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  1. #1

    Unhappy Review: MochaHost.com - The company that leave you without money, without hosting

    Dear friends,
    I recommend you to avoid MochaHost.com, because they have complicated procedures, they don't have instant activation, and the support it's very bad.

    Today I found this webhost company and without reading other user reviews (my bad) I purchased an hosting package for one year and one domain...I waited about 1 hour for the email confirmation/login details..etc and nothing.. I checked my credit card and I saw that I've been charged.

    After a few minutes, I received this email:
    Hello,

    Thank you for order with MochaHost.com!

    In order for us to setup your account, we will need to verify your billing information.

    • A color photo quality copy of the credit card holder's identification (passport/government-issued photo ID which *must* include English if the ID is from a non-native English speaking country).
    • A color photo quality copy of the credit card used in the account purchase (front and back, for security purposed you can black out the secure code and all the digit on the card number except for the last 4 digits)
    • A completed and *manually* signed scan of the authorization form (attached)

    You can reply to this ticket and attach the required information.

    Please provide us with the above requested information at your earliest convenience to ensure that your account with MochaHost is setup as soon as possible.

    If providing the documents in question is an inconvenience for you, please notify us, so that we can assist you with the alternative methods of payment (Bank Transfer or MoneyGram). The original transaction will be reverted back to your bank/PayPal account.

    We apologize for any inconveniences that may result from this process. If you have any questions, comments, or concerns, please don't hesitate to let us know.

    We are looking forward to servicing your account.

    Kind regards,
    MochaHost.com
    Billing Department
    Unfortunately I don't have a printer/scanner in my house to make scans, print that form, then scan it and send it back.
    So I response:
    Hello,

    I saw that my money was immediately withdrawed from my card, so I think this is not necessary. It doesn't write on your website about this.

    We have 2 options, you will activate my account in 5 minute or you will send me my money back immediately (like they was withdrawed from my card when I make the payment).

    Already i'm sorry for the time loosing when I chose mochahost.

    Thank you,
    Next email from MochaHost:
    Hello,

    Thank you for your reply.

    It is stated clearly in our Terms and Conditions to which you agreed to
    when signing up (you clicked the agreement box), that we may request ID for
    further verification.

    Sometimes the payment goes through, and sometimes it gets rejected by
    the system.

    It is your decision weather to comply with the request or not.
    I can not activate your account until I verify that you are the credit
    card as the payment may turn out to be fraudulent.

    Please, advise if you are willing to cooperate.
    I am looking forward to have you as a dedicated client and assist you in
    need.

    Thank you.

    Regards,
    Eli N.
    MochaHost,
    Billing Department
    I don't understand a thing... "Sometimes the payment goes through, and sometimes it gets rejected by the system."
    My credit card was charged so..what was rejected??


    I send them another email:

    Ok, please send my a full refund immediately. I must get a webhosting and a domain right now, not tomorrow not in 3 days, not in 1 month! You can understand me????? If the payment was rejected, why my money is missing from the credit card?

    It's to complicated to meet your requirements!

    • A color photo quality copy of the credit card holder's identification (passport/government-issued photo ID which *must* include English if the ID is from a non-native English speaking country). - I don't have with what to make a picture and Romanian id card are only in Romanian language!
    • A color photo quality copy of the credit card used in the account purchase (front and back, for security purposed you can black out the secure code and all the digit on the card number except for the last 4 digits) - I don't have a camera or a scanner.
    • A completed and *manually* signed scan of the authorization form (attached) - I don't have a printer/ scanner in my house.

    So, please give my money back immediately like you charged me.
    Many thanks time wasters.
    Also, I've spoken with "Steven" from their live support and he told me: "Since you are not wiling to provide ID Verification, you will get refund in the next 15 minutes and your account will be cancelled. You will get email from billing once it is compiled"

    Another email from them

    Hello,

    Thank you for your response.

    We could assign your payment for a refund in case you could not provide us with the requested documents.

    Unfortunately the money could not be back to your card immediately, due to the fact that it takes a few days for the transaction to be settled.

    Let me know how you would like to proceed.

    Have a nice day!

