Ticket Number: 6068832PLNT
I have been your customer for more than 5 years now. Recently one of my servers have been disconnected on day 5 of the 5th day grace period. I have always been making payments with my debit card and will always make my payment latest by the 5th day as stated on your email. Here is what your email look like:
Date: Thu, 1 Oct 2009 15:40:39 -0500
From: accounting@theplanet.com
Reply-To: accounting@theplanet.com
*** You are receiving this because you are a customer of The Planet. ***
Dear Valued Customer,
Your account with The Planet is delinquent at this time due to your credit
card declining. We must receive payment in full for your monthly
recurring charge by 10/02/09 or you will be subjected to Server Disconnections
.
Today is your 4 (Fourth) day of the 5 (Five) business days. We will continue to
try your credit card
each day until then. If you need to update your credit card information, please
use this link to log in to your Orbit 2.0 account:
https://orbit2.theplanet.com. Once logged in, click on Account Management, and
then click on Payment Method to update your credit card information.
Please Note: If the server(s) is disconnected for non-payment, there will be
$50.00 reconnect fee payable at the time of reconnection.
If your card continues to decline the charge and you have confirmed with
the credit card's issuing bank that the card will accept the charge, it is
possible that your card is declining due to security measures by your
credit card company. You may open a ticket to discuss payment issues. To open a
ticket, use the following link to access your Orbit 2.0 account:
https://orbit2.theplanet.com. Once in your Orbit 2.0 account, click on Tickets,
and then click on Add a Ticket.
When you call, it is important to have the invoice number you are calling about
ready to give to the Billing representative. You can retrieve the Invoice
number by logging in to your Orbit 2.0 account at https://orbit2.theplanet.com,
clicking on Account Management, and then clicking on Statements.
So from your email it is very clear that I should not be charged for $50 reconnection fee because I have made the payment by 2 Oct 2009 which is day 5 of 5. I tried to speak to your customer service officers they fail to assist me on the above.
Full Version: Payment made on day 5 of 5, but server disconnected and $50 fee required, daylight robbing
Am I missing something ? looks by the email that they said they where still TRYING to use the card and not that it went through.
I didnt say that it went through on 1 Oct. I just wanna point out that the email is misleading. From how I understand it, payment could still be made on day 5 of 5 which is 2 Oct. As I was using debit card, I have to fund my account each time I receive email reminders. I think I did as instructed to be making payment by the last day of grace period and I should not be charged a reconnection fee.
To make the e-mail more clear, I suppose, they could replace the word "by" with "no later than."
Or use "before" and give the date of the sixth day.
"By" is sometimes a confusing word to use in this context. I'm not an language expert though...
If I were to read that e-mail, I would have seen "by" and would assume it be disconnected on Oct. 2nd.
Why do you wait for the card to fail before you add money?
Your billing date will always be the same so add money to your account several days before your bill is due.
Would probably prevent headaches like this in the future.
Or use "before" and give the date of the sixth day.
"By" is sometimes a confusing word to use in this context. I'm not an language expert though...
If I were to read that e-mail, I would have seen "by" and would assume it be disconnected on Oct. 2nd.
Why do you wait for the card to fail before you add money?
Your billing date will always be the same so add money to your account several days before your bill is due.
Would probably prevent headaches like this in the future.
Had 3 tickets on this matter 6068832PLNT, 6069623PLNT, 6069624PLNT but it seems that TP refuses to listen to customer. This is seriously time for me to move my 4 accounts at TP to elsewhere. Really, TP is not the only player for dedicated servers.
__________________________________________________________
customer : Ticket Number: 6068832PLNT
customer : hello?
Sam Snelling : Yes I am here
Sam Snelling : one moment please
Sam Snelling : I see the ticket
customer : i do not think i should be paying the $50 connection fee
customer : i have made my payment by the 5th day on 2 Oct 2009
Sam Snelling : Ok let me speak with my supervisor on this matter to see what we
can do about the replug fee
Sam Snelling : Just a moment longer, she is making a decision on the matter
customer : im waiting...
