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  1. #1

    Red face LayeredTech Billing Problem

    My creditcard was billed $204 for no reason.
    I do have a server with them and that's $90/Mo.
    I have never purchased anything at that price from them.

    I don't want to put such problem here.
    But I have tried to contact them for 3 times,
    except for the first time they replied within the guaranteed
    12~24 hours, the other twice after I submitted the ticket
    I got a auto-reply only. and 12 hours later another email came saying that

    Subject: Resolved: Urgent Creditcard Issue!! - resolved -
    According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message
    What do they mean by resolved?
    They said they have checked their billing system and found no such amount of money was billed on my account.
    But my bank told me that such $204 did have been billed from my card, and the "shop" is layeredtech technologies is there another layeredtech on the earth?

    Please Layered Tech staff, no matter how other people see you, I still trust you enough to go with you. If you see this thread, please kindly treat my ticket seriously.

    Oh, right, ticket number [LT-ACT #HNP-265XX-612]:

    Thanks
    I Love WHT

  2. #2
    Well, iirc, they do not have a 12-24 hour reply guarantee, rather it's an estimate. Were you clear in the ticket that you were charged the wrong amount and stated that you were charged $204 rather then $90? Is this a new server you just got? If it is, are you sure there was no setup fee involved? It can be that your server cost $90/month with a $99 setup fee and the remaining $15 was attributed to additional IP's. Just a guess.

  3. #3
    Join Date
    Jan 2004
    Location
    North Yorkshire, UK
    Posts
    4,163
    If it's billing you should expect a longer reply time I'd say.

    I do know how you feel though when tickets get closed, and work may have been carried out, but the person closing the ticket expects you to be psychic and just doesn't put anything else down in writing ... unfortunately it happens a lot in todays world of communcation, or not as the case may be.

  4. #4
    Originally posted by CyanoX
    Well, iirc, they do not have a 12-24 hour reply guarantee, rather it's an estimate. Were you clear in the ticket that you were charged the wrong amount and stated that you were charged $204 rather then $90? Is this a new server you just got? If it is, are you sure there was no setup fee involved? It can be that your server cost $90/month with a $99 setup fee and the remaining $15 was attributed to additional IP's. Just a guess.
    Thanks CyanoX

    I have only one server with them and that's $90 in all,
    and the billing period is 1st of every month.
    I have checked it in the member area, there is still one server there, the $90/mo plan.
    So I think this is not a $90/$204 miss, this is a totally wrong billing issue.


    Originally posted by RazorBlue - Dan


    If it's billing you should expect a longer reply time I'd say.

    I do know how you feel though when tickets get closed, and work may have been carried out, but the person closing the ticket expects you to be psychic and just doesn't put anything else down in writing ... unfortunately it happens a lot in todays world of communcation, or not as the case may be.
    Thank you for the reply and warm words

    I do hope things are going as you said.
    But at least they should tell me "we are now checking our system, please be patient" not only close the ticket.

    Anyway, I will just wait and have to wait
    I Love WHT

  5. #5
    Join Date
    Jul 2003
    Location
    Texas
    Posts
    785
    Hello,

    I can not find the ticket number you posted or any tickets opened with the details I can see in your WHT profile. If you can provide me another way to identify who you are I can find the ticket and see what is going on. Also be sure to login to the https://support.layeredtech.com/home/ portal with your details and check under 'Recently Closed Tickets' this will contain your old ticket and any replies you may have not seen via email. Without having more details it appears that someone did work your ticket and the only response you saw was the resolve ticket and not the comments prior to it.

    Thanks,

    Jeremy

    EDIT: OK it appears you have a few extra XXX in the ticket number you posted. I have found your ticket and our staff hit the 'comment' button instead of 'reply' which means you did not get to see it. I have since replied the same text again if you view the ticket you will see the updated details. Now I will go beat the staff member with a wiffle ball bat for the error.

    Thanks,

    Jeremy
    Last edited by Cirrostratus; 07-20-2005 at 09:41 PM.