    Best Regards,
    Eli N.
    Mochahost~
    Another email that I send to them:
    I don't belive that! No, no, no....I've been charged now..i want to get a refund now, it's not my fault. You can't block my money. I don't have other money on my card and I need it to get another webhosting now, in this night. Without money, without "product" - This is MochaHost? Why I get charged and then you can't give me the "product". Please send me you manager contact details. This is not fair!
    So..without hosting...without money...I never had this problem with other hosts..now I must wait to receive a refund...
    Unfortunately because they leave me without money on my card, I can't buy from another host, only after a few days...

  2. #2
    Join Date
    Mar 2013
    Location
    Texas, USA
    Posts
    173
    It's a common standard procedure to verify orders above a certain amount of money for secure purposes. Most hosts out there would accept a photo of your ID, you can use your phone or camera.

    I'm sure they will refund your money though, most hosts usually do an automatic refund if the order is not verified within a certain amount of time.

  3. #3
    Join Date
    Apr 2013
    Location
    Data center
    Posts
    541
    It is standard procedure for hosting companies to do checks and request for identities in order to prevent fraud.

    Well, the host did say that they will be happy to refund, but it could take a day or two for it to arrive.

    In short, i do not see how this is a fault of the host. The fault is with you for not reading their TOS properly.

  4. #4
    Join Date
    Oct 2010
    Posts
    5,079
    They're not refusing to process your refund immediately. They're giving a standard disclaimer that refunds to card accounts do not always appear on your statement the moment they are made by the retailer. That's an issue with the card company, not with them.

    This is relatively common with dedicated server applications, so you may meet this again - or it may fly through with the next host you try.
    Not as active on WHT as I used to be, but still drop in and receive email notifications from here.
    My personal blog site: https://www.oakleys.org.uk/blog

  5. #5
    Join Date
    Jun 2010
    Posts
    226
    They've done absolutely nothing wrong here, period.

    You ordered and accepted their terms and conditions which state: "You may be required to provide verification for security purposes authorizing you to make any changes to an account." - ref: http://mochahost.com/tc.php, section 13.

    When they ask for ID, you state that you can't provide that documentation. Due to the amount of fraud in the hosting industry, there are quite a number of hosts who will request ID.

    You then ask for a refund which they are happy to provide but state that they can't provide it instantly. It's standard for card refunds to take 3-5 business days to clear completely.

    MochaHost are protecting their business against fraud, and it seems like they're doing a good job of it.

  6. #6
    Trust me, I never had this problem with other hosting companies...or other services.
    Also I've paid a lot of items online, such as phones, laptops, cables..etc and I didn't have this problem..and the value was bigger.
    I don't think that a person who make a fraud stay and discuse with them. They should belive me.
    "MochaHost are protecting their business against fraud, and it seems like they're doing a good job of it." - So.. I understand from here that I made a fraud ..or?what?

    One time when I buyed something online, when I maked the payment I receive a message like this "The payment wasn't authorized, your credit card was not charged" And my credit card wasn't charged. So, this is a good way to prevent fraud, with a good payment gateway and good filters. But not to block money for a few days...

  7. #7
    Join Date
    Jul 2010
    Location
    montreal
    Posts
    767
    Now most webhost use id verification to prevent fraud !! Why not use a smart phone if you have one! Thats what I do very useful when you dont have a scanner

  8. #8
    Quote Originally Posted by NoHelpHost View Post
    Now most webhost use id verification to prevent fraud !! Why not use a smart phone if you have one! Thats what I do very useful when you dont have a scanner
    Ok, maybe I can make a picture, but how to print that form, write and sign it manually and then scan? Sincerely I don't have a printer/scanner. In Romania is night now, I don't have where to go to make this...

  9. #9
    Join Date
    Jun 2010
    Posts
    226
    Quote Originally Posted by alex18ro View Post
    So.. I understand from here that I made a fraud ..or?what?
    I didn't say that you were fraud. I said that they are doing a good job of protecting their business from fraud by asking for these verification documents for all, most or some orders.

  10. #10
    Join Date
    Jul 2010
    Location
    montreal
    Posts
    767
    Right forgot about the form! But I think credit card with photo id with signature in picture would be enough never had to go through a sign in paper form

  11. #11
    Ok, but not all people have a printer in their house and I belive that a good payment gateway can detect frauds.. When you buy something..it must be simple and faster. And when you need something like a webhosting, domain maybe you want to be instantly activated.
    And.. where is my data protection?

