Matt28376

Ok Just had to rant about this... I've ranted about this before but this time it was just so funny I had to share. This is why we are leaving WHMCS... I just can't trust them. I'm trying for the 3rd time now to cancel my account with them. As you can see in my last ticket below, they keep prolonging the cancellation by saying they won't cancel till I respond. Most companies after the customer has confirmed 2 times to cancel would have said, "we've cancelled the account but please let us know why you've cancelled", not we'll cancel only if you tell us why we are so bad. Anyway I'm sure my post will get slammed by WHMCS fake user accounts and others or pulled. This is just a rant and I'm going to leave it at a one off comment, but I'm so disappointed in WHMCS... I'm clueless why they need to act like this as on the surface they seem like a good company... FYI I've replaced my email/contact details with **** ----------------------------------- Hi ****, Could you provide us with some feedback as to how the system did not perform how you wanted it to? This will allow us to make improves in the future to develop the system. Once we have received this we will be more than happy to cancel the licenses for you. Regards, WHMCS Support Staff Member ----- Forums: http://forums.whmcs.com/ Documentation: http://docs.whmcs.com/ How would you rate this reply? Poor Excellent 07/08/2012 02:07*** || Client Yes I confirm that I wish to cancel all licenses and payments to WHMCS I was paying by credit card and not paypal so there is nothing more I can do to cancel. 07/08/2012 02:00Daniel || Staff Hi ***, I'm sorry to hear that you wish to cancel. Are you experiencing a particular problem that we may be able to help you with, or is there a feature missing from WHMCS that you require? If there's nothing we can do to make you stay then you just need to confirm for me here that you wish to cancel your license and we will set it to not renew at the end of your current billing cycle. You will also need to login to PayPal's website and cancel your subscription if you have one @ https://www.paypal.com/webapps/helpcenter/article/?currentIssueID=185241&m=SRE Regards, WHMCS Support Staff Member ----- Forums: http://forums.whmcs.com/ Documentation: http://docs.whmcs.com/ How would you rate this reply? Poor Excellent 07/08/2012 02:00**** || Client Hi I'm just wanting to cancel all products I have with WHMCS under the account *** I'd also like to pre-emptively confirm that I am sure I have removed my credit card details on purpose so that I can no longer be charged incase there is a miscommunication about this. Thankyou ----------------------------

Clearly another person who thinks computers and systems can never fail you. I listen to my customers, as does WHMCS by the result that has occured. If I asked a customer to confirm that they really meant it when they said they wanted to cancel and I didn't get a reply, then yes I feel it would be my fault for not following it up. When helping customers with problems, we ask them questions and if they don't reply we follow them up, otherwise its our fault that the issue is not resolved. There does come a point when you've sent 5 emails and made 4 phone calls and still can't get in contact with them, but at that point I send them an email letting them know I've tried and they can reopen the issue if they need to. I have no problems with refunding a customer even if they have done something stupid, as long as I can see they haven't actually taken advantage of me (which in this case WHMCS can see the product was never used and all cancellation processes were followed but for whatever reason the last email didn't reach them). Hopefully the internet isn't the start of business ethics going out the window, we live in a human world, or at least I do... it creates headaches...

Hi Matt Great to hear that as I hadn't seen the email yet about the credit which is probably because the last 48hrs have been the weekend here. But great to see this could be resolved once brought out in the open on the forums. Both of us being stubborn I'm sure we'll never know if my email confirming to cancel the account (which I have provided the digital proof of to you) was actually received by you and missed or maybe picked up as spam and actually never read. I don't want to sound like a lecture and standing on a soap box as we are both a little a fault. I should have made sure you did actually stop charging and you should have questioned why after I told you your product was no good for me and wanted to cancel, that I suddenly didn't want to cancel even though you hadn't helped me, as you had only asked me to confirm that I wanted to cancel. Both of us have alot of work load human/computer error happens, I just wish I didn't need to try so hard to get a simple outcome like this. Obviously its not about the money which I think is less than $60. I know your opinon is that you don't agree so I thankyou for still not taking the hard line as others on this forum have expressed they would for their customers and say that online systems and procedures are always right and ignore the customer as they must have done something wrong and its not worth your time to look into and do the admin to reverse things. Matt

Thanks, I did have a long read of the other thread. It makes me realise why people are so surprised about how helpful we still are if they leave us. I do get tired with the worlds attitude these days with the "what's in it for me" mind set. Doesn't look like WHMCS are going to credit me the time they billed me for, even though I've proven to them that I requested to cancel the account, and they can see that I never even used it, and because I wasn't using paypal I was unable to cancel it manually myself...I think they are using the ignore him and he'll go away tactic...

BTW thought you all might be interested since I got you all going with this as it was my forum post (I was away on holidays for the last week which is why I hadn't replied earlier, not because I was a spammer lol) I had paid via credit card not paypal which is why I couldn't cancel the payment unless I reported it as a fraudulant charge which I've been told I still can because I requested in writing for cancelation and whmcs replied that they had received my request and then I also have in writing me confirming for them that I want to cancel.

BTW I've checked and I was paying by credit card and not paypal which is why I wasn't able to cancel the payments unless I reported WHMCS as fraud which I could still do since I can provide the credit card company with emails of me requesting cancelation, whmcs acknoledging my request and asking for confirmation, and my email confirming.

Hi Liam Sorry I've been on holidays and didn't realise how much people get upset and steal a thread if your away for 10 days lol. I never got told that I needed to do anything with my paypal account until just the other day when I reported the issue to your support. Its a shame because the reason I discovered we were still paying for whmcs is because I was looking again at using you guys as whmcs support had previously told me that you didn't provide hosting and that I'd need to host it on my own server. Since then I have found a hosting service which will host it for me. My ticket ID with WHMCS where I reported the issue is 879411 Would be great if you could refund it and not hide behind paypal as though your hands are tied. As I'm sure you'd be able to see the account was never used. It all comes down to trust for me and even if you just gave a credit which I might never use if I choose to not end up using your services, but at least I know I wouldn't have avoided you due to the bad taste this experience has left me with. I can understand people's view where you shouldn't be refunded if you don't know how to use technology but in this case it was simple. I requested a cancelation, cancellation was confirmed as long as I confirmed again which I did. WHMCS says they never got that confirmation... not my fault as I have shown the sent email history. If WHMCS insists on double checking that you really did mean to cancel, and don't hear a response then shouldn't you double check your own double check? Anyway hopefully it really is cancelled now and I'm going to make sure its cancelled on paypal aswell now since there could be another double check email from WHMCS which never arrived in my inbox...

Ethics in WHMCS? Well I just found out that even though I cancelled my subscription 4mths ago, sent an email requesting to cancel, received a reply from a human (not an automatic reply) asking me to confirm, and then I sent an email confirming... I'm still being charged for WHMCS! I've brought this to WHMCS supports attention and they have told me that they can't refund the last 4mths and will only stop charging at the end of this current month even though I was able to provide them with proof of cancellation request and confirmation. Wow WHMCS obviously have no ethics. I’d love to charge my customers secretly aswell and then when they catch me out and show proof that they never should have paid for my services, I’d just throw it back at them and put my hands over my eyes and ears… but I would never do that. Obviously I'm powerless and the money doesn't matter to me, its the trust and principle, so I just wanted to share my negitive experience with everyone in this and other communities. I'll update this post if this has only happened due to automatic processing and they realise their mistake and do come back and refund me as they should but I'd doubt it due the the frosty reception I've already received.