Hello,The request for credit was provided months after the downtime To reiterate our Terms of Service:https://www.rackspace.com/information/legal/cloud/tos"Limitations on CreditsYou must request a credit via support ticket in the Rackspace portal within thirty (30)days following the occurrence of the event giving rise to the creditIf the claim is approved,the credit will be applied during the next billing cycle following approval." As stated in the desired settlement, in addition to the downtime, this customer is requesting that Rackspace pay for damages to their business As stated in our Terms of Service:"Limitations on Damagesneither of us (nor any of our Representatives) shall be liable to the other for:15.2.3: any loss of business or business opportunity" For the contractual reasons stated above, Rackspace cannot comply with the desired settlement
Rackspace received the initial complaint to [redacted] on January Our Anti-abuse team notified our customer of the complaint and the content was removed completely
Complaint: [redacted] I am rejecting this response because: [redacted] (the person mentioned in your response to be in contact with the account manager) is no longer with the company since early December, our other team member has been trying to reach out to Rackspace to confirm that the we have closed our accountWe called Rackspace customer service numerous times and were always advised that the account was closed.Please see below email regarding Final invoiceWe are still being billed under this accountIt is unacceptable that Rackspace customer service were not able to inform us of what's going on for a few months and giving us information that resulted in the process of closing the accounts being dragged on for so longFrom: [redacted] Sent: Friday, November 20, 3:PM To: ' [redacted] ' Subject: Rackspace Acct # [redacted] - Final Balance Due Hello ***, I have attached copies of your last three invoices on this Closed Account Please submit payment at your earliest convenience to clear the booksThank you and Regards, [redacted] Accounts Receivable Specialist | Rackspace [redacted] | Windcrest, TX | USA | Email: [redacted] [redacted] @rackspace.com I on the web: www.rackspace.com Office: [redacted] or 800-961-x Sign up for automatic payments (ACH or Credit card) at www.my.rackspace.com Regards, ***iel Joelson
Complaint: [redacted] I am rejecting this response because:There is no proof that I had anything to do with the bandwidth increase [redacted] said that she could show me proof but the other team member said you don't track thatHere is the correspondence.Oct 27, - 11:AM EDTHi ***I'm taking the matter to the Revdex.comI'm sure someone will contact me from Rackspace after I submit the complaint If we cannot come to a resolution from there, I will decide what action to take Just to be clear, my administrator never found what was causing the outgoing bandwidth problemWe don't know for a fact that it's even anything we could have controlled but that's a different conversation I'm sorry we could not come to an agreementHave a nice day [redacted] Oct 27, - 11:AM EDTHi [redacted] , I'm passing this ticket to our support team to document the log of IPs that were the cause to the high bandwidthThis will show the potential compromise or possible Ddos towards your serverSince this activity is not monitored by your current Service Level, it is the users responsibility to ensure the security of their server environmentTo monitor you environment and application closely, you may consider using one of our third party partners, New RelicTo secure your environment from Ddos or any other security breaches you may want to use CloudFlareHere's a link that you may reference to sign up for free: https://marketplace.rackspace.com/home Please note, I am still willing to provide the good faith offer for half the chargeUnfortunately, anything passed that amount will not be approvedRegards, [redacted] [redacted] Nov 3, - 9:AM ESTHey [redacted] ! Unfortunately we do not log IP addresses that are hitting the virtual interface of your serverThis is due to a couple of reasonsThe main ones being privacy of your data and if we were to log this - the amount of space these logs would take would be astronomicalI can however see your traffic in real time but (fortunately) it looks like you are not shooting out an excessive amount of trafficI am sorry I was not able to be of more assistance but please let me know if I can help in any other way! Regards, Kevin M Rackspace Infrastructure Support [redacted] Nov 5, - 10:AM ESTHi, We wanted to ensure that you are receiving our updatesPlease let us know if you have any questions or concerns Regards, Rackspace Cloud Account Management Nov 5, - 11:AM ESTI filed a complaint with the Revdex.comI was waiting for a response through that site but haven't heard from Rackspace since they requested my account number on the Revdex.com websiteI pay quite a bit more to host on Rackspace because I thought it had better customer service but given that there was no warning or anything sent to me when my bill was increasing drastically, I wish I would have