Billing Questions

[brownar]

Background Info:
ORDER PLACED 2007-07-20 20:23:49
INVOICE BILLED 2007-08-01 10:57:07
NUMBER ACQUIRED 2007-08-01 10:58:09
ORDER NOT SHIPPED

I received an Invoice Payment Email today for the amount of $25.45. I checked the invoice which states the following:
Date Description Invoice Due/Debit Paid/Credit Balance
2007/08/26 Generated Invoice 416836 $25.45 $0.00 $-25.45
2007/08/26 Auto Batch 416836 $0.00 $25.45 $0.00

I checked my credit card and as of this morning I haven't been charged the $25.45. My question is why am I being billed when I haven't received the first months service that I paid for. How do I go about getting the billing stopped until my equipment is actually shipped?

Thanks

[hixsongirl]

I don't know what to tell you, i to was charge for september when i signed up in july. Got debted for service 1 time on august 3. i finally stayed on the line for the whole day and they agreed not to charge for september. they just on august 27 gave me a number. i clicked on the BBB on their web site and file a claim that seems to be growing by the minute. I agreed to try the service since they stated they already sent it but it was after i emailed a suppot ticket complaining that i have beem more than patient and was no more. i also told them i was filing with the BBB in New York. we will see if the service is any good but they have already lost creditablity with me. So i dought i will stay and i am certainly afraid to give them more than one month at a time. they scare me alredy and i told them in my complaint, that good service included customer service, to witch they seem to have NONE. it will be their downfall for sure. people like to think the company at least wants their business and willing to please to keep it. VT does not make me feel welcome. And for those of you who think we need to be patient, well i was, i gave them a full month to get their act togeather. Good Luck with your billing issue bownar.

[VTTiffany]

I do understand your frustration, however, we did process your account in 7 business days. Our website is listing 7-10 business days for processing at this time. We do need to charge the credit card before processing the account to verify funds and apply a fraud check. We have been changing the start date of your service to the shipping date, so you are not paying for anything you are not receiving. Unfortunately, we were as unprepared for SunRocket's closing as the customers were. We have expanded all departments to assist the influx of new customers we have recently received. Tickets, calls and orders are being addressed much quicker now, unfortunately, there was a transition period when hiring new staff and training them, as with any expansion.
Again, I do understand your frustration, but we do have a great service, and our customer support is great as well. We are one of the few US companies, and do value our customer service. When you were trying to call in and waiting for an hour or two, you had said we were ignoring your call. Call queues had over 100 people in them for about 3 weeks, so it did take some time to assist all of the customers calling in.
I do hope that this has helped you to see that we care about each and every one of our customers, and are doing everything we can to improve the company and service.