We’re reviewed the customer’s account thoroughly both in terms of billing and hardwareAt the time of suspension (5/4/2016) the customer had two outstanding invoices dated 3/15/(No: [redacted] ) and 4/15/(No: [redacted] ) respectivelyThe March invoice was days past dueThis was communicated to the customer on 3/25/and 4/27/respectively in writing Per our terms of use all invoices issued to customers who choose to pay by check are due days after a service is renewedOur system doesn’t allow customers to go past the day mark if there are unpaid amounts for services, hence why the account was suspendedThe notice the customer is referring to is a statement of activity and shows both total charges for the current service period and an outstanding balance from the previous oneThis is something our billing representatives would have explained if they were askedNevertheless, as a gesture of good will we have offered the customer weeks of free serviceUnder circumstances we never offer any compensation for service downtime caused due to non-payment.As far as the hardware goes – Hostway does not modify hardware (including upgrade or update) without a customer’s express consent and directionThe current hardware the customer is on costs 50$ a month (+28$ for software costs) and while it is a legacy offering it is what the customer ordered and has agreed to pay and while the gear is old it is still functionalOur sales team is always available and is more than willing to sell new hardware to any customer that is interested in an upgrade.Due to all the inconvenience we are however willing to extend our week free time offer to one full month of free service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/20) */ Contact Name and Title: [redacted] Contact Email: [redacted] @hostway.com Considering the customer acknowledged that they get their auto renew notice we would only be able to refund them for years worth of renewal and waive the chargeback fee and have the account closed in good standingWe couldn't reach the customer over the phone since the phone number on file was not in serviceWe'll send him an e-mail confirming the refund total amount- $ was refunded back to his card and the 25$ has been waived Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I did acknowledge I received the auto renew emailThe problem I have is thisdays notice is to short a time frameBy the time I saw the email, it was too late, it was renewedWhen I purchased domain names in the past from HostwayAbout days before it was time to renew, I would receive or email reminders to renewI should not be responsible for any costs or fee's that Hostway incurred when renewing the domain name
On 2/24/our system attempted to renew domain as it was setup with auto-renew, but it failed as the credit card on file was declinedAfter the payment failure the system automatically disables the auto-renew as there is no valid payment type on fileFrom that point on its customer`s responsibility to updated payment info and manually renew the domain name Our system immediately e-mailed the primary e-mail on file [redacted] @aol.com that the renewal had failed due to payment issueThe notice clearly states that all products will cease to function and has clear instructions on how to update payment information and what steps need to be taken in order to renew the domain We have sent a final expiration notice on 04/09/as well as multiple other notices that the account is past due on 02/25, 04/That final notice advises the domain is out of grace period and customer will lose it if action is not taken Hostway retained the domain for an additional days as part of the domain name’s redemption period where the domain could have been restored but no action was taken on behalf of the customer The first indication Hostway received that the customer wanted the service was in August – which was months after the domain had expired, even though services had cease to function back in March All services related to the domain were canceled on 08/per the customer’s request and as a gesture of good will we have refunded the last monthly fees, which we are not obligated to as our terms of service clearly state that domain expiration doesn’t automatically cancel any other services We will be issuing an additional months of refunds as a final gesture of good will due to inconvenience the customer has gone through
Initial Business Response / [redacted] (1000, 7, 2015/10/01) */ After further research and discussions with our customer support operations - The customer experienced database corruption on August 10th resulting in his website going downTechnical support was contacted for assistanceThe specific root cause of the database corruption was not determined; however after troubleshooting there were no indications this was caused via Hostway or a failure of the productTechnical support assisted and went out of the scope of support to assist the customer restore his database to ensure customer satisfactionThis issue was resolvedAccording to our documentation, the customer then experienced another database issue on August 24th however this instance was a result of the hard drive being fullThis was resolved same day by assisting the customer with freeing up disk spaceWe have received notification that the client requests his account to be canceledDue to the negative experience the client feels he faced, Hostway will process a credit in the amount of $ and a refund in the amount of $ Please let me know if you need anything else at this point [redacted] Director, Customer Support Hostway Corporation Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) It was a fair offer so the management team agreed to accept the offer