Sam Snelling : I do see that the $50.00 replug fee has already been assessed
customer : i do not think i should be charged for it though
Sam Snelling : I understand
Sam Snelling : I will let know momentarily
Sam Snelling : Thank you for your patience
customer : am still waiting...
Sam Snelling : I understand and I do apologize. We are coming to a conclusion on
the matter
Supervisor : Greetings - I am the supervisor on duty. I'm reviewing your account
history right now.
Supervisor : Thank you for waiting so patiently.
customer : pls check, i have always been making payment by the 5th day
customer : even for the last payment
customer : my payment is thru debit card
customer : that means i always need to top up my account
Supervisor : I see that you made the payment on the fifth day, but after your
account was disconnected.
customer : it was stated on the email sent to me
customer : to be making payment by the 5th day
customer : i did
Supervisor : I think the misunderstanding is that your account is subject to
disconnection on the fifth day.
customer : i think u guys should review the email sent
Supervisor : That means once the fifth day arrives, your account is at risk for
disconnection.
Supervisor : I am reviewing the e-mail right now.
Supervisor : Please stand by for a few moments.
customer : if u read the email i received
customer : it is not very clear
customer : so i think u guys should change the template so that it is clear
customer : i followed watever has been stated on your email message
customer : i do not think i did anything wrong
customer : i did make the payment by the 5th day
Supervisor : I am reading the e-mail you received right now.
Supervisor : We advised you that we needed to receive payment by 10/02, not on
10/02.
customer : i did make payment by 2 Oct
customer : it was received by your company by around 8pm 2 Oct
Supervisor : You made payment on 2 Oct. Making the payment by 2 Oct would mean
you made it before 2 Oct.
Supervisor : The email also stated that if you were disconnected for
non-payment, there would be a $50.00 reconnection fee assessed to the account.
customer : i understand the email as making the payment latest by 2 Oct
customer : by 2 Oct means latest date by 2 Oct
customer : unless u state prior 2 Oct
customer : beside
customer : besides
customer : did u read that it says day 4 of 5?
customer : that means very clearly theres one more day for payment
customer : if your email states something like payment to be made prior 2 Oct
2009 and today is the last day of payment, then all these would not have
happened
customer : do u understand it from my point of view?
Supervisor : I'm sorry there was a misunderstanding. These notifications are
sent as a courtesy.
customer : this account is not credit card
customer : it is a debit card so i have been always making funds in my account
by day 5
Supervisor : In that same e-mail, we also said "You may open a ticket to
discuss payment issues" and we provided instructions for how to do so.
customer : look
customer : i didnt see the need to discuss payment issues becos i wanna followed
your instructions to make payment by day 5 of 5
customer : which is by 2 Oct 2009
customer : i always did
customer : since i did so
customer : why should i be paying for the $50?
Supervisor : It's a valid charge because your account was disconnected for
non-payment of your bill. You were five days past due.
Supervisor : The payment was due on September 28, 2009.
customer : as stated by your email
customer : i have 5 days to make the payment
customer : i think i should just leave
customer : i have 4 servers with the planet
customer : with 4 different account ids
customer : i have been your customer for more than 5 years
customer : if u guys sound like u wish to chase me away
customer : i will just go
Supervisor : You have a courtesy grace period once you are already past due.
Your due date is not five days past the invoice date, which is your bill date,
which is when your payment needs to be made.
Supervisor : I'm sorry to hear you wish to cancel.
customer : u are from billing department?
Supervisor : If you had any questions regarding your account, or when it would
be disconnected, there were instructions on how to open a ticket in that
courtesy e-mail.
