VPSLAND trouble

I purchased a new VPS for qa-site.com through VPSLAND. I've been happy with them in the past. I'd like to continue with them. But they don't seem to want my business.

I signed up on Thursday, and got 5 email notices (twice) basically saying they'd gotten my order and processed my payment.

There was some trouble initially with signing up, because it wouldn't let me sign up with my existing account. That may be my fault. I may not have had the right username or password. Okay, in the spirit of getting things done, I signed up for a new account, using my business credit card. And got the aformentioned notices that everything was fine.

But I never got any notice of being provisioned. I never got an IP address and password to log in. I wrote VPSLAND a kind note asking how long it takes to provision, and by the way, I have another account with them, can I combine them?

I got back several evasive responses in which they finally said my order had been deleted as suspected fraud. Now realize, I would have never even learned of this if I hadn't prodded them. So apparently their policy was to silently discard orders that they think might be fraud. To be fair, they claimed in the support email that the card had been refunded, but though I received 5 notifications (twice) that it had been billed, I have yet to receive any official notification that it's been refunded. I don't see anything on my card statement yet.

Not that I want it refunded. I'd much prefer the service, as I've been quite happy with VPSLAND in the past. And I'd really like to get started on QA-SITE. As of last night I'd corresponded with VPSLAND support several times attempting to figure out just what happened and what I can do to help correct the problem. Finally I received notice that it was "escalated."

I don't know what could have triggered a "suspected fraud" other than if they logged my IP Address it would show that I am nowhere near the zip code where my credit card bill is sent. It goes to Bellevue, Washington and I'm living in Ecuador. Okay, whatever. They have a right to determine what they believe might be fraud, and decide what risks they are willing to take. I'd rather there were more vendors more cautious out there on the internet, and with pressure, maybe the credit card companies could come up with a more reliable system.

But the lack of professionalism in notifying me, the ambiguity of the responses, and the "escalation" to what appears to be a black hole (to be fair, it's been less than 24 hours) are disheartening.

Apparently, the real problem is that VPSLAND has "upgraded" their billing system, and possibly my existing account has been lost in the transition. Fine, we all make mistakes. But I just want my new account working. We can sort out billing irregularities, consolidate my accounts, etc. later.

Tell me why I was suspected of fraud and what I can do to remedy it. If it's not possible, fine, I'll take my business elsewhere, but I'd really rather stay.