Very bad experience
I’ve had a very frustrating experience with TransIP. My account was blocked due to outstanding invoices, which made it impossible for me to cancel my services myself. Because of this, new invoices kept being generated even though I was unable to access my account or stop the services.
I paid the invoices multiple times just to regain control, but the account remained blocked and more charges continued to appear. Support told me that cancellations could only be processed after payments, but the system never actually allowed me to cancel anything afterwards. I even had to pay some invoices twice. After payment, my account was still blocked. I basically couldn’t use any of the services for months, even though I was paying for them.
On top of that, they involved debt collection agencies while I was unable to access my account or cancel the services, which made the situation even worse.
The situation keeps repeating: more invoices, no access, no clear resolution.
This has been one of the most disappointing experiences I’ve had with a company. I hope TransIP reconsiders its policies, because customers should never be trapped in a loop of charges, account blocks, and debt collectors without a way to cancel.
Reply from TransIP
Hello,
I can imagine this was a very unpleasant and frustrating experience.
To be honest, the situation surprises me, because this is absolutely not how we operate. The process around unpaid invoices is fully automated.
If an invoice is not paid, you first receive multiple reminders over the course of several months. If payment is still not made, we eventually block the unpaid services. If payment continues to be outstanding, we then block all services and the account. That is what happened in your case.
However, we do not fully block your account. Certain parts are restricted, but you always retain access to your services (to cancel them) and to your invoices (to pay them). So the statement that you were unable to cancel due to unpaid invoices is not correct. It is possible that something else went wrong on a technical level. I also find it strange that my colleagues would have indicated that payment was required before cancellation.
You also mention that you paid certain invoices multiple times, but that they remained marked as unpaid. That is unusual. Did you make the payments directly via the control panel? I am happy to investigate what went wrong here. If the payments were made manually (via bank transfer), processing can take longer.
The final step in the process is involving a collection agency, but only after months of non-payment, multiple reminders, and service blocks. This step is also automated. In your case, however, something clearly went wrong, since you indicate that the invoices were in fact paid.
Could you please send me a message via your control panel (this section remains accessible even if an account is blocked), addressed to Beau? I will then look into what happened with the payments and why the cancellation did not work as expected.