Supervisor : I am a Revenue Services Supervisor, so yes I am in Billing.
customer : no listen, i think i have done my part to make payment on day 5 of 5
customer : is there a manager i could speak to?
customer : or a customer service?
customer : i would warn everybody to stay out of your company for sure
customer : your billing email is insane
Supervisor : In reviewing your payment history, I see that you have been late
paying your monthly bill in July, August, and September.
customer : i told u that i am using a debit card
customer : and so i have to top up my account at the bank
customer : according to your email
customer : i could make my payment BY DAY 5 of %
customer : 5
customer : which i did
customer : i have explained myself a lot of times
Supervisor : Is there a reason you didn't open a ticket (this is an option we
gave you in the email you cited) to discuss your payment? You could have let us
know you were having difficulty paying your bill on the due date (Sept 28) and
we could have considered an extension.
customer : SEE!!
customer : I HAVE MONEY TO PAY
customer : THERE IS NO DIFFICULTY IN MAKING PAYMENT
customer : I JUST NEED TO GET DOWN TO MY BANK TO TOP IT UP WITH MONEY
Supervisor : The payment was due on Monday, September 28.
Supervisor : I understand your frustration, but the $50 reconnection fee is
valid and will not be credited.
customer : I DO NOT SEE A NEED TO ASK FOR AN EXTENSION
customer : COS EVENTUALLY BY DAY 5 YOU GUYS RECEIVE MONEY
customer : LOOK AT YOUR EMAIL, IT SAYS DAY 5 OF 5
customer : like i said i would warn everybody from even coming to your company
customer : u are saying that if someone does not pay by the actual date they
will get their servers disconnected anytime
customer : i think there are better companies out there
customer : i am your customer since the ev1servers days
customer : your company is crap
customer : i will move myself away and file a charge back
customer : let the bank decide
customer : they have all copies of your errornous email template
customer : for sure this will be charged back to me
Supervisor : This is a valid charge. Your payment history for the past four
months has been late. I do understand that you are frustrated, however this is
a charge you owe, as you were disconnected for non-payment of your bill.
Supervisor : I'd be happy to discuss it with you further, but this reconnection
fee will not be waived.
customer : i made my payment by day 5 of 5
customer : if payment was made on day 6
customer : u guys could go ahead and charge me
customer : but the fact is i made the payment by day 5 PLUS $50 in extra
customer : i am gonna file a charge back with my mastercard
Supervisor : The $50 is not extra - it was a fee assessed because we reconnected
your account. You may review our Terms of Service, which state that any late
fees or reconnection fees will be invoiced and billed.
customer : by the way who is your manager?
Supervisor : I do not currently have a manager available, as it is a Saturday.
customer : is there a customer service officer?
Supervisor : Management is not staffed on Saturdays and Sundays.
Supervisor : My department handles customer service and billing issues.
customer : but it is badly handled
customer : u do not agree that theres something wrong with your email template
customer : i do not know why u guys want do business
Supervisor : You have contacted our Notify Management contacts several times,
and we have responded to each of your concerns. If you would like to discuss it
further, we can discuss it here or via telephone.
customer : u keep accusing me as if i do not like to pay for my servers
Supervisor : I assure you I am not finding any fault or accusing you in any
way.
customer : there is definitely fault
customer : We must receive payment in full for your monthly
recurring charge by 10/02/09 or you will be subjected to Server Disconnections
.
Today is your 4 (Fourth) day of the 5 (Five) business days. We will continue to
try your credit card
customer : u guys received it by 10/02/2009
customer : and i paid on day 5 of 5
customer : GET THE IDEA!!!!!!!!!!!!!!!!!!!!!!!!
Supervisor : Your monthly billing commitment is to pay your server bill on the
day it is due. We do understand that sometimes issues can happen, and that is
why we send out courtesy e-mails to let you know you are past due and need to
make arrangements to pay.
customer : that is not how i understand it
Supervisor : We try to give you as many options to take care of the payment as
we can, including opening a ticket to discuss the issue if there are special or
extenuating circumstances.
customer : i am using debit card and will need to top up my account each time i
received your email
customer : that is why your email message MUST BE CLEAR!!!
customer : i said again and again and again
customer : i do not see the need to open a discussion BECAUSE I WILL MAKE
PAYMENT BY DAY 5
customer : which I DID!!!!!!!!!!!!!!!!!!
