When Site5 refused to change my billing plan, I cancelled my account. They continue to bill me monthly for services not provided or used.
The jist: Site5 refuses to cancel my account, and continues to bill me for services not provided and not used.
The problems with Site5 began in September of 2014, when I requested that Site5 change my billing plan.
First, when I call to change the payment plan, I am told that I can not change it by phone and the phone agent can't help, that what I need to do is log in to manage it online. I tried to do that. There is no option for me to do so.
So I call again, and am told (sales rep: ******* I just need to set up a new billing account with my same email address. I try to do that, but their systems won't let me have a second account with the same email address.
So I call back, and am told to use a different email address to set up the new account. (Again, sales rep: ******** Mind you, I don't want a new account, I just want a small change made to my existing account.
I set up a new account with a different email address, but that account can't be activated because it gets flagged for fraud because I'm traveling and my IP address doesn't match my billing state, and I need to have a bunch of interaction with them to allow that new, non-fraudulent account (that I don't need because I already have an account I'm simply trying to change) to be activated.
Then, they sent me endless messages demanding passwords and offering fake apologies while not solving the problem - I get a bunch of stuff about how because I'm traveling I need to verify my identity and verify that my new account isn't fake.
Well is it fake? I don't know, I didn't really need it, I liked the account I had already, I just wanted to change how much I pay every month, and in one sense it is fake because it is just an account they said i needed to set up so that i can make this small change to the account I already had.
I am finally allowed to have a new account, but then the company refuses to assist me with transferring my old account to the new account.
After nearly a month of back and forth, and upwards of10 hours spent trying to resolve the problem, it becomes clear that Site5 has no intention of allowing me to change my billing account.
So I moved all my files off their servers, redirected my URLs so that none are pointing to their servers, file the "official request" online that they require to cancel the account, and write a long letter to management about the numerous problems I have had with their service. Technically at this point I have two accounts, neither of which are operational because the company won't solve the problems, and neither of which I am using.
Their managment (***** ****** wrote me back a letter belittling me and claiming the problems I had didn't exist, although there is copious documentation that proves that it did.
Now, every month, they continue to send me a bill for service. Every month, I write back and say that I have cancelled the accounts. They write back and say that I haven't. I write back and tell them to check. Someone named ****** mails frequently. They then go away, until the next billing cycle, where they send me again another, larger bill, which includes charges for the previous months and the current month for services I am not using and that they have not rendered.
This is outrageous treatment that continues on. I want an apology from the business, a statement on why they don't allow people to change their billing plans, and a cancellation of bills for services never used or rendered.
I want an apology from the business, a statement on why they don't allow people to change their billing plans, and a cancellation of bills for services never used or rendered.
I also want to know why billing has failed to investigate this issue to allow it to escalate to this point.
We have no record of this customer's cancellation. Our TOS requires cancellations be submitted in a very specific way for tracking and ownership verification purposes, and there has not been one submitted based on the information provided.
If an account number or domain name can be provided, I can further investigate. However, at this time, I cannot locate a cancellation request for the account.
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted a cancellation in the very specific way that the company requires for the account in question, in addition to writing the leadership a letter about the problems I encountered. They have since advised that I did not cancel the account, although every month I remind them that I have. I am concerned that since they claim I did not submit the form, that submitting it again would
a. put me on the hook for services I have not been using and they have not rendered although I canceled them months ago, and
b. who is to say they will not claim a second time that I have not cancelled service by "having no record of my cancellation" and continue to charge me for services I am not using and they have not rendered?
This is an unacceptable response in a continued poor customer service experience.
Final Consumer Response
As of 2/11/15, this matter has not been handled by the business, and I continued to be billed for services not rendered. The Better Business Bureau has inexplicably closed the complaint without intervention.
Final Business Response
As of 2/26/2015, I still cannot find a valid cancellation request for this account.
That said, the account has been suspended for non-payment and should have long ago been terminated automatically. That has been done, and the customer will no longer receive any invoices or other communications from us.