There's a (legitimate) company called Cloud-at-Cost that sells virtual machines for an (extremely cheap) one-time payment. However, users are encountering multiple problems:
After a year or so they suddenly tacked on a yearly fee and made users accept new terms with this fee included in order to access their VMs, even though this wasn't in the original contract.
The machines are frequently down and impossible to use.
The company is notoriously hard to reach and frequently closes tickets without even responding, and apparently if you initiate a chargeback for a service that was not rendered, they shut down your account altogether.
The question is, what can you legally do when dealing with such a merchant?
Given that they promised a perpetual service for a fixed cost, but don't deliver and don't respond, and that they also forced you to accept new terms (which you had to do in order to access your data), can they be held responsible legally speaking?
Note that I'm not particularly asking about lawsuits here, I'm just wondering what the legal options options are in such as situation. For example, how would you initiate a chargeback for the one-time payments when the service is indefinite and you've already "partially" been rendered the service (but now you might be reasonably worried that they'll soon stop delivering on the other parts too)? Or maybe for the yearly fee you've "accepted" and paid, considering that you had no other choice and it was against your initial contract? Or if you did sue them, which portions of the fees can you reasonably be expected to claim as the damage, and which parts would already be services rendered? How would an arbitrator decide a case based on a fixed payment and indefinite contract?