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 Post subject: need to improve billing-
PostPosted: Fri Apr 09, 2010 11:24 am 
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Clients

Joined: Fri Apr 09, 2010 11:19 am
Posts: 2
This company does not have notice when automatic billing fails. They just suspend your account, and customer service does not respond.



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 Post subject: Re: need to improve billing-
PostPosted: Thu Mar 31, 2011 5:07 am 
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Sprintserve Staff
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Joined: Mon Jan 13, 2003 10:51 am
Posts: 128
Hi Jvuong

Billing notices are sent automatically by the billing system 5 days before it is due to be charged. When it is charged, whether successfully or not, another notice is sent. We do not automatically suspend and typically allow clients even up to a couple of weeks to make good on the payment. During this period, the card on file is charged again every Monday if it continues to fail. The outcome of each of these charges are also sent in an email. Due to the large number of emails sent, clients are advised to keep their email on file current, or to make sure they have a valid credit card in the system.

We also manually open tickets in the system prior to suspension and resend the overdue notice 3 times before suspension.

We believe there's adequate notice given prior to any suspension. With the way email spam filters works nowadays, it is possible that these notices may not reach their intended target. But we do take all effort to send as many notices as possible and it is not true that we do not provide any notice.

Billing unfortunately is not 24/7 and this is common in most organisation as it tends not to be a time sensitive nature unlike technical support which does operate 24/7 and typically will provide a response within minutes.

We hope this explains.


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