gone with one of the cheaper companiesAll I want is a credit for the full amount to spend with you guys in the futureI'm not asking for a refund and I'm not trying to hurt your reputation on Revdex.comI just want to be treated fairlyIf this can be handled off of the Revdex.com website, that would be greatOtherwise, I think I'm supposed to be corresponding through the Revdex.com website so they can help me resolve this Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Rackspace first received notice of cancellation on October 16, for the termed Agreement account We acknowledged this cancellation in adherence to our 30-day notice Within the same ticket opened by the customer on October 16, 2015, Rackspace responded with the following:===Good morning ***,We truly would hate to see you leave after building such a great partnership so please let me know what else we can provide to assist in your efforts.I understand that you are looking to close your accountTo cancel your dedicated server ( [redacted] ), it contractually requires a day written noticeWe have scheduled this device to decommission on 11-14-15.Concerning your cloud accounts [redacted] and [redacted] , were you looking to cancel these accounts as well? We are prohibited from canceling on your behalf and it is important to note that you will continue to accrue charges until the account is completely cancelledThese services do not require a day notice and can be cancelled at your convenience.Cloud Account Cancellation Steps:Log in to your account at mycloud.rackspacecloud.com Once you have logged in, follow these steps: - click username (top right corner) - select Account Settings - scroll down to the bottom of the page - click "Cancel My Account" - complete the questionnaire - click SubmitAdditionally, I noticed that you have email boxes activeWere you looking to cancel the email services as well?If you could provide any information as to why you are discontinuing some or all of your services, we would greatly appreciate itWe are always looking for ways to improve as a company and better serve our customers.We are all about fanatical support to you, our customer, so any feedback that you can provide us is much appreciatedFeel free to give me a call with any questions, I can be reached directly at XXX-XXX-XXXX.Regards,===On October 29th Rackspace followed up with a voice message requesting clarity and confirmation on whether the Cloud & Email accounts were subject to this same cancellation request On November 4th, The same message was emailed to ' [redacted] ' < [redacted] >; ' [redacted] ' < [redacted] >; ' [redacted] ' < [redacted] > again, asking for confirmation on this cancellation without response.On November 9th, [redacted] had a conversation over the phone with the Account Manager confirming all services should be cancelled At this time, the Account Manager walked [redacted] through how to cancel the Cloud services through the Control Panel The Account Manager sent the following email as confirmation of the discussion:===From: [redacted] Sent: Monday, November 09, 12:PMTo: ' [redacted] ' < [redacted] >Subject: Cloud Account Cancellation StepsHi ***,Thank you for your time on the phone today.Here are the cloud account cancellation steps:Cloud Account Cancellation Steps:Log in to your account at mycloud.rackspacecloud.com Once you have logged in, follow these steps: - click username (top right corner) - select Account Settings - scroll down to the bottom of the page - click "Cancel My Account" - complete the questionnaire - click Submit===As Rackspace is contractually prohibited from destroying customer data, it is the responsibility of our customers to login to their own Control Panel, remove their data, and cancel their services As noted in the communication provided, Rackspace made it very clear on how to cancel these services
Rackspace bills our customer in arrears for bandwidth charges for the previous month This customer submitted his cancellation on June 6th This was after April/May invoice of $was charged and paidThe June 20th invoice was then charged in the amount of $2, The overages are for bandwidth utilized within the time period of April-June over the two invoicesBased on the history of the account and our experience in this field, the overages were likely a result of a system compromise Section of our Cloud Terms of Service state the following Limitations on credits: LimitationsYou are not entitled to a credit for a failure to meet a SLA which results from denial of service attacks, viruses or malware, hacking attempts, change which you effect or request which results in downtime or outages or interferes with our ability to provide the Services, deficiencies, bugs or errors in your application, application code, data structures, system software, operating system, or any vendor supplied patches or any other circumstances that are not within our control Additionally, Section outlines that our customers must request a credit via support ticket in the Rackspace portal within thirty days following the occurrence of the event giving rise to the creditI have no record of Mr [redacted] requesting a credit through the means listed out in the Agreement
