Commercial Network Services

Mr [redacted] , I am the CEO of Commercial Network Services I have received the Revdex.com complaint you filed over the weekendI will detail your points to be sure I have responded to all of them In your complaint, you are alleging: You submitted a ticket for your account to be cancelled and there was “little response”A CNS customer service rep named [redacted] “became irritated when [you] asked for a refund and to speak with [the] managerA CNS customer service rep hung up on you twice, and you find that behavior unacceptableCNS has dealt with your complaint in an “immature and unprofessional” mannerYou are demanding a refund in the amount of US$for your September hosting I will stipulate you did indeed open a support ticket on September 11, at 2:11PM PDT In your ticket, you said: “Posted on: September 02:PM Please cancel my accountI do not need the server service any longerI need this complete before the next billing cycle on 09/17/Thank you for your time” However, we do not agree that you received “little” response In fact, a CNS tech responded to you within one minute and gave you clear instructions how to terminate your subscription They also reminded you of the contract which you agreed to prior to your services being established CNS Support remained available to assist you, but you never followwith any questions or concerns The contract specifically reads: ( [redacted] ) Termination by Customer for Convenience Customer may terminate this Agreement at any time for convenience only by selecting 'request cancelation' in the Customer’s online control panel on the subscription details page Customer agrees and acknowledges that the above is the only form of cancellation that CNS honors CNS will not honor cancellation requests made verbally, by electronic mail, or by support ticket as CNS is unable to verify those requests To safeguard terminating the wrong Service Order or terminating a Service Order at the incorrect time, CNS’ staff is prohibited from canceling Service Orders on behalf of Customers If Customer requires assistance with terminating a Service Order, Customer may contact CNS for assistance logging in and terminating the desired Service Order In order to avoid fees for the next applicable renewal Term, all cancellations must be entered prior to the Renewal Date Customer agrees and acknowledges that CNS does not maintain an 'intra-ISP' notification system; therefore, transferring services to another provider or stopping use of the Online Services will not terminate the Service Order and continue to accrue fees Customer agrees and acknowledges that no refunds are due to Customer upon termination of a Service Order or this Agreement or for Customer’s failure to properly terminate a Service Order in accordance with this Section and waives all rights to chargeback fees for neglecting to follow the terms of this Section As you executed the contract thru the online portal, I do not find it unreasonable that you also terminate it the same way This contractual obligation has been in place for some time and is there to avoid any possible confusion such as “I did not authorize this” or “I did not want to terminate *that [redacted] VM” or “I did not want to terminate it just yet!”, etc As you know, we host many online traders who run their algorithmic trading strategies in live markets and any unplanned interruption can be quite costly to them [redacted] has no reason to become irritated by anyone simply asking for a refund It is part of his job He is also the shift supervisor and will typically be the most senior staff member available, especially over a holiday weekend [redacted] sent me a report of your conversation immediately after it was over and before we received your Revdex.com complaint Here are the contents of his report to me: [redacted] ( [redacted] ), submitted ticket requesting cancellation on 9-11-15, ticket [redacted] Bill had replied with the usual reply Got a phone call and got chewed outWould not accept that the submitted ticket requesting a cancellation was not legitimateGave him instructions againHe did finally submit the cancellation request Wanted to talk to management, had transferred to your extensionCalled back because you didn’t answerDon’t know if he left a msgExplained that it was outside of business hours and got chewed out againSays he is going to file a complaint I will stipulate that [redacted] did indeed terminate your calls at least twice Please understand, we do not expect our employees to be subject to abusive callers and they are fully authorized to terminate calls when they reasonably feel they are being abused I know [redacted] personally has a high threshold I asked him about this and he told me you were “yelling and cussing [him] out” I do not expect any CNS employee to subject themselves to these types of calls and therefore [redacted] responded appropriately by terminating your calls From the evidence available to me through your helpdesk ticket and your call history, I must respectfully disagree that CNS has responded in an “immature and unprofessional manner” The fact is we responded to your ticket on September within one minute I realize it was quite quick and you may have thought it was an auto responder However, it was a real live CNS tech who responded to you with the clear instructions how to terminate your subscription CNS techs very rarely ever need to terminate an incoming call For your call to have been terminated (especially by [redacted] ), it must have been an exceptionally abusive one We are declining your request for a refund You did not follow your contractual obligations to terminate service as you agreed when you first established service It is also well outside our day money back guarantee Please understand, we have costs to maintain your service whether you use it or not Our industry is a ‘pay it forward’ one This means, we have already paid licensing and hosting related fees to maintain you service in full from the very first day of the month – whether you pay your fees or not I show you entered a termination order on 10/10/15:and selected that it take effect immediately This has been completed and your CNS subscription is terminated You will not incur any additional fees unless you subscribe to new service and complete a new agreement In the event you do decide to resume trading with CNS, I have established a coupon code of “ [redacted] ”, which will apply a one time $credit to any new Trader’s VPS service It will expire on 10/14/ Sincerely, [redacted] Commercial Network Services [redacted] San Diego, CA: + [redacted] ***Los Angeles, CA: + [redacted] ***New York, NY: + [redacted] ***London, UK: + [redacted] ***Fax: + [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below There were two points to my complaint The first was the loss of my data which CNS made an attempt to return to me On this point I am satisfied My other point was that this potential for data loss and the deadlines surrounding that loss were not communicated to me The response from CNS on this point was that everything followed the "standard procedure" If it is standard procedure, CNS has neither shown me where this process is documented for customers to review nor said how it intends to improve it's customer communications in regard to this matter Regards, [redacted]

