Billing Issues
We are currently aware of some billing inaccuracies which we will be resolving later today. All of these issues will be resolved, and any billing errors corrected. We sincerely apologize for any hassle this has created.
- UPDATE Wed Jan 16 17:03:44 PST 2008 -
Most of you have been refunded at this time, but we have seen some cases where the refund did not go through properly. We will be looking at those as soon as we can.
There’s more information on the official blog.
- UPDATE Tue Jan 15 15:11:17 PST 2008 -
We have gone through all accounts and refunded back money for last night’s billing mistake. We have also automatically re-activated any accounts that were erroneously suspended. We are now going through the support requests remaining to check for any remaining problems. If you are still having problems, please submit a support request so we can check on it for you.
- UPDATE Tue Jan 15 04:13:17 PST 2008 -
The problem has been found and corrected. We are currently going through all erroneously charged accounts and refunding money. Stay tuned for further updates.
- UPDATE Tue Jan 15 07:25:16 PST 2008 -
Scripts are still running to correct the original problem. Last night, this guy ran a standard billing cycle to clean up stragglers from 2007. Unfortunately, the biller was run for 2008 (December 31st, 2008 to be exact). This caused everyone to be billed as if today was 2008-12-31, wreaking the havoc that we are so sorry you had to be put through.
We’re going through and fixing everything right now, but it may take several hours before all affected accounts are corrected. You will receive an email when yours is fixed, and if your credit card was charged, the charge will be refunded automatically.
We’re very very very sorry about this! There is a blog.dreamhost.com post explaining in more detail how this happened..
Also, you needn’t contact us or your credit card company/bank about this.. we’re fixing it right as you read this (and maybe already have for your account)! The best move for you is to just sit back and pretend you never got those weird billing email(s) talking about owing lots of money!
This post will be marked as resolved once (we believe) we’ve fixed everybody’s account.
Once again, we are all *extremely* sorry for the mishap. Thank you for your continued patience while we clean up our mess.
.
January 15th, 2008 at 6:29 am
I have to say the same and I hope it gets corrected soon! I couldn’t understand why I was being charged $119.40 and $109.45 (that makes a total of $228.85) when I have been up-to-date with all payments. Dreamhost rebills my account every 30 of each month and I was just rebilled a 15th? You see, I got two e-mails, one with two past due payments which I started freaking out as I read it and the other one saying that my account is completely paid up? If Dreamhost just rebilled me a 15th and if that money does not get refunded, I hope you guys do not charge me again on the 30th! Again, I hope you fix this soon!
January 15th, 2008 at 6:29 am
fortunately I pay it with paypal
, no problems here
January 15th, 2008 at 6:29 am
And just so you all know, this could take 3-4 days to be refunded to your account. Call your bank.
January 15th, 2008 at 6:30 am
I am glad it is only an error, but to be sure I have removed my CC from DH panel and I wonder if I ever will add it again.
Technically DH is fine for me, but charging my CC without a reason is unacceptable. My trust almost vanished.
January 15th, 2008 at 6:30 am
:-))) Patiently waiting for corrections.
January 15th, 2008 at 6:31 am
From the Billing panel: Great hosting comes at a price.
No shit…
January 15th, 2008 at 6:31 am
My credit card was not expired, I wish it was though. I was charged $238.80, now I’m overdrawn and I have 3 outstanding checks that I pray to god are not cashed today. This sucks.
January 15th, 2008 at 6:31 am
Dreamhost is a decent webhost but I don’t trust them with recurring billing and never will. Abysmal uptime is one of their features and it’s not surprise it’s the same thing with their billing system.
January 15th, 2008 at 6:31 am
Yeah, imagine my surprise when I check my CC its almost maxxed (very small limit) and I check my email, and I’m double billed more than 5 months early.
January 15th, 2008 at 6:32 am
This is totally the last straw for me…. I’ve been around for too many f__k-ups now, and I’m sick of it. I’ll be canceling my account the second it’s done copying to my new server. The only reason I’ve stuck around so long is the price - but it’s really not worth it at all - was fun this morning trying to pay for gas and having my check card declined because these morons took $500 ‘by accident’. I’ve since logged into my account to see that the charge isn’t even mentioned - but - now there’s a new problem - suddenly they show me as having two accounts, and say I’m a month behind on both of those! God… infant monkey could do a better job.
