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Review / Warning about NationVoice.com
| Posted by driver_nz, 11-10-2007, 04:17 AM |
| I will start off by saying that I am not posting here in the hopes of resolving any issues with nationvoice.com but to warn others about some rather dodgy dealings going on within nationvoice.com.
My subscription started with nationvoice December 2006 where I opted to pay semi-annually for a ventrilo server. My account was charged 4 times without my consent for US$113.35 each time between February and April. I picked up on one of the incorrect payments in April where I submitted a ticket and was subsequently promised a credit towards my next account. (see copy of the ticket below)
Submitted: 2007-04-21 21:56:19
Action: Ticket Reply
By: NationVoice Staff Thank You for bringing this to our attention. I am going to escalate this ticket to our billing department for proper review, As well I am placing a temporary credit on your account for your next invoice due. This credit will stay in place as a credit toward your next month. Our billing department as well in the event of a double charge will credit that back to your account.
As always, the support team at NationVoice always strives to make our customers experience the best possible. You can always be particular we are here to assist you, and as always we stand behind our response time of 30 minutes or less on all support tickets. Thats the Nation Voice way !
If you have any other questions or concerns in the future, please do not hesitate to contact our support department for assistance.
-Don C.
NationVoice Support Team
www.nationvoice.com
When my account was due in June, another payment went through on my credit card. At this point in time I had also requested to downgrade my server but was still charged for the larger number of slots. A refund was subsequently issued, however the correct amount was then charged! They did not seem to understand or be willing to live up to their promise of crediting my account. At this point I reviewed my records to discover the 4 fraudulent payments on my credit card, all for the same amount with no obvious pattern between payments. I reported this issue on the 26th of June. I spent months submitting tickets trying to get them to look into this issue and to refund the fraudulent payments. I should add at this point that over the next 3 months I called nationvoice at a number provided by Don over a dozen times leaving multiple messages none of which were returned. I made several attempts to meet with them on my vent server but they never showed up to discuss the matter.
On the 21st of September I finally had some success, yes 3 months later!! They had refunded 2 of the fraudulent payments and promised to waive my next bill. (see the paypal comment below)
Amount: $113.35 USD
Transaction ID: (removed)
Subject: Refund(s) Pending
Note: Chris,
This is only a partial refund. We will have to seperate these refunds to match the amounts charged. So far, we have 2 charges of 113.35 totaling 226.35 USD, as well your next invoice has been waived and your account will not be charged for your next term.
Again I apoligize for the tardiness here. My workload has been somewhat extreme as of late
Thank You
Daniel Jones
NationVoice.com
Some success but only half of the fraudulent payments! I immediately submitted a ticket providing dates of the fraudulent transactions and asked if they could check their records again and requested that the "waived invoice" be credited to my paypal account as I did not trust their promises of "waived invoices".
Over the next 2 months I kept getting ticket responses stating they will look into it, or putting it off by saying that "Daniel is currently on holiday" so I waited until he was supposed to return and a week after that I queried again but got the response, "on assignment in Toronto". By this stage I was getting very impatient with the lack of service. I pleaded with them to get somebody else to look at the case and to resolve it once and for all, but after a while they just stopped responding to my tickets and closing them off with no comment.
One response from Craig showed that they had clearly not investigated the case properly, not only that but the arrogance to say that it was my fault when I had nothing to do the them processing 4 fraudulent payments!!
Submitted: 2007-11-05 09:57:40
Action: Ticket Closed
By: NationVoice Staff Chris,
Don is not currently in the office this week however I can say your refunds have already been issued. We cannot credit you free service for an issue caused by something outside of our control or essentially something done by your own hands. This issue was resolved on the 27th of September in which you were refunded not once but TWICE.
As always, the support team at NationVoice always strives to make our customers experience the best possible. You can always be particular we are here to assist you, and as always we stand behind our response time of 30 minutes or less on all support tickets. Thats the Nation Voice way !
If you have any other questions or concerns in the future, please do not hesitate to contact our support department for assistance.
Kind Regards,
NationVoice Support Team!
I then explained to Craig the situation again but he seemed adamant nothing was wrong.
Submitted: 2007-11-09 21:50:40
Action: Ticket Closed
By: NationVoice Staff Chris,
Again as said many weeks ago, your refunds were sent. There is nothing left to discuss let alone no reason for you to continue to open support tickets. Our support department works very hard around the clock and does not need to deal with the thousands of support tickets you have submitted post your issue being resolved. If this continues I'm sorry to say but your support access privileges will be suspended.
