Please wait while we find an agent to assist you...
You have been connected to Kony S.
Kony S: Thank you for contacting The Planet Customer ServiceTeam! How may I assist you today?
Customer: hello Kony
Customer: ES-202597
Kony S: Hi sir, can you verify your password?
Customer: xxxxxxx
Customer: i found the new ccard
Customer: may i type it now?
Kony S: sure
Kony S: I will need your credit card number, type, and expiration date.
Kony S: What is the card holder name?
Customer: xxxxx xxxxxxxxxx
Kony S: thank you, do you mind holding for just a moment?
Customer: sure
Customer: Exp: XX/XX forgot
Kony S: Do you have the credit card number?
Customer: XXXX XXX XXXX
Kony S: thank you, one moment
Kony S: What is the CVV code?
Customer: 1 sec please
Kony S: Sir, unfortunately since this card is not the same as the account holder's name I will not be able to make the appropriate changes without Mr. XXXXX consent.
Customer: yeap you can call him up XXXXXXXXXX
Customer: please
Kony S: Sir, we will not call him, he needs to send a copy of his credit card and a letter authorizing charges.
Customer: cant do that
Customer: my servers are currently down
Customer: cant afford more time
Customer: i have given you different cards in the past
Customer: wihouth having to go tru this validation process
Customer: ccv XXXXX
Kony S: I am sorry sir, we cannot authorize this credit card.
Customer: can you pass me with someone who can help me then?
Kony S: It is not your credit card and we must have the card holder's persmission
Customer: that's why i'm telling you. call him up
Customer: he can confirm any data you need
Kony S: Im sorry sir, but unfortunately I cannot just call for authorization. How can we be sure we are speaking to the correct person?
Customer: but i need my servers up ASAP please
Customer: come on
Customer: who do you think i am .. a thief??
Kony S: We must received written authorization to complete your request.
Customer: call him... ask him for any info you need... this is BS... how many years with your company.. coming from EV1
Kony S: I understand that, and I am sorry for the inconvenience
Customer: no you dont
Customer: if you did understand you should not be wasting time and you should just have call him
Customer: are you gogint o help me or who should i call?
Customer: i apologize but i can not waste time
Kony S: You will actually need to have him send in documentation
Customer: i have used his card before
Kony S: we will not allow you to place another user's billing information on your account
Customer: i have used like 6 o r 7 cards before
Customer: look it up
Customer: if i were in the US i woulld walk to your office and validate anythig for you but I'm not
Kony S: Do you have a card in your name that can be used?
Customer: if my card does not go tru i rely on business partners to pay it for me and i wire money to them
Customer: this is unreal
Customer: why dont you check my ccard history so you can validate what i am telling you
Customer: in fact
Customer: the card right now on file is not even mine.. not under my name
Customer: is the company's card
Customer: listten... i have been paying thi servce for over 4 years
Customer: i'm getting tired of this conversation
Customer: can i speak to someone whi could help me?
Kony S: Sir, this is against company policy
Kony S: we need written permission to have Mr. XXXXXX' card placed on your account.
Customer: call him
Kony S: Sir, Do you have an alternate card we can use for payment?
Kony S: I do see that your account has been disconnected
Customer: Account Status: Disconnected
Customer: 5073367PLNT
Customer: can he call?
Kony S: No sir that is only verbal
Customer: this is ridiculuos
Kony S: that is only verbal verification
Customer: what do you need??
Customer: then
Kony S: We are trying to avoid fraudulent activity
Customer: yeah.. you should try that with thiefs lady
Kony S: please understand you would not want someone to have the liberty to enter your billing information in their account
Customer: i buy all the time from godaddy, ebay and thisi is the only place where i get this kind of treatment
Customer: even when i'm already a customer
Customer: very nice
Customer: so what do you need so he can send you over?
Kony S: I know that ebay would not allow billing information that does not match the user
Customer: yes it does
Customer: i have a paypal acct too
Kony S: With that said, will you be sending in a copy of Mr. XXXXX' billing information to us?
Customer: and tried to pay here but i guess it goes against your policy too
Customer: yes.. what do you need?
