I had an account an HostRocket hosting the domain emubox.net
I am no longer running the site and last month I sent them a email stating that I DO NOT want to renew my hosting contract and domain. So I assumed they would just terminate my account. They did just the opposite :angry:
I just recieved an email that shows my credit card was charged for another annual contract. Why is this happening? If someone at HostRocket is reading this PLEASE stop doing this and please teriminate my account for good and please do not renew the domain.

Grrrrrrrrrrrrrrrrrrrrrrrr :angry:

Yikes.. hehe Hostrocket. Their customers are always divided into two.
1. Love the service
2. Absolutly despise the service

They got extremly poor service. In the past when I was with them they never replied to any e-mails or helped me in the forum. (about 1 or 2 years ago)

And why he need to email Rackshack if he have use Hostrocket? :)

Paulie. try to contact them and request a refound, if they don't answer or dont give you that, contact at your bank and request a charge-back.

Have you followed their procedures on requesting the dicontinuation of service?

Far too many people feel that all they have to do is tell the hosting company to cancel their service and they expect it to be cancelled. Well, the meat of the matter is that you need to follow the procedures that they have in place, and if then they do not cancel, you are entitled to do a chargeback or try and collect your money by whatever means are necessary.

In our 3+ years of hosting, the number one complaint that we have is that people tell us they want to cancel their service, yet they did not follow the proper channels. They reason we have those in place is so that you cnnot just cancel someone else's account. We need to make sure the person who is cancelling is actually the person who ordered the service. Without that, anyone can just fake an email and say they are from a different company and they are requesting that we cancel the service. It is far too easy to make that mistake.

Although you may find it a bit cumbersome to follow a hosts procedures, you must realize that they are doing it to protect themselves and you. 2 minutes out of your time to be precise in what you are doing can go a long way.

Did you email them for termination of services before the date was due for the next per annum billing period? Sometimes if you email support@somecompany.com for termination, it doesnt do you any good because all they can provide is technical support. Most companies have billing@somecompany.com for the billing and accounting department. If you have followed the right procedures and requested a refund and if they refused, then dispute it with your credit card company.

My account appears to be terminated
http://www.emubox.net

so I can't understand why they chareged my credit card for another annual contract.

I'm pretty positive that my account was terminated. Last month I was able to access their Billing Manager with my username and password. Today I tried to enter my username and password into their Billing Manager and couldn't get in.
How do you get into contact with an actual human being at HostRocket? Their TT system seems to only give you automated replies.

paulie, did you follow the proper steps for cancelling your account. If you did right, you should have gotten an e-mail saying your account and billing has been terminated. Although I am not sure HostRocket does this, every hosts I have been with sent me an e-mail saying my account has been cancelled..

I just posted this matter on thier forum and instead of getting a reply, my post was deleted within a few minutes. :angry:

paulie, it sounds like you are one of many who are disgruntled with hostrocket's service.....

I have now been waiting almost 3 weeks for a proper responce to a simple request, asking why my site was suspended.

I have now asked for the data on my site to be made available so that I can download it, and close the account...brendan said it would be done in 1-2 hours on one responce on the 4 Dec 2001, and since then I have heard nothing back from them.

I don't think i've ever met a company with such poor customer support.

Transcripts below (i've already posted these on another post a while back, but I got no responce from hostrocket to that....


Question:
--------------------------------------------------------------------------------

My domain is not responding....The web server, ftp and mail seem to be down...

Please could you look at this ASAP


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On 2001-11-23 EST at 12:37:27, dave wrote:
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Hi,

Your account has been suspended due to a terms of service violation. Please review our terms of service by sending an email to tos@hostrocket.com

It will auto-reply with an updated version of the terms of service.


++++++++++++++++++++++++++
David Laube
HostRocket.com Support
++++++++++++++++++++++++++


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On 2001-11-24 EST at 09:46:07, he/she wrote:
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Could you please tell me what part of the TOS I violated....?