Supervisor : I'm sorry for your frustration.
Supervisor : The $50 reconnection fee will not be credited or refunded. This
decision will not be reconsidered. Is there anything else I can assist you
with?
customer : yes of cos
customer : this issue is not settled
customer : Ticket Number: 6068832PLNT
customer : who is Dequincy M.
customer : why is he so rude??
customer : he has not answered my question
customer : there is no proper explaination
customer : u have to reopen that ticket
Supervisor : He is an employee in my department.
customer : i need proper explainations than just shutting me off completely
Supervisor : I will not re-open that ticket, as this decision is final.
__________________________________________________________
__________________________________________________________
customer : Ticket Number: 6068832PLNT
customer : hello?
Sam Snelling : Yes I am here
Sam Snelling : one moment please
Sam Snelling : I see the ticket
customer : i do not think i should be paying the $50 connection fee
customer : i have made my payment by the 5th day on 2 Oct 2009
Sam Snelling : Ok let me speak with my supervisor on this matter to see what we
can do about the replug fee
Sam Snelling : Just a moment longer, she is making a decision on the matter
customer : im waiting...
Sam Snelling : I do see that the $50.00 replug fee has already been assessed
customer : i do not think i should be charged for it though
Sam Snelling : I understand
Sam Snelling : I will let know momentarily
Sam Snelling : Thank you for your patience
customer : am still waiting...
Sam Snelling : I understand and I do apologize. We are coming to a conclusion on
the matter
Supervisor : Greetings - I am the supervisor on duty. I'm reviewing your account
history right now.
Supervisor : Thank you for waiting so patiently.
customer : pls check, i have always been making payment by the 5th day
customer : even for the last payment
customer : my payment is thru debit card
customer : that means i always need to top up my account
Supervisor : I see that you made the payment on the fifth day, but after your
account was disconnected.
customer : it was stated on the email sent to me
customer : to be making payment by the 5th day
customer : i did
Supervisor : I think the misunderstanding is that your account is subject to
disconnection on the fifth day.
customer : i think u guys should review the email sent
Supervisor : That means once the fifth day arrives, your account is at risk for
disconnection.
Supervisor : I am reviewing the e-mail right now.
Supervisor : Please stand by for a few moments.
customer : if u read the email i received
customer : it is not very clear
customer : so i think u guys should change the template so that it is clear
customer : i followed watever has been stated on your email message
customer : i do not think i did anything wrong
customer : i did make the payment by the 5th day
Supervisor : I am reading the e-mail you received right now.
Supervisor : We advised you that we needed to receive payment by 10/02, not on
10/02.
customer : i did make payment by 2 Oct
customer : it was received by your company by around 8pm 2 Oct
Supervisor : You made payment on 2 Oct. Making the payment by 2 Oct would mean
you made it before 2 Oct.
Supervisor : The email also stated that if you were disconnected for
non-payment, there would be a $50.00 reconnection fee assessed to the account.
customer : i understand the email as making the payment latest by 2 Oct
customer : by 2 Oct means latest date by 2 Oct
customer : unless u state prior 2 Oct
customer : beside
customer : besides
customer : did u read that it says day 4 of 5?
customer : that means very clearly theres one more day for payment
customer : if your email states something like payment to be made prior 2 Oct
2009 and today is the last day of payment, then all these would not have
happened
customer : do u understand it from my point of view?
Supervisor : I'm sorry there was a misunderstanding. These notifications are
sent as a courtesy.
customer : this account is not credit card
customer : it is a debit card so i have been always making funds in my account
by day 5
Supervisor : In that same e-mail, we also said "You may open a ticket to
discuss payment issues" and we provided instructions for how to do so.
customer : look
customer : i didnt see the need to discuss payment issues becos i wanna followed
your instructions to make payment by day 5 of 5
customer : which is by 2 Oct 2009
customer : i always did
customer : since i did so
customer : why should i be paying for the $50?
