Arvixe, LLC

Greetings,We offer our apologies for the trouble with the cancellation process as we see the account was improperly flagged as being over days oldWe have followed up with Mr. *** to confirm that a full refund has been initiatedWe hope this fully resolves the concerns raised but if
we can be of any further assistance, please let us know

Complaint: ***
I am rejecting this response because:
I am attaching screen shots for two tickets regarding this issue from ArvixeThe "ticket1.png" file is the first ticket which we have created upon the issue and you can see the date of first message, that is our message regarding the issue is on 2nd June "ticket2.png" is another ticket which they have created upon this and you can see the first message is on 3rd June Please scroll from bottom to top
They (Arvixe), just don't care about what happens to other people's businessesFor terminating our websites for almost a month and not allowing us at least to download our files led us to a big financial loss and very badly affected our company's credibility and reputationThey have sent the notification only after terminating all our websites and I am sure about it (I can give you my username and password even so that you can see by yourself and I have also attached the screen shots)I am still sure that the spam attack was due to Arvixe's very poor security measures and I have not involved in it in any manner. I have had such a worse experience with them and in my last mail I have sent you a link which states it is not only me who is fooled by this company but a lot of people around the worldSo all I want is to stop them from cheating people and help people from not being fooled by signing up for such poor service and losing their money and credibilityPlease do your best and appropriate actionThanks a ton for your support
Regards,
*** ***

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,
*** ***

We contacted *** *** the day we received the Revdex.com case on February 8th and confirmed his desire to cancel and
be refundedHis account was removed on the ninth and after some follow up questions we determined *** *** was eligible for a prorated refund totaling $While we were not obligated to do so we instead provided a full refund of $on February 11th
*** *** is currently waiting for these funds to post to his account however we are in contact and will continue to assist him as needed

We contacted Ms *** on March ninth to initiate a full refund of her fees paidWe requested a paypal address where we could send the funds as too much time has lapsed between her original payment for us to simply refund that directlyWe have not recevied any replies to that request so we have
been unable to send the refund at this timeWe continue to await a reply on the support ticket ***

Hello Andrew, I received your Revdex.com complaint todayI am sorry to see that you had some problems completing your paymentIt does appear there was some error with our billing system as the funds did not appear there as being paid but we were able to locate them in our Paypal
accountThe $has now been refunded and your Paypal dispute has also been updatedplease take a look and let me know if there is anything further I can do for you. *** *** Escalated Support Manager Arvixe.com

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,
*** ***

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 surveysIn 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,
*** ***

Customer contact Arvixe Support April 07, A ticket was created on April 07, @ 1:PM Customer indicated he filed this complaint with the Revdex.com at April 07, @ 2:PM.At April 08, @ 10:AM, technical support staff indicated that email appeared to
be flowing and moving correctly through the server This was verified to the customer again at April 08, @ 3:PM and log entries were provided where email was successfully handled.We heard nothing further from the customer We reached out again on April 15, @ 9:AM to verify they were sending and receiving mail, and as of this writing have heard nothing further.We consider this matter resolved, however if the customer does experience any further issues we encourage him to contact us via our Support Portal

Complaint: ***
I am rejecting this response because: Still the ticket is open and they response initally and no again they didn't fix the problem since month we are loosing business and they are not update my ticket.
Regards,
*** ***

Good Afternoon,We are sorry to hear that Mr*** has had a difficult time in terminating his account and receiving his refundNormally a hosting package is only eligible for a full refund if it is the first package on a billing account and terminated within the first daysAs the VPS Mr
*** was seeking a refund for was not his first package with us it was not eligible for a refund under the money back guaranteeWe have made an exception for Mr*** and issued the requested refund as well as terminated the VPSWe have also followed up with Mr*** via his original cancellation request and if he requires any further assistance with this matter we encourage him to reach out to our management team directly through that ticket as it was moved to a queue worked exclusively by our management team

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is acceptable to me However I still believe that they should be held responsible for server or hard disk crashing, backups should be done properly at their end to meet quality of services they are offering Due to this response we find this company as un reliable partner for hosting
Regards,
*** ***