Customer: from him?
Kony S: We require documentation, that is what is not allowing payment to be completed.
Customer: hes waiting for your instructions on msn
Customer: hurry up please
Kony S: [15:42:17] Kony S: Sir, we will not call him, he needs to send a copy of his credit card and a letter authorizing charges
Kony S: Our fax number is 281-714-4800
Customer: what does the letter needs to say?
Customer: addressed to whom?
Kony S: you are also welcome to send attach this information to an email and forward it onto our Billing care dept. to customerservice@theplanet.com
Kony S: ATTN: Billing Care
Customer: i will make sure this issue gets posted on forums
Customer: thanks
Kony S: your welcome
Kony S: Is there anything further I can assist you with?
Kony S: thank you for your cooperation
Customer: yeah right
Kony S: Please understand that if for some reason, Mr. XXXX disputes these charges and we receive notice that payment has been blocked, your account would be closed due to fraud.
Kony S: We takes these measures to protect your account.
Customer: yes but please understan your measures are causing me to loose $$$$
Customer: and i'm already a client
Customer: isnot like i'm going to buy somethng new
Kony S: Are you able to pay with a prepaid credit card? Or add funds to your own credit card ?
Customer: if you read the support tickets as I think you shoud you will find the answer to your question
Kony S: Ok sir, we will wait for your documentation
Customer: ok
Kony S: Is there anything further I can assist you with?
Customer: yes.. once you get the documentation please process it
Customer: or help me with the process
Customer: thanks
Kony S: your welcome sir
Kony S: Thank you for choosing The Planet! Have a great day!
Customer: not sure about that.. u2
Kony S: Goodbye sir have a nice day
Customer: I need the exact amount and invoice #/statement # etc.
Kony S: CTR000555347 totalling $461.00
Customer: please add re-plug fee
Kony S: That will be charged after we collect the account balance
Customer: yes howmuch?
Kony S: $50.00
Customer: thank you
Full Version: EXTREMELY HAPPY WITH THEPLANET
These measures are in place to protect you, other customers, and even people who are not customers. I wouldn't want someone using my credit card numbers.
I'd personally prefer that if an agent, of any company, saw a difference between the indicated communicator and the card that they'd refuse to run it. Unless the agent had the number tied to the credit card, through the issuing bank, I would expect them not to call a number, which has the potential to be setup for fraudulent purposes.
I understand that this has a large business impact for your organization and I apologize for the inconvenience, but the policies are in place to protect you, other customers, people who are not customers, and ourselves. If you need assistance with getting the requested documents to the billing team, please let me know.
I'd personally prefer that if an agent, of any company, saw a difference between the indicated communicator and the card that they'd refuse to run it. Unless the agent had the number tied to the credit card, through the issuing bank, I would expect them not to call a number, which has the potential to be setup for fraudulent purposes.
I understand that this has a large business impact for your organization and I apologize for the inconvenience, but the policies are in place to protect you, other customers, people who are not customers, and ourselves. If you need assistance with getting the requested documents to the billing team, please let me know.
I agree that this situation is probably very frustrating for you, but the billing policies are in place for several reasons (as Tomy mentioned). Throughout the conversation, Kony was very respectful and consistent with her message, and she communicated exactly what needs to be done to process the payment necessary to reconnect the servers. While your request may be entirely legitimate, our fraud screening process is not intended to be an arbitrary road block in maintaining your account.
I understand that this is your first post on the forum, so I'd like to welcome you to the community. You've got access to many of The Planet's employees here, and we're all available to help you in any way we can. If we can't get your expected result immediately, we'll be able to provide additional detail for the cause of the delay or reasoning behind the decisions being made on our side.
I understand that this is your first post on the forum, so I'd like to welcome you to the community. You've got access to many of The Planet's employees here, and we're all available to help you in any way we can. If we can't get your expected result immediately, we'll be able to provide additional detail for the cause of the delay or reasoning behind the decisions being made on our side.
thank you Kevin.. although I created a forum account recently ''cause I forgot the one i created back in 1999/2000' when i 1st got a server at EV1.