Supervisor : It's a valid charge because your account was disconnected for
non-payment of your bill. You were five days past due.
Supervisor : The payment was due on September 28, 2009.
customer : as stated by your email
customer : i have 5 days to make the payment
customer : i think i should just leave
customer : i have 4 servers with the planet
customer : with 4 different account ids
customer : i have been your customer for more than 5 years
customer : if u guys sound like u wish to chase me away
customer : i will just go
Supervisor : You have a courtesy grace period once you are already past due.
Your due date is not five days past the invoice date, which is your bill date,
which is when your payment needs to be made.
Supervisor : I'm sorry to hear you wish to cancel.
customer : u are from billing department?
Supervisor : If you had any questions regarding your account, or when it would
be disconnected, there were instructions on how to open a ticket in that
courtesy e-mail.
Supervisor : I am a Revenue Services Supervisor, so yes I am in Billing.
customer : no listen, i think i have done my part to make payment on day 5 of 5
customer : is there a manager i could speak to?
customer : or a customer service?
customer : i would warn everybody to stay out of your company for sure
customer : your billing email is insane
Supervisor : In reviewing your payment history, I see that you have been late
paying your monthly bill in July, August, and September.
customer : i told u that i am using a debit card
customer : and so i have to top up my account at the bank
customer : according to your email
customer : i could make my payment BY DAY 5 of %
customer : 5
customer : which i did
customer : i have explained myself a lot of times
Supervisor : Is there a reason you didn't open a ticket (this is an option we
gave you in the email you cited) to discuss your payment? You could have let us
know you were having difficulty paying your bill on the due date (Sept 28) and
we could have considered an extension.
customer : SEE!!
customer : I HAVE MONEY TO PAY
customer : THERE IS NO DIFFICULTY IN MAKING PAYMENT
customer : I JUST NEED TO GET DOWN TO MY BANK TO TOP IT UP WITH MONEY
Supervisor : The payment was due on Monday, September 28.
Supervisor : I understand your frustration, but the $50 reconnection fee is
valid and will not be credited.
customer : I DO NOT SEE A NEED TO ASK FOR AN EXTENSION
customer : COS EVENTUALLY BY DAY 5 YOU GUYS RECEIVE MONEY
customer : LOOK AT YOUR EMAIL, IT SAYS DAY 5 OF 5
customer : like i said i would warn everybody from even coming to your company
customer : u are saying that if someone does not pay by the actual date they
will get their servers disconnected anytime
customer : i think there are better companies out there
customer : i am your customer since the ev1servers days
customer : your company is crap
customer : i will move myself away and file a charge back
customer : let the bank decide
customer : they have all copies of your errornous email template
customer : for sure this will be charged back to me
Supervisor : This is a valid charge. Your payment history for the past four
months has been late. I do understand that you are frustrated, however this is
a charge you owe, as you were disconnected for non-payment of your bill.
Supervisor : I'd be happy to discuss it with you further, but this reconnection
fee will not be waived.
customer : i made my payment by day 5 of 5
customer : if payment was made on day 6
customer : u guys could go ahead and charge me
customer : but the fact is i made the payment by day 5 PLUS $50 in extra
customer : i am gonna file a charge back with my mastercard
Supervisor : The $50 is not extra - it was a fee assessed because we reconnected
your account. You may review our Terms of Service, which state that any late
fees or reconnection fees will be invoiced and billed.
customer : by the way who is your manager?
Supervisor : I do not currently have a manager available, as it is a Saturday.
customer : is there a customer service officer?
Supervisor : Management is not staffed on Saturdays and Sundays.
