Ventra IP Not Customer Focused - Trouble Closing Account

Mikinoz on 04/11/2010 - 13:22
Last edited 04/11/2010 - 14:29

Tyring to close my account with Ventra IP (cove) , have to say i havent found them to be customer focused more like a no frills ISP

What is the easiest way to close account without using the online system , ie Is it possible to talk to a real person and get it closed ? answer No , at the moment i am struggling to get from them my account details to log on and close it

After a few emails i have found them to be unhelpfull and kind of ignorant for the customer, like a broken record with no helpfull information

Anyone else have a similar story?

I just want ot close my account so they stop trying to bill me for something i am not using!

Edit: okay after 10 emails back and forth , 1 call and several hours of frustration my account is now closed, i ended up having to do it myself online , the only issue is it took many emails for them to supply my account details so i could log on to cancel my account.

The customer service is a joke, you would have though they would have the details on the first request, unfortunately the gave me a link to the website , thanks guys bunch of tossers

General Discussion

Comments

  • rack on 04/11/2010 - 14:49

    Oh that's not good. Maybe they might be having a bad day. I asked them to close an account and refund my money just this week and it was done promptly. I accidently paid to keep the hosting account which i actually wanted closed. I know they have a phone support but their email support is preety good or you can post on their forum.

    • Mikinoz on 04/11/2010 - 16:08

      I wish they could have done it over email or the phone, they kept pushing to the online system which isnt straight forward at all, again its not easy unless you have done it before

      the email only gave me the link to the online system then my user info, so that i could close it myself

      How did you get yours actually closed ?, would they do it or did you have to log on to the site etc

      • rack on 05/11/2010 - 07:59

        I was actually told to go via vipcontrol and cancel my account which was easy. Then same day got an email saying money has been refunded.

    • zhenjie on 04/11/2010 - 16:22

      Same experiences. I've closed services (not complete accounts though) with them and they have always been prompt. The technical service is even better. I have yet to experience from another hosting company a service that will answer tickets within a space of minutes.

  • ventraip on 04/11/2010 - 14:55

    What's the issue mate? All cancellations are done through VIPControl. If you don't have access to VIPControl you can reset your password on the login page, or if you can't do that because your email address has changed then you need to send an email to [email protected] with as much detail about the account as possible so that we can identify you.

    Just to put the shoe on the other foot.. if we're not certain who you are and just let anybody email in and cancel your account, you might find all you data lost because someone who has a grudge against you and knows where you host decided to be a jerk.

    I have no idea why you had so many emails or calls, but if you give me an eTicket ID I can have a look for you and see if something was wrong (from our side) with it.

    • Mikinoz on 04/11/2010 - 16:06
      +1

      Sure given thats all fairly straight forward if you are aware of your systems or have had problems with you in the past, and being forced to use the online system only sucks,

      Your scenario shoe being on the other foot is a crap, especially an online system other things are verified over the phone , does a robotic mechaism make it safer, no it doesnt!

      The issue is your customer service staff could have given me either info the first call or email, instead of the several emails later and and email could have been sent asking me if i would like to continue the account etc.

      I see everything you have is designed to move away from communicating with the customer, the online system , email only etc etc

      Personally if the communications had been better at the renewal time or some communications, then i would not be frustrated!

      Ps its now closed! thanks for nothing

    • rack on 05/11/2010 - 08:02

      Guys this is just a suggestion. I know you guys are doing really great and everything is going great with you guys. Why can't you guys maybe like have an online chat help thing going on. I know theres going to be a long que of people getting help but see personally i am more comfortable with a company who has an online presence.

      This is just a suggestion so don't bite back. I've noticed staff there are sort of biting back cos their not having good days.

  • anthony on 04/11/2010 - 16:19
    +1

    I have had nothing but great service from VentraIP

    By the sounds of it the problem you had was that you didnt know your online account information (which you would have had in a welcome email) and this was preventing you from closing your account.

    I do not see what the issue is with only being able to close the account online.
    It is easy for someone to get enough of information about you to be able to call up, pretend to be you and close your account.
    It is even easier to send a fake email which looks like it has come from your registered email address requesting that the account be closed.

    It is much harder for them to get your account password as it should be something hard to guess or even random numbers/letters.

    • Mikinoz on 04/11/2010 - 18:35

      The problem with that is i called and asked for everything i needed, fair enough i was told to email, which i did, i then asked for all the information in an email to management which they told me to go online, then after 2 more emails i was sent the details.

      1 call and 1 email should have wrapped it up, is that not a normal expectation?

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