We're sorry to hear about your experience, and we appreciate you sharing your feedback.
We'd like to clarify a few things, both for you and for anyone reading this.
We monitor our infrastructure around the clock and keep detailed uptime logs. We weren't able to find any service interruption on our end lasting "several weeks". Whenever downtime does occur due to our fault, we compensate clients at double the duration (at most times, it is ten times that) - that's a commitment we take seriously and consistently honor.
Regarding the fees - we understand this can be frustrating, and we want to be transparent about what they cover. When payment is missed, your service is suspended, but we continue holding your disk storage, IP addresses, and server capacity so that everything is right where you left it when you're ready to come back.
The data retention fee reflects the real cost of keeping those resources reserved for you, and technically is not a penalty if you are not planning on renewing the service, as the fee won't be charged unless you renew your service. The policy is outlined in our Terms of Service that are available to all clients.
We always work hard for every client to have a positive experience with us. If there's something specific we can look into on your account, please don't hesitate to reach out to our support team - we're always happy to help and work things out.
Thank you for giving us the chance to address this.
