Fibernet Corporation

Complaint: [redacted] I am rejecting this response because:Too little, far too lateWhile this incident us closed in my files, it is open in files of several federal agencies, and I'm afraid those agencies have only just begunPerhaps in the future, if they are still able to conduct business, they will think carefully about harassing and abusing their customers, especially in matters of violating state and federal laws Sincerely, [redacted] ***

Complaint: ***
I am rejecting this response because:Too little, far too lateWhile this incident us closed in my files, it is open in files of several federal agencies, and I'm afraid those agencies have only just begun. Perhaps in the future, if they are still able to conduct business, they will think carefully about harassing and abusing their customers, especially in matters of violating state and federal laws
Sincerely,
*** ***

Revdex.com:
Though tickets may have been made before these latest ones - they did not come to my inboxThere must nave been a glitchThe fee for $will be paid todayHowever, I ask the courtesy that the account be closed afterward
Sincerely,
*** ***

Thank you for the additional opportunity to respond I have listened to a couple of the recorded phone calls with our customer support people and Mr***, which I have attached Despite Mr*** being very upset with our people and customer support remaining calm, I absolutely feel like I understand why he was frustrated Customer support was so focused on following their procedures, which are important for the safety and security of our customers, but we did not stop to try to make him feel like we cared how he felt We could have done that and still followed our security procedures.We are, of course, disappointed that Mr*** does not want to discuss the matter further, but I respect his wishes and I offer my personal apologies We strive to be the best at what we do and appreciate his constructive criticism I am uncertain as to what action he is or has taken with other "authorities." I cannot think of anything that he might be referring to His card was refunded and his account was cancelled withing one day of signing up.As I understand the situation, he signed up in our online shopping cart for a virtual hosting service on 3/21/and paid for a year in advance for $using a credit card Due to rampant fraud on the Internet using stolen credit card, we followed our fraud prevention procedure to contact Mr*** by phone and then seek confirmation from him that he was who he said he was and that the credit card used was his This procedure, although difficult and expensive, is modeled after those most commonly used in our industryCustomer Support completed this process and the credit card that he gave us was then charged the following day on 3/22/ During that time and after, there were several phone calls and chat conversations that are the source of Mr***'s frustration, and again, for which I am offering my personal apology Customer Support decided that the best resolution to the matter was to cancel Mr***'s account and refund the charges back to his credit card which was that same day 3/22/ Mr*** was so frustrated with customer support that he was yelling and and using personal insults and profanity with them, that customer support actually hung up on Mr*** at least twice that I know of and asked him to not call back I would like to think that Mr*** is normally easy to work with and that the conversation could have been more amicable if we had stopped to acknowledge his frustration with our fraud policy Again, I offer my apologies that we were not able to do that with him

Thank you for the opportunity to respond.April 13, 2018Mr***, Nethosting regrets that we were unable to resolve your concerns in a manner that you felt was fair and ethical. It is always our mission to keep our customers happy and to be honest as a companyI know that you feel we have
failed you and for that I am truly sorry. Even now, we would still love to earn back your businessFrom your correspondence with us, I believe you are not interested, but I want you to know that that is my goal anywayYou have been a client since so I wondered what has happened.The contract side of this is clear that you did agree to automated chargesBut I am understanding you feel that we agreed to not follow the contract. Is that accurate?Also, I could not find an instance where we agreed to handle the payments in the way you have suggested. Would you tell me when you know the Nethosting agent did agree to this? I reviewed the documentation on your account for the last three years in detail. In those three years, you had a similar payment related problem at least times that I could find. In those cases, Nethosting employees specifically told you that they could not accommodate your request. Specifically, in those cases, you had a similar financial problem and you asked Nethosting to refund you the money and wait for payment. As far as I was able to read, Nethosting never refunded you but did remind you that you could control the automated payments from the Nethosting.com login by removing your payment method and or deleted payment methods for you. As far as I could tell you never logged in, of course, it would also have been a problem, as services would have been inactivated and cancelled if payment was not received. In at least one case, your lack of payment resulted in a domain expiring, but then you provided another credit card to an agent over the phone in order to repurchase the domain. We thank you for your input and look forward to your response.Sincerely, J*** L*** CFO

