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In the hopes of preventing the problems for others in the future, I would propose the following suggestions.
1) Make sure that your current billing system does not suffer the same problems your last one did.
2) Audit your billing system more often then once every 3 years.
3) Trying to charge late fees on your own billing errors is a mistake.
4) Make sure that your legal team reviews any templates you use for emails or letters to make sure there aren't any major mistakes that leave people under a false understanding. The legal equivalent of misrepresentation is fraud, and that's something no company wants to be known for.
5) Billing should stop once the account goes into default, no exceptions. There shouldn't be a 2-3 year time lag, as you let the charges compile. If people aren't paying for a service, few expect it to continue to charge, and have led to many of the complaints I've seen of your service from other users.
6) This suggestion doesn't apply to me, but I believe this is important. Make the option to auto-renew your services off by default. Make sure where you offer the option, that it is clear what the option entails, and that you can specify it for each individual package.
People don't want to feel like they have been scammed. Taking a few, simple, but very important steps can help prevent a good 30% of the reason why 1/2 of the off site reviews for this host are unfavorable.
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