A few years ago, I used to be hosted by a company named NTIDesign They were great, and I struck up a friendship with one of the guys there. When he left, I decided to leave as well, for other reasons.
Looking for a host, I consulted my other web friends. One pointed me to ExistHost. Looking everything over, it seemed like a good deal. Price was great, benefits were great. So I comitted.
The first time they automatically renewed my account, it caught me by suprise, but I lived with it. A few days early, but that’s okay. I should’ve watched it a little more closely.
The next year, though, really hit me early. ExistHost charged me a full 30 days before they should have. In looking around, I see I wasn’t alone in that debacle. I’ve since resolved the matter, and receive a refund. I’m hosted with DreamHost, which is just phenominal.
Here’s a transcription of my conversations to get my money back with ExistHost. I hope some of this can help you when they screw you over too.
From: +dM
Sent: Wednesday, March 28, 2007 2:09 PM
To: support@existhosting.com
Subject: Hosting BillHello!
Please revert the charges for my autorenewal for my hosting account.
None of the mailings I rec’d said this would charge now, rather than towards the end of april.
Thank You,
Dustin Meadowshttp://acidhack.com
–
Quis custodiet ipsos custodes?
On 3/28/07, EXIST Hosting – Support < support@existhosting.com> wrote:Hello,
When can we charge the renewal fee to your account then?
Thanks
Support Department
InterWeb Media Inc / EXIST Hosting
support@existhosting.comhttp://www.existhosting.com
Tel: 1.888.447.1821 ext 82
Fax: 1.888.206.9020
From: +dM
Sent: Thursday, March 29, 2007 5:42 AM
To: EXIST Hosting – Support
Subject: Re: Hosting BillPlease bill me through PayPal. I have updated my billing preferences through the control panel.
On 3/29/07, EXIST Hosting – Support < support@existhosting.com > wrote:Hello,
We have to have a valid card on file, the paypal option is soon something we will not be offering anymore.
We need a valid card on file, when do you want that charged?
Thanks
Support Department
InterWeb Media Inc / EXIST Hosting
support@existhosting.comhttp://www.existhosting.com
Tel: 1.888.447.1821 ext 82
Fax: 1.888.206.9020
From: +dM
Sent: Thursday, March 29, 2007 9:45 AMTo: EXIST Hosting – Support
Subject: Re: Hosting BillWhen is my account paid through right now?
On 3/29/07, EXIST Hosting – Support < support@existhosting.com> wrote:Hello,
it is paid through until May 2008.
Your 1 year renewal was processed
Thanks
Support Department
InterWeb Media Inc / EXIST Hosting
support@existhosting.comhttp://www.existhosting.com
Tel: 1.888.447.1821 ext 82
Fax: 1.888.206.9020
From: +dM
Sent: Thursday, March 29, 2007 11:25 AMTo: EXIST Hosting – Support
Subject: Re: Hosting Billno no no! I did not authorize that. I tried calling, but was told I need to email, so let me properly explain this:
1) I do NOT authorize charging of my renewal fees at this time. revert the charges as i have asked several times now.
2) I will NOT authorize any charges until I know when my current hosting expires
Please let me know what you need from me to make this happen.
On 3/29/07, EXIST Hosting – Support <support@existhosting.com> wrote:Hello,
Your account expired end of April 2007 and as we said we charge renewals one month before.
So it comes to the same thing if we charge next month or now.
Please let us know
Support Department
InterWeb Media Inc / EXIST Hosting
support@existhosting.comhttp://www.existhosting.com
Tel: 1.888.447.1821 ext 82
Fax: 1.888.206.9020
From: +dM
Sent: Thursday, March 29, 2007 12:56 PMTo: EXIST Hosting – Support
Subject: Re: Hosting BillPlease show me where the “Terms of Service” are that I’ve agreed to, referenced in my logged IM conversation yesterday. Additionally, please highlight where in the TOS is shows that you will bill me 30 days prior to my account expiration.
I do not see any “Terms of Service” on your website (Referred to by your rep as TOS). I do, however, see a Service Agreement (that was not referred to). Within the Service Agreement, I do not see a section stating that I will be charged for renewal, prior to the end date of my service’s respective term. What I have found under section 1.2 of the CUSTOMER SERVICE AGREEMENT For Shared Hosting Services, is the following:
“Unless otherwise specified in a Service Attachment, following the expiration of a service’s respective term, the term will automatically renew for the length of the initial term (“Renewal Term”) unless cancelled in writing by either party. ”
Since my account does not expire until the end of April, 2007, and today is March 29th, 2007, I do not authorize any charges made to my credit card on file prior to the expiration date of my service with existhost. Any pending charges should be removed, as they are not authorized by myself nor your service agreement. Again, any charges made to my credit card are done so without my approval.
I will decide by April 30 2007 if I wish to stay with Existhost.
Thank You,
Dustin Meadowshttp://acidhack.com
On 3/29/07, EXIST Hosting – Support < support@existhosting.com> wrote:Hello,
We are sorry about this inconvenience, this is just how the billing has worked for the past 5 years here.
Normally all customers are aware. We wish for you to stay a customer of ours.
