Ordered a dedicated. 17 days later NO server and Double Payment...and my $835 BILL!

RickSimp · July 1st, 2006, 5:21 PM

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

**Skipdawg** · July 1st, 2006, 5:39 PM

Oh man that is a mess. Looks like a major communication misunderstanding on Surpasses part for sure just don't see how. Looks rather simple to me to change the billing from card to paypal

But do note this being the weekend it may not be taken care of till Monday unless Kayla or Eman floats through and can help you out with it earlier but I'd say Monday will likely be the soonest.

Next reply to your ticket maybe point to this thread too maybe if all the information is seen in one place like this with your summery of events it will help them see what happened.

Also after it gets worked out maybe Surpass can make a note of a miss billing or something so that bank fee can be waved. I hate banks for that. Use a credit union and have a line of credit backing it just in cases.

But I am sure once the right folks with Surpass get on this you will be taken care of. I should sure hope so!

So try to have a good weekend and hope the wife calms down for a bit too.

**David** · July 1st, 2006, 5:48 PM

Plus the fact that it's a holiday weekend as well. And I'm not the David being referenced, by the way.

**Skipdawg** · July 1st, 2006, 5:58 PM

Quote:

Originally Posted by David

Plus the fact that it's a holiday weekend as well. And I'm not the David being referenced, by the way.

OH yea and I don't know about Surpass but some places are giving folk Monday off for an extended weekend and others may be taking a vacation day to have that.

RickSimp · July 1st, 2006, 6:01 PM

Thanks for the replies thus far. I took a vacation day on Monday but I hope business is open on Monday for Surpass (NOT THAT I DONT WANT YOU GUYS to get off! hehe

) I just want some closure in this all.

**Skipdawg** · July 1st, 2006, 6:09 PM

I don't blame you I hate to have anything like that hanging over my head for hours on end much less for days or weeks. Ouch!

**Emmanuel** · July 2nd, 2006, 9:40 PM

hmmm I will research this in full, if you still haven't indeed received the server be sure you will be refunded and given a sincerely apology.

RickSimp · July 2nd, 2006, 9:43 PM

Thanks for the update Emanual. Please check the records. I hope we can solve this whole situation.
Cheers!

**Emmanuel** · July 2nd, 2006, 9:43 PM

RickSimp,

Also it would be very useful you actually post ticket #'s so we can check this out instead of us guessing who you might be

July 1st, 2006, 5:21 PM	#1 (permalink)
RickSimp Registered User Seasoned Poster Joined in Mar 2006 50 posts Gave thanks: 0 Thanked 2 times	Ordered a dedicated. 17 days later NO server and Double Payment...and my $835 BILL! 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

July 1st, 2006, 5:39 PM	#2 (permalink)
Skipdawg Insanely Super #1 Joined in Jul 2005 Lives in Northwest USA 4,154 posts Gave thanks: 39 Thanked 78 times	Oh man that is a mess. Looks like a major communication misunderstanding on Surpasses part for sure just don't see how. Looks rather simple to me to change the billing from card to paypal But do note this being the weekend it may not be taken care of till Monday unless Kayla or Eman floats through and can help you out with it earlier but I'd say Monday will likely be the soonest. Next reply to your ticket maybe point to this thread too maybe if all the information is seen in one place like this with your summery of events it will help them see what happened. Also after it gets worked out maybe Surpass can make a note of a miss billing or something so that bank fee can be waved. I hate banks for that. Use a credit union and have a line of credit backing it just in cases. But I am sure once the right folks with Surpass get on this you will be taken care of. I should sure hope so! So try to have a good weekend and hope the wife calms down for a bit too. __________________

July 1st, 2006, 5:48 PM	#3 (permalink)
David says GIMME SOME MORE! Resident. Joined in Mar 2004 Lives in fear of Obama. Hosted on Pass 7 13,092 posts Gave thanks: 8 Thanked 34 times	Plus the fact that it's a holiday weekend as well. And I'm not the David being referenced, by the way. __________________

July 1st, 2006, 6:09 PM	#6 (permalink)
Skipdawg Insanely Super #1 Joined in Jul 2005 Lives in Northwest USA 4,154 posts Gave thanks: 39 Thanked 78 times	I don't blame you I hate to have anything like that hanging over my head for hours on end much less for days or weeks. Ouch! __________________

July 2nd, 2006, 9:40 PM	#7 (permalink)
Emmanuel CTO, Surpass Hosting Super #1 Joined in Apr 2003 Lives in Florida 1,823 posts Gave thanks: 10 Thanked 134 times	hmmm I will research this in full, if you still haven't indeed received the server be sure you will be refunded and given a sincerely apology. __________________ Emmanuel :: Surpass Hosting Network Admin http://www.SurpassHosting.com

July 1st, 2006, 6:01 PM	#5 (permalink)
RickSimp Registered User Seasoned Poster Joined in Mar 2006 50 posts Gave thanks: 0 Thanked 2 times	Thanks for the replies thus far. I took a vacation day on Monday but I hope business is open on Monday for Surpass (NOT THAT I DONT WANT YOU GUYS to get off! hehe ) I just want some closure in this all.

July 2nd, 2006, 9:43 PM	#8 (permalink)
RickSimp Registered User Seasoned Poster Joined in Mar 2006 50 posts Gave thanks: 0 Thanked 2 times	Thanks for the update Emanual. Please check the records. I hope we can solve this whole situation. Cheers!

July 2nd, 2006, 9:43 PM	#9 (permalink)
Emmanuel CTO, Surpass Hosting Super #1 Joined in Apr 2003 Lives in Florida 1,823 posts Gave thanks: 10 Thanked 134 times	RickSimp, Also it would be very useful you actually post ticket #'s so we can check this out instead of us guessing who you might be __________________ Emmanuel :: Surpass Hosting Network Admin http://www.SurpassHosting.com

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