Linode, LLC

The customer signed up for an account which was flagged by our fraud detection systemAfter the account was reviewed by our team, we concluded that it was likely a fraudulent accountWe immediately closed the account and issued a full refund of the $depositThe refund occurred within half an hour of their paymentThe customer was not permitted to use our servicesWe do not accept high-risk accounts in order to prevent credit card fraud, and to prevent the use of our servers for malicious purposesThe information provided by this customer during registration (and in this complaint) is factually incorrect; the address does not exist and the telephone number reached a person who stated they did not sign up for our servicesOur Terms of Service require that customers “provide current and factual identification, contact, and other information as part of the registration process.” Our complete Terms of Service are available at https://www.linode.com/tosWe are willing to honor our promotion, provided that this customer provides accurate information and abides by our Terms of ServiceWe offer a day money-back guarantee

Hello ***,Thank you for contacting us regarding this issueI apologize that you did not receive our response within days as your original email requested; we were not aware of this issue until today. We looked over the complainants original request and wanted to further explain
our policy and service that we provideWe provide a Cloud Hosting service for customers where they purchase a "Linode" and have full access to do mostly anything they would like to do with itThis is a *** based service and our customers are purchasing a piece of space on our storage to host their data.This particular customer started using our service in May and continued until September 2014, when they missed their first payment for July in the amount of $Following this failed transaction there were two more, one in the amount of $(for the month of August) and another in the amount of $(part of September)This made their account have a total balance of $After the first month of failed transactions, both of their services were suspended for non-payment. They were alerted through our ticketing system five different times regarding the failed payment and alerting them that their services were going to be suspendedAfter we still did not receive payment by September 9, 2014, the services were then deleted from our system. As per our Terms of Service:"You agree that Linode.com shall be permitted to charge your credit card on a monthly, annual, or other agreed upon basis in advance of providing servicesPayment is due upon invoicingService may be interrupted on accounts that reach days past dueAccounts that are not collectable by Linode.com may be turned over to an outside collection agency for collection.”For your Reference, the link is below:***This is our policy regarding failed payment and we do take it very seriouslyWe deal with a lot of different customers and understand that issues may arise which is why we did not delete the service immediately upon payment failure. When the customer no longer wanted to use our service in July, the only way to stop being billed was to remove that Linode completely from the accountIt clearly states that in our Terms of Service and we sternly stick to our policiesNow that this customer would like to use our service again, they do not think that they should be responsible for their current balance, which is not the caseSince the Linode was active and still using space on our storage, the balance will remain on the account until it is paid.When we suspended their service, that did not delete all of their dataIt simply just powered their Linodes off and does not allow them to gain access to that content until their balance is paidAfter the two and a half months of non-payment, we then deleted his Linodes on September 9, from our servicesThis only charged him for a portion of the month that his Linodes were powered off on our network and not for any time that they were deletedOnce a service is deleted or removed from our system, that is the only way that billing will be stopped.It is our policy to charge when a Linode is powered down as stated on our webpage:"If your Linode is powered off, but is still added as a service on your account, you will still be billed for itThis is because Linode maintains your saved data and reserves your ability to use other resources like RAM, transfer, etceven when your Linode is powered offYou will be billed for any other active Linode service, such as *** *** or an extra IP, as well.If you want to stop being billed for a particular Linode service, you need to remove it from your account entirely."For your reference, the link is below:***Since we are a subscription based service our customers must cancel their account or remove all of their services in order for our system to stop billing their credit card on file.This customer contacted us and on October 3, and stated that they wanted to continue using our service but did not want to pay the balance on their account in the amount of $As stated, it is our policy to charge for a Linode when it is active on the account, even if that means it is suspended or powered downOnce the Linode was removed from our network, that is when this customer stopped being charged. I hope this helps clarify the situation.Please let us know if you have any other questions or concerns.Thanks,*** ***

Complaint: ***
I am rejecting this response because:
Terrible customer serviceNo communication and treat cusomters like criminalJust The worst customer service ever
Regards,
* ***

The customer signed up for an account which was flagged by our fraud detection system. After the account was reviewed by our team, we concluded that it was likely a fraudulent account. We immediately closed the account and issued a full refund of the $5.00 deposit. The refund occurred within half an...

hour of their payment. The customer was not permitted to use our services. We do not accept high-risk accounts in order to prevent credit card fraud, and to prevent the use of our servers for malicious purposes. The information provided by this customer during registration (and in this complaint) is factually incorrect; the address does not exist and the telephone number reached a person who stated they did not sign up for our services. Our Terms of Service require that customers “provide current and factual identification, contact, and other information as part of the registration process.” Our complete Terms of Service are available at https://www.linode.com/tos. We are willing to honor our promotion, provided that this customer provides accurate information and abides by our Terms of Service. We offer a 7 day money-back guarantee.