Supervisor : My department handles customer service and billing issues.
customer : but it is badly handled
customer : u do not agree that theres something wrong with your email template
customer : i do not know why u guys want do business
Supervisor : You have contacted our Notify Management contacts several times,
and we have responded to each of your concerns. If you would like to discuss it
further, we can discuss it here or via telephone.
customer : u keep accusing me as if i do not like to pay for my servers
Supervisor : I assure you I am not finding any fault or accusing you in any
way.
customer : there is definitely fault
customer : We must receive payment in full for your monthly
recurring charge by 10/02/09 or you will be subjected to Server Disconnections
.
Today is your 4 (Fourth) day of the 5 (Five) business days. We will continue to
try your credit card
customer : u guys received it by 10/02/2009
customer : and i paid on day 5 of 5
customer : GET THE IDEA!!!!!!!!!!!!!!!!!!!!!!!!
Supervisor : Your monthly billing commitment is to pay your server bill on the
day it is due. We do understand that sometimes issues can happen, and that is
why we send out courtesy e-mails to let you know you are past due and need to
make arrangements to pay.
customer : that is not how i understand it
Supervisor : We try to give you as many options to take care of the payment as
we can, including opening a ticket to discuss the issue if there are special or
extenuating circumstances.
customer : i am using debit card and will need to top up my account each time i
received your email
customer : that is why your email message MUST BE CLEAR!!!
customer : i said again and again and again
customer : i do not see the need to open a discussion BECAUSE I WILL MAKE
PAYMENT BY DAY 5
customer : which I DID!!!!!!!!!!!!!!!!!!
Supervisor : I'm sorry for your frustration.
Supervisor : The $50 reconnection fee will not be credited or refunded. This
decision will not be reconsidered. Is there anything else I can assist you
with?
customer : yes of cos
customer : this issue is not settled
customer : Ticket Number: 6068832PLNT
customer : who is Dequincy M.
customer : why is he so rude??
customer : he has not answered my question
customer : there is no proper explaination
customer : u have to reopen that ticket
Supervisor : He is an employee in my department.
customer : i need proper explainations than just shutting me off completely
Supervisor : I will not re-open that ticket, as this decision is final.
__________________________________________________________
QUOTE (ajz4221 @ Oct 4 2009, 02:19 AM) 
To make the e-mail more clear, I suppose, they could replace the word "by" with "no later than."
Or use "before" and give the date of the sixth day.
"By" is sometimes a confusing word to use in this context. I'm not an language expert though...
If I were to read that e-mail, I would have seen "by" and would assume it be disconnected on Oct. 2nd.
Why do you wait for the card to fail before you add money?
Your billing date will always be the same so add money to your account several days before your bill is due.
Would probably prevent headaches like this in the future.
Or use "before" and give the date of the sixth day.
"By" is sometimes a confusing word to use in this context. I'm not an language expert though...
If I were to read that e-mail, I would have seen "by" and would assume it be disconnected on Oct. 2nd.
Why do you wait for the card to fail before you add money?
Your billing date will always be the same so add money to your account several days before your bill is due.
Would probably prevent headaches like this in the future.
You see, since the email from TP stated very clearly to make payment by 2nd Oct and there is still one more day (from day 4 of 5) to make payment, I would just pay on day 5 as I am busy at work.
I have been making payments on day 5 for so long with no issues, I do not see why I should have my server disconnected so quick.
If the emails are made clearer, I would just abide to it.
Anyway as of now, I do think TP has a bunch of unreasonable billing personnels working for the company. I just need to look elsewhere since nobody wish to listen to me.
I don't want this to sound rude, as I do not intend for it to at all. I'm just curious.
But how come you just couldn't pay on the actual due date every month? Then you wouldn't ever have to worry about the servers being unplugged. By the way I see things, it would appear day five is the cutoff. And personally, I think TP is making the right call in this situation.
To me I think it is awesome that TP offers a grace period, as I am sure other companies would just cut a person off for being late, with no grace period involved what-so-ever.
