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Urgent: Netcup Support Unresponsive - Paid Server Blocked by Duplicate Invoice Glitch
AbdallahElbatal
Member
Hello everyone,
I'm reaching out here hoping a Netcup representative might see this, as my support ticket has been stuck in an automated loop for days, and their phone support is currently unreachable.
The Issue:
I am an existing customer. A few days ago, I ordered a new RS 2000 G12 server. Due to a checkout glitch on their end, the system generated two identical invoices for the exact same single order:
Invoice 1: nc-5600743 (Successfully PAID)
Invoice 2: nc-5600760 (Unpaid duplicate)
The automated provisioning system is blocked by the unpaid duplicate invoice. I just need a human staff member to cancel the duplicate (nc-5600760) and release the server for the paid invoice.
My Details:
Customer ID: 350185
Ticket ID: NCSUP-1009029
I've been patient, but I only receive automated "we have high volume" replies. Even an email escalated to Anexia management was just automatically appended to the ticket as a comment with no human intervention.
Has anyone else experienced this exact billing loop with Netcup recently? If there's any @netcup rep lurking on the forum, I would highly appreciate a quick manual intervention to clear this up.
Thanks!
Comments
I don't think there is any netcup representative on the forum apart form the CEO @awindbichler who hasn't been active since April.
You may have better luck asking on their forums if the support is really unresponsive.
Hi @AbdallahElbatal,
thanks for posting this. I've seen it and passed your ticket on internally.
Some background, to be transparent: our support is currently running about eight days behind. That's not the level we want to deliver, and the team is working hard to get response times back to where they should be. Until then, the automated "high volume" replies are unfortunately what many customers see first. Sorry that you're caught in that.
Alex
@awindbichler
Thank you so much Alex for the transparent reply and for stepping in to resolve this. I really appreciate it.