Hello, I am sorry your subscription has been terminated Our records show your subscription expired on 10/ We sent you notifications of the non-payment on 10/28, 10/and 10/ We did not hear back from you and so the subscription was suspended on 11/and we sent you another notification at that time We still did not hear back from you and the subscription was terminated on/around 11/ This is standard operating procedure When a VM is terminated, the data is forever deleted It is not possible to recover the VM However, the data in the CNS VM Backup is generally retained much longer (it is periodically purged of old data) I show you utilized the free CNS VM Backup The last update was on 9/10/ This data is encrypted and CNS cannot recover it without your backup password In order to recover the data, you must re-subscribe (use the "add new service" link in your client area) After your VM is online, please open a support ticket and explain that you need to recover data from the VM Backup of an older subscription, and that I have confirmed we have data online Please understand we cannot guarantee this is the data you are looking for This is the backup set you created and CNS cannot review it It must be restored from inside a VM using the encryption password you setup CNS CAN NOT GUARANTEE THE VMBACKUP DATA WILL REMAIN ON OUR SERVERS We have no responsibility to retain data from terminated subscriptions I will make sure no data is purged before Friday Regards, [redacted] CEO

Hello, I am sorry your... subscription has been terminated. Our records show your subscription expired on 10/27. We sent you notifications of the non-payment on 10/28, 10/30 and 10/31. We did not hear back from you and so the subscription was suspended on 11/2 and we sent you another notification at that time. We still did not hear back from you and the subscription was terminated on/around 11/12. This is standard operating procedure. When a VM is terminated, the data is forever deleted. It is not possible to recover the VM. However, the data in the CNS VM Backup is generally retained much longer (it is periodically purged of old data). I show you utilized the free CNS VM Backup. The last update was on 9/10/2014. This data is encrypted and CNS cannot recover it without your backup password. In order to recover the data, you must re-subscribe (use the "add new service" link in your client area). After your VM is online, please open a support ticket and explain that you need to recover data from the VM Backup of an older subscription, and that I have confirmed we have data online. Please understand we cannot guarantee this is the data you are looking for. This is the backup set you created and CNS cannot review it. It must be restored from inside a VM using the encryption password you setup. CNS CAN NOT GUARANTEE THE VMBACKUP DATA WILL REMAIN ON OUR SERVERS. We have no responsibility to retain data from terminated subscriptions. I will make sure no data is purged before Friday. Regards, [redacted] CEO

