I asked Streamline to cancel my account, they didn't...

Lyon85

Lyon85

Lyon85

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I'm not sure where I stand here, I've heard a few stories of streamline ignoring tickets that requested account cancellation.

Last week I sent a ticket enquiring about my domain ownership (never dealt with domain transfers before, didn't understand them). I didn't realise that .uk domains lasted 2 years and as mine expires next year I just wasn't sure who owned it and if I could transfer it. I made it clear that I was thinking about moving over to another host (Vida).

They replied this Monday explaining the domain expiration and that I could transfer it over whenever I wanted. They asked that if I still wanted to cancel my account to reply to the ticket confirming that I made the appropriate backups. I replied within a few hours that I no longer wished to stay with Streamline, that I had the backups and to not let my account renew (this is the only way to cancel).

So yeah, today (thursday) is the renewal day and according to Streamline they have renewed it (online banking hasn't caught up yet). I seriously cannot afford this, I'm in real trouble if they don't respond to my plea to cancel my account and refund me.

So, is there any legal spiel I should know if they throw me back a blanket auto renew email or anything? Just thought I'd prepare myself, because their support seems to take ages. They had Mon, Tue and Wed to stop my sub, that's enough time right?
 
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I raised a ticket a week ago to cancel my domain and hosting. They said I was too late and the payment had gone through but would refund me on the same card. Payment and refund have both been processed. So happy about that...and my site is still live.

I've had no problems with them replying to tickets
 
Honestly, good luck - you'll need it. These guys are one of the the worse companies by far I've had to displeasure of dealing with. Every single time I've called up I'm put through to offshore support (India I think) where the operator speaks broken English at best, attempting to read off a script. Making progress is hard, laborious and painful. Unlike some of the better UK web hosting companies, who are flexible when it comes to changing things, streamline really aren't - no room for movement at all.

That won't help you much, just though I'd use this as an opportunity to moan a bit :)
 
suarve said:
Honestly, good luck - you'll need it. These guys are one of the the worse companies by far I've had to displeasure of dealing with. Every single time I've called up I'm put through to offshore support (India I think) where the operator speaks broken English at best, attempting to read off a script. Making progress is hard, laborious and painful. Unlike some of the better UK web hosting companies, who are flexible when it comes to changing things, streamline really aren't - no room for movement at all.

That won't help you much, just though I'd use this as an opportunity to moan a bit :)
Click to expand...

+1
 
If its anything like One.com you have to cancel with them over 3 months BEFORE the renewal date, and even that isn't enough.

I had a year long battle with them over it, I cancelled it 4 months before, they ignored the email, I tried phoning and emailing a lot over the next 5 weeks before then sorted the cancellation out. Then, they charged me for a year because it was under 4 months.

I didn't use the space after I cancelled it but still ended up paying 50% of the costs just to get rid of it, I didn't want court action just in case it effected my mortgage application. :(
 
as others have said streamline are really horrible to deal with...i just gave up and blocked them from accessing my account.

there business model is really bad.

and they wont threaten you with court action! as far as im aware their contracts arent actually legalally binding...
 
Well, I was prepared for the worst so this feels like a massive bonus:

Thank you for your query

The hosting to this account has now been cancelled as per your instruction.

The payment charged in error has been refuded, please allow 3-5 working days for the payment to appear in your next bank statement and I apologise for any confusion caused.

Kind regards
The Streamline.net team - Web hosting made easy
Click to expand...

Happy days :D



Unless the refund never shows up...
 
Well, it's nice enough that they replied to my angry ticket within the few hours but not so nice that they wouldn't cancel my account when I asked them at the beginning of the week. If I hadn't had that money in my account at the time I'd be facing some overdraft charges right now.
 
Wow - that's highly unusual for Streamline to actually refund you. They were well known for getting people to sign up on their "free" package and then forcing them to renew for two years of their hosting at the full rate (~£120) because the customer didn't jump through the particular hoops that Streamline asked. There's even an article in this month's .Net magazine about them doing this. Perhaps they've changed a little since being taken over by Fastshosts (who in turn are owned by 1&1).
 
They refunded me straight away no questions asked.

My only issue now, is the website is still up and running. I want to remove my bank details from Streamline but it doesn't just say 'delete details' it asks for up to date details. hmmm
 
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