Great service but occasional trouble with billing

[bileygur]

I have been customer with reseller account for 2-3 years now. I have been happy with the technical support and almost everything has been great. I have not needed very much service.
It has been the billing that has made me crazy. I have paid monthly via Paypal. I pay just when I receive the email that the bill is due, then I log in to my account and pay up before it is to late.
What has happed that 3 times in past year; there comes no invoice to pay and no email. When I log in to my account I cannot pay anything. Then after 1-2 weeks or even month my account is closed without any warning.
The first time this happened I was told that I the invoice was there all the time. I knew better but received just some attitude when I complained. I have always needed to pay 10 USD late fees, which strikes odd.
The worst of course is that the account is closed without any notice (never any warning emails, no invoice, just closed). It is closed on all my customers and it takes 2-5 hours to be reopened. The service is usually so slow that I have to wait dedicated for 30 minutes while they figure it out.
Last time this happed I got it up and running, then 2 days later it happens again. Without any notice again and that time I had already paid everything. That made finally some guys to leave me because of this, and I do not blame them.
Even though this I am happy with the service, there up time and the support. If this problem was not there I would give them 9 out of 10. Still it is great frustration when it happens and bother for my customers.

[GatorWesley]

Hello,

I reviewed your billing and your invoices are not always being paid within the 10 day grace period, which will cause billing suspension. You will need to cancel your Paypal subscriptions that are paying late (you can do this at www.paypal.com ) then recreate a new subscription on 9/23 and 10/01 when your next invoices are generated (after the one that is currently due is paid for).

We send email notifications as well any time a payment is past due and send a few of these before any suspension occurs. Please login to http://www.hostgator.com/billing to make sure that this email address is up to date. If it is, be sure to add sales@hostgator.com and billing@hostgator.com to your address book so our emails always make it to your inbox.

[bileygur]

Dear Wesley,

I do not subscribe the payment, I pay may invoices manually. As you say it has occured that I have not been availible and paid it later than the 10 days. This first occurred after I subscribed the payment, some thing happened and you stopped getting the payment and I did not notice. So I stopped and wanted to pay men self to keep track.

What I am talking about is that when I am going to pay, you have not generated any invoice so I can not pay. Then after few weeks my account is simply closed with out any warnings!

Then I contact your support, they say that the invoices were there the whole time, charge me extra 10 USD late fee. At one point the invoice that was generated was $159.70, at another $59.95. You can see this if you look at my account! It is rather obvious that the invoices were not created on the right time and I given the grace period to pay these invoices. In both cases my account was closed WITH OUT any warnings!

I am more than ok paying the invoices, but it is the part that you close my account when this occurs with out any warnings that bothers me!

[GatorWesley]

Hello,

As long as the invoices are paid within the 10 day grace period, your billing account will not be suspended and your invoices will be generated on a monthly basis.

As far as the late fee goes, your 6/23 invoice was not paid until 7/08. That invoice was available for payment, but was not paid on time so a late fee was issued.

If you are unable to make a payment within the 10 day grace period in the future, be sure to either email sales@hostgator.com or contact our live chat when a late payment is made so we can make sure your billing account is not suspended.

I will admit, Modernbill isn't the best system for accepting late payments, which is why we are in development of our own custom billing system to fix problems like this as well as others in the future.