Initial Business Response /* (1000, 5, 2014/10/08) */
Contact Name and Title: *** ***
Contact Email: ***@hostway.com
We looked into this case and found that we do have records that the customer called to cancel but had decided to keep it active due to our no-refunds policy.TT#
XXXXXXXX
Below are the notes the agent took when the call was placed:
Caller's First Last Name: *** ***
Verified: *** pw
Issue: Account cancellation requestThe project was going to be temporary closed and customer intended to re initiate it in a couple of months
Troubleshooting steps: As customer wanted to be refunded for the unused period of time, I advised on our cancellation and refund policyHe decided to keep the account active and cancel it when it is up for renewalI advised him to contact us prior to 06/12/2015, in order to cancel and prevent further charges
At this time, we see no reason to credit the outstanding balance as the service had been providedWe have already made an exception by applying a pro-rated credit for the unused time
The balance due is $
Initial Consumer Rebuttal /* (3000, 7, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I've said repeatedly, it is unethical (note I'm not saying illegal, but it crosses a very fine line) for Hostway to require a credit card on file, automatically charge it without notifying the customer in advance that the subscription is up for renewal (you are a web hosting service and certainly have a way to set this up as an auto-reminder), not giving the customer a grace period after the renewal to cancel the charge and then assessing a bogus fee of $because the customer contested this issue with the credit card companyThis is a despicable business practice and one that I do not want to get *** into
Per Hostway's terms of service, to which all customers agree when they sign up for our service, we do not monitor individual account usage and make no assumptions on when services are to be closed unless specifically instructed by the customerIn this case we have no received any indication that
the services should be closed prior to May and the account was closed effective immediatelyWe have also agreed to waive off the $that was outstanding on the account and not pursue collectionsThe account is currently closed with no balance and no further charges will be generatedThis was communicated to the customer via e-mail on 5/5/
Contact Name and Title: *** - SR.Manager
Contact Phone: ***
Contact Email: ***@hostway.com
Hello,
Firstly I would like to apologize on behalf of Hostway for the issues that you experiencedI am sorry that we could not better address those for you
I spoke with your sales
rep and we will be able to release you from the contract as you requested
The process for that has begun nowYou should be contacted shortly when the cancellation is complete
We've reviewed the records under this account and we have absolutely no record of a previous cancellation request submitted by the customer. Our company requires at least a 30 day cancellation notice for all services per our MSA https://hostway.com/about/master-services-agreement/#generaltermsThe...
only indication we received that the services weren't being used was a chargeback request to the most recent service renewal payment and an e-mail sent to us on Feb 13th 2017. We have no record of either a phone call or an e-mail beyond that.Regardless we've agreed to make an exception to our general policies and issue a refund for the full amount paid 11/10/2016 as this appears to have cause the customer a fair bit of discomfort. The amount was refunded to today and will be back to the customer's credit card within 3-5 business days. The account will remain closed with a 0 balance.
Initial Business Response /* (1000, 7, 2015/10/01) */
After further research and discussions with our customer support operations - The customer experienced database corruption on August 10th resulting in his website going down. Technical support was contacted for assistance. The specific root...
cause of the database corruption was not determined; however after troubleshooting there were no indications this was caused via Hostway or a failure of the product. Technical support assisted and went out of the scope of support to assist the customer restore his database to ensure customer satisfaction. This issue was resolved. According to our documentation, the customer then experienced another database issue on August 24th however this instance was a result of the hard drive being full. This was resolved same day by assisting the customer with freeing up disk space. We have received notification that the client requests his account to be canceled. Due to the negative experience the client feels he faced, Hostway will process a credit in the amount of $ 26.90 and a refund in the amount of $264.66.
Please let me know if you need anything else at this point.
[redacted]
Director, Customer Support
Hostway Corporation
Initial Consumer Rebuttal /* (2000, 9, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was a fair offer so the management team agreed to accept the offer.
