Complaints

This profile includes complaints for Rackspace US's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rackspace US

  1718 Dry Creek Way, Suite 115 San Antonio, TX 78259-1837

• 

  Rackspace US

  5000 Walzem Rd M.s. Us 109-2301 San Antonio, TX 78218-2117

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Rackspace for continued billing after my account was closed, and for inadequate customer service in addressing the issue. Below are the details of the situation:Account Status: My ******************** account was closed as of August 2024, as documented in ticket #******-ORD-0001357. Despite this, I have continued to be charged for services that I have not used since 2021. Rackspace has been billing an expired credit card, even though there is no valid payment method on file.1. Lack of Resolution: Over the past few weeks, I have made multiple attempts to resolve this issue. I contacted Rackspaces support team and spoke with at least SEVEN different representatives, none of whom could provide a clear explanation or resolution. I have no account manager or representative assigned to me, and the email responses I receive come from a no-reply address, making it impossible to communicate.2. Inconsistent Verification: When I contacted Rackspaces Accounts Receivable on October 9, 2024, I was told they could not verify my information because my account is closed. However, in prior interactions, Rackspace was able to verify me despite the account being closed. This inconsistency has added to my frustration, and no resolution has been offered.3. Harassment and Unprofessionalism: I am repeatedly being contacted regarding this unresolved issue, despite clear documentation of my account closure. ********************* failure to stop these charges and address the problem in a professional manner is unacceptable.I am requesting that Rackspace immediately cease all contact, refund any unauthorized charges made after the closure of my account, and take steps to resolve this issue once and for all. I have been a customer in the past and expected better from a company that was once reputable.Thank you for your assistance in this matter.

  Business Response

  Date: 10/16/2024

  Hello- 
  

  Rackspace has looked into your complaint. After carefully reviewing details of your account and considering the circumstances surrounding the dispute, a proper closure of your account is missing. The proper format is found in the *************** Agreement under Section 4.1 Term- either party provides the other with written notice of termination at least 90 days prior to the expiration of the then-current term. Customer is responsible for requesting account closure by visiting the Rackspace Customer portal.  Since some customers move servers and still utilize other Services provided by Rackspace, we will never delete a backup or any customer data without the customer explicitly requesting and confirming we do so in writing. ?Rackspace is never liable to remove the files related to deleted server. At all times the customer is.  
  All the above is backed by Cloud Terms of Service & Cloud SLA and shared with customer.? 
  The account cancellation was completed on 09/27/2024 - after the customer raised a ticket requesting cancellation in accordance with the Terms of the Agreement. 
  The Customer has also been offered a credit.  At this time, Rackspace considers this matter resolved.  
  

  Regards,
  Rackspace Technology 
  
  

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rackspace double charged me for close to a year. I have tried for over 9 months to get this resolved. Hoping a complaint will assist in rectifying situation. You can't speak with someone in billing and creating tickets on their system goes no where. Last ticket created with detailed information denoted below as per their ************ are the details. I have ONLY ever had 2 emails on ** 36 and 5 on Rackspace and am being charged for 6. And, was double charged from 3/1/23 through 2/28/24. I should have been charged $32.40/month and you charged me $68.40- same email addresses charged as both rackspace and **365. I have tried and tried to get this resolved. You OWE me $432. Info as follows:EMails on **365- 2 (do not want to put email addresses on complaint)Emails on Rackspace- 5 Ditto INVOICES Mar 23- B1-65902690- charged 6 Rackspace and 6 **365. Only signed up for 5 Rackspace and 2 **365 Apr 23- B1-66501578- ditto May 23- B1-671000129- ditto Jun 23- B1-67695505- ditto Jul 23- B1-68302085- ditto Aug 23- B1-68896935- ditto Sep 23- B1-69482407- ditto Oct 23- B1-70081978- ditto Nov 23- B1-70676867- ditto Dec 23- B1-71273683- ditto Jan 24- B1-71870807- ditto Feb 24- B1-72478189- ditto As of March '24 it went to the correct billing. I STILL have no access to 4/5 emails. Your techs can't direct me to where the passwords are kept. Doesn't leave me feeling secure that your employees don't know how to navigate your website.Furthermore, I have been trying for 3 years to get the lost emails from the malware attack you experienced in '22 (don't quote me on date, but believe it was that far back).Last, have tried with techs to access emails on phone and they can't seem to help with that ********* you can see, am more than frustrated/annoyed and everything in *********** owe me $432 and justification as to why I am unable to access emails. What good is your service if it doesn't work and your techs can't make it work.