Our customers are responsible for all activity on their environmentWe make no commitment to provide any services other than the Services purchased by the customer As noted in Section of the Global Service Agreement [redacted] Rackspace is not responsible to customers or any third party for unauthorized access to your Customer Data or for unauthorized use of the Services that is not solely caused by Rackspace’s failure to meet its security obligations in Section (Security)Additionally, our Cloud Terms of Service [redacted] has the following limitation on credits: Limitations.You are not entitled to a credit for a failure to meet a SLA which results from denial of service attacks, viruses or malware, hacking attempts, change which you effect or request which results in downtime or outages or interferes with our ability to provide the Services, deficiencies, bugs or errors in your application, application code, data structures, system software, operating system, or any vendor supplied patches or any other circumstances that are not within our control.I confirmed that Mr [redacted] requested a credit through the ticketing system and received the same information from the Account Management team This traffic was determined to be malicious and Mr [redacted] took steps necessary to prevent further abuse of his environment, he should not see an increased invoice next month
Complaint: [redacted] I am rejecting this response because: first of all your response is not even correct or pertaining to my situation because I did not use any hosting following the closure of my accountI used only the exact amount I paid forAll payments were made in advance from the day I opened the accountThe problem is that Rackspace now wants to refer to the first month as a "fee" that does not count at all toward a month of hostingI certainly was not ever aware of this policy and have no documentation provided to me at the time I signed up of this policyEven Rackspace is unable to provide my invoices during these months but I have all the proof through my bank recordsMy billing was exactly per month for hosting I paid this exact amount for each and every month that I was a hosting customer However, now Rackspace is claiming that the first month of payment DOES NOT COUNT AS PAYMENT FOR A MONTH OF HOSTINGBuyer beware of thisI would not have signed up with a company that was going to charge me an extra month when I closed the accountIn fact I signed up with Rackspace with high expectations and stayed on for over years.No resources were used as of the day I closed the accountI removed all files before I closed the accountI've also been a very good customer for two full years at a rate to times higher than other hosting companies for the same productWhen I received the first notices of billing after my account, I assumed it was an obvious mistakeI attempted to email the companyThen they sent this to a collection agency and I let the collection agency that this was a mistake He emailed me back and forthFinally I phoned Rackspace several times attempting to get help for this matter It's been a huge inconvenienceIt's left a very bad impression I've used hosting companies for years so farNo other hosting company I've used - [redacted] ***, [redacted] , and many others - has ever had this method of taking advantage of customers by calling the first month of billing a "fee" that does not count to pay a month of hosting This fee is $which is the exact amount of a full month of hostingObviously we're not going to come to any agreementI will never recommend Rackspace Regards, [redacted]
Our customer submitted a ticket and had a chat with our support team regarding this matter The following was sent to the customer in response to this query ==========I see that you are disputing charges incurred for server "eblive" since March 2015-Jan After reviewing the account, we are unable to fulfill a credit due to the following:(1) A ticket notification was sent to you in October that explains the reason for shutdown and what you need to do in order to re-establish connection or shutdown in order to cease billing You can view this ticket within your control panel: [redacted] (2)Per our terms of service:https://www.rackspace.com/information/legal/cloud/tos"Limitations on CreditsYou must request a credit via support ticket in the Rackspace portal within thirty (30)days following the occurrence of the event giving rise to the creditIf the claim is approved,the credit will be applied during the next billing cycle following approval."Please let us know if you have any other questions.Regards,Rackspace Cloud Account Manager =================== The ticket was closed without additional comments by the customer
Hello, I've reviewed this customer's account for tickets and see that there are no requests for credit in the ticketing system. Under section of the Cloud Terms of Service, we have a process, including explanation of limitations, for customers to follow regarding credits to their
