Arvixe, LLC

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 topThey (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,
*** ***

Good Afternoon,First and foremost we would like to extent our apologies for issues and frustrations experienced with our supportWe would also like to thank Mr*** for bringing these concerns to our attention.Our management team has had the opportunity to reach out to Mr*** to address
their request for cancellation and full refundPlease allow up to business days for the refund to be fully processed.While we do not offer live phone support we do provide hour support via our live chat systemIf an issue can not be resolved during the live interaction or further investigation is required by our higher level administrators the issue will be escalated to a ticketUnfortunately when we experience high volume of tickets this can cause delays with responses and resolutions.If there is anything else Mr*** requires assistance with we invite them to reply back to the ticket that our management team has established with them

To Whom It May Concern,We respond as follows to this complaint.On June 6, Mr*** *** contacted our support team as he could not login to his server using his root passwordThe ticket was escalated to the wrong department causing a significant delay. On June 20, our
support team reached out to Mr*** regarding the situation.On June 27th, it was discovered that his server disk space was completely full: GB of GB (100%)We contacted Mr*** regarding this issue and confirmed he is able to access the account at this time.We believe that the issue is resolved at this time.Regards,Arvixe Customer Relations

Good Afternoon,We are sorry to hear that Mr*** has been unable to access his account and that he has not received our follow-ups to the tickets that were opened for him during his live support chats, ticket ** ***This response was sent on June 7th and the ticket was originally
generated on June 1st.We regret to inform Mr*** that the server ***.*** has been rootedThis means that a malicious user has managed to gain root (administrator) access to the serverThis type of attack frequently results in irreparable modifications to critical system filesOnce a server is compromised in this manner, the server's applications can no longer be trusted to be secure.Due to the severity of this issue, we have taken the server offline temporarilyIts data is still available, and it can be brought back online when you're readyWe recommend at this point purchasing a new VPS and then moving your data overThis guarantees your data is on a new, clean environmentWhen you're done and comfortable that everything is functional, you can cancel the old server and we'll arrange for the unused time to be credited to your account.Due to the nature of the compromise we can only bring the server back online for a limited period of time, normally days is provided to move content once reactivatedWith regard to Mr***’s email being removed from the list of approved contacts, late last year we did perform a migration to a new billing system which did cause some issues to arise with secondary contacts as all of the additional contacts could not be imported correctly in many instancesThough there are no log entries for the account detailing that an email was removed after the migration.The only chat that we were able to find that we see this issue referenced in was started on 06/10/but did not reach an agent before disconnecting around minutes after being initiatedIn all of the other chats that were found related to the Mr***’s account he was able to provide the support code for verification and no mention was made of being unable to access his billing account, only the VPS itselfThe primary email that was on the old billing system is still present and I do show that someone attempted to use that email address to try and access the billing account on 06/01/though the attempt was unsuccessfulWe will not be able to provide the password in the complaint but we have reset the password and sent it to the primary email on the account* ***If Mr*** no longer has access to this email address then he would need to come into live support and provide the support code that he provided previouslyThis will verify him as the owner of the account and our staff can then update the primary email address to any that he would like to request.In response to the refund request, we can certainly look into having that issued though doing so would result in the termination of the account and the loss of any content still on the VPSWe also would prefer that a proper cancellation request be submitted as we have provided details earlier in this response how Mr*** can regain access to his billing account to submit a cancellation request if he should so chooseWe do apologize for any inconvenience that this situation has caused for Mr*** and we look forward to working towards an amicable resolution with him

** *** has VPS servers with us and has had issues with the data on one of themWe do provide a free backup service however per our terms of service these backups are not guaranteed and clients are strongly encouraged to keep local backups as well for any sensitive dataFrom our terms of service
:Backups and Backup Access: Customer acknowledges that individual site backups are the responsibility of the customerArvixe keeps overall system snapshots in case of full system recovery and may not be able to provide you with on-demand recovery in case of individual file corruption or accidental deletion.We suspect *** *** affected VPS suffered from disk corruption which caused our most recent backups to also be corrupt and unusableWe were able to restore an older backup and return the VPS to operating status *** *** has now requested to cancel the VPS in question, have the time remaining on it prorated onto his account and have his 50% discount applied on it from our Black Friday sale applied to another VPS where he intends to migrate the dataOur terms of service prohibit the transfer of discounts from one plan to another but due to the scope of the problem encountered we felt the request was warranted and have offered to grant that for ** *** on 1/21/This issue is ongoing as *** *** has not migrated his data yet however we will continue to work with him assisting in anyway that we can and apply all the requested credits and discounts after the migration has completed

Greetings,We were sorry to hear of Mr***'s health issues as it was not our intention to cause any physical detrimentHaving said that, during routine monitoring we did find that his web hosting account was storing a very large amount of personal data which is against our terms of
serviceWe provide unlimited data for our web hosting customers, but in exchange, our customers agree to only store data which is actually used in association with the website. At this time we see Mr*** has removed the data in question and have confirmed that full access has been restored to the account, but if we can be of any further assistance, please let us know

Complaint: ***
I am rejecting this response because: I have wasted almost a month of my life
attempting to resolve this through ARVIXE directlyI regret that I had to go through the Revdex.com to get any kind of a response from ARVIXE - but now that I have - I respectfully request that all correspondences that ARVIXE has with me is through the Revdex.com and public. If ARVIXE would like to make a response - ARVIXE should contact me through the Revdex.com with a response that will be made public
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 meI've also received contact from the business stating that their was a billing mistake and that I owe nothing Thanks,
*** ***

