Fire-Box.net

Ive had an Ongoing issue with the billing department at surpass. Something that started from a miniscule issue has now escalated into a full on snowballing problem.

The inital problem was of my own doing. I decided to close a paypal account for security reasons, and open a new one. I Opened a ticket with billing explained the problem, and waited, and waited and waited.

Four Days later, billing replied they asked me to provide the details of the sites on my old paypal account and so on.

Details were then supplied.

This time i waited about 3 days for a reply, which asked me to click a link and pay for my accounts, there were 2 links, one for each account i have with surpass.

So i clicked one link, and entered the information, set everything up, and all seemed fine, but just to be sure i didnt pay for my other accout.

Fast Forward to today, 3 days later, I have a new reply from surpass telling me BOTH accounts have been closed due to lack of payment. Now technically this could be pinned on me becuase they did say i have to forward them my subscription number. But why?

Surpass know ive payed, ive payed by paypal through a subscription they have set up and they have my money which THEY accepted.

The rest of the service, top marks, but the billing department is just chaos, its not the fault of the people who work in it or anything, its the process of billings, its completely screwed.

if anyone, can link me to another business, where you pay for something, then have to contact them and say "Hey ive paid, heres the subscription number provided by your company for the payement" (and it cant be for verification purposes)

Then i will retract this complaint.

Kayla

First, we are not interested in "pinning" blame on anyone. However, when an issue arises we are going to treat it technically; that much is correct. We do billing a certain way and not everyone is going to agree with it. That is understandable.

You were very concerned about getting replies from us and the timing of the replies, but when we needed one final reply from you, you didn't give us one.

Dozens of PayPal transactions are performed each day (most for the same amounts of money), and there are triple the amount of billing tickets. If you are opening a new PayPal account, how are we to know what details you have used to open the new account (name, email address, etc.)? It could be a completely different name and new information, we have no idea. The easiest way is to just supply us with the subscription number you get when you have paid. Then it would be all easily said and done.

1) No, you did not do that.
2) Yes, billing suspended your site due to not getting a reply.

The night this happened, you replied at that time and your site was put back online.

Within the coming months we are going to have a "self-serve" billing system, and issues like this are not going to come up, and billing itself will be an easier and faster process.

Issues like you have had are the driving force of this upgrade. It is understandable why they happen, but the truth is, they should not happen.

We thank you for your comments, I apologize that a bad moment brought you to our forum, when otherwise it could have been a positive testimonial on all levels.

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Fire-Box.net

You are correct and my issue is now resolved. it is a shame that my firest post had to be so negative. I beleive the main reason i was diheartned by the service form billing is becuase i have always had such an easy tiome from technical support. Ive ocntacted them on a few occasions, for various reasons on various accounts, and i always had a very fast response, telling me exactly where i stood, and outlining the steps that would follow to fix the problem.

I guess i just got used to the high level of service and as i did, so did my expectation of the service. Im pleased to hear about the self-service solution your are going to offer. I understand the process you use for billing will have been tailored by yourselves to suit your own individual needs. I also understand that staff will find it easy to use and that it will serve your needs.

To me looking in from the outisde it does seem a rather long winded task, then again i dont know the intricacies of the payement system or paypal.

Thanks for taking the time to reply to this thread and address my situation.

On a positive note however i would like to let people know that i have been with Surpass for 4-5 months now (possibly longer, im really not sure) and during my time with them ive experianced less than 20 mins downtime total. I do see a lot of replies complaining about downtime, but im yet to actually have any serious downtime issue or connectivity issues with the server im hosted on.

Kayla

Thank you for your comments. We are glad everything has worked out, and now we can use the experience to improve.

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