Do yourself a favor and CANCEL before this bunch of knuckleheads does something even worse…
Matt
January 15th, 2008 at 6:33 am
Holy cow, a lot of really excited overblown replies here!
I can understand people who provided a debit card instead of a credit card being upset (which is why debit cards are stupid and should never be used) but most of us who provided a real credit card should just take a deep breath and calm down.
DH: Thanks for recognizing the error and being really public and up front about it.
January 15th, 2008 at 6:36 am
Also, I’m amazed at how many people are one bill away from over drafting their bank accounts and defaulting on their mortgage.
January 15th, 2008 at 6:37 am
Yikes, now I feel silly not to have checked here first.
January 15th, 2008 at 6:38 am
I especially like the “stay tuned for updates” and the “we’ll tell you what happened later.”
Um, I deserve to know RIGHT NOW what the HELL the “Happy DreamHost Billing Team” was doing when this “error” occurred?
Passing around the company bong?
Too busy taking videos of your “new office” with your cell phone? Yeah, because that is the crap that I care about - what your office looks like. I mean, that’s so much more important that charging me correctly (both time and price of recharge).
Five hours and counting (since this dreamhoststatus.com blog was posted) and still a lot of pissed off customers.
Great move, DreamHost.
You’ve lost a lot of confidence in people and haven’t made any effort to regain it so far. Do you even plan to? Probably not … will just have to write another lame newsletter after you come down from your bong high.
January 15th, 2008 at 6:39 am
WHAT DO YOU OWE MONEY FOR?
We have the last payment on this account to be $239.40 on 2007-12-24 00:33:43.
Since then the following charges have been made to the account:
2008-11-25 - $239.40 for “My Code Monster SALE!” through 2009-11-24.
2008-11-25 - $239.40 for “My Code Monster SALE!” through 2009-11-24.
FYI, THESE ATTEMPTS TO REBILL YOUR CREDIT CARD(S) FAILED
Amount: $478.80
Credit card: XXXXX (ex 10/10)
There was an error while charging your credit card. The processor returned: Duplicate trans: Transaction in progress (err code 30)
Thank fuck they (my bank) spotted it and stopped it.
Dreamhost: 0
Intelligent Finance: 1
This is really serious shit and I hope nobody has been put out of business/bankrupted/made homeless by this.
January 15th, 2008 at 6:39 am
Thankfully, all of my charges were saved by my referral credits.
January 15th, 2008 at 6:40 am
Luckily my credit card expired, $1,198 would have been charged. See you later Dreamhost, time to find a more reliable and safer webhosting service.
January 15th, 2008 at 6:41 am
I was just charged for $119.40. I demand a refund.
January 15th, 2008 at 6:41 am
wtf man
Now I’m negative in my account due to this “error” This is some b.s.
I didn’t even know until I got the email receipt.
January 15th, 2008 at 6:42 am
“Also, I’m amazed at how many people are one bill away from over drafting their bank accounts and defaulting on their mortgage.”
A lot of us don’t keep an excess amount of money in our checking accounts. If you do, any web hosting company can have a “billing mistake” and take it.
January 15th, 2008 at 6:42 am
How long is this supposed to take? I have not received any emails from Dreamhost except my bill, which was a whopping $526! This comes from my checking account and thank GOD I had the money to cover it but I have a mortgage to pay! Please refund us soon!!!!!
January 15th, 2008 at 6:45 am
Well, luckily my credit card hasn’t been charged yet. Hopefully Wells-Fargo will be forgiving when I go to explain to them what happened in an attempt to deny the charge if it shows up as ‘Pending’ on my online account.
Seriously, WAY TO GO DREAMHOST!
I understand accidents happen and all, but this is inexcusable. Award-winning service my ass. Besides, I had ‘Automatic Rebill’ turned OFF before this and suddenly it got turned back on when I popped into my web panel to see what was up.
Yeah. Really class guys… real classy.
