Reactivating account after deactivation.

[Glendon]

Unfortunately the emails powweb has been sending me about card declines has been going to my bulk mail folder (my fault). The credit card on file no longer exists. I tried to renew the package with my current card but recieved an error message stating that it was already on file. Perhaps this is because I used to card to make a payment on another account?

[Winnie]

Hi,

Since I will need your personal information like your domain name and your credit card number before I can help you charge the proper card, it will be best that you send those information to billing@powweb.com so they can assist you in resolving the problem.

[bubuwit]

Hi Winnie,

I just had a deactivation notice. This is my history.

10/02/02 I signed up my for 1 package. I have not finished the product to sell so I just had a placeholder on it. It was renewed automatically for another year so now, my renewal date is 11/30/04. As I weighed my options, I changed my plan to quarterly.
In the meantime during the recent months I have registered 2 domains names. Each time, I charged my account on file myself, nothing automatic.

Then I added a subdomain. But being inexperienced developer, I needed to educate myself. I didn't pay for the order and it was sitting there with a -$20 for a while. I was still confused even after surfing the forum so I emailed support this morning to clarify if I am still entitled to 5 domain additions with separate respective email addresses. It is very important to have that to present some credibility to customers.

Tonight, I got a notice that my account was deactivated apparently because my card charge was declined. I find it rather harsh to just shut down an account like that considering that my renewal date was not until 11/30. I would understand if powweb just cancelled my order for the 2nd domain since that was the one unpaid. I was looking at different options whether I should just switched the main domain to the 2nd one, or just look for another host that would give me unique email accounts for each domain. This is a time to make decisions since my renewal is coming up. As I thought about it, I realized I was not affected by the 5 additional domain limitation so I guess all is well, just wait for the reply from support. Nonetheless, all this time, I did not bother to change my card account since I planned to make the payment when I have made my decision. And now this.

I already replied to the notification. But I believe this should give everybody a lesson so I am posting it. The accounting procedure to shut down an account without assessing the situation is rather hurtful to your customers and their customers (Good thing I didn't have any yet - yeah, all those wasted money). When it comes to shutting down an account, there should be ample notice and communication. Even if it is the customer'f fault, there should be some room to make things right. That way, you protect your customers from sudden losses and the powweb-customer relationship.

Thanks,

bubuwit

[Winnie]

Hi,

Please go on chat and one of our reps will help you resolve the problem right now.

[bubuwit]

thanks winnie and winston.
as i have said, i just posted for both sides to learn from it. correct or not, i thought the shutdown was automated but some cases must have human intervention. winston explained that it should have affected the subdomain only, which is only right, so that's something to investigate on so it doesn't happen to anybody else.

honestly, when i placed the order but didn't pay, i didn't realized that the subdomain was set up already. i thought it would wait for me to pay first. because of what i read at the forum, i checked the email tab for subdomain for the first time yesterday morning and somehow saw the subdomain showing - no option for anything, i guess, because i haven't done anything to it yet. i thought it was a good sign that i'd have its own email address.

anyway, thanks again, and i must say, nobody should assume anything. be clear with everything so there are no surprises. (but there are soo much to absorb!) what i mean to say is i want to own up to my responsibility. i should have not let that -$20 sit there.

bubuwit

[symo]

Winnie, haven't seen you on the board for quite some time. Glad to see you're still around.

For those who have posted regarding wanting to renew their account early "just to be safe", Winnie is one of the nice folks in Billing that can assist you with that. Winnie did it for me on my first renewal in 2002, although since then I've trusted the auto renew thing and it has worked so far.

Just wanted to say hi to Winnie, and not hijack the thread. :D

symo

[cyberCrank]

Winnie is one of the nice folks in Billing
Does that mean there are some that may not be nice? :)

j/k

[tbonekkt]

Does that mean there are some that may not be nice? :)No Comment. ;)

[symo]

Me either :D

symo

[symo]

ok, ok... 5 yard penelty... possible roughing the comma usage :D

Winnie is one, of the nice folks in Billing that can assist you with that.

:D

symo

[tbonekkt]

Still needs work...how about:

Winnie is just one of the many nice folks in Billing that can assist you with that.