First day with HG. (Dissapointed so far)

[Edmond.B]

Just signed up last night with HG. After a few problems with my country (lol?) i was able to pay. Just logged into my account to check the features etc and went to sleep.

Today i wake up early morning, when i logged in to my email i see a mail from HG.
They asked me to send them my ID + a copy of my credit card. I did all that and after waiting for about 6+ hours without a reply from them i decided to contact the livechat.
There i spent another hour with Marco who was talking with a HG administrator. First they said that i sent the info about the wrong domain (i don't have another account @ HG) then they said that they will resend the ticket to me and so they did, they asked for the same info as before.
Again, i send them the requested info (credit card + id copies).
After that they ask me to pay again
They say that they refunded my first payment. Who asked for a refund? Why refund?
The bank isn't working as its Sunday so i can't check if they really refunded my payment.

Anyway, i try to repay the invoice and i keep getting an error:

Invoice Number [1515359] $49.95
An error has occurred and your order cannot be processed at this time. Please try again later.
(The configuration with processor is invalid. Call Merchant Service Provider.)


I tell them about this error through the ticket mail and what do they do? They send the same: Please pay again stuff.

And the worst thing is i logg in @ hostgator.com/billing and i see the status of my account: FRAUD.


Great support & help.

[Serra]

Payers outside of the US will have more problems that US residents. There is so much fraud from overseas that hosting companies are a bit skittish.

Be patient.

[Spike]

Hi Edmond,

I see by your post you got an error

"(The configuration with processor is invalid. Call Merchant Service Provider.)"

It looks to me like there is a comunication problem between Hostgators payment proccessing and there merchant services provider. Dont write HG off just yet, it looks to me like it may be a communication error.

Where I work, if we get any sort of comm error when processing a sale it gets flagged as fraud until we can call the bank, and get more details from them directly. So I would suggest you wait until Monday and see what can be found once the banks are open.

Considering the number of customers HG has they have to be very careful. As I am sure a company there size deals with allot of genuine fraud. Even where I work a small company 4 employees we deal with fraud, example last year some people tried to hi-jack our company bank account. We are just a small business, so can you imagine what kind of headaches HG has?

[Edmond.B]

I know there are problems but the thing is i sent them pictures of my id and credit card to prove ownership. They kept sending different things it's like they don't know what they are doing.

They even sent me a request for information for a domain/account i don't own.

If it takes them a day long for this...

[Edmond.B]

I am cancelling my HG account.

As i said there was a problem with payment. I even sent them my credit card info and even they had trouble paying.

I went to the bank today and it seems that the problem was there. Ok it got solved. I go home and pay the invoice for a reseller package (Copper).

I wait a little for a reply, nothing. I contact LiveChat he confirms that there was a payment but "there were errors". I ask him what kind of errors he replied: They (admins i guess) didn't say. So it's a secret?
He then asked me to wait a couple more hours for someone of "that" department to come here and reply. Unfortunately i am a working man and a family man.

I was very happy with the package that HG was offering but i am very dissapointed with the support. A single payment process wasn't able to be solved by them.

I can't comment on the hosting/technical side of HG because i didn't get a chance to even try it out.


I am waiting for them to approve the cancelling of my account and refund my payments. Even that will take them 12-24 hours *sigh*.


Goodbye and good luck in the future.

[Edmond.B]

I apologize on behalf of our company for my co-partners outburst.
As he stated there was a problem with the bank, not HG.

All my staff members post from this account and i sincerely apologize if anyone was offended.


HG activated my account.


PROBLEM SOLVED.

Sincerely,
Edmond Berani