Our customers are responsible for all activity on their environment. We make no commitment to provide any services other than the Services purchased by the customer. As noted in Section 7 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 4 (Security)Additionally, our Cloud Terms of Service [redacted] has the following limitation on credits:3.5.2 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.
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]
Mr. [redacted] has been communicating with Rackspace Support on a resolution via email and ticket communications. Rackspace is unable to provide the desired settlement since a new agreement was signed by Mr. [redacted] on March 7.
Complaint: [redacted]
I am rejecting this response because: Rackspace never sent me any communication that they are shutting down our server. I do not get emails on their ticket updates. I did not receive any communication from rackspace about the shutdown or anything else. I contacted rackspace in January 2016, I never heard back from them on the problem. So I called them asked them about update on the actual problem of server shutdown + about not receiving updates on tickets. They fixed some problem on their end in February after this enquiry and I started getting emails on ticket updates. However, I do not receive any updates again.So what it means is the I have to keep logging into their portal every day to make sure there are no tickets from rackspace. This is a faulty service on their and an additional overhead on my end which I did not sign up for. So please refund the charges that you automatically deducted on my credit card.There is one more complaint, their support is not too helpful - when I call them, they take my complaint and tell me they cannot answer my question as they need to pass it to appropriate department. Same with chat customer service! It is highly time consuming to get any support from rackspace!
Regards,
[redacted]
Hello,Contrary to what you stated in your initial complaint, your administrator did not delete the instance as our records indicate the server on your account has been in use since May of 2015. Furthermore, section 6.4.1 of your Cloud Terms of Service states: "... the maximum total credit for any calendar month for failure to meet Service Level Guarantees under the Agreement, including all guarantees, shall not exceed one hundred per cent (100%) of your monthly recurring fee for the affected cloud Services."Rackspace has offered a good faith credit for half of your requested amount, which far exceeds the maximum total credit under our contractual obligations. In the support ticket, you declined this offer and stopped communicating with your support team in order to open this Revdex.com complaint. Rackspace is willing to stand behind our original good faith credit for half of the charges which, again, exceeds our contractual obligations. You updated the support ticket on this matter today stating "If this can be handled off of the Revdex.com website, that would be great. Otherwise, I think I'm supposed to be corresponding through the Revdex.com website so they can help me resolve this." Our support team is standing by to resolve this matter, but this must be done through the open support ticket.Thank you.
Rackspace responded in confirmation that the account [redacted] was in fact closed. Per the emails sent to [redacted] in October and November (prior to his December departure from your company) the two other accounts [redacted] and [redacted] were still active, and thus accruing charges, and Rackspace provided clear steps on how to login and cancel the account in order to stop billing.
Rackspace received the initial complaint to [redacted] on January 20. Our Anti-abuse team notified our customer of the complaint and the content was removed completely.
Complaint: [redacted]
I am rejecting this response because:Regardless of the email Rackspace sent to [redacted] on how to cancel the account, we've been calling in regard to the attached statement. It stated the Acct.# as [redacted] and no one in your customer service was able to explain to us that this is actually for a different account number. In addition to that, we have stopped receiving invoices, we never received the actual invoices, only the attached statement by email. Because of incompetency of your customer service, it took us awhile to figure out ourselves that the cancellation was never completed. If Rackspace customer service would've been able to explain to us that there is a different account number involved, we would’ve been able to cancel the account immediately.Regards,
[redacted]iel Joelson
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]
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 account. I used only the exact amount I paid for. All payments were made in advance from the day I opened the account. The 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 hosting. I certainly was not ever aware of this policy and have no documentation provided to me at the time I signed up of this policy. Even Rackspace is unable to provide my invoices during these months but I have all the proof through my bank records. My billing was exactly 159.90 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 HOSTING. Buyer beware of this. I would not have signed up with a company that was going to charge me an extra month when I closed the account. In fact I signed up with Rackspace with high expectations and stayed on for over 2 years.No resources were used as of the day I closed the account. I removed all files before I closed the account. I've also been a very good customer for two full years at a rate 8 to 10 times higher than other hosting companies for the same product. When I received the first notices of billing after my account, I assumed it was an obvious mistake. I attempted to email the company. Then they sent this to a collection agency and I let the collection agency that this was a mistake. He emailed me back and forth. Finally I phoned Rackspace several times attempting to get help for this matter. It's been a huge inconvenience. It's left a very bad impression. I've used hosting companies for 11 years so far. No other hosting company I've used - [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 $159.90 which is the exact amount of a full month of hosting. Obviously we're not going to come to any agreement. I will never recommend Rackspace.
