Hello,
I first want to start off this with I'm a 3 month Surpass Hosting Client and actually have 2 Dedicated servers with Surpass that have been working GREAT. Up until this point, I've had no real major issues with Surpass until the dedicated server sale.
Now I'm not saying I want to leave or Surpass sucks etc etc because I think it's a great company and great prices. Here's my problem:
6/13/2006 - I ordered a dedicated server during the sale. I thought I could pay with a credit card but there was some type of faxing etc.
Keep in mind for my other 2 dedicated servers I paid with paypal.com. So after finding out there was this faxing process. I asked to just pay with paypal.com since I'm paying like that for the other 2 servers.
6/13/2006- After this email the transaction was suppose to voided as I got the email form David.
6/19/2006- I checked my bank account debit card and the
payment was sent in again! Yikes! I then received this message:
"As you can see the transaction from June 13, 2006 was voided out as you had requested and then the payment was reprocessed manually again on your end with the same credit card even though you stated you were wishing to pay via paypal instead.
Everything is paid up and up to date as of June 15, 2006 (The date I'm charged $83.00). Please confirm if this is how you wanted to complete payment in the end. Also please note that if you place a card on file, the system by default will bill all servers to that card automatically on the 1st of the month."
I made it very clear on 6/13/2006 that I wanted to pay with paypal and NOT with a credit card. Now, I'm still charged $83 VIA my card because it was processed already. I then email the helpdesk again stating I got charged and I want a refund so I can pay with paypal. Instead I get a note:
"Please fill out this form ONE TIME only needed to keep that card on file
http://www.surpasshosting.com/forms/dformsh.pdf"
This is the form needed to FAX IN, If I stated on 6/13/2006 that I wanted to pay with paypal, why on 6/19/2006 I'm still getting information about FAXING in for a credit card?
6/20/2006- I get an email stating "Just a courtesy follow up, did you receive Eman's last post below?" - This is a PERFECT example that Surpass Hosting team are GOOD PEOPLE. They actually do want to solve the problem but we at the same time I already am billed $83.00. I know it's a misunderstanding but at the same time I'm wondering why don't they just refund the card again if it was already refunded.
6/21/2006- I get this message from Surpass...
"If you plan to keep that credit card as an active card then you will need to fill out the form. This is
for your security. Imagine someone had your card and they set it as an active card for a recurring charge
you weren't aware of? If they don't submit the forms we don't accept the payments because there is a chance
that isn't really their card. This is the reason we require this, for your protection and security.
If you want to pay with paypal you can, but you will need to login and pay it each month, however you will need
to remove the active card from decc."
At this point, I'm wondering why are we still talking about processing my card and filling out the form when it's PRETTY CLEAR I don't want to pay with a credit card and I have stated on the 6/13/2006 to cancel the card and they did on the 6/15/2006 then recharged me. Clearly, you gave me a refund because I wanted to pay with paypal. Now on 6/21/2006 they are suggestion FAXING once again.
6/28/2006- One week later from 6/21/2006 I get another email after I mentioned I have still have been charged on 6/15/2006. Keep in mind I have NOT received ANY server information. So I've paid for a server I HAVENT even used! :
"The new server was already setup and activated last week. Your card was also charged in the
amount of $83.00 for pro-rated June 2006 payment
Transaction ID: 1123373976
There is no Past Due balance and no issues. The only pending thing left is
Please fill out this form ONE TIME only needed to keep that card on file
http://www.surpasshosting.com/forms/dformsh.pdf"
Now I'm basically screwed over for $83.00 and still didnt get a server and have this charge on my bank debit card.
6/28/2006- After telling Surpass to GIVE ME A CALL or a contact number so we can get things all setup I get this email:
"David had already done what you requested, but since you put an active card in the system it charged
it because you didn't process the paypal payment. Had you made the payment before when David did it
none of this would have happened. [Paypal Link]"
Not to be rude, but at this point I already had been charged and never got a refund. Now your saying it's my fault because I didn't want to pay again BEFORE getting a refund. So I'd have to pay $83.00 (Credit Card)+ $83.00 (Paypal) = $166 for a PRO RATED SERVER. Not crying or looking for helping hands but you have to factor in maybe I honestly DIDNT HAVE THE MONEY and needed the refund back to my bank account so I can send in the paypal payments.
6/30/2006- I paid using the link for paypal the other $83.00. I still havent gotten a refund to my bank account or SERVER INFORMATION and I'm out of $166 for a server I never used.... What am I to do?
7/1/2006 - This is where the SITUATION GETS OUT OF HAND!
So I send in a paypal payment for my MAIN Dedicated server ($115) and had to wait till this all got settled. At this point I've paid $163 and havent MADE money off the server. Used the server or even hosted anything or logged in the server. After my first 17 days of back and forth about a DEBIT card I want cancelled...Guess what? I got CHARGED not only for the SAME SERVER I PAID ($163.00) but SURPASS TOOK IT UPON THEMSELVES to charge me for my other dedicated ($329) and MY BANK ACCOUNT IS OVER DRAWN! Not only that I HAVE to pay rent and the reason I pay with paypal is because DIFFERENT servers get paid from different accounts and CREDIT CARDS not DEBIT CARDS! Now here I am with 2 bank fines of 39.99(EACH) for my OVER DRAWN ACCOUNT. I also have a rent check in the mail, that could bounce.
I'm not one to air my dirty laundry but this is TOO MUCH. Here's a summary of all my charges and cliff note of this post:
6/13/2006 - Ordered server with credit card. Had to fax in form. Cancelled order after emailing the helpdesk. So I could use paypal.
6/13/2005- The order is suppose to be cancelled.
6/15/2006- Got charged again fr the account. So I've paid. PAID: $83.00
6/30/2006 - PAID $83.00 for SAME SERVER using paypal!
7/1/2006 - Paid $115 VIA PAYPAL ( As I'm suppose to pay)
7/1/2006 (Morning) - Charged ($145) on my DEBIT CARD. The same card that was suppose to be cancelled and OUT of Surpass hands as of 6/13/2006.
7/1/2006 (Morning) - Charged ($329) on my DEBIT CARD. The same card that was suppose to be cancelled and OUT of Surpass hands as of 6/13/2006.
Total Charges to DATE: $83 (For a server I never used/touched or had login information too!)+ $83 (For a server I never used/touched or had login information too!)+ $40 (Bank over drawn) +$40 (Bank over drawn) + $115+ $145 + $329 = $835
I don't want to switch host and move files, build new servers etc. All I'm asking for is to PAY WITH PAYPAL from here on OUT and a REFUND of ($83 + $83 =$166) for a server I never used or had login information for. Also, some type of compensation for the $80.00 charged from my bank for screwing up my debit card/bank account. Along with Surpass TAKING off my credit card. Is this fair? Please help me. I'm tempted to call my bank but I don't want to have ALL my servers cancelled and websites go down. IE me losing files and MORE HEADACHES.
Admins, helpdesk, this is a BIG issue and I'm trying to make this as smooth as possible. Please advise. My wife yelling isn't helping either! (Damn joint account )
Thanks,
Confused Surpass Customer