alexhost.com

Terminated my hosting and deleted all data without a prior notice

I had a hosting account with alexhost.com I renewed the service, but the renewal invoice was refunded by mistake. I topup my balance and tried to pay the invoice again from the balance. It did not work and I opened a support ticket to pay the invoice from the account balance.Support staff replied that they done it, my account was charged, invoice marked as paid and service was shown with next due data January 2026. After a week I received the email the hosting is terminated.I contacted the support team via the same ticket and they replied with the worst style of Romanian mentality: in Romanian language saying that the hosting was canceled because I didnt pay it.An exchange of the messages did not give any result, they didnt have any courage to admit their mistake (again in the worst style of Romanian mentality). And the final thing they refused to give me a full refund, saying they paid something to paypal. I know how PayPal works, if you issue the full refund then you are not charged any transaction fee. I dont feel they wanted to scam to me, they are just unprofessional and didnt properly renew the hosting when they said they did. End result: lost all data, didnt get a full refund, didnt even hear sorry.--------------UPDATE (after alexhost update):Transcript of support ticket #225113:Client:26/01/2025 11:44Hi!Couldnt pay the invoice directly, so toped up the balance, but still stuggle to pay the invoice from the balance.Please cover the invoice due amoiunt from my credit balance. Thank youAlexhost (Maxim Braga)26/01/2025 11:49Your request was sent to our financial department , they will check and give an answer, thanks for your time , we appreciate it.Alexhost (Maxim Braga)26/01/2025 11:56As we can see you charged back the amount for mentioned invoce , that means you request back the amount.Client:26/01/2025 11:58I understand now, I have 2 accounts, but 1 payment source, which I forgot about.So the chargeback was accidental thenAlexhost (Maxim Braga)26/01/2025 12:02So in this case you need to pay again or to contact paypal support , ask if they can send again the payment.Client:26/01/2025 12:05Please check my billing. I have paid 2 other invoice fro credit balance topup and I have 21EUR balance, I ask you to pay the invoice from my credit balance as I cannot do it.Nothing happens after I try to pay that old invoice.Alexhost (Petru Cociu)26/01/2025 12:11We have made the right changes, please check it now.Client:26/01/2025 12:13All good now, thank you!Alexhost (Maxim Braga)26/01/2025 12:14You're always welcome.Client:04/02/2025 10:34Still a mess with those payments.Last time we have sorted the invoices with you, but I received an email today that my service is terminated.PFA the screenshot.Please fix and restore the serviceAlexhost (Nicolae Bologan)04/02/2025 10:43Servciul dvs este marcat ca terminated ceea ce inseamcna ca toate datele precm si copiile de rezerva sunt automat distruse. Acesta se datoreaza din cazua ca vi sa facut refund pentru factura #202501212555. In cazul in care doriti va putem marca o rambusrase pentru factura 202501213780Client:04/02/2025 10:58please see the thread above, i have already asked your colleagues to pay the incoice from my balance and they dd it. Alexhost (Nicolae Bologan)04/02/2025 11:01We are sorry, but unfortunately the information provided above is no longer current as your service has already been marked as terminated, the only solution is a refund.Client:04/02/2025 11:271. The invoice was refunded #202501212555 due to a mistake.2. I have made 2 balnce topups:#202501213772 for 11EUR#202501213773 for 10EUR----21 EUR total3. I have tried to pay the invoice #202501212555 from my balance, but could not.4. I have opened this ticket asking to do it.5. Your colleagues told me that it is all sorted and my service was showed to expire in 2026.----------Now I see only 11EUR on the balance and no service.Question to you:How is it possible that you charged money, told that all is good, but then deleted my service?Alexhost (Nicolae Bologan)04/02/2025 15:08Your request has been sent to the administrative department to mark your refund in the account balance for invoice 202501213780, please waitClient:04/02/2025 15:25I dont have an invoice 202501213780 in my account.You are mixing something up.PFA the screenshot.Also please answer my question above.Alexhost (Nicolae Bologan)04/02/2025 15:38Please check if money has been added to your account balance.Client:04/02/2025 15:50I do see balance of 21EUR now, but thats not what I am looking for.I need the hosting account I have already paid for restored, automatically or manually, I dont really care.PFA the termination email.It clearly says next due date is 26th Jan 2026 (next year).

Date of experience: Feb 08, 2025