Web Hosting Forum | Lunarpages

Specialized Hosting Needs and Services => Reseller Web Hosting at Lunarpages => Topic started by: trianglesites on August 30, 2006, 05:05:47 PM



Title: anyone having problems with billing?
Post by: trianglesites on August 30, 2006, 05:05:47 PM
I've been having problems with my reseller accounts being billed wrong now that their 1 yr mark has hit.  Well, also a new account that was created under my reseller umbrella was billed wrong last month and they had to fix that - took too long IMO.   Anyone else having this problem? 

Now I'm disputing another bill again - no reseller discount - $96 for two accounts (I might be able to comprehend them charging my original base account at that rate), but two accounts at that rate in the last bill.  I have asked for an explanation.  I mean, c'mon.  Will I be disputing from here on out EVERY time a new account is created or one comes due for renewal? 

Now, I only charge my clients $96/yr for hosting.  I am in the design businss and offer hosting as a convenience for them AND me and when I am charged what I'm charging it gets to be a big hassle to have to recitify this EVERY TIME.

Anyone else experiencing a similar issue?  The billing dept can take weeks to respond.

I'm thinking of just dumping my brood elsewhere and giving up on the reseller plan before I sign up any more accounts. 

-Sarah


Title: Re: anyone having problems with billing?
Post by: Tracie on August 30, 2006, 05:24:37 PM
Sarah,

If you're being billed incorrectly, let me know what your ticket # is and I'll have someone look into this asap.


Title: Re: anyone having problems with billing?
Post by: swg on August 31, 2006, 06:32:51 AM
Had a ticket open for 2 weeks now on a billing issue.  Waiting on a call from billing per a live chat request this morning, we'll see.  This is the reason I moved 30+ accounts from the other hosting company and am thinking about moving the remaining 30....the other hosting company's reseller billing is a total joke BUT they have a dedicated phone line for reseller billing and support, reduced hours though.  Wish I could find a company with both the dedicated reseller lines and no billing issues, or ones that don't take 2 weeks to get a response.

Get your act together Lunarpages Reseller or you'll be losing the ones that are bringing you even more business!!!


Title: Me!
Post by: songdancer on December 10, 2006, 12:27:52 PM
I found this thread when I was searching for billing problems.   This is my 1st renewal, and the bill came in wrong.  They charged everything 2 weeks before the renewal date. 

My "free domain for life with hosting plan" hit my credit card for an additional $14.95 beyond the hosting costs.   And the monthly rate for hosting was higher than what is on the lunarpages home page. 

I'll see how long it takes to get a response, as I just replied to the bill I received via email.   Their bill said "contact us"--but didn't list a preferred way (reply mail, phone number, or other way).

Or do I need to open up a support ticket instead?



Title: Re: anyone having problems with billing?
Post by: Lupine1647 on December 10, 2006, 12:48:44 PM
Hello songdancer:

Replying to the bill will create a ticket with our billing department. All hosting packages are renewed 2 weeks before they are initially due to resolve any billing issues before the contract is up.

The free domain name or life is only available on our 12 month and 24 month billing terms and each billing term has a different monthly billing rate.

However, the billing department will look into the issue as soon as possible.


Title: Re: anyone having problems with billing?
Post by: GMTurner on December 10, 2006, 01:56:50 PM
Remember you need to specify to billing which domain (even if you only have 1) you want to be the "free" registration in order for that credit to be there... also the 6.95 rate is only with 24 month plans... if you stick with a 12 month plan it is still 7.95... and also remember billing isn't open on the weekends (I believe) so it will probably be sometime on Monday (after 7AM PST) before they are able to get back to you...


Title: Re: anyone having problems with billing?
Post by: dlovrien on December 13, 2006, 03:46:26 PM
Please let us lurkers know if you all were able to get things straightened out. 

I am considering the reseller plan and need to know if it's going to be a rough ride billing-wise.

Thanks!


Title: Requested update...
Post by: songdancer on January 16, 2007, 06:28:38 PM
Got a very nice email back, after replying to the billing email.   They said that I did need to contact them to get the domain name added as my free one--but that was no problem.   Since it was registered as the free one when signing up for hosting (and is the only domain that is at lunar pages)--this appears to be a glitch.   But one that is easily fixable.   

So, after signing up, I'd suggest contacting to make sure that your domain name is indeed listed as your free one, even if you signed up for both all in one step (like I did). 

I found Lunar Pages support to be easy to deal with, friendly, and helpful.   

One thing that I really wanted to mention.   When dealing with Lunar Pages via email, I felt like I was getting a real response from a real person.  Lately, when dealing with email support from very large corporations, it seems like they skimmed my email and sent out the "nearest" canned email that was available.  Usually their emailed response doesn't answer my question at all!   So the emails go back and forth, with no real answers.   With Lunar Pages, my email was actually read and the question I asked was actually answered. 





Title: Re: anyone having problems with billing?
Post by: RandyT on January 16, 2007, 06:52:43 PM
Thanks songdancer for the kind words for our support team  :thumb: It is much appreciated.

Glad they got you sorted out in a positive manner  :yey:

RandyT


Title: Re: anyone having problems with billing?
Post by: Tracie on January 19, 2007, 08:47:39 AM
Thank you for the kind words, songdancer!


Title: Re: anyone having problems with billing?
Post by: songdancer on February 14, 2008, 09:46:35 AM
Update: 

2nd renewal--same problem.  Had to convince customer service person that I indeed had a free domain with hosting, as they said that special didn't begin until 1 year ago, so therefore I couldn't have had it.   Each year I get back an email saying that yes I do get a free domain...so not sure what is going on there.   Each year they have said that I will need to specify which domain I want for free (only ever signed up for 1--so I am not sure why this would be confusing?).  So now there were 2 years with $14.95 hosting fees charged to the account.  (Even though current domain pricing is $9.95, I was getting charged $14.95.) 

CS rep finally looked into account notes and said that it was noted there that account did have free domain--but that for some reason they never changed the billing information.  And that during renewal I was getting charged the domain rate that was current at time of original sign up.  But at least this time they did credit back the 2 years of domain name fees that had been added. 

So, while the CS was polite and I (hope) that we ultimately have this fixed, I am rather frustrated that what should have been automatic has taken 2 years to fix.  I am also frustrated that account pricing isn't automatically adjusted to reflect current rates--from $14.95 to $9.95 per domain.  I have about 70 domains, and this has been holding me back from moving any of them here, because it looked like I was going to get charged more than others and because if I had to adjust 70 billing errors anytime there is a price change, then that is way too time consuming.





Title: Re: anyone having problems with billing?
Post by: qf-design on May 20, 2008, 12:23:00 PM
well, I am having such problems and i am suffering several suspensions ....

their main problem is that they don't have marking for what account they are billing . and most of the times they just charge you  for number of accounts  .. even if you are really confused about the renewal dates...

 :9:


Title: Re: anyone having problems with billing?
Post by: krkalaf on September 05, 2008, 07:21:31 AM
I'm having terrible problems keeping track.
They keep billing me for more accounts than I have.
Dates don't coorespond...ectect :(


Title: Re: anyone having problems with billing?
Post by: Kinpolmo on October 21, 2008, 09:13:48 AM
I'd suggest you all note down everything in order of what's going on and call and not settle for anything less than having it fixed while your on phone, or live chat, or something.