Complaint Review: Green Geeks - Internet

I was misinformed on an upgrade & was charged for 2 different accounts, 1 of which was not being used.

I spoke with a rep. to upgrade my account on 12/22/2016. I was told which package would achieve what I wanted & signed up for the upgrade. I was never told that it was going to be a new additional account. Due to different payment & email contact info, my accounts were never combined.

I thought I just had an upgraded one but I actually had 2 different accounts. The new account sat unused for months while I paid for it. Everything seemed to work normal so I thought everything was fine & didn't realize the 2 charges due to the time difference & set up on auto pay.

When I called to ask why I was being charged twice, I was informed that I had to different accounts. I was then told to request a migration ticket. I submitted a ticket but apparently it was only to combined the accounts. I then got billed twice again,1 of which was for an account that was not used.

On 4/13/17, I asked about the billing again & was told that I still had 2 accounts since I didn't cancel the one. I asked if the accounts were merged & was told that they weren't. I questioned why & was told it was because my request was to combined the accounts but not to migrate the information although the request I put in being instructed to by one of there reps. was only a combine account request & not a migration. I expressed my frustration with the lack of information I was given & the fact that they were telling me to submit multiple tickets essentially doing the same thing. I also expressed that when I originally upgraded my account, I wasn't informed that it was a new account & I was going to have to migrate,combine & cancel the other account.

I was also told to submit a cancel request today but when I called about it, I was informed that the migration hasn't happened & I need to submit another ticket to migrate the info before I cancel which, if I didn't ask, would've potentially lost all information, being misinformed yet again.

Greg was one rep. that is working on my case & expressed that I did what I was supposed to do but claims I had no intention of canceling my other account. This is because I thought it was the same account but upgraded. I didn't request a cancellation since I didn't want to lose my information still under the impression there wasn't 2 different accounts.

They have offered a service credit for the current billing period but I still paid for 4 months of an unused account. Each time I was told to submit tickets, I wasn't told which account since I had 2 different emails being used in my own attempt to centralize my work.

Their phone support isn't helpful with any of this as they too tell me to submit tickets but not clearly defining what options or request to make to ensure the proper issue gets resolved. They seem very resistant to provide a refund or clearly explain the proper procedure especially with having 2 accounts.

I finally found out I only have 1 account now but still 2 services being paid for & will cancel the old one once the migration happens. It has been very difficult to know which account to use & what request to make with these since each time I get told to submit a ticket but not knowing which account or which options to choose.

I'm about to finally complete the process that I thought was all done back in December. But now I discovered that all the updates my client & I did, are gone. We were about to send out a newsletter to promote upcoming holidays but luckily realized that all the changes that were made are now gone & support doesn't know why.

Please stay away from GreenGeeks. I doubt I will ever see my money again & maybe even the information.