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Last week I incorporated the EU billing options of 2000charge.com at my site.

I got 4 signups with them wiht direct debit on the first days.
But the usernames and passwords worked only for several hours and the the members were unable to login. As i got complaints from my members i dropped them an email about the problem.
I gave them my account number, the usernames of the members affected so the could look the users up.
10 hours later I got a mail that they need the transaction numbers. Which is 1 click in the admin interface for them to find out(as all of my members were affected by this problem)

I wrote another mail and send the transaction numbers.

No answer for 24,36 hours.

I wrote them another email.

No answer. (and they claim to have 24 hours email support.)

On monday I called the office of them. I was told the 24 hours email support is only for critical situations.
My members can't login since 4 days and it wasn't a critical situation for them :-))

They told me that as my members would have been able to go to the 2000charge.com Homepage and refresh their username and password. Yes this worked but for excactly 1 login so everytime a user would like to visit my site the must refresh the password.

But no serious problem for 2000charge.com

Then they asked my to send them and ftp username and password for my server. I did this the same minute. And waited...

They knew I had this problem since 4 days and they weren't fixing it again. I changed the password back the next day as I don't like to have my servers passwords out for to long and dropped them another note. I got the answer:

This minute I wanted to look after your problem but as everything works fine for all other clients and you are the only one with the problem..... but as you changed the password back we will look at other customers problems now.... so wait another 24 hours....

I never had any problems, neither with Ibill or CCbill with my .htpaswd file only the users that signed up with 2000charge.com were affected: I wrote this to them and got the answer: "I hear that you do not have this problem with IBill & CCBill - I don't understand why the error should be on or end, since we are writing to the same password file, all of our other webmasters are using the same cgi script and we never had any such problem..."

Oh 2000charge.com... who could change the things except of your system as only your system knows the usernames of the guys who signed up with you... but its as always not your fault.

Then I called to solve the problem and got the answers:
on the line, 2nd call 5 minutes later: I have to look if she is back on her desk ??, but no shes in a meeting... at the line,away from desk in a meeting in the same 5 minutes :-))
and was told to write an email.

Did this offered to give them a new password for my servers and asked if they are really interested in doing business with me.

Oh what an error. Got mail back:

"As I read your e-mail I understand that you are very unhappy with our service and therefore I believe that at this time this relationship will have no success. Our current clientele is very happy with our service and support "

I'm asking which other clientel is happy with 5 day tournaround times and no answers.

have fun and be careful.

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