Supposed FREE development but they charge you when you want to leave even after 5 years

The worst company I have had to deal with ever. Staff don't know what they are talking about, have no perception of the law. This company promised free web development but when you want to leave (even though we've been with them for more than five years) they want to charge you a huge amount for the development. Then they try to offer you discounts to try to keep you as a customer, saying that they can do this and that for you but do nothing. Rude staff that are totally ******** and ***********. The only reason we have to stay with them is because we are dependent on our email addresses which they host and fear service disruption. The worst part is they do not offer the service we want although the service is offered free with other providers. I will not advise anybody to enter into a web hosting deal with them. Useless!!! Anybody know the law when it comes to web hosting? Can they do this?