Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me WP Engine has reversed the charges, finallyYou may disregard my complaintStephen J Waller class=""> Regards, [redacted]
Revdex.com, Thank you very much for forwarding the complaint received by your office from [redacted] at the United States of Hope, WP Engine provides managed Wordpress web hosting servicesUnited States of Hope ("USOH") was a WP Engine customer from November 2, to February 26, Payments for the services provided by WP Engine were due monthly in advance of service, charged to the credit card provided in USOH's customer portalI have enclosed a copy of USOH's full billing history, showing that payments were regularly late or missed due to insufficient funds on the card providedWP Engine worked with USOH during this time to provide notice of late payments and offer refunds and creditsOn January 30, 2016, [redacted] of USOH entered her credit card information in the customer portalOn January 31, 2016, her card was charged for the late payment due January 1, On February 1, 2016, Ms [redacted] sent an email to WP Engine's billing team informing them that she had entered her credit card information in the customer portal and would like her card charged for this one paymentOur billing team replied, informing Ms [redacted] that the January payment had been charged but USOH's February payment was now dueOur billing team asked Ms [redacted] to confirm whether the February charge could be made to her card, and Ms [redacted] stated that she would help with the "one-time payment" but that all future charges were to be paid by USOH's named accountholderSince one charge had already been made to Ms [redacted] 's card, our billing team asked Ms [redacted] to clarify whether she authorized a second paymentMs [redacted] did not respondOur billing team explained to USOH that a confirmation was required to charge Ms [redacted] 's card a second time or a new card could be entered into the customer portal, but the account would be disabled due to non-payment if a valid form of payment was not received by February 15, On February 16, 2016, USOH's website was disabled due to nonpaymentA note was sent to USOH informing them that the website would be canceled if payment was not received on February 26, No valid form of payment was provided during this timeThe services provided by WP Engine are governed by our Terms of Service, which may be found here: [redacted] The Terms of Service state the following with regards to late payments:"If you do not pay on time, we may suspend or terminate the Services and terminate this AgreementIn addition, Third Party Services may be forfeitedWe may also send you to collections, and add to the Fees any charges associated with collecting unpaid FeesIf the Services are suspended because we do not receive payment, we will preserve Customer Content (defined below) in accordance with our backup processes and proceduresAfter that time the Customer Content will be deleted."WP Engine exercised its right to terminate services on February 26, 2016, due to the nonpayment of the February 1, invoice and USOH's history of delinquent paymentsA backup copy of USOH's website was retained for one month, in accordance with WP Engine's Terms of Service.WP Engine provided the contracted services consistently between November 2, and February 26, 2016, with the exception of three account suspensions between January and February due to payments overdue by more than daysIn each of these instances, WP Engine informed USOH of the delinquency and provided instructions to USOH for updating their credit card information before suspending servicesIn each of these instances, the service was restored when USOH provided valid credit card information and their overdue payments were processed.Sincerely, [redacted] General Counsel
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me WP Engine has reversed the charges, finallyYou may disregard my complaintStephen J Waller class=""> Regards, [redacted]
Revdex.com, Thank you very much for forwarding the complaint received by your office from [redacted] at the United States of Hope, WP Engine provides managed Wordpress web hosting servicesUnited States of Hope ("USOH") was a WP Engine customer from November 2, to February 26, Payments for the services provided by WP Engine were due monthly in advance of service, charged to the credit card provided in USOH's customer portalI have enclosed a copy of USOH's full billing history, showing that payments were regularly late or missed due to insufficient funds on the card providedWP Engine worked with USOH during this time to provide notice of late payments and offer refunds and creditsOn January 30, 2016, [redacted] of USOH entered her credit card information in the customer portalOn January 31, 2016, her card was charged for the late payment due January 1, On February 1, 2016, Ms [redacted] sent an email to WP Engine's billing team informing them that she had entered her credit card information in the customer portal and would like her card charged for this one paymentOur billing team replied, informing Ms [redacted] that the January payment had been charged but USOH's February payment was now dueOur billing team asked Ms [redacted] to confirm whether the February charge could be made to her card, and Ms [redacted] stated that she would help with the "one-time payment" but that all future charges were to be paid by USOH's named accountholderSince one charge had already been made to Ms [redacted] 's card, our billing team asked Ms [redacted] to clarify whether she authorized a second paymentMs [redacted] did not respondOur billing team explained to USOH that a confirmation was required to charge Ms [redacted] 's card a second time or a new card could be entered into the customer portal, but the account would be disabled due to non-payment if a valid form of payment was not received by February 15, On February 16, 2016, USOH's website was disabled due to nonpaymentA note was sent to USOH informing them that the website would be canceled if payment was not received on February 26, No valid form of payment was provided during this timeThe services provided by WP Engine are governed by our Terms of Service, which may be found here: [redacted] The Terms of Service state the following with regards to late payments:"If you do not pay on time, we may suspend or terminate the Services and terminate this AgreementIn addition, Third Party Services may be forfeitedWe may also send you to collections, and add to the Fees any charges associated with collecting unpaid FeesIf the Services are suspended because we do not receive payment, we will preserve Customer Content (defined below) in accordance with our backup processes and proceduresAfter that time the Customer Content will be deleted."WP Engine exercised its right to terminate services on February 26, 2016, due to the nonpayment of the February 1, invoice and USOH's history of delinquent paymentsA backup copy of USOH's website was retained for one month, in accordance with WP Engine's Terms of Service.WP Engine provided the contracted services consistently between November 2, and February 26, 2016, with the exception of three account suspensions between January and February due to payments overdue by more than daysIn each of these instances, WP Engine informed USOH of the delinquency and provided instructions to USOH for updating their credit card information before suspending servicesIn each of these instances, the service was restored when USOH provided valid credit card information and their overdue payments were processed.Sincerely, [redacted] General Counsel