ComplaintsforHostPapa Inc

• Initial Complaint

  31/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  COM-Web Hosting Starter Annually Aug-18-2023 Active Manage COM-WP Pro -Annually Oct-24-2023 Active i need a refund for both service above, i placed order on oct 24 for hosting plan after hostpapa kept telling me i need to upgrade my hosting plan thats why i was having errors on my site. they lied, my site was only getting 2 visits per day nothing big. also need refund for hosting plan web hosting starter i paid for in august 18th.

  

  Business response

  01/11/2022

  Hello ****,
  Thank you for reaching out to us through BBB.
  I’d want to begin by apologizing for any confusion that the resource-limits situation may have caused on your end. It has never been our intention to create any kind of difficulty, as our sole interest is in seeing you and your project flourish.
  Initially, my colleagues from the Solutions Department had reached out to you based on the volume of hits your websites were receiving from a variety of sources. A large number of hits can be generated despite a small number of unique visitors due to things like search engine and malicious bots, poorly built website resources (such as plugins), etc.
  In a shared web hosting environment, when one account exceeds the allotted resources, it affects the performance of the entire server and therefore all of the other accounts that are housed on that server. Our goal was to prevent this from happening while also guaranteeing that your project is not severely impacted and that you have the necessary resources to support your project's growth and success.
  If an upgrade is required, we'll take care of it for you as long as you give us the green light. Once everything has been resolved, we will issue the service upgrade and the corresponding payment invoice. As far as I can tell, a new service was purchased from your end, which resulted in a provisioning problem due to the domain name already being hosted on our servers. As a result, the provisioning of the new service/product has been delayed.
  Because of this, we have a procedure in place for handling similar circumstances that calls for us to carry out the upgrade on our end, which will make things easier for you and help us avoid future similar problems.
  My coworkers have already cancelled the newly acquired services and refunded the money via Ticket #*******. Invoice number ************** has been disregarded.
  In reference to the preceding service, which you paid for on August 19 via invoice **************, including the following services:
  COM-Web Hosting Starter (*********************.com) (COM-WHB-S)
  COM Domain Registration - Register (*********************.com) (CO-DREG)
  COM-Domain Privacy (*********************.com) (CODPRI)
  A refund for the unused portion of the service will be issued on a prorated basis (since this is now out of our 30 days money-back guarantee).
  Using Ticket #*******, my colleagues from the billing department will provide you with updates on this procedure. If would have any concerns regarding this, feel free to reach out to them using this ticket once they handle this for you.
  Once again, please accept our apologies for any confusion over this matter, and while we're sorry to see you go, we hope that my response was able to clear everything up and that I’ve managed to properly explain the overall situation.
  Have a great day ahead, ****!

  Regards, 

  Nicolae

  Customer Happiness Manager

  HostPapa Inc.
  

  Customer response

  08/11/2022

  
  Better Business Bureau: 

  i believe they refunded me now. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  26/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hostpappa is trying to ****** money from me. They sent an email September 21st stating they will automatically bill my credit card for extraneous charges. They also plan to ***** my domaine name that I have purchased from another company! I am furious at the attempt to ****** money from me.

  

  Business response

  27/09/2022

  Hello Jodie,
  
  My name is Nicolae and I am the Customer Happiness Manager here at HostPapa Inc.
  
  I would like start by apologizing for any misunderstanding and confusion that has been generated around the renewal of your services.
  
  First of all, I want to clarify the confusion regarding your domain name. According to Order #****** which has been submitted by you on Oct/22/2021 when you initially signed up with us, the services acquired are:
  
  Web Hosting Starter (***********************.ca)
  
  This is your web hosting service which gives you access to all the functions such as emails, website content, databases, etc.
  
  Concerning the domain name services, you decided to transfer your domain name to us when you signed up with HostPapa, therefore, we will manage the renewal of your domain name. As you can see below, the domain name transfer service is included on the initial invoice and the order:
  
  Domain Registration - Transfer (***********************.ca)
  
  This is your domain name service included with the web hosting plan. This is included for free for the first year. After the first year, it will renew at regular rates.
  