Per Hostway's Master Service Agreement https://www.hostway.com/legal/msa.html:"Hostway does not monitor, and will not automatically cancel, plans for any problems arising out of or related to domain name transfers, non-usage, [redacted], your [redacted], or any other secondary issues not directly related to...
the Hostway Services. Cancellation of your Hostway Services does not relieve you from paying all outstanding balances owed on your Client Account."Hostway doesn't commit to monitor hosting usage in part due to the fact that domain names and hosting services may be provided by different companies and still operate as intended, all based on customer preference. Therefor we don't automatically assume that a domain transfer constitutes a cancellation to avoid causing unnecessary downtime and we leave it up to our customers to notify us when they are ready to shut down services.We only received indication that our hosting services weren't being used on 08/02 via a phone call and we terminated them with that date in effect.Regardless seeing as the customer has been with us many years - we agree to make an exception in this case to our general policy and refund the last 3 payments processed on the account - totaling: $65.85This amount will be refunded back and should be back on the customer's card within 3-5 business days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/11/03) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
As a gesture of good will we've issued a prorated refund for the two annual charges. He should have those within 3-5 business days.
We’re reviewed the customer’s account thoroughly both in terms of billing and hardware. At the time of suspension (5/4/2016) the customer had two outstanding invoices dated 3/15/2016 (No: [redacted]) and 4/15/2016 (No: [redacted]) respectively. The March invoice was 50 days past due. This was communicated...
to the customer on 3/25/2016 and 4/27/2016 respectively in writing. Per our terms of use all invoices issued to customers who choose to pay by check are due 10 days after a service is renewed. Our system doesn’t allow customers to go past the 50 day mark if there are unpaid amounts for services, hence why the account was suspended. The notice the customer is referring to is a statement of activity and shows both total charges for the current service period and an outstanding balance from the previous one. This is something our billing representatives would have explained if they were asked. Nevertheless, as a gesture of good will we have offered the customer 2 weeks of free service. Under normal circumstances we never offer any compensation for service downtime caused due to non-payment.As far as the hardware goes – Hostway does not modify hardware (including upgrade or update) without a customer’s express consent and direction. The current hardware the customer is on costs 50$ a month (+28$ for software costs) and while it is a legacy offering it is what the customer ordered and has agreed to pay and while the gear is old it is still functional. Our sales team is always available and is more than willing to sell new hardware to any customer that is interested in an upgrade.Due to all the inconvenience we are however willing to extend our 2 week free time offer to one full month of free service.
Initial Business Response /* (1000, 5, 2015/02/20) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
Considering the customer acknowledged that they get their auto renew notice we would only be able to refund them for 4 years worth of renewal and waive the...
chargeback fee and have the account closed in good standing. We couldn't reach the customer over the phone since the phone number on file was not in service. We'll send him an e-mail confirming the refund total amount- $ 51.80 was refunded back to his card and the 25$ has been waived.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I did acknowledge I received the auto renew email. The problem I have is this. 5 days notice is to short a time frame. By the time I saw the email, it was too late, it was renewed. When I purchased domain names in the past from Hostway. About 30 days before it was time to renew, I would receive 2 or 3 email reminders to renew. I should not be responsible for any costs or fee's that Hostway incurred when renewing the domain name.
On 2/24/2016 our system attempted to renew domain as it was setup with auto-renew, but it failed as the credit card on file was declined. After the payment failure the system automatically disables the auto-renew as there is no valid payment type on file. From that point on its customer`s...
responsibility to updated payment info and manually renew the domain name. Our system immediately e-mailed the primary e-mail on file [redacted]@aol.com that the renewal had failed due to payment issue. The notice clearly states that all products will cease to function and has clear instructions on how to update payment information and what steps need to be taken in order to renew the domain. We have sent a final expiration notice on 04/09/2016 as well as multiple other notices that the account is past due on 02/25, 04/01. That final notice advises the domain is out of grace period and customer will lose it if action is not taken. Hostway retained the domain for an additional 30 days as part of the domain name’s redemption period where the domain could have been restored but no action was taken on behalf of the customer. The first indication Hostway received that the customer wanted the service was in August – which was 5 months after the domain had expired, even though services had cease to function back in March. All services related to the domain were canceled on 08/26 per the customer’s request and as a gesture of good will we have refunded the last 2 monthly fees, which we are not obligated to as our terms of service clearly state that domain expiration doesn’t automatically cancel any other services. We will be issuing an additional 3 months of refunds as a final gesture of good will due to inconvenience the customer has gone through.
