Web Hosting Talk : Web Hosting Main Forums : Web Hosting : Need advice: still being billed after cancellation

[paige]

Hiya

I cancelled my previous hosting account back in August, and the host (unnamed for now) immediately acknowledged it.
I was charged again in September. When I posted about it, they said it would be taken care of.
In October, another charge, and the discovery that the charge for September had NOT been refunded after all. I posted about both charges and got another promise. They said they'd call Paysystems for the refund and to stop the recurring billing.

But now all communication from the host has stopped. The ticket system is down, emails are ignored, and the only posts in the forum are from unhappy clients. Apparently I'm not the only one with billing/refund issues.

Here's my question: what else can I do? Can I personally call Paysystems? Or is a chargeback my only recourse at this point? I don't want to add to the host's troubles; as people, they are great, but as a business, they are falling apart.

I've called my bank about preventing the next charge, but they said I'd have to block the processor (Paysystems), and that would mean I couldn't do any business with anyone else who uses Paysystems either.

The next scheduled charge is Nov 1 (2 days). That would make 3 months at $20 each, not a lot for some but a small fortune for me.

I figured other web hosts might have an idea or two, so please, any advice?
Many thanks for reading!

[ldcdc]

That would make 3 months at $20 each, not a lot for some but a small fortune for me.

That would be a small fortune for me too so I can understand your position.

Or is a chargeback my only recourse at this point? I don't want to add to the host's troubles; as people, they are great, but as a business, they are falling apart.

Well, they might be great people, but the way I see it, you care more about them than they care about themselves. I mean... it should be obvious to them that if they don't refund you, at some point, you'd have to chargeback.

IMHO the biggest problem is avoiding to get charged again. Perhaps the ultimate solution would be to cancel your card and make yourself a brand new one. A real hassle...

Apparently I'm not the only one with billing/refund issues.

Well... that works a bit against them and sort of encourages you to go for the chargeback. At least it would encourage me to take care of myself and care less about them.

Sorry to hear about your problems and good luck!

[DreamStudios]

From a business standpoint, I hate to advocate a chargeback... however... nothing gets me moving faster than when I hear the evil word :-) I would email them one last time and let them know you will be petitioning for a chargeback if you don't have a authorization/transaction number for the refund within 48 hours. Document EVERYTHING via email, get read receipts for everything you send. If in 48 hours you don't have a read receipt and no response, hit the bank and let them know what's up.

[Handsome_Devil]

Most of the time these things happens because of the care less ness of the support team members or by using problematic billing software. Good news is that people are alert about these things.

[paige]

Originally posted by Handsome_Devil
Most of the time these things happens because of the care less ness of the support team members or by using problematic billing software. Good news is that people are alert about these things.

Oh I firmly believe the original problem comes from glitchy software, but it's the host's choice to keep using that software despite the glitch. And if there just isn't any other option right now for billing, then be aware of the problem, be proactive... don't let 3 months pass (5 months for another former client).

Thanks for all the responses. I'm drafting up a last email to the company. If I get charged again on Monday, then we will initiate 3 chargebacks.

I hate to, though, especially when a little communication would go *so* far.

[2Grumpy]

Originally posted by paige
They said they'd call Paysystems for the refund and to stop the recurring billing.

This might be the problem - Paysystems - it is quite possible (if the host was non-US based) that Paysystems' problems totally put your host out of business!

Do a search for Paysystems and grab a BIG glass of coke and prepare for a LOT of long threads. The short of it is - paysystems screwed their customers royally, and when I say screwed - well the mods would probably get mad if I said what kinda screwing they put over on the hosts that depended on them but let's just say "a major screwing over".

So it "might" and I say "might" not be totally your hosts fault, they might be sitting around holding the bag for paysystems screwup.

[paige]

This might be the problem - Paysystems - it is quite possible (if the host was non-US based) that Paysystems' problems totally put your host out of business!

I remember that non-US hosts were indeed screwed, but my host is out of California... used to have a pretty decent rep around here too.

At any rate, my final email has been sent off. If we get charged again on Monday, we're calling the bank to start the chargeback process. If there's no response from the host by Tuesday morning, we're calling anyway.

This has to end. I've been with good companies and bad, but the only other one to give me this much trouble was Featureprice. Not good company to be in.

Thanks again y'all.

[paige]

Dear Paige Norman,

The current payment for your repeat charge has been successfully processed on Oct 31 2004 7:54:38:173PM:

Order Type : Recurring Transaction
Original Order ID : 829***386
Order ID : 830***381
Total Charged : 19.95
Company : ************
Product : Invoice Number #5505
Description : Invoice Number #5505
Cycle : 0 months and 30 days
Current Period : 5
Total Periods : 48

Thank you,

************
http://www.mypaysystems.com/consumer

Yup, I got charged again. The bank opens in 3.5 hours, we'll start the chargeback process then.

And btw, the company name is not banned here, I just starred it out. I don't wanna name and shame, I just want my money back.

[paige]

This wasn't an invitation to spam my email with offers. I have a host I'm very happy with, and all spam goes to SpamCop.

Thanks!

[ldcdc]

You can (should actually) report the offenders to the moderators too.

http://www.webhostingtalk.com/helpdesk/

[projo]

..and all spam goes to SpamCop. Thanks! [/B]

And in my opinion. that was not spam. The offers probably fail the "spam" test in a number of ways. For example, an offer made to a particular recipient with a demonstrated interest in the subject; Not part of a mass mailing.

But I guess I am off topic.

I was not one of those who sent you an offer. I don't really like unsolicited offers either, but I don't think all offers are spam.

Gary

[paige]

an offer made to a particular recipient with a demonstrated interest

There was no demonstrated interest in getting a new host, I just wanted advice on a billing issue. The emails I got (both of them) basically said "saw your post, check out my site." Maybe not bulk email, but unsolicited & commercial all the same. And against the spirit of the rules, as I understand it.

Never thought of the helpdesk, though. I'm a goober for just deleting them.

[HiVelocity]

Tell your host you are going to chargeback if they do not refund.  No company likes to get chargebacks and they will realize it will cost them more if they dont refund the money to you.  If they dont refund, then initiate the chargeback.

[paige]

I've mentioned doing a chargeback many times, and eventually the host did post a response on their forum. They asked for my phone number, so we could do a conference call with Paysystems and clear this up.

They said they'd call in "an hour". That was 9:38am yesterday.

No call, no further responses, and now their forums are down.

I'm done with it.

Thanks for letting me vent

[AHFBWEB]

when are you goping to spill the beans on who this host is?

Dave