3 days ago I received 2 emails:
1 - You are receiving this email because you no longer need Cache Reserve. This is a confirmation that your subscription was cancelled on May 30 .
2 - You are receiving this email because you no longer need Load Balancing. This is a confirmation that your subscription was cancelled on May 30 .
But I didn’t cancel or turn off anything…
I checked the invoice and it was paid by June 13th.
I opened a ticket, but for 3 days there has been no response, and for 3 days my site has not been working due to a non-working Load Balancing.
Very disappointed with Cloudflare:
Firstly, the letter does not say which domain has disabled subscriptions.
Secondly, no one answers the ticket (3282009) for 3 days and the site does not work for 3 days.
Ok, this website is a for tests, but what if this was a production site? 3 days of a down site is a big loss to my business.
Thirdly, now I can’t buy anything, because I’m scared that one day they might turn it off again.
So I didn’t get any answer.
6 days the site does not work, and the servers is paid for a non-working site.
The worst support I’ve seen in 30 years on the Internet. This is a big shock for me, Cloudflare support is worse than godaddy at the beginning of the 2000s…
What is the problem with solving a simple issue and showing respect to the customer?
Why I can’t get a response for a whole week, and why do I have to lose hundreds of dollars because of a wrongly issued $5 invoice?
How much more time should pass, how long do I have to wait?
An invoice for $5 was generated, but there was an error in the name.
Okay, I fixed it, and a second invoice was generated.
Both invoices are for the same service, for the same website, for the same period, from May 14 to June 13.
The second invoice was paid.
On May 30, you say that the service was cancelled. Why? It was paid until June 13.
In the personal account, you say that I have an unpaid invoice, so you are “freezing” the account.
Restore my account!!! Delete the invoice for the service that was not provided!!! Restore the service that I paid for!!!
Is opening a complaint on ycombinator the only solution?
On May 14, the first invoice was generated, but the name was incorrect.
I corrected the name, a second invoice was generated, and I paid it.
On May 30, service, which was paid until June 13, was cancelled (not by me).
I opened a support ticket and wrote on the forum - it’s been 8 days, and no one has helped.
I’m tired of waiting, every day I incur significant costs because I can’t get a response from you.
I paid the first invoice for the service that I had already paid for (in the second invoice), and which was cancelled before the paid period ended.
It still shows that the invoice is unpaid.
Although I shouldn’t have to pay it, since this service was paid for in the second invoice. And what is the point of paying for a service from May 14 when that date has long passed?
In the end, I paid twice for the same service from May 14 to June 13 (on May 14 for the correct invoice and on June 8 for the incorrect invoice), and you froze my account on May 30.
Where is the fairness?
Unfortunately, no one responded to the previous message, and the topic was automatically closed.
No longer possible to create a ticket on the Support page, because I’m a user with a free package, which prohibits creating tickets and there is no way to contact the support service.
That is, in order to report their error, I need to change the tariff to a paid one))) This is so absurd…
60 days have passed since my first message – all I received was “we forwarded your message, … we also forwarded your message … we will contact you soon …” No one contacted.
15 days have passed since the second request – Hi, this billing ticket 3282009 has been migrated to Salesforce. You should have received a new email regarding your Case…
What mail? Exactly the same letter that they migrated my ticket.
In SalesForce (Case Number 00976599), I continue to communicate with myself.
What do we have as a result:
None of the problems were solved, they all remained as they were.
Are you going to continue sending me a bill for something I don’t have?
Are you going to refund the money I paid for something I don’t have?
I registered on the Community 2 months ago, and my account has been frozen since then (farid3). For what reason? When are you planning to unhold it so I can write from it?
Why is NOT MY name indicated in Salesforce? You migrated the database incorrectly, this name has long been deleted from the account. Or do you store the data even after deletion?
SalesForce Case Number 00976599
What do we have in the end:
If you browse the forum and read the messages, you can see how many users are frustrated and disappointed.
Will I ever recommend Cloudflare? Answer yourself.
Customer on every plan type can create account, billing and registrar tickets. I see your ticket 00976599 has been escalated to the engineering team for assistance.
Please show a link or a screenshot with the button to create a ticket, I couldn’t find one - neither on the Cloudflare website, nor in the new SalesForce.
What was before is gone and is no more - https://dash.cloudflare.com/?to=/:account/support
And yes, they responded to my message from 2 months ago, not to the latest messages, they didn’t even read them. Cool!
That is the correct link, I just tested from a free test account. In any event, you can also search email for your existing case/ticket 00976599, additional tickets and topics here just slow down time to resolution.
If that account is the owner of the account related to case 00976599, you can respond to the case via email and cc the email address associated with the account to add it to your ticket.
Finally, after two months of waiting… Thank you.
Now I just have to wait for an answer as to whether I will be billed again for something I don’t have and whether I will get money back.
I apologize for the long delay and sadly, until the team resolves this I suspect you will.
While the team is working from a backlog, to a person, I have found they act quickly to refund incorrect charges and applying credits where appropriate.
Just imagine how many people don’t notice that money is being withdrawn from them, how many people couldn’t figure out the site and can’t create a ticket (it feels like creating a ticket is being made more difficult each time, “thanks” to ui/ux developers), how many people gave up on all this just to avoid getting on their nerves, … and a huge bunch of other reasons.
Capitalism )))
Finally, all the issues are resolved, I was unsubscribed from the service I didn’t have, and my money was returned. However, it will take another 10-30 days for the money to be returned.
Thanks, of course, for solving the issue, but the experience, unfortunately, was not very positive. I hope I won’t have such problems again.
