WiredTree Cancellation

First of all excuse me for my bad english. My native language is spanish. All times on this thread are GMT -5.

On March, 19th, I ordered a VPS with WiredTree - one month using this promo. WT service is pretty good but unfortunately response times from their datacenter to my country (Peru) was terribly bad in sometimes. I open a support ticket to ask about this situation but WT technicians told me that there was no any problem at their side and it should be probably an issue with my ISP.

Since I never had an issue like this with my old provider and having in account that very low response times have been occurring only when I visit my site and not any other site, then I decided to move back to my old provider.

So, according to their TOS:

Quote:

Account Cancellation

Client must submit service cancellations by opening a ticket through our client portal at least 7 days but not more than 30 days before the end of the service's billing cycle. Cancellation requests are not accepted through phone, email, fax, or any other method besides through opening a ticket through our client portal. You must have all account information to cancel an account. Only the authorized account holder may cancel the account.

In the event of cancellation, customer will automatically be billed for any excess bandwidth usage during the then-current monthly billing cycle.

I open a billing ticket: (13 Apr 2009 15:07)

Quote:

Hello,

Please mark my account for cancellation. I'll not renew my VPS. You can cancel it when my current billing cycle expires (19th).

Thank you,
Jonathan

Well. I have done what their TOS says. Nothing more to discuss.

However at April, 28th, my card was charged for the amount of US$49.00 (April billing cycle). Why they charged my credit card if I already requested account cancellation? I dropped an email to billing asking about this issue.

What WT says? (28 Apr 2009 15:55)

Quote:

Hello,

It looks like the account cancellation was never followed up on since we requested a confirmation for the cancellation of the account in the last email. It also looks like you were trying to request the cancellation outside of the requirements of the Terms of Service. We can schedule the cancellation for the end of this billing cycle. Please, let me know if you have any questions about this.

Thanks,
Jacob

So I reply: (28 Apr 2009 16:15)

Quote:

Hello Jacob,

I'm very disappointed about the way how you want to manage this issue. It isn't as easy as you think: "We can schedule the cancellation for the end of this billing cycle". No! I want to get my money back to my card, it's my right.

What do you mean when you say "It also looks like you were trying to request the cancellation outside of the requirements of the Terms of Service"?

Thank you,
Jonathan

Then I got: (28 Apr 2009 17:03)

Quote:

Hello,

> I'm very disappointed about the way how you want to manage this issue. It isn't as easy as you think: "We can schedule the cancellation for the end of this billing cycle". No! I want to get my money back to my card, it's my right.

I will speak to my supervisor to see if there is anything that can be done about this. I will be able to get back to you about this tomorrow.

> What do you mean when you say "It also looks like you were trying to request the cancellation outside of the requirements of the Terms of Service"?

We require a 7 day notice of cancellation prior to the end of the billing cycle. The account renews on the 19th, so the last date of service is the 18th and the request would have needed to be made on the 12th, at the latest. As I mentioned above, I will speak with my supervisor about this and see if there is anything that can been done. Expect a reply to this tomorrow. If you have any questions in the meantime, please, let me know.

Thanks,
Jacob

And WT's final position: (29 Apr 2009 13:53)

Quote:

Hello Jonathan,

I'm sorry for the delay in response. I have spoken with my supervisor and he has reviewed this ticket. He told me if the cancellation had been confirmed, we could have proceeded even though the request was made a day late, but since there was no confirmation we cannot reverse the payment now because the server has been online for the past 10 days. We can proceed to cancel the server at the end of this billing cycle. Please, let me know if you have any other questions.

Thanks,
Jacob

So I have been charged for a service that I requested to be cancelled. I haven't using their VPS anymore after my first month with them finished. Why are they charging me?

I feel that the 'trick' is in the confirmation request. WT's position is understandable at some point of view however they need to understand that in their TOS it doesn't says that people should reply with a confirmation to the cancellation request. In fact, what you can ask after a client had requested account cancellation could be ignored. Account cancellation request is sent when someone has decided to not continue being your client.