Thank you

[ddohio]

I understand my situation is unique but HostGator has made it worse.

As a cancer survivor and unable to work, I signed up with HostGator hoping to set up a website to try to make some money. I set up a small bank account because I set it up on automatic billing. But being sick from treatment and medication, I never did anything with it. On April 29 I noticed that a pending charge from HostGator would overdraw that account. I called immediately to cancel the account and request a refund. I explained that if the refund was processed right away that it would cancel out the pending charge and I would be OK. The gentleman on the phone seemed helpful, we waited for the cancellation email to be sent to me, put me on hold for quite awhile, then told me everything would be taken care of. Relieved, I hung up.

A week later, May 6 - no credit has been put through and now my bank will charge me daily for the overdraft. Let me say, I understand my health and financial situation is not the fault of HostGator and for most people, the $9.95 is just change. But now the bigger problem was the recurring bank fees and obviously I am not a big customer of theirs. I called again to customer service and was told by the gentleman that first of all you cannot cancel over the phone. However, I told him I explained my situation on the first call and was put on hold until the cancellation with the ticket number DID come through. However, the credit was not put through like I was told. Again, I was put on hold a couple times then told that I need to respond the the ticket number to request the credit. I told him I was not informed of that and there is nothing on the cancellation email with the ticket number that states that - and in fact on my first call I was assured the credit would be done right away. So I told him I would do it immediately and if an email could be sent to me stating there was a mixup upon the cancellation and that the credit did not go through right away (as was told to me) I could take that to the bank and possibly get my charges reversed. He told me the credit came from a different department and I asked to speak directly to them. He said they were waiting for my email and it would be taken care of right away.

Well - 4 days later, No credit and no response. I again realize this is an unusual situation but what frustrates me most is that they listen and say they will help, I get put on hold while they act like they are taking care of it - but nothing gets done.

[GatorWesley]

Originally Posted by ddohio

Well - 4 days later, No credit and no response.

We replied to your ticket NAU-2613270 yesterday stating the following:

I apologize for the delay, as I should have voided your payment upon the date of your cancellation request, April 29.

I have now issued your refund for your April payment with the following transaction ID: TransID: *******.

Please let me know if there is anything else that we can assist you with, we are more than happy to help.

The account has been refunded, however it may take 3-5 business days for this refund to appear on your credit card statement.

[ddohio]

Thank you for this reply here - however, I did not receive that email. The last email I received regarding this matter was the email to verify my email address sent on 5-6 after my conversation with customer service. I also got the email this morning when I registered for this forum - but no email as you just described. Can you please send that out again and maybe that will help with the bank problem. I did not want to come to a public forum with my problem, but I felt I had no other option.

I will again post when the problem in resolved. After having my own business for many years, I believe that problems do arise and the integrity of the company lies in how those problems are resolved.

dd

[GatorWesley]

I resent the last reply to the ticket. Unfortunately we cannot process cancellations over the phone, so everything has to be submitted and documented through the ticket system.

Your initial cancellation was submitted on April 29th and was processed 8 hours later. Your next reply requesting a refund was submitted on May 6th and was refunded on the 7th, so everything has been processed correctly per your requests in the ticket.

[ddohio]

Wesley,

Again I Thank You and will be looking for the credit. However, I would like the email that you say was sent

I apologize for the delay, as I should have voided your payment upon the date of your cancellation request, April 29.

I have now issued your refund for your April payment with the following transaction ID: TransID: *******.

Please let me know if there is anything else that we can assist you with, we are more than happy to help.

This is necessary to take to the bank.

Although you state it was sent yesterday and then again

I resent the last reply to the ticket.

I still have not received it - however I have received the emails showing you responded to my post here. It appears that is the only one I do not seem to get.

[GatorWesley]

There may be an issue with the filtering on your email account, you can login and view this response directly through out ticket system at http://tickets.hostgator.com - If you do not remember your ticket login, a new one will be emailed to you. Be sure to check any bulk mail / spam folders on your email account.

I'm going to change this thread from a negative to a positive,and the subject from "Unable to get promised credit" to simply "thank you", for the following reasons:

a) all requests were processed in a timely fashion and
b) all your requests were fullfilled by sales

You state you did not receive an email from sales, which may have led to your frustration, but the message was sent (I double checked the ticket system). You're also able to print the message from sales using the link Wesley gave you, above.

Given the above, I do not feel a negative review is accurate.