Billing issues, zero support!

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shiv179

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Hi there

I had changed my credit card details on 30 March via the Afrihost app.
I had deleted the old card.
The new card shows under Payment Methods in the app.
On the new card, R1 was deducted by Afrihost, it was probably a test to confirm if the card details are valid.

On 1 April I get an email saying that payment has failed.
In the email, it mentions the old card details!
I was concerned about this, as future payments may also fail.

I had sent TWO emails to [email protected] about this issue, one on the 1 April and the other this morning.
There has been NO response!
I logged on to ClientZone today, Live Chat is offline.

When I go to Settle My Account in ClientZone, it says that my card details are invalid.
I then tried Resubmit & Update Your Payment Details, the old card is still shown!

WHY are my old card details still being used?

I just got an email about Suspension of Account.

PLEASE assist me as I am very disappointed in the service received.
Usually your service is great, but not this time.

Regards
Shivan
 
shiv179 said:
Hi there

I had changed my credit card details on 30 March via the Afrihost app.
I had deleted the old card.
The new card shows under Payment Methods in the app.
On the new card, R1 was deducted by Afrihost, it was probably a test to confirm if the card details are valid.

On 1 April I get an email saying that payment has failed.
In the email, it mentions the old card details!
I was concerned about this, as future payments may also fail.

I had sent TWO emails to [email protected] about this issue, one on the 1 April and the other this morning.
There has been NO response!
I logged on to ClientZone today, Live Chat is offline.

When I go to Settle My Account in ClientZone, it says that my card details are invalid.
I then tried Resubmit & Update Your Payment Details, the old card is still shown!

WHY are my old card details still being used?

I just got an email about Suspension of Account.

PLEASE assist me as I am very disappointed in the service received.
Usually your service is great, but not this time.

Regards
Shivan
Click to expand...

I had the same issue, apparently if you updated the card details after the 20 something of March it will still attempt to use the old details.

I updated my card in Feb and it still failed, so pinch of salt and all that, their support sucks. I suggest just manually paying for the account, there should be a option somewhere on the client zone and see what happens next month.
 
shiv179 said:
Hi there

I had changed my credit card details on 30 March via the Afrihost app.
I had deleted the old card.
The new card shows under Payment Methods in the app.
On the new card, R1 was deducted by Afrihost, it was probably a test to confirm if the card details are valid.

On 1 April I get an email saying that payment has failed.
In the email, it mentions the old card details!
I was concerned about this, as future payments may also fail.

I had sent TWO emails to [email protected] about this issue, one on the 1 April and the other this morning.
There has been NO response!
I logged on to ClientZone today, Live Chat is offline.

When I go to Settle My Account in ClientZone, it says that my card details are invalid.
I then tried Resubmit & Update Your Payment Details, the old card is still shown!

WHY are my old card details still being used?

I just got an email about Suspension of Account.

PLEASE assist me as I am very disappointed in the service received.
Usually your service is great, but not this time.

Regards
Shivan
Click to expand...

Hi Shivan

We start generating our billing from the 23rd, so by the 30th the billing is generated and ready for loading with the bank and payment carriers. We simply can't accomodate changes made as late as the 30th.

Unfortunately we would use the billing information we had from the 23rd and then amend billing for the next billing run.

You should be able to resubmit your billing in ClientZone against the new payment method, but if you've having hassles, please PM me so I can get this sorted for you ASAP :(
 
Scooby_Doo said:
I had the same issue, apparently if you updated the card details after the 20 something of March it will still attempt to use the old details.

I updated my card in Feb and it still failed, so pinch of salt and all that, their support sucks. I suggest just manually paying for the account, there should be a option somewhere on the client zone and see what happens next month.
Click to expand...

It would be anytime on or after the 23rd (this is also why we don't accept cancellations during that period as well).

It's not a support issue, this is purely becuase of the amount of billing we have to generate each month.
 
Scooby_Doo said:
I had the same issue, apparently if you updated the card details after the 20 something of March it will still attempt to use the old details.

I updated my card in Feb and it still failed, so pinch of salt and all that, their support sucks. I suggest just manually paying for the account, there should be a option somewhere on the client zone and see what happens next month.
Click to expand...

