ThePlanet.com : Existing customer treated with total contempt by The Planet

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This web hosting discussion started by sniffa on 18 June  2008

Even after suffering the H1 data center downtime on two of my servers and the concern from my prized clients I still had faith in The Planet to order a new server on behalf of my biggest client.
The client wanted to have the server in their name but for me to manage it so I went ahead and ordered it using all their details and credit card information but used my email address for correspondence so I would get all the server login info.
The Planet verify service came back and asked for a scan of the credit card and photo id of the person named on the card. I explained that I was an existing client and that was an order for an urgent project but they still insisted on these documents. Unfortunately the finance director didn’t have his passport with him at work and was going on vacation for 4 days the following day so I emailed through the scan of the credit card and a scan and link to a document on their corporate website showing the identity of the finance director. I explained again I was an existing customer and could send some information via a trouble ticket to verify my identity but this wasn’t good enough either. Anyway the finance director returned from vacation and I got my scan of his passport and sent it on to the verify service. Already 10 days had passed on an urgent new project I was starting to upset my client.
Then I get another email from the verify service asking me to send them a statement from the credit card showing the name and address of the finance director. I was really starting to get upset and again told the verify service that I was still recovering from the H1 data center downtime with this customer and I was starting to get upset and thinking I should take my business elsewhere. Anyway, I got the scan of the statement and sent it on to the verify service. A couple of hours later I got the following email.
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Hello David,

Unfortunately, Due to elements in your account we will not be bale to provide you with service with our company.
No funds have been taken from your account , but there is a preauthorization that will drop from you account in 4-10 days depending on your bank.

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