1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Hostwinds has stolen $120 from me and their support is worthless.

Discussion in 'Web Hosting' started by MaxReformation, Jan 28, 2017.

Tags:
  1. MaxReformation

    MaxReformation Junior Member

    Joined:
    Apr 4, 2012
    Messages:
    190
    Likes Received:
    41
    On July 27th, 2016 I canceled my shared hosting with Hostwinds. It was a small $3.25 a month package, nothing crazy. The mistake: I forgot to cancel preapproved payments from hostwinds on PayPal.

    Now, several months later on January 21st, 2017 I get an email saying I have an invoice from hostwinds for a whopping $590. Let me be clear I haven't opened their site since I had my hosting there. I got another email from PayPal saying I've been charged 3 separate payments for $50, $50, and $20 from hostwinds thanks to the preapproved payment. I'm not sure why that amount specifically.

    http://i.imgur.com/PEqq2eV.png
    http://i.imgur.com/2mF0qhX.png
    http://i.imgur.com/984twyt.png
    http://i.imgur.com/8Rm05Uc.png

    In the invoice email it shows the account that was used to buy the hosting used my main email. So I try to login with it on the HostWinds website and I get a message saying an account with that email doesn't even exist. Ok...

    So I open up live chat and get a ticket created. Let me tell you their support is the most frustrating I've ever dealt with.

    Here is the ticket. (Read images from down up)
    http://i.imgur.com/KTnElV8.png
    http://i.imgur.com/wQkd7RU.png

    At this point I don't even know what is going on. The first guy asks me for a bunch of information about the transactions, and I give it to him. The second guy tells me that the account uses an email I've never heard of and when I tell him its not mine, I get no further response for 3 days.

    Getting frustrated after the 3rd day I hit up live support and threatened to post this issue on internet forums and magically I finally get a response (could be a coincidence, who knows).

    So now a third guy comes in asks me for government ID and credit card information. I never paid with a credit card and what this shows is that he had NO idea what the issue was at all. I haven't got a response since and its been 1 week since the original charge. I went into live support today and they told me their billing team works Monday to Friday only which enraged me enough to make this post as I only received 2 ticket responses throughout the entire "working" week. Every time I open up live support I get some BS response saying their "investigating" or "our specialists will be with you soon".

    Mods, if this is appropriate for a shitlist please let me know and I'll open one up (I originally found their hosting here on this site during a Black Friday deal so it's technically related to BHW). I need the money back quickly and HostWinds support is utterly worthless.
     
  2. mirrorer

    mirrorer Jr. VIP Jr. VIP

    Joined:
    Jan 30, 2009
    Messages:
    1,311
    Likes Received:
    1,134
    They are member here.
    You can open a SL
     
  3. Hubba

    Hubba Power Member

    Joined:
    Feb 6, 2010
    Messages:
    506
    Likes Received:
    120
    Have you contacted PayPal and challenged the payments? Include your screenshots. You may want to write up a RipOff Report.

    I haven't had a problem with Hostwinds, but I am very sick and tired o PISS POOR customer service here in the US. Some companies can't see 2 seconds into the future regarding their business. Sucks to be them!
     
  4. ZennoScripts

    ZennoScripts Regular Member

    Joined:
    Aug 21, 2015
    Messages:
    204
    Likes Received:
    72
    Location:
    USA
    It's best to just call paypal, see what one of their customer support people say, and try to get a refund through paypal.

    If your english is good and you get a woman on the phone you'll get your money back pretty quickly.
     
  5. MaxReformation

    MaxReformation Junior Member

    Joined:
    Apr 4, 2012
    Messages:
    190
    Likes Received:
    41
    I'm willing to chargeback on PayPal I'm just worried about the fact that it was a preapproved payment and they might see that as being my fault.

    Doesn't hurt to call though, I'll do that later, thanks.
     
  6. royserpa

    royserpa Jr. VIP Jr. VIP Premium Member

    Joined:
    Sep 28, 2011
    Messages:
    4,986
    Likes Received:
    3,744
    Gender:
    Male
    Occupation:
    Negative Options aka Rebills!
    Location:
    Exploiting Loopholes!
    Home Page:
    You should contact @Hostwinds here and then open a SL
     
  7. LJ Junior

    LJ Junior Power Member

    Joined:
    Nov 6, 2015
    Messages:
    511
    Likes Received:
    438
    That is a lot of money, no matter where you live..I see that Hostwinds have a number on their website. Tried calling them? Sometimes phone calls make a difference rather than a chat.
     
  8. Hostwinds

    Hostwinds Power Member UnGagged Attendee Enterprise Member

    Joined:
    May 17, 2010
    Messages:
    779
    Likes Received:
    550
    Occupation:
    C.E.O.
    Location:
    Seattle
    Home Page:
    I am just now seeing this.

    I want you to know

    1) I am sorry it took so long for you to get a response. This is the first time in my knowledge that a Hostwinds client has had their account compromised. Our team was trying to confirm your ownership of the account, I can see the new services were all ordered on 1/21. They also attempted to add funds several times to the accounts.

    In short it is clearly fraud. I have set all your services to terminated.

    I have also set your account email to that of your PayPal account that was used to pay the invoices. I have also reset and sent your password to that email.
    Finally I have refunded the 3 fraudulent transactions to your PayPal account. I have canceled your PayPal subscription on our side, please confirm it is also cancelled in your PayPal account.

    I am really sorry about the problems you had with our service during this incident, we truly care and we ALWAYS try our best to do the best that we can, however, sometimes we fall short. This was an unusual situation that our staff was not fully trained to handle. We have since added additional training and documentation to handle situations such as yours. Please accept my apologies.

    If there is ANYTHING else I can do to help you, then please let me know via PM.
     
    • Thanks Thanks x 3
  9. CenTex Hosting

    CenTex Hosting Jr. VIP Jr. VIP

    Joined:
    Nov 8, 2009
    Messages:
    2,173
    Likes Received:
    838
    Gender:
    Male
    Occupation:
    Founder/CEO
    Location:
    Austin, TX
    Home Page:
    Looks like they gotten you taken care of.

    There is an Issue with the API when customers cancel service its like a hit and miss on if it cancels on PayPal side as well. This is one of the many reasons we stopped taking PayPal as a payment option