Opened & Cancelled Account Same Day

[MannyM]

After 3 whole days of looking for a web host for 3 new domains, I thought I had found a good one in HostNine. So I signed up for the account today, but ended up cancelling the account in a matter of hours, and here's why.

I am in the Philippines. There is nothing in HostNine's website or in the sign-up process that states that anyone outside the USA must provide a photo ID or must call a toll-free number for "verification of the account". So after paying for the account via Paypal, I got all the confirmation emails, etc., including an email from Travis saying that I had to call the toll-free number or send in a photo ID. Well, USA toll-free numbers are not accessible from the Philippines, and I happen to have a scanner that has not yet been hooked up since it is 110v and we have 240v here in the Philippines. Anyway, I provided Travis with as much info about myself, including the URLs of 3 other existing domains that I own and hosted by a webhost in Fremont, California, and asked Travis to check with them for verification of my account. I also told Travis that I could not call a toll-free number from the Philippines, but that he was more than welcome to call me instead, since I am not willing to spend for long distance to call HostNine. I am the customer, so why should the phone call be on my dime, right? Travis of course was not willing to do either (maybe against company policy or something), and suggested that I go look for a scanner somewhere. I emphasized to Travis that my developer from SimpleMachines.org needed immediate access to the account to install and customize SMF forum, and that any delay would cost me money, but still no way Jose, and Travis said a photo id or a phone call was to be for my protection. Now, I don't blame Travis at all, since he was just following company policy. But can HostNine please explain how a photo id or a long distance phone call can be for the customer's protection. What's to prevent a fraud artist from sending in a fake photo id? And how is HostNine supposed to know if the photo id is genuine or fake anyway, or if the person at the other end of the line is the guy claiming to be who he is? I can perfectly understand security measures, but these ones are beyond me. I still cannot comprehend how these measures protect either the customer or HostNine. And if these were really necessary, why didn't HostNine post these requirements somewhere on their website or in the sign-up process?

I feel terrible since I spent so much time, eventually wasted, looking for a webhost for my new site, and now I have to go through the process again. This is not the fault of Travis, but rather a consequence of the inefficiency of whoever thought of these security measures, I think. And to Bob Grabel, I say, do something about these security measures if you really want to become number one.

[H9Travis]

Manny,

I would just like to clarify. Account verification is something that we do not have to result to often. Our billing system automatically runs a check on your account information during signup and for certain accounts will put them on hold until we review them.

Things such as distance from your physical location to the billing address, mismatch in the name on the card and the account. Incorrect billing information which results in an invalid location. Only a small amount of accounts holders are asked to do this. I honestly feel bad every time we do this and it is just another honest person on the other end of the line. But when you do international business I hope you can understand why it is sometimes a requirement.

We apologize for the inconvenience this causes, but put your foot in someone elses shoes. If you had your card stolen or your account hijacked, wouldn't you be upset if we didn't take the time to verify the information?

Agreed. I apologize that occasionally we go the extra mile to make sure that accounts signing up are not fraud, because like Travis said, our billing manager will put holds on accounts if information doesn't match up to it.


In your case, we would have had no problem activating it, if we received the requested information. I apologize that it didn't work out for you, but we do have to take extra security measures with todays scam artists being so few and far between.

[willow]

Im in the UK and obviously the info i provided during signup was enough not to be asked to send in photo id but i can tell you that if you had asked for it i would have declined and went elsewhere. The reason being that identity fraud is big business and i am certainly not about to send a copy of my driving license or passport to a company outside the UK who i know nothing about.

Just my 2pennies worth

[H9Travis]

Willow,

We would have only asked for that in the case where you would be unable to call in to our phone line. The thing I find about HostNine is that we have many ways you can contact us. Email of course being only one of them.

[willow]

Originally Posted by H9Travis

Willow,

We would have only asked for that in the case where you would be unable to call in to our phone line. The thing I find about HostNine is that we have many ways you can contact us. Email of course being only one of them.

Not sure that i can call a USA toll free number either are you not able to provide a non toll free number to customers in this case Travis?

[H9Travis]

Willow,

You can call our toll free number from the UK it just will not be free.

[willow]

Originally Posted by H9Travis

Willow,

You can call our toll free number from the UK it just will not be free.

Tis all good then