Complaint: My plan was $65 USD per month then I received a notification for an additional $185 USD u2018list extension feeu2019. I immediately contacted them to find out what that was since thereu2019s no visible mention of this huge fee anywhere or warnings / reminders to ensure you donu2019t incur it. It took days of correspondence with their support staff to get the info I needed to identify & rectify the cause. (My previous assistant had created segmented lists with repeat emails & they charge you on the aggregate total of all the emails in all the lists rather than the number of email addresses.) So I exported all the dormant segment lists & dropped my plan & a new billing cycle was begun after days of being locked out of my account, unable to dispatch my Astro oracle to subscribers. They then charged me AGAIN another $185 USD this week, a month later – even though Iu2019d stayed under the quota of my new plan. When I contacted them & asked, ‘Why?!’ They said they charged me for being in breach of my old plan for those few days when my account was frozen after I received the fee notification. During those 3 days I was contacting them multiple times a day trying to get the info I needed to resolve it. So despite their support staff assuring me by following their instructions & reducing my list & my plan there was no way Iu2019d be hit with that high additional fee again, I was. – It is unethical to continue to charge for a service which is temporarily suspended. – It is unethical to charge a customer according to the dates of an old billing cycle when they have begun a new plan on the understanding it constitutes a new billing cycle on the terms of the new plan. – It is unethical to charge someone multiple times for the one infraction. – – It is unethical to not be transparent about such high hidden charges. It is unethical to not honour assurances given by support staff. Thank-you for acting as an ombudsman one can appeal to when companies such as this have your bank details & take unsolicited funds from your account on unfair & unjust grounds. I spent 16 hours yesterday migrating everything over to a new provider which involved paying freelancers to integrate my website with new provider…I just don’t want anyone else going through that!
Tags: Internet Service Providers
Address: Internet USA
Phone: +44 207 097 85 26