  12. #12
    Join Date
    Oct 2011
    Location
    United States
    Posts
    75
    Quote Originally Posted by alex18ro View Post
    Ok, but not all people have a printer in their house and I belive that a good payment gateway can detect frauds.. When you buy something..it must be simple and faster. And when you need something like a webhosting, domain maybe you want to be instantly activated.
    And.. where is my data protection?
    There is nothing wrong with the hosting company. Most companies will ask for ID if they suspect that fraud is happening, regardless if you have purchased many products from different websites before. Refund takes time, it's not the hosting companies fault, but just credit card processing times.

    It's not only to protect them but to protect YOU aswell.

    If you can't provide them with the information they requested, ask for a refund. Nothing else they can do. It does clearly state this in the companies terms and conditions aswell..
    Fluid Hosting LLC providing specialist hosting services since early 2001.
    Hsphere Hosting and Dedicated Server specialists in Equinix NY2 and NY4.

  13. #13
    Join Date
    Dec 2010
    Location
    127.0.0.1
    Posts
    5,732
    They've tried their best, but you've been un-pleasant with them. You could of told them you don't have a printer or scanner however you'd be willing to prove your identity some other way.

    Not sure if you do, but some people have internet banking. You'd be able to print screen the website with the URL and block out the important information except their transaction.

    But yes, you should of read their terms and conditions and you would of spotted that section, about the ID. Refunds take longer when paying by card, however if you used PayPal it's normally you can use the credit in your account.

    Sorry you've had a bad experience but they aren't in the wrong in my opinion.

  14. #14
    Join Date
    Apr 2011
    Location
    Cybertron
    Posts
    10,484
    Quote Originally Posted by alex18ro View Post
    When you buy something..it must be simple and faster. And when you need something like a webhosting, domain maybe you want to be instantly activated.

    Simple and faster are not always good. Unless your in a dire situation with a current provider, waiting a little is not a bad thing.




    Quote Originally Posted by alex18ro View Post
    Trust me, I never had this problem with other hosting companies...or other services.
    Also I've paid a lot of items online, such as phones, laptops, cables..etc and I didn't have this problem..and the value was bigger.
    I don't think that a person who make a fraud stay and discuse with them. They should belive me.
    "MochaHost are protecting their business against fraud, and it seems like they're doing a good job of it." - So.. I understand from here that I made a fraud ..or?what?

    One time when I buyed something online, when I maked the payment I receive a message like this "The payment wasn't authorized, your credit card was not charged" And my credit card wasn't charged. So, this is a good way to prevent fraud, with a good payment gateway and good filters. But not to block money for a few days...


    Not all hosts are the same. Some hosts will take your money and send you the login information faster than you can blink. Reliable....far from it.


    Also, you would be surprised the thousands of dollars phone and cable companies lose every month from "trusting" customers.

    Call a company (old school) or sign-up online, say your Action Jackson, give your details, use the service for a few months, never pay and move on. Who loses, the company.

    Some of the best wolves will sit and talk to you. The you talk to them, the more you "trust" them. Online pedophiles do the same thing to children. Become "friends" for a few years before meeting them. Some companies at some point may have trusted everyone, but after being burned a few times, trust level gone.

  15. #15
    Quote Originally Posted by CW Mike View Post
    They've tried their best, but you've been un-pleasant with them. You could of told them you don't have a printer or scanner however you'd be willing to prove your identity some other way.

    Not sure if you do, but some people have internet banking. You'd be able to print screen the website with the URL and block out the important information except their transaction.

    But yes, you should of read their terms and conditions and you would of spotted that section, about the ID. Refunds take longer when paying by card, however if you used PayPal it's normally you can use the credit in your account.

    Sorry you've had a bad experience but they aren't in the wrong in my opinion.
    Ok, after I heard other opinions, I tried to send them only
    • A color photo quality copy of the credit card holder's identification
    • A color photo quality copy of the credit card used in the account purchase
    And I told them I don't have a printer or scanner to send them that form...because I don't have not because I don't want..

    and their response..
    Hello,

    Thank you very much for your response.

    Please note that you will have to provide us with all of the requested documents and we will activate your account with us.