I have only created posts for technical issues but I felt I needed to post this ticket since I believe now that the level of customer support Theplanet offers nowadays is not as high as it used to be.
I feel somwhat chained to you guys since I honestly haven't found anything better cause I have had servers with other companies which i'm not going to mention... in overall:
tech support = awesome
customer support = POOR
billing support = POOR
What you get for your money in terms of HW = excellent
I have only created posts for technical issues but I felt I needed to post this ticket since I believe now that the level of customer support Theplanet offers nowadays is not as high as it used to be.
I feel somwhat chained to you guys since I honestly haven't found anything better cause I have had servers with other companies which i'm not going to mention... in overall:
tech support = awesome
customer support = POOR
billing support = POOR
What you get for your money in terms of HW = excellent
QUOTE (Kevin Hazard @ Sep 3 2008, 05:09 PM) 
I agree that this situation is probably very frustrating for you, but the billing policies are in place for several reasons (as Tomy mentioned). Throughout the conversation, Kony was very respectful and consistent with her message, and she communicated exactly what needs to be done to process the payment necessary to reconnect the servers. While your request may be entirely legitimate, our fraud screening process is not intended to be an arbitrary road block in maintaining your account.
I understand that this is your first post on the forum, so I'd like to welcome you to the community. You've got access to many of The Planet's employees here, and we're all available to help you in any way we can. If we can't get your expected result immediately, we'll be able to provide additional detail for the cause of the delay or reasoning behind the decisions being made on our side.
I understand that this is your first post on the forum, so I'd like to welcome you to the community. You've got access to many of The Planet's employees here, and we're all available to help you in any way we can. If we can't get your expected result immediately, we'll be able to provide additional detail for the cause of the delay or reasoning behind the decisions being made on our side.
Part II.
Please wait while we find an agent to assist you...
You have been connected to Alex Q..
Alex Q.: Hello, Thank you for contacting The Planet Customer Service! My name is Alex. How may I assist you today?
Alex Q.: What is your login/account number and the last 4 of your password, so that I may further assist you?
Customer: Hello Alex
Customer: ES-202597
Customer: XXXX
Alex Q.: Thank you for being so patient.
Alex Q.: How may I Assist you today?
Customer: I have requested a charge on somebody elses ccard
Customer: and he has sent the approval doc via email
Customer: can you please help?
Alex Q.: One moment please.
Alex Q.: I am not showing that information in our e-mail.
Alex Q.: Can you tell him to resend it if he has not sent it in yet?
Customer: he sent it to customerservice@theplanet.com
Customer: at 5:49 EST 9/03/08
Customer: Email titled Charge authorization for invoice CTR000555347
Alex Q.: Can you tell me the name of the person on the credit card?
Customer: XXXXX XXXX
Alex Q.: You need to fax( 281-714-4800) in written permission from your friend allowing us to use a written statement that will authorize us to charge that card.
Customer: come on
Customer: Ms.. Lady said athat wth an email
Customer: i need those servers to be online
Customer: asap
Customer: Kony
Alex Q.: I do apologize. One moment please while I update the account.
Alex Q.: We just recieved the e-mail.
Customer: thank you
Alex Q.: I do apologize,
Alex Q.: Failed to edit payment method! Auth or Score Failed
Authorized? false, Fraud score satisfactory? false, Fraud score: null
Alex Q.: Is there anything further I can assist you with?
Customer: ?
Customer: i didn't understand
Alex Q.: Do you have another credit card on file?
Customer: what do you mean?
Customer: I have sent you the new credit card number
Alex Q.: Yes,
Alex Q.: And that new number also declined.
Customer: why??
Alex Q.: Now, do you have another credit card number?
Alex Q.: Something is not matching up right.
Alex Q.: I would check with the bank.
Customer: ok... patience and respect
Customer: i must keep it cool
Alex Q.: I do apologize and I am sorry for your situation.
Alex Q.: Would you like for me to see if we can try to extend your extention?
Customer: i already tried that
Customer: didnt help
Customer: I even created a ticket
Customer: it didnt help
Customer: 5073367PLNT
Customer: if you can help me extend it please.. i will apreciate it a lot
Alex Q.: Let me see real quick, I am still trying to talk with accounting about this issue.
