Edge Centres / QuadraNet owes us $13,000

I wanted to share an ongoing issue our company is facing with QuadraNet, which is now under new ownership by Edge Centres. We’re dealing with a significant financial mishap where we were wrongly billed around $13,000 for a server we had canceled years ago. This has turned into a rather frustrating ordeal. (Note that in TrustPilot, there is a review from 2023, by someone claiming the exact same problem, being charged for months without notice for a canceled server.)
Our accountant spotted the error during a routine check, noticing we were still being charged for this server long after the cancellation. We reached out to QuadraNet to address this as soon as we noticed.
Response from QuadraNet: Initially, it seemed promising. Michael Lowe, the Chief Revenue Officer, acknowledged the error and mentioned that it was due to an oversight with a PayPal subscription that wasn't canceled when we terminated the server. He proposed a repayment plan to refund what was taken from us. Please note that this was not a simple “oversight”, as mentioned above, other customers faced the same problem in the past. So they knew about this issue but it kept happening, and with us, to the tube of $13,000.
What's Happening Now: Despite Michael Lowe's promises, we've seen no action. The process has been dragged out, and our repeated attempts to escalate the matter have not resulted in any progress. They have not replied to our emails for several weeks, and we have not received any repayment. They shut down our two servers without notice, causing us further financial damage. Since we're based in Europe, taking legal action is more difficult and may cost more than what they owe us.
Since Edge Centres has recently acquired QuadraNet, they are now responsible for handling this. We expected that this change might bring a swift resolution, considering a new management might want to clean up such issues. However, that hasn’t been the case.
It’s quite disheartening. We trusted them to handle this professionally, but the lack of urgency or seeming indifference has been disappointing. It’s not just about the money; it’s about the principle and the need for businesses to operate transparently and responsibly. We strongly recommend anyone reading this to avoid any type of business with either QuadraNet or Edge Centers.
Has anyone else here dealt with similar issues? Any advice on how to get this resolved more effectively would be greatly appreciated. It feels like we’re at a standstill and not sure what else can be done to expedite this. In the meantime, again, we recommend that you avoid doing business with these companies.

 

I'm not trying to carry water for Quadranet but some of the language you're using is playing the victim. They probably won't ever see this post and I'm not trying to defend them but I hope this helps add context.

Nobody can "bill" your PayPal. Fundamentally speaking, money must be sent (push based) from you to them. For monthly recurring payments PayPal recognizes that this would get tedious so they offer a "subscription" feature. A subscription is a macro in *your* PayPal account that automates sending the money from you to them. PayPal accounts passively accept inbound money - meaning you could go set up a subscription right now and send them another $13k over the course of a few years and with all the transactions they're handling they'd probably never notice. The main point is that if you cancel a server but never turn off your PayPal subscription it was you sending money to them; they merely passively received it and were probably unaware that they received it until you notified them. And $13k is a pretty jarring sum for all parties to resolve right away.

Now of all the first world problems to have, two entities exchanging $13k accidentally and not noticing for years means you're both in a pretty good spot. So let's color in the human side of it. As big as you might think they are, they're small in the grand scheme of things and probably use cash based accounting as most small enterprises do. You probably use cash based accounting, too. This means that the $13k, if they send it now, goes entirely on this year/month's books. That can be a big one-month swing and the payment plan would indicate to me an attempt to amortize that over a longer period of time so it doesn't throw off all the books. It actually sounds kind of reasonable and human to me.

I hope you get it worked out - sending someone money accidentally doesn't necessarily make the money theirs (I think they could argue that they're not your personal bank and that an account credit is appropriate) but I think the context that it was pushed from your account to theirs and the whole thing of "THEY do this to others, too" is very misleading. In terms of active language, it is THEM who it is being done to. That doesn't make it OK not to handle it in a client-friendly but they most certainly did not pull the money from your account. I would encourage you to audit your PayPal subscriptions to ensure you're not sending money to other companies on the internet and, if you are, resolve that without dragging them for receiving it passively. I do really hope you are made whole!