  My colleague from the Domains team notified you through email on Oct/28/2021 that your domain transfer request failed, and you responded on the same day with the EPP Code required to transfer the domain to HostPapa. You may see the specifics of this transfer request by navigating to your dashboard > My Support > Ticket Number: *******.
  The domain is now managed by HostPapa as the domain transfer was accomplished thanks to the EPP Code you provided. We would like to note that a domain transfer will fail if we do not get confirmation/acceptance from the Registrant (you).
  
  As a result, the transfer of the domain name has been performed with our consent, per your request.
  
  Regarding the renewals that were coming on Oct/22/2022 for the following services:
  
  Protection Power - Basic (***********************.ca)
  Website Backup (***********************.ca)
  
  These are add-on services which you have opted in for, according to Order #****** submitted on Oct/22/2021. These services renew annually.
  
  The only service that renews every 3 years, as per your initial order, is the web hosting service and this indeed, is set to renew on Oct/22/2024.
  
  You may always verify this information by logging into your HostPapa dashboard and navigating to the My Billing section - Invoice **************. As you can see below, you will be able to view all of the services you contracted with HostPapa along with their respective agreements inside this section:
  
  Web Hosting Starter (***********************.ca) (********) Oct/22/2021 - Oct/22/2024
  Protection Power - Basic (***********************.ca) (********) Oct/22/2021 - Oct/22/2022
  Domain Registration - Transfer (***********************.ca) (*******) Oct/22/2021 - Oct/22/2022
  Website Backup (***********************.ca) (*********) base price ($ 0.00 / Year) Backup Plan: 1GB Storage (+$ 19.95 / Year) Oct/22/2021 - Oct/22/2022
  
  The full context about this confusion was clarified by my colleagues in Ticket #******* on September 24th, 2022, and the add-on services (Backup + Protection Power) were also cancelled at your request.
  
  Lastly, I want to reassure you that there was never any intent to ****** you or pursue ******* behavior, as you have claimed in this thread and in the ticket. Every piece of information stated above and by my colleagues in the ticket I've referenced is completely accessible from your HostPapa dashboard and fully transparent
  
  To that end, I hope that I have succeeded in making this situation perfectly clear.
  
  Have a great day ahead, Jodie!
  
  Regards,
  Nicolae.

  Customer response

  27/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  date was may 1st 2022 amount paid 242.05 service webhosting domain and free site builder was not satisfied with the product as per there 30 day guarantee, canceled the same day and they refusing to give me a refund!

  

