OpenWeb misunderstanding upon cancellation

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laichzeit0

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Hi all,

Last month I switched to OpenWeb 512 uncapped/unshaped lite on the 23rd or something of January. I have 2 issues with this ISP. Firstly their overall attitude STINKS. Never in my life have I witnessed such bad customer interaction. I can't believe individuals or businesses would actually use these people. Secondly, and even more concerning is the fact that after I requested my account to be cancelled, and received an email saying "Your account will expire at the end of Janauary" these guys went ahead and charged my credit card again on the 1st of Feb. On their website the only way that you can cancel your account is to send an email to [email protected] requesting it to be terminated. So if that request was submitted and a reply was given that it will terminate, surely them charing my credit card again is a breach of contract and basically theft?

Here's the actual email conversation between me and OpenWeb:



On Sat, Feb 5, 2011 at 8:59 AM, XXX<[email protected]> wrote:

Look I asked for my account to be terminated and your reply was that "Your account will expire at the end of January." Why has this not happened and why was my credit card charged again?


On Sat, Feb 5, 2011 at 6:25 PM, OpenWeb Administrator <[email protected]> wrote:

Hello,

Please explain why you are still using it?

Kind regards,
Keoma Wright
Founder,
OpenWeb.co.za

From: XXX
Sent: Friday, February 04, 2011 12:15 PM
To: OpenWeb Administrator
Subject: Re: Cancellation of account

Please explain why my account is still active and why I was once again charged R297 on the 1st of Feb?

On Mon, Jan 24, 2011 at 5:15 AM, OpenWeb Administrator <[email protected]> wrote:

Hello

Thank you so much for your email!

That was short lived.

Your account will expire at the end of January.

Kind regards,
Keoma Wright
Founder,
OpenWeb.co.za

From: XXX
Sent: Sunday, January 23, 2011 6:51 AM
To: [email protected]
Subject: Cancellation of account

Please cancel the following account with immediate effect: [email protected]
 
Hello laich,

A refund has been requested from the credit card company as per my email to you.

I'm afraid the system did not remove it when flagged.

Why are you still using the account? Please disconnect from the account.

Kind regards
MrBEEP

laichzeit0 said:
Hi all,

Last month I switched to OpenWeb 512 uncapped/unshaped lite on the 23rd or something of January. I have 2 issues with this ISP. Firstly their overall attitude STINKS. Never in my life have I witnessed such bad customer interaction. I can't believe individuals or businesses would actually use these people. Secondly, and even more concerning is the fact that after I requested my account to be cancelled, and received an email saying "Your account will expire at the end of Janauary" these guys went ahead and charged my credit card again on the 1st of Feb. On their website the only way that you can cancel your account is to send an email to [email protected] requesting it to be terminated. So if that request was submitted and a reply was given that it will terminate, surely them charing my credit card again is a breach of contract and basically theft?

Here's the actual email conversation between me and OpenWeb:



On Sat, Feb 5, 2011 at 8:59 AM, XXX<[email protected]> wrote:

Look I asked for my account to be terminated and your reply was that "Your account will expire at the end of January." Why has this not happened and why was my credit card charged again?


On Sat, Feb 5, 2011 at 6:25 PM, OpenWeb Administrator <[email protected]> wrote:

Hello,

Please explain why you are still using it?

Kind regards,
Keoma Wright
Founder,
OpenWeb.co.za

From: XXX
Sent: Friday, February 04, 2011 12:15 PM
To: OpenWeb Administrator
Subject: Re: Cancellation of account

Please explain why my account is still active and why I was once again charged R297 on the 1st of Feb?

On Mon, Jan 24, 2011 at 5:15 AM, OpenWeb Administrator <[email protected]> wrote:

Hello

Thank you so much for your email!

That was short lived.

Your account will expire at the end of January.

Kind regards,
Keoma Wright
Founder,
OpenWeb.co.za

From: XXX
Sent: Sunday, January 23, 2011 6:51 AM
To: [email protected]
Subject: Cancellation of account

Please cancel the following account with immediate effect: [email protected]
Click to expand...
 
Last edited:
Lol so you cancelled the account and are still using it? :erm:
I would seriously caution on stating that they are engaging in theft. This is not theft and you are defaming the company no?

Disclaimer: I do not work for Openweb
 
So you charge him fr January and get iffy when he uses the account he's been charged with ...... hmmm, good business sense :rolleyes:
 
Please disconnect from the account. I see you are still using it.
 
We rectified our mistake, and apologized to the client before this post was made.