    Also, please note that I can offer you alternative payment method such as Money Gram and Bank Transfer.

    Please advice me.

    Kind Regards,

    Mira P.
    MochaHost~
    They still want that form. I requested a refund.

  16. #16
    Join Date
    Apr 2011
    Location
    Cybertron
    Posts
    10,484
    Quote Originally Posted by alex18ro View Post
    Ok, after I heard other opinions, I tried to send them only
    • A color photo quality copy of the credit card holder's identification
    • A color photo quality copy of the credit card used in the account purchase
    And I told them I don't have a printer or scanner to send them that form...because I don't have not because I don't want..

    and their response..


    They still want that form. I requested a refund.

    For next time;

    Long Version

    1. usb key
    2. ID
    3. local print shop


    4. Take the usb key to the print shop
    5. Have them scan requested ID
    6. Save it to your usb key
    7. Email ID


    Short Version

    1. Camera Phone
    2. ID


    3. Take a picture of ID with your phone
    4. Email ID







    Done

  17. #17
    Join Date
    Oct 2011
    Location
    Kansas
    Posts
    1,266
    It can take some time for a refund to show back up on your credit card. They can immediately issue the refund. But the money won't be back on your credit card instantly.

    I know it takes a few days for a refund for something I've bought to appear on my credit card.

    Chad
    Webmasterbabble.com Webmaster Forum
    Come join us at webmasterbabble.com

  18. #18
    Join Date
    Mar 2013
    Posts
    1,328
    Alex there is nothing they can do about it after they issued the refund, just wait a couple of days.

  19. #19
    Had the same issue with Network Solutions, took me a month to cancel and get a refund after sending 7 tickets!

  20. #20
    Romania is a country where online fraud is rampant. Last time I checked Paypal didn't even allow Romanian customers to sign up for their service. Personally, I am totally against this form of discrimination. I don't care if it's supported by statistics or not. All discrimination is bad. Period.

    I had a similar issue with another host I am not mentioning. I was asked to make a phone call at their offices to verify my identity. The call would have cost me more than one month of hosting, so I decided to cancel my account and signed up with another provider. And I think I was lucky at that since I am pretty happy both using their service and reselling it.

    Anyhow, hosting providers shouldn't make it that difficult. In the end, if they get a chargeback, all they need to do is block the customers account. No big deal.

  21. #21
    Join Date
    May 2009
    Location
    Ft. Lauderdale, Florida
    Posts
    1,783
    How much was the order amount? I can understand if it was several hundred dollars.
    U.S.A. High Resource allocation global cloud hosting serving 310,000 clients since 2008 | Offering both cPanel & DirectAdmin
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  22. #22
    Join Date
    Sep 2008
    Posts
    122
    Yeap. Like all the other replies, MochaHost is clearly not doing anything wrong.

    Patience is key. Quit expecting everything to be "instant".

    They say they are going to refund you, so I do not see why you can't wait a few days to get a refund.

  23. #23
    Quote Originally Posted by Arthur Burlo View Post
    Romania is a country where online fraud is rampant. Last time I checked Paypal didn't even allow Romanian customers to sign up for their service. Personally, I am totally against this form of discrimination. I don't care if it's supported by statistics or not. All discrimination is bad. Period.
    That depends how one defines "discrimination" in spite of insisting period:

    http://www.merriam-webster.com/dicti...0&t=1383003999

    : the practice of unfairly treating a person or group of people differently from other people or groups of people

    : the ability to recognize the difference between things that are of good quality and those that are not

    : the ability to understand that one thing is different from another thing
    As you acknowledged, Romania is a country where online fraud is (unfortunately) rampant. If a service provider feels it's "personally" and practically best to block out an entire region to protect themselves financially, or to stop taking orders from that region, then they'll do that despite what other people think.

    If Mochahost similarly deems Romania risky, it's a wonder that they even accepted the OP's order to begin with.

    Quote Originally Posted by Xerixe View Post
    Patience is key. Quit expecting everything to be "instant".
    He he, it's the drawback of online convenience. When you make your service convenient and instant, it causes others to expect that of you - and often of others, too.

    Nonetheless, I agree that the OP ought to be patient if he asked for a refund since then.
    Last edited by Dave_Z; 10-28-2013 at 08:02 PM.

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