Mr[redacted],
I am the CEO of Commercial Network Services
""> I have received the Revdex.com complaint you filed over
the weekendI will detail your points to be sure I have responded to all of
them. In your complaint, you are
alleging:
You submitted a ticket for your account to be
cancelled and there was "little response"
A CNS customer service rep named [redacted] "became
irritated when [you] asked for a refund and to speak with [the] manager
A CNS customer service rep hung up on you twice,
and you find that behavior unacceptable
CNS has dealt with your complaint in an "immature
and unprofessional" manner
You are demanding a refund in the amount of
US$for your September hosting
I will stipulate you did indeed
open a support ticket on September 11, at 2:11PM PDT. In your ticket, you said:
"Posted on: September 02:PM
Please cancel my accountI do not need the
server service any longerI need this complete before the next billing cycle
on 09/17/Thank you for your time"
However, we do not agree that you received "little"
response. In fact, a CNS tech responded
to you within one minute and gave you clear instructions how to terminate your
subscription. They also reminded you of
the contract which you agreed to prior to your services being established. CNS Support remained available to assist you,
but you never followwith any questions or concerns.
The contract specifically reads:
([redacted]
).
9.3. Termination by Customer for
Convenience. Customer may terminate this Agreement at any time for convenience only by
selecting 'request cancelation' in the Customer's online control panel on the
subscription details page. Customer agrees and acknowledges that the
above is the only form of cancellation that CNS honors. CNS will not honor cancellation requests made
verbally, by electronic mail, or by support ticket as CNS is unable to verify
those requests. To safeguard terminating
the wrong Service Order or terminating a Service Order at the incorrect time,
CNS' staff is prohibited from canceling Service Orders on behalf of
Customers. If Customer requires
assistance with terminating a Service Order, Customer may contact CNS for
assistance logging in and terminating the desired Service Order. In order to avoid fees for the next
applicable renewal Term, all cancellations must be entered prior to the Renewal
Date. Customer agrees and acknowledges
that CNS does not maintain an 'intra-ISP' notification system; therefore,
transferring services to another provider or stopping use of the Online
Services will not terminate the Service Order and continue to accrue
fees. Customer agrees and acknowledges that no refunds are due to
Customer upon termination of a Service Order or this Agreement or for
Customer's failure to properly terminate a Service Order in accordance with
this Section and waives all rights to chargeback fees for neglecting to follow
the terms of this Section.
As you executed the contract thru the online
portal, I do not find it unreasonable that you also terminate it the same
way. This contractual obligation has
been in place for some time and is there to avoid any possible confusion such
as "I did not authorize this" or "I did not want to terminate *that* VM" or "I
did not want to terminate it just yet!", etc..
As you know, we host many online traders who run their algorithmic
trading strategies in live markets and any unplanned interruption can be quite
costly to them
[redacted] has no reason to become irritated by anyone
simply asking for a refund. It is part
of his job. He is also the shift
supervisor and will typically be the most senior staff member available,
especially over a holiday weekend. [redacted] sent me a report of your conversation
immediately after it was over and before we received your Revdex.com complaint. Here are the contents of his report to me:
[redacted] ([redacted]), submitted ticket requesting
cancellation on 9-11-15, ticket [redacted]
Bill had replied with the usual reply
Got a phone call and got chewed outWould
not accept that the submitted ticket requesting a cancellation was not
legitimateGave him instructions againHe did finally submit the cancellation
request
Wanted to talk to management, had
transferred to your extensionCalled back because you didn't answerDon't
know if he left a msgExplained that it was outside of business hours
and got chewed out againSays he is going to file a complaint
I will stipulate that [redacted] did indeed
terminate your calls at least twice.
Please understand, we do not expect our employees to be subject to
abusive callers and they are fully authorized to terminate calls when they reasonably
feel they are being abused. I know
[redacted] personally has a high threshold.
I asked him about this and he told me you were "yelling and cussing
[him] out". I do not expect any CNS
employee to subject themselves to these types of calls and therefore [redacted]
responded appropriately by terminating your calls
From the evidence available to me through your
helpdesk ticket and your call history, I must
respectfully disagree that CNS has responded in an "immature and
unprofessional manner". The fact is we
responded to your ticket on September within one minute. I realize it was quite quick and you may have
thought it was an auto responder.
However, it was a real live CNS tech who responded to you with the clear
instructions how to terminate your subscription. CNS techs very rarely ever need to terminate
an incoming call. For your call to have
been terminated (especially by [redacted]), it must have been an exceptionally
abusive one
We are declining
your request for a refund. You did not
follow your contractual obligations to terminate service as you agreed when you
first established service. It is also
well outside our day money back guarantee.
Please understand, we have costs to maintain your service whether you
use it or not. Our industry is a ‘pay it
forward' one. This means, we have
already paid licensing and hosting related fees to maintain you service in full
from the very first day of the month – whether you pay your fees or not
I show you
entered a termination order on 10/10/15:and selected that it take
effect immediately. This has been
completed and your CNS subscription is terminated. You will not incur any additional fees unless
you subscribe to new service and complete a new agreement
In the event
you do decide to resume trading with CNS, I have established a coupon code of "[redacted]",
which will apply a one time $credit to any new Trader's VPS service. It will expire on 10/14/
Sincerely,
[redacted]
Commercial Network
Services
[redacted]
San Diego, CA: +[redacted]
Los Angeles, CA: +
[redacted]
New York, NY: +[redacted]
London, UK: +[redacted]
Fax: +[redacted]

