Hello and thank you for contacting us through the Revdex.com.We appreciate your giving Carbonite a try and am sorry that we do not support your current operating system. I have made sure that your refund was processed today. You will receive a notice from our support center with confirmation. Please give...
us a try if you should upgrade in the future. Sincerely, [redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize for the confusion with your auto renewal. We do see that your auto renew was deactivated on 4/16/16 but your account was set to renew on 4/1/16. We have refunded your purchase that occurred on 4/16/16 back to your...
[redacted]. I have added 2 months to your subscription as a courtesy. I have asked one of our Customer Advocates to reach out to you to resolve any outstanding issues. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I apologize that Carbonite can no longer meet your online backup needs. We have responded to your request through our Customer Service center on 8/18/2016. We will need verification to complete your request. Regards, [redacted]...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Right? And the check is in the mail.
Regards,
[redacted]
Hello Mr. [redacted],
Your most recent payment to us on 12/17/2013 was made on a [redacted] ending in [redacted]. We can only refund to the card that was used. You had a payment back on 2/11/2013 to a [redacted] ending in [redacted]. This purchase is well over a year old and cannot be refunded.
Sincerely,
[redacted]
Solutions Team Specialist
Carbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize that you were unaware of the recurring billing on your Carbonite account. We appreciate you verifying your account on 1/4/16. We have refunded your latest renewal back to your credit card. Please allow 24 to 48 hours...
for the credit to post. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I am very sorry for any frustration that you have experienced while trying to resolve the unwanted charge to your inactive account. I see that we did refund that account in 2016 and the auto renew remained active in error causing the account to renew again in 2017. I have had that charge refunded today and have made sure that this does not happen again. The charge went back to your [redacted] ending in [redacted]. I have added 2 months to your active [redacted] account as a courtesy. Thank you for giving us the opportunity to make this right. Your satisfaction is our number one priority. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. It seems that Carbonite did not even bother to read my complaint in detail. The facts are that my Mother was billed AFTER she was deceased! I had no idea Carbonite was running or not running on her computer. The only reason her computer was used at all was simply to access her records for bank accounts, mortgages, taxes, etc.. The Carbonite service was never made use of, and she is owed a full refund period! You DO NOT bill people after their death! Any reoccuring billing agreement was void and invalid upon ger death. You were notified of her death with more than adequate time to issue a refund. Carbonite was informed of this billing well before the year of 2012 was up, and no attempt at a refund was made. I already realize that no further billing attempts will be made, as it would be impossible. I have asked for a refund, my issue has not been addressed whatsoever. This response is completely unsatisfactory.
Regards,
[redacted]
Hello Mr. [redacted], Thank you for contacting us through the Revdex.com. We appreciate your feedback regarding your recent support sessions involving internet speed and throttling. Carbonite has removed throttling from all of our servers. Throttling has been removed from all existing and new users. I can see...
that all 3 of your 15 day free trials have had excellent upload speeds. You uploaded approx. 373GB in 15 days. That is an average of almost 25GB per day. Your current 15 day free trial has uploaded approx. 80GB in 4 days. We advertise that you may experience up to 10Mbps with the speed of your Internet connection being the primary factor for the speed of your backup. You s[redacted] that your Internet connection allows you up to 22Mbps. Please note that both of these are ‘up to’ meaning that you will not always be allowed the maximum. Other factors that could impact your upload speed are, the speed of your computer, the amount of data you have selected for backup, your computers hibernation and sleep settings. You may also want to check with your ISP to see if they are imposing a monthly upload allowance and when you hit that allowance, your speeds will decrease. Thank you for considering Carbonite for your online backup needs. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I am sorry that you had issues with your [redacted] restore. I see that our escalations technician, [redacted] will be following up with you today as promised through our secure support portal. He will assist you in reaching a mutual...
resolution. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
I need my files, as I told the attendant, I was having trouble login. I believe this is an strategy to force customers to pay for a year subscription to rip you off.