Alex Q.: When will you have the money on your credit card on file?
Alex Q.: Or when will you think the account will be paid?
Customer: after this friday i was toold
Customer: i already sent money to my friend to pay the ammount
Customer: but you are tellinme the card is fraud?
Alex Q.: No I am telling you that the card will not update cause it could be fraud.
Alex Q.: It does not read that informaiton.
Customer: so what i do then?
Customer: can you try again or wereyou able to speak with the bank?
Alex Q.: No, the client's card has to speak with the Bank. I am trying to talk to accounting management to see what we can do but at this point it looks like it is too far in due to your billing date being on the 15th and we are not sure how much longer you have before you are reclaimed.
Customer: thiis wrong
Alex Q.: One moment please Accounting manager is over looking the dates and still researching this matter.
Alex Q.: Ok, this is from management, "we can make sure he doesn't get reclaimed"
Customer: yes
Alex Q.: But that is it though.
Customer: ok
Alex Q.: One moment please.
Alex Q.: ok accounting managers said by 2pm friday if he doesn't pay he'll be reclaimed
Customer: sure
Customer: ok
Customer: thanks
Alex Q.: So make sure it is paid otherwise you will be reclimed by Friday at 2pm
Alex Q.: Great!
Alex Q.: Is there anything further I can assist you with?
Customer: i'll take the risk .. thanks alex.. but are they going to be down still?
Alex Q.: Yes.
Alex Q.: They will still be down.
Customer: when you spoke to the bank.. what di dthe say>
Alex Q.: No, We are not allow to speak with the bank.
Alex Q.: The client has to contact the bank
Alex Q.: Is there anything further I can assist you with?
Customer: it is a discover card
Alex Q.: Yes.
Alex Q.: Is there anything further I can assist you with?
Customer: my friend is telling me atht if he needs to contact the disver card?
Customer: it is not bank
Alex Q.: .yes he does.
Customer: 1 sec please
Customer: where does he need to call?
Alex Q.: That will be something he will need to talk to his bank about.
Alex Q.: I do not know the reason on why it is not updating but it looks like it will not allow him to use that credit card,
Alex Q.: Is there anything further I can assist you with?
Customer: discover is not a bank
Customer: he's telling me that where does he need to call?
Alex Q.: No, he needs to contact his bank about the discovery credit card.
Alex Q.: His bank!
Alex Q.: Due to inactivity for the last 2 minutes,this chat will be discontinued. Please feel free to contact us again in live chat or by telephone at 1-866-325-0045.
Thank you for choosing The Planet and have a great day!
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.
Customer: man... i'm still here.. ????
Please wait while we find an agent to assist you...
You have been connected to Alex Q..
Alex Q.: Hello, Thank you for contacting The Planet Customer Service! My name is Alex. How may I assist you today?
Alex Q.: What is your login/account number and the last 4 of your password, so that I may further assist you?
Customer: Hello Alex
Customer: ES-202597
Customer: XXXX
Alex Q.: Thank you for being so patient.
Alex Q.: How may I Assist you today?
Customer: I have requested a charge on somebody elses ccard
Customer: and he has sent the approval doc via email
Customer: can you please help?
Alex Q.: One moment please.
Alex Q.: I am not showing that information in our e-mail.
Alex Q.: Can you tell him to resend it if he has not sent it in yet?
Customer: he sent it to customerservice@theplanet.com
Customer: at 5:49 EST 9/03/08
Customer: Email titled Charge authorization for invoice CTR000555347
Alex Q.: Can you tell me the name of the person on the credit card?
Customer: XXXXX XXXX
Alex Q.: You need to fax( 281-714-4800) in written permission from your friend allowing us to use a written statement that will authorize us to charge that card.
Customer: come on
Customer: Ms.. Lady said athat wth an email
Customer: i need those servers to be online
Customer: asap
Customer: Kony
Alex Q.: I do apologize. One moment please while I update the account.
Alex Q.: We just recieved the e-mail.
