Servermatrix accounting sucks big time!!!
 

I'm pretty much pissed off.
The situation is like this: I had three 20Mbit unmetered servers at Servermatrix for a few months, the servers were fine and tech support was pretty fast, but since I later didn't need them all, I have canceled one of them effective from 03/01/2005 and second from 04/01/2005, both cancelations were confirmed by tickets in their system and everything seemed to be OK.
Well, everything could be OK, if in the meantime while I was actively using the servers, haven't requested an IP address change for some reasons. This IP change somehow messed up their accounting system and the second server was billed again on 04/01/2005 at the date from which it should be already canceled (and the server is active). Well, OK, I have opened an accounting ticket two weeks ago explaing all the stuff and hoping it will be solved within a short period of time and the money will be credited to me or against my account, as I already have that one last server active. After one week when I got no response from them, although I have seen that the ticket was read a number of times by them (last updated time was updated at least 4 or 5 times), I became nervous and opened another ticket because they have even made the original ticket "READ ONLY", though it remained open. I still had no reply in both original and the new ticket for another few days... Then a few days ago they responded to the new ticket, but I felt like I have to kick someone's ass when I read the response.
Here's what they have answered:

We're sorry the delay. In regards to your cancellation request for server xxxxxx01 xxx.xxx.xxx.xxx this server was removed from your 3/1/2005 billing. See ticket 562877PLNT.

Also the only servers your being billed are:
xxxxxx01 yyy.yyy.yyy.yyy
xxxxxx02 zzz.zzz.zzz.zzz

(I've censored the IPs and actual names of course :-)

So in short, what they say, is that the server xxxxxx01 was canceled and removed from billing, but in another sentence they also say that the same server xxxxxx01 is still beeing billed!! WTF is this? Are these people really so dumb or what??

Also, in my original ticket I have noted that I had 3 servers from them and two of them were SUCCESSFULLY canceled according to the canceling tickets, so how can I have two servers with active billing? I order 3 server, cancel 2 of them and still have 2 remaining? Someone has probably missed at math class.

Anyway, I have replied to the ticket immediately after they have responded (it was on friday) and I still have no response from them.

I think that they should either fire their accounting staff and hire new or add more people if they can't handle things quickly. Two weeks is damn long time for a simple thing like this!
If their tech support is able to answer within a few minutes' time, how come their accounting department is so fucking slow?

And of course if I won't cancel the canceled server until 04/24/2005, they will bill it once again on the next billing date. I really don't want to cancel it because I have canceled it once, but I also don't want them to charge me again...

FUCK Servermatrix :321GFY

Yeah, their accounting department sucks ass, a couple of months ago they had a problem where they didnt bill anyone for like 2 months in a row and then billed all the servers on one day...

I've got one of my servers there too and am having fun at the moment. I had a 'card declined' message. When I login to check details they'd made my surname the same as my first name, my country of residence was wrong, my card was listed as Amex when it should be VISA and the expiry date was wrong.

How they've managed to bill in the past with that info is beyond me. I've changed it now - I just hope their system can sort it out in the stupidly short 5 days they say I have before the plug's pulled.

Well it looks like their accounting department has some serious issues...
However with their tech support I only have positive experience, so I really don't know why they allow the accounting to hurt their image...

their accounting dept has always been fucked up.

change hosts, seriously.

bump for one angry webmaster :upsidedow

Well after I have explained them that 3-2=1 and not 2, they have finally accepted that I'm right and will hopefully return the money they have charged extra with the last invoice...

It's possible their accounting dept was backed up from SLA claims due to their downtime. They took longer than promised to process mine.

Apart from the downtime servermatrix/theplanet seems to be a good solid host, but their response to tickets is definitely lacking... one time I had to resort to FAXING them to get them to respond...