them and drop the "service was not provided" talk.

[vns1976]

Well, we do not quite understand what the money was charged for?

The account was suspended - so the service providing was stopped? If it is the stop of the service providing - why the funds were charged? Or account suspension means something else? Then what does it mean?

The 2 accounts were suspended for non-payment (we had no funds on our CC). When we loaded the card, the money was taken automatically, but the accounts were not put online. When we contacted the billing department to clear the issue, the accounts were activated, though we decided to stop using them.

BTW do you know any good and reliable hosting? Just in case we'll have to leave JagPC.

thanks,
Valery

[Vin DSL]

Well, we do not quite understand what the money was charged for?

Here's my twist... and I've been with MANY discount mass web hosts over the years!

At most places... If you stop payment for whatever reason - boom - your web page is still viewable, but all it will say is "This flake's account has been suspended for non-payment", or something to that affect.

Secondly - and the bottom line - you're renting space from them - space they can rent to a paying customer, not a playing customer. Usually these non-paying sites are dumped to null immediately, and the space sold to someone else. It's like the Mafia putting a bullet in your head for skipping out on a debt - nothing personal - just business!

In my world view, having your site[s] suspended is a LOT better than having NO site[s] at all... if you get my drift.

I would *guess* the reason you could not access your site, e.g. do a backup, is so you can't cut n' run in the middle of the night, without paying them their due - but that's just a wild hunch...

LoL!

This reminds me of ppl that say, "I'm never buying another Sony product as long as I live."

This place rocks!!! You're just screwing yourself IMHO...

[Vin DSL]

I'm not sure I understand. It seems like you tried to cancel two accounts by simply not paying for them and reopen them by resuming payment. That's not how it works.

Um...

I *think* we're getting 1/2 of 1 side of the story, e.g. intentional obfuscation!

I've got 3 domains on a single SDX account here, and that's nothing. I could have 50 domains or however many on a single account. Sooo...

I don't understand the *need* for 3 accounts, unless there's some gaming going on!

Let's say I wanted shared SDX space, shared VPS space, and a Dedicated box - just to see which one works best...

Would THAT require 3 accounts?!?!? I digress...

Let's say that I decided to skate out on 2 of the accounts, wrongly assuming the 3rd account would remain unmolested - kinda like ppl with multiple partners do - drop 2 guy/gal pals - no big deal - #3 is still happy. Ignore #1 & #2, and they'll just go away, or maybe you'll give 'em a whirl later, if you *feel* like it.

Is this a plausible explanation, perhaps?

As you said, that's NOT the way it works...

[Pawel Kowalski]

The 2 accounts were suspended for non-payment (we had no funds on our CC). When we loaded the card, the money was taken automatically, but the accounts were not put online. When we contacted the billing department to clear the issue, the accounts were activated, though we decided to stop using them.

When you contacted the billing department to clear the issue did you ask them to active the web sites or did you ask them to refund the money?

[vns1976]

Um...

I don't understand the *need* for 3 accounts, unless there's some gaming going on!

We needed 3 accounts for 3 different businesses - as simple as that.

When you contacted the billing department to clear the issue did you ask them to active the web sites or did you ask them to refund the money?

We asked to refund the money. Actually, not to refund, but to transfer it for our third account as it was meant for it when we loaded the card...

[vns1976]

Here's my twist... and I've been with MANY discount mass web hosts over the years!

At most places... If you stop payment for whatever reason - boom - your web page is still viewable, but all it will say is "This flake's account has been suspended for non-payment", or something to that affect.
......
In my world view, having your site[s] suspended is a LOT better than having NO site[s] at all... if you get my drift.

Well, we have tried 4 places for hosting and our sites were NEVER deleted. The hosters waited for at least for a month before suspending the sites. And we have had a similar situation with one of them- then with the help of our bank we got back the money taken for the time when the sites were offline.

Secondly - and the bottom line - you're renting space from them - space they can rent to a paying customer, not a playing customer. Usually these non-paying sites are dumped to null immediately, and the space sold to someone else. It's like the Mafia putting a bullet in your head for skipping out on a debt - nothing personal - just business!

Well, we pay not just for renting space, we pay for having our sites online! Who needs just space? I can store the files on my home computer as well for free! It is like you rent a car and not allowed leave the garage, but still pay rent!

[Vin DSL]

Well, we have tried 4 places for hosting and our sites were NEVER deleted. The hosters waited for at least for a month before suspending the sites.

Hrm...

I think I'm starting to see a pattern here!

[vns1976]

Hrm...

I think I'm starting to see a pattern here!

Nice joke! NO, we left them for other reasons.

And are you working for Jag? If so- please do not comment, I already know what Jag staff think as I've spoke to their billing department

[Vin DSL]

(A)re you working for Jag? If so- please do not comment, I already know what Jag staff think as I've spoke to their billing department

No, but I'd like to work in their Customer Service Department!

How about putting in a good word for me?!?!?

[AJA]

Hrm...

I think I'm starting to see a pattern here!

mmmmmmm.......
Suspended at 4 other hosts ..........
It appears to be a pattern to me too.