Thank you for the opportunity to respond.April 13, 2018Mr***, Nethosting regrets that we were unable to resolve your concerns in a manner that you felt was fair and ethical. It is always our mission to keep our customers happy and to be honest as a companyI know that you feel we have
failed you and for that I am truly sorry. Even now, we would still love to earn back your businessFrom your correspondence with us, I believe you are not interested, but I want you to know that that is my goal anywayYou have been a client since so I wondered what has happened.The contract side of this is clear that you did agree to automated chargesBut I am understanding you feel that we agreed to not follow the contract. Is that accurate?Also, I could not find an instance where we agreed to handle the payments in the way you have suggested. Would you tell me when you know the Nethosting agent did agree to this? I reviewed the documentation on your account for the last three years in detail. In those three years, you had a similar payment related problem at least times that I could find. In those cases, Nethosting employees specifically told you that they could not accommodate your request. Specifically, in those cases, you had a similar financial problem and you asked Nethosting to refund you the money and wait for payment. As far as I was able to read, Nethosting never refunded you but did remind you that you could control the automated payments from the Nethosting.com login by removing your payment method and or deleted payment methods for you. As far as I could tell you never logged in, of course, it would also have been a problem, as services would have been inactivated and cancelled if payment was not received. In at least one case, your lack of payment resulted in a domain expiring, but then you provided another credit card to an agent over the phone in order to repurchase the domain. We thank you for your input and look forward to your response.Sincerely, J*** L*** CFO

We appreciate the opportunity to resolve this issue further as my review of the communication between Fibernet and Mr*** is deeply troubling I have not yet had the opportunity to listen to the calls but understand them to contain a very concerning dialog between us Mr***'s last
communication with us looks to have been after contacting the Revdex.com and so we are uncertain what Mr*** may expect regarding his request at the end of his complaint I would love to take over the communication with him if he desires further resolution of any of the three requests.Generally, I believe that part of the break down in communication began as Mr*** signed up for his service online and then began speaking to our people via chat and later other methods We have a security policy which require us to ask certain questions to validate who we are speaking to and to begin providing services Although Mr*** believes he complied with these policies, it is clear from the chat transcript that at first he did not That process frustrated him and communication seemed to go down hill from there We would love to resolve this issue but hopefully without the toxic communication that has already taken place This difficult experience is unique with our team as we usually have very positive feedback I am including the transcript of the tickets and Chats and will happily include more of the documentation, including recordings of the calls, if Mr*** does still desire further resolution.We thank you for the continued opportunity to resolve his concerns

We appreciate the opportunity to resolve this issue further as my review of the communication between Fibernet and Mr*** is deeply troubling I have not yet had the opportunity to listen to the calls but understand them to contain a very concerning dialog between us Mr***'s last
communication with us looks to have been after contacting the Revdex.com and so we are uncertain what Mr*** may expect regarding his request at the end of his complaint I would love to take over the communication with him if he desires further resolution of any of the three requests.Generally, I believe that part of the break down in communication began as Mr*** signed up for his service online and then began speaking to our people via chat and later other methods We have a security policy which require us to ask certain questions to validate who we are speaking to and to begin providing services Although Mr*** believes he complied with these policies, it is clear from the chat transcript that at first he did not That process frustrated him and communication seemed to go down hill from there We would love to resolve this issue but hopefully without the toxic communication that has already taken place This difficult experience is unique with our team as we usually have very positive feedback I am including the transcript of the tickets and Chats and will happily include more of the documentation, including recordings of the calls, if Mr*** does still desire further resolution.We thank you for the continued opportunity to resolve his concerns

Revdex.com:
Though tickets may have been made before these latest ones - they did not come to my inboxThere must nave been a glitchThe fee for $will be paid todayHowever, I ask the courtesy that the account be closed afterward
Sincerely,
*** ***

Thank you for the additional opportunity to respond? I have listened to a couple of the recorded phone calls with our customer support people and Mr***, which I have attached? Despite Mr*** being very upset with our people and customer support remaining calm, I absolutely feel like I understand why he was frustrated? Customer support was so focused on following their procedures, which are important for the safety and security of our customers, but we did not stop to try to make him feel like we cared how he felt? We could have done that and still followed our security procedures.We are, of course, disappointed that Mr*** does not want to discuss the matter further, but I respect his wishes and I offer my personal apologies? We strive to be the best at what we do and appreciate his constructive criticism? I am uncertain as to what action he is or has taken with other "authorities." ? I cannot think of anything that he might be referring to? His card was refunded and his account was cancelled withing one day of signing up.As I understand the situation, he signed up in our online shopping cart for a virtual hosting service on 3/21/and paid for a year in advance for $using a credit card? Due to rampant fraud on the Internet using stolen credit card, we followed our fraud prevention procedure to contact Mr*** by phone and then seek confirmation from him that he was who he said he was and that the credit card used was his? This procedure, although difficult and expensive, is modeled after those most commonly used in our industryCustomer Support completed this process and the credit card that he gave us was then charged the following day on 3/22/? During that time and after, there were several phone calls and chat conversations that are the source of Mr***'s frustration, and again, for which I am offering my personal apology? Customer Support decided that the best resolution to the matter was to cancel Mr***'s account and refund the charges back to his credit card which was that same day 3/22/? Mr*** was so frustrated with customer support that he was yelling and and using personal insults and profanity with them, that customer support actually hung up on Mr*** at least twice that I know of and asked him to not call back? I would like to think that Mr*** is normally easy to work with and that the conversation could have been more amicable if we had stopped to acknowledge his frustration with our fraud policy? Again, I offer my apologies that we were not able to do that with him.? ?

