Eleven2 NEVER REFUNDED ME! Only part of my money back!

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Posted by ClamHost, 08-19-2013, 02:13 PM
Below is the email I sent to eleven2 on August 10, 2013. I sent it to billing@eleven2.com, and I've yet to see my $17 back. The only refund I received was $16 in July and that was for the reseller hosting, not for my dedicated ips, or the WHMCS license fees. I'M STILL AWAITING MY REFUND! Jul 24, 2013 Payment To Eleven2, Inc. Completed Details Payment To Eleven2, Inc. 5F6166552L654335G -$12.00 $0.00 -$12.00 USD Select record 13 Jul 24, 2013 Payment To Eleven2, Inc. Completed Details Payment To Eleven2, Inc. 41451827CV996141X -$5.00 $0.00 -$5.00 USD $12: Eleven2 Invoice Number: Eleven2 - Invoice #3570811 Paypal Transaction ID: Unique Transaction ID #5F6166552L654335G $5 Eleven2 Invoice Number: Eleven2 - Invoice #3570779 Paypal Transaction ID: Unique Transaction ID #41451827CV996141X) I spent $12 on dedicated IP's, and $5 on WHMCS. I cancelled my account at Eleven2 within the 30 day guarantee period, and still have not received my money back. That is $17 I'm waiting on. I only received a refund for the cost of web hosting for the first month ($16). I will give Eleven2 till Monday, August 17, 2013 to issue the refund(s). If not I will take this to BBB, WHT (Web Hosting Talk) and other resources. I am not happy. Phone number is XXX-XXX-XXXX ( censored number due to thread) Awaiting my refund, Thomas M Lopez
Posted by Nick H, 08-19-2013, 04:19 PM
Hello, As per our TOS: "Refunds are only valid on the the initial term for Shared and Reseller web hosting packages. Refunds are not available on VPS Servers, Dedicated Servers, Cloud Servers, or Domain Registrations, or any other services not listed here. Refunds are not available on account renewals." (http://www.eleven2.com/legal/) You were issued a refund for your hosting package as was appropriate. You were not issued for extra services like dedicated IPs and WHMCS licenses, because we incurred an expense in providing these to you, and they are excluded from our money back guarantee. I believe we have explained this to you on countless occasions, and I'm sorry you are not happy with not being refunded for these extra services, but we have acted in accordance to the terms that were agreed upon when you signed up.
Posted by Jeff Bee, 08-19-2013, 04:55 PM
It is very common for there to be non-refundable portions of the web hosting expenses that you paid, especially as you get into reseller hosting, VPS hosting, dedicated server hosting or colocation. For some services, web hosts have to pay an upstream provider a non-refundable amount and they pass the cost on to you. For example, dedicated IPs and WHMCS licenses. Since the web host can not get a refund for those types of add ons, it's reasonable to expect that you won't get a refund for it either. As Nick mentioned, they detail this in their ToS. Please note that similar clauses are in MANY web host's ToS.
Posted by ClamHost, 08-19-2013, 04:56 PM
1. I don't understand how you cannot refund my dedicated ips, you have hundreds of people a month asking for more ips, you could've refunded me and charged them for the ips. BUT if that is in your TOS then I will follow. I bolded your last paragraph, because you DID NOT reply to my emails, and nothing was explained, in fact, if eleven2 would have just relied to my emails, or called and left a message then I would have said "oh its not in their policy, so better let it go". Instead I was left to believe Eleven2 just didn't feel like refunding me, as they are a POS company. Now that I know the truth, I will not say more. I would have never needed to make this thread if Eleven2 would have simply replied to my email. This is not my complete fault as your making it out to be, with that comment "I believe we have explained this to you on countless occasions". That is all.
Posted by ClamHost, 08-19-2013, 04:58 PM
Since Eleven2 never responded to my email, I didn't know what to think....I had assumed such a large company must have high demand for dedicated ips to there customers, and would just reuse the ip then charge the other customer for the ip they want and refund the previous customer. I guess I was wrong. This is not my complete fault, I thought "Eleven2 will reply to my email and explain". Rather than I needing to read through the TOS.
Posted by Nick H, 08-19-2013, 05:03 PM
Can you please provide the Ticket ID that we did not respond to?
Posted by kpmedia, 08-19-2013, 05:04 PM
What are IPs these days? Under $5? All this for $5? Really?