I have never had to use it, but it's comforting to know that it's there if something should ever happen where I would need it.
But I digress.. What I guess I am saying is I've always been under the impression that the grace period is there as a courtesy for the occasional/rare instance - but not to be relied upon to extend your due date on a regular basis. It's cutting it really close.
But how come you just couldn't pay on the actual due date every month? Then you wouldn't ever have to worry about the servers being unplugged. By the way I see things, it would appear day five is the cutoff. And personally, I think TP is making the right call in this situation.
To me I think it is awesome that TP offers a grace period, as I am sure other companies would just cut a person off for being late, with no grace period involved what-so-ever.
I have never had to use it, but it's comforting to know that it's there if something should ever happen where I would need it.
But I digress.. What I guess I am saying is I've always been under the impression that the grace period is there as a courtesy for the occasional/rare instance - but not to be relied upon to extend your due date on a regular basis. It's cutting it really close.
I guess if there is no time specified, you have to assume it's the first minute of that day.
I can't imagine any serious hosting company not offering a grace period. Otherwise any billing mistake by the company would be catastrophic to their own reputation.
But I do question relying on it every month which means you now have no grace period if anything goes wrong since you're using it already -- why not top up the debit card 5 days before your bill due date and pay on the billing date?
QUOTE
To me I think it is awesome that TP offers a grace period, as I am sure other companies would just cut a person off for being late, with no grace period involved what-so-ever.
I can't imagine any serious hosting company not offering a grace period. Otherwise any billing mistake by the company would be catastrophic to their own reputation.
But I do question relying on it every month which means you now have no grace period if anything goes wrong since you're using it already -- why not top up the debit card 5 days before your bill due date and pay on the billing date?
I don't see how TP is at fault.
You say you have done this for a long time (waiting until 5 days after your bill is due) meaning you have been paying your bill late for a long time. I'm sure if you paid your bill on the due date (I assume 5 days prior to when you normally pay your bill) then you would have 4 or 5 days to fix any errors in billing.
Instead, you wait and then have no grace period to fix any billing errors and your server gets disconnected. Which it should.
You say you have done this for a long time (waiting until 5 days after your bill is due) meaning you have been paying your bill late for a long time. I'm sure if you paid your bill on the due date (I assume 5 days prior to when you normally pay your bill) then you would have 4 or 5 days to fix any errors in billing.
Instead, you wait and then have no grace period to fix any billing errors and your server gets disconnected. Which it should.
I hope everyone who contributes to this thread is looking to improve on the billing system here, instead of being too one-sided.
When a notice is sent out like this:
We must receive payment in full for your monthly
recurring charge by 10/02/09 or you will be subjected to Server Disconnections
.
Today is your 4 (Fourth) day of the 5 (Five) business days. We will continue to
try your credit card
each day until then.
I'm sure there will be people thinking that disconnection of server should happen from 10/03/09 00:00 onwards. The word 'by' is rather misleading. If TP would disconnect the server on 10/02/09 then they should be more specific in the notice. How about changing it to:
We must receive payment in full for your monthly
recurring charge by 10/02/09 at xx:xx am or you will be subjected to Server Disconnections
.
Today is your 4 (Fourth) day of the 5 (Five) business days. We will continue to
try your credit card
each day until then.
or
We must receive payment in full for your monthly
recurring charge before 10/02/09 or you will be subjected to Server Disconnections.
We will continue to try your credit card each day until 10/01/09.
Actually I didn't purposely make my payments on the 5th day all the time. I'm sure the TP guys could check out my records. For this payment, I did arrange to fund the account on the 3rd day but another account was withdrawing funds on the 4th day. Funds was arranged again on the 5th day since there's still time, at least from the email I know there's still time.
In my opinion, if TP refuses to change the email template and make it more specific, this will bring up other issues if other people are having problems with their Credit Cards. Simply because the word 'by' is misleading. And what is day 5 of 5 mean? To me it means day 6 is disconnection day.