  Business Response

  Date: 10/01/2024

  Hello-

  Rackspace has looked in your complaint.  Someone from our Customer Success Team has reached out to the customer and a credit has been offered and accepted for the billing inaccuracy. Rackspace considers this matter resolved.  
  
  Regards,
  Rackspace Technology  

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I will await communication in regards to accessing emails on their portal per our zoom call 9/30/24.  Thank you for your quick response ******.

  Regards,
  
  ******* ******

• Initial Complaint

  Date:08/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an email account with ********************. I cancelled in March 2023 - they are still billing me. They say they don't have a record - their customer service was always awful. I haven't used the account in a year and a half and they want me to pay $100 to close it.

  Business Response

  Date: 08/07/2024

  Hello-
  After carefully reviewing details of your account and considering the circumstances surrounding the dispute, the charges are valid. Someone from our account team reach out on August 6, 2024 and reviewed that no records were found of a proper cancellation notice. Rackspace went ahead and closed the account on August 7, 2024.
  All the invoices are valid as the customer did not appropriately closed the account.
  Regards,
  Rackspace Technology

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We closed our Rackspace account on February 29, 2024. I have the Support Ticket that verifies the closing of the account. But then we were charged $597.01 for the month of March 2024. We also have been charged an extra fee of $180.00 for no reason, and we have been charged $24.00 a month ever since the closing of the account. That charge seems to be for an email account which we request to be closed on February 29th also. They say they won't remove the charges from our card. When I call their offices to get this matter taken care of and request a refund on our card, they say they can't issue a refund. And when I ask to speak to their manager they say the manager is not available. Then they tell us we can respond to the Support Ticket, but they have shut down our password so we cannot respond. This is one shady operation.Meanwhile we have our ******************* charging us fees and penalties for this abuse. We were customers at ******************** for ** years, and this is how they treat us.

  Business Response

  Date: 06/21/2024

  Hello-
  After carefully reviewing details of your account and considering the circumstances surrounding the dispute, the charges are valid. The charges are from January 2024 to February 2024 for services that were already utilized.
  The account cancellation was performed after the customer requested full cancellation on February 29th,2024. The monthly charges on the bill is for the services provided in February, since those are billed in arrears. Customer is not eligible for any Credit. All the invoices are valid.
  Regards,
  Rackspace Technology

• Initial Complaint

  Date:05/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February, Rackspace notified us of a price increase of $49.79/month for hosting. (Current monthly bill was $749.45, increasing to $799.24 June 1, 2024.) The notice said to respond to "avoid the additional fees outlined." I responded & was told "the only way to save you from a price hike is renewing the device," but ours couldn't be renewed so a replacement server was suggested. We were sent a proposal in March, stating the "total monthly invoice" would be $800.27 with "$0 setup fee." This was comparable to what we would pay with the increase & "locked-in" pricing for 25 months, so we agreed. In April, we were told the server was ready for migration. At that time, Rackspace informed us that migration, which is offered free by many hosting companies, was an additional $2,000-$3,000. We immediately said cancel the service order since this wasn't previously disclosed. Instead, Rackspace offered to migrate us for free. During this process, our websites failed to work when it was tested on the replacement server. As Rackspace tried to fix this, we were billed $1497.94. One invoice said this was for **** but their system stated "April 1-30 billing period." Concerned, I immediately reached out. I was told there were additional fees not mentioned in the service order that said $800.27 was the "total monthly invoice." *********** order also stated, "The Agreement constitutes the complete and exclusive agreement between the parties" and that it "supersedes and replaces any prior understanding or communication, written or oral." There was never any mention of additional fees, contracts, mandatory firewalls, etc.We tried to resolve this with Rackspace, requesting they rescind the service order due to "mistake of ***** ******************** They refuse. After months of back & forth, we took our business elsewhere on May 17 - getting more service for a better price. Rackspace continues to refuse to terminate our services, saying we will continue to be billed monthly.