Customer: thank you
Alex Q.: I do apologize,
Alex Q.: Failed to edit payment method! Auth or Score Failed
Authorized? false, Fraud score satisfactory? false, Fraud score: null
Alex Q.: Is there anything further I can assist you with?
Customer: ?
Customer: i didn't understand
Alex Q.: Do you have another credit card on file?
Customer: what do you mean?
Customer: I have sent you the new credit card number
Alex Q.: Yes,
Alex Q.: And that new number also declined.
Customer: why??
Alex Q.: Now, do you have another credit card number?
Alex Q.: Something is not matching up right.
Alex Q.: I would check with the bank.
Customer: ok... patience and respect
Customer: i must keep it cool
Alex Q.: I do apologize and I am sorry for your situation.
Alex Q.: Would you like for me to see if we can try to extend your extention?
Customer: i already tried that
Customer: didnt help
Customer: I even created a ticket
Customer: it didnt help
Customer: 5073367PLNT
Customer: if you can help me extend it please.. i will apreciate it a lot
Alex Q.: Let me see real quick, I am still trying to talk with accounting about this issue.
Alex Q.: When will you have the money on your credit card on file?
Alex Q.: Or when will you think the account will be paid?
Customer: after this friday i was toold
Customer: i already sent money to my friend to pay the ammount
Customer: but you are tellinme the card is fraud?
Alex Q.: No I am telling you that the card will not update cause it could be fraud.
Alex Q.: It does not read that informaiton.
Customer: so what i do then?
Customer: can you try again or wereyou able to speak with the bank?
Alex Q.: No, the client's card has to speak with the Bank. I am trying to talk to accounting management to see what we can do but at this point it looks like it is too far in due to your billing date being on the 15th and we are not sure how much longer you have before you are reclaimed.
Customer: thiis wrong
Alex Q.: One moment please Accounting manager is over looking the dates and still researching this matter.
Alex Q.: Ok, this is from management, "we can make sure he doesn't get reclaimed"
Customer: yes
Alex Q.: But that is it though.
Customer: ok
Alex Q.: One moment please.
Alex Q.: ok accounting managers said by 2pm friday if he doesn't pay he'll be reclaimed
Customer: sure
Customer: ok
Customer: thanks
Alex Q.: So make sure it is paid otherwise you will be reclimed by Friday at 2pm
Alex Q.: Great!
Alex Q.: Is there anything further I can assist you with?
Customer: i'll take the risk .. thanks alex.. but are they going to be down still?
Alex Q.: Yes.
Alex Q.: They will still be down.
Customer: when you spoke to the bank.. what di dthe say>
Alex Q.: No, We are not allow to speak with the bank.
Alex Q.: The client has to contact the bank
Alex Q.: Is there anything further I can assist you with?
Customer: it is a discover card
Alex Q.: Yes.
Alex Q.: Is there anything further I can assist you with?
Customer: my friend is telling me atht if he needs to contact the disver card?
Customer: it is not bank
Alex Q.: .yes he does.
Customer: 1 sec please
Customer: where does he need to call?
Alex Q.: That will be something he will need to talk to his bank about.
Alex Q.: I do not know the reason on why it is not updating but it looks like it will not allow him to use that credit card,
Alex Q.: Is there anything further I can assist you with?
Customer: discover is not a bank
Customer: he's telling me that where does he need to call?
Alex Q.: No, he needs to contact his bank about the discovery credit card.
Alex Q.: His bank!
Alex Q.: Due to inactivity for the last 2 minutes,this chat will be discontinued. Please feel free to contact us again in live chat or by telephone at 1-866-325-0045.
Thank you for choosing The Planet and have a great day!
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.
Customer: man... i'm still here.. ????
Part III
Please wait while we find an agent to assist you...
You have been connected to Jennifer G..
Jennifer G.: Thank you for contacting The Planet, May I please have your account ID and the last four characters of your password.
Jennifer G.: May I please have your name.
Customer: Hello Jennifer
Jennifer G.: Hello
Customer: ES-202597
Jennifer G.: May I please have your account id and password.