As always, the support team at NationVoice always strives to make our customers experience the best possible. You can always be particular we are here to assist you, and as always we stand behind our response time of 30 minutes or less on all support tickets. Thats the Nation Voice way !
If you have any other questions or concerns in the future, please do not hesitate to contact our support department for assistance.
Kind Regards,
NationVoice Support Team!
The excuse given was that my account was "hacked". The four fraudulent payments were all for the same amount US$113.35, no notification of account upgrade/degrade was sent to me by nationvoice at any stage other than the downgrade I authorised, further to that nationvoice.com did not issue any invoices at all to me for these fraudulent payments. This leads me to believe that it was a billing error and not a case of being "hacked" simply because any what they would have seen as "legitimate" activity on my account would have sent a notification to my email.
At this point I requested my account to be terminated with them and for the promised "waived invoice" which was promised by Daniel to be refunded to my paypal account. My account was marked for deletion within half an hour but there was no comment on the refund for the "waived invoice". I submitted another ticket querying this only to have my support ticket privileges removed and no comment what so ever given.
As I said at the start I am not hoping to draw this out publicly in the hopes of a resolution, it is my belief that nationvoice.com are not interested anyway.
To all those considering nationvoice as your vent server provider, take care in your decision and realise that they their support is lacking and they seem to have trouble living up to their promises. There also appears to be some trouble in their billing department as I have seen a few posts where people have had similar issues.
I realise that I should have picked up on the overcharges sooner, had I done they could have been removed by my credit card company, that is not the point though because the charges should not have been made in the first place and they should have been resolved fully and not just half of it. As a result I'm out US$226.70 which cost me over on NZ$300 and a lot of frustration and trouble!
I hope this post will save somebody the frustration and unpleasantness that I have experienced with nationvoice.com
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| Posted by 040Hosting, 11-10-2007, 01:33 PM |
| Driver_nz,
Wow, you do have patience with this issue at hand; i would have been freaked out. A mistake in billing can happen everywhere, but these people do not seem to have their financial in order.
Hope you found a good host to continue you business with.
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| Posted by ldcdc, 11-10-2007, 01:54 PM |
| Truthfully, I would have probably left them quite a while ago. While the issues you've had are not about their actual service but billing related, I would not feel OK with them taking this lax approach. Billing many not be a department that has to act within minutes, but it is dealing with money, and money are always a sensitive thing. Hacking or no hacking, the right thing must be done. Keeping part of the money can't be it.
Best of luck in the future!
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| Posted by Mike Hobgood, 11-12-2007, 10:32 PM |
| From my own knowledge, I know that Don C. is the Owner of NationVoice, and was more than capable to provide you with all of the help you needed.
( In reference to first few responses of his)
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| Posted by Mekhu, 11-13-2007, 08:26 AM |
| Those two paragraphs in the same ticket response gave me a good laugh!
It sounds like you just need to contact Don directly and discuss your outstanding problems.
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| Posted by iHubNet-Matt, 11-13-2007, 10:01 AM |
| second paragraph will be probably a canned reply which they used to add in every ticket. The tech might have forgot what he said on the previous line and copy pasted it.
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| Posted by ldcdc, 11-13-2007, 10:49 AM |
| It looks like it is part of their usual signature. It is also bound to be a bit inappropriate at times - like in this certain occasion.
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| Posted by mjaymob, 11-13-2007, 11:14 AM |
| Dam you really do have some patience, I would have went the @#%$#% off and crazy by that point.. I cant believe they never ended up fixing your payment issues.
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| Posted by driver_nz, 11-26-2007, 01:05 AM |
| As of today the prematurely terminated my vent server for violation of TOS and still made no attempt to rectify or resolve the situation, further showing their lack of commitment to their customers.
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| Posted by eclouds, 11-26-2007, 01:06 AM |
| Company ethics I guess. Sorry to hear about your issues with them.
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| Posted by TimothyH, 11-26-2007, 02:32 AM |
| Wow! You have been really patience. Despite that, they don't return the favor by giving YOUR money back. Really unprofessional. I really liked the part when they threatened to remove your support privileges. I would be so mad if I were you.
Good Luck!
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| Posted by ~ServerPoint~, 11-26-2007, 04:50 AM |
| I have read about them and have to say thet I would agree with you, but this is story from the one side.
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| Posted by Goviphosting, 11-26-2007, 11:49 AM |
| Now that's a pretty nasty experience, but then again why would anyone wanna do something this bad to their customer? I don't think any sensible host who wants to grow in this field would do such thing
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