Billed retroactively for their own error, after it was closed as resolved
I've been an xCloud customer for over two years, on a 7-server LTD, and for most of that time I've been genuinely satisfied. The product is good and I've recommended it. I'm posting because the last six months of support and billing have fallen well below that standard, and I've run out of private channels to say so. The billing issue, in short. In February, xCloud's Hetzner integration failed during a deployment, and their support team redeployed our server on their side. It came up outside our LTD, and I couldn't convert it myself because every attempt returned "No billing record found for this server." Ticket #9077 covers what followed: 56 days of follow-ups, a ticket closed once for inactivity while unresolved, and finally, on April 22, written confirmation that "the server has now been successfully converted with the LTD balance applied." Resolved, I thought. On August 11 I received an email saying missing invoices for that same server had been "corrected." I replied within hours, pointed to the ticket history, and asked for a review before any charges. I was told it would be reviewed. Nine days later, with no response, my card was charged six times in one night: backfill invoices for February, March, May, June, July, and August. Those are the months the server sat outside our LTD because of the failed deployment on xCloud's side, and the months their own ticket closure says were settled. The amount is small, $18. The principle isn't. Being retroactively billed for a provider's own error, after the ticket about that error was closed as resolved, and after being told the charges were under review, is not acceptable from any host. And it isn't isolated. We have a staging ticket open since September 2025, with fixes announced that our verification showed were never deployed. Another of our servers has had its database killed and left offline repeatedly, including one 38-hour outage that no monitoring caught. We moved four sites off that server at xCloud's recommendation. It still goes down and still needs manual reboots, and the current position is that this is our problem, even though the server ran without incident before the new dashboard release. What I'm asking for is simple: refund the six charges, confirm the LTD allocation in writing so this doesn't resurface a third time, and look honestly at how long-running tickets are being handled. I'd much rather be posting about why I've stayed two years.