Regards,
[redacted]
Rackspace first received notice of cancellation on October 16, 2015 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 [redacted],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 account. To cancel your dedicated server ([redacted]), it contractually requires a 30 day written notice. We 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 cancelled. These services do not require a 30 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 active. Were 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 it. We 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 appreciated. Feel 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, 2015 12:56 PMTo: '[redacted]' <[redacted]>Subject: Cloud Account Cancellation StepsHi [redacted],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 2016. This was after April/May invoice of $1487.46 was charged and paid. The June 20th invoice was then charged in the amount of $2,039. The overages...
are for bandwidth utilized within the time period of April-June over the two invoices. Based on the history of the account and our experience in this field, the overages were likely a result of a system compromise. Section 3.5.2 of our Cloud Terms of Service state the following Limitations on credits: 3.5.2 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. Additionally, Section 3.5.3 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 credit. I have no record of Mr. [redacted] requesting a credit through the means listed out in the Agreement.
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 2016. 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"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."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.
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]
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 account. We called Rackspace customer service numerous times and were always advised that the account was closed.Please see below email regarding Final invoice. We are still being billed under this account. It is unacceptable that Rackspace customer service were not able to inform us of what's going on for a few months and giving us false information that resulted in the process of closing the accounts being dragged on for so longFrom: [redacted] Sent: Friday, November 20, 2015 3:33 PM To: '[redacted]' Subject: Rackspace Acct #[redacted] - Final Balance Due Hello [redacted], I have attached copies of your last three invoices on this Closed Account. Please submit payment at your earliest convenience to clear the books. Thank you and Regards,[redacted]Accounts Receivable Specialist | Rackspace [redacted] | Windcrest, TX 78218 | USA | Email: [redacted].[redacted]@rackspace.com I on the web: www.rackspace.com Office: [redacted] or 800-961-4454 x 4637 Sign up for automatic payments (ACH or Credit card) at www.my.rackspace.com
Regards,
[redacted]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 that. Here is the correspondence.Oct 27, 2015 - 11:01 AM EDTHi [redacted]. I'm taking the matter to the Revdex.com. I'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 problem. We 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 agreement. Have a nice day. [redacted]Oct 27, 2015 - 11:19 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 bandwidth. This will show the potential compromise or possible Ddos towards your server. Since this activity is not monitored by your current Service Level, it is the users responsibility to ensure the security of their server environment. To monitor you environment and application closely, you may consider using one of our third party partners, New Relic. To secure your environment from Ddos or any other security breaches you may want to use CloudFlare. Here'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 charge. Unfortunately, anything passed that amount will not be approved. Regards, [redacted] [redacted]Nov 3, 2015 - 9:37 AM ESTHey [redacted]! Unfortunately we do not log IP addresses that are hitting the virtual interface of your server. This is due to a couple of reasons. The main ones being privacy of your data and if we were to log this - the amount of space these logs would take would be astronomical. I can however see your traffic in real time but (fortunately) it looks like you are not shooting out an excessive amount of traffic. I 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, 2015 - 10:40 AM ESTHi,
We wanted to ensure that you are receiving our updates. Please let us know if you have any questions or concerns.
Regards,
Rackspace Cloud Account Management Nov 5, 2015 - 11:24 AM ESTI filed a complaint with the Revdex.com. I was waiting for a response through that site but haven't heard from Rackspace since they requested my account number on the Revdex.com website. I 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 companies. All I want is a credit for the full amount to spend with you guys in the future. I'm not asking for a refund and I'm not trying to hurt your reputation on Revdex.com. I just want to be treated fairly. If this can be handled off of the Revdex.com website, that would be great. Otherwise, I think I'm supposed to be corresponding through the Revdex.com website so they can help me resolve this.
Regards,
[redacted]
Our customers are responsible for all activity on their environment. We make no commitment to provide any services other than the Services purchased by the customer. As noted in Section 7 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 4 (Security)Additionally, our Cloud Terms of Service [redacted] has the following limitation on credits:3.5.2 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.