account.*** Limitations.You are not entitled to a credit for a failure to meet a SLA which results from denial of service attacks, viruses or malware, hacking attempts, change which you effect or request which results in downtime or outages or interferes with our ability to provide the Services, deficiencies, bugs or errors in your application, application code, data structures, system software, operating system, or any vendor supplied patches or any other circumstances that are not within our control.3.5.3Requests.You must request a credit via support ticket in the Rackspace portal within thirty days following the occurrence of the event giving rise to the creditIf the claim is approved, the credit will be applied during the next billing cycle following approvalYou must show that your use of the Service to which the applicable SLA applies was adversely affected in some way as a result of the downtime or outage to be eligible for the creditFor the purpose of determining whether a credit is due, time periods will be measured from the time stamp generated by our ticket system, the time an interruption is recorded in our monitoring system, until network availability is restored or the affected device is powered back on, as applicableYou may open a support ticket to document the start time for a support request or other incident, or if you contact us by telephone to request support, we will open a ticketIf you contact us by phone, there may be a delay between the time of the call and the time we open a ticket. Thank you
Rackspace bills in arrears as a utility does. Customers pay for what is actually used, therefore a bill for the previous month's usage is applied monthly. In the termination ticket, Rackspace informed our customer of the following, "In the event you have incurred usage from your last
invoice date to the date of product deletion, the account will be invoiced for usage on your next scheduled invoicing date." The usage was calculated and invoiced as per our Terms and Conditions. Therefore, the bill that came in June for the services rendered before close of account was not paidInvoice (***) is for the account balance remaining of $
Hello, When signing up for services online, there is a requirement for mailboxes. (screenshot attached) If you only require one mailbox, we have an offering for Microsoft Exchange for $per Mailbox Per Month. Another option if a customer has a cloud server is to run
email off that cloud server at no additional cost. Thank you
Complaint: ***
I am rejecting this response because:Rackspace failed to inform me about downtimeI do not get their ticket updates all the time, I was getting them only after they fixed a problem in Jan or Feb Even in March and April timeframe, I do not get their ticket updatesI get only their messages on the invoices.A business charging customers without properly providing customer support in case of issues is the problem that I am trying to resolve here! It cannot be one sided where a business charges and has terms/conditions but customer doesn't have a right to fight about the unfair practices! Their customer support does not address the problem properlyto give an example - when we call it gets noted and a ticket is updated on their endAs a customer we do not get any notification, we are expected to login to their portal and see what is going on
Regards,
*** ***
Upon initial receipt of this Revdex.com complaint, Rackspace reviewed the ticket history of this account to gain additional information. It was found that Mr** had two open tickets and was actively working with our technical support teams as well as an Account Manager for resolution of this
complaint. Mr ** is continuing to receive support to identify the source of the traffic and compute overages. In another ticket, Mr** agreed to a good faith credit which the details are located in his *** portal in ticket ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***They have not addressed my claim per se, but have given me information that will lead to a resolution
Regards,
*** ***
Hello,The request for credit was provided 9 months after the downtime. To reiterate our Terms of Service:https://www.rackspace.com/information/legal/cloud/tos"6.4 Limitations on Credits.6.4.5 You must request a credit via support ticket in the Rackspace portal within thirty (30)days following the occurrence of the event giving rise to the credit. If the claim is approved,the credit will be applied during the next billing cycle following approval." As stated in the desired settlement, in addition to the downtime, this customer is requesting that Rackspace pay for damages to their business. As stated in our Terms of Service:"15. Limitations on Damages15.2 neither of us (nor any of our Representatives) shall be liable to the other for:15.2.3: any loss of business or business opportunity" For the contractual reasons stated above, Rackspace cannot comply with the desired settlement.
Complaint: [redacted]
My account number is [redacted]I can see that my cost hasn't exceeded my rate minimum yet for the next billing cycle. I just wanted to mention that as I wasn't sure when I wrote the complaint. I'm not concerned about next billing cycle.
