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Terabit.io / Silver Creek / ByteFilter - Double charging and refusing to issue refunds
For some context, we were a former customer at Terabit.io for about a year or so before moving to DataPacket / CDN77 last month.
We were a customer of Terabit.io before Terabit.io became a thing, as we were eventually moved onto the Terabit.io billing system after being billed through Silver Creek Tech.
Terabit.io is the official game server hosting partner for SCP:SL.
I have been in contact with 'cmg' many times regarding two similar but separate financial issues (which have been over Signal):
1. Double charges from SCTINC*, all for the same service.
2. Us being charged monthly during the period that we pre-paid 6 months for.
This was on the 27th of January:
It was blamed on WHMCS, we are not the only customer that has complained about double charges:
Only two refunds have been issued so far, here are the details of what's owed:
- Double charges: 318.67 + 307.81 + 333.36 = £1289.41
- Still being charged monthly for 6 months after pre-paying for that 6-month period starting Feb - 2024: £2011.37
- Refunded so far: £677.2
- Total: £3300.68 £2623.48
This is a significant amount for our business and, like the other Terabit.io customer in the screenshot above, it's causing financial stress for us. The last year has not been kind, and cmg knows this from past conversations.
There have been enough excuses in our conversations that can fill out a relatively small bingo card, here are a few:
1. Driving home in the snow with heavy traffic
2. At the school with his kid
3. Got the cold / flu / sickness
Other times he completely airs the messages.
I have been more than lenient in giving him time to issue the refunds but there's still a significant outstanding balance that needs to be rectified.
As a last resort after him airing my messages once more time, I took it to their Discord in the "enterprise" channel they made for us early last year:
He has very limited connectivity, but mind you, enough to communicate with his "systems engineer" but not directly to us in regards to the refunds.
I have provided all relevant transactions on our side and have waited until Friday (which was yesterday) as they requested, but alas, no response:
I'd like to avoid disputing the payments as much as possible, but this is getting a bit ridiculous now, and due to me being too lenient on the matter it has caused some of those payments to go outside of the 120 day dispute window.
Some extra but unnecessary detail, but I am aware of cmg's history and that's one of the main reasons why we moved to DataPacket.
We have been in this corner of the hosting industry for too long due to getting hit with sophisticated DDoS attacks, and using providers that were plagued with unprofessionalism, regular outages and hardware failures (i.e. Path.net / Tempest.net / Terabit.io) we decided to throw in the towel and go with an actually reputable provider for once, and we have so far not looked back at all.
Comments
Moar popcorn
About to go to sleep and this popup my feed.
Well this is too lenient tbh
You should've chargeback back then while its possibel
Agreed, but I haven't had to deal with issues like this before. In hind sight this should have been resolved one way or another months ago.
March 29 should be celebrated as LET Popcorn Day.
@SilverCreek is a pretty reasonable fella, and no one tagged him yet.
Hey Nex,
Although I'm not a huge fan of this post as we had discussed it previously where I informed you Stripe makes us top-up our balance after we issue a few refunds due to your order size and we offered you a full refund via crypto so you'd get it instantly, you refused that and insisted on the refunds via Stripe, and when you reached out while I was on vacation you were informed (in error) that I'd get back to you yesterday (Friday), but I was away.
Nevertheless, as you agreed privately (while I was writing this post) we always treated you very nice and were extra lenient with you as well.
My offer for a full refund via crypto still stands, otherwise it's progressive over Stripe as it has been. As always, I would've appreciated a quick text, but it is what it is
As an aside, it's worth noting that the double charging was due to a WHMCS bug (it's happened to a few people, we always fixed it up without issue). It's another reason why we dislike WHMCS, but nevertheless, it's what we use currently.
No hard feelings nex, you know we've always been happy to have you and had no issue when you departed to DataPacket
Hope the GS is going well.
"Living on the edge".
Just wanted to throw an update here, speaking with @RSM and we're wiring over his refund for simplicity.
I'll let @RSM be the one who confirms it though
Refund in stripe is so simple... Just 3 clicks: Menu - Transactions - Refund.
As I showed to nex last time, we issued a few refunds and Stripe wouldn't let us perform any more transactions until the balance was pulled by Stripe. I don't profess to be an expert on why Stripe does (arguably silly) things like this, but it's why we offered an alternative (crypto) and are just wiring it to him (at his request).
You can always top-up stripe...
Sure, which is great on business days but not on weekends/bank holidays. Nevertheless, @RSM I believe will confirm soon he's satisfied.
Dear @SilverCreek the issue was not raised this weekend.. look at your excuses:
1. Driving home in the snow with heavy traffic
2. At the school with his kid
3. Got the cold / flu / sickness
Im happy that LET makes providers think twice on this situations.
Thanks for asking about that, happy to address. Unfortunately I did get very badly sick and was out for over a week, then about 1.5w later got another round of the flu -- kids going to school and love to bring things home
.
Yes, nex does text me and I'm honest about where I am / what I'm doing, and I explained I'm not at the computer -- on this occasion, we both forgot and never followed up -- to err is human
-- this is the same with #1. I even spoke with nex about this on Discord and we had a bit of a laugh about how we both start things, get distracted...
I don't think it's unreasonable to be human, but I appreciate your questions
... what? It's your fucking job to refund the customer to their original payment method. Just convert it to FIAT and top it up on Stripe, ez ez.
I think you missed the context we mentioned about Stripe and topping-up, we offered it as an alternative to ensure he gets it immediately.
Nevertheless, this is resolved.
Can confirm this, though how long it's going to take to get the full amount through is another question
We'll see in a week or so.
So you got a partial amount because...?
lmao
@RSM didn't mention it appears, but it's because we sent a small ($570) wire to make sure his details he inputted are correct and won't bounce back to us (as agreed with @RSM) -- assuming all is well once he confirms we send over the rest via wire. If it does bounce back from his bank to us, we'll simply send it over PayPal. Wire was his preferred method when we offered both options.
Ah oke, makes sense, wire is always scary for a European like myself. Just like crypto and inputting the wrong address
"Modern" banking is still a running joke in a lot of regions.
COBOL goes brrrr.
Actually, refunding their card on file through Stripe is extremely easy and would go directly back into their checking for the exact amount. Not sure if you knew that or not, but for future reference.
Is it easy to fund your stripe account with money for refunds?
When I refund through Stripe, if I don't have pending funds on my Stripe account it automatically debits it from my bank account and refunds the users card. I guess this could be different for certain regions, countries, or accounts. That's how PayPal works too. (Unless the transaction is over 6 months old, then you can't issue a refund.)
Edit: I just saw Terabit's post here. I didn't read the full thread but he explains.