Complaints

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has been billing my company for $120 per month. Such receipts include #******** and #********. I am no longer able to get into the account. When I log in, I get this error:"Your login attempt looks different from usual. To verify that this is you, a code has been sent to the email address associated with your user. If you do not receive an email within 5 minutes, please send us an email at ******************************** to open a support ticket or click here for other options."When I try to open a support ticket, I get this error:"Bummer! The page you were looking for wasn't found. The button below will take you to our home page. It sure would help if you could send us an email and let us know how you got here so we can fix it."When I send an email to them to make them aware that I cannot get into the account, per their directions, I never hear back. I haven't been able to access these clous servers for months, as my business needs to make some changes. However, we constantly run into the same issues, and this company never responds to our emails. Ironically, this company also spams us with unwanted marketing emails.

  Business response

  02/07/2024

  Hello ******,

  We appreciate you getting in touch with us and understand this situation is frustrating. We are aware of an issue with ********* where emails from Linode are being blocked - you can see information about this on our status page: **************************************************************.
  We can confirm that some of the messages you've sent to us recently have been replied to by our Support Team but likely did not make it to you because of this issue.

  You have a few options to get in touch with Support to get this issue resolved. The first is to call in on our 24/7 Support Line:

  U.S. ************
  Global ***************

  You can talk to someone immediately and they will be able to assist you with this issue.
  

  Alternatively, you can fill out the form found here and select "I'm not receiving and email verification code" from the drop-down menu:
  

  *****************************************************
  

  In the "Enter your Linode account email address" field, you will want to use an alternative email (not Outlook/Hotmail/Live.com) but instead, include your Linode account email in the details section of the form.
  

  Once you are in touch with the Support Team, you can discuss a refund for the most recent payments you've made.
  

  Again, we understand this situation is frustrating and we apologize. We've been working with ********* to get it resolved, however, it is a slow process. We appreciate your patience.
  

  Finally, you mentioned you no longer wanted to receive marketing emails. We went ahead and unsubscribed your email from our mailing list so you will no longer get those in your inbox. If they still show up, please let us know so we can investigate the issue.
  

  If you have any other questions, please don't hesitate to let us know.
  

  Best,
  Akamai Compute Support

  Customer response

  02/12/2024

  
  Complaint: 21236617
  
  I am rejecting this response because:
  
  I have tried to reach out to them as stated in their response. That said, I have not been able to speak to anyone that can resolve this issue. I am frustrated with this company and regret doing business with them.
  
  Regards,
  
  ***************************

  Business response

  02/12/2024

  Hello ******,

  Thanks again for getting back to us. We understand that this process has been frustrating and want to work with you to get it resolved. With that in mind, we've gone ahead and replied to one of the messages we had previously received from you via email. The block that ********* had placed on some of the emails coming from our servers has now been lifted so the message should arrive to your inbox without an issue.

  This also means that verification emails sent to your inbox should arrive without a problem as well. If you are still encountering issues, we suggest checking your spam mailbox, checking the Office 365 Quarantine site (****************************************) if you're using O365, as well as ensuring linode.com is on your "safe senders list" (***********************************************************************************************************************************).

  You said in you last message,
  "I have tried to reach out to them as stated in their response. That said, I have not been able to speak to anyone that can resolve this issue."

  As we stated previously, there was a 3rd party issue that has been resolved causing email messages to fail to make it to their destination. During the time you've been unable to login, have you called into our Support Line? There is always someone here to answer calls and in the event the call isn't answered, you can leave a message and someone will return your call as quickly as possible. If, by chance, you can give us the ************* of the call, we can look it up in our system and potentially see what went wrong and why the Support Specialist wasn't able to help. We can then deliver any necessary feedback to help improve our team.

  Please let us know if there's anything else you need from us.

  Best,
  Akamai Compute Support

• Initial Complaint

  03/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been charged 7 dollars every month for over a year for a service I wasn't and couldn't use. I tried resetting my password so I could get in and cancel, I told this top the rep over the phone and to no avail. I want my money back. Your policy's are s*** if you can't make exceptions for customers who have exceptional circumstances such as my own. The years long circular argument I've had with your company goes as follows:Me "Cancel my subscription and quit billing me"Y'all "No, its against our policy, you need to reset your password top get in, visit our FAQ for more info"me *tries to reset password - doesn't send me a link*me "that didn't work, cancel the subscription"Y'all "no, its against our policy, please get into your account and cancel it"Me "I literally cant" and so on and so on and so on...I finally put a stop charge on you guys with my bank about a month ago. Had I known I could do that sooner, I would of. fortunately, I have never had to before I had to deal with you guys. I want my money back and I don't want to be quoted "policy". We are past what policy could account for. Secondly, I don't want your misunderstanding and "saving face" interpretations of the events you can see through your logs. Because your log doesn't include what exactly was said in phone calls and how it was perceived by me, or the overall stupidity of this entire fiasco Worst customer experience yet. Because I was able to make no use of your service, because I was treated poorly by your incompetent staff, and because I'm inconvenienced to write this complaint, I think I deserve to get a refund. I also want my website.

