Web Hosting Talk : Web Hosting Main Forums : Web Hosting : MCHOST - another overbilling

[irlhost]

Let me start by saying that I had been a client of mchost for almost a year and a half. I had afew reseller accounts, but I was also part of a semi-dedicated server group. This was the Redmond server group, which had five members and we split the cost of the server, which was $350.00 a month.

In July we moved to another company for several reasons, but the main contact for our server submitted a ticket for the server to be cancelled.

However, surprise surprise we have been billed again for the server.

Our billing cycle was on the 5th of each month, we cancelled the server on the 25th of July and this was confirmed on the 28th of July on that same day a charge was made via paysystems for $350.00. This charge was outside the normal billing cycle.

The facts:
1) We were normally billed on the 5th of each month
2) This charge was outside the normal billing cycle
3) Copy of our support ticket
4 )A reply from marc showing he had closed the server

[MCHost-Marc]

- You cancelled on 25 July, 2003 01:41pm.
- Your renewal date was 5 July 2003, 00:01am

The charge you received on the 25th was in fact the charge that was due for almost a month, on the 5th. Until then your card had been denied due to insufficient funds according to the card processing system, so we haven't been able to charge your card until then. I recommend you to review your facts.

[trustedurl.com]

Originally posted by MCHost-Marc
I recommend you to review your facts.

I suggest you contact paysystems directly to resolve this if you were billed by them.

[OhSoKorny]

Originally posted by MCHost-Marc
- You cancelled on 25 July, 2003 01:41pm.
- Your renewal date was 5 July 2003, 00:01am

The charge you received on the 25th was in fact the charge that was due for almost a month, on the 5th. Until then your card had been denied due to insufficient funds according to the card processing system, so we haven't been able to charge your card until then. I recommend you to review your facts.

I don't understand... why did this then come as such a shock to the customer? Didn't you let this person know that his card supposedly returned as bad? Why did you simply try again when he decided to leave?

[sprintserve]

If Marc is right, there's nothing wrong with trying again as he's trying to collect on his arrears.

[irlhost]

Originally posted by MCHost-Marc
- You cancelled on 25 July, 2003 01:41pm.
- Your renewal date was 5 July 2003, 00:01am

The charge you received on the 25th was in fact the charge that was due for almost a month, on the 5th. Until then your card had been denied due to insufficient funds according to the card processing system, so we haven't been able to charge your card until then. I recommend you to review your facts.

SORRY MARC

But you billed us on the 5th of July and again on the 28th of July.

TOTAL BILLED FOR JULY $700.00

[blue27]

Is that total billed or total paid?

[irlhost]

Originally posted by blue27
Is that total billed or total paid?

We were billed and paid

$350.00 on the 5th July (normal billing cycle)
$350.00 on the 28th July (when we cancelled our account)

Total billed and paid via credit card for July $700.00

We only found out about the second $350.00 charge on the 28th July when our server group member who was paying mchost got his credit card statement.

[Coach]

Both charges actually went through?

The reason I ask is because on declined transactions, it will show up with some cards as well and look like a double charge once a valid transaction posts, but there were never actually any funds that were accepted for transfer from the original payment because of the decline.

For example, a customer has a card decline because AVS says that the address it not valid, so they contact us and give us their new cc billing address, then we run the card back through. For a period, the declined transaction shows up on the cardholder's transaction history, though they weren't actually charged because it declined.

[ITWeb LLC]

The problem with MCHost is that their credit card system keeps returning "declined" notfications to them for perfectly good cards.

I too am experiencing a double billing situation which is the result of MCHost being unable to resolve payment through their gateway.

I am not surprised to see another person having difficulty with a double billing because the billing system at MCHost has been an issue for the past three months. Hopefully, we can work this out through the ticket process.

[irlhost]

From what Marc has posted Robert who was the server group member paying mchost, his credit card had insufficient funds, and only one payment was made.

Please see attached a copy of Roberts Credit Card Statement, clearly showing two charges and sufficient funds.

Again some points.

1) We were never informed of any problem with insufficient funds.

2) The billing error occurred when we informed mchost we wanted to cancel the server.

3) The extra amount of $350.00 was billed outside the normal billing cycle, was this a manual transaction from mchost?

PS. The reason I am posting is because Robert has never posted in WHT and I am now incharge of billing for our new server.

[trustedurl.com]

Paysystems has had issues with not notifying merchants of charges. Simply call them and get your money back.

[Kimmikat]

If you're still having problems, maybe try contacting the a local TV or radio station's action line. In our area, we have 7 on your Side and they recently had a story about a webhost overbilling clients and having serious communications problems, although it wasn't MCHost in the story. After the station contacted the host, the clients got their money back.

[Coach]

I know it's not a simple thing when you have as many clients as they do, but if the card processor was continually contributing to the trashing of our reputation, we would move to a new processor.

Paysystems, from all the McHost threads I've seen, seem to be the ones that the clients are really having problems with.

[blue27]

With that many customers I would think it's time for a real merchant account.