Greetings,We were certainly sorry to hear about the past troubles and after investigation, have found issues relating to the stability of this serverAlthough we are working to improve the performance, it is not an issue to provide a refund instead of an account credit as requestedWe've followed
up to confirm the refund and if we can be of any further assistance, please let us know and we'll be glad to help

We are very sorry for the difficulty the customer has faced with his account We have reached out to the customer via internal ticket ID: *** and will work with the customer to reach his desired resolution

Greetings,We were sorry to hear that Mr*** did not wish to renew his domain, however we must be very firm in our rejection of his attempts to characterize our billing system as intentionally misleadingWe must also be clear that Mr*** and all customers have the ability to cancel the
renewal of their domains at any time prior to the renewal periodAdditionally, please note that once domain names have been renewed, they cannot be canceled or "un-registered" so to speak, meaning that all renewals are final and non-refundableWe appreciate Mr***'s feedback that he would like the phrasing of our billing system to be re-worded, however we do not full the term "Use Default" is misleading as this simply means the system will use the payment method the customer has chosen as their default payment methodWe do not agree that the term "Use Default" implies that no payment will be taken.We would like to thank Mr*** for his feedback and can confirm that the domain will remain registered for year at which point it will automatically cancel unless we are contacted prior to the next expiration date

Good Afternoon,We've since had a chance to investigate this matter in more detail and see that we did indeed find that this account was hosting Phishing content which means it was making attempts to gather visitor's information inappropriatelyIn this cases we do need to take immediate
action to protect visitors and issued a suspension as this type of content is against our terms of serviceAt that point we issued an e-mail notification but unfortunately Mr*** had provided us with an e-mail address under the same domain that he was hosting with usThis meant that once we suspended the account, his e-mail address stopped workingWe always advise to use an address not associated with the account but unfortunately some do slip through the cracks as we do not constantly police the e-mail addresses customers provide to us.Although the account did violate our terms of service by hosting phishing content, as a courtesy for the communication issues we will be refunding the amount discussedWe've been back in touch via e-mail to confirm this information and will continue to assist there as needed

We would first of all like to start by apologizing to Mr*** for any frustrations related to the issues experiencedWe would also like to thank him for brining these concerns to our attentionOur management team has had the opportunity to reach out to Mr*** via our ticket system to work
with him on the refund request and offer a pro-rated refund as of the cancellation request dateConfirmation and approval by Mr*** is required before we can proceed and we have requested this approval through the ticket that was sentWe invite Mr*** to respond back to this ticket so we can continue to assist with resolving this concern

We contacted *** *** on January 21st and provided him a full refund of all fees paid totaling $and have closed his accountWe have been following along with his support
ticket to determine if any additional help is needed but have not received any further communication since the 21stWe will continue to monitor this issue and assist *** *** in any way needed

Greetings,We were sorry to hear that Mr*** had trouble discussing this issue with our front line staff as we typically keep Revdex.com negotiations linked to specific tickets rather than the account as a wholeWe were also sorry to hear Mr*** was charged as although the 16th is the next renewal date, since there was a *** subscription still active, this meant the account was automatically charged days prior to the date as per our billing cycle. At this time we have initiated a refund of the recent payment and will be following up with Mr*** as we have not seen a cancellation request submitted at this timeWe do require that our customers submit this from their billing system as it establishes a clear record that our customer understood their data would be deleted. We expect this will fully resolve the situation but if we can be of further assistance, please let us know

We are very sorry for the situation the customer is in The customer was notified on April 11, of a violation of our Terms of Service regarding back up data and files being stored on the server not associated with the website While our business plan does allow for unlimited storage
for website files, it does preclude using the server as a storage device for files not associated directly with the website.The customer had over 50GB of data stored outside of the directory structure of the website Please see out Terms of Service at http://***The customer was given hours to communicate with us regarding this specific issue When no communication was received his account was suspended and the data removed In the interim the server was decommissioned and active accounts moved to new hardware(chassis) Once the customer contacted us, all traces of the old server were removed including any back ups of older accounts.Our Terms of Service clearly indicate that our back ups are for disaster recovery and there is no guarantee of availability for an account restore The Terms of Service further state that back ups of active websites are the responsibility of the customer to maintain.At this point, we do not have any copies of the customers files available It does appear that the customer has transferred hosting to another provider and we are more than happy to assist with any transition we are able to

We received *** *** complaint on January 12th and immediately began addressing itWe identified an issue with the server and took corrective action to improve stability that eveningFor good measure we also increased the resources
available to *** *** sites beyond what is normally available for the hosting plan purchasedThere was a request for six months of hosting due to the past experiences which we applied to the current renewal that was dueWe are eager to continue assisting as needed but we have not received any further communication since January 14th and assume the problem to be resolved

** *** has a few tickets open in our support system for differing issuesWe have updated him regarding his RBL
listing problems and have worked through that problemWe are continuing to assist with the billing discrepancy and will certainly credit ** *** for any time where he was billed for a Pro package and not receiving it*** *** concerns are not fully resolved at this time, but we will ensure that he is assisted however needed

We received *** *** request for assistance with his domain transfer on January 12th He was having
difficulty updating his contact details under his domain which was preventing him from completing his domain transferWe manually updated his contact details for him and synced that in our billing system*** *** was then able to complete his domain transfer on January 18th and his domain is now registered with tucows
There was also an additional request not mentioned in this case for refunds for the months of October, November and December, due to uptime being below 99.9% which we have now grantedWe will continue to work with *** *** with any further requests that he may have

Good Evening,We appreciate the chance to review this matter and have reached out to Mr*** to review any offers previously made or promisedWe will be watching for any updates on our message and will gladly honor and previous offers made