Incorrect link made me pay twice for my domain renewal

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  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
2 problems now. 1st I got misdirected and overcharged. Second when I patiently reported it I got unexpected server errors when sending, so here's what I wrote.

" I got an email from you saying Immediate action required, renew your domain name. So I did. £12.95 for 2 years. Then I went back and read the next line of the email. It said renew your Yola hosting package. I clicked the link. It asked me to renew. I did. Another £12.95.

Then I noticed that the link wasn't to the renewal of the hosting packege, I'd just renewed my domain name twice. So I had to find an earlier mail and renew the hosting package. I did. This time £17.95.

So I'm telling you that you've got a mis-named link that doesn't renew the hosting package but steals £12.95 from anybody who follows it.

I'm a bit annoyed by this. I think you should stop being either stupid or dishonest (pick one) and give me my £12.95 back"
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John Wilson

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  • unhappy

Posted 4 years ago

  • 1
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Hi John,

Thank you for bringing this to our attention. I have reviewed your account and I can see that you have been billed twice to renew your domain (£12.95 x2), and once to renew your Yola Bronze hosting package (£17.95).

I can confirm that asking you for the payment of £12.95 twice was down to a technical issue on our side, so please accept our apologies for this error and any inconvenience it may have caused. Our engineers are investigating this further on our side.

I have refunded your double payment of £12.95, and it will be credited to you within a few days, please let us know if it does not appear.

As your domain has been renewed twice for 2 years, it will remain registered to you until the 3 Feb 2018 at no extra cost to you.

Your hosting package and domain are set to auto-renew each year going forward, which will prevent any issues like this occurring again, however if you would prefer to cancel the auto-renewal facility please let us know and we can assist you with this.

I hope this clears up any misunderstanding regarding your account. If you have any other questions please let us know!