Kansas Department of Social and Rehabilitation Services

Hello Mr [redacted] ***, Thank you for contacting us through the Revdex.comI have researched your issue and seethat our records indicate that you contacted us on 9/25/per Incident [redacted] requesting a refund because you no longer had the computerOn9/25/14, we replied asking for verification of your accountOn 9/30/@12:06PM, we received verification of the account and credit card informationWethen processed a refund of $on 9/30/to your [redacted] ending in ***per your requestYou received confirmation of that refund at [redacted] @yahoo.com.Per Carbonite’s refund policy and discussed with you upon issuing your refund,once your account is refunded, any data that was contained on our servers is nolonger available We then see that on 7/14/15, you installed a free, no obligation trial on acomputer named ***The trial expired on 7/29/It was never converted to apaid subscription but we suspended that data deletion until 9/26/I see fromyour support that the data you were looking for was on the subscription thatyou had refundedYou are still able to access both of your mobile devices atno chargeI do apologize that your data is no longer available, however, thiswas per your instructions to issue a refund for the unwanted renewal back on9/30/Sincerely, [redacted] Solutions Team SpecialistCarbonite, Inc

Dear Ms [redacted] , Thank you for contacting us through the Revdex.comI am sorry to hear that Carbonite can no longer meet your online backup needsCarbonite did perform as advertised in regards to your external driveI have sent your request through our Customer Service center today, 01/19/ Your request is being processed Regards, [redacted] Solutions Engineer Carbonite, Inc

Hello Mr [redacted] , Thank you for contacting us through the Revdex.comI apologize for any frustration that you have enduredI have reviewed your case with our Team Manager, [redacted] He informs me that your restore is progressing and once that is completed, we will be refunding your most recent renewalWe are sorry that Carbonite can no longer meet your online backup needsSincerely, [redacted] Solutions Team Specialist Carbonite, Inc

Dear Mr [redacted] , Thank you for contacting us through the Revdex.comI am very sorry that your deleted account was charged with auto renewWe have issued a full refund to your [redacted] ending in [redacted] on 4/19/The auto renew has been deactivated and your information was removed from our servers Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc

Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Dear Mr [redacted] ,Thank you for contacting us through the Revdex.comFor security reasons we do require that accounts be verified in full before a refund is issuedI see that you have provided the necessary information and we will go ahead and process your refundYou will receive notice via email it is completedThank you for giving Carbonite a try and we appreciate your patienceRegards, [redacted] Solutions Team SpecialistCarbonite, Inc

Dear Revdex.com,Carbonite has no further comment on this caseCarbonite’s product is a paid service with a start and end datePrior to expiration, Carbonite sends multiple emails to the account on file stating the account is set to expire and providing instructions to renew your subscription or restore your data before it is purged from serversAs a courtesy, we hold customer data for days post expiration to allow time to renew or recover dataMore information about account expiration is available to the public on the support section of Carbonite’s website, hereCarbonite’s Product Terms and Conditions, which are agreed to at the time of purchase also state: “Incomplete or incorrect Account information, or failure to pay fees when due, will result in inactivation of Your Account, the cancellation of Your subscription and deletion of Your User Data.”Regards, [redacted]

Hello Ms [redacted] ,Thank you for contacting us through the Revdex.comI am sorry that you had issues with your restore sessions causing duplication on your computerOur agents go through extensive training, both technical and customer service orientedWe understand the sensitivity and security issues that are involved when we remote into a user’s computerI do apologize if you felt that we were not performing to the utmost standardWe will be reviewing all of your support calls to understand how we can improveI have asked one of our Senior Escalation members to contact you to assist with removing the duplicate restoresThank you for giving us the opportunity to make this right.Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc

Hello Mr [redacted] , Thank you for contacting us through the Revdex.com and for being a loyal Carbonite customerI have reviewed your support case and see that we offered you a courtesy Courier RecoveryThere is no charge to youI apologize for the confusion as the forms that we need you to fill out do mention about a paymentPlease fill out the forms in full as we need to verify your accountHere is an excerpt from the original message stating that the Courier Recovery was complimentary:"Greetings ***,I have spoken with my manager and he has approved a complimentary courier driveWe will be shipping you your data on an external media."I have also asked [redacted] , our Senior Escalation manager, to send you a note reiterating that there will be no charge.Regards, [redacted] Solutions Team SpecialistCarbonite, Inc

Dear Ms [redacted] , Thank you for contacting us through the Revdex.comI am sorry to hear that Carbonite can no longer meet your online backup needsI have looked at your account and see that you have been receiving bonus months that were offered to you at no charge, extending your expiration date out to 4/20/You were not charged for that bonus timeAs a courtesy, I have sent your request through our Customer Service center today, 04/12/Your request is being processed Regards, [redacted] Solutions Engineer Carbonite, Inc

