Wednesday, 22 August 2012

Madasacustomer



I never expected to be posting something about Madasafish. As a minor customer but of many years' standing and originally with FreeNetName,  I have never had a bad word to say about Madasafish since they took over and PlusNet took them over, except for that silly name. I always thought they needed to grow-up their name (as a USian may say) but their provision of some web space and email services had never given a moment's trouble so I accepted them as quirky. Until now.

I closed a bank account at short notice. I asked the bank to advise Direct Debit originators of new bank details. They refused and simply cancelled the DDs. (HSBC at its least wonderful - another story: about the decline in banking.)

Thu, 16 Aug 2012 09:42:12 Email from Madasafish: my DD has been cancelled. "Future subscription payments will be taken using the card details saved for your account." You have card details? Okay.

Mon, 20 Aug 2012 10:01:29 Email from Madasafish: "Unfortunately, we've not received the regular Direct Debit payment for your Madasafish account. This was due on 11/08/2012." Well, derr, you just told me the DD has been cancelled. Do you mean "we have no Card details on file so that failed too"?

Mon, 20 Aug 2012 11:55:20 Email from Madasafish: confirms DD is being set up. A good boy, I went online and caused that. Was a bit puzzled by the frequent error boxes telling me some of the page content was insecure. Did I want to see that too? Using IE9-64. Isn't that up-to-date enough?

Mon, 20 Aug 2012 11:57:43 Email from Madasafish: "We've successfully taken an outstanding payment of £2.50 for your service." I caused that online too, I think. MasterCard Securecode dumped me onto a Madasafish error page rather than a proper landing page but on checking my mad..fish account, the payment seems to have been processed.

Mon, 20 Aug 2012 13:44:20 Email from Madasafish: "We couldn't take a payment for your Madasafish account." WTF? I'm going to ignore this. I'll bet their accounts system has its knickers in a twist.

Monday, 13:45 SMS from Madasafish: "We couldn't take a payment.." I know.

Mon, 20 Aug 2012 13:47:44 Email from Madasafish: "We've successfully taken an outstanding payment of £ for your service." That won't buy much.

Monday, 13:48 SMS from Madasafish: "thank you, the payment..was successful" So you said.


I raised tickets about these happenings. Wednesday's reply message?
"I have checked [and] it appears the payment you made went through twice so I have arranged for a refund for one of the £2.50 charges." Thanks for that, Bill.

The moment a person intervenes, good sense can prevail but it's interesting to note that despite the barrage of messages from Madasafish, the messages do not reflect what actually happened.

I'm probably going to be told I am too harsh and "things like that happen sometimes" and "I was unlucky to be at the unlikely juxtaposition of a handful of coincidental glitches" but really, I don't care. I don't expect to see such a buggers muddle from anyone, let alone an ISP.

Madasafish is a trading name of PlusNet plc