I am a long time customer (5 years) with over 400k customers who use our forum, and I find out today that you suspended our account for non payment of our May invoice when we have a credit card on file with you! It turns out the only issue is our CID/CW2# was missing. When in fact that # is illegal to store. What is going on. Nobody is responding to our support case either.

Very, very poor customer service.

Hi, Bill:

I'm very sorry you are unhappy about this. We contacted you twice about this via email, telling you that the card had failed, and asking you to contact us to correct the issue.

I've just found your support ticket, submitted about an hour ago. We'll take care of this immediately.

thanks - please close this thread.

The same thing has happened to me today. I'm very surprised to see the original poster, with 5 years history, to have been treated so poorly.

I'm currently evaluating whether or not to switch to a new service, and today's incident has not been very comforting.

I have sent several support emails, but have received no tracking information or any other confirmation that my support request has been received. Do I have to wait until tomorrow to get a reply? I certainly hope not..

I have two different versions of my credit card on file, one with the old expiration date and one with the new expiration date. I would hope that they would look at the other card, with the same numbers but different expiration date before canceling my service.

Are they sending emails? What about the contact phone numbers, are they using them? I would really hate to have a community go down and not know about it.

got me wondering now. I got groupee or eve or infopop because I cannot babysit my site each and every day. Now I will pay closer attention to it.

Although groupee states 24 hour support, the forum has been down all day long.

Support tickets that have been submitted over an hour ago have not been touched, assigned, or responded to by a human. (the automated "we received your support request) came in approx 35 minutes after the support ticket was opened.

Apparently you have to pay a premium to get a phone number.

After years of forum hosting with groupee, this is really not a good sign.

Hi Everybody:

We *do* send notifications - as Lori stated above. If you didn't receive a notification, it may mean that we have an old email address that you're no longer using, or that your spam or junk filter is filtering out the email we're sending.

We do provide a phone number on our contact us page - click on "About Us" - at the bottom right hand corner of any page on our site - then scroll to "Contact Us" and click the link there. Keep in mind that we don't offer support via the phone - but we certainly can take care of your billing questions by phone.

Alternatively, you can open a support ticket here.

GeeCee - regarding your concerns about the support tickets you've submitted: please make sure that you're hitting the final submit button on the very last page, as the system asks you to confirm the details of your ticket before submitting it, and sometimes people don't see that last submit button. If you didn't receive an email that your ticket was submitted, it means that your ticket wasn't properly submitted. If you ever have problems getting a support ticket into the system, you can call us and we'll walk you through it.

Any additional concerns that anyone has about this can be addressed via support ticket.