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  #1  
Old 08-01-2011, 12:33 PM
chasebug chasebug is offline
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leaseweb cancellation and billing problem


I signed up for a 100TB server from leaseweb. I received payment confirmation on 07-01-2011 from leaseweb and it was posted on 07-02-2011 to my credit card. On 07-15-2011 I canceled the server via their customer portal.

But the portal listed my cancellation date as 08-31-2011. I inquired on live chat and I was told that they require the server to be canceled 5 days prior to end of the month. I canceled the server on 07-15-2011 so I should not be billed for service from 08-01-2011 to 08-31-2011.

When I asked live chat, they told me that their billing policy is that they will prorate the contract if the server is not signed up on the 1st of the month so since my charge was posted on 07-02-2011 I actually signed up for 29 days of July and the entire August. Even though I signed up on 07-02-2011 my contract start date is actually 08-01-2011 so the earliest I can cancel service is 08-31-2011.

This was supposed to be a month to month contract. This type of prorated billing for 29 days of July and entire August is ridiculous. They also messed up the billing from 08-01-2011 to 08-31-2011 and charged me for 208 Euros, but the server is only supposed to be for 149 Euros. When I asked on live chat, the sales staff told me it was because it was prorated, although they charged me the full 149 Euros for July already so where did the extra come from?

I already went through live chat and ticket system, both were pretty much useless in fixing this for me so I am posting it here.

For the leaseweb rep here, please look into ticket #1250151

I want my invoice and server canceled.

this was their live chat explanation:
Code:
Marijn Huijbers: normally if we send the first invoice
Marijn Huijbers: we initially charge you a complete month
Marijn Huijbers: but if you start somewhere within a month (lets say 15-07 to explain better)
Marijn Huijbers: so you will be charged 1,5 months
Marijn Huijbers: but in your case you were charged from the 1st
Marijn Huijbers: becasue the server was deployed on the first of july
Marijn Huijbers: so you actually paid for two months
Marijn Huijbers: but officially the contract started from 01-08
Marijn Huijbers: do you understand my explanantion?



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  #2  
Old 08-01-2011, 01:17 PM
chasebug chasebug is offline
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I won't be using the server in August. For the leaseweb rep here, please cancel the 208 Euros invoice and disconnect the server. I signed up for 1 month of service, not 2 months of service as the sales staff told me.

  #3  
Old 08-01-2011, 01:31 PM
aodat2 aodat2 is offline
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If I read it correctly, officially your contract didn't start yet. So what's the hassle in cancelling the contract even before it starts? If they say that the contract officially start on 01-08, then at the time you cancelled, the contract officially didn't start yet. Why the big hassle?

I totally do not really understand them over things like this. I don't think there's any contracts or agreement that says you will be charged prorated + the next month bill.

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  #4  
Old 08-01-2011, 02:31 PM
markhard markhard is offline
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i guess his credit card is already charged by leaseweb.

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  #5  
Old 08-01-2011, 04:35 PM
chasebug chasebug is offline
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July was charged already for 149 Euros. August for 208 Euro has not been charged yet. I don't know what is the extra 59 Euro for. I have no use for the server and hope they will cancel it for me.

  #6  
Old 08-02-2011, 02:32 AM
markhard markhard is offline
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what server did you order from them?

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  #7  
Old 08-02-2011, 06:19 AM
LeaseWeb LeaseWeb is offline
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Quote:
Originally Posted by chasebug View Post
I won't be using the server in August. For the leaseweb rep here, please cancel the 208 Euros invoice and disconnect the server. I signed up for 1 month of service, not 2 months of service as the sales staff told me.
Hi,

I absolutely agree with you, in your case this is obviously not working out, normally customers don't cancel within the 1st month so this has never been a problem
We'll solve it out immediately, I'll contact you through the ticket.

  #8  
Old 08-02-2011, 08:51 AM
mvdig mvdig is offline
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Be careful Leasweb they never tell truth
I have experience. only power have administrator group don't know
sales is nothing they don't know anything even not reply e-mail

  #9  
Old 08-02-2011, 09:21 AM
F-DNS F-DNS is offline
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Quote:
Originally Posted by mvdig View Post
Be careful Leasweb they never tell truth
I have experience. only power have administrator group don't know
sales is nothing they don't know anything even not reply e-mail
In case you hadn't noticed, the post directly above yours is Leaseweb jumping in to help the Op.

Oh wait! You're the guy who owed Leaseweb money and then tried to order another server without paying your old bills. Then you started a thread about it here and everyone told you that you were in the wrong. That explains your post I guess.

http://www.webhostingtalk.com/showth...70#post7581470


Last edited by F-DNS; 08-02-2011 at 09:24 AM.
  #10  
Old 08-02-2011, 11:08 AM
chasebug chasebug is offline
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This is resolved now. Server canceled and I will not be charged for August.

  #11  
Old 08-02-2011, 01:15 PM
nikolakidman nikolakidman is offline
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Glad to hear your story turned into a good one.

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  #12  
Old 08-02-2011, 02:30 PM
UKDirectHost UKDirectHost is offline
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Sorry your server did not work out with leaseweb chasebug

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  #13  
Old 08-02-2011, 02:30 PM
UKDirectHost UKDirectHost is offline
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Quote:
Originally Posted by F-DNS View Post
In case you hadn't noticed, the post directly above yours is Leaseweb jumping in to help the Op.

Oh wait! You're the guy who owed Leaseweb money and then tried to order another server without paying your old bills. Then you started a thread about it here and everyone told you that you were in the wrong. That explains your post I guess.

http://www.webhostingtalk.com/showth...70#post7581470

Heh, F-DNS, the man with the memory like an elephant..

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  #14  
Old 08-02-2011, 02:54 PM
stach14 stach14 is offline
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Sounds like it was a mess but the hosting company stepped up and addressed it with OP. Very nice.

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  #15  
Old 08-02-2011, 05:11 PM
F-DNS F-DNS is offline
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Quote:
Originally Posted by UKDirectHost View Post
Heh, F-DNS, the man with the memory like an elephant..
Ahhhh, that must be why I keep getting "Memory trunkated" error messages

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