  Business response

  17/05/2022

  Business Response /* (1000, 5, 2022/05/09) */ Hello *****, Reviewing your account I can confirm we have not refused to provide a refund, any cancellation with 30 days of the original order date is covered under our Money Back Guarantee (https://www.hostpapa.ca/terms/cancellation/). Our Cancellations team attempted to process a refund as part of your cancellation however their attempts were unsuccessful as you had opened a ****** payment dispute, in such instances our billing system blocks the refund - similarly if we tried manually refunding at ****** - a refund cannot be issued once a dispute has been raised. There are two options in this instance, we can work through the issue via the dispute which creates delays in completing the refund, or we can request that the dispute is closed out allowing our team to process the refund as part of the cancellation and honouring our Money Back Guarantee. This was communicated to you under ticket #XXXXXXX however you became ********* and refused to close out the dispute, as such we were left with the earlier option of having to work through the dispute process. Our team have since requested multiple times that the dispute be closed out to facilitate them processing your refund, and again this has been met with various threats and continued obstruction from yourelf. Once the dispute has been closed out, either by your action or by resolution through the dispute process, we will of course go ahead and complete the refund via your cancellation ticket. Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Im not covered if you don't do the refund via ****** so no not gonna close the case sorry, you do proper refund via ****** as per their service agreement and policy!***************************************! Business Response /* (4000, 9, 2022/05/10) */ Hello *****, Thank you for your reply. Your account is covered under our Money Back Guarantee, your order was placed on 1st May and as such the money back guarantee (30 days) runs until 1st June 2022. You would not receive a full refund, in line with our money back guarantee, as the **************************** domain registration was completed; the registration fee would be deducted from the refund amount as per our Refund/Cancellation policy (https://hostpapa.ca/terms/cancellation) and as per our Terms of Service (https://hostpapa.ca/terms/) as agreed at signup with HostPapa. Domain registrations are non-refundable and are deducted from the refund amount if a cancellation is received within 30 days. The domain does remain active and under your ownership, this can either be transferred elsewhere (ie. to a new registrar) or pointed to a new web host by updating the nameservers. As previously we are awaiting the closure of this unnecessary dispute at ****** in order to process your refund as part of the standard cancellation process, under our money back guarantee. Consumer Response /* (4200, 11, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As said refund through ****** as per their policy simple, same method I payed *********************************** Consumer Response /* (4200, 13, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was advised by ****** to leave case open till it resolved! Thank you for the information. Since there was a cancelation and there was no refund issued, what we can do is change the case type to Credit Not Processed. Any email you have can be uploaded to case to help you with a favorable decision. Would you like to proceed? 3:21 PM - ***** yes please 6:28 PM Your file has been uploaded. ********* / **** and as you can see their excuse for no refund is cause i files a case with you uys !! ****** *** ***** ***** 6:33 PM Your file********* ********* case2.pdf / 0.14 They just sent me a email again cause it got reopened asking me to close th case and they will refund me (NOT a chance) Told them refund through you guys only! ********************* 7:01 PM Your file ****************** case 3.pdf / 0.15 SM Alright your dispute has been reopened and had its reason changed. Just give us a little bit more time from here to work this case and we will update you via email. 5:03 PM - *** Business Response /* (4000, 15, 2022/05/13) */ Hello *****, Thank you for your reply. That is of course your prerogative, but as explained previously we won't be able to issue a refund to you while the dispute is open. We will have to wait for the dispute process to fully complete before our team can issue a refund to you as part of your cancellation. Do note that if the dispute is found in your favour we will be forced to revoke access to the **************************** domain registration as the dispute amount is for the full payment, meaning the domain was not paid for breaching our Terms of Service and Refund/Cancellation policies and Money Back Guarantee. We will not be able to provide any access to the domain registration in this instance. Consumer Response /* (2000, 19, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) *********** *********** Finally got refund after one the case with ******* *************************************!! Long battle but won in end, *******************************************************************

• Initial Complaint

  05/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have no problem with Hostapapa over the great many years of great service from them. I do have a problem with a second advertising they have sent out. The advertisement they sent out about an upgrade. It states as follows/ Save 40% when you upgrade to HostPapa's Business Pro Hosting! $12.95 $7.95/month guaranteed for 36 months Upgrade to Business Pro for only $7.95/month (regularly $12.95) for 36 months. No place in the advertising does it state that the 36 months has to paid in full and up front. it just simply states $7.95 per month guaranteed at that rate for 36 months. To me that is a bait and switch, the bait is ($7.95 per month), the switch is, ($Total due: $ 268.86) Thanks for your time. ***** *****

  

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/04/06) */ Hello *****, Thank you for your feedback. I've raised the content of the recent promotional email with our VP of Marketing for this to be reviewed and corrected for future promotions. As you have pointed out, it is clear on our website both by the * next to the pricing and the order form itself that our quoted pricing is paid upfront; however with the promotional email this was not clear. As such, I've gone ahead and added a note on ticket #XXXXXXX for our team to add the $7.95/mo to your monthly Website Builder subscription payment as an exception and goodwill gesture in this instance. Thank you again for raising this with us. Consumer Response /* (2000, 7, 2022/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have always found Host papa to be a great service and have been with them for many years, and will continue with them for the long run. I feel they handled this fast and efficiently. I also want to thank them for setting up monthly payment for this advertisement. Thanks ***** ***** ****** ******** ***** ****** **********@*****.com

• Initial Complaint

  22/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired their service for prices for $120 as the first attached invoice indicates. Now they want to renew the service for the same period for $447.07, indicated on the second invoice. This is absolutely preposterous since new clients are paying $142.20 according to the included snapshot from their website. I'm fine with $142, but I won't pay 400 dollars for the same service I hired for $120

  