We’re reviewed the customer’s account thoroughly both in terms of billing and hardwareAt the time of suspension (5/4/2016) the customer had two outstanding invoices dated 3/15/(No: [redacted] ) and 4/15/(No: [redacted] ) respectivelyThe March invoice was days past dueThis was communicated to the customer on 3/25/and 4/27/respectively in writing Per our terms of use all invoices issued to customers who choose to pay by check are due days after a service is renewedOur system doesn’t allow customers to go past the day mark if there are unpaid amounts for services, hence why the account was suspendedThe notice the customer is referring to is a statement of activity and shows both total charges for the current service period and an outstanding balance from the previous oneThis is something our billing representatives would have explained if they were askedNevertheless, as a gesture of good will we have offered the customer weeks of free serviceUnder circumstances we never offer any compensation for service downtime caused due to non-payment.As far as the hardware goes – Hostway does not modify hardware (including upgrade or update) without a customer’s express consent and directionThe current hardware the customer is on costs 50$ a month (+28$ for software costs) and while it is a legacy offering it is what the customer ordered and has agreed to pay and while the gear is old it is still functionalOur sales team is always available and is more than willing to sell new hardware to any customer that is interested in an upgrade.Due to all the inconvenience we are however willing to extend our week free time offer to one full month of free service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/20) */ Contact Name and Title: [redacted] Contact Email: [redacted] @hostway.com Considering the customer acknowledged that they get their auto renew notice we would only be able to refund them for years worth of renewal and waive the chargeback fee and have the account closed in good standingWe couldn't reach the customer over the phone since the phone number on file was not in serviceWe'll send him an e-mail confirming the refund total amount- $ was refunded back to his card and the 25$ has been waived Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I did acknowledge I received the auto renew emailThe problem I have is thisdays notice is to short a time frameBy the time I saw the email, it was too late, it was renewedWhen I purchased domain names in the past from HostwayAbout days before it was time to renew, I would receive or email reminders to renewI should not be responsible for any costs or fee's that Hostway incurred when renewing the domain name
On 2/24/our system attempted to renew domain as it was setup with auto-renew, but it failed as the credit card on file was declinedAfter the payment failure the system automatically disables the auto-renew as there is no valid payment type on fileFrom that point on its customer`s responsibility to updated payment info and manually renew the domain name Our system immediately e-mailed the primary e-mail on file [redacted] @aol.com that the renewal had failed due to payment issueThe notice clearly states that all products will cease to function and has clear instructions on how to update payment information and what steps need to be taken in order to renew the domain We have sent a final expiration notice on 04/09/as well as multiple other notices that the account is past due on 02/25, 04/That final notice advises the domain is out of grace period and customer will lose it if action is not taken Hostway retained the domain for an additional days as part of the domain name’s redemption period where the domain could have been restored but no action was taken on behalf of the customer The first indication Hostway received that the customer wanted the service was in August – which was months after the domain had expired, even though services had cease to function back in March All services related to the domain were canceled on 08/per the customer’s request and as a gesture of good will we have refunded the last monthly fees, which we are not obligated to as our terms of service clearly state that domain expiration doesn’t automatically cancel any other services We will be issuing an additional months of refunds as a final gesture of good will due to inconvenience the customer has gone through
Initial Business Response / [redacted] (1000, 7, 2015/10/01) */ After further research and discussions with our customer support operations - The customer experienced database corruption on August 10th resulting in his website going downTechnical support was contacted for assistanceThe specific root cause of the database corruption was not determined; however after troubleshooting there were no indications this was caused via Hostway or a failure of the productTechnical support assisted and went out of the scope of support to assist the customer restore his database to ensure customer satisfactionThis issue was resolvedAccording to our documentation, the customer then experienced another database issue on August 24th however this instance was a result of the hard drive being fullThis was resolved same day by assisting the customer with freeing up disk spaceWe have received notification that the client requests his account to be canceledDue to the negative experience the client feels he faced, Hostway will process a credit in the amount of $ and a refund in the amount of $ Please let me know if you need anything else at this point [redacted] Director, Customer Support Hostway Corporation Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) It was a fair offer so the management team agreed to accept the offer
