Flowroute Inc

This is an unfortunate situation where a hacker gained access to a phone system and exploited a vulnerability in that platform, which turned out to be a weak password on a voicemail systemThe hacker then began using this access to make international calls
Flowroute doesn't provide nor have
control over Mr*** telephone switchWe provide telephone service to his company and as part of that service we expose some fraud controls for their useWe honored the fraud and account payment settings configured by Mr*** company, including auto-replenishment on their account which instructs us to top up their account automatically when it dips below a set account balanceThey also unfortunately did not have a daily maximum amount of replenishment established so we continued to trigger replenishments as their funds were drained by the hackersWe notified the company separate times during this period that we had triggered an auto-replenishment
Our settlement efforts with Mr*** were mediated by their IT provider that maintains the telephone switchPrior to resolution of the issue, Mr*** company initiated chargebacks with their credit card company citing fraudulent chargesBecause we are a regulated telecommunications carrier, we operate under rules requiring us to connect calls originated by our customersThese calls were all connected to the dialed numbers and Flowroute incurred those costs because there is no provision for us to not pay the international carriers that connected these calls to the dialed partyIf the chargeback had completed and we credited back the profits, we would have ended up paying Mr*** for these calls and his company would profited over $1,So in order to credit them back our profit (which is not an obligation but a gesture of goodwill) we needed to ensure the chargebacks were not processed
We are very sorry this happened to Mr*** and his company and we continue to innovate on fraud controls to assist our customers to combat the hoards of telecom hackers that exploit vulnerable systemsWe are appreciative of his business and we hope to earn back his trust by continuing to offer the highest-quality voice services at reasonable prices

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]