Most businesses: We charged this customer for 30 days of a service that they didn't want. They're asking for a refund since it hasn't even been 1 full day since we charged them.
No worries, we'll refund them and cancel their service.

Citadel Servers: We'll keep their money AND cancel their service, so we're charging them for 30 days worth of a service they'll never receive!

I've submitted a fraud report to my bank against these despicable people. Malicious greed is only the tip of the iceberg, though. My server was broken nearly 50% of the time I was paying them, including for the final ~7 days straight of my initial subscription. To say that they're grossly incompetent and willfully negligent is only scratching the surface. Here are some words I had to have with them in the end:

"Have fun showing them records of a payment I did not authorize. (After a staff member by the name of Nico C. Told me how happy he would be to try arguing with my bank about how he's entitled to my money for 30 days of a service that isn't being rendered, on a charge I didn't authorize.)

Staff members are expected to remember the incidents they have resolved and not accuse the person they're speaking with of making the ticket up.
Staff members are expected to check such tickets themselves if they have doubts and wish to accuse their customers of making up previous tickets.
Staff members are expected to be helpful.
Staff members are expected not to create more issues for their customers to resolve on their own by mismanaging their customers' servers, then claim that they "fixed" an issue when, in reality, they made it worse.
Staff members are expected to not respond to tickets that they're clearly unqualified to respond to.
Staff members are expected to provide server services that function as intended for the full duration of the payment given.
Staff members are expected not to deflect from the main topic of a ticket in saying "You should cancel your services." while failing to address the title of the ticket or the description of the ticket, the purpose of which is to receive a refund, in the very first response to a ticket.
Staff members are expected to respond in a timely manner.
Staff members are expected to attempt to resolve issues, not simply say "So-and-so is out of the office." to extend the length of a ticket by another day.
Staff members are expected not to close tickets without resolving them.
Staff members are expected not to lie and say "Our staff is very much willing to consider our client's side. I just checked and Shea has already updated your settings. Your server is good to go." (your exact words) proving that you did not even bother to read the response I wrote; I had to BEG you to "please read this carefully."
Staff members are expected not to create breakdowns in communication through gross incompetence/willful negligence.
Staff members are expected not to claim that ""Our staff is very much willing to consider our client's side." one month, then spit in their face the next month.
Staff members are expected not to tell their customers what they do and do not know.

If you want to talk about someone who's expected to fulfill certain duties, you need to take a good, hard look at yourself and your coworkers, first."