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On 2001-11-26 EST at 19:32:07, he/she wrote:
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This is getting ridiculous....My site has now been down for 4-5 days, and still no proper responce.


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On 2001-12-03 EST at 14:14:00, he/she wrote:
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Could you please make my MySql database, and the contents of my website for [removed] made available for me to download.

I cannot wait any longer for your responce to my question, and I wish to move on to another host.

Your support in this matter has been appalling.


--------------------------------------------------------------------------------
On 2001-12-04 EST at 13:42:35, brendan wrote:
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this will be dont within an hour or two.

-Brendan Brader
HostRocket.Com


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On 2001-12-04 EST at 13:42:42, brendan wrote:
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this will be dont within an hour or two.

-Brendan Brader
HostRocket.Com


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On 2001-12-05 EST at 04:26:19, he/she wrote:
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about 15 hours have passed.....


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On 2001-12-06 EST at 13:34:02, he/she wrote:
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It\'s now been two weeks since you shut off my account - all you have to do is give me access to download my database and web directories, and then you can close my account...


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On 2001-12-11 EST at 11:46:25, he/she wrote:
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Is anyone going to respond to this ticket, or are you just going to ignore me?

Sorry for your troubles. I can see I'm not alone here.
The fact that they do not want to get back to me regarding this credit card charge is extemely dissapointing, alarming and downright disturbing.

Originally posted by paulie
I had an account an HostRocket hosting the domain emubox.net
I am no longer running the site and last month I sent them a email stating that I DO NOT want to renew my hosting contract and domain. So I assumed they would just terminate my account. They did just the opposite :angry:
I just recieved an email that shows my credit card was charged for another annual contract. Why is this happening? If someone at HostRocket is reading this PLEASE stop doing this and please teriminate my account for good and please do not renew the domain.

Grrrrrrrrrrrrrrrrrrrrrrrr :angry:


I had the same problem with web fusion, it caused me so much distress i cannot put it into words!
I didnt even upload a file and they kept charging my credit card.
I eventually got my money back but no apology, they were in fact very ignorant in my opion.
I kept every email they sent me and was considering seeking legal advise.
And to make things even more unbelievable my website was a web hosting directory!
Guess who i barred from the website!
My new host got a free advertisment at the top of the uk hosts and with almost 50,000 unique visitors in 1 year don't you think web fusion was a bit dumb to annoy me?
And if they treat a web hosting directory like this, how on earth would they treat other customers?
It was a very sad experience for me and caused me lots of grief at a time when i should have been concentratting on my website and my newly formed company.
I was really tempted to paste them emails all over my web host directory but was scared of the legal implications which might follow.

Paulie your not alone, i went through the same stress as you did so i know how it feels.
I wish you well and hope you find a good host.

Can you please forward me the email that you got to bbrader@hostrocket.com? I cant find any charges after 2001-10-28 in our billing system. All you have to do is ask for help... email us or give us a call 5183713421 You should still have an account in our support system so you can either contact us via phone ro through rocketsupport.com

-Brendan

okay

Actually I have found the problem and will take care of it for you but you can still contact us to confirm if you like. When you upgraded to our new hosting servers way back a long time ago, from the old CP (alabaza servers) either you or we didnt complete the process (emailing us and telling us to close the old account when you were off of it) so you were still active on te alabanza hosting system all this time. When you emailed us to close your account we closed the one you were using and that one remained open which is why you were billed.

-Brendan

Hello Brendan,
Thank you for sorting this out for me. BTW, I don't want the domain anymore either so just let that expire. To be honest I found your hosting and support to be quite excellent. This billing thing was unfortunate but it is a relief to know that you do look out for your customers and I would consider hosting another account with you. Thanks.

Thats the second time you've completely ignored my post on this forum Brendan.....do you have something against me, or what?

Do I really have to make a call from the UK to the US, just to get this simple problem sorted out?