I know this thread is old however…
It’s not uncommon for systems to have issues, I’m currently having issues with Vodafone after I found out that they were charging me for a service that didn’t exist at all - and they’re still arguing the toss over the refund even though they don’t have an account for me!
Infact, try dealing with SAP!
It has to be said though, that this does sound like a very rare issue indeed, and even though it’s taken some digging on their part, Dreamhost have resolved it for you.
Without knowing specifics it’s hard to comment on your experience, but I’ve been a customer for nearly 6 years, and when I’ve had a problem, mostly one’s I’ve created myself, they have been swiftly and professionally resolved.
So not only am I staying, I would highly recommend the service