Initial Business Response /* (1000, 5, 2014/10/08) */
Contact Name and Title: *** ***
Contact Email: ***@hostway.com
We looked into this case and found that we do have records that the customer called to cancel but had decided to keep it active due to our no-refunds policy.TT#
XXXXXXXX
Below are the notes the agent took when the call was placed:
Caller's First Last Name: *** ***
Verified: *** pw
Issue: Account cancellation requestThe project was going to be temporary closed and customer intended to re initiate it in a couple of months
Troubleshooting steps: As customer wanted to be refunded for the unused period of time, I advised on our cancellation and refund policyHe decided to keep the account active and cancel it when it is up for renewalI advised him to contact us prior to 06/12/2015, in order to cancel and prevent further charges
At this time, we see no reason to credit the outstanding balance as the service had been providedWe have already made an exception by applying a pro-rated credit for the unused time
The balance due is $
Initial Consumer Rebuttal /* (3000, 7, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I've said repeatedly, it is unethical (note I'm not saying illegal, but it crosses a very fine line) for Hostway to require a credit card on file, automatically charge it without notifying the customer in advance that the subscription is up for renewal (you are a web hosting service and certainly have a way to set this up as an auto-reminder), not giving the customer a grace period after the renewal to cancel the charge and then assessing a bogus fee of $because the customer contested this issue with the credit card companyThis is a despicable business practice and one that I do not want to get *** into
Per Hostway's terms of service, to which all customers agree when they sign up for our service, we do not monitor individual account usage and make no assumptions on when services are to be closed unless specifically instructed by the customerIn this case we have no received any indication that
the services should be closed prior to May and the account was closed effective immediatelyWe have also agreed to waive off the $that was outstanding on the account and not pursue collectionsThe account is currently closed with no balance and no further charges will be generatedThis was communicated to the customer via e-mail on 5/5/
Contact Name and Title: *** - SR.Manager
Contact Phone: ***
Contact Email: ***@hostway.com
Hello,
Firstly I would like to apologize on behalf of Hostway for the issues that you experiencedI am sorry that we could not better address those for you
I spoke with your sales
rep and we will be able to release you from the contract as you requested
The process for that has begun nowYou should be contacted shortly when the cancellation is complete
We've reviewed the records under this account and we have absolutely no record of a previous cancellation request submitted by the customer. Our company requires at least a 30 day cancellation notice for all services per our MSA https://hostway.com/about/master-services-agreement/#generaltermsThe...
only indication we received that the services weren't being used was a chargeback request to the most recent service renewal payment and an e-mail sent to us on Feb 13th 2017. We have no record of either a phone call or an e-mail beyond that.Regardless we've agreed to make an exception to our general policies and issue a refund for the full amount paid 11/10/2016 as this appears to have cause the customer a fair bit of discomfort. The amount was refunded to today and will be back to the customer's credit card within 3-5 business days. The account will remain closed with a 0 balance.
Initial Business Response /* (1000, 7, 2015/10/01) */
After further research and discussions with our customer support operations - The customer experienced database corruption on August 10th resulting in his website going down. Technical support was contacted for assistance. The specific root...
cause of the database corruption was not determined; however after troubleshooting there were no indications this was caused via Hostway or a failure of the product. Technical support assisted and went out of the scope of support to assist the customer restore his database to ensure customer satisfaction. This issue was resolved. According to our documentation, the customer then experienced another database issue on August 24th however this instance was a result of the hard drive being full. This was resolved same day by assisting the customer with freeing up disk space. We have received notification that the client requests his account to be canceled. Due to the negative experience the client feels he faced, Hostway will process a credit in the amount of $ 26.90 and a refund in the amount of $264.66.
Please let me know if you need anything else at this point.
[redacted]
Director, Customer Support
Hostway Corporation
Initial Consumer Rebuttal /* (2000, 9, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was a fair offer so the management team agreed to accept the offer.