When a notice is sent out like this:
We must receive payment in full for your monthly
recurring charge by 10/02/09 or you will be subjected to Server Disconnections
.
Today is your 4 (Fourth) day of the 5 (Five) business days. We will continue to
try your credit card
each day until then.
I'm sure there will be people thinking that disconnection of server should happen from 10/03/09 00:00 onwards. The word 'by' is rather misleading. If TP would disconnect the server on 10/02/09 then they should be more specific in the notice. How about changing it to:
We must receive payment in full for your monthly
recurring charge by 10/02/09 at xx:xx am or you will be subjected to Server Disconnections
.
Today is your 4 (Fourth) day of the 5 (Five) business days. We will continue to
try your credit card
each day until then.
or
We must receive payment in full for your monthly
recurring charge before 10/02/09 or you will be subjected to Server Disconnections.
We will continue to try your credit card each day until 10/01/09.
Actually I didn't purposely make my payments on the 5th day all the time. I'm sure the TP guys could check out my records. For this payment, I did arrange to fund the account on the 3rd day but another account was withdrawing funds on the 4th day. Funds was arranged again on the 5th day since there's still time, at least from the email I know there's still time.
In my opinion, if TP refuses to change the email template and make it more specific, this will bring up other issues if other people are having problems with their Credit Cards. Simply because the word 'by' is misleading. And what is day 5 of 5 mean? To me it means day 6 is disconnection day.
QUOTE
customer : it was received by your company by around 8pm 2 Oct
8pm? Doesnt that make the payment have been received AFTER normal business hours on the 5th day?
acider,
Can you forward the email, including headers, you recieved to tdurden ]at[ theplanet ]dot[ com and I'll get our billing management involved to see what the situation is.
Can you forward the email, including headers, you recieved to tdurden ]at[ theplanet ]dot[ com and I'll get our billing management involved to see what the situation is.
Email sent.
Acider,
I forwarded the email to our Billing Care Manager and the Revenue Services Director to review. They forwarded an email sent earlier today. Unfortunately, due to the fact that this issue has been realized in the past, in which a previous credit was made, and you were made aware of the cut-off date and time multiple times, they've decided to stay with the current decision of declining your most recent request.
Since their decision is authoritative and final, I'm unable to provide any more assistance. I apologize for the inconvenience this has caused you and your organization.
I forwarded the email to our Billing Care Manager and the Revenue Services Director to review. They forwarded an email sent earlier today. Unfortunately, due to the fact that this issue has been realized in the past, in which a previous credit was made, and you were made aware of the cut-off date and time multiple times, they've decided to stay with the current decision of declining your most recent request.
Since their decision is authoritative and final, I'm unable to provide any more assistance. I apologize for the inconvenience this has caused you and your organization.
QUOTE (Tomy Durden @ Oct 5 2009, 05:31 PM)
Acider,
I forwarded the email to our Billing Care Manager and the Revenue Services Director to review. They forwarded an email sent earlier today. Unfortunately, due to the fact that this issue has been realized in the past, in which a previous credit was made, and you were made aware of the cut-off date and time multiple times, they've decided to stay with the current decision of declining your most recent request.
Since their decision is authoritative and final, I'm unable to provide any more assistance. I apologize for the inconvenience this has caused you and your organization.
I forwarded the email to our Billing Care Manager and the Revenue Services Director to review. They forwarded an email sent earlier today. Unfortunately, due to the fact that this issue has been realized in the past, in which a previous credit was made, and you were made aware of the cut-off date and time multiple times, they've decided to stay with the current decision of declining your most recent request.
Since their decision is authoritative and final, I'm unable to provide any more assistance. I apologize for the inconvenience this has caused you and your organization.
Your payment is due on a particular day, you have 5 days after this as a grace period, but fact of the matter is, its still late every month.
I agree that the email is a little misleading, BUT you have a duty to pay your invoice on time.. On time being the date its due, not the day before they will cut you off...
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