  Business Response

  Date: 05/28/2024

  **************** signed a 25 month Agreement on 19 March 2024.  There is a process to terminate services for convenience, as stated in section 4.2 and 11.5 of the Rackspace MSA. (**********************************************************) 
  Since she still has 23 months left on this Agreement, the termination is subject to an early termination fee equal to the monthly recurring ********* the number of months remaining in the term of the Service Order. 
  **************** has not provided notice of early termination in accordance with the Terms of her Agreement.

  Customer Answer

  Date: 05/28/2024

  Complaint: 21752092
  
  I am rejecting this response because it does not address the complaint. The validity of the "agreement" (service order proposal) that was signed on March 19, which the business refers to in their response, is at the center of this complaint because the business grossly misrepresented the agreement/service order proposal. It was presented to us as a way to "avoid the additional fees outlined" in a price increase notice and as "the only way to save you from a price hike." We believed this because it said that the "total monthly invoice" would be $800.27 -- similar to what we had been paying monthly. Instead of saving us money, however, we were hit with an immediate price hike because the proposal failed to mention that there were other mandatory charges and fees, including a firewall that costs nearly $200 a month.

  The agreement said, "The Agreement constitutes the complete and exclusive agreement between the parties" and that it "supersedes and replaces any prior understanding or communication, written or oral." (See page 2 of the attached agreement, just above my signature.) It clearly indicates that the agreement is the only agreement. However, after getting my signature on the proposal, Rackspace has since revealed that's not the case. 

  Our "total monthly invoice" is not $800.27. In fact, we were charged $1497.94 on May 6, which is when we learned that there were additional monthly fees for a mandatory firewall that were not outlined in the March 19 agreement. The agreement made no mention of a firewall at all. The only thing it said was not included were taxes. While we previously went under contract for a firewall, we believed that contract was voided with the new agreement because it says it "supersedes and replaces any prior understanding or communication, written or oral."

  We were under the impression that the $800.27 was the "total monthly invoice" because that's what it said. There was no way for us to know that the agreement wasn't "the complete and exclusive agreement between the parties" as it stated. We have been trying to amicably resolve these issues since April when we first learned that there was a $2,000-$3,000 migration fee that Rackspace's agreement also failed to mention, instead stating there was "$0 setup fee." They did offer to waive the migration fee, but then we discovered the other costs/fees that had been hidden from us after we were billed $1497.94 -- which their system says is for April 1-30, but Rackspace produced a conflicting invoice that states it's for May. 
  
  The issues we have discovered were troubling and caused distrust. I have a file an inch thick of documentation, and it's worth mentioning that prior to this, we were a customer in good standing for roughly 8 years. However, we could not overlook what had happened in this situation and have any faith in Rackspace. On May 17th, we asked to terminate all services and decommission all devices, in writing. Yet, Rackspace still denies that we that we've provided notice of termination.

  It is my position that the March 19, 2024, agreement is invalid and that Rackspace has been made aware repeatedly that we wish to terminate all services. They refuse and have chosen to harass us via emails instead as they try to bully us into this invalid agreement that they grossly misrepresented as a way to save us money on services. It doesn't. It actually costs hundreds of dollars more a month than the proposal stated. 

  It's also worth noting that Rackspace offers cheaper servers that would have met our needs, which we discovered while searching for cheaper services, but they failed to offer us something that was more cost effective. Instead, the evidence supports my belief that they tricked us into signing the agreement for a pricier option with the deceiving proposal made, which misrepresented the "total monthly invoice" by hundreds of dollars.  

  According to a ticket response from their Customer Success Manager (see attached), it is possible for Rackspace to end our agreement and waive any alleged fees. "Considering your past association with Racksapce [sic] we have escalated this to the leadership for an early termination fee waiver," *********************** wrote on May 23. However, *********************************, Senior Director Customer Success, started emailing me today, May 28, requesting a phone call. Because promises were made in other calls that were later denied, I have requested that all communication be in writing. It doesn't seem Rackspace wants to do that, which again fuels more distrust with the company. 

