Unprofessional and impossible to trust
I requested cancellation before renewal, yet I was later charged anyway. I then discovered that my cancellation request had not actually been processed. Even after I asked for a refund and immediate cancellation, support kept delaying, avoiding the refund issue, and leaving the service active instead of simply carrying out my request. For me, this shows a serious lack of professionalism and destroys trust. This is especially worrying for a VPS company whose customers may leave trading platforms and accounts running on its servers. If I cannot trust them to handle a simple cancellation properly or to respect my bank card and avoid unwanted charges, I certainly would not feel comfortable trusting them with infrastructure connected to my trading account and money. Based on my experience, I would not recommend FXSVPS. ------------------------------------------- Update following FXSVPS's response: FXSVPS's reply actually confirms the central point of my review: **they acknowledge that my cancellation request was submitted before the renewal date.** Their justification is that I was supposedly required to reply again to their Billing Team before the cancellation could be finalized. However, this additional confirmation requirement does "not appear in their published Terms of Service". Their Terms state that customers may cancel at any time from the client area and that "cancelling stops future charges". They do not state that a cancellation request remains ineffective unless the customer subsequently replies to a support message. In my view, requiring an additional step that is not stated in the cancellation terms, then using the absence of that additional step to justify another renewal charge, is precisely the kind of practice that makes a company difficult to trust. Their second clarification is equally unconvincing. FXSVPS says that “billing administration is entirely separate from the technical operation and security of a customer's VPS.” But customers do not have separate relationships with FXSVPS's Billing Team and Technical Team. They have a relationship with "FXSVPS as one company". Saying that billing is separate from technical operations does not address the trust issue; billing practices are part of the company's conduct just as much as its technical services are. My concern was never that a billing employee could directly access my brokerage funds. My concern is much simpler: if I cannot trust a company to follow its own cancellation terms and handle my payment authorization responsibly, I would not trust that same company with infrastructure connected to my trading activity. For those reasons, their response does not change my assessment.