Posted by ClamHost, 08-19-2013, 05:06 PM
7. And if a company ignores you wouldn't you get upset? All I wanted was a reply to a email. That was all. So Eleven2 could explain this issue to me. Is that too much to ask for?
Posted by ClamHost, 08-19-2013, 05:08 PM
I already provided the email, and the date it was sent. I never said you didn't respond to a "ticket ID". As I cannot create tickets on the brain.
Posted by Jeff Bee, 08-19-2013, 05:13 PM
Unfortunately that would make sense financially for web hosts, since they have to pay for the IPs from an upstream provider regardless of whether or not they are utilized. Sure they could sell the IP to someone else, but they won't make back the money that was lost when you used it if you get refunded. I would highly recommend always taking a moment to read through the ToS before signing up with any host, as it's a contract between both parties. Once you get familiar with them (they're quite similar from host to host) you can jump straight to some of the sections that you'd be interested in, such as refund policies.
Posted by Nick H, 08-19-2013, 05:14 PM
We do not accept any support or billing tickets via email. If you had emailed billing@eleven2.com, you would have gotten an autoresponder that told you to login to Brain to open a ticket. You are most certainly able to open tickets in Brain, and are able to reply to tickets in your Brain account as well, even after cancelling your account. We also have a contact page at: http://www.eleven2.com/contact-eleven2-web-hosting/ - which also states to open a ticket for billing. But it also lists our general email and my direct email, neither of which were emailed. I also couldn't find a chat for you either, and it doesn't seem you called us either. We have many different ways to contact us, but you only contacted us using an unmonitored email that sent an autoresponder to you indicating such. Again, I'm sorry that you aren't happy about not being refunded, and that you feel we're a "POS company", but we acted appropriately here and had we been contacted using proper (and monitored) mediums, your concerns would have long ago been resolved.
Posted by WebHostDog, 08-19-2013, 06:08 PM
I cannot believe people are still asking for $5 refunds ... Sometimes even less ... Sometimes even these are abusers and criminals asking for refunds.
Posted by Faris Aziz, 08-19-2013, 08:12 PM
You don't be surprise. I have seen $1 refunds too.
Posted by Mad_matt, 08-19-2013, 11:32 PM
why would you expect a refund on ip's? I mean seriously. Shared hosting, yes, you should get a refund for that, but for other services, no not really (well unless they were screwups then perhaps....) You had a reseller account yes? So tell me, if a client to you orders an ip, then you pay your supplier for one, if your client cancels, are you happy then to refund the cost of that IP as well (even though you know full well that you cant get a refund for ip's?) Shared hosting is normally refundable as their is normally no immediate or direct prices associated with it. Why did you leave anyways? Did you specifically leave due to poor service or just because you wanted a refund? Nothing in your OP suggests why you left them in the first place. Just remember, one of these days you will see one of these threads about you not refunding someone else. What will you say to them?
Posted by Atlanical-Mike, 08-20-2013, 10:42 AM
I was trying to stay clear of this thread haha since Eleven2 is in the right here and as the OP is complaining more, I thought I'd comment. 1. Eleven2 is in the right as I've said above. 2. OP agreed to their Terms and Conditions when signing up, if they didn't read it that's their own fault in my opinion. 3. If you can't afford not having $7, then you might as-well close up. OP remember your representing your business.
Posted by Shinjiru Technology, 08-28-2013, 04:27 PM
lol, then the hosting cost would have to be $1 too. Seriously, for $7 this is happening. Whatever the case maybe, Eleven2 had this policy written in their TOS, and the client agreed to it when he signed up. Legally and morally, he should abide by these TOS.
Posted by ClamHost, 08-28-2013, 04:51 PM
Forgive me for not reading Eleven2's TOS, but I didn't think I'd ever need to. Christ everyone is acting on Eleven2's favor. Forget this thread. The mods should close it, as its just everyone defending eleven2.
Posted by ClamHost, 08-28-2013, 04:54 PM
I refund the client, as I simply can reuse the dedicated ip. Then I simply charge the client asking for a ip the cost. Does that answer your question? Furthermore if a client is unhappy and wants to cancel my policy is refund them and wish them goodbye. I wouldn't keep part of their money, when I could just reuse the ip, which is exactly what eleven2 does considering they probably have 100's of clients asking for dedicated Ips monthly. Maybe even more. I'm done with this thread.
Posted by anon-e-mouse, 08-28-2013, 06:07 PM
May as well close it up then

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