ComplaintsforVultr

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hey! I have seen that this business had an offer to register and get $250 balance for their website, you just need to deposit a minimum of $5, I deposited $10. I bought a vps (rdp - remote desktop service - server), and everything was normal for about 4-5 days, until they emailed me that my account has been limited due to suspicious activity, and that I need to send a picture of my government is***d ID back and front + a picture of my credit card. Because I just normally used the server for nothing illegal, didn't do anything suspicious and even them asking for my ID back, front and a picture of my credit card is suspicious on their end, I just ignored the email. 2 days later, they send me a notice again that I have to do that. I ignored it again, didn't do anything suspicious as they claim and will never send that confidential info to some random business online for their false claim. 20 minutes ago, my server, that I paid for, got banned (the 10 dollars I had to deposit). I just want my account and the server, where I was doing business on. I should have known that there is no such thing as "FREE $250", but I was a fool to trust them and even deposit my own money to them. Can you please help me out here? I can only hope that this is all a misunderstanding, because if it is not, my server and money are gone forever (although I am ready to legally *** them and go to court)Thanks in advance!Kind regards,*************************

  Business response

  01/05/2024

  Dear BBB and Concerned Customer,

  We at ************************** acknowledge the complaint and are committed to providing a fair and detailed response. Our aim is to maintain customer satisfaction while ensuring the security and integrity of our services.

  Regarding the Promotional Offer: We confirm the customer's participation in our promotional offer. It's important to clarify that this offer provides free credit to use our services, not cash or a refundable amount. This is consistent with industry standards where promotional credits are for service usage only.

  Account Verification Process: Our security measures indicated that the customer's new account displayed behaviors similar to those of fraudulent accounts. We utilize third-party tools to identify risky payment activities and the account was flagged for having a high-risk score. The request for additional verification is a standard procedure to protect all parties involved from potential fraud.
  

  Account Termination: Due to the nature of the activities and the refusal to comply with our verification process, we were compelled to terminate the account. During our communication, the customer used offensive language, including remarks such as "Fuck yourself" and "Money hungry no brain people". Despite this, our support team remained professional and offered multiple opportunities to resolve the issue through account verification, which were declined.
  

  Resolution Steps: The customer initially made a $5 payment and received a $250 promotional credit for service usage. As he chose not to proceed with verification, we had to terminate the account. We have already processed a refund of his $5 deposit on 09/06/2023.

  Our team acted respectfully and consistently offered solutions, which were unfortunately not accepted.
  We regret that this situation could not be resolved to the customer's satisfaction but stand by our decision as necessary for the security of our platform and our customers. We appreciate the BBB's assistance in this matter and hope our response clarifies our position.
  

  Sincerely,
  ********
  Senior Manager, Trust & Safety
  Vultr

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