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Report: #629365

Complaint Review: JaguarPC - Internet

  • Submitted:
  • Updated:
  • Reported By: Grant — Pittsburgh Pennsylvania United States of America
  • Author Not Confirmed What's this?
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  • JaguarPC Internet United States of America

JaguarPC Continues to charge for months where no service is provided Internet

*UPDATE Employee: The account wasn't canceled.
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Alright.  On April 30th 2010 I sent an email to JaguarPC cancelling my web hosting and I will not pay for any hosting past May 19th 2010.  They sent me back an email saying sorry to hear you are cancelling.  Unfortunately at the bottom of the email are additional instructions to cancel.  Yes I didn't read the whole email in detail.  I had to take more steps I to cancel I guess.


BUT they shut off my web hosting!! 

For all I knew it was cancelled.  Two months later I see that I am still getting billed.  The account has been shut off for 1 month 13 days.

I acknowledged I was an idiot.  I had to follow more steps to cancel and I didn't realize that when I inquired within.  BUT I didn't get web hosting services for 1 month and 13 days.  I should at least get a refund on one month. 

They refuse.  They say they are paying for licenses and slots to host.  Mind you my website was SHUT OFF for 1 month 13 days.  Fine JaguarPC.  Keep the $65.21.  That is the kind of company you are dealing with if you deal with JaguarPC.

This report was posted on Ripoff Report on 08/05/2010 01:31 PM and is a permanent record located here: https://www.ripoffreport.com/reports/jaguarpc/internet/jaguarpc-continues-to-charge-for-months-where-no-service-is-provided-internet-629365. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
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#1 UPDATE Employee

The account wasn't canceled.

AUTHOR: Tracie - (United States of America)

SUBMITTED: Thursday, August 05, 2010

POSTED: Thursday, August 05, 2010
This client did email us April 30th asking to cancel. We gave instructions on how to cancel the account, which was to login and cancel it from within his dashboard.

This was not done. And the client never replied to our instructions. Had it been canceled per the detailed instructions we provided, the billing would have stopped immediately.

Since the client did not cancel the account per our instructions (which is to just fill out a small form) nor did he reply to the instructions we gave, we had no way of knowing he wanted to continue with the cancellation. As such, the account was left open and billing continued.

Multiple billing notices were sent monthly, both in advance about any upcoming invoices, as well as notifications that billing failed. The client states he had no way of knowing it wasnt canceled, however; 14 notices were sent between May and August. The client can verify the notifications were sent by logging into his dashboard and clicking on notices/alerts. These notices were also sent via email to the email address he had on file for his account.

Since the account went non-paid, we did suspend it in June and notified him it was suspended. We did not receive a reply or acknowledgment of our suspension notice to him until today. The client confirmed to us today that he received the suspension notice.

The account was scheduled for termination due to non-payment. However; the invoices were paid today so we restored service. 

Today is the first time weve heard from this client since his original email requesting to cancel, despite the many notices we sent about the billing.

As a courtesy, we email our clients 10 days before any billing occurs with a notification of the invoice coming due soon, which account it will be for, and what the total will be. This gives clients time to cancel the account should they not wish to continue services with us. I've confirmed the advance notices were sent to this client each month since April, as well as notifications when the billing failed. These notices are available in our client dashboard as well as email.

Today when this client contacted us, I gave him the instructions again on how to cancel and explained that following the cancel procedure would stop all future billing. I also explained that since the account was not canceled, there was no refund due.

Its clear in our terms of service that billing will continue until the account(s) are canceled. (Billing is stopped automatically and immediately when the cancel form is filled out and its easy to find under the Accounts menu in our client dashboard. Its simply Accounts > Cancel Account). Its also clear in our ToS that if a client isnt using the account, but doesnt cancel it, its still billable. This includes suspensions due to failed billing.

Ive now confirmed that as of today the client has canceled the account per our instructions and billing has stopped.
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