2 days later I receive a payment past due notice. I replied saying I paid this. Cheryl H sends me an email stating they never received it and to go to the online invoice and try again. She also stated that my last payment went to firstname.lastname@example.org which isn't their paypal account. I wasn't going to argue the fact that I didn't input any email address and just clicked their paypal checkout button that autopopulates all this information.
So I pay again figuring the previous transaction didn't go through and I can cancel or something. The transaction process that I go through is exactly the same as what I did before and again the payment goes to email@example.com. This time they receive it even though it went to the same address. Ok no big deal but what happened to the first payment?
They don't know and keep asking me for a transaction number which I only received one ASO email with a transaction number as only one payment goes through. I'll skip the long explanation but about 5 emails later and multiple representatives picking up this thread they can't refund my money. At this point it's not worth the 2.83 but i'm a little frustrated that they cant see it on their end so I sent an email that I can open a dispute with Paypal but that it would probably not be the best thing to do since it would be a negative for ASO when really we both are in an agreement that I deserve that money back...just no one can find it. Hence the need for Paypal to get involved.
I receive another email asking for transaction numbers which I only have one. I tell them I'm done dealing with this i'm going open a dispute and get Paypal involved.
After I get Paypal involved Cheryl H sends an email asking for the Paypal Transaction numbers. All this time she was wanting the paypal information and not the ASO information contained in their email....why didn't she say this in the first place. I originally sent both Paypal receipts so I naturally thought they HAVE all the paypal information. So now that we are communicating effectively now and it looks like a wrap...then the hammer drops.
Now because I opened a dispute with Paypal I guess it's ASO's policy to take down your services completely to get you to contact billing. This is wrong on sooo many levels.
1) The dispute might actually be ASO's fault and in this case it is as their invoice process malfunctioned or is misconfigured as payment was made through their gateway.
2) A dispute should not warrant loss of service. Thats kind of like being held at gunpoint to cooperate and we'll hold your website as hostage until you do. If that is not a strong arm tactic I don't know what one is.
3) I was just setting up reseller service so I can turn more of my clients on to your service...I promptly paid twice and this is the thanks I get!!!!
I'm done. I hate the thought of moving my sites as I just did that. I thought I had found a good service provider and this is how they treat you. I now have spent the better part of my day dealing with this for a lousy $2.83 that I paid twice!
Thanks ASO. I will cut and paste this experience into as many forums as I find that tout your customer service wonders!
Edited by cjgrego, 20 March 2012 - 03:46 PM.