Business ProfileforPaymentwall, Inc.

On April 29, someone without my permission fraudulently created an ExpressVPN account with my email address and used it to purchase a $99.95 subscription. I immediately reached out to ExpressVPN to request they cancel the transaction (ticket #********). By the end of the day, their billing department cancelled the transaction and processed a refund. I then immediately responded on the ticket and requested that they permanently delete the account and ALL of my information from their system. There was no response for a couple days so I reached out to ExpressVPN customer service on May 2 and requested the account deletion (ticket #********). The representative had me confirm over email that I requested the deletion request and processed it. I thought everything was okay until I received a response today, May 13, from my comment on the billing departments ticket from April 30 (ticket #********).Hello, We have flagged the account to make sure all information linked to it will never be used to make a purchase rather than having the information deleted. Thank you.Regards,Gem ExpressVPN Billing TeamI am extremely angry and quite frankly feel extremely violated. Express VPN has not honored my deletion request and will not remove my personal information from their system, regardless of the multiple times that I have requested my information be permanently deleted.That is why Im filing this BBB complaint. I not only want my personal information permanently deleted from their system, but I want an express apology for the way that this situation has been handled. It should not take two weeks to process a deletion request. Let alone be told theyre not processing the deletion because theyre just gonna mark the account. That is complete nonsense. It is my personal information. MINE! And it was provided to them fraudulently. They have no right to hold onto my personal information. NO RIGHT!