Right i just want to know what ppl think about my catch 22 position tribolis.com has put me in,.

yes i am pretty pissed off as i trusted them and waited for my refund which never came, as its been a month now i emailed them in the last 24 hrs, only to be told i didnt go thru the right method of closing my account so i wont be given a refund but this time (lucky me) they will give me 50% of my money back, which i think is very unfair.


Now here’s the story,

18th Oct 2006 - I opened a resellers account with them I paid them 33GBP for 3 months in advance, you could say i gave them a bit extra as the package is was 20USD per month if you check the rates you see I gave a bit extra (today’s rate is 60 U.S. dollars = 31.6672824 British pounds)

20 Oct 2006 – 1st time I try to login to my account, I couldn’t login, after emailing support and a day or so later (cant really say that was them being slow its more down to the time zones) they figured out my resellers account which I paid for on the 18th hadn’t even been setup (yes this is their fault) and then my account was made, just in case your thinking they still billed me from the 18th it was never changed to the 20th, which would have been fair and a nice compliment if they did.

21 Oct 2006 – I thought to my self having a host in Australia isn’t going to help me when I need support for my UK clients, so I sent a email to cancel the account, in the same support ticket as the I can’t login, which some how got picked up by their Founder / CEO who’s name is Jennifer (I guess that was because I wanted to cancel my account)

and she replied saying

Mike, Email to billing@tribolis.com and give them your explanation. "If you cancel your account a refund will be processed within 7 days of your cancellation, it may take a further 4 days for this to show on your credit card statement or in your paypal account. If you need to contact us regarding the cancellation of your account after this time please email sales@tribolis.com"

Regards,
TRIBOLIS: Web Hosting Solutions - Jennifer Founder and CEO

So I replied to billing account cancelling my account but it went back to Jennifer (I don’t know how that happened) she in turn replied.

Hi Mike, This ticket is assigned to me. You replied twice here and forgot email to billing@tribolis.com. I have closed your account as you requested and I have told billing to cancel your next recurring fee so you won't be charge again. Sorry to see you go, we wish you all the best! If you have any questions related to your account, please contact billing department. Regards, TRIBOLIS: Web Hosting Solutions - JenniferFounder and CEO

So I emailed billing dept with the following email.

From: my email adress
To: billing@tribolis.com

Date: 21 Oct 2006, 02:12:46 PM
Subject: email to close account

Hi,
the reason is pasted below same thing i gave to Ms Jen
----
its not a matter of the WHM, i just think the time diff/ is to much, i didnt think it would be a problem at 1st, i got a few tops end clients like estate agents and i dont want to lose then as i had problems with the last host, and they wanted to move then, cutting the story short i think its best if i stick with a UK hosting company and pay the xtra amount,.
----
Domain name is >my domain name<
Regards
Mike

Right now, it’s 20 Nov. 2006 and I’m being told by sales that I’m not entitled to a refund due to the following T&C
"No refunds will be given without request refund or cancellation."
When I have sent a email to close my account and their Founder / CEO has cancelled my account for me and stated if Icancel my account I will get a refund with in 7days or it may take longer, and I didn’t even use there service and my account was only opened for a few days 48hrs or so,

Welcome to the wonderful world of web hosting. Unfortunately, for every GOOD host there are at least 10 like these idiots.

Simply put, you got taken for a ride...sadly, it's not uncommon. Every good designer has to go through it at some point. It's a rite of passage.

My suggestion to you is, assuming you gave them a credit card, contact your credit card company and tell them the story. Burden of proof lies on the merchant in situations like this and you've got a buttload of evidence that would contradict anything a merchant could come up with.

thanks for the reply adam,

hopefully I wont have to go that far, im waiting for their CEO / founder Jennifer to find out,. and refund the money as she said she would do,

and they are members on this forum i just saw this post:

http://www.webmaster-talk.com/web-ho...light=tribolis

Mike,

My staff have told me that you've asked for your money back many times. They explained to you many times too. You asked them to inform me to verify and I verified. I am sure there is miscommunication between us or you may not understood our TOS or money back guarantee. You agreed the TOS/guarantee before signed up.

Regarding your cancellation requested, you did not email to the billing as I told you to. You posted in the same ticket where you had WHM issue. If you did email to billing then they should receive the new ticket but they did not.

"its not a matter of the WHM, i just think the time diff/ is to much, i didnt think it would be a problem at 1st, i got a few tops end clients like estate agents and i dont want to lose then as i had problems with the last host, and they wanted to move then, cutting the story short i think its best if i stick with a UK hosting company and pay the xtra amount,."

Unfortunately that's not very clear. Nothing except you replied you want to close the account earlier.

I replied this:
"Mike, Email to billing(@)tribolis.com and give them your explanation. "If you cancel your account a refund will be processed within 7 days of your cancellation, it may take a further 4 days for this to show on your credit card statement or in your paypal account. If you need to contact us regarding the cancellation of your account after this time please email sales(@)tribolis.com

I copied that off money back guarantee. You should've read fully there. I helped to cancel your account and recurring billing. You didn't ask for a refund. Within 15 days, you should've request refund. Not just waited later 15 days and turned up 4 weeks after, asked where your money is. You missed 15 days and we have our TOS stated "No refunds will be given without request for refund or cancellation". As I'm sure you can understand, all hosts have different rules and we can't just turn around and action a refund.

I disagree what you said about your account setup on the 20th besides 18th. Your account was set up on the 18th, our billing system did not functionally set your account into Reseller ownership. You submitted a ticket next few days, your cPanel could log in instead WHM. Support had to set your account of Reseller privileged which allowed you to access.

You didn't even use our services because you could not log in before support fixed while you wanted to close your account, look at our line "..pro-rated refund for unused services". We encouraged to refund you a 50% than pro-rated for unused services. And yes you denied our 50% refund, we refunded again but you have not yet claim them. PayPal stated if you did not claim them then your refund will return to us within 30 days or so. We cannot turn back the clock. Please click accept our payment otherwise we cannot refund again. This is our last communication.

Best of luck with your UK host.