Billed for services not provided
We experienced ongoing billing for website hosting services that, were not actively being used. Our website had been moved to a different provider after a security issue several years ago that they were unwilling to help with. We believed all services with this company had been transitioned at that time.
When the charges were recently discovered and questioned, we learned the billing continued due to an internal account status that was never formally canceled, despite the website no longer being hosted by them. Communication over time was unclear, and different information was provided by different contacts, which contributed to the confusion.
While the account has now been canceled, no refund was offered for the period in question. We encourage other businesses to carefully review contracts, billing terms, and cancellation requirements to avoid similar situations.
Reply from Studio98
Thank you for sharing this feedback. We genuinely apologize for the frustration and confusion regarding your billing; it is never our intention for a client to feel caught off guard by ongoing charges.
While we understand your website had been moved, our hosting subscriptions are set up as active service agreements where digital resources and infrastructure are held in reserve for your account. Because these resources remain allocated and secured until a formal cancellation is processed, billing continues to ensure those assets aren't interrupted or lost.
We truly regret that there was a breakdown in communication or any lack of clarity regarding the status of your account. We are taking your comments to heart and will be reviewing our internal processes to ensure our team provides clear, consistent guidance on how to fully close an account when services transition.