  Business response

  03/10/2023

  Hey there,

  This sounds like a frustrating situation. The Support Team does not delete services or cancel accounts for the privacy and security of our customers. We don't want someone saying they are you telling us to cancel your account.

  While this can create an issue if you are unable to login to your account, we should be able to get you logged if you can provide us some account information and as long has you have access to the email address associated with your account. There is the "Recover Username" page (******************************************************), the "Forgot Password" page (******************************************************), and if you called in we should have been able to change the email on the account as long as you were able to authenticate, if you were unable to receive initial email messages. It ***************** resources may not have been provided and if not, we missed the **** and sincerely apologize.

  If you are still having trouble accessing your account this new Support Contact page may also be useful - *****************************************************.
  

  In terms of a refund, in general it is up to our customers to actively monitor their services and cancel them if they do not wish to be billed. However, in your particular case we would be happy to offer you a partial refund of the services you did not have access to while attempting to cancel your account.
  

  We also make it easy to download the contents of your instance to a local disk. Once you've regained access to your account, you can either download certain files from your server (***********************************************************************************************) or make a copy of the full disk (***************************************************************************************************************).
  

  Please let us know if you have any other questions or comments.
  

  Best,
  Linode Support Team

  Customer response

  03/13/2023

  
  Complaint: 19577265
  
  I am rejecting this response because: You CLEARLY didn't read my initial complaint. If you did, you would know I have tried following your password reset procedure to no avail. While your company failed to give me any more assistance in the matter, I was being charged for a service I couldn't use. In that time I was not only charged at least $140 dollars, I also had to host my website through another service costing me even more! Let's not even mention the thousands it cost me to have a new website developed.
  
  
  
  Without regards,
  
  ***********************

  Business response

  03/15/2023

  Hey there,

  
  If you are unable to reset your password through the normal Password Reset process there are a few things we can do to try to get you logged in. As we mentioned previously, this should be a relatively straightforward process if you have access to the email associated with the account.

  
  You said previously,
  >"I tried resetting my password so I could get in and cancel, I told this top the rep over the phone and to no avail."

  
  I would also like to mention that we believe we've located your account and reached out to you through a support ticket, which will also send an email to the address on file, but haven't heard anything back from you.
  

  Keeping these things in mind, it is likely that the emails we are sending out are not being delivered to your expected inbox. This may be because the messages are going to spam or the address you believe is associated with the account is not the correct email address.

  
  In order to resolve this, we would be happy to change the email address on your account so that you are able to receive messages. Once again, this will require authentication to the account. For example, we would need you to send in the last 6 digits of the credit card on the account along with another identifying piece of information (username, name, address). Alternatively, you can reply to a past transactional email (invoice, ticket, Linode Event Notification, etc.) from the address associated with the account if you are able to locate one.

  
  Once we have this information, you can provide us with an updated email address and we'll be happy to make the switch. And, as we mentioned previously, once you are logged into your account we would also be happy to offer you a partial refund.

  
  We will not be able to help you resolve this situation unless you contact us directly through the ticket we sent you, this form: *****************************************************, or sending in a reply to a previous transactional email requesting to change the email associated with the account. Please let us know if you have any other questions or comments.

  
  Best,
  Linode Support Team

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For some reason this company stole $125.00 out my checking account today March 5 2023. The transaction took place at 2:12 pm. I didnt do anything for this money to come out of my checking account.

  Business response

  03/06/2023

  Hello,

  Sorry to hear that $125.00 was unexpectedly taken from your account. We understand how unsettling that can be. You mentioned,

  >"I didnt do anything for this money to come out of my checking account."

  By that, do you mean you didn't create any services with us or that you are completely unfamiliar with our company and platform? If you didn't create any services on your account, our Support Team would be happy to look into this further if you could create a Support Ticket: **********************************************

  If you don't have any idea what Akamai or Linode are or why you would have been charged by us at all, that's ok too. Unfortunately, this is something we are accustomed to dealing with on our platform. Again, we'd be happy to look into the issue further, we just ask that you email ******************************** with the information you shared here and the last 6 digits of your credit card so that we can try to track down the charge that was made and issue a refund. You can also give us a call:
  

  - U.S. ************
  - Global ***************

  We understand if you are hesitant about giving out any credit card info related to this issue, however, we can guarantee that any information you share with us is only used for authentication purposes. 

  Finally, if none of these solutions sound right for you, we suggest contacting your bank or financial institution to cancel your card, dispute the charge, and begin the chargeback process. 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Attempted to create an account with Linode on 5.12.2022 and received a cancellation notice without explanation. Attempted calling customer support. Assisted by a man named ***. He refused to give an explanation for the account creation failure. My credit card statement shows an approved transaction for the account.

  Business response

  05/16/2022

  Hello,

  
  Thank you for your review. To keep our fraud detection as effective as possible, we cannot share any specific details for why your account was not approved. That said, common reasons for why your account may be rejected are inaccurate personal information and/or use of a VPN.
  

  As for the credit card transaction, it is simply a temporary authorization charge, which should fall off in 2-3 business days.
  

  Please let us know if you have any other questions or concerns.

  
  Regards,
  Linode Support Team

  Customer response

  06/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me but would like to close the complaint.
  
  Regards. 

*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. ↩