Refund Refused - Impossible Support [resolved]

[calum]

In late July I moved away from HostGator (not for bad reasons, I had just grown out of shared but a dedicated was too expensive, so I went for a VPS with someone else).

I sent an email to sales@hostgator.com saying that I wished to cancel my existing account and quoted the main domain.

I was never told anything wrong, so I assumed my account had been cancelled.

But now, I have received my credit card statement and have a bill for both August and September (but luckily no October, since I submitted a second cancellation requestion in time), which really is not on since I clearly submitted my first request in late July, well before my August invoice.

I opened a ticket (ID: IAC-3041852) and so far have gotten no where with the support.

The first reply ignored everything I said and just started talking about a very old cancellation request for my old shared plan, and my most recent request.

The second reply quotes the ToS about the cancellation form (which I didn't know about, but if there had been a problem with my first request then someone from HG should have told me and I would have filled out the form).

So, the second reply was a bit more helpful but still completely ignored the fact that HG hadn't cancelled my account and hadn't told me it was still active.

Now, reply number 3 is the most useless one. It quotes a paragraph from the ToS and then asks if there is anything else I need help with.


So essentially, I have been billed for two months of hosting after I submitted a cancellation request and moved all my sites off the server (if you check the bandwidth and stuff, you will see none is used). And now support just ignore what I am saying.

Ticket: IAC-3041852

[GatorDHanna]

Hi there,

I'm sorry to hear about the inconvenience. For legal reasons, we do require that customers use our cancellation form to cancel their accounts (instead of just emailing us). We've found that the cancellation form minimizes the number of confusions and problems that could occur as a result of the sometimes confusing cancellations process.

Do you have the exact date and time you emailed our sales department? We can't seem to find that email. With that in mind, if you did send an email asking to cancel your account, I can guarantee that you would be pointed towards the cancellation form.

[calum]

I replied to the ticket, luckily the email is still in my sent items so I replied with the exact date and time.

I have also provided a lot of proof that I sent the email and that I moved all my files out of my hg account and change my main domain away from hg - why would I still use my reseller with my main domain pointed away from it?

[calum]

This has been dealt with, thank you HG for your help with this issue.

I have now been refunded for both months that were charged after I sent the cancellation email, thanks HG for helping.

[GatorDHanna]

Calum,

You're welcome! I'm glad we were able to sort this out for you.