Plan, billing, and support issues

dman

dman

Perch
Hello,

I purchased a lite reseller plan in December. I went through the setup and configuration in HSphere. I added my plans and starting adding domains. After this I have had nothing but problems. With my other HSphere reseller plan at another host, the CP quota did not include the admin and service domains but I guess they do here. So when I added CPs for domains 8 and up (including my admin and service domain) I was invisibly charged $6 for each one. I also added 3, then deleted them and I was charged for these as deleted CPs. If I had not seen the extra charge on my credit card I would have had no idea that there was a problem. Why is there no warning or notice that I am adding more than my quota and will be charged?

Secondly, I have emailed, called, live chatted with billing and support to figure out why this happened. I have requested a credit 4 times. On the 4 time I received and $18 dollar credit and still no explanation why it happened and why I did not get a notice about the extra charge in the CP. I have removed the extra CPs but I still am out an extra $18.

The worse part is, after running into this issue I never transfered any of my domains to Jodohost. I've been paying for this plan but scared to transfer any of my domains since I can't get my support and billing needs met. I guess I should have canceled back in January.

Is this just what I get for being on the $17 a month plan? Why are my billing refund requests being ignored? Why doesn't the CP notify me if I am doing something that will charge me extra? Why am I getting conflicting information about how many CPs I get?

Now my CP is running super slow and can barely loads pages. I read great things about Jodohost on webhostingtalk.com and others but unfortunately, my experience thus far has been terrible. It's looking like I wasted my time and money here and was overcharged on top of it all.
 
dman,

With hsphere admin and service plans have been included in panels at EVERY host there is, it is because up till 3.0(which is still beta) it is the way things work.
Just as a little note its been discussed a few times:
http://support.jodohost.com/reselle...s-10-accounts-max-but.html?highlight=litehost
the reason is that each one uses a license, and costs us as well, and as I said this happens up until 3.0 that finally gets a all in one reseller user that does not utilize 3 licenses just for the reseller.


As for the charges, the system gives you an overview from the reseller panel at the main user, go to billing, Reseller Price, and billing, Online price, and you will get a look at what is available and what is being charged as well.

the billing department has in fact replied to you, and I saw some big corrections to be made in the replied regarding spelling and grammar, but otherwise the accounts were charged as that is the way it works.


we have been working on the CP for some time, and likley will be moving the CP Database to its own server in the near future so the CP and CP DB no longer have to fight over resources. Most of the issues happen between midnight at 5am when some very intensive cron jobs run that perform traffic calculations and billing operations, without them running there would be no billing or quotas, etc.

Basically we could make it give you a notice in the CP, but it would also result in many small transactions to the credit card processor becuase of the way yhe credit limit setting works in hsphere, it would charge for each extra transaction, this gets quite costs to providers if each $2.00, $1.00 is charged at a set transaction + % fee, the best way to monitor it is via the billing control panel as mentioned before, it will give you a summary before the charges hit the monthly billing date of what is coming.
 
Hey Stephen,

OK, I understand that the admin and service CPs are counted and the reason I probably didn't have this issue at my other host is because I've never reached my CP quota on their system. But when I asked for help on correcting and understanding this I got mixed information. I also think it is scary that as a reseller I can do things that could cost me a lot of money without any warning. It is a pain to have to login to my reseller CP just to check the billing anytime I make a change. Shouldn't it tell me if I'm doing something that costs extra? It does for my clients? And, it does it before it charges them. Can't it tell me before it tries to authorize a tranasaction saving the many small transactions? It just seems that it's like a shopping cart that charges you before you check out.

Also, I did get a response from 2 out of 4 billing support requests but two have gone unanswered completely. I sent one in on Friday with a CC to [email protected] and have not gotten a response. My problem with these charges are two fold.

1. There are four charges for deleted accounts. I deleted these when I realized I could put them under another CP.
2. Because of my confusion with the CP quota I left the other two on there. I have removed them now and believe I only have 7 CPs including my admin and service accounts.

So, the question remains, why did I only get $18 back. Shouldn't I have gotten $24 back for all the deleted accounts at least? And, shouldn't I get the full $36 back since I was confused, did not understand this extra charge, and did not even know it was being added? Again, I was just trying to set up my account when this happened, I have not used any of these accounts and only yesterday moved a new domain over. If there was some charge to Jodohsot for the license I could understand but I'd still be a bit confused about the 4 charges for deleted accounts.

Can you verify that I am using my quota now and not still over? Thanks!
 
I spoke with billing some time ago about this, and they said they will 1. check it again. and 2. it was about VPS quota that caused the issue.

I am NOT in billing and really do not answer questions regarding it(yes i saw it on helpline), however I work to get in touch with those that can better assist you, and am working on that now.
 
Dman,

Please do as suggeted in Billing reply. After deleting the additional CP, if you do not see the refund, inform Billing.
 
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