For the past eight years I have used a firm called Fasthosts Internet to host my website and provide an email service, paying in advance for this. But in February this year my email account suddenly stopped working, and when I called I was told that if I wished my service to continue I would need to upgrade and pay more.
Having paid in advance I considered this a breach of the agreed terms, so decided to go elsewhere. I moved my domain to another provider, and called Fasthosts to tell it of my decision. At the end of the conversation, which I recorded, I clearly asked whether I had to do anything else to end the matter, and was told no.
Fasthosts has since pursued me for the costs of renewing my account, which it claims I have not closed. I have unsuccessfully attempted to resolve the issue via three phone calls. Staff claim my hosting package is still ongoing – even though there is nothing to host – and it is now threatening me with a debt collection agency. Are you able to help? JSA, Gantham
This was all a bit of a mess and should have been sorted out without our intervention. The company blamed your problems on the fact that you had not replied to emails it had sent out – but to what turned out to be an old email address.
It also says it regrets the way that it sent you a “final” letter in the first instance, and it should have accepted you had cancelled. Happily, after we got involved, this has all been sorted out. Your account has now been closed – and the debt collectors will not be hassling you.
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