Mr. [redacted],
 I am the CEO of Commercial Network Services.  I have received the Revdex.com complaint you filed over
the weekend. I will detail your points to be sure I have responded to all of
them.  In your complaint, you are
alleging:
You submitted a ticket for your...

account to be
cancelled and there was “little response”A CNS customer service rep named [redacted] “became
irritated when [you] asked for a refund and to speak with [the] managerA CNS customer service rep hung up on you twice,
and you find that behavior unacceptableCNS has dealt with your complaint in an “immature
and unprofessional” mannerYou are demanding a refund in the amount of
US$42.68 for your September 2015 hosting
I will stipulate you did indeed
open a support ticket on September 11, 2015 at 2:11PM PDT.  In your ticket, you said:
“Posted on: 11 September 2015 02:11 PM
Please cancel my account. I do not need the
server service any longer. I need this complete before the next billing cycle
on 09/17/2015. Thank you for your time”
However, we do not agree that you received “little”
response.  In fact, a CNS tech responded
to you within one minute and gave you clear instructions how to terminate your
subscription.  They also reminded you of
the contract which you agreed to prior to your services being established.  CNS Support remained available to assist you,
but you never followed-up with any questions or concerns. 
The contract specifically reads:
([redacted]
). 
9.3.         Termination by Customer for
Convenience.  Customer may terminate this Agreement at any time for convenience only by
selecting 'request cancelation' in the Customer’s online control panel on the
subscription details page.  Customer agrees and acknowledges that the
above is the only form of cancellation that CNS honors.  CNS will not honor cancellation requests made
verbally, by electronic mail, or by support ticket as CNS is unable to verify
those requests.  To safeguard terminating
the wrong Service Order or terminating a Service Order at the incorrect time,
CNS’ staff is prohibited from canceling Service Orders on behalf of
Customers.  If Customer requires
assistance with terminating a Service Order, Customer may contact CNS for
assistance logging in and terminating the desired Service Order.  In order to avoid fees for the next
applicable renewal Term, all cancellations must be entered prior to the Renewal
Date.  Customer agrees and acknowledges
that CNS does not maintain an 'intra-ISP' notification system; therefore,
transferring services to another provider or stopping use of the Online
Services will not terminate the Service Order and continue to accrue
fees.  Customer agrees and acknowledges that no refunds are due to
Customer upon termination of a Service Order or this Agreement or for
Customer’s failure to properly terminate a Service Order in accordance with
this Section and waives all rights to chargeback fees for neglecting to follow
the terms of this Section. 
As you executed the contract thru the online
portal, I do not find it unreasonable that you also terminate it the same
way.  This contractual obligation has
been in place for some time and is there to avoid any possible confusion such
as “I did not authorize this” or “I did not want to terminate *that* VM” or “I
did not want to terminate it just yet!”, etc.. 
As you know, we host many online traders who run their algorithmic
trading strategies in live markets and any unplanned interruption can be quite
costly to them.
[redacted] has no reason to become irritated by anyone
simply asking for a refund.  It is part
of his job.  He is also the shift
supervisor and will typically be the most senior staff member available,
especially over a holiday weekend.    [redacted] sent me a report of your conversation
immediately after it was over and before we received your Revdex.com complaint.  Here are the contents of his report to me:
[redacted] ([redacted]), submitted ticket requesting
cancellation on 9-11-15, ticket [redacted].
Bill had replied with the usual reply.
Got a phone call and got chewed out. Would
not accept that the submitted ticket requesting a cancellation was not
legitimate. Gave him instructions again. He did finally submit the cancellation
request.
Wanted to talk to management, had
transferred to your extension. Called back because you didn’t answer. Don’t
know if he left a msg. Explained that it was outside of normal business hours
and got chewed out again. Says he is going to file a complaint.
I will stipulate that [redacted] did indeed
terminate your calls at least twice. 
Please understand, we do not expect our employees to be subject to
abusive callers and they are fully authorized to terminate calls when they reasonably
feel they are being abused.  I know
[redacted] personally has a high threshold. 
I asked him about this and he told me you were “yelling and cussing
[him] out”.  I do not expect any CNS
employee to subject themselves to these types of calls and therefore [redacted]
responded appropriately by terminating your calls.
From the evidence available to me through your
helpdesk ticket and your call history, I must
respectfully disagree that CNS has responded in an “immature and
unprofessional manner”.  The fact is we
responded to your ticket on September 11 within one minute.  I realize it was quite quick and you may have
thought it was an auto responder. 
However, it was a real live CNS tech who responded to you with the clear
instructions how to terminate your subscription.  CNS techs very rarely ever need to terminate
an incoming call.  For your call to have
been terminated (especially by [redacted]), it must have been an exceptionally
abusive one.
We are declining
your request for a refund.  You did not
follow your contractual obligations to terminate service as you agreed when you
first established service.  It is also
well outside our 30 day money back guarantee. 
Please understand, we have costs to maintain your service whether you
use it or not.  Our industry is a ‘pay it
forward’ one.  This means, we have
already paid licensing and hosting related fees to maintain you service in full
from the very first day of the month – whether you pay your fees or not.
I show you
entered a termination order on 10/10/2015 15:09 and selected that it take
effect immediately.  This has been
completed and your CNS subscription is terminated.  You will not incur any additional fees unless
you subscribe to new service and complete a new agreement.
In the event
you do decide to resume trading with CNS, I have established a coupon code of “[redacted]”,
which will apply a one time $15 credit to any new Trader’s VPS service.  It will expire on 10/14/2016.
  Sincerely,
[redacted]Commercial Network
Services[redacted]
San Diego, CA: +1 [redacted]Los Angeles, CA: +1
[redacted]New York, NY: +1 [redacted]London, UK: +44 [redacted]Fax: +1 [redacted]

