Arvixe, LLC

Good Evening,We appreciate the chance to address this complaint and are sorry to hear Ms*** had trouble cancelling her servicesWe see that in we did provide a step by step explanation on how to submit the cancellation request from within the customer's billing account, so we are sorry to
hear there was trouble finding the optionAlthough we understand responses were sent in reply to our invoice emails, unfortunately those invoice notifications are sent from a no-reply email address which does not accept responses, meaning unfortunately we did not receive those messages.At this time we have fully canceled all services and would like to mention that we have not and do not report to creditors regarding the unwanted renewal invoicesMs*** should no longer receive any e-mails regarding the account but if we can be of any further assistance with this matter, please let us know and we'll be more than happy to take another look at the account

Thank you for contacting usFor your records, the details of the ticket are listed belowWhen replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately Ticket ID: *** Subject: Revdex.com
- You have a New Message from Revdex.com Regarding Complaint #*** Department: Support You can check the status of or update this ticket online at: https://support.arvixe.com/index.php?/Tickets/Ticket/View/*** Kind regards, Arvixe Web Hosting

Complaint: ***
I am rejecting this response because:They did try to contact me after I canceledI tried to contact them for more than a week before I canceled with no responseMy client canceled their account with me because of your poor serviceThat client provided me with an average income of $per month.
Regards,
*** ***

To Whom It May Concern,We respond as follows to this complaint.On June 3, we discovered Mr*** ***'s account was infected with MalwareOnce we were alerted we immediately notified him via ticket *** and simultaneously suspended the account in order to protect the
integrity of our networkIn that notification, we also asked him to reply with his public IP address so that we can grant him full access to his account so that he could take the necessary actions to remove the malware from his site. On June 8, Mr*** provided us with his IPHowever, his IP is a non-static IP, meaning it changes at a frequent level, where as most IP's are static (meaning they never change). On June 14, we replied confirming we whitelisted his IP, however he replied the same day stating he still cannot access the account and gave us a different IP.On June 27, 2016, we replied to him letting him know we whitelisted the new IPAs a backup measure, we also offered him a full complete backup copy of his hosting account, in case he still cannot access his panelWe are currently waiting for his reply at this time and have provided him with three seperate solutions to remedy the issue.We are still working with Mr*** diligently to make ensure he can access his accountOnce he takes action to remove the malware from his site we would be more than happy to remove the suspension.Arvixe Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me However, the downtime is grossly underestimated and to this day they have yet to provide a postmortem on the event that lead to over consecutive hours of downtimeI'm still taken aback that I needed to contact the Revdex.com to get a response from Arvixe
Regards,
*** ***

Greetings,We apologize for the trouble here and to provide more information - we recently encountered an issue on the related server which required we migrate all customers to a new and more reliable serverUnfortunately as part of this migration, our customers who were not using the standard
Arvixe nameservers would have needed to update their DNS records to point to the new IP addressWe apologize if this information had not yet been provided to Francis and have made sure to follow up to provide more detailWe have also previously credited the account for three months of service to help compensate for the trouble.We hope this helps to fully resolve the issues but if we can be of any further assistance, please let us know

We are sorry for any misunderstanding that existed regarding our renewal Terms of Service Customer submitted a cancellation request on January 23, @ 10:AM which was completed on January 25, @ 9:PM.Per our terms of service at http://arvixe.com/tos.php refunds are only
authorized for accounts less than days old "Refunds will only be given when the refund request is received within days of the creation of the account being cancelledMoney back guarantee only applies to new accounts and does not apply to account upgrades."As a sign of good faith we have reached out to the customer to obtain her PayPal email address so we can facilitate a refund of the monies paid outside of our policy We will follow up with the customer as needed to get this accomplished

On January 9th *** *** contacted us regarding some difficulties he was having in sending emailUpon investigation we were able to correct that problem on the same dayThere were continued issues however with the speed at which *** *** was able to send and receive emailThrough continued
troubleshooting we determined the large size of his mailbox was contributing to the slow downsAs of January 19th *** *** has confirmed with us that he has seen a performance improvement after archiving some mail and we have made additional suggestions on how he can improve performance furtherWe are continuing to work with *** *** at this time in the event he needs further help

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Greetings,After review of this situation we have found that Mr*** contacted after the renewal in January requesting a refundAt that point we instructed that cancellation would need to be requested, but unfortunately the account was never canceled which is why an invoice has generated
again months laterWe have gone ahead and deleted the current invoice and will be glad to issue a refund on the last payment, but we will need Mr*** to finalize the cancellation request as follows : Request cancellation from within your Customer Area: https://customers.arvixe.com/clientarea.phpClick the Active button next to the service you wish to cancelScroll down and click the Request Cancellation buttonComplete the form, scroll down and click Request Cancellation to complete the submission.If there is any trouble with this process, we ask that Mr*** please reply back to our recent e-mail and we'll be glad to help

