How I got a refund as a civilian (and how you can, too)

By | November 26th, 2016

How does a consumer advocate resolve his own dispute with a company? So glad you asked.

If you’re a real advocate, you don’t flash your card. Oh no, that would be too easy.

To measure your Advocate-Fu, you have to dress like a civilian and then use the strategies you’ve mastered to make things right.

So when I had a refund request with an internet service provider over two new accounts, I knew I couldn’t send a DYKWIA email. DYKWIA — that’s shorthand for Do You Know Who I Am? There’s a certain elite group of frequent air travelers who do it all the time.

But not me.

Here’s my story:

A few months ago, in an effort to reduce my web hosting bills, I opened two accounts with an internet service provider called SiteGround. I did my due diligence, carefully noting our many problems with brute-force login problems and denial-of-service attacks, which affect sites like mine.

After weeks of deliberation and consultation with my developer, I opened a shared account for some of my smaller sites and a dedicated server for this one. All told, I spent about $1,500 for three months of service.

Long story short: We were hit by a denial-of-service attack, and the server went down. My developer and I worked hard with SiteGround to fix it, but the moment we thought we had everything back online, something else would go wrong. After several weeks, my developer recommended switching back to our previous server.

SiteGround’s refund policies are not the clearest. It prominently advertises a no-questions-asked, 30-day money back guarantee, but the fine print notes that it’s only for shared accounts, not dedicated servers. Customers who aren’t careful might be led to assume that their dedicated server is refundable.

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I should have known, right?

Not that it mattered. Our shared account was past the 30 days. Like it or not, we owned these unusable accounts.

Our requests for a refund were met with “nos” and finally, with silence. It looked as if the money was gone.

I sent the following letter to SiteGround’s CEO, whose email was easily found online. (I’ve removed some personal information, such as account numbers):

Re: Request from a SiteGround customer

Mr. Tenko,

I’m writing to ask for a prorated refund for two SiteGround accounts. My request falls outside your normal refund period, but I hope your careful review of my case will lead you to conclude that these are special circumstances.


On Aug. 19, after several detailed conversations with your sales staff in which I outlined our web hosting needs, I purchased a one-year “GoGeek” account. During our discussions, I disclosed some of the challenges I faced with my site. Briefly, we are subjected to sporadic but intense denial-of-service and brute-force attacks.

For approximately five weeks, your shared account ran smoothly. My developer recommended we also purchase a six-month dedicated server for the large site, which we did on Sept. 22.

During the migration, we experienced numerous issues that, despite the best efforts of your IT staff and us, could not be resolved. These included a series of days in which we exceeded our CPU limit because of a brute-force attack and were shut down. The large server also experienced numerous unforeseen outages.

After submitting a flurry of tickets over an almost two-week period, my developer strongly recommended moving back to our older, more expensive cloud-based server.

We feel as if we have tried everything to resolve these challenges within the structure of your hosting service, and with your help. I don’t believe anyone is to blame for this failure. As someone who runs a web hosting company, you know better than anyone that sometimes things just happen online.

I respectfully request that you consider refunding us for the shared account and the server. My IT budget is limited, and I am now faced with having to pay for two hosting services for the next year, something I can’t afford.

I appreciate your consideration and look forward to your response.

A day later, I received a call from the company. SiteGround apologized for the problems and agreed to a prorated refund.

Granted, they could have easily looked me up to find out who I was. But I never said, “If you don’t issue a refund, I will write a story about how horrible you are and tell all my readers to avoid you.”

In fact, I would recommend SiteGround. Enthusiastically.

My IT needs are extraordinary. I should have known better and stayed on our Amazon cloud server, which can handle the ebb and flow of malicious traffic. But if you have a small personal blog and don’t court controversy, then you can’t go wrong with the service provided by a company like SiteGround.

So you can use the same strategy for getting a refund as a consumer advocate does: Be forthright, pleasant and complete in your request, and good things may happen.



  • Harvey-6-3.5

    This is precisely how customer service should work. Sometimes things don’t work out and no one is at fault, but if there is no refund, the business is enriched at the expense of the consumer (think airline that sells seat to customer on overfull flight who cancels due to force majeure three weeks out).

  • Tricia K

    I signed on for a six month membership at Ancestry.com, believing at the time that it was a once and done membership that they would likely get me to try to renew at the end of the six months. I hate monthly accounts because I always forget to cancel them in time and get stuck for another month. I was quite surprised when I got a text alert from my credit card company telling me I had been billed for another six month membership at ancestry.com, especially since the credit card on file had expired. With magazines and other accounts (even those with auto renewal) always contact me when my card has expired. I didn’t even bother to update it with ancestry because I thought it was a one time membership for the six months. To their credit, when I called and asked them how this happened, they did offer an immediate refund. I asked how an expired card could be charged and was told the credit card companies “usually let it go through.” I haven’t had time to contact my credit card company on that subject yet, but I will as soon as I return home from our Thanksgiving travel. I have now gotten two emails from ancestry–one apologizing for the “misunderstanding,” which still kind of blames me, and another offering me a discount if I come back. I’ll have to give that a bit more thought.

  • sheldan

    You should know that DYKWIA never works. ;-)

  • PsyGuy

    First, card? Don’t you have a badge by now Chris?I’d think you’d have a big Judge Dredd Badge on a chain by now (let them scan that next time you go to the airport).

    Second, they looked you up, and knew the story could have a positive ending or a negative ending, and the positive PR you built was worth far more to them than the pro-rated amount of $1,500. You can’t really be the emperor walking amongst the people Chris, because you’re Chris.

  • PsyGuy

    So when things “don’t work out” the enterprise should absorb the costs?

  • PsyGuy

    Well it isn’t kinda your fault, it’s your fault, that’s why they blamed you, you had an obligation to cancel and you didn’t.

    Expiration dates are entirely arbitrary, and while a merchant would be loath to accept a card past the expiry, there is no requirement by the bank to do otherwise. They can approve any valid request they want to.

  • JewelEyed

    What cost did they absorb in this case exactly though?

  • PsyGuy

    Overhead, salaries, etc..

  • Harvey-6-3.5

    Yes, they should absorb it. This is one of the overhead costs of doing business.

  • PsyGuy

    The cost of doing business works both ways, both the merchant AND the consumer. If you can’t handle that, don’t enter into a business relationship with the merchant, do it yourself or go somewhere else.

  • DChamp56

    You do the right thing, and good things happen. Not too hard to understand.

  • Harvey-6-3.5

    Sure, and I disagree with you because in this case,I think the business should absorb the cost.

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