Customer: xxxx
Customer: I have a used another person ccard to make a paymnt i owe for 461
Customer: he has sent the requiered approval/validation dcouments
Customer: via email
Customer: the customer Rep. by the name of Alex which tried to help me earlier with processing the payment DID NOT ENTER THE INFORMATION CORRECTLY
Customer: he entered the wrong CCV wich was not the one that it was sent to theplanet
Customer: Coul di please ask you to process the payment one more time?
Jennifer G.: One moment.
Jennifer G.: In order to process this information we will need for you to fax in the information and copy of the id and credit card to preform the change.
Customer: Jennifer he already sent it via email
Customer: as Kony requested
Jennifer G.: But each one time use has to still be verifired.
Customer: yes he sent it at 5:49 EST 9/03/08
Jennifer G.: ONE MOMENT WHILE i CHECK PLEASE.
Customer: ok
Jennifer G.: We have not yet recieved the information untill we recieve it then we will be able to up dated the account.
Customer: Jennifer
Customer: I have waited 24 hours now
Customer: with servers offline
Customer: My friend have sent the verificaction document/letter you requested
Customer: I need to make that payment
Customer: Can you please help me?
Jennifer G.: One moment please.
Customer: he sent it to customerservice@theplanet.com at 5:49 EST 9/03/08
Customer: under the name of xxxx xxxxx
Customer: Title: Charge authorization for invoice CTR000555347
Jennifer G.: Thank you for patiently waiting we have reccieved the letter but as it states we still need the copy of the id and credit card for your friend.
Customer: jennifer
Customer: you should have given me that info earlier
Customer: he has gone home for the day
Customer: why did Mr. Alex process the payment then?
Customer: he did not ask me for anymore validations
Customer: i have also used cards in the past and didnt have to go tru all thise
Customer: this
Jennifer G.: When you were in a chat with Konny she told you what you would need to complete the billing process.
Customer: Kony S: [15:42:17] Kony S: Sir, we will not call him, he needs to send a copy of his credit card and a letter authorizing charges
Kony S: Our fax number is 281-714-4800
Customer: what does the letter needs to say?
Customer: addressed to whom?
Kony S: you are also welcome to send attach this information to an email and forward it onto our Billing care dept. to customerservice@theplanet.com
Customer: he already did
Customer: by email
Jennifer G.: Kony S: Sir, we will not call him, he needs to send a copy of his credit card and a
letter authorizing charges
Customer: Kony S: you are also welcome to send attach this information to an email and forward it onto our Billing care dept. to customerservice@theplanet.com
Customer: could i speak to Mr. Alex again please?
Jennifer G.: In order to process this we havee to have the credit card and id.
Jennifer G.: He is no longer here for the day.
Customer: so what i do now??
Customer: Can i speak to a supervisor please?
Customer: can you please provide me with a phone # as well
Jennifer McMillin: Hi, I am the supervisor on duty currently.
Customer: so please help me
Customer: i cant go offline for another 12 hours
Jennifer McMillin: We have received the letter authorizing the charges, but we must also receive a copy of the credit card
Customer: is it ok if i send it via email?
Customer: or do you need it by fax?
Jennifer McMillin: As long as we are able to read it, an image via e-mail will work just fine.
Customer: please hold.. i will call him up
Jennifer McMillin: Certainly.
Customer: no answer yet
Jennifer McMillin: I will be in the office until 12am this evening, you may certainly contact us by telephone or by chat later in the evening. I will still be on duty. Would you like to do this?
Customer: yes.. please give me your phone #
Jennifer McMillin: My direct line is 281-XXX-XXXX
Customer: I just want to make sure of something... once i send you that info and you can process the payment
Customer: i do not wish to have to wait for accounting to review it till tomorrow
Customer: is that something posible>
Customer: ?
Jennifer McMillin: As long as we have received a copy of the card that we can read as well as the written statement (which we have received) we can update your information.
Jennifer McMillin: In other words yes, it is possible.
Please wait while we find an agent to assist you...
You have been connected to Jennifer G..
Jennifer G.: Thank you for contacting The Planet, May I please have your account ID and the last four characters of your password.