  Business response

  28/03/2022

  Business Response /* (1000, 5, 2022/03/22) */ Hello, Our Billing team are currently assisting via ticket #XXXXXXX, we can assist with any potential options regarding plan changes, term changes and/or renewal discounts. Please note that all customers receive a heavily discounted promotional rate at signup, with renewal rates priced at our standard rates which accurately reflect the value of the service being provided and the costs involved in delivering these servivces; the discounted rate and the renewal rate are displayed on the order form during the order process so as to ensure that customers can make an informed decision when placing an order. Additionally, renewal pricing is available on our website and within the HostPapa Dashboard at any time. We will not be able to provide a further promotional rate, i.e the original signup price, on your service however our Billing team will continue to assist under ticket #XXXXXXX to determine what renewal options are available Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response just further proves what I clearly demonstrated with documents. this is the only business in the planet that rewards loyalty with 4 times the initial price of the service. Who they are trying to fool saying that the "full" amount is the real cost of service? no business would be able to maintain itself charging a fourth of the real cost of execution. That's simple math. **************************************************************************************************************************************************

• Initial Complaint

  22/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are holding our domain *******. We have done everything they have asked to unlock the account. We're willing to pay and do whatever it takes. At this point we just want to move our domain away from this company and they will not unlock it.

  

  Business response

  13/04/2022

  Business Response /* (1000, 5, 2022/03/22) */ Hello, As notified under ticket #XXXXXXX your account has been closed as HostPapa has received a chargeback and ***** claim made against a payment towards your account; HostPapa notified you of this in August 2021 via the email address on file and no response was received at that time. HostPapa has since received responses claiming that the chargeback will be reversed, which is required in order for access to be restored as notified originally and subsequently, however to date the chargeback has not been reversed and remains open at the time of writing. We can only reinstate account access once the chargeback and ***** claim issued against HostPapa are closed out and reversed, removing libility from HostPapa and rescinding the inaccurate ***** claim made against HostPapa following a valid renewal payment being processed on the account in line with our Terms of Service. As explained in the original chargeback notification and extensively throughout ticket #XXXXXXX, due to the serious nature of chargebacks we must take immediate action in closing out the offending account to prevent further charges taking place; in turn the reactivation steps are specific due to the serious nature of ***** claims and the reputation damage these inflict on HostPapa. We have communicated in a timely manner throughout and provided additional information when needed, at this time the only steps that can be taken to reinstate the account are for the chargeaback and ***** claim to be closed out and reversed; unfortunately without a reversal the account will remain closed due to reported ********** activity, in line with our Terms of Service. We will update you via ticet #XXXXXXX when a reversal confirmation is received, at which time account access will also be restored. The original chargeback notification for your account is copied below for your convenience: "###### IMMEDIATE ACTION REQUIRED TO RESTORE ACCOUNT ACCESS & PREVENT PERMANENT TERMINATION OF ********** (HOSTPAPA) SERVICES ###### Hello, Unfortunately we have received a chargeback and in line with our Terms of Service your account is now suspended pending termination. ********** (HostPapa) has received a chargeback *************************************** or payment dispute in response to a recent payment made toward your account. The most recent hosting payment made on your account was reported to the credit card-issuing financial institution as an unauthorized transaction, which resulted in the complete reversal of the payment. Chargebacks are typically associated with ********** credit card transactions, which the credit card owner has reported to their bank as unrecognized, unauthorized, or not accepted for any number of reasons. Because the payment was not only reversed, but reported as an unauthorized credit card charge initiated by ********** (HostPapa), the account associated with any payment dispute will automatically be suspended, possibly terminated. When a chargeback is filed against ********** (HostPapa), the funds that were paid toward your account are re-claimed by the originating financial institution and credited to the credit card/debit card account and an additional chargeback fee is assessed against us by our merchant processing center. If you are the owner of the credit card used for your previous payment, you may have inadvertently reported the charges from ********** (HostPapa). as unrecognized or **********. If you are not the owner of the credit card used for your previous payment, it is possible that this party did not realize that you intended to pay for a ********** (HostPapa) hosting account using their credit card or you were not authorized to do so using their card number. ##### IMPORTANT - REQUIRED STEPS TO RESTORE ACCESS ##### To restore access to your account we would need you or the card holder to contact their bank/card issuer to have the chargeback cancelled, as soon as our merchant provider confirms this has been cancelled we will restore your account to its previous state. Please note that we are not able to provide any access to the account until the chargeback is resolved, this is not a requirement of ********** (HostPapa) but of our merchant provider due to the serious nature and implications of a chargeback. We have a zero tolerance approach to chargebacks due to the extreme damage this causes to our reputation with global card issuers, as such access can only be restored once the chargeback has been reversed. A full cancellation and reversal of the chargeback is required as the card the transaction was originally charged to has now been blacklisted with our merchant provider, this means we are not able to reprocess the transaction and the card can no longer be charged by any other company or service provider using the same merchant provider as ourselves; we cannot accept payment from an alternate card due to the risk of further chargebacks. Once the chargeback has been reversed we can assist with any further billing queries, such as a refund to the original card and re-charge to an alternate payment method if required. ##### IMPORTANT - REQUIRED STEPS TO RESTORE ACCESS ##### If you have any questions please do not hesitate to contact us." Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have reversed the charge. Our bank says it is done but Hostpapa has not accepted it. Our domain continues to be held ******* and we demand it be released to avoid legal action. It is unacceptable to cause such financial damage over $19.95. Business Response /* (4000, 10, 2022/03/23) */ Hello, As confirmed under ticket #XXXXXXX a reversal has not been received by our merchant partner, this means the chargeback has not been reversed; while the card issuer may have taken some action this is now the required action in this instance. As the chargeback and ***** claim remain in place access cannot be restored at this time. We can only advise working with the card issuer to ensure a reversal is completed, to date a reversal has not been completed. Consumer Response /* (4200, 12, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Donation names remains locked. Business Response /* (4000, 15, 2022/03/29) */ Hello *****, Note that we have unlocked and provided the EPP Key for **********.com to allow the domain to be transferred away as a final resolution to this matter, your HostPapa account will however remain closed and cannot be reactivated due to the previous reported ********** activity on the account. If you run into any issues transferring the domain away please update ticket #XXXXXXX and our Domains team will assist with this.