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [The 373GB's was a combination of two trials which is days...however, even at 15days that's 2Mbps Up The 191GB's that I have now is days which averages 2Mbps Is that not obvious somehow? Your agent said that he was pinging me at 1.1Mbps Is that not obvious somehow?The speeds are not being used by your program.Lets do this...let's eliminate or at least pin-point each of those "numerous factors" At some point in time, we should be able to figure out what is slowing it down, right?The website says this:About Your Backup SpeedThe speed of your Internet connection is the primary factor for how fast you can back up your files to Carbonite's serversYour backup speed will also depend on the speed of your computer, the amount of data selected for backup, and the amount of strain your other programs and services have on your internet connection.You will be able to experience upload speeds of up to 10Mbps depending on the speed of your internet connectionFor example, a [redacted] (fiber optic connection) user will back up and restore at a much faster rate than a [redacted] userA cable user may back up and restore slower during peak cable usage timesAdditionally, Carbonite slows down while you are using your computer to avoid interfering with your important tasks.Your computer's hibernation and sleep settings can also effect your backup speedAdjusting these settings for your PC or *** so that your computer remains on will help ensure that your initial backup happens as fast as possibleIncreasing Your Backup SpeedTips that may help increase your backup speed:Physically connect your computer to your router or modem instead of using a wireless connection.When practical, use the computer as seldom as possible during backupsAdjust sleep and hibernation settings so that your computer remains on.Close programs you aren't actively using - especially those that connect to the internet.Ensure that Carbonite is properly allowed through your firewall or other security software.Note: Backup and restore operations can only take place while the computer is on and connected to the internetIf your computer is in a low power state, hibernate, or sleep mode, Carbonite cannot perform backup or restore operationsWhen your computer turns on and connects to the Internet, your backup will resume from the file it left off onI have covered all of this, and I meet all of the qualifications listed under "Tips that may help increase your backup speed"Since you are going to stick to their being a problem on this end, please tell me of the other possibilities that I am or may be missing Thank you.] Regards, [redacted] ***

Hello Mr [redacted] , Thank you for contacting us through the Revdex.comI apologize that Carbonite did not meet your online backup needsWe have responded to your request for a refund through our Customer Support Center Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc

Hello Mr [redacted] , Thank you for responding and I apologize that there was a misunderstanding [redacted] will be reaching out to you to follow up and resolve your caseSincerely, [redacted] Solutions Team Specialist Carbonite, Inc

Hello Ms***, Thank you for contacting us through the Revdex.com and for being a loyal customer for over yearsI am happy to hear that [redacted] was able to contact you to assist with restoring your Access database filesI have added a month to your subscription as a courtesyPlease let us know if you need further assistance Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc

Hello Mr [redacted] ,Thank you for contacting us through the Revdex.comYour subscription was automatically renewed on 9/24/because automatic renewal was selected at the time of the original purchaseI see that you deactivated your recurring billing on 9/26/I am sorry that Carbonite can no longer meet your online backup needs and have had your recent renewal refunded back to your credit card.Sincerely, [redacted] Solutions Team SpecialistCarbonite, Inc

Hello Ms [redacted] , Thank you for contacting us through the Revdex.comI am sorry that you had issues with your [redacted] restoreI see that our escalations technician, [redacted] will be following up with you today as promised through our secure support portalHe will assist you in reaching a mutual resolution Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I was told I would get a "pro-rated" fee and the manager laughed when I told him that was unacceptable He questioned why it took me so long to complain It did NOT take me that longI called in several timesI basically spent a month on the phone with one customer service person trying to get music back Which, the same thing happened the year before It's always the customers fault....until finally they agreed it was a glitch on Carbonite's end I had to call in twice yesterday, because, the first time the system was down Did not surprise me in the least, that was par for the course I subscribed for many years, hoping the "glitches" would be fixed and it was not I was to provide a long list of information for quick refund....then the manager (***) called back informing me that the refund department would only refund pro-rated fee and the check would be in the mail (to weeks) Yeah, the check is in the mail There is a reason that is such a cliche I have no trust in this company or it's representatives They are, obviously, coached to lie and blame the customer I want my $refunded to the account I provided and to be done with this entire ordeal Regards, [redacted]

This user just sent us the verification letter from the bank verifying that she was charged a fee todayWe have set a refund in motion today for the reimbursementShe was notified of this todayI am not aware of anyone offering her free monthsShe may have received an automated message to renew since she still has about days left on her accountRegards, [redacted] Solutions Team SpecialistCarbonite, Inc

Dear Mr [redacted] , Thank you for contacting us through the Revdex.comI see that you had contacted us in late regarding your subscription transfer to a ***I am sorry that you are still experiencing slow backupI have asked our Senior Escalation Manager to contact you to setup a call to discuss your case in more detail and your optionsI see that you have verified your account if a refund is necessaryRegards, [redacted] Solutions Team SpecialistCarbonite, Inc

Hello Ms [redacted] , Thank you for contacting us through the Revdex.comI apologize that you were unaware of the recurring billing on your Carbonite accountWe appreciate you verifying your account on 1/4/We have refunded your latest renewal back to your credit cardPlease allow to hours for the credit to post Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc