I used to have an account with Virtuoso Net Solutions under my mom's name (and moved to a new host recently to save some dough). Since I have my own CC now (part of me trying to get out on my own and all that), I have everything under my name now.

My mom followed proper procedures to cancel her account, yet she was still billed this month when the ticket stated it would be canceled.

Here's the trouble tickets (they ask you to input your customer number -- but it doesn't show up in the ticket):

Ticket ID: IOT-37998-607
Ticket Subject: Cancellation of account
Ticket Status: open

Original Ticket Message:

IP: 172.129.20.171

Hello!

I would like to cancel my account, please. Thanks for the great service!

After that ticket, I received a reply from Virtuoso with the following message....

This is marked canceled for end of month

Well, come May.......she's billed once again for the hosting that she had canceled.

She e-mails them, and gets this response......

How about properly identifying your account and providing a transaction number

and cancelation number?



Truly Yours,
Chad Abizeid
Virtuoso Sales Team

Virtuoso Net Solutions™...Sophisticated & Dedicated ™
Prepare to be Virtuotized ™

Sales. 888.289.2932 | 631.968.4151
Fax. 717.326.4149

Sales. sales@virtuosonetsolutions.com
Web. www.virtuosonetsolutions.com
Domains. www.virtuosodomains.com


Then, she replied with the ticket number, as she was never given a customer number. She got this e-mail back as a reply....

Your not helping out whatsoever.

You did not identify your account. You did not provide transaction number.

If you can't use a little logic, I cannot assist you.

BSEARCY2003@wmconnect.com wrote:
Here is the ticket ID for my request to cancel my account.

IOT-37998-607

Brenda Searcy

"If you cannot use a little logic"?!??!?? ARE YOU PUNKS CALLING HER DUMB?

I find both of these e-mails to be very harsh. You punks have a lot of nerve treating my mother like that. I'm glad I moved my stuff somewhere else now after you treated my mom like dirt.

Stay away from these.....well, it's not a family friendly word, so I won't say it here.

(Oh, a small update. I've tried getting into her ModernBill account at Virtuoso -- it's not letting her in, despite a password reset via e-mail.)

Have you tried calling them? You may be able to get it resolved quicker that way.

Yes......she stated her name....and they hung up on her.

Another e-mail from this Chad guy....



Subj: Re: Cancellation of account
Date: 5/3/2007 10:03:58 AM Eastern Daylight Time
From: sales@virtuosonetsolutions.com (Chad)
To: ****



Your a fool to say the least. First of all, keep previous emails intact. Second of all, you STILL did not identify your account.
Finally, the TRANSACTION NUMBER OF THE CHARGE MADE TO YOUR PAYPAL ACCOUNT THIS MONTH!!! Use your head!

No further email is necessary from you as they will be ignored. Your playing games, or your just that unbelievably stupid.

**** wrote:
I was never given a transaction number. All I was told when I submitted the ticket with my customer number is that the account would be marked for cancellation at the end of the month.

Your response to this matter is totally uncalled for. I would like this referred to your supervisor.

Brenda Searcy

do a search on the forum for these jerks. There are numerous threads just like this one regarding their attitude. It is the owner and not "employees" that is treating people this poorly

I did a search here for her before she signed up.

Thing is.....this search was done BEFORE all these posts came up about their customer service.

Great update: PayPal has already come through for her. They're gonna refund her the $9 she was unlawfully charged. :-)

All i can say is wow -_- I have never seen such rudeness to customers...

Apparently Chad can't spell very well either... Horrible response to say the least.

Your ? Is this how you normally treat your customers?
No, no and noooooo!!! :rolleyes:

I am absolutely appalled when I come here anymore and it really makes me angry :mad:
In the very first ticket response they could have simply responded and asked for the domain verification.
And then some co. WONDER why clients complain? Geezh!
Robert, I guess you better follow up with paypal and make sure the account IS actually cancelled and hopefully you get any money due you.

Well, the payments were done through PayPal.

The subscription inside PayPal has been canceled and the $9 was refunded back to my mom.

Very good news, though we're gonna keep an eye on things for the near future to be sure they don't try anything on my mom's CC. :)

Since I'm unable to edit my older post.....another update.

This Chad character decided to respond to the PayPal complaint by calling my mom an abusive bitch. (Excuse the language.)

Sounds just like Virtuoso, a friend of mine had been treated in similar fashion awhile back when he had an account with them.

Glad to hear you've gotten this worked out in your favor, as quite often such is hit or miss it seems.

I can't believe that a company can survive with that attitude toward their customers.

I find it amazing that company is still in business if they treat people that way. They must have a good product, b/c customer service is obviously lacking.

I've got a Word document on my computer with all the e-mails in question (with full headers) if anyone needs them for absolute proof of those e-mails.

I've also reported this to some TV stations "investigative teams".

They picked the wrong people to mess with. :)

I can't believe that a company can survive with that attitude toward their customers.Anyone thought hosting is a tough business? Looks like survival is easier than suspected. :)

Wow, wow and more wow.

I think they need to quit the webhosting business and go to school.

Wow, wow and more wow.

Can I add more wow to that? :)

Impressive.

Apparently Chad can't spell very well either... Horrible response to say the least.
People who spell "you're" "your" need to be attacked by small children with sticks of spagetti. :D :eek3:

People who spell "you're" "your" need to be attacked by small children with sticks of spagetti. :D :eek3:
Bob,
spagetti should be spaghetti.:D If your, oops I mean you're (you are) going to pick on bad grammar, at least spell correctly.:D :rofl:

Simply appalling!

Talk about holding a grudge! For most people who need to cancel for one reason or another, there should be ZERO backlash like what you've experienced.

I can only hope you have better experiences in the future and this hasn't tainted your views on the industry. You'll find these kinds of people in all walks of life. The trick is to avoid them.

Hope next time is better

"Currently Virtuoso Net Solutions hosts over 25,000 domains worldwide. Our success is made possible by GOD and our loyal customers.

Philippians 4:13 I can do all things through Christ who strengthens me."

these guys shouldn't use God to promote their filth... after reading through many threads these guys don't appear Godly. They need to be attacked by small children with sticks of spaghetti for sure.