AXXESS just robbed me!

[Dwayno]

I had a few hosting packages with AXXESS which I decided to cancel because I moved on to reseller hosting.

I cancelled them from my control panel and requested the domains to be transferred however when I had a look at my proforma invoice today I realized that I'm still going to be billed for next month even though I selected it should be cancelled at the end of this month, July 2017.

I called the accounts department and was told that no cancellation request was ever received. How convenient that your system didn't receive my request and I must fit the bill for next month, it isn't R1000's so the money isn't really the issue but the principal being that a company that I've been supporting for several years would do this to me is really disappointing.

The solution provided by AXXESS was that I send a email for cancellation of the packages and they would only be able to cancel it at the end of next month. So I will be paying for something I won't be using.

 

[Pakka]

Nogal dramatic.

Did you get a confirmation from the system when you selected to cancel? If not, didn't that bother you?

 

[Dwayno]

No confirmation, I assumed that their system would take care of everything for me. I mean that's what their control panel is there for, I weren't sure how their system operates like whether or not it would take time to reflect. I had an emergency to attend to this week so I didn't have time to log in to check anything.

 

[The Axxess Lady]

Hi there, thank you for bringing this to our attention. Please email your account details to theaxxesslady@internet.co.za so we can investigate. Thank you.

 

[ProfA]

a company that I've been supporting for several years would do this to me is really disappointing.

If you want loyalty, get a dog.

 

[Tokolotshe]

I cancelled them from my control panel and requested the domains to be transferred

Does it show in your panel?
Did you get any confirmation emails.
Did you do so in time? (There is something like a cancellation has to be done before the n-th day of the month, the 20th I think)

If not, I'd ask why not? If so, I am more than sure Axxess will sort your out (no - not THAT way)

Tbh, I used Axxess a lot for a while, still have some services with them etc. Of all the South Arican providers, they are some of the most ethical around. I trust them based upon past experience, including problems, and that's why I deal with them.

Also, in general remember: Any company can sell well. But at a stage things will go wrong at any company. It's how that company addresses and attempts to fix things that differentiates them if given a fair chance. Axxess has always been top class in my books.

On that note, attacking without following the process completely, in effect setting up a company for failure, does not help either. I'm just looking at the thread's title? It may work on a certain type of company (some here on this forum). But for others knowing their own level of service, you'd be making an enemy and not get anywhere.

Just saying. Best of luck.

 

[Dwayno]

Does it show in your panel?
Did you get any confirmation emails.
Did you do so in time? (There is something like a cancellation has to be done before the n-th day of the month, the 20th I think)

No, No and Yes I did so in time.

If I remember correctly I first signed up with AXXESS in 2009/2010 and they've always been good to me and I do trust them and that's partly why I'm so disappointed. I didn't just cancel one package, I cancelled multiple and went through the entire process for all. My expectation from AXXESS was for their system to work and process my request. Their system didn't work so I am the one that has to now suffer the consequences.

Their response to me was that they didn't receive anything and they will bill me for next month. If they go back and listen to calls, they will hear me asking the guy about cancellation and him explaining it to me, proving my intentions. So basically screw you, we messed up but too bad, pay us for next month then $%^& off.

Like I said earlier the money doesn't really matter but I would have appreciated it if they handled it better instead of just pretending like nothing happened or as if it was my fault that their system failed.

 

[The Axxess Lady]

I had a few hosting packages with AXXESS which I decided to cancel because I moved on to reseller hosting.

I cancelled them from my control panel and requested the domains to be transferred however when I had a look at my proforma invoice today I realized that I'm still going to be billed for next month even though I selected it should be cancelled at the end of this month, July 2017.

I called the accounts department and was told that no cancellation request was ever received. How convenient that your system didn't receive my request and I must fit the bill for next month, it isn't R1000's so the money isn't really the issue but the principal being that a company that I've been supporting for several years would do this to me is really disappointing.

The solution provided by AXXESS was that I send a email for cancellation of the packages and they would only be able to cancel it at the end of next month. So I will be paying for something I won't be using.

Hi Dwayno, as requested yesterday, please email your account details to theaxxesslady@internet.co.za so we can investigate. Thank you.

 

[Dwayno]

All sorted thank you for resolving this.