Just in case you didn't know, when setting up an account with Voicehost, upon topping up your account by debit/credit card or PayPal for the first time a restriction is placed on your account and the following email is sent to your registered email address:
Dear Your Name,This isn't a bad thing. Its great to see they take security seriously and that they're doing their best to protect themselves and their customers from fraudulent activity.
One or more of the details you used to make your electronic payment to Account 12345 has not been accepted by our security systems.
Please contact a member of our customer support team on 0345 561 0 561 or outside the UK on +44 1603 90 40 90 to hopefully rectify this situation.
I have more than one account with Voicehost, one for business use (direct debit in place), another that is used solely with a fax machine which has minimal use and finally one for home use. Both my fax and home accounts are pay go and get topped up with a debit/credit card or PayPal account from time to time. All of my accounts had this restriction imposed and after a quick phone call to Voicehost support (two were on a Sunday) the restriction was lifted and credit applied to my account. FANTASTIC!!!
This past Sunday I proceeded to top-up my "Home" account with £10 calling credit (I know, I know, I hardly use my home phone) using my Visa debit card and although my payment was processed ok by their merchant I received the dreaded "Top-up pending" email displayed above and noticed that the credit hadn't been applied to my account. Odd, I have topped up this account previously and been using it without issue ever since! Maybe I had used my debit card to top-up one of my other accounts in the past and this triggered their security system? No problem, will give the number displayed in the email a call and speak to support...
Unfortunately this time around things didn't go as smoothly. My call was answered by Vincent, polite and to the point I was told that I need to speak with accounts and that they would have to manually apply the credit but were closed today and to call back tomorrow during normal business hours. Hmm, ok but why does their automated email request that we call support? Not great if you're a business whom trades on a Sunday is it?
I sent the following email to accounts at Voicehost:
Hi,Although my top-up was applied to my account at 9.22am Monday morning, I never received any reply to my email.
I proceeded to top up my Voicehost account today (Account 12345) with £10 call credit using my Visa debit card.
I received an email from yourselves shortly after informing me that "One or more of the details you used to make your electronic payment to Account 12345 has not been accepted by our security systems." And that I need to "Please contact a member of our customer support team on 0345 561 0 561" which I did...
A staff member called Vincent promptly answered my call but was unable to help, Vincent informs me that I need to speak to accounts? If that is indeed correct, why does the automated email instruct customers to call and speak to a member of the support team?
Not sure what has triggered your security systems, this isn't a new Voicehost account (I do have more than one) and I have topped up previously. I also received the following confirmation from Netbanx, informing me that my payment was successfully processed:
Thank you for your payment. Your payment has been processed by NETBANX on behalf of VoiceHost Ltd.
Merchant: VoiceHost Ltd
Your order reference is: ***REMOVED***
Your NETBANX reference is: ***REMOVED***
Can you please authorise my top-up? If not, can you please let me know exactly what department I need to speak to?
If your reading this Voicehost, update your automated email so your customers call the correct department and Voicehost customers, make sure your account doesn't run out of credit over the weekend because should you trigger Voicehost's security system you're not going to be able to make any outbound calls.