Bad Policy For Declined Credit Cards - 5 days or CUT? Options

[bjdea1]

Hi,
I just want to complain about your 5 days policy. I have 2 servers with you which cost me US$563/m. I've made my payments regulary and reliably for almost 12 months now and this last payment cycle I have no idea what's going on with my Credit Card - but you guys have not been able to charge me. I am told I have 5 days to sort it out or my servers are cut.

Bit of a cut throat policy you have going here and probably a little stupid when you think about it.

After the first email saying declined Credit Card transaction I transferred the funds to my other Credit Card and went into Orbit and entered my new Credit Card details. All looked fine. Today I get another declined Credit Card notice. I go back to ORBIT and I find the Credit Card on file is still the old credit card. I changed it yesterday - it showed in ORBIT yesterday as the new Credit Card, today its the old Credit Card again in ORBIT???????

This is stressful for someone running a hosting business (1000+ websites), loosen up on your 5 days policy PLEASE, this is a CUT THROAT and SEVERE POLICY - 5 days is too short and stressful. How about 10 days at least, I'm getting high blood pressure realising my whole business could be wiped out overnight. Obviously we have the money we just can't get it to you because of these damn Credit Card issues and some ORBIT problem.

The other thing is your account hours are terrible for Australian businesses. Your accounting department is only open from 8:30am - 5pm Mon-Fri. In Australia thats from 11:30pm-8am. Basically the middle of the night.

[S3]

10 days would be a lot better, even if you had to earn it by being here like 6 mos or a year first. Not like they'd be taking a big financial gamble by doing it. Somebody else I think expressed a similar concern recently and I have to agree. To have a 5 day window between billing date and unplugging the server is pretty harsh.

Far as the possibility of something like this causing them to lose your business, they don't care about that. They figure there's plenty more where you came from. Don't get me wrong, I like it here, I've figured out what to expect and am comfortable mostly with that, but customer centric they ain't. There are some notable exceptions like keven and ben, but they only have a few of them.

[DeadEye686]

5 days is a perfectly acceptable length of time (in fact, you'll find it's one of the more generous across the web). In order to ensure that things are working with your credit card, call Accounting!

[eddy2099]

Call your bank for that credit card and find out why they blocked the transaction. Tell them that you authorized the transaction and they would usually allow it through. As a note, tell them it is a recursive charge.

Usually my experience is that this may happen if it is a new vendor when it comes to security issues which does not come about because of a lack in funds but usually not when it is recursive but banks are strange at times and need to be reminded they are so.

It may be a good idea if SM could provide an entry for a backup credit card for the just in case.

[bjdea1]

This is in response to Deadeye686

Ok, great well I look forward to seeing you have a Credit Card security issue or something of the sort, and see how you do. We haven't a security issue as such, but probably a cvv issue or something. I TOTALLY disagree. In business you always need a saftey margin. OK yes 5 days should be enough for most people, but not everyone.

What happens in situations when a Card is stolen? What happens if there is an ORBIT error as I have found just now? I mean just 1 or 2 stuff ups (not my fault or the customers fault) and suddenly you are at the end of 5 days. I have tried to enter a new Credit Card into Orbit - when I checked it yesterday it was entered correctly. Now today I find the old Card back in my Orbit again and of course it failed again. The accounting person says "sorry we still can't charge" - yea because its the wrong card again. Do you get my point - just one or 2 communication problems or as I am finding what seems to be a software bug in Orbit and 5 days is over already and you're stuffed!!

Its too tight - I never let things be this tight when I run my business. I guess I don't like tight situations.

I have been VERY happy with the planet and their services. I am an advocate for them and have passed on a number of clients to them - I am making them money. I just don't think their 5 day policy is right. If the industry standard is less than 5 days then the industry needs an overhaul.

[Hogie]

Its also 5 Business days, not 5 days...

[Altec]

Pick up da phone...esp for something as serious as this

[speedcore]

If this is getting you so sick with stress, why don't you just pickup the phone and call? Regardless of it being the middle of the night for you -- you're the one who picked a US hosting provider, so it's only logical that you should be able to accomodate US business hours. Having every department of a company staffed 24/7 is a huge drain that in some cases is without huge demand.

[bjdea1]

I wish I could but I can't just now - their accounting department hours are 8:30am - 5pm, they are closed now. In Australia thats' 11:30pm - 8am. I didn't think there was any problem since I thought I had entered a new Credit Card last night. They seem to have everything automated and they don't do manual charges. Their billing system tries 5 times and if it fails 5 times that's it. Now I have to wait until accounting is open again, then I need to check exactly which card the charge was attempted on, so I know if the new Card was tried or not and if its failng or not. Then another day passes and I will contact my Bank and get the funds transferred back to my old Credit Card and re-enter it into ORBIT, this will probably take another 2 days. That's putting it right on the 5 day limit. Its too tight, just one or 2 errors and you're breaking out in a sweat - especially for Overseas customers where there is a days lag (different time zones). I'm happy to pick up the phone, but back here in Australia when I do everything here in australia is closed and I have to wait until the next day until I can act.

Anyway I get the general point - quit complaining...blah blah.

To be honest making this post wasn't to have a discussion with other SM customers about this but instead bring it to SM attention. Also wouldn't we all prefer a 10 day policy over a 5 day? Why the heck would you all be trying to support a smaller 5 day policy. You're shooting yourselves in the foot a bit here. I would have thought people would be interested in seeing a policy change here?