  We would like Rackspace to terminate any and all services, decommission any and all equipment/devices, and release us from service, waiving any alleged termination fees. Had they been transparent in their proposal, we would have gone elsewhere months ago. Instead, we wasted time, giving them the opportunity to make this right, and they have failed miserably, forcing us to end our business relationship with them. 

  Regards,
  
  ***************************

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is about Rackspace - our e-mail provider. Their website is very circular, it's incredibly hard to navigate and to find the portal to open a ticket. They have no direct way to e-mail a complaint, or to speak to someone regarding a complaint. I spoke with rep ******** today and when I requested a supervisor, I was told no. I was told they worked remote and they would not be able to transfer me to a supervisor.The reason for my call was to open a support ticket. I was calling to ask them to guide me through opening a ticket on the website, I was informed they could not walk me through this as I was not an admin member. I reiterated I did not them to open the ticket, I wanted guidance on how to open the ticket -- I explained that the website does NOT let you do it.****** made no efforts to resolve my issue, and repeated the same jargon every time they spoke. When I went to the rackspace website, I still was not able to open a ticket regarding my technical support issue NOR my complaint about the company. Our business has been using rackspace since 2015. This is atrocious behavior and support. And I'm left with no where to turn. We still have an admin email account that cannot use its search function (imagine how frustrating that is) and no way to escalate this matter thanks to the lack of support offered both online and via phone by Rackspace.

  Business Response

  Date: 04/16/2024

  This has been sent to the correct support team to assist customer and it has been resolved. ******************** Technology considers this matter closed.
  

  Regards,

  Rackspace Technology
  

• Initial Complaint

  Date:04/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Somewhere between ***** months ago, I rang Rackspace and asked them to close my account as I had ceased using the cloud hosting but was receiving a ~$6pcm charge to my account.I was asked to respond in agreement to a support ticket and I did so.The email address I was receiving invoices to was not working, but this morning I received a account in arrears notification to an alternate email address. When I called I was advised that rackspace had no record of me cancelling my account and asked me to again respond in agreement to a ticket, but that they wouldn't close the account until I had made good the amount in arrears. I note that there is no history of any previous support or billing contacts, despite there having been multiple over the years.How hard does it need to be to close an account? I stopped using Rackspace more than 24 months ago and have now had to attempt to close the account twice. I want the amounts refunded and the account closed.

  Business Response

  Date: 04/19/2024

  Hello-
  

  Rackspace has reviewed your complaint and account history. We did not find any indication of a request for account closure prior to April 8, 2024. Both account tickets and the Rackspace legal email address were reviewed for potential termination correspondence, and nothing was found. The Rackspace Public Cloud product terms outlines how a customer is to server proper termination notice, (****************************************************************) and no notice was found through the methods listed in the terms. We did locate a ticket from September 2021 regarding the deletion of a single server. Deleting a server does not equate to deletion of an entire account particularly if there are other services being utilized. In this case, after the server was deleted there were still cloud files being utilized and that is what has led to the charge referenced by Mr. ************* this time, we can confirm the account has been closed as of April 9, 2024. 
  

  Regards,

  Rackspace Technology
  

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an 18-year loyal customer of ******************** and unfortunately have witnessed the decline from their "Fanatical support" to "Zero support". In august 2023 I convinced my management team to migrate our server to a Rackspace cloud server option with backup. My company assigned me the goal of getting a better solution than what we had before and immediately Rackspace was first choice on my mind due to my past experiences. 2 months into my service contract with Rackspace ($3,092.81 later), my virtual cloud server started causing unpredictable issues with my instance resulting in all sorts of problems to my client websites. After deeper inspection, it turns out around 1/3 of my virtual memory was used by Rackspace services internally that was not in my control. When I wrote to support about this issue, (ticket #******-ord-0000666), they kept blaming me for the problem. Eventually (September 2023) my company decided to move to Azure and close our Rackspace account so we can get this problem under control before we start losing our clients. As expected, in September 2023 we moved to an Azure virtual server and all of these issues disappeared. With no changes to our source code other than moving our code over and re-configuring for routing into the new Azure virtual server.Now months go by and we are doing fine and I notice my credit card continues to be charged by Rackspace for the past 3 months. So, I write the ticket to Rackspace and here is the summary of the Fanatical Support timeline:I wrote again to support (ticket #******-ord-0000910). Fanatical support at your best:- January 24, 2024, I opened the ticket asking why am I charged all this money after I already closed my account.- January 24, 2024 Support person ***** says he will get this over to the account team.- January 30, 2024 (6 days later) someone write they are reviewing my ticket - February 9, 2024 (10 days later) I get a message saying they regret that I am leaving them and they will close my service and I should expect more billing for February. This is crazy!!!!! I closed my service in September. They never read my messages, bounced me around their support and did not acknowledge the money owed to me. I want a refund for the following services which should have been closed Owed to Me:10/20/23 $539.16 11/20/23 $130.20 12/20/23 $126 1/20/24 $130.20 Total $925.56

