ComplaintsforCopper.net, Inc.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, Reporting a very suspicious activity! After 14 years, this email service provider had locked our email account! They have emptied all the emails, files and folders from our account. We were not able to receive any email, or send email. They never responded to our calls and emails. The webmail address has changed. When we login, sometimes we can see just a few emails, but for past days, not for present. There are none of our past emails we have had during 14 years available, and it shows 0% usage, while we had %80 usage, before they steel them! We don't know what they did to all our emails, files, folders? We are paying $2.99 a month for that service. There are some other people also reported about this chaos on the facebook website of copper.net. Would you please help us? After 2 weeks leaving many times messages and emails to them, they still never contacted us. Like they don't exist! Thank you

  Business response

  03/23/2022

  Hello,

  As you know from our website and from our facebook page, we have a new host provider. Your emails need a resync time, but if you would like to get all your emails synced sooner please email [email protected]. Additionally we understand how frusturating this is, if you would like to cancel, we understand and will give you a refund. An agent will be calling you later today as well to talk you through the new changes and the resync process. I apologize you haven't gotten a response yet, each client had this issue happen at some point when the provider switched so we are working through each client. 

  Thank you!

  Customer response

  03/23/2022

  I accept the business's response to resolve this complaint. 
  

  Business response

  03/29/2022

  Hello, There isn't an issue sending and receiving with the webmail as a whole, if you're having specific issues getting emails we can continue to provide support. I'll have an agent reach out to you. If you would like your old emails back please send an email to: [email protected], I'll have the agent gove over that as well with you. We cannot go back to the way it was because we have a new host provider, all of this is explained on our website! Thank you!

  Customer response

  03/30/2022

  I want to make sure everything would be in the right way like it was before. How can I trust them after they did all these to us? It has been more than a month I can not see my emails on my computer and respond to them in a timely manner. I want them to guarantee that they won't do this to us again in feature. And I want them to respond to our calls and emails when there is an issue, specially issues like these. But they only responded when we reported the issues to BBB. We were shocked to see after 14 years, they did this chaos to their own customers.
  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Starting at the end of February 2022 I started having issues with not being able to access My emails. There site is down, it directs you to webmail. My Password no longer works. I have no idea what webmail is. I can NOT get hold of anyone by phone at ###-###-#### or by their email. I have paid, in advance, for a full year of service as I have for the last 20 years. I have called and emailed all three departments. No one has or will reach-out or responds to me over the past 3-week of me requesting they contact me at ###-###-####. I have left over 8 voice messages (and I leave daily requests they contact me ASAP) and have sent at least 6 email directly to [email protected] , [email protected] , and [email protected] . I have important emails that I can not access. It’s frustrating as I’m a disable veteran and this is how I communicate with the VA and my Home Delivery Pharmacy and doctors outside the VA. Three weeks and they can’t call there customers or email them. This is unacceptable that the owner can not have his or her employees return calls. I’ve been one of their customers for well over 20 years now. Now my Password does NOT work. Note: At copper.net, after your email box fills-up, they start rejecting all of your inbound emails because your mailbox is full. I have a non-secure backup email account, but this doesn’t fix this issue for accounts and doctors appointments *********@gmail.com

  Business response

  03/17/2022

  Hello, as stated on our website in multiple areas, our host provider without warning sold to another company. Meaning one day everything worked fine and the next, nothing worked at all, including passwords or email sync. Since then though, all passwords in the system have been updated however there are a few customers that are still unable to get in. We have over 1000 voicemails to go through and thousands of emails. I'll have someone call you today as of 3/17, but again the timetable for responses will be delayed as every single customer is facing the same problem you are, and we have to talk through this with each and every customer. Please be aware, you have the option to cancel at any time, you have the right to a refund and we apologize for the inconvience the webmail is causing you.

  Customer response

  03/17/2022

  I accept the business's response to resolve this complaint.

  Copper.net support did reach out to me and has fully resolved any and all issues. Again, I've been a customer of theirs for over 20 years and have never had any issues.

  Copper.net was just overwhelmed with customer service issues due to the unexpected internal email emergency upgrade.

  I will continue to be a loyal customer.

  I would like to Thank You both for all the help. Both BBB and Copper.net.
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My email service provided is Copper.net. I have been a loyal user for many years. For the last week, they have been migrating my account to a new platform. During this entire migration, they have lost all my old emails and I critically need them for my business operations. I've called several time and left messages and they never ever respond. Please please help me!

