DigitalOcean Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
My complaint was how the situation was handled from start to finishAnd the policies in place to power off a clients serverStrictly from a customer service perspectiveIncluding the fact that these notices were sent to collect an outstanding balance of approximately $The epicenter of this complain orginates from Digital Ocean suspending my server.*** failed to mentioned a few things in his responseMost importantly that I am a good customer, I do not abuse their servers or infrastructureAnd I have been a regular paying client for nearly months or almost two yearsWhich is why I believe Digital Ocean handled this so inappropriately.PART ONE - WHY THE INVOICE WAS NOT PAIDa) not notice was sent indicating my server would be powered off, just notices about trival amounts owing beteen $- $20***- messages received in order from the *** of Dec.- besides the comical message joking that they deactivated the server, "Oh no! Your servers were powered off for non-payment =[" a prime example of the professionalism at DigitalOceanI have never seen this from a professional datacenter to date and I doubt I will ever see something like this again.b) sample of message sent***Thoughts - *** attempts to explain how 19+ identical emails are considered (communication) and that the volume of notices alone is to refer to urgencyRather than a clearly worded email covering key points.action - send payment - end of emailwhat - currently outstandingWhen - not specified

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Hi ***,I am trying to understand why this could not be relayed using a ticketI am more then happy to provide proof that I do in-fact only own one accountI am also wondering which account was in violation, but I am almost sure it was a single TS droplet most of the timeIs this your reply to someone actually using the credit? Properly.Thanks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I do not think I have a confusion about Digital Ocean Inc.'s businessIn their reponse, they did not mention that they are hosting *** web siteI know that *** is a domain name sellerAlready contacted them via email and phoneThey do not accept online complaints and they only want me to bid to purchase ***I plan to report their unethical business practice to FTCIn anyways, I want to know if Digital Ocean Inc is willing to contact *** for me or relay my message to themFYI, I made complaints to Digital Ocean Incbased on the following info:
*** *** * ***
*** ***
*** ***
*** ***
*** *** ***
*** *** ***
*** *** *** *** ***
*** *** *** *** ***
*** ***
*** ***
*** ***
*** *** *** ***
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
* ***

Hello,
Sorry to hear your website was hijacked by another partyWe are definitely here to help but we need to be able to connect you to your account (in a way that does not publicly share your information)Can you please open a ticket with us on your account?
We have a response time
around minutes so you should hear back from us rather quickly, if you do open a ticket.Best,
Thomas E***
DigitalOcean Platform Support Manager

Hi there, My name is ***, and I'm the *** ** *** at DigitalOcean.com, a simple cloud hosting solution built for developers. Based on the complaint made, it sounds like the customer is referring to a different companyWe have received no such communications from
***Furthermore, [email protected] is not a registered customer with DigitalOcean.com. Also, we do not have a program in which we provide *** Gift Cards. I've attached screenshots of our website, as well as a screenshot of what it looks like when logged into your DigitalOcean.com account. If there are any questions, please let us know. Thank you,***