• Initial Complaint

  03/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Registered for services Dec 27, 2018 Cancelled services Dec 23, 2019 - refund and cancellation Dec 25, 2019. Nov 27th, 2020 - advised my account was up for renewal in 30 days.. I once again questioned this as it was cancelled. Dec 27th, 2020 charged again $81.08 Chatted online website Dec 28, 2020 with Jovy D, customer care specialist - cancelled my entire service AGAIN for a second time... told this would be fully cancelled. December 29th, 2020 - refunded and services cancelled November 27th, 2021 - email advising me my auto payment will be coming out Email company to advise this service was cancelled in 2019, and again 2020 when they continued to charge me. This is the email I received. I'm really sorry about this previous situation but rest assured we will figure it out as fast as possible. I can see you have requested the cancellation of 2 services: - Protection Power Starter SL - ***********.ca - Website Backup (***********.ca) And because of this cancellation request, the invoice*************** got canceled and refunded. However, you still have your hosting plan service active and it has the expiration date set to December/27/2021. You can request the cancellation of this service from your Hostpapa dashboard and it won't generate any more charges. See the thing is, I have confirmed cancellation twice with this company since 2019.. and I am still being charged. Then I got this email Hello *****, Thank you for contacting HostPapa. As per request, services have been cancelled immediately: XXXXXXX Web Hosting Starter **************** XXXXXXX Domain Registration - Register **************** XXXXXXX Domain Privacy **************** Should you require additional assistance, please do not hesitate to contact us. Have a great day. All of these services were already cancelled. The company is refusing to refund what they did not cancel. I am looking for a refund, and for them to remove my credit cards and emails

  