  6. #6
    Originally posted by LTADMIN
    Hello,

    I can not find the ticket number you posted or any tickets opened with the details I can see in your WHT profile. If you can provide me another way to identify who you are I can find the ticket and see what is going on. Also be sure to login to the https://support.layeredtech.com/home/ portal with your details and check under 'Recently Closed Tickets' this will contain your old ticket and any replies you may have not seen via email. Without having more details it appears that someone did work your ticket and the only response you saw was the resolve ticket and not the comments prior to it.

    Thanks,

    Jeremy
    Thanks for the reply. I have hiden 2 digits of the ticket number
    the completed ticket numbers will be PMed to you.

    I have checked https://support.layeredtech.com/home/
    and saw the same thing as in the email.
    Ticked closed without being replied, not even a word.

    I hope you can help me. If not you, who can?
    I Love WHT

  7. #7
    Join Date
    Jul 2003
    Location
    Texas
    Posts
    785
    EDIT: OK it appears you have a few extra XXX in the ticket number you posted. I have found your ticket and our staff hit the 'comment' button instead of 'reply' which means you did not get to see it. I have since replied the same text again if you view the ticket you will see the updated details. Now I will go beat the staff member with a wiffle ball bat for the error.

    Thanks,

    Jeremy

  8. #8
    Originally posted by LTADMIN
    EDIT: OK it appears you have a few extra XXX in the ticket number you posted. I have found your ticket and our staff hit the 'comment' button instead of 'reply' which means you did not get to see it. I have since replied the same text again if you view the ticket you will see the updated details. Now I will go beat the staff member with a wiffle ball bat for the error.

    Thanks,

    Jeremy
    Ok, one of your staff contacted me just now.
    Forum admin please close this thread as I don't want to
    cause any bad impression on LT if they are already working on it.
    I Love WHT

  9. #9
    Glad everything was resolved

  10. #10
    Join Date
    Sep 2004
    Location
    Flint, Michigan
    Posts
    5,765
    Glad to see a member who can handle a situation like this properly as well
    Mike from Zoodia.com
    Professional web design and development services.
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  11. #11
    Join Date
    Feb 2004
    Location
    Your Screen
    Posts
    3,998
    LOL @ Jeremy and his bat.

    Bailey
    Let's Connect on Twitter! @thatsmsgeek2u || Fighting mediocrity one thread at a time.

  12. #12
    Join Date
    Mar 2004
    Location
    New Jersey
    Posts
    793
    Now THAT is a hostile work environment.

  13. #13
    Join Date
    Sep 2004
    Location
    Flint, Michigan
    Posts
    5,765
    Originally posted by serversphere
    Now THAT is a hostile work environment.
    Don't worry, they get hazzard pay for every hour spent running from the bat.
    Mike from Zoodia.com
    Professional web design and development services.
    In need of a fresh hosting design? See what premade designs we have in stock!
    Web design tips, tricks, and more at MichaelPruitt.com

  14. #14
    Next on Fox: When SysAdmins Attack...

  15. #15
    Join Date
    May 2004
    Location
    Lansing, MI, USA
    Posts
    1,548
    Originally posted by LTADMIN
    Now I will go beat the staff member with a wiffle ball bat for the error.

    Thanks,

    Jeremy
    Can we get a video clip of this? I am thinking of an 'Employee Motivation' motif...
    Jacob - WebOnce Technologies - 30 Day 100% Satisfaction Guarantee - Over 5 Years Going Strong!
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  16. #16
    well wellm it seems that I have to put their support here
    as I have sent emails to them but got no response ever since

    Sorry but I have to push them here
    I Love WHT

  17. #17
    Join Date
    Jul 2003
    Location
    Texas
    Posts
    785
    Can you please provide me with the Support ticket # that you are referencing - this way I can look into it for you.

    Better - if you have not received a response from support or have an issue from an open/pending ticket, send the ticket # to sales@ and someone will follow up.

    Regards,

  18. #18
    Join Date
    Jul 2005
    Location
    uk
    Posts
    187
    is the issue resolved or not?
    did the bat work?
    any major injuries?

  19. #19
    another 2 days
    do you like to be pushed in this way? fine

    where are your accounts...?

    where is the customer satisfaction?

    BTW: I still have one server with you and will due soon
    do you accept Paypal as my card is locked for secutiry reason.
    I have to use paypal to renew my server.
    I Love WHT

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