Hello,
We sent you three notices before your subscription was
suspended for non-payment.  They were
sent to you on 10/28, 10/30 and again on 10/31. 
We did not hear back from you.  A
final notice of suspension was sent to you on 11/2.  The subscription was terminated and the VM
deleted on/around 11/12.
It is not reasonable to expect a hosting
company will hold on to your data in the event you may come back to activate
service.  Are you sure you want them to?  Keep in mind it is not our data
to hold on to.  Much of it belongs to the
subscriber and by our SLA we must destroy it after the subscription is
terminated.  I realize in your banking
world you must hold customer data for 7 years, etc..  However the amount of cumulative data for
each customer I expect is very small compared to virtual server hosting.
There is no requirement to hold data in the hosting industry
(certain exceptions not relevant to this issue apply), and in fact the public expectation
is that we hold data for only as long as we need to and no longer. 
If we were to hold data then we must keep the entire OS image on hand,
including checkpoints and backups – many gigabytes.  In your case, more than 22GB .  As you know, we use SSD disks.  And while they are nice and fast, they are
also very expensive.  It is cost
prohibitive to keep all this data on hand in the event someone may want to
reactivate their subscription after they fail to respond to four notices of
non-payment.  I believe it is also
unreasonable to expect that any hosting company would.
I have nothing to remotely indicate this is a problem for
our subscribers.  i.e. I have never
received a complaint regarding a situation like this before.  And so with that in mind, I do not believe there
is any need to change our subscriber communication procedures.  Certainly if we were to receive any
information that this is a real problem then we will address it.
Incidentally, I just checked our VM Backup volume in NYC and
your backup data is still there.  The VM
Backups are saved on HDD’s, and so they tend to stay a little longer.  It is not scheduled for cleanup until the holiday.
Please understand:  CNS CAN NOT GUARANTEE THE VMBACKUP DATA WILL REMAIN ON OUR
SERVERS.  We have no responsibility to
retain data from terminated subscriptions.
In
order to recover the data, you must re-subscribe (use the "add new
service" link in your client area). 
After your VM is online, please open a support ticket and explain that
you need to recover data from the VM Backup of an older subscription, and that
I have confirmed we have data online. Please note:  this data is encrypted and CNS cannot recover
it without your backup password (enter it in the VM Backup app when you start
it in the new VM).
If
you like, you can cancel the subscription after you recover the data and claim
a refund under our 30 day MBG.  Please
open a support ticket to do that.
Regards,
 