Jennifer G.: May I please have your name.
Customer: Hello Jennifer
Jennifer G.: Hello
Customer: ES-202597
Jennifer G.: May I please have your account id and password.
Customer: xxxx
Customer: I have a used another person ccard to make a paymnt i owe for 461
Customer: he has sent the requiered approval/validation dcouments
Customer: via email
Customer: the customer Rep. by the name of Alex which tried to help me earlier with processing the payment DID NOT ENTER THE INFORMATION CORRECTLY
Customer: he entered the wrong CCV wich was not the one that it was sent to theplanet
Customer: Coul di please ask you to process the payment one more time?
Jennifer G.: One moment.
Jennifer G.: In order to process this information we will need for you to fax in the information and copy of the id and credit card to preform the change.
Customer: Jennifer he already sent it via email
Customer: as Kony requested
Jennifer G.: But each one time use has to still be verifired.
Customer: yes he sent it at 5:49 EST 9/03/08
Jennifer G.: ONE MOMENT WHILE i CHECK PLEASE.
Customer: ok
Jennifer G.: We have not yet recieved the information untill we recieve it then we will be able to up dated the account.
Customer: Jennifer
Customer: I have waited 24 hours now
Customer: with servers offline
Customer: My friend have sent the verificaction document/letter you requested
Customer: I need to make that payment
Customer: Can you please help me?
Jennifer G.: One moment please.
Customer: he sent it to customerservice@theplanet.com at 5:49 EST 9/03/08
Customer: under the name of xxxx xxxxx
Customer: Title: Charge authorization for invoice CTR000555347
Jennifer G.: Thank you for patiently waiting we have reccieved the letter but as it states we still need the copy of the id and credit card for your friend.
Customer: jennifer
Customer: you should have given me that info earlier
Customer: he has gone home for the day
Customer: why did Mr. Alex process the payment then?
Customer: he did not ask me for anymore validations
Customer: i have also used cards in the past and didnt have to go tru all thise
Customer: this
Jennifer G.: When you were in a chat with Konny she told you what you would need to complete the billing process.
Customer: Kony S: [15:42:17] Kony S: Sir, we will not call him, he needs to send a copy of his credit card and a letter authorizing charges
Kony S: Our fax number is 281-714-4800
Customer: what does the letter needs to say?
Customer: addressed to whom?
Kony S: you are also welcome to send attach this information to an email and forward it onto our Billing care dept. to customerservice@theplanet.com
Customer: he already did
Customer: by email
Jennifer G.: Kony S: Sir, we will not call him, he needs to send a copy of his credit card and a
letter authorizing charges
Customer: Kony S: you are also welcome to send attach this information to an email and forward it onto our Billing care dept. to customerservice@theplanet.com
Customer: could i speak to Mr. Alex again please?
Jennifer G.: In order to process this we havee to have the credit card and id.
Jennifer G.: He is no longer here for the day.
Customer: so what i do now??
Customer: Can i speak to a supervisor please?
Customer: can you please provide me with a phone # as well
Jennifer McMillin: Hi, I am the supervisor on duty currently.
Customer: so please help me
Customer: i cant go offline for another 12 hours
Jennifer McMillin: We have received the letter authorizing the charges, but we must also receive a copy of the credit card
Customer: is it ok if i send it via email?
Customer: or do you need it by fax?
Jennifer McMillin: As long as we are able to read it, an image via e-mail will work just fine.
Customer: please hold.. i will call him up
Jennifer McMillin: Certainly.
Customer: no answer yet
Jennifer McMillin: I will be in the office until 12am this evening, you may certainly contact us by telephone or by chat later in the evening. I will still be on duty. Would you like to do this?
Customer: yes.. please give me your phone #
Jennifer McMillin: My direct line is 281-XXX-XXXX
Customer: I just want to make sure of something... once i send you that info and you can process the payment
Customer: i do not wish to have to wait for accounting to review it till tomorrow
Customer: is that something posible>
Customer: ?
Jennifer McMillin: As long as we have received a copy of the card that we can read as well as the written statement (which we have received) we can update your information.
