Account Suspended by Mistake!!!!!!

[pcford]

Regarding suspension of karlkrogstad.com:
I am the webmaster for this site. The owner gave me his credit card information. For some reason the card did not process. (perhaps an entry problem) We resubmitted another card and that one failed as well. Don't understand why. Credit card info was strangely enough, partially the first card and partially the second. Within one day the site was suspended. Your information says that you will reprocess within 5 days and suspend if not handled in 15 days.

I have no way to pay this until I hear from my client. It is VITALLY IMPORTANT that this site be running. He has an important video show coming up in a few days and there is advertising mentioning this site all over town!!!!!!!
I have contacted billing, but I need any avenue which will get this problem solved as soon as possible!!!!
Please take this site out of suspension--follow your own procedures!! You will be paid! This is extremely irritating!!!!!!!! If anyone know please let me know!!!
Regards,
pcf

[Vin DSL]

Why don't you just open a new account? My account was setup and running in less than 12 hours. Then, if you have to, you can use the IP addy on the new account instead of the domain name on the original. At least you would have a functioning web site while this all gets sorted out. They offer a 30-day moneyback policy, no? When your original site is restored, in 5 to 15 days, you can cancel the second one.

Make sense?

[pcford]

Thanks for your reply above. I was not doing part of the site. It appears that that part of site is not backed up. Thus, your solution will not work in time. Why do you say that getting the site back may take 5 to 15 days? If this is the case, I would change host, alter DNS and rebuild missing parts of site.

The url is being advertised as part of an event which is upcoming on the 11th! This is just nuts.

Below is the response from support. Essentially a blow-off. They say they are going to pass it off to billing. Billing is not even open until tomorrow!!! If anyone can offer any advice it would be greatly appreciated.

You wrote:
Progress/Solution: Hi Karl,

I am forwarding this issue to our billing department since they would be able to assist you better. They will get back to you shortly.

Regards,
Veena

Please, please, please!!!!! This URL is being advertised for an upcoming event!!!! The only acceptable solution is to have this site turned on immediately!!! The renewal due date on this account was March 28. It was paid the first time of March 15. Processing failed on the 28th. Another card was used shortly thereafter. For whatever reason (the cards were good) the card numbers did not process. You will be given another card number today!!!!! As I understand it, billing is not open until tomorrow!! This is not acceptable!
This is one of the worst hosting situations I have ever seen!
Please immediately cease suspension of www.karlkrogstad.com!!!! It was never our intention not to pay this bill!!!!!
Pat Ford webmaster
karlkrogstad.com

[Vin DSL]

Have you contacted the credit card companies? Maybe the problem is on their end...

[pcford]

Thanks for you reply. The card is good.

The problem was that the card information was entered (on March 15, the due date was March 28) via a telephone-that had an entry problem (It was entered as a Visa instead of a Mastercard or visa-versa) On the due date, the card was processed and it failed. We were notified; the note said that the card would be reprocessed in 5 days and if not taken care of in 15 days the account would be suspended. Another card was entered. On April 4, that card was also processed. That card failed as well, perhaps because of entry problems again or processing. The card was good. The client came by and entered card info by himself today.

What make me mad is that Aletia/Jaguar suspended the site immediately and did not give the 15 days as was stated. The client as a video show at the Seattle Art Museum in five days. This site is part of the promotion for it. Support says they will turn it over to billing. Billing, as I understand it, it is not open until tomorrow! Has anyone had experience in getting a suspended site active again? Not being able to contact a respnsible person is extremely frustrating. The timing could not be worse.
Won't recommend these guys again.

[Vin DSL]

Originally posted by pcford
...Has anyone had experience in getting a suspended site active again? Not being able to contact a respnsible person is extremely frustrating. The timing could not be worse.
Won't recommend these guys again.

Yes, as a matter of fact, that's why I switched to JagPC. I was setup on an auto-renewal program with my former host, but somehow they lost my CC info. They sent me an eMail on Friday, saying I had two business days to pay or they would suspend my account. I couldn't get ahold of them on the weekend because billing was closed (does this sound familiar). Monday I was tied up with real-life issues (my job) and Tuesday my web site was suspended. To make the situation worse, they defaced my site with a redirect to this page:

http://suspend.readyhosting.com/

That's the part that frosted my cake...

I wish you the best of luck. However, it's been my experience that once 'they' have you red-flagged, for whatever reason, you're in for a tough fight.

[pcford]

Vin--

Well, I hope it goes easier than that. However, have not been able to get a response out of anyone yet. Have even called--it's an answering machine with a twangy Texas accent.

To say I am disappointed would be an understatement.

Regards,
pcf

[XtremeCarAudio]

lol

ok you you imput a bad credit card, and you blame JAG ROFL


if the card failed, it is YOUR fualt or the card compaines fault not jag


as for their policies lets see

Billing : Payments are due on the 25th day of every month. Accounts 5 days past due will be de-activated. Accounts 15 days past due will be deleted from the server without a refund of any payments made thus far.

hmm 5day past due your account is shut down. looks like from your Info April 2nd was the 5day mark, so they DID follow thier procedures


and I am sure they will get back to you today about your billing sistuation, they dont have 24/7 billing support, I dont know of any hosts that have thwe BILLING dept in on the weekends

[pcford]

My Dear Friend,

I am not blaming them for card information. They state they have "24x7" support. The problem is that it is impossible to get someone with any power to rectify the problem.

My main hosting account _does_ have this ability. You can even call them and talk to a real person. Amazing, huh?

Oh, and by the way, it's now afternoon and there is still no answer to my several attempts at solving this problem. Oh, and needless to say, the site is still off.

If I had known they were going to be this slow, I would have just moved the hosting. DNS propagation is faster than they are.

Regards,
pcf

[Toly]

I got the same problem once when I was with Aletia. For some reason the recurring transaction I had didn't go through. I knew the card was fine but anyways I spent like 8 days figuring out what was wrong. During that time I emailed them and asked them not to suspend my account and they never did. At the end, the problem was with their payment system, anyways.

[JPC-Greg]

Vin, thats quite an unprofessional suspension page in my opinion. I dont think it needs to saying anything more than "suspended, please contact support" .

pcford, thats Les on the machine but he is not from Tx . The updates are typically my dept, when they come through the billing system. Ill go check the new ones now .

[pcford]

The domain karlkrogstad.com was abruptly suspended over the weekend because of a mistake in the credit card information. (See ticket 1049614538) Because you do not have appropriate support on weekends, the domain was not restored until Monday afternoon. The invoice for the payment is appended below.

Now the site is down again!!!!!! This site is vitally needed for a major event at the Seattle Art Museum this Friday! I can't believe this! It's absolute torture. Please, please, please restore this domain immediately!!!



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Do not post email receipts or other critical data in public!
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