This company is a complete SCAMIf you are looking for a good, reliable strong hosting for your business site PLEASE PLEASE PLEASE do not turn to ArvixeThe service is slow and crappy, the customer service is terrible, rude and mean and to get a refund is an entire headache mixed with aggravationI submitted my request to cancel the service I had for one full week on 12/today is 01/and I have not received confirmation of cancellation or my refundI spoke with different agents who told me different thingsof which was rude! one person told me I will be refunded in hours, the next told me days, the next told me weeks!
NEEDLESS TO SAY I HAVE NOT RECEIVED MY REFUND

*** *** was granted a pro-rated refund on 2/15/of $We followed up with him on 2/23/and *** *** confirmed that the matter is now resolvedWe will continue to watch his ticket in the event he needs more help in the future

We received *** *** request to restore data on January 15th and began working with him on a daily basis to restore his contentDue to the complexity of restoring data on a windows based hosting account this was an ongoing processOur last request for assistance from *** *** occurred on
January 24th and was completedWe have had no further requests since that time but continue to monitor this issue and will assist as neededWhile not our policy as outlined in our TOS we have also provided the $credit as requested on January 27th which amounts to months of hosting fees

Good Evening,We were sorry to hear Mr*** did not hear back from our billing department on his questions, however we've attempted to locate any inquries from the e-mail addresses provided but we were unable to locate the ticket in questionAlthough our customers have the ability to submit a
cancellation request at any time, and also have the ability to remove their billing information to prevent automatic renewals, we see that Mr*** made a good faith effort to cancel his account prior to his renewal date and have therefore provided a full refund.We have followed up with Mr*** to confirm the account was canceled and to confirm the refund has been sent, but if we can be of any further assistance, please let us know

Good Evening,We were sorry to hear of the trouble updating the related information and have since had a chance to investigate furtherAfter review we see that although the support ticket was addressed, there were delays as of late as we worked through our increased number of requests from the
holiday seasonWhile we do receive a higher number of requests over the holidays, we continue to train more staff to meet the expectations of our customers and our management.The type of modification which Mr*** was attempting was one that we provide our customers access to make, however we have discovered an error in our system which prevented Mr*** from successfully making this changeWe sincerely apologize for the resulting delay and have escalated this finding to help ensure additional customers are not impacted. At this time the requested change has been processed but we were also sorry to hear Mr*** was only able to receive assistance via live chatWe do answer all calls in the order they are received and attempted to locate any unanswered calls from the number provided, but were unable to find any callsWe'll be following up with Mr*** to ensure we have the correct number in order to review further.As the requested change has now been processed, we are hopeful this has fully resolved the issue, and appreciate Mr*** bringing the related error to our attentionIf we can be of any further assistance, please do not hesitate to let us know

Mr*** operates a number of sites which cater to
Iranian clients OFAC ( Office of Foreign Assets Control ) Has placed sanctions on Iran making it unlawful for US based companies to do business with anyone catering to IranMore details can be seen on the following link
https://www.treasury.gov/about/organizational-structure/offices/Pages/Office-of-...⇄ /> As these restrictions grow tighter more US based data centers are entirely disallowing inbound traffic from any sanctioned nation including IranThis has resulted in Mr***’s clients being unable to access his websites he has hosted with usUnfortunately we do not have the ability to remove this filtering, it was not put in place by Arvixe directly but rather is part of a growing trend in US based data centers where we host our servers
We have offered Mr*** prorated refunds on all of his accounts he has with us and assistance in relocating them to another providerWe have not gotten the confirmation from the client to perform these actions yet and are currently awaiting his feedback on how to move forwardWe last replied to Mr*** on February 15th and are wathcing his ticket for further instruction

Complaint: ***
I am rejecting this response because:I asked that Arvixe stop communicating with my companyThey continue to send emails asking me to fill out surveys.In point of fact, the previous bills sent were not renewal noticesThey were invoicesPlease correct the record to show that my complaint involved receiving invoices for a service that did not exist
Regards,
*** ***

We understand the complainant's frustration Unfortunately, since she is not an account holder with Arvixe we are unable to address these concerns with her We are more than happy to address them with the account holder directly We must verify ownership of the account through our
verification methods before action can be taken The account owner should continue with any conversation they may have with our Billing Team, or reach out to them directly through ***

We found Mr***’s account fraud locked in our system due to a geographical mismatch between his IP address and
physical addressAfter searching our paypal records we located and applied his payment while manually verifying his account on February 11thAll access details were then sent outWe have had no additional support requests from Mr*** but can see that he cancelled his account from our billing system on February 12th and received a full refund We attempted to follow up with Mr*** on February 18th to see if more help was needed but have not received a responseWe believe that all of Mr***’s needs have now been addressed but continue to watch his support ticket in the event he needs additional help

We are working with the customer via internal ticket ID: *** and will continue to do so until this resolution has been met We look forward to a resolution quickly and will continue to work with the customer as needed