Regards,
[redacted]
Hello,The request for credit was provided months after the downtime To reiterate our Terms of Service:https://www.rackspace.com/information/legal/cloud/tos"Limitations on CreditsYou must request a credit via support ticket in the Rackspace portal within thirty (30)days following the occurrence of the event giving rise to the creditIf the claim is approved,the credit will be applied during the next billing cycle following approval." As stated in the desired settlement, in addition to the downtime, this customer is requesting that Rackspace pay for damages to their business As stated in our Terms of Service:"Limitations on Damagesneither of us (nor any of our Representatives) shall be liable to the other for:15.2.3: any loss of business or business opportunity" For the contractual reasons stated above, Rackspace cannot comply with the desired settlement
Rackspace received the initial complaint to [redacted] on January Our Anti-abuse team notified our customer of the complaint and the content was removed completely
Complaint: [redacted] I am rejecting this response because: [redacted] (the person mentioned in your response to be in contact with the account manager) is no longer with the company since early December, our other team member has been trying to reach out to Rackspace to confirm that the we have closed our accountWe called Rackspace customer service numerous times and were always advised that the account was closed.Please see below email regarding Final invoiceWe are still being billed under this accountIt is unacceptable that Rackspace customer service were not able to inform us of what's going on for a few months and giving us information that resulted in the process of closing the accounts being dragged on for so longFrom: [redacted] Sent: Friday, November 20, 3:PM To: ' [redacted] ' Subject: Rackspace Acct # [redacted] - Final Balance Due Hello ***, I have attached copies of your last three invoices on this Closed Account Please submit payment at your earliest convenience to clear the booksThank you and Regards, [redacted] Accounts Receivable Specialist | Rackspace [redacted] | Windcrest, TX | USA | Email: [redacted] [redacted] @rackspace.com I on the web: www.rackspace.com Office: [redacted] or 800-961-x Sign up for automatic payments (ACH or Credit card) at www.my.rackspace.com Regards, ***iel Joelson
Complaint: [redacted] I am rejecting this response because:There is no proof that I had anything to do with the bandwidth increase [redacted] said that she could show me proof but the other team member said you don't track thatHere is the correspondence.Oct 27, - 11:AM EDTHi ***I'm taking the matter to the Revdex.comI'm sure someone will contact me from Rackspace after I submit the complaint If we cannot come to a resolution from there, I will decide what action to take Just to be clear, my administrator never found what was causing the outgoing bandwidth problemWe don't know for a fact that it's even anything we could have controlled but that's a different conversation I'm sorry we could not come to an agreementHave a nice day [redacted] Oct 27, - 11:AM EDTHi [redacted] , I'm passing this ticket to our support team to document the log of IPs that were the cause to the high bandwidthThis will show the potential compromise or possible Ddos towards your serverSince this activity is not monitored by your current Service Level, it is the users responsibility to ensure the security of their server environmentTo monitor you environment and application closely, you may consider using one of our third party partners, New RelicTo secure your environment from Ddos or any other security breaches you may want to use CloudFlareHere's a link that you may reference to sign up for free: https://marketplace.rackspace.com/home Please note, I am still willing to provide the good faith offer for half the chargeUnfortunately, anything passed that amount will not be approvedRegards, [redacted] [redacted] Nov 3, - 9:AM ESTHey [redacted] ! Unfortunately we do not log IP addresses that are hitting the virtual interface of your serverThis is due to a couple of reasonsThe main ones being privacy of your data and if we were to log this - the amount of space these logs would take would be astronomicalI can however see your traffic in real time but (fortunately) it looks like you are not shooting out an excessive amount of trafficI am sorry I was not able to be of more assistance but please let me know if I can help in any other way! Regards, Kevin M Rackspace Infrastructure Support [redacted] Nov 5, - 10:AM ESTHi, We wanted to ensure that you are receiving our updatesPlease let us know if you have any questions or concerns Regards, Rackspace Cloud Account Management Nov 5, - 11:AM ESTI filed a complaint with the Revdex.comI was waiting for a response through that site but haven't heard from Rackspace since they requested my account number on the Revdex.com websiteI pay quite a bit more to host on Rackspace because I thought it had better customer service but given that there was no warning or anything sent to me when my bill was increasing drastically, I wish I would have gone with one of the cheaper companiesAll I