Afrihost - Cant update card details via clienthost :(

[jvk]

Hi

My card expires or expired already, i updated my card details to the new card on my app last month
now i see i'm getting email to update my card details again looks like the changes i made via the app last month didnt take ?

Anyway i logged on now via chrome to clienthost and updated my card details, it takes me to some third party payment gateway site that then bombs me out of clientzone - i try again and it seems to take.

i go into my billing only to see my old card details - its impossible to update my card grrrr

can someone please assist - its been two months now and for some reason clientzone doesnt keep my new card details

 

[AfriNatic]

Hi

My card expires or expired already, i updated my card details to the new card on my app last month
now i see i'm getting email to update my card details again looks like the changes i made via the app last month didnt take ?

Anyway i logged on now via chrome to clienthost and updated my card details, it takes me to some third party payment gateway site that then bombs me out of clientzone - i try again and it seems to take.

i go into my billing only to see my old card details - its impossible to update my card grrrr

can someone please assist - its been two months now and for some reason clientzone doesnt keep my new card details

Hi,

When updating payment details we need to reserve R1 on your card to make sure the card details are valid. Once that has been done the card will be added.

When you click to remove your old card a prompt will come up asking you to move all your services to the new payment method. If you do then the old card will be deleted. I can try to assist but from our side we do not have access to clients payment details at all for security reasons.

If you are still struggling you can send me your clientzone so I can investigate and advise the best way forward.

 

[jvk]

Hi AfriNatic

I'll send you a pm shortly but yeah i did go through the R1 reserve twice and last month as well but it still keeps my old details.

 

[jvk]

@AfriNatic i've sent you a pm, really hoping you can help me.
i had an email from Swathi on Sep 24th confirming all my products have been linked to the new card but this isnt the case. i get an email/sms every month saying my account is in arrears

i usually go in manually and then pay with the same card, i really dont think its fair to keep doing this especially since i've done everything on my side to make sure my details have been updated.

unfortunately if it doesnt go off my card this month, i'm going to have to cancel my account - i've been a loyal client for many many years now and this just isnt getting resolved - i can only imagine what my credit score looks like now with this account always being in arrears

 

[Dan C]

Same problem here. Had to EFT payments.

 

[AfriNatic]

@AfriNatic i've sent you a pm, really hoping you can help me.
i had an email from Swathi on Sep 24th confirming all my products have been linked to the new card but this isnt the case. i get an email/sms every month saying my account is in arrears

i usually go in manually and then pay with the same card, i really dont think its fair to keep doing this especially since i've done everything on my side to make sure my details have been updated.

unfortunately if it doesnt go off my card this month, i'm going to have to cancel my account - i've been a loyal client for many many years now and this just isnt getting resolved - i can only imagine what my credit score looks like now with this account always being in arrears

Hi,

Thank you for reaching out to me. I have sent an escalation to an accounts supervisor to assist with this as only account supervisors can make payment changes on behalf of the client.

Once I get feedback from them I will revert back.

 

[Former member 61586]

Such a simple thing that cannot be sorted out. From a company in the IT space. Like Websquad that don't accept the uploading of pdf files, only JPEG.

 

[AfriNatic]

Such a simple thing that cannot be sorted out. From a company in the IT space. Like Websquad that don't accept the uploading of pdf files, only JPEG.

As support agents we don't not have access to the clients banking details or card details and we can not make any changes even if the client gives us their consent. This is a security risk. Only account managers can access a clients payment details and make changes on behalf of a client.

This increases the security of our clients payment details but can cause some delays when these changes need to happen.

 

[Former member 61586]

As support agents we don't not have access to the clients banking details or card details and we can not make any changes even if the client gives us their consent. This is a security risk. Only account managers can access a clients payment details and make changes on behalf of a client.

This increases the security of our clients payment details but can cause some delays when these changes need to happen.

with due respect you are being disingenuous now. the problem is your system that cannot make a simple change and has nothing to do with security or the account manager. why not just own your fckup instead of trying to bullsht your way out of it?

 

[AfriNatic]

with due respect you are being disingenuous now. the problem is your system that cannot make a simple change and has nothing to do with security or the account manager. why not just own your fckup instead of trying to bullsht your way out of it?

We have all the systems in place for clients to make changes in clientzone. If something goes wrong then that is what I was referring to in my post.

 

[Former member 61586]

We have all the systems in place for clients to make changes in clientzone. If something goes wrong then that is what I was referring to in my post.

my apologies then. i misinterpreted your response.

 

[scienide]

I changed mine also and what felt impossible, was actually easy.

They reserve R1.
Log onto banking a few days later and there is a code at the end of the transaction.

Put that code in and it gets activated.

 

[jvk]

@AfriNatic please can you assist me again, i got a call to from a family member to say the adsl isnt working. i log in to the app and to my surprise see a unpaid amount - i promptly pay it as i assume the debit didnt come off again

i check my bank account and i see i was debited on the 2nd of March so not sure where the extra charge came from and why my account (adsl) stopped working ?

Please can assist to see whats going on with this account, i dont understand 1st of all why my account was charged twice (and showing as overdue as well) while the the debit order went off on the 2nd. Also i just heard back from my family member and the account is still not working even after i've paid it.