Hi, This is***, *** of customer support here at DigitalOcean. In this particular case the customer had his servers powered off for failing to pay for services that were already provided. The original email that we received from the customer was a complaint that we powered off his serversWe responded and indicated that between December*, and January**, we sent approximately notices (see attachments) notifying him of non-payment, and a message to indicate that we would terminate his server soon if payment was not received a full days before (on January**, 2015) any account action was takenPer our policy for non-payment, on January**, we powered off the server of a customer who did not pay their outstanding bill. As an infrastructure provider we're unable to provide free service to customersWe must receive revenue for services rendered. We have made the suggestion to the customer that he should add a credit card to his account as a safety netThis will ensure that as a business we receive payment for services already rendered if there are no *** funds on the account. I understand that the complaint was how front end customer service representatives treat clients, however I do not see a request for any further specifics than have been provided. -***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
[redacted], what is your fascination with questions. I clearly outlined that this case was complete and considered unresolved.// Revdex.com Complaint Closed, unresolved// Client does not wish to continue wasting time with business that is concludedIn order for the Revdex.com to appropriately process your response, you MUST answer the question above. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Hello,
We highly recommend that you reach out to legal counsel for your concerns about this site compiling public record information about you. They can help you pursue any court orders that we would then be able to use to put an injunction on their server. Short of that court order, we will not be able to remove a server for providing access to public information. Again, please seek legal counsel.
I would further note that we do not provide private interactions between our customers and ourselves. Therefore, we are not able to post on Revdex.com or provide to you those correspondence.
Further, we do not remove or alter information or data on a customer's server. Each customer has autonomous control of the data on their server. In cases where the customer has violated the law or our T&C, we can and will take action such as powering down their server or removing their server altogether.
Again, it is not a pleasant situation to see your public information compiled in one place and displayed easily but that does not necessarily mean that a violation of law has taken place. We recommend that you seek legal counsel to help further your complaint and this will be our continuing recommendation.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
My complaint was how the situation was handled from start to finish. And the policies in place to power off a clients server. Strictly from a customer service perspective. Including the fact that these notices were sent to collect an outstanding balance of approximately $15. The epicenter of this complain orginates from Digital Ocean suspending my server.[redacted] failed to mentioned a few things in his response. Most importantly that I am a good customer, I do not abuse their servers or infrastructure. And I have been a regular paying client for nearly 19 months or almost two years. Which is why I believe Digital Ocean handled this so inappropriately.PART ONE - WHY THE INVOICE WAS NOT PAIDa) not notice was sent indicating my server would be powered off, just notices about trival amounts owing beteen $5 - $20[redacted]- messages received in order from the [redacted] of Dec.- besides the comical message joking that they deactivated the server, "Oh no! Your servers were powered off for non-payment =[" a prime example of the professionalism at DigitalOcean. I have never seen this from a professional datacenter to date and I doubt I will ever see something like this again.b) sample of message sent[redacted]Thoughts - [redacted] attempts to explain how 19+ identical emails are considered (communication) and that the volume of notices alone is to refer to urgency. Rather than a clearly worded email covering key points.action - send payment - end of emailwhat - currently outstandingWhen - not specified <- key, it just appears as a notice and nothing moreWhy - not specified <- key, none, you just have an outstanding balancevalue time - no <- no indication that they care if this is paidfailsafe - none <- [redacted], kept saying they power off servers to force a client to respond, yet no where in the 19+ notices do they have anything in their message requesting a client to actually respondc) my example message[redacted]Thoughtsaction - Please pay - direct, upfront, clearwhat - outstandingWhen - immediately / todayWhy - downtime - result of outstanding balancevalue time - yes - value clientfailsafe - yes - responseBased on the above, I have enough detail from the subject line alone to take action and pay the outstanding balance. Thus resulting in less notices like the one sent above, less downtime for accounts owing a meager amount of money, and less unhappy clients.Instead of having me do their job for them. Perhaps they should have put some effort into their process / policy for outstanding balances rather than just spamming clients with a generic noticePART TWO - HOW CUSTOMER SERVICE HANDLED THE CASEa) customer service examples of response[redacted]This entire sentence is unprofessional.  - potential for data issues (lost data, corrupt data) - such extreme cases (owing an outstanding balance of $16, while being a paying client for 19+ months) - when this was referred to as an Extreme Case I opened this Revdex.com caseb) numerous messages from support staff stuck on repeat - much like the 19+ notices sent that appear as nothing more than "Your outstanding balance is $14.83." No thought was put into any of the above. Each reply was nearly identical to the rest and entirely focused on policies.In the end [redacted] offered me a $25 credit which seems ironic considering. The part that I find interesting is that this all occurred over a trivial amount of money, approximately $16 causing, poorly worded harassing notices (19 identical notices every 2 days), yanking the power cable from the server to get a response (customer services response), and hours of back and forth responses about policies (on repeat).As my time as client at Digital Ocean I paid $600+ USD and I did not abuse the server or infrastructure at Digital Ocean. However, I certainly feel abused as a client. It should be clear by now that someone at Digial Ocean should have invested their time to figure this out. Instead of relying on a client.I own numerous websites, each receives well over a million visitors per month. I own numerous servers, I rent numerous servers, and I work with datacenters all over the world. In the past I've considered migrating additional projects to DigitalOcean but I always end up going elsewhere due to experiences like the one above. Plus this is not the first time I've wasted the better part of day dealing with your company about nonsense. I run a professional business and the companies I work with provide professional products and professional service. Obviously if I harassed one of my clients every second or third day for a trivial amount of money, I know I would ultimately lose that client. Which is what just happened right now.[redacted], I must say I find it particularly saddening that I am essentially doing your job here. None of the above would have happened had you fulfilled your role as the [redacted] of Customer Service.As I said in my closing email I no longer wish to do business with DigitalOcean. My server will be powered down within a day and I will notify you to close the account.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Hi [redacted],I'm sorry that you had a negative experience with trying to obtain a refund and felt like this was your only avenue to obtain a refund. I see that we received this complaint on April ** and we successfully refunded you on April ** based on the discussion in your...

support ticket with our team. Did you receive that message from our team? I also took a look into your account history, and I do see the email exchange between you and our team. Based on the way that we bill, in order to not be charged again in the future you need to fully destroy all servers. I see that it took between April * and April ** to receive this confirmation from you, and upon receiving it, our team issued a full refund and added credits to cover the additional invoice amount accumulated on your account. At this time your account has a $0 balance and a refund has been issued. Based on your original refund request, and this Revdex.com complaint, I feel that we've responded to all of your requests. If this is inaccurate, or if you have outstanding questions please let us know. Thank you,[redacted]DigitalOcean, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
[redacted], what is your fascination with questions. I clearly outlined that this case was complete and considered unresolved.// Revdex.com Complaint Closed, unresolved// Client does not wish to continue wasting time with business that is concludedIn order for the Revdex.com to appropriately process your response, you MUST answer the question above. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Hi, This is [redacted] of customer support here at DigitalOcean. In this particular case the customer had his servers powered off for failing to pay for services that were already provided. The original email that we received from the customer was a...

