Kansas Department of Social and Rehabilitation Services

If they sent me an automated response why can't they produce the emails they supposedly sent to me.  They have no problem getting marketing emails and other automated emails through to me so I do not believe they sent any notifications what so ever.  This is a very bad excuse for doing very bad business.  
Regards,
[redacted]

Revdex.com:
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.  I received an email that they will be refunding $59.99, which was what I requested. Thank you for resolving this issue.
Regards,
[redacted]

Dear Mr. [redacted],   Thank you for contacting us through the Revdex.com. I am sorry that some of your files were not restored. I have reviewed your cases and see that the 3 times you contacted Carbonite this year were not related to your missing files. Carbonite can only restore files that were...

backed up. Carbonite does not make any changes to your files and therefore cannot corrupt files. As a courtesy, we will refund the last renewal to your [redacted] ending in [redacted].     Regards,   [redacted]   Solutions Team Specialist Carbonite, Inc.

This user just sent us the verification letter from the bank verifying that she was charged a fee today. We have set a refund in motion today for the reimbursement. She was notified of this today. I am not aware of anyone offering her 2 free months. She may have received an automated message to renew since she still has about 40 days left on her account. Regards,[redacted]Solutions Team SpecialistCarbonite, Inc.

Revdex.com:
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]

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. 
I was suppose to receive a call from a level 3 tech at 2PM today. At 2:20 I received a call from a tech, in the middle of the call he hung up on me and never called back. He took info from my computer and now I have no idea what is going on next. I want a refund of all unused time as this company has shown a true lack of professionalism. They have missed appointments, I been hung up on and my last call to customer service I was told to call back in a half hour.
Regards,
[redacted]

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]  [redacted]

Dear Revdex.com,After the initial call, we called this user back and spent an hour with her on the issue. Her technical issue has been resolved. Her main complaint is that our agent referred to her as Ma'am. We knew that this was something she did not appreciate and the agent slipped at the end of the hour call and referred to her as ma'am. He certainly did not mean to get her aggravated. Her issue has been resolved. He will be calling her tomorrow to apologize. Regards,[redacted]

Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I am sorry that you had issues with the backup on your [redacted]. Carbonite takes security very seriously and we will not refund an account without the proper verification. Once your subscription is refunded, your data is no longer available....

As you can imagine, we will not do that without first verifying that you are the rightful owner. This is for our users security and protection. I do see that you verified the invoice number of your subscription through the Revdex.com site and we have refunded your subscription. We have closed your account so that you will not receive any other alerts and will not be charged again. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.

Hello Ms. [redacted],Thank you for your response. Our promotional emails are sentfrom a different server than your account notifications. Your ISP blocked the account notifications from being delivered.When a renewal is unable to be processed, Carbonite sendsautomated messages to the email on file. However, since you did not receivesuch email, it is likely your ISP server blocked our message from beingdelivered. Additionally, Carbonite’s Terms of Service state:“Your subscription will automatically terminate or expire, and Your Account andaccess to Your User Data will be disabled upon (1) non-renewal, cancellation,or expiration of a subscription or failure to pay subscription fees when due,if applicable, (2) Carbonite's discontinuation of the Services, or (3) failureto comply with these Terms. You acknowledge and agree that after anynon-renewal, cancellation, or expiration of Your subscription, it isCarbonite's policy to automatically delete all User Data protected by Your Account that isstored on Carbonite servers or on Carbonite's third-party cloud storageproviders.”In addition, the Terms of Service state “You, not Carbonite, are solelyresponsible for YourAccount and User Data.” It is the customers responsibility to ensure theiraccount is update with accurate information. Sincerely,[redacted]Solutions Team SpecialistCarbonite. Inc.

Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I’m sorry to hear that your system was infected with the Locki version of the Crypto virus. I want to apologize for any confusion regarding the time it takes to restore your data. Recovering small amounts of data (a few files here or...

there) usually takes only a few seconds or minutes. Restoring all of your data will take longer depending on how much data you have and the speed of your ISP. Carbonite has worked very hard to inform users of our features through our extensive Knowledge Base and customer support. I see that you have 506GB backed up to our servers. Restoring that much data will take days to recover through the Carbonite Backup Drive. Carbonite does not advertise that it will take minutes to recover that much data. We do advertise that you can restore specific files using our Anywhere Anytime Access however, due to the modifications we needed to make to your status files, you would need to cancel your current restore and use the Carbonite Backup Drive to restore. Unfortunately Anywhere Anytime Access will not work until the computer begins backing up and the client syncs with the server. We also offer a Courier Recovery service for instances where you need the data quickly and I see that you did take advantage of that feature. We expect you to have that drive in hand by Monday or Tuesday at the latest at which time you will be up and running. We appreciate you choosing Carbonite as your online backup provider. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.

Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize that we did not respond to your request for a refund of the unwanted renewal.  I have had the automatic renewal purchase refunded back to your credit card today. Thank you for being a valued Carbonite customer....

Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.

Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I see that you had contacted us in late 2015 regarding your subscription transfer to a [redacted]. I am sorry that you are still experiencing slow backup. I have asked our Senior Escalation Manager to contact you to setup a call to discuss...

your case in more detail and your options. I see that you have verified your account if a refund is necessary. Regards,  [redacted]Solutions Team SpecialistCarbonite, Inc.

This should've been done a week ago. Our data is critical. I spent more than 60 hours during this time recovering file by file the information on the drive. Meanwhile, your people went home and celebrated the new year. Assuming that you ship today, it will still not arrive until next week. Furthermore, there is still no indication that you successfully backed up my hard drive. I have not been told which folders were backed up, nor their sizes.   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].  
 
Regards,
[redacted]

Revdex.com:
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].  The gift cards have now been received by my friend and me.  It is just unfortunate that we had to go through so much time-consuming frustration to get what should have been taken care of by the company immediately.  I hope that the company will reconsider their automatic response to this situation for future customers.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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]

Hello Mr. [redacted],   Thank you for contacting us through the Revdex.com. I apologize that Carbonite did not
meet your online backup needs. We have responded to your request for a refund through our Customer Support Center.   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 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]

Hello Ms. [redacted],   Thank you for contacting us through the Revdex.com. I apologize for the confusion with your auto renewal. We do see that your auto renew was deactivated on 4/16/16 but your account was set to renew on 4/1/16. We have refunded your purchase that occurred on 4/16/16 back to your...

[redacted]. I have added 2 months to your subscription as a courtesy. I have asked one of our Customer Advocates to reach out to you to resolve any outstanding issues.  Sincerely,   [redacted] Solutions Team Specialist Carbonite, Inc.

Hello [redacted]   Thank you for contacting us through the Revdex.com. We have responded to your request for a refund through our Customer Support Center.   Sincerely,   [redacted] Solutions Team Specialist Carbonite, Inc.