Regards,
[redacted]
Hello Mr. [redacted],Thank you for contacting us through the Revdex.com. Your subscription was automatically renewed on 9/24/15 because automatic renewal was selected at the time of the original purchase. I see that you deactivated your recurring billing on 9/26/15. I am sorry that Carbonite can no longer meet...
your online backup needs and have had your recent renewal refunded back to your credit card.Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Mr. [redacted],
Thank you for contacting us through the Revdex.com. We have contacted you through our support
center regarding your request to cancel your account.
Sincerely,
[redacted]
Solutions Team Specialist
Carbonite, Inc.
Dear **. [redacted], We appreciate your feedback and apologize for any inconvenience, however Carbonite’s website here, [redacted], clearly states:“During your free trial period, audio (such as [redacted] and [redacted] music) and video files are notbacked up by default. After purchasing, your music files are automaticallyincluded as long as the folder they reside in is selected for back up. Witha Carbonite Personal Prime subscription, your video files are also includedautomatically after your purchase.” Carbonite’s Personal Plans website, found here, [redacted] describes that aCarbonite Personal Prime product is required to automatically backup videos.You selected the Carbonite Personal Basic product which does not automaticallybackup video files. Carbonite’s website and marketing materials are clear in the description of the productsand their features. Our agents are happy to demonstrate how our products workor answer any questions you have. We are happy to have a senior technician workwith you to ensure that Carbonite is backing up all your valuable files if youwould like to discuss your backup with them.Regards,[redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com and for being a loyal customer for over 2 years. I am happy to hear that [redacted] was able to contact you to assist with restoring your Access database files. I have added a month to your subscription as a courtesy. Please let us...
know if you need further assistance. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I agree that I have received over 30 emails from Carbonite, but as I've repeatedly stated only one addressed the fact that my backup had been frozen. The email notifying me of the frozen backup arrived 3.5 years after the backup had been stopped and after I had been charged 3 more times for services that were not being provided. I disagree that Carbonite performed as designed because they stopped backing up my data but continued to charge as if they were.Thank you for agreeing to refund me for the last renewal of $59.99 on 2/10/2014 and acknowledging Carbonite's error. I still need to be reimbursed for the additional 2.5 years (or $145.48) I was charged while my data was not being backed up. I have also complained to the Tennessee Attorney General, Division of Consumer Affairs. You will be contacted by them soon.
Regards,
[redacted]
Revdex.com:No, it has not been resolved. Because they charged me, my checking account was charged a NSF fee of $30. I want that refunded as well, and they know this. I have also told them that "giving" me 2 free months is useless as I have gone to [redacted] for my backup needs on my computers. They also know this. So, "giving" someone 2 free months who does not have an account does not make any sense, does it? No, this has NOT been resolved. [redacted]
Hello [redacted] Thank you for contacting us through the Revdex.com. We have responded to your request for a refund through our Customer Support Center. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Mr. [redacted], Thank you for contacting us through the Revdex.com. I have researched your issue and seethat our records indicate that you contacted us on 9/25/14 per Incident[redacted] requesting a refund because you no longer had the computer. On9/25/14, we replied asking for verification of...
your account. On 9/30/14 @12:06PM, we received verification of the account and credit card information. Wethen processed a refund of $59.99 on 9/30/14 to your [redacted] ending in [redacted]per your request. You received confirmation of that refund at [redacted]@yahoo.com.Per Carbonite’s refund policy and discussed with you upon issuing your refund,once your account is refunded, any data that was contained on our servers is nolonger available. We then see that on 7/14/15, you installed a free, no obligation trial on acomputer named [redacted]. The trial expired on 7/29/15. It was never converted to apaid subscription but we suspended that data deletion until 9/26/15. I see fromyour support that the data you were looking for was on the subscription thatyou had refunded. You are still able to access both of your mobile devices atno charge. I do apologize that your data is no longer available, however, thiswas per your instructions to issue a refund for the unwanted renewal back on9/30/2014. Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.