From our AUP :
***
You are responsible for any misuse of your account, even if the inappropriate activity was committed by a friend, family member, guest or employeeTherefore, you must take steps to ensure that others do not gain unauthorized access to your account** *** knowingly ran out of date software with well known security vulnerabilitiesWhile we have done all that we can to assist Ms Mitchnick we can not be held liable for the consequences of that decisionDespite any end users experience level with web technology, when you manage a hosting account you accept all responsibility for anything that occurs with that account regardless of intent
Our Advice to *** *** was to install a current version of Joomla and continue to keep that site up to date with any relevant software patches or upgradesAfter her rejection we attempted to make contact again through her support ticket on February ninth but no reply was madeWe are continuing to watch that support ticket in case *** *** does decide to make contact in the future

We do apologize for the issue the customer has faced The billing error was corrected on 05/17/at 13:Eastern Time
Dear *** ***,
This is
confirmation that a partial refund has been processed for Invoice #***
The refund has been returned via the payment method you originally paid with
PersonalClass - soundblast.me (05/01/- 10/31/2016) $USD
Domain Registration - soundblast.me - Year/s (05/01/- 04/30/2017) $USD
------------------------------------------------------
Sub Total: $USD
Credit: $USD
Total: $USD
Amount Refunded: $-USD
Transaction #: ***
You may review your invoice history at any time by logging in to your client area
All the best,
Billing Department
Arvixe LLC

Good Morning,We were sorry to hear of the trouble moving to a new provider and would like to clarify the situation a bit furtherIn regards to the troubles faced, Mr*** had two types of services with us - domain registrations as well as hosting servicesThe domain names had been
pointed to his hosting services, however we have found that the webmaster then pointed the domains from the hosting service, to the new providerOnce Mr*** hosting services were closed, the sites went down as they were pointed from the hosting service level, rather than on the domain registration levelWe've since updated the domains at the registration level and see that the sites are loading as intended but if we can be of any further assistance, please let us know

Complaint: ***
I am rejecting this response because:I do not trust Arvixe, LLC and want to complete the unsubscribing from their services through Revdex.com.The reason for it is as following: after a couple of warnings in April and May of 2017, on May 27th I received a final notification about expiration of my website, and need to sign in to the Arvixe web site in order to manually renew the agreementI did not renew the agreement however I was worried about the unclear situation, so I tried to cancel my subscription via the chat on 7/4/and was advised that I had to sign in to my account to unsubscribeIt looked suspicious that after the website expired, I had to manually cancel itTherefore I did avoid signing in to Arvixe’s websiteSince that time Arvixe tried for several times to bill my credit card for the services that I did not renewI was unsuccessfully writing emails to all Arvixe’s contact emails I had to stop the fraud, but it did not helpOnly after I opened a request through Revdex.com, on August 1st, I received an email from Arvixe’s representative with description of two ways of completion the cancellationBoth of them still required signing into Arvixe’s website, which was unacceptable in regards to the all previous communication and experience with Arvixe However there is another way to cancel the accountA month ago, on August 1st, I received an email from another Arvixe’s agent with request to submit the info about the credit card that was used to pay for Arvixe’s hostingI believe Arvixe’s Billing Department had this on handHowever, even though it was extremely hard to retrieve the requested information, I was able to find it: the last four digits of the credit card, which Arvixe are constantly trying to bill are 8865, Transaction ID: ***, Date and Time of Payment: 2015-07-08:26:50. Message to Arvixe: I will not sign in to your website because I do not trust you, I believe the information I provided will be sufficient to cancel the website that does not exist because it expired and was not renewedPlease stop your abusive emails about your failure to bill my credit card. Thank you,
*** ***

Complaint: ***
I am rejecting this response because: I get the follow message when trying to view the ticketSorry, we couldn't find the ticket you requested or you do not have permission to view it
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

To Whom It May ConcernWe respond to the complaint as follows.On On June 25, 2016, Mr*** opened up a ticket (UKU-679-87972) inquiring why Domain Privacy was not enabledWe notified him the same day that it was never purchased since the registration of the domain on February 20,
Mr.*** requested to purchase domain privacyOn June 26, we informed Mr.*** that we made an invoice (#4249696) for two years of Domain Privacy and asked him to pay it.On June 27, 2016, Mr.*** replied back stating he already paid for one year and needed us to readjust the invoice to add one more year (not two)It appears that Mr*** purchased one year in our billing system and we were not aware of that.On July 5, we added the second year of Domain Privacy Protection and as a courtesy for the hassle, we waived the additional $fee.We believe that this issue has been resolved at this time.Regards,Arvixe Customer Relations