First and foremost it is our desire to work with and take care of our customers and deliver great valueUnfortunately, it is sometimes necessary to pursue a collections process in the event we have delivered that value (under contract) and have not been paid for our services.We would be pleased to
communicate directly with *** and work towards an appropriate agreement.I suspect that, due to the extended time-frame of the disputed charges, some of the details have been lostI will enumerate our communication attempts to refresh everyone's memory: Contact Method Date Notes Customer Support Ticket Thursday, January 19, Ticket *** notifying our intent to submit to a debt collection service Notification Email Friday, January 20, Notified primary and billing contacts that a payment is dueSent to [email protected] Notification Email Thursday, May 14, Requested feedback from *** *** for Ticket # Notification Email Friday, May 1, Notified primary and billing contacts of a statement amount due via email to [email protected] Notification Email Wednesday, April 15, Notified primary and billing contacts of a statement amount due via email to [email protected] Customer Support Ticket Friday, April 3, Ticket *** Opened to communicate with *** regarding a "Failed Payment." *** responded with "Thank you for the notifications but the method or payment expired and was not renewed due to the fact that the project involved with this hosting is no longer in effectI appreciate the company's diligence though." However, she had already received the service for which she no longer wished to pay Notification Email Wednesday, April 1, Notified primary and billing contacts of a statement amount due via email to [email protected] Notification Email Monday, March 16, Notified primary and billing contacts of account inactivations due to non-payment via email to [email protected] Notification Email Sunday, March 15, Notified primary and billing contacts of failed payment via email to [email protected] Notification Email Sunday, March 1, Notified primary and billing contacts of failed payment via email to [email protected] Feedback Email Friday, June 6, Requested feedback from *** *** for Ticket # ? We are only seeking for payment for the services she contracted for and that she usedYou can see from this documentation that we have communicated regularly and that we are only hoping to be fair and reasonable.Again, we would appreciate any opportunity toward this out

First and foremost it is our desire to work with and take care of our customers and deliver great value. Unfortunately, it is sometimes necessary to pursue a collections process in the event we have delivered that value (under contract) and have not been paid for our services.We would be pleased to...

communicate directly with [redacted] and work towards an appropriate agreement.I suspect that, due to the extended time-frame of the disputed charges, some of the details have been lost. I will enumerate our communication attempts to refresh everyone's memory: Contact Method Date Notes Customer Support Ticket Thursday, January 19, 2017 Ticket [redacted] notifying our intent to submit to a debt collection service Notification Email Friday, January 20, 2017 Notified primary and billing contacts that a payment is due. Sent to [email protected]. Notification Email Thursday, May 14, 2015 Requested feedback from [redacted] for Ticket #137354 Notification Email Friday, May 1, 2015 Notified primary and billing contacts of a statement amount due via email to [email protected] Notification Email Wednesday, April 15, 2015 Notified primary and billing contacts of a statement amount due via email to [email protected] Customer Support Ticket Friday, April 3, 2015 Ticket [redacted] Opened to communicate with [redacted] regarding a "Failed Payment." [redacted] responded with "Thank you for the notifications but the method or payment expired and was not renewed due to the fact that the project involved with this hosting is no longer in effect. I appreciate the company's diligence though." However, she had already received the service for which she no longer wished to pay. Notification Email Wednesday, April 1, 2015 Notified primary and billing contacts of a statement amount due via email to [email protected] Notification Email Monday, March 16, 2015 Notified primary and billing contacts of account inactivations due to non-payment via email to [email protected] Notification Email Sunday, March 15, 2015 Notified primary and billing contacts of failed payment via email to [email protected] Notification Email Sunday, March 1, 2015 Notified primary and billing contacts of failed payment via email to [email protected] Feedback Email Friday, June 6, 2014 Requested feedback from [redacted] for Ticket #121214  We are only seeking for payment for the services she contracted for and that she used. You can see from this documentation that we have communicated regularly and that we are only hoping to be fair and reasonable.Again, we would appreciate any opportunity toward this out.

Complaint: [redacted]
I am rejecting this response because:Too little, far too late. While this incident us closed in my files, it is open in files of several federal agencies, and I'm afraid those agencies have only just begun. Perhaps in the future, if they are still able to conduct business, they will think carefully about harassing and abusing their customers, especially in matters of violating state and federal laws.
Sincerely,
[redacted]