[redacted]
CEO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There were two points to my complaint.  
The first was the loss of my data which CNS made an attempt to return to me.  On this point I am satisfied.  
My other point was that this potential for data loss and the deadlines surrounding that loss were not communicated to me.  The response from CNS on this point was that everything followed the "standard procedure".  If it is standard procedure, CNS has neither shown me where this process is documented for customers to review nor said how it intends to improve it's customer communications in regard to this matter.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There were two points to my complaint.  The first was the loss of my data which CNS made an attempt to return to me.  On this point I am satisfied.  My other point was that this potential for data loss and the deadlines surrounding that loss were not communicated to me.  The response from CNS on this point was that everything followed the "standard procedure".  If it is standard procedure, CNS has neither shown me where this process is documented for customers to review nor said how it intends to improve it's customer communications in regard to this matter.
Regards,
[redacted]

Hello,
 I am sorry your...

subscription has been terminated.
 Our records show your subscription expired on 10/27.  We sent you notifications of the non-payment
on 10/28, 10/30 and 10/31.  We did not
hear back from you and so the subscription was suspended on 11/2 and we sent
you another notification at that time.  We
still did not hear back from you and the subscription was terminated on/around
11/12.  This is standard operating
procedure.
 When a VM is terminated, the data is forever deleted.  It is not possible to recover the VM.  However, the data in the CNS VM Backup is
generally retained much longer (it is periodically purged of old data).  I show you utilized the free CNS VM
Backup.  The last update was on
9/10/2014.  This data is encrypted and
CNS cannot recover it without your backup password.
 In order to recover the data, you must re-subscribe (use the
"add new service" link in your client area).  After your VM is online, please open a
support ticket and explain that you need to recover data from the VM Backup of
an older subscription, and that I have confirmed we have data online.
 Please understand we cannot guarantee this is the data you
are looking for.  This is the backup set
you created and CNS cannot review it.  It
must be restored from inside a VM using the encryption password you setup.
 CNS CAN NOT GUARANTEE THE VMBACKUP DATA WILL REMAIN ON OUR
SERVERS.  We have no responsibility to
retain data from terminated subscriptions. 
I will make sure no data is purged before Friday.
 Regards,
 
[redacted]
CEO

Hello,
 I am sorry your subscription has been terminated.
 Our records show your subscription expired on 10/27.  We sent you notifications of the non-payment
on 10/28, 10/30 and 10/31.  We did not
hear back from you and so the subscription was suspended on 11/2 and we...

sent
you another notification at that time.  We
still did not hear back from you and the subscription was terminated on/around
11/12.  This is standard operating
procedure.
 When a VM is terminated, the data is forever deleted.  It is not possible to recover the VM.  However, the data in the CNS VM Backup is
generally retained much longer (it is periodically purged of old data).  I show you utilized the free CNS VM
Backup.  The last update was on
9/10/2014.  This data is encrypted and
CNS cannot recover it without your backup password.
 In order to recover the data, you must re-subscribe (use the
"add new service" link in your client area).  After your VM is online, please open a
support ticket and explain that you need to recover data from the VM Backup of
an older subscription, and that I have confirmed we have data online.
 Please understand we cannot guarantee this is the data you
are looking for.  This is the backup set
you created and CNS cannot review it.  It
must be restored from inside a VM using the encryption password you setup.
 CNS CAN NOT GUARANTEE THE VMBACKUP DATA WILL REMAIN ON OUR
SERVERS.  We have no responsibility to
retain data from terminated subscriptions. 
I will make sure no data is purged before Friday.
 Regards,
 
[redacted]
CEO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]