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.
Initial Business Response /* (1000, 5, 2014/04/10) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
We spoke to this customer several times yesterday via email and chat. In both instances, we advised the customer that in order to cancel service...
with Hostway you must call us to complete the verification process. This required security step is necessary for their protection. A quick call is needed to ensure all appropriate services are closed, any necessary files are backed up and to make sure your request is correctly understood and processed. Just moving your service to another DNS does not constitute a cancellation. We encourage you to check our Terms of Use through the below link:[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its not hard to figure out what services are being closed.
It should be very well understood at this point.
If I needed files to be backed up I would have asked for it.
A quick and simple refund of the charges that were billed (even though it wasn't being received)
I made the request AFTER I logged into their "secure" site with user name and pass code.
I am verified. Process it. And refund what you have over billed. Its that simple.....
[redacted]
Final Business Response /* (4000, 9, 2014/04/10) */
We understand your need to cancel over email but unfortunately we can not do that. We must verify your identity through several factors and that can only be done over the phone per our Terms of Usage. In order to cancel your account you will have to call our customer service department and they will be happy to help you cancel your account.
Final Consumer Response /* (4200, 11, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My identity was verified when I logged on to hostway site and entered user name and password......(just like waht you would ask for over the phone) and communicated through the hostway "secure" site that you'll were over billing me for a service I was not reeiving.
My identity is verified here via my Revdex.com complaint.
It is obvious [redacted] is not being hosted by hostway.
So hostway should obviously stop charging me for a service I am not getting and have not gotten since January.
The cancellation has been done in writing.
Identity verified.... [redacted] - [redacted]
Simply refund the amount that was over billed
Initial Business Response /* (1000, 5, 2014/04/14) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
The domain in question mustanglover.net was transferred out on 1/8/13 but the hosting plan was not cancelled. Just transferring a domain does not constitute a...
cancellation of your hosting plan. According to our "Terms of Use" (http://www.hostway.com/legal/terms_of_use.html).
"Domain name registrations and Web hosting accounts are handled by separate entities. In the event you need to cancel, you must specify whether you would like to cancel your domain name only, your hosting plan only, or both your domain and hosting accounts. The cancellation or expiration of your domain name does not automatically terminate your hosting account (or vice versa). If at any time you elect to manually renew any of your services (in whole or in part), you then become responsible for all future renewals of such services unless and until you notify Hostway otherwise."
"Hosting plans will automatically renew until a plan is cancelled. In order to cancel service, you must contact Hostway's Customer Relations Team, Monday through Friday, 8:00 A.M. to 5:00 P.M. Central Time, at (X-XXX-XXX-XXXX). Hostway's Customer Relations Specialists will assist you with the cancellation process. Please be aware that there are no pro-rated refunds after the first 30 days of service. Non-US customers may contact Hostway's Billing Team via email at .Cancellation requests must be received by Hostway a minimum of thirty (30) days prior to the end of your Billing Cycle. Cancellations submitted later than this time may result in automatic renewal of your hosting plan for the next Billing Cycle. Cancellations become effective on the day processed by Hostway. Hostway is unable to cancel your account effective for a future date. Hostway does not monitor, and will not automatically cancel, plans for problems related to domain name transfers, non-usage, Internic, your ISP, or any other secondary issues not directly related to Hostway's services. Cancellation of services does not relieve the customer from paying any outstanding balance owed on the account. Hostway Services, Inc reserves the right to cancel any account, at any time, without notice, for any reason Hostway Services, Inc considers appropriate."
In order to cancel your account you must our Customer Service X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2014/06/12) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
There has beenno contacts from the customer from 11/08/2010 up until 01/27/2014 when they contacted us to cancel, wanting a refund for 5-6 years going back....
Per TOU Hostway doesn't monitor usage and non usage doesn't constitute an account cancellation and is by no means grounds for a refund. Services were rendered, regardless if they were being used or not. Unless the customer can provide proof that they canceled in 2010 (cancellation confirmation number etc.) we can't issue a refund. This was all explained in writing and by a supervisor in Jan 2014.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company didn't send me any invoice.
If the company had sent an invoice I would not need my debit card to expire in order to know that they had charged me for no service.
Final Business Response /* (4000, 9, 2014/06/17) */
All invoices are available online - Hostway doesn't send them automatically for customers that have auto pay, especially for monthly fees. Services are self managed - we provide the ability to use our services, whether the customer uses them or not is up to him, but that doesn't mean services weren't rendered - any data they had was stored on our servers up until the account was closed for non payment.
Initial Business Response /* (1000, 5, 2014/06/16) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
As a goodwill gesture, we will waive the balance and take account off collections.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/16) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
Thank you for how quickly you resolved this issue. I simply wanted Hostway to cancel my account. They seemed to have a problem doing that until you all intervened. Thank you again.
Contact Name and Title: [redacted] - SR.Manager
Contact Phone: [redacted]
Contact Email: [redacted]@hostway.com
Hello,
Firstly I would like to apologize on behalf of Hostway for the issues that you experienced. I 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 now. You should be contacted shortly when the cancellation is complete.
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.
