It appears as though I can't get away from burstnet. Here's my story, because it seems like while sean has plenty of time to post here at WHT, he doesn't have time to help me to resolve this issue.
After the horrible network uptimes in March, I decided to move all services to another provider. So I went ahead went into their billing system and printed off all of the invoices listed within, and made sure that they were all marked as paid. I then cancelled my account through their cancellation form. I ended up getting the following correspondence in return:
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>Below is the result of your feedback form. It was submitted by
> (david@ion-web.com) on Sunday, April 27, 2003 at 22:27:46
>-----------------------------------------------------------------------
>----
>
>name: David XXXXX
>
>account: XXXXXXX.ion-web.com
>
>account_number: XXXX
>
>account_password: XXXXXX
>
>service_cancel_date: Today
>
This email is to confirm your cancellation request of:
Sunday, April 27, 2003 at 22:27:46
If you were invoiced for advance service prior to this cancellation, your account has been adjusted accordingly.
Thank you for your past business!
Sean R.
BurstNET
System Administration
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And then, this followed:
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Ruth D. has responded to your help desk request.
-----------------------------------------------
(Ruth D.)
-----------------------------------------------
Dear Mr. XXXXX,
Thank you so very much for submitting your cancellation form. I have closed your billing account with us. You will not be charged any longer. Please do not hesitate to contact us if we could be of any further assistance.
BurstNET Billing,
Ruth
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Not too bad, and I thought everything was completely done. All the customers were moved over, the server was paid for and all was fine with the world.
I thought I'd test out the billing login, since Ruth said it was cancelled - I could not get in. Their 'forgot password' link also didn't work. Good thing I printed out **all** of the invoices within it. Satisfied that this was completed, I went on and continued with business as normal.
Last week I received this message from burstnet:
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Dear David,
This letter is to inform you that you owe 15.46 to BurstNET Technologies Inc.
Your last statement was sent on 4/1/2003.
The current date is 7/17/2003.
All past due balances are due immediately.
Please make payment on your account to avoid service suspension.
Overdue accounts that are not paid will be turned over to our collection agency within 30 days.
BurstNET bills in advance for all services.
Your current invoice must be paid prior to the first day of your new billing period.
Invoice: XXXXX Taxes: 0.00 Total: 10.00 Paid: 0.00
Setup Fee -- IP Address Block of (10) 5.00
3/19/2003 to 4/16/2003 -- IP Address Block of (10) 5.00
--Domain #4253..XXXXXXX.ion-web.com 0.00
Invoice: XXXXX Taxes: 0.00 Total: 5.00 Paid: 0.00
4/16/2003 to 5/16/2003 -- IP Address Block of (10) 5.00
--Domain #4253..XXXXXXX.ion-web.com 0.00
Invoice: XXXXX Taxes: 0.00 Total: 0.23 Paid: 0.00
Late Fee Charge - 1.5% per month on Past Due Balances 0.23
Invoice: XXXXX Taxes: 0.00 Total: 0.23 Paid: 0.00
Late Fee Charge - 1.5% per month on Past Due Balances 0.23
****************************
This is the first notice that we owed anything at all to Burst.net since that last correspondence up above. I wrote a long email to burst billing immediately, and CC'd
sean@burst.net about it. These invoices were not in the billing system at the time I had access to them - if they were, I would have paid for them and printed them. I stated that I had no problems paying for services rendered - that's still not a problem. $15 is easy money. But I also stated that I was not made aware of all of these charges, and that I cannot pay at all because I've been locked out of their billing system. I received a 2 line response to this email:
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This has been in the system since back then.
We only recently discovered that canceled accounts were not being sent statements...
SMA
PRES/CEO
BURSTNET
****************************
So they recently discovered that cancelled accounts were not being statements - that's somehow my problem now. They're also going to charge me late fees for their error, and also THREATEN TO SEND ME TO COLLECTIONS. How nice. He did not touch on the rest of the email, where I state that I cannot pay, as I have no billing login information.
So I guess I'm stuck. I guess we're going to be turned over to collections for their error. I am not paying their late fees for something that they caused. Nobody has responded to me, and they aren't apparently ready to provide a billing login that works so I can see these invoices.
In the meantime, rather than work with me to resolve the issue, burstnet appears to be happy to post here on WHT - my reason for bringing it to this forum. Also, it might serve as a warning to others - BurstNet will make a mistake, charge you for their error, and then not respond to questions regarding it. They also breached their own policy located here:
http://www.nocster.com/policy/contract.pdf
"Section 2.2:
Client shall receive a confirmation letter/invoice via e-mail and/or mail at the time Client contracts for the BurstNET™ services, which shall confirm the fees payable to Burst-
NET™. Thereafter, Client shall receive a monthly billing invoice/statement for the upcoming month, which shall indicate any changes in fees, which shall become effective upon
thirty (30) days' notice as set forth in Section 2.4 herein."
They did not notify me of any charges till after they marked them up some with late fees, THEN found it ok to email me about it.
-David
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