  Business response

  03/17/2022

  Hello, I'll have an agent return you call shortly, as you know most of our customers are going through similar expiriences so it's difficult to contact everyone in a timely manner, we can submit a ticket to have your email restored sooner rather than later, though it will still take some time. You can send an email to [email protected], put your email address in the body and subject. We cannot do this for you as this has to come from your email account. 
  
  The agent will go over this when they contact you!

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Copper.net changed their email formatting and I lost save emails and saved folders. When you try and call them there is just a recording that says leave a message and a tech will fix the problem, they don't even say they will call you back. I have left several messages in the last days and they have not fixed the issues, sent me an email or returned my call. All the while though I am still paying for this service.

  Business response

  03/17/2022

  Hello! Per our website we have changed host providers, and yes we do have a recordings in place because we do not take incoming calls. All calls are sent to a vm, and we call the clients back however at this moment we're extremely backed up as you can imagine. Your folders will not resync however you can get your emails back, currently the system is trying to restore everyone's previous emails though it is taking longer then they promised us, if you would like your emails back on a sooner rather than later timeline please send an email to [email protected], we cannot do this for you, it has to come from your email. The subject and body just needs to be your email address. Sorry for all the inconviences this has caused, we're working with our provider to get this resolved as soon as possible! I will have an agent return your call on 3/18. Thank you!

  Customer response

  03/18/2022

  They have not called people back. they are lying

   

  
  
  

  Business response

  03/23/2022

  ****** I'm sorry we missed you, I'll have an agent call you again today and we'll keep calling until we get in contact with you. 

  Customer response

  03/24/2022

  I accept the business's response to resolve this complaint. 
  

• Initial Complaint

  03/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Failed to provide email service that I payed for. Failed to return phone calls or answer the phone. Failed to respond to emailed communication.

  Business response

  03/23/2022

  Hello,

  Per our website we have a new host provider, every user has access to their account, if you're having issues signing in, it's a possibility you had an outdated password or changed this password during a sync period. I'll have an agent give you a call later today to address this issue, we understand how frustrating this is, if you would like to close your account we'll give you a refund. We were not given a notification of these changes thus we are having to be reactive instead of proactive. 

  Thank you!

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been a copper.net email subscriber for 15+ years. Without advance notice on 2/24/22, Copper.net decided to migrate its email service to a different platform. As a result. I lost all access to my emails and email records that I had saved. I am unable to reach Copper.net by phone or alternate email provider. They do not respond. They have a recorded phone message saying that the migration will be complete by 3/4/21, but it is 3/7/21 and I still have no access. There are so many things that are linked to my email account such as plane tickets, job search, medical providers, social security, family and friends. This is terrible customer service and an immense inconvenience. There is no way for me to notify the hundreds of connections who reach me, and or verify me, though the copper.net email address. I have also filed an informal complaint with the FCC over this situation. Clearly, Copper.net does not care what their actions have meant to its customers and the bind they have placed us in. I have paid for the yearly service and my account is in good standing

  Business response

  03/23/2022

  Hello,

  Per our website we also did not get notificiation of this change. Thus we were unable to tell our client base of these updates ahead of time. Every client now has access to the email if there any troubles getting your previous emails back, please send an email to: [email protected]. We are trying to respond to as many calls as possible however we are getting hundreds of voicemails and emails, which makes it impossible to get to everyone in a timely manner. I'm sorry for this, and the problems it has caused. I'll have an agent reach out to go over everything with you. 

  Thank you!

  Customer response

  04/05/2022

  I have not been able to sync my cell phone with the Copper.net's new platform. I did speak to a customer service rep who offered no assistance in helping me with my problem. She admitted that the only reason she was calling me after so much time was because of the complaint that I had made to the BBB and not because of the voice mail complaint I had left with them. Subsequently, their customer service left me a voice mail on my land line but no contact # to call back. I called back and just got the same old instructions to leave a voice mail as they were so busy. Total lack of customer service. I sent a letter to them as well outlining my 6 areas of complaint. Never heard back from them on this as well.
  