Please let us know
Support Department
InterWeb Media Inc / EXIST Hosting
support@existhosting.comhttp://www.existhosting.com
Tel: 1.888.447.1821 ext 82
Fax: 1.888.206.9020
On 3/31/07, +dM <xxxx@gmail.com> wrote:I have repeatedly stated in this email string that I DO NOT approve ANY charges made to my card.
You have charged my card.
I expect a full refund of the charges that I DID NOT approve within 72 hours.
Thank You,
Dustin Meadows
On 4/2/07, +dM <xxxx@gmail.com> wrote:Good Morning!
Just a reminder that I expect a full refund of the charges made to my account that I did not approve.
Thank You,
Dustin Meadows
Acidhack.com
From: +dM
Sent: Tuesday, April 03, 2007 7:24 AMTo: EXIST Hosting – Support
Subject: Re: Hosting BillGood morning.
On 03/28/2007, your company charged my credit card on file for renewal to my shared hosting account more than 30 days prior to the expiration of said account, and more than 30 days prior to my previous year’s bill, without any warning.
You stated on 03/29/2007 that “this is the way it has always been”, but that is not the case, as it is not stated in your Service Agreement that billing will occur up to 30 days prior to the expiration of my shared hosting account, nor were the charges made this way last year.
I have requested that you remove the charge from my Credit Card on file on 3/28/2007 and 03/29/2007 in writing. Additionally, on those dates, I clearly expressed that I do not approve any charges made to my account.
I requested on 03/28/2007 that I be given until the end of April 2007 to decide if I wish to stay with ExistHost. Through your own admission in writing, and per your service agreement, my account was already paid through the end of April 2007.
You have ignored all requests I have made. You collected money on a charge that was clearly unauthorized by me, in writing, on 03/28/2007, 03/29/2007, 03/31/2007 and 04/02/2007.
Please show me, in writing, that I have authorized the autorenewal for 12 months service prior to the expiration of my previous 12 agreement.
This will be my final request for refund of the 78.00 that was charged to my Credit Card without my authorization before I may take other action afforded to me by your service agreement and my banking institution.
To summarize, My account started with you at the end of April, 2005. Per your service agreement, charges for my renewal were processed for 12 months on 05/02/2006. In violation of your service agreement, after only 11 months of service, I have been charged for another autorenewal. I have requested this refund several times, in writing, and all requests have been ignored.
I expect a refund by 5PM EDT, April 03, 2007.
Respectfully,
Dustin Meadowshttp://acidhack.com
On 4/3/07, EXIST Hosting – Support <support@existhosting.com> wrote:Hello,
We just want to confirm something, your account is due for renewal in any case by the end of April 2007.
As we said all accounts renew one month ahead of time, this is how billing is done as per our TOS.
Please read our TOS regarding chargebacks as well as it can create further issues between EXIST and you.
Please let us know WHEN do you want this charged as it was already processed and this is usually how it is done
Thanks
Support Department
InterWeb Media Inc / EXIST Hosting
support@existhosting.comhttp://www.existhosting.com
Tel: 1.888.447.1821 ext 82
Fax: 1.888.206.9020
From: +dM
Sent: Tuesday, April 03, 2007 5:31 PMTo: EXIST Hosting – Support
Subject: Re: Hosting BillHello,
I stated the following in an email dated 03/29/2007 at 11:56 AM CDT:
1) I requested that you show me where in your Service Agreement that you charge 30 days prior to the expiration of my service with you. Under section 1.2 of your service agreement for shared hosting, the following was listed:
“Unless otherwise specified in a Service Attachment, following the expiration of a service’s respective term, the term will automatically renew for the length of the initial term (“Renewal Term”) unless cancelled in writing by either party. ”
As my account does not expire until the end of April 2007, we have not passed the expiration of my service’s respective term.
2) At this point, I have yet to commit to another term with ExistHost.
Please show me what section of your published Service Agreement covers your points. I have requested this twice now, in writing, and have not received an answer.
During the signup process, prior to being charged, I am not asked to agree to any terms of service. The last point prior to being charged is on the following page: https://www.existhosting.com/order/signup2.php. There is no mention of a Terms Of Service.
Here is the link to your Service Agreement that I have found on your site, that I believe I am bound to: http://www.existhosting.com/agreement/#Shared
I don’t mean to be a pest, but you have left me no other choice. I have been charged for a future service that, per our agreement, I have yet to commit to.
I am simply asking that you either refund the fees that were prematurely charged; or show me, in a verifiable published format, where I am bound to this agreement at this date. I will authorize the processing of my renewal fees on 04/27/2007 only if I commit to another term with ExistHost. At this time, I have not committed.
Respectfully,
Dustin Meadowshttp://acidhack.com
On 4/4/07, EXIST Hosting – Support < support@existhosting.com> wrote:Hello,
Your card was refunded, please let us know at the end of April 2007 if you want to renew
Thanks
Support Department
InterWeb Media Inc / EXIST Hosting
support@existhosting.comhttp://www.existhosting.com
Tel: 1.888.447.1821 ext 82
Fax: 1.888.206.9020