Per Hostway's Master Service Agreement https://www.hostway.com/legal/msa.html:"Hostway does not monitor, and will not automatically cancel, plans for any problems arising out of or related to domain name transfers, non-usage, [redacted], your [redacted], or any other secondary issues not directly related to...
the Hostway Services. Cancellation of your Hostway Services does not relieve you from paying all outstanding balances owed on your Client Account."Hostway doesn't commit to monitor hosting usage in part due to the fact that domain names and hosting services may be provided by different companies and still operate as intended, all based on customer preference. Therefor we don't automatically assume that a domain transfer constitutes a cancellation to avoid causing unnecessary downtime and we leave it up to our customers to notify us when they are ready to shut down services.We only received indication that our hosting services weren't being used on 08/02 via a phone call and we terminated them with that date in effect.Regardless seeing as the customer has been with us many years - we agree to make an exception in this case to our general policy and refund the last 3 payments processed on the account - totaling: $65.85This amount will be refunded back and should be back on the customer's card within 3-5 business days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/11/03) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
As a gesture of good will we've issued a prorated refund for the two annual charges. He should have those within 3-5 business days.
We’re reviewed the customer’s account thoroughly both in terms of billing and hardware. At the time of suspension (5/4/2016) the customer had two outstanding invoices dated 3/15/2016 (No: [redacted]) and 4/15/2016 (No: [redacted]) respectively. The March invoice was 50 days past due. This was communicated...
to the customer on 3/25/2016 and 4/27/2016 respectively in writing. Per our terms of use all invoices issued to customers who choose to pay by check are due 10 days after a service is renewed. Our system doesn’t allow customers to go past the 50 day mark if there are unpaid amounts for services, hence why the account was suspended. The notice the customer is referring to is a statement of activity and shows both total charges for the current service period and an outstanding balance from the previous one. This is something our billing representatives would have explained if they were asked. Nevertheless, as a gesture of good will we have offered the customer 2 weeks of free service. Under normal circumstances we never offer any compensation for service downtime caused due to non-payment.As far as the hardware goes – Hostway does not modify hardware (including upgrade or update) without a customer’s express consent and direction. The current hardware the customer is on costs 50$ a month (+28$ for software costs) and while it is a legacy offering it is what the customer ordered and has agreed to pay and while the gear is old it is still functional. Our sales team is always available and is more than willing to sell new hardware to any customer that is interested in an upgrade.Due to all the inconvenience we are however willing to extend our 2 week free time offer to one full month of free service.
Initial Business Response /* (1000, 5, 2015/02/20) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
Considering the customer acknowledged that they get their auto renew notice we would only be able to refund them for 4 years worth of renewal and waive the...
chargeback fee and have the account closed in good standing. We couldn't reach the customer over the phone since the phone number on file was not in service. We'll send him an e-mail confirming the refund total amount- $ 51.80 was refunded back to his card and the 25$ has been waived.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I did acknowledge I received the auto renew email. The problem I have is this. 5 days notice is to short a time frame. By the time I saw the email, it was too late, it was renewed. When I purchased domain names in the past from Hostway. About 30 days before it was time to renew, I would receive 2 or 3 email reminders to renew. I should not be responsible for any costs or fee's that Hostway incurred when renewing the domain name.
On 2/24/2016 our system attempted to renew domain as it was setup with auto-renew, but it failed as the credit card on file was declined. After the payment failure the system automatically disables the auto-renew as there is no valid payment type on file. From that point on its customer`s...
responsibility to updated payment info and manually renew the domain name. Our system immediately e-mailed the primary e-mail on file [redacted]@aol.com that the renewal had failed due to payment issue. The notice clearly states that all products will cease to function and has clear instructions on how to update payment information and what steps need to be taken in order to renew the domain. We have sent a final expiration notice on 04/09/2016 as well as multiple other notices that the account is past due on 02/25, 04/01. That final notice advises the domain is out of grace period and customer will lose it if action is not taken. Hostway retained the domain for an additional 30 days as part of the domain name’s redemption period where the domain could have been restored but no action was taken on behalf of the customer. The first indication Hostway received that the customer wanted the service was in August – which was 5 months after the domain had expired, even though services had cease to function back in March. All services related to the domain were canceled on 08/26 per the customer’s request and as a gesture of good will we have refunded the last 2 monthly fees, which we are not obligated to as our terms of service clearly state that domain expiration doesn’t automatically cancel any other services. We will be issuing an additional 3 months of refunds as a final gesture of good will due to inconvenience the customer has gone through.