Response by Joe Zanchi, who is a staff member of EDTHosting:

Hello, After attempting for several days to resolve this issue to the client's satisfaction, we did issue a full refund. After researching the problem on behalf of this client, it was determined that the problem with their email was due to a DNS issue, because their domain name had expired. We attempted to explain this to the client - that they needed to renew the domain name with the 3rd party registrar that they had used to register their account, and the problem was outside of our control. It is our policy to do everything within our power to help our clients have the best possible web hosting experience, and we are sorry that we were unable to help this client get back up and running, but unfortunately, we had no control over this situation as the domain name was locked by the 3rd party registrar that the client had used to register the domain name. Ultimately, We ended up issuing a full refund for their year of hosting service, (including the months for which they had already received services) which we believe went above and beyond what most web hosts would have done in this situation. Posted on February 6th, 2012 at 13:53 EST