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heart internet forcing me to pay for something i don't have to, please help

Discussion in 'BlackHat Lounge' started by ajpis, Mar 27, 2014.

  1. ajpis

    ajpis Regular Member

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    I had a reseller account with heart internet which I no longer want so I decided not to renew. But now they have blocked access to all my products including domains until I renew. Please take a look at the messages between me and heart internet and let m know what you think I should do ie. stand my ground or give in and pay just to cancel straight away.

    Sorry I know there's a few.

    At 16:12 26/03/2014, you changed the ticket status to OPEN and wrote: Hi, I will not be renewing my reseller account as it hasn't worked out for me and now can't afford the monthly costs. I have two of my own domains which I need transferring to my Godaddy account.(the domains are xxxxxxxxxx and xxxxxxxxxx) I also had two customers on the reseller account who have domains that need transferring, I have advised them both to purchase hosting from yourselves. One of the customers has already purchased the hosting with you and is already to go, just need the domain transferred to this account. (the domain is xxxxxxxxx and the email address of their account is xxxxxxxxx) I am waiting to hear back from the other customer. For now could you please assist me in make the transfers of the two domains to my Godaddy account and the transfer of domain for the customer that is ready. Thanks Adam
    At 16:17 26/03/2014, Lauren Orchard wrote: Hi Adam, Thanks for contacting us. Please bear with me whilst I look into this for you, and I will update you shortly. Best Wishes Lauren Orchard Heart Internet Support
    At 16:40 26/03/2014, Helen Church changed the ticket status to CLOSE-PENDING and wrote: Hi Adam, Thanks for getting in touch. There is an outstanding invoice on the account that will need settling before we can cancel the reseller hosting. As all our products auto-renew we ask that cancellations are requested at least 72 hours before the renewal date to avoid us re billing for that. Please clear the balance using a debit card. Best Wishes Helen Church Heart Internet Support
    At 18:07 26/03/2014, you changed the ticket status to OPEN and wrote: No, why would I purchase another month, it doesn't matter if your products are auto renew. I don't you money on any products and I don't have to purchase another month. So deal with the transfers and stop trying to force me into buying another month.
    At 18:47 26/03/2014, Tak Tran changed the ticket status to CLOSE-PENDING and wrote: Hi Adam, Thanks for the reply. Our Terms and Conditions stipulate a cancellation notice which you had not provided. "20.3.1 by you giving to us at least seventy-two (72) hours advance written notice through our support ticket system As part of our cancellation process, we will respond to you through our support ticket system and you must re-confirm your cancellation request. You must re-confirm your cancellation request via our support ticket system or we will continue to supply the relevant Services and your cancellation will be ineffective. You cannot cancel any of your Services by letter, email or telephone. You will not receive any refund of the price you have paid for the Services you have cancelled; or 20.3.2 by us giving to you at least thirty (30) days advanced notice in written sent to the then current email address registered against your account." You will need to settle the outstanding amount before you have access to the account and domain names. Best Wishes Tak Tran Heart Internet Support
    At 21:00 26/03/2014, you changed the ticket status to OPEN and wrote: You basically telling me I have to 50.39 just to cancel it straight away. This is not going to happen, I'm going to allow you to steal 50 from me. All I need is the domains transferred out, domains that I paid for separately, that are not part of the reseller product.
    At 22:03 26/03/2014, Chris Bryan changed the ticket status to CLOSE-PENDING and wrote: Hi Adam, Thanks for your response. These terms and conditions were agreed when you first purchased these products from us here, and we reserve the right under those terms to disable access to the account if a payment is missed. I apologise for the inconvenience here, but as the package was not cancelled before the renewal date the amount is now outstanding here, and I cannot release the access to the account again while the invoice remains unpaid. Best Wishes Chris Bryan Heart Internet Support
    At 23:38 26/03/2014, you changed the ticket status to OPEN and wrote: so I will purchase one months shared hosting and you can transfer all the domains from the reseller as the domains are separate products which I am not wanting to cancel. It's only the reseller package I don't want and the domains where not purchased as part of that package. Therefore the domains are not covered by the part of the terms and conditions you are showing me as I don't want to cancel them. THE DOMAINS ARE SEPERATE PRODUCTS!!!!!!!!!!!!!!!!!!!!!!
    At 23:58 26/03/2014, Chris Bryan changed the ticket status to CLOSE-PENDING and wrote: Hi Adam, Thanks for your response. The full account, including all services provided by us, is disabled at the moment while the invoice remains unpaid here, which is why I am not able to provide access to the domains at present. I am sorry for the inconvenience, but this will need to be settled here. Best Wishes Chris Bryan Heart Internet Support