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2021/12/03) */ Hello *****, Reviewing your account I am showing that in December 2018 the following services were ordered from HostPapa: Web Hosting Starter - 3 year term Domain Registration - 1 year term SiteLock - 1 year term Website Backups - 1 year term No contact or cancellation request was received in 2018 or 2019 as such your services originally ordered on a 1 year term would now renew on the same term. These were billed for renewal on a 1 year term (Domain, SiteLock, Website Backups) in December 2019 renewing for the 2019 - 2020 billing period. In December 2020 we were contacted requesting a refund and cancelation of your SiteLock and Website Backups services which had renewed for 2020 to 2021 on a 1 year billing term, this was completed leaving your Domain and Web Hosting services active, the domain renewed for 2020 to 2021 and your web hosting (originally ordered in 2018 on a 3 year term) would be due for renewal in December 2021. The upcoming renewal notification was sent to you regarding the Domain and Web Hosting renewals coming due on your account in December 2021. In November 2021 we were contacted requesting a cancellation of any/all services with HostPapa, this was completed per your request. As these services have not yet invoiced, nor charged, no refund is due as part o the cancellation. At this time your account is fully cancelled as per your request. Thanks, HostPapa

• Initial Complaint

  06/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hostpapa is refusing to honor the FULL refund I was told I was going to get by the account manager, Moises V.. On September 14, 2021, I upgraded (*******************) to a PRO PLAN from a Business plan with the CONFIRMED understanding (*****************************) that I would receive a FULL (100%) refund if I was not satisfied. I was very unsatisfied and requested a refund. As seen in the invoice I paid a total of $442.89 + taxes for a total of $465.03 ($186.58 credit from previously plan paid on August 30, 2021, (which was actually charged 2 weeks before it was even due) and $278.45 additional charge). They refunded me a total of $408.39 ($56.64 short). I contacted them to fix their error and they outright refused to refund the remaining amount. I was ******* into getting the PRO plan, and now they are refusing to refund the full amount after I was specifically told, by a hostpapa account manager, it would be refunded. I expect the $56.64 that is missing from my refund.

  

  Business response

  14/06/2022

  Business Response /* (1000, 5, 2021/10/07) */ Hello ******, I am sorry to hear that you are unhappy with our refund policies. As explained under ticket #XXXXXXX domain registration/renewal payments are not refundable, as such this was deducted from the total refund due. This is in line with our Terms of Service as agreed at signup with HostPapa, for more information please see https://www.hostpapa.ca/terms/ "HOWEVER, IF THE HOSTING SERVICES ARE TERMINATED LESS THAN 12 MONTHS AFTER REGISTERING OR RENEWING THE DOMAIN NAME (THIS INCLUDES DURING THE FIRST 30 DAYS) OR YOU ATTEMPT TO TRANSFER THE DOMAIN NAME DURING THAT 12 MONTH PERIOD, HOSTPAPA WILL CHARGE YOU AND YOU ARE REQUIRED TO PAY HOSTPAPA'S THEN CURRENT FEE FOR REGISTERING OR RENEWING A DOMAIN NAME (AS APPLICABLE)." Please also see https://www.hostpapa.ca/terms/cancellation/ "Products/Services NOT eligible For Refunds ******* Advanced Email; Basic Email; Cloud Servers; Domain Name Registrations; Domain Name Renewals; Domain Name Transfer fees (if applicable); Domain Name Transfer services (if successful); Domain Privacy Services; ******* Expert Services (billable time); ****** ********* (all versions); Installation fees for custom software; ******** Managed Services; Merchant Accounts; Migration Services; ********* *** (all versions); ******* ******** Premium Domain Names; Professional Services Fees; Redemption Fees; ******** **** ******* SSL Certificates; Website Security; Website Transfers." Your domain(s) remain registered and these are owned by you, you may continue to use these with HostPapa or at any other web hosting provider either by updating the nameservers to point to your new host OR by transferring the domain(s) to a new registrar. I hope this clarifies the deduction in the refund amount. Thanks, HostPapa, Inc Consumer Response /* (3000, 7, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was ******** by a hostpapa employee. I was ******* by a hostpapa employee. I was **** to by a hostpapa employee. I suffered emotional distress and my stress levels were very heightened (****************************************!!) by a hostpapa employee. And I was TOLD in writing that I would receive a full refund of $442.89 (before tax price) by a hostpapa employee. So NO this is NOT an acceptable response. As I stated I was assured by Moises V. that not only would the PRO plan "meet my needs" I would receive a FULL refund and that is the only reason I gave the PRO plan a chance. I was basically ********, ********* **** to and ******* into upgrading to this Pro Plan which was supposed to be faster and better and ended up bringing me MORE issues with my website than before (it was much slower and had more errors). All I am asking is to be refunded the amount I was told I would be and for hostpapa to stop causing me so much distress.

