Virtual office service company ignoring all emails for months - unable to cancel

gamg

Hi, I was hoping someone might have some advice for me on what to do in this situation.

A couple of months ago I signed up for a basic personal virtual office address, billed annually. I emailed support with a question about the setup process, but when I received no response for days, I lost confidence in the service and decided to cancel. I sent two emails requesting cancellation/refund within the 14-day "cooling off" period, but again heard no response.

After weeks of silence from them I eventually attempted a chargeback at the bank, but the company successfully countered it by arguing to the bank that the service was active immediately upon setup and was non-refundable - they even sent the bank my personal ID documents (ID verification is required for virtual address services) to prove that the account was 'active', but didn't address the fact that I'd requested cancellation just a few days after the service (which I never used) was set up.

While I can live with not reclaiming the initial service cost, I am still unable to actually cancel the service because the company never responds to my emails. If the service is still active, I will likely be charged at renewal time and other costs may be incurred if something is ever sent to the address I registered (thankfully, though, I never used or advertised that address).

I sent another e-mail weeks ago requesting confirmation of cancellation as well as a GDPR request about my personal data, but still no response. In fact it has now been over two months since this all began and this company hasn't responded to a single email I've ever sent, not the slightest hint of a reply to anything.

(Their terms page suggests a response time of 5 working days for cancellation requests!)

The only thing I ever received from them was the initial signup confirmation email.

I even tried phoning them up, but the line was always engaged.

When a company consistently ignores all attempts at cancellation like this, what do I do and what are my rights ? I feel like I'm trapped in a service I don't want.

Thank you in advance for any advice.

Aylesbury_Duck

I suspect you don't have consumer rights, I assume this is viewed as a B2B contract, so it's the contract terms that apply. Are you sure they permit cancellation within the first 14 days?

gamg

https://forums.moneysavingexpert.com/discussion/comment/81873964#Comment_81873964

While the company does offer business addresses under a B2B contract, the service I purchased was specifically defined on the website as a "personal" service for an individual "acting as a consumer", and in the terms is described as such.

The terms state a 14-day cooling off period so long as the service hasn't been "used", but this term seems to be described very broadly, as even activating it at all counts as "used" in their terms.

Aylesbury_Duck

That's helpful.

With regard to the definition of it being used, I don't think it's necessary for them to have done anything other than make the service available, which it sounds like was the case?

In any case, as you say, you're stuck completely if they won't respond at all. I suggest a letter to formally notify them of your cancellation, a return of whatever portion of the annual fee is due under the contract and a written acknowledgement that the service and any future renewal is cancelled.

eskbanker

Their terms page suggests a response time of 5 working days for cancellation requests

Just to be clear, do the terms specify that such requests should be made by email?

born_again

Who is the co providing the service?

gamg

https://forums.moneysavingexpert.com/discussion/comment/81874222#Comment_81874222

Ghost Mail Ltd.

gamg

https://forums.moneysavingexpert.com/discussion/comment/81874098#Comment_81874098

I did consider sending a letter.

If they ignore that too, however - where does that leave me ?

For example, if they tried charging me fees or renewal charges later on, can I ignore/refuse or recoup it on the basis that I've already sent ample notice of my desire to cancel ?

gamg

https://forums.moneysavingexpert.com/discussion/comment/81874126#Comment_81874126

Yes, the e-mail address I've been sending to is explicitly listed in the cancellation section of their terms.

born_again

https://ghostmail.co.uk/refunds

2. Cancellation by You (the Client)

Private Individuals

If the service you purchased has not been used, you may cancel and receive a refund at any time from the moment you place your online order and up to 14 days from the day your service commences (the statutory cooling-off period).

If the service has been used in any way during that period, it becomes non-refundable, as do any mail forwarding, postage, or other service charges already incurred.

(Unless a different start date is expressly requested, services commence immediately upon purchase.)

Private Individuals

If the service you purchased has not been used, you may cancel within the 14-day cooling-off period and receive a refund as described above.
If the service has been used, it becomes non-refundable, although any unused postage deposits may be refunded, subject to a £12.50 admin fee.

Your address service remains valid for the full period purchased.
We do not provide pro-rata refunds for unused time if you stop using the service early.
For example, a 12-month Registered Office service remains active for the full term, even if your company address is moved part-way through the year.

6. How to Request a Cancellation or Refund

To request a cancellation or refund, please contact our Customer Service Team:
 customerservice@ghostmail .co.uk

Please include:

• Your full name
• Account or company reference
• Service description
• Requested cancellation date
• Reason for cancellation or refund

We aim to acknowledge all requests within 5 working days.
Approved refunds will be processed within 30 calendar days, using the original payment method unless otherwise agreed.

So had you used the service in any way?

Did the email contain the required information requested?

gamg

https://forums.moneysavingexpert.com/discussion/comment/81874435#Comment_81874435

I never used the service at all - the address wasn't used for anything, nor did I list or advertise it anywhere, and no mail was ever received or processed.

The cancellation emails did contain the information requested.

One additional point, is that upon signing up, the confirmation email stated:

"Your service is active immediately, but your mailbox cannot be fully activated for forwarding until ID has been successfully verified for all relevant individuals (directors, PSCs, authorised persons).

Please complete your TrustID verification as soon as the email arrives.We cannot forward mail or activate certain services until ID is approved."

I completed the verification, but received no acknowledgement that the ID had been approved. When I emailed the company to ask if this had been done (and if the service was now fully activated), I received no response - which is why I decided to cancel/refund within the 14-day window.

So while the terms suggest that the service is "used" the second it starts, the service wasn't fully active, as per the email, until the validation had been approved and at no point did I ever receive any acknowledgement from the company (or the verification service) that it had been.