Help:About/archive/2006-06-24 Account Cancellation

Overview

On June 11, 2006, a problem with the CI Host dedicated server plus my inability to reach anybody at CI Host for several hours led to my finally getting tired of dealing with them. I spent a few days moving files over to another server before cancelling the account.

Again, they are not actually bad to deal with, and they seem friendly and responsive... but you have to stay on top of things, and be willing/able to make phone calls, and the processes they have set up for handling business relationships are sloppy.

2006-06-11 12:59 logged in vbzwiki

The dedicated server is giving 5xx and other errors on all domains, FTP blocks any attempt to connect, and none of CI Host's contact methods are working. Both the emergency number and the regular dedserv tech support number ring and ring, and there is no human response on the live chat app. I'm switching. If this is a known issue and they are swamped with calls, there should at least have been a message saying so in the support area, and preferably also an automated message on the phone system.

Update

I was able to reach someone by phone later that afternoon, but there was no explanation for why neither the "24/7" tech support phone nor the "emergency server reboot" phone was being answered.

As a result of this, I have cancelled my account with CI Host. Their cancellation process came up once again, and was no less annoying. (I am now primarily hosting with Fractured.net.)

Cancellation

2006-06-24 14:33 (-0500): I placed a cancellation request via CI Host's web site, and received the following email:

2006-06-24 14:33 Email from CI Host

We have received your notice to CANCEL your account with C I Host

Please print this. You must submit this form to cancel your account. If we do not receive this form via fax you will continue to be billed and you will be responsible for the charges. You also need to submit either a credit card or a online check to pay for your final bill. We will not cancel your account and release your domain if your account has an unpaid balance.

If you are making payment by check please mail the check to:

C I Host

1851 Central Drive #110

Bedford, Texas 76021

You may fax us a copy of the check completely filled out and this can be accepted as payment. See fax numbers below.

Fax Numbers:

United States - 888-241-2294

International - 817-868-7203

-------------------------------------------------------------- C I Host Cancellation Authorization

Name:_____________________________________________

Address:__________________________________________

City:__________________________ State:______________

Zip Code:___________________________

Credit Card #_____________________________________

Expiration Date: ___________

Credit Card Type: [ ] Mastercard - [ ] Visa - [ ] American Express

Domain Name: ___________________

I authorize C I Host to deduct from the credit card above my final bill for my service as outlined in my original order form for the above domain. In the event that this charge is contested by myself or charged back to C I Host, I agree that I am responsible for any charges incurred by C I Host in defending authorization. I also agree to pay the 5% fee associated with the chargeback should it occur. I also understand that if I am cancelling within the first 30 days of my contract, the startups are still non-refundable, but no hosting fees will be charged to me for service rendered in the first 30 days of my contract. If I am cancelling after the first 30 days, I am responsible for all charges incurred.

Signature: ______________________________________________

2006-06-24 16:16 Woozle responds to CI Host

As I said the last time I used this form to cancel an account with CI Host: I am not going to fax it back to you. I have already requested that you cancel my account. Each month was paid for in advance; the last invoice you sent reads, in part:

6/5/2006             ci52482046               $0.00        $59.95
Dedicated Server Monthly 06/04/06 to 07/03/06

If there are any further charges on my credit card, I will go to the bank and have them reversed.

Please cancel this account immediately.

Thank you,

Nick Staddon

2006-08-11 07:52:58 Woozle emails CI Host again

Hi.

I cancelled my account back on June 24, but you seem to have made another charge to my account on August 8. The amount is 59.95 and the transaction description says:

CI HOST 888-8689931 TX 8467 CHKCD PURCH

I'm guessing that it was an honest mistake, since you don't seem to have debited me in July.

Could you please refund the charge, and make sure that there will be no future charges? My bank has advised me that you are obligated to do this, since I did cancel in writing back in June.

Thank you,

Nick Staddon

On Monday 05 June 2006 05:52, C I Host Billing Department wrote:

> Invoice Number: ci52465...(redacted)
> Date: 6/5/2006
> Name          : Red House Media
> Address       : 122 Pinecrest Rd
> City, Prov    : Durham, North Carolina
> Postal Code   : 27705
> Phone         : 706-534-5016
> Fax           : 2063385660
> Contact       : Nick Staddon

2006-08-16 10:40 Woozle calls CI Host

Having not received any reply from CI Host, I finally called them. After going through only about 2 different menus, I was able to talk to a human being who asked for my domain name. I wasn't sure what that would be so I gave her my account number, which was apparently adequate.

The service representative checked the records and confirmed that they had received the message and that there was in fact a refund in the queue to be processed, and that the amount was $100+ something which was apparently erroneous charges for two months (it turns out that there was a charge for July and I simply hadn't noticed it; it is to their credit that they refunded this without my asking specifically). She also said it would take 3-4 weeks to process the refund, and agreed that I should see it in my bank account by early September.