Kara F.
They took my website down and cut off my email. Just like that.
On Friday evening, I received notification from my bank that there was fraud on my account. My card was deactivated. I planned to sit down over the weekend and figure out what charges were scheduled to come through on that debit card so I could change to another card. Today (Sunday) when I went to do that, I realized that RS Hosting sent me an autoresponder email saying that I needed to pay a different way on their website. That was the last email I received before they cut off all of my email addresses completely and took down my websites. Every payment link I tried from inside of my account was to a PDF of the invoice. So I went to the customer service chat, but I couldn't use it because my email was declared "invalid" because they cut it off. I had to use a messaging system which takes longer, time I don't have to wait for my email to come back. I had already planned to find another VPS host because their customer service is bafflingly bad. The people are great and I can tell the individuals I've chatted with genuinely want to help, but they are equipped with no tools. There is no knowledgebase, nothing to support their work. The things I wanted to learn to do, I asked for instructions or how-tos, but they said to just go to the chat and ask for them to do it because they don't have anything to send me. I'm a hands-on person and this was so strange to me. I'm new to the VPS world and usually I'm a fast learner, but that's probably because the companies I've worked with have good documentation for their customers. The only good thing I got out of this relationship was that my website was faster - so yay, I guess? But this is ridiculous. I had to cancel my Sunday plans to set up my email addresses elsewhere and set up my websites again from old backups instead of porting them over because that would require paying RS hosting, which I'm never going to do again. And I don't recommend you do either.
Response from RSHosting - A WebHostPulse LLC CompanyJun 27, 2024
Hello Kara, My name is Jennifer, and I am working as Business Development Manager at RShosting. I'm really sorry to see you're frustrated with the server suspension procedure that occured during weekend. I will try to explain this situation a bit more. We have our billing integrated with our Cloud VPS. Our billing system generates due invoice 15 days prior to service due date. When such invoice is generated you will receive an email, informing about the due invoice. If you have an active card stored on file, our system will try to charge the card on file, on the service due date. If there is any problem with your card and for some reason if the service is not renewed, then system will give an extension of 24 hours, which would mean you still have 24 hours to pay the invoice. In some unfavourable circumstances, you can always reach out to our billing team by emailing us at our support email address, so that we can manually apply some extention where you can later pay your invoice, without having the service suspended. It's really important to note, our billing is automated. The service suspension past due date is done automatically using the scheduled task from our billing software. I have further reviewed your acocunt, and noticed that you were able to login to your client portal and have tried to add funds. I understand you had problem wtih your card, however kindly note, we do not get to know if there is any such problem with your card unless, we are informed. If we were informed about the card issue, we could have avoided this whole suspension problem. I have reviewed your emails and noticed that you were trying to pay using the PDF. Please note, even the pdf will link you to our online billing portal where you are required to login. So any kind of payment which would need to be done, would essentially need you to login to our billing portal. And I assume you were able to login, as I noticed several instances of adding funds from your end. I wish I had a better solution to your situation here, but as you may understand, we have this automation in place from day 1 when this company was setup. We try our level best always, to understand customer limitations and always try our best to cooperate in such billing issues. However, as you may understand, we need to be informed in advance for any such billing limitations as that is the only way, we get to know if customer is facing any kind of payment issue. Thank you for your business and your feedback - I'll continue to review our policies and procedures on the best way to handle in such situations. Best regards, Jennifer Robinson Head of Business Development RShosting.com