Jennifer McMillin: In other words yes, it is possible.
There is no option to pay with your own credit card and then invoice or be reimbursed by the third party you are running the server for?
No... i currently have a problem with my bank (ccard issuer) and that is why i'm using my friends.
QUOTE (colnetwork @ Sep 3 2008, 04:39 PM)
Kony S: Hi sir, can you verify your password?
Customer: xxxxxxx
Customer: xxxxxxx
This is off topic but this was the first thing I noticed.
By password, do they mean the "secret word?"
I thought password verification was replaced with a key word.
Two more thoughts (since I'm just a customer and can't do much to help you other than brainstorm here)
1.) How about a conference call with you, the person with the credit card, and the planet to get it taken care of without the time lag/confusion
2.) Can you get get a new credit card faster than going this route? How about adding a debit card to an existing checking account? Or something like a paypal credit card where you're approved within a few minutes?
1.) How about a conference call with you, the person with the credit card, and the planet to get it taken care of without the time lag/confusion
2.) Can you get get a new credit card faster than going this route? How about adding a debit card to an existing checking account? Or something like a paypal credit card where you're approved within a few minutes?
colnetwork, I just sent a PM with a quick follow-up for you to confirm that everything has been straightened out and that I requested the reconnect fee be waived since you were unclear about what information was required and how we needed to receive that information. If you've still got any lingering questions or concerns, feel free to update this thread or send me a message and I'll do my best to address them.
Hi,
I was finally back online around midnght yesterday after a real nice customer rep by the name of Andrew helped me.
However, I had to go tru the following:
1) Placing tickets to accouting (sometimes they get red sometime they dont)
2) Hours of chating via live chat with a few different cust. reps
3) Letter authorizing the charges from ccard's holder (my friend)
4) Copy of the credit card from ccard's holder (my friend)
So in overall.. i wish i could easily use alternatives methods for payment such as paypal and also if one is a customer already the option of changing credit cards if I need to without having to go tru a verifiaction process needed when one first signs up with the plannet.
I'm now relaxed again and replug fee has been waived
-- thanks Kevin
I was finally back online around midnght yesterday after a real nice customer rep by the name of Andrew helped me.
However, I had to go tru the following:
1) Placing tickets to accouting (sometimes they get red sometime they dont)
2) Hours of chating via live chat with a few different cust. reps
3) Letter authorizing the charges from ccard's holder (my friend)
4) Copy of the credit card from ccard's holder (my friend)
So in overall.. i wish i could easily use alternatives methods for payment such as paypal and also if one is a customer already the option of changing credit cards if I need to without having to go tru a verifiaction process needed when one first signs up with the plannet.
I'm now relaxed again and replug fee has been waived
-- thanks KevinQUOTE (Jeff @ Sep 4 2008, 02:56 AM)
Two more thoughts (since I'm just a customer and can't do much to help you other than brainstorm here)
1.) How about a conference call with you, the person with the credit card, and the planet to get it taken care of without the time lag/confusion
2.) Can you get get a new credit card faster than going this route? How about adding a debit card to an existing checking account? Or something like a paypal credit card where you're approved within a few minutes?
1.) How about a conference call with you, the person with the credit card, and the planet to get it taken care of without the time lag/confusion
2.) Can you get get a new credit card faster than going this route? How about adding a debit card to an existing checking account? Or something like a paypal credit card where you're approved within a few minutes?
QUOTE (colnetwork @ Sep 3 2008, 01:39 PM)
...
I think ThePlanet's support staff bent over backwards to help you, and were unusually pleasant about it, too. There isn't an ethical company online that will allow you to use someone else's credit card for a purchase.
Count your blessings they did what they could to find a compromise.
QUOTE (Kevin Hazard @ Sep 4 2008, 06:20 AM)
colnetwork, I just sent a PM with a quick follow-up for you to confirm that everything has been straightened out and that I requested the reconnect fee be waived since you were unclear about what information was required and how we needed to receive that information. If you've still got any lingering questions or concerns, feel free to update this thread or send me a message and I'll do my best to address them.
Service above and beyond the call of duty, if you ask me
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