January 15th, 2008 at 6:45 am
Haha they just billed me for $9k and now the web panel is down and now the web
January 15th, 2008 at 6:46 am
this is unacceptable, i’m leaving dreamhost for sure
January 15th, 2008 at 6:46 am
A mistake of this level requires compensation of some kind.
January 15th, 2008 at 6:46 am
Drear Dreamhost,
Here’s a screenshot of the invoice, and it says I paid $239.40 “date charged 2007-07-18…. for services through 2008-07-17!!!
And below in your email it says For Monster code sale … ” 2008-07-18 - $239.40 for “My Code Monster SALE!” through 2009-07-17
So which one is it? I know it’s for one year which is paid up, your billing is very confusing.
Please let me know why this is due now when it’s supposed to be due in July of ‘08 by my understanding, And then from July of 2008, due $239.40 to july 7 ‘09.
That’s one year, so why is anything due now by Jan 18th ‘08?
I don’t get it?
Regards,
Glenn
Do you have a phone number I can reach you at to talk to you about this? You really should!!!! THIS TAKES TOO LONG.
Mine is below,.. Please call me. Thank you.
But now reading all these comments I see there’s a problem with your billing system. I suggested you email all who have been charged or emailed about a bill due that wasn’t that there is a problem and you don’t owe anything at this time to make sure everyone is not freaking out. Thanks. Glenn
January 15th, 2008 at 6:47 am
Please explain to three clients why they were overcharged and why i’m not the one that supposedly needs to find them their cumulative $700+
January 15th, 2008 at 6:47 am
You idiots have overcharged me $500. WTF is wrong with you people? Plus I don’t even have an email from you telling me that you have screwed up royally - I have to go and search for an answer? COME ON! I hope that we will be more than compensated for this error (as in at least a years free hosting) + I will be forwarding all bank charges on to Dreamhost.
Class action lawsuit anyone?
The other option is to call your bank and issue a chargeback on Dreamhost. This will screw up their credit card processing account, but should cover you for their mistake.
January 15th, 2008 at 6:47 am
Take a look at those emails you got. Not only did they send everyone to the cleaners a year, they revisited most months (9/12) twice!
2008-01-20 - $19.95 through 2008-02-19.
1 2008-01-20 - $19.95 through 2008-02-19.
2008-02-20 - $19.95 through 2008-03-19.
2 2008-02-20 - $19.95 through 2008-03-19.
2008-03-20 - $19.95 through 2008-04-19.
3 2008-03-20 - $19.95 through 2008-04-19.
2008-04-20 - $19.95 through 2008-05-19.
4 2008-04-20 - $19.95 through 2008-05-19.
2008-05-20 - $19.95 through 2008-06-19.
5 2008-05-20 - $19.95 through 2008-06-19.
2008-06-20 - $19.95 through 2008-07-19.
6 2008-06-20 - $19.95 through 2008-07-19.
2008-07-20 - $19.95 through 2008-08-19.
2008-08-20 - $19.95 through 2008-09-19.
7 2008-08-20 - $19.95 through 2008-09-19.
2008-09-20 - $19.95 through 2008-10-19.
8 2008-09-20 - $19.95 through 2008-10-19.
2008-10-20 - $19.95 through 2008-11-19.
2008-11-20 - $19.95 through 2008-12-19.
2008-12-20 - $19.95 through 2009-01-19.
9 2008-12-20 - $19.95 through 2009-01-19.
I’ve already started looking at changing my webhost. I’ve been here since ‘99. I’ve seen several glaring “errors” on the part of dreamhost “staff” and/or their flaky systems.
I’ve no doubt this will “eventually” get fixed. What I’m curious to find out is what will they offer me (and likely thousands others) as compensation for these latest display of incompetence and massive incentive not to close up shop and go elsewhere?
January 15th, 2008 at 6:48 am
Damn, $381.60 past due… Ouch, that hurts.
For a second I thought I had somehow got some serious web traffic to my site, which was kind of exciting, but not four hundred dollars exciting.
January 15th, 2008 at 6:48 am
I got billed for 119.40, but I am sure you guys can fix this very soon. I will never leave DreamHost!