• Initial Complaint

  24/09/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company, subject of my complaint, has acquired my account from another company, without my consent. If I've been asked about whether I agree to transfer my account from the company where it was initially opened, I would close my account completely. I do not want being associated in any way with the company, subject of my complaint. When it was discovered that the company, subject of my complaint, had acquired my account without my consent, I had contacted the only available company phone number, (905) 315-3455, which had turned to be not a company official contact phone number, but some technical support phone number. My inquiry about company headquarter email address and company headquarter phone number was ignored. Instead I have received automated escalation ticket containing neither information relevant to my request, nor indicators that somebody is going to contact me on a subject of my inquiry.

  

  Business response

  15/06/2022

  Business Response /* (1000, 5, 2021/09/24) */ Hello ****, I am sorry to hear you are unhappy with HostPapa. I am showing you were a HostPapa customer under client ID XXXXXX, this account has since been cancelled per your request. Previously you were a HostPapa customer under our ******** brand under client ID XXXXXX, this account was opened under the ******** brand in September 2017 and I can confirm that at that time (and throughout the whole life of your account under ******** HostPapa was the parent company of the ******** brand, you have always been a HostPapa customer, supported by HostPapa's team throughout. HostPapa acquired ******** in 2014 and continued to operate ******** as a separate brand up until early 2021, at that time we decided to phase out the ******** brand and migrated ******** customers under HostPapa's .com and .ca brands. We're sorry to see you go, particularly as it seems this was entirely avoidable. We can gladly reactivate your account if you'd like to stay with us, if not then your cancellation has already been processed and no further action is required - we wish you the very best going forward.

• Initial Complaint

  04/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A client informed me that their website was "suspended" by HostPapa so I reached out to tech support and then received an email from ******* ** from HostPapa. The email was regarding a chargeback that occurred several months ago via *******; I knew nothing about the ****** transaction and told him so. On the billing summary on my account, the month in question said "disregarded" and above the entire summary, "disregarded" was defined as a non-issue with no action necessary on behalf of the client; a credit for the month. ******* ** then demanded a new credit card and photocopy of my drivers license - both sides - to restore service. Thinking this was odd, I provided the info anyway. After doing so, he canceled my account, blocked me out of the account and all access to my websites. He then has ignored all correspondence and has retaliated by holding my websites hostage and by being non-communicative; it is impossible to speak to any supervisors there about this *****.

  

  Business response

  17/08/2021

  Business Response /* (1000, 5, 2021/08/05) */ In this instance we were forced to suspend this account following a resulted chargeback issued on a ****** transaction, where the funding source of the transactions was the customer's credit card; the chargeback had been issued by the card holder through their financial institution. We worked closely with ****** and the card issuing financial institution to provide evidence of the validity of the transaction, this evidence would have been provided to the card holder as part of the chargeback process however as the card holder maintained their assertion that the charge was fraudulent the chargeback was ultimately upheld. At this point we suspended the account due to reported fraudulent activity, the account holder was explicitly notified at the time of suspension of the reason for suspension and the steps now required in order for access to be restored. Unfortunately we were met with combative and uncooperative responses from the customer with multiple personal insults used throughout his communication on this matter, on further review this turned out to be a fairly standard route taken by the customer when dealing with any issue raised with our support teams. The customer refused to take any action regarding the chargeback, refused to take any responsibility for their actions in issuing the chargeback and refused to provide the requested documentation in order to restore access on the account. In this instance we would be, under our Terms of Service, well within our rights to simply terminate the account due to reported fraudulent activity; however in the interests of fairness our Technical team were instructed to provide backups in order for the customer to move away as quickly as possible, we also went ahead and refunded any previous payments due to the risk of further chargebacks. At this point the account is fully closed, fully refunded and we wish the customer the very best with their new web hosting provider.

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