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SiteLock - Wrong Billing - $299
Posted on Friday, March 8th, 2013 at 10:56pm CST by Satya S.
Category: Internet Services
I am Santosh
I have a site called http://best-videos.in
I wanted to my secure my website as few months back I was informed my site was infected with Malware By Godaddy(My website Hosting Company).
I was searching online for Services that provide Website Security, then I came across the site called http://sitelock.com who provide Website Security Services (as mentioned in their Site).
I wanted to try their Service. I was asked to enter Credit Card Details to use Trial Subscription.
I entered my Credit Card details and Subscribed for Trial Period.
When I used their system to scan my website, I was informed that there were no issues with my site and it was free of any Infection.
I scanned my website using Google Tool but it informed that there were some pages of My website that were infected with Malware.
Since I was not satisfied with the results of SiteLock, I tried to Unsubscribe. I searched all over the site but could not find an option to Unsubscribe to their Services. The Only option that I had was to send an Email to Support Team - email@example.com. I sent an Email on the same day I subscribed to the site (18 January 2013) requesting them to Cancel my account.
Then I got the below Reply
From: Sitelock Support <firstname.lastname@example.org>
To: "email@example.com" <firstname.lastname@example.org>
Sent: Saturday, 19 January 2013 5:51 PM
Subject: RE: [best-videos.in] Please Remove my Account [ ref:_00DU0J32t._500U06RlXg:ref ]
The reason that the malware was not found on your site is that there is no sitemap. The scanner does not know where your files are or what they are called.
I can cancel the trial if you wish but in truth you are not fully aware of the true capabilities of a product until it is used properly.
Web Security Consultant
1 877 257 9263 extension 9017
I replied to the above Email again requesting them to cancel my account.
Then I did not get any Reply.
After a Month I was billed $299.
I called My Credit Company (Standard Chartered) regarding this issue but they told me that they cannot help me in this issue and asked me to directly contact the Merchant.
I phoned to International Number - +1(877)257-9263.
I complained them about the issue I experienced and then I was told that I would be refunded my $299 to my Standard Chartered Account.
I was informed that it would take 2 business days for the amount to be refunded.
I waited for 2 days and my amount was not Refunded.
I called them again and I was again told that they would refund my Money back and was given a Ticket Number - 00081536 for future communications.
I sent an Email on the Same Day for reminding them.
I did not get any Reply again. I called them again after few days for the refund. My call got disconnected while speaking to the Support Agent. I tried to reach them next day again and no one lifted my call.
I request you to help me in getting my amount my back. I am sick of calling the SiteLock team so many times.
I have the proof of Email Communication. If you need more details, please Email me