The client is, at this very moment, still using the account. The refund has been processed.

Mephisto_Helix said:
So you charge him fr January and get iffy when he uses the account he's been charged with ...... hmmm, good business sense :rolleyes:
Click to expand...
 
laich****face, you are what I call a classic dumbass. Mrbeep, charge the dumbass for the bandwidth he used.
 
There must be a season for these disckheads.

Its quiet on the homefront for months, and then suddenly they bread out like flying ants. "Openweb stole my mother!" "OpenWeb is in love with my brother, and stole his bandwidth!" and on and on.

And the funniest thing is, they never have more than 5 posts

MickeyD said:
One Post Wonder.
'nuff said.
Click to expand...
 
MrBEEP said:
We rectified our mistake, and apologized to the client before this post was made.

The client is, at this very moment, still using the account. The refund has been processed.
Click to expand...

aaah ....... yeah once refund is done he should obviously not be using it. I thought it was a case of "well it's been charged for Jan, so gonna use it for Jan and cancel Feb"
 
Hi

I'm still using it because on 1 Feb I was charged for it, does that make sense? :) So you're telling me OpenWeb can't "disconnect" a user until he manually closes the PPPoE connection? Lol... I'll reboot my ADSL modem now.
 
I agree. Once you request a cancellation from a ISP, don't use the account the next billing cycle - otherwise should there be a financial problem, you have no leg to stand on. I think that the person should be billed one more month, or at least the bandwidth used, at the national average rate, per GB.

At the same time, Openweb should jack up their billing system, to forcefully disconnect the client and prevent these things from happening again - if there is a human element to this system. Remove it as much as possible.
 
MrBEEP said:
We rectified our mistake, and apologized to the client before this post was made.

The client is, at this very moment, still using the account. The refund has been processed.
Click to expand...

For the record, I have not received any mail from OpenWeb regarding a refund, as of 10:26AM.
 
kwagga, I agree. We are working on the new system currently. I am hoping by middle March we will be ready to unveil :)
 
Look, I'm not going to feed the trolls in this thread.

OpenWeb can not charge "pro-rata", they stated so themselves This was the original reason I requested my account to be terminated as on 23 January when I opened and started using the account I was charged R297 for 8 day's usage, not nice. So I requested the account to be terminated. Fine I'll take the R297 burn and move on.

How I get put into a chicken/egg situation here. I get charged on 1 Feb, do I (a) disconnect and join another ISP and then pay ANOTHER months fee while I wait for this fiasco to get sorted out, or do I (b) Find out what's going on, why I was charged and continue using the account that I UNWILLINGLY was forced to pay for, until someone clears it up?

I'm still waiting for an email from OpenWeb to say that it's been rectified. I'm not simply going to go by what someone says on a Forum post that a "refund has been requested". This is common sense :)

TL;DR I was incorrectly billed, I'm waiting for a refund. Charge me pro-rata if you'd like (this is going to be hillarious because apparently you couldn't do it before) and get me off your billing run so I can stop using the account.
 
Hello,

During the signup process, and in the Terms of Service, we inform clients that this product is not charged pro rata. You completed the process, and paid.

Your money has been refunded, which on a credit card can take up to 72 hours to reflect as it goes through the banking systems.

We will not charge you for the bandwidth used this month, as ultimately, this was our mistake, which we apologized for.

laichzeit0 said:
Look, I'm not going to feed the trolls in this thread.

OpenWeb can not charge "pro-rata", they stated so themselves This was the original reason I requested my account to be terminated as on 23 January when I opened and started using the account I was charged R297 for 8 day's usage, not nice. So I requested the account to be terminated. Fine I'll take the R297 burn and move on.

How I get put into a chicken/egg situation here. I get charged on 1 Feb, do I (a) disconnect and join another ISP and then pay ANOTHER months fee while I wait for this fiasco to get sorted out, or do I (b) Find out what's going on, why I was charged and continue using the account that I UNWILLINGLY was forced to pay for, until someone clears it up?

I'm still waiting for an email from OpenWeb to say that it's been rectified. I'm not simply going to go by what someone says on a Forum post that a "refund has been requested". This is common sense :)

TL;DR I was incorrectly billed, I'm waiting for a refund. Charge me pro-rata if you'd like (this is going to be hillarious because apparently you couldn't do it before) and get me off your billing run so I can stop using the account.
Click to expand...
 
A question for MrBEEP.

Is there a technical reason why you could not have disabled the OPs account at midnight on the 31st Jan (or any time prior to that if they got a full refund)?
 
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