    At 00:05 27/03/2014, you changed the ticket status to OPEN and wrote: But it doesn't state that in your terms and conditions. That not renewing one product locks access to every product in the account. Therefore by law you can't lock the other products as their separate items and not part of the reseller package.
    At 00:47 27/03/2014, Nicholas Brown changed the ticket status to CLOSE-PENDING and wrote: Hi Adam, Thanks for your response. This is stated in 'terma and conditions' Section 9.8, that "...if your payment is still not authorised we may, at our discretion, suspend or terminate any Services we provide to you from time to time, even if payment in respect of such Services is not outstanding..." As previously mentioned, we cannot re-enable access to the control panel, until such time as the account is brought back into good standing. Best Wishes Nicholas Brown Heart Internet Support
    At 01:06 27/03/2014, you changed the ticket status to OPEN and wrote: ok so it says that you can suspend any service, but it doesn't say you can suspend a product. A domain name is a product not a service and it doesn't state anywhere that you can suspend a product. A hosting account is a service that you provide a domain is a product that I own not you. So again I must insist that you transfer the domains. Also I'm not asking for access to the control panel I just want the domain names transferred.
    At 01:39 27/03/2014, Nicholas Brown changed the ticket status to CLOSE-PENDING and wrote: Hi Adam, Thanks for your response. We cannot make any changes to an account, while it is in default, this includes moving domain names in or out of the account. Best Wishes Nicholas Brown Heart Internet Support
    At 10:00 27/03/2014, you changed the ticket status to OPEN and wrote: NO, how was that an acceptable answer, read my last message, you have no choice but to transfer the domains as it doesn't say you can suspend them in your terms and conditions.
    At 10:08 27/03/2014, Helen Church changed the ticket status to CLOSE-PENDING and wrote: Hi Adam, Thanks for getting back in touch. I am sorry but my colleague is right, you need to clear the balance before you can continue to manage your account. Once the payment has cleared you will have full access again. Thank you for your co-operation. Best Wishes Helen Church Sales Manager
    At 18:46 27/03/2014, you changed the ticket status to OPEN and wrote: No I don't you and your colleague are wrong, as I said before your terms and conditions state that you can suspend any service, but it doesn't say you can suspend a product. A domain name is a product not a service and it doesn't state anywhere that you can suspend a product. A hosting account is a service that you provide a domain is a product that I own not you. So again I must insist that you transfer the domains
    At 19:57 27/03/2014, Chris Bryan changed the ticket status to CLOSE-PENDING and wrote: Hi Adam, Thanks for your response. The service that we offer is to provide you with access to manage and use your account here with us, including all hosting products and domain products. Provision of domain names, and the access to manage them through an online control panel is a service, and as such we have disabled access to this service while there is an outstanding balance against your account here. My apologies for the inconvenience, the payment will need to be made here in order for us to unlock the access to your account here. Best Wishes Chris Bryan Heart Internet Support
    At 20:14 27/03/2014, you changed the ticket status to OPEN and wrote: Please Reference where in your terms and conditions it states that you can suspend a product. NOT A SERVICE!!!
     
  2. Kaistar

    Kaistar Power Member

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    Hard one this...

    From the above, it seems that the part where they say that the control panel used to access the domain access is part of the 'service' that they are entitled to suspend but I believe you are correct in saying that you have purchased a product.

    The problem looks like they are saying that the way their system is set up makes it impossible to access any part of your paid products because they are tied up in the control panel 'service' that they provide.

    I wonder what ICANN or whoever owns the domains you have purchased have to say about this?

    Remember, you don't actually own the domain, you rent it for a period of time from the registrar.
     
  3. ajpis

    ajpis Regular Member

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    Yeah I know I only paid for a year for each one, but still the fact is there mine and their not a service provided by heart internet. I feel that they are separate products. If you notice they have stopped referencing there terms an conditions. Which is now assuring me that I am right in what I'm saying. However two of the domains are customers of mine and I have to get there domains releases as it's not their fault and it's not fair on them.
     
  4. Kaistar

    Kaistar Power Member

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    See if you can get an answer from ICANN about where you stand.
    Surely they can't hold your fully paid domains ransom to make you pay for hosting from them.

    Obviously, I'm not a legal rep etc etc...
     
  5. ajpis

    ajpis Regular Member

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    They have given in and transferred the domains.(After two days of arguing with them)