Yep, their parent company, 1and1 did pretty much the same thing to me.
Had a dedicated server with them for a couple of years and eventually the RAID card started failing and the server would have problems booting. After I spent a week or so with the server in a half working state, held together with sticky tape while I argued with them and they completely failed to do anything about it, claiming that somehow I was responsible for their hardware I got bored of their seemingly endless shenanigans, bought my own server and co-located it. Now at least when that breaks I have a direct line to complain about it, even if it it to myself!
For two months after I cancelled the contract they took money from my account and both times when I got the refund they were adamant it wouldn't happen again. In the end I just got the bank to block all transfers to them. Now I only use them for domain registration. Like most companies, they seem to be OK as long as you don't have to deal with their support.

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