HEG US Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:a/ They didn't solve the problemb/ All my data was lostc/ Another server have been lostIt's look like the "mass vserver migration" they did on April, 20th generated or escalated those problemsTo complete the entire mess, their backup tools is not working properly.Conclusion: Our website dbsnoop.com and all services we provided is offline for days, we are loosing customers and promising our customers discounts to compensate them due all these problems
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/10/08) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Dear *** ***, An error in our billing system was the cause for all the confusionWe will cancel the invoice for the month that was added by mistake and refund all
funds that have been paid by you for the month in questionPlease accept our sincere apologies for this snafu

My information is personal information was posted to the internet without my consent at
www.***.org. They are putting people's mother's maiden names, addresses (past and present), full names, place of birth, date of birth etcon there. Have you even looked at the site? And this company is the one that is hosting this identity theft website. Tell them the url is www.***.org as I told you originallyHow dare they answer they need a link to the site. That is the link. Do they neet the http://www.***.org?????

***,Technical issues have unfortunately caused a loss of your data that was stored on that serverThere is nothing we can do to restore itPlease also be aware that we don’t take any responsibility for any loss of data using our services as stated in our terms and conditions. As far as I know the VPS services have been restored and ready to be used again by youIn addition I will request a full refund for both VPS systems for the month or April You clearly shouldn’t have to pay for a service that wasn’t provided for that month. We apologize for any inconvenience

02/21/2018: Mediator sent consumer email requesting update.02/26/2018: Mediator sent consumer email requesting update.02/27/2018: They did remove the requested information.

Hi,We have about 200,000 customers and in order for us to determine which site your are talking about please provide a direct link to the information you are referring to.  Thank you!

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. However we will sue server4you because only the refund doesn't compensate all the damage they caused to us.Thanks Revdex.com for unremarkable job, on behalf of HTI: thank you very much.This thread can be closed.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/18) */
Contact Name and Title: [redacted], VP
Dear [redacted],
We will issue a full refund either today or sometime later this week. The abuse case issue is a different case. Once an IP address has been assigned to a customer he is responsible for the...

content. It seems that the server wasn't erased properly before reassignment, thus the old installation was still life. You don't have to do anything about this since you weren't involved.
We apologize for the inconvenience and wish you best of luck for your future projects.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe that they are recognizing the mistake and are refunding me accordingly. As long as the refund shows up on my credit card the issue will be resolved. Thank you.

Dear [redacted],I apologize for this snafu. I just got off the phone with one our 3rd level support engineers who had spent some time looking at the 2 issues preventing the service you have from functioning properly. As it seems 2 unrelated technical issues have been affecting your VPS...

accounts. The support engineer I spoke to will contact you shortly via ticket for both issues. He will personally work with you to get the service up and running again. Meanwhile I suggest a full refund for this month.Please reply to the Revdex.com ticket once you have spoken to the support engineer and let me know what the results are. You can also email me directly if that's what you prefer. My direct email address is [redacted]@server4you.com. I am [redacted], and the Vice President of Server4You Inc.Again, my apologies for the inconvenience.

Contact Name and Title: [redacted] Tier 2 Support
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@server4you.com
Hosting Solutions International is a dedicated server provider with data centers in the United States and Europe.
We provide dedicated servers to our customers who use them for...

a variety of purposes such as web servers, email, data backups, virtualized environments etc.
We received this complaint from the Revdex.com and contacted the customer responsible for this site and the server the site is hosted on. This customer is being canceled effective in three days.
We do urge the plaintiff to contact us and provide us with any information such as screenshots, url's, ip addresses etc. that pertain to this issue for further resolution, if the issue arises again. We are always happy to help and do take any type of abuse complaints we receive very seriously.

Hello,thank you for your inquiry. We have reviewed the website in question : http://www.prabook.comListing various profiles. The domain name points to the IP address[redacted]which is not hosted on any of our servers:  Organization: HostDime.com,...

Inc.https://www.whois.com/whois/[redacted] Please contact HostDime for further clarification. Thank you,Kind Regards,[redacted]

Initial Business Response /* (1000, 7, 2015/07/21) */
Hosting Solutions International is a dedicated server provider with data centers in the United States and Europe.
We provide dedicated servers to our customers who use them for a variety of purposes such as web servers, email, data backups,...

virtualized environments etc.
We received this complaint from the Revdex.com and contacted the customer responsible for this site and the server the site is hosted on. The customer stated he has scrubbed any trace of the plaintiffs name and information from the server. We explained to the customer that if we receive any more complaints, we could take further action which includes cancellation of services. The customer was very co-operative and said he would make sure that this will not be an issue.
We do urge the plaintiff to contact us and provide us with any information such as screenshots, url's, ip addresses etc. that pertain to this issue for further resolution, if the issue arises again. We are always happy to help and do take any type of abuse complaints we receive very seriously.
office: XXX-XXX-XXXX
Final Consumer Response /* (2000, 15, 2015/07/22) */
Thank you so much for helping with this!
[redacted]

Initial Business Response /* (1000, 5, 2016/01/27) */
Dear [redacted],
Hosting Solutions Int'l, Inc. is part of the world wide HEG group. HEG and all its subsidiaries offer internet services ranging from 80,000 dedicated servers to hundreds of thousands domain and virtual hosts. We are not in the...