  Customer Answer

  Date: 02/09/2024

  What is the question *************** about?

  Business Response

  Date: 02/19/2024

  Customer Account was on Legacy Infra which means Customer manages their account, we manage hardware and networking and refer customer to How-To articles for help. This was conveyed to customer on Ticket Number -******************, by *********************************** on 9/26/2023(SS attached). Rackspace never deletes files, backup, images for any customer,unless specifically asked by customer. ******************** is never liable to remove the files related to deleted server. At all times, customer is. This is to safeguard customer and ******************** interest both. All the above is backed by Cloud Terms of Service & Cloud SLA and shared with customer. 
  
  Ticket# ****************** does not mention of a request from customer about Account Cancellation. Customer deleted the server at their end, assuming Account is cancelled, and charges will stop. Customer correctly said that on ****************** at ******************* +05:30. They cancelled their server (only), never cancelled account, or deleted files related to server. They weren't charged for server post deletion. We billed exactly as they actioned. SS attached (Image 3).
  
  Customer raised another ticket ****************** on 01/24/2024, mentioning they just noticed that they have been billed for the past 3 months for some fees for cloud block storage. They also mentioned that they have just removed the Block instance. SS attached (Image 2).
  
  Deleting server, removes server. Does not remove any files, backups or Images left on the Account. Files are removed only when files are deleted manually, or when Account is closed by us. Customer is liable to request for account closure by visiting Rackspace portal. We closed the Account on 2/9/2024 to stop any further billing after confirming with the customer.
  
  As per ******************** SLA Customer is not eligible for any Credit.
  

  Customer Answer

  Date: 02/19/2024

  Complaint: 21269281
  
  I am rejecting this response because:

  They charged me for 3 months for a service I was not using.  When I canceled my server (due to their lack of support) they could have informed me that I was paying separately for another related service that was directly bound to the service I canceled.  I do not expect they will offer any refund OR ANYTHING other than a repeat of their last response to me because they are a business in decline and that is clearly reflected in their lack of fanatical support from start to finish of this business relationship.  The mantra fanatical support means nothing to them anymore but at one time brought them to greatness.  
  

   They knew I canceled, I told them in advance. There is a ticket that she failed to share. The service they continued to charge me for was for backups of a server that no longer existed.  So what are they backing up?  ********************, nothing.  Why wouldnt they tell customers about this?  
  

  Now they defend their action by throwing this into legal documents that they know no one can be expected to read so they basically cover themselves and draw money for a few months extra!  great business model!  Take from your customer on the way out.  Woo hoo fanatical something but certainly not support.  Maybe Fanatical Billing? 
  

  Hopefully enough people report this sneaky way of business and karma has its turn on them  

  - ****

  Business Response

  Date: 02/27/2024

  Hello-
  After carefully reviewing details of your account and considering the circumstances surrounding the dispute, a proper closure of your account was missing. The proper format is found in the ****** Services Agreement under Section 4.1 Term- either party provides the other with written notice of termination at least 90 days prior to the expiration of the then-current term. Customer is liable to request for account closure by visiting Rackspace portal. We never received a request to cancel account from customers end, the customer instead deleted the Servers, without requesting all Services be terminated.  Since some customers move servers and still utilize other Services provided by Rackspace, we will never delete a backup or any customer data without the customer requesting and confirming we do so in writing.  Rackspace is never liable to remove the files related to deleted server or backups. At all times, customer is.
  All the above is backed by Cloud Terms of Service & MSA which has been shared with customer.
  The account cancellation was performed after the customer requested full cancellation on February 9th, 2024. As per Rackspace the Terms of the Agreement. Customer is not eligible for any Credit. All the invoices are valid.

