Web Hosting Talk : Web Hosting Main Forums : Web Hosting : Hostgator de-activated my account. Is this normal practice?

[cyberderf]

Without any notice my ftp/cpanel/websites went down this week. All websites were having the very professionnal and pretty "account is suspended - contact billing" mention.

The reason : their billing system was having problems generating my invoices, so I didn't get billed for the last month in my account. Yeah I was beginning to wonder, was just about to call them... But hey, they could at least have sended me just a small notice for non-paiement. It was their fault after all.

Their handling of the situation: no excuses at all, they were formal : no reactivation before i have paid. The girl over the phone refused to contact the billing departement to inform them i have paid. I had to did it myself. Reaction time was very slow overall.

It took more than 4 hours for re-activation, 2.5 hours after my invoice was paid and after I had contacted the billing depart.

What do you think. Is this good practice ?

[Energizer Bunny]

Well even if i think its bad practice will it change the way they operate ?

Well if its their system error they should look into that asap.

[cloudrck]

What method do you use to pay?

[MikeDVB]

This situation could certainly have been handled more smoothly if what you are saying is in fact 100% factual (not doubting you, there are always 2 sides to a story.)

If you were not the only one who had this issue, then they may have handled the situation as well as they could. If you think about how many domains they host and how many accounts could have been affected by this issue.

Perhaps Hostgator.com will reply.

[JLHC]

It is obvious that it is not a good practice.
Considering the size of hostgator, your case should not be the tip of the iceberg. That is why they should change their worker's attitude or get more complaints.

So your problem has been settled?

[cloudrck]

I really don't think Hostgator is at fault, and I don't see why you guys are against Hostgator because of this issue.

He didn't pay his bill, so his account got suspended. I fail to see what Hostgator did wrong. He had access to his billing area in order to pay, and he knew for a fact he had to pay every month, yet he didn't.

[Energizer Bunny]

Yo, daejuanj did you read the part where op said invoices were not generated , so how is the op suppose to pay again ?

[cloudrck]

Depending on whether he just didn't get an email, or that he couldn't pay because there were no invoices is unclear.

But what's clear, is that he failed to pay, so his account got suspended.

so how is the op suppose to pay again ?

They have a telephone number, and an email address.

[Energizer Bunny]

Originally Posted by daejuanj

They have a telephone number, and an email address.

Seriously how many clients will actually bother when hosts fail to charge them , and will be eager to make payment ?

I know i forgot to charge a long term client for a month or 2 for year account, but user never contacted me again asking when he can pay or how he can pay, even though user knows my email/ our site contact and whole 9 yards.

You think anyone has time to spend looking after where payments are due ? Thats why billing systems were made, as it becomes the sellers responsibility to charge their customers, not customers responsibility to keep a tab on who forgot to bill them.

Plus human nature and how mind works is kinda complicated and is beyond the scope of this book

[cloudrck]

Originally Posted by Energizer Bunny

Seriously how many clients will actually bother when hosts fail to charge them , and will be eager to make payment ?

I know i forgot to charge a long term client for a month or 2 for year account, but user never contacted me again asking when he can pay or how he can pay, even though user knows my email/ our site contact and whole 9 yards.

You think anyone has time to spend looking after where payments are due ? Thats why billing systems were made, as it becomes the sellers responsibility to charge their customers, not customers responsibility to keep a tab on who forgot to bill them.

Plus human nature and how mind works is kinda complicated and is beyond the scope of this book

You are completely right, I will forget certain payments if I don't check my email, so I would assume the same if I never get one. But this is not an excuse. If I've been told on signup I will be charged a recurring fee every month, and I fail to pay because of whatever reason, that is my fault.

Forgetting to pay is not an excuse, or the lame excuse, as I didn't receive a bill, when I know I pay monthly.

[Energizer Bunny]

Originally Posted by daejuanj

You are completely right, I will forget certain payments if I don't check my email, so I would assume the same if I never get one. But this is not an excuse. If I've been told on signup I will be charged a recurring fee every month, and I fail to pay because of whatever reason, that it's my fault.

Right same applies when world has gone nuclear and kaboom too ? It would still be your fault right

[cloudrck]

Originally Posted by Energizer Bunny

Right same applies when world has gone nuclear and kaboom too ? It would still be your fault right

Umm, I'm confused by the bunny????

[cyberderf]

Originally Posted by daejuanj

He didn't pay his bill, so his account got suspended. I fail to see what Hostgator did wrong. He had access to his billing area in order to pay, and he knew for a fact he had to pay every month, yet he didn't.

Here's what they did wrong :

First: there was no invoice, I'm not used with their system, and I don't think it was possible for me to pay at all. Anyway, i wasn't running without paying. They even didn't send me a notice. If you run a business, you know you usually have to send your clients invoice to get paid. It's like that. Don't ask me why!

Secondly: what would you think if your phone/cellular company would cut your service for a short late paiement, without noticing you, and without sending you the invoice for that paiement. Have you ever seen that ? Would you be mad while your friends and clients would be trying to reach you over a dead line. It's a 35$ short late paiement, not 200$ over 2 month delay.

Third: Prejudice. Today, for some of us, having your website running is as important as having phone or electrity to get your business running. Plus, what is more unprofessionnal than a bunch of websites proudly showing "account suspended". For me it's totally unnaceptable.

After that, would you be hoping for a short excuse? Or maybe immediate re-instatement of the service, and or some kind help throught the issue. That was not the case in this situation.

daejuanj, I think you got bad judgement. With a mentality like that, I think you should never run a business.

[cloudrck]

Originally Posted by cyberderf

daejuanj, I think you got bad judgement. With a mentality like that, I think you should never run a business.

That's your opinion, and you're entitled to it.

But, in my mind, if you do not pay your bill, you will get suspended. No lame excuses "oh, I never got a bill". If you signed up for a service with a monthly fee, than you are required to pay every month. You're not entitled to a free meal because you didn't get a bill. You knew for a fact you are suppose to pay every month, yet you didn't.

[J4vad]

This situation could certainly have been handled more smoothly if what you are saying is in fact 100% factual.

but , Those Shall Send Warning for u.

Good Luck