Do you recognise this? When you start using a service from a certain company they treat you like royalty. But when, after you’ve been a good client for months and then you encounter a problem you can go .$#$%(($ yourself. We have this account with Strato AG, we have a virtual server there which we use for a few sites.
Last week I received an invoice for excess data traffic. We allegedly used up 900GB of traffic in January. I checked some stuff and found that in december ’08 we used 30gb traffic and in februari not even 5gb. So you can imagine my suprise about this gigantic increase in traffic. Off course it could be true, but I at least find it curious and want to know where this traffic came from.
So I called the helpdesk and they reacted like: you used this traffic and have to pay for it… When I asked them to specify this traffic they said it was my responsibility and they won’t do this. It’s like your electric company billing you 10.000 euros for one month and when you protest they respond with: “Prove us you didn’t use this much…”.
They can’t even tell me where to look for the info. I haven’t decided what to do next, but this really goes against my idea of customer-friendly. If someone has any tip… please let me know.