Unhappy with Billing and/or Sales

[rtcunningham]

I hate to say this, because I've seen nothing but excellent support. Establishing new accounts, however, is a completely different story.

I already have a hosting account. I attempted to add a separate hosting account and because I'm in the Philippines, the order was halted for suspicion of fraud. After complaining to billing, they required a picture ID with my current billing address (which is in the US where my wife is living). I canceled the order rather than jump through hoops since I don't have my billing address on anything here. I stated that I'd have my wife put in the order instead.

She just tried to do that, from Avondale, AZ, and the order wouldn't go through because the domain name I used was still in the system as being in process (I checked to make sure the ticket was closed).

Does HostNine NOT want my business?

We do want your business but I do not see how this is a bad thing. We receive a substantial amount of fraud orders a day and we do our best to filter them out. We request an ID for your protection and ours as we take identity theft very seriously. If you provided us with your photo your account should have been set to a state to where you could pay for it. If you already have an existing account then you will want to make the order as an existing customer. We rely on MaxMind Fraud Services to screen and score our orders. Sometimes legitimate orders do get marked fraud and it's as simple as us verifying your identity and removing the fraud flag from the order.

[rtcunningham]

Okay, my wife just forwarded your email. I'll go ahead and follow the instructions but I want to make it clear that the option to order as an existing customer doesn't exist until AFTER you choose the option to add it to an existing account. It's not contained within the client area at all.

Hi,

I will forward that to our dev team as we plan on improving our client area within the next few weeks.

I apologize for any inconvenience this caused you.