I used this webhosting service with annual automatic renewals since 2006. The company changed hands during this period (it was formerly Dataflame). Bu
...t following a severe security problem with website downtime in August 2023 - which was TSOhost’s fault, and for which I had to pay £30 to get resolved! - I decided to change webhost provider before the renewal date of 5 February this year (2024).
I tried to cancel the service three times, following the company’s ‘ticket’ procedure, on 15 January, 2 February and 3 February 2024. First time round, it appeared that the cancellation had worked. But then But then I discovered that the renewal fee had already been removed from my bank account prematurely on 2 February 2024.
There were no ways for me to contact tsoHost other than via its ticket system. The ‘live chat’ alternative was unavailable to me, and there is no phone line. Emails from it prove that I had clarified via the ticket system that I was cancelling the service. But tsoHost continued to deny that there was a cancellation request. The largely boilerplate replies just went round in cirdes repeating the same unhelpful and irrelevant stuff.
I contacted my bank’s VISA card service to get a refund. Unfortunately due to a mixup with my bank the 120-day limit on making claims expired.
I have reactivated my claim against TSOhost. Their latest excuse is "our refund policy requires that the cancellation request form be completed promptly after noticing the charge in order to be eligible for a refund. Therefore, we are unable to issue a refund in this case." This is the first time that a 'cancellation request form' has been mentioned.
My bank put a stop on the automated renewals back in February. But a bank agent recently noted that TSOhost had previously taken renewal fees using my card details, so in view of the unscrupulous behaviour of TSOhost it advised me to cancel my bank card, just in case the company tries to extract more money by that route.
Do not touch this company – it is unreliable, evasive and untrustworthy. It also expensive compared to the new provider to which I have switched.