want is a credit for the full amount to spend with you guys in the futureI'm not asking for a refund and I'm not trying to hurt your reputation on Revdex.comI just want to be treated fairlyIf this can be handled off of the Revdex.com website, that would be greatOtherwise, I think I'm supposed to be corresponding through the Revdex.com website so they can help me resolve this Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Rackspace first received notice of cancellation on October 16, for the termed Agreement account We acknowledged this cancellation in adherence to our 30-day notice Within the same ticket opened by the customer on October 16, 2015, Rackspace responded with the following:===Good morning ***,We truly would hate to see you leave after building such a great partnership so please let me know what else we can provide to assist in your efforts.I understand that you are looking to close your accountTo cancel your dedicated server ( [redacted] ), it contractually requires a day written noticeWe have scheduled this device to decommission on 11-14-15.Concerning your cloud accounts [redacted] and [redacted] , were you looking to cancel these accounts as well? We are prohibited from canceling on your behalf and it is important to note that you will continue to accrue charges until the account is completely cancelledThese services do not require a day notice and can be cancelled at your convenience.Cloud Account Cancellation Steps:Log in to your account at mycloud.rackspacecloud.com Once you have logged in, follow these steps: - click username (top right corner) - select Account Settings - scroll down to the bottom of the page - click "Cancel My Account" - complete the questionnaire - click SubmitAdditionally, I noticed that you have email boxes activeWere you looking to cancel the email services as well?If you could provide any information as to why you are discontinuing some or all of your services, we would greatly appreciate itWe are always looking for ways to improve as a company and better serve our customers.We are all about fanatical support to you, our customer, so any feedback that you can provide us is much appreciatedFeel free to give me a call with any questions, I can be reached directly at XXX-XXX-XXXX.Regards,===On October 29th Rackspace followed up with a voice message requesting clarity and confirmation on whether the Cloud & Email accounts were subject to this same cancellation request On November 4th, The same message was emailed to ' [redacted] ' < [redacted] >; ' [redacted] ' < [redacted] >; ' [redacted] ' < [redacted] > again, asking for confirmation on this cancellation without response.On November 9th, [redacted] had a conversation over the phone with the Account Manager confirming all services should be cancelled At this time, the Account Manager walked [redacted] through how to cancel the Cloud services through the Control Panel The Account Manager sent the following email as confirmation of the discussion:===From: [redacted] Sent: Monday, November 09, 12:PMTo: ' [redacted] ' < [redacted] >Subject: Cloud Account Cancellation StepsHi ***,Thank you for your time on the phone today.Here are the cloud account cancellation steps:Cloud Account Cancellation Steps:Log in to your account at mycloud.rackspacecloud.com Once you have logged in, follow these steps: - click username (top right corner) - select Account Settings - scroll down to the bottom of the page - click "Cancel My Account" - complete the questionnaire - click Submit===As Rackspace is contractually prohibited from destroying customer data, it is the responsibility of our customers to login to their own Control Panel, remove their data, and cancel their services As noted in the communication provided, Rackspace made it very clear on how to cancel these services
Rackspace bills our customer in arrears for bandwidth charges for the previous month This customer submitted his cancellation on June 6th This was after April/May invoice of $was charged and paidThe June 20th invoice was then charged in the amount of $2, The overages are for bandwidth utilized within the time period of April-June over the two invoicesBased on the history of the account and our experience in this field, the overages were likely a result of a system compromise Section of our Cloud Terms of Service state the following Limitations on credits: LimitationsYou are not entitled to a credit for a failure to meet a SLA which results from denial of service attacks, viruses or malware, hacking attempts, change which you effect or request which results in downtime or outages or interferes with our ability to provide the Services, deficiencies, bugs or errors in your application, application code, data structures, system software, operating system, or any vendor supplied patches or any other circumstances that are not within our control Additionally, Section outlines that our customers must request a credit via support ticket in the Rackspace portal within thirty days following the occurrence of the event giving rise to the creditI have no record of Mr [redacted] requesting a credit through the means listed out in the Agreement