Hello and thank you for contacting us through the Revdex.com.We appreciate your giving Carbonite a try and am sorry that we do not support your current operating system. I have made sure that your refund was processed today. You will receive a notice from our support center with confirmation. Please give...
us a try if you should upgrade in the future. Sincerely, [redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize for the confusion with your auto renewal. We do see that your auto renew was deactivated on 4/16/16 but your account was set to renew on 4/1/16. We have refunded your purchase that occurred on 4/16/16 back to your...
[redacted]. I have added 2 months to your subscription as a courtesy. I have asked one of our Customer Advocates to reach out to you to resolve any outstanding issues. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I apologize that Carbonite can no longer meet your online backup needs. We have responded to your request through our Customer Service center on 8/18/2016. We will need verification to complete your request. Regards, [redacted]...
Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Right? And the check is in the mail.
Regards,
[redacted]
Hello Mr. [redacted],
Your most recent payment to us on 12/17/2013 was made on a [redacted] ending in [redacted]. We can only refund to the card that was used. You had a payment back on 2/11/2013 to a [redacted] ending in [redacted]. This purchase is well over a year old and cannot be refunded.
Sincerely,
[redacted]
Solutions Team Specialist
Carbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize that you were unaware of the recurring billing on your Carbonite account. We appreciate you verifying your account on 1/4/16. We have refunded your latest renewal back to your credit card. Please allow 24 to 48 hours...
for the credit to post. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I am very sorry for any frustration that you have experienced while trying to resolve the unwanted charge to your inactive account. I see that we did refund that account in 2016 and the auto renew remained active in error causing the account to renew again in 2017. I have had that charge refunded today and have made sure that this does not happen again. The charge went back to your [redacted] ending in [redacted]. I have added 2 months to your active [redacted] account as a courtesy. Thank you for giving us the opportunity to make this right. Your satisfaction is our number one priority. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. It seems that Carbonite did not even bother to read my complaint in detail. The facts are that my Mother was billed AFTER she was deceased! I had no idea Carbonite was running or not running on her computer. The only reason her computer was used at all was simply to access her records for bank accounts, mortgages, taxes, etc.. The Carbonite service was never made use of, and she is owed a full refund period! You DO NOT bill people after their death! Any reoccuring billing agreement was void and invalid upon ger death. You were notified of her death with more than adequate time to issue a refund. Carbonite was informed of this billing well before the year of 2012 was up, and no attempt at a refund was made. I already realize that no further billing attempts will be made, as it would be impossible. I have asked for a refund, my issue has not been addressed whatsoever. This response is completely unsatisfactory.
Regards,
[redacted]
Hello Mr. [redacted], Thank you for contacting us through the Revdex.com. We appreciate your feedback regarding your recent support sessions involving internet speed and throttling. Carbonite has removed throttling from all of our servers. Throttling has been removed from all existing and new users. I can see...
that all 3 of your 15 day free trials have had excellent upload speeds. You uploaded approx. 373GB in 15 days. That is an average of almost 25GB per day. Your current 15 day free trial has uploaded approx. 80GB in 4 days. We advertise that you may experience up to 10Mbps with the speed of your Internet connection being the primary factor for the speed of your backup. You s[redacted] that your Internet connection allows you up to 22Mbps. Please note that both of these are ‘up to’ meaning that you will not always be allowed the maximum. Other factors that could impact your upload speed are, the speed of your computer, the amount of data you have selected for backup, your computers hibernation and sleep settings. You may also want to check with your ISP to see if they are imposing a monthly upload allowance and when you hit that allowance, your speeds will decrease. Thank you for considering Carbonite for your online backup needs. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I am sorry that you had issues with your [redacted] restore. I see that our escalations technician, [redacted] will be following up with you today as promised through our secure support portal. He will assist you in reaching a mutual...
resolution. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
I need my files, as I told the attendant, I was having trouble login. I believe this is an strategy to force customers to pay for a year subscription to rip you off.