[Humper92]

If your business is worth that much....WHY DONT YOU CALL THEM AFTER 11:30???? Thats not asking to much is it??

[bjdea1]

I am closing this post. I started it so I am now closng it.

I would have thought possibly getting 5 days extended to 10 days was in everyones interests? But instead you're focusing on you're dislike of a "complaining person". The post was intended for SM staff really, not everyone else to give advise etc. I am not stupid - I'll be doing everything I can to sort this problem out pronto, but my general point is, 5 days is cutting it fine, its too harsh - end of story.

[dcs]

I am closing this post. I started it so I am now closng it.  

I would have thought possibly getting 5 days extended to 10 days was in everyones interests? But instead you're focusing on you're dislike of a "complaining person". The post was intended for SM staff really, not everyone else to give advise etc.  I am not stupid - I'll be doing everything I can to sort this problem out pronto, but my general point is, 5 days is cutting it fine, its too harsh - end of story.

No mate, you're in the right here. If they are going to ALLOW foreign customers, they have to go some way to ACCOMMODATE foreign customers.

The main issue though is a 5 day window. And someone even said that's generous. BS!! TOTAL BS!!! My current provider gives me 21 days, and once I needed it because I took a vacation right on the month of my CC expiration. Even after they repeatedly emailed me, they didn't pull the plug. They actually gave me longer than 21 days, because they knew something must have been wrong and I was a loyal customer. I think 10 days is sufficient though. And I never go away without a laptop now Hey, they even kept supporting my customers!

It's funny, I've been on these boards for a few months now, slowly making a decision whether I should go with SM. And being in New Zealand, I share your concerns. Pride/arrogance comes before a fall! It doesn't just apply to individuals.

dcS

[wullie]

If your business is worth that much....WHY DONT YOU CALL THEM AFTER 11:30???? Thats not asking to much is it??

Why don't you read his post? That's not asking too much is it?

He clearly stated that he contacts the Planet and his bank is closed, he then contacts his bank the next day. He then has to wait until accounting are in again to repeat this cycle if there is another problem with this card.

Take into account that it can take 2 days to transfer funds to a CC (does here anyway) and 5 days is a rediculous amount of time to allow before disconnection.

I realise SM do this to make sure everyone keeps up to date with their charges, but when we are talking about a customer who has never had a problem before then they should give some leeway.

Also, for the others trying to shoot this idea down in flames. If you are happy with 5 days, why would it affect you if it was changed to 10 days?

This is a Suggestions/Comments forum, I think some of you need to try remembering that.

[eddy2099]

Talk to sales and accounting about your particular problems and show them that you have been doing your best on your end to resolve your problem and I am sure they would cut you some slack, at least that is what my experience is with them.

[Jeff]

If your business is worth that much....WHY DONT YOU CALL THEM AFTER 11:30???? Thats not asking to much is it??

Why don't you read his post? That's not asking too much is it?

He clearly stated that he contacts the Planet and his bank is closed, he then contacts his bank the next day. He then has to wait until accounting are in again to repeat this cycle if there is another problem with this card.

Take into account that it can take 2 days to transfer funds to a CC (does here anyway) and 5 days is a rediculous amount of time to allow before disconnection.

I realise SM do this to make sure everyone keeps up to date with their charges, but when we are talking about a customer who has never had a problem before then they should give some leeway.

Also, for the others trying to shoot this idea down in flames. If you are happy with 5 days, why would it affect you if it was changed to 10 days?

This is a Suggestions/Comments forum, I think some of you need to try remembering that.

Very well said.

I personally also think it would be in SM/the Planet's best interest to give a little bit more leeway to long term customers -- creating a hostile dissatisfied customer due to a billing error will likely cost them much more in the long run than keeping a couple long-term servers on for a few extra days while the customer is contacted or resolves whatever billing problem / confusion has occurred.

[Paul]

What happens in situations when a Card is stolen?

They just remind you that your server payments are due within 5 days or they'll be disconnected, then close your ticket. (that was my experience anyway)

[electron33]

I had credit card problem recently so I phoned SM Accounts and assued them that I'd do a wire transfer if my credit card was still declined. They gave me five working days (That was on Friday). I got on the phone with my bank, sorted out the problem, got back to SM and finally my credit card went through.

I guess 5 days migh sound a bit too tight, but if think about it this way:
If one of your servers was down for more than a few minutes due to some network issue, wouldn't you put everything down and phone SM hundred times until your server was back up?

There is a lot you can do in 5 working days, if paying up your bills is a top priority in your book.

[bjdea1]

Matter has been resolved, the 3rd attempt today went through ok, thank God. Planet staff were very good and I never had anything against The Planet, they've always been good, I just prefer less stress, a few more days would take away the worry.

After this I have learnt not to put all my eggs in one basket. Plus the thought of my Credit Card possibly being stolen (not that it would probably happen) .....but since SM/TP only accept Credit Cards it could get ugly. Looks like your Card better be working 100% of the time or you'll be in trouble. I'm looking for a backup local provider now, just for peace of mind.

[Paul]

if paying up your bills is a top priority in your book.

Giving companies money is never a top priority in my book

[electron33]

Giving companies money is never a top priority in my book

.. and pulling servers that are not paid for IS a top priority in SM's book