HostGator

The following is a customer service chat I had following a purchase of some hosting services with HostGator.  Prior to the beginning of the chat, I was informed that it would be approximately 32 minutes to be connected with a representative. It was 26 minutes. The chat itself lasted another 31 minutes, with several lengthy (for chat) gaps in the conversation.

Chat ID: XXXXX57. Question: Never got my "Welcome Email" and I'd like to log in.

(7:24:54pm)System:Customer has entered chat and is waiting for an agent. 

(7:50:57pm)Xavier N.:Welcome to HostGator LiveChat. My name is Xavier and I'd be glad to assist you today.
How may I assist you today? 

(7:51:19pm)Josh:Hi Xavier N!
I have 2 issues today. 

(7:51:43pm)Josh:I never got my "Welcome Email", and I'd like to log in and get going. Can you request another one to be sent? 

(7:53:36pm)Xavier N.:I am sorry that's happening to you. 

(7:53:39pm)Xavier N.:I would be happy to check! 

(7:53:51pm)Xavier N.:For security purposes, I will need you to verify your identity by providing the PayPal transaction ID of your most recent payment, or the last 4 digits of the credit card on file for the account, depending on your payment method.
I apologize for any inconvenience this may cause. 

(7:54:49pm)Josh:No inconvenience. Last 4 digits of the Credit Card are XXXX 

(7:56:44pm)Xavier N.:Thank you for verifying. 

(8:00:00pm)Xavier N.:I do apologize for the delay. I need a few more minutes to work on the issue. 

(8:00:50pm)Josh:OK. 

(8:03:10pm)Xavier N.:Thanks for holding. Your account is now activated. It was not activated previously and was in Pending status so I went ahead and activated it for you. Your login details should be in shortly. 

(8:05:12pm)Josh:Thank you. On to issue #2 -- billing. 

(8:05:43pm)Josh:It seems that my billing address is not correct -- the state should be Illinois, not Alabama. 

(8:06:52pm)Xavier N.:You can update this by logging into https://[website].com and click on Edit Contact Information. 

(8:06:55pm)Xavier N.:https://[website].com/articles/pre-sales-policies/billing-account-changes/how-can-i-update-my-billing-info 

(8:07:10pm)Josh:And more importantly, I appear to have been charged for Package ID RS-198684 (SiteLock Basic), an option that I specifically declined. The total amount invoiced is different than the total amount shown on the authorization screen when I checked out. ($110.51 vs $95.52). 

(8:08:25pm)Josh:I followed your directions above and see that you have already fixed the AL/IL issue. Thank you. 

(8:09:07pm)Josh:Can you please remove the charge of $14.99 for SiteLock Basic that I never selected (and actually opted out of) and refund the money to my credit card? 

(8:10:26pm)Xavier N.:Sure I will be happy to. 

(8:10:39pm)Josh:Thank you! 

(8:14:22pm)Xavier N.:You;re welcome. 

(8:15:31pm)Josh:When can I expect to see an adjusted/corrected invoice appear on the website? 

(8:16:05pm)Xavier N.:I am seeing to correct this for you. 

(8:19:49pm)Xavier N.:THanks for holding we are going to escalate this for final removal of sitelock for you. 

(8:20:36pm)Xavier N.: Thank you for your patience. I submitted a ticket for you and escalated this issue to an administrator. Please check your email for a copy of this ticket. Also, please verify the information I sent is true and consistent with what you want. This will ensure a quick and accurate solution. (If you feel anything is missing, I am glad to note it for you. If you want to provide more information later, you may reply directly to the email.) If you do not receive this email, it means that the submission did not go through. Your ticket number is: MHN-21183763 

(8:21:45pm)Josh:I see the email, and the ticket looks correct. I also want to ensure that I will not be charged for SiteLock after it is removed. Is that correct? 

(8:22:03pm)Josh:I also see that I received the "Welcome Email" with the login details. Thank you! 

(8:24:04pm)Xavier N.:You;re welcome and I confirm you will not be charged sitelock. 

(8:24:25pm)Josh:Thank you. You have resolved all my issues today! 

(8:24:31pm)Josh:Have a good night!