01 Oct 08 My GISOL story

Filed by reedcn in Posts.

I have had a web hosting account with GISOL since 2005 for the services of hosting a website and domain name. Just graduating college I only had a debit card and used it as my form of payment.

2006 my domain name did not renew, and I contacted the online help chat. Not being much help, I decided to just buy a new domain name for that year and set my account up to automatically renew. I thought that it was my mistake.

In 2007 I received notice my account didn’t automatically renew my domain name as agreed, that I needed to do so manually. November 16, I contacted the company wondering why and how it could be fixed. I was phoned by “Sean Anderson.” He said that my domain was in redemption and he would try to get it out. I asked how that happened when it was supposed to automatically renew. He said he would try his best to fix it. He then stated my account needed to be upgraded to a business plan, by creating a new account, for a rate of $49.99/month with a rebate making it $3.59/month, and my credit on my current account would be transferred. I was pushed into quickly making the decision and told that since my account was for a portfolio purpose it was business and not allowed to be the type of account that it currently was. I was sent no new user terms or agreement. I received a statement via email with no invoice number unlike my past bills on my previous account.

I questioned and disputed these charges and rebate through email. To that point I got only an invoice in email form for the $1,789.20 amount but my control panel account said charged $720 and $1078.20 separately. I received my receipt in certified mail a few days later which said I was charged the total amount all at once.

I continued questioning why and how I was charged the amount and if any credit from my old account was transferred. I was charged for a 36 month term when my past agreements were all 12 month. I had no email about a rebate and inquired why it was not appearing, I told that I was already informed of the rebate price of $3.56/month by an agent and once I get the rebate that price will appear on my statement. I was ignored until I said I want my account terminated, that I had a good relationship with the company up to that point, that they were referred to me by a company within the IT industry, and I referred them to other businesses.

Angrily, I was called and harassed by what seemed 2 people on the phone yelling at me at once. They tried to get me to say I agreed to the charges. I was told that in 8 months my rebate would be activated by calling 323-924-1109 on July 16, that I need only say I am invoking my rebate. I was told the rebate was instantaneous, that the money would be put back on the card that was charged, they only need to push a button. I was even told in a very honest tone, that the company merely hopes clients forget to call to invoke the rebate, so the company can just keep the money. After I hung up, I called the number right back finally thinking to ask for this in writing. The same voice identified himself as “Andrew” answered the phone from the AVS answering service saying that office hours are Monday - Friday 11 am - 6 pm. This was 9 pm eastern standard time. I said I JUST spoke with someone. “Andrew” said he must have just left, but could take a message. I left my name and account name, asking to contact me regarding what i just spoke to them about.. This was Nov 30 2007 and immediately I called to cancel the debit card they had on file and charged me with.
The next morning I went to my bank. I was told that due to a previous business relationship with the company, they could not do anything about it.

Hoping they were true to their word, July 16 2008 I contacted the company by phone, through online chat help, and email. I tried contacting them for days. Over the phone days later when I finally got ahold of someone I was told I would need to wait for a more senior employee. After holding, I was told I was “LUCKY” that one was available. After being transferred the same voice identified himself as “Sam.” “Sam” could not give out a last name, as it was against company policy. Why had Sean Anderson told me his last name. Sam could not say. He did tell me that it was no longer 8 months after the date. I could only make the request on July 16th. I said that I did call. Many times from different numbers. I was put on hold many times. Some of them I hung up after waiting. Other attempts indicated the phone was disconnected from the other end or off the hook. And some times it just rang incessantly. I also said I saved my online chat from the control panel site showing I attempted to call and in the chat conversation that I clearly stated I am invoking my rebate. My chat assistance told me the company worked with an escalation matrix, and within the chat I demanded my problem be immediately moved up. “Sam” said to fax a phone statement to 801-812-8067 showing that I called that date. I asked if it mattered which number I called from, as I tried from many. He said it did not. He kept telling me it was almost 6 pm and would be leaving soon trying to hurry the exchange. I faxed him and called the number again to ensure he received it. This time a woman answered. I asked that I speak with Sam, that I was just on the phone with him. He was obviously annoyed I called again, saying that it was an electronic fax and would take time to reach him. To his surprise the fax had arrived. He looked at the cell phone statement indicating I was on hold 14 minutes. He said that is not enough time to realistically wait, that I probably hung up after I got tired of waiting and it was therefore my fault that I did not get through again. He said I would have needed to wait on hold for at least 45 minutes, any less was not reasonable. I said that I was willing to fax other proof I called from other numbers and waited as well. Upon that, he said a third party company handled the rebates. That the information I supplied, he didn’t believe was sufficient to get my money back, but that he wold try. He said he would forward my information to the rebate company and I would hear back within 72 business hours. I questioned the duration of time and he was confused. I said standard business hours are 9-5 making only 8 business hours in a working day. That 72 would be a long time. He laughed and said that no one had ever said that to him before, that it was in fact 3 business days that GISOL is a 24 hour a day company. Why was I told 11-6 previously? Why was he then rushing to get me off the phone saying it was almost 6 and time for him to leave? It was not yet 6 pm eastern standard time, not pacific at this point. I clarified many times that I would hear back something by that Tuesday. He said he could not tell me if my information would be sufficient in getting the rebate, but that I would hear something. Nothing has resulted.

Sep 26 2008 I received an invoice of $71.40 for the original account, which I opened in 2005, for hosting Sep 26 2008 - Sep 26 2009. I have not had access to my original account since of the creation of the new account, login says incorrect name/password. Because I could not log in, I believed this account to be terminated when the company opened a new one under my name and I had no way to terminate it myself. I contacted them to say I did not have or want 2 accounts and believed it was an error. Sep 27th the only response was another invoice email. Sep 28th I was emailed the invoice again and a note stating upon no payment that day (the third day after the original notice of a disputed balance and a Sunday) my $71.40 balance and a $138.00 fine will be forwarded to a debt collection agency. As the emails ask, I have left many emails at admin[at]gisol[dot]com as well as any others I knew of (troubletickets, refund sales), as I want all contact in writing and receive nothing but invoices daily.

I can no longer access either claimed account as the log in says incorrect name/password. I have asked them to allow me to log into the account I believe I do have with them, but am still unable. The only way to do this myself is enter a new credit card information. Unwilling to do this and with a lack of any response regarding my issues, I have filed a claim with The Better Business Bureau, The Attorney General of California, The Federal Trade Commission, FBI IC3, National Consumer’s League Fraud Center. I plan to contact the Los Angeles District Attorney office, the Los Angeles County District Attorney’s Consumer Protection Division, and Gary Kaplan at the Los Angeles County Sheriffs Department. Sep 29 I told them this. Sep 30 I got another email invoice that my account was suspended and MAY be terminated and all files deleted in 5 days if I do not contact them to make payment in full. This time there was no mention of debt collection. Sep 31 I was emailed by the BBB that my complaint was sent to the company. Coincidentally it is the same day I stopped receiving invoices and outstanding balance notifications.

GISOL seems to believe that I have 2 open accounts with them. Neither of them I want nor have had ANY activity using since November 2007. No domain is registered to either account, and I attempted to delete all files from my “upgraded” account as soon as GISOL transferred them. They are not actually providing any hosting service or domain service. And certainly not any service allowing me to log into my “accounts.” The only reason I left my “upgrade” account open was that I feared I would never have any hope of getting any money back if I closed it. I opened an account with a different company once my domain name came out of redemption and have been using that since.