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I do not see how any further interaction will render any mutually agreeable result.  Let the public review this correspondence and make their own judgment as to the way in which the company decided to handle this matter.  I am done trying to make sense out of this mess. 
  
  Regards,
  
  ******* ****** **** ***********************

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rackspace is unreliable and their service and support is terrible.I have been trying since 01/19/2024 to close my account (I have a dedicated server and a firewall). I've already opened two tickets and they just ignore it.I started to delete all mailboxes and today I'm going to turn off the server.If they charge me something, I will ignore it just like they are doing.What a worst company.

  Business Response

  Date: 01/24/2024

  Hello, 
  
  Thank you for bringing this to our attention. Your customer success manager has been made aware of the ticket submitted on January 19, ****. The ticket has been update within your customer portal with details regarding the processing of your termination request in accordance with your Rackspace contract. Your customer success manager will be able to continue assisting you through the termination process.
  

  Regards,

  Rackspace Technology
  
  

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an issue with Rackspace regarding unauthorized charges on my credit card. My account, inactive (no services used) since 2014, was charged $148.26 on Sept 18, 2023. The credit card on file with my account had been expired since 2015. Rackspace knew the card was expired (it clearly showed as expired in the account) and should not have let any activity happen on my account since the card was expired. Upon noticing the charge, I contacted Rackspace's customer service. They told me that my account was compromised and the charges were from services used by a hacker who got into my account.Despite not using Rackspace services for nearly a decade, AND not having an up to date card on file (AGAIN, Rackspace should never have let services happen in the account since there was not a valid way to bill me), they are telling me I have to pay this charge, even though they let a hacker into my account and they let activity happen without having a current credit card on file. I reported the charge as fraudulent with *****, who rejected the charge and re-issued my card. (Unfortunately, ***** now have a "feature" that lets vendors charge you even if they have an out of date credit card, which is how the charge came through to me in the first place.)I requested an account closure with ******************** support and requested that the charge be wiped out, since I should not be liable for charges resulting from the hacker, given the account's dormancy and expired billing information. Rackspace did close my account, however they did not wipe out the fraudulent charge.This morning, Rackspace again charged the same amount to my new credit card, despite my previous dispute. Multiple discussions with different agents, including an attempt to escalate the issue, have not resolved the situation. If I continue to dispute this with my credit card company, Rackspace is going to send this to collections, which will make it even harder to resolve so I am looking for a speedy resolution.

  Business Response

  Date: 01/08/2024

  Hello-
  Rackspace has looked into your complaint. We are writing in response to your recent inquiry regarding the dispute on your account.  After carefully reviewing the details of your account and considering the circumstances surrounding the dispute, we have taken the necessary steps to credit your account accordingly. ******************** considers this matter closed. 
  Regards,
  Rackspace Technology

  Business Response

  Date: 02/15/2024

  The charge of $148.26 was reversed on January 24th and the customer's account is showing as closed with no charges. 

  Customer Answer

  Date: 02/15/2024

  Complaint: 21024342
  
  I am rejecting this response because:

  On February 6th (which is after January 24th when Rackspace claimed my refund was granted), I received the email (see attachment First Past Due Notice Ticket#_ 240206-ord-0000996.pdf). I called Accounts Receivable, I spent couple hours talking to agents explaining the situation and wound up being told by an Agent that I still owed the $148.26 in another email (see attachment Conversation-******.pdf). Thank you for deleting payment methods on my account but as you can see my account is still in the system as owing money and agents are telling me that I still owe, despite this ongoing complaint.

  I would like it in writing that my account has a 0 balance and is closed. I'd also like some reference number and/or the name of the agent who helped me so that I can cite it in the future if this dispute remains unsettled.
  
  Regards,
  
  *************************