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Terrible OneProvider billing experience.
Has anybody else ever had a bad experience with billing by OneProvider?
After multiple instances (3 in less than 6 months) of servers becoming inaccessible unexpectedly, and not able to be managed from the control panel unless I opened a ticket, among other issues, I decided to leave OneProvider. I cancelled all services that could be cancelled, removed my payment method, and stopped using the account.
In the coming weeks/month, I received notice about an overdue invoice, late fees, suspension notice, etc for one of my services. Upon logging into my account, there was a one remaining service in a suspended state that I must have forgotten to delete.
I've never received any correspondence about the reason for the service suspension either in my account tickets nor my email. Suspended services cannot be cancelled, and I wrongly assumed this service would not generate invoices. Understanding that I may still be responsible for this last invoice, I paid the outstanding balance and this time sent a ticket to OneProvider support requesting they delete the suspended service and close my account so that I wouldn't be billed going forward.
Fortunately, support was understanding and removed the suspended service and stated that I wouldn't received further invoices regarding this:
Unfortunately, today, more than 2 months later, I've just received 7 invoice adjustment emails, 7 invoice overdue emails all at once, and 57 invoices in my account to the tune of US$379.41 all referencing the originally suspended service that is not even visible in my account:
I reopened my previous ticket and they claim this is an issue with the billing system, the same one as previously, and they're looking into the issue:
Has anybody else had billing issues like this with OneProvider?
Comments
Probably a system/billing error. But they are quite okay. You'll be fine. That ticket will be enough, they will be able to give you solution I am sure
That's the billing issue, he first talks about servers going offline or being completely inaccessible.
Yes, they stated that it's a billing error. I'm not worried that they will keep billing me (I removed my payment methods long ago), but it's a bit silly at this point. Not long ago they also had an issue with paypal payments across their entire platform: https://panel.op-net.com/announcement/561
Update, more invoices:
I wonder if other customers of OneProvider are receiving erroneous invoices at this time too. 🤔
I've bought dedis from OneProvider and cancelled them and did not experience this issue.
Update, more invoices again:
And another apology from support, with no resolution as of yet:
Always a good sign when a cloud hosting company who probably employs countless sysadmins and engineers can't figure out how to fix a bug in their own platform.
I did sysadmin work for ages. Ask me to fix anything related to accounting or billing and just those 2 words are enough to make me lose it and instantly become blind.
For my day job, I do software development. It's on us devs/engineers to write the code inside our SaaS apps that does the billing. Of course, managing the customers billing in e.g. stripe dashboard isn't my domain, but if a bug leads to sending dozens of invoices in error, you can bet it would be on me to fix the root cause.
Oneprovider is garbage. The end
Unfortunately I am learning this myself. One server was supposed to be delivered August 31st, all they will say is "we're working as fast as we can."
The other server is completely offline and they claim they cannot get it to boot and are working with the provider to get it online. Have been silent since then.
My experience (not yours) : i think 4 or 5 years ago, we used a low-cost plan for about a month , & then had to cancel+disable all , as there was various types of charges.
Same happened with AWS.
And also similar happened with Online.Net/Scaleway, but its way better than AWS & OneProvider.
Extreme monetization on every bit/byte, etc, and lacks essential functions at competitive price.
When a co/inc has grown/scaled big, then rates/fees should be very competitive , not sky-high over-priced ... because you have many many customers ... you give value-added features into same price deals/plans & that suppose to be better than others.
yeps ... OneProvider initially runs very good , then slowly becomes less responsive ... i think its not because of more software/services in the instance/container ...
other tactics are being applied , probably ...
because we completely erased & start from beginning ... still less responsive (not as when it was new/1st time) ... so we cancelled+disabled all services.
AWS did amazing type of cancellation ... for 3 months their various admins were disabling & disabling & cancelling & cancelling stuff ... but something was still charging .. & every month they said all done .. there will be no more charges !! ...
Finally 2 (admin) persons , after 3 months ... took it very seriously ... went thru every tiny settings ... & gave us instructions to follow .. we did all of those ... and finally all charges finally stopped.
When your co/inc charges every byte/feat , then your system should also be able to have links next to each micro-charge, to the option, whats caused the charge, so that user or an cancellation admin can easily go there & disable & cancel.
By the way, AWS refunded back each erroneous-charges.
Other ones too, but its very very annoying to get charged extra even after cancelling+disabling all.
Don't worry, they've replied to their own ticket 5 times stating they're working on the issue, sorry for the inconvenience, etc. I'm a little suspicious that they are automated replies created by some LLM/AI.
Surprise update: the "suspended" server has reappeared! Compare my earlier screenshots with 0 active services.
Notice that the only option is "pay now" (no way in hell I'm going to do that). The option to manage or cancel the server is unavailable/grayed out. I can't do anything.
No surprise, the issue is still not solved, I've received over 300 emails from them over the past 5 days or so, constant reminders about overdue invoice, invoice adjustment, risk of termination, service suspension and so on. I receive them in batches of about 25 at a time:
All this for a service that I couldn't cancel myself, was cancelled by their support, confirmed multiple times by their support staff in a ticket who even assured me, and I quote:
Safe to say: NEVER EVER use oneprovider, they are all around garbage and clearly don't give a 💩
Here's what I've received:
and
and
I'm done with them!