complaint that we powered off his servers. We responded and indicated that between December *, 2014 and January **, 2015 we sent approximately 19 notices (see attachments) notifying him of non-payment, and a message to indicate that we would terminate his server soon if payment was not received a full 4 days before (on January **, 2015) any account action was taken. Per our policy for non-payment, on January **, 2015 we powered off the server of a customer who did not pay their outstanding bill. As an infrastructure provider we're unable to provide free service to customers. We must receive revenue for services rendered. We have made the suggestion to the customer that he should add a credit card to his account as a safety net. This will ensure that as a business we receive payment for services already rendered if there are no [redacted] funds on the account. I understand that the complaint was how front end customer service representatives treat clients, however I do not see a request for any further specifics than have been provided. -[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 they did not resolve the problem of my account, and credit back
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi,It was determined that this customer had multiple accounts on our platform, which violates our terms. Additionally, on the customer's second account it was determined that they were hosting material and taking actions that violate our terms. Therefore, we made the determination not to...

offer service to this customer. The $100 in question was a free credit that we are offering to verified users via a partnership, and this was not money paid by the customer. If there are any follow up questions, please let us know. Thank you,[redacted]
[redacted], DigitalOcean Support

Digital Ocean is the worst Web host I've ever comes across in my life. The company advertises its "rules of conduct" for customers is to "agree" they will "not" transmit, distribute, post, store, link, or otherwise traffic in Content, information, software, or materials on or through the Service that (i) is unlawful, threatening, abusive, harassing, defamatory, libelous, deceptive, fraudulent, invasive of another's privacy, tortious, offensive. However, the company is allowing its customer Chris P[redacted], owner of [redacted] to publish defamatory, abusive, threatening, offensive, fraudulent, libelous, and deceptive information about me, my company, my family, my customers, and my business partners. Over the last six weeks I called Digital Ocean multiple times, sent numerous emails, and even visited the company in person and spoke with the COO. I provided them examples of over 150 acts of violations of their so-called TOS. They are allowing there customer to steal and republish copyrighted material, and write racists, cyberstalking content about Jews and other minorities.

Hi **,Thanks for reaching out. I'll do my best to explain things. First and foremost, your account is unlocked. I have however removed the $100 credit. Allow me to explain the steps that we took and why this is the correct procedure. The $100 credit that you added...

to your account is through the GitHub Student Developer package. The goal of the program is to provide current students with credit so that they can learn, host and use DigitalOcean's services while they're still learning and in school. I can see from your email address that you certainly do have a .edu email address, however it's an [redacted] email address. We asked for a copy of copy of your valid student id and proof of enrollment. Neither were provided, and thus we've determined that you're not eligible for this promotion. I'm sorry if this disappoints you. We took the action to lock your account because of the fraudulent signals that we received from your sign up and payment information. There are many customers who signup with DigitalOcean with other's credit cards and we were taking steps to prevent what we felt like might be a future chargeback. Just three days you've replied back to us and proved that you are who you say you are and thus your account is unlocked. It's also extremely abnormal for customers to come back to us 3+ months after initially opening a ticket. In this case, all of these signals were certainly a false positive and I'll make sure to look into your ticket further to see if we can train our team on additional identifiers. Since we have taken the step to provide you access to our service I believe that we have fulfilled your request. If not, please do let us know what you're expecting and I'll follow up with you. Thank you,[redacted]

Hi[redacted], I apologize that you didn't receive the email. Since there is no question listed, there is not anything else to respond to. Thank you,[redacted]

Hello,
 
First off, I know this is frustrating so I'll provide both context and next steps for you on this privacy matter.
In your letter, you mentioned that you had called us, left a voicemail, and emailed. However, we do not have phone line--as we are an online...

company--and there is no history in any part of our system--not email nor even [redacted] or [redacted]) with any contact from you on any matter. Therefore, it sounds like you might have perhaps got us confused with a different company. It happens and I can help from here.The next step for you is to try to get in touch with the website directly. You can do this by looking up their WHOIS which happens to be from [redacted] (not us). You can find that information here: [redacted]
In the future, if you do have any concerns about abuse on the DigitalOcean platform, we have an abuse form directly on our website that you can use. Here is the link to help: h[redacted]
Using the above form will make sure that we receive and reply to your case. After all, we are here to help and I hope this gets you pointed in the right direction.
Best,
Thomas
[redacted]

Hi [redacted] I apologize that you didn't receive the email. Since there is no question listed, there is not anything else to respond to. Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 Hi [redacted],I understand that your fraud filter I am guessing detected logins from the same IP. My friend frequently stays at my house. Although I cannot say for sure what was on this account, my friend believes he had one droplet hosting a single TS serve. While the other account being mine, I can accurately say I had two teamspeaks and a single web server. Are you able to clarify which part of the terms were broken? I was really enjoying learning Ubuntu. I am disappointed due to the fact I am unable to dispute claims, considering I was breaking no terms.Thanks.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]