Fasthosts taking money that I don't want?

macminiuser

TruthOrDare wrote: »

To me, it just seems like you messed up and instead of sorting the mess out, you just want a load of attention and publicity.

Just to clarify, I am taking rational steps to sort the mess out AND I want publicity so other people don't make the same mistake.

In an ideal world, I'd hope to get them to change their "issue no reminders unless your debit card details have expired, then grab the money and invoice later" policy.

macminiuser

This blog post is from someone who has experienced exactly the same thing:
http://belham.com/blog/fasthosts-the-uk-s-worst-web-host-imho/

In late 2007, I signed up with Fasthosts to rent a dedicated server and paid the annual fee all up-front - there may have been a slight fee reduction this way. Anyhow, use of the dedicated server was fine but mid-way through 2008 my Debit Card, which I had registered with these guys because of various prior domain name purchases, was becoming due to expire and I received warning emails from Fasthosts advising that I needed to register my new Debit Card as part of the Terms and Conditions of use. I didn't want to register my new Debit Card with Fasthosts because I had paid the Dedicated Server fee all up-front, but as the Debit Card expiry date came closer I received more warning emails. When the Debit Card expiry date passed, I received a further Fasthost email advising that I had now lost access the use of their Control Panel; what cheeky hosters I thought. Warning bells were ringing in my head... I suppose you could argue that Fasthosts were acting pro-actively by advising me of my Debit Card expiring but, as often is the case nowadays, there's nearly always method in the madness; read on... Anyhow, I had to register my new Debit Card details with Fasthosts because they had stopped me from using their Control Panel and I needed the use of this to make changes to my dedicated server configuration. Well, given the Debit Card expiry warning emails I had received thus far, I naturally assumed that I would receive further Fasthosts emails, or maybe even a telephone call from someone in the Fasthosts Accounts team, to advise of my Dedicated Server rental account becoming due. Afraid not... The cheeky hosters took a further full year's Dedicated Server rental from my Debit Card without asking me! Grrrr... I was very cross about this because all of sudden I had lost the opportunity to research the Fasthosts service compared to their competitors. During my first year with Fasthosts, I had received NO customer care contact at all and no advanced warning that my Dedicated Server rental account would auto-renew should I take no action.
Upon receiving the email advising that Fasthosts had taken my money for a further full year's server rental, I telephoned the Customer Services department to complain but I was served-up the pre-canned response, "...those are the terms and conditions of doing business with us...". On the same day, I contacted my bank and tried to cancel the Debit Card payment, but I was told that under the T&Cs of the VISA agreement this was not possible. I was gob smacked! I now understand that by me registering my Debit Card and not a Credit Card, it appears that the seller can practically do what they want regarding taking payment and my bank cannot intervene. That's no good at all in these Credit Crunch times. BRING BACK CHEQUES I SAY! So I now sought other advice.
Because of the covert wording in the Fasthosts T&Cs, I was told that my only recourse was to take the matter up directly with Fasthosts. So I did... After complaining further to Fasthosts by email and writing a letter asking for a refund, Fasthosts have today replied saying,

Dear Nigel
Further to your refund request, as no request was made to cancel the server before the renewal date you would not be entitled to a refund, as stated in our terms of service.
Kind regards
Escalations Team
Fasthosts Internet Ltd.

So, Fasthosts are claiming that it is MY fault I didn't cancel my Dedicated Server rental before it became due and it is not their responsibility to advise me my rental account is becoming due for renewal; remember the numerous email warnings I mentioned earlier advising of my Debit Card expiring? I feel strongly that it makes good business sense to keep your customers well informed and aware of the charges you plan to levy upon. Given the numerous email warnings I had received earlier in the year regarding my Debit Card expiry becoming due and the absolute lack of warning about my rental account becoming due for renewal, I can only conclude that Fasthosts positively operate a covert way of securing repeat business with customers who have a Debit Card registered with them, I guess because they know that Banks will not contest the money they take from registered customers who have paid for services using a Debit Card!
Needless to say, Fasthosts will NEVER get any more of my business and I will do my best to inform others of the covert repeat billing tactics that Fasthosts operate!

TruthOrDare_2

macminiuser wrote: »

Just to clarify, I am taking rational steps to sort the mess out AND I want publicity so other people don't make the same mistake.

In an ideal world, I'd hope to get them to change their "issue no reminders, bill first, invoice later" policy.

I realise that now, but your posts prior to my reply didn't say much about the actions you had taken, and that is why I said that.

Obviously, there is nothing wrong with trying to get publicity in addition to taking the proper actions. It (if they take up the story) should help your case significantly and help others in your position. What concerned me was that you was just kicking up a fuss without actually taking much action, so the media would just dismiss your story.

macminiuser

and another:

http://www.net4now.com/isp_news/news_article.asp?News_ID=7563

I've been a customer of Fasthosts for a number of years - but not for much longer.

Today, I received an invoice for £76.36 for the renewal of my Exchange Email account which also advised they had taken the money from my credit card account.

