Hi Yuri -
Just to present our side of the story, it should be said that customers are ultimately responsible for keeping their contact information up to date. If you lose access to an email account or change to another one, that's fine, but you need to go into our ID page and change your contact information.
...that way, we won't have any problems getting ahold of you in the future. :>
While I certainly understand your frustration, we do try to contact delinquent accounts before disabling them.
However, from a sheer financial standpoint we can't call every person who is about to be disabled for non-payment - we depend on our customers keeping their contact info up to date (and the vast majority of them do).
Tracking bounces WOULD be a good idea, but from a technical standpoint it may be kind of tough to match a bounce to a given email account. I'm sure it could be done, though, and I'll pass on your suggestion to our Dev Team.
We also give people something like 45-60 days to pay their bill after it's overdue, so you should have had at least a month or two to update your info after it was changed. Regardless, in cases like this, we have no problem immediately re-enabling such accounts, as long as you're willing to then pay your unpaid bill.
Whether or not this means you're being treated like a number is a matter of opinion, I guess, but we don't really have the money to hire the additional Billing Team staff it would take to make calls to all of our delinquent accounts (and trust me, it would be nice if we could, as more than a few people are delinquent in their bills). I suspect most of our customers would rather we focus on adding features and keeping servers stable than collecting on overdue accounts.
I'm not sure on the specifics here, but it sounds like you had multiple email addresses set up for contact, but only one of them marked to receive billing information.
For obvious reasons, we can't assume that all contact addresses should receive billing information - an account holder may have their webmaster receive technical support help, but choose to keep their financial stuff to themselves.
I'm sorry you've had bad experiences with us, but I can assure you that this doesn't happen too often. If you're willing to try us out again, though, please send me an email at firstname.lastname@example.org (with your NDN ID) and I'll see what I can to make it right.
- Jeff @ DreamHost
- DH Discussion Forum Admin