Regards,
[redacted]
Hello Mr. [redacted],Thank you for contacting us through the Revdex.com. Your subscription was automatically renewed on 9/24/15 because automatic renewal was selected at the time of the original purchase. I see that you deactivated your recurring billing on 9/26/15. I am sorry that Carbonite can no longer meet...
your online backup needs and have had your recent renewal refunded back to your credit card.Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.
This was approved to be a full refund. I apologize for the confusion.Regards,[redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Mr. [redacted],
Thank you for contacting us through the Revdex.com. We have contacted you through our support
center regarding your request to cancel your account.
Sincerely,
[redacted]
Solutions Team Specialist
Carbonite, Inc.
Dear **. [redacted], We appreciate your feedback and apologize for any inconvenience, however Carbonite’s website here, [redacted], clearly states:“During your free trial period, audio (such as [redacted] and [redacted] music) and video files are notbacked up by default. After purchasing, your music files are automaticallyincluded as long as the folder they reside in is selected for back up. Witha Carbonite Personal Prime subscription, your video files are also includedautomatically after your purchase.” Carbonite’s Personal Plans website, found here, [redacted] describes that aCarbonite Personal Prime product is required to automatically backup videos.You selected the Carbonite Personal Basic product which does not automaticallybackup video files. Carbonite’s website and marketing materials are clear in the description of the productsand their features. Our agents are happy to demonstrate how our products workor answer any questions you have. We are happy to have a senior technician workwith you to ensure that Carbonite is backing up all your valuable files if youwould like to discuss your backup with them.Regards,[redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com and for being a loyal customer for over 2 years. I am happy to hear that [redacted] was able to contact you to assist with restoring your Access database files. I have added a month to your subscription as a courtesy. Please let us...
know if you need further assistance. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I agree that I have received over 30 emails from Carbonite, but as I've repeatedly stated only one addressed the fact that my backup had been frozen. The email notifying me of the frozen backup arrived 3.5 years after the backup had been stopped and after I had been charged 3 more times for services that were not being provided. I disagree that Carbonite performed as designed because they stopped backing up my data but continued to charge as if they were.Thank you for agreeing to refund me for the last renewal of $59.99 on 2/10/2014 and acknowledging Carbonite's error. I still need to be reimbursed for the additional 2.5 years (or $145.48) I was charged while my data was not being backed up. I have also complained to the Tennessee Attorney General, Division of Consumer Affairs. You will be contacted by them soon.
Regards,
[redacted]
Revdex.com:No, it has not been resolved. Because they charged me, my checking account was charged a NSF fee of $30. I want that refunded as well, and they know this. I have also told them that "giving" me 2 free months is useless as I have gone to [redacted] for my backup needs on my computers. They also know this. So, "giving" someone 2 free months who does not have an account does not make any sense, does it? No, this has NOT been resolved. [redacted]
Hello [redacted] Thank you for contacting us through the Revdex.com. We have responded to your request for a refund through our Customer Support Center. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Mr. [redacted], Thank you for contacting us through the Revdex.com. I have researched your issue and seethat our records indicate that you contacted us on 9/25/14 per Incident[redacted] requesting a refund because you no longer had the computer. On9/25/14, we replied asking for verification of...
your account. On 9/30/14 @12:06PM, we received verification of the account and credit card information. Wethen processed a refund of $59.99 on 9/30/14 to your [redacted] ending in [redacted]per your request. You received confirmation of that refund at [redacted]@yahoo.com.Per Carbonite’s refund policy and discussed with you upon issuing your refund,once your account is refunded, any data that was contained on our servers is nolonger available. We then see that on 7/14/15, you installed a free, no obligation trial on acomputer named [redacted]. The trial expired on 7/29/15. It was never converted to apaid subscription but we suspended that data deletion until 9/26/15. I see fromyour support that the data you were looking for was on the subscription thatyou had refunded. You are still able to access both of your mobile devices atno charge. I do apologize that your data is no longer available, however, thiswas per your instructions to issue a refund for the unwanted renewal back on9/30/2014. Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.