Forcing payment - disabling projects

Support
1

Subject: Formal Complaint – Unfair Billing Practices, Restricted Account Access, and Request for Immediate Resolution

Dear Netlify Support Team,

I am writing to formally express my disappointment regarding the way my Netlify account has been handled.

For several years, I have been a loyal Netlify user and have hosted the majority of my client and personal projects on your platform. However, my recent experience has been extremely frustrating.

My concerns are as follows:

  1. I never intentionally subscribed to AI features.
    Netlify introduced AI-related services and associated billing. I did not explicitly request or intend to use these paid AI features, yet my account began incurring charges.

  2. My account has been restricted for non-payment.
    Instead of simply disabling paid features, Netlify has restricted access to my dashboard and is effectively holding my existing projects hostage unless I add a payment method.

  3. Existing projects are being hidden or made inaccessible.
    I still have several websites and repositories on Netlify that I need to access in order to migrate them elsewhere. Restricting visibility of my own projects because of disputed AI-related charges is unreasonable.

  4. I am unable to downgrade to the Free plan.
    I have repeatedly attempted to downgrade my account to the Free plan, but the platform does not allow me to do so. Instead, I am continuously prompted to update my payment method.

  5. Multiple emails have gone unanswered.
    I have contacted your support team several times regarding this issue but have received no meaningful response. This lack of communication has left me with no option other than sending this formal complaint.

At present, I have already migrated most of my websites to other platforms, including Vercel and another Netlify team. I only need access to my remaining projects so I can complete the migration.

What concerns me most is that this situation feels coercive. Restricting access to existing projects and preventing users from downgrading while insisting on payment creates the impression that customers are being forced into paying charges they dispute.

I respectfully request the following:

  • Restore full access to my existing projects immediately.

  • Allow me to downgrade my account to the Free plan.

  • Remove any charges related to AI features that I did not intentionally subscribe to or use.

  • Clarify exactly why my account cannot be downgraded.

  • Provide a written response within 7 business days explaining how this matter will be resolved.

If this issue cannot be resolved promptly, I will have no choice but to escalate the matter through the appropriate consumer protection authorities and publicly document my experience, as I believe customers should have the ability to access their own projects and downgrade their accounts without being forced into unwanted paid services.

I sincerely hope we can resolve this professionally and without further escalation.

Account Email: bala@tensketch.com
Team: TenSketch

I look forward to your prompt response.

Kind regards,

Balachandiran B
Founder & CEO
TenSketch
bala@tensketch.com