Our customers are responsible for all activity on their environmentWe make no commitment to provide any services other than the Services purchased by the customer As noted in Section of the Global Service Agreement [redacted] Rackspace is not responsible to customers or any third party for unauthorized access to your Customer Data or for unauthorized use of the Services that is not solely caused by Rackspace’s failure to meet its security obligations in Section (Security)Additionally, our Cloud Terms of Service [redacted] has the following limitation on credits: Limitations.You are not entitled to a credit for a failure to meet a SLA which results from denial of service attacks, viruses or malware, hacking attempts, change which you effect or request which results in downtime or outages or interferes with our ability to provide the Services, deficiencies, bugs or errors in your application, application code, data structures, system software, operating system, or any vendor supplied patches or any other circumstances that are not within our control.I confirmed that Mr [redacted] requested a credit through the ticketing system and received the same information from the Account Management team This traffic was determined to be malicious and Mr [redacted] took steps necessary to prevent further abuse of his environment, he should not see an increased invoice next month
The domain [redacted] has an A record of [redacted] , which is hosted by [redacted] This domain is not hosted on the Rackspace network
Complaint: [redacted] I am rejecting this response because: first of all your response is not even correct or pertaining to my situation because I did not use any hosting following the closure of my accountI used only the exact amount I paid forAll payments were made in advance from the day I opened the accountThe problem is that Rackspace now wants to refer to the first month as a "fee" that does not count at all toward a month of hostingI certainly was not ever aware of this policy and have no documentation provided to me at the time I signed up of this policyEven Rackspace is unable to provide my invoices during these months but I have all the proof through my bank recordsMy billing was exactly per month for hosting I paid this exact amount for each and every month that I was a hosting customer However, now Rackspace is claiming that the first month of payment DOES NOT COUNT AS PAYMENT FOR A MONTH OF HOSTINGBuyer beware of thisI would not have signed up with a company that was going to charge me an extra month when I closed the accountIn fact I signed up with Rackspace with high expectations and stayed on for over years.No resources were used as of the day I closed the accountI removed all files before I closed the accountI've also been a very good customer for two full years at a rate to times higher than other hosting companies for the same productWhen I received the first notices of billing after my account, I assumed it was an obvious mistakeI attempted to email the companyThen they sent this to a collection agency and I let the collection agency that this was a mistake He emailed me back and forthFinally I phoned Rackspace several times attempting to get help for this matter It's been a huge inconvenienceIt's left a very bad impression I've used hosting companies for years so farNo other hosting company I've used - [redacted] ***, [redacted] , and many others - has ever had this method of taking advantage of customers by calling the first month of billing a "fee" that does not count to pay a month of hosting This fee is $which is the exact amount of a full month of hostingObviously we're not going to come to any agreementI will never recommend Rackspace Regards, [redacted]
Our customer submitted a ticket and had a chat with our support team regarding this matter The following was sent to the customer in response to this query ==========I see that you are disputing charges incurred for server "eblive" since March 2015-Jan After reviewing the account, we are unable to fulfill a credit due to the following:(1) A ticket notification was sent to you in October that explains the reason for shutdown and what you need to do in order to re-establish connection or shutdown in order to cease billing You can view this ticket within your control panel: [redacted] (2)Per our terms of service:https://www.rackspace.com/information/legal/cloud/tos"Limitations on CreditsYou must request a credit via support ticket in the Rackspace portal within thirty (30)days following the occurrence of the event giving rise to the creditIf the claim is approved,the credit will be applied during the next billing cycle following approval."Please let us know if you have any other questions.Regards,Rackspace Cloud Account Manager =================== The ticket was closed without additional comments by the customer
We pulled the collections from ABC Amega Inc and we have corrected our records
Hello, I've reviewed this customer's account for tickets and see that there are no requests for credit in the ticketing system. Under section of the Cloud Terms of Service, we have a process, including explanation of limitations, for customers to follow regarding credits to their
