Complaint Review: Santrex Internet Services

Originally things started off smoothly. I paid for a VPS and the login details were emailed to me shortly after. Once I got connected and checked my account I was supposedly getting what I paid for. Upon using the VPS I found the network speed extremely sub-par. I was getting between 1-2 mbps where it is advertised as 100 mbps. I created a support ticket due to this issue and received a response. In the response the representative told me that there was nothing wrong with the connection
and that I now have a new IP. This was inconvenient as I never gave permission to make any changes and if a change was needed then how was the net fine? Then, when I did some looking into my account I found thatI was only being issued 1 IP. I was paying for 4. That representative only set me up with 1 IP when it was changed. Angered by the incompetence and unprofessional-ism I opened up a dispute with Paypal and opened another support ticket with santrex. Upon opening the
dispute I was given an ultimatum: I was told to close the dispute or they would suspend my service and they wouldn't help me.

The same day, they suspended the service. I argued with the representatives there a bit longer and then found my billing account was deleted. I was unable to even log into their site's control panel. This provider is employs extremely rude CSRs and their business practiceses are sub-par, illegal, and a total waste of time. Lastly, when requesting a refund, I was told they have a no - refund policy. Even though I only paid for their service a couple days before. BEWARE!!!

An email conversation that I had with one of their Billing Managers:

From me:  Saturday, May 26, 2012 6:59 PM
    You've got to be kidding me. You cannot keep my money and not render a service or not provide something of value in return. This is not how it works. If you are going to cancel the service refund the money as well!

From them: Saturday, May 26, 2012 5:59 PM

Hello,

Since it is your wish that you don't want to use our services anymore; we have terminated your vps and closed your account again.

Also remember that you accepted our TOS while purchasing your service.

We regret that we will be unable to respond to any further inquiries into this incident.

We hope this decision does not permanently alter your relationship with us as we do value you as member of our community; we simply were unable to verify this particular loss.

Sales/Billing departments working hours: Mon-Fri, 7 AM to 3 PM, U.K. local time (GMT)

Prompt reply is not guaranteed after working hours and during weekends.

From me:  Saturday, May 26, 2012 7:16 PM

I've reported your company to the bad business bureau, ripoffreport, hosting reviews, etc.

From them: Saturday, May 26, 2012 11:15 PM

 Hi,

Since you're not allowing us to help you, we have no other choice but to remind you of the terms of use you have accepted, there is no playing around it's the TOS we put in place for a reason and this is what you have accepted.

Due to your negative reviews we will have use your personal details to be shared with our debt collection agency for recovering the funds plus the fees they will be charging us which would be anything between 50 and 250 USD not to mention that if this amount is not paid back it will just harm your credit history which will then affect your credit scoring in your country as well as the overall international credit scoring.

We've offered you the help and you have declined it.

We trust that there is no further action to be taken from our side so we will proceed closing the case.

Sales/Billing departments working hours: Mon-Fri, 7 AM to 3 PM, U.K. local time (GMT)

Prompt reply is not guaranteed after working hours and during weekends.
    
Conclusion:

Do you really want to do business with them if this is how they treat a customer?