Initial Business Response /* (1000, 5, 2014/04/10) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
We spoke to this customer several times yesterday via email and chat. In both instances, we advised the customer that in order to cancel service...
with Hostway you must call us to complete the verification process. This required security step is necessary for their protection. A quick call is needed to ensure all appropriate services are closed, any necessary files are backed up and to make sure your request is correctly understood and processed. Just moving your service to another DNS does not constitute a cancellation. We encourage you to check our Terms of Use through the below link:[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its not hard to figure out what services are being closed.
It should be very well understood at this point.
If I needed files to be backed up I would have asked for it.
A quick and simple refund of the charges that were billed (even though it wasn't being received)
I made the request AFTER I logged into their "secure" site with user name and pass code.
I am verified. Process it. And refund what you have over billed. Its that simple.....
[redacted]
Final Business Response /* (4000, 9, 2014/04/10) */
We understand your need to cancel over email but unfortunately we can not do that. We must verify your identity through several factors and that can only be done over the phone per our Terms of Usage. In order to cancel your account you will have to call our customer service department and they will be happy to help you cancel your account.
Final Consumer Response /* (4200, 11, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My identity was verified when I logged on to hostway site and entered user name and password......(just like waht you would ask for over the phone) and communicated through the hostway "secure" site that you'll were over billing me for a service I was not reeiving.
My identity is verified here via my Revdex.com complaint.
It is obvious [redacted] is not being hosted by hostway.
So hostway should obviously stop charging me for a service I am not getting and have not gotten since January.
The cancellation has been done in writing.
Identity verified.... [redacted] - [redacted]
Simply refund the amount that was over billed
Initial Business Response /* (1000, 5, 2014/04/14) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
The domain in question mustanglover.net was transferred out on 1/8/13 but the hosting plan was not cancelled. Just transferring a domain does not constitute a...
cancellation of your hosting plan. According to our "Terms of Use" (http://www.hostway.com/legal/terms_of_use.html).
"Domain name registrations and Web hosting accounts are handled by separate entities. In the event you need to cancel, you must specify whether you would like to cancel your domain name only, your hosting plan only, or both your domain and hosting accounts. The cancellation or expiration of your domain name does not automatically terminate your hosting account (or vice versa). If at any time you elect to manually renew any of your services (in whole or in part), you then become responsible for all future renewals of such services unless and until you notify Hostway otherwise."
"Hosting plans will automatically renew until a plan is cancelled. In order to cancel service, you must contact Hostway's Customer Relations Team, Monday through Friday, 8:00 A.M. to 5:00 P.M. Central Time, at (X-XXX-XXX-XXXX). Hostway's Customer Relations Specialists will assist you with the cancellation process. Please be aware that there are no pro-rated refunds after the first 30 days of service. Non-US customers may contact Hostway's Billing Team via email at .Cancellation requests must be received by Hostway a minimum of thirty (30) days prior to the end of your Billing Cycle. Cancellations submitted later than this time may result in automatic renewal of your hosting plan for the next Billing Cycle. Cancellations become effective on the day processed by Hostway. Hostway is unable to cancel your account effective for a future date. Hostway does not monitor, and will not automatically cancel, plans for problems related to domain name transfers, non-usage, Internic, your ISP, or any other secondary issues not directly related to Hostway's services. Cancellation of services does not relieve the customer from paying any outstanding balance owed on the account. Hostway Services, Inc reserves the right to cancel any account, at any time, without notice, for any reason Hostway Services, Inc considers appropriate."
In order to cancel your account you must our Customer Service X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2014/06/12) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
There has beenno contacts from the customer from 11/08/2010 up until 01/27/2014 when they contacted us to cancel, wanting a refund for 5-6 years going back....
Per TOU Hostway doesn't monitor usage and non usage doesn't constitute an account cancellation and is by no means grounds for a refund. Services were rendered, regardless if they were being used or not. Unless the customer can provide proof that they canceled in 2010 (cancellation confirmation number etc.) we can't issue a refund. This was all explained in writing and by a supervisor in Jan 2014.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company didn't send me any invoice.
If the company had sent an invoice I would not need my debit card to expire in order to know that they had charged me for no service.
Final Business Response /* (4000, 9, 2014/06/17) */
All invoices are available online - Hostway doesn't send them automatically for customers that have auto pay, especially for monthly fees. Services are self managed - we provide the ability to use our services, whether the customer uses them or not is up to him, but that doesn't mean services weren't rendered - any data they had was stored on our servers up until the account was closed for non payment.
Initial Business Response /* (1000, 5, 2014/06/16) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@hostway.com
As a goodwill gesture, we will waive the balance and take account off collections.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/16) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
Thank you for how quickly you resolved this issue. I simply wanted Hostway to cancel my account. They seemed to have a problem doing that until you all intervened. Thank you again.
Contact Name and Title: [redacted] - SR.Manager
Contact Phone: [redacted]
Contact Email: [redacted]@hostway.com
Hello,
Firstly I would like to apologize on behalf of Hostway for the issues that you experienced. I 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 now. You should be contacted shortly when the cancellation is complete.