business of email advertisement or any kind of advertisement for that matter. Unfortunately, not all customers are good customers. Some might be involved in send unsolicited emails and others might have been hacked. We are receiving thousands of abuse reports each week all of which are relayed to our customers. Most of these reports including spam are a violation of our terms and condition. Multiple offenders will be sanctioned by us and in extreme cases we terminate the service. If you have forwarded the unsolicited emails you received to abuse it will take up to 72h before we disconnect the service if the customer choose to ignore it. You will not receive a call or email from us, since the process is almost fully automated. With as many services we are having it is possible that new spam may originate from a different address. And the cycle begins again.
All hosting companies have to deal with abuse complaints. It is in the best interest of ISPs to handle these complaints quickly, because if they don't entire IP ranges are blacklisted and legitimate customers are unable to send emails. I apologize if you felt ignored or mistreated by us, but that's not what is happening.
Please let me know if you have any further questions.
Best,
[redacted]

Initial Business Response /* (1000, 7, 2015/06/03) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@server4you.com
Hello,
I am responding to the complaint above.
Hosting Solutions International will take immediate action to resolve the complaint.
We are hosting the...

server in our data center that owns the domain in question.
Just to give you a little bit of information how our data center operates. We are selling unmanaged servers meaning do not have control or knowledge what our customers are hosting on their servers.
We are taking these kind of complains very seriously and we will take action immediately to resolve the issue.
We deeply apologize for any inconvenience.
Please do not hesitate to contact us at any time.
[redacted]

Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: [redacted] Tier 2 Support
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@server4you.com
This customer was canceled on August 26 2015. This customer does not have any active contracts or products with us any...

longer.

Initial Business Response /* (1000, 5, 2016/02/11) */
Contact Name and Title: [redacted], VP
Contact Email: [redacted]@server4you.com
Dear [redacted],
Because of multiple complaints we already terminated the account a few months ago. Prabook is since then no longer hosted on any of our servers in the...

US or world wide. I looked up the publicly accessible information to locate the server for this web site.
It is currently hosted by a company in Germany called Hetzner. We have no business relationship with Hetzner nor are we an affiliate, parent or subsidiary.
Here are the results of my investigation
[redacted]@Saschas-MacBook-Pro ~ $ host Prabook.com
Prabook.com has address 5.9.110.141
Prabook.com mail is handled by 10 mx.yandex.net.
[redacted]@Saschas-MacBook-Pro ~ $ host Prabook.org
Prabook.org has address 5.9.110.141
Prabook.org mail is handled by 10 mx.yandex.net.
[redacted]@Saschas-MacBook-Pro ~ $ whois 5.9.110.141
% This is the RIPE Database query service.
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% The RIPE Database is subject to Terms and Conditions.
% See http://www.ripe.net/db/support/db-terms-conditions.pdf
% Note: this output has been filtered.
% To receive output for a database update, use the "-B" flag.
% Information related to '5.9.110.128 - 5.9.110.159'
% Abuse contact for '5.9.110.128 - 5.9.110.159' is '[redacted]@hetzner.de'
inetnum: 5.9.110.128 - 5.9.110.159
netname: HETZNER-RZ16
descr: Hetzner Online AG
descr: Datacenter 16
country: DE
admin-c: HOAC1-RIPE
tech-c: HOAC1-RIPE
status: ASSIGNED PA
remarks: INFRA-AW
mnt-by: HOS-GUN
mnt-lower: HOS-GUN
mnt-routes: HOS-GUN
created: XXXX-XX-XXT12:07:03Z
last-modified: XXXX-XX-XXT12:07:03Z
source: RIPE # Filtered
role: Hetzner Online GmbH - Contact Role
address: Hetzner Online GmbH
address: Industriestrasse 25
address: D-XXXXX Gunzenhausen
address: Germany
phone: +XX XXXX XXX-X
fax-no: +XX XXXX XXX-X
abuse-mailbox: [redacted]@hetzner.de
remarks: [redacted]
remarks: * For spam/abuse/security issues please contact *
remarks: [redacted]@hetzner.de, not this address. *
remarks: * The contents of your abuse email will be *
remarks: * forwarded directly on to our client for *
remarks: * handling. *
remarks: [redacted]
remarks:
remarks: [redacted]
remarks: * Any questions on Peering please send to *
remarks: [redacted]@hetzner.de *
remarks: [redacted]
org: ORG-HOA1-RIPE
admin-c: MH375-RIPE
tech-c: GM834-RIPE
tech-c: SK2374-RIPE
tech-c: TF2013-RIPE
tech-c: MF1400-RIPE
tech-c: SK8441-RIPE
nic-hdl: HOAC1-RIPE
mnt-by: HOS-GUN
created: XXXX-XX-XXT09:40:20Z
last-modified: XXXX-XX-XXT09:39:14Z
source: RIPE # Filtered
% Information related to '5.9.0.0/16ASXXXXX'
route: 5.9.0.0/16
descr: HETZNER-RZ-FKS-BLK5
origin: ASXXXXX
mnt-by: HOS-GUN
created: XXXX-XX-XXT10:30:12Z
last-modified: XXXX-XX-XXT10:30:12Z
source: RIPE # Filtered
% This query was served by the RIPE Database Query Service version 1.85.1 (DB-4)