Posted by Katie
I am a 73 year old woman, currently being held hostage by HostGator. I purchased a package from them and found out that they did not support the software they helped me install (PhpBB). From the first call for support or information, I was insulted, mocked, and never given the information I was seeking. Wnen I complained the situation became worse. I was provoked deliberately, put on speaker and made the morning entertainment. I did speak to two Managers/Supervisors who reviewed ALL the calls and expressed their concern that I had been handled that way. I was flat out lied to, even by a Supervisor who admitted it and apologized. (Christian). I was on the phone for many hours and made over 40 calls over several day, due to being hung up on, then just left hanging so I would hang up first and not get the survey, or just played games with and not given any answers. I tried to cancel the purchase completely
to free myself from the situation, only to discover that I'd been billed for a RENEWAL to occur on July 8, only 2 months after the original purchase which I had cancelled and been refunded for. I was contacted by a Supervisor name Jordan who promised to call me on Monday the 22nd. I did not hear from him, and called him back the following Wed or Thurs. Despite the support that I had been given for my complaints and issues about the behavior of the customer "service" reps, Kazel and Christian, due to them having listened to ALL of them, Jordan just sided with his reps on the basis that I used foul language while being taunted and toyed with. Jordan then blocked my account from processing through when I call. I just get hung up on. I spoke to Jordan about that and the false invoice, which had clearly been generated by one of the agents involved. Even he had to finally admit that no computer just accidentally generated that invoice. He promised to, and verified by email that he would cancel the invoice and restore my ability to call the company should there be any future issues. Now there are future issues. On the same day Jordan claimed to have cancelled the invoice, I got notice of a new one. And I cannot make calls to anyone at the company. Still, ready to move on, I tried today to redirect my domain which Hostgator controls, and guess what? My request for service was declined. So now I'm evidently black listed by Hostgator from being able to use my domain name and build a business so I can feed myself.
A consultant I had contacted for assistance in building my site told me that he has numerous similar complaints from other clients and does not recommend Hostgator.
I am 73 years old. I was profoundly mocked and abused by your staff, with the support and endorsement of Jordan.
Short of contacting the Attorney General in the states where you have offices,and/or getting an attorney involved, I don't know what to do.