Verio web hosting / over billing

Verio web hosting / over billing

This complaint was submitted to the BBB, AG of Florida, Bank of America Fraud Division, Consumer Affairs Organizations, etc. It seems no one can get Verio to correct their records, maybe they believe they are above the law, consumer, etc. I am an retiree in Pinellas County, and the complaint follows:

CUSTOMER INFORMATION: Mr.Mark Van D

Dunedin, FL ,USA 34698

Web Site having the problem: http://www.florida-photo-magazine.com/ COMPANY OR ORGANIZATION INFORMATION: Verio Hostmaster

5050 Blue Lake Dr.

Boca Raton, FL UNITED STATES, 33431

(888)663-6648 COMPLAINT INFORMATION: Date Received:1/16/2005 12:30:25 PM

Primary Complaint Classification: Credit or Billing Disputes

Secondary Complaint Classification: Service Issues

Complaint:

I cancelled my web hosting account on 12/30/04 at 5:39 pm. The company claimed I had an over usage by 9:23 pm the same day. They then debited my account on 1/04/05 for $305.90. I had sent 15 e-mails protesting this amount, and a representative replied with the following e-mail: "Since your account is now a Domain Registration Only, it has no transfer. The e-mail received is standard when downgrading from an active account to a DNR. You will not be billed for overages on a DNR account since the traffic does not occur. As the e-mail stated, it was "projecting" an overage, but this will not happen. Regards,

Heather H.

Verio Customer Operations

Email User

1-888-663-6648" The amount they billed me for had already been paid for under their web hosting plan "Bronze" that has 7.5 GB of transfer per month. At December 30, 2004, I had used 3083 MB (41%), this amount was then transferred to the new URL on closing the web hosting account, and billed at $.10 per MB or $305.90. I have tried calling them, and after the representative goes to research the problem, I am disconnected. This has happened three times. I do have all the e-mail concerning this matter. The Bank of America also has tried to reach them, and he was disconnected about 10 times. He finally submitted the claim to the Fraud Division of the Bank of America and the amount was charged back to Verio. Then Verio suspended my domain. Summary of the Problem: 1. Web Hosting Plan Bronze 7.5 GB monthly data transfer

2. 250 MB web disk space

3. At 12/30/04 at 5.29 pm usage for the month 3,083 MB (41%) at closing

4. This amount was transferred to the new url 161.58.134.166

5. Verio then gave me 25 MB to manage my domains

6. They subtracted the 25 MB from the already paid for usage of 3,083 MB

7. And billed me for 3,058 at $.10 per MB or $305.90, rounding of $.10

8. The e-mail from Heather and Misty states this. "Thank you for contacting Customer Service. I am sorry you have had difficulty reaching us. I submitted a case to our Accounting team on the 4th asking if they had issued your credit and if it had not been done, to please process it. The case number for that request is in the subject line of this e-mail, IDS-7522755. I just checked the status as a result of your e-mail and show that is should be processed Monday. In order to assure that I changed your case status to a Priority 1. I do apologize for the difficulty you have had and hope that we can work to resolve this issue. We will contact you once Accounting has processed the credit so we can give you the exact date and time it was completed and you advise Bank of America to watch for it. Also, if you were charged any NSF fees as a result of this fee, please fax your bank statement to, 214-800-7735 and reference the case number above. They will refund any NSF charges that we caused. Please let us know if you have any further question or concerns while we await the credit. Thank you,

Misty

Supervisor

Customer Service"

Heather also promised I would not be billed for this when I was first notified back on December 30th:

“Since your account is now a Domain Registration Only, it has no transfer. The e-mail received is standard when downgrading from an active account to a DNR. You will not be billed for overages on a DNR account since the traffic does not occur. As the e-mail stated, it was "projecting" an overage, but this will not happen.

Regards,

Heather H.

Verio Customer Operations

Email User

1-888-663-6648” Customer Service Rep: Mrs.Misty & Heather ,

Product or Service: Verio Web Hosting account, Bronze plan

Account Number: florida-photo-magazine.com Purchase Date: 10/7/2002

Problem Date: 12/30/2004

Complaint Dates: 12/30/2004,12/31/2004,1/4/2005, etc. Sincerely yours,

Mark Van D &#160 Click this link to e-mail the above consumer: //

Comment On This

I have the same problem with verio, i canceled my account closed it and immediately got a message i surpassed my data transfer (25mb) even though the original data transfer allowance unil an hour before the cancelation was 400gb.

My account is hosted for almost a month on another server and verio tries to charge me on 140 us$, there is no one to talk to no one to complain.

Comment On This

I have had endless problems with Verio. Cancellation of the wrong account, conflicts in billing, and not to mention rude customer service reps. Verio sucks