Perplexing behaviour from hetzner.com
I signedup with hetzner (K0135263819) to order a VPS this month, and as per their request, send them a copy of my passport for verification.
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Then they sent an email, stating that
"our records show that you have already been a customer of ours and that we had to cancel your account due to non-payment. You still havean outstanding debt
for your account."
This was strange, as I did not have any account with them before ( I even did an email verification at signup.)
So I told them that I did not have any account previously and that I am still learning how to operate a VPS, and had only used shared hosting before and that I heard the name 'Hetzner' only last week from webhostingtalk.
They replied that "as you ordered a server, it was activated in your account. But we now cancelled the server and disabled the account because you haven't paid
for it. Please pay the open amount via bank transfer, as you clearly had a server. If you want your new account to be enabled, the debt have to be paid. "
They also told that there is an invoice R0008154155 in my 'old account', which is still unpaid.
That was shocking as I cannot remember ordering any VPS in my life before.
I asked them what my 'old' account login was and old login id and email.
To this, they reply with
"the open amount is about 21,85 € with your old client number K0527726418."
What am I to do with this client number ? Why cant they say which email address I used previously for my 'old account' ?
I don't mind them rejecting my business.
But accusing me of not paying and not providing my old signup email is just ridiculous.
I dont even know how they found out my 'old invoice'.
Well, only them can help you and you should ask for more details about this account.
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Agreed, only Hetzner can help you,
It could have been someone using your company name, ask them for the full company name and address details and whether they have ID on file for the other account.
Best to give them a call -
https://www.hetzner.com/support-center (Try the account department. )
Hi WHT readers, Please do not use WHT as a means of trying to obtain customer support. WHT is not appropriate for customer support. Please instead use our ticket system. If you get a response that confusing or unsatisfactory, please still continue to use the ticket system. We can communicate with you much more effectively that way.
To protect this original poster's personal data, which I am required to do by law in accordance with GDPR, I will soon respond directly to him via his private email address.
Katie, Hetzner Online GmbH, Marketing
https://www.hetzner.com/
https://wiki.hetzner.de/index.php/Hauptseite/en
I sent them several emails, but did not get reply with any meaningful info.
This was a rant, sorry.
Like I said, I dont mind them rejecting me, but at least they could have told me more details about the 'previous' signup, even after several requests.
cheers
So what's the situation? Multiple personality?
Still dont know who was the first person, but they have now verified my account, and all is fine now.
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