Thanks for the feedback Scooby_Doo
 
AfriMan said:
Hi Shivan

We start generating our billing from the 23rd, so by the 30th the billing is generated and ready for loading with the bank and payment carriers. We simply can't accomodate changes made as late as the 30th.

Unfortunately we would use the billing information we had from the 23rd and then amend billing for the next billing run.

You should be able to resubmit your billing in ClientZone against the new payment method, but if you've having hassles, please PM me so I can get this sorted for you ASAP :(
Click to expand...

Thanks for the reply AfriMan.
I will try updating the details tonight and resubmit the payment.

I have 2 questions:

1) How about updating the app to show some sort of message regarding the billing dates and possible failure when changing card details?
This issue must occur more often than you think.

2) Why were my support emails not answered?
Not even an acknowledgement.
 
shiv179 said:
Thanks for the reply AfriMan.
I will try updating the details tonight and resubmit the payment.

I have 2 questions:

1) How about updating the app to show some sort of message regarding the billing dates and possible failure when changing card details?
This issue must occur more often than you think.

2) Why were my support emails not answered?
Not even an acknowledgement.
Click to expand...

That's definitely a good suggestion - will pass that on :)

I can't say as to why the tickets weren't answered. Straight after billing run our ticket load increases exponentially, and it takes a few days to recover - even though we are all hands on deck. I'm sure you would have received a reply shortly, but since we've figured it out, I can request the ticket be closed if you give me the reference.
 
AfriMan said:
That's definitely a good suggestion - will pass that on :)

I can't say as to why the tickets weren't answered. Straight after billing run our ticket load increases exponentially, and it takes a few days to recover - even though we are all hands on deck. I'm sure you would have received a reply shortly, but since we've figured it out, I can request the ticket be closed if you give me the reference.
Click to expand...

I did not receive any reply for my emails, hence no ticket numbers.

I have tried to resubmit the new details - absolute failure!

1) I tried via the Afrihost app first.
I went to Settle My Account -> selected my new card -> proceed to pay.
I get an error: "Oops an error occurred! This feature has been temporarily disabled"
FAIL

2) I tried via ClientZone.
I went to Settle My Account -> Resubmit & Update Your Payment Details -> updated card details -> submit.
I was then redirected to 3D secure site -> enter OTP -> submit.
R1 came off my credit card.
I am then redirected to https://clientzone.afrihost.com/en/my-billing/account/resubmit/credit-card-success with the following message:
"Oops! An Error Occurred
Something went wrong
If this problem persists please call us on 011 612 7200"
I tried this 3 times, same result.
TRIPLE FAIL

I have done what I could possibly do to resolve this issue!
If I receive another email about suspension of services... :mad:
 
Last edited:
shiv179 said:
I did not receive any reply for my emails, hence no ticket numbers.

I have tried to resubmit the new details - absolute failure!

1) I tried via the Afrihost app first.
I went to Settle My Account -> selected my new card -> proceed to pay.
I get an error: "Oops an error occurred! This feature has been temporarily disabled"
FAIL

2) I tried via ClientZone.
I went to Settle My Account -> Resubmit & Update Your Payment Details -> updated card details -> submit.
I was then redirected to 3D secure site -> enter OTP -> submit.
R1 came off my credit card.
I am then redirected to https://clientzone.afrihost.com/en/my-billing/account/resubmit/credit-card-success with the following message:
"Oops! An Error Occurred
Something went wrong
If this problem persists please call us on 011 612 7200"
I tried this 3 times, same result.
TRIPLE FAIL

I have done what I could possibly do to resolve this issue!
If I receive another email about suspension of services... :mad:
Click to expand...

Best to PM me so I can check that everything is resolved
 
Carl had responded to my tickets.
He guided me through the once off payment process.
The payment went through successfully.
My account is now in good order.

He had also mentioned that my new credit card details will be used going forward.

Thank you for your assistance.

PLEASE find a better way of dealing with credit card changes during a billing cycle :)

Regards
Shivan
 
shiv179 said:
Carl had responded to my tickets.
He guided me through the once off payment process.
The payment went through successfully.
My account is now in good order.

He had also mentioned that my new credit card details will be used going forward.

Thank you for your assistance.

PLEASE find a better way of dealing with credit card changes during a billing cycle :)

Regards
Shivan
Click to expand...

Glad to hear you managed to get things resolved. :) Please let us know if we can help with anything in the future.
 
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