account.*** Limitations.You are not entitled to a credit for a failure to meet a SLA which results from denial of service attacks, viruses or malware, hacking attempts, change which you effect or request which results in downtime or outages or interferes with our ability to provide the Services, deficiencies, bugs or errors in your application, application code, data structures, system software, operating system, or any vendor supplied patches or any other circumstances that are not within our control.3.5.3Requests.You must request a credit via support ticket in the Rackspace portal within thirty days following the occurrence of the event giving rise to the creditIf the claim is approved, the credit will be applied during the next billing cycle following approvalYou must show that your use of the Service to which the applicable SLA applies was adversely affected in some way as a result of the downtime or outage to be eligible for the creditFor the purpose of determining whether a credit is due, time periods will be measured from the time stamp generated by our ticket system, the time an interruption is recorded in our monitoring system, until network availability is restored or the affected device is powered back on, as applicableYou may open a support ticket to document the start time for a support request or other incident, or if you contact us by telephone to request support, we will open a ticketIf you contact us by phone, there may be a delay between the time of the call and the time we open a ticket. Thank you
Rackspace bills in arrears as a utility does. Customers pay for what is actually used, therefore a bill for the previous month's usage is applied monthly. In the termination ticket, Rackspace informed our customer of the following, "In the event you have incurred usage from your last
invoice date to the date of product deletion, the account will be invoiced for usage on your next scheduled invoicing date." The usage was calculated and invoiced as per our Terms and Conditions. Therefore, the bill that came in June for the services rendered before close of account was not paidInvoice (***) is for the account balance remaining of $
Hello, When signing up for services online, there is a requirement for mailboxes. (screenshot attached) If you only require one mailbox, we have an offering for Microsoft Exchange for $per Mailbox Per Month. Another option if a customer has a cloud server is to run
email off that cloud server at no additional cost. Thank you
Complaint: ***
I am rejecting this response because:Rackspace failed to inform me about downtimeI do not get their ticket updates all the time, I was getting them only after they fixed a problem in Jan or Feb Even in March and April timeframe, I do not get their ticket updatesI get only their messages on the invoices.A business charging customers without properly providing customer support in case of issues is the problem that I am trying to resolve here! It cannot be one sided where a business charges and has terms/conditions but customer doesn't have a right to fight about the unfair practices! Their customer support does not address the problem properlyto give an example - when we call it gets noted and a ticket is updated on their endAs a customer we do not get any notification, we are expected to login to their portal and see what is going on
Regards,
*** ***
Upon initial receipt of this Revdex.com complaint, Rackspace reviewed the ticket history of this account to gain additional information. It was found that Mr** had two open tickets and was actively working with our technical support teams as well as an Account Manager for resolution of this
complaint. Mr ** is continuing to receive support to identify the source of the traffic and compute overages. In another ticket, Mr** agreed to a good faith credit which the details are located in his *** portal in ticket ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***They have not addressed my claim per se, but have given me information that will lead to a resolution
Regards,
*** ***
Hello,The request for credit was provided 9 months after the downtime. To reiterate our Terms of Service:https://www.rackspace.com/information/legal/cloud/tos"6.4 Limitations on Credits.6.4.5 You must request a credit via support ticket in the Rackspace portal within thirty (30)days following the occurrence of the event giving rise to the credit. If the claim is approved,the credit will be applied during the next billing cycle following approval." As stated in the desired settlement, in addition to the downtime, this customer is requesting that Rackspace pay for damages to their business. As stated in our Terms of Service:"15. Limitations on Damages15.2 neither of us (nor any of our Representatives) shall be liable to the other for:15.2.3: any loss of business or business opportunity" For the contractual reasons stated above, Rackspace cannot comply with the desired settlement.
Complaint: [redacted]
My account number is [redacted]I can see that my cost hasn't exceeded my rate minimum yet for the next billing cycle. I just wanted to mention that as I wasn't sure when I wrote the complaint. I'm not concerned about next billing cycle.
Regards,
[redacted]