We pulled the collections from ABC Amega Inc and we have corrected our records.
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]
Mr. [redacted] has been communicating with Rackspace Support on a resolution via email and ticket communications. Rackspace is unable to provide the desired settlement since a new agreement was signed by Mr. [redacted] on March 7.
Complaint: [redacted]
I am rejecting this response because: Rackspace never sent me any communication that they are shutting down our server. I do not get emails on their ticket updates. I did not receive any communication from rackspace about the shutdown or anything else. I contacted rackspace in January 2016, I never heard back from them on the problem. So I called them asked them about update on the actual problem of server shutdown + about not receiving updates on tickets. They fixed some problem on their end in February after this enquiry and I started getting emails on ticket updates. However, I do not receive any updates again.So what it means is the I have to keep logging into their portal every day to make sure there are no tickets from rackspace. This is a faulty service on their and an additional overhead on my end which I did not sign up for. So please refund the charges that you automatically deducted on my credit card.There is one more complaint, their support is not too helpful - when I call them, they take my complaint and tell me they cannot answer my question as they need to pass it to appropriate department. Same with chat customer service! It is highly time consuming to get any support from rackspace!
Regards,
[redacted]
Hello,Contrary to what you stated in your initial complaint, your administrator did not delete the instance as our records indicate the server on your account has been in use since May of 2015. Furthermore, section 6.4.1 of your Cloud Terms of Service states: "... the maximum total credit for any calendar month for failure to meet Service Level Guarantees under the Agreement, including all guarantees, shall not exceed one hundred per cent (100%) of your monthly recurring fee for the affected cloud Services."Rackspace has offered a good faith credit for half of your requested amount, which far exceeds the maximum total credit under our contractual obligations. In the support ticket, you declined this offer and stopped communicating with your support team in order to open this Revdex.com complaint. Rackspace is willing to stand behind our original good faith credit for half of the charges which, again, exceeds our contractual obligations. You updated the support ticket on this matter today stating "If this can be handled off of the Revdex.com website, that would be great. Otherwise, I think I'm supposed to be corresponding through the Revdex.com website so they can help me resolve this." Our support team is standing by to resolve this matter, but this must be done through the open support ticket.Thank you.
Rackspace responded in confirmation that the account [redacted] was in fact closed. Per the emails sent to [redacted] in October and November (prior to his December departure from your company) the two other accounts [redacted] and [redacted] were still active, and thus accruing charges, and Rackspace provided clear steps on how to login and cancel the account in order to stop billing.
Rackspace received the initial complaint to [redacted] on January 20. Our Anti-abuse team notified our customer of the complaint and the content was removed completely.
Complaint: [redacted]
I am rejecting this response because:Regardless of the email Rackspace sent to [redacted] on how to cancel the account, we've been calling in regard to the attached statement. It stated the Acct.# as [redacted] and no one in your customer service was able to explain to us that this is actually for a different account number. In addition to that, we have stopped receiving invoices, we never received the actual invoices, only the attached statement by email. Because of incompetency of your customer service, it took us awhile to figure out ourselves that the cancellation was never completed. If Rackspace customer service would've been able to explain to us that there is a different account number involved, we would’ve been able to cancel the account immediately.Regards,
[redacted]iel Joelson
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]
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 account. I used only the exact amount I paid for. All payments were made in advance from the day I opened the account. The 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 hosting. I certainly was not ever aware of this policy and have no documentation provided to me at the time I signed up of this policy. Even Rackspace is unable to provide my invoices during these months but I have all the proof through my bank records. My billing was exactly 159.90 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 HOSTING. Buyer beware of this. I would not have signed up with a company that was going to charge me an extra month when I closed the account. In fact I signed up with Rackspace with high expectations and stayed on for over 2 years.No resources were used as of the day I closed the account. I removed all files before I closed the account. I've also been a very good customer for two full years at a rate 8 to 10 times higher than other hosting companies for the same product. When I received the first notices of billing after my account, I assumed it was an obvious mistake. I attempted to email the company. Then they sent this to a collection agency and I let the collection agency that this was a mistake. He emailed me back and forth. Finally I phoned Rackspace several times attempting to get help for this matter. It's been a huge inconvenience. It's left a very bad impression. I've used hosting companies for 11 years so far. No other hosting company I've used - [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 $159.90 which is the exact amount of a full month of hosting. Obviously we're not going to come to any agreement. I will never recommend Rackspace.