January 15th, 2008 at 6:49 am
Still happening, I’ve just recieved another 2 notifications for rebills on 2 more accounts - that’s all my 5 accounts been recharged, and I’m down around $1200.
Unacceptable.
Taking money mistakenly is the cardinal sin of customer service.
January 15th, 2008 at 6:50 am
@chryrobyn : Debit card or not, this will /still/ incurr extra charges for overseas people. As for DH being “public” about it … I don’t think they had a choice. Seeing as how there seem to be a couple million bucks mysteriously missing from people’s bank accounts.
January 15th, 2008 at 6:50 am
I’m going to go try to send this to Dreamhost now — we’ll see if I can get through (strangely enough, the panel is at a crawl):
You know, the pithy explanations of serious server problems used to piss me off. The lack of a phone number used to piss me off. The skitchy uptime used to piss me off. But this takes the cake. I completely agree with William — you need to tell us all NOW what the hell happened. I’m likely to see overdraft charges on this account because of this.
I’m done with you potheads. As soon as I get my money credited, I’m closing my last remaining account with you. At one point, I had five different accounts with Dreamhost. One at a time, they got screwed up in some way or other and required a quick flight to another host.
Will closing my account be enough? What guarantee will I have that you won’t screw up and charge me again anyway? You people take the cake. This is a big enough problem to shut you guys down, and maybe it should.
January 15th, 2008 at 6:50 am
I noticed a post saying that the problem had been resolved. FYI it hasn’t. When closing my account an hour ago, I was automatically billed next year’s fees.
January 15th, 2008 at 6:50 am
Well, at least my bank was helpful. Bank of America is who I go through. The charge has not fully posted yet, so I’m just sitting here with no access to my money, which sucks of course, since my bank account in now negative. My bank has assured me that any overdraft charges that will come to my account, will be reversed, if the charge from Dreamhost gets resolved as being an unauthorized charge…which it is of course. However, this situation is so horrible, that I think even if Dreamhost were to offer me a free year or two, I wouldn’t take it. This has broken my confidence in them that much. I’ll be signing up with someone else for sure within the next week or so. My car payment may be affected by this, as well as much more. So, refund, reverse charges is all I’m asking for at this point. Dreamhost lost me, and has lost ability to not only recommend them, but they are now from personal experience, someone to avoid. They just don’t have the business minded reputation I’m looking for.
January 15th, 2008 at 6:52 am
this is the first time EVER that i comment any post about any situation going on with dreamhost. and i’m using dreamhost for 2 years now. i’ve seen servers going offline for no reason, databases going wacky or MIA, etc etc etc.. but this?
i had to comment on this. it’s isn’t the error that bothers me. it’s the lack of trust.
Why can’t you send an e-mail to your clients that have been billed incorrectly (all of them i suppose) admiting the error instead of having to login to the web panel, going to support (which doesn’t even have a “billing” category btw!! haha), and see that cute message written in red.
gosh. this blog is “ok” (well.. not really imho) for server problems. but this is a major screw up.
last year my credit card was automatically billed. no problems. thank god it expired. if it hadn’t, i would be moving to another webhost as we speak.
my trust in dreamhost is.. well, none at the moment. you can solve the problem (even tho i believe it will take a while) but the breach in trust is even harder to fix.
my sympathy to all users having difficulties with their banks and accounts because of this issue. it really sucks.
J
January 15th, 2008 at 6:52 am
hope you are paying overdraft charges!!!!!!!!!!
January 15th, 2008 at 6:53 am
WHAT DO YOU OWE MONEY FOR?
We have the last payment on this account to be $119.40 on 2007-09-12 18:24:36.
Since then the following charges have been made to the account:
2008-09-10 - $119.40 for “My Crazy Domain Insane” through 2009-09-09.
2008-09-10 - $119.40 for “My Crazy Domain Insane” through 2009-09-09.
…and you couldn’t get it because I don’t believe in automatic payments. Then again, why would I pay that far in advance (and twice for the same account)…? Folk, computerization is good. But some things need to be done manually because computers tend to make more mistakes than we do. Luddites are never overdrawn.