Now, I had not been using the Exchange Email account and emailed support to cancel the service and obtain a refund as its no longer required. The response to my email was to telephone in to perform the cancellation. After a few minutes wait I finally get through to perform the cancellation only to be told by Emma Newman that whilst she will make a note of my cancellation no refund will be forthcoming. Apparently cancellation has to be made before the service expires. So, I'm £76.36 down and I am not happy!

A later email from Fasthost support has informed me that the company does not send out invoices because the recurring invoices can be viewed at any time under the "your account" section of the control panel in "billings & invoices". I believe there are quite a few web pages on the internet and wonder why Fasthosts believe I will visit this particular web page prior to the renewal being due on my service?

In my opinion this crazy situation is nothing short of daylight robbery. I'm perhaps used to the traditional approach of receiving invoices 30 days prior to the debiting of my credit card and customer service that is reasonable in providing a refund if I no longer use a service. This is not the situation at Fasthosts.

Fasthosts have developed a system, almost to the point of it being an art form, to extrapolate an extra 12 months hosting fees from clients through careful manipulation. Where else is an invoice issued and payment captured immediately, where else is no advance notice of payment issued, where else can you not cancel the account online and where else is unsympathetic support staff unable to issue a refund?

macminiuser

TruthOrDare wrote: »

I realise that now, but your posts prior to my reply didn't say much about the actions you had taken, and that is why I said that.

Obviously, there is nothing wrong with trying to get publicity in addition to taking the proper actions. It (if they take up the story) should help your case significantly and help others in your position. What concerned me was that you was just kicking up a fuss without actually taking much action, so the media would just dismiss your story.

Thank you for prompting me to disclose the steps I have taken so far so as to not be written off as a total idiot before I've even begun!

I cannot believe that a company can be allowed to behave in this manner. I think net4now summed it up best with the statement on their blog:

Fasthosts have developed a system, almost to the point of it being an art form, to extrapolate an extra 12 months hosting fees from clients through careful manipulation.

Closely followed by the following statement from Nigel Belham

I can only conclude that Fasthosts positively operate a covert way of securing repeat business with customers who have a Debit Card registered with them

sparky883

So what you are saying is you had about £1000 in your bank with no overdraft facility and Fasthosts took it and left you with zilcho?
This is a situation you should be able to get yourself out of FIRST and then try to get your money back,Have you no Family,Friends to help?
Can the bank help? Sell your Car?? Ido not earn vast amounts but £1000 would not cripple me unless i was already in a mess!!
What was the server for?? And as you have now "paid" can you not make use of the service and try to generate an Income??

macminiuser

sparky883 wrote: »

So what you are saying is you had about £1000 in your bank with no overdraft facility and Fasthosts took it and left you with zilcho?
This is a situation you should be able to get yourself out of FIRST and then try to get your money back,Have you no Family,Friends to help?
Can the bank help? Sell your Car?? Ido not earn vast amounts but £1000 would not cripple me unless i was already in a mess!!

loving the word, "zilchio" - that pretty much sums it up.

£1000 in the bank! Ha! I haven't got a proverbial pot to pee in - the car currently on the driveway without petrol or insurance is borrowed. The laptop and internet connection I'm writing this on belongs to work.

I was already overdrawn - this £1000 has taken me £920 OVER my already insurmountable agreed overdraft limit. When I get paid, my salary will simply pay off my over-overdraft, thus leaving me with no money for anything else.

I'm sure there are people out there in worse financial state, and I might just scrape a month's living costs if I go cap in hand to family and friends.

macminiuser

sparky883 wrote: »

What was the server for?? And as you have now "paid" can you not make use of the service and try to generate an Income??

I thought I could make my fortunes on "that there interweb" - turns out I was wrong.

The truly tragic thing is that first thing on Monday morning when the relevant team were available, I requested that they cancel my server; genuinely expecting them to issue a pro-rata refund on request.

Instead I now have no money AND no server.

Dear Rob,

Thank you for your enquiry regarding ticket number [redacted].

We have now cancelled your dedicated server DSVR[redacted] as requested.
--

Customer Support
Fasthosts Internet Ltd.

Fasthosts Support: http://www.fasthosts.co.uk/support
Your Fasthosts control panel: http://www.fasthosts.co.uk/login

Fasthosts is registered in England and Wales.
Registered office: Discovery Court, 154 Southgate Street, Gloucester, Gloucestershire, UK. GL1 2EX

macminiuser

I just wanted to take a moment to thank you all for taking the time to read through this thread and for all your helpful suggestions.

bitsandpieces, sparky883, leesoutheast, and truthordare - I salute you.
:beer:

sparky883

So you was already in a mess then and Fasthost just added to it,They are not entirly to blame are they? The people complaining about them are the ones who forgot to cancel.I suggest you see a debt adviser and stop pinning the blame at Fasthosts.
Once again : You have now paid for your server for your websites upfront for the next 12 mts can you not turn this around to your advantage?
What do yopu do for a living? Is there no way for you to make money??
Think and think hard then think again you gotta do what it takes to keep your head above water. Good Luck M8
And whatever you do do not ask Fasthosts to turn off your server as they will and still not refund you,As i already said use it now.................Oops sorry a bit late with that one!