Hostgator India — hosting, files and databases deleted without prior information.

1 Review
Indore, Madhya Pradesh, India
 RahulChouhan407 on Feb 25, 2020
To escalation authority,

Ticket id: cba[protected]
Primary domain:

I had this hostgator india - baby plan for the past 5 years. I usually renewed it annually. But this time when it was due for renewal i was on a trip where i had no internet connection. However, when after around 15 days of hosting expiration i decided to renew it as the websites it hosted were all suspended. When i logged in to my hostgator account to renew the hosting, i found out that that the hosting was deleted and there was no option for renewal left.

I immediately called the hostgator customer care[protected]. The representative first told that your hosting is deleted and recovering your files and databases is not possible now. After i insisted he told me to add inr 1180 (Inr 1000 + tax) and than they will provide us a link to the backup. He also generated a ticket (Ticket no. Cba[protected]. However, i again went out of town for 6 days. I returned and added the amount on hostgator account and called up the customer care to proceed with sending me the backup link (S). However, i was surprised and shocked that the files and databases both were deleted and nothing could be done now.

I have 2 concerns and i think hostgator india were unethical in many ways:
1. When the hosting was due, i received an email with a reminder and mentioned the date of deletion to be march 09, 2020 (45 days after it was due for renewal). How can you delete it before that and that too within 15 days.
2. The ticket was generated on 14th of february and i added the amount on 19th. When the ticket was open and not yet closed, how can you delete the files and databases? Should you not wait for my reply. Who deleted the files when the ticket is open and only 5 days were passed.
Isn't this an unethical practice?

I have been left in a very strange situation as the hosting hosted 3 websites (One of me and 2 of my clients). I am escalating it in a very faraway hope for finding a solution. I will also post this on social media platforms like fb and twitter so that people may come to know of your unethical practices. I am in a huge loss now monetarily as well as in time. I am being looked down upon by my clients. Even if the files and databases were not deleted finally i would have survived anyways. When someone was ready to pay and the ticket was still open, the files should not have been deleted.

I would be requiring hosting for the rest of my life but i would never go with hostgator again.

I also have a chat transcript of the chat held with customer care representative (Rayan p) on 14/02/20. Also, i also have the calls details of my calls held on 13/02/2020 and 19/02/2020.
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    Hostgator India - hosting, files and databases deleted without prior information.

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