  Business response

  04/18/2022

  *****, Our service is a webmail platform, not an email platform, it's designed for computer use. It is not mobile friendly, thus you may expirience issues with this. If you would like to cancel your account I understand and can you get this process started. I'll have an agent give you a call today, to confirm what you would like us to do. Apologies for any frustration this has caused. 

  Customer response

  04/19/2022

  I partially accept the business's response to resolve this complaint. A customer service rep did call and I was able to get my phone to sync with my email account. However, before Copper.net changed platforms in February, my phone had been synced with my email account for years. I therefore find Copper.net's comment about not being an email provider disingenuous. Also, given our mobile society and the constant interface with our phone and its apps, what email provider or technology company in this day and age would not have the corporate goal of being mobile phone compatible? I am very grateful for the intervention from the BBB in getting my issues resolved. I would not have had any success without your assistance! I wrote letters to 4 senior level executives and the head of customer service at Copper.net and did not get any response. The customer service rep who reached out to me via my landline conceded that the only reason she was calling me was because the company was responding to the BBB complaint. The BBB is a valuable consumer service and I am very grateful for your efforts on my behalf. Thank you BBB.
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of February 25, 2022, copper.net has a message posted that they are upgrading services. However, there has been no update since then, email services are still down, and when you call, no one answers the phone nor returns phone messages. I have left 3-4 since Monday, Feb. 28. I have since given up and if copper.net is no longer in business, they need to refund all users. This is creating great hardship for me as I have so many accounts set-up to use this account, including messages from my elderly father's health care professionals, my attorney and others. Could someone please research this?

  Business response

  03/23/2022

  Hello per our website, we also did not know this change was happening, we have a new host provider, with better security. Everyone now has access to their emails, and their accounts if you're missing any emails or need a quicker sync please emial [email protected]. I'll also have an agent give you a call later today to explain all this! Additionally if you would to cancel that is understandable, a refund will be given, thank you!

  Customer response

  03/23/2022

  The company knew this was going to happen and didn't bother to inform their clients. Their response is bogus. By email being down for weeks, it caused undue hardship on myself due to an ongoing personal matter where parties needed to communicate with me via email. I expect a full refund regardless if I keep the account or not. It's the least Copper.net can do to compensate their clients for this complete failure. Not even an appropriate contrite apology. Ridiculous.
  

  Business response

  03/29/2022

  ****, we did not know this was going to happen. The email is not down and it has not been down for weeks, you can sign into the webmail like normal, however any past emails will need resynced, I'll have an agent explain that when they call. I'm sorry you feel the way you do, by all means if you would like to cancel and get a refund we understand and will be more than happy to fulfill your needs! Thank you!

   

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 24th I have not been able to access My emails. There site is down , it directs you to webmail. I have no idea what webmail is. I can not get a hold of anyone I have paid In full for a year. I have called emailed all departments. No one responds to me. I have left over 5 voice messages. I have important emails I can not access. It’s frustrating they can’t call there customers or email them.

  Customer response

  03/03/2022

  My complaint has been resolved. They have contacted me and fixed it. Ty 

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/11/2021, I paid 119.00 to Copper Net Inc for Service from 02/08/2021 to 02/07/2022. On 06/15/2021, I cancelled the service, requesting a refund for the remaining seven months. They agreed to a refund, but failed to send it, and stopped responding to my emails.

  Business response

  11/10/2021

  We processed and sent the refund to the client, however he moved and the check was sent to the wrong address. We've corrected this with our accounting team, and are working to get the check sent to the correct address. For future refrence, refunds can be handled by calling us directly or emailing us, please expect wait times as each case is handled differently. 

  Customer response

  11/10/2021

  I can neither accept or reject the business response at this time, and would appreciate keeping this case open until I respond.  Coppernet's response does not state that the check was sent to an unknown address in New York. I have never lived in New York. At this point, I only have a promise of a refund, and this isn't any different than it's been for the past several months. I spoke to someone at Coppernet yesterday and told them that I would be happy to remove this case, once I receive the check.
  
  
  
  

  Business response

  11/11/2021

  The New York address was originally listed as the users address, the check will be sent from our home office the week of the 22nd to the ohio address confirmed by our agents. I apologize for any miscommunication or confusion. Thank you. Again, any refunds or cancellations can be handled through our line or email. 

   

   

  Customer response

  11/29/2021

  a refund check was received on 11/27/2021. This case can now be closed.

*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. ↩