Payment
Me - 07/12/2015 06:27

Hello, I am in the process of paying for the renewal of the service, but Paypal is taking longer than expected to verify it, since I just added a new card to my account. I would like to ask you to please hold the service so that it doesn't expire. I should be able to pay for it later today. Regards.

Support - 07/12/2015 08:39

 Hello,   Thank you for contacting OVH. I understand the situation.  I've extended your expiration date for 5 extra days. This will help you out. If there's anything else I can help you with, please let us know.  I remain available for any additional request, do not hesitate to reach us. We are open 24/7.  Thank you for trusting OVH, and have a great day!  Emmanuel B Customer advocate

Me - 11/12/2015 13:18

Hello. I see on my paypal account that the payment is still being verified by you (OVH). I would like to know if you already received the payment or if youre having any issues. If there are no issues please accept the payment (or cancel it) so I can pay for this month of service. Thanks

Support - 11/12/2015 13:45

Hello,  Because you are using another method of payment then the one you have in the past,  for security and anti-fraud reasons, we need to get an official document showing your identity and date of birth, as well as a recent document showing your full name and address.   We would request of you that you provide us with a piece of ID that will help us confirm that the information in the OVH account is correct. This may be an electrical, gas or phone bill, for example, or your driver's license. Just as long as it confirms both your name and address. Finally, you will need to send those documents at "[1]validation@ovh.ca" for the validation of your documents.  Once this procedure is passed, your order will proceed normally.  Thank you for trusting OVH, and have a great day.  Thank you for your understanding  Emmanuel B Customer advocate    [1] mailto:validation@ovh.ca

Me - 11/12/2015 14:06

Hello, I just sent my bill and ID again. I am very confused as to why I need to send these again though, since I sent them the first time when I paid for the setup fee. The new payment method Im using corresponds to me as well, the same person who sent you the same documents once already. Anyway, the documents were sent, Ill be awaiting for your response. Thanks.

Support - 11/12/2015 14:33

I understand your confusion and frustration. It is a normal process for us, for security reason, to investigate any change of behavior we notice on the part of our clients when it comes to billing or their accounts.  We will do our best to quickly validate the order.  Emmanuel B Customer advocate

Me - 11/12/2015 18:14

I just got this email from you:  "Hello,  In the case of an order not processing properly, you could simply have asked us to cancel and refund the order. Issuing a chargeback negatively impacts our business. Furthermore, it is also a violation of our terms of service.  We take such violations seriously. Unfortunately we will no longer be able to provide services to you. I have cancelled and refunded this most recent renewal. You will no longer be able to renew this server. I have given it a 5 day service extension in order to allow you to recover your data before the server is recycled.  Please allow 3-5 business days for the refund to be processed.  Cordially, The OVH Validation Team."   The only reason why I had to do a chargeback is because you put my payment on hold and I wanted to go back to paying with the same account and credit card I used when I started paying for your services so it wouldnt cause any more trouble. Instead of it fixing the issue you are now telling me I cant pay for your services anymore? I only just started using your service and its only been over a month, which included a big setup fee that I would have never payed if I knew something like this would have happened.  Again, I believe this was a huge misinformation from your part, since you never explained to me properly what was going on with my payment and all you did was tell me it was about to expire and that youd put it on hold so I could fix the issues with Paypal (which seemed to be the problem at that point, since you didnt let me know of any problems on your side -you can check this support ticket history yourself-, and thats why I had to chargeback) I would really like to keep the service, so I really ask you to understand that the problem really wasnt on my side, and revise this issue and do the corresponding exception. Thanks in advance, Im hoping this will get sorted.

Support - 12/12/2015 03:08

Hello,  thank you for your reply.  your order for a So You Start  32G E3-1245v2 SoftRaid 2x2 TB server, as been cancelled. If you would still interested in this service, please reorder it.     If you ever have any other questions or concerns, feel free to contact us through ticket, or for instant phone support, through our toll-free line at 1-844-768-7827. We’re there 24/7 to help you!  Thank you for your business, and have a great day!     Martin D. Customer Advocate Looking for quick answers? Browse through our FAQ: [1]http://docs.ovh.ca/en/faqs.html     [1] http://docs.ovh.ca/en/faqs.html

Me - 12/12/2015 09:51

Hello, Would reorder it mean paying for the setup fee again? I really can't afford to do that, since I only just did that one month ago. Also I still see the server on my dashboard. Is there any way I could just renew the service? Please, consider this exception, since this was a misinformation on your behalf. Thanks