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  1. #1

    Thumbs down Great tech support, but the worst billing and CEO @ Superb Internet

    Hello folks,

    I've been dealing with a number of datacenters for about 13 years now. I resell, manage, build, and recommend where and what my clients needs, even if they are not my clients, I still help them out.

    Anyhow, over the past 7 years, I had finally found a great IT support team, that knew what they were doing, and admitted if they didn't and found someone who did. Which is what more honest people do.
    So I stuck with them up until yesterday.

    Recently I had to transfer over 15 servers of my clients from my business account over to the clients new business account, the client bought the servers, so that was all good.
    THEN, billing got involved, instead of just transferring, they instructed the tech support to turn off dedicated servers, remove VPS servers, etc.. After a few days of confusion and rectification, it was sorted out. Their IT apologized for their billing departments errors, just followed orders. Never heard of an apology from billing.

    The next day I get a $3500 INVOICE! Note, I have no billing control of these servers anymore, they were transferred to my client.
    They said BILLING ERRORS from the past 4 YEARS on those servers that I no longer have!!

    Now, since I already sold those servers, and transferred them, there is no way to pass that billing errors to my client. I'm stuck paying them.

    I tried to get the information straight, which I still do not think they knew why. As when I did my math, this did not add up to 3500$.

    Customer support was sweet, and didn't understand either why billing was doing this. Apparently their CEO made the decision to review or audit every large account, and take back the discounts they gave when ordered the server.

    Apparently I was not the only client with this problem.

    Now they are on my "BAD DATACENTER LIST", which there are about 20 others listed for their own reasons.

    BUT BILLING ERRORS FROM 3 and 4 YEARS AGO, for servers I NO LONGER HAVE CONTROL OVER. Who does that? well Superb Internet does.

    I've already started moving out all my other client servers, and my personal one from their datacenter. Also 2 other clients of mine decided to close their server completely, they do not want to deal with this problem.

    Today they charged my credit card, WITHOUT my permission for the amount they "felt" was due, when billing is normally done 2 weeks from now.

    I was not even permitted to remove my credit card from file! I tried to do this a few weeks ago, as was changing cards this month.

    Be careful of Superb Internet, they may be a great IT support, but they are sneaky when it comes to billing and taking your money.

    Has anyone else experienced problems like this?

    Thank you

  2. #2
    Quote Originally Posted by serverforyourbusines View Post
    I was not even permitted to remove my credit card from file! I tried to do this a few weeks ago, as was changing cards this month.
    It might be good to hear what superb have to say about this but I dont think its really good practice to forcefully keep clients card details once the related account is canceled or transferred to a new over. Didn't you try to block the card from your bank?
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  3. #3
    Join Date
    Oct 2013
    That is quite sketchy. I would try to block the card from the bank.

  4. #4
    Join Date
    Feb 2006
    I'm with @AcclaimedHost_Alan, be sure to block future charges to that card (report it stolen if need be). If you no longer wish to have a business relationship with SI, I would consider filing a charge back on the amounts you feel were unjustly billed. It would be interesting to hear the other side of this one. - Take Control Of Your Backups!
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  5. #5
    Join Date
    Dec 2010
    Agreed with the above, contact your bank and thanks for the warning. Hopefully you get some money back (or all of it) and can use a reliable provider.
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