January 15th, 2008 at 6:53 am
Completely unacceptable. I consider this robbery. This is the last straw. Attorneys and compensation are damages are next for sure. Been there, will do that. Breach of merchant account..
January 15th, 2008 at 6:54 am
I, too, sent a confused email. Luckily this website exists and I found answers. Also, luckily, Dreamhost failed at charging my account 400+ dollars. I’m sticking with them, hopefully this won’t happen again or I may not be as forgiving.
Hopefully everyone will receive their refunds promptly!
January 15th, 2008 at 6:54 am
After receiving the email about my account being charged this morning I immediately sent an email to their billing department. Understandably I haven’t received a response considering its currently 6:46AM PST.
The only way I was able to find out they were aware of this was googling “dreamhost billing errors” which took me to the status blog.
Once DH was aware of the problem an email should have gone out explaining “Hey, we screwed up and we’re on it”. I get this feeling that someone decided “Hey, lets just try and fix this asap and sweep it under the rug.”
On one hand I can understand the need not to make this totally public to defend the company image however this looks even worse when the ONLY acknowledgement is on a blog.
Like many others, I take some of the DH quirks in stride since its cheap/affordable. Billing errors like this however really make me question the systems in place.
January 15th, 2008 at 6:54 am
Another “happy I use paypal” person who is seriously UNHAPPY because my account is still suspended.
I don’t give a rats ass what time it is in the morning, the exec had better be woken up to do the goddamn damage control — and bring in all the staff to do the damn reversal work… including UNSUSPENDING any accounts which were set up so that there was no way to steal (take without justification) money from.
Wonder what the overnight interest looks like from having yourself suddenly flush with 2 years worth of revenue?
January 15th, 2008 at 6:55 am
Hey..
this is completely [bold]childish[/bold] !
Unbelievable!!!
You could send a mass email cancelling your first email,.. not to expect us.. to search for what happened!
Ubelievable!!!
i thought that hole Dreamhost have benn hacked…!!!
Billing issues Are TOO SeriOUS to PLAY WITH!!!
DO NOT EVER Do That again!!!
i have written you an email too… explaining that i have not ordered anything! i felt like an idiot now!
thanx!
January 15th, 2008 at 6:55 am
I’ve been too deeply entrenched in hosting here to consider moving. But this last mistake has made it so I can’t stick around any longer. Unacceptable, guys.
January 15th, 2008 at 6:56 am
Yes, an email would have been nice instead of having to check the status blog. I already put in a support ticket about the billing (invoice for $345.) before I came here.
Luckily I don’t have automatic payments enabled and only have email updates/email invoices enabled so I won’t be charged. I’d advise others to remove authorisation for automatic payments.
January 15th, 2008 at 6:56 am
OH! I see how it is.. come 2009 when my account comes overdue.. I’M LEAVING.
(No I’m not)
James H
inhislikeness.com
January 15th, 2008 at 6:56 am
Wow this is like watching a train wreck. The more people who wake up, check email, and realize what happened the bigger this will explode.
January 15th, 2008 at 6:57 am
Nearly 300USD charged but thankfully the exchange into UKP rate halved that so no worries but this has seriously fankeled my finances for at least the next week. I’ve spoken to my bank and they’re looking into it. Only pothole in an otherwise exemplary service.
January 15th, 2008 at 6:57 am
Same here Carl. I closed my account as well, and then I got charged for the fees again. Yep…I closed my account with Dreamhost. Gone, bye bye. Then I got charged, which was a successful charge, even as I didn’t have the money in my bank to cover it. I’ve emailed them a few times, and no reply. I thought too, closing my account would stop the process. Instead, now I have a positive credit with Dreamhost,..one I will never be using. They owe me that money and I want it ASAP. It’s my money after all. It’s our money. I have never seen such a fiasco before, affecting so many people…certainly not one that affected me like this. This problem is not resolved yet. If it goes a fraud situation with my bank, I will take it that far if necessary…or court. I swiftly closed my account, and just as swiftly, I will address this in all other ways necessary as well. I hope for the sake of Dreamhost and mostly, for my own concerns and the concerns of others here on this blog post, that they act swiftly as well.