Cancelled yearly account early, still no evidence of refund

I submitted a support ticket requesting asking about a prorated refund on a yearly account if I terminated early, and my reply was yes, I would receive a prorated refund along with the disk space that I got free. I was told I would receive an additional refund for the disk space as if I had paid for it initially.

The ticket number prior to my cancellation was 19992

I have not received this credit and I cannot update status on my ticket because I have already cancelled my account. Could someone please contact me ASAP.

Thank you

16 Replies

Could someone please check on this?

Thanks

Absolutely. I'll get back with you shortly.

-Chris

Thank you. Your help is greatly appreciated.

I still have not received any responsed via email or this forum, nor has a refund been posted to my account. I am emailing [email protected]

Could someone PLEASE assist me with this problem.

Thank you

I still have not received any response. I sent email to [email protected], [email protected] AND [email protected]

Why can I not get someone to contact me with this issue? The only reason I closed my account early was because I was under the impression I would be refunded for services I did not use. If I would have known it would have been this much trouble in the first place, I would have never cancelled early.

If someone doesn't contact me soon, I will be disputing the charge on my credit card. I was told I would receive a refund for service I didn't use, yet I haven't received the refund NOR any contact other than "I will get back with you shortly"

How many times do I have to request assistance?

Same thing here: from the moment I cancelled, I received not ONE reply on my requests for refund. And I even double checked before canceling if I was entitled to a refund. I think no answer (and no refund) must be deliberate :(

It's terrible business practice. I gave them an ultimatum finally in an email that if I didn't see the refund posted to my account today, June 30th, I would have to dispute the charge. Of course, not to my surprise, I haven't received any correspondence whatsoever since I sent that email, nor have I received the refund.

I have printed copies of all my requests, emails, this forum post with limited staff replies, and copies of my original support tickets that I will be faxing to my credit card company today to process the dispute.

I used to recommend individuals to Linode, but after seeing this is how they take care of customers, I will no longer refer anyone to Linode, nor will I ever be a future customer again.

I honestly hope they can help you with your refund so you don't have to go through the hassle of dispute. This is terrible, and I am severely disappointed.

@phraxion:

It's terrible business practice. I gave them an ultimatum finally in an email that if I didn't see the refund posted to my account today, June 30th, I would have to dispute the charge. Of course, not to my surprise, I haven't received any correspondence whatsoever since I sent that email, nor have I received the refund.
Me too, I thought they were a honest business. I was with them from the start and they were always friendly and quick. Just don't understand it.

I can't get a refund from my credit card company, as they charged my card about 8 months ago. Still, four months is not a lot to get refunded, but they promised it.

Service was excellent…. while I was a paying customer. I could sumbit a ticket, send an email, ask questions about ANYTHING and I would get a response in 12 hours or less. As soon as you close your account, it's over.

That's about as dishonest as it gets, not to mention simply disrespectful.

@phraxion:

It's terrible business practice. I gave them an ultimatum finally in an email that if I didn't see the refund posted to my account today, June 30th, I would have to dispute the charge. Of course, not to my surprise, I haven't received any correspondence whatsoever since I sent that email, nor have I received the refund.

Good luck with that one, during signup you agreed to the terms of service, which explicitly state that any and all payments are non-refundable. They dont have to give you a refund, and if you dispute the charge, I'm pretty sure they wont. But if you ask kindly and wait a while, they're usually nice enough to give you one.

So lets check the tally here.

Linode 1, Phraxion 0.

I sure did, but then I was told by numerous people including Chris himself that 'a refund was coming,' so I have disputed the charge, and if they counter it, I have enough paper evidence to keep my refund. I gave them 30 days, as required by my credit card company, and they have still not complied.

Thanks Linode, great work.

@phraxion:

I sure did, but then I was told by numerous people including Chris himself that 'a refund was coming,' so I have disputed the charge, and if they counter it, I have enough paper evidence to keep my refund. I gave them 30 days, as required by my credit card company, and they have still not complied.

Thanks Linode, great work.

That still disregards the fact that the ToS you agreed too said you were not entitled to a refund if you cancelled, so that trumps any sort of 'evidence' you have.

Then why would tech support tell me striaight out I would get a prorated refund, plus the extra disk space refund as if I had paid for it? That ends up me GAINING an extra $50 out of the deal?

Either way I was told by more than one person working for Linode I was to expect a refund, and I have not received it. The ONLY reason I cancelled early was because I was under the implication I would be refunded for the service I paid for, but was not using. If I had been told "no you cannot have a refund" I would have gladly paid out my service, cancelled rebills, and never breathed a word about it again, but that's not the case.

If the terms of service overrides the written "evidence," for lack of a better word, then I should have been told up front. It all boils down to bad customer service, either because the person(s) that told me I would get a refund lied straight to my face just so they could "steal" my money, or because I cannot get any responses from any of my inquiries. The minute I was no longer a customer, I have been cut off from all communication, except my blatent rants on these forums, and I'm sure there's and end to thatcoming also.

I know how you feel Overlord, you're a happy customer, and you see another raising hell about service and whatnot, badmouthing Linode, and you take offense to that. I've been in your position more than once, so I know how you feel. I'm not going against Linode or anyone, I just want some communication regarding money, and that seems to be very hard to come by, so I'm getting just a little bit frustrated.

My records show we posted a credit to your card on file on the 29th of last month. It should have posted to your card on the following day (or following business day). If you still can't verify that the refund has reached your card, please email us and we'll get right back with you.

I apologize that your refund was overlooked, and I regret that it gives the appearance that we're not legitimate or honorable. I assure you that we've got every intention of being fair in business practice and in dealing with our customers in general.

Overall, I think this highlights the need for us to revisit our refund procedures, and I think there's definite room for improvement.

Again, my apologizes.

Regards,

-Chris

@caker:

My records show we posted a credit to your card on file on the 29th of last month. It should have posted to your card on the following day (or following business day). If you still can't verify that the refund has reached your card, please email us and we'll get right back with you.
Chris, please check on my refund too. Username: fgordts.

Please get back to me, thanks.

Caker, it honestly feels good to actually get a reply from someone and I thank you personally for it. The refund has posted to my account.

I apologize for any trouble the dispute may cause you. I am calling them now to cancel the dispute. Thanks again.

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