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poll not found.
like you said, its not bug, its feature.
Case 1: Due to provider's software issue, the service was not suspended as it should be at the end of the billing period. The provider sent notice(s) about the invoice but the client didn't pay it.
IMO: Provider should send another notice, wait for couple of days for reply and if not suspend. Wait for some more time 1 week maybe, and if there is no reply, remove everything. If the client pays the invoice, all well. If client reply but don't want to pay, kindly ask them to find another host, give them some time to move things and then remove everything.
Reasoning: Provider did sent the notice(s), but can't be 100% sure that the client got them. They should give the client a second chance.
Case 2: Due to provider's software issue, the service was not suspended as it should be at the end of the billing period. The provider didn't send notice(s) about the invoice.
IMO: 100% responsibility of the provider and should take the loss. Keep the service active and inform client about the problem. If the client doesn't want to pay, kindly ask them to find another host, give them some time to move things and then remove everything. If the client wants to stay, they will pay both the old and new invoice.
If they've been giving you a free service for 16 months, then a 48-hour notice would increase their losses by less than half a percentage point. If one out of 200 affected clients paid, they'd be in the positive.
Common decency would've been to contact you about it, perhaps after suspending the service to ensure a speedy reply from your side.
Immediately terminate the service without opening a ticket and start collection/bailif.
I've had this happen before too. WHMCS cannot be trusted with suspensions, and I made my own script that checks the status in WHMCS and re-suspends things that should be suspended.
As far as dealing with the customer goes, in my case the service will be suspended, with the usual email notifying customer of this and instructing them to contact to restore/pay for service.
this happened with me before but i am going to disclose the company name as they took the right step
I bought a vps deal around 2.5 pounds per year from myserverplanet.. and they forgot to suspend it
then after some time they send a new invoice with amount being adjusted ...