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Status Future consideration
Workspace * IBM Cloud Ideas
Categories Billing
Created by Guest
Created on May 21, 2025

RELATED IDEAS

Billing notifications - more info

Hi,

Here is a feature suggestion about billing.

We often receive a message "10 Day Disconnection Notice" even though auto-pay is enabled.

Sometimes this is unexpected. Other times it may be a genuine problem with the payment method.

What could be very helpful is to add more information in the notification, such as this:

"We tried to charge your credit card ending in -1234 on Jan 15, 2025, and the charge failed with a message from your bank "declined" and code 8627. Please contact your bank."

Does this make sense? Currently what happens we

- don't know which card was charged

- on what day

- what the problem was

- what the error was

No information is sent.

There are different ways to present this info to the customer, either simply in the notification email, or open a case and include that in the support case, or integrate the feature into the billing portal so you can click on an invoice and see the results. Various choices.

What do you think?

Currently there are two different portals for customers to interact with invoices which are cloud.ibm.com and also https://www.ibm.com/support/customer/invoices/ Add this in both locations.

The problem it would solve applies to a real-life scenario since we do get these Disconnection Notices and some percentage of the time that seems to be a glitch in the IBM billing system while other times it's an actual problem concerning the credit card, because we have hit a credit limit or a similar issue.

Thanks.

Idea priority Medium
Needed By Not sure -- Just thought it was cool
  • Guest
    Aug 18, 2025

    Yet again, we have received "10 Day Disconnection Notice".

    And then ultimately, the payment went through.

    However sometimes it will lead to a "5 Day Disconnection Notice".

    Considering at the same time these emails are not sent, and don't exist:


    1. You payment was processed. Thank you!


    or


    2. (much earlier in the process). There was a problem with your payment. Please refer to __..


    There is no feedback. Just an anxiety inducing threat of shutdown. "5 Day Disconnection Notice". :-)

    Reply
  • Guest
    Jul 7, 2025

    Here are some more ideas, they may or may not have any affect on the implementation.
    There are two categories of customers who receive the above mentioned notice.

    1. Crypto scammers and bad actors that are not going to pay their bill.
    2. Regular customers, who are switching credit cards, and have some unexpected billing problems. Or even IBM itself is having billing system problems.

    Is there any way to distinguish between the groups? That is a challenge. And it might not be possible or worth doing. But if you could determine the difference (for example, regular customers have had an active account for 6 months or more, the bills are approximately the same amount), the notices should vary.

    1. Scammers will get "10 Day Disconnection Notice"
    2. The loyal customers will get multiple "there seems to be a billing problem. Let us help you diagnosis it. We tried to bill card ****1234 on June 10, but there was X problem, credit limit exceed." Send multiple polite helpful messages, and not "DISCONNECTION" which is a last resort.

    Reply

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