Regards,
[redacted]
Rackspace first received notice of cancellation on October 16, 2015 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 [redacted],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 account. To cancel your dedicated server ([redacted]), it contractually requires a 30 day written notice. We 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 cancelled. These services do not require a 30 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 active. Were 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 it. We 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 appreciated. Feel 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, 2015 12:56 PMTo: '[redacted]' <[redacted]>Subject: Cloud Account Cancellation StepsHi [redacted],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.
Hello,Would you please provide your account number in order for us to investigate this matter?Thank you!Rackspace Legal Team
The domain [redacted] has an A record of [redacted], which is hosted by [redacted]. This domain is not hosted on the Rackspace network.
Rackspace bills our customer in arrears for bandwidth charges for the previous month. This customer submitted his cancellation on June 6th 2016. This was after April/May invoice of $1487.46 was charged and paid. The June 20th invoice was then charged in the amount of $2,039. The overages...
are for bandwidth utilized within the time period of April-June over the two invoices. Based on the history of the account and our experience in this field, the overages were likely a result of a system compromise. Section 3.5.2 of our Cloud Terms of Service state the following Limitations on credits: 3.5.2 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. Additionally, Section 3.5.3 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 credit. I have no record of Mr. [redacted] requesting a credit through the means listed out in the Agreement.
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 2016. 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"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."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.
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]
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 account. We called Rackspace customer service numerous times and were always advised that the account was closed.Please see below email regarding Final invoice. We are still being billed under this account. It is unacceptable that Rackspace customer service were not able to inform us of what's going on for a few months and giving us false information that resulted in the process of closing the accounts being dragged on for so longFrom: [redacted] Sent: Friday, November 20, 2015 3:33 PM To: '[redacted]' Subject: Rackspace Acct #[redacted] - Final Balance Due Hello [redacted], I have attached copies of your last three invoices on this Closed Account. Please submit payment at your earliest convenience to clear the books. Thank you and Regards,[redacted]Accounts Receivable Specialist | Rackspace [redacted] | Windcrest, TX 78218 | USA | Email: [redacted].[redacted]@rackspace.com I on the web: www.rackspace.com Office: [redacted] or 800-961-4454 x 4637 Sign up for automatic payments (ACH or Credit card) at www.my.rackspace.com
Regards,
[redacted]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 that. Here is the correspondence.Oct 27, 2015 - 11:01 AM EDTHi [redacted]. I'm taking the matter to the Revdex.com. I'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 problem. We 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 agreement. Have a nice day. [redacted]Oct 27, 2015 - 11:19 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 bandwidth. This will show the potential compromise or possible Ddos towards your server. Since this activity is not monitored by your current Service Level, it is the users responsibility to ensure the security of their server environment. To monitor you environment and application closely, you may consider using one of our third party partners, New Relic. To secure your environment from Ddos or any other security breaches you may want to use CloudFlare. Here'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 charge. Unfortunately, anything passed that amount will not be approved. Regards, [redacted] [redacted]Nov 3, 2015 - 9:37 AM ESTHey [redacted]! Unfortunately we do not log IP addresses that are hitting the virtual interface of your server. This is due to a couple of reasons. The main ones being privacy of your data and if we were to log this - the amount of space these logs would take would be astronomical. I can however see your traffic in real time but (fortunately) it looks like you are not shooting out an excessive amount of traffic. I 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, 2015 - 10:40 AM ESTHi,
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Rackspace Cloud Account Management Nov 5, 2015 - 11:24 AM ESTI filed a complaint with the Revdex.com. I was waiting for a response through that site but haven't heard from Rackspace since they requested my account number on the Revdex.com website. I 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 companies. All I want is a credit for the full amount to spend with you guys in the future. I'm not asking for a refund and I'm not trying to hurt your reputation on Revdex.com. I just want to be treated fairly. If this can be handled off of the Revdex.com website, that would be great. Otherwise, I think I'm supposed to be corresponding through the Revdex.com website so they can help me resolve this.
Regards,
[redacted]