ACE Internet - the decline continues...

I got an email on Wednesday stating I was over my CAP limit for the month and that I would be charged

Edited by mbriody (Fri 18-Aug-06 11:21:45)

Ace have their own forum now...

http://customers.aceinternet.co.uk/forum/

Do post updates here though as I suspect the Ace forum will be a bit on the biased side and they'll manipulate things a bit

Hi

I've taken a look at your account and it seems the order of events you state here are incorrect.

The overuse email we sent out clearly states:

"If you do not have a current Worldpay agreement in place or in extreme cases, we may also need to suspend your service or request a deposit."

It seems we were notified by Worldpay shortly after the "overuse" email was sent stating the customer had cancelled the Worldpay agreement. This is why your connection has been suspended.

If you wish to call us to discuss, or indeed PM me I will be happy to discuss further with you.

Kind Regards

Steve

Actually my version is correct. I have all emails and dates to prove this.

The timeline is very simple:

Wednesday (10.53 AM) - Warning email received from ACE
Sometime after midnight Wednesday - My internet suspended (no notice, no email, no reason)
Thursday (AM to PM) - tried phoning ACE - no answer
Thursday (13:41) - I cancelled WorldPay
Thursday (14:45) - You send two email (over use warning plus suspension notice)
Friday (AM) - try to phone ACE for 2 hours- no answer

So can you answer the following:

1. Why was my account suspended yesterday (Thurs) morning when I still had a valid WorldPay agreement in place?

2. Why was I not told that you were going to suspend my account on Thursday morning?

3. How come you decided between the one and only email warning on Wednesday PM and Thursday AM that this statement "or in extreme cases, we may also need to suspend your service or request a deposit." was being applied to me?

4. There was never any indication that I would not be willing to pay for the additional downloads. So why the suspension yesterday morning?

Remember I did NOT cancel WorldPay until yesterday PM. This was AFTER you had already suspended my account which occurred sometime between midnight on Wednesday and 6.00 AM on Thursday.

If you reinstate my service I am happy to reinstate my payment agreement but I am not paying for service I am not receiving.

Is this how you treat your business customers too - i.e. cut them off without reason?

Thanks.

Tried registering with them about an hour ago and I'm stilling waiting for the validation email!

In reply to:

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So can you answer the following:

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Certainly...

In reply to:

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1. Why was my account suspended yesterday (Thurs) morning when I still had a valid WorldPay agreement in place?

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It wasn't:

We were notified by Worldpay at 14:41 that you had cancelled the Worldpay agreement. We emailed you at 14.46 that your service would be suspended as a result of this. Your account was then suspended shortly afterwards. If your service was not working beforehand, it must have bene an issue that support would have bene able to deal with. I can certainly see no contact from you yesterday morning.

In reply to:

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2. Why was I not told that you were going to suspend my account on Thursday morning?

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Please see above

In reply to:

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3. How come you decided between the one and only email warning on Wednesday PM and Thursday AM that this statement "or in extreme cases, we may also need to suspend your service or request a deposit." was being applied to me?

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Becuase you cancelled the worldpay agreement within a shortly after we sent out the "overuse" email notifiying you of the charges. The email clearly states "[B}If you do not have a current Worldpay agreement in place[/B} or in extreme cases, we may also need to suspend your service or request a deposit."

In reply to:

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4. There was never any indication that I would not be willing to pay for the additional downloads. So why the suspension yesterday morning?

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Again, it was not until yesterday afternoon. From our point of view, if a customer cancels the payment agreement without warning a few minutes after an email is sent stating they will be charged, there is a high change he/she has taken the action to delay or avoid payment.

In reply to:

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Remember I did NOT cancel WorldPay until yesterday PM. This was AFTER you had already suspended my account which occurred sometime between midnight on Wednesday and 6.00 AM on Thursday.

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See above.

In reply to:

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If you reinstate my service I am happy to reinstate my payment agreement but I am not paying for service I am not receiving.

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You will need to contact us to see what options are currently available to you and see if we can reistate your service.

In reply to:

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Is this how you treat your business customers too - i.e. cut them off without reason?

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Only if there were a similar set of circumstances.

I'm sorry if you feel badly treated, we have not "singled you out" for this treatment. If a custoemer cancels a Worldpay agreement shortly after receiveing notice they wil be charged for overuse, we will take this action to protect our service.

Kind Regards

Don't bother with the re-instatement. The BT business account really does do "exactly what it says on the tin"
Just be aware that they use quarterly billing, which would be a bit of a shock if you're not prepared for a

Edited by deleted (Fri 18-Aug-06 12:40:15)

Once again you deliberately or otherwise miss the point.

My internet stopped working yesterday morning - a few hours after your 'over use' email. If it did happen to 'go down' during this time then this is a hell of a coincidence.

You see no contact from me yesterday because I couldn't get out of your call queue!

FYI I have already paid in advance until the beginning on September.

Contact to sort this out is one of the main issues - I do not have time to wait on phone for hours at a time in your call queue.

Thanks.

I'll chalk my time with these clowns to experience.

In reply to:

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Once again you deliberately or otherwise miss the point.

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No I have not - I answered this in your first question...

In reply to:

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If your service was not working beforehand, it must have been an issue that support would have bene able to deal with. I can certainly see no contact from you yesterday morning.

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I'm sorry you had issues getting thorough to us by telephone, i'm not sure why as call queues were not particulary busy yesterday or today. In addition, you clearly seem to have internt access, and I cannot see any emails to us either, yet you manage to post in a forum?

Steve

Edited by AceInternet (Fri 18-Aug-06 16:37:37)